Plaza Premium to Transform Passenger Experience at BLR Airport in India

Plaza Premium has been appointed by Bangalore International Airport Limited (BIAL) to manage passenger services at the Kempegowda International Airport (BLR) in Bengaluru, India.

The 10-year full-service management appointment covers the entire portfolio of BLR’s services including Service Delivery, Control Center, Training Center, Customer Engagement, Marketing Communications, Sales & Distribution as well as Technology.

A wide range of services are also included, 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 and more.

"We are optimistic that our timely partnership with Plaza Premium Group (PPG) will bolster our mission to transform passenger experience at BLR," said Hari Marar, Managing Director & CEO, Bangalore International Airport Limited. "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."

Plaza Premium has teamed up with Tata Consultancy Services (TCS) to develop an end to-end passenger services technology platform to connect the complexity of reservation, sales & 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 Plaza Premium operating platform with tailored architecture that suits BIAL’s passengers needs.

The platform will include an Omni-channel Booking Engine which enables worldwide sales & distribution, a Customer Engagement Center with customer profiling & personlisation 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.

Plaza Premium has also partnered with oneDirect to ensure passenger interactions are managed through one-single platform via various touchpoints.

“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 & CEO of Plaza Premium Group. “India is one of the fasting growing air travel markets with Bangalore as the key driving force. Plaza Premium is no stranger to the Indian travel market and we see huge potential in the travel market, therefore we have strategized to invest over USD15 million and will deploy a workforce of over 800 staff over the 10 years, supported by our Hong Kong based headquarter with the hope to grow with BIAL in the years to come. With a strong local alliance with TCS and oneDirect, we are confident that we will be able to take BLR’s passengers service to the next level with data driven decision-making, advanced technology and very importantly, the PPG team’s love and passion for quality customer service.”

Learn more about Plaza Premium's success by watching this exclusive video interview with Mr. Song Hoi see from March 2011, over ten years ago, here: Airport Lounges for Economy Class Passengers - Interview with Founder & CEO of Plaza Premium Lounge Management.

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