This travel agency is redefining personalised service

In an industry swept by relentless change, one travel agency has stood firm, resilient, and unapologetically customer-centric. Since its founding in 1988, Nomad Travels has never wavered in its commitment to personalised, dependable service. For its founder and CEO Ajay Prakash, the journey from Air India’s commercial department to launching Nomad Travels has been filled with hard-won lessons, steadfast principles, and a vision that goes beyond mere bookings and itineraries.

“Getting paid on time is one of the biggest challenges SMEs face,” Ajay explains, touching on the universal struggles of smaller businesses in the travel sector. “Although recent government regulations have improved the payment landscape, they’ve also made some corporates hesitant to deal with SMEs like ours.” For a travel agency that has been profitable from day one, this challenge stands in stark contrast to its many successes: a loyal client base, a dedicated core team that has remained with the company for over 30 years, and a steadfast approach that even the pandemic could not shake. In a time when layoffs were rife, Nomad Travels weathered Covid-19 without letting go of a single staff member.

Ajay’s commitment to personalised service sets Nomad Travels apart in a sector increasingly defined by online platforms. “Our clients know they can call us anytime, anywhere,” he says, his passion evident. From the moment a client leaves to the time they return home, Nomad Travels provides a level of care that few others can match. The commitment to customer well-being goes beyond logistics—it is about making clients feel safe, assured, and valued. “In case of an emergency, they know their problem will be handled promptly and efficiently,” he adds.

But it is not just customer support that has evolved; the customer base itself has shifted. Today’s clients are more informed, younger, and far more discerning. This new generation of travellers, though still cost-conscious, brings a degree of savviness to their travel planning. Ajay notes that while sustainability remains a niche concern within the Indian market, some overseas clients are starting to ask questions about environmental impact. Nomad Travels has responded by incorporating the “IIPT Credo of the Peaceful Traveller©” in client communications and discontinuing certain practices associated with animal cruelty or child labour—a step toward creating more responsible travel experiences.

The pandemic, which paralysed the travel industry worldwide, proved to be a double-edged sword for Nomad Travels. “We did zero business for almost ten months,” he recalls. Yet, this setback was a reminder to travellers of the value a seasoned travel agency offers over DIY platforms. “People re-realised the importance of dealing with a travel agent or tour operator,” he says, acknowledging that the personal touch, expertise, and support Nomad Travels offers cannot be easily replicated online.

Despite the rapidly evolving digital landscape, the company has just started to explore AI to enhance its business operations. Social media, although a powerful tool for many businesses, has not been a primary driver for Nomad Travels. Instead, the agency’s most valuable marketing tool is its own clientele, whose loyalty and referrals keep the business thriving. “Most of our business comes through referrals and word-of-mouth,” he says, underscoring the enduring value of customer trust in an age where paid promotions dominate.

With a firm understanding of industry trends and a keen eye on niche markets, Nomad Travels is poised for growth. Ajay shares, “Specialised niche products and the search for unique personalised experiences are driving the market; if you can tap in there, the opportunity for growth is huge.”

For smaller players in the global travel sector, however, growth is a challenge. “The travel sector is moving towards increasing consolidation, and smaller companies need to devise their strategy to survive,” he notes. His advice to SMEs is equally pragmatic and aspirational, “Pick your niche; you can’t be everything for everyone. Play to your strengths, build a loyal customer base, adopt and implement rapidly-evolving technology, and keep yourself informed.” His words carry the weight of experience, urging SMEs to stay adaptable, specialised, and ever curious.

For Nomad Travels, the future is one of resilience, grounded in a commitment to exceptional service and informed by decades of industry expertise. In an ever-shifting travel landscape, SMEs must navigate their paths with insight, conviction, and an unwavering dedication to their customers.

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