TCS Partners With Hong Kong's Plaza Premium Group To Modernise Airport Experience

Plaza Premium Group, a global airport hospitality services provider based in Hong Kong, has selected Tata Consultancy Services (TCS) for a contract to develop an end-to-end digital platform—an initiative to transform airport experience.

This partnership is expected to improve customer experience and operational excellence at Plaza Premium Group's 70 airport locations, which serve 20 million passengers annually.

The long-term collaboration aims to reinvent the end-to-end airport travel experience in three key areas, which are customer experience, employee experience and operational excellence.

TCS—the IT services, consulting and business solutions organisation—is developing a first-of-its-kind customised Passenger Services Technology Platform for PPG, based on its extensive domain understanding of the aviation industry.

As per a news release from TCS, Girish Ramachandran, President, TCS Asia Pacific, said: “We are delighted to partner with Plaza Premium Group to develop a future-ready technology platform that is helping revolutionise the air travel hospitality experience, just as the world is re-emerging into a back-to-travel landscape.”

“With the new platform developed by TCS, PPG is better enabled to deliver an outstanding customer experience, receive better business intelligence, and drive growth worldwide. We look forward to growing this partnership further globally,” he added.

The news release also noted that Bangalore International Airport Ltd. is likely to be the first to use the end-to-end digital platform in early 2022.

The new platform will improve the client experience by making it easier to make bookings for a variety of services at PPG's lounges and other hospitality locations.

It explained that sales and marketing, customer interaction, back-of-house command and control, workforce management, training, and the overall operation information management system are all projected to improve, resulting in a 360-degree service delivery scope.

Additionally, it said that the platform would link into a larger B2B partner ecosystem, allowing for seamless product offerings, selection, and service integration, as well as improved airport hospitality and business growth.

Olivia Chang, the Chief Information Officer at PPG, said: “Plaza Premium Group is committed to creating a world-class, seamless airport hospitality experience for global travellers. In the new travel era where technology is core to the customer experience, we see the investment in building our own technology capability instrumental to address evolving customer expectation.”

“We are excited to partner with TCS, a leader in its field, to develop an end-to-end passenger services technology solution that is first in the market,” she said in the statement.