Travel Cue – Reimagining Customer Experience Post-Covid

Overtime, pandemics have proven to be catalysts for change; the Covid-19 pandemic is seemingly not any different – calling for creative changes on a global scale. Accompanied by an elevated consciousness on the minds of individuals, Covid-19 has impacted the way businesses, relationships and service delivery are perceived. The ripple effect of this will be a total reshaping of customers’ views and behaviours post-Covid.

As a way of adapting to this changing environment, Travel Cue’s focus will be on
(i) Digitisation of data as a major health and safety measure
(ii) Navigating limited flight options
(iii) Redefined customer-agent-supplier engagement

Digitisation of data as a major Health & Safety Measure

Within the travel environment post-Covid, health and safety will be the major focus of travellers as customers who will be moving out of their cities – after a long time of being static – are likely to be overly cautious. The focus within the travel industry will see a shift towards innovation and high-end technology that will guarantee customers’ safety via faster and more secure procedures.

When looking at sustainable solutions that will enhance customers experience post-Covid, the digital technology sector cannot be overlooked. Governments, airlines and travel management companies are learning to be more adaptive towards the current mind-set of customers in order to improve their experiences within the context; embracing digitisation in line with safe and contactless engagement.

Over the next few months, in building the new norm, we will see measures like facial recognition at airports, self-bag drop, contactless check-ins be integrated into regular travel procedures.

Navigating Limited Flight Options

We have already witnessed the significant decrease in number of options presented by Airlines as countries continue to monitor airport traffic closely. Coupled with ever-changing rules depending on nationalities, visas etc., it can be safe to predict this as a continuation into a ‘new norm’.

Customers will have to be mindful during business or personal trip planning and adopt a collaborative conversation with their travel partner to ensure compliance with the rules & regulations at play.

This is very likely to cause a disruption that will govern customer behaviour as adjustment to this norm will take a while. Industry players will need to build primarily on connection with the customers and embodying “genuine care” at the core of their service delivery as Travel Cue have done from the on-set of this pandemic.

Redefined Customer Engagement

To ensure customer & travel provider synergy through these changing times, the travel industry would require an overall transformation of customer experience & service alignment to the level that will allow for customers will best resonate with.

This will also mean the inclusion of methods and platforms that allow for seamless customer interactions from anywhere, round the clock – 24/7, 365.

Travel Cue’s business & operational model was able to quickly adapt to provide round the clock servicing through the on-set of the pandemic & will continue into the ‘new-norm’. A businesses ability to be agile during such times is a key component towards continued evolution, all of which can be sensed & experienced by a customer at the time of service delivery.

In reimagining our customer experience to fit the new norm post-covid and “deliver what we promise”, Travel Cue continues to foster evolution by building customer-centric systems & capabilities with an adaptability towards a fast-changing environment, geared with enough flexibility to accommodate uncertainties and impromptu adjustments – to create an overall satisfactory virtual and in-person experience.


Travel, regardless of the industry, is a 24 x 7 service as it is not limited to a location, it is global. Our travel technologies and unprecedented service enable seamless travel solutions within sectors such as, Law, Media & Advertising, Medical, etc. Every customer, regardless of time of day, time of the year or nature of Travel, Travel Cue ensures the ability to empower each and every travel programme.

Our service design reinforces our mission towards delivering the best service while we continue to connect with our customers 24 x 7, 365 days a year.

Coordinating the intricate travel details for our clients in a highly demanding environment such as Yachting requires precision in understanding not only the industry, but each specific yacht and their purpose. This allows for efficient execution; which is a highly sought quality within the yacht travel industry.

Our expansive procurement strategy ensures we continue to build our smart sourcing, including specialist marine fares for the yacht industry. This scope is an integral part of who we are, what we believe in, and the resultant customer experience.

We continue to enhance the brand identity of Genuine Care, Professionalism & Commitment and reinforce the value perceived by our customers through the experience of quality services.

Our ability to understand and build solutions for the Shipping industry is unparalleled.

Working 24×7 around the year, the unified team has in-depth knowledge of the intricacies in managing travel related to crew, technicians & shore based personnel with utmost care. Managing complex logistical requirements, further compounded by tight timelines and frequent last-minute changes, has become second nature in the way we operate.

With an effective global procurement we bring to our customers the best of class in cost efficiencies and quality of service standards. Leveraging technology, we bring peace of mind to our customers through transparency, accuracy and strong reliability in a genuine and caring way.

A structured approach towards organising crew rotations, be it for a supply vessel working in harsh conditions, an offshore accommodation unit or for rig commuters, ensures we are a reliable partner for our customers.

Working 24×7 around the year, our team manages the smooth coordination of multiple elements of the global mobility for customers in the offshore and Oil & Gas industry.

Organising multiple movements of crew / commuters requires detailed planning, proactive analysis of costs elements and strong advocacy in collaborative process management.

We take pride in conceptualising and building bespoke solutions for our customers. Our technology based solutions complement the back to basics service approach and ensure that we provide our clients a strong data backed decision making capability.

Rahul Pereira

Global Operations Head & Shareholder

Rahul’s travel career started more than 20 years ago with a Corporate Travel Management company in Mumbai. After diversifying into Marine Travel in 2003, Rahul developed a passion for handling the time-sensitive travel requirements of ships’ crew and rig rotators.

As global head of operations, Rahul’s 15 years of experience in crew travel stands him in good stead in building and managing complex operational travel solutions for customers located in multiple geographies. Rahul now calls Singapore his home having moved over 15 years ago. He takes great pleasure and is fervent about mentoring the younger members and developing the skills and future talent of the operations team around the world. Rahul is currently pursuing his MBA and when his busy schedule permits, he enjoys playing golf and travelling to relax and unwind.

Joanna Kaunang

Deputy Managing Director & Shareholder

Joanna believes in investing time and energy on value building and mentoring strong, effective and self-sustaining teams. She is a true-blue travel professional with education background in Travel & Tourism.

She started her career with United Airlines and Swissair, where she was part of the corporate sales team and has held leadership roles in renowned travel management companies. With a successful career spanning over 20 years, she has extensive knowledge and understanding of large-scale multinational client servicing and an expert in travel programme implementation. Joanna supports the global business needs on a day-to-day basis and oversees the network expansion. Joanna recently achieved an MBA from Sunderland University and when not at work, Joanna loves to spend time at the beach with her husband and son.

Nagender Rao Chilkuri

Group Managing Director & Shareholder

Prior to Travel Cue, Nagender worked at Griffin Travel from 1995 till 2011 where he developed and implemented high growth business environments and expanded the operations through the Asia Pacific region, servicing large global customers. He started his career in the travel industry in 1991 after a six year stint in the Indian Army.

With over 25 years of industry experience in acquiring and managing customers in Shipping, Marine, Offshore and Oil & Gas industries, Nagender has held key operational and management positions and is passionate about building innovative organisations and high performing teams.

He holds an MBA from Northumbria University and is a graduate of the Harvard Business School General Management Program. When not at work, Nagender enjoys playing golf and spending time with his wife, daughters, and their four dogs.