New code of practice launched for airport retailers
The industry-wide set of guidelines aims to give clarity to customers by requiring airport retailers to provide a clear explanation to all customers on how the VAT benefit is used and on when and why customers are required to present boarding passes.
The guidelines enshrine current best practice on VAT relief in airports and will be set out in-store and online.
Retailers who have signed up to the code of practice will report to the UK Travel Retail Forum on how they implement the code. The initiative is endorsed by UK airports, who will facilitate additional customer enquiries about the code.
Darren Caplan, chief executive of the Airport Operators Association, said: “AOA member airports are determined to ensure that passengers have an excellent experience from the moment they arrive at the airport to the moment they leave. We have worked closely with airport partners and retailers to improve information and transparency about how the retailers apply the VAT relief concession, ensuring travellers can continue to shop at UK airports confident in the knowledge that they are getting a great deal.”
The Airport Operators Association and the UK Travel Retail Forum said that retailers signed up to the code represent between 75% and 100% of retail sales at UK airports.
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