EMT leads tech-driven travel transformation

Travel means more to Nishant Pitti than just visiting new places. “For me, travel is about freedom, exploration and embracing diverse cultures, values and ethos,” says the CEO and Co-Founder of EaseMyTrip (EMT). This passion has profoundly shaped his entrepreneurial journey, instilling a customer-centric approach at EMT. “Travel instills empathy and the importance of creating accessible, transparent and enjoyable experiences. It fuels my innovation, driving me to build a platform that enriches the lives of all travellers,” he adds.

THE JOURNEY
EaseMyTrip’s journey began with Duke Travels, a precursor business, before the company’s official founding in 2008. “Initially, we started by managing our father’s business travel to avoid the excessive fees charged by other agencies,” recalls Pitti, adding, “This venture quickly garnered the attention of relatives and family friends, leading to the creation of our own travel agency expanded, and EaseMyTrip was born,” he says. From a small office in Delhi with a very few employees, the company has grown into one of India’s largest online travel agencies. “We have been profitable since the beginning and are the only OTA in the nation to be listed on the Indian Stock Exchange. We have branched out into other areas of travel services, including corporate travel and travel insurance, earning numerous accolades for our exceptional service,” Pitti proudly notes.

“At EMT, we pride ourselves on being a testament to what an Indian startup can achieve in a competitive landscape,” Pitti explains their customer-centric approach. “It is evident from our policies like ‘no convenience fees’ and ‘no hidden costs’. Our financial and operational prowess is marked by lean and cost-effective management, supported by our in-house advanced tech team that keeps us ahead in the industry with innovative features and tools,” he adds. EMT’s dedicated in-house call centre plays a crucial role in providing personalised assistance, ensuring a smooth and enjoyable experience for every traveller.

INDIAN TRAVEL INDUSTRY’S GROWTH
The growth of the Indian travel industry has been substantial, driven by factors such as increased domestic and international tourist spending creating numerous job opportunities. “The sector significantly contributes to the economy, with its value expected to reach Rs 16.5 trillion by the end of this year,” Pitti explains. Growing outbound travel and rising demand for short getaways are also key drivers. Short-haul destinations in the Middle East, parts of Europe and Southeast Asia are particularly popular. Additionally, travel operators are increasing promotional spending to capitalise on the surge in demand. Despite challenges like airfare fluctuations, the industry anticipates 12-14 per cent growth, supported by cost optimisation and automation initiatives.

DISRUPTORS IN TRAVEL & TOURISM
The travel industry is undergoing significant disruptions, with changing traveller expectations and technological advancements leading the way. “Big data and artificial intelligence (AI) are major disruptors, enabling travel agencies to utilise vast amounts of customer data for accurate predictions and personalised services,” notes Pitti. The surge in mobile usage has transformed how travellers research and book their trips, necessitating a seamless and efficient mobile experience. Regulations by governments and regulatory bodies greatly influence the industry’s dynamics, especially in balancing the power between large airline carriers, major OTAs and smaller startups. 

Emerging technologies including travel communities, beacons, wearables, blockchain and biometric data are enhancing customer experiences in planning both leisure and business trips. These technologies are driving innovation and changing how travellers interact with the industry, making it imperative for industry players to stay ahead by adopting these new tools and practices.

CAPITALISING ON EMERGING TRENDS 
Personalised travel experiences are becoming increasingly popular, with travellers seeking unique and customised itineraries. EMT plans to leverage big data and AI to offer tailored travel options that enhance user satisfaction. “Sustainable and responsible travel is another growing trend and we are committed to promoting eco-friendly options by partnering with green hotels and tour operators. We plan to integrate technology driven solutions such as virtual reality, augmented reality (AR), and block chain which are revolutionising the travel experience. Flexible booking options and enhanced customer support remain crucial and we continue to provide easy cancellations, rescheduling policies and 24/7 assistance through AI-driven chatbots and our dedicated customer service team,” Pitti shares his strategy to stay at the forefront of the travel industry.

ENTREPRENEURS’ PERSPECTIVE
For aspiring entrepreneurs, Pitti advises a focus on hard work and a customer-first approach. “Establishing your venture from scratch requires determination, consistent efforts and a ‘never giving up’ approach,” he says. He emphasises on the importance of a robust tech infrastructure and staying adaptable to changes and feedback.

Reflecting on his journey, Pitti expresses pride in the achievements of EMT. “We built an online travel agency that is now one of the leading industry players,” he says. Despite challenges, the company’s united approach and future-forward thinking have been key to its success. “I don’t think we would have done anything differently,” he concludes, highlighting the resilience and adaptability that have defined EaseMyTrip’s journey.

A PROMISING FUTURE
Looking ahead, Pitti sees a promising future for the Indian travel industry. “Revenue from the travel and tourism sector is projected to reach nearly $24 billion in 2024, with an annual growth rate of 9.6 per cent, potentially hitting $34.25 billion by 2028,” he says, emphasising on the fact that infrastructure development and the potential of Tier II and Tier III cities. Package holidays are expected to be the largest revenue generator, projected to attract 65 million travellers by 2028. Government campaigns like Incredible India and Dekho Apna Desh are also expected to boost domestic travel.

Infrastructure development is a major focus, with ongoing improvements to road, rail and air transportation. The creation of new highways, superfast trains and regional airports will make travel more convenient and accessible, particularly to inland destinations. Additionally, companies are increasingly targeting Tier II and Tier III cities, recognising their untapped tourism potential. With an anticipated CAGR of about 18 per cent annually until 2026, the market size is expected to reach US$ 29 billion.