Plaza Premium Group (PPG) has launched its meet and assist brand Allways at London Heathrow Airport (LHR), offering personalized assistance to travelers across arrival, transit and departure journeys.
The service combines dedicated airport assistance with access to premium travel services, providing support across all Heathrow terminals for leisure and business travelers, as well as passengers in transit.
According to PPG, the launch responds to findings in ACI World’s 2025 ASQ Global Traveller Survey, which the company says pointed to growing demand for more personalized and convenient airport experiences.
Allways offers agent-led assistance at each stage of the journey. On arrival, this includes a personalized greeting at the gate or shuttle drop-off, followed by navigation through immigration, baggage collection and onward transportation arrangements. During transit, the service provides guidance through connection points, terminal transfers and security clearances. For departures, it includes curbside greeting and accompaniment through check-in, priority security lanes, lounge entry and boarding.
Bora İşbulan, deputy chief executive officer of Plaza Premium Group, said, “ACI World’s latest Global Traveller Survey confirmed our observations on the ground in airport hospitality: passengers no longer measure their journey by speed alone and increasingly look for support that feels personal, intuitive and reassuring – not simply transactional. Allways was developed directly in response to that shift.
“For business travellers, that means a dedicated point of contact to ease tight connections, support schedule certainty, reduce airport stress and help them move efficiently between meetings, flights and ground transport. For families and leisure passengers, it offers the reassurance of a personal guide through a busy, high-pressure environment. As one of the world’s busiest hubs, LHR is precisely where this human element matters most – making it the natural next home for Allways.”
Additional services available include porter assistance, buggy transfers, fast-track access and Plaza Premium Lounge entry.
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