In this episode of Iconic Brand Stories with Tina Mansukhani Garg, we speak with Shalini Rao from Bangalore International Airport (BIAL) to uncover how a modern airport designs service, brand experience, and operations for over 120,000 visitors a day. From passenger flow and retail strategy to sustainability and crisis management, Shalini walks us through the smart systems and human decisions that turn a transit hub into a beloved city asset.

Tina and Shalini discuss:

•⁠ ⁠How the airport measures and designs for passenger experience.

•⁠ ⁠Operational practices that keep large crowds moving smoothly.

•⁠ ⁠The role of retail, F&B, and brand partnerships in building revenue and happiness.

•⁠ ⁠Sustainability and future-facing tech at airports.

•⁠ ⁠Lessons for founders and brand leaders on designing for scale.

Watch to learn: direct operational insights, brand & customer experience tactics you can apply to retail, hospitality, and large-scale service businesses - plus surprising stories from behind the scenes at one of India’s busiest airports.