Bangalore International Airport Limited looks to overhaul passenger services

posted on 7th September 2021 by Eddie Saunders
Bangalore International Airport Limited looks to overhaul passenger services

Plaza Premium Group (PPG), the 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 & 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.

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
commercialisation optimisation.

“We are optimistic that our timely partnership with Plaza Premium Group (PPG) will bolster our mission to transform passenger experience at BLR Airport,” 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”.

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 & marketing, customer engagement, back-of-house command and control, manpower management, training center and the entire operation information management.

“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.” shares 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.

“PPG 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.”