Airport Experience® News - Customer Service Issue 2025

Left: Plaza Premium Group launched a premium airport concierge service called Allways in 2012. It’s currently available at 15 airports globally.

Below: Founded in 2014 at Miami International Airport, SkyVIP has since expanded to more than 800 airports worldwide with its concierge services, including access to VIP lounges and private suites for high-profile travelers in over 50 airports globally.

services designed for a more luxury-minded clientele. “We’ve recognized the growing demand for curated and highly personalized experiences among affluent travelers; to meet this demand, we recently launched Beyond First, a bespoke, end-to-end service designed to cater to individual needs,” Belanger says. “Beyond First offers services like limousine transport to the airport, personalized check-in assistance, fast track immigration, exclusive access to the Plaza Premium First Lounge and a buggy ride directly to the gate.” The concept is currently available at HKG, with plans to expand to other global locations soon. Specifically catering to affluent travelers, PS launched in 2017 at Los Angeles International Airport (LAX). The company owns and operates luxury private airport terminals so that travelers can have an elevated and more private experience – complete with PS concierges and personal car transfers directly to the tarmac. In addition to private security screening and customs and immigration facilities on site, PS private terminals also feature spa offerings, a full kitchen and bar, plus an array of takeaway items. There are two experiences to choose from: The Private Suite, which provides complete privacy for $3,650 to $4,950 for up to four travelers depending on membership level; or The Salon, which provides a social lounge for $895 to $1,295 per traveler depending on membership level. The second PS location opened at Hartsfield–Jackson Atlanta International Airport (ATL) in 2023, with additional U.S. openings slated for DFW and MIA in the spring of 2026 and in Paris by the end of 2025. According to the company, the vision from day one has been to build a

network of PS terminals around the U.S., and hopefully one day around the world. Making The Exclusive Inclusive Although certain concierge services are designed with the luxury and high-profile traveler in mind, others are aiming to make their services available to a broader range of travelers. “VIP airport services are no longer reserved solely for celebrities; increasingly, entrepreneurs, families and even solo travelers are choosing these services to reduce stress, save time and enjoy peace of mind,” Ermolenko says. “Our mission at SkyVIP is to make luxury travel

accessible to anyone who values efficiency, comfort and top-tier care.” The company achieves this by offering different package levels – the Silver Package, or VIP Meet & Greet; the Gold Package, or VIP Salon; and the Black Package, or VIP Private Suite – at varying price points, depending on location, to accommodate different needs and budgets. In December 2019, Julie Melnick, a mom who envisioned a better airport experience for families like her own, launched SkySquad at Washington Dulles International Airport (IAD). “We’ve now supported over 110,000 travelers and counting, proudly serving a diverse range of customers, from families

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AX NEWS OCTOBER/NOVEMBER 2025