Auckland International Airport – Case Study

Auckland International Airport is the gateway to New Zealand. With nearly 8 million people passing through the Airport in 2023, it is arguably one of the busiest places in the country. The Airport also offers duty-free shopping through The Mall, an online click-and-collect service. The problem with this offer, though, was servicing the late-arriving flights. That meant staff had to spend long hours into the early hours of the morning waiting for those customers arriving on the last flights of the day.

Elocker worked closely with the Airport team to introduce a system that was easy for customers and The Mall staff. The Airport has unique challenges that other retailers don’t, and security is extremely high. Communication with customers is also challenging, as people worldwide use different telecommunication systems, are out of contact during their flight, and adapt to a new environment once they land. Elocker was able to methodically tick all of the boxes to provide a secure, safe and convenient extension of the Airport’s shopping experience. 

Auckland Airport started slowly and methodically with customer orders through the lockers. They soon discovered that the system works seamlessly and have ramped up the orders to collect through the lockers. They also designed a great-looking decal that acts as a reminder of what The Mall can offer travellers travelling through the Airport.