The survey, conducted by the leading airport hospitality services company, found that although the travel landscape remains uncertain, people are eager to fly as soon as travel bans and restrictions are lifted. The findings also reveal that airport hospitality services are considered more essential than ever, as hygiene and safety will continue to be a top priority when travelling, even a year from now.

Focusing on ‘What The New Normal in Airport Hospitality Is’, the survey gathered responses from 2,000 travellers globally from Plaza Premium Group’s customer database, including physical visitors from its lounges and in-terminal hotels, as well as the Group’s own website and social media channels.

The survey found that 26 per cent of respondents intend to travel within the next 6-12 months, with 59 per cent saying they will travel as soon as bans and restrictions are lifted. Of the travel experience, 83 per cent of respondents believe that airport lounges and in-terminal hotels will be essential when travel resumes, due to the privacy they afford.

In fact, protecting themselves during future travel is a major concern, the survey has found, with 47 per cent of respondents saying they intend to wash their hands every 1-3 hours whilst at the airport, and 26 per cent washing hands every 30 to 60 minutes. Over 80 per cent of travellers surveyed believe masks are the most effective way of staying safe during their journey, while 75 per cent see hand-sanitiser and alcohol wipes as essential and 55 per cent said they would social-distance and make use of private spaces and facilities.

With travel being re-shaped, Plaza Premium Group is redefining its operations across all its services including Plaza Premium Lounge, Aerotel – in-terminal hotels, ALLWAYS Meet and Greet, and Airport Dining Concepts. The Group is reinforcing and continuously enhancing the safety and hygienic protocols already implemented, whilst continuing to provide exceptional personalised customer service.

Plaza Premium Group has also spearheaded a number of digital initiatives to provide a contactless and seamless end-to-end experience, including contactless transactions, QR-code smart order systems for food and beverage providers, e-books and magazines, and vending machines for travel essentials. Consumers can 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.

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