Case Study: Travel Food Services—Transforming QSR & Lounge Operations with LS Retail

Travel Food Services (TFS), India’s largest travel food and beverage operator, manages a wide network of quick-service restaurants (QSRs), airport lounges, and highway food outlets. With a growing footprint across airports and cities in India, Malaysia, and Hong Kong, TFS faced challenges in consolidating its operations, ensuring compliance, and maintaining efficiency in high-traffic, sensitive zones such as airports.

To streamline its business and enhance customer experience, TFS partnered with Trident to implement LS Retail & Microsoft Dynamics 365 ERP solutions, integrating operations across multiple channels, outlets, and geographies.

Business Setup

• 442 outlets across India & Malaysia (as of March 31, 2025).
• 250 QSR outlets across metros and Tier-1 & Tier-2 markets—making TFS the largest Travel-QSR & Lounge operator in India.
• 384 Airport QSRs (29 in Malaysia, 29 along highways).
• 37 lounges across India, Malaysia, and Hong Kong.
• Presence in 14 Indian airports, covering 74% of the total air traffic footprint (including 13 of the top 15 airports by passenger traffic).
• FY25 Revenue: ₹1,687.74 crore (QSR 51.7%, Lounges 44.9%).
• Market Share: 26% in airport QSR, ~45% in airport lounges.

Key Business Challenges Before Implementation

• Before adopting LS Retail, TFS faced several hurdles in managing its complex operations:
• Multiple POS platforms: Disjointed reporting across brands, lounges, and highways.
• Lack of real-time visibility: No consolidated view of sales, inventory, or customer behavior across outlets.
• Airport compliance complexities: complex concession structures and GST reconciliation delays.
• Fragmented channels: Offline, lounge, kiosk, and aggregator orders lacked centralised management.
• Labor-intensive reconciliations: Manual handling of multi-mode payment reconciliations in high-traffic, security-sensitive airport zones.

Solutions & Benefits

Trident implemented LS Retail & ERP integration for TFS, delivering unified and efficient operations.

• Unified POS-ERP System: Standardised system across all QSR outlets and lounges.
• Integrated Ordering Channels: Aggregator, kiosk, and call center channels integrated seamlessly.
• End-to-End ERP Integration: Streamlined financial consolidation with compliance-ready processes.
• Multi-EDC & Payment Gateway Integration: Automated reconciliation and reporting across cards, UPI, wallets, and cash.
• Real-Time Dashboards: Centralised visibility across locations and channels.
• Operational Efficiency: Billing and reconciliation time reduced by 60%.
• Compliance & Accuracy: Financial consolidation aligned with complex airport concession models.
• Unified Loyalty Management: Customer insights and rewards unified across brands, improving retention.

Conclusion

By implementing LS Retail and ERP solutions with Trident, Travel Food Services transformed its operations across QSRs and lounges. From automating financial reconciliations to integrating multiple sales channels, TFS achieved higher accuracy, faster reporting, and enhanced customer retention. With a unified and scalable IT backbone, TFS is now positioned to expand further while maintaining operational excellence in one of the most compliance-intensive industries.