QUALITY OF SERVICE FOR THE OPTIMAL CUSTOMER EXPERIENCE
By listening to the travellers who use its highways, airports and railways, VINCI Concessions teams constantly strive to improve the experience of users of network infrastructure.
The customer experience is one of the three major focuses of VINCI Concessions’ strategy for innovation. On highways, innovation is found in the smoother and more automated payment experience. The partnership announced in 2024 between ViaPlus, a wholly owned subsidiary of VINCI Highways, with Nuvei Corporation, a Canadian fintech company, has enabled the subsidiary to integrate over 700 new payment types to its payment technology platform. Users of the ViaPlus network can now use Apple Pay or Alipay, one of the world’s most popular digital wallets, as well as local options that are widely implemented in the countries served by the VINCI Highways network – such as Pix in Brazil, Pago Efectivo in Peru and Nequi in Colombia.
Unique experiences at network airports
Better meeting travellers’ needs also means boosting the appeal of structures in the network. The new and enhanced duty free areas at Belgrade airport, the network airports in Portugal, and Kansai International airport in Japan attest to this. Eight years after it joined the Group network, the Japanese airport now has a completely redeveloped retail area.
Particular care has been paid to the general look and feel so that it reflects Japanese culture and the identity of Osaka Bay. Travellers can now discover a dual aspect shop spanning 2,500 m²
– the largest in any Japanese airport – offering a wide variety of duty free products. It opens onto an open space with four themed retail areas created in line with the “design by mood” concept, which has already been trialled at Salvador Bahia airport in Brazil: “Active”, with urban lifestyle, tech and business products; “Curious”, based on tourism and culture; “Peaceful”, a range focusing on the natural world; and “Fun” for playful and entertaining products.