FACT SHEET

People to consider
There are various types of customers who deserve special consideration when
handling an alcohol sale or sampling activity.

To serve as a responsible retailer, it is helpful to be aware of these customers.

1. Underage

Selling alcohol to underage customers poses a legal risk to both the

retailer and the customer. Age restrictions vary per country. It’s
important to comply with your local minimum age laws while informing
the customer about laws in their final destination.

Under the DFWC Code of Conduct, we are required to refuse

alcohol sale or sampling to underage customers. Anyone who
looks under the legal purchasing age (according to national
rules) should be asked for identification and proof of age, even
if the store is busy. Observing the boarding pass for their final
destination will help you to advise the customer about
minimum age laws applicable to that country.

2. Under the influence of alcohol

A customer may be in breach of airport regulations at the point of

departure or destination if they were to board a flight having consumed
too much alcohol. Some of the more immediate health outcomes of
excess alcohol consumption include dehydration, headaches and
impaired judgment. When a customer demonstrates poor behaviour,
there is a safety and reputation risk that may affect other customers,
passengers and staff.
3. Aggressive or anti-social

People who are behaving in an aggressive or anti-social manner are

likely to be lacking good judgment when it comes to alcohol sampling or
purchase. We must take extra care during sampling activities as the offer
of free product can be unfairly taken advantage of by aggressive
customers. In addition, our time with the customer can be very brief
during a sampling activity, giving us limited opportunity to calm the
customer down by talking to them.

4. Other customers

Some customers may demonstrate poor judgment for a myriad of

reasons. While the DFWC Code of Conduct does not specifically address
how to interact with such individuals, we have a duty of care to ensure
the health, safety and regulatory compliance of all customers where
possible. In many instances, the signs of impaired judgment will not be
obvious, so being attentive to the customer is very important. They will
likely need some friendly guidance concerning what they can legally
purchase. From a health and behaviour perspective, alcohol may also
have an adverse reaction if the person is taking medications.

5. Purchases must not be opened before arrival at destination.

Duty Free alcohol purchases cannot be legally opened or consumed prior

to a traveller’s arrival at their final destination. Purchases cannot be
consumed in the departure airport or onboard an aircraft and any
travellers who do so may be refused boarding and face prosecution.
Where staff interact with passengers whose behaviour causes concern
passengers should always be informed of this condition of duty free
sales.