Plaza Premium Group (PPG), a global award-winning airport hospitality services provider, has been appointed by Bangalore International Airport Limited (BIAL) to manage passenger services at the Kempegowda International Airport, Bengaluru (KIAB/BLR Airport). This is in line with BIAL’s vision to provide delightful travel experiences at BLR Airport.
The 10-year full-service management appointment covers the entire portfolio of BLR Airport’s 22 services. The 360-degree airport service delivery scope includes: service delivery, control center, training center, customer engagement, marketing communications, sales and distribution as well as technology. The agreement covers a wide range of services, including meet and assist, porter services, luggage storage and flower booking, PRM (Persons with Reduced Mobility) services, limo services, concierge services, valet parking, car spa, travel concierge, pet care service, personal shopper, robotic assistance etc. and more services will be introduced to enable an end-to-end and globally connected passenger journey.
The appointment of PPG signifies a timely and significant step in transforming airport experiences, under the concept of “The Power of One” to deliver “One Brand, One Experience, One Service Standards through One Platform under One Team.” BIAL and PPG will collaborate in addressing the desires of “New Travel” – with seamless service delivery, world-class standards and quality, technology and innovation, as well as commercialization optimization.
"We are optimistic that our timely partnership with Plaza Premium Group (PPG) will bolster our mission to transform passenger experience at BLR Airport. The Power of One concept will ensure optimal service and safety standards, along with seamless airport experience. This partnership is a positive step towards restoring passenger confidence in air travel," said Hari Marar, managing director and CEO, Bangalore International Airport Limited.
As part of the mission and strategy to deliver seamless, optimal and data-driven operation excellence, Plaza Premium Group has teamed up with global IT services leader Tata Consultancy Services (TCS) to develop an end-to-end passenger services technology platform to connect the complexity of reservation, sales and marketing, customer engagement, back-of-house command and control, manpower management, training center and the entire operation information management. The newly developed PPG Passenger Services Technology Platform will be built based on the existing PPG operating platform with tailored architecture that suits BIAL’s passengers’ needs. The platform will include an omi-channel booking engine that enables worldwide sales and distribution, a customer engagement center with customer profiling and personalization capabilities, a service delivery platform for dispatch and real-time incident management, and a back-office system which powers HR, administration, asset and information management.
08/09/21 AviationPros
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