Updated: 3 April 2020, 1600 (GMT +8)
We Care for your Wellbeing
At Plaza Premium Group, safeguarding everyone’s health and wellbeing is of utmost importance to us. In light of the COVID-19 situation, we have implemented a set of precautionary measures in accordance to local authority’s advisories for different locations. These measures include but are not limited to:
- The frequency of cleaning and disinfecting processes has been increased.
- Heightened safety and hygiene measures are implemented in meal service and food presentation.
- In selected locations, body temperature checks and wearing of masks have been implemented per local authority guidelines.
- Education and information on the virus are continuously and timely shared with all employees to ensure they stay alert with the best possible measures to take during and after work.
Opening Hours Adjustment or Temporary Closure
Due to the latest travel advisories enforced in different markets and the significant reduction of air passengers, selected locations are temporarily closed while a few locations remain open with adjusted operation hours to serve our guests on essential travels.
For travellers booking directly with us, our teams are currently handling requests on rebooking and cancellations with full refund, please allow four to six weeks for the refund process to be completed. Travellers booking with online travel agents, please liaise with your respective agents for rebooking or cancellations. We sincerely apologise for the convenience caused.
We understand the situation is constantly evolving, therefore our teams are simultaneously monitoring and reviewing our services. As always, we are committed to deliver the best services to our guests with love and care.
Meanwhile, kindly see the full list of our venues with service adjustment shown. For assistance or enquiries, please reach us through please reach us through customer.relations@plaza-network.com.
ALLWAYS Meet & Greet Service
| Airport |
Service Hours |
| Toronto International Airport, Canada |
Temporarily unavailable |
| Macau International Airport, China |
Temporarily unavailable |
| Indira Gandhi International Airport, New Delhi, India |
Temporarily unavailable |
| Cebu Mactan International Airport, Philippines |
Temporarily unavailable |
| John F. Kennedy International Airport, USA |
Temporarily unavailable |
| Dallas Fort Worth International Airport, USA |
Temporarily unavailable |
Plaza Premium First
| Hong Kong International Airport |
7/F, Departures Hall, T1 (near Gate 1) |
Temporarily closed |
| Kuala Lumpur International Airport |
East Zone, L2, Mezzanine Floor, Satellite Building (head for Gate C21-C27, take lift No.3) |
0800 – 2000 daily |
Plaza Premium Lounge
| China – Mainland, Hong Kong, Macau, Taiwan regions |
| Hong Kong International Airport |
- 6/F, Departures Hall, T1 (near Gate 35)
- 7/F, Departures Hall, T1 (near Gate 1)
- 7/F, Departures Hall, T1 (near Gate 60)
|
- Temporarily closed
- 0600 – 0030 daily
- Temporarily closed
|
| Macau International Airport |
- Mezzanine Level (access via escalator opposite Gate 9/9A)
|
|
| Taiwan Taoyuan International Airport |
- Zone D, 4/F, T1 Departures Hall
- Zone A, T2 International Departures
- Zone C, 4/F, T1 Departures Hall
- Zone A1, 4/F, T2 Departures Hall
|
- 0700 – 2200 daily
- 24 hours
- Temporarily closed
- Temporarily closed
|
| Americas & Europe |
| Rio de Janeiro RIOgaleão – Tom Jobim International Airport |
- South Pier, International Departures, T2
- Level 1, Domestic Departures, T2
- Level 2, Arrivals, Carpark Building, T2
|
- Temporarily closed
- Temporarily closed
- Temporarily closed
|
| Edmonton International Airport |
- International/ Domestic Departures, near Gate 52
- US Transborder Departures, near Gate 88
|
- Temporarily closed
- Temporarily closed
|
| Toronto Pearson International Airport |
- Domestic Departures, T3 (between Gates B22 & B24)
- Level 3, Domestic Departures, T1, Right After Security
- International Departures, T1 (use elevator near Gate E77)
- International Departures, T3, AT Level, via Gate C32
- T1, US Departures (near Gate F53 & F55)
- US Transborder, USA Departures, T3 (T Level, elevator access after Duty Free Stores)
- Wellbeing
|
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
|
| Vancouver International Airport |
- International Departures, Pier D (directly after security screening)
- Level 3, Domestic Departure Terminal, near Gate B15
- US Transborder Departure Pier E, near Gate E87
- Level 3, Domestic Departures, Pier C, near Gate C29
|
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
|
| Winnipeg James Armstrong Richardson International Airport |
- Departures Level (opposite to Gate 5)
|
|
| Helsinki Airport |
- 3/F, Non-Schengen Area, T2, (near Gate 40)
|
|
| Leonardo da Vinci-Fiumicino Airport |
- Area E (Upper Level), T3 Extra Schengen Departures
|
|
| London Heathrow Airport |
- Level 4, T2 Departures
- Level 1, T2 Arrivals
- Ground Floor, T3 Arrivals
- Mezzanine Level, T4 Arrivals
- Level 2, T4 Departures
- Level 2, T5 Departures
|
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
|
| Asia Pacific |
| Brisbane Airport |
- International Terminal – Departures, Level 4 (Between Gate 81 and Gate 82)
- Wellness Spa (International Departures)
|
- Temporarily closed
- Temporarily closed
|
| Melbourne Airport |
- International Departures, T2 (near Gate 9)
|
|
| Sydney Airport |
- T1, International Departures (opposite to gate 25-26)
|
|
| Phnom Penh International Airport |
- Mezzanine Floor, International Departure
|
|
| Siem Reap International Airport |
- International Departure Terminal
|
|
| Jakarta Soekarno-Hatta International Airport |
- International Departure, T3, Level 2 (near Gate 5)
|
|
| Kuala Lumpur International Airport |
- Mezzanine Floor, Level 2, Satellite Terminal (near Gates C11 - C17)
- Level 2M, gateway@klia2, Terminal klia2 (opposite Aerotel Kuala Lumpur)
- Level 2M, gateway@klia2, Terminal klia2 (next to Aerotel Kuala Lumpur)
- Level 2, International Departure, Terminal klia2 (near Gate L8)
- Wellness Spa at KLIA, Mezzanine Floor (Level 2), Satellite Terminal (near Gate C21- C27)
- Wellness Spa at S6-3-A03, Level 3, International Departure, Terminal klia2
|
- 24 hours
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
|
| Kota Kinabalu International Airport |
- Level 3, International Departures (near Gate B3)
- Level 2, Domestic Departures (near Gate A10)
|
- Temporarily closed
- Temporarily closed
|
| Kuching International Airport |
- Level 2, Domestic Departure (near Gate 6)
|
|
| Penang International Airport |
- Level 2, Domestic Departure (near Gate A1A)
- Mezzanine Floor, International Departure (near Gate A3)
|
- Temporarily closed
- Temporarily closed
|
| Langkawi International Airport |
- Level 1, Departure Hall (outside secured area, directly opposite the Domestic/International Departure Gate
|
|
| Mactan Cebu International Airport |
- Level 1, International, Pre Departure, T2 (please take the lift opposite to Gate 20)
- Arrival Level, Terminal 1
|
- Temporarily closed
- Temporarily closed
|
| Singapore Changi Airport |
- Level 3, Departure/Transit Lounge West, T1
- BLOSSOM – SATS & Plaza Premium Lounge on Level 2 Mezzanine, Departure/Transit Lounge, T4
|
- Temporarily closed
- 0800 – 2300 daily (walk-in guests only)
|
| India & Middle East |
| Sardar Vallabhbhai Patel International Airport, Ahmedabad |
- Level 1 (Near Gate 4), Domestic Departures, T1
- Level 1, International Departures, T2 (opposite Gate 3)
|
- Temporarily closed
- Temporarily closed
|
| Indira Gandhi International Airport, New Delhi |
- Mezzanine Level, Domestic Departures, T1
- Departure level, T2 (after security check, near Gate 32)
- Lounge A, Mezzanine Level, International Departures, T3
- Arrival Hall, International Arrivals, T3
- Plaza Premium Lounge Transit Hotel, G/F (next to lift), Departure Building, Domestic Arrivals, T1
- Lounge B, Level 4, International Departures, T3
- Mezzanine Level, T3, Domestic Departures
- Arrival Hall, Domestic Arrivals, T3
|
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
- Temporarily closed
|
| Rajiv Gandhi International Airport, Hyderabad |
- Level E, International Departures (after duty free near Board Gate No.32 A/B)
- Level E, Domestic Departures (near Gate 28)
|
- Temporarily closed
- Temporarily closed
|
| Salalah Airport |
- International Departures (after Immigration & Security, near Gate B)
|
|
| King Fahd International Airport, Dammam |
- Departure Level (within airport restricted area; opposite Al Dawa Pharmacy and adjacent to Alinma Bank)
|
|
| Riyadh King Khalid International Airport |
- International Departures, Mezzanine level, T1
|
|
| Abu Dhabi International Airport |
- Al Dhabi Lounge, Level 1, T1, International Departures
- Al Reem Lounge, Ground Level T1, International Departures
|
- Temporarily closed
- Temporarily closed
|
| Dubai International Airport |
- Level 4, Concourse A – West Wing (past Duty Free shopping area), T3
|
|
Aerotel
| Airport |
Location |
Service Hours |
| Beijing Daxing International Airport |
2/F, Northeast Pier
*To comply with the local authority guidelines, Aerotel Beijing will only accept walk-in travellers who have been resided in Beijing for the past 14 days from the date of check-in. Valid document or proof of stay is required. |
24 hours |
| Guangzhou Baiyun International Airport |
Level 4, International Departures (Within Secured Area), T2 |
24 hours |
| Rio de Janeiro RIOgaleão – Tom Jobim International Airport |
Level 3, South Pier, International Departures, T2 |
Temporarily closed |
| London Heathrow Airport |
Arrivals Hall, T3 (outside secured area) |
24 hours |
| Kuala Lumpur International Airport |
Level 2M, gateway@klia2, Terminal klia2 |
Temporarily closed |
| Mactan Cebu International Airport |
Level L1 (Outside Airport Secured Area), T2 |
Temporarily closed |
| Singapore Changi Airport |
Level 3, Departure / Transit Lounge (near Gate D41), T1 |
Temporarily closed |
| Muscat International Airport |
Level 5, Departures (within secured area), Passenger Terminal Building |
Temporarily closed |
| Abu Dhabi International Airport |
- Ground Level (Secured Area), International Departures, T1
- Departures (Secured Transit Area), T3
- Arrivals (Secured Transit Area), T3
|
Temporarily closed |
Airport Dining outlets managed by Plaza Premium Group
Opening hours of selected dining outlets are adjusted accordingly, please refer to the list of locations with the adjusted service hours shown below:
| Restaurant |
Locations |
Service hours adjustment |
Effective Period |
| Airport World Trade Centre Club (The Terrace; MoonBar) |
7/F, Airport World Trade Centre, 1 Sky Plaza Road, Hong Kong International Airport(non-restricted area)
*Lunch box is available for take out |
1130 - 1500 (Mon – Sat; closed on Sun & PH) |
Until 30 Apr 2020 |
| Root98 Grab ‘n’ Go |
Arrivals Hall B, Level 5, Terminal 1, Hong Kong International Airport (non-restricted area) |
Temporarily closed |
Until further notice |
| Root98 |
Shop 1100, Departure Level – Check-in Hall, King Fahd International Airport |
24 hours, take out only |
Until further notice |
| Root98 |
Arrivals, Winnipeg James Armstrong Richardson International Airport |
Temporarily closed |
Until 5 Apr 2020 |
| The Green Market |
Departure Level, Public Concourse, klia2, Kuala Lumpur International Airport |
Temporarily closed |
Until further notice |
| TGM |
Departure Transit Lounge Level 3, Terminal 2, Singapore Changi Airport (next to DFS’ Whiskey House) |
1000 – 2000 (Mon to Fri; closed on Sat & Sun) |
Until further notice |
| Flight Club |
Muscat, Sultanate of Oman – Level 5, Departure (within airport secured area), Muscat International Airport |
24 hours daily, take out only |
Until further notice |
| Flight Club |
Mezzanine Floor (Level 2), Satellite Building, Kuala Lumpur International Airport |
Temporarily closed |
Until further notice |
| Flight Club & Grab ‘n’ Go |
Mezzanine Floor (Level 2), Satellite Building, Kuala Lumpur International Airport |
Temporarily closed |
Until further notice |
| TheBAR |
Level 3, KLIA2 International Departures Satellite (KUL Airport) Malaysia |
Temporarily closed |
Until further notice |
| Terrace Chinese Kitchen |
International Departures, Pier B, Terminal 1, Sydney Airport (near Gate 30) |
Temporarily closed |
Until further notice |
Cancellation and Booking Amendment Policy
- For Aerotel guests, all existing reservations and new bookings made for stay between now and 30 Apr 2020 can be changed or cancelled at no charge up to 24 hours before scheduled check-in time. Please email us through customer.relations@plaza-network.com with your booking confirmation number for our team's handling.
- For Plaza Premium First and Plaza Premium Lounge guests, all existing reservations and new bookings made by individuals or groups for lounge experience between now and 30 Apr 2020 can be changed or cancelled at no charge. Please email us through customer.relations@plaza-network.com with your booking confirmation number for our team's handling.
- For reservations made for hotel use or lounge experience from 1 May 2020 onwards, we shall evaluate and update our policy accordingly and per local authority advisories in accordance to the development of the situation.
