Category Archives: Opinion

Reality of Contrasts

At a recent conference on business travel, discussions revolved around the future of the sector, and how voice technology would soon emerge as the new and advanced medium of bookings. In a stark reality of contrasts, a trade association hosted a session for its members to introduce them on using ChatGPT to generate content for destination marketing.

This is a clear example of how complex and diverse this industry is, where a certain section of players is already contemplating moving towards matured technology use, while a large portion of the value chain is still gradually warming up to the adoption of new-age concepts to drive business.

However, what is constant among both is the need to learn, evolve and stay relevant. Gone are the days when the debate was about offline vs. online agents. The real challenge is adapting to newer technologies at a faster pace for better value and data-driven growth. The focus is now on leveraging technology to streamline processes, enhance customer experiences, and stay ahead in an industry where innovation is becoming synonymous with success. The influx and popularity of travel tech start-ups and white label solutions highlight the industry’s collective realisation that staying at the forefront of technological advancements is no longer a choice, but a necessity for sustained growth and competitiveness.

It is a right move in the right direction to realise that change is the only constant.

A Lonely Child No More

By Rajeev Kohli, CIS, CITP, DMCP, Joint Managing Director, Creative Travel

I started this piece two weeks ago and am now finishing it after the news of a most horrific predatory attack on a female visitor to our country. My mind is now in a state of disgust, shock, and despair, wondering how uglier India can become. And so this affects our industry as well.

I am not a pessimist, nor am I a fatalist. Quite the contrary. I believe that we each control our fate and write our futures with our actions and thoughts, individually and collectively. I consistently hear the same chatter around the industry water cooler: Inbound is down. We have no government marketing and promotions. Hotel rates are up. Room availability is an issue. The conversations are loud and depressing.

The fact is clear: Inbound tourism is the lonely child.

The system has all but abandoned this segment. Hotel partners have somewhat turned their backs on us. The government has disowned the industry. Customer demand in overseas markets is at an all-time low. These are not observations but facts.

Should we then surrender, hold our heads in despair and wait for the Grim Reaper to take his bounty? Or shall we rather be bold, band together and fight back to regain our space in the tourism eco-system? I would much rather do the latter.

One thing is clear: actions by our national associations and tourism bodies have failed to move the government to take any action towards inbound tourism. I don’t expect that to change. We have been unable to get any respect for our contribution to the national GDP and foreign exchange reserves. Mark my words: 20 years from now, economists will mention the current shortsightedness in ignoring a healthy diversification of foreign reserves sources.

Here is what stakeholders in inbound tourism need to do.

First, talk to each other, to our clients, and to our local partners. We need to have open and deep discussions not only on our current state of affairs but also on what got us here. How did our industry lose the plot so badly? What missteps did we make? What role do our associations have in the situation, and how could we have been better members? Introspection is healthy. We must learn from the past and change our course for the future.

Let’s get into a room for a full day and talk it out. We leave our egos outside the door. Let our frustrations come out. These discussions will organically lead to answers. Healthy debate leads to great solutions. Right now, we are all running around like headless chickens trying to survive. Growth will never happen if we do not pause to understand.

Second, we need to accept two things.

One, domestic tourism is currently filling the needs of our hotel partners. There is nothing wrong with that. I, for one, am very grateful that domestic travellers allowed our hotels to survive during the pandemic and that our tourism infrastructure emerged unscathed. This is very different from what happened in the West when hospitality assets shut down en mass. This market will organically see a shift in spending patterns and habits, and the balance will return. When I don’t know, but the laws of economics state it will. Sacrosanct.

Second, the Government of India just doesn’t care. They saw the low-hanging fruit of domestic travellers where they had to do very little work, letting the states do the heavy lifting. There is no accountability, no one to question what is and is not being done. Therefore, there is no reason for us even to think things will change in the short to medium term.

The private sector needs to finally put their hands in their pockets and create a private sector marketing fund. Even if each one of us gives 0.5% of our top line, that adds up to something better than nothing. As small as that may be compared to the government spending, it will be enough to make credible actions online. We need to get our national inbound association to release the money it is hoarding to help bring back the industry. There is no defensible reason for them to sit on crores when their core segment needs help.

We must create a private sector crisis management team to help combat the negative press. The recent attack on the Spanish visitor has brought back the tremors of the Nirbhaya case of 2012. Yet we learned nothing. It’s De Ja Vu in its entirety. We have no crisis management policy, no voice or statement to counter or address the news. As the private sector, we have no official stance to say anything. Today, India is ashamed. Our claim to Incredible India stands in ruins today. The lack of reaction is all on us. No action is equally complacent to the horror. Rule # 1 of crisis management is to be present, forward-facing, and honest. Unfortunately, we have none of those characteristics in those who govern or lead. So, let’s now learn and do it on our own.

I can go on and on. But for now, these are just a few things we can do independently. Without asking for anyone’s permission or help. What’s stopping us?

Stay positive. We have been at the low before, but we always come out on top. It’s our perseverance as an industry. I am proud of all of you for that. I shall be a lonely child no longer! I can no longer sit quietly. So, watch out for an email from me.

Happy to get feedback and thoughts on this issue. rajeevkohli@creative.travel

A FORTNIGHT ON THE LONG WHITE CLOUD

Why shouldn’t New Zealand be on the top list for the Indian outbound?

The best way to experience any destination is to get out of the overtly too-well-planned itinerary mould which supposedly gift wraps a destination. In the case of New Zealand, it is such a charming place that very few staid coach tours under a timekeepers watch can ever hope to deliver perfectly.

Just last month, a two week self-drive trip through New Zealand drove the idea with still more conviction that the country needs to be lived in and not traipsed through to get what it’s all about.

Reports suggest, not unexpectedly, that arrivals from India to NZ increased 124% over the pre-Covid figures. Indian visitors are next big spenders, close behind the UK and Germans.

What familiarisation trips by most NTOs can’t really deliver is the soul of a destination. I’ve never regretted my decision to explore destinations on my own. A self- travel agenda opens up personal experiences, and that quintessential local flavour that lends credence to the usual glossy brochures and slick promo films.

The abundance of spectacular drives, well-marked roads and the sheer absence of crowds, which most Indians are so accustomed to at home, provides a wonderful time. Or reprieve, if you please.

In fact at almost every adventure site I met a surprising number of young Indian travellers. Many of them were students or young professionals from Australia, but a sizeable number was from mainland India.

Compared to an earlier generation, this new set is more ready to experiment to with new cuisines and dabble in high adrenaline stuff.

Queenstown and Rotorua seems to dominate the adventure experiences. In fact, the Maori history and culture is inevitably played up everywhere but more so in Rotorua since that’s the place where the Maoris set up their lives till European interventions created an entirely new world.

When the Maoris first discovered the North Island of that land they famously exclaimed it was just like a long white cloud! Travellers and settlers have never stopped seeking it out ever since.

Conversations with desi travellers I met on adventure trails reveal that a certain word-of-mouth chatter has ignited this young and upwardly mobile fraternity and that is set to make a change for tourism prospects.

The kind of holiday that this demography of Indian travellers is looking for includes adventure activities with them wanting to enjoy natural landscapes through scenic flights, drives and walks.

Meanwhile small interventions or tweaks might make self-drive tours still more convenient. For an eminently motor-able country, returning cars at different locations in New Zealand can be a bit prohibitive. We had to alter our itinerary considerably due to this.

Our original South island itinerary included a visit to Abel Tasman Park and the Marlborough wine area, concluding in taking the scenic ferry from Picton to Wellington. Instead we ended up driving back Queenstown to avoid a needlessly additional obscene expense of returning the car at Picton, Wellington or even Christchurch.

Also, everything shuts down at 8pm or so – no restaurants anywhere for those who tuck in late night. An exception could be Auckland, including central districts of major cities like Wellington.

Additionally, however providential, iffy weather can be any travellers nemesis. Spending just a day and half in Franz Josef where we drove for the glacier heli-ride left us disappointed as rain cancelled the helicopter ride and the glacier walk as well. The next best thing of buying tickets to a soporific half-hour film on the majestic glacier really wasn’t compensation enough. Maybe tourism NZ should use AI and create the virtual reality experience like ‘Horizons of Khufu’ – the amazing virtual reality show at London that walks one through the pyramids! I’m sure that will be a major add-on to the glacier adventures. Thankfully, the next day morning the weather cleared and we took the exciting helicopter ride over Mt. Cook where Edmund Hillary trained before conquering the Everest.

For many new age travellers, mention of NZ still carries an impression of a very British Colonial or European culture as well as the scenery. Indeed there are many similarities. For instance, we found the typical English staple cuisine of pies and fish & chips all over NZ. The beautiful mountains of South Island also competed in our minds with the combined scenery of the European Alps and the Scottish highlands.

Perhaps NZ has a job at hand to break away from that mould and highlight it’s absolute uniqueness. It has so many distinct aspects for tourists in terms of its unique flora & fauna, Maori culture and a tradition of adventure activities. They should aggressively market these aspects.

The country is eminently safe and easy to travel, even for those first-time visitors who don’t have a lot of travel experience.

If anyone loved the cinematic Lord of the Rings, who won’t love its Middle Kingdom where it was filmed to such effect?

 

Travel through Karma, Jnana, and Bhakti Marg

By Dr. Nimit Chowdhary, Professor, Tourism Faculty of Management Studies, Jamia Millia Islamia.

As I have always maintained, any travel is, to some extent, transformative. Travel is an opportunity to reflect. As discussed in a previous article, whether it is the Dvaita or Advaita perspective, the pursuit of truth and the search for a deeper understanding of human existence are central themes in Indian philosophy. These pursuits are often approached through different paths, known as “margas” (means). The three primary paths– Jnana Marg (path of knowledge/wisdom), Karma Marg (path of action), and Bhakti Marg (path of devotion) – are integral to the Indian philosophical and spiritual framework. These paths provide different approaches to self-realisation and a deeper connection with the divine or the ultimate truth.

The Karma Marg is a philosophy rooted in the Bhagavad Gita, emphasising selfless action and the idea of performing one’s duties without attachment to the outcomes. This philosophy backs travelling with the intention of experiencing and contributing positively to the places and communities visited. Individuals cultivate a sense of selflessness and empathy. This approach to travel encourages a deeper connection with the destinations and the people encountered, leading to personal growth and a broader perspective.

Jnana Marg is the path of knowledge and wisdom. It encourages seekers to explore the nature of reality through contemplation and self-inquiry. Jnana Marg’s approach suggests that the act of journeying and encountering new environments can serve as a catalyst for self-reflection and the exploration of more profound truths. Travellers engage in introspection while experiencing unfamiliar cultures, landscapes, and ways of life, leading to insights about the nature of existence and one’s own place in the world.

We mentioned Bhakti Marg in the previous issue, also. It is the path of devotion and love for the divine. Bhakti Marg encourages travellers to approach their journeys with a heart full of love and reverence, fostering a profound spiritual experience manifested in a responsible travel. On a more superficial level, it can be a spiritual pilgrimage, where individuals embark on journeys to sacred places, temples, and shrines. In a deep sense, through these travels, individuals deepen their sense of devotion and connection to the creation of the divine while also experiencing a sense of unity with fellow travellers in this journey called life.

Let us also be clear that these three paths are not mutually exclusive. In fact, individuals often employ a combination of these paths based on their personal inclinations, life circumstances, and the specific context of their journeys. A traveller’s journey to a beach destination can involve a combination of the three paths. She might be curious about the local ecosystem, marine life, and environmental sustainability. She could join guided tours or workshops focusing on marine biology, ocean conservation, and the impact of tourism on coastal ecosystems. By seeking knowledge about the local environment and the importance of preserving it, the traveller moves through the Jnana Marg.

Subsequently, she could participate in beach clean-up activities organised by local organisations or resorts to contribute positively to the local community and environment. By participating in these efforts, she embodies Karma Marg, performing selfless actions to maintain the cleanliness and beauty of the beach for themselves and others. The traveller might develop a deep appreciation for the beauty and tranquillity of the beach setting. This could lead to more mindful conduct, creating a sense of connection and reverence for the natural surroundings. This practice cultivates a state of devotion and gratitude on the way to Bhakti Marg.

Individuals often have a natural inclination towards one path over others. Still, their experiences and journey context can lead to the integration of multiple paths. Travel provides a unique opportunity to engage with these paths dynamically, depending on the destinations visited, the interactions with local communities, and personal reflections along the way. Combining these paths enriches the travel experience, offering a holistic approach to the pursuit of truth and deeper understanding.

These are just a few examples of how different schools of Indian philosophy offer unique perspectives on travel and its potential for personal transformation. Each philosophy provides a distinct lens through which individuals can approach their journeys, fostering a deeper connection with the world and a greater understanding of their own inner selves.

About the author: Dr Nimit Chowdhary is a Professor at the Department of Tourism and Hospitality Management at Jamia Millia Islamia. He has more than 29 years of academic experience, of which he has been a full professor for 16 years in India, China, and Mexico. In addition, he was a visiting faculty at Gotland University (Sweden), the University of Girona (Spain), IIM Sirmaur, IIQM, and EDII. He is a recipient of many academic awards and recognitions. He has authored 20 books and more than 200 academic papers and chapters. He has travelled extensively to around 40 countries and almost all states within the country.

Navigating Compliance Turbulence: Lessons from Aviation’s Regulatory Frontiers

Rishi Agrawal, CEO and Co-Founder, TeamLease RegTech

In the ever-evolving landscape of civil aviation, recent fines imposed by the Directorate General of Civil Aviation (DGCA) have underscored a pivotal challenge for the industry: maintaining compliance amidst a sea of complex regulations and standards. The aviation sector, known for its stringent regulatory environment, demands that organisations not only keep abreast of the latest directives but also integrate robust systems to ensure unwavering compliance. The recent actions taken by the DGCA against non-compliance scenarios have brought to light the urgent need for a systemic overhaul in how aviation giants manage and adhere to regulatory requirements.

The Foundation of Compliance: Awareness and Integration
At the core of any successful compliance strategy is a deep understanding of regulatory obligations. Civil organisations are tasked with navigating a labyrinth of directives issued by a multitude of regulatory bodies, including the Ministry of Civil Aviation, the DGCA, and the Bureau of Civil Aviation Security (BCAS), among others. The first step in ensuring compliance is to cultivate a culture of regulatory awareness across the organisation.
However, awareness alone is not sufficient. Companies must embed good regulatory practices into their operational DNA through the digitisation of internal processes. By leveraging technology, organisations can enhance transparency, reduce human error, and preempt potential compliance breaches. Digital systems equipped with risk flagging capabilities are instrumental in identifying and addressing non-compliance issues promptly, thereby safeguarding the organisation against potential fines and reputational damage.

Proactive Monitoring and Enforcement of Security Protocols
Security within the aviation sector is non-negotiable. Regulators like the DGCA, AAI, and BCAS employ a rigorous framework to monitor and enforce security protocols across airlines and airport facilities. This framework encompasses a range of legislation and rules designed to ensure the safety and security of passengers and crew alike. Compliance in this domain is not static; it requires continuous vigilance, periodic audits, and routine checks to verify the airworthiness of aircraft and the serviceability of airports.

Ensuring Qualified Pilot Rostering Through Rigorous Training and Qualification Standards
Pilot rostering, particularly under challenging weather conditions, demands stringent adherence to established training and qualification standards. The aviation industry has set clear guidelines for pilot eligibility, training, and certification, particularly for operations in adverse weather conditions. Ensuring that only qualified and compliant pilots are assigned to flights is paramount for passenger safety and operational integrity.

Streamlining Compliance Through Technology
The dynamic nature of regulatory requirements in the aviation sector necessitates a strategic approach to compliance management. Transitioning from paper-based, ad-hoc compliance processes to a technology-driven framework is critical. Modern compliance management solutions provide a comprehensive toolkit for tracking, managing, and reporting compliance across various domains, significantly reducing administrative burdens and enhancing overall compliance efficacy.

Fostering a Culture of Compliance Through Industry-Wide Initiatives
The journey towards compliance excellence is a collective endeavor. Industry-wide initiatives and best practices play a crucial role in mitigating compliance challenges, particularly in passenger services. By embracing digital transformation, airlines can not only streamline their compliance processes but also foster a culture of shared responsibility towards regulatory adherence.

Leveraging Technology for Effective Compliance Management
The integration of technology in compliance tracking represents a paradigm shift in how aviation companies approach regulatory obligations. Advanced compliance management platforms automate the monitoring of compliance statuses, regulatory updates, and document management, thereby ensuring that companies remain on the right side of the law.

Addressing Non-Compliance: A Proactive and Transparent Approach
Handling and reporting security incidents, especially those involving deviations from standard operating procedures, require a proactive and transparent approach. Establishing clear compliance obligations, conducting periodic training, and implementing a robust framework for incident reporting are essential components of an effective compliance strategy.

The Role of TeamLease RegTech in Navigating Compliance Challenges
In addressing the compliance challenges faced by aviation companies, TeamLease RegTech emerges as a pivotal ally. With its comprehensive suite of products, TeamLease RegTech assists organisations in managing the lifecycle of compliance obligations, from tracking regulatory updates to automating compliance processes. This partnership not only enhances compliance efficiency but also empowers companies to navigate the regulatory turbulence with confidence.

In conclusion, the recent fines imposed by the DGCA serve as a wake-up call for the aviation industry to reevaluate and strengthen their compliance frameworks. By fostering regulatory awareness, leveraging technology, and embracing a culture of compliance, aviation giants can not only navigate the complexities of regulatory obligations but also set new standards for operational excellence in civil aviation.

Bright Side of Dark Social: Marketing Tourism

By Dr. Nimit Chowdhary, Professor, Tourism Faculty of Management Studies, Jamia Millia Islamia.

In the expansive canvas of tourism, a significant portion of the conversation occurs in the hidden realm known as dark social. This covert exchange, characterized by sharing content through private channels, is pivotal in reshaping tourism destination marketing. This essay explores the concealed facets of dark social and its radiant impact on the charm and allure of Indian tourist hotspots.

Authentic travel tales

Dark Social, as a resource for Indian tourism marketers, holds transformative potential- it helps friends share real travel stories. Picture this: Your friend sends you a message excitedly describing the chaos of Varanasi or the calm of Kerala’s backwaters. This sharing not only grabs your attention but also builds trust. Dark social is like a secret passageway, where genuine recommendations create a ripple effect as friends swap their unique travel tales.

Take Rahul, a travel enthusiast who found a unique homestay in Himachal Pradesh. Instead of shouting about it on social media, he shared the details only with friends planning mountain getaways. The result? The homestay got more bookings as Rahul’s friends trusted his recommendation.

In this hidden space, dark social turns into a virtual gathering spot where travellers swap insider tips, off-the-beaten-path adventures, and personal stories about Indian destinations. For tourism folks in India, understanding and using these personal stories can unlock the real charm of a place. It’s not just marketing; it’s friends telling friends about the best places to explore.

Exclusive deals in shadow

Dark Social isn’t just for sharing travel tips; it’s also a secret place for exclusive deals. Imagine getting a private message from a friend with a special discount code for a fancy spa in the Himalayas or a package deal to explore Delhi’s historic wonders. This feeling of being in a special group not only makes the offer more exciting but also creates a bond among those who know about it.

Let’s look at Shalini, a passionate traveller. She found a private group on a messaging app where people shared exclusive deals for spiritual journeys to Varanasi and Rishikesh. Shalini got special rates for tours and places to stay near sacred sites through this secret channel. Feeling like part of a special group with insider info made her spiritual adventures even more meaningful.

Craftung adventures: planning and shared ownership

When friends plan trips to cool places like the Taj Mahal or Jaipur’s palaces, they often use private messages to talk about what to do. They share ideas, make plans, and recommend fun things to do. It’s like a team effort, making the trip even more exciting.

Imagine a group of friends going on a road trip to the Golden Triangle. They make a shared document instead of telling everyone their plans on a public website. They use private messages to talk about the details and make the trip awesome together. It’s not just planning; it’s like everyone owns a piece of the adventure.

Candid chats and honest feedback

Dark social isn’t just for chatting; it’s also where people share what they think about hotels, places, and services. Travellers often talk directly with friends about their experiences. This kind of honest feedback can really sway the decisions of friends and family who trust each other.

Think about Ravi, who stayed at a heritage hotel in Rajasthan. Instead of telling everyone on the internet about it, he shared his experience with his close travel buddies. Ravi didn’t just give it a star rating; he shared the details, giving a more detailed view. This kind of feedback between friends has the power to shape what others think and help them make better travel choices.

Lifelines in crisis

Dark social isn’t just for fun; it’s also a big help during travel crises. If something unexpected happens, like bad weather or a sudden event, travellers use private messages to update each other, share safety tips, and ask for advice. It’s like a secret chat that becomes a lifeline, letting travellers connect and support each other.
Imagine a group of friends stuck in a sudden monsoon in Goa. They used private messages to figure out what to do, share needed things, and comfort each other until the weather improved.

Making most of the shadows

People in the tourism business need to learn how to use dark social, a kind of secret space on the internet. To do this, they need to be smart and considerate of people’s privacy. They should encourage content that people want to share, create extraordinary experiences that everyone talks about, and build a friendly community among travellers.

Even though dark social isn’t visible in regular reports, it has a big impact on how people learn about and choose travel destinations in India. It’s like a special place where real connections, personal recommendations, and special experiences come together to tell the story of travelling in this amazing country. By understanding and using this secret side of the internet, the tourism industry in India can make the most of genuine word-of-mouth magic that happens quietly in our online chats. Remember, the most captivating travel tales are whispered, not shouted, as they weave through the secret conversations of friends.

About the Author

 Dr Nimit Chowdhary is a Professor at the Department of Tourism and Hospitality Management at Jamia Millia Islamia. He has more than 29 years of academic experience, of which he has been a full professor for 16 years in India, China, and Mexico. In addition, he was a visiting faculty at Gotland University (Sweden), the University of Girona (Spain), IIM Sirmaur, IIQM, and EDII. He is a recipient of many academic awards and recognitions. He has authored 20 books and more than 200 academic papers and chapters. He has travelled extensively to around 40 countries and almost all states within the country.