Swiggy’s CREW enters travel with 24/7 personal concierge service
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Swiggy has expanded its CREW premium concierge platform into the travel segment, seeking to offer a personalised, end-to-end travel service that extends beyond conventional flight and hotel bookings.
CREW, which was launched as a broader personal concierge service, is now offering dedicated travel assistance to paid members and invited travellers. The platform is positioned as a travel concierge that helps consumers from the discovery and planning stage through bookings and on-trip support.
The move follows around a year of CREW’s operations, during which travel emerged as the category with the strongest demand for end-to-end assistance, according to Swiggy.
Unlike conventional online travel platforms, where customer interaction typically ends after a booking is confirmed, CREW aims to remain involved throughout the journey. Its concierge service is available 24 hours a day across time zones and can assist with itinerary changes, local recommendations, reservations and other travel-related requirements.
The service combines human concierges with artificial intelligence (AI) to provide personalised assistance while maintaining round-the-clock availability.
“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,” said Rohit Kapoor, CEO, Swiggy Food Marketplace.
CREW offers multiple services at a time
CREW’s travel offering covers hotels, flights, cabs, visas, foreign exchange, international ticketing, reservations and travel activities. It also provides access to curated experiences and city-level recommendations through its local partner network.
One of the key offerings is exclusive hotel rates through CREW’s partner network, with priority pricing available to its members.
The platform is also designed to take a proactive approach to travel planning. Its concierges can identify bookings that need to be made in advance, make reservations on behalf of travellers and provide assistance during the trip.
Swiggy said the service is intended to replace the generic listings-based approach of online travel platforms with recommendations based on local expertise and individual traveller requirements.
“From helping us pick the right flights and hotels at the right price, to being in touch with us on WhatsApp throughout the journey, to being available when we wanted to change some local sightseeing reservations once we got there, CREW gave us an elevated experience,” said Riya Sethi Wadhwani, a CREW user.
CREW is available through a paid subscription as well as on an invite-only basis. The company said it will continue to expand its travel capabilities while building on its concierge-led model for high-involvement consumer decisions.