In an ever-evolving travel landscape, Sandeep Arora, Director of Brightsun Travel, shares his perspective on the transformative role of technology, emerging trends, and the post-pandemic recovery of the industry. From the growing influence of AI and the rise of sustainable tourism to the lasting impacts of the pandemic and the recovery challenges ahead, Arora provides a comprehensive overview of how Brightsun Travel is navigating these changes. Discover how the company is leveraging its expertise to cater to high-net-worth individuals and corporate clients while adapting to the dynamic global travel market.
How do you see the role of technology, particularly AI, evolving in the travel industry over the next few years?
AI has already enhanced the travel experience to a great degree by making it more personalised, seamless and efficient. In India, almost all major travel agencies are using AI to improve customer experience. However, in the next few years, AI would completely transform the industry where personalisation will be at an all-time high, offering tailored recommendations based on travellers’ past behaviours and preferences. This means more customised itineraries and suggestions that fit individual tastes. AI-driven chatbots and virtual assistants will become even more sophisticated, offering real-time support, handling bookings and sharing travel tips, all while learning from interactions to improve over time. Safety and security will also benefit from AI, with advanced data analysis helping to identify risks and monitor health advisories.
What trends in the global travel industry do you believe will have the most significant impact on Indian tourism?
Travellers are increasingly seeking unique and immersive experiences, so India can attract visitors by offering authentic cultural tours and adventure activities. There is also a growing demand for sustainable travel options so we can benefit by promoting eco-friendly practices and responsible tourism, such as wildlife conservation. Plus, wellness tourism is on the rise, and India is quite renowned for its yoga and Ayurveda practices which can draw health-focused travellers seeking holistic experiences.
In your view, how has the pandemic reshaped the travel and tourism industry, and what lasting changes do you foresee?
There’s an increased focus on health and safety post-pandemic leading to rigorous sanitation and contactless services becoming standard. The rise of remote work has popularised “workcations,” combining work and leisure travel. Travellers are also more focused on sustainability, looking for eco-friendly and responsible travel options. As international travel was restricted for almost two years, people started exploring local and domestic destinations more, a trend that still continues. Additionally, travellers are now choosing private, less crowded destinations, favouring personalised and unique experiences. Flexibility in booking and cancellation policies became important due to the uncertainty of travel, and this flexibility is expected to stay.
What challenges and opportunities do you anticipate for the travel industry as international travel continues to recover?
Despite post-pandemic growth, the travel industry still faces complex challenges globally, with recovery varied by region. The Middle East has seen the strongest rebound, with international tourist arrivals 20% higher than in 2019. India on the other hand, shows recovery from 2023 but remains below pre-pandemic levels. Overall, the global tourism sector is expected to recover and even surpass pre-pandemic levels, largely due to rising demand, more available flights, and greater international openness.
However, the recovery has been uneven. While 71 out of 119 economies have improved their tourism scores since 2019, the average score is only slightly above pre-pandemic levels. The industry is moving past the initial shock of the pandemic but still faces challenges such as macroeconomic, geopolitical, and environmental risks. There is also increased scrutiny on sustainability practices and the impact of new technologies like big data and artificial intelligence. Additionally, labour shortages, limited air route capacity, and insufficient investment have not kept pace with rising demand, leading to higher prices due to global inflation and service issues.
How does Brightsun Travel differentiate itself in a competitive market, particularly when serving high-net-worth individuals and corporate clients?
We have a specialised brand, Premier by Brightsun, that caters to high-net-worth individuals and corporate clients. Premier by Brightsun focuses on personalised service, tailoring each experience to clients’ unique needs and preferences. This includes creating bespoke itineraries, providing exclusive access to luxury accommodations, and arranging customised travel plans. We assign dedicated account managers to offer personalised attention to our clients, share insights and help them make informed decisions. Additionally, our established partnerships with premium hotels, airlines, and other travel providers offer exclusive benefits and access to luxury amenities, top-tier options and VIP treatment.
Author: Jaun Shahi
Journalist, Sub-Editor, Travellers’ World Jaun is a soft-spoken and gentle soul who thrives as a Journalist with his exceptional observation skills and an eye for intricate details. He is a true multitasker who efficiently handles various tasks and always brings a professional approach to everything he does. His genuine team spirit makes him an integral part of the TW family, as he consistently collaborates and supports his colleagues.
