CREW, the premium concierge platform from the Swiggy ecosystem, has entered the travel space with a dedicated personal travel concierge offering aimed at frequent and premium travellers.
Positioned as a destination expert, CREW plans, books and curates different aspects of a journey, from travel inspiration and bookings to on-ground assistance during the trip.
The move follows a year of learnings since CREW’s launch as a broader personal concierge service. According to the company, travel emerged as the category with the strongest demand for seamless, end-to-end convenience, prompting the platform to expand into the segment.
Assistance beyond bookings
CREW aims to address what it describes as the gap between booking a trip and managing the experience once travellers are on the move.
Available around the clock and across time zones, the service provides real-time assistance, itinerary changes, local recommendations and everyday travel support while customers are away from home.
Human concierges are supported by artificial intelligence to deliver faster, consistent and personalised responses.
Swiggy, CEO, Food Marketplace, Rohit Kapoor, said the challenge in travel was not the destination but the gap between booking and the actual experience.
“The problem was never the destination. It was always the gap between the booking and the experience. That’s what we built CREW for. A personal travel concierge that stays with you before the trip, through the trip, and when the plan inevitably needs a new plan,” Kapoor said.
He added that CREW offers competitive prices to get travellers started along with real support throughout the journey.
From planning to return
CREW’s offering covers multiple travel requirements, including hotels, flights, cabs, visas, foreign exchange, international ticketing, reservations, travel activities and curated experiences.
Members also get access to exclusive hotel rates through CREW’s partner network.
The concierge service is designed to anticipate requirements that need to be pre-booked, make reservations on behalf of travellers and assist them throughout their journey. The service is available 24/7 across time zones.
The platform also provides city-level local expertise through insider recommendations and a network of local partners across international destinations, rather than relying on a generic listings-based approach.
Concierge-led travel
At the core of CREW’s offering is a concierge-first approach focused on proactive and dependable assistance.
The platform aims to anticipate travellers’ needs, communicate like a trusted contact and recommend experiences based on individual requirements rather than what is most heavily promoted.
CREW user and frequent traveller, Riya Sethi Wadhwani, said the service helped her family during a European holiday by assisting with flights and hotels, staying connected through WhatsApp and helping modify local sightseeing reservations during the trip.
“With this level of attention to our travel needs, I don’t think we’ll be able to go back to the way we used to travel before,” Wadhwani said.
Paid membership and invite-only access
CREW is available through a paid subscription or invite-only access, targeting premium travellers seeking personalised assistance throughout their journeys.
Backed by Swiggy’s technology ecosystem, the platform combines human concierge expertise with AI to provide personalised travel assistance across different stages of a trip.
The company describes CREW as India’s first personal travel concierge focused on premium travellers, offering destination expertise, member-only hotel pricing and real-time on-the-ground assistance.
As CREW expands its travel capabilities, the platform aims to use its concierge-led model to help consumers make high-involvement travel decisions with greater confidence and convenience.