Travel and Tourism in India - Focus on Innovation and Customer Experience

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

Case Details:


Case Code : BREP013 For delivery in electronic format: Rs. 500;
For delivery through courier (within India): Rs. 500 + Rs. 25 for Shipping & Handling Charges


Case Length : 14 Pages
Period : 1995 - 2004
Pub Date : 2004
Teaching Note : Not Available
Organization : -
Industry : Travel and Tourism
Countries : India


The report discusses how India is emerging as a popular tourist destination in the world in the early 21st century, driven by the focus on innovation and creating value for tourists.

It examines the initiatives taken by the Tourism Ministry of India, the tourism ministries of various states and the private players to transform India into a lucrative tourist destination in the world.

The report discusses in detail how Kerala, a small state in south India built a global reputation as one of the most popular tourist destinations, highlighting its unique selling proposition (USP) - Ayurveda, Backwaters and Culture.

It also explores the initiatives taken by Tirumala Tirupati Devasthanam, the administrative committee of the Lord Venkateshwara Temple in Tirupati (Andhra Pradesh State) to make Tirupati a popular temple tourism destination in India.

The report examines the role of air travel industry in boosting tourism growth in India, as part of which it discusses the innovative pricing strategies and services offered by Jet Airways, major domestic airlines in India, to fulfill the specific needs and preferences of travelers. It also examines the emerging trend of medical tourism in India, with special reference to the medical tourism practices of Apollo Hospitals, a leading corporate hospital chain in the country.


Gain insights into the travel and tourism industry in India and explore the reasons for its slow growth over the decades.

Understand the role of innovations and tourist focused initiatives, in the success of travel and tourism industry.

Examine the role played by the central and state tourism ministries and private sector players in developing the tourism industry.

Understand the role of air travel industry in the growth of tourism industry in India.

Study the concepts of destination branding, temple tourism and medical tourism.


  Page No.
India on a Growth Path 1
Background Note 2
Kerala Tourism 4
Tirupati – Temple Tourism 5
The Air Travel Industry 7
Medical Tourism 9
Future of the Indian Tourism Industry 11
Exhibits 12


Indian Travel and Tourism Industry, Kerala Tourism, Tirupati - Temple Tourism, Air Travel Industry, Jet Airways, Medical Tourism, Apollo Group Hospitals, Innovations in the Tourism Sector

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