eyefortravel - Travel Distribution India '06

‘E-business will help in expanding the market’

Dhiren Savla Chief Information Officer Kuoni Travel (India)

Dhiren Savla, chief information officer of Kuoni Travel (India), believes that technology may become one of the key differentiators for travel companies. He speaks to Express TravelWorld about the online travel business in India

What are the various initiatives that Kuoni has taken with regards to technology in the area of travel?

Kuoni has always considered adopting new technologies as an investment. Today, all our businesses are supported by integrated front, mid and back-office systems. Our current focus is automating customer service and multi-channel fulfillment systems. We have invested substantially in our business applications and built state-of-the-art infrastructure connecting all our offices on a private network.

What according to you is the future of technology in the field of travel?

There is relatively low absorption of technology in the travel space. With margins coming under pressure, automation is inevitable for bringing operational efficiency. Also, technology will enable us to reach newer markets. We strongly believe that it may even become one of the key differentiators for travel companies.

Do you think the future is online?

Online is certainly going to be the big thing in travel. However, it will not cannibalise brick-and-mortar business. E-business will help in expanding the market - fast and effectively.

How has the low-cost phenomenon transformed air travel in India?

It has certainly impacted our travel industry and changed dynamics. Two positive things that they have led to is expansion of market and more usage of efficient online mechanism.

What according to you is the future of travel distribution in India?

It would work as an optimal combination between online and offline channels. Customers are becoming more and more demanding and what will make a difference to the success of the player are service standards.