The rise of personalised visa services in the time of physical distancing

As one of the worst affected industries in the COVID-19 pandemic, the travel industry stands to undergo several updates in both behaviour and process, in order to keep up with the new world order. Technology will play a key role in the imminent evolution of the travel industry, to make visa applications safer and more efficient for travelers and travel companies alike.

The Coronavirus pandemic has altered life as we know it - from the way we do grocery runs to the way the world will travel. It has also added a filter of 'caution' to every 'outdoor' activity we took for granted. Travel though, is still high on people's aspirational list. And the world will travel again - in the mid-term, it might just not look the same.

Global Web Index recently quoted that a whopping 87 percent of consumers in the Asia/Pacific region expect to make changes to the way they travel. However, the mere reopening of borders is not enough for people to start travelling again. Travellers will first want to regain faith that the ecosystem is safe - right from travel planning to visa applications, the airport-airplane journey and the country of visit. This change in social behaviour will not just stem from government and health regulators, but more from people's lingering fear of catching the infection, even once the situation is brought under control. So, while we will see higher standards of sanitation, provisions for social distancing, and instant medical support in physical environments, the digital space will see demand for services that could be completed "from the safety of one's home".

But how does that work for the first travel pit stop - your visa? Visa applications have traditionally been an in-person process, requiring customers to submit applications and/or biometrics in person for many destinations. In a post-COVID scenario, new processes, aided by technology, will be preferred over traditional methods of application at least in some elements of this crucial aspect of the travel planning process. Tools that allow travellers to complete their visa application processes keeping physical distancing in mind, in a place they feel safe, will be preferred as would-be travellers begin to define their new normal.

Tech-driven game-changes in visa services

An important aspect of visa applications is the documentation often required to be submitted with the visa application. Today even before travel limps back to normal, for some travellers, the idea of having one's original documents going through multiple hands could spark unease. Technology that can enable travellers to scan and upload their documents through their smartphones, tablets, printer-scanner or other camera-equipped computing devices will be a game-changer for the sector. Another trend is in greater use of automated or AI-powered systems that allow governments to remotely assess digital versions of various government-issued documents

This article is authored by Vinay Malhotra - Regional Group COO, South Asia, Middle East, and North Africa, America's at VFS Global.