Impact of COVID-19 on Small Domestic and Inbound Travel Agencies and Tour Operators in West Bengal, India: Perspectives of Offline Owners-Managers

Abstract

Purpose: This article delves into the mindset of small family business owners in tourism during the COVID-19 crisis, their strategies, and the barriers they faced in recovery. The study is particularly significant as it sheds light on the experiences of entrepreneurs in both urban and backward/rural areas of West Bengal, providing valuable insights for policymakers and professionals in the tourism and hospitality industry. Methodology: The qualitative research approach involved semi-structured interviews with thirteen family-owned tour operators or travel agency owners/managers. A fixed semi-structured questionnaire was used to explore their views on management operations during and after the crisis, allowing for open discussion and new insights. Principal Findings: The findings underscore the remarkable resilience of small family-operated tour operators and travel agencies. Despite facing multiple challenges, including threats of existence, the pressure of fixed costs, non-performing travel inventories, feeling unethical, uncertainty about the future, and feelings of loss of goodwill with lenders, these entrepreneurs have shown remarkable adaptability and determination. Originality: This research offers unique insights into the mindset of family business owners in the Indian context, particularly the urban-peripheral context. The study also highlights the gap between the government's measures and the needs of entrepreneurs in this post-COVID-19 era, providing a comprehensive understanding of the challenges and opportunities in the tourism industry.