Vol. XXXIssue4; 2 February ddppl.com nd fortnight i fortnight ssue 2018 A DDPPUBLICATION Technology Talk

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World arrivals 5%, India 15% Alphons Kannanthanam, Minister of State (Independent Charge) for Tourism says the sector has the biggest multiplier effect for any economy, as for every rupee spent, you get `4 back.

KANCHAN NATH spinner for economic devel- We need to put our hearts, souls and expertise focus of tourism in the coun- opment and employment, he try. Let’s create a Kashmir, he Minister was invited added, “The tourism sector together to make Kashmir the focus of tourism which is truly heaven with all Tas the Chief Guest at an has the biggest multiplier ef- in the country. Let’s create a Kashmir, which its beauty, cuisine and music. event organised by Travel fect. For every rupee spent, If Kashmir is marketed prop- Agents Association of Kash- you get `4 back. In terms of is truly heaven with all its beauty, cuisine and erly, you don’t need anything mir at The Lalit, New Delhi. equity, from illiterate to semi- music. If Kashmir is marketed properly, you don’t else but just the tourism in- Kannanthanam observed that literate, graduates to profes- dustry to provide jobs for all Indian tourism did extremely sionals to the biggest global need anything else but just the tourism industry to the Kashmiris. well in 2017. “We crossed the experts, everybody gets em- provide jobs for all the Kashmiris. 10 million mark in Foreign broiled in the tourism sector. Tourist Arrivals (FTAs). Inter- This is exactly what the Prime Alphons Kannanthanam nationally, the numbers are Minister’s dream is - not only Minister of State (IC) for Tourism Breaking Records counted for every foreign na- that India has to grow but Government of India Foreign Tourist Arrivals tional returning to India called also taking the fruits of devel- (FTAs) to India crossed the the International Tourist Arriv- opment to the last person out 10 million mark in 2017 als (ITAs). So if we consider there. That is inclusive India.” so that we bring dignity to tending the ASEAN foreign message of tourism is bring- In terms of International that number, we have crossed their lives. Under the univer- ministers’ conference, I was ing hearts closer. Tourism is Tourist Arrivals (ITAs), the 16 million mark. Our tour- Union Budget 2018 sal healthcare system in this most flattered by the open- the best weapon against ter- India has crossed the 16 ism grew by 15.2 per cent in Elaborating on the country, every individual gets ing statement of ’s rorism anywhere in the world. million mark 2017, while the global tour- Budget which came out the insured for an amount of `5 tourism minister. He had It’s the best tool to bring India tourism grew by 15.2 ism grew only by 5 per cent,” same day, Kannanthanam lakh. Everybody deserves a said that the underlying civi- everybody together.” per cent in 2017, while the he said. Foreign Exchange said, “The entire focus of the better life and needs to be lisation of Southeast Asia is global tourism grew only Earnings (FEEs) from tourism Budget this year is on bring- taken care of.” Indian. That was an incred- Jewel of Kashmir by 5 per cent grew by 20.5 per cent, a dra- ing dignity to people, to the ible statement for a minister Emphasising on the Foreign Exchange Earnings matic increase over last year. lower middle class, lower Combat Terrorism to make in his own country. need to market Kashmir and (FEEs) from tourism strata of society, to the middle Sharing his recent ex- The theme for the frescos at reiterating MOT’s support, grew by 20.5 per cent, a Inclusive India class and people all around. perience at an international the Grand Palace in Bangkok he said, “We need to put our dramatic increase over Highlighting the role of The bulk of the expenditure trip, he said, “On my recent is all from the Ramayana and hearts, souls and expertise last year tourism and hospitality as a goes to that strata of society visit to Thailand while at- Mahabharata. The underlying together to make Kashmir the Industry players react to Budget The Union Budget 2018-19, presented by Finance Minister Arun Jaitley, proposes to develop 10 prominent tourist sites into iconic destinations, focus on the UDAN scheme and work on digital connectivity at railway stations. TRAVTALK spoke with industry experts to find out their opinion on this year's Budget. None of them seemed too upbeat about it.

TT BUREAU The Budget has nothing for avia- As on expected lines keeping in tion and tourism industry. We were mind the 2019 elections, there has The tourism sector had pinned looking forward to the government been nothing substantial and excit- hopes on the Budget in anticipa- giving us industry status, decrease ing for the SME’s or salaried people tion of certain key measures such the GST, develop tourism by making in Budget 2018. However, from the as export status to tourism industry. it tax free or lowering the taxes. How- industry perspective, it is hearten- However, against expectations, noth- ever, nothing like that has happened. ing to note the intent to upgrade the ing has been mentioned about this The positive is that they are going to existing airport facilities in the coun- in the Budget and GST issues linger. build up 10 smart cities, which would try to be able to handle more than We have been pleading the govern- boost the infrastructure and help in five times the existing traffic. The ment that our taxes are much higher tourism. Also, the airport infrastruc- Jyoti Mayal proposal to develop 10 tourist sites Mahendra Vakharia compared to our neighbouring coun- Honorary Secretary India Travel Award winner Pronab Sarkar ture is going to be developed further, across India into ‘iconic tourist sites’ tries and we need to be on a par with TAAI and President, OTOAI President with which we are looking forward to is a welcome initiative as it will help them. Some developments will have a IATO more connectivity with international in inbound tourism. Besides these references to tourism, positive impact such as developing 10 flights from Tier-II cities. this year again, the tourism industry is not given any iconic destinations, enhancing tourist amenities at 100 Adarsh significant impetus. monuments, expanding airport capacity more than five times. Contd. on page 4 4 TRAVTALK FEBRUARY 2ND FORTNIGHT ISSUE 2018 QUICKBYTES GST concerns plagued agents in 2017

Contd. from page 3 While the government has Despite repeated requests for in- The hospitality sector has been taken many initiatives to boost busi- frastructure status by the hospitality once again almost entirely ignored in ness and infrastructure, we’ve got industry, it hasn’t found any mention the Union Budget. What the govern- a mixed reaction from the trade on in the Budget. Among the positives ment needs to realise is that ‘Incred- the Budget. Increasing the threshold is the `500 crore allocations for ‘Op- ible India’ will be a success only when limit for corporate tax from `50 crores eration Green’ to promote Farmer the hospitality industry, a key driver to to `250 crores is a welcome move. Producers Organisations (FPOs), our economic growth, gets the right Building international airports around agri logistics, processing facilities and attention. Developments in ancillary the country, offering Wi-Fi in trains professional management. Post de- sectors like infrastructure and aviation and railway stations is welcome too. monetisation and GST, many hotels Garish Oberoi Dilip Datwani Subhash Goyal are certainly positive but that alone Also, encouraging investment in sea President President India Travel Award winner and have become Non-Performing Assets isn’t adequate. Promoting and encour- plane activities would benefit tour FHRAI Hotel and Restaurant Associa- Hon. Secretary, FAITH (NPAs). We still await measures by aging investments in hospitality can tion of Western India (HRAWI) operators. However, the government the government to deal with NPAs. In place India on the map of the tourism failed to differentiate tour operators based on FEEs under totality, the Budget is more for the ease of living and not so destinations of the world. GST and reduce GST from 28 per cent to 18 per cent. much for the ease of doing business.

We welcome the focus on airport The government’s move to develop We are heartened to note the fo- infrastructure capacity announced in 10 prominent tourist sites as ‘iconic cus on rural India - right from boosting the Budget. In our 20-year passenger destinations’ is welcome. Along with the Smart Cities programme to laying forecasts, IATA anticipates India will this, the move to upgrade tourism down a blueprint for better connectivity become the third largest aviation mar- amenities at 100 Adarsh monuments through the UDAN scheme. The Budg- ket by 2024. But this is by no means will enhance visitor experience. et also indicates a clear commitment to guaranteed. To make this a reality, All this will generate huge eco- improving rail networks by announcing airport capacity in India needs to be nomic activity as it also involves that all stations with more than 25,000 augmented and expanded quickly. infrastructure and skill development footfalls will have escalators while Amitabh Khosla IATA is supportive of leveraging AAI’s Peter Kerkar in the region. The move to expand Madhavan Menon trains will be provided with Wi-Fi and Country Director–India balance sheet for infrastructure crea- Group CEO, Cox & Kings Chairman CCTV monitoring facilities to ensure the UDAN to over 56 unserved air- International Air Transport tion and expansion but a big ques- India Travel Award winner Thomas Cook Group safety. However, what the Budget did Association (IATA) ports and 31 unserved helipads will tion mark lies on capacity. We urge not touch upon was the hospitality sec- improve connectivity and help people travel seamlessly the government to urgently look at innovative approaches to tor. We were hoping for a rationalisation on taxes for hotels. bridge the infrastructure shortfall. within India and overseas.

The Budget addressed a relatable The introduction of several initia- Having great infrastructure is need that acts as a medium for growth tives to improve infrastructure facilities critical to the growth of tourism in of the infrastructure sector. It empha- in Union Budget 2018 bodes well for a country. The government’s focus sised on the government’s vision to the travel and tourism sector, helping on investing in airports to cater to make 10 prominent tourist sites iconic reinforce India’s image as a tourist one billion trips in a year is a wel- tourist destinations, with an amalgama- destination internationally. A dedicated come step and will help in mak- tion of private funding, marketing and focus to promote seaplane activities in ing destinations more accessible branding, giving a much-needed boost the country, along with development of to travellers – domestic as well as to domestic tourism. It is encouraging heritage sites and iconic tourist desti- international. The development of to note that in the Budget, schemes to Vishal Suri nations will further enhance India’s ap- Rakshit Desai prominent tourist sites into iconic Nikhil Ganju enhance India’s aviation sector were Managing Director peal as a destination of choice. ‘Nama- Managing Director tourist destinations is another step Country Manager announced. Addressing issues like SOTC Travel mi Gange’ will provide further fillip to FCM Travel Solutions in the right direction and one which TripAdvisor India tax exemption benefit extended to the religious tourism from both domestic will raise India's appeal as an inter- NRI holiday business for tour operators and clarification on the and international travellers. Overall, the budget is a developmen- national tourist destination. flexibility of transfer and grant of GST credit on hotels would tal agenda which could have benefitted the tourism sector a little create the necessary boost in the tourism sector further. more with announcements around simplified GST.

We are happy that the Budget has The Budget has sought to strike KPMG has always believed that laid great emphasis on infrastructure a balance between India’s need for India could surprise the world and development to boost tourism. The economic growth and the well-being become the largest aviation mar- continued focus on UDAN, railway in- of its citizens. Investments to improve ket by 2030. It’s fantastic to see frastructure, building tourist corridors, people’s health, education and skill that the government is shifting from enhancing connectivity by starting development are vital for long-term short term planning to a long-term operations in 56 unserved airports re- growth prospects of a country, and vision. The focus should now shift flects the government’s commitment the Budget has rightly focused on to the execution of this challenging to the tourism sector. The proposal of them. It addresses the aspirations of a yet achievable vision. The industry Sharat Dhall generating one billion trips a year is a Pierre de Bausset modernising nation through initiatives Amber Dubey wants jet fuel to be included under COO (B2C) welcome move for the travel and tour- President & Managing Director to expand air connectivity under the Partner & Head, Aerospace and GST regime and GST relief for the Yatra.com ism sector. The creation of 10 promi- Airbus India UDAN scheme. The government has Defence KPMG in India struggling MRO and General Avia- nent tourist sites will lead to an esca- also announced measures to push tion sectors. The government’s fo- lation in tourism. We were hopeful that the government would its ‘Make in India’ programme. We hope such steps will foster cus on improving infrastructure at leading tourist spots is bring ATF under GST to reduce airline costs and keep fares low a sustainable eco-system that promotes investment and helps positive. This will help grow aviation too. Overall a positive to ensure continued growth in Indian air travel market. expedite the modernisation of the armed forces. Budget for aviation.

Infrastructure development and The positives in the Budget The attempt to preserve and improving connectivity will undoubt- are rail infrastructure, Bharatmala protect heritage cities is remark- edly help the tourism sector. Howev- project, impetus to farmers, Herit- able and might help boost tourism. er, with no specifics spelled out, we age City Development and health- Currently, the Budget is not directly are not exactly sure how it could ben- care. The move towards solar indicating any impact on the hospi- efit the hospitality sector. We were energy and operation green are tality sector. There might be some hoping to hear from the Finance Min- welcome. However, `60 crore to indirect impact, which we need to ister about reforms on taxation which push airport capacity is not enough wait and watch once the policies would have made Indian tourism and nothing concrete has been are executed. competitive with neighbouring tour- Rishi Puri done to combat pollution. The lack Ajay K Bakaya Shipra Sumbly Kaul ism countries. While ease of living Vice President of relief in taxes to companies with India Travel Award winner and General Manager has been given importance to, and Lords Hotels & Resorts a turnover of below `250 crores and Managing Director, Holiday Inn Express & Suites India Travel Award winner Sarovar Hotels & Resorts Bengaluru Racecourse which is great, ease of doing business taxing long term capital gains are remained a dormant subject. This year’s Budget has fallen also in the negatives. short of expectations for hospitality. Contd. on page 7 TAAITALK March convention in Srinagar With an aim to promote India and acknowledge the importance of tourism, TAAI Convention 2018 will be held in Srinagar from March 27-29. The association plans to make this convention a limited-edition event.

ANKITA SAXENA announce that the return air- fare including taxes from an- he Travel Agents Asso- ywhere in India to Srinagar Tciation of India (TAAI) will will be capped at `10,000. host its 64th Convention at We will be inviting key in- Sher-i-Kashmir International dustry players, large tour Conference Centre (SKICC), operators who have tourism Srinagar with a special focus as the thrust of the business. on tourism industry. Zahoor We will also bring many Qari, who is also Chairman, of our overseas members Jammu and Kashmir Chap- and invite UFTAA delegates ter—TAAI, is the Convention Sunil Kumar Mahmood Ahmad Shah to bring global leaders Chairman. Sunil Kumar, President Director to India.” President, TAAI, informs, TAAI Tourism Kashmir “We are delighted that our fo- Mahmood Ahmad cus this year for a convention ism, Government of Jammu first come first serve basis. Shah, Director, Tourism is in India. TAAI has been a and Kashmir to present our The hospitality partners in- Kashmir, further added, “TAAI nodal body for the tour- 2018 Convention in the val- clude the The LaLiT Grand has been no stranger to the ism and hospitality industry ley of Srinagar.” Palace Srinagar, Vivanta by state of Jammu and Kash- and many of our members Taj - Dal View Srinagar, ITC mir. The SKICC Convention are into either inbound, He further adds that this Fortune Resort Heevan, Centre was inaugurated by outbound or domestic tour- will be limited edition con- Four Points by Sheraton, one of the TAAI Conventions ism. We are very active in vention given the limitations Srinagar, Radisson Srinagar and this year is more of a the aviation, hospitality and of the hospitality industry in and RK Sarovar Portico. The homecoming for the associa- MICE industry but we want Srinagar in terms of qual- key airline partner is IndiGo tion. We are going to host this to convey this strongly that ity five-star and four-star among others like SpiceJet, event after 31 years and we TAAI also means tourism. premium hotels. However, Air India, Jet Airways, Go Air hope that it ushers in a new For this, we have partnered at least 500 delegates are and Vistara. He says, “With dawn for tourism in Jammu with the Department of Tour- expected which will be on the TAAI connect, we want to and Kashmir.” years VIEWPOINT TRAVTALK brings to you the news and events that made headlines 25 years ago and A Budget to remember? are relevant even today. From the archives we bring the 1993 February issue:

he industry had pinned high hopes on Tthe 2018-19 Budget, expecting crucial changes in the GST regime. While inbound s In February 1993, the state governments agreed to industry wanted the cascading effects of GST rationalise luxury tax applicable to accommodation units. to be removed, outbound industry was looking s The concurrence for the same was manifested at the state for clarity on what level they were to be taxed tourism ministers’ conference held on January 15, 1993, for their services - a majority of which are which was called by the then Tourism and Civil Aviation Minister Madhav Rao Scindia, and was taken on schedule availed outside the country. The final Budget despite Gulam Nabi Azad taking over the portfolio post a rather proved to be a lacklustre for them. cabinet reshuffle. Other than mentioning details of the already- s A statement by Sukhbans Kaur, Minister of State, Tourism, in-place UDAN scheme under civil aviation, stated that 1992 ended with a growth of 10.9 per cent there weren’t any major policy decisions growth in tourist arrivals and 34 per cent growth in foreign which could bring a smile on stakeholders' exchange earnings. faces in the industry. However, the industry s Ghulam Nabi Azad promised every possible assistance to hasn’t outrightly slammed the budget and the the states and union territories. government’s clear obliviousness towards the travel and tourism sector, but has praised the government’s focus towards infrastructure, upkeep of monuments and development of smart cities. However, in the wake of the s The hotel corporation segment was expecting a single central impost. current GST regime, doing business in the significant concessions. These expectations centred s They pointed out that hotels, which are highly tourism industry is difficult and there is a need on lowering of hotel expenditure tax substantially capital intensive projects with long gestation period, for the Ministry of Tourism to intervene and and revising the threshold limit of the room tariff to ` still earn most of the foreign exchange from tourism, 1500 from the earlier `1200. and they need to be frequently modernised. The take the issues of the tourism and hospitality s Other major demand was the replacement cost of modernisation was as much as 50 per industry forward. of separate state levies like luxury tax by cent of the original investment. Europe’s India (in)bound Brownie points for West India fter a successful WTM in London, and BIT Despite several setbacks in the hospitality industry like implementation of GST, AMilan still underway, the inbound tourism hotels in Mumbai and Goa have outperformed other cities in terms of occupancy. industry is trying its best to offer its services and offerings to the European market. With Overall Performance-India and Key Markets ‡ 2FFXSDQF\IRUDOONH\ 9,000 Note: 13 key markets and across all ITB Berlin just around the corner, inbound Goa markets comprise Mumbai segments, except the

tour operators are putting their best foot Superior of Mumbai, Up-UpMid segment for 7,000 New Delhi, forward and are already planning ahead Delhi Chennai, crossed 60 Delhi NCR Gurugram, Delhi- for the next season of travel to India. While Gurugram Bengaluru per cent. Only Mumbai India Kolkata NCR, Bengaluru, Moderate many complained about the current season ADR (Rs) Chennai Hyderabad Jaipur Chennai, Hyderabad, maintained 70%+ not going too well owing to the after-effects 5,000 Kochi Pune Kolkata, Pune, occupancy on market-wide Ahmedabad basis; Goa dropped below of GST and negative publicity around the Soft Ahmedabad, Goa, 3,000 Jaipur and Kochi 70 per cent in 2017 world, the upcoming exhibitions, both in the 50.0Soft 60.0Medium 70.0Busy 80.0 country and outside, might just get a good ‡ $'5JURZWKKDVEHHQ Source: STR Occupancy chunk of European business into the country. modest across most markets—Pune, Jaipur The Ministry of Tourism also has taken a Segmental Supply Marketwise Segmental Supply Share and Bengaluru have done delegation to Italy for BIT, and might take even 80% relatively better a bigger one for ITB Berlin. What needs to be 65% seen is how fruitful the participation would ‡ 0XPEDLDQG*RDFRQWLQXH 50% as leaders. Goa ADR prove, especially after the marring effect of crossed 8k; Mumbai was 35% the budget with no change in double taxation, a shade below 8kand 6k making India packages costlier than many 20% in ADR and this is the other countries. Indian tour operators are still 5% only market in the Busy- Goa Superior rate zone India Delhi Pune Jaipur Kochi hoping for the European tide to turn their way. Mumbai Chennai Kolkata Gurugram NCR Res Bengaluru Hyderabad Ahmedabad Source: Horwath HTL Research Lux-Upper Up Up-UpMid M-E Source: Hotel Review Report 2017- India, Horwath HTL and STR

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Contd. from page 4

Overall, the Budget points to- Overall, the Budget looks prom- The Budget will benefit MSMEs, wards a more progressive future. ising especially for the agriculture including small hotels. At OYO, we Several initiatives from the infra- and healthcare sector and its thrust have a network of over 3500 ex- structure standpoint will help boost towards ‘Make in India’ initiative. clusively controlled hotels in the growth and in turn impact tourism The government is focused on pro- MSME sector and we believe that positively. Primary among these gressive and healthier economy by the budget will facilitate the growth are the proposed plans of improv- pushing the infrastructural spend, of our partners. The Mudra Loan al- ing intra-city train networks in Ben- with a major chunk going to road location of `3 lakh crore will help in galuru and Mumbai as well as com- and rail connectivity, should be enabling SMEs to generate more pletion of close to 9,000 kilometres able to sufficiently assist tourism jobs. One major change which we JB Singh of national highways. Additionally, Ritesh Agarwal Ramendra Pratap Singh development. The government's President & CEO Founder & CEO were expecting was GST being lev- General Manager the Budget also provides a huge decision of developing 10 model InterGlobe Hotels OYO ied on the actual price rather than Radisson Noida boost to the aviation industry with destinations across India and the declared tariff for hotel accom- plans of increasing the number of reduction of corporate tax is a modation. We'll continue to engage with the government airports to almost five-fold from the current numbers. Re- welcome move. to make this happen which will leave no room for litigation duction in the corporate tax rate to 25 per cent for com- and benefit the hospitality industry. panies under the `250-crore turnover mark will likely increase re-deployment of capital among SMEs.

Balaji CEO, Clarks Exotica Convention Resort & Spa

This year's Budget was more focused on agricul- ture and health, which is a great thing for India. In terms of hospitality, the aim to expand airports capacity by 5 times with about one billion air trips a year is good news for the industry, since it would in- directly boost the hospital- ity market as well.

58.5% growth in FTAs on eTV in Jan 2018 over Jan 2017

The number of Foreign Tourist Arrivals (FTAs) in January 2018 was 10.66 lakh as compared to FTAs of 9.83 lakh in January 2017 and 8.45 lakh in January 2016. The growth rate in FTAs in January 2018 over Janu- ary 2017 was 8.4 per cent, compared to 16.4 per cent in January 2017 over January 2016. During January 2018, a total of 2.40 lakh foreign tour- ists arrived on e-Tourist Visa as compared to 1.52 lakh during the month of January 2017 registering a growth of 58.5 per cent. The percentage share of Foreign Tourist Arrivals (FTAs) in India during Janu- ary 2018 among the top 15 source countries was highest from (16.36%) followed by USA (14.10%), UK (10.81%), Canada (4.63%), and Russia. 8 TRAVTALK FEBRUARY 2ND FORTNIGHT ISSUE 2018 FAMILYALBUM Of all things glam and glitzy TBO Group created history with a mega turnout of over 2300 attendees across the travel ecosystem at its ceremony where the company honoured its partners and offered a networking platform for the industry fraternity. NEWS FEBRUARY 2ND FORTNIGHT ISSUE 2018 TRAVTALK 9 Legoland makes headway STHI lands in Dehradun With all eyes on the India market, Legoland STHI Group is focusing to reach out to its partners in Resort is set to tap the outbound potential of the country, Tier-II and Tier-III cities, and the latest step in this says Thila Munusamy, Director-Sales & Marketing. direction was their roadshow in Dehradun, Uttarakhand.

Legoland Resort for this mar- NISHA VERMA ket. We have done contracting SIMRANJEET SINGH ARORA provide better services.” with local agents in Malaysia Travel trends in the Indian ituated just 10 minutes and , who then get in THI Group recently hosted market are constantly chang- Saway from Singapore-Ma- touch with DMCs in India and Stheir first roadshow of ing. “People generally prefer laysia border, Legoland Ma- create itineraries for Malaysia the year in Dehradun, Ut- short haul destinations, how- laysia Resorts is just a three- and Singapore,” she shared. tarakhand, in a bid to show- ever once educated on long hour drive from Kuala Lumpur case business prospects haul destinations, they’ve and an hour’s drive away from Talking about the park, for partners in Tier-II and shown keen interest on vis- Changi Airport in Singapore. Munuswamy said, “Themed Tier-III cities. Around 90 iting Australia, New Zealand According to Thila Munusamy, on Lego, the Legoland resort travel agents from differ- and Europe too.” this factor would certainly ap- Thila Munusamy is divided into a theme park as ent cities gathered to attend Lalit Singh Director, Sales & Marketing, peal to the Indian visitors to Legoland Malaysia Resort well as a water park with more the event. COO Speaking about the both Singapore and Malaysia. than 70 rides, slides, shows STHI growth of the company, Singh “People can come to Legoland and attractions. We have used Lalit Singh, COO, STHI said, “There is a steady in- after a tour in Singapore, and Our focus is 60 million Lego bricks through- Group, said, “As Dehradun The business has crease in growth and it's too make base in Johor, enjoy to increase the out the park. More than 30 is hinterland, we thought early to benchmark it, how- the park and continue their million Lego bricks have been we’d be able to get maximum been showing ever it's in double digits same journey towards Kuala Lumpur. awareness of the used in the Miniland where number of agents and at the growth from Tier-II as compared to last year dur- A 35-minute flight also runs exciting things we Asia’s landscapes, countries final conglomeration, there ing the same period. Going from Kuala Lumpur airport to and landmarks are recreated was a fair mix of potential cities, which kept forward, we will focus on our Johor Bahru.” have on offer at the in miniature scale.” Munusamy travel agents and partners. us interested in new list of clients alongside Legoland Resort says that they keep the park The business has been existing ones with niche des- In fact, Munuswamy in- fresh by adding new attrac- showing growth from Tier-II cities like Roorkee, tination itinerary to cater for sisted that besides various ac- for India market tions and rides. “In 2016, we cities, which kept us inter- Meerut, Haridwar repeat travellers.” commodation options in Johor, opened the Ninjago ride, a fully ested in cities like, Roorkee, people can also stay in the re- and we are venturing into it. The immersive 4D indoor ride al- Meerut, Haridwar, Rishikesh The forethought of the sort itself. “Catering to kids, the number of outbound travellers lowing guests to become their and Mussoorie.” has more potential than any company is to conduct one Legoland Hotel at the resort is a from India is increasing year favourite characters and defeat other Tier-II city. In Dehra- roadshow a month, prefer- fully Lego-themed hotel, where on year. Malaysia and Singa- enemies. The new VR coaster Speaking about the dun, travel agents are more ably in Tier-II and Tier-III we have Lego Pirate ship, Lego pore have always been popular is a real roller-coaster with a potential of the Dehradun educated as compared to cities. STHI Group has been castle, Lego -themed rooms destinations amongst Indians. VR experience on board. End market, Singh added, “Every those of other Tier-II cities. promoting tourism with the and artefacts.” Sharing insights Hence, our focus is to increase of this year, we are also open- city has got a different de- This makes it easier for us help of such events so as to about the Indian market, she the awareness of the exciting ing an aquarium called Seal- mographic divide. We, there- to understand the demand highlight the hidden jewels said, “India is still a new market things we have on offer at the ife,” she revealed. fore, can’t say if Dehradun of the market and hence, of the country. 10 TRAVTALK FEBRUARY 2ND FORTNIGHT ISSUE 2018 ATTRACTIONS Also known as the UAE’s cultural capital, Sharjah is the third largest emirate with something in store for every kind of visitor. From history and culture, relaxation to active holidays, this emirate is a stand-alone destination waiting to be explored.

SHARJAH Mosque at Qanat Al Qasba, Sharjah, UAE A Seat of Arabian culture

TT BUREAU specimens of butterflies from iting include the Sharjah across the globe. With over Calligraphy Museum, a fine Al Noor Mosque 100 species resting in this example of the complex- Located on the Al Buhaira marvellous flower-shaped ity of calligraphy on canvas, Corniche, Al Noor Mosque is structure, visitors can enjoy wood, paper and ceramics. the only mosque open to non- butterflying from 10 am to 5 The Sharjah Museum of Muslim tours. Every Monday, pm every day. Islamic Civilisation houses an hour’s tour is organised over 5000 exquisite and which provides fascinating in- Museums rare artefacts from across sights into Islam and the cul- There are 22 museums the globe tracing the roots ture of UAE. The mosque is a in Sharjah documenting and growth of Islam. The fine example of architecture all aspects of life from the standard timing of the mu- with influences from Turkish dawn of Islamic civilisation seums is from 8 am to 8 pm interiors. Those who want to to aviation. The Sharjah from Saturday to Thursday understand religion and expe- Maritime Museum can learn while on Friday, the timings rience spirituality, this mosque about the traditional wooden are from 4 pm to 8 pm. The is the place to start your Shar- dhows used for fishing, trad- entry fee for tourists is as jah journey from. ing and pearling and admire follows- children (below 2 genuine Arabian pearls years): free; children (till 12 Butterfly House while discovering how they years): AED 3 each; adults Nestled on the Al Noor were collected, measured (+13): AED 7. Island in Khalid Lagoon, But- and weighed. Some of the history enthusiasts can terfly House is home to 500 other museums worth vis- Heritage & Culture indulge in documented The Heart of history of Bedouin life Al Arsa Souq- Heart of Sharjah SharjahS is a charm- thousands of years ago. ingin cultural district, Activities at Mleiha like featuringfe traditional sand dune bashing, quad EmiratiE buildings biking, etc. remind visitors anda long winding of the deserts around in alleys.a The res- this modern city. The Al torationt project Majaz Waterfront is one of Shopping showcasess the Sharjah’s iconic landmarks, Shopping in Sharjah The Central Souk, fringed emirate’se fasci- a key venue for some of suits all tastes. The souks by the Khalid Lagoon, is not natingn heritage UAE’s major cultural events. provide a glimpse into the only sprawling with shops in all its glory. At Al Majaz is also a popular city’s past, while modern selling spices, jewellery, the Mleiha Ar- spot to experience local and malls offer fantastic deals carpets dates, local pro- cheological Site, international cuisine. on everything under the sun. duce and souvenirs, but the building with its blue domes and latticed windows is one to behold. The best time for shopping in Sharjah is during January and August when the annual spring and summer shopping promotions are held.

Destination Watch There are 22 museums in Sharjah documenting all aspects of life from the dawn of Islamic civilisation to aviation Activities at Mleiha like sand dune bashing, quad biking, etc. remind visitors of the deserts around in this modern city The Central Souk, fringed by the Khalid Lagoon, is sprawling with shops selling spices, jewel- lery, carpets dates, local produce and souvenirs The Al Majaz Waterfront NEWS FEBRUARY 2ND FORTNIGHT ISSUE 2018 TRAVTALK 11 200 ships on MPT's radar Malaysia’s new offerings Mumbai Port Trust hopes to handle 200 cruise ships per Malaysia Tourism Promotion Board is undertaking annum as its new international cruise terminal will be aggressive sales in partnership with key players of built at an estimated cost of `300 crore by June 2019. the Indian travel industry.

pared a second SOP on a opening of Genting High- HAZEL JAIN TT BUREAU national level. We have also lands, we have introduced anjay Bhatia, Chairman, recently exempted cruise aving recorded 459,000 two new products for the SMumbai Port Trust (MPT) passengers from e-visa and HIndian arrivals In Janu- market—Desaru Coast and dreams of making Mumbai this is in line with our efforts ary-October in 2017, Malay- Forest City. We also hope to like Miami – bustling with to make immigration proc- sia Tourism Promotion Board increase Legoland’s tourist cruise ships brimming with ess for international tourists is targeting to increase this receipts manifold.” tourists. Work on the new easier and faster. With the number to 800,000 by the international cruise terminal new terminal, the area of end of 2018, says Mohamad Keeping in mind the at Ballard Pier has already cruise terminal will be 4.15 Taib Ibrahim, Senior Deputy growing segment of MICE started. The target is to com- lakh sq feet, almost 10 times Director, Malaysia Tourism travel, Malaysia Conven- plete it by June 2019, an Sanjay Bhatia bigger than what we have Promotion Board. Keeping tion & Exhibition Bureau ambitious deadline, by which Chairman today.” He added that in line with Malaysia’s new (MyCEB) is aggressively en- Mumbai Port Trust (MPT) Mohamad Taib Ibrahim time Mumbai Port hopes to the new terminal will marketing strategy for the Senior Deputy Director, Malaysia couraging wedding planners be able to handle 200 cruise have all the facilities of a India market, Tourism Ma- Tourism Promotion Board and conference planers to ships per year bringing in up With the new ter- domestic airport. laysia is now working closely host their events in Malaysia. to 5000 passengers. minal, the area of with key players of the Indian We have intro- “A major event this year in Another path-breaking travel trade in joint partner- Malaysia is the PATA Travel A top-level delegation led cruise terminal will decision the MPT has taken ships to push Malaysia as a duced two new Mart at Langkawi where we by Nitin Gadkari, Union Min- be 4.15 lakh sq ft, is to keep the port operation- favourable destination. He products for the will be showcasing various ister of Shipping, Road Trans- al throughout the year and to says, “In 2018, our first part- products of the destination port & Highways and Water almost 10 times allow the facility to be open nership was with Akquasun market—Desaru to buyers worldwide and Resources, River Develop- bigger than what to citizens for recreation, lei- Group to jointly promote the encourage Indian buyers to ment and Ganga Rejuvena- sure and retail. The domestic destination. Other partner- Coast and For- send more tourists to the tion, Govt of India, recently we have today cruise terminal will be com- ships have been made with est City. We also destination,” he adds. gathered inside Mumbai Port pleted by December 2019 Cox & Kings, D’Pauls, TUI, to lay the foundation stone for and Jaykumar Rawal, Min- for cruises between Mumbai Yatra etc. In terms of out- hope to increase the new international cruise ister of Tourism, Government and Goa that will operate on bound travel, India is second Legoland’s tourist Fact File terminal. The estimated cost of India. alternate days. The opera- only to China in terms of receipts manifold is `300 crore inclusive of tion and maintenance of the numbers and we are keen to Kuala Lumpur and the PPP investment that will Bhatia says, “As per our terminal will be by a PPP tap this growing market for Langkawi remain the be done by inviting tenders. consultant’s report, we have operator not yet decided. It all segments of travel.” destinations among Indian most popular destina- Also present at the ceremony the potential to bring in 30 will also have a promenade travellers. Ibrahim explains, tions among Indian were Devendra Fadnavis, lakh passengers. Based on and lawns with seating Kuala Lumpur and Lang- “While the Indian travellers travellers Chief Minister, Maharashtra that projection, we have pre- arrangements. kawi remain the most popular are eagerly awaiting the 12 TRAVTALK FEBRUARY 2ND FORTNIGHT ISSUE 2018 AGENTS Italian escapade for Trafalgar champions U&I's one-stop shop now goes online U&I Holidays launched an online plat- form which will function as a one-stop shop for all travel needs to .

TT BUREAU

&I Holidays recoded a 30 Uper cent growth in its busi- ness volume in 2017 over 2016 with the company handling over 22,000 Indian tourists trav- elling to Indonesia last year, Trafalgar’s top sales consultants from all over India embarked on an eight-day ‘Simply Italy’ trip that showcased Trafalgar's unique experiences informs, Shyam Upadhyay, of ‘Be My Guest’, ‘Local Specialists’, ‘VIP Access’ and authentic Italian cuisine through Rome, Venice, Pisa, Florence and Siena. Director, U&I Holidays. “We realised that following tech-

Shyam Upadhyay Director U&I Holidays

nology trends was the way to growth and thus, we now offer a purely B2B online platform— www.uandiholidays.net, where the travel agents can book eve- rything from hotels, tours and transfers, meals and also cus- tomise packages for Bali and Maldives. The platform will offer the operators with instant quo-

Ruden Dias National Sales Head U&I Holidays

tations and confirmations.” The portal went live on February 2. Upadhyay further points out that in 2017, 71 per cent of the com- pany’s total business comprised the FIT segment. “In 2018 and onwards, we are targeting the GIT and MICE business. Also, we are planning to conduct a training programme after March in Tier-II and Tier-III cities where we will inform the local travel agents about Bali’s offerings and even about destinations beyond Bali,” he says.

Cities like Raipur, Indore, Jaipur, Nagpur, Kochi, etc. have been identified for the training workshops. Upadhyay also points out that Bali re- mains the most popular desti- nation among Indian travellers to Indonesia.The company had recently conducted its six-city roadshows as well start- ing from Bengaluru, Ahmeda- bad, Kolkata, Delhi, Pune and concluding in Mumbai. Ruden Dias, National Sales Head, U&I Holidays, informs that over 22 Balinese part- ners participated at the road- shows. “We are now promoting destinations beyond Bali like Bandung, Yogyakarta, etc,” he says.

FINAL_TT_February-2nd-2018.indd 12 28-02-2018 16:13:34 NTO FEBRUARY 2ND FORTNIGHT ISSUE 2018 TRAVTALK 13 Land of the Big 7 for adrenaline junkies Nelson Mandela Bay, located on the shores of Algoa Bay in the Eastern Cape province in , is renowned for its Big 7 safaris, making it a perfect destination for the adventurous Indian traveller.

HAZEL JAIN second to none and has been den Route allowing visitors to declared the Bottlenose Dol- travel along the Garden Route ort Elizabeth is the main phin Capital of the world with from Cape Town. Air access Pcity in the municipal area more than 28,000 bottlenose to either Cape Town or Port which is now called Nelson dolphins in Algoa Bay. Apart Elizabeth, the two gateway Mandela Bay, representing a from having four whale spe- cities to the Garden Route via large percentage of South Af- cies, Algoa Bay also includes Johannesburg, also allows rica’s biological diversity. The the largest colonies of African visitors to explore this route.

Adventure activities The Bay and surround- Doné Louw ing areas are jam-packed Coordinator – Trade and Destination Pass, Nelson Mandela Bay Tourism with adventure. Activities include horse-riding, sand- whale and white shark). The to Indian travellers. “This will as the Adventure Province. boarding, Segway tours, go- numerous game reserves in give them something to do Doné Louw, Coordinator – karting, indoor wall climbing and around the city offer the before they fly back or depart Trade and Destination Pass, and quad-biking. Other activi- perfect mix of fauna and flora. via the Garden Route. Nelson Mandela Bay Tour- ties in the surrounding areas Louw explains, “These splen- ism, is excited about what include zip-lining, abseiling, did, sometimes untouched, The Eastern Cape has this means for the Indian hiking opportunities in indig- areas have developed into activities best suited for In- market. “As a destination, we enous forests, beautiful day one of South Africa's main dian clients. Adventure and feel that we have a lot to offer walks, as well as bass and wildlife viewing spots and wildlife are the two pillars for area is a meeting point for Penguins and Cape Gannets to the Indian market. Know- fly fishing. Unique eco-wil- perfectly complements the Indians travelling to South five of the seven South Afri- in the world. ing that the Indian market derness tours are offered into Garden Route experience. Africa and our region has can biomes and is renowned loves adventure activities, we the Woody Cape area of the We are also a very budget- the best of both experiences. for its Big 7 safaris. It also No wonder then that the as a destination, are currently Alexandria dune fields – the friendly destination and have We will be highlighting this at boasts a marine biodiversity Eastern Cape is also known focusing on this market inter- largest coastal dune fields in introduced a special Nelson the India roadshow in Febru- nationally. Thus, it makes up the Southern hemisphere. Mandela Bay Pass that gives ary 2018. It is however, great New adventure activities a substantial amount of our visitors free entrance and to see that South African New products include beachfront Segway tours, international marketing budg- Land of the Big 7 discounts to over 60 products Tourism hosted a special Valley Crag Indoor Climbing Centre, Algoa Bay Grand Prix et. I cannot however, share There is only one na- from as little as `2,000.” Garden Route Fam trip and Go Karting as well as some of the top adventure activities any numbers,” he says. tional park in the world is bringing out a new guide such as the longest double zip-line in Africa, Giant Swing, where you can find the Big He adds that the tourism that covers products along a new experience called sand-sledding and sand-boarding Nelson Mandela Bay is 7 (lion, leopard, rhino, buf- board has introduced a lot of the entire Garden Route,” among others. ideally located on the Gar- falo, elephant, southern right new products that will appeal Louw says. 14 TRAVTALK FEBRUARY 2ND FORTNIGHT ISSUE 2018 FAMILYALBUM , a roaring hit in Chennai The Department of Tourism (DOT), Philippines successfully conducted ‘Business Mission 2018’ in Chennai recently, to promote the archipelago as a premier tourist destination. A strong delegation of prominent travel partners from the Philippines, led by Juanito A. Sayo, Tourism Operations Officer II, Office of Product and Market Development, DOT Philippines, interacted with around 100 local travel partners and buyers from the city in B2B sessions. AGENTS FEBRUARY 2ND FORTNIGHT ISSUE 2018 TRAVTALK 15

Akquasun big on digital Rendezvous with Azharuddin CELEBRITYCCEELLEBRRITITY WATCH

2018 is all about the digital space for Akquasun Group as Former Indian cricketer turned politician Mohammad Azharuddin along with BCCI Presidentessiddennt CCK K KKhKhannahanna was spotted at Travstarz's pavilion during a trade show in New Delhi recently. The former cricketer spent the company is planning to go completely online and is somsomemet time e wiwithitth Pankaja aj NNaNagpalgpapa anandd SuchetaSSucheeta NNagpalagppall, foundersfou dderrs ofo Travstarz,rravstarrz, duduringurring tthee sshoshow.w. working on strengthening its technology arm.

tion is not only larger, but also to Scandinavia amongst other TT BUREAU a more potential one. We have destinations.” He further adds his year, Akquasun plans three tourism boards–Malaysia, that the company is planning Tto go digital in its opera- Seychelles and Macau while to introduce its series depar- tions. Explaining the same, the airline partners include Sri- tures starting with South Afri- Sujit Nair, Founder and Group Lankan Airlines, Air Mauritius, ca, Europe and USA. In terms Managing Director, Akquasun Air Seychelles and Air Arabia. of segments, the DMC caters Group, says, “Till last year, we Apart from strengthening our to all. Nair points out that last were operating offline but from technology arm, we will also year, MICE did not perform be focusing on Europe as a too well due to uncertainty re- destination and target Eastern garding GST. “Philippines and Europe too. We are already Bali look promising with direct strong in Russia but this year connectivity from India on the we are extending the portfolio cards,” adds Nair.

B A Rahim Founder and Group CEO Akquasun Group

this year, we are planning to go completely online in terms of operations. We will buy our own inventory, provide the backend as well as DMC services of our own. We are already online for the island destinations—Mal-

Sujit Nair Founder and Group Managing Director, Akquasun Group

dives, Mauritius and Seychelles and are working on extending the service starting from , Dubai, South Africa and the US.” In 2017, Akquasun Group recorded 30 per cent year-on-year growth over the previous year and added three more destinations to its port- folio, taking the count of total destinations represented by the company from 15 to 18, informs Nair. The company re- cently conducted roadshows in Kolkata, Delhi, Ahmedabad and Chennai where almost 40 part- ners participated. “Akquasun has conducted the first road- show of the year and we will be back in the second half of 2018 with roadshows targeting Tier-II and other metros. Besides, hav- ing participated in India Interna- tional Travel & Tourism fair (IITT) this year, Akquasun is also one of the exclusive B2B partners for Tourism Malaysia,” says Nair.

Elaborating further, B A Rahim, Founder and Group CEO, Akquasun Group, in- forms, “This year, our delega- 16 TRAVTALK FEBRUARY 2ND FORTNIGHT ISSUE 2018 FAMILYALBUM Dancing under Travstarz light Celebrating its new collaboration with CTRIP’s Rezb2b.com, Travstarz Global Group hosted key players of the tourism and hospitality fraternity at a gala night. Famous Indian cricketer Suresh Raina joined the party to up the celebrity quotient.

ASSOCIATIONTALK Promoting Buddhist trails FEBRUARY 2018 Stakeholders of the International Chamber for Service Industry (ICSI) South Africa Roadshow Chennai 16 deliberated over developing and promoting the Buddhist tourism Skal Ball Delhi 17 circuit for Buddhist pilgrims visiting India. TTF Chennai 16-18 “Firstly, our airports have ca- South African Tourism Roadshow Ahmedabad 19 NISHA VERMA pacity constraints. Currently, Tourism Events Queensland Pune 20 seminar on Living Bud- the number of Buddhists com- B2B Workshop A dhist Leadership con- ing to India from Japan and ducted recently by ICSI had Kempenski Road Show Delhi 21 Korea is under a lakh per year. in attendance Satyajeet We also lag in terms of infra- AIME 2018 Melbourne, Australia 20-21 Rajan, Director General, structure. Even for domestic Tourism, Ministry of Tourism, TTE London, UK 21-22 services, there aren’t sufficient Government of India as well flights that are connecting BTS London, UK 21-22 as Sangeeta Saxena, Ad- Gaya with the rest of the coun- ACE of M.I.C.E. Istanbul, 21-23 ditional Economic Adviser, try. Also, an equal number of Department of Commerce, hotel rooms and ground trans- PATA Adventure Travel & Responsible Abu Dhabi, UAE 21-23 Ministry of Commerce & port system should be avail- Tourism Conference & Mart Dr Gulshan Sharma Pran S Dasan Industry, Government of Director General Chairman—Aviation Advisory able for the pilgrims.” ICSI ICSI Tourism Events Queensland Ahmedabad 22 India. Commenting on the B2B Workshop agenda behind the seminar, The way forward, Dr Dr. Gulshan Sharma, Di- tion and Ministry of Transport, ICSI, claimed that connec- Sharma said, “is to urge all rector General, ICSI, said, together as stakeholders.” tivity is a major issue in the ministries to work in col- “Our chamber has dedicated development of this sector. laboration with each other MARCH 2018 year 2018 towards Buddhist Dr. Sharma informed “There are more than 350 to achieve phenomenal tourism promotion in India. Bodh Gaya is the main pil- million Buddhists globally results as far as Buddhist Mysore Travel Mart Mysore 2-5 We are going to work in the grimage site for Buddhists. and it's incumbent upon all tourism promotion is direction of developing the “In an effort to drive inbound of them to make a visit to the concerned in India.” ATOUT France Mumbai 5 infrastructure, accommoda- tourism on Buddhism, we will four holiest shrines of Bud- ATOUT France Ahmedabad 6 tion, transportation, road start India’s first Buddhist pil- dhism—Bodh Gaya, Kushi- Rajan agreed and said network, rail network, air grimage facilitation executive nagar, Sarnath and Lumbini, that there is a lot to be done ATOUT France Kolkata 7 network, including chartered programme with the help of besides others. We need to in this direction and the MOT ATOUT France Delhi, NCR 8 flights. There is tremendous MOT and about 30 countries structure all these places is working towards doing untapped potential as far ITB Berlin Germany 7-11 as stakeholders. We will have and bring a formal system that. “The Buddhist Circuit as Buddhist tourism is con- around two participants from of transportation by which in India is growing, but we ITM Goa 16-18 cerned because Buddhism each country, out of which 60 Buddhist tourists can access would like to grow at a faster is the second fastest growing Marriott International Sales Mission Mumbai 14 will be trained to handle the all these points seamlessly. rate with better facilities, religion in the world. Con- Buddhist pilgrims in India. Small aircraft and chartered improved roads, seamless MITT Moscow, Russia 13-15 sidering Ministry of Tourism Japanese language is going flights operating under RCS connectivity and enhanced Hyatt Fair 2018 Bengaluru 14 as the nodal ministry for the to be the first language we to connect these destina- roadside amenities in differ- same, we are also working will be taking up there, fol- tions is the need of the hour,” ent Buddhist circuits in dif- Marriott International Sales Mission Delhi 15 with the Ministry of Com- lowed by Korean and other he advised. ferent states. We are trying Hyatt Fair 2018 Delhi 15 merce, Ministry of Skill De- languages,” he said. to improve the infrastructure velopment, Ministry of HRD, A lot of challenges plagu- in most of the states through Hyatt Fair 2018 Mumbai 16 Ministry of Urban Develop- Pran S Dasan, Chair- ing this segment need to be our Swadesh Darshan Marriott International Sales Mission Bengaluru 16 ment, Ministry of Civil Avia- man—Aviation Advisory, addressed. Dasan added, scheme,” he claimed. Routes Asia , Australia 18-20 IT&CM & CTW Shanghai, China 20-22 FICCI Digital Travel Hospitality Delhi 21-22 Amusement industry rejoices & Innovation Summit Dhaka Travel Mart Dhaka, Bangladesh 22-24 It is good news for the amusement parks and industries with the GST rate Aviation Festival Singapore 27-28 down to 18 per cent, which will give it a fillip and help clinch deals at the TAAI Annual Convention Srinagar, J&K 27-29 th UITT Kieve, 28-30 upcoming IAAPI’s 18 Amusement Expo 2018 to be held in Mumbai.

IAAPI is thankful to GST Ministry of Tourism, Govern- TT BUREAU APRIL 2018 Council for having heard its ment of India. The exhibition t the last GST Coun- concerns. This reduction has will witness over 120 exhibitors HICSA Mumbai 4-5 Acil Meeting, the GST come as a huge relief to the from India and 18 countries, rate on entry tickets in the industry at a time when it was spread across 10,000 sqm AITF Baka, 5-7 amusement sector was reeling under the burden of exhibition floor area showcas- TTF Delhi 7-8 reduced from 28 per cent double taxation. “This ad- ing latest innovative rides and Travel Luxury Show Jaipur 7-8 to 18 per cent. Shirish ditional levy of 15 per cent equipment for amusement Deshpande, President, In- service tax severely dented park, theme park, water park, SITT Novosibirsk, Russia 12-14 dian Association of Amuse- the operational efficiency of adventure sport and family COTTM Beijing, China 16-18 ment Parks and Industries the sector. During our repre- entertainment centres. Many (IAAPI), is happy about the Shirish Deshpande sentation to the Union Gov- important issues related to the ILTM Africa Cape Town, 15-17 effect this will have on the President, Indian Association of ernment, we were assured amusement industry will also South Africa Amusement Parks and industry. He says, “We now Industries (IAAPI) that the matter would be dealt be discussed. Australian Tourism Exchange (ATE) Adelaide, Australia 15-19 encourage existing players with. This sector is visited to reinvest and upgrade their by children and young peo- Digital Travel Summit Singapore 17-19 This additional existing park infrastructure ple along with families, but it FEC Connect WTTC Global Summit Buenos Aires, 18-19 along with adding on new levy of 15 per was clubbed along with ca-  ,$$3,IRUWKHÀUVWWLPHLV theme-based rides. It will cent service sino and gambling too,” said organising ‘FEC Connect’ KITF Almaty, 18-20 also encourage new play- Deshpande. for Indian Family Entertain- ers to explore venturing into tax severely ILTM Arabia Dubai 22-23 ment Industry (FEC) on this business. It will now dented the Expo in Mumbai the sidelines of the Amuse- Great Indian Travel Bazaar (GITB) Jaipur 22-24 also assist in increasing IAAPI will conduct its 18th ment Expo 2018 the footfalls to amusement operational Amusement Expo from Feb- Arabian Travel Mart Dubai 22-25 The session will provide park which had dropped HIÀFLHQF\RIWKH ruary 27 to March 1, 2018, networking opportunities Amazing Thailand Wedding Roadshow Mumbai 27 by almost 40 per cent after at Hall 2, Bombay Exhibition to FEC operators, mall and service tax was increased in amusement sector Centre, NESCO Compound, shopping centre develop- For more information, contact us at: [email protected] June 2015.” Mumbai. It is supported by the ers, and suppliers OPPORTUNITY FEBRUARY 2ND FORTNIGHT ISSUE 2018 TRAVTALK 19 20 TRAVTALK FEBRUARY 2ND FORTNIGHT ISSUE 2018 MOVEMENTS IndiGo Hilton Kochi Marriott Hotel Gurugram Gurugram Kochi Wolfgang Prock-SchauerMRLQV,QGL*RDVWKH&KLHI2SHUDWLQJ2IÀFHU Jatin Khanna assumes charge as Vice President and Head of Sumeet Suri has assumed the role of General Manager at the Kochi An accomplished industry leader with more than three decades of Operations, of Hilton India. Khanna holds over 20 years of operations Marriott Hotel. Prior to his current role, Suri was Hotel Manager at ITC experience in civil aviation, Schauer has held experience, including both IHG and most Grand Chola Chennai. After beginning his career senior leadership positions with leading recently Marriott International, where in 1999 at the WelcomGroup Management airlines across Europe and Asia. In his he managed Marriott's full portfolio in Institute, Suri joined ITC Maratha, Mumbai role, Schauer will be responsible for Bengaluru as Vice President, Bengaluru ZKHUHKHIURQWHGWKHRSHQLQJRIDÀQHGLQH operational aspects of IndiGo such as and General Manager for the Bengaluru restaurant and overlooked both banqueting ÁLJKW RSHUDWLRQV PDLQWHQDQFH DQG Marriott Hotel. and restaurant operations. In 2014, he engineering. In the past, he has worked was appointed as the General Manager of with Austrian Airlines, Jet Airways WelcomHotel Jodhpur where he demonstrated (India), British Midland International, Air OHDGHUVKLS DQG HIÀFLHQW PDQDJHPHQW LQ DOO Berlin (Germany/ UK) and Go Air aspects of the hotel’s operations. (India).

Doubletree by Hilton Pune - Chinchwad Hotel Sahara Star Taj Fort Aguada Beach Resort & Spa Pune Mumbai Goa Double Tree by Hilton has appointed Aditya Shamsher Malla as Hotel Sahara Star has appointed Manish Sodhi as Chief Executive Taj Fort Aguada Beach Resort & Spa welcomes Albert Rebello as General Manager at its Pune hotel. An industry veteran with more 2IÀFHU $ VHDVRQHG KRVSLWDOLW\ SURIHVVLRQDO 6RGKL ZLOO EH its new General Manager. An established leader in the hospitality than two decades in the business, Malla has responsible for the hotel’s international industry, Rebello brings more than 35 years been a part of some of the best global brands expansion and will continue to elevate the of hotel experience to the resort perched such as Marriott, Hyatt, Oberoi Hotels and brand and its growing portfolio building atop the ramparts of the coastal Resorts, Starwood Hotels and Resorts, on the company’s extraordinary success fort. In his new role, Rebello will be Shangri La International and Taj Hotels over the years. Sodhi brings with him responsible for the continued success Resorts and Palaces. In his new role, an experience of over 20 years in of the hotel, overseeing the day-to-day Malla will be responsible for curating hospitality sector working with leading operations and providing exceptional strategic initiatives that will lead the hotel international and Indian hotel brands guest service at one of India’s most to continue its guest focused approach and like Leela Kempinski with his most luxurious holiday destinations. He has consolidate its leadership position. recent assignment at The undertaken a number of assignments Lalit Mumbai. through his 35 years at Taj, notable among which were his appointments as the General 0DQDJHURIÀYHKRWHOV

JW Marriott Jaipur Resort & Spa Holiday Inn Express & Suites AccorHotels Jaipur Bengaluru Chennai Sarah Raina has been appointed as the Director of Sales & Marketing at Holiday Inn Express & Suites Bengaluru welcomes Varun Kamra AccorHotels has appointed Jayakrishnan Sudhakaran as the the JW Marriott Jaipur Resort & Spa. With over a decade of experience as the Director of Sales & Marketing. Kamra’s role would be to Director of Sales and Marketing for Novotel-ibis Chennai OMR as in various roles across prestigious hospitality ensure smooth operations of revenue, sales and well as Cluster Director of Sales and Marketing brands, Raina’s last held position was of marketing. His responsibilities will involve for Chennai region. Prior to this, Sudhakaran Director of Sales at the Grand Hyatt Goa. leading and motivating the team to achieve was the Director of Sales and Marketing In her new role, her core responsibility the sales targets for the property and the for Novotel Goa Hotels and Resorts. A will be to maximise the resort’s revenue group, along with being actively involved seasoned hotelier, his experiences pans from various market segments and in strategising and planning of marketing over 14 years with reputed brands such work with the team to conceptualise initiatives. Prior to this, Kamra worked as Taj Hotels, InterContinental Hotels and implement innovative sales and as the Director of Sales and Corporate & Resorts, Zuri Hotels & Resorts and marketing strategies. In the Development at Blooms Hotel Group. Hyatt Hotels. He holds a Degree days to come, Raina will also He started his career as a Sales in Hotel Management along work towards positioning Executive with IHG in 2003. with MBA in Human Resource the resort as one of the & Marketing. most luxurious destinations in Rajasthan.

Amit Tayal, General Manager, Park Plaza Delhi CBD- Rajesh Arya, Hon. Treasurer, ADTOI, lives by the Having worked in the hospitality industry as an expat Shahdara, says the hospitality sector never gives you motto— “no looking back, work hard and strive for for many years, Daniel Chao, General Manager, the time to rest. “At the same time, the sector always the betterment of the society.” In his free time, Arya Novotel Chennai OMR & ibis Chennai OMR, says makes you feel young and energetic, and gives enjoys long drives and loves to read newspapers and travelling is a big part of his life. "I enjoy discovering an opportunity to familiarise magazinesmagazines.. “InIn India,India, I want to nnew destinations–especially new cities in the country yourself with new culture, eexplorexplore Himachal, Jodhpur, I am working in. I also destinations in India and JJaisalmeraisalmer and Kerala like spending a quiet abroad,” Tayal says. He wwhilehile internationally, vacation at home with loves to stay close to I want to visit SouthSouth my family. My hobbies nature and spend time Africa,” he says. Arya evolve fairly regularly. with his wife and kids. wouwouldld alalsoso liklikee ttoo Being an avid reader, Tayal has fond memories revisit the UUnitednited SStatestates I like reading both of holidays in South Goa, aandnd CCanada.anada. ÀFWLRQ DQG QRQ Kerala and Dubai. ÀFWLRQERRNV

J&K eyes SEA to boost inbound tourism With projects worth `2000 crore for tourism underway, Jammu and Kashmir is going great lengths to market itself nationally and internationally. Sarmad Hafeez, Secretary—Tourism, Government of Jammu and Kashmir details various festivals and trade events the state will host in 2018.

ANKITA SAXENA With many European clients having visited the Jammu and Kashmir and we Jammu and Kashmir has are very excited about that. been the myth of the un- How has tourism state recently, there is a positive trend from coun- We are partnering with this safety of travelling to Kash- Qfared in Jammu and tries like New Zealand, Australia and Canada. nodal association to bring mir. However, we are try- Kashmir? more and more people to ing very hard to defeat this Last year was a mixed Religious tourism forms an important part of the Kashmir and showcase the negative perception. I would bag for us where arrivals domestic travel to the state, especially to various tourism products on like to point out few figures; from Gujarat and Mahar- offer for the travellers. Kash- this year the National Crime ashtra were affected but si- Jammu and this year as many as 85 lakh mir has been well-known Bureau Report states that multaneously, we recorded pilgrims visited Vaishno Devi. for its mountains, streams, in the past two years, there an increase in arrivals from lakes and beauty but what has been no crime com- the South, East and Central Sarmad Hafeez we forget is the incredible mitted against a tourist in parts of the country. Though Secretary—Tourism hospitality of the state and its Jammu and Kashmir. I don’t our domestic figures dipped, Government of Jammu and Kashmir people. It is affordable and is know about many places we saw an increase in the accessible from every part of that can boast about this inbound tourists. The South- the country. tourist-friendly environment east Asian countries like Ma- ists more options to visit the national and international ho- the same. We are also par- at a destination. In fact, it is laysia, Indonesia, Thailand, state round the year. The tel chains are coming to the ticipating in all major trade Is the state upgrading a very safe place to travel for Singapore, etc. have shown Pahalgam Winter Festival state and it is heartening to fairs like ITB Berlin, ATM Du- Qits MICE facilities? women. The kind of positive keen interest in visiting the is being hosted which will see that the industry is gath- bai, etc and are conducting We are hosting several feedback we have received state. In fact, even the high offer several snow activi- ering confidence to return to roadshows in the emerging conventions in the state this from solo women travellers is spending travellers from ties to engage the domestic Jammu and Kashmir. Adven- Bangladesh have shown a and inbound tourists. There ture tourism is also an impor- greater interest in travelling is something for every age tant focus for us and we are to J&K. With many Euro- group at these festivals. After offering numerous activities pean clients having visited the TAAI Convention in Srina- for all age groups. Domestic, SE Asia markets buoyant The Tier-II and Tier-III cities have been very interesting markets as they are emerging tourism hubs. We have seen a good response from cities like Kanpur, Nagpur, Raipur, Indore, Kochi, Bengaluru, Hyderabad, Lucknow and Jaipur. South- east Asia has emerged as an important source market for inbound tourism. In fact, we have over 500 clients booked for heli-skiing from various European countries. Mahmood Ahmad Shah Director, Kashmir Tourism international source mar- year and are promoting MICE tremendous. I don’t see why kets. TAAI Convention is also tourism in a big way. The SK- travellers should not visit an important event where we ICC in Srinagar is one of the Jammu and Kashmir. the state recently, there is gar, we will be inaugurating What is the marketing will try to showcase the state finest convention centres which a positive trend from far-off the Tulip Festival. Boasting Qand promotional plan to the travel agents and gath- not only offers meeting space countries like New Zealand, Asia’s largest Tulip Garden for the state in 2018? er their support to promote it with state-of-the-art facilities Festival Line-up Australia and Canada. Reli- in Kashmir, this site will be The plan is to be more better and aggressively. We but also open spaces to host gious tourism forms an im- opened for the public in the visible on the media plat- will also be very visible on various events. We have up- Pahalgam Winter Festival is portant part of the domestic first week of April to kick- forms and while the promo- the social media. graded this convention cen- being hosted which will of- travel to the state, especially start the tourist season. This tional aspect is kept at the tre as well. We have opened fer several snow activities to Jammu and this year as is the spring season in the forefront, we will also work What is in store for a new convention centre in to engage the domestic and inbound tourists many as 85 lakh pilgrims vis- state and to compliment the on improving the tourist ex- Qthe attendees of TAAI Pahalgam inside the Pahal- ited Vaishno Devi. same we will be showcasing perience in the state. We will Convention in Srinagar gam Club with a capacity TAAI Convention will be the Almond Blossom Festi- also try to put out the posi- in 2018? of 350 pax. held in March in Srinagar What new is in line for val. The Central Government tive stories about the state We are going to wel- Asia’s largest Tulip Garden Q2018? has sanctioned funds to the to generate a positive travel come the TAAI family into the What are the in Kashmir will open for We are planning to tune of `2000 crore for tour- sentiment. Last year, we had fold of our family—Jammu Qchallenges in SXEOLFLQWKHÀUVWZHHNRI host multiple festivals this ism alone to develop and up- conducted roadshows in var- and Kashmir. It is after 31 promoting the state? April to kick-start the year; hopefully one festival grade infrastructural facilities. ious cities in India and this years that TAAI is hosting Our biggest challenge Tulip Festival every month to give tour- On the hospitality front, many year, we will continue to do its convention in the state of in marketing the state of

Postal Reg. No.: DL(ND)-11/6044/2018-19-20; WPP No.: U(C)-178/2018-20 for posting on 1st-2nd and 16th-17th of the same month at NDHO, New Delhi - 110001, RNI No.: 53492/1991 Date of Publication: 15-02-2018

TOURISM NEWZEALAND B/C Supplement of TRAVTALK FEBRUARY 2ND FORTNIGHT ISSUE 2018 Technologytalk Digital trends of the travel world 2 TRAVTALK February 2ND Fortnight Issue 2018 February 2ND Fortnight Issue 2018 TRAVTALK 3 1(:6

Technologytalk NEWS IN BRIEF CONNECTING THE DOTS Brands are breaking the traditional GOIBIBO PROMOTES GOCASH+ boundaries and reaching out to WITH DEEPIKA PADUKONE new frontiers in travel, all thanks Goibibo has announced the launch of its new to technology. With the advent of TV campaign with Deepika Padukone as its Artificial Intelligence, Virtual Reality, brand ambassador. The campaign highlights chatbots, blockchain, webinars, Goibibo’s e-wallet service ‘GoCash+’ and the new-age marketing techniques benefits of the ‘GoCash+’ feature on Goibibo’s and other backend technologies platform. Through the new campaign, Goibibo are driving the business of travel. aims to increase new user acquisition and As per a Skift report on top travel augment hotel market share growth. This is in trends of 2018, the purpose of line with company’s endeavour to catalyse the travel is growing with an emphasis shift from offline to online in the hotel booking on diversity and inclusion. While segment. Launched in 2017, GoCash+ is operators are bundling travel in new Goibibo’s travel booking currency which can ways, others are creating innovative be used without any restrictions on usage. and immersive experiences while Rajesh Magow, Co-founder and CEO-India digitisation is ever increasing. (Merged Entity), Goibibo, says, “Goibibo has In the wake of increased been at the forefront of product innovations smartphone usage and consumer in the online travel aggregation space and demands, hoteliers are getting GoCash+ is a great value proposition to smarter in designing their spaces increase engagement and retention amongst to serve the multitasking customer. existing and potential customers. Collaborative Hotel brands too are going beyond consumption has emerged as a concept and is overnight guest experience fast gaining speed in the Indian e-commerce and future hotels would play a segment as well.” much bigger role of acting as a community hub.

Mobile devices can predict travellers’ needs and act as real- time problem solvers. And if you to launch think that the services powered by smartphones today are much ahead blockchain-based loyalty wallet of time, get ready to see all this SIA Group’s KrisFlyer frequent-flyer programme is set to launch a world-first blockchain-based airline loyalty turn on its head with the revolution digital wallet capability that will help unlock the value that industry experts have predicted of KrisFlyer miles to enable everyday spending at retail in the coming years. partners. The new KrisFlyer digital wallet app utilising Travel companies are beginning this innovative technology is expected to be rolled out in to buy start-ups to boost their about six months. It will allow the extensive KrisFlyer innovation mechanism and avoid membership base to use ‘digital KrisFlyer miles’ for point- SOTC’s new store of-sale transactions at participating retail merchants. the upcoming threat from these offering VR experience small businesses. On the other hand, however, start-ups are reaching out in Bengaluru directly to business travellers, who SOTC Travel inaugurated its first are experienced customers and ever experiential store offering continue to guarantee big profits. Flight Shop Virtual Reality (VR) experiences There are also companies who are is now Travel Tours in Bengaluru at St. Marks Road. relying heavily on the blockchain FCM Travel Solutions has Customers can be inspired by the bandwagon, despite Facebook and rebranded its travel retail and different destinations through Google putting a ban on publicising holiday brand – ‘Flight Shop’ under a single leisure brand VR’s for real time experience of blockchain companies. However, ‘Travel Tours’. Travel Tours promises ‘unbeatable’ services SOTC's key destinations. The only time will tell if this technology both in pricing and quality to its customers across India. store comprises a digital screen materialises into cheaper, better and Shravan Gupta, Executive Director–Leisure Businesses, faster travel experiences. FCM Travel Solutions, said, “Through the rebranding, our that features video itineraries intention is to put our entire strength and expertise of both of destinations and holiday NISHA VERMA our brands – Flight Shop and Travel Tours under one.” experiences for the customer.

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Uncover Mãori legends with walking app Arataki New Zealand’s dramatic landscapes are much more than just a pretty backdrop for the Mãori people. Each tribe, or iwi, has local stories about how the mountains, rivers, lakes and hot springs in their region were created. Local landmarks are part of their whakapapa, their genealogy, seen and respected as ancestors with personalities that connect the past with the present and future. Arataki, a smartphone app just launched in Tauranga this summer, takes visitors on cultural walking trails and immerses them in the rich culture as they stroll through beautiful scenery. The Arataki app introduces visitors to Mauao, also known as Tauranga’s Mount Maunganui, a 232-metre high extinct volcanic cone that welcomes tourists when they arrive at the popular seaside city in the Bay of Plenty of New Zealand’s North Island. SITA’S robot kiosk debuts in Japan Kansai Airports, the operator of Kansai International Airport (KIX) and Osaka International Airport (ITAMI), is working with SITA on a trial of KATE – SITA’s intelligent check-in kiosk, which will autonomously move to congested areas in the airport to reduce check-in queues. The kiosk can move seamlessly to areas of the airport where additional check-in services were required. KATE’s collision avoidance technology, combined with various data sources, decides where it should be – whether at a busy area to ease congestion or to a docking station to recharge when power source runs low. The trial with KATE at Kansai will run for one month starting February at Terminal 1.

data to fuel China Southern’s growth Sabre Corporation has signed a multi-year agreement to provide Sabre’s Market Intelligence with Global Demand Data (GDD) solution to China Southern Airlines. The technology is central to providing the airline with the intelligence and data visualisation capabilities required as they continue to grow their international network. By implementing the industry leading Market Intelligence solution with proprietary GDD, China Southern now has robust information to continue its global growth trajectory in domestic Chinese and international markets. The sophisticated technology provides analysts with a single, reliable More smart gates source of market data to empower better decision making across commercial departments such as network planning, scheduling, revenue at Dubai Airport T1 management and sales. Dubai Airports, the General Directorate of Residency and Foreigners Affairs (GDRFA) and Emaratech marked the completion of the installation of new and enhanced smart gates talk at Dubai International (DXB) Terminal 1. An Technology array of 20 of the new smart gates is now fully Vikramajit EDITORIAL DESIGN operational in the arrivals area of Terminal CHAIRMAN Devika Jeet Raashi Ajmani Girdhar Peden Doma Bhutia 1 in addition to the 10 installed last year in SanJeet Shivani Kaul ADVERTISEMENT DESIGNERS departures. In total, some 127 smart gates EDITOR & PUBLISHER Nisha Verma Vikas Mandotia / Nitin Kumar are available across the entire airport reducing Amrita Ghosh PRODUCTION average transaction times from minutes to ADVERTISING Anil Kharbanda Gunjan Sabikhi under 10-15 seconds. Smart gates can identify Harshal Ashar CIRCULATION a traveller by either their passport, Emirates ID, Karishma Khanna Ashok Rana Priyanshu Wankhade e-gate card or a QR barcode. Gaganpreet Kaur Susan Eapen

Technologytalk February 2ND Fortnight Issue 2018 TRAVTALK 5 1(:621(2121( 6 TRAVTALK February 2ND Fortnight Issue 2018 Technological innovations:

KEY TO GROWTH SANDEEP DWIVEDI Revealing what makes Travelport stay ahead of its competition and the panoply of travel solutions on offer, Sandeep Dwivedi, COO, InterGlobe Technology Quotient, says the dynamics of travel industry are constantly changing.

HOW HAS THE INDUSTRY FOR distributor of Travelport in six markets across WHAT KIND OF INNOVATIONS GLOBAL DISTRIBUTION SYSTEMS Asia Pacific region, ITQ is making headway into HAS ITQ BROUGHT IN FOR CHANGED TODAY? transforming the way travel is bought and sold. ITS CUSTOMERS? Global distribution system has undergone We have emerged as a prominent aggregator of We have created history in the Indian travel massive changes in the last few decades. Once travel inventory through which travel agents commerce industry by making IndiGo considered as an aggregator of flight details, (both offline and online) can sell well-planned, booking available on Travelport. Next, is the it has become smarter, offering integrated custom made, tour packages depending on exclusive partnership that Travelport has solutions like flight, hotels, car, rail and cruise their clientele’s preference. with SecurityMetrics for the IATA certified options in one go. However, with the advent travel agents. We have also associated with of technology, this journey of technological WHAT ARE THE REQUIREMENTS OF multiple brands to make hospitality and airline innovation is just starting. In order to TRAVEL AGENTS AND HOW DO YOU choices more varied and customisable. With understand this technological shift well from the OFFER THEM WHAT THEY WANT? introduction of Travelport Merchandising user perspective, Travelport recently conducted With fraud and hacking costing the industry suite and exclusive partnership with airlines, a study - Global Traveller Survey. According to an estimated $1 billion annually and growing, we have redefined the sale of ancillary in the the survey, across 19 countries, where the use maintaining a set of security standards to airline market. of digital tools when planning, booking and combat this criminal activity is critical when experiencing a journey is booming, Indian dealing with customer credit card information. WHAT ARE THE INNOVATIONS THAT travellers are the most digitally advanced, This is why Payment Card Industry Data ITQ HAS ADOPTED WHICH MIGHT outpacing many of the world’s leading travel Security Standards (PCI DSS) have been BE A GAME CHANGER? markets. With time, our vision as a travel developed to ensure secured card payment. This year we have introduced an updated commerce and technology provider has evolved ITQ, through Travelport's partnership with version of Travelport Smartpoint 7.5 (Galileo). from Business to Business (B2B) to Business to SecurityMetrics, is helping its travel agents This version installation includes updates that Business for Customers (B2B4C) perspective. to join in the fight against cyber security by are required to maintain PCI DSS compliance. An apt example worth mentioning here is the facilitating easy PCI DSS compliance process. Travelport Merchandising Suite is the on-boarding of IndiGo on Travelport. This customisation tool consisting of three has helped us redefine the process of powerful components—aggregated booking LCCs in India. With the airlines shopping, ancillary services and rich exclusive partnership with us, we have content and branding. ITQ Financial been able to offer booking of LCC and full- (GST Compliant) and VR3 (Void, Reissue, service carriers to our travel agents in one Refund, Revalidation) are two exceptional go, who in turn can offer their customers the introductions that enable travel agencies ease of more choices without toggling between to automate their processes in financial multiple websites. accounting as well as reissuing and refunding tickets. On the WHAT KIND OF other hand, HMPR INNOVATIONS ARE (HelpMeProduceReport) helps COMING IN THE MARKET user to generate ticket issuance FOR THIS INDUSTRY? reports in detail. It can be configured to work on In travel technology, we have understood the a central machine in the agency that would then importance of offering real-time services and generate reports automatically at a specific time solutions as well as more options. As a result, and send the reports over email. Galstar and we have redefined our technology to go uAPI have been developed to ease the a step ahead and support our travel online work flow of online travel agents, partners in catering to the necessities including the agencies that are aspiring of their customers better in the shortest to go online. We also have self-booking possible time frame. ITQ and Travelport have tool and corporate booking tool, which are two been continuously innovating Wto not just highly advanced products that can streamline meet but exceed customer demands. As a work and ease management of bulk bookings. As a distributor of Travelport in six markets across Asia Pacific region, ITQ is making headway into transforming the way travel is bought and sold

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The gap between pleasing a customer through a virtual experience and a personalised real-time service is narrrowing with time. However, the amount in which it will impact customer experience, is still to be seen. EMOTIONSover INNOVAT ONS IN HOSPITALITY?

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New advancement in technology such as robot-butlers and robots for cleaning of swimming pools have really replaced humans and manpower

he world of travel is witnessing reservations in terms of rooms and restaurants, more travel advancements than OTAs have come up with various ways to reserve any other industry, right from rooms, banquets and restaurants, resulting in chatbots enabled bookings, reduction in manpower due to lesser human virtual reality experiences, interaction. Upgraded PMS and advanced options simulation to analysing customer behaviour. for hotels to create profiles that store details as T specific as previous-stay linen preferences, choice of TECHNOLOGICAL PUSH newspaper, eating preferences, etc. All prior special Hospitaliy brands around the country are adopting requests are stored and preferred leisure activities technology to enhance user experience, right kept in memory in order to gain a deeper knowledge from booking to state-of-the-art rooms with every of guests, so staff would know particularly well possible amenity for the guests’ experience. what to offer to the guests on their next stay. New Amit Kumar Singh, General Manager, The Muse advancement in technology such as robot-butlers Sarovar Portico, Kapashera, says, “The hospitality and robots for cleaning of swimming pools have industry continues to grow with the use of advanced really replaced humans and manpower. Few hotels technology to enhance guest experience, thereby have already started practising paperless check- helping increase revenue. While most hotel chains ins where guests of participating hotels store now have dedicated mobile applications for reservation details with Apple’s Touch ID finger-

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point recognition technology, which communicates via an application operated by the reception staff. Some hotels also have applications that enable guests to entirely bypass the check-in desk using a digital room key sent to the guest’s smartphone on the check-in time of day of arrival.”

Sarbendra Sarkar, Founder & Managing Director, Cygnett Hotels & Resort, talks about Cygnett’s next-gen AI driven technology engine. “It comprises several inter-meshed components that include an information rich and user-friendly website, Central Reservations System(CRS), an Online Reputation Management(ORM) and a service monitoring module all supported by powerful artificial intelligence and data analytics to understand and deliver a personalised hospitality experience to every single customer at their numerous touch points with the hotel,” he shares.

Aloft Bengaluru Cessna Business Park located in the high-tech hub of Bengaluru city is a hotspot for both savvy travellers and tech professionals. “The hotel has everything a young business traveller seeks Technological advancements include smart rooms enabling guests to control light settings, music played in the room, and even television with simple voice commands

simple voice commands. Additionally, guests can now request for services such as room cleaning, wake-up calls, laundry, in-room dining, and room check-out by merely speaking to the smart device. The guests can also manage basic room functions like browsing the internet, switching off/on lights and television with just a tap of their personal mobile phones; without downloading any apps. Our property is the first in the world to provide this app-free solution, with Web RTC technology,” he shares.

HUMAN TOUCH REMAINS KING Despite innumerable advancements being made in the technological arena, human touch would always be at the core of a hospitality experience. Agrees Sarkar, “Machines cannot provide the signature experience including tech-savvy features and a vibrant social to guests and no technology can ever replace the atmosphere. The hotel provides high-tech work human interface. Human interactions are necessary space with complimentary hi-speed wireless internet to ensure the guest’s sentiments because stay is access, entertainment amenities like plug-&-play not just about being comfortable, but also making docking stations and a one-stop connectivity solution a memorable experience with a sense of family and for multiple electronic gadgets like PDAs, cell phones home that the guest can associate the hotel with. and laptops, all linked to a 42” LCD TV and SPG Human touch is creating the service added value. keyless. SPG keyless allows the guests to use their smartphone to check into their room using the SPG In F&B department, humans play a salient role where app, which can be downloaded both on iPhone and no technological advancement can ever replace Android,” reveals Faiz Alam Ansari, Complex GM, them. Only humans can make cuisines delicious and Aloft Bengaluru Cessna Business Park. presentable. Also, it gives value to authentic local experience and an emotional connection.” Saurav Dutta, GM, Park Inn by Radisson, believes that technological advancement is a primal need Srinivas Srirangam, General Manager, Novotel to cater to the customers in the digital age. “Smart Imagica Khopoli, says, “From the booking process of rooms enable the guests to control light settings, getting automated best deals to direct mobile check- music played in the room, and even the television with ins, everything proves that technology is a bonus

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support to create a ‘wow’ factor for guests. Technology indeed compliments the human touch, but can never replace it. Guests are habituated to tech-based solutions for their travel and stay purposes. Moreover, they are accustomed to human presence during their stay. Futuristically speaking, no one would enjoy a hotel full of technology, be it artificially enhanced bots or fully automated tabs briefing you about all facilities; we are always going to need human interactions. Even with internet in the picture where physical devices are embedded with electronics and software to enable every object to connect and exchange data, our guests will always need humans to explain the functioning of these hi-tech innovations.”

He adds, “While a machine can perform various tasks even more efficiently than we can, it lacks artistry in the activity, that uniquely-human ability to cater to the needs of the individual. Its protocol may suggest one approach, but a person who is good at his/her job understands the subtleties required. Technology is developing rapidly and it would be foolish to argue otherwise, but some things remain fundamental and human presence will continue to be one of them. Today, the hospitality industry chiefly functions on a harmonious interface where humans meet technology. One cannot separate emotions from innovations.” $*(176 12 TRAVTALK February 2ND Fortnight Issue 2018

FOR A ROBUST online B2B system RezB2B Global has ventured into the India market by acquiring stakes in Travstarz Global Group. Travelrezonline.com will merge with Rezb2b.com to offer a seamless booking platform to travel agents.

ours4fun, a booking portal for global tours and hotels, packages, transfers and sightseeing, visas, travel Tactivities and subsidiary of CTRIP, has ventured insurance and forex,” says Pankaj Nagpal, Managing into India by acquiring a stake in Travstarz Global Director, Travstarz Global Group. Group. The company will continue to be led by Pankaj Nagpal and Sucheta Nagpal, founders of Travstarz as Kevin Du, CEO, RezB2B Global, adds, “In RezB2B the Managing Director and Director & CEO, respectively. we have created a perfect platform with worldwide Tours4fun has ventured into global travel B2B business inventory of tours, sightseeing and transfers over the with the launch of RezB2B Global Limited and its PANKAJ NAGPAL last 10 years and have over 10,000 global suppliers platform Rezb2b.com. Post the investment, Travstarz Managing Director on the system. With this acquisition we will merge Travstarz Global Group will merge its platform travelrezonline. content from Travstarz and RezB2B to offer all com with Rezb2b.com and will dedicatedly run the services on a single platform and will create a perfect group’s B2B business in Indian sub-continent and other B2B product with capabilities built in to automate adjoining regions. the agency processes besides being one of the best booking engines for the trade. We chose to start our “With this alliance, we will expand much faster and get B2B business from India and were looking for a strong access to latest technology, wide range of products and partner with existing presence in B2B space with global markets. We shall be merging our online platform IT capabilities and Travstarz perfectly fit our plans SUCHETA NAGPAL travelrezonline.com into Rezb2b.com and all further Director & CEO with their strong business background, the in-house developments will be jointly done by our India and Travstarz IT team and a clear vision for the future. We plan to Global IT Teams to offer an advanced and robust online acquire more companies across the globe to penetrate B2B system with best worldwide inventory of flights, the global B2B market after India.”

The Queue Ticketing solution by Riya is now the easiest way to book tickets BEST TICKETING for even non-IATA agencies. SOLUTION for travel partners

he Queue Ticketing solution by Riya is Riya also has a call centre available 24X7 to Tnow the easiest way to book tickets for attend all ticketing related needs and queries even non-IATA agencies. of clients.

Riya Travel & Tours (I) Pvt Ltd has always Manoj Samuel, Director for Riya Group aimed to provide world-class travel and says “We have automated the entire system. ticketing experience to its partners. One such Now our travel partners can independently example is their online ticketing solution, a import PNRs, check fares and issue tickets web based platform for travel partners having with a low turnaround time. In fact, now the CRS access. The Riya Queue Ticketing Portal processing time is less than 10 seconds.” is specially designed for all agencies including non-IATA agencies. The system allows the If you are currently registered with Riya travel partners to issue PNRs independently BENEFITS Travels, then you are just a phone call away so that they can keep ownership of the PNR. • 24X7 call centre with the local branch from enrolling. If you This is a complete automated process with want to register for this there are two basic • zero human intervention and provides market Get lowest available Riya Travels Fare requirements - own a Queue Ticketing competitive fares in their PNR. Riya has • MIS Reports Account is access to any CRS and airline also incorporated Amadeus as well as other • Online Accounting statement inventory access to sell segment on CRS. available CRS in India with this product. • Ticket prints with your agency logo attached Connect with the branches through their all The portal provides facility to travel partners India number 61608080. For any queries, • to issue full service carriers with their local Online seat mapping for most airlines you can reach out to the queue ticketing call

branch IATA. You get facility of seat mapping • Auto cancellation process centre at 022-66594966 or write to them at $'9(5725,$/ and auto cancellation through this platform. [email protected].

Technologytalk February 2ND Fortnight Issue 2018 TRAVTALK 13 75(1',1*12: 14 TRAVTALK February 2ND Fortnight Issue 2018 Trending tech solutions Technology in the travel world is changing rapidly, and the industry is adapting likewise. Overall it is an exciting time to see more avenues come up to identify new solutions for clients.

Technology has revolutionised the travel sector in the recent years. There are dedicated online booking engines available for all sort of worldwide product requirements. In fact, in 2018, this technological advancement will continue at much larger scale. Artificial Intelligence is one of the fastest-growing technological advancement and increasing usage of AI in travel industry is expected. Cloud computing enables sharing the services of an organisation over its firewall. Apart from the evident advantages of storing information on remote servers, cloud computing also offers a reduction of costs, more scalability as well as flexibility. We can expect more personalised and predictive service from the B2B booking system this year by enhancing the boundaries of technology. This year is expected to be one of the most crucial years for the advancement of technology in the travel industry. RAVI SINGH Director 24x7 Rooms

Virtual reality and augmented reality are the youngest technologies looking to make an impact on the travel spectrum. The tourism industry is on its way to use available technology to bridge the time between today and the inevitable VR/AR age. We believe that a first mover advantage can help to act and think differently on their products and services. TI Infotech strongly believes in innovation and our two signature products—Travel Cloud Suite and Travel Assist—have roadmaps that include constant research and development. For 2018, our team is focused on how to embrace the new market trends and bridge the gaps in the industry to bring in value to our existing and future clientele. New technologies such as AI, advanced data analytics, chatbots and blockchain are already influencing the industry’s transformation. Our product team is already exploring options to map these solutions for the travel fraternity. MEENU SACHDEVA Managing Director and Co-founder, TI Infotech

Globally, we are looking at a major transformation on travel shopping and booking behaviour of the customer. The booking systems are also getting smarter in the way they sell travel to the customer. Personalisation will be key and the system that will rule in the future will be those which can proactively approach a customer and show them travel options without any human inputs. Voice has already replaced the chatbots and this will now be used in mainstream OTA and mobile platforms. Corporate bookings will be serviced by smart self- booking systems which work with customer profiles, preferences and policies and can also manage all ancillary sales and destination content. The ownership of corporate booking tools will change hands from TMC to the corporates. Increased number of SME will be serviced by TMCs rather than OTAs or travel agencies. NDA standards is the way forward for airlines. GAURAV CHIRIPAL Chief Executive Officer QuadLabs

Technologytalk February 2ND Fortnight Issue 2018 TRAVTALK 15 67$7,67,&6 Digi-smart corporates: NEED OF THE HOUR The inclination towards technology has led to the emergence of the ‘Digi-Smart Indian Business Traveller’

ith the growing smartphone usage, internet and digital Wnetworking penetration, along with a plethora of online travel choices accessible, business travellers are using technology more than ever before. The report by FCM Travel Solutions and KPMG defines digi-smart business traveller as “a technology- empowered traveller, who leverages technological touch points and tools to minimise encumbrances in his travel journey.” DIGITAL FUTURE? Sense Being able to recognise images, sound, voice, video and other ’unstructured’ data (as well as structured data that has appeared in computer databases for years)

Think Decide what such digital data means, and doing so at light speed, based on algorithms

Act Determine what to do about insights after arriving at them

Learn Being able to continuously and automatically refine the knowledge and algorithmic models based on its interactions with digital data

KEY APPLICATIONS OF AI VIRTUAL PERSONAL ASSISTANTS A software agent performs tasks or services for an individual. These assistants set alarms, make to-do lists, enable purchase of items, etc. Some of the examples are Apple Siri, Google Assistant and Amazon Alexa.

SMART HOME DEVICES Electronics companies such as Phillips and Samsung have developed smart devices that understand users’ tastes and preferences, and accordingly attune themselves to give the desired user experience.

PURCHASE PREDICTIONS Retailers in the US, such as Amazon and Best Buy, are using AI and machine learning to predict how to stock stores and staff shifts, and to also dynamically recommend products and set prices for individual customers. 1(:$*(7(&+ 16 TRAVTALK February 2ND Fortnight Issue 2018

BIGThe power of

DATAA lot has been said about the growing sophistication of data analytics and business intelligence to engage with travellers in new ways.

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HAZEL JAIN

ata is driving a lot of businesses today across industries and travel isn’t far behind. In fact, this industry can gain substantially considering that human behaviour can be quite predictable. Increasingly, every action, every decision, every choice, and every interaction has much more data behind it so much so that leaders expect a new data era to beginD reshaping the travel industry in India. With customer demands getting more and more varied, one way to predict their behaviour is through data. Speaking about how Big Data has helped him, Vineet Budki, Founder & CEO, Guiddoo, says, “Data is critical for us so much so that six months ago, we set up a data lab in Pune. The point to note though is that while everyone thinks that acquiring data is important, correctly analysing this data is far more critical. We work with multiple distribution channels and one of the realisations that originated from this data lab was that depending on the nationality and the type of traveller, the products that they are buying from our different channels was completely different. So, if you had these data points you had the ability to process these patterns. Based on these attributes, we started empowering our people to cross-sell products that had a high chance of being sold through that channel.”

CROSS SELL AND UP-SELL Many companies, unfortunately, barely think beyond selling. But companies that have adopted technology or are born out of it are able to think of innovative and non-linear ways to sell. Ankush Nijhawan, Managing Director, Nijhawan Group & Co-founder, Travel Boutique Online (TBO), feels that not many agents cross-sell even today. “How many of you actually use data to upgrade an existing three-star traveller to a four-star? I need to think how I can up-sell a four-star category room to my customer who has asked for a three-star room. Data can also help in better negotiation because it gives you the power of information. For instance, we know that we have sold 200 air tickets between 9:45-10:00 am from Delhi into Mumbai. We have been using this data to talk to various airlines to negotiate a better price because we know that this business has been happening consistently.”

Moving away from the archetypal requirements, one way to predict customers' behaviour is through data

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The challenge is to get the right data and sort transformation now and data is certainly at the TECH IT AND LOVE IT it, so it becomes usable for the company. Jaal core of it. “As we really prepare ourselves as Shah, Group Managing Director, Travel Designer an organisation to harness data, it requires Group & Founder, RezLive.com, started out with a significant change in the culture of the a lot of data. “The challenge lies in processing it. organisation and its attitude towards data. As we become more modern, and more tools are It is not so much the responsibility of the available, it becomes easier to process the data. So, CTO or the CIO; it is about the culture having the correct set of data is important. There is that the organisation needs to adopt. subscribed data and there is some good data, which One of the things that we are “While everyone thinks is always important, because in the distribution looking at is how to access our that acquiring data is industry which is rapidly changing, forecasting is data and develop Artificial important, correctly one aspect that you really need to have an eye on. Intelligence that will analyzing this data is far That also helps you in terms of pricing the product help us provide more critical” right. Based on this, there are times when we end relevant products VINEET BUDKI up selling more Baku than Bangkok.” to customers,” Founder & CEO he says. Guiddoo FORECASTING USING PAST DATA It may sound like a conundrum, but past data ARTIFICIAL has proved to be a great tool to improve product INTELLIGENCE offerings. While Ezeego1.com has used a lot of Ezeego1.com is historical data in the past, it now has data available clearly ahead in real time. Noel Swain, Chief Operating Officer, of the data Ezeego1.com, says, “If the goal is to improve your curve. So is TBO. cross-sell of hotels to flights, you have real time Nijhawan echoes access to what the customer has just searched Swain’s thoughts “As we become more for, which is when you can start selling hotels in and says, “For me, modern, and more that destination. Basis transaction data, which big data was born tools are available, is historical data, can also indicate what he has five years ago and it becomes easier to bought in the past and what his appetite for now the time has process the data” spending is. The combination of historical data moved towards JAAL SHAH with real time data is interesting.” AI and machine Group Managing Director, Travel Designer Group & Founder, RezLive.com learning. But there are Chetan Kapoor, Research Analyst – Asia Pacific, many companies who are Phocuswright Inc, agrees. He says that there still behind the curve for is always merit in analysing past data because big data. I would request that can offer sentiment for the future. “There is everyone to consider and a reason why for years we have been analysing value their data. A company like even weather data and pattern so we know how TBO, which has so much data of the weather might be in future. The challenge all your travellers, is going to be with smaller companies and more retail-oriented used for the purpose of AI which we “Transaction data can companies is that people walk in and out of the believe can help you in servicing the also indicate what he door where data isn’t necessarily captured,” he customers better.” has bought in the past adds. Unfortunately, the prediction part is still and what his appetite missing in Indian companies. The conversion rate is the highest when you for spending is” are providing the most relevant products to NOEL SWAIN WHEN TO USE DATA? customers. This can happen only through Chief Operating Officer Data as we know has been changing significantly predictive analysis of this data. “It’s a process. We Ezeego1.com over time. RezLive.com handles a lot of data on are all used to using different types of extremely a regular basis and Shah tell us when this data divorced sets of data. The ability to really unify should be used. “I think it is important for both - that and make sense out of it and use it to benefit pre-facto or post-facto. You have a certain sense the customer is something that we are all going of historical data which is built over the years. though. We are making investments in this area You are also aware about the seasonality of this to ensure that every function in the organisation industry. I know a particular product was sold last has the ability to look at data and make sense of year. I should check if it is being searched again it, whether it is marketing or operations or even this year. If not, I need to know what is being sales,” explains Swain. “The challenge with searched this year, so I should be able to offer that smaller companies is that product,” he says. Ezeego1.com also generates a DATA FROM SOCIAL MEDIA people walk in and out of lot of consumer data in real time. Swain reveals This could be a mine of data – social behaviour and the door where data isn’t that it is going through a huge technological key words that people are talking about, whether it necessarily captured” CHETAN KAPOOR Research Analyst – Asia Pacific Phocuswright Inc It may sound like a conundrum, but past data has proved to be a great tool to improve future product offerings

Technologytalk February 2ND Fortnight Issue 2018 TRAVTALK 19 1(:$*(7(&+

is about a product or a destination. Social media has give you one sort of been critical to Guiddoo’s strategy. Budki says, “We data, in a particular often call Indian travellers ‘selfie travellers’. They format, the wholesaler want to go places where their friends and family have will have a different format, visited. But we started using it as a reverse strategy. GDSs will have another format with We said, why don’t we send these guys to places different labels. How do you bring that all other than the ones their friends went to. So, our tech together to create meaningful insights? The bigger department tracks what our customers are posting the company the more challenging it is because on social media. We can predict based on these they are so process-oriented.” factors what products might interest them.” Of course, the discussion about privacy in India is CHALLENGES still in low whispers, mostly because users here Simply put, data is not being used smartly. Like click on everything so long as they can get an extra Kapoor says, “In India, typically the larger mile out of it. Unfortunately, not many people in companies do lay emphasis on data. Companies India value privacy, especially in tiered cities. But are either on the curve or ahead of it. The challenge till the time the customer starts getting affected by remains that the data is fragmented. Airlines will security breaches, data will remain king.

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FACT FILE • A new era has emerged, which is going to be led by Artificial Intelligence and Machine Learning • Technology is the enabler and human touch is the aspect of personalisation that is becoming relevant • Conversational e-commerce is the next big wave which is going to bring disruption

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Finding innovation in

DISRUPTIONth The 5 Global Hospitality Conclave saw major players from the travel and technology sectors discuss ‘Disruptive Innovation’ and the ways in which the hospitality sector can move forward in spite of these disruptions.

KANCHAN NATH

he panel at the 5th Global Hospitality Jan Tissera, President–International, Travel Click Conclave included Rajesh says, “From the year 2000, if you look at the list of Magow, CEO, MakeMyTrip; Jan Fortune 500 companies, you realise that nearly 50 Tissera, President–International, per cent of them exist no more, and that’s a wake- Travel Click, and Kaushik up call. It’s so disruptive. If you look at the music Dasgupta, Head of Industry, Google India. Here are industry, iTunes has taken over and we no more use someT excerpts from the session: CDs. In the hospitality industry, shared economy has taken over. We also need to go back and see what ARTIFICIAL INTELLIGENCE TripAdvisor did for the industry by bringing the AND MACHINE LEARNING user reviews and making sure that our standards In the business context, the first level of disruption improved. They certainly brought in the consumer occurred in 2000 with the advent of the Internet, much closer to the operation. says Rajesh Magow, CEO, MakeMyTrip. “It was Going forward now a the beginning of the online era that disrupted “In the industry that I am in, I serve many hoteliers new era has emerged, the old, brick and mortar business. That was the across geographies. Localisation is extremely basic disruption led by technology. Over the last important in this disruptive world. We cannot get which is going to decade, different kind of disruptions have been away with the whole aspect of the human touch be led by Artificial happening within the technology space itself, which as far as hospitality is concerned. Personalisation Intelligence and could clearly be categorised as the second phase and understanding your customer is requisite. of disruption. The next level of disruption in the Technology is the enabler and human touch is the Machine Learning Internet space came with smartphones. We also aspect of personalisation that is becoming very RAJESH MAGOW CEO faced that for our existing business as the device relevant today,” Tissera adds. MakeMyTrip in question was a small screen one, and everything had to be fitted into that. The technology disruption BIG DATA AND MARKET DYNAMICS caused by this was phenomenal. Technology talent Hotels need to get smarter, and for that it is moved from desktop to mobile. Going forward now essential to understand the customer, their needs a new era has emerged, which is going to be led by and preferences. “To grow, you need to put the Artificial Intelligence and Machine Learning. That’s right product in place at the right time. Gathering going to be a new set of innovation that will happen.” business intelligence remains important. How many bookings are coming through Google or THE HUMAN TOUCH OTAs? Future information remains vital in terms While disruption can make some, it can also destroy. of demand and competitive intelligence. By doing

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In India, no matter what we do, the Internet ecosystem still does not support fast connectivity. KAUSHIK DASGUPTA Head of Industry Google, India The future of technology is, being able to talk to Artificial Intelligence. Voice is going to be the next game changer

that, all the other aspects of it will be put in place. Fourth phase is experiencing the property or holiday. Understanding the value of the consumer once they The last thing is about sharing the experience, and come into your hotel, their needs, and the aspect of this process pretty much remains about the same. the user-interface or what the touch points are of the This process has not changed in the last 50 years consumers–to me these are more important than the and will not change in the next 50. What’s changing competitors,” Tissera says. is how people are engaging with these processes. About 20 per cent of research that’s happening right INTERNET ECOSYSTEM now is over voice.” Commenting on what the data is telling us, Kaushik Dasgupta, Head of Industry, Google India, says, CONVERSATIONAL E-COMMERCE “Data is very promising and the fundamental thing is The future is, being able to talk to Artificial that innovation today could be disruption tomorrow. Intelligence. Magow says, “Voice is going to be the Fundamentally, you need to figure out what is the next game changer. There are two aspects to this, Technology is the thing that your users want. In India, no matter what first taking voice as input and giving output to it. enabler and human we do, the Internet ecosystem still does not support When you think of next 150 million users coming into fast connectivity. net or using technology, they will also be bringing in touch is the aspect of the vernacular language aspect of it. We are working personalisation. Either we can figure out it’s a challenge and go to the on two models, one is fully live now. JAN TISSERA government or service providers or wait and let the President–International ecosystem evolve or be disrupted or start working At this point of time using Alexa, but we are trying Travel Click with the partners. Best is to ensure that your to build our IP on that. With this, you can do a assets are fast enough irrespective of the Internet Red Bus booking using a vernacular language. We connectivity. So on a 2G or 3G phone, can we load have already tested that. It’s right now in three your website faster or can we develop technology vernacular languages, i.e. Hindi, Tamil and Telegu. that enables you to do so. Is that disruptive? Probably Though the response that you get now is in English, not, but it’s the need of the hour. Though five years we are trying to change that to vernacular output down the line, you might say that was disruptive.” as well. It’s a seamless booking experience till the booking is confirmed and you get a text confirming Google tries to break the travel ecosystem into the same. five different phases. Dasgupta explains, “The first phase is dreaming about travel. This could be “So, this is conversational e-commerce, and because of some social media post or seeing a lovely we think this is the next wave which is going to picture and dreaming about a holiday. come. Especially in India, given that beyond 200 million people would find English as a challenge, The second phase would be about researching— people consume vernacular content quite easily. dreaming about going to a beach and you start Hence, voice input and output would go viral in the searching for beaches. The third phase is booking, coming days. We are investing heavily on that,” either going to a GDS or calling up a hotel directly. Magow concludes.

Technologytalk February 2ND Fortnight Issue 2018 TRAVTALK 23 352'8&76 Fxkart’s digital remittance platform Fxkart unveils a new solution for its customers’ remittance requirements— Flyremit is the platform that has set to make outward remittances from India hassle-free for customers.

utward remittances from India is a lucrative of the platform, he says, “Flyremit enables a travel agent or a yet complex and regulation-heavy industry, B2B agent consolidator to directly collect package cost online says Abdul Hadi Shaikh, CEO, Fxkart.com. and have it seamlessly remitted to the DMCs account abroad O“Foreign exchange rates are still a myth to many and reducing the GST impact of multiple layers of invoicing. All customers depend on banks or forex dealers (AD Category this is done without disclosing their margins. Flyremit even II as per RBI), for all remittance requirements including has a dedicated portal for overseas Destination Management the required KYCs, forex rates, etc.” he shares. Companies and supports receivable collection for them. ABDUL HADI SHAIKH DMCs can use the Flyremit portal to raise their invoices to He claims that customers in the remittance industry face CEO travel agents in India. Flyremit’s process ensures DMCs to Fxkart.com many problems, which includes huge markups charged by track each stage of their inward payments, added with the banks and forex dealers; no transparency in remittances advantage of receiving independent remittance confirmations rates; cumbersome process for KYC verification as well (SWIFT) directly from remittance partners.” as indefinite timelines and commitments on remittance DMCs can use confirmations. Shaikh says that Flyremit can be the perfect the Flyremit Flyremit is easily customisable and can be integrated solutions to these problems. “Flyremit provides customers portal to raise seamlessly for all types of remittances for B2B travel service live remittance rates with most efficient markups. providers, hotel consolidators, tourism boards, etc to ensure Customers can be rest assured that our rates and markups their invoices smooth tracking of receivables from the Indian travel are transparent. Flyremit also provides documentation, to travel agents market. Explaining further, he says, “Flyremit is integrated which enables effortless document verification by in India with Travel Boutique Online, users of which can directly authorised remittance partners. Remittance confirmations start remitting from their TBO portals without the need for generated by our remittance partners are reflected in real- a separate login. We are expanding our integrations and time to the customers,” he reveals. Listing other benefits shortly will be available on all consolidator platforms.” %22.,1*6 24 TRAVTALK February 2ND Fortnight Issue 2018

Reinventing To choose to travel is an emotional call and this decision is being assisted with technology. Chatbots are supporting travel agencies in customer interaction while VR is bridging the gap between the product and its actual purchase. REALITY ANKITA SAXENA

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xperiences are the currency of the while embedding more into services and platforms travel industry and communicating that consumers interact on everyday will ultimately these experiences with ease is benefit the industry. The messaging economy is an the new age demand of travellers. area, which we think contains incredibly important A 2017 report by Sabre Labs— evolutionary features for the travel industry.” Emerging Technology in Travel, states, “In the travel andE technology industry, one of the key ways we see However, Roy also believes that though Chatbots automation playing out is in the rise of bots that serve continue to grow in the industry, human effort is as digital personal agents, designed to act on behalf required to give them functionality and with precise of a traveller, responding to passive or active inputs. task automation, bots will be accurately able to Agents have already embraced automation in a really identify scenarios where consumers want or need to Chatbot intelligence will powerful way through algorithms that automate carry out an action. facilitate and simplify price monitoring, deal finding, etc. These tools help the booking process with expedite the manual work of itinerary building. Next Nishant Kashikar, Country Manager, India & Gulf, direct interface Tourism Australia adds, “Chatbots have the potential generation automation can help with even more of NISHANT KASHIKAR the ground work, taking care of a greater share of to transform travel, especially in the customer Country Manager, the itinerary building for routine kind of travel, and service space. Chatbot intelligence will facilitate India & Gulf, Tourism Australia doing a better job of filtering down to viable itinerary and simplify the booking process with direct options to save agents time.” interface for travellers through a virtual assistant. This will certainly help travel companies reduce According to Forbes, Chatbots will be responsible for cost of customer acquisition, improve response cost savings of over $8 billion annually by 2022, up time, and enhance service levels. Chatbots need not from $20 million in 2017. necessarily replace humans, but they will bridge the gap between brands and consumers in ways that no Reshmi Roy, India Business Lead, Skyscanner other marketing platform has been able to do before.” India, says, “Skyscanner is proud to have been an early entrant and pioneer in the exciting world SIMULATING REALITY of bots, messaging and conversational search. In Though Virtual Reality (VR) finds its genesis in February 2016 we became the first travel search film production and gaming industry, the level of engine to create a skill for Amazon’s Alexa voice awareness of VR’s increasing capabilities outside service. In May 2016, we were also the first travel these domains is still growing and in its infancy. search to create and launch a bot for Facebook’s However, there is evidence that consumers can Skyscanner is a Messenger platform. In August 2016, we pioneered already see the potential of VR and how it can be used pioneer in the world of the first group chat travel search bot in collaboration in a practical sense to discover travel. Mark Irwin, bots, messaging and with Skype for the new Skype Bots platform and in Senior Marketing Manager—Brand Engagement, conversational search May 2017 we launched our first artificial intelligence VisitScotland, believes that VR is a great way to RESHMI ROY skill for Microsoft’s Cortana.” inspire people to come visit a destination and helps India Business Lead Skyscanner India to give a flavour of the variety of attractions on offer. Roy explains that conversational tools have He points out that choosing a holiday destination become platforms to which travellers have become is largely based on emotion and the way visitors accustomed for interaction and bookings and access information about Scotland has changed bots have started shaping themselves as solution dramatically in recent years. “We know that over providers for problems frequently encountered by 60 per cent of people search for their next holiday travel companies. As chatbots have more interactions destination on their mobile and giving someone a with customers, they learn from each conversation. virtual reality experience of a destination is a great She elaborates, being the next tier in the evolution of way to incite that emotion during those ‘I want to personal assistants, bots can handle a broad range of get away moments.’” tasks depending on the domain they are used in. With an innovative technology, bots are an instrumental ScotlandVR is a virtual travel experience which mode of making travel a seamless and an effective allows the user, wherever they are in the world, to experience. Starting from providing information to be immersed in Scotland’s incredible attractions the customer or providing solutions to immediate through stunning 360 video and imagery. Freely The interactive content problems, bots provide an engaged consumer service. downloadable from the Google Play and Apple Stores, can inspire those They can solve queries, give recommendations, ScotlandVR can be experienced in 3D with a Google initiate transactions and have casual interactions, cardboard headset or in 360 degree view in phone thinking about making thereby having a direct impact on brand affinity for mode. “With ScotlandVR, you can walk through the a trip to Scotland the consumer. pre-historic village of Skara Brae, soar over the MARK IRWIN Senior Marketing Manager—Brand Forth Bridge or Edinburgh Castle, travel through the Engagement, VisitScotland She says, “The gap between looking and booking Hollow Mountain of Ben Cruachan and experience air fares is being reduced and simplified. The flight the Glenfinnan Viaduct and Falkirk Wheel. The ticket search being made intuitive and user-friendly interactive content can inspire those thinking about

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Some companies use digital media to engage consumers as a forum for feedback while some use this kind of outreach to provide more customised services

making a trip to Scotland, giving them that final as a strong advertising tool as it offers a near-real nudge to come and experience Scotland firsthand for experience to the potential travellers prior to the themselves,” he says. purchase and helps them plan their journey in a more seamless, interactive, and simple way. He says, “The Kashikar, further explains that this technology VR technology will potentially improve customer makes it possible to layer digital enhancements satisfaction levels, as the gap between what’s over an existing reality. He feels that VR serves promoted and the actual experience narrows down significantly. Tourism Australia effectively used cutting-edge Virtual Reality (VR) and 360-degree technology for its campaign ‘There’s Nothing Like Australia.’ The campaign helped to raise Australia’s GOOD TO KNOW awareness and aspiration among our target audience. We also shared Google Cardboards, with VisitScotland also opened the first ever #ScotSpirit our Key Distribution Partners and used Samsung Instagram Travel Agency at London which allowed travellers Gear VR head-sets for major consumer and trade to build their own holidays to the destination based entirely events as well as face to face training programmes.” around other people’s photographs. Upon arrival, Instagram inspiration was delivered via a floor-to-ceiling screen A potential customer can be virtually walked displaying hundreds of Instagram photos of Scotland. At this state-of-the-art picture wall, visitors selected their through the whole check-in process, and end up favourite ‘#ScotSpirit’ Instagram images of Scotland’s sights, on the balcony of their virtual room, taking in the restaurants, experiences and more. The knowledgeable staff actual view they would see if they were to take a trip then used customer’s cherry-picked Instagram pictures to to a particular destination. “This ‘take me there’, curate their perfect Scottish holiday suggested itinerary. or a ‘first-person experience’ can be a powerful motivator in consumer decision making process. It will also help to influence the client’s apprehensions as they will be confident to book a particular service, based on their VR experience,” adds Kashikar.

Identifying the challenges in implementing VR in tourism businesses, Kashikar points out that in the short term, the cost of technology, including on- location filming, production, VR gear, etc could be a potential deterrent. “However, this could be offset against the perceived benefits arising out of the overall customer experience,” he adds.

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Webinars are a great way to reach out to the audience. This electronic classroom is indeed a great platform to exchange updates and knowledge

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Seminars without BORDERS While a webinar cannot offer the personal interaction that characterises workshops, it can reach more people spread over huge geographies.

HAZEL JAIN

raining using technology can cut down human effort by almost half. That is the beauty of technology. While the travel industry has dragged its feet for long in accepting technology to give their business an advantage, some companies have started using it in some little way. These below instances of five companies exemplify how webinars can Tprove to be an effective tool for the travel industry. INTERNET MOGULS Avijit Arya, Founder, Internet Moghuls, has been conducting webinars on a regular basis since 2015 – at least one webinar every month. From 2018, they have been doing one every single week. He says, “It is a concept which has not been utilised yet in India. Webinars are a great way to reach out to your audience and this electronic classroom is indeed a great platform to exchange updates and knowledge. We have over 1,02,000 people who subscribe to my weekly updates, webinars are repeated, and recordings are emailed and posted on my Facebook page.”

This, Arya says, works well in the long run and you see results after doing it regularly for years. “Our aim is to give to our busy audience only the all-you-need-to-know in one hour every week. You need to have a strong database for sending out e-mailers for registrations. The registration number might be high but you cannot expect all to attend. You need to create a buzz on the internet through social media and a good software to conduct the webinar. Get good practice on it before the actual day to avoid any untoward incident,” Arya says, adding that the aim is to give value to the audience whose time is precious. “A webinar doesn't work alone; it needs to be part of your overall social media strategy. But I’m having so much fun doing this,” he enthuses.

SABRE Sabre has been conducting webinars for its clients and partners for many years now. This platform is used to further engage with stakeholders and share information about new products, innovations and key industry topics. Speaking about how this has helped the company, Todd Arthur, Vice President, Sabre Travel Network Asia Pacific, says, “Webinars that discuss issues affecting the industry generate more reactions from participants. For example, webinars that discuss industry mandates generate phenomenal response from participants. Agents, on the other hand, are generally interested in product-focused webinars that help to explain how they address specific challenges.”

According to Arthur, webinars get only 25-30 per cent of those who initially register. “India being such a vast country, webinars are a strategic way to share information at a

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TECH IT AND LOVE IT

“You need to create a buzz on the internet through social media and software to conduct the webinar.” AVIJIT ARYA Founder Internet Moghuls

“Webinars that discuss Product presentations through webinars have a higher reach issues affecting the industry generate more reactions from participants.” as participants can easily access them from their office TODD ARTHUR Vice President Sabre Travel Network Asia Pacific low cost. The key to executing a successful webinar to empower an industry. TravelGyaan conducts is to provide relevant, timely and interesting training programmes and webinars. “Training is my content and to ensure that it is generated with the area of expertise. I started this company because collaboration of a reliable and experienced partner, I realised that there was a huge vacuum in terms who will make it easy for participants to both of product knowledge. For instance, when NTOs register and attend the webinar,” Arthur says. conduct training for the trade, they have limited invites and only one or two members from each BLUE SQUARE CONSULTANTS agency can attend and the information doesn’t “Product presentations Blue Square Consultants conducted its first-ever percolate down to the entire department,” she adds. through webinars have a webinar in 2014 for Tourism, mainly to higher reach as participants reach out to agents who they had not met through TravelGyaan has conducted webinars for all kinds can easily access them.” LUBAINA SHEERAZI their roadshows and update them with the latest of products – hotels, NTOs, airlines, DMCs. Its online COO offerings. Around 800 travel agents across various training includes webinars which is in real-time as Blue Square Consultants metros, Tier-II and III cities in India participated in well as e-learning which is done through modules that webinar. “This is a huge number to address just which has no interaction. in an hour. After the success of Oman, we conducted a webinar for Seychelles last year. We were able to JUMEIRAH GROUP reach out to more than 850 agents across India and One of UAE’s biggest hotel chain recently successfully convey how Seychelles is different from conducted its first webinar that focused on its UAE other island destinations,” says Lubaina Sheerazi, properties. The webinar brought together over 500 “I started this company COO, Blue Square Consultants. travel agents from different parts of India at one because I realised that there go. Speaking about it is Nadia Beaulieu, Director, was a huge vacuum in terms Product presentations done through webinars Market Sales (Dubai Commercial Cluster), of product knowledge.” have a higher reach and value as participants can Jumeirah Group, who says, “The interactive NIKITA RAWTANI Director easily access the presentation from their office session enhanced our understanding of the Indian TravelGyaan without having to travel, she adds. They can also market. It essentially served as a platform for us archive the session for future reference. Another to educate the travel and trade industry about the benefit, Shirazi adds, of conducting webinars is various offerings in our properties across Dubai. that participants invest time to attend only if they We will conduct more such focused webinars in are genuinely interested. Over the years, webinars 2018 as we believe it helps us connect with a huge have also helped us to generate leads and identify audience at once.” potential partners,” she claims. The webinar served as a platform to not only “Since India is our largest TRAVELGYAAN strengthen its relationships with the travel fraternity source market, the webinar allowed us to push newer TravelGyaan has been conducting webinars for but also to understand the demands of Indian properties in this market the industry and working towards evolving the travelers from their perspective. “Since India is the NADIA BEAULIEU entire travel industry. With a strong background of largest source market for our Dubai properties, the Director, Market Sales Jumeirah Group training and marketing behind her, Nikita Rawtani, webinar allowed us to push properties we hope will Director, TravelGyaan, believes it is the best way interest the Indian market,” Beaulieu adds.

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Technology & business

GO TOGETHER RAKSHIT DESAI Rakshit Desai, Managing Director, FCM Travel Solutions, talks about the changing needs of business travellers and how technology can be used to transform their travel experience.

t's an interesting era for business travel. of the early emerging themes, trends, more recent developments in encryption In the past couple of years, a major shift technological developments and topics of capabilities come with Blockchain.” has been witnessed in the way hotel and interest for the industry.” airlineI bookings are done, from the traditional ADVANTAGE POINT to smart self booking systems. Navigating About the key findings of the whitepaper, Elaborating on the advantages of employing in any destination has also been simplified he says, “We are seeing some interesting technology in travel, Desai says, “For the using new technologies powered by artificial developments in areas like new technology customer, there are price advantages as it’s intelligence, chatbots and blockchain. adoption. self-booking tools, travel more efficient to serve them and therefore, analytics, artificial intelligence and economies of scale can be passed on. It ADAPT NEW TECHNOLOGY sharing economy services, are not only means more control because you have fast- FCM and KPMG have released an analytical here to stay but hold myriad and exciting tracked access to information, almost real- whitepaper titled, ‘The Digi-Smart Indian possibilities for the future. There are early time information availability. That gives you Business Traveller’, which offers insights indicators of potential applications for greater deal of control and flexibility in the into disrupting technologies in the travel Artificial Intelligence technologies and way you manage your business.” industry. Desai says, “This includes some Machine Learning capabilities. Some of the PROSPECT 2018 Self-booking tools, travel analytics, AI and economy Desai says 2017 was a blockbuster year for them. “We have delivered record growth services, hold exciting possibilities for the future rates and business volumes. New Year 2018 has started on a positive note and we remain optimistic about our growth prospects. We are looking to bring SAM to India, it’s a global tool with Artificial Intelligence capabilities and predictive handling capabilities. Equally, we are building a suit of products and services that could provide similar capabilities to Indian travellers at Indian price points as well.”

PROLIFERATION OF CHOICE $ On disruptors and disruption, Desai concludes, “Mobility is not a disruption. What’s happening is the proliferation of choice in terms of the products and services that you can consume, but also the channels through which you can interact with service $ providers. Then we moved into a web-based interface, most of us had to be in office since we did not have Internet access. Mobile basically takes that one step further, wherein you can make use of the time in transit. What’s happened is that a lot of the service providers and technology builders have started to build interfaces $ that work on a 4 or 5-inch screen. What we will get better at is more customisation and personalisation in recognising individual travellers. Between Face ID and biometrics, you will not have to go through your normal check-in procedures.”

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ALOK MITTAL Decoding DIGITAL LENDING Digital lending is set to revolutionise business by enabling travel agencies to get easier access to credit.

ravel agencies, being has customised products, which Tasset-light business cater travel agencies working have always been financially capital requirements like on time underserved. Traditional lenders BSP settlement, bulk bookings, ask for collaterals and never- supplier settlements against ending financial documentation, corporate invoices, etc. which are seldom available. Today, with the digital outreach There is overdraft limit wherein a and government’s initiatives travel agency can setup a virtual like Adhaar, we get a platform limit and use it to clear their for new age fintech companies supplier payments. They can use like Indifi to offer digital lending, it whenever they want and just which is much more transparent, pay for the number of days they fast and helps travel agencies to use it for. Also, we offer term grow their business with easier loan based on their transactions access to credit. with travel aggregators with easy repayment process and Digital lending analyses their monthly instalments. With invoice business transactions with discounting, travel agencies can aggregators like TBO, Riya, Yatra, get upto 90 per cent instant value Via and Uniglobe and offers of their unpaid invoices from them access to credit based on B2B clients and pay back when those transactions. Indifi with its their client pays. With instant custom loan products for travel money, Indifi offers pre-approved agencies offers up to `10 lakh offers to select travel agencies without any need of financial based on their transactions with documentation and up to `50 travel aggregators to settle BSP lakh with financial documents. dues or book tickets or wallet Indifi’s custom travel loan offering top-ups. Being digital, the entire gives travel agencies access to process is completely online multiple lenders, which gives without having any need to visit them a better chance of getting anywhere realising paperless access to credit at a competitive and presence-less credit. The rate and all this while keeping process is completely transparent the complete customer journey and without any hidden charges with the company. Digital lending or complications normally enables us to offer customised associated with loans. product for travel agencies, which helps them to manage their The author is Alok Mittal, working capital efficiently. Indifi Co-founder and CEO, Indifi. February 2ND Fortnight Issue 2018 TRAVTALK 35 36 TRAVTALK February 2ND Fortnight Issue 2018