Vol. XXXII Issue 9; May 1st fortnight is sue 2020 A DDP PUBLICATION Pages : 24 ` 20/- ddppl.com TravTalkIndia.com Scan & Share Welcome to the new normal......... 05 ‘Adapt to a new normal’............... 18 Kerala involves all stakeholders.... 06 Are you COVID-19-ready?............ 19 Local guests on hotel radar......... 07 ‘Make use of unutilised funds’.... 20 MOT focus on intangible heritage Prahlad Singh Patel, Minister of State (I/C) for Tourism & Culture, launched the National List of Intangible Cultural Heritage (ICH) of India on April 18, World Heritage Day. Ministry of Tourism (MOT) celebrated the special occasion by conducting a series of webinars titled ‘Dekho Apna Desh’. TT Bureau diversity of Indian culture em- The National ICH sent COVID-19 crisis, it is the Prahlad Singh Patel He also added that the Prime bedded in its intangible heritage. List is unveiled with values of humanity and warm Minister of State (I/C), Tourism & Culture Minister has set ‘Vision 2024’ Through Ministry of Tour- It will raise awareness about an aim to recognise hospitality of our heritage that as a timeline, by which we ism’s webinar on the ancient the various intangible cultural the diversity of Indian define us and make us what America and even developing should be able to enlist, temple city of Mamallapuram heritage elements from different culture embedded in its we are. As Indians, our countries like Brazil, as well as preserve and showcase the (Tamil Nadu), Prahlad Singh states of India at national and intangible heritage motto is ‘Vasudhaiva Ku- our neighbouring nations.” deep and invaluable heritage Patel addressed attending par- international levels, and ensure tumbakam’ (the world is our and culture of our country’s ticipants from India and beyond. their protection. This initiative pitable culture and traditions in family) from the Maha Upani- monuments and traditions. He said, “India has a reposi- is also a part of ‘Vision 2024’ times of COVID-19, the minis- shad, which demonstrates our tory of unique Intangible Cultural of the Ministry of Culture.” ter shared, “Our tradition and spirit of warmth and humility The Intanginble Cultural Heritage (ICH) traditions, 13 of culture is not only ancient, but through the help extended to Heritage list is only going which have also been recog- The second webinar in the se- also invaluable. During the pre- all tourists stranded in India. to grow considering the depth nised by UNESCO as Intangible ries was titled 'World Heritage When it came to offer medi- and vastness of our ancient Cultural Heritage of Humanity. and Sustainable Tourism at cal help to tourists, we did not civilisation, he said. The list The National ICH List is unveiled Humayun’s Tomb'. Highlighting flinch and offered it to people is available on the website of with an aim to recognise the the importance of India’s hos- from developed nations like Ministry of Culture. Tourism Task Force for revival Ministry of Tourism has constituted a National Tourism Task Force in a bid to revive the industry from the impact of the COVID-19 crisis, which has taken a toll on travel and tourism sector in an unprecedented way. The task force, headed by the tourism minister, shall convene its first meeting soon. Nisha Verma Rupinder Brar of State for Tourism and Culture Force is part of the ongoing on what can be the way forward, inputs because there are so many Additional Director General, MOT (I/C), Government of India, and initiative the MOT to continue its what can be done, and how do people to value add to tourism Citing the importance of it will include state tourism min- dialogue with different stakehold- we take tourism forward and and hospitality as an industry. reviving the travel and tour- COVID-19 and make appropriate isters; Joint Secretary-level of- take care of all our stakeholders. We would be benefitted by wider ism industry in India, Ministry of recommendations for the revival ficers of the concerned central These are This is the time for us to cre- participation and inputs, as each Tourism (MOT) has taken a big of the tourism sector in the coun- ministries; industry associations unprecedented times ate value and improve our way sector would have something step to work with the industry in try. The task force will be headed such as CII, FICCI, ASSOCHAM for everyone; this is also of functioning.” different to say and each sector its revival. by Prahlad Singh Patel, Minister and WTTC; and the heads of the time for us to create would have its own issues. The tourism and hospitality asso- value and improve our She added that the task force will Hon. Minister is keen that the “The outbreak of COVID-19 will ciations. Ministry of Tourism way of functioning also be discussing and laying we work on this task force with have a major impact on the tour- shall hold the first meeting of out the kind of safety measures different sectors.” She added ism sector and its revival is of the National Tourism Task Force ers. These are unprecedented and protocols that will be fol- that they would be discussing paramount importance, as it’s shortly,” reads the statement times for everyone and the MOT lowed by tourism stakeholders, the protocols, safety measures the major contributor of employ- released by MOT. wants to hear the industry’s including hotels, agents, tour and other things once the task ment as well as GDP. MOT has problems and also some ideas operators, etc. This is the reason force meets, but in the mean- constituted the National Tourism Rupinder Brar, Additional Direc- various associations will be part time, will depend on the protocols Task Force to meet the chal- tor General, Ministry of Tourism, of the task force. Agrees Brar, that the Ministry of Health will lenge posed by the outbreak of said, “The National Tourism Task “We want to widen the ambit of come up with.
BULLETIN ‘Revenue to decline by 90,000 cr’ Overall revenue of the Indian hotel sector is expected to decline by approximately `90,000 crore in 2020 according to revised estimates by HVS ANAROCK of the impact of COVID-19 on the sector. Nisha Verma would have losses to the tune Rate (ADR) in top 13 markets The RevPAR was `1,750, of `8,379 crore and in the un- in India in March was `5,690, a drop of 64 per cent from In a recent report, HVS ANA- organised sector, these losses which declined by 14 per cent February this year and 56 per would be `41,126 crore. as compared to February 2020, cent from March 2019. ROCK has shared its revised assumptions on the overall rev- Mandeep Lamba, President enue loss that the hotel industry (South Asia), HVS ANAROCK, will face in 2020. “The overall says, “We should now use the revenue of the Indian hotels learnings from this disruption sector is expected to decline by approximately `90,000 crore in 2020, reflecting an erosion of 57 per cent compared to last year. RevPAR in the organised segment is expected to decline by approximately 58 per cent. The industry has not witnessed such an unprecedented de- cline in RevPAR in the last two decades, since HVS has been recording this data,” read HVS ANAROCK’s monthly newslet- ter — Hotels & Hospitality Over- view India (April). The report further mentioned It claims that the Indian hotels and declined by 6.8 per cent as and plan for the new realities that the unorganised segment, sector has come to a stand- compared to March 2019. The beyond COVID-19, keeping which is 10 times the size of still in the last one month, with occupancy in March was 31 per in mind that we need to better the organised segment, is also most of the hotels partially or cent, which dipped by 58 per prepare ourselves for future anticipated to witness a similar completely shut. The report also cent from February this year and events of a similar or even more quantum of decline. While the reveals that the Average Daily by 52.9 per cent in March 2019. vicious impact.” organised sector would see a revenue loss of `40,309 crore, the semi-organised sector
STATISTICS ‘Long-term optimism is high’ VIEWPOINT Coming off a high performance base in 2019, JLL says that the COVID-19 outbreak and the containment measures introduced by the government have resulted in a severe drop Upgrade the framework in foreign and domestic travel, across both the tourism and business traveller segments. ‘Domestic tourism will be the first to bounce back’ India’s hotel and hospitality in- More than 60% of Corporate business is a statement that reverberates through the branded hotels are will be left with less Indian tourism and hospitality industry today. dustry has declined sharply in already shut money to spend But, for the industry to achieve pre-COVID levels in the first quarter of 2020, as the terms of revenues and arrivals, one must first look COVID-19 outbreak impacts vari- at it as an amalgamation of its three vital divisions – outbound, inbound and domestic travel. Hence, ous segments of the sector. “In a mere revival of domestic tourism will not meet the cause. The industry today, even experts believe, the third week of March 2020, at Third week of March Reduction in social- needs a comprehensive countrywide strategy that an all-India level, the hotels sec- saw a 67% decline ising will impact urges each state tourism board, hotel, tour operator tor witnessed a decline of more in occupancy y-o-y F&B in hotels and other stakeholders to work towards influencing than 65 per cent in occupancy the Indian outbound traveller to look towards their own country. This would, of course, mean an upgrade levels as compared to the same of facilities and a complete overhaul of marketing campaigns. In the end, this will ensure that Indian period of the previous year. As Many hotels are New development tourism enters its next phase of development. travel restrictions around the operating with a impacted with lim- world intensified further, Q2 and gross operating loss ited lender appetite Begin locally, think globally Q3 of 2020 are likely to be simi- Learned, well-travelled, demanding and always on the larly impacted,” reads the report lookout for genuinely new experiences – the Indian outbound traveller wants more than is on offer within titled ‘India Hospitality Industry Discounting room Imports will become his own country. Only a well-planned, well-researched Review 2019: The Show must go rates will draw out expensive because product that meets the level of international standards that exist today can entice him to pay a visit. Hence, on’ by JLL. The report estimates the recovery period of rising Forex rate before we upgrade our facilities, policies and offers to uber-luxurious standards, we must stop to understand that at least 30 per cent of hotel our customer. Price alone will not turn heads; packaging of the tourism product will. Hotels and tourism boards and hospitality industry revenue must first begin locally, digging deep into the customer’s mindset to determine what will tick and what won’t. It is could be impacted if the situa- 30% of revenue More assets may time we went beyond our standard tourism destinations to decode a customer’s aspirations and revive luxury tion doesn’t improve by the end impacted if no fall in the ring for travel within the country. of June 2020. With more than The certainty in uncertainty 60 per cent of organised hotels change by June end sale in the latter half India has a young working-class population that in India already shut and several will definitely continue to drive the demand for international tourism in the months to come. That said, others operational with single- it is the short-haul destinations that experts believe will pick up first, while long-haul ones will need to brace digit occupancies, a recovery would need to be cautiously uti- Tourism has always been a sig- development will be impacted as the aftermath of the COVID-19 for a while longer. Tourism boards across the world have continuously will be gradual. lised. Operators would need to nificant contributor of employ- there will be limited lender appe- been observing and studying the aspirations of Indian outbound travellers and will, without a doubt, turn to support the hotel owners more ment generation and a massive tite, particularly in more volatile them for support to help revive tourism in their own countries. India may well be on its way to being the Industry estimates indicate that than ever,” adds the report. It source of foreign exchange resort markets. Investors led by new, much sought-after source market. in India, branded and organ- also provides a comprehensive earnings for the country. This private equity funds will be look- ised hotels’ annual revenue is overview of hotel development sector not only employs work- ing out for stressed assets as the `38,000 crore. Corporate busi- in India in 2019. Whilst 2019 ers in cities but also provides working capital pain and reduced nesses will be left with less mon- witnessed a shifting of concen- livelihood to people across social revenues will impact yields for ey to spend on travel, lodging tration to mid-scale and afford- strata in rural areas. The sector existing hotel owners. and entertainment. Behavioural able branded hotel segments, has also been amongst the most changes will lead to reduction more established developers diverse employers in India as it “Year 2020 started with a strong in socialising, which in turn will and owner operators activated employs significant number of deal pipeline estimated at about impact F&B in hotels. All this will their existing land banks and women across hotels and its US$ 1 billion worth of tradeable impact GOPs and further reduce announced expansion plans supporting businesses. “There assets. Investment action will yields to hotel owners. across key corporate markets in are several macro factors that likely get deferred as the sector India. The report indicates that play favourably to India’s hotel rebuilds itself after containment It is also indicated that the the strong performance of the and hospitality industry. First and of COVID-19, however, we esti- working capital of hotels will be office sector was the key to ro- foremost, the massive domestic mate that more assets may fall in stretched this year. Cost optimi- bust hotel market performance sector, which has also become the ring for sale in the latter half sation at all operational levels across the top seven business travel savvy over the years, will of the year,” the report suggests. will be the key. “FF&E Reserves cities of India. likely drive the rebound as travel- lers extend their average length Growth and development is likely What can be done of stay at a certain destination. to slow down in the next two Secondly, India may get an in- years. Projects under develop- creased share of manufacturing ment will likely get delayed and v Sales and marketing strategies need to be programmed and logistics business that may raising development finance will around the domestic traveller bring back business travellers to also become more challenging. the country in the medium term,” v Focus on staycation demand says Jaideep Dang, Managing The report also points out that v Special focus on guest health and safety parameters Director Hotels & Hospitality imports will become expensive v Food & Beverage (F&B) should be re-aligned Group, JLL India. because of the rising Foreign Ex- v FF&E Reserves would need to be cautiously utilised change Rate. Developers could v Focus on development could shift towards Tier-I cities JLL advises that the focus on focus on locally available prod- development could shift towards ucts to optimise project costs. v Developers could focus on locally available products to Tier-I cities, which are fundamen- On the investment front, cracks tally stronger business-driven will emerge from over leveraged optimise project costs markets. On debt side, new hotel assets and hotel companies. 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QUICKBYTES 5MAY 1ST FORTNIGHT ISSUE 2020 TRAVTALK Welcome to the new normal Spain to prepare for reopening of On-ground realities are poised to change dramatically once we learn to live and travel with COVID-19. tourism sector From health check-ups to safe distancing, travel policies and operational protocols will be re-evaluated. Here’s what the new normal might look like. Nepal Tourism working on recovery HOTEL TOUR GUIDE ATTRACTION plan to sustain industry We have been working with William Boulter The tour guides will have Mahendra Vakharia Mt Titlis will adapt to the Firm action required our sanitation partners, along Chief Commercial Officer to play a vital role once travel Director regulations which will be en- by governments with local medical and gov- IndiGo resumes, as they interact with Pathfinders Holidays forced by the Swiss Federal Of- to support tourism ernment authorities to ensure tourists physically starting from fice. We have already taken a recovery: UNWTO regular cleaning protocols. We AIRLINE arrival to departure. Tourists TRAVEL AGENT few measures even before the have implemented a very strict want to indulge in local culture, closure. These include distanc- Bankruptcy looms outline of measures that all our We will restart operations on so we have to be very careful We will look for hotels that ing with the number of persons over Air Mauritius, hotels have to follow, includ- vital corridors. We will begin for to avoid the threat of the virus. are following the highest order to be transported in the cable placed into voluntary ing frequent cleaning of public domestic only, and then gradu- In this case, helping them enjoy of cleanliness and hygiene. car, sanitising points at all sta- administration spaces, regular sanitation of ally ramp it up to some inter- local events while maintain- The same goes for transport tions and restaurants, spacing high-touch points such as ele- national routes. We will follow ing social distance is key. We agencies that we book vehicles at all our restaurants, cleaning of France makes vator buttons and public tables/ stringent safety measures like will also use hand sanitisers, with. We might consider get- all areas, etc. When we re-open, carrying travel chairs, and enhanced cleaning frequent deep-cleaning of air- hand gloves, and masks for ting our team members to take we have to see what additional certificates mandatory processes for rooms. We will craft, our staff and crew wearing both the tourists and the COVID testing until a vaccine is measures will be necessary as implement new protocols. PPE, temporary discontinuation tour guides. developed. We will ensure guided by the authorities. Arabian Travel of on-board meal services and that none of our clients fly Market postponed to Jean-Michel Cassé barring on-board and duty-free Tapan Kumar Mishra out without a proper medical Rayomand Choksi next year; new dates are COO – India & South sales. We will fill airport buses National Tourism Awardee, insurance that covers any Regional Director May 16-19, 2021 Asia, Accor at 50% capacity and allow Best Tourist Guide (Odisha) expense related to COVID-19 Titlis Cableways boarding for limited number of while out of India. Maharashtra Govt customers at a time. hikes bar license fee by 15%; associations appeal for roll back Ian Banerjee AIRPORT Florian Sengstschmid CONSULTANT Joel Katz CONSULTANT Director CEO MD, Australasia & Asia, Cruise Global Anchor Cruises We are operational round Azerbaijan Tourism Board Masks may become part Lines International Association Increase in travel will depend the clock despite the lockdown of room supplies, perhaps cus- on the success of different test- CRUISE to handle passenger relief flights NTO tomised for the brand. Monitor- CONSULTANT ing regimes and how effective and the cargo flights ferrying ing temperature of guests was the airport safe buffer zones are. Even though cruises have essentials. While we are await- The Azerbaijan Tourism already in place prior to lock- Our members have begun There will be realisation of new high protocols, we will see ing the government’s directions Board, together with the State down. Advance check-in and creating a new health frame- habits and changed behaviour stronger protocols and higher on the resumption of opera- Tourism Agency (STA) of the check-out systems will have work. The industry is working that occurred during the iso- standards of cleaning pro- tions, GHIAL is fully equipped Republic of Azerbaijan and in to be adopted to avoid crowd- with medical experts and health lation. We will see a ‘Zoom’ cedures, such as increased to commence operations with cooperation with Food Safety ing in lobby. Guests may have authorities internationally to lay effect – moving even more to frequency of cleaning, more a completely sanitised terminal Agency of the Republic of Azer- to produce health certificates a new foundation for the cruise an all-digital world will mean sanitization stations, etc. Sec- and ancillary zones, which will baijan (AQTA), has launched as well. Swimming pool, gym sector. We are using this time to greater use of video conferenc- ondly, the focus will be on social have all hygienic and sanitisation an innovative programme and spa will not be operational define the new landscape we will ing, which will severely impact distancing and minimising touch norms in place. Some of the key called SAHMAN (Sanitation initially. Disinfecting rooms af- work in when the time comes to one-to-one travel. Webinar points. Genting Cruises has al- measures include the tech-ena- and Hygiene Methods and ter check-out, minimum three sail again. Many teams around growth will reduce convention/ ready announced that they will Norms). Supported by UNWTO, feet distancing between tables the world are working in tandem meetings travel. Certified safe not have any self-service buf- bled interfaces for contact-less the programme will focus on in restaurants, and FSSAI & with experts to ensure we learn places such as regulated hotels fets and will increase distances passenger processing (e- accommodation, F&B and HACCP standards be followed. as much as possible from these will become popular and home in seating between tables at boarding), a contact-less shop- touristic transportation provid- Hotels will have to schedule unprecedented events. Maritime rentals without safe ratings will restaurants. Also, use of paper ping and F&B experience, etc. ers. Our stakeholders will be manpower with equal staff policy work underway within fall away. Staying with family will menus or App-based menus The new normal will include expected to commit to sector- spread across all three shifts CLIA will define the specific be popular. will be encouraged. There will personal protection through specific checklists introducing to ensure safe distancing. screening, cleansing and med- be a limit on every area/ex- mask and gloves for airport initiatives such as mandatory ical protocols that cruise lines Timothy O’Neil-Dunne cursion to enable distancing. staff, and passengers would precautionary measures, safe Harmeet Singh Bedi will adopt globally, in addition Operating Partner The use of automated entry/ be encouraged to undergo distancing, disinfection, quaran- Director, Hotels & Hospitality to those already in place. How- 777 Partners for Phocuswire exit points will be increased to thermal screening at both tine areas, cleaning methodol- Group India, JLL ever, it is too early to discuss reduce touch. departures and arrivals along ogy, and more. specific procedures. Inputs by Hazel Jain with an advice to wear masks while entering the airport.
6 TRAVTALK MAY 1ST FORTNIGHT ISSUE 2020 AGENTS Master the MSC Masters Revival to begin in Sept Enrolling in MSC Cruises’B2B certified programme called MSC Masters According to Deepak Narula, MD, GRN Connect, revival from is a great way to learn about a new product right now. The company is COVID-19 will take at least 5-6 months and normalcy will return only also regularly conducting systems as well as soft skills trainings. in a phased manner. For now, the company is staying afloat. Hazel Jain Rashmi Ahuja Not just internal, MSC Cruises Nisha Verma Deepak Narula further,” he says. The company Commercial Coordinator is also constantly looking at Managing Director is also planning to come up with Skill development is an impor- MSC Cruises India educating the trade about its Though times are not favour- GRN Connect some exciting new products. tant element in an industry products and cruising as a able for any segment of the like ours, says Rashmi Ahuja, corporate office for developing concept. “We have developed travel industry, Deepak Narula for such an eventuality,” Narula We need to be Commercial Coordinator, MSC our own flyers based on exist- a B2B certified programme believes that things could start remarks. better prepared in Cruises India. “Ours is a pro- ing guidelines set. Further, we called MSC Masters, which is returning to normal in the next five the future for such gressive industry and things are also conducting systems accessible to our registered to six months. “We can expect In addition, he feels it is also im- an eventuality keep changing regularly. Effec- training for some who will work business to be close to normal portant to keep teams together tive training programmes, be on content management of our It is a by the end of September 2020, and empower them through GRN Connect, like several oth- it online or otherwise, not only B2B portal as well as B2C portal. comprehensive as we need to give at least six knowledge sharing sessions ers in the industry, will be open- help develop the existing skills programme designed months for travel to bounce back and trainings. “All our team ing its office in a phased man- and knowledge, but are also the Besides this, we also conduct to enhance knowledge and as expected, domestic travel members are safe and staying ner. “We are thinking of going building blocks to organisational soft skills trainings enabling on MSC products will start first, then business trav- indoors. We are regularly inter- slow on working from office; we success to survive and prosper them to communicate more ef- el, followed by leisure and cruise acting with each other to stay in will start only with absolutely in the modern world,” she says. fectively, develop interpersonal agents on www.mscacademy. vacations,” he shares. contact. We are using this pe- necessary staff and once the skills, etc,” Ahuja adds. com. The new e-learning pro- riod to enhance our destination situation is well under control, The team at MSC Cruises India is gramme is designed to enhance His company, too, like many knowledge as well as to reinvent we will open the office for all,” constantly encouraged to under- knowledge on MSC products. others, has taken a hit because our online portal with some new he shares. take training. “Depending on the It also has virtual ship tours of COVID-19. “This pandemic features. We are also working on existing skill set, each talented available with a catalogue of has hit us very hard as is the a post-COVID strategy to revive For ease of users employee undergoes training courses,” Ahuja adds. case with other trade partners. business by first bringing it to a that is relevant to their core job Currently, we are only handling normal level and then growing Their website has been spe- role. We do conduct virtual train- cancellations and refunds. We cifically designed to give easy ing programmes created by our are trying to keep our expenses direct booking access to com- under control to have minimal petitively priced hotel rooms Results of the TravTalk Salary Survey 2020 reveal that almost 77 per cent damage,” he says, adding that and other leisure products. of the industry had to resort to pay cuts to battle the financial impact of the current situation, whenever it the COVID-19 crisis. gets better, would be a learning for the future. “I think we need to be better prepared in the future Kerala involves all stakeholders Taking the lead in the fight against COVID-19, Kerala’s state tourism machinery is involving all its stakeholders in its discussion about what the state’s industry needs to – first survive, and then recover. It expects inbound tourism to pick up only by next year, while domestic travel may begin in the last quarter of 2020. Indeed, it is a grim situa- Rani George One of the things we need to Baby Mathew Somatheeram Today, our billing is zero Bakul Gala tion, especially since Kerala Secretary, Department of impress upon is for the govern- President every month. Under these cir- Vice President, Corporate has traditionally depended Tourism, Government of Kerala ment to extend to this industry a Kerala Travel Mart (KTM) cumstances, paying our staff Communication, GoAir on tourists from UK, US, and bailout package that has mone- every month is very, very dif- Western Europe. But perhaps, I have drawn out a revival tary and fiscal elements. We also Kerala is now making all ficult for us. We can do this for MoCA as well as the DGCA as a country, we are losing out strategy for the short, medium need support in terms of ease in preparations to receive tour- maybe one or two months, but have announced a rule that on a lot of potential for domes- and long term, based on my dis- taxation. The ministry should ists once the country becomes beyond that will be a Herculean airlines have to keep the middle tic tourism. We need to work cussions with many members of spearhead the efforts in putting COVID-free. Kerala Tourism is task. That is why, we really need seat vacant. When I do the math, more towards domestic tourism, the trade and travel associations. this forth. Tourism is well justi- drawing up ambitious plans a loan package. with zero to four almost 33% of my capacity is and must use this interim time We have submitted a proposal fied in demanding these pack- to attract domestic tourists per cent interest that is payable lost. So, for the next few months, to showcase our strengths and to the minister of tourism, on ages, which need to be offered in a big way. The experience in 2021. In all probability, we will I have to operate at 66% as full pitch ourselves to other states, which we will need approval soon. The state government is of foreign tourists, who have see international tourists coming load, and that has led to a lot of and create a marketing cam- from the finance and chief min- trying its best to address the recovered from COVID-19 by in by Jan 2021 and domestic economic shuffling with ticket paign around this. ister as well. We hope to get loss of livelihood. receiving treatment in Kerala, will tourists from Oct 2020. prices. In the end, the airline the necessary sanctions for the boost our tourism prospects. I must also survive and needs to Rupinder Brar industry. We expect domestic Dr Venu must add that our employees Sejoe Jose charge adequately. ADG tourism to start by October. Principal Secretary, Revenue need to be protected as they are President Ministry of Tourism Government of Kerala the most affected. IATO Kerala Chapter Inputs by Hazel Jain
GUESTCOLUMN 7MAY 1ST FORTNIGHT ISSUE 2020 TRAVTALK ‘Together we'll fight the menace’ Inderjit Singh, Aviation Consultant with International Civil Aviation Organization (ICAO) and former CEO of Indira Gandhi International Airport (IGIA) New Delhi, reflects on the impact of COVID-19 on tourism and a probable recovery mechanism for the sector. The tourism industry is very Tourism will be long and slow, it will Airport Conclusion resilient. The COVID-19 out- definitely happen. In the interim, The million-dollar question is break presents the industry with even in the post-COVID era, Administration/Operations/ when will we return to pre- yet another major and evolving some new trends will emerge. Airport Health Services COVID levels? My short an- challenge. It has come out of swer is: not for a very long several crises with panache Airports Airlines v Domestic tourism will re- time! The only way to get and shall win over this one, too. cover faster than international. through this crisis is for all COVID-19 is unquestionably Synergy between Tourism, Airports & Airlines WHO ICAO/IATA/ACI segments of the industry to a war, and one against an un- v Airlines should expect to remain calm against all ad- known enemy. What’s discour- Airports and airlines, the two switch to flying fewer and Medical Policies/SOPs/ versaries and work together. aging is that we do not yet fully major constituents of the aviation smaller aircraft. Infrastructure Procedures/ Hence, no more one-time understand the virus, and we sector have handled with alacrity Processes quick-fix solutions and Band- might not for a while! incidents such as the 9/11 and v Airports must integrate so- Aid arrangements, but long- the Eyjafjallajökull - the volcanic cial distancing measures. The Airline A joint global effort term strategies kept ready to Tourism in the global eruption that closed Europe's relatively smaller aircraft with fight this recurring menace. economic environment airspace, and more recently, the less passenger payload and fre- Airport/Onboard Passenger A strong bond exists between worldwide grounding of the 737 quency of movement will work Comfort & Medical (The views expressed are the the tourism and aviation sec- MAX. These have adversely ef- without extra areas. Services author's own.The publication may or tors. Together, we have under- fected air transport and conse- gone the onslaught of viruses quently, tourism stakeholders. v Social distancing norms v Technology should be lever- global effort and integrated fa- may not subscribe to the same.) such as SARS, H1N1, MERS, should be followed in aircraft seat aged to minimise personal con- cilitation procedures to ensure Zika and the EVD (Ebola). The UNWTO, ACI and IATA collectively allocations. This would certainly tact between the stakeholders at the health and safety of travel- Inderjit Singh COVID-19 pandemic, however, estimate a drop of US$1.3 trillion effect revenues, but is important all stages and in all the facilities. lers. I have attempted to evolve Aviation Consultant, ICAO is a different ball game altogeth- in 2020 compared to the fore- for larger social obligations. a mechanism to ensure that er and unique due to its rapid casted pre-COVID-19 figures. Cracking COVID-19 every element in the supply spread across 210 countries. v Social distancing norms The UNWTO, ICAO, IATA, Air- chain works in tandem in a fair, The earlier viruses were local- Recovery: Slow but certain should be extended to surface port Council International (ACI) effective and coordinated man- ised and confined to certain While the recovery in demand transport vehicles, hotels, restau- and the WHO ought to ner. One weak link and the regions only. rants and tourist sites. collectively formulate a joint chain will snap! Local guests on hotel radar While everyone is waiting for the lockdown to be lifted and things to get back to normal, hotels are prepping to bring back business while making sure that they meet all safety and hygiene norms that the government may put in place soon. Hotel brands talk about the markets and traveller segments they will approach once the COVID-19 crisis is put behind us. Our marketing plan will be to Pushpendra Bansal The lowest hanging fruit Davinder Juj The fundamental tectonic Dhananjay Kumar approach Odisha-based corpo- COO that we see within the domes- General Manager, Eros Hotel shift that will emerge for hotels Vice President – Operations rate, banks, the IT sector, Phar- Lords Hotels & Resorts tic segment is that of self-drive New Delhi, Nehru Place out of the COVID-19 crisis will be Evolve Back Resorts ma companies, etc., for holding holidays. We have, in the last around three pillars— efficiency, their conferences and meetings We will promote staycations 10 days, created brand new Once the lockdown is over, automation and technology. The In the immediate aftermath, within the state. We will also for local travellers. We will also products focused entirely domestic corporate business most important approach, once driving holidays will be preferred. approach all those guests who upsell SPA, local art & culture, on this segment and we are will be the first one to hit the the lockdown is over, is to at- We are going to re-engineer our have cancelled their bookings dinning, and organise local field confident that with the right digi- road. Industries like Pharma, tract customers to our destina- SOPs pertaining to hygiene and due to COVID-19. We have al- trips and day-long picnics during tal marketing approach, we will agriculture, banks, public sec- tions. We should be making new sanitisation. The frequency of ready approached our govern- this period. On the hotels front, see good traction and conver- tor, FMCG and infrastructure, strategies and evaluating them sanitisation will increase and ment for declaring directives we will enhance our cleaning sions for these products. At this etc., should immediately start on a monthly basis. We should we will ensure enough sanitis- that all meetings of the gov- protocols to include additional point in time, potential guests are their operations and create some relook into our pricing to make ers are placed from staff en- ernment and private sector be sanitation and cleaning rou- not going to look at brand, price demand. This will also depend it more pocket-friendly for lei- trance to guest areas. We will conducted within the state. tines. Sanitiser bottles will be or product. on the financial health of the re- sure market. use and encourage our guests kept at public areas. Seating spective sector and companies, to upload their IDs online by self- JK Mohanty capacity of restaurants and Akhil Anand as well as the grant or support Naresh Arora check-in process. Guest pick up CMD bars will be reduced. Director, Tree of Life being extended by the govern- Managing Director, Trulyy vehicles will be sanitised. Swosti Group Resorts & Hotels ment to revive the economy. India Hotels & Resorts Inputs by Nisha Verma
8 TRAVTALK MAY 1ST FORTNIGHT ISSUE 2020 TECHNOLOGY India Assist helps 350+ tourists India Assist turned out to be an effective digital tool for foreigners stranded in India amidst the COVID-19 outbreak by providing real-time aid. Harish Khatri, Founder, India Assist, shares the story behind the mobile-based application and future plans for it. Nisha Verma Harish Khatri assistance. We found a serious travel. This has ensured that we and sharing positivity. We re- Founder, India Assist lack of a centralised system that create a world-class product, a sponded to their queries and For Harish Khatri, it all began could provide foreigners in India product which we would want to provided possible solutions when he was travelling to huge gap in the market. By verified information and trusted use ourselves as travellers. Our in real time. Our technology USA sometime in 2013-14. “I mid-2015, we started working assistance. We conceptualised core product offering is the as- has an in-built chat, which helps could see that there was a lot on this project. We identified and launched India Assist with a sistance and distress manage- us address multiple queries of excitement about travelling to a serious gap in the current vision to bridge the gap and en- ment service via a subscription- at a time. It can capture live India, but there was still this nag- travel and tourism landscape hance the Indian experience for based mobile App. We provide locations of tourists, which ging fear of whether India was in terms of security and active travellers,” he says. help to travellers in India, which helps us provide on-ground safe for tourists or not. To under- includes verified information and assistance swiftly” stand their apprehensions, I be- At a micro level, personalised assistance through gan researching on the support we want the states to our on-ground team, in medical Their strategy for the future that was available if a tourist got adopt this model and at emergencies, theft, loss, alter- includes many new things. into any distress situation and to a macro level, we want cations and transit. The model of “Our plan entails creating an my surprise, there was none. Af- to venture into other our product is on-ground assis- ecosystem for foreigners arriv- ter returning to India, I discussed countries as well tance and human interface, and ing in India, and becoming the this idea with a few people and we help by allocating personnel most reliable information and everyone said that there was a At the core of India Assist is ‘em- to the tourist at their live location. assistance platform for them pathy’, a guiding force behind We are also constantly working while they travel within India. At Aid during COVID-19 the development of the product. with our teams to ensure they stranded foreigners at the time a micro level, we want the states Khatri explains, “Every service, are compassionate. Their motto of COVID-19 outbreak in India, to adopt this model and at a India Assist was able to help over 350 foreigners through action and initiative is focused is to ‘Help First’ and ensure he adds, “India Assist sup- macro level, we want to venture verified information and assistance since the lockdown was im- on benefitting tourists in terms of the subscriber is put at ease ported foreigners with verified into other countries as well. We posed across the country. Some of the tourists were assisted in making their life easy while they and comforted.” information, arranging food and also look forward to support reaching their nearest international airport so they could fly out shelter, helping them take evac- from within the industry since of the country, back to their homes. Sharing details of the kind uation flights during lockdown, we are not in competition of services they offered to even recharging their phones with stakeholders. Amusement industry seeks stimulus The Indian Association of Amusement Parks & Industries (IAAPI) seeks an emergency decision to rescue the industry, which is running out of working capital and is finding it difficult to meet financial obligations. It has made a representation to the government seeking relief. TT Bureau retary – Ministry of Labour & to do so for the lockdown IAAPI’s representation to the government Employment, Government of period. Ajay Sarin, Chair- The amusement industry India, IAAPI has requested all man, IAAPI, said, “We seek v Complete GST Holiday for 12 months: To make entry prices economical to attract patrons, creates employment both an emergency decision to complete holiday for 12 months (Central and State level) is sought, also as with almost no revenues, directly and through ancillary Ajay Sarin rescue the entire amusement there is hardly going to be any GST, as the revival of business may take time. and other related industries like Chairman, IAAPI industry. The only way this can hospitality, F&B, transport and happen is by reducing fixed v Deferment of Fiscal Statutory Compliance Deadlines: Deferment for 6 months in payment of more. But it is in dire straits due its members not to terminate operating expenses significantly direct or indirect taxes of all statutory dues like advance payment of taxes, PF, ESIC, etc., at the to the COVID-19 outbreak. As a jobs and to pay the wages central government level or state government level. consequence, the amusement and salaries of permanent and The only way industry is looking at pan-India contractual labourers without is to reduce fixed v Waiver of Custom Duties on Import of Spare Parts: Waiver on custom duties on import of financial distress and bankrupt- any deductions for the month operating expenses spare parts to bring down the repair and maintenance cost. cies, closure of businesses and of March 2020, and continue significantly in the massive job losses. immediate term v Reduction of Effective Rate of Interest on Loans from Financial Institutions: Reduction by 200 basis points in effective interest rate being charged by financial institutions on term loans, The Indian Association of in the immediate term. The working facilities and other facilities with immediate full transmission for working capital to reduce Amusement Parks and Indus- industry is running out of the burden on cash outflows. tries (IAAPI), an apex body working capital and is finding representing the interests of this it difficult to meet its financial v Moratorium of 12 months on Payments to Financial Institutions: 12 months moratorium on industry, is seeking an urgent obligations in such a crisis.” instalments of principal and interest payments on loans and working capital from financial institu- stimulus package to bail it out. tions besides a doubling of working capital limits on interest free and collateral free terms. As per the advisory issued by Heeralal Samariya, IAS, Sec- v Fiscal support for salaries: Support fund for 12 months on the lines of MNREGA to support basic salaries with direct transfers to affected amusement industry employees. WTTC has launched a new marketing campaign, #TogetherInTravel, aimed at galvanizing the global travel and tourism community. The video can be v Concessional pricing for water and electricity: Provision of water and electricity to the amuse- viewed on and shared from TogetherInTravel.com ment industry for six months on subsidised rates. v Lower rate of IT and early settlement of IT refunds: This is to enhance cash inflows and reduce cash outflows. v Request Employee State Insurance Corporation to pay the entire wages of the employees of those units that are covered under ESI for the period of lockdown. As COVID-19 has caused a medi- cal disaster ESI is well justified in meeting this commitment of employees.
HOTELS 9MAY 1ST FORTNIGHT ISSUE 2020 TRAVTALK Battling crisis with ‘Pride’ A tough road lies ahead Satyen Jain, CEO, Pride Group of Hotels, says that while the group JB Singh, President and CEO, InterGlobe Hotels, says that they battles the COVID-19 crisis today, it has already strategised a plan are closely monitoring the fast-changing situation and preparing to revive business in the post-COVID era as well. themselves for the time ahead. TT Bureau Satyen Jain it is expected that the Indian Anupriya Bishnoi JB Singh ity industry is undoubtedly one Chief Executive Officer hospitality sector will continue to President and CEO of the biggest causalities of the Pride Group of Hotels has Pride Group of Hotels see the impact of the pandemic JB Singh believes that with the InterGlobe Hotels COVID-19 outbreak. We expect taken several measures for some more time, resulting growing number of COVID-19 the government to provide us a and has even launched some parcels daily. This initiative was in very low hotel occupancy. cases in India, extending the situation closely and reviewing initiatives to navigate through the launched to support those brave lockdown was a necessary step. our systems and processes. These are COVID-19 crisis. Keeping safety hearts who were working on the At the end of H1 & “We support the government in This would allow us to not just challenging times as measures at the forefront of its frontlines during the crisis. Pride early H2, the industry this decision as this is essen- emerge from this crisis, but also there was no business business strategy, the group is has also strategised initiatives for should gradually be tial in ensuring the health and be on a new growth trajectory in April, and the rest working round the clock to sup- the post-lockdown phase, like back to 50 per cent safety of the people. As a hotel which is stronger than before,” of Q1 (April-June) port and cater to its guests. creating an alternate workspace occupancy if COVID-19 company, these are challenging he shares. would also struggle Satyen Jain says, “To avoid any for mid-senior level employees cases are controlled times as there was no business to gain volumes safety threats to guests and staff who are accustomed to travel- and the lockdown is in the month of April, and the Singh also urges the govern- members, we have minimised ling and working in isolation, lifted completely rest of Q1 (April-June) would ment to come forward and help monetary stimulus package to manpower across Pride proper- maintaining social distancing in also struggle to gain volumes,” the sector which is suffering stabilise and support the sector ties. This step has also helped services, and launching food de- “However, at the end of H1 and he says, adding that during this the most. “The Indian hospital- in the near term,” he says. In us in controlling our operational livery in select cities. early H2, the industry should time, InterGlobe Hotels’ focus the medium to long term, Singh cost. We are trying to conserve gradually be back to 50 per cent will be on putting in place a ‘go to explains, the government should cash in an uncertain environ- While the hospitality industry has occupancy if COVID-19 cases market’ strategy so that they are look at policy-level decisions on ment while minimising our fixed been affected drastically by the are controlled and the lockdown ready to take on the first wave of issues ailing the industry. cost and running more efficient- COVID-19 outbreak worldwide, is lifted completely,” says an business when the situation im- ly. Besides that, we continue to optimistic Jain, adding that with proves and travel recommences maintain a strong relationship the substantial loss of revenue, later this year. “As patient capital with our corporate clients and the industry has to find ways to investors, we are monitoring the build a business pipeline for navigate the crisis. months to come.” According to ‘Hotel Sentiment Survey 2020 (Impact of COVID-19)’ by Horwath HTL, 64% of the respondents believe that demand in the wedding During lockdown 1.0, the segment is likely to recover to pre-COVID levels once the outbreak is over. group’s hotels distributed food
1 0 TRAVTALK MAY 1ST FORTNIGHT ISSUE 2020 DIGITALCONCLAVE Domestic travel versus int'l Domestic travel is believed to be the main driver of tourism after things come back to the new normal in India.This was the focal point at TRAVTALK’s second Digital Conclave on April 21, where panellists agreed that a number of things needed to be reassessed to achieve the desired impact, right from changing the traveller’s perception of domestic tourism to infrastructure development. Nisha Verma tourism—states and hotels. For make our packages cheaper that before anything else, one that uniqueness is important, so hotels in India, we only have one that we can sell something to a While domestic tourism request that they should have a than those of other countries. needs to build the consumer’s consumer. As we step towards is believed to be the first uniform rate for both online and that level of recovery, that’s travel segment to recover once offline travel agents. They should Airlines, too, have a very impor- confidence on health and safety what people are going to want. the COVID-19 crisis is put be- not quote direct discounted rates They want to be able to ‘feel’ hind us, it is still not considered to clients, especially corporates. tant role in doing that because checks, and to let everybody the value and it doesn’t matter an ‘elite’ activity, especially by The aim should be to promote whether it is a $50 hotel or a seasoned travellers. The seg- domestic tourism in India, for they have high prices during know and understand what has $100 hotel. They only want to ment itself needs a dynamic which hotels can offer add-ons ensure if they are getting that overhaul if we are to promote it like upgrades, offerings for spe- season,” Khanna explained. been certified and what is the connectedness, that person- among India’s discerning out- cial occasions, etc., to clients. alisation, and as an industry, we bound travellers. During this period of lockdown, need to come together and build the hotels can also organise that confidence for consumers,” Re-define domestic tourism knowledge sessions with the do- she explains. Sharing his views during the mestic tour operators.” second TravTalk Digital Conclave certificate of health. on April 21, PP Khanna, Presi- He added that the states, on dent, Association of Domestic their part, could showcase their Even Ashwani Lohani, Chair- man, Andhra Pradesh Tourism “We need to come together as Development Corporation (APT- an industry so that travel agents, DC), believes that there will be a who are the authority and the Every bit counts… lot of apprehension in the minds one source our consumers can “We must start somewhere! Just making grand plans doesn’t really of people in travelling far off, be- rely on to get information, get help. As far as tourism is concerned, a lot of small things must be done. Now is the time to commission a good study on domestic cause they will fear getting stuck everything they need. The ho- tourism, then make all the states and stakeholders follow it. For en- ergising domestic tourism, we need to have a very aggressive cam- or being quarantined. He said, I feel that there paign, which can create that desire in the hearts of people to explore their own country. The report should be made by one of the tourism “I feel that there will be a major organisations — FAITH, IATO, TAAI, etc.” shift towards domestic tour- will be a major shift – Ashwani Lohani ism from international tourism. These are unprecedented times towards domestic and are tough for everyone. We tourism from Ashwani Lohani could have never imagined such international tourism. Chairman, Andhra Pradesh a scenario. Ever since I started Tourism Development Corporation (APTDC) my journey in tourism in 1993- These are unprecedented Lohani says that right now, covering many destinations. 94, the word ‘tourism’ meant times and are tough instead of crossing borders, What is required is to position inbound tourism. It was all about pure domestic tourism will be domestic travel right. Let the people coming from interna- for everyone favoured. “When flights start effect of COVID-19 start fading, Tour Operators of India (AD- products by undertaking public- tional shores. Now that transport taking off will be the right time and only then should we start TOI), said, “Once the COVID-19 ity campaigns, something that - Ashwani Lohani to come up with new campaigns a campaign. Under the PPP crisis is over, there will be new India lacks when compared has stopped completely, interna- restrictions and norms for tour- to other countries. This could ism. There are two important be done through social media, tional travel has come to a grind- factors that govern domestic digital media and print media campaigns. “States should also ing halt, so has domestic travel.” tels need to work very closely, think of tax reduction to as a community. Hence, anyone An opportunity for traditional agents boost tourism traffic in the country. Most of For hotels in who engages with the consumer “All the people cannot be catered to by Online Travel Agents (OTAs). the countries in Eu- India, we only have one needs to have that certificate of Hence, today, people are asking for the traditional travel agent be- rope and even in our request that they should health. That’s our number one cause they are facing a lot of problems with OTAs, including that of neighbourhood have priority,” she explains. refunds, responses and the human touch, which they can get from competitive tax struc- a traditional travel agent. We have a lot of scope in India with rural tures. The Central gov- have a uniform rate for Once these health measures tourism, farm tourism, M!CE, weddings, beach tourism, film tourism, ernment and the states both online and offline have been established, one adventure tourism and eco-tourism. All these things can be explored should consider doing travel agents needs to redefine the value in the right way through traditional travel agents and not OTAs. How- that. It is impor- proposition being offered to the ever, which state would start travelling first only depends on the kind tant to of restrictions and measures they have taken to fight COVID-19.” - PP Khanna consumer as well as the travel agency. “There is a perceived – PP Khanna value that it’s best to travel “Travel consultants are experts, and personalisation is going to be critical now more than ever. A lot of people are going to have ques- Dealing with competition abroad rather than stay in your tions, and there will be a lot of information coming from hotels, tourist destinations, theme parks, etc. Hence, it’s important to talk to your Hotel room fares in India are own backyard. What we need consumers. This is probably one of the biggest opportunities be- cause it will no longer be a fast-transactional purchase. People would much higher than those in other to do collectively, with our con- want the human touch and the expertise.” countries, especially in South- sultants, is to become absolute – Kerri Hannaford east Asia where for the same experts in offering something “While direct financial assistance may not be possible, agents can give suggestions as to what is to be done and the state governments price one can get a better prod- unique and bespoke. There must do that, since they also want to do promotions. It helps the agents also because then more people travel to the state and will come to the uct. If it’s cheaper to travel be those ‘surprise & delight’ agent. It helps everyone and agents should look forward to such help from the state governments. It takes tourism forward.” internationally, how can moments for our customers. – Ashwani Lohani one expect domestic Here, the perception of value for tourism to flourish is a money is going to be crucial. It question that comes is also important to know what quick to the mind. unique experiences we can give Kerrie Hanna- to consumers, whether they ford, Vice Presi- are from the same city or have PP Khanna President, Association of dent Commercial, travelled from another end of the Domestic Tour Operators of India (ADTOI) Accor (India & country. How the travel agent South Asia), says community helps us to establish
DIGITALCONCLAVE 1 1MAY 1ST FORTNIGHT ISSUE 2020 TRAVTALK model, states should make it consultants put in a lot of hard the supply is there, we will also easier for private investments to work and man hours when they be able to give $30-40 rooms to come in for creating tourism in- are making a package. Hence, clients. Today, hotels offer huge frastructure. We need land banks they want to ensure a good re- prices in season time, which has in place and simplified process- muneration when they finally to change.” es. In Madhya Pradesh, we came sell that package. There will be a Hannaford feels that rates are M!CE will surge going to be very interesting because there is going to be a “Both states and hotels should look towards doing joint promotions survival period and then a revival with the travel agents to boost domestic tourism in India. M!CE is a period. “In the survival period, big segment and according to 2018-19 data, this segment earned we will be talking to our partners a revenue of Rs25,000 crore. With new ventures like banquet halls, and working through what needs trade fairs and facilities in cities like Delhi coming up, it is expected that to happen, how we need to make by 2022, this revenue could double to the tune of Rs40,000-50,000 it happen and what value addi- crore. All the states should consider opening new M!CE facilities.” tions are going to be there, which is very critical. I have worked all – PP Khanna over the world and my observa- tion is that the Indian hospital- up with a booklet that mentioned difference in commission levels ity and tourism industry has Another observation she shares ever, he feels that as soon as and tour operators.” He says every process and rule that was between a `7,000 booking ver- shown such solidarity that I’ve is that midscale hotels started off tourism bounces back, all these that all stakeholders must focus needed for private investors. sus a `12,000 booking. Hence, never seen anywhere else. If any first, followed by five-star hotels. people will also come back. He on attracting leisure tourists. Such initiatives should be taken we should always consider the country can pull itself up quickly, “However, it would still be a long adds, “A lot of competition will “This digital conclave is part of forward,” he recommends. supply chain.” it’s India. It is so resilient and optimistic that turning the corner Now is the time Price point and perception The states should is near. It’s very impressive,” On the cards… to commission a While it may not be difficult get- come forward and ask she says. good study on domestic ting a hotel room of even a four- private entrepreneurs “We are going to be working with a number of companies to make tourism, then make star deluxe property in USA or to invest in tourism Learnings from China sure that there are new standard operating procedures in our hotels all the states and Europe for a rate as nominal as infrastructure under the Hannaford says, “Our team has and it’s not just for internal use. Also, we want to share that with the stakeholders follow it $40-50, this isn’t the norm in PPP model. Private observed that people were cel- travel agency community because they are going to be a source of India. One needs to understand investors can build ebrating and corporates have authority and they don’t have to go back and double check if some- - Ashwani Lohani if domestic tourism still stands a hotels and the states started coming back very slowly. thing is safe to use or recommend. That is step one for us. Secondly, chance in this reality. Hannaford can give subsidies They revealed that people in we realise that information is going to be critical, hence, constant confidence building and is an says that revenue management China are wanting to spoil them- communication is necessary. We are preparing a dedicated area for effort towards bringing focus on has a huge part to play in pricing. - PP Khanna selves — by having a birthday both the online and offline travel agent community to provide updates. domestic tourism. Confidence “Sometimes, this can also be cake, by getting back together We will be sending out newsletters about our different product offer- building measures should be about driving occupancy, where- For Lohani, it is a question of with friends, relatives, colleagues ings and value propositions, exclusively for that community. While taken up by governments and in you will find that for a limited demand and supply. “The num- and people they haven’t seen in these are the priorities for Accor, speaking on behalf of the hotel in- tourism boards. When every- time, a hotel may have a price to ber of hotel rooms in India in quite some time. Thus, they want dustry, I can say that it’s critical for us to communicate exactly what thing is alright, they can an- possibly entice new customers the classified category, I think, to spend a little bit more than we are doing and that a certificate of health is going to be critical in nounce that tourists would be to come, or they must be newly is around 125,000, which is not they normally would. Not every building consumer confidence again.” safe when they visit the respec- opened, or they might have gone enough. That’s a major issue— tive state. They can claim to take through renovation. There are star-rated rooms are much less If any country – Kerrie Hannaford care of tourists’ hygiene and several governing factors as to than what is required. We need can pull itself up quickly, make sure that they don’t get in- where a price point sits, and it’s to build more hotels, roads, sig- it’s India. It is so resilient while before any international get built in between the states to fected. Such things should come been around for centuries. This nage, etc., and with all of this we and optimistic travel would happen for people attract M!CE. Each state would into the campaign. The time for again goes back to one’s percep- should build tourism,” he says. in China, as they are still scared. aspire to get as much M!CE as domestic tourism has come!” tion of value,” she explains. - Kerrie Hannaford We are also watching the price possible in its territory and that he remarks. In India, the supply of hotel points, as well as both online may lead to incentives. This Furthermore, Hannaford says, it rooms falls short of the demand major city is back yet. However, and offline travel communities. would further boost domestic depends on the hotel, the situa- for them. Khanna says, “The we are seeing something posi- tourism and more will be the tion and what market the hotel states should come forward tive — people are staying locally Anyone who propensity of that state to is in. She shares, “I believe that and ask private entrepreneurs to at a hotel. Hence, it’s important engages with the give incentives to the travel agent community is of invest in tourism infrastructure to be talking to the travel con- consumer needs to have travel agents absolute experts and they should under the PPP model. Private in- sultant, about doing something a certificate of health. be paid for their expertise. If you vestors can build hotels and the special and unique. The team That’s our priority want to have low rates, you are states can give subsidies. Once in our sales offices are on the starting to eat into the commis- phone talking and advising them - Kerrie Hannaford sions of travel agents/consult- in terms of what they can offer.” ants/ambassadors. We are in this industry together. The travel Personalisation and under- standing the client is key. Communication is important,” she believes. Bouncing back Kerrie Hannaford Lohani says that temporarily, Vice President Commercial job losses are there be- Accor (India & South Asia) cause in the tourism sector, everyone working in and around a tourist destination or a monument gen- erally belongs to that area and is not a migrant worker. How-
1 2 TRAVTALK MAY 1ST FORTNIGHT ISSUE 2020 DIGITALCONCLAVE Could India also mean luxury? A definite and a resounding yes! This could be an opportune time for our travel advisors to realign themselves to this new oncoming wave of domestic tourism. A key ingredient for this would be to finely decode the customer's aspirations to the T and ensure that he is offered something new, exciting and worth his while! Hazel Jain outbound market. I think this asks Sharma. “There is a need He also attempts to debunk the …And airlines too Dr Ankur Bhatia is the first time that the Indian to bring our circuits back to the myth that luxury tourism in India With more than two decades of Executive Director If you can’t go outside, go travel industry can reposition forefront. Domestic tourism is expensive. “I think it is about experience in aviation industry, Bird Group itself dynamically to create the should not be positioned just as perception. When we talk about Sanjay Kumar, Chief Strat- inside. This profound line be- paradigm that is necessary for a weekend package. We should luxury tourism in Europe and egy & Revenue Officer, IndiGo, Kumar says, adding that Indigo came the lockdown tagline for that domestic traveller to look at make it a five or six-day package Asia, the rates are extremely reminisces how he (when at Air has 63 destinations across the many of us who reached the India as their next luxury holiday whether it is religious, wildlife, or high. Even before Covid-19, Sahara) more than 20 years ago network of which 25-30 destina- point of being stir-crazy. Per- destination,” he says. experiential in nature. We need to you could still rent a really good joint hands with Arjun Sharma tions have been launched in the haps this could also double up mix and match, add standalone five-star hotel in India for US$ to create a air-hotel package for last two years. as the mantra for tourism post Sharma shares an anecdote that hotels in the itinerary. Trust me, Goa. “We did 5,000 passengers COVID-19. For something that involves watching Netflix with we don’t have to fear the online Travel is something in just over three month dur- He also revealed his airline’s has remained in the confines of his daughter. “We watch this giants. We have to work with which can never go ing the monsoon. It was openness in creating a luxury ‘budget travel’ can now enter the series called Buddha that show- them,” he says. out of fashion. In the a revolutionary step in package around a popular cir- realms of ‘luxury’. But how? We cases all the places that Buddha meantime, agents can those days. We have cuit along with hotels and travel speak to three experts who were travelled to during his spiritual Bringing hotels into the fold… create packages within forgotten to package agents. Praising Modi’s timely journey. That makes me ask “And why have we positioned the cities, as I think it those things today,” ‘Dekho Apna Desh’ campaign Why so few? myself, ‘How can we spend 10 domestic tourism in a two- will open up first. Kumar adds. that encourages Indian nationals days on the Buddhist Circuit?’ star three-star hotel bracket? Configure yourself to to travel to at least 15 destina- As per 2019 figures, about But when I look around there are the new normal However, he has tions by 2022, Kumar said that 1.83 crore domestic tourists hardly any Indian domestic tour What travel a different take on we need to realise the potential visited Kerala of which 62 per operators that are packaging the agents can do, - Dr Ankur Bhatia what luxury would for this market. “In fact, Cov- cent were locals and the re- Buddhist circuit. I think this is certainly no hotel can do mean in terms of id-19 has created a new oppor- maining 38 per cent (around opening doors to big opportuni- individually – the ability 400 a night which anywhere in air travel. “In my tunity for us all. There is a new 70 lakh) travellers were from ties for us as tour operators,” to package beautiful the world would not be less than opinion, there segment that we as an industry other states. This is just one Sharma adds. experiences US$ 800-1,000 a night. So it is is nothing like can tap for luxury products. per cent of the total domes- a complete misnomer that the luxury as far as Replying to what Arjun Sharma tic tourists in the country. In Circuit training - Arjun Sharma Indian luxury product is expen- domestic air mentioned earlier, IndiGo already comparison, outbound tour- Why is it that the circuits or sive,” Sharma adds. travel is con- provides excellent connections ists from India stood at 3.25 packages available for the in- This is the time to unshackle cerned. We to the entire Buddhist Circuit – crore last year. bound tourists are not available it completely. There is no Sharma’s argument brings into believe that Gaya, Banaras, Gorakhpur, Alla- for the Indian domestic traveller, reason why our hotels – and focus the need to get high-end any product habad, Patna, Ranchi, the entire part of our Digital Conclave Part we have very fine hotel chains hotels, who until now had been which is safe, belt,” he shares. 2 titled ‘Where is the money? – are not included in these creating their own packages reliable, on time, and affordable Selling domestic luxury’ that packages. Indian hospitality is and selling them separately, to is luxury. If we can scratch even Redefining luxury recorded around 1,863 partici- par excellence. It has the best work with travel agents in creat- a two to three per cent of the to- Dr Ankur Bhatia, Executive Di- pants at its peak. talents in the world and the ex- ing these luxury packages. “As tal domestic market, and make rector, Bird Group which owns periences they provide is ab- a hotelier, I’m always thinking of air travel a part of their journey Roseate Hotels and Resorts, How can we sell luxury solutely stunning,” the travel ways to keep the guest inside that would be great. Right now, echoes the need to re-look at within India? agent-turned-hotelier adds. my hotel at all times. But I need these travellers are taking their the context of luxury. “I don't Opening the session as its first own transportation, or trains, or know when and how travel will panellist was Arjun Sharma, buses. But if we can create an resume. But when we do start Chairman, Select Group, be- ecosystem for them which is lieves that this industry will go through a deep and prominent MoT’s ‘Dekho Apna Desh’ series transformation in these coming months – it is just a matter of Ministry of Tourism’s ‘Dekho Apna Desh’ webinar series realising the importance of do- launched in April 2020 is a step towards promoting India as a mestic tourism. “Our domestic great holiday option among Indians. The series, which will be an market is the biggest catchment ongoing feature, provides information on different destinations. area after the Chinese domestic So far, it has already conducted more than 10 webinars that market. In fact, all our neigh- have been attracting an average of 3000 participants not only bouring countries have sur- from India but also abroad. vived on this – be it Sri Lanka, Thailand, to break that mould and it is cost-effective and efficient, that Malaysia, or Dubai. ultimately the travel agent who can help them travel the way They have all exist- has the expertise in creating ex- they want to travel, then I think ed because of periences and bringing them to- that can be called luxury too,” the Indian gether. The level of experiences Kumar explains. that have been built around an Arjun Sharma Indian domestic product, ac- While some might argue that Chairman cording to me, can be rated IndiGo is a low-cost carrier and Select Group not close to ‘luxury’ as we under- one out of 10! This is the stand it, but for others, traveling time when we need to need by air itself is luxury. “They have to come back to the draw- graduated from ground to air and ing board and join forces. if you have a network aligned to This is the time of deep col- that in every state or tourist point, laboration, not competition,” it makes for a great opportunity,” suggests Sharma.
DIGITALCONCLAVE 1 3MAY 1ST FORTNIGHT ISSUE 2020 TRAVTALK to open up, we will realise that is the airlines. Kumar says, “We Source: Ministry of Tourism also be luxury. For instance, I the story for India in the long The parting shot from Dr Bhatia luxury has taken a new meaning. have added 22 destinations over recently did a walking tour of term continues to be robust. are words of solidarity. “These Just being out of their homes the last 18 months and half of group we have already taken the Jama Masjid with a small I see great opportunity. We are difficult times for small and be able to meet their friends these destinations primarily see some steps keeping social boutique agency that gives a only need to align our thought agents as well as big hotels so and family will be luxury. People domestic tourist traffic whether distancing in mind. We have lovely guide. It was fabulous. processes and products to everyone is in this together. Until will get into their cars and drive it is Jodhpur, Gaya, Shirdi or developed an app that can be There is some outstanding tal- the change in demand and travel restarts, I would suggest to the nearest holiday destina- Aurangabad. Shirdi for instance used to pre-order meals at our ent out there. All they need to do meet the requirement for being in touch with your cus- tion. That in itself will be luxury was not connected by any other restaurants, check-out, use is understand what their client’s every segment.” tomers on a regular basis. Travel for them,” he says. airline earlier. This shows that laundry service, etc. The new aspirations are, and use social is something which can never go whenever you fly into a new norm for group travel will also media to reach them directly. He also takes a question from out of fashion. It’s just a matter With international borders clos- market, there is a huge oppor- come into place. Weddings, for It is not easy, but it is possible. the audience on the possibil- of time. In the meantime, create ing, domestic tourists will be- tunity to tap and to package its instance, will be very different. They don’t have to be depend- ity of high fares in future and packages within the cities as I come the main target audience experiences. We believe that if The government has mandated ent on anyone. It is indeed time think it will open up first. Config- and any kind of revenue will come you’re getting into a new market, the number of people attending to relook at how you do busi- We need to ure yourself to the new normal,” from domestic tourists, says provide connectivity from all ma- weddings,” he says. ness. My suggestion to agents realise the potential he says. Dr Bhatia. “And why not – our jor cities so you can bring in a lot is to move their focus to pack- for this market. In fact, cities are as big as some of the of traffic from different parts of Amidst all this, he continues, aging experiences and circuits,” COVID-19 has created Sharma on the other hand lists European countries. We need to the country.” Of the 93 airports the travel agency is here to stay Sharma says. a new opportunity for down top few picks that he work on domestic packages and in India that can accommodate for sure. “For a simple reason – us all. There is a new would want the government to look at a more localised audience narrow-body domestic opera- hotels don’t know the domestic Post COVID-19 segment that we as extend to the travel industry. rather than a globalised audience, tions, IndiGo touches down on tourist. The small agency has ac- Will travel bounce back? an industry can tap for “Tourism will recover. There is at least for the short term.” 63 of them. cess to them in their local neigh- Sharma is optimistic. He luxury products a short and medium term pain bourhood and I don’t think that’s says, “India is a very big mar- but there is a need to evolve. Bring in some collaboration The good news going to change.” ket. Yes, there is a pain in the - Sanjay Kumar The industry definitely needs More collaboration between economy right now but one some assistance to recover the stakeholders seems to be There has been a continuous Sharma agrees. “The travel of the reasons why the Indian adds, “Fares over the last 15 the popular sentiment. Sharma increase in domestic tour- agents have access to data- economy will outshine others years have crashed below 45 Good to know says, “With the growth of tech- ist visits, with the compound base, or the ability to create it. is because our debt levels as per cent in this country de- nology, whether it is an airline or annual growth rate (CAGR) of You can’t offer a luxury product a family is very low as com- spite the inflation. In fact, Indian residents between the a hotel, the idea is to get as much domestic tourist visits to all pared with western countries. India continues to have age of 35 and 49 took the direct business as possible. As states/UTs from 1991 to 2018 How much are In India, we have a certain fam- the lowest fares in the most holidays in 2018. In- a result, there is very little col- being 12.61%. In fact, 2018 we spending? ily structure, and we tend to world despite having dian residents within the 25 to laboration between the various witnessed a growth of 11.9% save a lot more in the middle a high cost structure. 34 age range are one of the industry groups. This has led to in domestic tourist visits over According to Statista, Indian class. So travel will not stop. It is lower than that quickest growing market seg- the birth of these mega booking the year 2017. But the ques- tourists spent around US$ 44 One of the main expenditures of Malaysia, EasyJet ments in terms of tourism. sites. So rather than working tion remains: how much are billion on shopping, F&B and a family makes after meeting and even Ryanair. with many agents, hotels work they spending per trip this? recreation during their travel So I don’t expect Source: ResearchAndMarkets.com with just couple of online sites. in 2018. This revenue could Good to know the fare structure to So we as hoteliers are also at Dr Bhatia concurs with Sanjay potentially stay back in India change drastically and I request the government fault because we didn’t build Kumar. “Our hotel in Rishikesh by developing the domestic Domestic trips occur over 68 post COVID-19.” to – One, reduce GST on pack- that partnership with the travel has guests coming in from all luxury market. times more frequently than ages, Two, Give incentives for industry. Nevertheless, there is over the country, thanks to the outbound trips. Many Indian MICE and weddings in India, no inopportune to rebuild it.” Dehradun airport. It is now be- to anybody. You need to know travellers are keen to under- and make that allowance avail- ing upgraded to get international who your customer is. First, take cultural and heritage able to domestic travellers Highlighting the travel agent’s flights as well. That gives a huge they need to build their database tourism within the country. as well, and Three, offer LTC strengths, Sharma adds that what impetus to domestic tourists and identify the potential clients. scheme for government to they can do, certainly no hotel coming into the Uttarakhand re- So a quick dip-stick survey will Source: ResearchAndMarkets.com families spending on travel and can do individually – the ability gion,” he says. work that can help them find let that be tax deductible,” he to package experiences. “Unfor- their requirements and then cre- its essential needs is travel. It lists. Amen to that! tunately, I have not seen that Changing tracks, Dr Bhatia states ate a luxury package for them is very high on the bucket list. kind of expertise being translated that one of the reasons why India based on this.” In fact, almost eight per cent of into domestic packaging. What didn’t have too many Covid-19 household income is spent on agents can start doing is build cases was because we didn’t This he says can be any kind of tourism in a middle class seg- their database, have more social have many foreign tourists com- package – experiential tours or ment. In a country with 1.2 bil- media presence, and market ing in at the time. “Whatever even an industrial visit for stu- lion people, that is huge.” yourself hyper locally. Only those guests we had in terms of luxury dents. “Experiential travel can who can turn this current situa- were domestic tourists. In fact, tion into an opportunity will be over the last four to five years, we able to survive. Besides, luxury is have seen that the quality and the different for different people. Even ability to pay by domestic tour- a good clean room can be luxury ists have gone up tremendously. for some at times,” he says. When we opened our first hotel five years ago, we were hardly Sharing an example, he speaks getting any domestic tourists. of a tour operator who changed But this has changed over the last his business model to start do- couple of years,” he reveals. ing school groups with India itineraries with a 30 per cent More co-operation, fewer mark-up. “So there is a market touch-points out there for quality experiences, Meanwhile, as the nation slowly it's all about the packaging.” tackles Covid-19, Dr Bhatia has already put into place certain Airlines: The nodal points measures that will encourage In all this, one stakeholder that travellers to stay there. “As a has a very important role to play The Department of Tourism (DOT) Philippines has launched a series of Kumar agrees, and says, “Once Sanjay Kumar videos titled ‘Wake up in the Philippines’ that highlight the archipelago’s many things get back to normal, peo- Chief Strategy & destinations and activities. Watch them at https://philippines.travel/wakeupinph ple will get more confident to travel. While there is a lot Revenue Officer, IndiGo of distress in the economy,
1 4 TRAVTALK MAY 1ST FORTNIGHT ISSUE 2020 DIGITALCONCLAVE The all-purpose source market In the third session of the second TRAVTALK Digital Conclave, panellists discussed the potential of India as the new global source market for tourism in the post-COVID era. India’s outbound traveller market has the ability to cater to various segment demands across the world. One must, however, keep in mind the visa and travel policy changes that are on the cards. Manas Dwivedi utes a major share as it is among The way travel agents do business Dwivedi seconds that opinion. the top three source markets will change “The whole COVID situation has Now that much has already for us. In fact, India is also the created a huge opportunity for been said about COVID-19’s fastest-growing outbound mar- “The way travel agents do business in the industry will change the country. In the long term, In- financial impact, it is important ket for us. once the COVID-19 pandemic is over. Year 2020 is a halt, not a dia as a market will continue to to dig deeper and decode what stop. No country can survive without tourism. How travel agents be very relevant, where jobs will the future holds. India has al- India’s stronghold in global do business will definitely change. So, I would urge all travel be in demand and continue to be ways been known as a resilient tourism cannot be estimated agents to understand how the digital world works. Customers will generated. The current situation, market, and experts say that it from these numbers alone, be- have access to the digital world. So, if you have not equipped from a short-term perspective is this resilience that will define lieves Sandeep Dwivedi, Chief yourself with digital technologies to distribute and make your work on how tourism will recover, will happen, I am afraid that we will all be left behind.” depend on stability and how the situation normalises. The trajec- – KD Singh tory of growth will be driven by demand in the market, “We have been talking about ancillary sales for a very long time which is currently damaged. now and going forward, there will be more focus on ancillary H o w e v e r, given this sales. They are going to increase day by day and travel agents tremen- have to start educating themselves on this. As far as airlines are concerned, they want to commission all kinds of activities; it is India outbound’s trajectory in Operating Officer, InterGlobe not their normal course of business. Airlines would like to com- months to come as the world Technology Quotient, who said, reels under the aftermath of a “In today's new normal of so- pensate a travel agent for any activity that is an extra revenue devastating virus. cial distancing, people using generator for them.” – Sandeep Dwivedi According to Vinay Malhotra, More and more continue to pose a risk to the segment that is most likely to KD Singh The restrictions will not be lifted Regional Group COO, South countries are liberal tourism and aviation industry. If bounce back after domestic overnight; travel will start again Asia, Middle East & North Africa, in granting visas for I try to bifurcate the future, it’ll tourism in India. “Travel to short- President & Founder in a staggered manner,” he says. Americas, VFS Global, the Indian longer durations and consist of the short term, the haul destinations outside India, TravelBullz market is well poised to touch therefore, the price like Dubai, Thailand, Singapore, Dwivedi adds that when we the 50 million mark in the num- automatically does gain The ‘30 million Sri Lanka, Indonesia, Malaysia, dous uncertainty around the du- speak of international travel, ber of outbound tourists from some elasticity outbound tourists’ mark etc., has almost doubled be- ration of the recovery phase, pre- recovery will be very gradual. India in the next decade. Speak- could possibly grow up tween 2015 and 2019. Countries dicting how long it will take for “That said, when we look at it ing at TravTalk’s second Digital - Vinay Malhotra to 50 million, which is like the Maldives have seen 100 the situation to normalise eco- from India’s perspective, though Conclave on April 21, he added, what most experts and per cent growth in the number of nomically will be tough. Of the CAPA has talked about recov- “VFS Global processed over 32 ‘Namaste’ to greet is the research say for the travellers from India in the last parameters that will come into million visas in 2019. Out of this first signal that that next decade few years. Bali has also seen play, one would be social burden As soon as data, India contrib- India itself is becom- tremendous growth from India and the other, a financial burden. India opens up, there ing a global market - Vinay Malhotra and Dubai is a shining example In earlier crisis, there was sup- will be a huge demand from a cultural point of how short-haul destinations ply, but demand was a chal- internationally and India of view. That is the first medium term and finally, the are popular with Indians.” lenge. Right now, both demand will become a major fundamental aspect. long term. If I investigate the and supply are choked, with total source market The COVID-19 crisis medium- and long-term future, What makes India lucrative? suspension of travel. Demand is different from all the they look secure due to the re- India has everything required of a is suppressed due to disloca- - Sandeep Dwivedi crisis we have faced in silient nature of tourism. That growing market. Malhotra says, tions and we are going to see the past. Insights and said, I would like to add that one “India has all kinds of travellers. slow or negative GDP growth. I ery in Q3 or Q4, I think that it must be cautious still of the op- We have all the ingredients in believe the broken supply chain will take much longer. As soon different economic models timism we are building.” place, and I do feel that the stage will develop low consumer confi- as India opens up, there will be predict how the situ- is set and we are ready to cata- dence, and nobody knows when a huge demand internationally ation will To this, KD Singh, President & pult to an even better growth in the situation will improve. It is and India will become a major Founder, TravelBullz, added, “I the time to come. The ‘30 million very difficult to predict when the source market.” am sure it is going to be mutual outbound tourists’ mark could industry is going to bounce back. learning. We will have to break possibly grow up to 50 million, Singh says that connectivity down recovery into three seg- which is what most experts and and supply have always created ments: The first is to survive, research say for the next decade.” more demand. He shares, “That then we get into recovery mode is where the focus would be Vinay Malhotra Potential to be number one source when we get back to recovery and resurgence is most market for visas and start doing normal busi- Regional Group COO, South Asia, Middle likely to happen sometime ness. The other thing that I think East & North Africa next year.” “India already has all the ingredients required to be on top. Even Americas, VFS Global today, a plethora of bookings are routed to us from travel agents He explained that if in our ecosystem, who I like to call travel specialists or travel one were to look at consultants. The travel agents need to now come together and the last five-year work for a common cause, which is stimulation of travel. I think, if all people get together and put in that effort and collaborate, numbers, espe- there is scope for us to either go to the top or stay right up there. cially for travel Even in terms of passport penetration, we are at just about six to short-haul des- per cent and China is at nine per cent.” tinations, this is one – Vinay Malhotra
DIGITALCONCLAVE 1 5MAY 1ST FORTNIGHT ISSUE 2020 TRAVTALK has played a pivotal role in the ryone to keep a close watch on so that people visit a visa centre outbound industry is the inter- www.vfsglobal.com/covid-19. only at an appointed time. In oth- est that the tourism boards and This information and all FAQs are er words, trying to avoid crowds the governments of countries updated on the website daily. In at any and every given point for have shown for the consum- the same breath, I would also like the larger interest of the staff as ers. That again is a testimonial well as the well-being of the ap- of the strength of the outbound Whenever you plicant who walks in is a priority,” travellers from India. We have see that there's more he shares. seen a lot of crisis in the indus- demand, it happens try before but each time, Indian because there are more Importance of short-haul travellers are the first support to flights, more seats destinations destinations. So, we can be re- According to Singh, the demand ally positive about the fact that - KD Singh for short-haul destinations from Indians will be the first ones to India has been supported by start travelling as soon as sup- to say that there is a whole lot of supply. He says, “Demand has ply is available, but a lot of this information around visas, which actually been created by the will depend upon what will be is out there and not all is from au- availability of supply, the avail- the new regulations to travel. ability of flight connections, There will be checks and bal- availability of visa and visa-free ances, the visa-on-arrival sce- nario will also change a little and Working class and millennials trickling in of bookings. “Travel, Short-term road map for survival more planning will be required will fuel growth therefore, would be anytime when applying for a visa to between October and Decem- Survival doesn’t just mean the commercial health of organisa- any country.” “The working class and millennial sectors will fuel tourism. The ber 2020. Then it will become tions or travel agents and tour operators. We all are driven by resilient nature of the travel industry will secure its medium and a matter of confidence-building people. To ensure companies and people survive, one needs He adds that a ‘fit to travel’ cer- long-term future. The working-class population will be crucial measures by the government, to first take care of the mental strength of colleagues and the tificate will become a reality in for that. Instant travel demand will be created by different de- by airlines, by the travel indus- people, and the industry at large because a lot of people are the coming days. “When you mographics of the Indian population post COVID-19. India has try and by all of us together. If obviously quite disheartened and disillusioned on what the fu- look at some of the numbers, grown considerably in terms of intra-country demand in recent ture has in store for them. We may see a lot of people wanting we have 26.3 million people who times, which has helped the cash flow and the economy as well. Demand is something else from life because they’ve seen what nature can travelled outbound in 2019 out of There is no doubt that domestic tourism will be crucial in the suppressed due to do to them, and us, in a jiffy. So, while the challenges of social India. We were soon to reach the short-term recovery plan.” dislocations and we distancing, a health certificate for travel, and visa and connectiv- 50 million mark but that will now are going to see ity will exist, they will all sort themselves out. As soon as we find take a while after COVID-19; at – Sandeep Dwivedi slow or negative an antidote and see the curve of infection going down, we will least 3-4 years. I do not think any GDP growth start to see people travelling again.” of us need to lose hope as long thentic sources. So, I would urge travel, and the availability of hotel as we know how to survive. To you to only believe in information rooms in each of these coun- - Sandeep Dwivedi – KD Singh give you a clear picture of what from authentic sources and that tries. So, whenever you see that helps outbound tourism market one source could be our web- there's more demand, it happens it is safe to travel, I am sure the What will fuel demand? norms will be the talk of and what makes the demand site,” he said. because there are more flights, tourism bodies, airlines, DMCs, “We do not know how many the town. Since it is a ques- kick, I think connectivity is im- more seats. Dubai has always tour operators - everybody will ‘W’ curves India will see. tion of the overall health of portant,” Singh says. Malhotra also feels that the price led that side of the business from put in time, money and effort to A ‘W’ curve means down- all fellow travellers on an of a visa could go either way, as our company. There were over promote this sentiment of travel. fall, recovery, downfall and aircraft, panellists felt ‘healthy Evolved visa process after countries may want more and 600 flights a week, thousands There will be a lot of last-minute then again recovery. Even in to board’ must be made a norm COVID-19? more tourists to come in. “More of seats going in. That is why we bookings. By next April, we will the current circumstances, for all flyers. According to Malhotra, at this and more countries are liberal in were able to achieve our target be back where we used to be,” when the global GDP is go- point in time, none of the gov- granting visas for longer dura- of serving over 2 million pas- Singh believes. ing down, India is going to ernments are busy preparing tions and therefore, the price see good growth even in the visa regimes or new norms. automatically does gain some We have seen a Weddings and M!CE will short-term future, according “They are all currently occupied elasticity. But, what is impor- lot of crisis in the pick up? to an IMF report. So, factors in ensuring the health and safety tant is that the new normal will industry before but each Singh believes that this is an like GDP, demographic mix of their citizens. The govern- be quite different from what it is time, Indian travellers issue across the world and and working-class popu- ments we work with are also today. Even we are already plan- are the first support not outbound or domestic- lation work in our favour. extremely busy with the repa- ning in visa centres, how we can to destinations related. “So, if weddings can All these factors will work triation of their citizens who are ensure social distancing, how happen in India, they can hap- in fuelling demand from currently overseas. For any and we can ensure more hygiene, - KD Singh pen anywhere in the world. an India point of view,” every visa change that happens, how we can ensure more use This will, however, depend Dwivedi explains. VFS Global will ensure it reaches of digitalisation and technology, on governments, how those people on time. I would urge eve- destinations have taken care of situations and how they Jobs will continue; travel will happen sengers out of India last year, have prepared themselves to The panellists concluded the followed by growth for markets be COVID-free. So, if India day on a positive note of In- “Everyone is going through a crisis, no doubt about it. But, if you like Singapore, Thailand, Bali, will have large gatherings, so dia’s resilience in time investigate and compare India to the global equation, our story is Maldives and some other des- will Thailand, Malaysia and of crisis. They entirely different. The whole situation has created a huge amount tinations. If you look at the kind other countries. Intra-region also agreed of opportunity. India is going to become one of the largest mar- of impact direct flights to Phuket travel to short-haul destina- that in kets from a procurement point of view because of money. You and Krabi from India had on tions will increase. I do not the post- need to put money back into the market. So, investments will travellers, you can see an 18% see any challenge. Yes, the COVID come in. From a long-term perspective, India is a market where jump, compared to 8-9% aver- format will change for M!CE world, jobs are required; jobs will continue to be there. Resultantly, the age growth they achieved over over the next six to nine new younger population would like to explore a lot more. In crisis the last five years.” months. The numbers will not also, India is showing GDP growth which is a great sign, and the be that big. So, you will not government is doing a good job.” He predicts that anytime be- see a thousand people trave- tween August and September ling for incentive. There will be – Sandeep Dwivedi this year, we will start to see the rationalisation in the number of people travelling together,” Going by Pacific Asia Travel Association’s recent visitor forecast for 2020-2024 he explains. Sandeep Dwivedi for the Asia Pacific region, visitor numbers to South Asia are likely to reduce by 31 per cent in 2020, but return in 2021 with a 10 per cent year-on-year change. Chief Operating Officer ITQ
1 6 TRAVTALK MAY 1ST FORTNIGHT ISSUE 2020 GUESTCOLUMN Foresight is the key to survival Tanuja Pandey, Founder & Director, MICE Online, says that it is crucial for travel and tourism associations in India to have a disaster management plan in place that can help shield members’ business and their employees from adversities such as COVID-19. Salary and job cuts should not be the solution one resorts to in such trying times. Tourism and hospitality are Trade associations unforeseen events. I am sure they afloat and pay exorbitant taxes. such a fund that could have do foresee job cuts and loan fragile industries. Any dis- should have had the have been formed as representa- helped in disasters. We refuse repayments on the anvil. Do aster, natural or manmade, foresight to keep or start tives of the trade, but they have no We also need to look out for our to learn from our mistakes, but associations have a fund for effects tourism immediately. a fund that could have disaster planning committee. own. To reduce staff or not pay I still hope we all wake up today this? How can we ensure that While in other developed and helped in disasters salaries is not the only solution, and plan tomorrow. each employee can keep their developing countries tourism is A shock like the COVID-19 is a but sadly, many in the travel house running? We are our own given preference and a primary keep blaming the government all learning in disguise and it is time industry have begun doing just That said, we are hoping the morale boosters, but today we industry status, unfortunately, the time. We, too, have to be re- to act on opportunities. It is also that. If we had an insurance plan government bails us out. It need someone to boost our in India, it is neglected and oft sponsible. In times of crisis, there time for the government to do or a plan-B for disasters like could offer an exemption or a morale. I urge the younger lot times taken for granted. is no insurance or safety net pro- something concrete. Big business this, we would have been able refund on taxes for FY 2019- to also come forward with ideas vided to trade partners by private houses are crippling our banks to take care of such unforeseen 20 for those who have paid and a plan. We are all hoping for Severity of the impact that to- players or by the government, and the economy with unpaid and unfortunate situations. advance tax and a tax holiday a better situation and that the day’s situation has had on the and this is the service industry loans and fleeing, but the resilient for FY 2020-21. We do not see government see our plight. tourism industry cannot be that generates crores of revenue lot of our travel fraternity - we Trade associations should have business for us in Q4 of 2019- taken lightly. While 2019 alone in taxes and contributes huge stay put and keep our businesses had the foresight to keep or start 20 and Q1-Q2 of 2020-21. We (The views expressed are the witnessed some big industry numbers to the national income. author’s own.The publication may collapses such as Thomas Cook or may not subscribe to the same.) and Cox & Kings, a number of Any pleas for help to the custo- smaller entities have also fallen dians/guardians of our trade get Tanuja Pandey apart in the last one year or so. recorded after time-consuming Founder & Director The government, too, has made follow-ups; their implementation MICE Online things more difficult lately through is another story altogether. I have higher taxation, new taxation, zero not yet seen an association that commission from airlines and proactively thinks and prepares for zero commitment to the industry, incomplete/non-existent policies, etc. However, I feel that we cannot ‘Be a travel advisor, not an agent’ Deepak Mehta, Managing Director, Sachiya Travels (Jaipur), feels that though traditional travel agencies had already been facing challenging times by being unable to cope with in-demand OTAs, now may be a time to resurrect themselves as the latter fail to address customer grievances amid the virus outbreak. Before delving into the present re- online booking platforms. People doubt that leisure/holidays will der to escape such an eventual- v For travel agencies dealing platter should have more re- ality of the COVID-19 and its im- all over the world, desperate to get be the last priority on the minds ity, they should opt for relocating with only leisure travellers and sort and experiential products pact on traditional travel agencies, it home or wherever they felt safer, of people who would themselves offices to smaller commercial specialising in fixed departure on offer. is important to acknowledge that were confronted by pre-recorded be struggling to secure their own spaces with lower rentals/op- tours, the coming six months their survival is already being chal- messages and computer-generat- financial stability. The natural re- portunity costs. They would also will be very difficult. The first v Travel agents should strat- lenged due to the advent of the next ed emails expressing the inability need to lower leverage costs by viable move for such agencies egise to create personal offers generation as present and potential to resolve their issue due to high Reliability of optimising credit facilities at a would be to do away com- for customers as per their pref- customers. Armed with smart- volume being experienced. It was orthodox travel comfortable level, thereby limit- pletely with establishment costs. erence and requirements. The phones and fast internet whilst ex- at this time that the factor of relia- agencies and tour ing any losses that may arise in They can work from home and role should change to being a hibiting ease and deftness in use of bility and dependability of orthodox operators has come case of a default. maintain virtual connections travel advisor instead of a travel technology, they have been slowly travel agencies and tour operators to the forefront with customers. agent. Providing free-of-cost changing the manner in which busi- came to the forefront by providing by providing their v Perhaps the only way for information to a customer on ness is conducted. It is fair to say their customers with solutions, customers with airlines, hotels and other inter- v For agencies dealing in anything should be done away that a travel agent’s advice on travel alternate routes and sound ad- sound advice mediaries to contain the damage inbound tours, the coming with altogether. had already begun to be questioned vice. This, of course, should be a that results from this would be year or two look extremely and countered by these new, tech- positive driver of volumes at our course would be scrambling to to be as transparent as possible grim. Early 2021 may see (The views expressed are the savvy customers, who have at their agencies post situations of exigen- cut down on recurring costs. with clients and keep financial stimulus in inbound business author’s own.The publication may disposal a plethora of choices avail- cy such as this one (COVID-19), exposure towards suppliers and due to movement from South- or may not subscribe to the same.) able on the internet. but will it be enough to get the v For agencies catering to customers to the lowest. east and East Asia, hence, confidence of our old custom- both business and leisure travel, the way forward for them Deepak Mehta A quantifiable value addition, which ers back? No, I don’t think so. It working from home may be det- v Greater investment in tech- would be to tap the domestic Managing Director is the main premise for any busi- is imperative that travel agencies rimental to their credibility and nology, MIS, structuring of work tours market. Sachiya Travels (Jaipur) ness, was clearly missing and the must look for viable solutions for perhaps result in losing their flow should be done to improve qualitative value addition was not sustainable survival. business travel customers. In or- efficiency of work so as to v The leisure outbound/ acknowledged until the COVID-19 maximise compliance and domestic travel industry will pandemic, when people stuck with The way forward minimise errors. Structuring of recuperate and resurrect as online bookings and needing to In the coming months, as the work flow would involve human soon as the lives of people are return home were left stranded by world recovers, there is little resource management. back to normal. Their vacation
1 8 TRAVTALK MAY 1ST FORTNIGHT ISSUE 2020 AGENTS ‘Adapt to a new normal’ Tiffany Misrahi, Vice President of Policy, World Travel & Tourism Council (WTTC), believes the future of travel will depend on rebuilding the confidence of travellers, understanding the enduring changes towards digital solutions and adapting to the ‘new normal’ with agility. Hazel Jain future of travel will depend on re- Tiffany Misrahi Third, all government dues and G20-wide health protocols as well signposts to recovery and facili- building the confidence of travel- Vice President - Policy financial demands on the tourism as ongoing support packages for tate the sharing of experiences, QHow do you think travel will lers, understanding the enduring WTTC sector need to be waived with im- the tourism sector beyond lifting success stories and best prac- change post this pandemic? changes towards digital solutions, mediate effect for at least the next of the lockdown and into recovery. tices between governments and While many governments have and by adapting to the ‘new nor- terms of supporting and helping in 12 months. WTTC believes that advocating on behalf of the sec- acted to mitigate the economic mal’ with agility. reviving the tourism and hospital- governments, including tourism QYou have recently released tor to ensure supportive policies impacts of COVID-19 through ity industries? and civil aviation ministries, should an open letter to govern- are implemented. policies focusing on facilitating QThere is a disagreement commit to four key principles to ments on steps they need to cash and liquidity, enabling fiscal between agents and airlines WTTC has proposed three vital achieve a faster recovery. This take to ensure tourism revival. QIs WTTC also talking to support and protecting workers, about refunds. Your take? measures to support tourism in would involve including the private Has any country taken up any of travel trade associations and the sector will unlikely be left un- WTTC has urged governments to the turbulent months ahead. First, sector in the coordinated response, the recommendations? guiding them as to what changed. In effect, even if these implement exceptional flexibility we believe that financial help must ensuring all measures put the over- WTTC has been engaging with steps they can take to guide measures are successful, the sec- around consumer refunds to al- be granted to protect the incomes about 100 governments to ad- their members? tor will have to adapt to a ‘new nor- leviate the unbearable pressure of the millions of workers. Sec- WTTC plans to vocate on our members’ behalf WTTC is working closely with mal’ with an increased focus on ond, governments must extend vi- create a dashboard for swift governmental action. global and regional industry as- health and hygiene security, sus- The sector must tal, unlimited interest-free loans to to provide signposts The reality is that this is an un- sociations and international tainability and even digitalisation. integrate the learnings global travel companies as well as to recovery and precedented situation and gov- organisations. We are sharing from COVID-19 to the millions of small and medium- facilitate the sharing ernments are looking to share knowledge and insights, aligning To thrive in this new era, govern- enhance preparedness, sized businesses as a stimulus of best practices and learn from each other as on messaging, and working to ad- ments, businesses, destinations processes and recovery to prevent them from collapse. well as engage with the private vocate on behalf of the sector to and travellers alike will need to strategies all traveller experience at the heart sector, and WTTC is there to mitigate the impact of COVID-19 adjust to the shifted expectations of their actions. This would include help. We have received many and hopefully, soon support its and requirements. Furthermore, on the tourism sector. What are a seamless traveller journey with positive responses from govern- recovery. WTTC works closely the travel and tourism sector your recommendations to the enhanced health security stand- ments to date. WTTC plans to with WTTC India that engages must integrate the learnings from tourism and civil aviation minis- ards enabled through technology, explore the future of travel and directly with both the public and COVID-19 to enhance its prepar- tries in Asia, especially in India, in developing joint public-private and what that ‘new normal’ will look private sectors. WTTC also esti- edness, management processes like, consider the standards and mates that a staggering one mil- and recovery strategies to ensure guidelines for that ‘new normal’, lion jobs are being lost every day its resilience to future crises. The create a dashboard to provide due to the pandemic. Zillion offers Asia to drive early visitor recovery digital capability Asia is predicted to spearhead a return to visitor growth across Asia Pacific in 2021, Amidst the chaos reigning the travel according to the newly updated forecast released by Pacific Asia Travel Association (PATA). industry is a silver lining in the form of The volume of arrivals is now expected to return to over 610 million in 2021. Zillion Holidays whose operating system can help DMCs hit the ground running. TT Bureau TT Bureau Ram Mohan This initial recovery, says PATA, is expected to see growth of around Founder and Director three percent above 2019 levels and herald a return to the initial Zillion Holidays, a Singapore- Zillion Holidays forecast levels shortly thereafter. The growth in international visitor ar- based company with pres- rivals (IVAs) is likely to vary by source regions, with Asia expected to ence in more than seven cities into a Leisure GDS that can be rebound with the fastest growth rates relative to 2019. The Americas, in India, brings to the industry accessed by users such as which is expected to show the lowest contraction in its rate of growth a unique product that has been travel agents and online portals in 2020, is forecast to continue with much weaker growth rates four years in the making. It offers to fulfill their booking require- over the years to 2024. world’s first leisure GDS. It can ments. Amal Purandare, Senior help DMCs and agents to re- Vice President, Zillion Holidays, Into and across Asia, the largest volume increases between 2019 and cover from the lockdown faster adds, “Zillion's Leisure GDS and 2021 are also predicted to be intra-regional (Asia-to-Asia) for the most and hit the ground running. Ram the DMC operating system mini- part, with a rebound from a loss of almost 98 million arrivals between Mohan, Founder and Director, mises risks for both these busi- 2019 and 2020 to an increase of over 17 million between 2019 and 2021. Zillion Holidays, says, “A global nesses and once operational, The strongest growth in visitor arrivals into Asia is largely out of the Asian platform provides an excellent will not only help normalise their source sub-regions, with strong assistance from Central America. opportunity to DMCs to improve businesses in no time, but also staff productivity, while also give them a sustained growth extending reach to many more month on month.” global buyers. Such automation enables the DMC to join the digi- tal ecosystem at a low cost.” Zillion Holidays has created the world’s first Leisure GDS, where content from the DMCs and the tour operators is consolidated
AGENTS 1 9MAY 1ST FORTNIGHT ISSUE 2020 TRAVTALK Are you COVID-19-ready? Hilton launches curated home deliveries We spoke to five big operators on the kind of measures they are taking to safeguard their employees and to ensure they are ready for a post-COVID landscape. While cost-cutting measures Hilton has partnered with are inevitable at the moment, they are utilising the time well to be ready for the road ahead. food aggregators Zomato and Swiggy for home delivery We are still figuring out Himanshu Patil We are looking at doing Bhavesh Oza We foresee a paradigm of its signature dishes to cus- changes to be made in our Director things differently once the lock- Vice President, International Market shift in booking behaviour tomers via safe and contactless product offerings as the situ- Kesari Tours down ends. For starters, we Blue Star Air Travel Services (I) in the coming quarters and delivery. Catering to the needs ation worsens every day. We are ramping up our FIT product our teams are aggressively of its customers and dedicated don’t see travel resuming easily We are still not clear what base as corporates may offer Travel is a psychological working towards enhancing towards fulfilling its mission even once the lockdown is lifted. will happen as things are chang- incentives by way of FIT holi- need and I am sure it will push our products attuned to these to be the world's most hospi- We will review and restructure ing every day. So, commenting days to start with for dealers/ people to travel eventually. On changed requirements in a table company even during a our products once we get some on anything will be based only distributors, keeping in mind the product side, I believe pas- post-COVID world. We are also pandemic like the COVID-19, news. As of now, we are at a on assumptions. Every country the challenges associated with sengers will travel to places that focusing on bringing our oper- Hilton’s select delivery menu complete standstill. We have is passing its own protocols for social distancing. At this point, are not very far from their home ating costs under acceptable also initiated some cost-cutting entry. For instance, Australia has we have not cut jobs, but are towns. Staycations will grow, levels. We are not only reducing across cities features the top 20 measures. Since we have mul- barred any international visitor looking at the business con- with people wanting to stay variable costs, but also looking signature dishes from its most tiple branch locations, we have for next six months. Fortunately, tinuity plan; we have revised at a good property and enjoy at optimising all our fixed costs, popular F&B outlets in those been forced to suspend certain our business is 60% domestic salaries effective April in order its amenities. This crisis has including outsourced costs. cities, at special delivery prices. branch operations. tourists and we will continue to keep all costs in check. made us understand the art of Currently, six Hilton properties to promote our domestic pack- work from home and I feel this Vipul Prakash are operational for food delivery, Adl Karim ages. However, the on-ground Dudley Drego will now be a part of our work COO including Conrad Bengaluru, Director logistics, once travel restarts, EVP, Corporate Journey culture. Salary cuts are inevita- MakeMyTrip Conrad Pune, Hilton Garden Creative Tours & Travels (I) remains to be seen. Fountainhead Entertainment ble and understanding from the Inn Gurugram, Hilton Chennai, team is the need of the hour. Inputs by Hazel Jain DoubleTree Ahmedabad and Hilton Mumbai. The group plans to expand this service to prop- erties in Delhi-NCR, Mumbai, Bengaluru, Thiruvananthapuram Pune, Ahmedabad, Lucknow and Chennai. Turkish draws ‘On the brink of collapse’ biggest flag Federation of Associations in Indian Tourism & Hospitality (FAITH) has appealed to Turkey’s national flag car- Government of India for an immediate survival package as it fears there will be massive job rier operated an important losses with the tourism industry coming to a standstill amidst the COVID-19 crisis. flight on April 23, the 100th anniversary of the founding of TT Bureau claims that all the cash inflows exchange tourism companies Recommendations for cash outflow the Grand National Assembly, of the industry have completely and needs to be maintained at and National Sovereignty and According to a statement re- frozen and are likely to stay that minimum same value for next v A complete deferment for 12 months of all statutory dues Children's Day. leased by FAITH, over 95 per way for the financial year 2020- five years and for off-season. payable by tourism, travel & hospitality industry at the Central cent MSMEs of 53,000 travel 21. To address the issues of It could go up to 15 per cent Government level, state and municipal government level without The TC-JJF registered Boeing agents; 1,15,000 tour operators value. To ensure the revival of attracting any penal interest. These would include GST, Advance 777-300 (ER) type aircraft, (inbound, domestic, outbound); cash outflows, FAITH had rec- Indian travel agents, all refunds, Tax payments, PF, ESI, customs duties, excise fees, fixed power which arrived in Ankara in 15,000 adventure, 2700 M!CE, ommended immediate meas- advances and cancellation & water charges and any fees for licenses and renewal at the the morning for this special 19,11,000 tourist transporters; ures for survival that need to be amounts to be immediately paid state level. flight, took off from Esenboğa 53,000 hospitality and 5 lakh addressed parallelly. back by all airlines, railways and Airport on April 23 at 09:40, restaurants are facing the heat state wildlife parks. v A support fund ‘Tourism COVID 19 Relief fund’ to be set up due to lack of cash flows owing FAITH has also recommended by RBI or Ministry of Finance or Tourism to support salaries and local time. Representing the to the outbreak. The association that once the survival meas- Addressing the issue of TCS, establishment costs. It should be either in the form of an interest date 23 April 1920, flight claims that the COVID-19 pan- ures have been implemented, FAITH’s recommendation docu- free loan to tourism companies for repayment of the principle TK1920 lasted approximately demic has jeopardised India’s measures for revival of Indian ment says, “The TCS on travel over 10 years. The industry estimates the value of the fund to two hours and followed a once Rs5 lakh crore tourism tourism need to be enforced agent proposed in the finance be minimum of Rs50,000 crore which is almost equal to gross route in which the crescent industry that generated em- immediately. It further suggests bill 2020 to be implemented on banking credit to the Indian tourism industry. and star symbols in the Turk- ployment for an estimated 3.8 that in order to stimulate tourism October 1, should be complete- ish flag were drawn. After the crore people. exports, SEIS needs to be noti- ly abolished as it puts the Indian v RBI has already provided for three months moratorium on flight, which was followed fied at 10% value for all foreign travel fraternity at a huge disad- EMIs of principle and interest payments on loans and recalcula- by many through the live air Over the past six weeks, FAITH vantage of up to 15% vs their tion of working capital from financial institutions. This needs to traffic site Flightradar24, a had been appealing to the Prime global competitors. Additionally, be without any accrued and accumulated interest during this crescent-star route emerged Minister, Finance Minister, the service fee for credit card period and it needs to be extended for 12 months. and passed into Turkish avia- Tourism Minister, Commerce charges needs to below 1% and tion history. Minister, Aviation Minister, Niti all corporate travel agent credit need to be reduced and stand- ping the flow of input tax credits Aayog and the Parliamentary cards to be honoured. To ensure ardised. Year 2020-21 can be since there will be minimal GST Committee on Tourism and Re- the survival of Indian tourist declared a GST tax holiday for collections from reduced travel serve Bank of India. The release transporters, all inter-state levy Indian tourism without stop- within India.”
ASSOCIATIONTALK Media Partners: ‘Make use of unutilised funds’ MAY 2020 At a meeting of FAITH members, it was unanimously decided that there was an urgent need to approach the Ministry of Tourism to request an immediate relief for the industry that was running short of precious time awaiting a bailout package from Ministry of Finance. MOT’s Dekho Apna Desh Webinar Destination - Sariska 1 Nisha Verma medium ones. We do not have MOT out of their funds, and it the money to pay salaries and could be routed either through Tiger Reserve The year 2020 may not other statutory obligations. State Bank of India or through witness revival of the tour- Hence, it is very important that the respective banks of tour MOT’s Dekho Apna Desh Webinar Bengal By the 2 ism industry after it was struck at least Rs1,500 crore from the operators, maybe even through Himalayas by the COVID-19 outbreak. Tourism Finance Corporation. Subhash Goyal, Secretary We don’t have What is urgently needed is ADTOI’s Digital General House Meeting Pan India 2 General, FAITH, says that 2020 the bandwidth to a bailout package,” he said, should be declared a ‘tourism wait for the bailout adding, “This is an SOS mes- FCM Travel Solutions Webinar Pan India 6 draught’ year because of this. package from Ministry sage on behalf of the tourism “All the airlines would remain of Finance; we need industry to the Minister of ABTO Webinar Pan India 7 grounded and we know that funds urgently Subhash Goyal Tourism that we need oxygen 12 all visas have been cancelled. Secretary General, FAITH for the industry to survive. 3rd TravTalk Digital Tourism Conclave Pan India 14 Hence, our revenues have total- old budget of the tourism min- We need some action now. ly dried up. We had a meeting, istry, and the new, be given as pletely scrapped because it will We don’t have the patience or New Zealand Tourism Webinar Pan India through video conferencing, of immediate relief. The TCS, kill outbound tourism from the the bandwidth to wait for the board members of FAITH where which has been extended just country,” he asserted. bailout package from Minis- JUNE 2020 it was unanimously decided to as the moratorium for loans try of Finance. We need funds approach our parent ministry and interest, should be ex- Goyal added that in case the urgently. We request the gov- Arabian Travel Market Virtual Event Worldwide 1-3 — Ministry of Tourism (MOT) tended for at least one year government cannot give the ernment to help the industry — to make use of its unutilised and should thereafter be com- industry ex-gratia grants, they and save millions of jobs that International Day of Yoga Worldwide 21 funds for immediate relief to should give a 10-year loan, are at stake. Rather than mora- travel agents and tour opera- which should be interest- toriums, we need a financial For more information, contact us at: [email protected] tors, particularly the small and free. “The interest portion of relief immediately.” the loan should be paid by ABTO’s formula: Tourism = H3 + NAC MEMORIAM To beat the COVID-19 pandemic and bring the world together again, the Association of Buddhist Tour Operators (ABTO) has invented a new formula through which it is trying to spread the message of happiness, togetherness and a strategy to cope with crisis as one single force. Manas Dwivedi ity. It means that if a hotel Kaulesh Kumar owners should get ready for go digital. Building a travel app JR Sood that starts a service like a Secretary General, ABTO this. “The current situation can be a good idea. Think about “Beat the COVID-19 and hospital in emergency, so that will not stay forever. The bright your clients and how you can JR Sood, Founder & take the world along, the the employee gets work and “There are clouds of despair days of tourism are ahead make their experience better Chairman of EROS Group tourism industry will be revived maintenance charges are also all around, but I am optimistic and the current situation with and faster. It can be an app (that runs Delhi's Shangri- by adopting the formula and exempted. Here in Hospitality considering the ideals of great pandemic will not ruin this for organising the trip, booking La's - Eros Hotel among bring back the industry on track all the work of tourism, tick- scientists Stephen Hawking business industry. Yes, there flight ticket or hotels or apart- others), passed away on again,” affirms Dr Kaulesh Ku- eting, transport, guides etc., and Abdul Kalam. Tourism is will be losses and complica- ments abroad. It can be an app April 26. He rose from hum- mar, Secretary General, ABTO, which will have to come on one not only an integral part of tions, there will be temporary for the local guide building the ble beginnings and found- who is very optimistic about platform. Then N= Nature. It human lives, but it is also an halts in many processes but if most interesting tool for sight- ed EROS Group in 1940. evolution of the tourism in- means that we should not tam- integral part of all animals. You seeing. There are many ideas He was instrumental in es- dustry in the post-era of the per with the beauty of nature must have heard the name of If we follow this and tech trends you can con- tablishing EROS as one of and enjoy whatever we have. migrated birds, animals who formula, we will be sider like voice technology, VR, the most trusted brands. crisis. Sharing details about A=Agriculture which means travel thousands of miles and able to think more Internet of Things and artificial Raman Sood, Managing Di- the formula, he explains, “If that every hotel should adopt go from one place to another. about the value of life. intelligence,” he said. rector, EROS Group, says, we start following this formula, one or more villages so that Even, Lord Krishna also pro- A new revolution “I had the privilege to have Tourism= H3 + NAC, then the along with organic food, the motes tourism,” he said. will come “It is also necessary to think a great father. As a per- day is not far when tourism in- farmer can avoid suicide. C= about your employees. From son, my father was hard- dustry will be the favourite and Culture. We need to preserve Kumar is very optimistic that business owners use this time day to day, travel agents have working, decisive, honest, biggest business of all.” the local culture, customs, fes- the coronavirus will be beaten, wisely. They can improve the to deal with a huge load of persistent, upfront and a tivals and traditions to cooper- and the quarantine will be over work of their travel companies paper and enter manually the determined man; he was a Breaking down the meaning of ate in respect and encourage- soon and people hungry for and attract more sanitised cus- personal data about each cli- real do-it-yourself person. the formula, Kumar explains, ment. If we follow this formula, adventures will start visiting tomers,” Kumar said. ent on the computer. To unload He had passed down some “In the formula, H3 means, we will be able to think more different corners of the planet your employees a little bit and of his traits to me. He Hotel, Hospital and Hospital- about the value of life. After again and all travel business Digitisation, a game changer optimise the routine process, will be deeply missed.” COVID-19, new revolution will According to Kumar, a a busi- you can consider developing The Group mourns the come and the whole world will ness owner, travel agents your own customer CRM or demise of its Founder work together. should not wait till hard times use some cloud-based solution & Chairman, whose legacy and pass time doing noth- for more convenient access to lives through his children, Challenges & opportunities ing at all. “You can spend this the data and use software for grandchildren & great- According to Kumar, today, the so-called time, ‘travel-pause’ managing and training your grandchildren. industry which gives happiness to optimise your business and staff. Every business is about to the world as well as the high- the future, the opportunities est employment to all, is strug- you can get if you take a step,” gling to save its own existence. he further said.
DESTINATION 2 1MAY 1ST FORTNIGHT ISSUE 2020 TRAVTALK Educational trips in South Korea Selecting South Korea as a destination for a school trip will leave those involved most satisfied. The greatest appeal for students won’t be limited to the historical and cultural lessons. We bring to you some trip ideas for those itineraries in the making.Q TT Bureau Seoul World Cultural Heritage The historical background of Korea's Cultural Heritage Sites is diverse. As of July 2019, Korea had 13 cultural heritage sites and one natural heritage site. The sites embody a wide variety of val- ues from tidy and neat artistic spirit to scientific rationality as wit- nessed in the traditional architecture of royal palaces or temples. DMZ Tour Lotte World Observatory The DMZ Tour offers a glimpse into South Korea’s history so stu- For years, Lotte World amusement park has been a popular at- dents can take time to recognise the preciousness of peace. They traction among locals and tourists alike. With the construction of get a chance to experience the Korean Demilitarized Zone on the Lotte World Tower & Mall, the area has become a paradise for all South Korean side and understand how this strip of land came things entertainment and culture. The 123-storey tower includes about. The trip starts in Seoul. shops, theatres, offices and a hotel, as well as the 555 metre- high observatory Seoul Sky, opened on April 3, 2017. Samsung Innovation Museum Hyundai Motors Ulsan Plant Samsung Innovation Museum is an electronic industrial museum run by Samsung. The museum mainly consists of three sections. Hyundai Motors Ulsan Plant is the world's largest single plant. It is Visitors can learn about the history of Korea's electronic indus- made up of five independent factories, with approximately 32,000 try, as well as the past, present and future of the semiconduc- personnel producing an average of 5,800 vehicles per day. Visi- tor, display and mobile industries, where Samsung made great tors to the plant can tour the vehicle manufacturing plant and the achievements. The museum also runs an education facility called port that houses 76,000-ton ships. Reservation in advance is Children's Display Research Institute. required for the tour. Buyeo National Museum First established in 1929, the Buyeo National Museum was reo- pened in August 1993 at the current location. The museum has four exhibition halls and an outdoor exhibit with a total of about 1,000 relics on display. Students can visit the museum to see the treasures and riches from the Baekje times and to experience the dynasty’s love of form, detail and restrained opulence. Busan Busan, a large port city in South Korea, is known for its beaches, mountains and temples. Busy Haeundae Beach features the Sea Life Aquarium, plus a Folk Square with traditional games such as tug-of-war. The city's natural endowments and rich history have resulted in Busan's increasing reputation as a world-class city for tourism and culture, and it is also becoming renowned as a hotspot destination for international conventions. Tongdosa Temple Gyeongju National Museum Located in southern part of Chiseosan Mountain, Tongdosa Tem- Gyeongju National Museum is loved by visitors and residents alike ple is famous for not having any Buddhist statues in the temple. as it houses numerous historical and cultural artefacts of the Silla This is because the real sarira (sacred relics) of the Buddha is dynasty (57 BC - AD 935). The museum recently went through preserved here. The temple consists of several halls and build- renovation, and the galleries and exhibition halls have taken on a ings, including the Daeungjeon Hall, Daegwangmyeongjeon Hall new look. It also strives to take a leap forward to become a cul- and Yeongsanjeon Hall, and also has several national treasures. tural centre by promoting international exchange opportunities, social education programmes and a variety of special exhibitions.
2 2 TRAVTALK MAY 1ST FORTNIGHT ISSUE 2020 MOVEMENTS HAHN AIR ASCOTT NOVOTEL CONVENTION CENTRE AND HICC Germany Chennai Hyderabad Hahn Air is regrouping its departments supporting partner airlines, CapitaLand’s wholly-owned lodging business unit, The Ascott Novotel Hyderabad Convention Centre and Hyderabad International travel agencies and the global distribution systems (GDS) into Limited (Ascott), has recently appointed Supriya Malhotra as Convention Centre (HICC) have appointed Kailash Gundupalli as their new Director of Culinary for the dual the new commercial and operation divisions. Area General Manager for Chennai cluster. In property. Bringing over 20 years of hospitality Its newly-formed commercial division will be her new role, Malhotra will be responsible experience, Gundupalli enjoys experimenting headed by Alexander Proschka who has for Ascott’s overall operations in Chennai. diverse flavours and cooking styles to suit been promoted to Executive Vice President She will also be leading the pre-opening the modern day palate. In his new role, he will Commercial. His division comprises of the process of the group’s new properties predominantly be responsible for formulating following departments: airline business, due to open in India. Malhotra has been and implementing the department’s standard communications and marketing, sales with Ascott since 2013 and was previously operating procedures. Adjacent to each analytics and travel agency distribution. the City Manager for Chennai with direct other, Novotel Convention Centre Proschka has been with Hahn Air since 2008 operational responsibilities of and HICC are designed to provide Somerset Greenways Chennai. a comfortable and business- and was previously in charge of the sister She has a vast experience friendly environment. companies Hahn Air Systems and Hahn of over three decades Air Technologies. in hospitality. Frederick Nowotny has been promoted to Head of Operation Ascott has also announced the appointment of Mansur Ahmed THE WESTIN GARDEN CITY to lead the new operation division. Nowotny joined Hahn Air as Deputy General Manager of the 187-unit Somerset Greenways in 2008 and previously headed up the sales in Chennai. Ahmed has been with Ascott for Mumbai engineering department. His division now over nine years and was previously the includes the teams in charge of all airline Director of Sales & Marketing for Chennai Shalin Jose has been appointed as the new and product implementation processes, cluster. A seasoned sales and marketing Director of Spa at The Westin Mumbai Garden GDS interfaces and inventory displays. In professional, Ahmed underwent a City, a scenic sanctuary for business and addition, he oversees the IT and second- rigorous six-month training spread leisure travel. Jose has over 16 years of level support departments, as well as across India and Singapore, prior to experience in the wellness industry. His the Hahn Air Service Desk which assists his appointment as Deputy GM. In abilities span every facet of the industry, partner airlines and answers ticketing his new role, he will be responsible including management, branding and enquiries of travel agents worldwide for managing the ope- business development. Jose has a Diploma 24x7. The restructuring rations of Somerset in Beauty Therapy and Cosmetology. process will enable Hahn Greenways In the new role, he will be Air to maximise results for Chennai. responsible for bespoke customer groups. experiences at the Heavenly Spa by Westin. Do a bit of armchair travel A nationwide lockdown doesn't have to mean missing out on travel. Tick off some items from your bucket list during this quarantine and travel to some amazing destinations from the comfort of your couch! We bring to you the top six destinations that we think you would love to visit. TT Bureau France: Musée d’Orsay, Paris Kingdom of the Netherlands: Rijksmuseum The UK: The National Gallery This charming museum which in itself is a work The Rijksmuseum is Many of UK's top tourist of art now boasts a a Dutch national mu- attractions have incred- staggering collection seum dedicated to arts ible webcams and virtual of Impressionist and and history in Amster- tours on their websites, Post-Impressionist Eu- dam. It has on display which means you can ropean masters from 8,000 objects of art explore them from the 1848 to 1914. Enjoy and history from the years 1200–2000, among which are comfort of your living the extensive display of artworks in this online collection. some masterpieces by Rembrandt, Frans Hals, and Johannes room. Take an online tour https://artsandculture.google.com/search/entity? Vermeer. of the National Gallery in Trafalgar Square and admire its collec- p=musee-dorsay-paris https://www.rijksmuseum.nl/en/from-home tion of over 2,300 paintings dating from the mid-13th century to 1900. https:/www.nationalgallery.org.uk/visiting/virtual-tours The US: Nevada’s treks Switzerland: Lucerne South Korea: Busan With their ‘Roam Lucerne, the gateway If you believe that Seoul From Home’ option, to central Switzerland, is the only city of interest armchair travellers sited on Lake Lucerne, in South Korea, you are can explore some of is embedded within an yet to discover Busan. Nevada’s off-the-grid impressive mountain- Located on the most favorites from all cor- ous panorama. It’s south-eastern portion ners of the Silver State. attractions, great shop- of the South Korean Wander through slot ping, and the beauti- peninsula, Busan is a canyons, hot springs, state parks and beyond on your device. ful lakeside setting with the nearby mountains make it very large port city in South Korea. It is known for its pristine beach- https://travelnevada.com/google-trekker popular among Indian travellers. es, majestic mountains and temples. It also boasts of several https://www.myswitzerland.com/en-in/destinations/lucerne/ museums and historical structures for art lovers. https://www.youtube.com/watch?v=vsgKbjHCxb8
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: 30-04 -2020 OPPORTUNITY MOT & trade come together Meenakshi Sharma, Director General, Ministry of Tourism, insists that this is the right time for people to take up the IITFC programme, while the ministry looks at a start-up strategy for tourism together with industry stakeholders. Nisha Verma because firstly, it helps in getting tions and at least 2000 people Ministry of Commerce & Indus- a certification that is flexible and attend it regularly, which is good try, and other ministries on behalf Speaking of the new normal, allows you to work part-time or considering that there are so of the travel industry. Everyone Meenakshi Sharma has full-time depending on the cir- many online sessions happening is aware of the kind of distress claimed that once the lockdown is cumstances. It also carries the simultaneously across the world. tourism is going through. I am over and people start working in a strength of an MOT certification, sure we will get something, but normal fashion, Ministry of Tour- which can help them in the long People have time challenges are many and they are ism (MOT) hopes that domestic term. This is absolutely the right available and tourism is across the board. The immediate tourism will be the first segment time for taking the course. People going to take some more challenge is how to handle the to revive. “It is human nature to have time available and tourism time to get back. Hence, health crisis and other things only travel, hence, it is not expected is going to take some more time there will be a lean come next. How much would that people will not travel for a to get back. Hence, there will period, which I hope be done and could be done is long time. However, owing to the be a lean period, which I hope people realise yet to be seen. The problems various issues related to prepar- people realise for this purpose,” of the industry, however, are edness, international travel will she shares. Addressing industry issues well known and well represent- take much longer to commence. While the industry is gaining ed,” she asserts. MOT is believed Even long-distance travel within Digital communication product knowledge through the to be in dialogue with the indus- the country would be on hold be- MOT recently increased the num- webinars, they are struggling in try and the next step would be cause of protocols, which may be ber of languages for its website. their businesses and have been to work with them on a strategy required for air or rail travel. On the The next step in its digital com- making representations to when the lockdown is lifted. other hand, travel within the state, munication strategy are webinars. the MOT and various oth- or for shorter distances, will hap- Sharing details, Sharma says, er ministries. Sharma Meenakshi Sharma pen much faster. Hence, we are “The website is doing well and claims that everybody looking at a strategy to approach in the government is Director General that,” she reveals. The problems aware of the condi- Ministry of Tourism of the industry are tion of the tourism Sharma suggests that there is a well known and well industry. “We have need to create new experiences represented already approached for domestic tourists because Ministry of Finance, people will travel in a different many people use it for informa- fashion going forward. “This tion. We have come up with a means that people might look at webinar series called ‘Dekho less crowded places, as social Apna Desh’, which is also getting distancing and apprehensions hosted on our website, so that regarding travel will be on their people can get access to it even if minds till the vaccine comes out. they’ve missed a webinar or want Keeping that in mind, we thought to re-visit it. We are very happy of exploring various options. We with the enthusiasm of the indus- hope that the confidence of peo- try for these webinars. The min- ple to travel comes back soon,” istry is only providing a platform she explains. and organising it. However, all the information and presenters are Now is the time for IITFC from the private sector. This also Sharma believes that now is the means that we will not take too right time for the Incredible India long in revival because people are Tourist Facilitator Certification already interested. People from (IITFC), for which MOT is already world over are saying that it is on seeing a steady streaming. “We their agenda to visit India and they have also written to the state will do it as soon as possible.” governments to encourage their stakeholders who may be work- She adds that the webinars nor- ing directly, to encourage others mally get 3000-4000 registra- further. A programme like IITFC makes a lot of sense currently
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