`TAs Should Provide Quality Service’

TAAI’s recently elected vice-president, Thomas Cook CEO and MD as well as reigning BCCI president, Ashwini Kakkar in his first interview tells Bhisham Mansukhani about his plans for India's travel trade

What are the challenges, you cite for TAAI?

TAAI is the oldest travel body in India and has been through a lot. It now faces a huge challenge because its core industry on a worldwide basis is experiencing the highest rate of change. Travel and tourism is a US4 4.6 trillion industry. The Internet has made things simple for the customer and has eaten into the business of travel agents. Call centres have done the damage as well as they provide travel warehousing. Mobile commerce albeit still nascent is the next likely revolution in the offing apart from a whole slew of telecom driven technologies that will change the paradigms of travel transacting. However, unique to the Indian market, there exist several anomalies. A trigger of events including 9-11 have compelled airlines to move towards rapid dis-intermediation and the push for a zero commissions regime here is indicative of this. There are many other demographic and pscychographic developments in the making.

What would you like to change about the perspective of the travel agent?

Travel agents need to relise that they donot own the spectrum of travel and tourism infrastructure. They only provide the service and that is what they need to concentrate on because that is what makes them relevant. There a lot within the industry, who by the dint of their native intelligence cite this, but it has to be top of mind. Quality of service will be the final determinant of the role of the travel agent.

What do you see the role of TAAI's vice president as?

I see my role as a catalyst in being be able to present all the options in keeping with current trends to all members so that we can arrive at a collective decision. I see my self as part of the team. I am the prime supporter of the unequivocal leader and have the ability to fill in, in case of an emergency. The larger role I see is that of a managing committee member, assigned the task of envisioning a prosperous future for the industry.