Why payments are the new frontier in airport retail?

As airlines accelerate their retailing transformation in response to evolving passenger expectations, the airport journey is being reimagined as a series of customer-centric moments. In this shift, payments are emerging as a critical enabler - not just a backend process, but a frontline opportunity to improve the traveller experience and limit revenue leakage.

Travellers today expect convenience at every touchpoint, and airlines have an opportunity to engage them with personalised offers and new ancillary services. But delivering this convenience depends heavily on getting payments right – consistently, securely and conveniently across every touchpoint – as is made clear in the recently published report ‘Retailing ready: towards traveler-centric airport payments’, jointly commissioned by Worldline and Outpayce from Amadeus.

Airports as emerging retail hubs

Historically, airlines’ focus at the airport has been operational – checking boarding passes, securing baggage, and getting passengers to the gate. Ancillary retailing, if present at all, has often been fragmented and reactive. However, airlines are now embracing a modern retailing model, adopting 'Offer, Order, Settle, Deliver' (OOSD) standards which give them more control over the commercial journey.

With this shift, every airline-owned touchpoint at the airport – from check-in to lounge access – becomes an opportunity to upsell or cross-sell, often in real time, based on the traveller’s profile, location, and trip context.

But there’s a catch: if the traveller can’t pay easily and securely for those services, the opportunity is lost.

Payments as a strategic enabler

Today’s traveller expects frictionless payments. But as our report notes, 54% of surveyed travellers said they’ve been asked to walk to a different part of the terminal to pay for services such as excess baggage or upgrades. Nearly a quarter have had this happen multiple times. This kind of friction damages not just the passenger experience, but also airline revenue.

To highlight this point, 56% of travellers report having had a fee waived because the airline couldn’t accept payment. Such payment issues can add up to significant revenue leakage, especially considering that travellers spend an average of €250 on airline and airport ancillaries during their journey, according to the report.

A key drag on delivering a modern payments experience at the airport is the persistence of outdated infrastructure: 57% of travellers said they were recently asked to swipe a card using a magstripe reader – a method now considered insecure in many markets.

Convenience leads to conversion

Our report highlights a direct link between payment flexibility and customer conversion. More than half (59%) of travellers said they would be more likely, or far more likely, to buy an ancillary service if they could pay using their preferred method (such as a contactless card, digital wallet, or loyalty points). However, many current airport payment systems fail to support some of the most common modern options like Apple Pay or QR-based links.

As Chia Cartaya, Worldline’s Global Head of Travel, notes in our report, “Airlines need plenty of points of sale available to the traveller at different service points, with the ability to accept a wide range of international and local payment methods.”

Embracing digital solutions

To address these opportunities, the aviation industry is investing heavily in digital solutions.  According to a recent report from air transport communications and information technology specialist (SITA 2023 Air Transport IT Insights), airports are prioritising self-service initiatives, with 86% planning to implement self-check-in and self-bag-drop technologies by 2025.

The adoption of biometric technologies is also on the rise. The same SITA report states that 70% of airlines expect to have biometric ID management systems in place by 2026, with 90% of airports investing in major programs or research and development in this area.

Such technologies not only expedite the check-in process, but also help ensure secure and seamless transactions.

The role of integrated payment platforms

Payments are central to these airport upgrades. Whether travellers are upgrading their cabin class, adding lounge access, or booking a rental car for their destination, the emphasis needs to be on speed, security, and convenience.

This is why Worldline has partnered with Outpayce from Amadeus to create Airport Pay, a new solution which enables airlines to handle secure in-person payments across 100 markets. It gives airlines a simple way to achieve a fast, modern and consistent approach to payments, without the hassle of stitching together a spaghetti of local relationships and solutions in different regions.

Fully integrated into Departure Control Systems (DCS), Airport Pay handles EMV chip card and mobile wallet payments, automates reconciliation, and even supports secure links via SMS or QR code for mobile checkout.

This has real commercial impact. One North African airline which implemented payments at check-in saw seat upgrade sales increase by €300,000 during the first weekend following deployment. Globally, transaction volumes through Airport Pay are growing at 40% year-on-year, approaching €0.5 billion annually.

The airport is no longer just a place where passengers wait – it’s becoming a crucial environment for airlines to expand their retailing strategy. But to turn that vision into reality, payments must be prioritised. Airlines that enable fast, flexible and secure payments at every touchpoint won’t just reduce friction, they’ll unlock new revenue streams, increase loyalty, and turn travel woes into retail opportunity.

Download our full 'Payments at the Airport Report 2025' a joint white paper by Outpayce and Worldline, to discover how airlines are rethinking payments at every touchpoint.