Bengaluru airport likely to partner with KPMG for AI solutions to enhance passenger experience, operational efficiency

Bengaluru aIrport

Bangalore International Airport Limited (BIAL), which operates Kempegowda International Airport in Bengaluru, is likely to partner with global consulting firm KPMG to implement AI-based solutions aimed at enhancing passenger experience and operational efficiency.

Sources aware of the developments told Moneycontrol that data from various customer touchpoints, including self-service kiosks, website chatbots, and hologram assistants, will be integrated into a single generative AI platform.

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“This consolidated system aims to improve both internal operations and front-end services for passengers. An upgraded AI chatbot is also in the works”, the source said.

BIAL and KPMG were not immediately available to comment.

Sources said BIAL is planning to spend around Rs 30–50 crore on AI-based solutions over the next five years to enhance the passenger experience.  “The primary goal is to enhance our internal processes; customer-facing solutions will follow later.”

Meanwhile, Muscat International Airport (MCT) has recently introduced AI-powered holographic assistants to improve passenger experience. A source said BIAL had planned a similar trial but has now put it on hold.

Sources said that the proposed AI solutions are in line with BIAL’s strategy to become a digitally advanced travel hub. KIA, India’s third-busiest airport, has already introduced several AI-based features, including facial recognition under the Digi Yatra programme and AI-powered service robots that assist travellers within the terminal.

KIA handled 41.88 million passengers and over 5 lakh metric tonnes of cargo in FY25, marking an 11.6 percent rise in passenger traffic from the previous year. Domestic flyers grew 10 percent to 36.05 million, while international passengers surged 25 percent to 5.83 million.

The airport had also partnered with companies like Industry.AI and NVIDIA to deploy a vision-based AI platform in Terminal 2, which analyses live camera feeds to manage passenger queues, track vehicle movement, and enhance security through real-time analytics.

Airports across the country are stepping up their AI game. Delhi’s Indira Gandhi International Airport has introduced a Unified Total Airside Management (UTAM) system to streamline landing and take-off operations, while Hyderabad’s Rajiv Gandhi International Airport has launched the country’s first AI-powered airport digital twin, along with a next-generation Airport Predictive Operations Centre.

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