GoZayaan expands travel booking model with digital, in-person, messaging options

Dhaka : Bangladesh-based travel platform GoZayaan is expanding its booking model beyond its digital platform, combining online services with physical Experience Centers and direct consultations through messaging apps.

The company entered the travel market with a focus on using technology to make travel information and pricing more accessible to customers. Its platform has since added features aimed at improving the booking experience, including personalized services and faster refund solutions.

However, GoZayaan says a segment of travelers still prefers speaking with someone before making major travel purchases, particularly after comparing options and prices online.

To address that demand, the company introduced GoZayaan Experience Centers, where customers can receive assistance from Travel Experts while accessing the same platform and pricing available online.

GoZayaan currently operates three Experience Centers across Banani, Chattogram and Motijheel. The company said the centers are intended to provide guidance and reassurance rather than replicate the traditional travel agency model.

Customers can review available travel options and prices with a representative while retaining the transparency associated with the digital platform. According to GoZayaan, its Travel Experts use the same system as customers accessing the platform online, allowing them to provide real-time information and pricing during consultations.

The approach is aimed at travelers who may have already researched flights or holidays independently but want additional guidance before completing a purchase.

GoZayaan has also extended its consultation model to messaging platforms, including Messenger and WhatsApp. The move targets customers who prefer communicating through channels they already use rather than visiting a physical center or completing the entire booking process through an app.

The company views its digital platform, Experience Centers and messaging channels as different entry points into the same booking ecosystem. GoZayaan said customers should be able to choose whichever channel is most convenient without losing access to the same pricing, product choices or service standards.

The expansion reflects a broader shift in travel booking, where customers increasingly research trips digitally while still seeking human support for complex or high-value decisions.

GoZayaan's model attempts to combine the reach and convenience of technology with the reassurance of personal consultation.