Plaza Premium Group (PPG) has been appointed by Bangalore International Airport (BIAL) to manage and enhance passenger services at the Kempegowda International Airport, Bengaluru (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 centre, training centre, customer engagement, marketing communications, sales and distribution as well as technology. More services will also be introduced to enable an end-to-end and globally connected passenger journey.
The 360-degree airport service delivery scope includes: service delivery, control centre, training centre, customer engagement, marketing communications, sales and distribution as well as technology.
BIAL and PPG will collaborate in addressing the desires of travelling in the new normal – with seamless service delivery, world-class standards and quality, technology and innovation, as well as commercialisation optimisation.
In order to deliver seamless, optimal and data-driven operation excellence, PPG has teamed up with global IT services provider Tata Consultancy Services to develop an end-to-end passenger services technology platform. The new platform will be built based on the existing PPG operating platform with tailored architecture that suits the needs of BIAL’s passengers.
The platform will include an omni-channel booking engine which enables worldwide sales and distribution; a customer engagement centre with customer profiling and personalisation 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.
PPG is also partnered with one-stop customer engagement technology service provider oneDirect to ensure passenger interactions are managed through one-single platform via various touchpoints.
Song-Hoi-see, founder & CEO of PPG, said: “PPG is no stranger to the Indian travel market and we see huge potential in the travel market, therefore we have strategised to invest over US$15 million and will deploy a workforce of over 800 staff over the 10 years, supported by our Hong Kong-based headquarters with the hope to grow with BIAL in the years to come.”
