Service Adjustments

Updated: 17 September 2020, 1000 (GMT +8)

We Care for your Wellbeing

At Plaza Premium Group, safeguarding everyone’s health and wellbeing is of utmost importance to us.

Perhaps there are limited numbers of domestic flights starting to resume in selected countries and regions, our teams are already getting prepared to ensure a hygienic and safe environment fortravellers on essential travels to rest prior to boarding.

To continue the deployment of precautionary measures in accordance to local authority’s advisories for different locations, these are included but not limited to:

  1. Wellbeing ambassadors will assist you when and if needed, such as providing hand sanitisers at different areas from check-in and dining zone to common areas, ensuring your wellbeing is looked after during your visit.
  2. Social distancing is highly encouraged during check-in, when enjoying meals in dining zone and use of facilities.
  3. Frequent cleaning and disinfection processes
    • We will endeavour to minimise inconvenience while our staff members sanitise the public areas frequently.
  4. Heightened safety and hygiene measures are implemented in meal service and food presentation
    • Individually-packed food items will be prepared at self-serve food counters.
    • Set meals will be made-to-order using a smart self-ordering system or by our staff members taking your orders, depending on the locations.
    • Hand sanitisers are provided at drink stations for you to use prior to enjoying a drink.
  5. Our staff members wear masks at all times during on-duty; while information is shared for staff members to practice necessary precautions during off-duty.

Opening Hours Adjustment or Temporary Closure

While a few selected locations have re-opened, there are still many locations closed temporarily due to travel advisories enforced in different markets. Travellers embarking on essential travels, please check the latest updates of our lounges’ and hotels’ opening hours listed as follows.

For assistance or enquiries, please reach us through customer.relations@plaza-network.com.

Rebooking or Cancellations

For travellers booking directly with us to locations that are temporarily closed, our teams are currently handling requests on rebooking and cancellations, 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.

  • For Aerotel guests, all existing reservations and new bookings made for stay between now and 30 September 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 teams' 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 September 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 teams' handling.
  • For reservations made for hotel use or lounge experience from 1 October 2020 onwards, we shall evaluate and update our policy accordingly and per local authority advisories in accordance to the development of the situation.

ALLWAYS Meet & Greet Service

Airport Service Hours
Toronto International Airport, Canada Available; 0900 – 1730 daily
Macau International Airport, China Temporarily unavailable
Indira Gandhi International Airport, New Delhi, India Services for domestic arrivals and departures are available 24 hours daily
Cebu Mactan International Airport, Philippines Temporarily unavailable
John F. Kennedy International Airport, USA Temporarily unavailable
Dallas Fort Worth International Airport, USA Available; 0700 – 2200 daily

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) Flexible opening hours. Find out more here.

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)
  • 0000 – 1000 daily
  • 0800 – 0030 daily
  • Temporarily closed
Macau International Airport
  • Mezzanine Level (access via escalator opposite Gate 9/9A)
  • 0600 – 2200 daily
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
  • 0500 – 2300 daily
  • 0500 – 2300 daily
  • 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
  • Sat & Sun, 1000 – 1430; Mon, Wed & Fri, 2200 – 0130; Closed on Tue & Thu
  • Temporarily closed
  • Temporarily closed
  • 0645 – 1645 daily
Winnipeg James Armstrong Richardson International Airport
  • Departures Level (opposite to Gate 5)
  • Temporarily closed
Helsinki Airport
  • 3/F, Non-Schengen Area, T2, (near Gate 40)
  • 0600 – 2000, Wed – Fri;
    0600 – 1800, Sat - Tue
Leonardo da Vinci-Fiumicino Airport
  • Area E (Upper Level), T3 Extra Schengen Departures
  • 0600 – 2200 daily
London Heathrow Airport
  • Level 4, T2 Departures
    Note: Spa, shower and resting suites are temporarily unavailable
  • Level 1, T2 Arrivals
  • Ground Floor, T3 Arrivals
  • Mezzanine Level, T4 Arrivals
  • Level 2, T4 Departures
  • Level 2, T5 Departures
  • 0600 – 2100 daily
  • Temporarily closed
  • Temporarily closed
  • Temporarily closed
  • Temporarily closed
  • 0600 – 1700 daily
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)
  • Temporarily closed
Sydney Airport
  • T1, International Departures (opposite to gate 25-26)
  • Temporarily closed
Phnom Penh International Airport
  • Mezzanine Floor, International Departure
  • 0800 – 2400, Sun – Fri; Closed on Sat
Siem Reap International Airport
  • International Departure Terminal
  • Temporarily closed
Jakarta Soekarno-Hatta International Airport
  • International Departure, T3, Level 2 (near Gate 5)
  • 1200 – 2400, Mon, Tue, Thurs & Sat;
    1400 – 2400, Wed, Fri & Sun
Kuala Lumpur International Airport
  • Mezzanine Floor, Level 2, Satellite Terminal (near Gates C11 - C17)
  • 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
  • Temporarily closed
  • 0700 – 2300 daily
  • Flexible opening hours. Find out more here.
  • Temporarily closed

  • Temporarily closed
Kota Kinabalu International Airport
  • Level 3, International Departures (near Gate B3)
  • Level 2, Domestic Departures (near Gate A10)
  • Temporarily closed
  • 0900 – 1700 daily
Kuching International Airport
  • Level 2, Domestic Departure (near Gate 6)
  • 1000 – 1800 daily
Penang International Airport
  • Level 2, Domestic Departure (near Gate A1A)
  • Mezzanine Floor, International Departure (near Gate A3)
  • 0800 - 2400, Sun – Fri; Closed on Sat
  • Temporarily closed
Langkawi International Airport
  • Level 1, Departure Hall (outside secured area, directly opposite the Domestic/International Departure Gate
  • 0900 – 1700 daily
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
  • 1200 – 0600 daily
  • Temporarily closed
India & Middle East
Indira Gandhi International Airport, New Delhi
  • Mezzanine Level, Domestic Departures, T1
  • Lounge A, Mezzanine Level, International Departures, T3
  • Arrival Hall, International Arrivals, T3 (Note: Per airport regulations, only domestic flight passengers may enter the lounge)
  • Plaza Premium Lounge Transit Hotel, G/F (next to lift), Departure Building, Domestic Arrivals, T1
  • Lounge B, Level 4, International Departures, T3 (Note: Per airport regulations, only domestic flight passengers may enter the lounge)
  • Mezzanine Level, T3, Domestic Departures
  • Arrival Hall, Domestic Arrivals, T3
  • Temporarily closed
  • Temporarily closed
  • 24 hours
  • Temporarily closed

  • 24 hours
  • 24 hours
  • 24 hours
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
  • 24 hours
Salalah Airport
  • International Departures (after Immigration & Security, near Gate B)
  • Temporarily closed
King Fahd International Airport, Dammam
  • Departure Level (within airport restricted area; opposite Al Dawa Pharmacy and adjacent to Alinma Bank)
  • Temporarily closed
Riyadh King Khalid International Airport
  • International Departures, Mezzanine level, T1
  • Temporarily closed
Abu Dhabi International Airport
  • Al Dhabi Lounge, Level 1, T1, International Departures
  • Al Reem Lounge, Ground Level T1, International Departures
  • 24 hours
  • Temporarily closed
Dubai International Airport
  • Level 4, Concourse A – West Wing (past Duty Free shopping area), T3
  • Temporarily closed

Aerotel

Airport Location Service Hours
Beijing Daxing International Airport 2/F, Northeast Pier
* To comply with the guideline of Beijing Municipal Government, guests are allowed to check in only if they present their WeChat health tracking status with indication shown as "healthy".
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) Temporarily closed
Kuala Lumpur International Airport Level 2M, gateway@klia2, Terminal klia2 24 hours
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 24 hours
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
  • 24 hours
  • Temporarily closed
  • 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
Root98 Grab ‘n’ Go Arrivals Hall B, Level 5, Terminal 1, Hong Kong International Airport (non-restricted area) 0700 – 1900, Mon – Sat (Closed on Sun and Public Holidays) Until further notice
Root98 Shop 1100, Departure Level – Check-in Hall, King Fahd International Airport 24 hours Until further notice
Root98 Arrivals, Winnipeg James Armstrong Richardson International Airport Temporarily closed Until further notice
Flight Club 1/F, Passenger Terminal (Within Airport Secured Area), Sihanoukville International Airport 0700 – 1400 daily Until further notice
Flight Club Muscat, Sultanate of Oman – Level 5, Departure (within airport secured area), Muscat International Airport 24 hours, take out only Until further notice
Flight Club Mezzanine Floor (Level 2), Satellite Building, Kuala Lumpur International Airport 1000 – 0200, Tue - Sun; Closed on Mon Until further notice
Flight Club & Grab ‘n’ Go Mezzanine Floor (Level 2), Satellite Building, Kuala Lumpur International Airport 1000 – 0200, Tue - Sun; Closed on Mon 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