How Plaza Premium Group Went From A Lounge Community To Full Finish-To-Finish Expertise For Passengers

How Plaza Premium Group Went From A Lounge Community To Full Finish-To-Finish Expertise For Passengers

Just a few weeks in the past, Easy Flying spoke with Bora Isbulan, Deputy CEO of Plaza Premium Group (PPG). The dialog centered round how PPG went from being an airport lounge community to providing end-to-end passenger experiences.

About Isbulan

Earlier than becoming a member of PPG, Isbulan labored ten years at TAV Airports, a Turkish airport operations agency. Throughout his tenure at TAV, Isbulan was basic supervisor and oversaw over 1,000 staff at greater than 40 airports, developed and launched new merchandise, led actual property initiatives, and extra. Shortly earlier than the COVID pandemic started, Plaza Premium Group employed Isbulan as Deputy CEO. Little did he know the challenges he would face quickly after beginning at PPG.

How Plaza Premium Group Went From A Lounge Community To Full Finish-To-Finish Expertise For Passengers

Picture: Plaza Premium Group

At first of the pandemic, PPG confronted the identical actuality that corporations worldwide have been going through; issues have been shutting down. As a lounge community, the outlook was extremely adverse as airways grounded vital numbers of plane, lowered flights, and only a few folks have been flying. Due to the pandemic, PPG was pressured to innovate and pivot.


PPG misplaced 98% of its income in two weeks, so it devised a forward-thinking plan. Throughout conferences, PPG management noticed the potential for a major growth. On the time, its focus was on lounges, and it had a footprint in 42 airports in about 20 nations. A number of concepts have been birthed from the drafting board, main PPG to its profitable place as we speak.

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Picture: Plaza Premium Group

Plaza Premium First was one of many merchandise created throughout the pandemic. This new product is highlighted to be “an elevated expertise for elite vacationers.”

“Embark on an all-inclusive journey of stress-free ambiance, personalised service, beautiful eating and cross-brand choices.”

Presently, Plaza Premium First is offered in Hong Kong (the place PPG is headquartered), Malaysia, and can quickly open in Macau.

In brainstorming, PPG realized how essential it will be to diversify its portfolio to extra than simply airport lounges, so it launched a lodge model. The Aerotel model now has greater than ten places at greater than ten airports. Moreover, Aerotel manages Refreshhh, which caters to passengers needing to refresh, bathe, nap, or therapeutic massage.

Allways Concierge has greater than 20 providers obtainable at greater than ten airports worldwide, together with meet & help, limousine service, wheelchair, and extra. Talking on PPG’s shift throughout the pandemic, Isbulan stated

“PPG reworked itself right into a extra advertising and gross sales pushed firm.”

Plaza Premium Group additionally entered the eating scene and has greater than ten manufacturers worldwide. Culinary choices vary from western-style to Chinese language, Korean, Japanese, and extra.

Transferring ahead

The group launched a reward/membership program referred to as Sensible Traveller, designed to “present avid travellers with the perks of PPG’s in depth airport community.” At present, this system has over 300,000 members, however PPG has bold objectives. Within the subsequent 12-18 months, PPG goals to achieve two million members in its Sensible Traveller program by refining this system’s choices and increasing its partnership community primarily based on member preferences and journey behaviors. Easy Flying requested Isbulan extra about

PPG’s hopes to achieve these numbers.

“Our 300,000 lounges make use of hundreds of crew members. These are the pure model ambassadors. We’ve employees at reception, in kitchens, flooring, and administration to advertise membership. With a 2% seize fee, we’ll hit two million members.”

Presently, membership within the Sensible Traveller program is free, however PPG will quickly launch two new tiers at a price. To this point, the memberships have been examined in Turkey, and PPG hopes to roll out the brand new tiers in Canada, Brazil, the UK, Malaysia, and Hong Kong.

In our dialog with Isbulan, it grew to become evident that PPG skilled a fast decline at first of the pandemic, adopted by fast development. Easy Flying requested Isbulan what essentially the most vital challenges PPG faces. The response was “managing rising prices and discovering appropriate personnel,” two issues corporations worldwide face.

Subsequent month, Plaza Premium Group is launching its Twenty fifth-anniversary marketing campaign, which in keeping with Isbulan, can be very subtle. On the document, Isbulan might solely share that the marketing campaign will embrace in-depth content material about folks, model promise, and what PPG has delivered to the business.

Isbulan acknowledged that many assume that PPG is only a lounge community however that it’s way more. PPG is about rising its footprint in every part, diversifying. Within the final two years, PPG has invested considerably in IT groups, from a handful of individuals to about 100. PPG can also be creating TECO (Journey Ecosystem) and Tata Consultancy Providers to offer an Uber-like expertise with any app or webpage.

Do you know PPG was such a various firm? Tell us within the remark part.