How Auckland Airport offers 24/7 duty-free pickup with secure self-service lockers

The challenge

Through The Mall, Auckland Airport's online store, travelers buy duty-free goods before they fly and collect them at the airport. Late-night and delayed flights made pickup hard to staff. Team members stayed on site for extended hours, which drove up labor costs.

Duty-free rules add another layer. Handovers have to be controlled, which ruled out ordinary unattended pickup. The airport needed a secure, cost-effective option that met those rules and worked for travelers and staff alike.

What we built

We worked with the airport team to map the pain points, from how travelers are notified to the security a duty-free handover requires. The lockers were configured around both.

The lockers carry a custom wrap featuring products from The Mall. Travelers walking past see what they can order next time, so the lockers promote the store as well as serve it.