Heathrow Airport partners with AOE for OM³ Suite to enhance the customer experience

Heathrow will strengthen its digital services and infrastructure to create a simple process for the 300 brands to share their products with customers, leading to greater choice within the current Reserve and Collect service. To turn vision into reality, Heathrow is collaborating with some of the world’s best technology partners to deliver these innovative solutions.

London Heathrow Airport has announced that it will launch AOE’s OMas a significant step in transforming the airport’s digital experience. The announcement is further proof of the accelerating momentum that the OM3 suite has generated in the aviation industry, coming shortly after Auckland Airport and AOE announced a similar partnership.

OM³, or Omnichannel Multi-Merchant Marketplace, is a comprehensive suite which multi-retailer venues such as airports can use to digitalise their non-aviation revenues, thus providing their customers a unified and seamless online and offline experience.

Heathrow will strengthen its digital services and infrastructure to create a simple process for the 300 brands to share their products with customers, leading to greater choice within the current Reserve and Collect service. To turn vision into reality, Heathrow is collaborating with some of the world’s best technology partners to deliver these innovative solutions.

AOE CEO Kian Gould comments: “Our OM³ Suite continues to build momentum for Heathrow and we are especially excited to be part of Heathrow Airport’s strategy to digitalise their entire business model to benefit both passengers and employees. As one of the world’s most important airports, Heathrow is at the forefront of the aviation industry, continuously innovating to improve its offering. Our goal is to be a long-term partner in this effort to enhance the passenger experience.”

Heathrow has a long-term vision for digital transformation, and AOE will provide an omnichannel platform that will integrate seamlessly with the existing infrastructure. In addition to providing a sophisticated, convenient on- and offline shopping experience, the OM³ Suite will ultimately integrate with numerous additional features including loyalty programmes, lounge access, parking and VIP services. Another feature of the platform is the capability to provide passengers with real-time information, helping make the most of their time in the terminals.

Chris Annetts, Retail and Service Proposition Director, Heathrow Airport, adds: “We have a long-term vision to deliver a seamless digital experience for all our passengers, both inside the airport and in the comfort of their homes. This partnership with AOE is the next step towards building seamless end-to-end experiences for passengers and enabling us to interact with them more efficiently for an enhanced and memorable journey.”

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