Cus­tomer ser­vice: The road to suc­cess

Sucheta Nag­pal, Di­rec­tor & CEO, TravS­tarz Hol­i­day & Des­ti­na­tions, says that her com­pany is all set to launch its online B2B travel por­tal to­wards the end of this fi­nan­cial year.

TravTalk - India - - Agents -

Q What is unique about the ser­vices of­fered by TravS­tarz Hol­i­day & Des­ti­na­tions?

Travs­tarz is now five years old and our core busi­ness has been con­sol­i­da­tion and whole­sale. Whether it is query turn­around time, which we have main­tained at less than 1 hour for 95% of the queries, or whether it is pro­vid­ing af­ter-sale ser­vice not only to our sub-agents but also to the trav­ellers, even at odd hours in time of need, we have al­ways de­liv­ered to the best of our abil­i­ties.

Q

What is your key fo­cus seg­ment in the travel do­main?

Travs­tarz had been con­cep­tu­alised as a Con­sol­ida­tor and a DMC and our tar­get seg­ment has al­ways been travel agents, tour op­er­a­tors, MICE op­er­a­tors and cer­tain di­rect cor­po­rate clients. We pro­vide all so­lu­tions like FIT pack­ages, leisure group pack-

The por­tal will be a one-stop so­lu­tion for all travel needs, in­clud­ing flights, ho­tels, sight­see­ing tours and will have over 200,000 ho­tels world­wide to choose from

ages, cus­tomised hol­i­day pack­ages and MICE group pack­ages to our clients. Since I come with an ex­pe­ri­ence of over 10 years in the Ho­tels & MICE In­dus­try, we now han­dle over 10,000 pas­sen­gers per year in the MICE seg­ment alone, be­sides our leisure group move­ments. We are now look­ing at pro­mot­ing off­beat des­ti­na­tions and lux­ury prop­er­ties along with unique ex­pe­ri­ences for the niche travel seg­ment. We are now the whole-sell­ers for Mar­riott Ho­tels World­wide and pro­mote many of their high-end JW Mar­riot brand prop­er­ties.

Q Has ru­pee de­pre­ci­a­tion af­fected busi­ness?

With the de­pre­ci­at­ing ru­pee, there has been a rise in costs of for­eign trav­els and that has surely af­fected the busi­ness sen­ti­ment for out­bound travel. How­ever, it has not deterred reg­u­lar trav- ellers from trav­el­ling abroad. At most, it has af­fected the way th­ese trav­ellers used to travel, so maybe some peo­ple will set­tle for a de­cent 4-star prop­erty to stay at rather than a 5-star. But they have not can­celled their travel plans al­to­gether. How­ever, the seg­ments that been hard hit by the ru­pee are the cor­po­rate com­pa­nies for their reg­u­lar In­cen­tive Move­ment and Con­fer­ences and the stu­dent seg­ment. How­ever, de­spite the slump, we have reg­is­tered a steady growth of over 30% on Y-o-Y ba­sis.

Q What are your fu­ture plans?

Travs­tarz is soon launch­ing its own Online B2B Travel Por­tal. We are ex­pected to launch the same to­wards the end of this fi­nan­cial year. The por­tal will be a one-stop so­lu­tion for all travel needs, in­clud­ing flights, ho­tels, sight-see­ing tours and will have over 200,000 ho­tels world­wide to choose from. We are in­cor­po­rat­ing in­no­va­tive fea­tures for our reg­is­tered users. Be­sides this we shall be con­cen­trat­ing on de­vel­op­ing the lux­ury seg­ment and pro­mote unique ex­pe­ri­ences to trav­ellers, like the FIFA World Cup at Brazil that we have been pro­mot­ing.

Sucheta Nag­pal

Di­rec­tor & CEO TravS­tarz Hol­i­day & Des­ti­na­tions

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