Taking The Trouble Out Of Travel

Travel can be thrilling or traumatising, depending on how well you have planned your itinerary, organised your bookings and nailed down your activities. And therein lies the nub. Balancing these details along with the chaos of one's daily life often results in something or the other slipping through the cracks, throwing a curveball on that much-awaited trip. 

Fortunately, some travel tech companies are taking the pain out of your travel by whipping out their tech wizardry. Their promise to elevate your travel experience means you can wave bye-bye to snafus and say hello to sunshine!

1.    DriveU

Short vacays are fun, except for the bit where one must navigate hairpin bends and potholed roads. A growing number of Indians now prefer to hire drivers who will drive their cars rather than driving themselves or relying on ride-hailing aggregators. This allows them to enjoy the creature comforts of their own vehicle with the convenience of the driver at hand rather than booking multiple trips from one place to another. 

DriveU is one platform that offers on-demand drivers. Ashok Shastry, its co-founder and CEO, proudly claims that it has onboarded and trained over 1 lakh drivers and served over 7.5 lakh customers since its inception in 2015. Customers only pay once a booking is completed because the charges are based on the time clocked in by the driver and kilometres travelled in case of one-way bookings. 

The platform follows a driver filtering process to ensure that its drivers exude professionalism and customers are spared issues during their travel. All aspirant drivers must upload their government-accredited documents on the partner app for background verification. 

Once verified, they undergo a mandatory physical driver test followed by an in-depth training program that covers soft skills, customer service and use of technology. "We have advanced proprietary technology that we've developed over the years that continuously monitors behaviour at a booking level and will alert our team if something seems off," Shastry adds. 

2. IntrCity

The Amitabh Bachchan-starrer 'Bombay to Goa' romanticised inter-state bus travel and this remains the preferred mode for many travellers. However, gone are the days of queuing up outside crowded bus stations to book your tickets. 

IntrCity SmartBus' asset-light aggregator model has a network of 'connected buses' for seamless, on-the-go monitoring and smooth operations. It also uses IoT fleet analytics, which enables real-time monitoring of each vehicle's performance and analytics of the same for smooth performance. 

Manish Rathi, co-founder and CEO of IntrCity, says that its SmartBus operating system includes a suite of applications: the Consumer Platform, Operator Dashboard, Crew App, and IOT-based Fleet Analytics. "Aside from that, a command center that creates real-time bus feeds, driving speeds, and CCTV footage 24X7. The Command Centre 24X7 one can see which bus is running late, and the 'Where is my bus' tracker tells the exact time when the bus will come," he adds. 

In addition to real-time tracking, the IntrCity SmartBus app allows travellers to pre-order snacks inside the bus and book sleeper beds in the vehicles. They can also get a wake-up call, and ETA of destinations and can coordinate with trained 'SmartBus Captains'. Moreover, all their boarding points have Wi-Fi-enabled lounges.

Considering that a lot weighs on how alert the bus drivers, IntrCity has retrofitted cameras on all its vehicles for a driver monitoring and alerting system. This device monitors driver behavior closely, noting any signs of droopy eyelids, slackened facial muscles, or other significant signs of drowsiness, distraction, and over-speeding. If the system detects that the driver might be losing concentration, he is alerted via a warning alarm. 

The company's 24/7 command center also monitors this detection tool to determine accurately whether a driver is driving responsibly or not. For added safety, an emergency SOS button is available for passengers, which is particularly vital for women and senior citizens.  

3. MakeMyTrip

Booking book hotels, flights, buses, trains, and rental cars has become a breeze because of online travel aggregators like MakeMyTrip. Over the past few years, the platform has evolved into a comprehensive travel super-app, offering various products and services, including travel insurance, travel credit, forex to consumers.

"Our major focus is on employing the huge repository of travel-intent data and using deep machine learning and advanced data analytics to help consumers with increasingly personalised recommendations," says Rajesh Magow, co-founder and group CEO of MakeMyTrip. "We probe extensively into customer behaviours and tastes by harnessing the power of data analytics to create customised suggestions and curated experiences." 

This probing is how the platform introduced flexible features like Book at Zero, Trip Guarantee and Price Lock. It also adopted automation and AI technologies to make the booking and issue resolution experiences for both its supply partners and customers. 

The personalisation journey is complete only when discovery, decision-making and reservations can all happen on the same platform. MMT's 'Where2Go', Traveller's Map of India, and 'hidden gems' sections offer inspirational content, while it 'Dynamic Itineraries' allow customers to customise every facet of a bundled purchase in real-time. 

"Our self-serve flows on the app help consumers resolve booking-related concerns by themselves on the platform. For escalations, our response team responds to online queries within 8 minutes to ensure all urgent booking-related issues are redressed on priority," Rajesh claims.

4. Ixigo

ixigo started as a content and utility platform allowing users to view and compare the best possible deals and access additional functionalities like train running status, PNR status and other meta information. Over time, it added the convenience of booking tickets for trains and flights and hotel and cab booking services. 

While other OTAs focused on airlines and hotels, it prioritised providing useful intercity railway information to customers between 2014 and 2018. In 2013, it launched the ixigo train app on Android, targeting train utility use cases like PNR prediction, station alarm, seat position, etc. 

The company has further launched AI-based data-driven features, such as a multilingual UI, travel assistant (TARA), live running status, Siri shortcuts, and an AR feature, allowing train passengers to locate their coach positions at more than 7,000 railway stations nationwide. In 2017, ixigo started selling tickets as an additional service for IRCTC and its existing travel offerings such as flights, buses and hotels, which helped it become a complete 'one-stop-travel' solution platform. 

Rajnish Kumar, co-founder and Group CPTO of ixigo, says that the company is the leading OTA for the next billion users, with its focus on localised content and app features that aim at solving problems of Tier II/III travelers, with 95.26% of its transactions in FY2022 driven by smaller towns and cities. "This commitment is reflected in their provision of valuable intercity railway and bus details to customers through platforms like ConfirmTkt and AbhiBus," he added. 

Recently, it introduced PLAN by ixigo, an intelligent travel planner driven by OpenAI's ChatGPT API. It lets users build travel plans and discover fact-checked, personalised attractions, restaurants, activities, hotels, tours, and more, with recommendations based on their current location, time, or weather conditions. 

"Alternatively, if users have a destination in mind, they can select from a range of trip themes or provide their own preferences for a customized trip plan. PLAN will automatically tag, map and generate a detailed itinerary for the chosen destination and theme, integrating weather and AQI updates. PLAN's conversational user interface enables users to customize itineraries in real-time and co-create their perfect trip plans," Rajnish said. 

5. EaseMyTrip

EaseMyTrip has built a reputation for providing discounted deals on travel ticket and hotel bookings, and the company's co-founder Rikant Pittie is delighted with this recognition. He credits this success to the in-house team's ability to develop a secure and scalable technology infrastructure and proprietary software that helps the company be versatile in this dynamic age of information and data.

"By employing data analysis tools, we closely monitor and analyse market trends, customer behaviors, and booking patterns. This meticulous analysis empowers us to identify opportune moments to offer discounts, whether during off-peak periods when demand is lower or when there might be surplus availability," Rikant adds.

At the core of its ability to provide dynamic discounts is the company's use of advanced pricing algorithms that factor in booking timing, current availability, seasonal changes, and past pricing data. EaseMyTrip can rapidly adapt prices to reflect the evolving market conditions to offer customers current deals by processing these inputs in real time.

Beyond its zero convenience fees, the platform also unveiled initiatives like 'best price guarantee', 'full refund on medical grounds and policies ensuring 'no hidden charges' to amplify customer value and encourage repeat bookings. Aware that travel plans can be fluid, it harnessed technology to ensure a seamless cancellation and refund process to minimize customer frustration and build trust in its service. 

"Our hybrid distribution network, which combines technology and human expertise, allows us to manage bookings and provide quick refunds when necessary efficiently. Our technology-driven infrastructure ensures that refund requests are processed promptly, minimising delays and hassles for our customers," Rikant assured. "Under the Easy Refund policy, customers can receive a full refund on their ticket cancellations without any questions asked."

6. TravClan

Suppose travel agents are an indispensable part of the travel community. In that case, TravClan has emerged as their one-stop shop, enabling them to instantly book complete holidays, including flights, hotels, activities, sightseeing, and transfers, all within the platform. Their approach is to assist travel agents in improving their business rather than completely changing it. 

"With the platform, travel agents can effortlessly customize and book personalised itineraries for each customer, supported by in-house destination experts who assist agents in upskilling and selling more effectively. We have a unique offering called On Trip Help, which is a platform that gives real time updates of the trip to the travel agent and allows customers to access important information such as driver details, vouchers, pick up location etc.," says Chirag Agrawal, co-founder of TravClan. 

Calling itself a tech-enabled global destination management company, TravClan has a local on-ground presence in over 18 destinations globally. Ashish Thapliyal, the company's co-founder and CTO stated that, unlike a big travel company, TravClan does not follow the one size fits all policy; it offers customisations at several levels. "More importantly, the hotels and services we offer are directly contracted; therefore, it is easy to cater to requests and demands," he added. 

But in an era of OTAs, do people still prefer travel agents? Arun Bagaria, co-founder and CEO of TravClan, says an emphatic yes, and points out that OTAs are only 20% of market share, even in today's digital age. According to him, people prefer travel agents because they offer personalised service and expertise that can't be easily replicated online, tailoring trips to individual preferences. "For complex itineraries, travel agents simplify planning and coordinating flights, accommodations, and activities. This saves travelers time and hassle," Arun said. 
Travel agents often possess insider knowledge, accessing deals and insights not readily available to the average consumer. When emergencies strike, like flight cancellations or natural disasters, agents provide immediate assistance and rebooking options. For busy individuals, convenience is a major draw; agents manage all trip details, ensuring a stress-free experience. 

7.    FlyBlade 

You might not be able to fly your loved ones to the moon and back yet, but Blade India gives you the opportunity to fly them short distances in a helicopter. Surely, that is a good trade-off!

The company—a joint venture between Blade Urban Air Mobility Inc and New York-based venture capital firm Hunch Venture—provides scheduled by-the-seat helicopter flights across several routes. In its debut year 2019, Maharashtra customers displayed a remarkable 60% repeat purchase rate, encouraging Blade India to expand its intra and inter-city services operations to Karnataka. 

"We swiftly attained an 80% occupancy rate within three months. Pune, a key destination, notably boasts the nation's highest helicopter count—a testament to the growing appreciation of short-haul mobility's efficiency," claims Amit Dutta, managing director, Hunch Mobility. 

Blade offers pay-per-seat service, charters, intra-city airport transfers and medical evacuation across 12 cities in Maharashtra, Karnataka, and Goa. The pay-per-seat service operates with predetermined routes during specific time bands, covering intra-city airport transfers and routes to various destinations within these states. The personalised charter service, Blade Anywhere, operates nationwide with a versatile fleet of helicopters, jets, and turboprops. Blade Care medical evacuation service also offers medical aid and bed-to-bed patient transfers across India.

The imminent democratisation of this mobility trend is expected to see more people warming up to it, especially as it dispels the notion that helicopter services are luxuries for the aristocracy and VIPs. Moreover, this company is also checking the boxes for sustainable travel by partnering with Eve Mobility to transition to electric aircraft. This collaboration involves a non-binding order for up to 200 electric vertical take-offs and landing (eVTOL) aircraft, encompassing maintenance and Eve's urban air traffic management software.

8.    AirBnB

Are you seeking economical accommodation in a convenient location with a home-like setting? Well, just AirBnB it?

A growing number of travellers globally and closer to home prefer to rent apartments or entire homes where they can interact with the host or other locals in their pursuit for an authentic local experience. That these properties are located close to public transport and local marketplaces, increasing their lucre to those who want to explore the area during their trip.

Amanpreet Singh Bajaj, general manager for India, Southeast Asia, Hong Kong and Taiwan at AirBnB, claims that the platform has been intuitively designed to provide an effortlessly navigable interface that guides travellers through every stage of their trip. From the initial stages of travel planning to discovering the ideal accommodation, it serves as a comprehensive travel companion by tailoring choices to individual preferences, enabling users to explore a diverse array of stays.

"We have revamped the booking process to offer a user-friendly experience. Guests can seamlessly navigate through listings, access comprehensive information and book accommodation in just a few clicks," he adds. 

Moreover, the search filters have been optimised to empower guests to refine their search as per their preferences and needs. This ensures they can swiftly discover accommodations that align perfectly with their specific requirements.

The multitude of Airbnb categories enables travellers to explore over 60 unique categories based on style, location and proximity to travel activities to uncover their ideal accommodations. They can also view checkout instructions on the listing page before booking, and they'll receive a reminder before they leave the home. 

Since AirBnB is powered by user-generated content, guests can tell the company about any excessive requests during the review process.

And listings with repeated low ratings from unreasonable chores will be removed from the platform. "We're committed to maintaining transparency by displaying reviews from verified guests. This ensures guests can make well-informed decisions when choosing their accommodations," Amarjeet reaffirms. 

Moreover, the company has created a dedicated 24/7 support team for priority access when customers are on a trip, with a goal of answering 90% of calls in English in two minutes or less. 

9.    OYO 

With its promise of standarised hotel service, OYO revolutionised travel for India's middle-class and student population. Its popularity grew after it offered flexible booking policies to accommodate special requests and the needs of young guests on its platform. 

Over the years, the brand expanded its portfolio to encompass upscale resorts and hotels for travellers seeking a premium experience. Abhinav Sinha, global COO and chief technology and product officer at OYO, maintains that it has empowered its patrons with technological tools that transcend traditional hospitality so that they can thrive in a digital landscape. 

"From their onboarding to managing everyday operations, we have streamlined and automated the entire process for their convenience. Our platform OYO 360 makes onboarding smooth with automated digital contracts based on property details, while our comprehensive tech solution, CO-OYO, simplifies critical, everyday business functions in a user-friendly way. Our dynamic pricing strategies, presence across various online travel agency (OTA) platforms, and meticulous online content management further support our patrons in maximising their earnings," he elaborates. 

The company has also ventured into various initiatives powered by AI. For instance, it is utilising machine learning for search and ranking, enhancing search results' accuracy and accommodations' ranking. 

Guests no longer need to complete the search filters to find the hotels they want. The system dynamically regulates the equilibrium between exploration and exploitation, drawing from the user's past feedback, such as hotel price, guest ratings, location, and hotel categories. This facilitates the presentation of new hotel recommendations right on the homepage. Consequently, the journey from discovery to hotel booking can now be accomplished in just two clicks. 

"We also harness personalisation techniques to anticipate the purpose of guests' travels and accordingly customize their experience. For instance, leisure travelers will be presented with hotels near transit points or notable landmarks, in addition to hotels offering amenities like swimming pools or kids' play areas, while pilgrimage travelers will find higher-ranked hotels near places of worship," Abhinav explains. 

On the other hand, business travellers will see better-ranked hotels with excellent connectivity and breakfast options. Around 90% of users who use the search feature for discovery end up opting to book from the initial ten suggested properties listed on the page. 

Using machine learning models, OYO is developing a system that proactively predicts potential customer escalations, which could escalate to social media. Subsequently, leveraging generative AI will propose actionable steps to address and resolve these escalations effectively. 

10.    Tripoto

Imagine sharing your insights about a place you have visited on a platform and earning goodies for it. Well, that is the premise on which Tripoto operates.

Through active engagement on the platform, users earn credits by sharing their travel stories, creating content, and referring friends. These accumulated credits can be applied towards discounts on trips, accommodations, and various travel-related services to unlock substantial savings, making their journeys more affordable and accessible. This encourages users to share their experiences and empowers them to explore new destinations and experiences without traditional budget limitations.

"Our approach is tailored to the evolving needs of modern travelers. With dynamic pricing, we personalise travel deals, optimize revenue streams, and respond swiftly to market fluctuations. This approach ensures competitive pricing while delivering tailored packages for users' unique preferences. We focus on providing a user-centric experience, creating a niche in the industry by combining innovative pricing strategies with authentic travel insights," claims Anirudh Gupta, co-founder and CEO of Tripoto Travel. 

While dynamic pricing is a powerful tool, he maintains that Tripoto's success isn't solely attributed to it. Its content publishing platform sets it apart, offering its 4 million monthly user base valuable insights, itineraries, and travel stories. 

"Additionally, our emphasis on community engagement and user-generated content fosters a sense of trust and authenticity that can be harder to achieve on larger platforms," Anirudh claims. The user-generated content also serves as a valuable resource for travel consultants to understand firsthand experiences and preferences. 

Active engagement with users and consultants fosters a strong bond, allowing consultants to tap into diverse travel insights. This dialogue ensures that recommendations are well-informed and tailored. By tapping into collective wisdom and collaborating with the online community, they can discuss lesser-known destinations to craft unexpected itineraries that defy typical tourist routes.