Kesari takes its legacy forward

Himanshu Patil, Director, Kesari Tours, shares how they are offering new products and services to clients by paying attention to market trends and customer requirements. With a strong foothold in the market, he believes that their motto of integrity and excellence would lead to a brighter future of the company.

What inspired you to enter this industry, and how has your journey been over the past 40 years?

My father founded this company, and I found myself stepping into the business unexpectedly at a young age. Although academics were never my strongest suit, I developed a deep passion for travel early on. Over the last 40 years, I’ve had the privilege of visiting more than 120 countries, and it has been an immensely rewarding journey. My love for travel has grown with every experience, and I have cherished every moment of this incredible adventure.

How do you keep a pulse on changing customer needs?

Over the past 40 years, we’ve witnessed significant shifts in customer behaviour. In the early days, customers exhibited strong loyalty, but with the rise of digitalisation and external influences, we’ve seen changes in customer tastes and preferences. Today’s travelers are more informed, tech-savvy, and have a broader array of choices at their fingertips. As a service provider, we continuously monitor these evolving trends through customer feedback and research. By staying engaged with our customers and understanding their needs, we can innovate and adapt our offerings to align with their preferences. Whether it is introducing new types of travel experiences, curating personalised itineraries, or leveraging the latest technology, we are committed to staying ahead of the curve. This proactive approach ensures that we continue to meet and exceed our customers’ expectations, even as their preferences evolve.

Can you share a memorable experience where your team successfully navigated a challenging situation during a tour?

One particularly memorable incident occurred during the Srinagar floods, when one of our groups, staying in two houseboats on Nagin Lake, found themselves stranded due to rapidly rising water levels. With no phone connectivity and limited access to resources, our team on the ground, supported by local suppliers, acted quickly to move the group to a nearby safe location. For two days, our tour leaders coordinated with locals to secure food and shelter. When it became clear there was no immediate way out, they took the initiative to lead the group on an open road towards Leh, from where they were able to fly out safely. It was a testament to the resilience, quick thinking, and dedication of our team.

We heard you have specific advice on how travellers should keep their passports while abroad. Can you elaborate?

A passport is one of the most important documents when traveling, and it’s essential to keep it secure at all times. Personally, I always ensure that I am carrying my passport securely or is stored away safely. When I’m exploring a city, I prefer to leave my passport in the hotel locker rather than carrying it around. To help travellers keep their passports safe, we’ve even introduced a specially designed cross-body pouch at our online Kesari Shop. This pouch is worn across the chest and provides a secure way to carry your passport with peace of mind.

What significant changes have you seen in the industry, and how have they affected customer expectations?

Over the years, the industry has seen tremendous growth. With the vast amount of information now available, customers are becoming wiser. While customers are still attracted to lower-priced offers, many are now aware that the lowest price doesn’t always guarantee the best experience. Even today, there are numerous customers who recognise the importance of quality service, personalised attention, and the peace of mind that comes from working with a trusted agency. This is why most customers count on professionalism, reliability, and superior travel experience—understanding that these aspects ultimately lead to a more fulfilling and hassle-free journey. In the long run, it’s trust and consistency that builds lasting relationships, not just the cost of service.

What legacy do you hope to leave in the industry?

The foundation of our legacy is built on the vision my father established and the ethical practices and commitment to quality that my mother instilled in me. I am deeply committed to upholding these values—focusing on trust, unwavering customer care, and never compromising on service quality. This is the legacy I hope to leave— one rooted in integrity and excellence. I consistently share this message with the younger generation in our company, reminding them of the principles my father set and the importance of continuing those practices for the future of our agency.