20 Dec 2020

Private spaces in airports deemed essential by travellers Plaza Premium Group consumer survey reveals

Plaza Premium Group, global industry leader and pioneer of airport hospitality services, has released the findings from a recent consumer survey, investigating how travellers feel about air-travel, airports, and airport hospitality during the Covid-19 era and post pandemic. The survey findings show 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 2000 travellers globally from Plaza Premium Group’s customer database – Smart Traveller database (71%), Plaza Premium Lounge database (27%), and Aerotel database (2%), including physical visitors from its lounges and in-terminal hotels, as well as the Group’s owned website and social media channels. 

Key findings revealed: 

• 26% of respondents intend to travel within the next 6-12 months  
• 59% of respondents will travel as soon as travel bans and restrictions are lifted 
• 83% of respondents believe that airport lounges and in-terminal hotels will be essential when travel resumes, due to the need for private spaces, as well as hygiene and safety in the airport being of the highest priority 

• 47% of respondents intend to wash their hands every 1-3 hours whilst at the airport, and 26% said they would wash their hands every 30 to 60 minutes 

The survey suggests that travellers will protect themselves in a multitude of ways when they are ready to travel again. 83% of respondents believe that wearing masks is the most effective way of staying safe whilst travelling, whilst 75% see the importance of hand-sanitiser and alcohol wipes as essential. Other respondents, 23%, intend to boost their immunity pre-flight through nourishing food and supplements, whilst 55% of respondents 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, to name a few. 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. As travel continues to evolve, Plaza Premium Group remains committed to staying ahead of customers’ needs and expectations, across all of its brands.