WBP NEWS
APA Issue 3, 2021
The latest news from ACI’s Asia-Pacific and global World Business Partners.
PLAZA PREMIUM GROUP AWARDED BENGALURU KEMPEGOWDA CONCESSION Bangalore International Airport Limited has awarded the Plaza Premium Group (PPG) a 10-year concession to carry out a host of passenger service activities at Bengaluru Kempegowda.
As a result, PPG will provide meet and assist, porter, PRM (persons with reduced mobility), luggage storage, concierge, limousine, personal shopper, valet parking and pet care services at the Indian gateway along with numerous other passenger related duties. In addition the concession covers service delivery, customer engagement, marketing and communications, training for BIAL staff and the potential adoption of new service enhancing technologies. The move is in line with ‘The Power of One’ philosophy of transforming the airport experience for passengers by delivering “One brand, one experience, one service standards” across the airport campus. “We are optimistic that our timely partnership with PPG will bolster our mission to transform the passenger experience at BLR,” says BIAL’s managing director and CEO, Hari Marar. “The Power of One concept will ensure optimal service and safety standards, along with a seamless airport experience. This partnership is a positive step towards restoring passenger confidence in air travel.” As part of the mission and strategy to deliver seamless, optimal and data-driven operation excellence, Plaza
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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 centre and the entire operation information management. The new PPG Passenger Services Technology Platform currently under development will be based on the existing PPG operating platform tailored to meet the needs of Bengaluru Kempegowda’s passengers both now and in the future. According to PPG, the platform will include an omni-channel booking engine which enables worldwide sales and distribution; a ‘customer engagement centre’ with customer profiling and personlisation capabilities; a service delivery platform for dispatch and real-time incident management; and a back office system which powers human resources, administration, asset and information management. PPG has also partnered with one-stop customer engagement technology service provider 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,” enthuses PPG’s founder and CEO, Song Hoi-see.
