Can you tell us about our new operation point at Almaty Airport in Kazakhstan? What does the start of this operation mean for ATU Duty Free?

Our Kazakhstan Almaty operation has a commercial area of 2222 m2 and consists of 13 commercial areas in total. As of June, we are serving our passengers with two core duty free and one Luxury Square store. It is our first gate in Asia and a very important project as it is located on the Silk Road.

Can you tell us about how the business processes are progressing locally? Who are you in contact with?

Our local business processes are based on the approval processes between the airport authorities and state authorities and then implementing the decisions taken. Since it is still a very new airport, it may take some time for us to set the rules and draw the framework. However, since our team is new but highly motivated, we are moving fast.

During the opening process, what were the most important factors that enabled ATU members to act with full team spirit and achieve a great success in such a short time? How do you think the team spirit was reflected in the atmosphere on the field? Which challenges did you face?

The need to open the airport quickly made all my colleagues even more united. Especially during the process, our motivation and belief that we could succeed was very high. Because as a team that trusted each other and responded to requirements beyond its own responsibility, we overcame the challenges. The biggest challenge we faced was our struggle against time. While the construction processes were ongoing, the product was being put on the shelves, and on the other hand, store customs permits and licenses were being obtained. The fact that all requirements were important and urgent at the same time was our biggest challenge.

Since the start of the operation, do you think it has met expectations in terms of sales performance and customer satisfaction?

For the first two weeks, the majority of international flights were operated from the old terminal. Then, with the transfer of all international flights to the new terminal, our sales performance improved beyond our expectations. The same performance is still continuing. Our passenger satisfaction continues to increase day by day as our team gains experience and implements the trainings received in the field. Our product groups are compatible with our passenger profiles. We also observe the satisfaction created by being able to find the luxury brands they are looking for at affordable prices.

How do you consider the duty free market in Kazakhstan? What do you think about the place and potential of ATU Duty Free in this market?

There is an interest in duty free products in Kazakhstan. Finding both price advantage and quality together attracts the attention of Kazakh people and citizens of other countries traveling to Kazakhstan. Undoubtedly, one of the biggest reasons for this is ATU Duty Free's brand image and the trust it creates. We continue to serve in a way that supports this trust in the region with our appearance, the condition and location of our stores at Almaty Airport.

Can you share an interesting event or a memorable moment you experienced during the opening process or at the beginning of the operation?

One of the unforgettable moments was the day we slept in the warehouse with our teammates while taking the products to the store during the opening process. There was also the courier who ate the food we sent to our friends. We were very surprised and laughed a lot afterwards. And of course the day we opened, the first time we cut a receipt, these were just a few of our unforgettable moments.

What does this role mean for your career? How did your previous experience help you in this operation?

Managing the operation of a new airport has and continues to give me a deeper experience in strategic planning, crisis management and operational excellence. It also contributes to my competence in various areas such as operational management, human resources, finance and logistics. My previous experience has made it easier for me to make and implement decisions in multiple and diverse areas. It has also accelerated my ability to adapt quickly to my environment.

What is it like to work and live in Kazakhstan? Can you tell us about your adaptation process to the local culture?

Since Almaty is a city that hosts many different cultures together, the people living there have an inclusive approach. For this reason, I was able to adapt quickly. It is a city where it is easy to live, where everything you need can be found easily. So far, we have received the necessary support from all the circles we have done business with at the necessary time. Therefore, we have been able to solve many of our needs easily. Even if we have a busy working schedule, business processes can be easily managed as long as we stay focused. Also, since the local culture is close to ours, my adaptation process was easy. In addition, I was able to learn a lot of information quickly as I had no language barrier.