Hong Kong-based airport services specialist, Plaza Premium Group (PPG), has entered into new partnerships that allow it to improve customer experiences at the airport lounges it operates.
Speaking to TTG Asia on its operational and strategic change, PPG’s global business development director, Jonathan Song, said the company’s move was encouraged by its consumer survey where 83 per cent of respondents said airport lounges and in-terminal hotels would be essential when travel resumes, due to the need for private spaces. Respondents also identified hygiene and safety in the airport as their highest priority.

Bearing in mind new travel needs that have been shaped by new normals, Song said PPG has enhanced safety and hygiene protocols for its operations; brought in new digital initiatives such as self check-in capabilities, digital reading materials and smart F&B ordering processes; established a flexible refund policy for guests; and launched the Smart Traveler loyalty programme. For the latter two initiatives, PPG allows customers to convert unused lounge access purchased ahead of time into points that can be used to redeem for meet-and-greets, hotels and other services it offers.
It has also “embraced strategic partnership with various stakeholders”, added Song, citing collaboration examples with Dnata’s Marhaba to provide meet-and-greet services as well as airport lounges in markets that are not already on PPG’s network; and with UK-based YQ Now to further augment PPG’s airport meet-and-greet as well as airport concierge capabilities.
For airlines that are finding it hard to justify running their own airport lounges at the moment, PPG has struck contracts to help manage their premium passengers.
Song added: “Another interesting initiative is to integrate duty-free shopping and airport hospitality experiences by collaborating with travel retailer using O2O e-commerce. Instead of physically hopping around shops, guests come stay in our lounges and (access merchandise) at their fingertips. Their shopping is then delivered to the lounge or at the gate.”
Song told TTG Asia that PPG is keen on partnerships across a broad spectrum, from travel retailing, carparking and even currency exchange.
“(We want to provide a) one-stop-shop solution that will enhance the airport experience or help (our airport partners make) non-air revenue. From there, we will be able to sell and bundle lounge and hotel access with meet and assist services across different airports, extending our ability to take care of travellers throughout the airport journey,” he elaborated.

























Crystal, which manages a range of luxury cruise lines, now requires all guests to be fully inoculated with a Covid-19 vaccine at least 14 days prior to their cruise, with proof of vaccination to be provided before embarkation.
The updated health and safety protocols also specifies that guests must have received both doses of the vaccine if recommended by the manufacturer by that timeline.
The compulsory vaccine requirement augments the company’s comprehensive Crystal Clean+ 4.0 measures, which includes negative Covid-19 tests for both guests and crew, pre-boarding temperature checks at the terminal, a nimble mask policy, social distancing, enhanced cleaning and disinfection measures, reduced capacity and more.
“We are encouraged by the progress being made with the Covid-19 vaccines and what this means for our Crystal Family and the travel industry as a whole as we eagerly look forward to exploring the world again,” said Crystal’s interim president and CEO, Jack Anderson in a press statement.
“We know that peace of mind is the greatest luxury, and the vaccine requirement is simply the best way to ensure the safest possible Crystal Experience for all on board. This sentiment is underscored by conversations with our guests and travel partners and a recent of (study) that revealed that more than 80 per cent of respondents would cruise if a vaccine were required,” Anderson added.
As of February 18, the company has voluntarily paused operations through May 2021 for its River fleet, into June for its Ocean ships, through August 1 for Crystal Esprit and through August for Crystal Endeavor, allowing most travellers sufficient time to get fully vaccinated before sailing resumption.
Crystal’s crew are expected to be vaccinated as well when the company resumes sailing, subject to their age and/or the availability of vaccines in their home countries.
“As part of the company’s Crystal Clean+ 4.0 measures, crew members will be tested for Covid-19 prior to leaving their home location to join the ship and must receive a negative result. They also will take a test at embarkation; quarantine for seven days upon arrival; be tested again at the end of that seven-day period and must receive a negative result before beginning their duties,” Anderson noted. “When vaccines are widely available, it will be a requirement of employment for crew, which must be completed at least 14 days prior to service.”
Crystal will continue to evaluate and update its health and safety protocols according to the latest scientific data and expert guidance.