Vol. XXXII Issue 8; April 2nd fortnight i­­ssue 2020 A DDP PUBLICATION Pages : 24 ` 20/- com ddppl.com TravTalkIndia. Scan & Share

Relooking at tourism exports...... 03 IATO postpones election...... 20 Insurance to take priority now.... 13 Sharpen your skills online...... 22 TravelNevada hosts webinars...... 14 PATA takes measures...... 24 ‘Extend credit if not cash’ Ministry of Civil Aviation (MoCA) has urged airlines to give credit to passengers in lieu of bookings made before the implementation of the initial 21-day nationwide lockdown in case they cannot refund the customers’ money. A decision on resuming operations, both domestic and international, is still awaited.

Nisha Verma either. So, it has become quite in case the airline is not able to evacuation of passengers, Puri will be safe in other countries, complex. Hence, the DGCA has give him cash. That can be done says that they will be looking and then we can think of open- he lockdown in the country issued some guidelines, say- by the airline either in terms of a at resuming international flight ing international operations on a Thas brought people’s travel ing that firstly, all cancellation operations on a case-by-case case-by-case basis,” he says. plans to a standstill. International charges should not be levied basis after the lockdown is and domestic flight operations over. They will be looking at Domestic operations have been suspended, and since We have issued which countries these flights are Domestic airlines, too, are un- flights are not taking off, people coming from. “After the lock- clear on the course of action go- are being forced to cancel or re- clear advisory to down, we will be considering ing forward. “What the airlines schedule their tickets. A number all the airlines and the resumption of flights on do as part of their contingency of airlines have been charging a case-by-case basis. Even planning and prepare for the fu- Hardeep Singh Puri most of them are customers for such cancellation Minister of State (I/C) flights that will bring Indians ture is entirely up to them and or rescheduling. Addressing the Civil Aviation following it back would not be allowed to there is no directive from us. I issue at hand, Hardeep Singh come until the lockdown is am optimistic and I am hoping Puri, Minister of State (I/C), Civil throws more light on the situ- – Hardeep Singh Puri lifted,” he shares. that operations begin in a cali- Pradeep Singh Kharola Aviation, has said, “We have is- ation and says, “For bookings Secretary, Ministry of Civil Aviation brated manner,” says Kharola, sued clear advisory to all the made earlier, money has already and as far as possible, the To this, Kharola adds that there asserting that it is really up to airlines regarding the same and come to the airline. Sometimes, airlines should also try to re- were restrictions on interna- the airline; "they have to judge most of the airlines are following travel agents have different schedule the tickets so that credit form or a voucher or some tional flights arriving from dif- the situation and take bookings," it by giving credit because the dealings with airlines and have those who cannot travel now electronic system. ferent destinations even before he comments. bookings have been done.” paid the airlines, and they also can do so subsequently.” He the lockdown. “Even after the give a credit period to passen- adds that in case a passenger is International operations lockdown is over, the govern- With the lockdown extended to Pradeep Singh Kharola, Sec- gers. In that case, the money not able to travel to a destination, On the issue of restarting ment has to examine and take a May 3, resumption of flights retary, Ministry of Civil Aviation, hasn’t come to the travel agent he gets credit for that amount international operations for holistic view of when conditions could be further delayed. For the industry, by the industry Taking knowledge sharing to a new level, TRAVTALK Digital Conclave – India’s first virtual tourism conclave – received an overwhelming response with over 6,000 attendees for its three sessions. It helped answer some key questions.

TT Bureau dustries in a post-COVID world. Session-I focused on ‘When The second session was on The conclave, divided into three will inbound bounce back? the subject ‘Outbound tourism: eld on April 7, 2020, the sessions, focused on inbound, What actions can tour Weathering the storm and gear- ism Board) and Deepak Rawat man Billa (Director, Technical Hfirst-ever Digital domestic and outbound tourism. operators take in the inter- ing up for better days’. (Senior Vice President, Interna- Cooperation and Silk Road Conclave had some of the most im?’ Speakers for this ses- tional Markets – MakeMyTrip). Development – UNWTO), eminent stakeholders of the The speakers, experts in their sion included Rupinder Brar Speakers for this session Kapil Kaul (CEO, India & tourism industry on-board to respective fields, hailed from the (ADG – Ministry of Tourism), included experts like Tricia Session-III focused on ‘Coro- ME – CAPA) and Naveen discuss present circumstances government and the trade, in- Himmat Anand (Founder – Warwick (APMEA Director navirus – A small roadblock or Kundu (Managing Director - under the COVID-19 outbreak, cluding tour operators, hoteliers, Tree of Life Resorts & Hotels) – VisitBritain), GB Srithar (Re- a major disrupter for the tour- EbixCash Travel & Holidays), while also delving on the future NTOs, OTAs, international tour- and Homa Mistry (CEO – Trail gional Director, India, Middle East ism industry?’ This session sharing their expert advice with of the tourism and hospitality in- ism bodies and travel tycoons. Blazer Tours). & South Asia – Singapore Tour- had industry experts like Su- the travel trade.

BULLETIN Relooking at tourism exports Federation of Associations in Indian Tourism and Hospitality (FAITH) had an urgent meeting with Ministry of Commerce, where they discussed measures that could be taken on tourism exports. Deferment of statutory liabilities was also suggested.

Nisha Verma nesses running. Thus, FAITH transfer to affected employees Vice Chairmen of the Tourism also has urged the Ministry of and a national legislative tour- Committees of CII, ASSO- n the meeting, FAITH rep- Commerce to request Piyush ism task force of Central and CHAM & FICCI for the meet- Iresentatives mulled over Goyal, who is the Minister of state governments. ing along with the Presidents measures on tourism exports, Commerce and Industries, to of the concerned FAITH which included rating the SEIS take up the concerns regarding “FAITH has also requested ESI member associations (HAI, @ 10% and crediting it imme- funds to be used for compen- Indian Association of Tour diately on the basis of previous sating employees as ‘stay at Operators, Federation of Ho- financial year, deemed export home’ is a forced and manda- tel & Restaurant Associations status, SEIS on gross forex tory curative medical need to of India, ATOAI, ICPB, ITTA, earnings, zero rating of tour- fight the virus. We have also IHHA, ADTOI, Travel Agents ism exports & GST refunds requested PF coverage of all Association of India, TAFI). to tourists, strategic focus on tourism travel & hospitality M!CE sector, EPCG on tourist employees as under the PM “FAITH and its board of vehicles and relaxing export the survival and support of the Rozgar Pradhan Yojana,” the directors are deeply thankful to obligations, among others. whole tourism travel & hospi- statement read. Ministry of Commerce for their tality industry with the PM.” support to the Indian tourism, In an official communica- FAITH has also shared ex- travel & hospitality industry,” tion released by FAITH, it was These include deferment of all amples from the US & UK, the statement concluded. stated, “Most of the tourism statutory liabilities, setting up Thailand and Indonesia where enterprises support their in- a COVID-19 tourism relief fund salary support, tax exemption frastructure (hard and soft) for interest-free 10-year work- and stimulation of domestic FAITH on Twitter by managing different tourist ing capital loan for salaries travel is being extended by FAITH has opened its seasons. As all global source and establishment costs, in- governments for tourism, travel Twitter account and will lev- markets are hit, it will be do- crease of banking moratorium & hospitality. The parent as- erage its collective strength mestic business of India which period to 12 months without sociation had requested and across India for connecting will keep India tourism busi- any interest or for direct benefit was joined by the Chairmen/ with policy makers through that route as well. The temporary background pro- Worldometer is a reference website that provides counters and real-time file on their page reads: ‘The clock is ticking for Indian statistics for diverse topics. It was launched in 2008 and has gained popularity Tourism. The time for policy during the COVID-19 pandemic. It is available in 34 languages. relief is now.' GUESTCOLUMN An open letter to IATA Seema Luthra, Founder & Managing Partner at Travel Metrics, has written an VIEWPOINT open letter to Alexandre de Juniac, Director General and CEO, International Air Transport Association (IATA), in response to his open letter to the travel agent Safe India to Save India community wherein it was mentioned that the solution for ticket refunds shall be credit vouchers instead of cash refunds. The letter reads as below: hough India’s inbound tourism is expected to Tbe the first to bounce back from the impact of Dear Mr Juniac, cash refunds is fine, but what if rienced this when I booked a COVID-19, the disappearance of the disease alone With reference to your open let- the issuing airline goes bankrupt ticket through an Indian OTA will not help the sector rise from the ashes. While ter, I would like to say that it is in or passenger does not wish to fly and received an email from the business losses are a given, survival will be the new times such as these that the in- the same airline? Would these be airline (IATA member airline) dustry needs leadership.The air- transferrable to other airlines? immediately after my flight mantra, driven by a two-pronged strategy. The first line industry has a domino effect Please confirm. landed, inviting me to book di- will be a collaboration between the government and on the related service industries rect on their own website for my Seema did a good job; she was“ checking with us while the private sector in painting the image of a safe India – hotels, tour operators, ground 2. The credit shells/vouchers are next flight.The airline had preparing. Her sincere efforts to travel to, ensuring that countries across the world handlers, travel agents, and other permitted by the Indian Govern- my email ID as a mandatory will be appreciated by the hear of India’s resounding success in fighting the service providers to the industry ment, but as an optional tool and requirement for booking. trade fraternity.” disease. The second, and a more exhaustive strategy, and the entire economy at large. not a default practice. Please It’s a vast ecosystem and airlines refer: Civil Aviation Require- This was given in good faith Applaud Seema for this.” would be identifying international markets and are not alone in this crisis. ments, Section 3 – Air Transport, by the OTA, so I could be noti- “ consumer segments that are willing to travel, while Crisis is a big problem, Series ‘M’, Part II, amended on fied about any flight delays and but“ many problems are packaging tourism products that are more wellness- There are a few striking 27.2.19. Honestly, your mem- cancellations. Not for direct self-created.” driven or experience-based. What’s left to see though differences of great relevance, ber airlines have completely marketing by your members. Is She is right and justified. is how far this move will be able to fill the vacuum which you have neither men- disregarded the guidance of the this an ethical and fair business tioned nor elaborated practice? Which industry can Ideally,“ TAAI, ANS, TAFI, should created by loss in FTAs at India’s heritage sites. thrive if the principals compete come in to safeguard the The rest of the interests of travel agencies.” a) Airlines are receiving and will with their distributors? It is can- receive financial bailout from world also needs to pay nibalisation at its best. You are Most importantly, IATA always their respective country govern- salaries and take care of speaking about default rates demanded“ money on time and A silver lining ments. Have they not accounted among travel agents. What if the even if there was disruption/ fixed costs not just your delay for a day, they would uch uncertain times call for innovative measures to for your creditors while seeking airlines default? It has happened these bailouts? Please share member airlines before, and no one compensates blacklist an agent immediately. Shelp industries and people cope. While international the details. the hapless travel agent. Cer- Now, when it is payback time tourism is presently in a state of retreat, the best course Indian Government for years and tainly not IATA. and IATA is being tested, it has resorted to an arbitrary decision of action may be to first brace the impact, then start b) Airlines may be seeking vol- have been continuously follow- that’s hurting millions of travel again at the beginning towards recovery and finally, ume discounts from their ven- ing a self-centred commercial Sir, the rest of the world also agents and customers.” redefine products that would cater to the changed dors like lessors, airports, cater- policy, which is anti-travel agent needs to pay salaries and take Strong emotional response; face of tourism. The virus outbreak has already given ers, GDSs, etc. What are the cost and anti-passenger as well. care of fixed costs not just your benefits from these discounts? You can confirm the same with member airlines. I request you it’s“ coming to bad karma now a boost to armchair travel and internet-based meetings Please disclose. each airline that which of these to ask your member airlines for the airlines. The problem – signs that there exist several opportunities in the post- civil aviation requirements are to introspect and contemplate is that agents worry about COVID world. A lockdown may be the best time to think c) Oil is at an all-time low and complied by them. their motives and not come speaking up individually and associations are political, of what the post-crisis traveller could demand, and while it’s true that one third of down heavily with high-handed and it’s hard to raise your how eco-friendly travel and customer-centric strategies the global fleet is grounded but 3. What about the back-end in- unilateral measures. They have voice against your sponsors. two-third is not. It is also highly centives your member airlines not been with us through the accompanied by heightened safety and hygiene checks Associations must stop unlikely that oil will go back to committed to pay whole sellers/ good times and have used sponsorships from all kinds of need to be dealt with. its original levels. Hence, there is consolidators? Will you be pay- every crisis to further their suppliers to avoid conflict a direct positive impact to cash ing these through vouchers? If own agenda. of interest. It will send flow for a considerable time yes, when? Do you have any a very strong message. The in future. Please quantify this idea how late each member air- Please come up with a plan for government needs to speak COVID, the influencer positive impact. line pays these incentives? The recovery and true collaboration, to the airlines.” airlines have destroyed the travel which is sustainable and ensures he COVID-19 crisis may have altered tourism’s The media can play a d) Airline operating performance agency distribution models, that all stakeholders have a fair big“ role.” Ttrajectory. Experts believe that influenced by the is based on ASK and RASK. cribbed about high distribution chance of survival. ecological balance the virus has restored, sustainable Fleet on ground reduces both. costs without providing a viable There is logic in this letter. Credit“ vouchers are better.” travel and carbon budgeting may be the new norms As far as cash exiting more than alternative. Why does paying (The views expressed are the of travel. On the other hand, airlines may need to coming in, it’s the same situation a commission to a sales agent author’s own. The publication may IATA credit vouchers are with your creditors including your and a fee to a GDS hurt your or may not subscribe to the same.) “ stimulate markets to fill flights or reduce fares, agents required to be valid for passengers. Some of them may member airlines so much? Why any airline.” may have to chalk out more value-centric strategies not even survive the losses from can’t your member airlines than cost-centric, and travel companies may have this crisis. treat this cost as any other cost “A remarkable and befitting of doing business? reply to IATA. I only wish if travel to regroup to determine the behavioural change in agents were ever united in India, travellers. Travel start-ups may just come out with Hence, I would say that you are this would change the world not doing your best. Online Travel Agencies have flying colours, providing tech-based solutions to of our industry. I have always been dealt with suspicion and maintained that airlines are not clients. That said, fear of the unknown still exists and Let’s look at the specifics: given unfair step motherly treat- Seema Luthra our partners.” Founder & Managing Partner only time will tell how things pan out. 1. Giving vouchers in lieu of ment. I have personally expe- Travel Metrics

Vikramajit Editorial Advertising Advertising (Mumbai) MUMBAI: Devika Jeet Suchita Saran TRAVTALK is a publication of DDP Publications Private Limited. information contained in this publication which is provided The publisher assumes no responsibility for returning any 504, Marine Chambers, 43, New Marine Lines, Chairman Nisha Verma Nikhil Jeet Branch Manager All information in TRAVTALK is derived from sources, which we for general use, and may not be appropriate for the read- material solicited or unsolicited nor is he responsible for Hazel Jain Director Opp. SNDT College, Mumbai - 400 020, India, Manas Dwivedi Harshal Ashar consider reliable and a sincere effort is made to report ac- ers’ particular circumstances. Contents of this publication material lost or damaged. Ph.: +91-22-22070129; 22070130 SanJeet Arumita Gupta General Manager Senior Manager curate information. It is passed on to our readers without are copyright. No part of TRAVTALK or any part of the contents Editor & Publisher Smitha Kulshreshth Priyanshu Wankhade any responsibility on our part. The publisher regret that he thereof may be reproduced, stored in retrieval system This publication is not meant to be an endorsement of any MIDDLE EAST: Desk Editor Jatin Sahni Manager Advertising Durga Das Publications Middle East (FZE) Senior Manager cannot accept liability for errors and omissions contained in or transmitted in any form without the permission of the specific product or services offered. The publisher reserves Susan Eapen Z1-02, PO Box: 9348, Saif Zone, Sharjah, UAE Tripti Mehta Gaganpreet Kaur Sr. executive – Sales & marketing this publication, however caused. Similarly, opinions/views publication in writing. The same rule applies when there the right to refuse, withdraw, amend or otherwise deal with Asst. Editor Manager Ph.:+971-6-5528954, Fax: +971-6-5528956 Vikas Mandotia / Nitin Kumar expressed by third parties in abstract and/or in interviews is a copyright or the article is taken from another publica- all advertisements without explanation. Advertisement Designers are not necessarily shared by TRAVTALK. However, we wish to tion. An exemption is hereby granted for the extracts used TRAVTALK is printed, published and edited by SanJeet on behalf advice our readers that one or more recognised authorities for the purpose of fair review, provided two copies of the All advertisements must comply with the Indian and Inter- of DDP Publications Pvt. Ltd., printed at Modest Print Pack Pvt. Design: Nityanand Misra Ltd., C-52, DDA Sheds Okhla Industrial Area, Phase-I, New Sudhir Mudgal may hold different views than those reported. Material used same publication are sent to us for our records. Publications national Advertisements Code. The publisher will not be Delhi-110020 and published at 72, Todarmal Road, in this publication is intended for information purpose only. reproducing material either in part or in whole, without per- liable for any damage or loss caused by delayed publication, Production: Anil Kharbanda New Delhi - 110 001 error or failure of an advertisement to appear. CIN: U22210DL2012PTC230432 Circulation: Ashok Rana Readers are advised to seek specific advice before acting on mission could face legal action. Ph.:+91-11-23234177 GUESTCOLUMN APRIL 2ND FORTNIGHT ISSUE 2020 TRAVTALK 5

‘Let’s persevere through this’ IATO estimates loss of US$85 billion Sandeep Dwivedi, COO, InterGlobe Technology Quotient, feels that with the government in hotel, aviation and backing collective pleas of airlines and being rigorously involved in finding a way out, the tourism sector aviation industry is being offered practical and feasible solutions. Around 1200 tourists assisted through s Benjamin Franklin running and this sudden blow and even helping install sys- pected and unforeseen abrupt simplifications of the system. 'Stranded in India' portal Asaid, ‘Out of adversity becomes bearable. tems online for agents to work developments in the industry, Understanding the value of th comes opportunity’; we are smoothly from home. In addi- including extended and/or lim- time at hand, we are extending till 9 April blessed to be in a time when InterGlobe Technology Quotient tion, following these sudden ited travel beyond domestic services by providing relevant the entire nation can stay (ITQ) is taking every precaution developments, we are provid- boundaries and airlines. trainings to both our agents Agents to get full updated, find solutions and and acting responsibly in this ing handy Travelport Smart- and employees. refund from Singapore lead a change at remarkable troubled time with the employ- point hacks such as refunds Our association with and ser- & Lufthansa Airlines velocity. It is true that no one ees operating from home and using linear entry to make vices for agents is perpetual; It is our humble request to person or agency can create being frequently updated of transacting easier and swifter the community and industry Travel agents should a revival plan for an industry the ongoing status - they are for our agents. as a whole to stay strong and issue refunds when as vast as travel, especially abreast with latest develop- Our industry is in keep innovating, for there is no airlines pay them: TAAI with what we are witnessing ments and are constantly com- We are on the edge, serving a dire need of collective better time to show strength today. Our industry, therefore, municating the same to our agents by resolving queries in unity and power in persever- IRCTC suspends is in a dire need of collective community of travel agents. and recording apprehensions endeavours aimed at ance than now. booking of privately-run endeavours aimed at revival, and issues for future in order revival, and innovations Tejas Express trains till and innovations to sail through Being a company for travel in- to accommodate the same in th these troubled waters. With dustry and by travel industry, our system, if adversity wors- to sail through these (The views expressed are the 30 April author’s own. The publication may Government of India backing ITQ urges businesses across ens or for when it smoothens troubled waters or may not subscribe to the same.) collective pleas of airlines industry to stay strong, es- out. On priority, we are taking IATA allows agents and rigorously involved in pecially for employees who all necessary actions to pre- to make payment finding a way out, we are have supported businesses pare ourselves and our system we are constantly making the settlements later receiving practical and and helped them grow. Let us for managing any probable process easier whether it is without penalties feasible solutions. not allow these times to lead to or unexpected requirements consolidating and creating a job cuts and pay cuts, as far as smoothly. Our innovation tracker of airline refund and DEX Aviation Hopefully, Government of possible. Further, teams at ITQ team is constantly involved in cancellation policies due to appointed all-India GSA India will also extend finan- are providing 24x7 support to preparing for a future beyond COVID-19 for our agents or Sandeep Dwivedi for Alitalia cial support so that at least travel agents for reissue and COVID-19, developing systems mapping the way forward with Chief Operating Officer back-office solutions keep cancellation of flight bookings, to accommodate both ex- smart modifications in and InterGlobe Technology Quotient Develop homestays in India India should follow in the footsteps of countries like Malaysia, Germany and Britain, and develop more and better homestays for a more local and budget-friendly experience, believes Om Prakash, Director, InORBIT Tours. Such homestays could be supervised by the tourism ministry for cleanliness, hygiene, etc. ndian hotels are out-priced by our accommodations are marketed fices. The price is also fixed by of agriculture, study of cottage Ineighbouring countries such as Hosts may provide room with by travel agents who have local tourist authorities. Even the industries and rural development. Thailand, Malaysia, Sri Lanka and breakfast (optional) at extra cost published colourful brochures. sales and marketing is handled even Singapore. As a result, we Even the British Tourism by tourist offices in Germany v Ministry of Tourism should lose out on inbound budget tour- Extend facility to rural India Authority Office is taking full and through travel trade in other encourage travel agents in India for specialised subjects ists. I have had the personal expe- interest and involved in countries. This provides confi- and abroad to offer homestays to rience of staying in homestays in MOT to encourage travel agents marketing these homestays. dence and security to interna- their clients visiting India. countries such as Malaysia, Ger- to offer homestays to clients tional guests. Most of the fami- many, Britain and Thailand. I expe- In Thailand, ‘farmstays’ are lies spare one or two rooms in v Ministry of Tourism should A nodal agency to supervise rienced friendly hosts and the stay becoming popular and a large their apartment and provide appoint a nodal agency to super- marketing and enlisting of hosts provided a rich cultural exchange breakfast and meals if needed, vise the marketing and enlisting of and created long-lasting friend- on extra payment. homestay hosts after full inspec- ships. In fact, we exchange greet- Ministry of Tourism tion of the facilities, hygiene and ings with most of the hosts and homestays holiday packages for their famous trade fairs and ex- should appoint a nodal My recommendations to the reasonable cost offers. love to get an opportunity to stay international students with the co- hibitions, which attract from one Ministry of Tourism are: with the same hosts whenever operation of travel agents and tour lakh to seven lakh visitors from all agency to supervise the possible. All these countries offer operators. They also offer language over the world at one time. Such v Homestays should be marketing and enlisting (The views expressed are the homestays, which are endorsed and leadership courses to encour- arrangements are available in all of homestay hosts after introduced on an all-India basis author’s own. The publication may by their tourism ministry, keeping age tourists to stay longer. Such major trade fair cities of Germany in all the major cities of India. or may not subscribe to the same.) with the standards of cleanliness focused stays range from seven such as Hannover, Düsseldorf, full inspection of the Homestay hosts should provide and safety. days to seven months and cost Cologne, Frankfurt and Munich, facilities a clean and exclusive room to about RM 4,000 (about `50,000) and are handled by the local guests with breakfast (optional) at As per the recent report published onwards. The entire homestay tourist offices. extra cost. The stay can be short by the tourism ministry of Malay- project is under the supervision of number of international tourists or long, with special emphasis sia, ‘Tourists love homestays’. Ministry of Tourism of Malaysia. Britain has developed this facil- stay for long in the countryside. on safety. Homestays in Malaysia are popular ity not only in major cities like Some of them offer agriculture with visitors and in some regions Germany pioneered and encour- London, Birmingham, Oxford study programmes, too. The v Homestay facility can also they are fully booked throughout aged homestays to meet the and Liverpool, but also farm- homes are inspected and ap- be offered in rural India for spe- Om Prakash the year. Malaysia has developed demands of business visitors to stays in the countryside. These proved by the local tourist of- cialised subjects such as study Director, InORBIT Tours 6 TRAVTALK APRIL 2ND FORTNIGHT ISSUE 2020 DIGITALCONCLAVE Revival means 'Re-engineer, During the first-ever TRAVTALK Digital Conclave and its crucial session on ‘Coronavirus: A small roadblock or a major disrupter for the tourism industry’, eminent speakers put forward their views on how to fight the deadly pandemic and explore means for revival. It is also equally important to prepare for the post-COVID era, they shared.

Manas Dwivedi important thing to realise is that months, with the next six months most of the governments are of aggressive bids to attract fly- eadin g the way in brain- stressed for cash. Another as- ers. We feel that for airlines, Lstorming was Suman Billa, pect of COVID-19 is that its im- it will almost take a year to Director, Technical Cooperation pact is very staggered. It will take recover and normalise the & Silk Route Development, UN- time for the world to completely situation, that too if we are WTO along with Kapil Kaul, CEO get rid of COVID-19. There will very optimistic and factor in & Director, CAPA South Asia and be travel restrictions in a phased favourable circumstances,” Naveen Kundu, Managing Direc- manner. “We also need to lever- Kaul explained. tor, EbixCash Travel & Holidays. age institutional funding and debt tourism mechanism. The private need government support in With an agenda to find work- mechanism. India should con- sector needs to come together terms of a bailout package for Will the face of tourism able solutions for the present sider tourism as a priority sec- and redefine, realign and reen- revival,” he said. change? and strategies for the future, the tor for relief and job retention,” ergise the entire industry. I don’t According to Billa, session was well-attended and Billa said. think we need to rely on any ex- Kaul added that if the crisis con- tourism is not all three speakers elaborated on ternal factors. What’s most im- tinues for a longer duration, we new ideas for the industry and portant is to understand the be- will have a smaller, shrinking how travel and tourism can con- Three things to havioural change,” he explained. industry, possibly some exits tribute so everyone comes out of look at as well. “We might see consoli- the crisis collectively. v How tourism can become The way forward dation in the market and the a vehicle for sustainable Talking about future plans of his repair would begin thereafter,” Tackling the crisis development company, Kundu said, “We are he shared. According to Billa, the challenge not going to stop on our acquisi- v Evolving beyond the Kapil Kaul the world is facing with COV- tions. Considering what has hap- Revival strategy CEO & Director ID-19 is unprecedented. “Most economic costs pened right now, there will be a A revival strategy depends on CAPA South Asia of the problem is fear of the un- v Need to consider carbon lot of consolidation. The market how much longer the lockdown known. At UNWTO, we would be budgeting at the destina- will shrink. There will be a lot of stays and the way it is lifted, looking to work on getting tour- tion level players who would want us to said Kaul. “I am more concerned going to be the same again in According to Kundu, every travel ism on track as soon as possible handle or manage their business. about the transition from a lock- the post COVID-19 era. “There agency, to survive, must now since there will be issues of cash down to healthy operations. will not be business as usual. reengineer itself and redefine its flows and job retention, while Time to reboot Ultimately, there is a demand de- Tourism will now rebuild and product line. “They cannot do also looking at ways to sustain Analysing the revival plan for the A sketch of times struction. Nobody knows wheth- regrow with more emphasis on the business they were doing the industry in the near future, tourism industry post the crisis, to come er people will fly or not, when sustainability and a strategy on earlier. Airlines will stop giving ensuring liquidity for companies, Kundu said that there will be a they will fly or where they will how tourism can help the planet commissions completely. It’s working cash problems, making lot of behavioural change in the v Future will witness fly to. And with social distancing and not take away more from a question of survival now. To sure that people do not lose jobs industry including a complete behavioural changes in and other challenges coming up, it. This means that tourists will stimulate demand, agents may and ensuring that there are fair price realignment for every industry patterns it will be difficult for airlines. They be looking at shorter trips, zero need to take various measures. arrangements for consumers,” tourism product. He said that v Price realignment of might feel it is better for them to food miles and local communi- There’s going to be no commis- he said. post-COVID, rationalisation and tourism products will ground planes to conserve cash. ties. There will be an ideological sion for them. For hotels, where consolidation will become im- take place globally Choosing the routes to fly will be shift in the way we look at things. the average room rate is going to Steps that countries are taking portant. “Ebix has always been v Consolidation in the a big challenge. How will things More and more countries have fall down, you cannot be passing Many countries around the world bullish about the Indian market. industry and a shrunk get normal and what will be the already started looking at how have come up with holistic relief Post COVID-19, there will be market size in terms of cost for that?” he questioned. tourism can become a vehicle packages for the tourism indus- a complete paradigm shift in supply chain for sustainable development. The Post COVID-19, try. Spain has committed 460 the industry, which will create When the situation normalises, way the tourism industry organ- airlines will have to million Euros for tourism. The a consolidation opportunity for airlines may have to stimulate ises itself has to now work on us. We will be looking at special- I see it as an opportunity for us; flyers with offers to fill in seats the pillar of sustainability. We will come up with attrac- interest acquisition over the next the market has suddenly opened also be looking at that from more tive packages to make one year and will continue the for us actually.” than just an economic point of passengers fly. It will way we have progressed in the Takeaways view,” he explained. Indian market. Among the travel The future of tourism will now v Need to rationalise almost take a year to sectors, I believe M!CE will be be experience-driven rather than number of travel agents According to a UNWTO analysis, recover and normalise the first one to bounce back,” attraction or sightseeing-based. v Associations need to COVID-19 may cost tourism the situation, if we are he said. There will be a complete para- take on members seven years of growth and it digm shift. will take a long time for the very optimistic and v Airlines exiting markets “We must regroup and figure out industry to regain the same expected factor in favourable what this behavioural change is Tough time for aviation growth level as achieved in going to be because it is going Sharing his analysis on the pre- v Need to relook at the recent times. According to circumstances to drive the sent situation, Kaul claimed that entire value chain Billa, the solution is: whichever – Kapil Kaul entire it will almost take a year for the country is proactive, quicker off aviation industry to function the block, will be able to get the hotel commissions. The busi- normally, that too if conditions quickly. “Post COVID-19, air- market share post the COVID-19 ness of a travel agency is going remained optimistic. “We have lines will have to come up with crisis. The global tourism de- to be more product-focused, an entire aviation and global attractive packages to make mand will not be the same again. more experience-focused. The aerospace industry shut down passengers fly. They will have to A strong public-private partner- product will not be cost-centric, right now and almost 800 airlines stimulate the market and indulge ship will help the industry. “To it is going to be value-centric. globally at near-zero capacity. in lower fare regime, attractive my mind, all the B2B events, The sooner the travel fraternity in Same goes with large OEMs like pricing. It will do another damage roadshows must be supported India realigns its businesses, the Suman Billa Boeing and Airbus; they are also to them since they will already by the government in a big way,” better it will be for them. Every Director, Technical Cooperation & Silk Route Development, UNWTO facing major shutdowns. Airlines have faced a challenge for six he added. large travel agency has to come DIGITALCONCLAVE APRIL 2ND FORTNIGHT ISSUE 2020 TRAVTALK 7 realign and rationalise' out of the business of credit reckon that we have a lot of travel think, we need to completely, re- mediate loss. But airlines will must be supported by the gov- for 45 million jobs in India, I reck- because that is what is putting agents in the country. Larger and orient ourselves, I think, wellness include wide body and narrow ernment in a big way. Prejudices on that a large part of that may stress on airlines,” he said. better travel companies get com- tourism is a big opportunity for body aircrafts in their plans. for certain countries with whom be challenged if we do not come promised due to that. I think all India. There will be a lot of people The reorientation of distribution India did not used to do business back to where we were. According to Kaul, there will be the associations put together who would want to come to India through online is going to con- has to be removed. Whoever consolidation across the travel have to go the government and to rejuvenate. In the short term, I tinue and this challenge prompt brings tourists, economic value Q: What impact will COVID-19 and aviation sectors. “We have say you cannot give us a tour- believe the government needs to airlines to sale directly on inter- to the country is good for us. have on M!CE? too many travel agents, I don’t ism regulatory authority but at come forward and show a lot of net, on their website. As airlines Response from Kundu: In the think some of them can even least give us a tourism regula- marketing efforts to create B2B look to restructure, they will According to all the esteemed M!CE sector, what was happen- be called travel agents. I think, tory council where we can cre- opportunities for people since have really less resources and speakers, the government will ing will keep happening; people before we talk about what their ate an entry barrier for travel the whole world will be scram- cash to handle. I don’t think the not shy away from handhold- will keep having meetings digi- business model is, we need a companies. Unless and until you bling for markets which gets distribution will change. It will ing the industry but beyond tally. But, M!CE is one industry lesser number of travel agents. create entry level system in the opened up first. We need to be remain the same. It’s with travel that time has come for some that is never going to die down Somewhere, the associations industry for a travel company, it very aggressive and first of the agents to evolve, how much they very hard thinking to take place. because it’s completely expe- need to relook at their member- block. From UNWTO’s point of innovate and provide more value Travel agencies need to look at riential. There will be a price ship. The change must start view, it will take almost 7 years to the travellers. Entire ticketing their choices and reprioritise. realignment of tourism prod- by rationalising the number of An uncertainty to come back where we are.” business for a period of time will Government has to step in and ucts globally. Initially, prices will travel agents in the country. for tourism is how have to be relooked." support them. Hopefully, tourism come down for a while and then There should be stricter norms long this crisis will Tourism will get back on will come out stronger and better they will stabilise. to be a travel agent, otherwise track soon Future of travel start-ups? after this phase is over. there will be less entry barriers last. Social distancing Kundu feels that 180 days from Analysing the situation, Billa Travel has to be made cheaper, in the industry and we’ll have is going to continue, March 1st, things will start getting said, out of all travel subsidiar- Trade seeks answers and but agents should not be sell- travel agents who keep spoiling normalised. “It’s not going to be ies, the products and portal opinions ing cheaper tickets anymore. the industry. Travel trade asso- because of which normalised, but people will move. which can provide required Answering the queries of at- The first thing that will recover ciations must relook at whether restaurants, meetings, Once the vaccination comes in, it possible solutions to the indus- tendees, all speakers shared a in tourism will be M!CE. People they need so many travel agents. conferences will get will be business as normal. We try are going to do well. Such detailed blueprint of the situation will have to get their groups to- You can’t have thousands and need to evolve ourselves. We travel start-ups will rise, espe- and suggested ways to tackle it. gether. People will try to create an thousands of travel agents. affected. I am need to become the growth driv- cially the tech-based companies optimistic view about their busi- That’s not going to work. There optimistic there will ers for the industry,” he said. are expected to do well. These Q: What is going to be the new nesses. They will have to begin is a possibility that there would companies will bring solution for code of conduct for the industry? M!CE movement on a particular be no airline commissions or be a solution Impact on domestic the travel industry. Response from Billa: An un- platform. There may not be large GDS commissions may drop (If – Suman Billa aviation market certainty for tourism is how trips, but it will definitely be a NDC comes into effect in June) Kaul feel that domestic aviation How can we beat this virus? long this crisis will last. Social complete readjustment, primarily for travel agents in the recovery is difficult for the entire industry will kickstart first. “It will start According to all the three speak- distancing is for sure going to within India because India is an phase post COVID-19 crisis. You to transform. We need to use this earlier and come back to normal ers, the industry needs to put its continue, because of which res- ideal place for M!CE. Why send may need to take that call earlier period to consolidate the indus- operations very soon. Airports act together. Everyone needs taurants, meetings, conferences our groups outside? Of course, to avoid taking drastic measures try, shrink the size of the travel like Changi have taken a decision to work very closely with the will get affected. Notwithstand- we don’t have large infrastruc- suddenly. I urge TAAI, TAFI to companies and the business has to lockdown for 18 months. The government. When everything ing, I am optimistic that there will ture available, but M!CE will look at their membership and to come back. revival of international aviation is is linked up together, there is be something which will come come back and this will throw restrict the qualification to be a going to be more challenging as greater synergy. The most im- out to resolve this. The big chal- up a long-term opportunity travel agent,” he said. Kaul says that airlines need compared to domestic. The in- lenge is going to be that what for us to develop and speed- government support in terms of dustry globally will need to right- kind of business will do better in up infrastructure development A plan of action for a bailout package at the earliest size. Some of the Indian routes The private the short term. in India. Cost realignment travel agents so that they can support travel may be having volumes and load sector needs to come is practical and very important for Billa says that they should en- agents and continue working factors to 80-90 per cent but it To my mind, for a country like this industry. gage and utilise the time sig- closely with them. “Most airlines doesn’t make any money for together and redefine, India, we will have to fall back nificant amount of rethinking. almost have no cash flow or no them. So, possibly, some airlines realign and reenergise strongly on domestic tourism. “I think, that’s a million-dollar excess cash reserves. The reviv- will suspend operations to India the entire industry. For inbound tourism, there will be question. There is no doubt that al of airlines posts COVID-19 cri- temporarily. So, non-profit routes fear for people to come to India. the value chains will get ration- sis must be conditional based on are likely to be closed.” I don’t think we need Every country will lift travel re- alised and optimised. We closely international best practices. They to rely on any external strictions at a different level, need to look at the value propo- need to have the cash for 2-3 Airline merger possibilities? depending on their respective sition we bring to the table and months to function efficiently. Kaul says that at this stage, he factors. It is important level of progression in com- see how that value will drive our The global value chair across all is very sure there will be merg- to understand bating the pandemic. systems into the future. I don’t sector is going to be remodelled. ers. "The consolidation we see the behavioural have a solution, but I know that The agents should look at how is perhaps some airline exit- The second point is how we there will be a significant amount they can sharpen and improve ing the market. Airlines might change look at wellness and yoga of rethinking. The government their products, " he said. close some non-profit routes," – Naveen Kundu tourism. There is going to be will of course work to support he adds. a whole lot of interest around businesses. The underlining is Are India’s tourist source portant thing during this time self-care after all the trauma the going to be that what value you market going to change? Relooking at distribution channel is that we don’t lose consumer world has gone through. The big- bring to the table and if you can Billa feels that India cannot com- Travel industry is going to confidence. The mantra is to gest challenge is how to sustain protect that value and enhance pletely rely on the traditional bounce back, the only ques- have a concerted approach the sector itself. Tourism is go- it, there is nothing that can take markets. “I think for now, we tions is when? How much time towards issues and the govern- ing to be extremely your business away.” need to think, whoever brings it takes? Kaul says, "In the long ment, private sector and every- challenging. If in business to the industry is term, India will need flights one else comes together to fight we account Kundu feels that the entire model good for us. It will also depend to US, UK and other far away this virus. of Indian tourism business must on travel restrictions and regular countries. I think the short-term be redefined and reengineered. “I flight operations coming back. I impact will be to cover the im- There is a need to be extremely focused and extremely aggres- sive in the marketing approach when the situation normalises. ForwardKeys reveals that between March 30 and April 5, international airline A strong public private partner- Naveen Kundu seat capacity fell to just 23% of what it was in the first week of April last year. Just ship is what will help. All the Managing Director 10 mn seats were still in service, to facilitate essential travel. B2B events, roadshows EbixCash Travel & Holidays 8 TRAVTALK APRIL 2ND FORTNIGHT ISSUE 2020 DIGITALCONCLAVE Can inbound really rebound TRAVTALK Digital Conclave session on ‘When will inbound bounce back? What action can tour operators take in the interim?’ brought to the fore concerns of tour operators, hoteliers and even the MOT. In addition, it saw the forthrightness of the industry to come out of this crisis and work towards a better future, while making sure that businesses survive.

guesstimate that about 50 per later, it won’t be of any use. the country and whatever they see that interestingly, countries country can consider the fact Nisha Verma cent of the workforce will be laid spent, 50 per cent of that mar- in South America, like Brazil, can that if we are still a very face-to- Our immediate need is to sur- off in some way or the other in keting cost was paid by the gov- be a promising market, as well face or human-driven hospital- vive, but then we have basic Opening Remarks Q1 and Q2, and I think a slow ernment. If something like this is as a country like Japan, which ity industry. Perhaps these are problems, day-to-day issues, Rupinder Brar recovery or slow re-employment re-introduced, all of us will imme- is in emergency mode today. the strengths that we should be that are really hurting our cash ADG, Ministry of Tourism will happen Q3 onwards. diately start travelling to promote Hence, we need to re-align our leveraging on in coming times. flow. We have paid a lot -of ad the destination, as we would ven before COVID-19 struck promotions and marketing cam- However, that doesn’t mean it Coming to government assis- vances to the airlines. We have know our costs are being sub- us, there has been a dia- paigns. We are still in the mid- is going to be an easy journey tance, for which everybody is ticketed, but unfortunately, eve- E sidised. We would do the right logue about should we only be dle of the crisis and Q2 would clamouring, I think in all fair- rything closed in one day and the marketing because now, health focusing on the famous Golden require us to sit down on the ness, this virus has hit every Foreign Tour Operators (FTOs) We are still in the and wellness tourism is what is Triangle in India or go beyond drawing board and work towards industry and it’s only a matter of are refusing to pay that amount going to be sold in the future. to showcase so many other re-aligning some of our market- middle of the crisis degree as to which industry has because we did not let them products across the country. We ing plans. What is going to come and Q2 would require been hit harder. It would be na- come. The airlines are now say- need to look at the paradigm of in handy at this time is the Global us to sit down on the ïve for any of us to think that the ing that there will be no cancella- New marketing what people are looking for in Media Plan that we worked out in government will come out and tion charges, provided the same tourism, especially the millen- November-December last year, drawing board and dole big money, as they don’t client travels. This indirectly strategy and profiling nials, and do we have different which focused on the need to ex- work on re-aligning have the capacity and have other means that they are not return- of travellers offerings in terms of adventure, pand our footprint. We've already priorities, like the under- ing what we had given to them. Rupinder Brar sports, yoga, meditation and started our campaign in Latam. some of our marketing privileged,etc. There are losses on airlines, We are thinking of including other immersive experiences. We have even identified some plans. What is going there are losses on all advances some key industry members as countries from Africa, where the I think, the medical support that we have given for safaris to come in handy at we work on the data plans, be- The COVID-19 crisis has cre- campaign will be featured. system is also taking a lot of cause it’s them who really drive ated a lot of challenges at the this time is the Global finances from the government, If we do not get the business and we can be economic level for the countries The Ministry would need many and so I don’t really see any ma- Media Plan there to support or take inputs. that are going through lockdown, inputs from the industry, includ- jor help coming in dole-outs from oxygen at the right A lot of homework is required on including our own. Hence, to get ing the kind of products that – Rupinder Brar the government. time, I can assure all a few aspects. the markets back, to speed up on we should be pitching in these a relatively discretionary spend- markets and the segments within because the impact is no less Then, there are questions that of you that many of my ing component which tourism is, those markets that we should be than a World War situation, and hoteliers have to answer. We colleagues and people Then, I think the oxygen will would get a bit more challenging looking at. I have been working the only difference apart from are talking of social distancing, from the industry will come to domestic tourism and for us. When we look at data, we closely with my social media the bloodshed is that we are hence, we should think how ser- then around Q4, we will get team and we are studying trends. all common in our fight against vices can be provided from a dis- lose their jobs, even inbound from other countries. COVID-19. Still, this could result tance, what will the new norms of though the employer Therefore, we need to work While we are using tech- in new visa regimes, countries the industry be and if spas would on the metrics of the impact of nology in a big way coming up with new norms on still operate. We should think of doesn’t want that COVID-19 in different countries at this time, there the kind of medical certifica- what will happen to wellness and to happen to identify markets and also see would be a slight tions one may require travel- Ayurveda centres? Would guests in those countries what kind of 'going back to the ling across borders. Hence, we – Homa Mistry disposable income is available, basics' move- need to be focused on the vari- which age bracket is willing to ment, where ous country moods and look at This could result in MP and Ranthambore, which travel and accordingly, pitch the technology de- our promotions and marketing in new visa regimes, are very expensive. Now, we marketing plans to those coun- tox is already plans accordingly in the coming won’t get those advances back. tries. We were already thinking picking up. months. Hopefully, by Q4, we countries coming Hence, it’s a double whammy for of using different marketing In this situ- should be looking at bouncing up with new norms us. We don’t have the business, ideas instead of only doing travel ation, may back in at least some of the mar- on the kind of medi- plus we are paying for the can- marts, because some of the trav- be India kets, if not all of them. cellations. I think this is where el marts have been in existence as a cal certifications one the government can step in and for a long time and they probably Himmat Anand may require travelling help us with either the airlines need a different take in terms of Founder – Tree of Life or the safari bookings or the the products that we are carry- Resorts & Hotels across borders luxury train bookings, where our ing because India has developed In our industry, layoffs and – Rupinder Brar money is caught. a lot over the years. Hence, we salary cuts are a given need to be more creative in our and will happen. Howev- still go there? Hence, I think the New methods and offerings and now, of course, we er, this will depend on industry must grapple with these out-of-the-box ideas will be pushed to do that. individual hotels and situations rather than worry about individual manage- the loss of jobs, the loss of busi- Homa Mistry Addressing ment companies ness, etc. Whenever there is a difficult industry issues to see with how situation, the Indian tour operator Rupinder Brar much compassion Homa Mistry manages to bring the business as CEO – Trail Blazer Tours they can handle per the requirement of that time. Indeed, the first issue is of sur- it looking at their If we do not get oxygen at the Hence, we are quite positive that vival because when we survive, financial stabil- right time, I can assure all of you Rupinder Brar when it happens, we will be able only then can the next phase of ADG, Ministry of Tourism ity. However, I that many of my colleagues and to bring back the clients, but for building back and repositioning people from the industry will lose that also we will require support happen. A lot of the support that their jobs, even though the em- from the government. is being looked for either con- The Indian Association of Tour Operators (IATO) estimates that the hotel, ployer doesn’t want that to hap- cerns the Ministry of Finance pen. This is the time when we Earlier, there used to be a or the Ministry of Civil Aviation, aviation and tourism sectors may incur loss of about US$85 billion due to travel want a little bit of empathy and Section 35(B), wherein when which are the domain ministries restrictions imposed on foreign tourists. oxygen for survival. If it is given tour operators went outside for these issues. We’ve already DIGITALCONCLAVE APRIL 2ND FORTNIGHT ISSUE 2020 TRAVTALK 9 in the fourth quarter? had some dialogues at different best for whoever has applied for as a country really well, that it- levels. The Tourism Minister it, but a large part can get cov- self would have created a huge has already met the Finance ered just by changing it from 7 messaging because just like Minister. We are open to receiv- to 10%. It will help us with cash we are studying other coun- ing more requests and would flow to take us through these tries, they are studying us. continuously be taking them few months that lie ahead of us. up at the Central government Homa Mistry and state government levels, Apart from that, at many forums, The only thing we want to focus because the number of permits people are saying that there is a on is that while the salaries will and licence fee & levies are in huge opportunity for domestic dialogue with the concerned min- they would still be welcoming go down, we want the kitchen the domain of the state govern- and therefore, inbound opera- istry officials to steer this through. guests with a garland, some- fires of our staff to keep burning. ments. Regarding Section 35 tors can do domestic. However, thing they have been doing for We will reduce the salaries, but (B), I would say that since these I would like to differ over here Hotels: Coping with last 30 years. Would the new we want all of them to sur- are challenging times, we are because over the years, it has layoffs and change welcome be with a mask? Now, open to looking at ideas that can of operations sanitisers and masks are going work. I am sure we can work far to become a part of in-room more proactively on some of the We are talking Himmat Anand amenities. They should think suggestions on how to keep the of social distancing, I’ve always been a firm believer of methods to dispose them industry going, even if it limps that extreme situations require off every second day. I think back to normalcy. hence, we should extreme actions to counter them. the industry must start look- think how services You cannot pussyfoot at this ing at these factors. Things Help from the can be provided from time and if you do, you will go like elevators in 100-200- government is vital under. Hence, I think if hotels room hotels have to be a distance, what cannot manage their cash flows looked into. Homa Mistry will the new norms for the next 3-6 months, and I We are looking forward to the say that with a lot of responsibil- I firmly believe that -tour government helping us come of the industry be ity, I don’t think we should wait ism is not going to be out from this situation. Apart and if spas would for the government to step in. It about monuments any- from that, SEIS is very important will take a lot of time and by that more, but about tourism still operate Himmat Anand and we have already worked for time the crisis would probably products. For the next 1-2 Founder – Tree of Life Resorts & Hotels it. We know we are going to get – Himmat Anand be over. years, tourism is going to it, but if instead of 7% it can be be about how safe am I go- made 10%, that 3% will help us become very professional. The Hence, we should help our- ing to be to travel to your coun- pared to other destinations. We a lot to give out salaries. It is main vertical is tourism, but selves. The question is - do try or to your city. Hence, all our I guesstimate need to dovetail that thought inbound, outbound, domestic, you all want to sink or you promotions and way forwards process with our tourism M!CE, wellness and adventure must first be from a human safe- that about 50 per cent product campaign. are different things. It’s just not ty point of view, in perception of the workforce will It’s a double possible that an inbound guy and reality. Thus, we have do the be laid off in some I would also recommend that all can just jump in and do do- whammy for us. job on the ground and then we of us in the country must speak way or other in Q1 mestic. It’s very special- We don’t have the go to the next steps of business the same language, including ised and a separate seg- losses, etc. I don’t see any major and Q2 and I think a hotels, MOT, tour operators, and ment. Domestic is huge business, plus we debate on that. travel agents. MOT should come slow recovery, or a and it should be promot- are paying for the up with a template that could in- ed, but for an inbound We have been locked down for slow re-employment corporate this thought process cancellations. I think operator to suddenly do two months; it is difficult for will happen from Q3 of being safer compared to other domestic is difficult. this is where the me to pay the salary. Do I let countries on COVID-19, with Rupinder Brar my whole business close or onwards our tourism product. Let’s move government can step do I lay off, or do I at least give away from promoting monu- – Himmat Anand This is already in the list of in and help us everyone a fighting chance that ments. Let’s talk about our open proposals, although we have after six months, they have the spaces, vastness of the country, – Homa Mistry not given a huge list. We had option to come back? However, vive, and that is the only oxygen mountains, adventure tours, etc. shortlisted things which this is each to their own, and we want right now. We will to- Also, through MOT, we should seemed more critical and want to give people a sort everybody has to take their own gether sort out every problem, but insist that every state government I am sure we will be of floating chance that af- decision on this. right now, we need the support of come up with a tourism campaign happy to re-send it ter 5-6 months, when things the government. of its own in print, TV and Social and re-enter get normal, that they can What will turn the Himmat Anand Media, elaborating on the vast- the come back. industry around? ness of what their state offers. Rupinder Brar We are an over-crowded coun- This will create a feel-good factor Apart from that, hotels will try and our healthcare system for the country because only a have to re-define standards New markets and advertising is not up to the mark. Hence, few states like Kerala, Rajasthan, of service. The standard the right products will be the when we see it from a tour- MP and a few others have dedi- operating procedures of focus for MOT. A narrative we ism point of view, these two cated tourism campaigns. This most hotels will have to will need to build in our promo- things go against us. On the will create a positive impact on go out the window for tional campaigns, at least for a positive, compared to other the international market. now. They’ll have to do couple of years, is that India is countries, COVID-19 has not more of multi-tasking. safe in terms of the COVID-19 taken a huge toll on India as it Staff distancing could impact. That kind of subtle and has elsewhere, and I think the be considered, and ho- direct messaging will be re- country has moved very quickly Closing Remark Homa Mistry tels will have to see if quired in the coming times. into trying to keep it as low as CEO – Trail Blazer Tours Rupinder Brar possible. We should not just I would just end this with a Hopefully, the number of talk of tourism in the traditional phrase that ‘If the world is a COVID-19 cases in India does way, but promote the fact that cold place, let’s build fires’. Let’s Ministry of Tourism is doing a series of webinars titled ‘Dekho Apna Desh’, not escalate much. If we can re- India has contained the virus work together and I am sure which would provide information on the many destinations and the sheer depth ally contain the numbers, and if spread very well and that we will come out of it stronger and expanse of the culture and heritage of Incredible India. we can handle this whole crisis we are much safer as com- and better. 10 TRAVTALK APRIL 2ND FORTNIGHT ISSUE 2020 DIGITALCONCLAVE Crossing borders: Expect new This session of TRAVTALK Digital Conclave looked at how travelling beyond borders might look like in the near future and why travel agents will become the de facto experts on all things outbound. As many as 2,186 participants had logged in for this session, which delved on strategizing now to implement later.

Hazel Jain cutlery is cleaned on planes, the CAPA India on international travel way carpets are cleaned in hotel hese are unprecedented rooms – everything will change. International travel will be very complex because it is highly times. We are living in cir- COVID-19 will definitely change T unlikely that there will be a coordinated lifting of restrictions. cumstances that are not unlike the way we behave,” she says. Instead, passengers are likely to be faced with continually a World War – where every changing regulations on entry and transit conditions depending country is facing war-like condi- Living and travelling with COV- on their nationality and recent travel history, often introduced tions. The second session of the ID-19 will usher in new norms with no advance notice in response to new local outbreaks of virtual seminar that TRAVTALK con- and protocols which will be COVID-19. Now that travel bans have become globally accepted ducted on April 7, 2020, aimed But, for now, VisitBritain (like most This phase, Srithar says, is the ‘new normal’ for us. Srithar as a legitimate response to a pandemic, they are likely be re- other NTOs) is relying heavily on where the relationships and says, “If we are going to wait for introduced without hesitation should they be required. social media and calling it the the dimension of the travel the day when we will have zero ‘armchair dreaming’ phase trade will change and post- v Virtually all market segments are likely to see a very slow infections, it might be a long, by showcasing the best COVID will see a changed recovery. VFR traffic would normally be the first to pick- long wait. So, I am thinking that of Britain. “We have to tourism landscape. up as friends and families seek to re-unite after months the governments of the world are make sure that tourism of separation. However, health concerns associated with going to be very concerned and rebounds. It is worth For now though, STB continues travel may limit this segment, especially senior citizens. will focus on flattening the curve. £127 billion for our to keep in touch with the travel Discretionary international leisure travel may take even At some point, you have to de- economy. But I think trade by sharing a lot of content longer as this will be impacted by the weak economy. cide how flat the curve must all countries will see about the current situation and v With companies becoming more comfortable using tech- be to start functioning again. their domestic tourism the steps that are being taken. nology to communicate during lockdown, this may in the They have to decide how to live bounce first and those future lead to the need for some travel being re-assessed. with COVID-19 and still get on will be the early signs Seconding this is Deepak v International traffic is expected to fall from approximately with some business.” of recovery,” Rawat, Senior Vice President, 70 million in FY2020 to 35-40 million in FY2021, and pos- Warwick adds. Holiday Products & Internation- sibly less. These are CAPA India’s initial estimates and will He agrees with Warwick and al Markets, Go-MMT Group. He be continually revised. feels that a lot of attention will says, “Travel is not on any- be given to safety and hygiene one’s mind right now. This is v International operations, especially long-haul services, – how airlines are going to ferry the time to relook at the way will likely be the most difficult segment for which to people from one destination to we operate, work on customer project demand. another, how hotels will look at service, and try and come up cutlery and housekeeping, or with strategies, so that when the distance the staff maintains travel rebounds, we are ready industry will see a lot of deals from guests, etc. There will be to go full throttle on getting and offers. “But outbound is not Relationships will heightened awareness about customers back. It will be a going to be same as last year for also be re-engineered safety. “Then there will be a time sure in a long time – maybe in six of post-COVID, when we will months around Diwali, if we’re where DMCs and have a vaccine. Then the re-en- Tricia Warwick When airlines Director (Asia Pacific, Middle East lucky. Short-haul would have travel agents will gineered world will be different. and Africa), VisitBritain start operating, recovered by then and will see become even more We will have certain protocols people will start some traffic building, M!CE and in place by then like we have for group travel might take longer but important. They are fire safety today. Airlines, hotels, travelling. They will be at brainstorming out-of-the-box The four phases we might see more young people going to become the ideas along with three industry Calling the current movement our closest allies start to travel first on deals. Hav- de facto subject veterans – two National Tourist control phase as ‘Retreat’, GB - Tricia Warwick ing said that, it is important for the Offices and an OTA. Srithar, Regional Director (India, government to intervene now and matter experts that Middle East and South Asia), give tax rebates, because there Dealing with COVID-19 Singapore Tourism Board (STB), phase-wise rebound. We will are almost 20 million people as- more travellers will Our reality is changing moment names four R’s that we will see have short starts, when air- sociated with the tourism industry depend on by moment and while the tour- play out in this scenario: Retreat, lines begin operations, largely and there are worries about job - GB Srithar ism industry has dealt with Restart, Recover and Re-engineer. contributed by business travel losses and pay cuts,” he adds. catastrophes before, this one He says, “Right now, we are in the and family visits, followed by Meanwhile, the UK government ness among travellers is different. Tricia Warwick, Di- Retreat phase. I don’t think we can VFR on international routes, has already announced sops around hygiene and health rector (Asia Pacific, Middle East, jump straight into Recovery. We and gradually some segments for workers in the tourism and measures at destinations, Africa), VisitBritain, says, “Not will have a Restart phase from the that are more adventurous and allied industries. at attractions and at hotels. one particular country or region, lockdown when we will restart the look for deals.” “Housekeeping will play a very but the entire world has come engine, and then go on to the Re- How will travel change? important role in hotels. The way to a standstill. In terms of our covery phase. We will see some Taking this idea forward, Rawat It will change drastically – that’s inbound numbers from Europe, normalcy and some numbers adds that once travel resumes, for sure. Warwick feels that there we are looking at a 54 per cent coming in. I strongly agree that there will be a time when the will be a heightened aware- decline. It is cataclysmic, really. domestic tourism will be the first Our peak season, which is from to restart. Maybe business travel July to September, is where we will start and then leisure, maybe Outbound trends to watch out for are going to take our biggest hit young adults will travel first and v Mono itineraries will be in demand as travellers avoid because it is unlikely that we are then families. Cruise I think will transiting and take multiple flights going to have a strong summer.” take a while longer. And finally, we v Open spaces and the outdoors that don’t have crowds will will enter a Re-engineering phase. be desirable Like everyone, she isn’t sure when I feel, single-destination holi- v Huge focus on hygiene on flights, at hotels and attractions GB Srithar the bounce back will happen – days will be high on the priority Regional Director v (India, Middle East and South Asia) “probably in 2021 and into 2022.” list as well.” Young adults looking for deals likely to start travelling first Singapore Tourism Board DIGITALCONCLAVE APRIL 2ND FORTNIGHT ISSUE 2020 TRAVTALK 11 protocols for international travel everyone will have these proto- Enter, the travel advisor the frontline staff to get more cols in place. Checks at entry In all this, the travel agent/tour skilled,” he adds. and exit points will be intensified. operator will be back in the Some form of health declara- spotlight. Srithar explains, In a rejoinder, Srithar adds that tion certificate before you leave “Relationships will also be re- STB at this stage is open to your home city might become engineered where DMCs and working with partners on the mandatory,” Srithar says. travel agents will become even training and development front. more important. They are going “In fact, very soon we will be He also feels that certain as- to become the de facto subject opening up marketing-rich con- pects of travel, like ecology and matter experts that more travel- tent for some trade partners. We the environment, will be super lers will depend on at least in the might also look at upping our high on everyone’s minds. “Sud- interim stage.” budgets in this market and look denly, the earth is breathing and this has established the fact that travel does affect the environ- Agents to get full refund from 3 airlines ment. This will translate into the The travel trade community has received a reprieve as a result of travel choices people will make,” urgent meetings initiated by travel trade associations on behalf Srithar says. of their members with Pradeep Kharola, Secretary, Ministry of Civil Aviation, in terms of refunds on air tickets. The respite, Perhaps destinations and attrac- however, due to this intervention is from three international air- tions that have been declared lines – Singapore Airlines, Lufthansa and Emirates. The airlines COVID-19-free will be high on have updated their offer and will now give full refunds as well, their plans. We are also talking to priority, says Rawat. in case the customer wants, but there could be a delay due to UK launches £1.3 mn fund for its DMOs VisitScotland and VisitWales, and backlog. Singapore Airlines has further offered bonus to people UK Tourism Minister Nigel Huddleston has launched a new may be some European destina- “People will completely avoid who wish to claim their refunds as credits rather than take cash emergency £1.3 million scheme to support local tourism organi- tions so that we can create this crowded places. That’s why it refunds (over and above the value of ticket). sations throughout the COVID-19 outbreak. The fund will provide giant energy by way of is important to work with part- immediate financial support to DMCs that are at severe risk of coalition marketing.” ners now and strategise so that closure due to the pandemic. DMCs will be able to receive up to when travel rebounds, we are This is why, Rawat says, it at trade partners to collaborate £2,500 per month for two members of non-furloughed staff who To jumpstart their revival plan, ready with the right messaging. is vital that NTOs work very with us – figure some way to co- provide crucial business support services and up to £5,000 to all three companies have a Initially, it will be the airlines that closely with the B2B channel invest some marketing dollars,” cover operating costs. blueprint laid out. For Singapore, will be very careful about doing and travel trade associations, he says. while the metros will continue to these checks. We may even especially now for the next six Srithar shares. Warwick echoes er markets might start to spike be key, it will definitely focus on come to a situation where differ- months which is going to be He reveals that like many other this sentiment and sums it up more. “We have strong VFR Tier-II cities with engagement in ent Schengen countries have dif- a tough period. “They must countries, Singapore, too, is do- in one line, “The trusted voice traffic from India and I expect to these cities becoming top prior- ferent rules of entry and exit. We extend to the trade vacation ing a lot of budgeting right now of the travel agent is going to see a steeper spike from India ity. “We will intensify our efforts might need a COVID-19 clear- grants, keep budget aside for and is looking to help its own be vital.” in time. Our top 10 markets will to tap them. When this situation ance certificate from doctors like the India market that has given travel trade through governmen- move around for a bit,” she says. de-escalated, we want to make we did for yellow fever, to apply them good numbers so far. tal efforts by way of a Resilience Trending: Armchair travel sure that we are ready with for visas,” he says. They must particularly help Budget and a Solidarity Budget. With a slate of webinars, virtual Reiterating his opinion about our communication to travel- “As an NTO, it is important to ac- tours and attractive social media the Indian market, Rawat says, lers: this is what the destination knowledge the fact that the trade posts, there has been a flood of “They will keep travelling abroad. experience is going to be like Singapore helps tourism sector is responsible for our numbers #stayhometravellater content. India is one of the markets that post-COVID, and travel agents Singapore introduced support for specific sectors that we receive from India, which is Rawat says, “It will only be sheer bounces back the fastest. Ini- will be the conduit for that,” have been badly hit by the outbreak, including the aviation, our third-largest source market. inspiration that will ultimately tially, there will be deals and of- Srithar says. tourism, land transport and arts and culture industries under We need to ensure that our con- prompt people to actually travel. fers from airlines, land operators Resilience Budget (announced on March 26, 2020): nection with the trade continues. That’s why a lot of the cam- and hotels, and people will pick Over the last 25 years that we paigns right now are directed at that up.” have been present in India, we ‘inspiring’ them to think of their v Enhanced Jobs Support Schemes for business in the avia- next holiday. Effectively, the Meanwhile, VisitBritain is in tion, tourism and food service sectors, up to 75% wage travel agents will need to up the talks with the big carriers offset of first SG$ 4,600 of monthly wages will be provided India is a game on giving the right advice regarding restarting their op- for every local employed. market that bounces and content to consumers for erations and the routes that v The aviation sector will get SG$350 million (US$243.26 them to be stress-free while on they are looking at. Warwick million) of additional support. back the fastest. the move.” says, “When airlines start v SG$90 million set aside to help the tourism industry Initially, there will be operating, people will start rebound. deals and offers from India as a source market travelling. They will be our With China being the number closest allies to talk to and we v SG$55 million support package for the arts and culture airlines, land operators one market for Singapore so talking to some of the big ones sector. and hotels far, Srithar feels that this is un- like British Airways v Extended and enhanced Point-to-Point Support Package likely to change post COVID-19. about for taxi and private hire car drivers, to receive the Special - Deepak Rawat “But we have been investing Relief Fund payments of SG$ 300 per vehicle per month heavily in various other source until September 2020 end. have, under various schemes, markets, especially India where v One-year road tax rebate and six-month waiver of extended our support to them. we have stepped up our invest- parking charges at government-managed parking facilities For now, we are open to working ments and efforts tremen- for private bus owners. with partners for staff training, dously. India will probably technological enhancements and be one of the few markets presenting content on the web,” to bounce back quickly,” he says.

Owing to the severity of travel restrictions and the expected global recession, For the UK though, while US, France and Germany Deepak Rawat IATA now estimates that industry passenger revenues could plummet $252 billion Senior Vice President, Holiday have traditionally been Products & International Markets or 44 per cent below 2019’s figure. the top three markets, Go-MMT Group Warwick feels that oth- 12 TRAVTALK APRIL 2ND FORTNIGHT ISSUE 2020 NTO A bit of cricket heritage with LCC In an effort to bring in more numbers to the north of England, VisitBritain recently brought the Lancashire Cricket Club and the legendary Emirates Old Trafford ground closer to Indian cricket fans. The tourism board urges the Indian travel trade to promote this region, which includes Manchester, Liverpool, York and Lake District.

Hazel Jain Old Trafford in 2021 and 2022 ture the atmosphere and excite- easily have anywhere between for the England vs India Test ment of international cricket. We five to 10-night itineraries for teeped in cricket history, the Match and the England vs India will launch packages for 2021 this. Manchester is also one of S156-year-old Emirates Old IT20 game the following year. the best connected cities from Trafford cricket ground in Man- India. So, you can have an chester is ready to woo Indian We are trying to open-jaw itinerary where you cricket fans. The Department encourage the travel get into Manchester and fly out of International Trade UK along of London.” with VisitBritain welcomed the trade to push their the past five years, we have Daniel G. Gidney Lancashire Cricket team and in- CEO, Lancashire Cricket and clients towards this been focusing on the north of Last year, the India-Pakistan troduced Emirates Old Trafford Emirates Old Trafford region; you can easily England and trying to develop match was a tremendous to key travel trade professionals it as a tourism offering in India. showcase not only for Lan- in Mumbai at the official British 2019 that we hosted six cricket have anywhere between Manchester is the gateway to cashire Cricket Club but also High Commission residence re- World Cup games at the Emir- five to 10-night the north and we have been for Emirates Old Trafford as a cently. Daniel G. Gidney, Chief ates Old Trafford and it was the working with Marketing Man- cricket venue and Manchester Shuja Bin Mehdi Executive Officer, Lancashire India-Pakistan game that really B2B Manager itineraries chester for the past few years. as a city. This visit to India by India, VisitBritain Cricket and Emirates Old Traf- showed us the huge passion and - Shuja Bin Mehdi We are trying to encourage the Lancashire Cricket Club is ford, was leading the delegation. interest that India has in cricket.” the travel trade to push their a continuation of that as they Speaking about how this can clients towards this region – want to engage with the travel also be promoted as a tourism His team looks forward to wel- “We are working hard to create and 2022 that will include hotel Manchester, Liverpool, York trade more. product, he said, “It was in coming India back to Emirates a number of packages to cap- stay, official ticket inclusive of and Lake District. Some of hospitality packages and be- the best city experiences as This is for the first time spoke travel agent packages,” well as the best countryside that the Emirates Old An STR report states that in China, the first phase of demand drivers have been Gidney added. of England you can do here. Trafford is being talked about domestic leisure, corporate business at high-tech zones and industrial park These destinations will also as a tourism offering not only Shuja Bin Mehdi, B2B Manag- work exceptionally well with for leisure visitors but also areas, as well as quarantined guests staying at hotels close to airports. er, India, VisitBritain, said, “For the Indian market. You can for M!CE. Visit Levi shares autumn agenda Visit Levi offers the best of nature and hospitality to Indians, and is inviting them to visit this region in Finland in autumn, when they can witness nature’s most vibrant colours and the much-admired Northern Lights. The destination even offers budget accommodation and vegetarian as well as vegan food options.

Nisha Verma that at the time, Indian visitors can enjoy the colours of Lap- rjötapio Kivisaari, Interim land when the trees turn yellow, YCEO, Visit Levi, believes orange and red. One can even that India is a key potential see the auroras in the sky and market for them. “The time pe- their reflection over lakes and riod in which Indians travel and rivers. “This has been my ob- our offerings in Levi at that time servation of FITs who have vis- are a match made in heaven, ited us and by what they have especially in autumn (August- told us. They also described Yrjötapio Kivisaari Interim CEO, Visit Levi November) when we have the colours of Lapland and when Indians are keen on seeing I do see that attended travel shows here,” and experiencing the Northern the Indian market in he shares. Lights. Even from mid-April, we have the most beautiful winter Levi is going up by Numbers continue to grow wonderland with the Northern 84 per cent Visit Levi has been receiving Lights. At that time, we can go and addressing a number of down to zero degrees, and for inquiries about the destination, about a small number to grow A budget destination with them. “We are very the Indian population, it might how moved they were by the which makes the board realise from, which is very nice. This Levi, claims Kivisaari, can be dedicated to the Indian market feel cold. However, I shy away beauty of nature. This made us that it has successfully been 84 per cent growth has hap- a budget destination in terms and we want to invite Indian from inviting them at a time wake up and see that there is able to drawn attention from pened because of the actions of accommodation, with room travellers to visit something when the temperature is around a whole market that loves what the Indian market. Kivisaari that have been taken last year rates as low as 45 euros a that is unforgettable in terms -15 to -35 degree centigrade, we are doing, and we have not adds, “We started working in and some of the visibility we night. Also, there are plenty of nature as well as people. as it can be too cold for them,” done anything in this market this market last year, and hence have received from the mar- of vegan and vegetarian op- We are very hospitable and he says. yet. That’s why we made a we don’t see numbers in that ket. Hence, I believe that we do tions for Indians, despite it Levi is very safe, accessible strategy for India, and hence respect. I do see that the Indian have a shared future together. not having Indian restaurants. and affordable. Let us spark Why is it best for Indians to visit we have our own representative market in Levi is going up by By 2020, we want to increase However, they do have groups your soul, is our motto,” Levi in autumn? Kivisaari says in the Indian market and have 84 per cent, but we are talking the number by 300 per cent.” that bring their own chefs he concludes. GUESTCOLUMN APRIL 2ND FORTNIGHT ISSUE 2020 TRAVTALK 13 Taking each day as it comes From flying kites in his childhood to flying people around the world on well-curated itineraries, Riaz Munshi, Managing Director, N Chirag Travels and President, OTOAI, has had a whirlwind journey! Juggling between the two roles didn’t come easy to him, but he enjoys the challenge and is making headway!

n advertising agency as on corporate ticketing. Then, lodges in Lapland to give a few Another hat that Munshi dons Afamily business did not we diversified into outbound examples. The feedback has been is that of President of Outbound much appeal to Riaz Munshi, travel and there has been no spectacular. This motivates us to Tour Operators Association of In- who found his calling in the looking back ever since,” constantly reinvent ourselves,” dia (OTOAI), and it’s not easy to business of travel. “I started says Munshi. he adds. juggle between office, travel and working in 1990, when my fam- responsibilities. However, it now ily had an advertising agency From ticketing to outbound tours Travelling means different things comes effortlessly to him. and both my brothers were to now curating ultra-luxurious to him at different times. “When helping my father. Hence, I also itineraries, Munshi has come a I am going with Samina, I prefer “For the initial few months, I was started helping by working with long way. “We are trying to posi- to go on a beach holiday so both stressed because I had been trav- one of my brothers who had tion ourselves as a luxury and ex- of us can relax and spend quality elling a lot and simultaneously, come from Ahmedabad to Delhi. time. With friends, I like to go to I had to manage the affairs of However, I always wanted to do places where we can party, like OTOAI. Now, I am getting used something different, and was My children have Ibiza or London,” he shares. to it and easing into the rhythm, always looking for an opportu- been working with me because I have started enjoying nity. I would often visit a travel and changes have come Besides travel, Munshi’s other it,” he adds. agent whenever we had to travel Today, Munshi’s children also spective. While existing itineraries loves are cricket and flying from Delhi to Ahmedabad, or to business because work with him at their new office, of already popular destinations kites, a hobby he picked up in (Through the column, Guldeep Singh Sahni highlights the lives of make arrangements for a guest of them only which resonates with their new have been redesigned with more Ahmedabad. He also loves sky- trade partners, beyond business.) who’d want to visit Srinagar - a business approach. “My children authentic, local experiences, we diving and adventure sports, popular destination at the time. have been working with me for continue to focus on new and making New Zealand one of his On every visit, I would see the periential travel company. Hence, the last couple of years, and unexplored destinations in our favourite destinations. Munshi agent earn a sum of money on we are making different itineraries changes have come to business vision to become one of the also religiously works out every every airline or railway ticket. for both new and existing desti- because of them only. We realised most innovative travel companies day when he is in town. “If I am That inspired me. After I got nations. Our itinerary designs are there was a big gap in the market in India. Over the last two years, not travelling, I have to hit the gym married, my wife (Samina) and different from what people gener- and decided to offer products our guests have gone on incred- for at least an hour in the morning. I got involved in this business. ally use. Hence, we are currently that appealed to the emotions ible safari experiences, gorilla I have been following this regime We started with ticketing and till on the lookout for niche markets,” of the traveller and showcased treks, Antarctic expeditions and for years. This kick-starts my Guldeep Singh Sahni 2001, we were only focusing he shares. the world from a different per- stayed at intimate and exclusive day,” he says. MD, Weldon Tours & Travels Insurance to take priority now The travel protection landscape is going to see a positive change once we settle in a post-COVID world, says Dev Karvat, Founder & CEO – India & Emerging Markets, TrawellTag Cover-More. Backed by innovation, the demand for travel protection will surge as customers across the globe will recognise the importance of a protection plan.

ened our focus towards travel to six months down the line. and cross-skilling sessions ena- Hazel Jain assistance services tailored to Travel assistance This has surely led to a surge in bled by technology. I believe it How will the travel insur- support travellers during such that includes the number of cancellation re- is not always about how quickly Qance landscape change stressful situations. We plan to quests. Post the lockdown, the one can rise from a fall, but how after COVID-19? bring to the trade niche travel evacuation facilities trend may come down. strong one emerges. Therefore, The travel protection land- assistance products combined and provides we are conducting regular on- scape is going to see a positive with smarter technology. The real-time information When do you expect travel line training sessions on innova- change once we settle in a post- idea is to enable the industry, Qto restart? tions in products and customer COVID world. Travellers will be as a whole, to instil confidence about emerging We are anticipating that do- service excellence, along with more aware of the risks involved back in travel and emerge situations will make mestic travel will recover faster motivational sessions to keep while travelling and will surely Dev Karvat stronger together. than international travel. With our employees mentally agile in Founder & CEO – India & Emerging the difference recognise the significance of Markets, TrawellTag Cover-More most of the airlines grounded, the face of such uncertainty. buying travel protection. We For now, we continue to pro- the travel industry will at least truly believe that travel assis- vide medical hospitalisation and take another four to five months tance that includes evacuation Do you plan to develop a cancellation benefits to our with underwriters to design to get back on its feet post a Post-COVID era facilities and provides real-time product specific for COVID-19? customers whose travel book- products that instil confidence phased lifting of curbs. Though Q Market study shows that since information about emerging sit- We are working alongside our ings were undertaken prior to among travellers. things should start improving several hundred claims of uations across the world, cou- underwriters to explore the pos- the issuance of Government by September 2020, we expect travel, death, and health insur- pled with a highly relevant travel sibility of designing products of India’s advisory. We are Did you receive a lot of the regular flow of travellers to ance are now being filed due protection product will make that will be relevant in a post- constantly analysing the situ- cancellations or refund re- resume only by the beginning of Q to COVID-19 across the world, the difference. COVID world. We have sharp- ation and are in discussion quests due to the outbreak? next year. claims paid by reinsurers to Due to the fear this outbreak insurance companies has also has generated, we have been Do you continue to educate risen. This will result in rein- receiving cancellation requests the trade about your products? You’ll be surprised to know that beaches in the Philippines are not just white Q surance companies steeply on a regular basis. People have Travel trade is highly people- hiking the rates at which they and golden, but are actually said to have three more colours – pink, black and cancelled not only current book- driven and the best way to utilise provide covers to insurers. brown. That should definitely make a holiday ‘More fun in the Philippines’. ings, but also trips planned three this time is to drive upskilling 14 TRAVTALK APRIL 2ND FORTNIGHT ISSUE 2020 AGENTS ‘Travel may start next month’ Professor Dr. Wolfgang Georg Arlt, Chief Executive Officer, China Outbound Tourism Research Institute (COTRI), answers some key questions on outbound travel from China, where it stands today, when it is expected to pick up and how the segment of travellers may have altered post the COVID-19 pandemic.

Tripti Mehta tal travel it will be June. In fact, for Will COVID-19 impact some places considered unsafe QChina’s standing as the (USA, Africa), even later. biggest outbound market the world? China has retained its position The trend to as the biggest outbound travel market for quite a few years now travel in smaller and the COVID-19 pandemic is groups will become not going to change that. Chi- Professor Dr. Wolfgang Georg Arlt Chief Executive Officer visible; big package nese travellers would still want to COTRI travel internationally and they will tours will decrease start again when it is possible and considered safe. without having any symptoms. in importance Therefore, measuring fever, etc., When will normalcy did not work this time. In China, Would this affect Chinese Qreturn? the first trips during the public Qgroup travel in any way? The whole world has been sur- holiday on April 4 saw already- The trend to travel with the will become visible. Big pack- other neighbours. For India, it In the next few months, domestic prised by the severity of the packed tourist attractions like the family, to travel in smaller age tours will further decrease depends on how the spread of tourism will gain in importance outbreak of the virus caused Huangshan Mountain. For Asia groups, to be more interested in importance. the virus develops in the com- because of the restrictions in in- mainly by the fact that carriers probably, outbound travel will start in nature, health and the daily ing weeks and to convince ternational border crossing and can infect others before or even next month and for transcontinen- life of people and their culture Which countries do you Chinese visitors that it is a safe air connections. Also, it will be Qthink the Chinese outbound place to visit. seen as a patriotic activity. From traveller would now prefer to later in the summer, that effect CAPA India suggests that with FY2021 set to be an exceptionally challenging travel to? Is it possible that should become less important. The countries on top of the QChina’s domestic tour- The Chinese government will year, all segments of the aviation value chain will need to immediately start list will be South Korea, Ja- ism will surge more than not, in the long run, restrict planning for smaller-scale operations, supported by enterprise-wide restructuring. pan, Vietnam, Cambodia and international travel? foreign travel. TravelNevada hosts webinars TravelNevada India has been educating the trade on the destination through webinars, ensuring that they are well-equipped for business once both India and the USA complete their lockdown periods. The India team has also been hosting exclusive webinars for travel companies and trade associations, keeping their teams and members updated.

TT Bureau Travel Trade among others. Soon, the India office will be We will continue Current situation in Nevada mid the nationwide lock- organising webinars for Make- to reach out to the Nevada is under lockdown till April 30. Governor Steve Sisolak down, TravelNevada India MyTrip, Yatra, TTAUP (Travel A trade through digital has extended a state-wide business shutdown, ordering Ne- office has been conducting vadans to stay at home to slow the spread of COVID-19 through webinars to keep the trade platforms to educate the end of April. The order applies to all public gatherings, events updated on the latest develop- them and provide them and other non-essential activities planned through April 30 — ments in Nevada, USA, and the extending the shutdown by 14 days — as a necessary public as much information health step. Under the order, Nevadans are allowed to leave their Ritesh Ahluwalia as possible homes for work, to exercise, receive healthcare and shop for Manager – Trade Relations food, so long as they practise safe social distancing. The ‘Stay TravelNevada India - Seema Datt at home’ directive allows Nevadans to go to gas stations, phar- macies, grocery stores, banks, takeout restaurants and other mation on Nevada and promot- change the face of tourism for- essential businesses, but does not permit residents to leave ing the destination beyond Las ever. While the road to recovery Seema Datt home for any other reason. Vegas. We are covering topics Account Director may be long-drawn for nations like overview of Nevada, Reno, TravelNevada India and economies alike, the tour- Lake Tahoe and road trips within ism trade must make the most ing them ready for the post- India, says, “We are hoping the destination,” informs Ritesh of this time to further enhance COVID world. Seema Datt, that this crisis will end soon Ahluwalia, Manager – Trade Re- Trade Association of Uttar their knowledge and skill, mak- Account Director, TravelNevada and not only TravelNevada, various offerings of the destina- lations, TravelNevada India. Pradesh), SATA (South Gujarat but the whole tourism industry tion so they can best utilise the Association of Travel Agents), will recover from this situation. lockdown period to develop So far, TravelNevada has con- Kesari and FCM. A webinar just for you We will continue to reach out itineraries that suit the travel- ducted four such webinars for Travel Nevada is regularly conducting exclusive webinars to the trade through digital plat- ler. “We are conducting various the trade in general and ex- Road to recovery for OTAs and travel agents. To conduct an exclusive webinar forms to educate them and pro- webinars to educate the Indian clusive webinars for Thomas The COVID-19 crisis is be- for your team, you may contact Ritesh Ahluwalia on vide them as much information travel trade by providing infor- Cook, JTB India and Rajasthan ing regarded as one that will [email protected] as possible.”

16 TRAVTALK APRIL 2ND FORTNIGHT ISSUE 2020 HOTELS Indian weddings at Kempinski Hotels With new properties having opened or due to open across the world, Kempinski Hotels is targeting the Indian M!CE and wedding segments, besides offering a host of leisure options. While it hasn’t yet signed a deal for a hotel in India, setting up shop here does feature on its wish list.

Nisha Verma hotels and rates. In Delhi, too, pinski hotels are very well-suited we got an opportunity to pre- for. “We’ve been very happy with A lot lies ahead he delegation at Kempinski sent the Kempinski brand to the response around destination Ankush Nijhawan, Managing Director, THotels’ roadshow in Mum- everyone. We had such an in- weddings. We have leads for our Nijhawan Group that represents Kempinski bai, Bengaluru and Delhi was credible turn out,” Elder shared. properties in various destinations Hotels in India, shared, “Hoteliers had come led by Amanda Elder, Chief The roadshow gave the Indian around the world, including Jor- all the way to meet the industry in these Commercial Officer & Member travel trade the opportunity to dan, Dubai, Muscat and Turkey, three cities, which shows that they believe of the Management Board of have one-on-one interactions and the soon-to-open Sindhorn in the Indian market. The travel trade would Kempinski Hotels SA. Extreme- with 13 participating Kemp- Kempinski Hotel in Bangkok, be our priority as part of our strategy, and Amanda Elder ly happy with the response, inski hotels from the Middle Chief Commercial Officer where we have a vegan chef we will be hitting the leisure, M!CE and she said that in Mumbai alone, East, Thailand, Switzerland, Kempinski Hotels SA as well. There has been interest corporate segments through the travel fra- Ankush Nijhawan Managing Director at the first leg of the roadshow, Munich, Doha, Singapore and for Cuba, Latvia as well as other ternity. Weddings would also be a focus.” Nijhawan Group they had over 150 guests, all of other regions. emerging markets, pioneering who were extremely impressed are and we feel that Kempinski destinations and in Europe, in- with what Kempinski was doing Elder expressed that the Indian is there to deliver.” cluding Germany, Switzerland groups and incentive groups the Caribbean, one in Tel Aviv, in the luxury space and wanted market was extremely resilient, and Austria,” she said. as well. Apart from that, hon- Tbilisi, Bangkok, Guangzhou, to know more about new hotel robust, willing to travel and The roadshow helped Kempin- eymoons are also very popular Brazzaville and Almaty. While openings. “We then moved curious, and added, “Indian ski Hotels ascertain, through the With five dedicated salesper- from India. Hence, we can cater the hotel group does plan to to Bengaluru and there we guests are also extremely-luxu- travel agents they met, that Indi- sons in the Indian market, to all the different segments,” open a property in India, a had very different customers, ry customers for us. Hence, we ans were interested in destination they have seen good traction. she claimed. deal hasn’t been signed yet. mostly interested in corporate know what their expectations weddings, something that Kem- “We’ve seen a 30 per cent in- “We are definitely working on crease in room night, year on Kempinski’s expansion plans things and are looking for a year. We see such opportunity involve more than 100 luxury wonderful partnership in India. The Hoover Dam is one of Nevada's most famous tourist attractions. To this in the meetings market to fur- hotels in operation by the year We will first focus on day, it is the largest single public works project in US history. It contains over ther increase with our proper- 2021. In future, the luxury major cities and then think of ties. We see growth opportuni- hotel chain will be opening moving beyond that,” 3.25 million cubic yards of concrete. ty with the corporate meetings new properties in Ibiza, two in Elder concluded. After-hours experiences in India While India is popular for many of its attractions, it has more to offer than just that. In fact, at night, India reveals a completely different side. Salim Javed, Vice President, Eastbound Group, handpicks unique experiences that lend a multidirectional perspective to India’s character.

TT Bureau heart out. Some of the popular 7:00 pm, where you will get to Udaipur Jodhpur after-hour hubs in the capital listen to religious Hindu hymns There is no better way to enjoy The mag- way from everyday sights are Hauz Khas Village, Cy- sung in praise of gods and a night out in Udaipur than by nificent fort Athat already attract mil- ber Hub, Khan Market, Qutub goddesses. Then, take a long walking around the City Pal- of Meh- lions of tourists both Indian Institutional Area and the rela- walk around Assi Ghat and ace. The best part about visit- rangarh is and foreign, India has some- tively new Worldmark Aerocity, end your night with a delicious ing the palace in the evening definitely thing extraordinary to offer to name a few. meal at one of the popular ca- one of a kind. At night, when even after the sun sets. Night fés in the area. the whole fort is illuminated tourism in Indian cities has Agra with bright golden lights, Salim Javed been in focus for some time Other than Vice President Jaipur the view becomes simply now and presents a unique being home Eastbound Group If you’re a spectacular. After a visit to opportunity to tourists to to one of shopaholic, Mehrangarh, you can take a witness the magnificence of the Seven or visit Sheroes Hangout, Jaipur is tuk-tuk ride to Stepwell Café the country. Wonders of a café run by heroic acid your para- is the sound and light show to witness the city’s incom- the World - the Taj Mahal - attack survivors. dise. Offering that is held every hour from parable view while enjoying Delhi Agra is popular for its street a variety of 7 pm. Later, one can enjoy delicious Indian and Whether it delicacies, shopping hubs and Varanasi traditional clothes and acces- local delicacies of Rajasthan Continental cuisines. is a brew- party clubs. One of the places Unlike the sories, Jaipur is perfect for at restaurants situated on the ery where known for its finger-licking nightlife at the Boho soul. After shopping banks of Lake Pichola. Ideal Later, walk up to Raas (bar) you want food and great shopping spots other places, your heart out, choose from a for a romantic dinner date, to see the illuminated fort to relax and is Sadar Bazaar that remains this timeless range of clubs for an ultimate restaurants present guests above and the candlelit Haveli sip freshly brewed beer or an open till 11 pm. Its crammed city prom- party experience. The popular with stunning views of the courtyard below for an un- underground venue where you lanes accommodate Agra Chat ises an after- places include Reds, Geof- lake and City Palace. Some forgettable night. Also, do wish to enjoy light jazz music, House and Shri Agrawal Chat evening full of tranquillity and frey’s Pub and Maharani Ex- of the must-visit places in the not miss Indique Restaurant, Delhi has innumerable expe- House. After getting some liveliness on the banks of the press Bar. Visit Bar Palladio for city are Restaurant Ambrai, Chokhelao Garden and Ter- riences to choose from. In shopping and eating done, holy River Ganges. Commence a classical ambience or Hotel Upré by 1559 AD, The Sun- race Restaurant and On the times of doubt, you can also explore a range of clubs in your evening with Aarti near Tablu to get panoramic views set Terrace, The Leela Palace Rocks on your visit to this opt for a club to dance your the city for an eventful night the Ganges between 5:30 to of the alluring city. and Bhairo. timeless city.

18 TRAVTALK APRIL 2ND FORTNIGHT ISSUE 2020 AGENTS Singapore & Bali with TravelBullz After concluding the premier edition of its two-city roadshow ‘The Great India Road Show’, TravelBullz has announced three new destinations as part of its portfolio – Dubai, Singapore and Bali – as it marks its 10th anniversary in the industry. The DMC has made itself more accessible to its travel partners.

Manas Dwivedi Bullz, said, “We will also launch in your message. We are now ambitious plan would be driven our first-ever B2B dynamic We are making more accessible than ever be- by the company’s fundamental inner of multiple India packaging module along with this an annual fore.” The company's website principles of growth through WTravel Awards, online B2B showcasing destination Dubai says that all existing tours and technology innovation, making Destination Management Com- that has been recently added to event where hotels transfer bookings for travel be- transactions seamless by fo- pany TravelBullz recently con- our product portfolio. We have across the UAE, ginning March 18, 2020 would cusing on user experience and cluded its two-city roadshow created a product which takes now be available on Phoenix. ease of booking, providing ac- titled ‘The Great India Road Dubai to the next level as far as Thailand, Macau, For all the old bookings and cess to the last room available Show’ in Mumbai on February experience is concerned. For Singapore, Bali, etc., records, users can go to www. at the best possible price, as 19, 2020 and in New Delhi on instance, with us, clients get a bookings.travelbullz.com. well as growth through quality KD Singh February 21, 2020. It brought Founder & President complimentary one-hour stretch will showcase their service delivery and word-of- together more than 36 hotels TravelBullz limo ride in Dubai. We will be of- products According to TravelBullz, Phoe- mouth recommendation by and attractions from Thailand fering two more products to the nix is the most advanced B2B existing travel agents. “Our ob- who met over 200 travel agents with its enhanced user interface industry – Singapore and Bali. will be bigger. We are making booking engine with new dy- jective is to address all the pain from each of the two cities. and ease of booking experience We have already established this an annual event where ho- namic package module and the areas of agents through technol- TravelBullz also took the oppor- for its partners. our Singapore office. This is the tels across the UAE, Thailand, best user experience. The com- ogy, human touch, and making tunity to announce new prod- first edition of the roadshow and Macau, Singapore, Bali, etc., pany also launched its much- their interaction with us seam- ucts and initiatives to its travel Speaking about new destina- honestly, we were over-booked will showcase their products.” awaited dynamic packaging less and pleasant,” he shared. trade partners. It launched its tions that the company has and couldn’t get more partners module along with the launch new, revolutionary B2B online added to its portfolio, KD Singh, who wanted to come and show- After the successful conclusion of an INR collection and multiple The TravelBullz wholesale book- booking engine ‘Phoenix’ – Founder & President, Travel- case their products. Next year, it of the roadshow, ‘Phoenix’ went payment options for its travel ing engine conveniently con- live for users. Revealing the agent partners. nects to over 2700 travel & tour information, Singh said, “Wel- companies worldwide to search International travel could be adversely impacted by up to 25 per cent this year, come to a new era of B2B book- Singh’s vision for the company for the best prices with avail- equivalent to a loss of three months of travel. The global travel industry could ing experience. With the chat is to substantially grow more ability for instant confirmation take up to 10 months to recover after the outbreak is over. box option on our new website, than 10 times in the next three of hotels, apartments, transfers, you can reach us by just typing years. According to him, this and tours. Visa processing digitalised With many companies realising the need to go digital, visas will also be one of the services that are likely to go online. Enter Ctrl Visa, whose system can now also automate offline visas apart from online visas. This single system can manage visas of over 200 countries, covering all visa types.

as people will still be scared to tion process without human logged and maintained for- ing tool because there is a Hazel Jain take flights, fares are going to interference. “You will be sur- ever. It cuts down all email physical submission.” hange is inevitable and be high and long breaks are go- prised to know that we have and phone calls,” Jiterwal Cthis is just a pause in the ing to be impossible. No travel, actually been busy these last explains, adding that many This system is for consolida- larger scheme of things, says few weeks. Many travel agents companies have now realised tors (for B2B), OTAs (for B2C), Parveen Jiterwal, Founder & A product like have realised that this concept the need to go digital. Ctrl Visa and business travel agencies CEO, The Whiteboard Com- works and we have been doing has been conducting weekly (for corporates). This is good pany. “I do believe that as we Ctrl Visa helps you almost three to four demos a webinars for the travel agent even for agents who do around reach near normalcy, people reduce staff, reduce community and those inter- 400-500 visas per month. Its will start to travel. They have Parveen Jiterwal ested can register at the Ctrl current clients include Udaan been stuck in their homes for Founder & CEO overheads, and Visa website. India, Atlas Visa Services and The Whiteboard Company so long that the family unit reduce dependency a few other travel agencies. will want a break and this on people Radhika Butala, Partner & will result in short breaks and are difficult times for many to Director, The Whiteboard weekend getaways immedi- survive,” he says. - Parveen Jiterwal Company, says, “Ever since Know the product ately. However, international we started Ctrl Visa, we travel will take some time. Visa processing is obviously no visas. But, I am hoping we wanted to do all types of visas Ctrl Visa is an operating sys- I do believe that travel will one of the services being hit as will see it all getting stabilised – business, tourist, e-visa, tem for visa processing that begin, but will become more well. Jiterwal adds, “Many trav- by January 2021.” Radhika Butala traditional sticker visa. We travel agents can subscribe to. Partner & Director It includes sales channels like expensive in the near future. el bans will stay till as long as The Whiteboard Company have started with e-visas We will see airlines shutting September, I feel. Once travel When it does though, he because that is the easi- B2B, Corporate including im- down, hotels and travel agents opens up, it will take some time has a novel product that can est to go to the market with plant flows and B2C APIs. Ctrl wrapping up, too, as these for international travel to kick in ease the entire visa applica- week for the trade even though and the fastest. We have Visa helps a travel agent scale the business is shut. A prod- now added the offline mod- up visa business, increase uct like Ctrl Visa helps you re- ule to the system as well as productivity, reduces errors and monitor operations. In the Bridges are a staple in Amsterdam, thanks to the canals and waterways that duce staff, reduce overheads, corporate module to man- and reduce dependency on age the corporate business. long-run, there is a reduction take up most of the city space. Travellers can even visit the crossing of the people. One can work from For offline, we have added in resources and costs. Reguliersgracht and the Herengracht to see 15 bridges at once. anywhere and everything is a passport/document track- HOTELS APRIL 2ND FORTNIGHT ISSUE 2020 TRAVTALK 19 ‘Carefully consider room rates’ It is no surprise that the COVID-19 outbreak has adversely affected the hospitality business. However, now is the time for hoteliers to strategise on the road ahead, and innovation in the time of crisis is the only way for them to prove their mettle and come out as winners, asserts Jaideep Dang, Managing Director, Hotels & Hospitality Group, JLL.

Anupriya Bishnoi rates, despite low occupancies. quarantine, therefore maintaining Travel bans will greatly restrict some level of occupancy and as a How adversely has the the number of business and result, helping several communi- Qhotel industry been leisure travellers for the time ties during this challenging period. impacted by COVID-19? being and will not provide any The impact of COVID-19 on the incentives to potential guests. What should be the indus- hotel sector, as we are all experi- Qtry’s recovery plan once the encing, is severe. Several hotels lockdown is lifted? in the country have either sus- Hotels could first Once the lockdown is lifted and pended their operations or are Jaideep Dang shift their focus on the environment becomes con- operating with single-digit oc- Managing Director ducive to restart travel, hotels cupancy. Other revenue streams Hotels & Hospitality Group, JLL domestic demand, could first shift their focus on such as F&B, spa, etc., are essentially in the domestic demand – essentially non-existent at this time. Unlike India, these sectors are more in the hinterland. It is possible that many other frontline businesses vulnerable than other sectors of hinterland travellers may be hesitant to travel such as retail and entertainment, the economy. by air and prefer driving down to hotels and aviation are physical Slimmer occupancies will al- upcountry locations ideally within services that do not have the How should hotels ways place pressure on hotel the primary contributor to the larger cause and help people five to six hours from their homes. scope to go online. With the Qmanage room rates? revenues and given this unprec- managing revenues and fixed and communities. For example, These could be short trips prefer- suspension of travel and cur- We’re advising hoteliers to care- edented environment, maintain- operating expenditures. in the F&B space, some hotels ably around weekends. Potential tailment of movement around fully consider holding room ing room rates may serve as are providing food deliveries resorts may likely start getting Any alternate arrange- within a radial distance, generat- back room demand earlier than Qments you suggest? ing cash flow. To optimise food city business hotels. On the other The iconic ‘Welcome to Fabulous Las Vegas’ sign was created by graphic Businesses often innovate dur- and operational costs, the menu hand, city hotels could rely on designer Betty Willis in 1959. She never trademarked the design, calling it her ing times of crisis and uncer- provided by such hotels is limited. staycation demand – which is tainty. Innovation in business is Elsewhere across India, several again a form of leisure travel origi- “gift to the city.” Willis continued working in neon signage until she was 77. often driven by an ability to aid hotels are providing facilities for nating from within the city. Tough times to continue CHL redoes its game plan Rates and occupancies will be under stress and it will be very CHL, the company that owns The Suryaa New Delhi, under its challenging for some to stay afloat, saysRajneesh Malhotra, international leg has partnered with Hilton and Hilton Dushanbe in Vice President - Operations & Asset Management, Chalet Hotels. Tajikistan is the first hotel under this partnership.

Hazel Jain there will be business-as-usual Nisha Verma happening in some other part(s) We have a project in ravel is at a complete halt as of of the country or the continent agan Malhotra, Executive Tajikistan as well, which Tnow and is expected to remain or the globe which would not be GDirector, CHL and Manag- minimal for the next six to 12 affected by the crisis. But, the ing Director, CHL International, is adjacent to the existing months, assuming the COVID-19 shares that last year they made hotel. The next step will be outbreak is over by May-June. a big change. “We signed on This obviously will impact the The COVID-19 with the Hilton brand, and we are for people to buy properties hotel industry negatively. “Most crisis has impacted the a franchise of the Hilton World- in Dushanbe businesses around the world will Rajneesh Malhotra wide brand. We are very excited Gagan Malhotra take a hit and hence their travel Vice President Operations & Asset globe and there is no to see the prospect of the same, Executive Director, CHL and Managing have a land bank and we are Management, Chalet Hotels Director, CHL International budgets, too, shall be curtailed. business-as-usual in and the Hilton Dushanbe Hotel is doing design development on Similarly, personal travel will take one of the properties under this that, which is going to take a back seat keeping in mind the agencies by providing whatever the world. There is no partnership,” he said. While CHL finished renovating the rooms some time. We have a project economic uncertainties of jobs assistance we can such as duty geography or business owns The Suryaa hotel in New on some of the floors. Such in Tajikistan as well, which is and businesses. Rates and oc- meals to staff, personal protective to fall back on Delhi, CHL International owns renovations have a great impact. adjacent to the existing hotel. cupancies, both will be under equipment, etc. We are working Hilton Dushanbe Hotel. We are giving a fresh product, a We are doing a development stress for the next few quarters on short, medium and long-term new look and feel of what’s hap- study on that as well because and it will be very challenging strategies to mitigate the impact COVID-19 crisis has impacted the On the domestic front, The pening, which is a constant pro- the next step will be for people for some to stay afloat,” says of this crisis. However, these will globe and there is no business- Suryaa New Delhi recently un- cess,” Malhotra added. to buy properties in Dushanbe. Rajneesh Malhotra, Vice Presi- take shape once we have clarity as-usual anywhere in the world. derwent renovation. “We re- We are giving full-serviced dent Operations & Asset Manage- on how long the COVID-19 crisis There is no geography or business cently renovated one of the halls. When asked about new apartments, where the entire ment, Chalet Hotels. is going to last,” Malhotra adds. to fall back on,” he exclaims. Apart from that, two more halls properties on the anvil, he engineering will be taken care of and the restaurants will soon shared, “We don’t have any by the hotel, right from a light Chalet Hotels in turn has taken This kind of uncertainty is because Future learning from this? Mal- be upgraded. We also recently new hotels in the pipeline. We switch to the paint.” certain measures to deal with not many hotel brands or owners hotra says, “Companies will be this situation. “We are currently were prepared for a situation like forced to think of restructuring focused on the health and safety this. “Every company has a BCP their businesses and prepare for According to STR, reflecting on the effects of the COVID-19 pandemic, hotels of our associates and the guests (business continuity planning) in similar occurrences in future. A staying at our hotels. We are place and contingency plans, but new balance between local and in the Asia Pacific region reported a significant decline in occupancy, but fairly also supporting the efforts of the all these are designed assuming global will emerge.” steady room rates during February 2020. ASSOCIATIONTALK IATO postpones election Media Partners: Keeping in view the crisis created by the COVID-19 pandemic across the tourism industry in the country, the Indian Association of Tour Operators (IATO) has decided to postpone the association's election that was scheduled to take place on April 25. APRIL 2020 Manas Dwivedi our colleagues. IATO election Switzerland Tourism Webinar Pan India 16 at this time will only distract us kshay Kumar, Returning from the crisis that needs our Korea Tourism Webinar Pan India 17 AOfficer for IATO Election, focused attention,” said Kumar in a meeting with the Executive in a statement. ETAA Webinar Pan India 17 Committee (EC) of the asso- ciation took a call to postpone In the interim, the Office Bear- ETAA Webinar Pan India 20 the election scheduled to take ers and EC of IATO are hereby place on April 25, amid the on- Trav Talk Digital Conclave Pan India 21 going COVID-19 crisis. Starting Akshay Kumar the association had decided April 6, the election has been Returning Officer IATO election at this to extend the last date of with- IATO Election 2020 ETAA Webinar Pan India 22 postponed by 30 days. The time will only distract us drawal of nominations. All the IATO EC will meet after 30 days from the crisis that needs withdrawal of nominations re- New Zealand Tourism Webinar Pan India 23 to decide upon new dates. The dates for election. “After hear- ceived were thereby cancelled election should, however, take ing all opinions of the IATO EC, our focused attention and made invalid. ETAA Webinar Pan India 24 place within 90 days starting I have decided that IATO needs April 6, 2020. a clear leadership structure on allowed to work and lead the As of now, for the position ETAA Webinar Pan India 27 top to navigate and guide its association in the best interests of the President, there have The timelines suggested during members through this phase of its members and the industry been five nominations— Rajiv the meeting varied from two of sustaining organisations and at large. Mehra, Uday Tours & Travels; months, all the way till 2021. In surviving the coming months. Amaresh Tiwari, AT Sea- JUNE 2020 case the election cannot be held The COVID-19 pandemic will The association had already in- sons & Vacations Travel; La- within 90 days, the Returning test our resolve and strength in vited nominations for the post lly Mathews, Divine Voyages; Arabian Travel Market (ATM) Dubai 28 June-1 July Officer recommended that IATO the coming days and months. of President and other positions Rajesh Mudgill, Planet India call for an EGM and allow the We need to spend time to focus in the EC. After receiving nomi- Travels and EM Najeeb, Air For more information, contact us at: [email protected] house to decide upon the new on ourselves, our families and nations from the contestants, Travel Enterprises. Prepare for the short term ADTOI expects hotel refunds The Indian aviation sector is likely to shrink significantly, even if some ADTOI is in touch with the Federation of Hotel & Restaurant of the vulnerable airlines manage to survive. CAPA India suggests Associations of India (FHRAI), which in turn has been convincing its that airlines make quick decisions for their short-term business plans. members to give full refunds to agents.

for at least 12 months. These TT Bureau decisions may need to be taken v As the saying goes, ‘never let Hazel Jain APA India says that when in the absence of much forward a good crisis go to waste’. This hile travel in general is ex- February, March Cservices resume, airlines will visibility about the direction of the may be the best opportunity for Wpected to take its time to and April are the last three have to publish a schedule, which market and the economy. Interna- Indian carriers to make difficult recover, domestic tourism could will require decisions to be made tional operations, especially long- calls to rationalise their operations be the first to convalesce. Until months of the season for with respect to which routes to haul services, will likely be the and clean up their balance sheets. that happens though, domestic inbound guests. India’s launch first and with what level most difficult segment for which Consolidation, collaboration and tour operators find themselves only hope now is the of capacity, without knowing until to project demand. supply-side correction should in the same boat as others. much closer to the date of depar- enable airlines to move away Speaking about what their domestic tourist ture whether demand actually ex- v With FY2021 set to be an from market-share driven strate- members are up to these days, Dharmendra Singh Chauhan Maharashtra Chapter Chairman ists. Some carriers may decide to exceptionally challenging year, all gies such as loss-leader pricing. Dharmendra Singh Chauhan, ADTOI ing amount. “Our tour op- operate a skeleton network only. segments of the aviation value Aggressive expansion without Maharashtra Chapter Chairman, erators are convinced the necessary cash and balance Association of Domestic Tour domestic front so that they about that. In the current situ- sheet has been repeatedly shown Operators of India (ADTOI), says, can start to plan their holidays. ation, we all understand that to be a very high-risk strategy. The “Right now we are attending “Last week we conducted the entire tourism industry US has been the world’s most webinars and regularly talking to two Zoom meetings with our is bleeding, so we need to profitable airline market largely as ADTOI members. One was a support each other,” Chau- a result of the consolidation that casual meeting as a stress han says, adding, “As an as- took place in the aftermath of the buster and one was regarding sociation of domestic tour Global Financial Crisis. refunds of hotel bookings and operators, we all are work- airline bookings. About hotels ing day and night along with vThe government will also refunds, we are in touch with the Ministry of Tourism and need to take important policy and the Federation of Hotel & Res- other government to help regulatory decisions. One of the our members via video calls and taurant Associations of India, our members survive after the Airlines will have to make quick chain will need to immediately recommendations that CAPA Ad- keep them motivated and discuss and they are convincing the lockdown. We are hopeful that and difficult decisions for their start planning for much smaller visory has regularly proposed is future strategies for reviving do- authorised hotels for giving us the government will support short-term business plans: scale operations, supported by the introduction of a requirement mestic tourism.” full refunds,” he says. us to keep the tourism serious enterprise-wide restruc- for airlines to hold cash balances industry alive, especially since v Network and fleet strategies turing. High profile airline fail- that can support at least three, Once the lockdown is lifted, With regards to airline February, March and April will require urgent attention, as re- ure such as Kingfisher and Jet and ideally six, months of opera- he plans to travel within Ma- refunds, he says that all are the last three months of taining pre-COVID operations will Airways were arguably brought tions in the absence of revenue, in harashtra to create awareness airlines are giving only the season for our inbound not be feasible. Scheduled aircraft down because they did not right- order to be able to both obtain and among clients and ensure them credit for six months to guests. India’s only hope now deliveries will need to be deferred size when necessary. to renew an AOP. that everything is okay on the one year to use the book- is the domestic tourist.” ATTRACTIONS APRIL 2ND FORTNIGHT ISSUE 2020 TRAVTALK 21 Getting around India on a budget We bring to you a curated list of the top seven monuments and historical places around the country, where entry of visitors is either free of cost or available at a minimal rate, thus giving tour operators an opportunity to add these destinations to their existing packages, or draft tours that focus on budget travel within India.

Manas Dwivedi Rock Shelters of Bhimbetka, Gingee Fort, Tamil Nadu Madhya Pradesh Gingee Fort is situated in the district of Villupuram, Tamil Nadu, Situated 55 kms away from Bhopal, Rock Shelters of Bhimbet- close to Puducherry. Its strategic location and effectiveness ka are in the foothills of the Vindhyan Range. An archaeologi- earned it the moniker of the most impregnable fortress by Shivaji. cal treasure, Bhimbetka has around 243 rock shelters and cave Even the British referred to it as the ‘Troy of the East’. This is paintings dating back to approximately 30,000 years. It exhibits primarily because of the structure’s geographical location and the earliest traces of human life on the Indian subcontinent, with layout. The fortress itself stretches across three hills – Chandray- evidence of Stone Age starting at the site in Acheulian times. The andurg in the southeast, Krishnagiri to the north and Rajagiri in name Bhimbetka itself means the 'resting place of Bhima'. the west – and includes self-contained cities. Entry fee: 10 Entry fee: 20

Hill Palace Museum, Kerala Located at Tripunithura, about 10 kms away from Kochi, Hill Pal- ace Museum used to be the official residence of the erstwhile rulers of Kochi, and is now famous for being a full-fledged ethno- archaeological museum and Kerala's first-ever heritage museum. Built in traditional Kerala style of architecture and comprising 49 buildings, it has many amenities, including a deer park and gar- den which is home to a large number of plants with medicinal properties. Entry fee: 30

Ruins of St Augustine Tower, Goa Rabdentse, Sikkim Situated 55 kms away from Bhopal, Rock Shelters of Bhimbetka are in the foothills of the Vindhy- The capital of the former kingdom of Sikkim, Rabdentse is a place with rich historical traces. It re- an Range. An archaeological treasure, Bhimbetka has around 243 rock shelters and cave paintings mained a flourishing hill town from 1670 to 1814, after which it was invaded and destroyed by the dating back to ap- Gorkhas. Now, only the ru- proximately 30,000 ins of the royal palace and years. It exhibits the religious complex can be earliest traces of hu- found on the site. Since the man life on the Indian palace is present on a hill- subcontinent, with top amidst forests, it has evidence of Stone Age stunning views of the val- starting at the site in leys and mountains of the Acheulian times. The region. The place is also a name Bhimbetka itself paradise for bird watchers, means the 'resting as the environment houses place of Bhima'. many beautiful birds. Entry fee: Nil Entry fee: Nil

Osian, Rajasthan Nani Daman Fort, Gujarat Shadowed by attractions in Jodhpur and the dunes of Thar, Osian is an ancient village with a rich set of Also called the Fort of St Jerome, Nani Daman is situated on the banks of Daman Ganga river. It temples from the 8th and 12th centuries. The Osian village was a famous pilgrimage site and trading is a small fort with high and elegant stone walls, three bastions and two huge gateways. Spread centre for many centuries. over an area of about 12,250 The temples belong to sqm, the fort boasts two Hindu and Jain religions magnificent human figurines. and are revered as a holy Deriving its name from St sight till day. They are fa- Jerome of the Catholic order, mous for their architecture the fort is home to a splen- and none of the temples in did statue of the saint at the village resemble any of the front gate and houses a the others. The walls and Catholic Church of Our Lady towers of the temple have of the Sea, known for its many intricate carvings refined panelling. Another at- and mouldings. traction near the fort is Gan- dhi Park, lying near the Nani Entry fee: Nil Daman Jetty. Entry fee: 10 22 TRAVTALK APRIL 2ND FORTNIGHT ISSUE 2020 AGENTS Sharpen your skills online Create your own personal classroom at your desk and at your own pace with these online courses. They are interactive, insightful and packed with information that will help you take your career to the next level – whether it is by getting an IATA certification or learning a new language. Utilise this time well and it will pay off in the long run!

Hazel Jain IATA Incredible India IATA’s self-study courses offer The Incredible India Tourist UNWTO comprehensive instructions to Facilitator Certification (IITFC) UNWTO’s Tourism Online busy aviation and travel profes- Programme is a digital initiative Academy offers three self- sionals. While all are paid, you can of Ministry of Tourism (MOT). It is an online programme where paced online courses that choose from a one can learn about tourism at one’s own mainly focus on concepts, areas of interest and fundamen- variety of courses – from entry-level travel pace. The successful completion of this pro- tal principles related to the tourism sec- agent basics to senior management for tour gramme would enable the learner to become tor. While only the introductory four-week operations. Each course leads to an IATA a Certified Tourist Facilitator of MOT. While course is free, all of them can be started qualification, recognised internationally by this is a paid course, only the free introduc- at any time. the travel industry. tory module is available at the moment. https://www.unwto-tourismacademy. https://www.iata.org/en/training/delivery/distance-learning/ http://tourism.gov.in/incredible-india-tourist-facilitator- ie.edu/ certification-iitfc

CLIA National Restaurant Alison Academy A paid CLIA membership Association Alison offers over 1,000 allows full access to all of The National Restaurant As- free online courses across CLIA’s courses that are suit- sociation, through its ServSafe nine categories, including 20 different tourism and hospital- able for both new-to-cruise brand, is offering free training ity courses. The types of courses include certificate courses, and expe- resource aimed at restaurant staff in the diploma courses and Learning Paths. rienced travel agents. There are numer- form of 10-minute videos on delivering https://alison.com/ ous core and elective modules to choose safe dining experiences. from, and agents can achieve up to three https://event.on24.com/wcc/r/2233534/ levels of certification. A98A8B947B30A6BD86CD597DD3255F https://cliaasia.org/membership-benefits/ 4E/869294?partnerref=TmSales

Udemy Duolingo Oxford Home Study Udemy offers online courses Sign up for free and learn a new language. Courses as low as Rs.420. You can It has bite-sized lessons and it has a re- The website offers UK’s fin- choose from categories like ward system and immediate grading to est 100% free courses online marketing, business and even photography. It also has a keep the learner motivated. It also takes with certificates of completion. It offers courses on Travel beginner’s course on starting your own a functional approach and Tourism, but also Business Manage- tourism business. by focusing on practical uses like ordering ment and Event Management. Those look- https://www.udemy.com/ at a restaurant. ing to branch out can also consider their https://www.duolingo.com/ Social Media Marketing and Wedding Planning courses. https://www.oxfordhomestudy.com/ MOVEMENTS

JALESH CRUISES RENNAISANCE HOTEL IBIS RAJARHAT Mumbai Mumbai Kolkata Jalesh Cruises has announced the appointment of Vijay Kesavan Renaissance Mumbai has appointed Nagesh Chawla as General Vaibhav Gupta has recently been appointed as the Hotel Manager as its Director of Sales and Marketing. His responsibilities will Manager. Almost two decades ago, Chawla began his stint as a of ibis Kolkata Rajarhat. His journey with Accor started in 2015 as a encompass sales team leadership, accelerating Jalesh revenue Front Office Manager at Renaissance Mumbai, and later became Front Office Manager at ibis New Delhi Aerocity. Since then, he has through expanding Jalesh’s presence in new Director of Rooms. He moved to JW Marriott successfully spearheaded ibis Styles Goa markets, development of new channels, and Hotel & Marriott Executive Apartments, and ibis Bengaluru Hosur Road in various contributing to the company’s marketing Tomorrow Square, Shanghai and managerial roles. Gupta began his career and business strategies. Kesavan brings thereafter took over as Resident with Oberoi Hotel & Resorts as Front over 22 years of sales and leadership Manager at the JW Marriott Hotel, Hong Office Assistant and for over a decade, experience to Jalesh. Prior to this, he was Kong. In his previous role, he was the worked with the likes of Shangri-La leading organisations like Akbartravels. Managing Director for The Ritz-Carlton Hotels & Resorts, Radisson Blu, Hilton Jakarta and JW Marriott Hotel Jakarta. Hotels and grew up the ranks as Front Office Manager.

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: 15-04-2020 PATA takes measures The Pacific Asia Travel Association (PATA) has launched a Crisis Resource Center and Tourism Recovery Monitor, a platform to provide up-to-date policy statements, authoritative information and tourism indicators from around the globe. Mario Hardy, CEO, PATA, tells us more.

Hazel Jain are reviewing our annual calen- dar of events and adapting to the Crisis Resource Center and Tourism How do you think travel will quickly-evolving situation. There is Recovery Monitor Qchange post this pandemic? still a question mark regarding the I have no doubt that travel post possibility of hosting our mart later PATA has launched a PATA Crisis Resource Center and a Tourism COVID-19 will be different. How this year. If and when we do, there Recovery Monitor, a unified platform that provides reliable and up-to- exactly, I do not know, but I can date policy statements, authoritative information and tourism indica- only imagine that airports will look tors from around the globe. The Resource Center aims to help indus- to implement permanent health PATA is working try stakeholders across the globe access solutions by governments, checks and/or the addition of more with other organisations while also assisting governments in understanding the challenges health questions via applications. through its travel impact survey. I also believe that businesses like to provide reliable The PATA Tourism Recovery Monitor (PTRM) is an integrated re- hotels, airlines, attractions, muse- information and lobby for source for strategic tourism planners and decision-makers to keep ums, etc., will have to demonstrate financial assistance to fully abreast of the fast-changing environment. Both initiatives are increased sanitisation. Further- housed under one microsite. It is designed to be the go-to resource more, I also expect many of us will the private sector for strategic tourism planners and decision makers. be travelling with hand sanitisers PATA has brought together an array of experts to share valuable data, and be conscious of washing our will be a big focus on COVID-19 content and trends of leading tourism indicators to help it spot ‘green hands more frequently. and the impact on the sector as shoots’ as soon as they start to appear. It will have two key areas of well as special attention on saniti- focus; one is to house all efforts across the globe by governments How do you think travel in- sation at the convention venue. who have and are providing aid, relief and support for their industry Qsurance companies will react stakeholders within the resource center. to this? What are your recommenda- Travel insurance companies will Qtions to the tourism and civil have to adapt to a new reality and aviation ministries in Asia, espe- stakeholders. The travel industry cancelled and we'll regroup in Ras add additional clauses to cover cially in India, in terms of support- represents 10 per cent of global Al Khaimah in March 2021. people in times of pandemic, ing and reviving the industry? GDP; it is critical that it is protected including covering the cost of Businesses such as airlines, so that it can be restarted soon. flights, hotels and tours as well as hotels, tour operators and other other health concerns. related travel businesses need PATA is working closely with to support each other right now, other international organisa- Please share an update on while the government needs tions to coordinate the recov- Qthe PATA Travel Mart. to provide financial aid and ery, provide reliable sources As with all other organisations, we assistance to the industry of information and lobby for financial assistance to the Take the PATA Business Impact Survey private sector. PATA requests the industry to complete a business impact What about the PATA survey in order to use those results to request for more govern- QAnnual Sum- ment support for the industry. Whilst the current focus is on mit that was COVID-19 as a public health issue, the goal is to establish a slated for long-term resource center in times of any future crisis. The sur- this year? vey can be found on the PATA Crisis Center at https://ptrm.pata. The PATA org/. According to PATA, “The survey will be open at the very Annual least until the end of April 2020. We will consider closing it only Summit once we have a good proportion of respondents. This survey will 2020 help us better understand how the current pandemic is impacting has organisations. The information will help us work with policymak- been ers and other stakeholders towards an appropriate response. All survey responses will be kept anonymous. As an option, howev- er, we would like to offer the opportunity to share their input with local governments, so they have a better understanding of their concerns, challenges and issues.” Mario Hardy CEO, PATA