22 May 2025
#4 May 2025: India Aviation Newsletter
Air India Launches 'Family Assistance' Counters at Delhi Airport for Enhanced Passenger Support
Air India has introduced dedicated ‘Family Assistance’ counters at Delhi Airport to improve travel convenience for families, elderly passengers, and those requiring special support. These one-stop counters offer help with baggage, seating arrangements, and wheelchair services, with an added personalised meet-and-assist option for families travelling together.
The service is designed to accommodate last-minute needs, including seating adjustments or reduced mobility support, even if not pre-arranged during booking. By placing a greater emphasis on care, accessibility, and family-friendly service, this initiative reflects Air India’s focus on passenger-centric transformation under its Vihaan.AI roadmap.
BIAL Partners with KPMG to Integrate Generative AI into Airport Operations
Bangalore International Airport Limited (BIAL) has announced a strategic partnership with KPMG in India to implement a Generative AI (GenAI) platform tailored for Kempegowda International Airport, Bengaluru (BLR Airport). The partnership aims to leverage GenAI to enhance operational efficiency, predictive analytics, real-time decision-making, and the passenger experience at scale.
George Fanthome, Chief Digital and Information Officer at BIAL, said:
“GenAI’s capabilities, like real-time decision-making, predictive analytics, and adaptive intelligence, enhance our operations, leading to greater efficiency and sustainability.”
This collaboration places BIAL at the forefront of digital innovation in aviation, reinforcing its position as a ‘Future Ready’ airport, and sets a benchmark for AI-led transformation across India’s aviation infrastructure.
IndiGo Adds Bhubaneswar and Visakhapatnam–Abu Dhabi Flights to Expand Gulf Connectivity
IndiGo has announced two new direct international services connecting Bhubaneswar (from 12 June) and Visakhapatnam (from 13 June) to Abu Dhabi, operating 3x and 4x weekly, respectively. The launch supports increased demand for direct international travel, particularly for business, education, labour, and tourism.
Vinay Malhotra, Head of Global Sales at IndiGo, shared:
“With the additions of these flights, IndiGo now operates over 100 weekly flights to Abu Dhabi from 15 cities in India. This also increases our frequencies to the UAE to 275 flights a week from 18 cities in India.”
The move solidifies IndiGo’s position as the largest Indian carrier to the UAE, while enhancing Tier 2 international connectivity and contributing to the economic and cultural ties between India’s eastern coastal cities and the Gulf.
Acumen’s Take
On Air India’s Family Assistance Counters
This is a tactically simple yet emotionally resonant upgrade that reflects Air India’s efforts to humanise air travel. With India being a country where multi-generational family travel is common, the rollout of specialised counters improves passenger flow while also differentiating Air India through care-oriented service. As the airline continues rebuilding brand loyalty, services like these offer intangible value that drives long-term goodwill.
On BIAL’s Generative AI Deployment with KPMG
This partnership cements BLR Airport’s reputation as India’s digital aviation pioneer. The integration of GenAI across key operational systems could radically improve airport-wide performance, from baggage handling and gate assignment to crowd flow and maintenance. The project also sets a precedent for how Indian airports can leverage cutting-edge technology responsibly, with data privacy and ethical AI use embedded in its design.
On IndiGo’s Abu Dhabi Route Expansion
IndiGo’s new routes from Bhubaneswar and Visakhapatnam represent the next phase of international expansion beyond metros, tapping into latent international travel demand from Tier 2 cities. With Abu Dhabi evolving into a hub for both higher education and skilled migration, this connectivity will serve not only VFR (Visiting Friends and Relatives) traffic but also growing professional and student flows between the Indian east coast and the UAE.
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