BIAL partners with Mu Sigma to deploy data-driven decision making at Bengaluru airport

Bangalore International Airport Ltd. BIAL) on Tuesday entered into a strategic partnership with Mu Sigma, a global decision sciences company, to strengthen its customer-first approach by deploying data-driven decision-making across airport operations.

The collaboration aims to position Kempegowda International Airport, Bengaluru, as an “algorithmic airport”, where real-time data and advanced analytics are used to anticipate passenger needs, improve operational efficiency, and enhance overall travel experience, according to a release by BIAL.

BIAL stated that the partnership would help unify data from multiple systems across the airport to enable proactive, rather than reactive, service delivery.

By leveraging Mu Sigma’s Decision Intelligence Platform and analytical models, BIAL plans to deepen the use of predictive analytics across key passenger and operational touchpoints. BIAL officials said that this would allow airport teams to identify patterns, forecast demand and optimise services in real time, leading to improved reliability and more personalised passenger experiences.

Among the initiatives planned under the partnership are measures to reduce congestion and waiting times at retail outlets, food courts and parking facilities through predictive demand analysis. Real-time forecasting and dynamic pricing are also expected to optimise parking and transport services. Passengers using the airport’s Pulse App and official website will receive tailored recommendations, loyalty rewards and timely notifications related to services and offers, while location-based promotions and improved signage inside the terminal are intended to make navigation easier, the release stated.

“This collaboration supports our ongoing journey to continuously enhance the airport experience. The use of advanced decision science capabilities would help personalise interactions, anticipate disruptions and improve efficiency across airport operations,” George Fanthome, Chief Technical Officer of BIAL, said.

Mu Sigma founder and Chief Executive Officer Dhiraj Rajaram said, “The partnership provided an opportunity to reimagine the airport experience by combining technology, analytics, and human insight.” He described Bengaluru Airport as a key gateway representing Bengaluru’s innovation ecosystem and said the initiative could set new benchmarks for airport experiences globally.

BIAL stated that all initiatives introduced under the partnership would be tested for measurable impact, and only those that demonstrate tangible improvements to passenger experience would be scaled up.