Business model

At the heart of our business are our people, customers and partners. We aim to deliver our vision through our strategic priorities and our forensic approach to retailing, and by constantly innovating, expanding globally, improving our profitability and delivering sustainable returns.

Our unique combination of strengths

Our success as a global travel retailer is built on a clear set of strengths that underpin every part of our business. From our deep understanding of travelling customers and strong landlord relationships, to our talented people, premium locations and continually evolving product and service offer, these strengths enable us to deliver excellent customer experiences and drive long-term value.

Understanding customers

We understand and respond to the needs of the travelling customer better than anyone else.

Landlord partners

Our market-leading store design, range breadth and forensic approach to retailing allows us to deliver superior economics and innovative formats for landlord partners.

Our people

We have c.9,000 dedicated colleagues across our stores, distribution centres and support centres.

How we create value

We create value by designing formats and stores that are tailored to the needs of travellers, offering a carefully curated product range that meets demand at every stage of the journey. With a data-driven, forensic approach to retailing, we continually optimise range, space and pricing, while reinvesting in new store openings and innovation to drive sustainable growth across our global travel estate.

Dublin

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Edinburgh

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North America

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Australia

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Who we create value for

Our business creates value for a broad range of stakeholders. We deliver convenience and service to our customers, meaningful opportunities and support for our people, and sustainable returns for our investors. We build long-term, mutually beneficial relationships with our landlord partners and suppliers, and contribute to the communities we serve through literacy and wellbeing initiatives.

Our Customer

We bring our customers the best products and services for whichever of life’s journeys they’re on.

Our people

We provide an inclusive and rewarding environment for our colleagues to build a career supported by our internal colleague‑led networks.

Our Investors

We focus on providing consistent, profitable and sustainable growth, returning surplus cash to shareholders through a clear dividend policy and share buybacks.

Our landlord partners

We are proud of our strong landlord partnerships and we work collaboratively with them to ensure flexibility and that we meet customer needs together.

Our suppliers and business partners

We work collaboratively with our suppliers and business partners to provide customers with a wide range of products and to grow our business and theirs.

Our community groups

We operate a responsible business that contributes to the communities in which we operate.

Underpinned by

Our business model is underpinned by a strong commitment to responsible operations and is lead by our purpose and values.

Our culture, purpose and values

Guided by a clear purpose and strong values, our culture empowers our people to deliver excellence, act with integrity, and create lasting impact for all stakeholders.

Purpose and values