In an open letter, PPG Group Founder and CEO Song Hoi See outline the need for digitalization and creative collaborations in order to ensure the success of the airport hospitality industry.
“Dear industry fellows, in the ‘new normal’, we know that services and requirements in airport lounges have already changed drastically and forever, which focuses shifted to hygiene, safety, and social distancing. Thus, our dedicated teams have been working tirelessly to redefine procedures and protocols to ensure efficiency and the highest quality when our locations reopen around the world.”
Shared Plaza Premium Group Founder & CEO Song Hoi See in an excerpt from the open letter.
Since the onset of the pandemic at the start of the year, the industry-leading airport hospitality services pioneer, Plaza Premium Group (PPG), has now reopened 35 percent of its Plaza Premium Lounges and Plaza Premium First globally.
In addition, PPG has continued with its planned expansion in 2020, with the first lounge unveiling in the USA on 1 September. The Group’s growth has been made possible through ongoing actions and conversations internally and with partners, to look at new revenue streams and prepare for strong business revival. PPG has viewed this time as a golden opportunity to revolutionize the future of travel and re-engineer customer experiences, including but not limited to:
- Development of new products and services
- Transformation of existing brands to stay competitive and fresh
- Strategic collaboration with supply and demand chains in the airport hospitality ecosystem to launch new initiatives
- Negotiation with travel agents on future contracts
- Re-engineering of company structure to maximize operational efficiency
Song continued, “Our dynamic global teams led by Chief Commercial Officer Bora Isbulan are leading discussions with airports, airlines, financial institutions, and corporate partners to explore strategies and develop potential business remodeling plans, with the objectives of disrupting the conventional models and innovating our own ‘new world of travel.’”
PPG’s recovery has been supported by a number of caring campaigns and the introduction of new operational protocols themed “We Care for Your Wellbeing”, and a social message “Let Love Travel”.
Backed by their 22 years of operational experience and knowledge of best practices, PPG has trained a Task Force that can be deployed to assist the global network if and when needed. The Group has also utilized digitalization to enhance the customer experience, making sure customers feel safe and confident as selected Plaza Premium Lounges and Aerotel locations gradually reopened.
Speaking of the next steps to take, Song added, “The current economic downturn has caused thousands of workforce on furlough and an ever-increasing unemployment rate. We strongly request the government and aviation authorities to continue its support schemes including funding and training programs to assist our community to get through the difficulties and retain our talents. Among individual corporations, we can speak with other industries outside travel on potential employment transfer programs and other possible solutions such as on-the-job training to enhance skill sets.”
About Plaza Premium Group
With a mission to Make Travel Better, Plaza Premium Group is the pioneer and industry leader in innovating global airport hospitality services and facilities in over 170 locations of 46 international airports across the world. Established in 1998 and headquartered in Hong Kong, the group comprises five core business segments – airport lounges Plaza Premium First and Plaza Premium Lounge; airport terminal hotels Aerotel and Refreshhh by Aerotel; airport meet & greet services ALLWAYS, and a range of Airport Dining concepts. In addition to its own brands, Plaza Premium Group provides airport hospitality solutions to leading airlines, alliances, and corporates around the world, including but not limited to Cathay Pacific Airways, Singapore Airlines, Lufthansa, China Southern Airlines, Star Alliance, SkyTeam, American Express and many more.
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Featured photo: Pexels / Anna Shvets