Challenges arise from both expected and unforeseen circumstances, but only few demonstrate the ability to persevere and thrive like Veena World. At the helm of this success is Neil Patil, Co-Founder, Chief Operating Officer and Chief Technology Officer, Veena World, who has played an instrumental role in shaping the company’s trajectory since its inception in 2013. Patil’s deep insights into technology, operations, and leadership have not only fuelled the company’s growth but have also contributed significantly to the Indian travel trade ecosystem.
– Vartik Sethi
Established in 2013, Veena World has rapidly grown into a major player in the Indian travel trade, backed by its leadership team and over 750 members. With a keen eye for innovation and a deep understanding of both technology and operations, Patil has been pivotal in guiding the company’s transformation into a leading travel brand. His efforts have not only propelled the company’s growth but have also significantly contributed to shaping the travel experience for millions of Indians.
The Early Days
Veena World was founded in 2013, with Neil Patil as one of the co-founders. From its early days, the company established itself as a one-stop-shop for all things travel, carving out a niche in the Indian market. Patil recalled, “We didn’t start just once, we started twice—once in 2013, and again after the COVID-19 pandemic. We had to rebuild from scratch, and that experience has been both humbling and eye-opening.”
Veena World’s model centres around five key verticals: group tours, customised holidays, corporate travel, inbound travel, and foreign exchange. The company prides itself on its unique value proposition, offering a full-service travel experience without engaging in smaller, transactional activities like visa-only or flight-only services. Patil explained that their core strength lies in their group travel experiences and MICE (Meetings, Incentives, Conferences, and Exhibitions) offerings, propped up by a team of over 350 tour managers.
Technology as a Pillar of Growth
As Chief Technology Officer (CTO), Patil took on the responsibility of steering Veena World’s technological innovation. His background in banking and finance may not have initially indicated a propensity for technology leadership, but as Patil reflected, “Someone had to take up the technology challenge. While I had no prior expertise, I’ve always been a fan of design and user experience. We’ve built a strong tech backbone with a customised ERP and CRM that powers everything from sales to post-tour feedback.”
This in-house system, Patil emphasises, is crucial to delivering a seamless customer experience. Technology at Veena World is not merely an operational tool, but a critical enabler that strengthens customer retention and internal efficiency. According to Patil, technology alone won’t bring in customers, but it plays a massive role in retaining them by ensuring a superior user experience.
In recent years, the travel industry has been abuzz with terms like artificial intelligence (AI) and machine learning (ML). Patil, however, took a more grounded view. “Everyone is talking about AI and ML, but only a small percentage are actually implementing it meaningfully. For us, technology is about building ‘stickiness’ with our customers, ensuring that they keep coming back for more.”
Challenges, Setbacks, and the Road to Recovery
Like many in the travel sector, Veena World faced significant challenges during the COVID-19 pandemic. The global crisis brought the industry to a standstill, forcing companies to adapt or perish. Reflecting on this tumultuous period, Patil remarked, “COVIDwas disastrous for everyone, but it also taught us a lot. If we could survive when zero people were travelling, we can survive anything.” He further emphasised the importance of developing resilience, especially in an industry as volatile as travel. “Building a thick skin is essential for surviving in a B2C environment. Whether it’s a bad review on social media or an unexpected geopolitical event, you must be prepared to face the storms head-on. We’ve seen it all, from airline bankruptcies to natural disasters, and each time we’ve come out stronger.”
Rather than dwelling on setbacks, the company focuses on swift recovery and problem-solving. Patil cited an example, “In 2022, we saw floods in Himachal Pradesh and economic upheaval in some of our key markets. Our ability to manage these challenges internally and externally has been crucial to our continued growth.”
The Indian Traveller
One of the recurring themes in Patil’s conversation is the unique character of the Indian traveller. “Indian travellers are not a monolithic group,” he said. “They come with varying preferences and expectations. Some want the cheapest option, while others are willing to pay more for a premium experience. It’s all about value for money.”
Patil believes that destinations need to take note of this and provide sustained engagement to capture the attention of Indian travellers. “It’s not enough to do a one-time promotion. Countries and tourism boards need to engage continuously, ensuring that they remain top of mind for Indian tourists. A sustained approach, even with a smaller budget, goes much further than short-lived, high-visibility campaigns.”
Positioning Veena World for the Future
As Veena World continues to grow, its mission remains clear: to make the world more accessible and affordable for Indian travellers. Patil is ambitious about the future, outlining the company’s goals for 2027 and beyond. “We want to double our group travel numbers to 200,000 by 2027 and grow even further to 500,000 by 2030. We’re also looking to increase our inbound travel numbers significantly.”
The company’s success in scaling operations is supported by its unique marketing strategy. Veena World has embraced content marketing, with a strong focus on blogs, podcasts, and other digital touchpoints. Patil proudly shares that the company has created over 2,000 blogs and 500 podcast episodes. He said, “We’re not just a travel company. We’re building an ecosystem where travellers can find inspiration, advice, and real value. From our podcasts to our extensive photo bank, we want to position Veena World as a trusted partner in every stage of the travel journey.”
Collaboration with the Trade
Veena World also understands the importance of B2B relationships in sustaining its leadership in group travel. The company works with air and hotel consolidators to secure competitive pricing and has built strong partnerships with tourism boards in destinations like Australia and Japan. “Tourism boards are essential partners in our effort to showcase destinations beyond the usual highlights. We’ve worked to make places like Australia and Japan year-round destinations, not just seasonal ones,” Patil added.
Patil remains focused on maintaining the company’s innovative edge. His advice for aspiring entrepreneurs in the travel sector is both practical and inspiring: “It’s easy to start a travel company, but it’s difficult to get your first customer. Work smart, not just hard, and understand that OTAs aren’t the enemy—they’re expanding the market for all of us.” With clear goals for the future and a solid foundation in place, the company is well-positioned to continue its upward trajectory in the Indian travel trade industry.
