The Bangalore International Airport Limited (BIAL) in India has selected Plaza Premium Group (PPG) for managing passenger services at the Kempegowda International Airport, Bengaluru (KIAB/BLR Airport).

PPG’s delivery scope under this ten-year contract includes service delivery, control centre, training centre, customer engagement, marketing communications, sales and distribution, as well as technology.

The contract also includes services such as meet and assist, porter services, luggage storage and flower booking, persons with reduced mobility (PRM) services, limo services, concierge services, valet parking, car spa, travel concierge, pet care service, personal shopper and robotic assistance.

Going forward, BIAL plans to add more services to enable an end-to-end and globally connected passenger journey.

BIAL managing director and CEO Hari Marar said: “We are optimistic that our timely partnership with Plaza Premium Group (PPG) will bolster our mission to transform the passenger experience at BLR Airport.

“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.”

Besides, PPG partnered with Tata Consultancy Services (TCS) to develop an end-to-end passenger services technology platform.

The platform will be built based on the existing PPG operating platform with a tailored architecture that is in line with BIAL’s passenger requirements.

It will feature an omnichannel booking engine to support worldwide sales and distribution, a customer engagement centre with customer profiling and personalisation capabilities, and a service delivery platform for dispatch and real-time incident management.

Also included is a back-office system, which powers HR, administration, asset and information management.

Additionally, PPG collaborated with oneDirect to ensure that passenger interactions are managed through one single platform via different touchpoints.