Airports worldwide aim to ensure safe, reliable, and dignified travel for every traveller. With global passenger numbers projected to grow at an average annual rate of 3.8% from 2023 to 2043, resulting in over 4 billion additional passengers, it is imperative that airports enable seamless travel and accessibility for all passengers.
For travellers with disabilities, reduced mobility, or other challenges, navigating through airports can be a daunting experience. To make air travel inclusive and enjoyable for everyone, airports must ensure accessibility is not just a regulatory requirement or a simple check box – it should become an essential part of the travel experience. Globally, over 1 billion people worldwide live with some form of disability, and addressing the accessibility gap is crucial when it comes to the airport experience. Airports designed to accommodate all travellers, including those with disabilities and reduced mobility, will be seen as truly inclusive and progressive.
Plaza Premium Group (PPG) started offering inclusive airport hospitality services through its brand ALLWAYS, first introduced in 2012. ALLWAYS provides a comprehensive range of passenger services designed to enhance the travel experience. These services include meet and assist, porter service, wheelchair assistance, and concierge services, among others, catering to diverse traveller needs – the aim is to ensure its service is accessible to all travellers.
This commitment to inclusive travel culminated in a major milestone in which PPG recently joined the International Air Transport Association (IATA) Strategic Partnerships Program. Through our recognition as an IATA Strategic Partner in the Accessibility area of involvement, we bring unparalleled expertise in delivering inclusive travel experiences that align perfectly with airports globally to deliver on their commitment to accessibility. As a member of the Program, we are building on our proven track record in providing thoughtful, comprehensive services that ensure dignified travel for all passengers, including those with disabilities and reduced mobility.
Our Meet & Assist services, supported by cutting-edge technology and trained professionals, are currently operational at 15 airports globally. At Hong Kong International Airport, 17 inclusive passenger services are available under PPG’s brand – ALLWAYS, providing comprehensive care for passengers throughout their journey-from departure and transit to arrival and return. It demonstrates our deep understanding that accessibility is not just about physical infrastructure – it is about creating an end-to-end journey that is welcoming, supportive, and dignified for every traveller.
Our recent sponsorship of the 2025 Para Dance Sport International competition in Hong Kong demonstrates our commitment to supporting meaningful causes. This aligns with our ethos of serving every passenger with love and care, making the airport journey more comfortable and convenient for all and aligning with Plaza Premium Group's commitment to social impact. Through these partnerships we aim to have a better understanding of our guest requirements irrespective of their mobility restrictions so that we can treat all passengers equally with the same level of service that our guests are accustomed to.
Plaza Premium Group is steadfast in its mission to redefine inclusive travel experiences for passengers across the globe. By continuously innovating and investing in cutting-edge solutions such as autonomous wheelchairs and user-friendly apps, we aim to transform every journey before and after flights into one that prioritizes accessibility, comfort, and seamless service. Our unwavering commitment to enhancing the customer experience reflects our belief that airports should be welcoming spaces for all travellers, regardless of their needs.
Author: Bora Isbulan, Deputy CEO, Plaza Premium Group
*Find out more about Plaza Premium Group's engagement in the IATA's Strategic Partnerships Program on the partners directory.
