Swiggy’s CREW Enters Travel With India’s First 24x7 Travel Concierge App
Swiggy’s premium concierge platform CREW is expanding into travel with a 24/7 personal concierge model covering everything from planning and bookings to on-trip assistance.
By SOH Edit Team
Swiggy’s premium concierge platform CREW is expanding into travel with a dedicated personal travel concierge offering designed to manage the journey beyond the point of booking.
Positioned as a destination expert rather than a conventional online travel platform, CREW will help travellers plan, book and curate trips, while also providing real-time assistance during the journey. The service covers everything from flights, hotels, visas and forex to local transport, reservations, activities and curated experiences.
The move follows a year of learnings since CREW launched as a broader personal concierge service. Travel emerged as the category where customers showed the strongest demand for seamless, end-to-end assistance, making it the next focus area for the platform.
Filling the post-booking gap
Unlike most online travel platforms that are built around discovery, comparison and transactions, CREW is positioning itself around what happens after those transactions are complete. This service provides 24/7 assistance across time zones, helping travellers make itinerary changes, find local recommendations, manage reservations and resolve unexpected needs while they are away from home. Human concierges handle the relationship, supported by AI to improve response times, consistency and personalisation.
Rohit Kapoor, CEO, Swiggy Food Marketplace said: “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. Great prices to get you started. Real support for everything after,” he added.
Rohit Kapoor, CEO, Swiggy Food Marketplace.
From bookings to local expertise
A key part of the proposition is access to exclusive hotel rates through CREW's partner network, available to members of the service. Beyond pricing, the platform is built around a concierge-led model. It anticipates what travellers may need to arrange ahead of time, makes reservations on their behalf and provides assistance throughout the trip.
CREW is also building a city-level network of local partners and destination experts, with the aim of replacing the generic listings-and-reviews approach with recommendations tailored to individual travellers and their plans.
Frequent traveller and CREW user Riya Sethi Wadhwani says, the value of the model was particularly evident during a family trip to Europe this summer. “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 through and through.”
Building travel around assistance
The expansion marks a broader evolution in CREW's positioning as it focuses on high-involvement consumer decisions where convenience extends beyond a single transaction.
Backed by Swiggy's technology ecosystem, CREW combines human expertise with AI to deliver personalised assistance across the travel journey, with an emphasis on proactive support rather than simply responding to requests. The service is available through a paid subscription as well as an invite-only model.
