PPG unveils major growth plans across North America

Plaza Premium Group (PPG) has announced it will significantly expand its presence across the Americas.

This endeavour is a part of the Group’s larger commitment to invest US$300 million globally over the next three years.

It aims to reinforce PPG’s goal to delivering 360-degree integrated end-to-end airport services, providing a seamless travel experience for every customer.

Expansion highlights include:

• Personalized Services: Travellers can expect more personalized services, increased lounge access, new flagship locations and seamless digital solutions across both Plaza Premium Lounges and ALLWAYS Meet and Assist concierge services.
• Regional Focus: Major efforts will be concentrated on Canada, the United States and Brazil, with significant projects in Toronto and Vancouver, and new lounges in high-traffic U.S. cities like Las Vegas and Washington, D.C.
• Evolved Partnerships: PPG will continue its partnerships with Capital One and Visa to develop branded lounges and provide tailored premium experiences. The company aims to extend its award-winning experience to partners, including recent additions such as Desjardins.
• Smart Traveller: Enhanced membership and rewards program Smart Traveller will continue to offer exclusive benefits and personalized experiences to frequent travellers.

“As travellers increasingly seek personalized and seamless experiences, Plaza Premium Group is harnessing technology and research to redefine airport hospitality,” said Pascal Belanger, senior vice-president of the Americas and leader of the new endeavour. “Our investment in cutting-edge technologies like OneTECO and advancements in robotics and AI underpins our commitment to setting new standards. These initiatives aim to enhance operational efficiency and elevate customer experiences across our global footprint, creating the perfect destination before departure.”

The investment is aligned with recent consumer reports and trends, including studies indicating that 70 per cent of travellers desire more lounge access, greater personalization and an integrated digital solution, like an app, for all services, highlighting the growing demand for premium airport experiences.

The ACI 2023 Global Traveller Survey, which PPG sponsors, reveals that 67 per cent of respondents would likely use an app that facilitates navigation and wayfinding, underscoring the importance of seamless digital solutions in enhancing the travel experience.

“Since our inception, Plaza Premium Group has been driven by a singular goal: to make travel better,” said Song Hoi-see, founder of PPG. “Our journey began with the vision of providing accessible and luxurious airport hospitality services to all travellers, regardless of their class of travel or ticket type. Our Americas expansion is a significant milestone in our continued pursuit of excellence.”

As part of “Proudly Local,” its newest initiative that aims to make lounges their own destination, PPG will curate lounges that showcase the best of local cultures within each host city.

Initially piloted in Kuala Lumpur, Jakarta, Nagoya, Adelaide, Rome and Dubai, the initiative will soon expand to North America.

“This strategic investment heralds a new era of excellence in airport innovation,” said Belanger. “By anticipating and adapting to emerging technologies, industry trends and traveller expectations, PPG will be at the forefront of airport innovation.”

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