How passenger expectations are reshaping Costa Coffee’s airport strategy

There is no single airport coffee customer; therefore, there should be no single airport coffee proposition, writes Costa Coffee International Managing Director, Sam O Brien

Airports are among the most complex environments consumers navigate. Passengers move through a series of time-sensitive moments, from security and departure to connections and arrivals, often in unfamiliar surroundings. In that environment, the role of hospitality is changing. Passengers increasingly expect more than efficiency. They want convenience, quality, familiarity, and experiences that fit naturally around the way they travel.

“The future of airport retail will not be defined simply by bigger stores or faster transactions”

With almost 200 airport locations globally, serving 57 million customers across our travel estate and reaching more than 1.5 billion passenger journeys annually through the airports in which we operate, Costa Coffee has seen first-hand how passenger expectations are evolving.

Our experience has reinforced a simple belief: the future of airport coffee is not about one format serving every passenger. It is about creating the right coffee experience for the right moment in the journey.

The importance of familiarity

Research from GlobalData PLC shows that 66% of passengers follow a pre-flight coffee ritual, while 58% actively seek out familiar coffee brands when travelling. These behaviours point to something important about airport hospitality – familiarity has value.