WHAT IS THE ‘NEW NORMAL’ IN AIRPORT HOSPITALITY? View from travellers © December 2020. Plaza Premium Group. All Rights Reserved.
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KEY FINDINGS Travel has changed, so has our airport experience. We have recently asked over 2,000 travellers on their expectations for their future travel - from when to travel, what precautions to take while travelling, to the essentials required during their pre-flight experience at the airport. From the survey, we see the travel landscape remains uncertain with 28% respondents not knowing when they will travel next and 26% planning to travel in the coming 6 to 12 months. However, 59% of respondents would travel as soon as travel bans are lifted, due to pent-up travel demand which further reinforces the desire for consumers to fly again. Once travel resumes, 49% of travellers considers hygiene and safety a priority even a year from now and majority of them - up to 83% - consider airport lounges and airport in-terminal hotels essential.
WHEN ARE YOU EXPECTING TO TRAVEL NEXT? 3-6 months
21%
1-3 months
unkown 6-12 months
25%
28%
26%
3-6 months
1-3 months
21%
unkown 6-12 months
25%
26%
WHAT WILL BE THE MAIN REASONS FOR YOU TO START TRAVELLING AGAIN?
59%
As soon as travel ban are lifted
11%
14%
Visit a country with zero Covid-19 case for a reasonable duration
11%
Business trips
11%
11%
Availablility of Covid-19 vaccine
5%
5%
Others
28%
3-6 months
AIRPORT LOUNGE OR AIRPORT HOTEL AT THE TERMINAL IS SEEN AS 21% 1-3 months A HIDEAWAY TO MINIMISE TOUCHPOINTS AND TO UNWIND PRIOR TO BOARDING, WOULD YOU CONSIDER THIS SERVICE ESSENTIAL ESPECIALLY 25% POST PANDEMIC?
49%
34%
Absolutely essential
unkown 6-12 months
26%
16%
Essential
28%
2%
Important but not completely necessary
Not important
The survey further examines the level of importance for different The importance of building relationships with hygiene and safety measures, wearing a mask was regarded as partners and the airport community post most important followed by carrying hygiene amenities, washing pandemic and enhancing digital experiences hands frequently and opting for private spaces for social distancing. are also showcased in the survey results. A combined 73% would wash their hands every 30 minutes to 3 hours. Airport lounges rely heavily on partnerships Once international travel resumes, all existing safety and hygiene with banks and financial institutions with 72% % protocols will remain a priority to the majority of respondents, of respondents accessing lounges via eligible including body temperature checks, frequent sanitisation of credit cards. A combined 89% of respondents 80 all areas, and social distancing with more private spaces made are%also interested in engaging in an airport % % % % available for individuals, families and small groups, rated as most rewards programme to maximise their Business trips Availablility of Others Visit a country with As soon as travel important. airport Covid-19 vaccine experience. zero Covid-19 case for ban are lifted 70
72
14
59
11
11
5
a reasonable duration
60 50
WHAT IS THE MOST IMPORTANT PERSONAL PREVENTIVE MEASURE DURING YOUR TRAVEL?
4%
3%
40
11%
10%
75% Travel pass / Others
Promotional offer from non-travel brands
44% 1% Others
Pay to access
55%
83% 65%
Lounge access through eligible credit cards
Flying in business or first class
20
80
10
600 40
23% Boosting immunity with nutritious foods and supplements
100 30
20
Avoid touching surfaces
Opting for private spaces for social distancing
Carrying hand sanitizer, extra masks and alcohol wipes at all times
Washing hands frequently
Wearing a mask
0
47%
72%
72%
1 to 3 hours
80
80
IF YOU ARE TRAVELLING, ON AVERAGE, HOW OFTEN WOULD YOU WASH YOUR HANDS OR USE HAND SANITISER?
72%
4%
3%
49%
Absolutely essential
Travel pass / Others
4%
10%
4%3%
9% 449 10 % %
80
3%70
Essential
60
16%
3%
20
%
% Once every %
Same frequency 40 as pre-covid
2
30 % 11% 10% 10%20
Not important
%
10
50
3
0
0 through Flying in business Notaccess important Pay to Lounge access Flying in business eligible credit cards or first class 40 or first class Travel pass /Travel Others passPromotional / Others Promotional offer from offer from Pay to access Pay to access Lounge access Loung thr non-travel brands non-travel brands eligible credit eligib ca
10%
30
3 to 6 hours
20
20
10
72%
10
47%
47%
0
Travel pass / Others Promotional offer from Pay to access Travel pass / Others Promotional offer from non-travel brands non-travel brands
30
Important but not Only completely necessary before meals
6%
50
Only when offered or being asked to
30 minutes 10 to 1 hour
1130%
3 to 6 hours
%%
60
50
11%
10%
40
70
Essential Important but not Travel pass / Others Promotional offer from completely necessary Promotional offer from Pay to access Lounge access 40 through non-travel brands non-travel brands eligible credit cards
10%
50
Same frequency as pre-covid
80
Absolutely essential Only % before meals
34%
6% 2% 3410%11 9% 16% 4 4 263% 3 2%
60
60
Only when offered or % asked to being
72
70
70
2%
72%
0
Lounge access through Flying in business Pay to access Lounge access through Flying in business eligible credit cards or first class eligible credit cards or first class
70
1 to 3 hours
72%
60 80
WHEN INTERNATIONAL TRAVEL RESUMES, WHAT MEASURE WILL YOU CONSIDER MOST IMPORTANT POST PANDEMIC WHILE USING AIRPORT LOUNGES OR HOTELS? 4%
40
11%
60
Body temperature checks at reception Provision of hand sanitisers throughout the space
Body temperature checks at reception
49%
50
70
49%
10%
3%
Provision of hand sanitisers Frequent sanitisation all areas Practice social20 di Frequent sanitisation all areas Practice social distancing throughout the space 40at reception Provision of Provision Body temperature Body temperature checks at reception checks hand sanitisers of hand sanitisers Frequent saniti Fre 10 throughout the throughout space the space
Travel pass / Others
Promotional offer from non-travel brands
34%
16%
30 Pay to access
Lounge access through eligible credit cards
2%
20
34%
16%
Essential
2%
Important but not completely necessary
Contactless experiences – Private space for individuals All of the above Contactless experiences – Private space for individuals check-in/out, payment, or small groups check-in/out, payment, or small groups meal ordering, etc meal ordering, etc
Not important
All of the above
72%
HOW DO YOU USUALLY ACCESS AIRPORT LOUNGES? 49%
40% 49%
9% 40%
2% 9% 49% 49%
Highly Interested at reception InterestedBody temperature checks Somewhat interested interested
72%
Highly interested
2% 40% 40% 80
Somewhat Provision Notof athand all sanitisers interested throughout the space Highly interested
Not at allall areas Frequent sanitisation
70
Highly interested
Interested
Body temperature checks at reception
49%
Highly interested
49%
Highly interested
40%
40%
Interested
Interested
Contactless experiences – check-in/out, payment, meal ordering, etc
50
4%
3%
Provision of hand sanitisers throughout the space
10%
9%
Somewhat interested
4%
Private space for individuals or small groups
50
Travel pass / Others
40
40
30
30
20 10
9
3%
interested
All of the above
11%
Promotional offer from non-travel brands
All hygienic Packaged food measures must be for take-out kept including provision of cleaning or sanitising kits
Body temperature checks at reception
49%
Flying in business or first class
Interested
Sustainable practices such as recycling, eco-friendly materials, etc
102%
50
All of the above
Not at all
11%
30
50
20
40
10
30to access Pay
50
Pra
Somewhat interested
40
Private space for individuals % groups 60or small
access through 50Lounge eligible credit cards
40
40
0 30
30
10
Promotional offer from Pay through WOULD YOU BE INTERESTED IN toAaccess MOBILELounge APP-access 50 non-travel brands eligible credit 20 cards 20 BASED GLOBAL AIRPORT REWARDS 40 40 THAT OFFERS BENEFITS AND PROGRAMME 10 10 49 % 40% PERKS INCLUDING LOUNGE EXPERIENCES AND 30 30 0 0 TRAVEL RELATED PRODUCTS? All hygienic measures must be kept including provision of cleaning or sanitising kits
2
Contactless experiences – % check-in/out, payment, % meal ordering, Not etc at all Somewhat
Practice social distancing
70
9% 9%
Somewhat interested
Flying in business or first class
0
20
Travel pass 50 / Others
Highly interested
Frequent sanitisation all areas
Interested
60
80
10
0
Flying in business or first class
Contactless experiences –EssentialPrivate space for individuals Important but Allnot of the above 10 essential Not important Contactless experiences –Absolutely Private space for individuals All of the above check-in/out, payment, or small groups completely necessary check-in/out, payment, or small groups Body temperature checks at reception Provision of hand sanitisers Frequent sanitisation all areas Practice social distancingexperiences meal ordering, etc Contactless Contactless experiences – socialPrivate Private for individuals space for individualsAll of the above All of the above Body temperature checksmeal at reception Provision of hand sanitisers Frequent sanitisation all areas Practice distancing 0– space ordering, etc the space throughout check-in/out, check-in/out, payment, or small groups or small groups Travel pass / Othersthroughout Promotional offer from Pay to access Lounge access through Flying in businesspayment, the space meal ordering, meal etcordering, non-travel brands eligible credit cards or first class etc
Absolutely essential
20
30
50
11%
10%
3%
4%
80
1 to 3 hours
Highly interested
9%
20
20
10
10
Somewhat interested
Sustainable A loyalty programme practices such as to earn points and to recycling, offer exclusive offers eco-friendly materials, etc
40%
Interested
9%
Somewhat interested
2%
Not at all
2%
Not at all
0
0
Packaged food A loyalty programme Concierge services to More private and Availability o Concierge services to More private and Availability of Others, please for take-out to earn points and to assist guests for enclosed space for multi-functional assist guests for enclosed space for multi-functional rooms specify offer exclusive offers shopping or proceeding individuals, families (for meditation, All hygienic All hygienic Sustainable Sustainable Packaged food Packaged A food loyalty programme A loyalty programme Concierge shopping or proceeding individuals, families (for meditation, yoga _______________ to boarding gates and small groups practice and/or bu must measures be must be groups such practices as practice such as for take-out for take-out to earn pointstoand earn to points and assist to g to measures boarding gates andpractices small and/or business meetings, if nee kept includingkept including recycling, recycling, offer exclusiveoffer offers exclusive shopping offers o meetings, if needed) provision of cleaning provision of cleaning eco-friendly eco-friendly to board or sanitising kits or sanitising kits materials, etcmaterials, etc
Provision of hand sanitisers throughout the space
Frequent sanitisation all areas
Practice social distancing
METHODOLOGY Conducted via online survey platform Survey Monkey, the survey was shared with Plaza Premium Group’s customer database including members of its loyalty programme Smart Traveller via various touchpoints including email, social media, in-app notifications and on-location in Plaza Premium Lounges and Aerotels. It was open for participation from 31 August to 20 September 2020 and a total of 2000 respondents participated. Most respondents were received were through Smart Traveller database (71%) followed by Plaza Premium Lounge (27%) and Aerotel (2%) database including physical visitors, owned websites and social channels.
OUR TAKEAWAY Plaza Premium Group is committed to create a safe and secure travel journey by deploying a series of measurements throughout all touchpoints from departure, transit and arrival. The survey results indicate the eagerness in travelling but also the urgency for a transformation – to reform the way we provide travel experiences.
ADOPTING THE ‘NEW NORMAL’ IN AIRPORT HOSPITALITY Adopting the ‘new normal’ in airport hospitality by implementing wellbeing and reset measures is crucial post pandemic. Redefining operations and reinforcing hygienic protocols without compromising personalised customer services are essential. Body temperature checks, frequent sanitisation, and social distancing are measures to safeguard traveller’s health and wellbeing to ensure a worry-free environment.
DIGITALISATION, BEYOND PROVIDING CONVENIENCE Digitalisation has been accelerating at full speed from new perspectives beyond providing convenience and security. The airport community including airport hospitality groups are looking to build confidence in air travel through technology. Contactless and personalised experiences will be more in demand or even become an essential part of a consumer’s airport journey. Such experiences include contactless transactions, QR-code smart order systems for food and beverage providers, e-books and magazines and vending machines for travel essentials to name a few. Consumers will also opt for personalised services when visiting foreign airports, such as fast track and baggage porter services which can minimise time and contact with surfaces.
COLLABORATIVE EFFORTS TO REVIVE TRAVEL It takes collaborative efforts to revive travel - from governments, authorities, airlines, to every industry practitioner in the entire travel ecosystem. Formation of travel bubbles is still at its infant stage and until an effective vaccination is developed, all stakeholders must share best practices and work together to re-store travel confidence. Both travel confidence among consumers and business are equally important. Consolidation and strategic partnerships among aviation and airport hospitality companies can also be expected where resources, talents and expertise can be better optimised to reshape the future during such recovery stage.
CUSTOMERS ARE AT THE HEART OF EVERYTHING Customers’ feedback and comments are important to us, especially as travel is being reshaped. Plaza Premium Group is committed to staying observant and alert to accommodate travellers’ needs and expectations, while following authorities’ recognised protocols globally. Keeping customers at the center of our service delivery will remain in the new age of travel.
“
Nice and clean facilities – all protocol is strictly followed, I feel safe when visiting the lounge, kudos to the team!
”
“
The facility is excellent and the staff is always helpful and cheerful. I would visit again because of the top services provided!
”
Plaza Premium Lounge Hong Kong, Nov 2020
“
Plaza Premium Lounge Vancouver
(International Departures), Nov 2020
This is the best lounge I’ve visited - excellent services, delicious food, helpful staff accommodating our needs under ‘ new normal.
”
Plaza Premium Lounge New Delhi (Domestic Arrivals), Nov 2020
GLOBAL NETWORK & AWARD-WINNING BRANDS
180+
49
25
20+
PLAZA PREMIUM GROUP TAKES UP
45%
55%
From the top five biggest lounge operators
Among all independent lounge operators in the world
World’s Best Independent Airport Lounge Skytrax World Airline Awards 2016-2019
Best Airport Lounge Operator TTG Travel Award 2018&2019
Best Independent Airport Lounge Business Traveller Asia-Pacific Awards 2018, 2019 & 2020
ISO 9001:2015 Certificate Quality Management in Provision of Airport Lounge Services
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