( Blending technology with human touch, the company eyes deeper engagement through omnichannel travel planning)
BY DEBAJYOTI CHAKRABORTY
MUMBAI | 9 JULY 2025
Business Strategy and Consumer Behavior:
- How is Thomas Cook India leveraging data and customer insights to shape product offerings this season?
At Thomas Cook India, our product strategy is driven by consistent analysis of customer preferences and evolving travel patterns. We track a range of indicators, from destination demand to travel duration and group configurations, to understand what today’s traveller is looking for.
These insights, drawn from both our digital platforms and frontline teams, allow us to design highly relevant, memorable journeys. Whether it’s a short experiential getaway, a spiritual retreat, or an immersive long-haul international holiday, our offerings are tailored to today’s evolving traveller preferences.
- With sustainability becoming a key consideration, how is Thomas Cook India promoting eco-conscious travel among Indian tourists?
We are increasingly integrating sustainability into our travel offerings. This includes encouraging stays at certified eco-friendly properties, promoting lesser-known destinations to reduce pressure on mainstream hotspots, and curating experiences that support local communities. Our goal is to create awareness and enable responsible travel choices while maintaining convenience and overall value for our customers. In fact, demand for nature and outdoor getaways has surged, especially during monsoon holidays, aligning with this sustainability-first mindset.
- How do you see the role of physical retail vs. digital platforms evolving in leisure travel bookings?
We strongly believe it’s not physical versus digital — it’s physical plus digital. What we’re seeing is a clear shift toward a phygital model. Our digital platforms offer convenience and discovery, especially for repeat or younger customers. However, for high-value holidays, complex itineraries, or first-time travellers, the reassurance of walking into a store, speaking with an expert, and customizing a plan remains invaluable. Both channels coexist, complement, and enrich each other. This was reiterated in our India Holiday Report where 58% of the respondents preferred a mix of online convenience with offline guidance (phygital). Travellers are increasingly using a blend of digital platforms for research, contact centers and retail outlets for bookings, making phygital journeys a key driver of conversions.
Product Innovation and Personalization:
- What new or unique experiences have been launched by Thomas Cook this season to cater to changing traveller expectations?
At Thomas Cook India, we design holidays that reflect the evolving tastes and preferences of today’s new-age traveller — one who values depth, flexibility, and meaningful experiences.
Our portfolio offers the best of both: expertly curated group tours with all-inclusive convenience and camaraderie, and customised holidays crafted to individual needs for those seeking flexibility and personalisation.
This season, we’ve enhanced our product range with unique thematic experiences that go well beyond conventional sightseeing. Think vineyard trails in France and Italy, adventure activities and scenic self-drives in Australia-New Zealand, music-based getaways in Austria, wellness retreats to Bali, spiritual circuits across India, and gastronomic journeys that connect travelers with local cuisine and culture. The aim is to offer options that are relevant to diverse interests and deliver meaningful engagement with the destination – whether you’re a solo traveler, a couple, a family, or travelling with group of friends.
- Are you observing a rise in interest for niche segments like spiritual travel, women-only tours, or solo experiences?
We are witnessing a growing rise in interest across several niche travel segments, reflecting the evolving aspirations of Indian travellers.
Spiritual tourism continues to witness strong traction whether it’s visits to iconic temples, spiritual retreats, or wellness-led journeys that combine mindfulness and rejuvenation.
Interestingly, this surge is not just limited to traditional pilgrim segments but has expanded across demographics, including Young India’s millennials and Gen Z, who are seeking a blend of spirituality and adventure, like white-water rafting and bungee jumping. Solo travel is also on the rise not just among millennials, but increasingly among older travellers and empty nesters. There is a growing cohort of solo female travellers who are seeking safe, well-curated experiences that allow for discovery and self-reflection. Our offerings for this segment focus on comfort, logistical ease, and a strong sense of community through small group departures.
The demand for experience-led holidays has also surged—with nearly 75% of respondents from our India Holiday Report indicating strong preference for immersive travel. This includes:
* Phenomenon-based travel such as Northern Lights in Norway, Cherry Blossoms in Japan-Korea, or the Midnight Sun in Iceland.
* Outdoor adventures like safaris and self-drives, especially in South Africa, Kenya, Australia, New Zealand and the USA.
* Event tourism such as international music concerts, sporting events, and global festivals, with destinations like Australia, Abu Dhabi, and Thailand gaining popularity.
* Gastronomy-based travel, with travellers keen to explore global cuisine in countries
like France, Spain, Japan, South Korea, and Malaysia.
In parallel, we’re seeing an uptick in premium and luxury holidays—over 36% of our respondents are opting for upscale experiences: think supercar/bike drives, private-island dining in Australia, premium stays in Dubai-Abu Dhabi, luxury cruises in Scandinavia and the Mediterranean or boutique stays in French châteaux or Swiss chalets.
At Thomas Cook India, we’ve adapted our portfolio to cater to these evolving demands – offering thoughtfully curated journeys that combine comfort with transformative experiences.
- How is Thomas Cook India personalizing the travel journey – from planning to execution – for today’s discerning travellers?
At Thomas Cook India, personalization begins at the discovery stage. We have embraced AI tools and capabilities with ‘Tacy’ our Gen AI chatbot on thomascook.in that helps customers with all aspects of holiday planning. We also use AI-powered personalisation engines across our websites (thomascook.in) to enable both seller-assisted and direct holiday customisation.
When it comes to our customised holidays, the scope for personalisation is limitless — from flexible itineraries and curated experiences to hotel selection, dining preferences, and even celebrating special occasions like birthdays and anniversaries during the trip.
Even within our group tours, we ensure thoughtful personalisation through features like local language-speaking tour managers, region-specific cuisine options (including Indian vegetarian meals), and curated add-ons that cater to comfort and familiarity — especially for first-time or senior travellers. This blend of intelligent technology and human-centric service ensures that every journey is tailored, memorable, and meaningful — right from planning to execution.
Booking Patterns and Travel Trends:
- Are travellers showing a preference for domestic or international destinations this summer, and what are the top-performing regions?
Our pipeline is currently displaying growing consumer interest in mid-haul and short-haul destinations like Japan, South Korea, Thailand, Singapore, Malaysia, Vietnam, Indonesia, Dubai, Abu Dhabi. Ease of visas continues to drive demand and this reflects in our data.
Additionally, visa-free options like Sri Lanka, Malaysia and Thailand are seeing continued demand.
We are also receiving a strong uptick in interest for South Africa and Kenya, especially for the Great Migration season. These destinations offer unique wildlife and luxury experiences, making them highly appealing to families and travellers looking for experiential alternatives.
Newly emerging options like the Philippines are also gaining traction owing to relaxed visa
norms and pristine island offerings.
An interesting trend we’re witnessing is the rising interest in cruise holidays, for both Domestic and International. Cruises have emerged as a highly viable travel option for Indian consumers by eliminating the complexities of multiple visas, offering seamless travel between destinations and combine accommodation, dining, entertainment and sightseeing into one hassle-free experience.
On the domestic front Ladakh, Kashmir, Himachal Pradesh, Rajasthan, Kerala, Goa, Andamans remain favourites. Offbeat destinations like Jibhi and Tirthan Valley (Himachal) are trending for their tranquil retreats, while Gokarna (Karnataka) is popular for secluded beach getaways and Mawlynnong (Meghalaya) for cultural immersion. Adventure seekers are choosing Spiti for high-altitude biking, and wellness-focused travelers are heading to Mon (Nagaland) to disconnect and rejuvenate. Interestingly, our data reflects a decrease in airfares this year for key Notably, bookings from Tier 2 and Tier 3 cities are on the rise, indicating a broader and more diverse travel demand across pan-India.
Given the uncertain global environment, we have launched TravSure program which offers protection against travel emergencies such as flight suspensions/trip curtailments due to war/war-like situations, political unrest, airspace closures, etc.”
- How are Indian travellers responding to the monsoon season — are you seeing increased demand for wellness retreats, hill stations, or short breaks?
Indian travelers are showcasing growing appetite for monsoon holidays, driven by cooler weather, vibrant landscapes and exceptional value. Monsoon, traditionally viewed as an off- season, is now gaining popularity as travellers take advantage of lower prices, fewer crowds and attractive deals.
As per our India Holiday Report, 85% of respondents plan to double/triple their holidays annually, with 47% looking to optimise long weekends and public holidays for short breaks and mini-cations — making monsoon an ideal travel season.
We’re seeing increased demand for nature and outdoor travel, nature based stays adventure and outdoor activities, wellness retreats in Kerala, Rishikesh and Gokarna, scenic hill stations like Coorg, Ooty and Mussoorie, and short driveable getaways — all supported by our BOGO offers and specially curated monsoon experiences.
- Are there any noticeable shifts in advance booking versus last-minute travel decisions, especially among Gen Z and millennial customers?
While there isn’t a rigid distinction, we’ve observed that families and experienced travelers typically plan their trips well in advance — prioritising convenience, value, and customisation. In contrast, Gen Z, millennials, and working professionals are increasingly driving last-minute bookings, largely influenced by the availability of leaves and flexible work schedules.
Despite the spontaneity, this segment is highly discerning. Their expectations are firmly rooted in curated, Instagram-worthy itineraries that offer personalised, immersive, and aesthetically rich experiences. They’re also making smart use of extended weekends and public holidays, coupled with the ease of visa-free or simplified visa access, to opt for mini- cations and multiple short breaks throughout the year
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