In a bid to support India’s bus transport sector, leading online bus ticketing platform redBus has introduced ‘India BusTrack‘, an innovative quarterly report which offers a comprehensive analysis of the Indian intercity bus industry. The inaugural report launched at a press event in Delhi presented key insights from November and December 2023.
Among the key insights, it was revealed that 67 per cent of online bus ticket bookings in India come from non-metro regions while expressway development across the country can result in up to 200 per cent growth in bus seat bookings.
redBus, on the occasion said that the initiative aims to fill the existing void in the sector by providing a data-driven overview accessible to all stakeholders, including private bus operators, state-owned bus operators, government entities, and the general public.
India BusTrack promises to revolutionise decision-making processes within the bus transport ecosystem. The inaugural report delves into critical parameters, including demand, supply, geographic distribution, travel patterns, gender ratios, and more. The report ensures stakeholders remain informed about industry dynamics and trends by offering quarterly updates. Notably, while the majority of data reflects the broader bus market, specific insights from redBus’ online platforms are also incorporated, the company shared in its statement.
At the launch event, Prakash Sangam, CEO, redBus, expressed enthusiasm about the launch, highlighting the report’s potential to drive transformative change within the sector. He emphasised the significance of transitioning from fragmented data to comprehensive analytics, enabling informed decision-making and fostering collaboration across the industry.
“Our aim is to provide invaluable insights that empower bus operators, transport bodies, and enthusiasts alike. With BusTrack, we aspire to bridge the gap between fragmented data and informed decision-making, transitioning from rudimentary estimations to comprehensive analytics. This quarterly data report signifies our commitment to revolutionising the bus transport industry, offering precise figures and trends previously unavailable. We envision India BusTrack as a catalyst for progress, fostering collaboration and efficiency across the sector,” he said.
Additionally, MakeMyTrip will collaborate closely with the tourism department to spotlight pilgrimage sites and wildlife-centric travel experiences, amplifying their visibility through its platform. redBus, on the other hand, will be designated as the official “Online Bus Ticketing Partner” by the Madhya Pradesh Tourism Board, facilitating seamless travel exploration across the state.
Key Insights from the First Edition of India BusTrack Market Size and Activity: The period saw a gross ticketing value of INR 36.37 billion, with 4468 active private bus operators and 36.06 million passengers travelling.
Network and Reach: India boasts 3,63,918 unique bus routes, connecting 8,530 towns across the nation, rivaling the reach of railways.
Passenger Preferences: AC buses were favoured by 62 per cent of passengers, while 50 per cent opted for sleeper buses, and 33 per cent chose hybrid options.
Travel Patterns: Fridays emerged as the busiest travel day, with Thursdays witnessing higher footfall than Saturdays or Sundays. Tuesdays saw the least travel activity.
Occupancy Rates: Maharashtra & Goa recorded the highest bus occupancy at 82 per cent, while Madhya Pradesh & Chhattisgarh reported the lowest at 67 per cent.
Demographic Trends: Young travellers dominated bookings, with 29 per cent aged 18-25 and 39 per cent aged 26-36. Notably, 33 per cent of passengers were female, and 52 per cent traveled solo.
Booking Patterns: Metro cities accounted for 33 per cent of bus bookings, indicating the growing importance of tier-II and tier-III cities.
Expressway Development Impact: Infrastructure improvements, such as the Samruddhi Expressway, led to a significant reduction in travel time, a surge in seat bookings, and lower costs.
On ETTravelWorld’s query on including On Time Performance of buses, Sangam said the redBus team is working to include the same in the coming reports. He mentioned that more than 90 per cent of bus operators working with redBus use their GPS tracking service, which will help the company compile the on time performance data.
Responding to questions on EV buses and solo women travellers, the redBus CEO said that EV buses currently comprise a very small share of the intercity bus segment, with only 400 bus services plying on redBus. On solo women travellers, redBus team said that there has been a 35 per cent growth in number of solo women travellers using intercity bus service.
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Prime Minister Narendra Modi inaugurated 52 tourism sector projects valued at over INR 1400 crores under the Swadesh Darshan and Pilgrimage Rejuvenation and Spiritual, Heritage Augmentation Drive (PRASHAD) schemes. The projects, aimed at enhancing tourism infrastructure across the nation, were unveiled by the PM via video conferencing from Srinagar.
The event witnessed the unveiling of nine infrastructure projects worth INR 469 Crore and the launch of 43 projects valued at INR 963 Crore, all under the aegis of the Ministry of Tourism‘s Swadesh Darshan and PRASHAD initiatives. These projects, executed in coordination with state governments, union territories, and local authorities, spanned diverse tourism destinations.
Among the highlights were the inauguration of three PRASHAD Scheme projects in Hazratbal (Srinagar), Jogulamba (Telangana), and Amarkantak (Madhya Pradesh), focusing on pilgrim facilitation centers, ghat development, and other amenities. Additionally, 14 projects aimed at developing pilgrimage and heritage sites across several states were launched, with an investment of INR 320.8 Crore.
In a bid to foster inclusive development and community participation, the Prime Minister announced the launch of three new campaigns:
Dekho Apna Desh People’s Choice 2024: A nationwide poll to identify the most preferred tourist attractions across five categories, enabling citizens to engage with the Ministry of Tourism in shaping India’s tourism landscape.
Chalo India Global Diaspora Campaign: Encouraging Indian diaspora members to promote tourism by inviting non-Indian friends to visit India annually, fostering cultural exchange and promoting India as a global tourist destination.
Challenge Based Destination Development (CBDD): A scheme aimed at developing sustainable tourism destinations through competition and strategic alignment with India’s tourism priorities.
Furthermore, the Prime Minister highlighted the importance of supporting local economies by urging tourists to allocate 5-10 per cent of their budget towards purchasing local products. He also reiterated the ‘Wed in India’ campaign “I Do,” inviting couples to choose Jammu and Kashmir as their wedding destination, emphasising the region’s potential as a premier wedding destination.
The “Amar Aalohi” Homestay Scheme, steered by the Tourism Department, Government of Assam, is designed to propel homestay facilities, carve out self-employment avenues, and offer authentic hospitality encounters to travellers. Implemented by the Govt of Assam, Tourism Department through Assam Tourism Development Corporation, the initiative aims to invigorate tourism by harnessing the rich cultural tapestry and warm hospitality of local communities.
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The campaign aims to instill aspiration among Indian travellers and establish a loyal customer base with travel agencies based on the total number of passengers booked within the specified timeline. Scheduled to run for four months, from February to June 2024, the campaign seeks to capitalise on the growing interest in travel to Kenya among Indian tourists.
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Dubai has announced a Five-Year Multiple-Entry Visa to further bolster travel between India and Dubai, underscoring its commitment to fostering sustained economic collaborations and encouraging tourism and business ties. This visionary initiative has been unveiled as Dubai welcomed a record 2.46 million overnight visitors from India in 2023, marking a 34% YoY growth. As India stands as the top source market for Dubai, DET is actively participating in SATTE 2024, India’s leading trade exhibition.
Under this program, tourists can obtain a visa within two to five working days, allowing them to stay in Dubai for up to 90 days, extendable once for a similar period, with a maximum stay of 180 days within a year. This flexible visa option caters to both leisure and business travellers, offering unparalleled convenience and connectivity.
This surge in Indian tourism underscores Dubai’s unwavering appeal as a top travel destination and aligns seamlessly with the visionary goals outlined in Dubai’s Economic Agenda, D33. Crafted under the leadership of Sheikh Mohammed bin Rashid Al Maktoum, the agenda aims to cement Dubai’s status as a global hub for business, leisure, and overall quality of l
Bader Ali Habib, Regional Head of Proximity Markets, Dubai Department of Economy and Tourism, expressed Dubai’s deep appreciation for its enduring relationship with India and emphasised the pivotal role of Indian tourists in Dubai’s tourism success. He underscored the five-year multiple-entry visa initiative as a strategic milestone that enhances the tourist experience and fosters economic collaboration between the two nations.
The roadshow schedule includes three cities in India. The first one is Chennai, where the event will take place on February 26, 2024, at The Westin Chennai Velachery. The second city is Kochi, where the event will take place on February 28, 2024, at Marriott Hotel. The last city on the Roadshow Schedule is Bangalore, where the event will take place on March 1, 2024, at The Leela Palace Bangalore.
Dubai’s tourism prowess continues to soar, with 2023 witnessing a historic milestone of 17.15 million international overnight visitors, reflecting a robust 19.4 per cent year-on-year growth. This remarkable achievement solidifies Dubai’s reputation as a global hospitality and tourism excellence leader.The UAE and India share a longstanding partnership rooted in cultural heritage, diplomatic ties, and robust trade relations. As Dubai prioritises safety, service excellence, and innovation, the Emirates remains steadfast in its commitment to welcoming Indian tourists and fostering enduring partnerships with India.
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State-owned India Tourism Development Corporation Ltd (ITDC), working under the aegis of the Union Tourism Ministry on Monday launched a new tagline and a mascot for the first time since its inception. With an intention to boost the ITDC brand and diversify its offerings across various sectors it operates, the new mascot ‘Adyant’, whose name is derived from Sanskrit words, is an ant signifying ITDC’s sustainability,team work and resistance.
The fresh tagline of ITDC is ‘Sabse Shreshta athithya ki aur’ which in English means, towards excellence in hospitality.
At the launch ceremony at The Ashok Hotel in New Delhi, ITDC Managing Director MR Synrem said that they are actively seeking new business opportunities while enhancing its current verticals to build on the momentum of its record financial performance last fiscal year. “We aim not only to expand but also to elevate our existing services, exploring new avenues for ITDC’s growth as a company,” he said.
The company, known for providing hospitality, travel and tour, events, and engineering-related consultancy services, aims to bolster its presence in Mumbai, Chennai, and Kolkata by transforming them into regional hubs for its operations.
On the occasion, ITDC also unveiled a digital campaign to promote small weddings at its hotel as part of Prime Minster’s ‘Wed in India’ appeal. Launching a video clip, Manisha Saxena, Director General, Ministry of Tourism said, “I hope we are able to bring more and more weddings to India. We have launched our campaign, ‘India says I do’ and as the year progresses, we will launch more unique campaigns and marketing initiatives to promote more destinations. It would also involve integrating the local culture and mainly locals to make the experience more and more authentic and it makes an impact on their livelihood.”
Whereas, Synrem affirmed ITDC’s commitment to optimising existing resources, rejuvenating its operations, and sustaining the growth trajectory witnessed in the last fiscal year, during which ITDC achieved record revenue of INR 458.08 crore and a net profit of INR 60.33 crore.
The cumulative Profit Before Tax (PBT) for the same period reached INR 76.80 crore compared to INR 60.84 crore for the corresponding period last year, indicating a growth of over 26 per cent. Likewise, the Profit After Tax (PAT) for this period stood at INR 55.71 crore as against INR 46.12 crore corresponding period of last year.
Sharing his views on the growth of ITDC and the vision behind the new tagline and mascot, Sambit Patra, Chairman, ITDC lauded the company’s exceptional performance in the financial year 2022-23, expressing confidence in its ability to maintain growth momentum.
“India has become a brand, and so is ITDC. We are rebranding ourselves at a time when we are getting financially stable. FY23 was the most profitable year for us, and post that, we are seeing a 24 per cent year on year growth since then.This rebranding helps us promote ITDC in a better manner,” Patra said.
The proposal to consider a low-interest loan scheme in collaboration with Kerala Financial Corporation to scale up tourism infrastructure, anticipating an investment of INR 5000 crores will expedite growth. The budget has also made allocations for improving standard of tourism facilities, marketing, culture and environment tourism, Responsible Tourism, subsidies and incentives, among others.
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Europe’s largest long-distance bus network Flix, has foayed into India, with FlixBus making its grand entry into the Indian market, marking its presence in the 43rd country worldwide. Offering intercity passenger transportation, FlixBus is set to commence bus travel operations across India with its extensive network spanning Delhi, Himachal, Jammu & Kashmir, Punjab, Rajasthan, and Uttar Pradesh, covering 46 destination cities.
In a bid to make travel accessible to all, FlixBus is launching its services with tickets priced as low as INR 99 as part of the launch offer. Starting from February 1, 2024, passengers can book their journeys, with the first routes scheduled to commence from February 6th. The initial routes will connect Delhi with key destinations such as Ayodhya, Chandigarh, Jaipur, Manali, and others, offering a total of 59 stops and over 200 connections.
Responding to the needs of Indian passengers, FlixBus introduces dedicated services such as gender seating, a 24×7 incident response team, a traffic control ward, and 2-point seat belts for all seats. Additionally, FlixBus ensures top-quality buses, all less than 3 years old and having travelled fewer than 500 km, equipped with ABS and ESC systems for enhanced safety.
FlixBus collaborates with local bus operators, leveraging its tech platform to optimise operations and deliver seamless travel experiences. The company’s commitment to quality, safety, and environmental sustainability is reflected in its exclusive use of premium buses equipped with BS6 engines, complying with stringent emission norms.
During the launch ceremony in Delhi, André Schwämmlein, CEO, Flix, expressed his excitement about FlixBus’ expansion into India, emphasising the company’s mission to provide sustainable, safe, and affordable travel options. “Entering the dynamic Indian market is a huge opportunity for us, filled with anticipation and the recognition of the significant potential to change the mobility landscape in India. Our mission is perfectly fitting what India strives for – sustainable, safe and affordable travel options for all. Acknowledging the growing demand for such services in India, we are committed to upholding consistent quality, safety, and delivering a seamless customer experience in every region we operate,” he said.
As FnP’s new medical tourism platform, MediJourney offers a comprehensive range of healthcare services, including expert consultations, medical visa assistance, Telemedicine, and post-treatment follow-up care. Headquartered in Delhi, MediJourney has expanded its footprint to Bangladesh and Dubai, extending its expertise globally. The company aims to become the treatment partner of choice for embassy officials and expatriates in India.
Surya Khurana, Managing Director, FlixBus, India, echoed this sentiment, highlighting the company’s focus on collaboration with local operators to optimise growth and efficiency while championing shared mobility to reduce congestion and emissions in cities. “We champion shared mobility to reduce congestion and emissions in cities. We’re anticipating a transformation in the Indian intercity travel space, we’re excited to lead the charge, setting a global standard for seamless, reliable, and affordable intercity transport.”
Dr Philipp Ackermann, Ambassador of the Federal Republic of Germany to India & Bhutan, praised FlixBus’ entry into India, citing it as a significant step towards reducing CO2 emissions in the transportation sector. He emphasised the importance of collective efforts to promote sustainable transportation, aligning with both German and Indian government initiatives.
Flix has established itself as a global leader in long-distance travel, expanding its operations across Europe, the United States, Canada, Chile, and Brazil.
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The Saudi Tourism Authority (STA) has announced that country’s national tourism brand, “Saudi Welcome To Arabia,” has unveiled its latest global marketing campaign, featuring football legend Lionel Messi as the Saudi Tourism Ambassador.
The “Go Beyond What You Think” campaign, launched across key markets in Europe, India, and China, aims to dispel common misconceptions about the destination and invites audiences to explore the vibrant cultural transformation happening across Saudi Arabia. Using the hashtags #ShareYourSaudi and #السعودية_بعيونك (in Arabic), visitors and locals are encouraged to share positive experiences on social media platforms like TikTok.
This multi-channel campaign, spanning TV, social media, digital platforms, and online travel agencies, is part of Saudi Tourism’s efforts to promote cultural understanding and bridge cultures through tourism.
Building on the UN Tourism initiative “Tourism Opens Minds,” which encourages travellers to broaden their horizons, Messi, who has pledged his support to this initiative, features prominently in the campaign. Addressing misconceptions head-on, Messi’s hero video challenges outdated stereotypes about Saudi Arabia, showcasing its diverse landscapes, activities, and attractions.
From the pristine waters of the Red Sea to the snow-covered mountains of Tabuk, the campaign highlights Saudi’s rich cultural heritage and modern attractions, including the Diriyah E-Prix, Riyadh Season, and AlUla’s hot air balloon flights. It also celebrates Saudi women who are trailblazers in various fields, symbolising the country’s cultural transformation.
“Bringing the world closer” is the new tagline that inspires the concept of a Pangea shaping a human figure in action. Beyond the symbol, the rebrand also includes a revamp of the entire visual system, which is now based on a grid of geographical coordinates meant to help people navigate the brand’s touchpoints, such as events, website, reports, social media channels and campaigns.
With over 17,000 events planned for the Winter Season, including the Saudi Cup, Saudi Arabian Grand Prix, and AlUla Arts Festival, Saudi Arabia aims to position itself as the world’s most happening winter destination. The campaign coincides with Messi’s return to Saudi Arabia for matches with his current club, Inter Miami, against Al Nassr and Al Hilal.For travellers, visiting Saudi Arabia has never been easier, thanks to various visa initiatives, including the eVisa program, GCC residents visa, and the free 96-hour Stopover Visa, which includes a complimentary one-night hotel stay when booked with SAUDIA, the national carrier.
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In a significant boost to air connectivity for the holy city of Ayodhya, SpiceJet and IndiGo have unveiled strategic plans to facilitate seamless travel options for devotees and travellers. SpiceJet has announced a special flight operation from Delhi to Ayodhya on January 21, 2024, exclusively for passengers attending the historic ‘Pran Pratishta‘ ceremony, while IndiGo has launched a new route to Ayodhya from Ahmedabad starting January 11. The SpiceJet flight is only for passengers attending the historic ‘Pran Pratishta’ ceremony at the Shri Ram Temple on January 22. The airline will operate a return flight on the same day. Departing from Delhi at 1:30 pm and reaching Ayodhya by 3 pm, the return flight on the following day is scheduled at 5 pm, landing in Delhi at 6:30 pm.
Ajay Singh, Chairman and Managing Director of SpiceJet, expressed the airline’s deep honor in connecting devotees to this momentous event and affirmed SpiceJet’s commitment to expanding air connectivity to Ayodhya, connecting the holy city to multiple destinations across the country.
In parallel, IndiGo has commenced operations between Ahmedabad, Gujarat, and Ayodhya, Uttar Pradesh, effective from January 11, 2024. The airline aims to enhance interstate accessibility and reduce travel time between the two cities.
This route follows IndiGo’s recent commencement of operations between Delhi and Ayodhya, with plans to launch the Mumbai-Ayodhya route from January 15, 2024.
Ayodhya gears up for the Ram Mandir inauguration on January 22, less than two weeks away. State tourism minister Jaiveer Singh announced plans for helicopter services to accommodate the anticipated surge in visitors. While he didn’t specify the start date, he assured services before January 22, along with increased rail capacity.
Vinay Malhotra, Head of Global Sales at IndiGo, highlighted the significance of this new route, connecting Ayodhya with key cities like Delhi, Ahmedabad, and Mumbai, contributing to business opportunities, travel, tourism, and economic growth.Both airlines express their commitment to enhancing connectivity to Ayodhya, marking a significant stride in promoting accessibility to this sacred destination. SpiceJet and IndiGo’s strategic initiatives align with the growing demand for air travel to Ayodhya and underline their dedication to facilitating smooth journeys for pilgrims and travellers alike.
The increased connectivity is poised to contribute to the socio-economic development of the region and cater to the religious, cultural, and historical significance of Ayodhya.
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DreamFolks, the airport services aggregator in India, has taken a noteworthy step in the travel sector with the launch of its exclusive membership program- The DreamFolks Club. Without the need of a debit or credit card during travelling, this initiative aims to capture the attention of ambitious Indian travellers and looks at redefining the way people perceive and enjoy travel and luxury.
“We have bundled our world-class services into exclusive memberships targeted at luxury comfort for all budget ranges. As India’s leading airport experience disruptors, we are now extending premium travel and lifestyle services to a wider range of customers. I see the DreamFolks Club as integral to manifesting our founding belief – Making premium travel and lifestyle experiences accessible to everyone,” said Liberatha Kallat, CMD of DreamFolks, articulating the ethos behind The DreamFolks Club.
The Membership Tiers and Benefits
The DreamFolks Club offers an array of membership packages designed to cater to diverse travel and lifestyle needs. With a one-year validity and starting price ranging between INR 8000-10000, the Club introduces four card variants. The entry-level Aspire package opens the doors to premium travel, offering complimentary access to airport lounges within India, ideal for frequent travellers seeking comfort and convenience.
The Premium package elevates the benefits by granting access to global airport lounges, discounted lounge purchases, and exclusive deals on various travel and lifestyle services. Moving up the ladder, the Select package includes airport and railway lounge access as well as offers complimentary services such as beauty & grooming, floral gifting, and healthcare.
For those seeking luxury, the Elite package delivers global airport lounge access, access to golf courses, and a comprehensive suite of premium lifestyle services.
Upon joining, members gain instant access to these services. They can opt for a new or extended membership, both valid for a year.
Adding to this, Balaji Srinivasan, Executive Director and CTO at DreamFolks said that while the membership is valid for the individual/ member, it’s possible to include guests from the first package onward. “Additionally, there are good discounts if you wish to bring friends, family, or children along, offering a great way to share the benefits,” he shared.
Surge in lounge utilisation among travellers
During the launch event in New Delhi, Kallat also revealed that DreamFolks conceived the Club membership initiative after recognising the industry’s prevailing challenges, much like a gap identified 11 years prior. These challenges encompassed the rise of new sectors in banking and fintech.
“Moreover, there’s a significant surge in lounge utilisation among travellers, especially families, wherein each member possesses a card. As awareness is rising as well as there is a spike in leisure travel, so does the utilisation of lounge services in Tier II and Tier III cities. Additionally, not all introduced services are uniformly available across cards, limiting benefits,” she added.
This structure, now available in the form of Club membership, aims to streamline the user experience and address market voids, ensuring simplicity and inclusivity in accessing services for all members, said Kallat.
“11 years ago, we pioneered a card-based program, followed by a hybrid model integrating digital access six years ago. Five years back, we introduced web access for a seamless user experience. Subsequently, the self-check-in kiosk innovation alleviated lounge queuing by providing QR codes well in advance. These innovations, unique to Dream Folks globally, led us to the launch of our exclusive membership program – The Dream Folks Club,” she recalled.
As per recent studies, Indians are set to spend over USD 42 billion annually on outbound travel by 2024. This, combined with India’s increasing inclination towards sports-centred travel has been propelled by a number of factors, says Monish Shah, Founder & Chief Business Officer at DreamSetGo. In this article, he deep dived into the factors contributing to India’s emerging sports tourism market.
Every enterprise is our target
Sharing insights into their marketing strategy, Kallat told ETTravelWorld, “Regarding strategies to boost program participation and the target audience, we’re not limiting ourselves to banks or network providers. Our focus extends to enterprises. Every enterprise is our target as they’re keen on offering these benefits not just to employees but also to clients and channel partners. We’re planning to sell these services directly to enterprises through various channels, with a current emphasis on this sector.”
When asked about plans for collaborations with other industries for added value, Kallat emphasised how their suite of services holds value for a wide spectrum of an organisation’s stakeholders, making every enterprise a potential audience for these services.
Speaking further about the business-centric nature of their offerings, Sandeep Sonawane, Chief Business Officer at DreamFolks shared that through the Dream Folks Corporate Membership program, the company offers a powerful tool for businesses to elevate their relationships with key stakeholders. “These curated travel and lifestyle experience bundles provide an effortless solution for companies to incentivise, reward, and attract employees, customers, and channel partners, thus enhancing customer retention and loyalty. It also elevates your brand’s perception as a premium one, enabling companies to drive brand preference,” he said.
Sonawane further highlighted how these memberships could serve as powerful Rewards and Recognition incentives, enhancing employee engagement and fostering meaningful connections.
Commanding 90 per cent market share
Currently, DreamFolks functioning as a travel services aggregator, having an exclusive in-house technology platform, empowers various entities like Banks, Card Networks, Airlines, OTAs, and Enterprises to curate tailor-made offerings for their respective customers.
Notably, DreamFolks manages lounge facilities and other associated benefits for the majority of India’s top Banks including HDFC, Axis, ICICI and more. With an impressive dominance, it commands a 90 per cent share in the domestic lounge access market pertaining to India-issued debit and credit programs.
“Our journey commenced with lounges, which traditionally relied solely on business class passengers for their operation. Dreamfolks transformed this landscape entirely. Presently, over 80 per cent of the traffic directed to these lounges, and subsequently, the revenue of all airports, is facilitated by Dreamfolks. What was once exclusively dependent on business class travellers has now metamorphosed due to our efforts. Dreamfolks pioneered this change within the Indian industry. However, we didn’t confine ourselves to lounges alone; we diversified our services, venturing into meet-and-assist programs, airport transfers, airport spas, F&B, transit hotels, visa doorstep services, and recently, golf. The list of services continues to expand as Dreamfolks remains committed to continual innovation,” Kallat told ETTravelWorld.
The company made a significant move by going public in Sep ’22, securing listings on both the BSE and NSE. This decision marked a pivotal moment in their trajectory, which shows their global footprint now spanning across 1,500+ touchpoints spread over 100+ countries worldwide.
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VFS Global, the world’s largest visa outsourcing and technology services specialist for governments and diplomatic missions worldwide, has launched its first sign language contact centre for people of determination in India. Through this initiative, VFS Global aims to bridge the communication gap for the Deaf and Hard of Hearing community, empowering them to access visa service information more easily and independently.
Launched on the International Day of Persons with Disabilities, this innovative service not only underscores VFS Global’s steadfast commitment to foster an inclusive environment but also highlights the company’s dedication to ensuring that all customers have equal access to their services, as part of its Diversity Equity and Inclusion programme of the Sustainability Strategy.
The sign language contact centre provides information for visa services to Austria, Bulgaria, Croatia, Cyprus, Denmark, Estonia, Finland (including Finland Residence Permit), Germany, Iceland, Italy, Latvia, Netherlands, Norway, Poland, Sweden, and Switzerland as part of the first phase of this project’s implementation plan.
How to access the sign language contact centre:
Step 1 – Visit www.vfsglobal.com
Step 2 – Click on the ‘Contact Us’ button on the top right corner of the home page
Step 3 – Select the source and destination countries by using the dropdowns and click ‘Go’
Step 4 – Click on the ‘Call Sign Language’ widget
Prabuddha Sen, Chief Operating Officer – South Asia, VFS Global, said, “After the MENA region, we are truly excited to bring this solution to visa applicants in India as well, making information on our services and processes more accessible to all. Technology has been at the core of VFS Global’s journey since inception and this innovation, which will aid in fueling an accessible and equitable world, is a step ahead in delivering inclusive and enhanced customer experience. While this service is being launched for 16 destination countries in the first phase, with more destinations to be added gradually in phases.”
The panel’s discourse painted a comprehensive picture of India’s outbound travel industry, highlighting successful strategies, emerging trends, and challenges. The consensus was that despite the hurdles posed by the pandemic and geopolitical tensions, opportunities abound for businesses to cater to India’s evolving travel market by prioritising unique and priceless experiences.
VFS Global also offers visa service information in the sign language in the Middle East and North Africa (MENA) region for 24 missions – Austria, Belarus, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, India, Italy, Lithuania, Malaysia, Malta, Norway, Portugal, Slovakia, Slovenia, Sweden, Switzerland, The Netherlands, and Ukraine. This service is accessible for applicants in seven countries in the region – Bahrain, Iraq, Kuwait, Lebanon, Qatar, Saudi Arabia and the UAE.
The organisation has consistently enhanced the informational services on its website to ensure ease of access to information for applicants worldwide, regardless of their language or geographical location. The organisation’s Information Services support operations globally through 59 contact centres, offering relevant information in 52 languages and maintaining 1,670 websites in 57 languages. In 2018, VFS Global introduced its chatbot Viva to provide quick and seamless automated responses to applicants in 175 countries.
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