Plaza Premium Group to manage passenger services at BLR

The firm plans to rejuvenate 22 of its amenities ranging from customer experience to technology modernisations  

Airport hospitality services provider, Plaza Premium Group (PPG), has been chosen to manage passenger services at Kempegowda International, Bengaluru.  

The contract covers the entirety of the portfolio of BLR Airport’s 22 services. Additionally, the airport delivery scope includes the control centre, training facility, customer engagement, marketing communications, sales, distribution and technology.  

Plaza Premium Group
Photo Plaza Premium Group

“We are beyond grateful to be trusted by BIAL to jointly create world-class airport experience and very importantly, to serve millions of domestic and international travellers in the new era of travel,” said Song-Hoi-See, founder and CEO of PPG. “India is one of the fasting growing air travel markets with Bangalore as the key driving force. PPG is no stranger to the Indian travel market, and we see huge potential in the travel market, therefore we have strategised to invest over $15 million and will deploy a workforce of over 800 staff over the 10 years, supported by our Hong Kong based headquarters with the hope to grow with BIAL in the years to come.” 

Other resources included in the agreement are meet and assist, porter services, luggage storage, flower booking, limo hire, concierge packages, valet parking and a personal shopper.  

PPG has partnered with global IT company, Tata Consultancy Services, to develop a new end-to-end passenger platform which is set to be built based on the existing application with specifically tailored information.  

It is expected to include an omni-channel booking engine which enables global sales, a customer engagement centre, a service delivery amenity with real time incident management and a back office system.  

The new platform also allows all passenger interactions to be managed on one single application through various touchpoints. By using this, the group has said that it will be able to coordinate standards, data and methodology to optimise the passenger journey.