Airport Experience® News - Customer Service Issue 2025

and seniors to solo travelers, business professionals and even bachelorette parties, proving that premium airport support can and should be accessible to everyone,” Melnick says. “We offer personal, concierge-style assistance from curb to gate, helping customers check in, navigate security and reach their gate with ease. Our services mirror those provided by premium VIP providers but at a fraction of the cost – at just $79 for on-site service and $149 for pre-booked service, with the pricing covering the entire group – up to six travelers – for one flat fee.” SkySquad is currently available in five major airports, including Fort Lauderdale–Hollywood International Airport (FLL), Orlando International Airport (MCO), Baltimore/Washington International Thurgood Marshall Airport (BWI), Harry Reid International Airport (LAS) and LAX. In August 2021, SkySquad partnered with Spirit Airlines to launch joint service at FLL and has since expanded to serve Spirit customers at LAX as well. “The success of this partnership highlights how low-cost carriers can still provide a high-touch customer experience through strategic partnerships like ours,” Melnick says. “At SkySquad, we’re democratizing the VIP airport experience

by making personalized, stress-free travel assistance accessible and affordable for everyone, not just the elite.” BDL’s concierge service was similarly designed with accessibility and affordability in mind. “Anyone can make a reservation and enjoy the perks and assistance that come with the program, and the cost of the service, with a reservation that’s made at least a week in advance, starts at $79.99,” Shea says. “That price includes four people, four pieces of luggage and two hours of assistance, with a nominal fee to increase any of those amounts.” Shea adds that traveler feedback to the new service has been overwhelmingly positive. “Passengers have said that booking the service helped to lessen their travel-related anxiety, offered assistance that made it easier to navigate the terminal, gave family members peace of mind when a loved one was traveling alone, and offered clear and concise communication with the BDL concierge team leading up to the date of travel,” he says. “Another response we often hear is they would highly recommend the service to family and friends.” Strategic Advantage Shea notes that as demand continues to grow among passengers for more premium services, BDL sees growth potential in building on its concierge service. “The goal is to one day create customizable packages that also include valet, lounge access, car services and more, offering passengers the opportunity to pre-arrange their travel plans that’s directly personalized to their needs,” he says. “Continually finding ways to enhance convenience will be beneficial for passengers and the airport.” Indeed, VIP and concierge services are valuable to everyone involved. “These services not only enhance the passenger journey but also enable airports and airlines to stand out in an increasingly competitive global travel environment,” PPG’s Belanger says. “For travelers, the benefits are clear: less time in queues, smoother transitions and a sense of being taken care of. For airports and airline partners, premium services improve operational flow, passenger satisfaction scores and brand perception

Above: Founded by a mom who envisioned a better airport experience for families like her own, SkySquad launched in December 2019 at Washington Dulles International Airport and is now available at five U.S. airports, offering personal, concierge-style assistance.

– ultimately driving loyalty and repeated travel. In today’s travel landscape, where experience matters as much as efficiency, these offerings are no longer a luxury, they’re a strategic advantage.” Belanger adds that as traveler expectations continue to evolve, PPG will be expanding Allways into new markets as well as “investing in technologies that enhance real-time service delivery, from digital booking to more seamless airport coordination.” Melnick points out that while technology can help with streamlining the process, “nothing replaces human kindness and a helping hand,” which is what makes concierge services so effective. “We’re just getting started,” she adds. “Our vision is to expand nationwide, working with more airlines and airports to bring our service to millions of travelers and ensuring that each is welcomed with a smile and guided with care.” SkyVIP will also continue its expansion plans, Ermolenko says. “We hope to extend our services to every major airport worldwide, setting the standard for elite airport experiences. The future of VIP airport services lies in seamless, tailored, end-to-end solutions that match the pace and needs of today’s discerning travelers.”

Below: Although Bradley International Airport is a medium-sized, easy-to-navigate airport, it introduced its first concierge service in partnership with Travelers Aid International to provide an elevated and convenient option for travelers that’s also affordable.

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AX NEWS OCTOBER/NOVEMBER 2025