TravTalk India Online Magazine
Even though the COVID-19 pandemic has affected the expected growth in the tourism and travel industry, one cannot deny the indispensable role travel still plays in our lives and in the economy of many countries, says Vinay Malhotra, Regional Group COO – South Asia, Middle East & North Africa, Americas, VFS Global.
Travel will bounce back as borders start opening up again, but the way one travels henceforth is set to differ from any of the earlier changes we experienced. The world is looking at a recovery roadmap and simultaneously implementing key efforts. We are exploring ways to go back to our daily routines, albeit with changes from a health perspective that are imperative for our safety. Just like we are doing today, we could well also be altering our usual travel behaviour to make the next journey safer for ourselves and those around us. To keep up with this evolving traveller behaviour, it is important for the travel industry to transform along with its customers, and build a travel ecosystem that is more sustainable and one they feel safe in. Here’s what we could see change:
Smart travel – the best new way to travel
The fear of COVID-19 has embedded an added layer of caution around human touch, and people across platforms are doing their best to minimise the amount of human interface. The safest and most utilised alternative currently is the digitisation of systems and processes. By taking travel planning online, we enable remote applications and processing from home, avoiding crowded public spaces, and cut down on human touchpoints and process turnaround timelines significantly. With varied digital solutions such as e-visas and e-passport gates, essential travel documents can be processed digitally in a smooth transition. Upgrading technology at every juncture of travel will now be imperative, to make it an overall safe and ‘smart’ experience.
Customised experiences and services
Consumers are likely to have a higher preference for services that are tailored to their needs. Be it ordering food, booking a vacation or applying for a visa, consumers will be looking for services that not only enhance their experience but also make it more convenient and hassle-free. Custom-made could become a necessity instead of a luxury. Doorstep delivery services, courier services for return of documents, and Premium Lounge access for less crowded and more personal application submission, etc., will surely gain more acceptance in the new normal.
AR and VR redefining the planning process
Securing the trust of the consumer is now a priority for both destinations and travel companies. In the post-COVID-19 world, consumers are bound to look at options that give them a better understanding of destinations or products in order to make well-informed decisions while planning. Hence, technologies such as Augmented Reality (AR) and Virtual Reality (VR) could gain rapid acceptance and play a significant role in the travel inspiration and planning process. It will help reassure the traveller of the surroundings they choose and necessary safety precautions, keeping them at ease. Bearing in mind the unstable nature of the situation we are in, there is still a lack of visibility for the industry to manoeuvre in the new normal. However, sustainable change is inevitable.
