Working together for Dufry’s success. WorldClass.WorldWide.
Having operations in 65 countries also means complying with different national and supranational regulations.
Having operations in 65 countries also means complying with different national and supranational regulations. For this reason, from a global perspective, Dufry’s position towards regulations necessarily needs to go beyond the compliance and statutory requirements of the norms and have a more holistic and ample approach. In this regard, Dufry has a number of initiatives and control mechanisms in place that permit the company to monitor and ensure compliance with national and international laws and follow respective ethical standards.
Supplier Social Assessment
Dufry is aware of its responsibility beyond its own direct activities and strives to ensure that suppliers of goods and services behave responsibly towards society and the environment. To ensure this, Dufry expects suppliers and business partners to comply with the law, stipulated contract conditions and international best practices in respect of human rights, the environment, health and safety as well as labor standards. In this context, in 2017, Dufry has developed a new Supplier’s Code of Conduct, which is currently being implemented in relation to Dufry’s largest as well as new suppliers.
Caring about our Employees
We encourage our employees to work together with a focus on our customers, our partners and our company’s goals every day. We take pride in the professionalism of our teams, their outstanding commitment to first-class service to our customers, their team spirit and the close collaboration with our business partners. This builds a strong base for Dufry’s continuing success and makes Dufry a unique place to work and partner with.
Dufry offers attractive working environments, interesting tasks, fair and competitive wages, and a general working atmosphere based on mutual respect and appreciation for each individual. We foster employee development by supporting a broad range of in-house as well as external training and development opportunities.
We also strongly believe that regularly planning the next career steps together with an individual employee is an important aspect to a long-term, successful employer-employee relationship. Therefore it is important for us to build a constructive dialogue between each individual employee and manager on goals, priorities and personal development. Our staff members receive an annual performance review aimed at evaluating the performance and identifying further personal development potential for next career steps.
Having grown to an organization with over 29,000 employees worldwide
In the past four years, our workforce has increased by 82% from 16,423 employees at the beginning of 2014 to 29,879 people (FTE) by the end of 2017. The two acquisitions of Nuance in 2014 and World Duty Free in 2015 and their timely integrations have not only changed our footprint in the market and have made Dufry the undisputed market leader in travel retail; they have also meant a lot of transformation and integration in terms of our human resources projects.
Overall, our total workforce remained stable during 2017 with 29,879 people (FTE) working for the group at December 31, 2017 compared to 28,848 at year-end 2016.
Dufry’s unique cultural diversity
Our workforce comprises colleagues from more than 70 nationalities across all functions and Divisions. This has been a consistent situation for many years and we continue to believe that this broad cultural diversity represents a unique competitive advantage. We also view it as a key element in the successful development of our Group and in the implementation of our long-term growth strategy.
The staff in each country is to a high extent local people.
For our employees, it creates a truly international working environment with colleagues from across the world and interesting career opportunities. The staff in our local shops in each country is to a high extent local people. Dufry’s know-how on operating local businesses in 65 countries around the world make us a strong job creator in a large number of cities, many of them being located in emerging markets, thus contributing to local development and wealth beyond the community engagement projects.
Roll-out of the new HR information system across the Group
The new Human Resources information system “Dufry Connect” is supporting HR and line managers to place additional focus on people management activities, enabling greater automation and solid interface to manage people, development and careers at Dufry. The system implementation was completed in 2016 for the Global functions and in key operations in the Divisions during 2017, with more locations to be added during 2018. As a result, we expect a major efficiency impact on the employee management processes. Another key improvement is related to the learning management platform: The new learning platform comprises all Dufry learning programs and enables training paths by employee role, easily accessible worldwide.
Dufry ensures that future and long-term management needs are being addressed by an optimal balance of promoting internal high-level personnel and hiring external talents (for example in new countries where we start operations). Dufry operates a global, systematic integration process to identify high-potential talents in the organization and to develop them toward the key roles in our business model.
The talent pipeline
We strongly believe that talent management and succession planning are ongoing processes. Accordingly, we keep enhancing the pipeline of candidates ready for the key managerial roles and we carry out yearly reviews of the quality of our talent pipeline at two levels:
The first level concentrates on a limited number of candidates that will be able to occupy one of the pre-defined key positions in our entire organization. At year-end 2017, this pool of talents included 74 high-potential managers. We trust that with these managers, we are able to address and safeguard the succession in specific key management position.
The second level focuses on our stores. Within the top-performing stores’ personnel and supervisors, we have identified 397 “Retail talent” employees as of year-end 2017, on whose development we will focus in order to ensure a quality store management succession pipeline.
Training and professional development
Dufry carries a strong Learning and Development portfolio, both at the local and global level. As for global programs, our flagship initiatives are “Dufry Sales Academy” and “Step Ahead”, with which we strive to consistently provide our professionals with the tools, knowledge and capabilities they need to perform well in their jobs and develop to their full potential at Dufry.
The Dufry Sales Academy learning program includes two sub-programs: Out in Front and Dufry + 1 both national award winning programs. Out in Front was launched in 2012 and is a dedicated program for our sales professionals, shop managers and supervisors in the retail operation. At the start of 2017, Out in Front was running in 47 countries and has been expanded to 57 countries by year-end 2017. The learning program is being implemented across all WDF operations and a total of 357 retail managers were educated at Dufry, Nuance and WDF locations in 2017.
In 2017 we completed delivery of our integrated Dufry + 1 program to 7,300 team members, out of which 6,000 were from World Duty Free retail operations. We continued to educate new shop floor hires on our Dufry + 1 program across the entire Group in 64 countries.
The experimental learning format of both programs, Out in Front and Dufry + 1, is delivered by a Dufry Certified Trainer. The number of trainer certificates increased by 193 at year-end 2017.
Step Ahead includes two avenues, one focused on management skills and the other on our operational business processes, procedures & tools. Managers running important segments in our value chain, such as commercial, logistics, procurement, marketing and retail operations, partake in these various learning offerings to achieve company performance outcomes and run the company according to the Group’s performance expectations.
The Management Skills avenue launched in 2013 provides our managers with a formal education allowing them to assess their current capabilities and improve their role as a manager of teams. In 2017, 4,049 managers participated in our formal sessions covering several topics from the Step Ahead Management Skills suite.
In the Step Ahead Operational avenue we educated 49 managers from various functions in 2017.
Dufry fosters a culture of equal opportunity. Our HR policy is to provide equal employment conditions and to offer career opportunities without discrimination to all our employees. We offer and promote working environments where everyone receives equal treatment, regardless of gender, color, ethnic or national origins, disability, age, marital status, sexual orientation or religion. In addition, we adhere to local legislation and regulations in all the countries were we operate. Any kind of child labor or forced labor is strictly forbidden and clear recruitment procedures and regular workplace controls ensure that this never happens at any location.
Anti-discrimination, diversity and ensuring equal opportunities are and have always been important social and corporate issues for Dufry across all locations, especially (but not exclusively) in developing countries. Many locations in which the Group operates still pose challenges to guarantee equality. We monitor those countries closely to ensure we provide equal opportunities to all our staff.
We provide our employees with fair and competitive wages based on an individual’s background and experience, the particular job within our organization, the appropriate market benchmark in the respective countries and locations as well as her / his performance.
We assess the remuneration structure of our employees on a regular basis to make sure there is no discrimination related to any kind of diversity. In this context, we also proactively engage with our women employees in an internal forum – Women@Dufry – where we discuss today’s challenges of women at the work place in order to make sure that our female employees can fully develop their potential and career opportunities within the company. The forum is attended by selected female representatives of the company, HR management and is sponsored by the CEO.
Freedom of Association and Collective Bargaining
Dufry respects legally recognized unions and internal forums created to represent their employees’ interests. The Company’s policy on collective agreements is tailored to each location in which it operates, as each location is subject to its own specific laws and regulations. As an example, the current practice in some of the main Group operations is described below:
- In Brazil, there is a collective agreement in place which covers core employee related topics such as salary reviews, general allowances (meal, transport, benefits, etc.), work contract restrictions / special conditions, work shifts, vacations, health and safety, contributions, gratifications, awards and requirements aiming employee’s guarantees.
- Greece also has a collective agreement in place ruling the main employee topics.
- In Spain, Dufry has a collective agreement in place that covers all employees in that location except the senior management. The agreement is negotiated between the Company and a committee made up of employee representatives and labor union members and outlines conditions such as salary, holiday days and health and safety in the workplace, among other human resources related matters
- In the UK, Dufry has an employee forum – “Voice” – made up of staff representatives. This forum was created as a partnership between the company´s management and employees to influence and communicate business change.
- In the US, there are a number of recognized trade unions that Dufry engages with, including Unite Here, Workers United, United Food and Commercial Workers, Teamsters, Newspaper Guild, Culinary Workers.
Dufry World – The internal news magazine for our employees
Dufry regularly reports on important news in its corporate-magazine “Dufry World”, which is published in 5 languages. This ensures that important trends in the travel retail industry and developments of our Group are communicated to our staff members in full. Every issue of the magazine also portraits individual employees or teams and their personal stories within Dufry’s global environment and within the Dufry family. Dufry World is issued 4 times per year. During 2017, we inaugurated a new section called “Wall of Fame” to pay tribute to individuals that have gone beyond the extraordinary either in their personal or in their professional lives, leading by example to the rest of the Dufry employees.
In addition, all internal and external information is also made available in Dufry’s intranet “Dufry Gate”. In 2016, the communication channel of Dufry Gate was transformed into a fully responsive online news channel called “mygate” thus considerably extending the reachability of additional employee groups in our locations. Mygate can easily be accessed from desktop workstations as well as through mobile devices.
Awards programs – fully integrated during 2017
Employee recognition is an important way to value employees’ and team achievements. With this is mind, Dufry created the Dufry One Awards, a global award recognizing locations globally, which have taken initiatives to actively improve sales, efficiency or performance contributing to Dufry’s ambition of continuous growth and improvement. The winners of the 2017 awards were announced in May and published in the employee corporate magazine, Dufry World, as well as in the news section of the company´s intranet, Dufry Gate.
The Performance Award – A global award recognizing locations globally, which have taken initiatives to actively improve sales, efficiency or performance contributing to Dufry’s ambition of continuous growth and improvement. The 2017 awards went to:
- Division 1 – Antalya Airport, Turkey
- Division 2 – Edinburgh Airport, United Kingdom
- Division 3 – Bali Airport, Indonesia
- Division 4 – Dufry Cruise Services, Norwegian Cruise Line (NCL) Jewel
- Division 5 – San Francisco International Airport, USA
The Customer Service Award – Open to all shops participating in the global Mystery Shopper program, recognizes individual shop performance across the specific customer impact segments of the Mystery Shop. The winners of the 2017 awards were:
- Athens International Airport, Greece – Victoria’s Secret Store
- Antalya Airport, Turkey – Suncatcher Store
- Newark Liberty Airport, USA – Dufry Shop
- Gatwick South, United Kingdom – World Duty Free Main Shop
- Zurich, Switzerland – Lindt Store
The Best Initiative Award – A global award to recognize individuals or teams that have demonstrated proactivity, taking initiative to solve a challenge, increase sales or improve customer service. The 2017 awards went to:
- Division 1 – Athens International Airport in the Intra Schengen Area, Greece
- Division 2 – United Kingdom
- Division 3 – Singapore
- Division 4 – HR team in Uruguay
- Division 5 – Chicago O´Hare Airport team, USA
Measuring employee engagement and satisfaction through regular surveys is an important tool to recognize potential for improvements across the Group. Our employee surveys are done systematically over specifically defined cycles: we ensure that the surveys always involve a substantial part of our more than 32,000 employees, and that they are carried out across the world, involve all Divisions as well as the headquarters; and, that over a certain timespan, all employees have been involved in a survey. Applying this system results in regular surveys focusing on the action plans
Excellent response and engagement rates in employee survey.
In 2016, we organized a global employee engagement survey which included over 28,000 employees; in this survey most of the WDF employees participated too. Over 60 countries across all five Divisions completed the survey with an overall response rate of 69 %. The engagement rate was 61 %, both of which are excellent rates compared to the overall benchmark of the survey system we use. During 2017, team leaders across Dufry have shared specific results of the survey with their teams and co-worked in putting together action plans to improve engagement. The next survey is expected to be carried out in the second half of 2018.
Health and safety
The health and safety of our employees is a top priority at Dufry. We ensure work place safety additionally by regular learning and training courses, among them in fire safety and first aid to provide for the prevention and quick, correct reaction in cases of emergencies.
Dufry strives to achieve high occupational Health & Safety standards and actively encourages compliance across the whole Group and among all its business partners and sub-contractors. The majority of our workforce operates in airport and cruise-ship environments, where employees have to comply and follow the respective airport’s, seaport’s or vessel’s safety regulations. As a result, Dufry has a number of different Health & Safety Policies throughout the organization. Regardless of the specific requirements of each local legislation, there are certain principles that all these policies adhere to, including:
- Adherence to country, state and local Health & Safety legislation and any other requirements
- Workplaces as safe and hazard-free spaces
- That employees have the necessary skills and training to perform their duties
- That employees have been informed of the contents of the policy
- That all the elements and protective equipment required for employees to carry out their job safely have been provided
- That the Group has procedures in place in case of emergency
In 2017, for the second year running, World Duty Free has been awarded by the Royal Society for the Prevention of Accidents (UK) the RoSPA Gold Award for having achieved a high level of performance underpinned by good occupational health and safety management systems and culture, which are delivering consistent improvement; www.rospa.com/awards/winners/2017/gold-awards/.
Due to the nature of our business, most of our staff is in the airport environment, either working in stores, in airport offices and or in airport warehouses. As part of that airport ecosystem, our staff has to adhere and follow the security principles and processes established at the airport where our stores are located. Most of these regulations and policies are harmonized across the world to ensure consistent levels of safety and consumer protection. Worldwide safety regulations are set by the International Civil Aviation Organization and within Europe by the European Aviation Safety Agency.
In order to work in our stores, member of our staff need to obtain the corresponding airport authorization, which in most of the cases implies training courses on security measures and procedures in the airport environment.
Dufry has been a sponsor of charitable organizations and partnerships across the world for many years. Our commitments are based on our strong belief that we can make a difference to the lives of people concerned.
The main focus of our sponsorship programs is on supporting disadvantaged children, young people and their families – often some of the weakest members of our society. We further support charities that help victims of natural disasters, as well as cultural and sports events. Below are some of our major sponsoring activities during 2017:
Rio de Janeiro, Brazil – Helping to build the future of young teenagers
Since 1995, Dufry has been sponsoring a social promotion program in Rio de Janeiro, offering free professional education to 30 young people every year from communities around Galeão Airport. Every day, these teenagers go to the program headquarter where they participate in various classes and education modules such as English, computer classes, retail operations, professional orientation, teamwork, leadership, rules of etiquette, ethics and citizenship. Classes can be attended by 16 to 20 year-old female or male teenagers. The students also receive free meals, medical and dental care, life insurance, uniforms, school and educational material and transportation assistance. Dufry also supports the students with their career progression, alerting them to any opportunities within Dufry’s organization, or with external partners. Employability rates usually reach high levels for those teenagers
taking part in the program. Since its beginning over 22 years ago, the program has benefited over 600 teenagers in total.
Dufry employees are also extremely proud to be involved in this initiative and regularly participate as volunteers, as well as acting as mentors to individuals taking part. Every year, 60 volunteers from Dufry and other partners are involved in this important social action.
Devastating natural catastrophes in the Caribbean, Mexico and the US – A helping hand to our colleagues
In September 2017, the Caribbean region as well as some of the Southern states of the US faced a destructive hurricane season which impacted several countries in the area, including places where Dufry operates. Despite the material damage, Dufry’s main concern was the well-being of employees affected by the hurricanes. With this in mind, the Human Resources departments from the Divisions Latin America and North America launched an online global campaign to raise funds to help these colleagues. People from all our Divisions were able to donate, with Dufry committed to double the donations. The funds raised were used to send help to benefit 16 families in Grand Turk and around 200 employees in Puerto Rico, as well as many colleagues and families in the US.
We want to give back to society – mainly by supporting disadvantaged children and their families
Three different SOS Children’s Villages programs in Brazil, Mexico and Russia
Our partnership with SOS Children’s Villages also dates back a long time, as we started our first support back in 2009. The project we sponsored at that time was a social center in Igarassu, Brazil, for which Dufry funded the construction costs and has been supporting the running costs of the center and training classes ever since. Our two donations in 2017 enabled on one hand 465 infants, young children and teenagers with their mothers to benefit from family strengthening programs with child-minding and day care centers, and on the other hand financed the yearly family-budgets, medical costs and school fees for 24 children and their SOS-mothers.
Since 2013, Dufry also supports a SOS Children’s Villages social center program in Tehuacán, Mexico. This project allows mothers to leave their children in the safety of the SOS child care center during the day so that they can go to work and earn their own income. The Dufry contribution in 2017 supported 105 families and covered the running costs of the social center, including food, medical assistance as well as school and educational staff expenses. From July 2018 onwards, the children of the SOS Childrens village in Tehuacán will be relocated in the social families; but the engagement of the Social Center continues.
The third program, which started in 2015, supports the SOS Children’s Villages center in Lavrovo, Russia, a city located 350 km south of Moscow. When young people are ready to move out of the SOS families, they can join the SOS Youth Program, which supports them on their way to a higher education or gives them a start into vocational training. Dufry’s funding in 2017 supported 16 teenagers during one year on their way into adulthood.
An additional financing channel in favor of the SOS Children’s Villages organization are special coin collection boxes that Dufry has installed in many shops across the world. This supporting channel has been operating since 2013 and enables our customers and business partners to participate in the support of the charity’s child-care programs.
Hand in Hand for Haiti
Dufry has been sponsoring the Student Sponsorship Program launched by the Hand in Hand for Haiti Foundation since 2015. Our 2017 donation again supported 25 students at the school complex in Saint Marc, north of Port-au-Prince. The sponsored students receive free trilingual education in French, English and Creole. Through our donation they are also provided with meals, health services, uniforms, school supplies as well as bus transportation to and from the school.
Supporting the fight against cancer in Jamaica
Dufry employees also helped to raise funds for an initiative against cancer in Jamaica. They participated at the “Susan Komen Cancer Walk: Race for the Cure” organized by Susan G. Komen, a nonprofit organization that helps to fund research, education, screening and treatment of breast cancer.
Amelia Project Foundation – When transport changes everything in Myanmar
The “Please Take Me There” initiative of Amelia Project Foundation offers free transport to children who suffer from cancer and to their family members in Myanmar. Often located in rural areas, most families don’t earn enough to pay for the journeys to Yangon Children’s Hospital, Myanmar, which is the only hospital that can effectively treat a child in Myanmar. Many times, their journeys take 12 hours each way on average, on up to four different modes of transport. However, there are children who even need to travel for up to 3 days just to get to the hospital. Dufry is proud to have started to support this initiative in 2017: “Please Take Me There” provides a necessary free transport service and ensures that children with cancer will receive specialist medical treatment, thereby giving them an opportunity to survive.
Alzheimer’s Research UK – Increasing information about dementia
By participating in fundraising emails and newsletters of Alzheimer’s Research UK (ARUK) and various other activities by our World Duty Free employees, we support ARUK to provide more people with information about dementia. Dementia is a definition used to describe several symptoms that occur when brain cells stop working properly and die off. It is important to provide the public with information on how people suffering from dementia can get help and what is being done to cure it. Aside from Dufry’s general support, employees did a sky dive event, and raised funds through Valentines, Easter, Halloween, cake sales and summer activities as well as at the World Alzheimer’s Day and during a special Christmas Jumper Day.
“One” water project – sustainable clean water service for African communities
World Duty Free started to support The One Foundation as early as 2006. The foundation created the bottled water brand “One” in 2005 to support people who do not have access to clean drinking water. WDF sells the “One” brand water bottles, juiced water and jute bags in its UK stores and has thereby been able to raise significant funds for The One Foundation over the past years.
The funds raised in 2017 mainly supported projects in Rwanda and Malawi where safe water and improved hygiene and sanitation facilities for over 6,700 people were installed. Whether it is the building of the infrastructure needed to deliver clean water from pumping stations to community tap-stands, the training of community members to maintain and repair water pumps themselves or supporting the partnership between local governments, local communities and utility companies – these activities are all part of The One Foundation’s support and are changing lives in rural African communities. In addition to the water projects, a school feeding program for over 800 primary school children in Malawi also profited from the funds raised.
Ongoing support to United Nation’s campaign #YouNeedToKnow
Following the collaboration with United Nations (UN) that started in 2016, Dufry continued to support the UN in their goal of reaching over 2 billion people before the end of 2017 with their awareness campaign called #YouNeedToKnow. This campaign is part of a UN global effort to promote the importance of the 17 Sustainable Development Goals (SDGs), and how each individual could contribute towards a more sustainable and fairer world, by just making small changes in their day to day lives.
Building on the successful campaigns carried out in the Geneva airport in December 2016 and in London Heathrow and Zurich airports in early 2017, Dufry supported the UN by activating the #YouNeedToKnow campaign in 31 additional airports for an average period of 1.5 months between July and October, giving prominent space and visibility to the campaign. Either by showing the campaign in the multiple video screens and tills in the stores, or through interacting with passengers and engaging them to share the #YouNeedToKnow hashtag in their social media, Dufry reached over 52 million passengers during these activations, generated additional media coverage and gave a push to the UN campaign in the different social media platforms.
Moreover, the UN and Dufry, in collaboration with travel retail’s most influential publication, The Moodie Davitt Report, took the campaign to the most relevant industry events – including the TFWA World Exhibition and Conference in Cannes and the Trinity Forum – in spiring other industry members to support the campaign and resulting in other industry players interested in joining forces with the UN.
The support to this United Nations campaign will continue in 2018, and we are currently working with both the UN and airport operators in joint actions in over 60 locations.
Manchester HOME project
HOME is Manchester’s newest cultural organization founded by the merger of two of the city’s long-standing arts venues – Cornerhouse (established in 1985) and the Library Theatre Company (founded 1952), which has been supported by World Duty Free ever since 2003 in form of a community partnership for the Wythenshawe area in the South of Manchester. To date the engagement has reached over 2,000 participants attending drama workshops, theatre visits, joining intergenerational projects as well as adult creative writing courses.
In 2016 and 2017, WDF has funded two initiatives; the Wythenshawe Community Workshop and the Wythenshawe School project, both providing opportunities to young people and pupils to expand their horizons, build new skills, increase their confidence and ultimately give them the tools to help maximize their potential and prepare them for future training and employment.
Hudson Group supports U.S. Communities in Schools and keeps U.S. troops connected
Hudson Group, Dufry’s Division 5, continued to support Communities in Schools (CIS), the largest and leading dropout prevention group in the United States in 2017, through its fund raising program. In the U.S., approximately 1 in 5 children under the age of 18 live in poverty, shouldering more than they should have to. CIS and its over 160 local affiliates in the U.S. work directly inside schools, building relationships that empower students to succeed inside and outside the classroom. The organization works with nearly 1.5 million students and is proud on its success rate: 99 % of their students stayed in school and 91 % of their seniors graduated or received a GED (General Education Development credential). Funds for the CIS organization are collected in Hudson and Hudson News stores located in airports, bus and rail terminals with counter-top boxes at registers.
Hudson Group continues to partner with local charities in North America to provide support and engagement in the community, including the USO (United Service Organizations). Through local connections with USO chapters across the U.S., Hudson Group and its customers have helped keep America’s military service members connected to family and friends.
In 2017, Hudson Group reached a new record milestone in customer donations of phone cards to the military, sold at Hudson Booksellers, Hudson News, and Hudson airport store locations. The pre-activated AT&T cards allow troops to access the Internet and call home to their families and friends. The phone cards work from landlines and payphones across the globe, including war zone locations.
Further donations and cultural events
Dufry is supporting many other social projects with local activities in countries where it operates. In Greece, we continued the long-term partnership with the Hellenic Red Cross, supporting their refugees program by donating products in stock to the organization. Furthermore, we continued to support the Special Olympics Hellas, the largest sports and educational organization for people with intellectual disabilities in Greece, and numerous local community events organized by municipalities, embassies or local authorities.
In Spain, Dufry went into an agreement with Aldeas Infantiles (SOS Children’s Villages) that for every pack of Carremi Turron cakes sold in our Spanish stores, a substantial portion of these sales will go to Aldeas Infantiles. In Turkey, the team attended a Charity Run with 39 employees. The aim was to support disadvantaged children with their education and the Dufry team managed to collect funds for one year’s education of 14 children. Furthermore, Dufry supported TEMA, an organization that enables reforestation and protection of natural habitats in Turkey.
In Australia, Dufry is a supporter of the Diamond Dinner for the Children’s Cancer Institute. This fund raising event brought together over 250 high-net worth individuals, celebrities and industry leaders who support the work of this institute that is wholly dedicated to childhood cancer. The company also supported the Royal Flying Doctor, which is one of the largest and most comprehensive aeromedical organizations in the world. Using the latest in aviation, medical and communications technology, they deliver extensive primary health care and 24-hour emergency service to those who live, work and travel throughout Australia. In Korea, we support through different donations local students for high school scholarship and English teaching classes for low-income children as well as Korean teaching to multicultural families.
The annual sponsorship of cultural events was also continued in 2017: Many local community events such as the Swiss Indoors tennis tournament in Basel or the Baloîse Session, a three week music festival in Switzerland, as well as the Madrid Open tennis tournament received our support.
Our broad and worldwide network of travel retail shops offers another unique opportunity to support social programs: In many shops we maintain donation boxes and encourage our customers to participate in supporting specific local programs or victims of natural disasters. The amounts collected every year are always surprising and we thank all participants for their generous donations. The charities receiving them have been welcoming them greatly.
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