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A Letter From Roger Fordyce, ̨ÍåÉ«ÇéÍø CEO

Since mid-March, we’ve witnessed the unprecedented transformation and disruption of the travel industry in North America due to COVID-19. While global travel restrictions are in place and passenger volumes are in decline, we must still do all that we can to ensure we are creating a safe environment for our team members and those who are still traveling, including healthcare professionals, essential workers, and airport and commuter hub personnel across the U.S. and Canada.

Our leadership team has already taken a number of measures to protect our people, our business, and our travelers – and we’ll continue to do all that we can to help navigate these uncertain and challenging times. Below are just some of the ways we’re continuing to support our team members, travelers, and communities.

What We're Doing For Our Team Members

• Providing frontline team members with personal protective equipment and other safety materials. As recommended by the CDC and other health organizations, all location team members are equipped with a supply of face masks and gloves during their shifts and have the option to wear face shields; these same processes are also being implemented in our Distribution Centers. We’ve also worked with our General Managers to develop enhanced store cleaning protocols, install sneeze guards, and implement standardized social distancing guidelines, to ensure in-store health and hygiene as well as maintain crowd control.
• Extending benefits to help all of our team members navigate the impact of COVID-19. This includes offering quarantine and confirmed illness pay in connection with the Families First Coronavirus Response Act, and providing furloughed team members with no-cost health insurance for at least 60 days.
• Continuing to support the mental, emotional, and overall well-being of our teams. Ì¨ÍåÉ«ÇéÍø’s Employee Assistance Program, which is administered by a third-party vendor, is available 24/7 to all of our active and furloughed team members and their families to assist with a variety of issues.
• Temporarily closing our corporate offices and shifting to a remote work environment. We are aligned with state shelter-in-place orders and have directed anyone that is in a role that can be done from home to do so.

What We're Doing for Our Travelers

• Implementing social distancing measures in all stores. Using floor decals, sneeze guards, and store signage as well as stanchions where space is available, we are ensuring that we are keeping our travelers and our teams safe. We are also promoting the use of face masks for any travelers who are entering our stores and are continuing to suspend all in-store experiences such as sampling and product testing.
• Expanding ‘Tap to Pay’ capabilities to limit the use of pin pads and the handling of cash. At any of our current operating locations, travelers will no longer need to sign for credit card purchases under $100 in convenience and specialty stores and $250 in duty free stores.
• Keeping stores supplied with personal health and safety products. We are providing additional quantities of hand sanitizers and disinfecting wipes for purchase at our operating locations.

What We're Doing To Rebuild The Travel Industry

• Partnering with industry and concessionaire peers to raise awareness around the travel retail business. As our local and federal governments determine financial support for the industry, we join with our peers at the Airport Minority Advisory Council (AMAC) and the Airport Restaurant & Retail Association (ARRA), as well as our Airport Concession Disadvantaged Business Enterprise (ACDBE) Joint Venture Business Partners, in the efforts to ensure airport concessionaires are supported under the CARES Act.

We are extremely grateful to our team members and business partners who are helping us navigate these challenging times. Though we cannot predict how fast or at what levels air passenger travel will resume, we remain confident in the long-term strength of our business model and the resiliency of the travel retail industry. Travel opens up a world of opportunity, and we are patiently awaiting the day when the industry and the world can begin to rebuild stronger than ever.   

While we miss our travelers, we know we’re apart for their and our own safety - because Uniting Together Means Standing Apart. Please continue to take care of yourselves and your loved ones.

Thank you.

Roger Fordyce, Chief Executive Officer