With air passenger traffic in India expected to reach a record high of 408-417 million passengers by FY2025, the role of airport service aggregators in enhancing the travel experience will be crucial. In an exclusive conversation Liberatha Kallat, Chairperson and Managing Director of Dreamfolks Services LtdIndia’s largest airport services provider, shared insights into the company’s evolution and its future plans to cope with passenger growth.
Kallat shared how Dreamfolks Services started as a provider of lounge services for economy class passengers, as opposed to the earlier concept of access for exclusive segments. The company’s solution enabled banks to offer lounge access to non-business class passengers, creating a differentiator in the market. She highlighted how along with the lounge experience, the airport experience has also changed over the years and now includes meet & assist, airport transfers and spa services.
Talking about the adoption of new technologies, Kallat mentioned that the integration of new technologies has resulted in a better customer experience, including a self-check-in kiosk, web access to check lounge benefits, etc. The company has not only created solution-oriented differentiation opportunities in the market but has also acquired golf services that complement its existing business. Dreamfolk Services is also exploring opportunities in tier two and tier three cities, where privatization of airports and growing awareness about the benefits of credit cards offer huge potential.
Looking ahead, Kallat explained the opportunities presented by airport privatisation, including the growing number of lounges and other services. However, she also acknowledged challenges in correcting benefits, especially in spend-based models, adding how they are ready to tackle these challenges after developing a solution for spend-based models two years ago.
