Travel Mail Online interview with Harish Khatri, Founder & MD, India Assist
India’s vibrant and diverse landscape, while captivating, presents unique challenges for travellers. India Assist, under the visionary leadership of Harish Khatri, aims to revolutionize the travel experience by offering real-time assistance. This service bridges the gap between travellers and the support they need, ensuring safety, convenience, and seamless travel across the country.
Q1: What inspired the creation of India Assist, and how has your background influenced its development?
The driving force behind India Assist was identifying a clear gap in the travel industry—the need for real-time, reliable assistance. As a frequent traveller, I often faced challenges such as delayed flights, sudden changes in plans, or emergencies in unfamiliar locations. The idea of hand-holding and helping a distressed traveller stemmed from travel experiences where I felt stranded or needed real-time help. These experiences highlighted the importance of a dependable service that could provide round-the-clock assistance for travellers. This vision of offering immediate solutions to logistical or emergency issues became the foundation of India Assist.
My professional journey started in the fashion industry and went on to the sports industry, which honed my skills in management and logistics. My experience in the travel and hospitality sectors also gave me a comprehensive understanding of the challenges faced by travellers, which in turn ideated into the creation of India Assist, a platform where help is just a phone call away, 24/7. My background in customer experience management helped shape the app to be flexible and responsive. This user-centric platform prioritizes convenience, safety, and real-time support, addressing travellers’ ever-changing needs.
Q2: How does India Assist address the unique challenges faced by travellers in India, especially in terms of language barriers and healthcare access?
India Assist acts as a safety net for travellers, addressing a wide range of challenges. From medical emergencies and lost belongings to language translation and navigating unfamiliar cities, our team is ready to step in. Our services include police support for theft or loss, emergency transit, and on-ground assistance whenever needed, in any situation. The idea is to eliminate stress by providing real-time solutions tailored to each situation.
Travelers can reach us through our helpline or mobile application. Depending on the need, our trained professionals either offer remote assistance or meet travellers on-site. For example, if someone loses their belongings, we guide them to connect with local authorities or even accompany them to the police station. Our hands-on approach ensures that travellers feel supported in every situation.
Q3: Can you elaborate on how the real-time assistance model of India Assist integrates with the broader goals of the ‘Digital India’ initiative?
Complementing the flagship program of the Government of India – Digital India – India Assist aligns seamlessly with the goals of the initiative by leveraging technology to empower travellers. Our app is designed to provide a simple, user-friendly experience where travellers can access real-time assistance with just one click. Whether they need virtual guidance or on-ground support, our teams are available 24/7 to deliver real-time solutions.
Leveraging emerging technologies to drive innovation and growth, India Assist uses AI and data analytics to predict travel patterns and potential challenges, allowing us to position our support teams strategically. This ensures faster response times and a more personalized experience for users. By integrating these technological advancements, India Assist supports the Digital India vision of transforming the country into a digitally empowered society.
Q4: What role does technology play in ensuring the reliability and efficiency of the services provided by India Assist?
Technology is at the core of our operations, enabling us to provide efficient and reliable services. Key advancements that ensure reliability and efficiency in India Assist’s service delivery include:
- AI and Automation: We use AI-driven chatbots to handle common inquiries, ensuring quick responses while freeing up human agents for critical emergencies.
- Real-Time Data and Analytics: Predictive tools help us proactively address potential disruptions, such as weather conditions, enhancing the travel experience.
- Geo-Location and Localized Support: GPS and location-based services allow us to connect users with nearby resources like medical facilities or emergency lodging instantly.
- Mobile Technology: Our app provides seamless access to services on the go, integrating features like push notifications and real-time updates.
- These technological advancements improve operational efficiency and transform how we deliver value to travellers, ensuring personalized and timely support.
Q5: With the increasing popularity of lesser-known travel destinations, how does India Assist ensure comprehensive coverage and support in remote areas?
India Assist’s commitment to comprehensive coverage extends even to remote locations. We collaborate with local authorities, service providers, and community resources to establish a reliable support network, even in remote areas. Additionally, our use of geo-location technology allows us to quickly identify and deploy assistance where it’s needed the most, ensuring travellers receive timely support in less accessible areas.
Q6: What kind of assistance services are provided by India Assist?
We’ve had numerous instances where our services made a significant difference in travellers’ lives. From assisting a solo traveller in a medical emergency to helping a family navigate the loss of important documents in a foreign city, each story underscores our commitment to providing dependable, on-ground support. These success stories inspire us to continuously enhance our services and reaffirm the importance of our mission.
Q7: As the global market for real-time assistance services grows, how does India Assist plan to stay competitive and expand its market presence?
To stay competitive, India Assist focuses on technological innovation and strategic partnerships. AI and data analytics help us predict and address travellers’ needs more efficiently. We are expanding partnerships with airlines, hotels, and travel platforms to integrate our services seamlessly into existing travel ecosystems.
Expanding our market presence, we plan to target high-tourism regions like Southeast Asia, Europe, and the Middle East, adapting our services to the unique challenges of each market. By maintaining our core principle of providing real-time, personalized assistance, we aim to establish a global network that ensures travellers feel secure wherever they go.
Q8: What challenges did you face during the development and rollout of India Assist, and how were they overcome?
One of our primary challenges during India Assist’s journey was building people’s trust in a new concept. Convincing travellers to rely on a 24/7 assistance app required consistent demonstration of our reliability. We offered free trials and delivered prompt, effective support to build credibility. Ensuring 24/7 availability was another challenge. We invested in scalable technology and established a global support team to maintain round-the-clock operations. Simplifying the app interface and providing user education helped overcome initial adoption barriers. These challenges taught us the importance of adaptability, user feedback, and investing in the right technology and people.
Q9: How do you envision the future of travel assistance in India, and what innovations can we expect from India Assist in the coming years?
India Assist aims to become the leading global provider of real-time travel assistance, across the globe. In the coming years, we aim to:
- Expand Global Reach: Establish partnerships and support networks in major travel destinations worldwide.
- Leverage Advanced AI: Use predictive analytics for personalized travel solutions, helping travellers anticipate and avoid potential issues.
- Promote Sustainable Travel: Partner with eco-friendly organizations to support responsible tourism.
- Enhance User Experience: Introduce advanced features like voice-activated assistance and virtual reality previews.
- Focus on Wellness: Offer mental health resources and stress management tools to ensure a holistic travel experience.
- These innovations will set new benchmarks for safety, convenience, and personalized support, redefining travel assistance for the future.
Q10: How does India Assist collaborate with local authorities and other stakeholders to enhance the overall safety and well-being of travellers?
We work closely with local authorities, embassies, and service providers to ensure quick and effective support during emergencies. Whether guiding a traveller through bureaucratic processes or facilitating emergency transit, our collaboration with stakeholders ensures seamless assistance.
Recently, we’ve partnered with the Uttar Pradesh government to operate Tourist Information Centers (TICs) in Prayagraj during Mahakumbh 2025. These TICs will provide millions of pilgrims with real-time guidance, safety tips, and emergency assistance, enhancing their journey and ensuring a safe, memorable experience. By building strong local partnerships, we enhance the safety and well-being of travellers, aligning with India’s broader goals of promoting tourism and improving travel experiences.
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