Dubai Duty Free MEADFA 2019 - Updates

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Ramesh CidambiCOO, Dubai Duty Free

Dubai Duty Free – CC GOLDDec 01 2018

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Dubai Duty Free – CC Gifts from DubaiDec 01 2018

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Dubai Duty Free – CC FashionDec 01 2018

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+ 45%

Dubai Duty Free – CC Finest Surprise and Currency ExchangeDec 01 2018

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Dubai Duty Free – CB Perfumes WestDec 09 2018

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+ 38%

Dubai Duty Free – CB GucciDec 12 2018

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+ 75%

Dubai Duty Free – CB FerragamoDec 16 2018

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+ 60%

Dubai Duty Free – CB ChanelJun 24 2019

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+ 42%

Dubai Duty Free – CB Christian DiorSep 12 2019

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Dubai Duty Free – CB Lifestyle AYS EastMar 07 2019

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Dubai Duty Free – CB Lifestyle AYS WestMay 02 2019

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Dubai Duty Free – CB Finest Surprise - SkyTrainOct 22 2019

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Dubai Duty Free – CA GoldSep 15 2019

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Dubai Duty Free – CA ElectronicsSep 26 2019

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+ 96%

Dubai Duty Free – CA Gifts from DubaiOct 08 2019

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Dubai Duty Free – CA Customer ServiceNov 08 2019

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TIMELINE – Ecommerce and Digital Customer Engagement

• Commerce Cloud OCC• Responsys• Data Management Platform (DMP)

Responsys, DMPKick-Off

OCCKick-Off

2018 Jul Sep Oct Nov Dec Jan Feb Mar Apr May Jun

OCCGo-Live

CEGo-Live

RCE Phase 2

Oct

RCE Phase 1 Go-Live

Aug Sep2019

Nov

18

Jul DecAug

• Social Cloud• Customer Service Cloud (CE)• Retail Customer Engagement (RCE)

Discovery and Development OCC UAT

ResponsysGo-Live

DMPGo-Live

Development

ORCE Kick-Off

Social CloudGo-Live

Development

OCC – New Brand Boutiques Launched

Lancôme iFrame Page - OCC New Samsung Boutique - OCC

• New Boutique shops were developed in OCC with multiple brands enrolled. • Upcoming Gucci and La Prairie.

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DDF Concierge Shopping Service – CA EK BCL

• Order products from the comfort of your lounge.

• Your order delivered within 90 minutes.

• Kiosk mode homepage for quick navigation

• Assisted shopping experience featuring almost all categories and products from that concourse

• Location based finder to deliver orders to your seat within the lounge

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All in one Android POS system with Credit Card reader, Scanner and Receipt printer

DDF Mobile POS on Android

DDF POS application was redesigned and ported from Windows to the Android platform forming an All-In-One POS that also locates the customer using location based tracking within the Lounge.

DDF Concierge Shopping Service

• POS• Scanner• Printer• Locating Customer• Card Payments

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Categories for Concierge catalog

DDF Mobile POS on Android

No CATEGORY PRODUCTS DISPLAYED

1 Books 506

2 Sunglasses 422

3 Giftware 5

4 Liquor 1,406

5 Cosmetics 5,016

6 Luggage & Travel Access 310

7 Household & Toletries 1,273

8 Toys 524

9 Delicatessen 345

10 Precious Jewellery 38

11 Confectionery 370

12 Costume Jewellery 483

13 Electronics 1,357

14 Cigarettes Tobacco Cigars 926

15 Watches & Clocks 1,306

16 Gifts from Dubai 931

17 Pens & Lighters 104

18 Cameras & Accessories 170

19 Perfumes 2,830 Total 18,322

DDF Concierge Shopping Service22

DUBAI DUTY FREE – Responsys

1st Email campaign using RESPONSYS

• 21st April 2019 - email campaign for LANCOME

• Sent to 135,308 email addresses

• Delivery rate of 98.09%

• Open Rate of 25.37%

• Clicked on the content 1.14%

Industry Benchmarks

98.0%

Delivery

20% – 23%

Open rate

0.5 % – 1%

Clicked through rate

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DUBAI DUTY FREE – Responsys

• Emailers with online products as content had a better CTR (click through rate) as compared with informative emailers

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DUBAI DUTY FREE – Customer Service and Retail Customer Engagement

Data Sources for Retail Customer Engagement

• All data sources are connected to a single repository - ORCE. • POS – Instore • Website - Online• Customer registration form – Fully managed page that can be used dynamically

across locations to acquire new registrants for engagement.

• 5000+ customer records with their shopping data recorded from selected stores in the first month of Go-live.

• 4000 customer records created through Customer service (Engagement Cloud) since go-live.

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DUBAI DUTY FREE – Digital Media Advertising Spend 2016 – 2019

2016 2017 2018 2019

Axis Title

Digital Print Outdoor Linear (Digital)

• Print Advertising includes Local, International and Trade publications.

• Outdoor – Events outdoor (DDFTC, DDF Irish Derby, DDF Irish Open), JC Decaux airport screens.

Our Shift in Value of Digital vs Print Media

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DUBAI DUTY FREE – Sales By Area

CONCOURSE A CONCOURSE B CONCOURSE C CONCOURSE D ARRIVALS PUBLIC SHOPS & OTHERS

TERMINAL 2 AMIA

DDF Sales By Area2019 vs. 2014

2014 2019

Variance-22.59%

Variance-10.42%

Variance-78.18%

Variance1.15%

Variance5.19%

Variance-6.61%

Variance32.26%

20.75%20.95%

37.19%

33.34%

22.56%

4.72%

20.62%

9.96% 9.67%

2.21%1.90%

6.36%

8.07%

0.97%0.72%

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DUBAI DUTY FREE – Sales by Category

460

341

286

160

234

156

106

46 41 69

525

312 300

225 209

161

135

41 49 51

-

100

200

300

400

500

600

Fragrances &Cosmetics

Watches, Gold,Jewellery &

WritingInstruments

Wines & Spirits Tobacco Goods Confectionery &Delicatessen

Electronics &Cameras

Fashion &Accessories

Giftware Finest S Others

in U

SD M

illio

ns

Categories Comparison2019 vs. 2014

2014 2019

14.07%

-8.45%

4.65%

40.40% -10.71%

3.21%

26.72%

-10.63% 18.50% -26.07

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DUBAI DUTY FREE – Traffic Comparison by Destination

-

200 000

400 000

600 000

800 000

1 000 000

1 200 000

1 400 000

LONDONHEATHROW

BANGKOK BOMBAY/MUMBAI MULTAN COLOMBO DELHI DENPASAR BEIRUT CAPE TOWN MANGALORE

Top 10 DestinationsBiggest Drop in Passenger Nos

2018 2019

202,695-16.69%

98,069-12.47%

DEPARTING

81,139-7.97%

75,986-42.91%

50,458-26.01%

65,508-13.65%

61,569-6.89%

54,741-23.59%

54,648-11.93%

51,907-21.43%

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DUBAI DUTY FREE – Traffic Comparison by Destination

-

500 000

1 000 000

1 500 000

2 000 000

2 500 000

LONDONHEATHROW

BOMBAY/MUMBAI DELHI MULTAN COLOMBO CAPE TOWN MANGALORE BANGKOK DENPASAR AMMAN

Top 10 Biggest Drop in Passenger Nos

2018 2019

332,695-14.80% 187,057

-8.97%

152,578-8.51%

147,319-41.80%

97,500-12.13%

121,046-12.71%

109,345-21.64% 108,720

-27.67%

108,324-6.79%

101,820-22.13%

DEPARTING and ARRIVING

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DUBAI DUTY FREE – Departures Sales By Region

MIDDLE EAST FAR EAST AFRICA AMERICAS AUSTRALASIA RUSSIA INDIA SUB-CONTINENT

EUROPE

Departures Sales By Region(Jan - Oct 2019) vs. (Jan - Oct 2018)

2018 2019

-3.61%

-5.16%

2.74%

-6.90%

5.23%

2.65%

-1.85%

2.36%

16.99%

17.79%

23.83%24.33%

11.36%11.61%

3.51% 3.58%

1.31% 1.22%

5.62% 5.31%

19.97% 19.50%

17.40%16.68%

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DUBAI DUTY FREE – CHINA | INDIA | UK

$236,96

$182,84

$77,10

$248,05

$183,79

$72,30

CHINA INDIA UNITED KINGDOM

Focus on China, India, UKJan - Oct 2019 vs. Jan - Oct 2018

2018 2019

-6.22%

0.52%

4.68%

Share to FAR EAST 71.76%

Share to DDF Sales 14.60%

Sales in USD Millions

Share to FAR EAST 73.18%

Share to DDF Sales 15.29%

Share to INDIA SUB-CONTINENT 66.07%

Share to DDF Sales 11.26%

Share to INDIA SUB-CONTINENT 67.66%

Share to DDF Sales 11.33% Share to EUROPE

31.98%Share to DDFSales 4.75%

Share to EUROPE31.11%Share to DDFSales 4.46%

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DUBAI DUTY FREE – UnionPay | AliPay

8,5912,77

9,90 11,02 10,17 10,49 8,67 9,60 8,87 9,64

99,73

13,6117,66

15,6911,15 11,25 11,66 11,53 12,51 12,39 13,62

131,07

-

20

40

60

80

100

120

140

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Total

in U

SD M

illio

ns

UnionPay & AlipayJan - Oct 2019 vs. Jan - Oct 2018

Jan -Oct 2018 Jan - Oct 2019

58.39%38.25%

58.42% 1.21% 10.56% 11.17% 33.00% 30.32% 39.65% 41.39%

31.43%

% Share to Total DDF Payments(Cash & Credit)2018 - 6.32%2019 - 8.40%

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DUBAI DUTY FREE – Ctrip

3,80 6,44 5,37 6,10 6,73 5,79 6,17 6,06 6,498,18

61,12

8,4911,72 9,75 8,48 7,83 8,03 7,75 8,86

10,5611,14

92,62

-

10

20

30

40

50

60

70

80

90

100

Jan Feb Mar Apr May Jun Jul Aug Sep Oct

in U

SD M

illio

ns

Sales to CtripJan - Oct 2019 vs. Jan - Oct 2018

2018 2019

Increase of 51.53%

TOTAL

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DUBAI DUTY FREE – Sales 1983 - 2019

247

1 9261 828

1 932 2 015

2 006

4 4 4 4 4 5 5 4 5 6 6 7 8 9 10 11 12 14 16

18 22

25 29

34 37

41

47 51

58

66

73

78

84 89 90 88

-

10

20

30

40

50

60

70

80

90

100

0

200

400

600

800

1 000

1 200

1 400

1 600

1 800

2 000

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36

PAX IN MILLIONSSALES IN USD MILLIONS

2000

Pro

jec

ted

▪ 14.2% average sales growth over 35 years.1983

2019

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DUBAI DUTY FREE – Annual Sales and Passengers

1 9261 888

1 828

1 932

2 015 2 006

73,2878,01

83,6789,02 90,05 87,90

-

10

20

30

40

50

60

70

80

90

100

1 700

1 750

1 800

1 850

1 900

1 950

2 000

2 050

2014 2015 2016 2017 2018 2019

DDF Annual Sales & Passenger Statistics2014 - 2019

Revenue in USD Millions

Passengers in Millions

Growth 2019 vs. 2014Pax 19.95% Sales 4.18%CAGR 2014 - 2019Pax 3.71% Sales 1.10%CAGR 1984 - 2019Pax 9.50% Sales 14.20%

Prev Yr Var-1.96%

Prev Yr Var-3.17%

Prev Yr Var5.68%

Prev Yr Var4.31%

Prev Yr Var-0.45%

Prev Yr Var6.46%

Prev Yr Var7.25%

Prev Yr Var6.40%

Prev Yr Var1.15%

Prev Yr Var-2.39%

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37

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Dubai Duty Free - End of report -

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