Case Study: Enhancing Passenger Experience at Delhi International Airport with LS Retail

Delhi International Airport Limited (DIAL), India’s busiest airport, is managed through a joint venture between GMR Group, Airports Authority of India (AAI), Fraport AG, and Erman Malaysia. Serving over 69 million passengers annually with three runways, DIAL is not only a hub of air travel but also a bustling center for retail and passenger services. To maintain its world-class reputation, the airport needed a more unified and efficient retail management system.

Challenges Faced by DIAL

Despite its large-scale success, DIAL encountered critical operational challenges that impacted passenger experience and retail efficiency:

• Fragmented Retail Systems: Multiple POS and inventory systems caused inefficiencies and data silos.
• Lack of Real-Time Visibility: No way to track sales, inventory, and performance across terminals instantly.
• Manual Promotions and Pricing: Absence of centralised control over discounts, offers, and pricing led to inconsistencies.
• Poor Checkout Experience: Delays at billing counters lowered customer satisfaction.
• Limited Strategic Insights: Disconnected systems made business intelligence and analytics difficult.

These challenges highlighted the urgent need for a robust, integrated retail solution.

The Solution: Microsoft Dynamics LS Retail

To address these issues, Trident Information Systems implemented Microsoft Dynamics LS Retail (LS NAV), customised for the complex demands of airport retail operations.

Key solution highlights included:

• Unified LS Retail Platform: Consolidated POS, inventory, and customer data across all terminals.
• Centralised Control: Enabled real-time pricing, promotions, and campaign management.
• Integrated Financials & Inventory: Automated stock management and streamlined financial processes.
• Real-Time Dashboards: Delivered advanced analytics and insights for faster decision-making.
• Scalable Infrastructure: Designed to support airport growth and increasing passenger traffic.

Benefits Realised

With LS Retail in place, DIAL gained significant operational and strategic advantages:

• Operational Clarity & Control through centralised data access.
• Faster Decision-Making enabled by real-time dashboards and analytics.
• Higher Productivity from streamlined workflows and mobile-enabled systems.
• Vendor Efficiency boosted through automated procurement cycles.
• Audit-Ready Financials minimising compliance risks.
• Future-Ready System capable of scaling with airport expansion.

The CIO of DIAL praised the transformation, noting: “Trident’s LS Retail solution transformed our operations with real-time insights and streamlined workflows. It’s been a major step forward in efficiency and control.”

Conclusion

Delhi International Airport’s journey showcases the transformative power of digital retail management in aviation. By adopting LS Retail with Trident’s expertise, DIAL overcame system fragmentation, improved passenger experience, and established a strong foundation for future expansion.

For airports and large-scale retail hubs, this case study is a clear example of how integrating retail operations with real-time insights not only enhances efficiency but also strengthens customer satisfaction and long-term growth potential.