Abstract: The Indian travel industry was a booming industry prior to COVID pandemic. However, the growth of travel industry nosedived as COVID raged across the globe. This case illustrates how changing consumer preferences with regard to travel decisions post COVID-19 badly impacted the business operations of the travel company, 3S Travel Network. The case is focused around the role played by an efficient and effective customer
relationship management which ultimately paved the way for regaining the market share.

Learning objectives:

• To identify the changing consumer preferences with regard to travel decisions post COVID-19 and to decipher the model of consumer behaviour that explains the changed consumer behaviour comprehensively.
• To determine the concepts of business sustainability that can be applied to manage the business of a travel company impacted by COVID-19.
• To understand the importance of ‘Customer Relationship Management’(CRM) for a company impacted by COVID and to examine the various CRM initiatives.