As the company celebrates its remarkable 50-year journey, he reflects on the milestones, challenges and core values that have shaped this enduring legacy in an exclusive interaction with BOTT.
Shreya Shimpi
Looking back on your journey so far, what inspired you to enter the travel industry, and how has it shaped you as a professional and as a leader?
No two days are the same in the travel industry. Every customer has different requirements, and I enjoyed helping them find the right travel solutions. What began as a professional opportunity gradually turned into a lifelong career. Even today, our industry continues to inspire me because it is fundamentally about connecting people, opportunities, and destinations. As a leader, I’ve learned that while technology evolves, trust, customer service, and taking care of your people remain constant.
Over a journey spanning nearly five decades, what have been the major milestones that stand out for you the most?
Honestly, what gives me the greatest satisfaction is seeing our organization grow from a team of just three people to nearly 2,500 today. Receiving our IATA accreditation in 1994 and entering airline ticketing was a major turning point. Each new venture, from corporate travel and marine travel to technology and education, has been incredibly rewarding.
What were the biggest challenges you faced in the early years, and how do they compare with the challenges of today’s travel landscape?
In my five decades, I have seen it all, from the Gulf War to the COVID-19 pandemic and recent geopolitical uncertainties. During these periods, I often worked nearly twenty hours a day to ensure business continuity. Today, the industry is more advanced and technology-driven, but the pace of change is much faster. The challenge now is staying agile, embracing innovation, and delivering personalised service in an increasingly digital world.
How has the travel and tourism industry evolved over the last fifty years, and what changes have been the most significant in your view?
When I entered this business, everything was manual. We worked with paper tickets, long queues, and limited flight options. Today, the entire travel booking experience fits into a smartphone. So, if you ask me what has changed the most, I would say it is the traveller. They expect speed, convenience, and transparency, and rightly so. Every industry evolves with time, and travel is no different.
What has been your proudest achievement so far, and what continues to motivate you to push boundaries in this dynamic industry?
My proudest achievement isn’t any single milestone. It’s the trust we’ve earned over the years. We have customers who have been with us for decades, and today, even the next generation of their families continues to travel with us. Seeing the next generation of leaders within the organisation embrace new technologies, including AI, and prepare the business for the future gives me great confidence and motivation.
What qualities, values and guiding principles do you believe have helped you reach this pinnacle of success, and what advice would you give to young entrepreneurs entering the travel and tourism sector?
Work with integrity, honour your commitments, and build lasting relationships. In our business, trust is your greatest asset. To young entrepreneurs, I would say: don’t try to do everything at once. Build expertise in one area, keep learning, and be prepared to adapt as the industry evolves.
As Riya Travels celebrates this remarkable 50-year journey, what is your vision for the next decade, and what message would you like to share with your well-wishers?
My focus is on continuing to innovate while staying true to my principles. To my dear customers, employees, partners, and well-wishers, I would like to express my heartfelt gratitude.
“My proudest achievement isn’t any single milestone. It’s the trust we’ve earned over the years. We have customers who have been with us for decades, and today, even the next generation of their families continues to travel with us. Seeing the next generation of leaders within the organisation embrace new technologies, including AI, and prepare the business for the future gives me great confidence and motivation.”
GMJ Thampy, Chairman & Managing Director, Riya Travel Group
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