TravTalk India Online Magazine
The travel and hospitality industries are undergoing a massive transformation, driven by evolving expectations around technology, branding, and service. Chirag Agarwal, Co-founder, TravClan, highlights how travel agents now prioritise real-time solutions, brand differentiation, and personalised experiences—signaling a shift from transactional relationships to value-driven partnerships.
Hazel Jain
The expectations of travel and hospitality businesses—especially travel agents—have changed dramatically in recent years,” says Chirag Agarwal, Co-founder, TravClan. “What was once a price-driven, email- and call-dependent industry has evolved into a tech-enabled, brand-conscious ecosystem.”
One of the biggest shifts is the demand for speed and reliability. “Agents and travellers no longer want to wait hours for quotations—they expect real-time pricing, faster responses, and tech that helps close bookings quickly,” he explains. At the same time, the focus has moved from just offering the lowest rates to partnering with suppliers who provide consistent service, accountability, and flexibility.
Branding and customer engagement take priority
Another key change is the emphasis on brand-building. “Agents want tools that help them create a distinct identity, not just generic services,” says Agarwal. Solutions that allow customization—like branded itineraries, white-labelled apps, and logo integration—are gaining traction as agents seek to own the customer relationship, not just the transaction.
Service expectations higher than ever
“Agents now demand flexible terms, post-booking support, and service that reflects well on their business,” he notes. “They’re no longer just buying travel products—they’re investing in experiences they can confidently resell.”
Scaling a travel business today is less about adding headcount and more about smart automation. “Agents are investing in technology that helps them sell more, operate efficiently, and reduce complexity,” Agarwal observes.
With travellers more informed than ever, agents must offer unique value. “Clients want confidence—insider tips, local expertise, and personalized advice,” says Agarwal. “That’s why agents now prioritize customization in everything, from trip planning to branding.”
He also points to the surge in B2B travel tech solutions in India. *”While B2C is saturated, B2B travel has been underserved for years. Post-COVID, the need for modern, scalable solutions has become urgent,”* he explains. “The opportunity lies in replacing outdated systems with tech that streamlines how travel is sold and delivered.”
“The future of travel hinges on tech, branding, and personalization. Agents who adapt will thrive; those who don’t risk falling behind.”
- Chirag Agarwal
