MakeMyTrip Limited is an e-commerce group specializing in travel, with its operational hub in Gurugram, India. Through makemytrip.com, its mobile apps and several complementary brands, it connects travelers with airlines, accommodation providers and transport operators. Its business is built on aggregating offers, booking and related services, in a market shaped by growing digital adoption and diverse travel needs.
From serving the diaspora to the Indian market
MakeMyTrip was founded in 2000 by Deep Kalra. The company initially targeted travelers based in the United States who wanted to visit India, before expanding its offering to Indian customers. The rise of low-cost airlines and the spread of the internet then helped broaden its market. In 2010, its Nasdaq listing gave it access to US financial markets and supported a new stage of development.
The merger with Ibibo Group’s businesses, completed in 2017, marked a turning point. It brought MakeMyTrip, Goibibo and redBus together within the same group. The deal strengthened the group’s presence in hotel booking and added a platform specializing in bus tickets, a significant segment of intercity travel in India.
A multibrand booking platform
The group sells airline tickets, hotel stays, vacation rentals and holiday packages, as well as various ground transport solutions. MakeMyTrip provides a broad-based offering, while Goibibo also handles flight and accommodation bookings. With redBus, the company has a dedicated bus travel business operating in India and several international markets.
Its business model combines commissions paid by suppliers, margins on certain services and service fees, among other revenue sources. Interface quality, the relevance of results and payment management are therefore closely linked to its commercial performance. Post-booking support, particularly in the event of cancellations or changes, is also a key operational priority. The group also serves businesses with corporate travel management tools, while keeping consumers at the heart of its operations.
What next?
MakeMyTrip’s prospects depend in particular on trends in Indian domestic tourism, outbound international travel from India and the adoption of digital services beyond major cities. To turn these trends into sustainable growth, the group must expand its offering while keeping its sales and marketing expenses under control, in a competitive environment that includes traditional agencies, global platforms and suppliers selling their services directly.
Personalized searches and automated support, particularly through artificial intelligence, can improve the customer journey. Their value, however, will be measured by tangible results: reliable information, straightforward bookings and effective resolution of problems. Trust remains a crucial asset for a platform that facilitates purchases that are often expensive and vulnerable to unforeseen events.