When it comes to luxury travel, seamless experiences make all the difference. ALLWAYS Meet & Assist at Dallas Fort Worth and Toronto Pearson has set the gold standard, earning the title of Best Luxury Airport Concierge in Dallas, USA  and Toronto, Canada by the Luxury Lifestyle Awards. To delve deeper into what makes this service exceptional, World Luxury Chamber of Commerce President, Alexander Chetchikov, sits down with Pascal Belanger, Senior Vice President of Plaza Premium Group, North America.

Alexander Chetchikov: Congratulations on winning Best Luxury Airport Concierge in Dallas and Toronto! What does this award mean to ALLWAYS Meet & Assist at Dallas Fort Worth and Toronto Pearson, and how does it reflect your commitment to excellence? 

Pascal Belanger: We are truly honored to receive these two prestigious awards, marking a significant milestone for us in this region. This recognition reinforces our commitment to delivering seamless, premium airport experiences. ALLWAYS Concierge, a key brand under Plaza Premium Group, is dedicated to transforming airport journeys into effortless, stress-free experiences as part of our mission to ‘Make Travel Better.’ Winning at both Dallas Fort Worth International Airport (DFW) and Toronto Pearson International Airport (YYZ) is a testament to the dedication of our concierge team, who consistently go above and beyond to elevate the airport experience. These awards are not just about the service we provide – they celebrate the incredible people behind it, and I couldn’t be prouder of our team. 

AC: Luxury is often about exclusivity and personalization. What unique, high-end services do you offer to your VIP clientele that set you apart from standard airport assistance? 

PB: Luxury, to us, transcends exclusivity – it’s about precision, foresight and an unwavering commitment to a frictionless experience. What sets ALLWAYS Meet & Assist apart is our ability to provide highly personalized concierge services tailored to each traveler’s unique requirements, ensuring their journey is as seamless as it is sophisticated.  

Our premium services include: 

• Expedited fast-track clearance for swift security processing.  

• Personalized escorts through check-in, immigration, and security, tailored to each guest’s pace. 

• Dedicated porters for baggage assistance 

• Lounge access facilitation – Prioritizing our own Plaza Premium Lounges where available or securing the finest alternatives.  

• Discreet, tailored support for high-profile clients, from executives to families, prioritizing privacy and ease. 

• Exclusive VIP touches such as private jet bridge access, and meeting guests at the aircraft door for that maximum privacy – this service varies from airport to airport.  

Whether it’s celebrities, CEOs, diplomats, or discerning leisure traveler, our focus remains the same – delivering an elevated, bespoke airport experience that sets a new standard in luxury travel assistance.  

AC: Your clients include high-profile individuals, business executives, and luxury travelers. How does your team ensure that each guest receives a seamless, stress-free experience from arrival to departure? 

PB: With ALLWAYS Meet & Assist, a seamless, stress-free experience begins with meticulous preparation and a deep understanding of our guests’ needs. We gather preferences during booking and confirm every detail pre-travel, ensuring a tailored journey from the outset. 

On the day of travel, each movement – whether an individual traveler or a group (up to four) – is met by a dedicated ALLWAYS agent who manages every aspect of their journey, from a warm curbside greeting to their gate or onward transport. We pre-arrange fast-track access, secure private lounge spaces and deploy extra staff for extensive luggage if necessary. During the Toronto International Film Festival (TIFF), for instance, we managed all celebrity and VIP movement at Toronto Pearson. At DFW, we have welcomed legendary sports icons, boarding the plane to greet them at their seats. Accompanied by a CBP officer for security, we expedited their clearance in under 10 minutes, ensuring a swift, dignified arrival. 

Our team’s training in proactive problem-solving ensures we don’t just eliminate stress; we replace it with comfort and absolute peace of mind, making every VIP journey effortless and exceptional.

AC: With Dallas Fort Worth International Airport and Toronto Pearson International Airports as major global hub, how does your concierge service streamline the journey for international travelers navigating customs, security, and transfers? 

PB: DFW and Toronto Pearson, ranked among the world’s busiest airports, handled 87.8 million and 45 million passengers respectively in 2024. In such a dynamic environment, our deep partnerships with both airports enable us to deliver exceptional support in these high-traffic hubs. 

Navigating through such hubs – whether international or domestic – can be overwhelming, especially for first-time visitors, families, or those with tight connections. We aim to simplify that journey. We start by confirming preferences pre-travel and greeting guests directly at the curbside or gates upon arrival. Our agents would then assist with checking-in, going through customs and security and managing luggage, if necessary, or ensuring smooth gate-to-gate transfers if the guest has a connecting flight.  

I recall our team once assisting a high-profile actor at DFW Airport, whose delayed inbound flight risked missing his connection. We coordinated with the airlines and air traffic control to have his flight redirected to the international terminal, enabling a swift transfer – he later shared it was a first-of-its-kind experience and has since become a loyal client. This is just an example of the extraordinary lengths we go to for our guests.  

AC: The world of luxury is constantly evolving. How do you stay ahead of emerging trends in elite travel experiences to maintain your position as an industry leader? 

PB: Luxury travelers expect efficiency, exclusivity, and personalization – standards that evolve rapidly. We stay ahead by constantly refining and enhancing our services to ensure we remain at the forefront of elite travel experiences. 

We forge strategic partnerships to extend our offerings, such as limousine and parking services, and expand beyond the airport. In the City Terminal in downtown Osaka for example, we provide concierge services at the Plaza Premium Lounge. We offer city-to-airport transport and baggage delivery, a simple example of providing a seamless travel experience.

Looking ahead, we’re planning to introduce our ‘Beyond First’ product along with the elevated Plaza Premium First lounge here in DFW, which will set a new benchmark. These ultra-personalized services will integrate with the luxury ecosystems. This isn’t just adaptation; it’s leadership, crafting the next era of luxury travel. More details will be shared in due course, but this is a major step forward in enhancing the luxury travel experience. 

AC: Airport concierge services have become an integral part of modern travel. How have client expectations changed over the years, and how has ALLWAYS Meet & Assist at both DFW and Toronto Pearson adapted to meet these evolving needs? 

PB: Today’s travelers expect more than just basic assistance – they seek effortless, timesaving, and personalized experiences. Over the years, we’ve observed several key shifts in client expectations: high-profile clients increasingly prioritize privacy and discretion, business travelers demand seamless efficiency to stay productive and luxury leisure travelers seek comfort from the moment they arrive.  

To meet these evolving needs, ALLWAYS at DFW and Toronto Pearson Airport has elevated its offerings. We work closely with the airports to provide fast-track services to bypass delays, discreet VIP meet-and-greets for privacy and tailored itinerary management to ensure every detail aligns with the guest’s needs. These enhancements – whether expediting a CEO through DFW’s customs or ensuring a celebrity’s discreet arrival at Pearson – reflect our commitment to delivering exceptional, bespoke experiences that redefine luxury airport assistance.

AC: Technology is reshaping travel. What innovations or digital solutions has ALLWAYS Meet & Assist at Dallas Fort Worth and Pearson Airport implemented to enhance the guest experience and improve efficiency? 

PB: Technology is a game-changer in luxury travel; balancing efficiency with high-touch service is what travelers expect. At ALLWAYS DFW And Toronto Pearson, we’ve integrated cutting-edge solutions to elevate both the guest experience and operational precision.   

Our AI-driven booking and scheduling systems streamline reservations, ensuring seamless service delivery. Real-time flight monitoring allows us to proactively adjust our services based on delays or schedule changes. Digital communication tools enable instant coordination between guests and concierge, enhancing responsiveness and convenience. We also leverage our loyalty platform, Smart Traveller, to improve guest engagement.  

A cornerstone of our efficiency is OneTeco, PPG’s cloud-based digital ecosystem, deployed at over 80 airports globally. OneTeco, serves as a comprehensive solution to streamline operations, manage bookings, and provide valuable data analytics. This not only improves service delivery but also enhances the overall passenger experience.

AC: For travelers who have never used an airport concierge service before, what would you say to convince them that ALLWAYS Meet & Assist at Dallas Fort Worth is a game-changer for their journey? 

PB: Picture an airport journey free from the usual stress and hassle – no long lines, no confusion – just a smooth, effortless journey from arrival to gate, gate to gate or to a dedicated vehicle upon arrival. That’s the ALLWAYS Meet & Assist promise.  

Whether you’re a busy executive, a family needing support, a VIP seeking privacy, or a traveler simply wanting a premium travel experience, our concierge team manages every detail with precision, allowing you to focus on what truly matters – your trip. 

Start your trip feeling refreshed, not frazzled – it’s a transformation that redefines travel. Once you experience ALLWAYS, you’ll never look back.

AC: Luxury travel is defined by seamless service, exclusivity, and attention to detail—qualities that ALLWAYS Meet & Assist at Dallas Fort Worth and Toronto Pearson exemplifies. Thank you, Pascal Belanger, for sharing insights into your award-winning service.

For those looking to elevate their airport experience, explore the VIP services at https://www.allwaysvip.com/.