The second strategic area for the Group’s sustainability

Customers’ requests and wishes are constantly changing, evolving and increasingly demanding.
This market characteristic is magnified by the expansion of international contacts, with cultures, habits and needs criss-crossing. The Autogrill Group responds to this complex situation by continuously renewing its offering, changing its way of thinking and cooperating closely with landlords and partner brands.

The Autogrill Group offering, which serves an extremely numerous clientele across five continents, in two rather different business sectors, is distinguished by a great strength: the continuous innovation of the products and services offered along with the cross fertilization within the Group.

The Group savily combines Food&Beverage with retail and Duty-Free to adapt to the emerging needs of different countries, in an ever-changing society, inventing and renewing its concepts and offering.
Specific aspects, size of the business and international scope are but a few of the elements that further complicate the situation.
Consequently, a crucial role is assigned to the assortment of brands managed (either directly or through a license), as they enable the Group to be present in 38 countries worldwide, with different and innovative solutions meeting customers’ needs.

Today, customers want to be more actively involved in creating the offering and devising services.
Surveys conducted by the Autogrill Group highlighted that travelers want to actively express their wishes, regenerate their energy and ease the psycho-physical stress of traveling. In other words, they want constant innovation in products and services. Physical spaces are also important, and demand differs depending on the type of traveler. Habitual customers, including lorry drivers, families, children, the differently able, pets, bikers and business people, are only a portion of the population that comes into contact with Autogrill every day. They want more comfortable, more functional and basically more attractive and relaxing interiors, so that stopping becomes a pleasant experience, with modern furniture, better lighting, attention to materials used and more comfortable chairs, tables and stools, all necessary amenities for travelers.

Customers want to be more and more emotionally engaged in the consumption experience, they want novelty and comfort, they are less willing to make do with standardization, they would like an offer that can be tailored to their taste, to include typical local products, to their type of journey.

These are the challenges the Group faces every day.