One digital front door for a premium hub
Zurich Airport wanted a direct commercial relationship with its passengers, not a set of disconnected digital services. Passengers arriving at a hub of Zurich's standing encounter parking, lounges, fast track, retail and F&B as separate transactions, each with its own booking path, and each easy to abandon.
The commercial cost of that fragmentation is invisible but real: services bought late or not at all, no single view of the customer, and no way to promote one product to a passenger already buying another. The airport needed a platform that could carry every commercial service under one experience, and that could be extended in stages rather than delivered in a single high-risk programme.
About Zurich Airport
Zurich Airport stands as one of Europe’s premier international hubs, renowned for its seamless efficiency, world-class services, and forward-thinking innovation. Serving millions of travellers annually, the airport is a leader in delivering a modern, digitally enhanced travel experience. With a strong focus on customer-centric solutions, Zurich Airport continuously invests in cutting-edge technology to optimise operations, streamline passenger flows, and provide a more personalised and convenient journey. Its commitment to innovation ensures that travellers benefit from a connected, efficient, and enjoyable airport experience at every touchpoint.
"We are excited to embark on this transformative partnership with Omnevo. By consolidating our ecommerce strategy within our digital experience platform, we can ensure a consistent and exceptional experience for our passengers and guests. We believe that this collaboration will elevate our airport’s ecommerce capabilities to new heights, reinforcing our commitment to delivering world-class services."
ZRH Comfort: a phased launch, starting with services
Omnevo and Zurich Airport launched ZRH Comfort as phase one of a wider commerce transformation. Rather than replacing everything at once, the airport started with a defined set of passenger services on a platform designed to absorb further categories as they are added.
Passengers browse and buy airport services and products in one place, with a consistent checkout and a single customer record behind it. The platform consolidates the airport's e-commerce within one digital experience layer, which means each subsequent phase extends an existing system rather than launching another one.
Commercial priorities
- A direct customer relationship. One account, one basket, one view of the passenger across every commercial service.
- Sell services earlier. Move purchase decisions ahead of the travel day, when passengers are planning rather than rushing.
- De-risked delivery. Phased scope, so each release is proven before the next is committed.
A platform live, and a route to the next phase
- ZRH Comfort live, consolidating airport services into a single passenger-facing storefront.
- One commerce layer for the airport's digital estate, so subsequent categories extend an existing platform instead of adding another integration.
- A single customer record across services, which is the precondition for cross-sell and personalisation in later phases.
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