Cathay Pacific unveils first retail space to enhance O2O2O shopping experience

Cathay Pacific has launched its first experiential retail space that brings an innovative “online to offline to online” shopping experience to its customers and members.

Located in Hong Kong’s Cityplaza shopping mall, the new exclusive space has been thoughtfully designed with every part of the overall shopping journey in mind, from product curation – including the creation of Cathay-branded merchandise – to flexible check-out and multi-touchpoint delivery options. ​

Customers can enjoy a new way to shop with Cathay in four simple steps. First, they could scan product QR codes using the Product Scanner on the Shopping page of the Cathay app to learn more about items in the store. Second, they could add items to their online shopping cart. Third, they are then required to choose how they wish to pay, using Asia Miles, cash or a combination of both with Miles Plus Cash. Fourth, they have to select their preferred delivery option, home delivery or pick up at the store.

Customers who visit Cathay at Cityplaza can explore a whole suite of Cathay-branded merchandise, from a special-edition co-branded Cathay x Start From Zero upcycled galley container to Christmas-themed products.

Paul Smitton, director of customer lifestyle of Cathay Pacific said: “The opening of our first retail space is a hugely exciting moment for Cathay and a major milestone in our 76-year history. We are always looking for ways to build more meaningful opportunities to engage with our customers beyond our online platform, and to help them elevate their lives, and this fantastically designed retail space will allow us to do both of these things in a new and innovative way.

“When we launched our Cathay master brand in 2021, our vision was to bring together all that we love about travel and lifestyle. Shopping is a core pillar of this concept, and this experiential space gives us a fantastic platform upon which to showcase the very best of the premium travel lifestyle that Cathay represents,” he added. 

Back in September this year, Cathay launched an advanced conversational artificial intelligence (AI) in partnership with Fano Labs, a Hong Kong-based language AI company, to enhance its customers’ digital experience.

Under the airline’s conversational AI roadmap, Cathay is optimising its digital customer experience even further with the most cutting-edge language AI technologies. The new conversational AI developed in partnership with Fano Labs will improve the efficiency and productivity of the airline’s AI chatbots, enabling them to provide more accurate responses to customers’ queries.

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