Emirates brings its new Travel Store concept to Rome
The first store to adopt the company’s innovative global retail concept has opened in the EUR district. The aim is to put customers’ needs at the heart of the experience with a personalised customer service
Getting to know people better through direct interaction and providing them with ongoing support by creating bespoke packages, from the choice of itinerary to the services that make the journey more comfortable and personalised. This is the aim of the revamped Travel Store in Rome, launched by Emirates. It is the first retail outlet in Italia to be redesigned in line with the retail concept that the airline is rolling out across the key markets in its network. Located in the EUR business and financial district, this space brings hospitality “even closer to local customers and businesses, strengthening a relationship that grows over time, journey after journey”, said Marco D’ilario, Emirates’ manager for Italia.
Planning your trip
The Travel Store, launched by Emirates, the airline which currently operates the world’s largest fleet of Airbus A380s and Boeing 777s, offers customers a contemporary and welcoming environment in which to plan their journey according to their individual needs. The refurbishment of this space, D’ilario emphasised, “represents a tangible investment in our relationship with our customers and in the Italian market”.
The service offered
The branch is designed to offer, alongside the company’s advanced digital presence, a personalised customer service that emphasises the human connection with customers. And for those with more complex needs, it will be possible to book dedicated appointments with specialist advisers.
Particular attention will be paid to those who choose premium cabins, frequent flyers and small and medium-sized enterprises that organise their own travel arrangements directly, as well as to members of the Emirates and flydubai loyalty programme, Emirates Skywards, who will be able to receive dedicated support.
The company’s strategy
This initiative forms part of a broader strategy developed by the company, which aims to strengthen its presence in Italia – a strategic market served via the four gateways of Rome Fiumicino, Milan Malpensa, Venice and Bologna. Globally, the plan aims to expand and revamp the network of retail outlets, with spaces that combine specialist travel advice, brand identity and a customer-centred approach to service. As part of this expansion project, Emirates has invested approximately 42.2 million euros and, to date, has opened ten Emirates World Stores and 13 travel retail outlets worldwide, including the one in Rome.
