Part 2: Ixigo's Aloke Bajpai on using empathy, customer experience, and resilience to both survive and thrive

Hello and welcome back to First Principles. This is the part 2 of the 49th episode since we started, or the 8th episode of season 3.

In this episode, I sit down with Aloke Bajpai, Group CEO of Ixigo, one of India's fastest-growing and most downloaded travel platforms. While most Indian OTAs followed the Western template of flights-first followed by hotels, Aloke and his co-founder Rajnish took a radically different path. The one that would take nearly 14 years before Ixigo became a full-blown OTA.

Aloke takes us through Ixigo's unconventional journey, starting as a meta-search engine in 2007 that couldn't raise funding for over a year. We explore how the insight that 96% of Indians don't fly, led them to build a train-first platform, spending four years creating utility features without any monetization. He breaks down the technical innovation behind solving India-specific problems. Right from predicting waitlist confirmations using machine learning to creating a crowdsourced running status system using cell tower IDs when GPS and internet failed along railway tracks.

A central theme is resilience through empathy. Aloke shares how near-death experiences during the 2008 global financial crisis and COVID-19 shaped Ixigo's culture. We discuss the founder's decision to go to zero salary, the whiteboard moment where the entire team transparently decided on salary cuts, and the contrarian choice to proactively refund customers during COVID even when the company was running out of money. Finally, Aloke argues that peace of mind, not tickets, is what travel companies should really be selling.