GOING TOURISTY WITH TOURIENT

With wonderful tourist spots, diverse topography, varied cultures and heritage sites in the country, India is one of the most lucrative options for tourists. The tourism industry of the country has undergone various changes over time. Responsible for generating about 6.3% of the country’s GDP in the year 2015 along with supporting 37.315 million jobs, the industry stood for about 8.7% of the total employment. Replete with growing options for all sorts of travellers, it caters well to an upcoming and new travel-loving generation of young and adventurous travel enthusiasts. Further, the ease of ‘visa on arrival’ is currently boosting the tourism industry backed by an increase in boutique hotels and resorts as well as an itch among travellers to explore new destinations.

One-Stop Shop

Travelling at the mercy of fixed and readymade travel packages sold by travel agents has now become a thing of past. A different set of people in India are emerging as travellers who are young, dynamic, adventurous, and looking to explore the world. Therefore, ditching the old and traditional concepts, Tourient works online for creating customized domestic and international holiday packages, offering the most competitive rates. “We promote our brand with the quote – ‘Experts in Customised Holiday Packages’ which is our core strength,” says Anckur Barvaliya, director of Tourient Travel Services (P) Ltd. After noting the requirements of the customers, the company’s travel experts begin work by designing the most suitable package and providing tailor-made tours. The package includes flight bookings, hotel bookings, cruise bookings, MICE (Meetings, Incentives, Conferences and Events) as well as travel insurance and visas.

Customer-Oriented Approach

A written quotation sent via email with details of flights, hotels, inclusions, cabs, day-wise itinerary, terms and conditions and payment modes are some of the perks that customers enjoy when they opt for Tourient’s services. Clubbed with that is the prompt response to all customers’ queries pre and post-bookings. To ensure a comfortable trip, Tourient always selects star-rated hotels based on Trip Advisor’s ratings. Further, for domestic trips they deal with trusted and reputed car vendors from all over India that provide reliable service. To avoid last minute hassles, the entire booking is reconfirmed prior to the customer’s departure date so as to ensure smooth execution of travel. Elderly customers are taken extra care of and provided necessary assistance since Tourient puts in a word for their special care to the vendors.

“We always ensure guaranteed delivery of the service we committed at the time of booking,” assures Barvaliya. “And hence we are able to maintain 95% customer satisfaction ratio with positive reviews on Google, Facebook and Sulekha,” he adds. An active helpline number is always available for any help that the customers might need during the trip along with a dedicated Whatsapp contact number through which they provide customer support. In case of international trips, local contact details are always provided. “We also provide international mobile SIM card complimentary to our premium customers travelling to an international destination so that the customer can always remain connected to us and their family during the trip,” informs Barvaliya.

The Franchise Route

Now, to be able to reach out to new travellers, Barvaliya feels the need to target them locally with a retail branch office, thus utilising their brand value on a larger scale. However, since maintaining such branch offices would be a difficult task, he wants to adopt the franchising route. “The company can grow faster with minimum in-house officials and expenditure,” he opines. The company has therefore started selecting franchisees that are educated and have some knowledge of the travel industry along with an understanding of the existing customer reach strategy as well as social reputation, customer-friendly approach, the required financial resources, geographical area, capacity to convince customers to avail services from Tourient and willingness to do business in the travel industry.

“We are actively seeking partnership of enterprising individuals who are passionate about the travel industry. The franchisee appointment will be selectively granted to prospects that demonstrate not only adequate business acumen but also an impressive business track record, exceptional leadership traits, proven management capabilities and an ability to adapt to a constantly changing and evolving travel industry” Barvaliya states. Owners of licensed travel agencies are bound to be given preference owing to their relevant experience in the travel industry.

However, non-travel professionals displaying an interest in associating with Tourient and willingness to acquire a travel license or invest in an existing registered travel agency are also encouraged to seek partnership with the company. Says Barvaliya: “Applicants must also demonstrate sound financial resources to drive the business growth without any disruption.” To stand true to their mettle, the franchisees are trained by Tourient through an orientation programme, receive the required software to undertake bookings and are trained in various procedures and government rules.

Interview

“Customers Should Never be Misguided”

An interaction with Anckur Barvaliya, director of Tourient Travel Services (P) Ltd

What sets you apart from your competitors?

Tourient comes from the word tourism plus oriented. Our tagline is ‘tourism best treated’. We provide higher level of services at competitive rates. The genuine customer reviews on the social media is testimony to the fact that we deliver what we commit without any compromise on the quality of our services. Apart from India, we have customers from the US, UK, UAE and Australia.

What is the expanse of your connection?

We opened our first branch office in Surat in our second year of operations.

What challenges have you faced so far and what were the lessons learnt?

It has always been challenging to provide services and acquire customers as a brand in this competitive market. Proper marketing through different channels requires huge finance.

What suggestions do you have for people entering this market?

Good communication skills, the ability to work hard and an enduring passion for travel are the key factors. Customers should never be misguided in order to build long-term relationships.

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