Airport Experience® News - Customer Service Issue 2025

desire more personalized attention. In July 2024, for example, Bradley International Airport (BDL) debuted its first concierge service for departing and arriving passengers in partnership with Travelers Aid International . The service provides travelers with concierges who assist with check-in, security, food delivery, checked bag retrieval and parking or car rentals. “BDL is a medium-sized, easy-to-navigate airport, but we’re always looking for ways to elevate the passenger experience and provide even more convenience for travelers,” says Michael Shea, executive director of the Connecticut Airport Authority , which owns and operates BDL. “We understand that everyone has different needs and different levels of flying experience.” Founded in 2014 at Miami International Airport (MIA), SkyVIP has since expanded to more than 800 airports worldwide with its meet-and-greet assistance. “Our services include being met directly at the aircraft or terminal gate, expedited fast-track support through immigration and security, luggage assistance and full escort through to the exit – or vice versa for departures – and we also arrange private transportation, both airside and landside,” says Elena Ermolenko, CEO and co-founder. “For high-profile clients such as celebrities, executives and royal families, we offer access to VIP lounges and private suites in over 50 airports globally, ensuring complete privacy, comfort and efficiency during their travels.” Ermolenko adds that the company has seen consistent year-over-year growth of at least 10 percent. “This increase is largely driven by rising awareness of the availability of VIP services,” she says. “Our clients, many of whom travel for business or luxury vacations, value time and convenience and prefer to avoid the stress and delays associated with standard airport processes.” While Allways is available to all types of travelers, the company also has special

catering to different needs,” Bruton says. “We’ve seen a steady increase in service requests thanks to word of mouth and advertising efforts around DEN. Passengers continue to ask for more personalized and seamless experiences, putting more pressure on airports to enhance their services.” Indeed, especially post-pandemic, there’s been a clear shift in what travelers value most, notes Pascal Belanger, senior vice president of the Americas for Plaza Premium Group (PPG), which offers a premium airport concierge service called Allways. “They want control, personalization and peace of mind throughout their journeys,” Belanger says. “More than ever, travelers are looking for ways to simplify the airport experience, especially families, elderly passengers, business travelers and those managing tight layovers or unfamiliar airports,” he says, adding that this demand is also driven by a general mindset shift on the airport experience. “Airports are no longer just transit points – they’re part of the journey. Travelers are increasingly willing to invest in services that offer comfort, care and efficiency. Our growth reflects this changing expectation: people want to feel seen, supported and guided throughout their airport journey and that’s exactly what Allways delivers.”

Comfort, Care And Efficiency PPG launched Allways in 2012. The service is currently available at 15 airports globally, including major international hubs like Toronto Pearson International Airport (YYZ), Dallas Fort Worth International Airport (DFW), Hong Kong International Airport (HKG), Sao Paulo-Guarulhos International Airport (GRU) and Leonardo da Vinci Fiumicino Airport (FCO), among others. Services vary from airport to airport but some of the key features include meet and assist on departure, arrival or transit; porter services and baggage wrapping; fast-track immigration and security clearance; buggy transportation in-terminal; escort from curb to gate or gate to curb; home baggage pick-up and drop-off; flight monitoring and more. “Across all locations, our approach combines local know-how, thoughtful hospitality and technology-enabled coordination to offer a consistent yet highly personalized experience,” Belanger says. “With Allways, the airport is no longer just a transit point, it becomes a place of comfort, ease and thoughtful service, tailored just for you.” In fact, there is a broad range of companies that cater to travelers who

Left: In September 2023 Denver International Airport launched its Den Travel Assist service, in partnership with Airport Butler, in response to growing demand, as the airport’s customer service team was consistently receiving requests for meet-and-assist services from all types of travelers.

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AX NEWS OCTOBER/NOVEMBER 2025