Lessons in Resilience: How MakeMyTrip’s Founder Navigated a $400M Crisis

What does it take to build a pioneering company in an industry that barely exists? 

Deep Kalra, the visionary Founder of MakeMyTrip, did just that by launching India’s first online travel platform when internet adoption was still in its infancy. But his journey wasn’t just about business; it was about resilience, adaptability, and the power of innovation.

From the early struggles of convincing Indians to book flights online to steering MakeMyTrip through the pandemic’s devastating impact on travel, Kalra’s insights offer a playbook on resilience, reinvention, and why businesses must embrace sustainability to stay relevant.

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The journey from startup to industry dominance

Back in 2000, when Deep Kalra founded MakeMyTrip, online booking was a foreign concept to most Indians. Consumers preferred travel agents, and internet penetration was low. Yet, Kalra saw an opportunity — Indians traveling to the U.S. for work and education needed an easier way to book international flights.

MakeMyTrip’s early days were filled with low consumer trust, limited digital payment options, and skepticism about online travel. But Kalra and his team persisted, focused on customer education, and built credibility, paving the way for India’s booming $75 billion online travel industry. 

Navigating a 95% revenue drop: Lessons from COVID-19

When the pandemic hit, the travel industry collapsed overnight. MakeMyTrip saw a 95% drop in revenue, a crisis unlike anything Kalra had ever faced. Tough decisions followed including layoffs, restructuring, and rethinking the company’s future.

But Kalra viewed this not just as a setback but as an opportunity to innovate. The crisis pushed MakeMyTrip to streamline operations, focus on efficiency, and accelerate digital adoption. These transformations have made the company stronger and more agile today.

AI and the future of travel

Kalra believes AI is poised to revolutionize the travel industry. 

From personalized trip planning and dynamic pricing to AI-powered customer support, technology is making travel smarter, faster, and more efficient.

But AI isn’t just about automation—it’s about enhancing the customer experience. Kalra envisions an AI-powered future where travelers receive hyper-personalized recommendations, real-time travel assistance, and seamless booking experiences.

Sustainable travel: More than just a trend

With rising awareness about climate change, Kalra stressed that sustainability isn’t optional but essential. MakeMyTrip is actively promoting eco-friendly travel, partnering with sustainable hotels, and reducing carbon footprints. But Kalra believes true impact comes when consumers demand and prioritize sustainable choices — pushing the entire industry toward greener practices.

For businesses, this means embedding sustainability into their core operations—not just as an add-on but as a long-term commitment.

Wrapping up: The future of Indian travel and entrepreneurship

As India’s middle class grows and disposable incomes rise, travel is no longer a luxury – it’s becoming a way of life. Kalra sees huge potential in new travel experiences, adventure tourism, and hyper-personalized services, making this an exciting time for travel startups.

For aspiring entrepreneurs, his message was clear:

• Find a real problem and solve it better than anyone else.

• Be ready to pivot when things don’t go as planned.

• Invest in people, because great teams build great companies.