Boots, a popular health and beauty retailer, has recently faced backlash from travellers after raising its click and collect fee at UK airport stores. The move, which has seen the fee jump from £1.50 to £4.50, has been met with frustration and criticism from customers.
Click and collect services at UK airport Boots stores have been a convenient option for travellers looking to purchase essential items like sunscreen, deodorant, or shower gel without worrying about the 100ml limit at security. The service allows customers to order online at regular prices, often cheaper than in-store, and pick up their items at the airport before their flight. Moreover, it offers the flexibility of selecting specific products rather than relying on what’s available in stock at the airport.
The click and collect service was available at 15 airports across the UK, including popular hubs like Heathrow, Gatwick, Manchester, and Edinburgh. However, the recent increase in the click and collect fee has left many holidaymakers stunned and disappointed.
Taking to social media platforms like X (formerly Twitter), customers expressed their frustration with the new fee hike. One user described the £4.50 fee as “absolutely ridiculous,” while another questioned why the fee had increased only for airport stores and not for others.
Responding to queries on social media, Boots explained that the fee hike was the result of a review, which found that the previous price point was unsustainable due to additional charges incurred by airport stores for security scans and the need for extra storage space to process orders efficiently. According to a spokesperson for Boots, this is the first time the click-and-collect fee has increased in more than five years.
The move by Boots has drawn attention to the complexities of providing services at airport locations and the challenges faced by retailers in balancing convenience for customers with operational costs. As travellers adapt to the new fee structure, the debate around the affordability and value of airport services is likely to continue.
