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New appointments

Thomas Cook India & SOTC focus on the Phygital-Hybrid customer seeking convenient digital access but with a personal touch

Author: Vicky Karantzavelou / Date: Tue, 10/04/2022 - 07:52
Thomas Cook (India) Limited has elevated Mr. Abhishek Nagpal to Business Head, Visa & Passport Services.

Launch live video platform to enable real time connect with Holiday Consultants.

MUMBAI - In a strategic endeavour that capitalises on pent-up demand to accelerate bookings, Thomas Cook (India) Limited - India’s leading omnichannel travel services company and its Group Company, SOTC Travel, have introduced a unique feature to their marketing campaigns. The innovative Live Video Connect platform on the Companies’ campaigns seamlessly connects customers directly with holiday experts via a video call and chat, without having to download any added apps or software.

The Live Video Connect is yet another initiative that reiterates Thomas Cook India and SOTC’s accelerated digital transformation. The customer empowering feature enables one-on-one contact/discussion with the Companies’ holiday experts in real time, without having to download additional software/apps or visit a physical store. An added advantage is that the customer can choose a time slot as per his/her convenience. The screen share functionality allows the holiday expert to explain details of products and options, to facilitate choice of an apt holiday or co-curate an itinerary as per the customer’s preference/interest.

The QR enabled Live Video Connect forms an intrinsic element of the Companies’ CX strategy. The innovative technology creates expanded reach to newer highly viable source markets across India’s metros, mini-metros, and tier 2 and 3 markets, without the necessity of physical infrastructure.

Two Easy Steps:

  • Step 1: Scan the QR code
  • Step 2: Input details (name/phone number/email) and connect directly; or choose a preferred time slot for a call

Thomas Cook & SOTC’s unique hybrid Clicks & Bricks model, harnesses the speed and efficiencies of technology with human expertise and reassurance. The Companies have successfully demonstrated innovation, agility and digital astuteness in consistently leveraging technology to drive scale of change in delivering benefits for customers and the business.

Mr. Abraham Alapatt, President & Group Head - Marketing, Service Quality, Value Added Services & Innovation, Thomas Cook (India) and SOTC Travel said, “At Thomas Cook & SOTC, we are focused on Customer Centric innovation to keep pace with the ever-evolving Indian customer. The launch of our Live Video Connect platform is yet another initiative in line with this commitment. The Live Video Connect aims at fulfilling the need of a rapidly growing tribe of "Hybrid" customers who seek the convenience of real time digital access combined with the personalisation of a real life expert holiday consultant - all this without any additional app or software downloads or log ins. making this the most convenient way to plan your next holiday!”

Thomas Cook India’s Abhishek Nagpal elevated to Business Head - Visa & Passport Services
Also, Thomas Cook (India) Limited has elevated Mr. Abhishek Nagpal to Business Head, Visa & Passport Services. He has been associated with the Company since 2018 as General Manager - Visa & Passport Services. A skilled professional with nearly two decades of industry experience, Abhishek will now lead the Company’s visa functions pan-India and managing consular and key stakeholder relations. As a part of his new role, Abhishek’s key responsibilities will include adherence to compliance, smooth operations, efficiencies in end-to-end visa processing. Prior to Thomas Cook India, he has worked with Udaan Visa Facilitation Services, Cozmo Travel World, Udaan India, and Wipro.


Vicky Karantzavelou

Co-Founder & Chief Editor

Vicky is the co-founder of TravelDailyNews Media Network where she is the Editor-in Chief. She is also responsible for the daily operation and the financial policy. She holds a Bachelor's degree in Tourism Business Administration from the Technical University of Athens and a Master in Business Administration (MBA) from the University of Wales. She has many years of both academic and industrial experience within the travel industry. She has written/edited numerous articles in various tourism magazines.