The global hospitality provider Plaza Premium Group earned the Hong Kong Customer Experience of the Year – Hospitality & Leisure at the Asian Experience Awards 2026, following its June 2026 overhaul of plazapremiumlounge.com. The revamped platform unified previously disjointed booking processes, ensuring travelers enjoy a seamless experience from search to lounge access across 600 airports in 150 countries.
The project aimed to turn disconnected touchpoints into a seamless guest experience, allowing travelers to search, view locally maintained lounge details, and complete a booking within minutes. The platform supports international credit cards, digital wallets such as Alipay, Apple Pay, and Google Pay, and local payment methods.
Most travelers previously discovered and booked Plaza Premium Lounges through third-party channels, leaving the company unable to recognize its guests. The relaunched platform now enables travelers to book directly and connect to Smart Traveller, the company’s 1.8-million-member rewards program. Guests who book directly can earn rewards and recognition across future lounge visits, airport hotels, dining, and other airport services.
The platform is built on OneTECO, Plaza Premium Group’s proprietary travel experience platform, which features an AI-assisted virtual assistant to handle guest queries around the clock. This allows for a more personalized experience, as the virtual assistant can provide tailored support to guests.
The Asian Experience Awards recognizes companies that deliver meaningful brand experiences. The award applauds unique, standout, and innovative experience initiatives launched for clients, potential customers, or employees. Plaza Premium Group’s commitment to innovation and excellence has led to exponential growth globally, with a team of over 7,000 dedicated professionals worldwide.
Additionally, they operate Aerotel, the world’s largest airport transit hotel chain, and offer innovative digital experiences and rewards platforms. Their mission is to “Make Travel Better.”
The Asian Experience Awards is presented by Asian Business Review Magazine, and the full list of winners can be viewed on their website. Companies can also participate in the 2027 awards program by contacting the awards team.
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