The basic structure of the industry will not change: Madhavan Menon

Sharing his thoughts on whether he thinks the architecture of the travel industry will change going forward, Madhavan Menon, Chairman & Managing Director of Thomas Cook (India), says, “It is not going to change dramatically. There is place for the OTAs, the tour operators, and the travel agents. For me, what is going to change is customer behaviour. The customer is going to now look for brands they can trust. No longer can we take our customer for granted. What COVID-19 has done besides everything else is made the customer far more aware.”