Delhi International Airport Limited (DIAL), operated under GMR Aero, has launched ‘Your Terminal Companion’, a multilingual passenger education video series under its broader #DELCares campaign. The initiative is designed to improve accessibility, simplify airport navigation and strengthen passenger-first service delivery at one of India’s busiest aviation hubs.
The #DELCares campaign is positioned as an overarching framework focused on making travel more intuitive, inclusive and stress-free. It brings together multiple passenger-focused services, including complimentary strollers, buggy services and priority lanes, creating an integrated ecosystem of care. ‘Your Terminal Companion’ extends this approach by offering structured, video-based guidance for passengers across all stages of travel.
The series comprises 24 instructional videos that guide passengers through three key stages of travel: departure, transit and arrival. It also covers eight commonly encountered passenger scenarios across airport processes such as check-in, security, immigration, baggage claim and onward connectivity. The content is designed to provide step-by-step clarity, reducing uncertainty and improving overall travel confidence.
The initiative is positioned as a digital-first passenger assistance tool, functioning as a virtual guide for travellers navigating complex airport processes. It is particularly targeted at first-time flyers and passengers who require additional support, including solo travellers, senior citizens, women travellers and young passengers.
‘Your Terminal Companion’ is available in 20 international languages, including English, Hindi, German, French, Mandarin, Arabic, Italian, Russian, Korean, Japanese, Dutch, Portuguese, Vietnamese and Hebrew, along with five Indian regional dialects. This multilingual approach is intended to ensure accessibility for a diverse domestic and international passenger base, aligning with global standards of inclusive travel communication.
Videh Kumar Jaipuriar, chief executive officer at DIAL, said, “At Delhi Airport, care goes beyond service it defines every experience we design. #DELCares reflects our unwavering commitment to making travel more comfortable and convenient for every passenger. With ‘Your Terminal Companion’, we are reimagining passenger assistance through the lens of inclusivity and empowerment. This initiative ensures that every traveller—irrespective of language, background, or familiarity with air travel—can navigate the airport with confidence and ease. It is a natural extension of our #DELCares commitment to make every journey intuitive, seamless, and reassuring.”
Early engagement data indicates strong organic adoption, with the video series recording over 2 lakh views across platforms in the past three months without paid amplification. According to internal data, the initiative is helping address approximately 82% of customer relationship management queries, as passengers increasingly rely on the content for real-time travel guidance.
Behavioural indicators also suggest a shift in passenger engagement patterns, with increased QR code scans across terminals and higher consumption of process-related content prior to travel. This reflects a growing preference among passengers for self-service digital tools and pre-journey preparation.
The video series is accessible via QR codes placed across airport terminals, as well as through the official Delhi Airport website and its YouTube channel @Delhiairport. This multi-channel accessibility ensures that passengers can access guidance both before and during their journey, reinforcing the airport’s focus on continuous support.
Through this initiative, Delhi Airport is strengthening its position as a service-led infrastructure hub, with an emphasis on accessibility, digital integration and passenger empowerment. The #DELCares framework continues to evolve as a central pillar of its customer experience strategy, with ‘Your Terminal Companion’ marking a key step in standardising and scaling passenger education across languages and touchpoints.
