Copenhagen Airports A/S (CPH) has been severely hit by the COVID-19 pandemic, with flight activity at levels not seen since the 1970s. Although the virus overshadows everything, three senior managers discuss a more long-term trend: the steadily declining revenues of the airport's shopping mall. Over the past number of years, consumer interest in food, beverages, and tax-free items has continuously decreased, posing considerable challenges to CPH's business model. About 80 per cent of the airport's profits are generated by the non-aeronautical business, of which the shopping mall is the biggest part, and CPH needs that income to continue investing into the airport's status as an important hub for airlines. What could CPH do to deliver better existing services, and what new services would merit serious consideration? Could CPH launch new products or services that would be attractive to both passengers and shopping mall tenants, or would it need to redevelop its entire business model? Since the commercial business was key to driving the airport's further development, the managers knew that finding answers to these questions was important to sustaining CPH's position as a leading hub in Northern Europe. The case is not about the COVID-19 pandemic and its implications for the aviation industry. This is a case about the long-term trend of declining revenues in the airport's shopping mall.