• Our global managed services solutions are designed to cover all aspects of an end-to-end retail programme – partnering with key suppliers to attack costs in the supply chain and optimise revenue streams.
• We source products and partner with global brands to drive spend per head – carefully making astute selections that meet margin expectations and consumer pricing that they are prepared to pay.
• Design, develop and manufacture pre-packaged food solutions and niche boutique solutions - perfect for the buy on-board or e-commerce digital marketplace.
• We partner with all of the leading global Tech, Supply Chain & Logistics companies to deliver a seamless, fully integrated e2e retail proposition.

• The success of any retail programme hinges on the optimum loading levels of every product on every flight.
• We use sophisticated tools that plan the retail ranges for the seasons and trading periods in questions, to manage both supply chain order pipeline and order requirements and onboard loadings and wastage requirements, flight by flight throughout the network.
• Using BI that covers profit per square inch and AI, our solutions suggest optimum loading levels to bets plan the supply chain, maximise sales and minimise waste.
• With full regulatory approval, the solution can also provide the loading requirements and documentation required to deliver the goods to the aircraft.
• Full flexible, the retail teams have the opportunity to review and change the dynamics in order to influence the loadings on a regular basis based on agreed sets of variables.

• We operate with the widest range of promotional strategies to optimize sales and customer experience.
• From short term, value saving promotions to seasonally themed campaigns, rich data under-pins the promotional strategies to ensure maximum success.
• We link airline loyalty schemes seamlessly into our programmes – allowing customers to collect loyalty rewards in exchange for purchases onboard, using loyalty rewards to pay for goods and providing access to loyalty customers for bespoke products and promotional offers.

• We work with the widest range of Global and Local suppliers across the industry to piece together optimized ranges for our customers.
• We carefully develop sales plans to comprehensively source a product range that befits the plan and strategy, utilizing these relationships with key suppliers to access limitless SKU collections for optimum range developments.
• Data and insights are key to making the right sourcing choices and we have access to the best market data to ensure the right brand and product fits to the customer demographic and purchasing habits.

• Having access to a truly integrated e2e solution means we have class-leading BI and insights that are designed to drive revenue, reduce the cost base and provide better insights to reduce working capital.
• Standard suites plus specifics tailored to your business – spanning Trading Insights, Cost Management, Supply Chain, Operations and Compliance.
• Local BI teams linked to accounts supported by Emirates group enterprise data and analytics.
• External market intelligence to understand commodity pricing as well as customer insights.

Click on the link below to see our comprehensive BI suite in action.

• We operate with a powerful Enterprise Class Warehouse Management and ERP System.
• As goods are picked from the warehouse and then sold onboard, automatic data feeds link to the ERP system, to suggest required replenishment orders.
• The solution possesses order algorithms that allow for a daily dynamic re-order calculation for all products in all in bases to create a Re-order level.
• Re-order levels convert to an automated Purchase order which are sent to Vendors directly via email or interface into the Vendor system.
• Purchase order creates a GRN that is used to check the goods at goods in and match to invoice for supplier payment – meaning we have total visibility of stock on hand, stock in transit, and stock in production with the supplier.

• Having access to a truly integrated e2e solution means we have class-leading BI and insights that are designed to drive revenue, reduce the cost base and provide better insights to reduce working capital.
• Standard suites plus specifics tailored to your business – spanning Trading Insights, Cost Management, Supply Chain, Operations, and Compliance.
• Local BI teams linked to accounts supported by Emirates group enterprise data and analytics.
• External market intelligence to understand commodity pricing as well as customer insights.

• Using AI – our Tech partnerships put dnata at the forefront of true dynamic merchandising.
• AI simplifies the integration and Retail Offering (pre-order, buy on board, buy at seat and ecommerce) by providing a middle layer that connects to all of them from source system to destination system that predicts the right mix and load levels of products for every single flight, taking away the need for bar Standards and Bar Design. And current trials are showing an over 96% success level of AI prediction – driving improved sales and waste reductions.
• The solution gets access to all the available information generated from all the systems involved in the entire operations.
• It captures and processes the data from all involved systems and models the data that is gathered to provide both retrospective and predictive analysis over the performance of each process to fulfill their Retail Operations.
• Enables the airline to establish and measure non-financial performance indicators by enabling an Environmental, Social and Governance framework (ESG) and measure long term success based on responsible corporate management.
• Enables the airline to better understand and predict the overall demand for their retail offering and all its support operations in a more targeted way, utilizing Machine Learning and Artificial Intelligence.

• In planning the range – and linking the merchandising expertise to the Category Management and Buying teams we purchase published market trend materials, leverage our rich data warehousing and analytics from retail trading, work with our supplier base to extract meaningful trend analysis and use traditional insights – obtained by talking directly to or analyzing your customers.
• We use this information to shape “Segmentation” – where we develop a richer understanding of different market approaches based on customers' lifestyles, preferences, and aspirations.
• In planning and developing the ranges, this helps us to find out what customers are willing to purchase, understand up and coming trends to plan a range of goods, that are unique to the airline’s customer proposition.

• The significance of SRM in the inflight retail business cannot be overstated and effective SRM directly impacts various critical aspects of retail operations.
• dnata has established a range of tools and reporting suites, designed to ensure the timely availability of products to maintaining consistent quality standards.
• Clear visibility on supplier delivery performance – on-time and in full, with clear visibility for the Category teams to swiftly manage any shortfalls.
• Equally, supplier effectiveness is monitored to provide the right levels of data and insight to best manage the business development relationships with the suppliers, to unlock real value and growth from the partnership.

• We operate with robust warehouse management applications that allow us to manage stock and conform to all local regulatory customs requirements.
• Clear and live views of stock inventory including product (pick & despatch). The systems capture all stock movements – live.
• At the front end, Net Stock is the ERP tool used to forecast, plan the supply chain and place orders.

• Our managed services team audit all aspects of the retail programs, to provide assurance to the business and our customers.
• The Integrated Compliance Audit provides assurance that risk management, governance and internal control processes and procedures are operating effectively and efficiently.
• We also perform regular Physical Inventory (PI) counting of stock items, to audit the data on the warehousing systems and stock control solutions.
• The inventory count and reconciliation is a stock checking method. This involves a cyclical physical check of stock items which exist in the warehouse against the stock recorded.
• This process comes in different forms – and provides peace of mind that cash and stock are protected within the program.

• Across 66 airports within 12 different countries, dnata possesses the most powerful network of last mile operations across the globe.
• Equally, where we are not present, dnata operates with countless joint ventures and contract management frameworks, where we manage 3rd Party Last Mile Providers for the warehousing / pick / pack service requirements.
• With the development of rigorous process manuals aligned to legislative compliance – we manage the performance of 3rd party last mile provider in terms of how they operate the warehousing and bar pack elements aligned to any retail programme and contract. We are vastly experienced in operating this model successfully across the globe – delivering seamless performance as if it were executed within our own network.

• Via our unique marketing partnerships, we create personable, meaningful and results driven creative content with a clear focus on retailing to drive performance. We develop comprehensive and targeted marketing strategies, providing a suite of multi-media communications to promote onboard, pre-departure awareness and pre order sales, with the strategy capturing:
  • Compelling offline content
  • Online – End to end Online Marketing Services
  • Marketing plans and promotions – utilising Socio-marketing, Visual Assets, and Automated messaging
  • Meaningful analytics to shape retail and supply chain decision-making.

• We have a global track record in partnering with numerous suppliers to implement Onboard Wifi and seamlessly link into our customer’s onboard IFR solutions.
• Our rich knowledge and key relationships with the leading partners, leaves us best placed to guide you into how to seamlessly link the product into the IT stack and unlock the new revenue streams that are at your finger-tips. These include:
  • Entertainment - Film & Video Streaming, Music, e-Books, Magazines, and Games
  • Customer Journey - Interactive onboard moving maps, fully integrated at-seat ordering, customer information, and travel information – with tourism board partnerships
  • E-Commerce - Shopping, inflight and post-flight delivery, at-seat ordering, and ancillary partnerships
  • Advertising & Sponsoring - Advertising, Influencers, Social Branding, and 3rd Party support.

• dnata don’t just operate with traditional marketing methods. Our digital reach has rapidly expanded through the creation of an immersive online retail experience – recognized to be on a par with the leading retail giants.
• Our new digital strategy is market-leading and is focused on attracting customers to preview the product ranges prior to departure and obtain bespoke offers and promotions, to stimulate sales growth across all channels of retail.
• By regularly feeding inflight retail content into the airline’s monthly social media or CRM activity, we can educate consumers on products within the range, to encourage on-board purchases and generate engagement – by linking in with seasonal trends where applicable.
• We develop end-to-end organic social marketing strategies, to create bespoke branded content tailored to the target audience and drive results.

• We understand the impact that a well-designed brochure will have on the inflight retail business.
• We work with leading Creative partners to execute purposefully designed brochures and menu cards.
• All creative work is aligned to airline, retailer and supplier brand values – and tells all of our messages succinctly and creatively, inspiring interest through engaging content, being persuasive and clearly signposting the next steps in the retail process for your customers.

• We like to operate design and photography services for all online and offline content under one roof.
• This optimizes the value to the customer – but also ensures a seamless look and feel to the publications we produce and distribute.
• To connect with the customer and provide lifestyle imagery for the products we showcase onboard, we shoot food, drinks, and retail products for social and editorial content – working with studios that offer a wide selection of props to tackle any creative brief.

• Our Buying and Category teams are richly experienced in negotiating, securing, delivering and evaluating all retail marketing investments.
• This ensures all advertising campaigns deliver maximum value and are neatly linked to the wider trading strategies and range plans put in place for the seasonal trading activity.
• Working closely with suppliers in optimizing advertising space or with creative partners to execute advertising visions – we produce meaningful advertising campaigns and strategies that unlock the optimum value from the retail proposition.

• Having an online presence for the inflight retail offering is key to a successful digital marketing strategy - allowing you to become a destination for all things retail.
• The websites we create are consistently updated with product information, details of on-board / pre-order promotions, and editorial lifestyle content that ties in with seasonal trends to educate and engage users.
• Whether solely for browsing and researching before you fly, or a full e-commerce shopping experience – our web development service means we create functional, user-friendly websites and web applications.
• Our partners write code, develop and test new applications, monitor site performance and traffic – with a keen focus on the user interfaces and experience that are both functional and secure.

• From galley equipment to service equipment or from IT ePOS kit to onboard retail stocks, all assets are controlled within dnata’s systems.
• Tracked for their movements, audited and reported against – our central teams are completely across all levels of asset management – ensuring supplementary items are in the right place at the right time, losses are controlled, and any items that require repair and return to service are dealt with hastily.

• Our Compliance function is responsible for defining, introducing, and implementing the compliance strategy for our airline retail customers and managing compliance infrastructure, resources, activities, and related capabilities across the network.
• The Compliance Module covers a number of disciplines such as:
  • Food Safety
  • Health & Safety
  • Security
  • Environmental
  • Customs & Excise
  • Civil Aviation Authorities
• Bonded Stores and Warehouse Processes are audited internally, capturing Materials Control, Logistics, Despatch, and Drivers so that all Security, Safety, and local Customs legislation is controlled.

• Our international network of customs and trade specialists help our customers and retail teams to move goods around the world more effectively.
• Our specialist teams ensure we keep tax registration in all take-off destinations across the globe and fulfill all of the ancillary obligations and daily transactional accounting for the purposes of Taxation (VAT), Customs, and Duty.

• Where required, dnata’s Managed Services teams ensure that adequate catering equipment is purchased and distributed to agreed stock levels throughout the airline customer’s network.
• The teams ensure that all equipment is maintained and repaired as required to ensure it is safe and fit for purpose.
• Through sophisticated asset tagging and linked into our data warehousing suite, reporting and insights are used to monitor equipment together with confirmation of any purchasing, repairs or re-balancing to be actioned.
• dnata also works with 3rd Parties to manage the repair of equipment as required.

• Managing crew commission schemes can be complicated.
• dnata is experienced in managing all types of commission programs – such as those linked to target attainment, those with set conditions for triggering commission payment, or simple splits of commission across the crew as a percentage of sales.
• No matter what the scheme is, dnata ensures that robust processes & procedures are in place to ensure the accurate & timely preparation of Crew commission files.
• Our experienced teams manage the Crew Commission processes from our central operation in Dubai, preparing files to be supplied to the airline in line with payroll cut-off dates advised by them.

• Warehousing and Retail operations around the globe can differ.
• We provide guidance and management to ensure suitable and fit-for-purpose processes when it comes to stock control and the reconciliation of stocks after they have been dispatched from the warehouse onto a flight and back again.
• We provide the step-controlled processes that are adopted within the Bond & Warehouse operation for the accurate capture of outbound and inbound stock movements – mapped against the overarching central stock warehousing software system.
• The detail also includes the processes that are followed through the Finance Reconciliation team for the accurate release of commission to the airline and allocation of appropriate discrepancies – all fully linked into our BI suites for detailed reporting.

• dnata has robust processes & procedures in place across the globe to ensure the accurate & secure reconciliation of all cash, credit card & voucher payments.
• All partner Cash Handling companies selected to handle the cash payments are all adequately vetted and trained and control the processing and collections of revenue taken from onboard purchases, ready for the Reconciliation teams to process and close flights efficiently to process crew commission payments.
• Seamlessly linked to IT systems, all banking data is automated into the back-office system for live visibility of processing and speed of reconciliation.

Via our unique marketing partnerships, we create personable, meaningful and results driven creative content with a clear focus on retailing to drive performance. We develop comprehensive and targeted marketing strategies, providing a suite of multi-media communications to promote onboard, pre-departure awareness and pre order sales, with the strategy capturing:

• We work with all the global Tech solutions to provide ePOS applications that can run as a standalone app on both Android and iOS platforms.
• We can also provide MDM services for the mobile devices.
• We provide procurement services and contract management models for securing suitable and appropriate hardware for your retail programs.
• ePOS applications can function in a fully offline mode while in-air, and all data inc. payments are synchronized upon data connection being available either inflight or on the ground.

• We offer the most flexible solutions when it comes to payment methods, payment gateways, and card acquirer management. Key features of the services include:
  • Online & offline authorization
  • Point-to-point encryption (P2PE)
  • Refund management, individual or batch refunds
  • Reports and data analytics, transaction and payment data
  • Exception reporting, declined transactions, and pattern spotting
  • Bin range management and blacklists
  • Choose to route your transactions to one or multiple acquirers
  • Accept most currencies and local cards, including all of the major mobile payment methods such as Apple Pay and Google Pay.

• We provide the complete ecosystem for retail, integrating all solutions seamlessly and providing the 24/7 service and security support that is required.
• Our IFR Service Support team are primarily contacted via our CSM tool. There is also a mailbox and phone number for contact and escalations. The team manage and report on the following ITIL standard processes:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Requests
  • The CSOC Cyber Security Operations Centre monitors 24/7.
• Service Design & Transition define the ELS (Early Life Support) to ensure the products/services that are being delivered are supported in-life with the right people, process, systems, tools.

• No matter the tech partner, our back-office solutions allow for total management of the retail offering and configuration of the POS and Bar Set packing applications.
• They provide a comprehensive set of functionalities to process and manage information on transactions, sales, and inventories on-board flights.
• From setting up master data to configuring onboard merchandising standards, to setting promotional campaigns through to full revenue and stock reconciliation – the robustness of the system provides the peace of mind of control over the e2e retail program.
• Data that is required for the POS application is immediately available for sending to the ePOS app once it has been added to the Back Office. Synchronization rules mean any new data from the Back Office is automatically downloaded to the ePOS app. At the same time, any relevant sales and payment data on the POS app is uploaded to the Back Office and Payment Gateway.