⬤ Case Study
Revitalizing Airport Passenger Services at Bangaluru International Airport
Background:
Bangaluru International Airport (BLR), operated by Bangaluru International Airport Ltd (BIAL), is one of India’s leading international gateways. In the past, PPG managed all the lounges in BLR until 2018. However, a lost tender meant a change in the dynamics of the partnership.
Challenge:
After losing the tender for lounge operations, PPG was keen to understand the reasons behind their failure. The introduction of a new team member to PPG provided an opportunity for introspection and collaboration with BIAL’s leadership.
Approach & Methodology:
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PPG’s introduction to BIAL’s CCO fostered open conversations about the lost tender, offering PPG valuable feedback and learning points.
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BIAL expressed its intent to streamline airport passenger services. PPG was invited to explore potential enhancements.
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PPG conducted extensive research, which included over 20 workshops, both physical and virtual, in 2019 and 2020.
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PPG presented a holistic solution, offering a unique approach to over 30+ services. A proposed technology platform aimed to seamlessly integrate these services from both a front-end booking and back-end service execution perspective.
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BIAL ran an RFP for 26 services. PPG won the tender for 8 of these services, competing against dominant players in the Indian market like AI-SATS and Celebi.
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BIAL laid out a phased start-up plan for PPG to assume responsibility. The existing ALLWAYS Meet & Assist booking engine was adapted and white-labeled as CarebyBLR (CBB).
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PPG’s success in service execution led them to win tenders for three large lounges, a hotel, and a car park.
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Each of the 26 services was redesigned from scratch. PPG adopted a non-traditional approach, focusing on efficiencies and enhancing the passenger experience.
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Collaborations with IT and a newly appointed TCS team helped PPG envision a new system for service management.
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After the successful revamp of BLR services, PPG pitched the same solution to Hong Kong’s airport authority (HKG-AA) and won a tender for 17 APS services. The new system, TECO, was introduced in HKG and subsequently in BLR.
Outcome:
PPG successfully re-established its position as a trusted partner for BIAL. Through innovative solutions, efficient service management, and technology integration, they not only regained their lost ground at BLR but also expanded their reach to international markets like HKG.
Key Learnings:
Open communication with partners is vital for understanding areas of improvement.
Leveraging technology can significantly enhance service delivery and efficiency.
Continuous innovation, coupled with a deep understanding of customer needs, can open doors to new opportunities.
