Mei Mei Song, Plaza Premium Group’s chief transformation officer considers how meaningful airport hospitality experiences and purposeful spaces reduce passenger anxiety levels and make dwell time enjoyable.
Airlines take care of you on the plane, hotels take care of you at the destination, but why does no one take care of you at the airport? This very question sparked the birth of airport hospitality.
Recognising a gap in the market, Plaza Premium Group (PPG) launched the world’s first independent airport lounge in 1998, democratising premium airport experiences by making lounge access no longer exclusive to business or first-class passengers.
With nearly 30 years of experience, PPG has played a key role in continuously redefining airport hospitality through a human-centric approach to address passengers’ pain points.
OFFERING A 360-DEGREE AIRPORT HOSPITALITY
From launching the world’s first independent lounge to offering a comprehensive 360-degree airport hospitality solution beyond lounges, including terminal hotels, dining, airport passenger services, and a digital membership programme, PPG takes care of passengers at every touchpoint of their journey.
With a goal to make travel better, PPG boasts a global network that covers over 600 international and domestic airports across 150 countries, including some of the world’s busiest hubs such as Dallas Fort Worth, London Heathrow, Singapore, Dubai, Hong Kong, Kuala Lumpur, and Toronto Pearson, the company offers a true end-to-end experience – from departure and transit to arrival and return.
CURATING AUTHENTIC EXPERIENCES
The future of travel increasingly centres on experiences that shape destination choices and redefine hospitality. For instance, Gen Z travellers prefer authentic cultural experiences and emotional connections with brands.
PPG embraces these values by integrating local culture, flavours and traditions into its lounges, creating purposeful spaces and immersive experiences. Through the ‘Proudly Local’ initiative, it celebrates local culture by curating authentic food, art, and cultural experiences, making each visit uniquely memorable and fostering genuine cultural exchange grounded in human connection.
ENHANCING ACCESSIBILITY AND INCLUSIVITY
The aviation industry has increasingly focused on making air travel accessible for travellers with special needs and PPG has been at the forefront of this effort.
In 2012, the ALLWAYS brand was launched, offering inclusive airport services such as meet and assist, porter service, and wheelchair assistance. This commitment is also reflected in PPG’s recent recognition as the world’s first IATA Strategic Partner in Accessibility, and the partnership with International Board of Credentialing and Continuing Education Standards (IBCCES), through which over 3,000 frontline PPG staff across key locations will receive specialised training to better support passengers with hidden disabilities. Additionally, the company will soon introduce automated wheelchairs.
There is no ideal formula for the perfect airport experience – only a relentless pursuit of excellence to offer intuitive and seamless services. By truly understanding passengers’ needs, Plaza Premium Group continuously crafts meaningful experiences and innovates for the future of travel, collaborating closely with airports, airlines, travel platforms, and retailers.
This unwavering commitment to excellence and innovation is why PPG has won SKYTRAX’s award for the World’s Best Independent Airport Lounge operator every year since 2016. At every step, PPG remains dedicated to one goal: to make travel better.
