State’s tourism policy falters, needs course correction

Rajesh Kumar

Ever since early ’90s, when militancy erupted in the Kashmir Valley, tourists from domestic as well as foreign circuits have been holding high stakes in Himachal as a favourable destination though we have never been courteous enough in acknowledging this tourist diversion as a god-sent opportunity.

Our indifference in the regard reflects in our overall behaviour with incoming guests vis-à-vis two intrinsic elements of tourism industry – hospitality and inherent warmth – which are core to it, but are an amiss among taxi-operators in the state, who are yet to learn a lesson in the regard. Far from being helpful and friendlier to tourists in terms of extending warm hospitality to them with a smile, very seldom do these taxi-operators miss an opportunity to fleece incoming tourists. Rip-offs by them are a statement in itself and have become an eyesore for them. Sadly, all this happens under the very nose of the administration – perhaps allowed advertently in the name of business!

Unlike bigger cities, where cab service providers such as Ola or Uber have a well-organised operation network, Himachal is hitherto dependent on services of taxi unions that are by and large unorganised, least regulated through any definitive administrative order and operate whimsically, though many are registered in the state. But there are a lot many who aren’t. It is time the ruling dispensation organised this inseparable segment of tourism sector to make it adequately friendlier to tourists and accountable to state in terms of its definitive economic contribution.

Having collected passenger tax from taxi- operators, the administration presumably believes its task to be over with no pains taken thereafter in terms of carrying out regular checks and balances over their activities vis-à-vis the fares they charge from tourists or their overall conduct with them. Its lackadaisical attitude gives them a sort of de-facto status of ‘licensed plunderers’ on roads, who often harass them and charge exorbitantly much to their chagrin. Ugly confrontations that ensue after heated arguments are resented to with indignation by the guests but often given two hoots. What impression of ‘Dev-bhoomi’ Himachal do they carry home is anybody’s guess.

Tourists forced to succumb to taxi operators’ tactics

The state of helplessness of tourists in an entirely alien land makes them succumb to taxi-operators’ arm-twisting tactics. This is owed largely to the laxity on the part of the administration that seldom comes forward in rescuing them from such indecencies. Its inaction only emboldens them further to continue with their misdemeanours with impunity. This is perhaps, where our tourism policy falters and needs course correction.

Regulatory body need of the hour

At a time when we are poised to boost tourism in the state by strengthening structural infrastructure, the unsavoury aspect appears on the horizon as a big roadblock. A regulatory body which may check such unscrupulousness with a firm hand and redress tourist related grievances in a prompt and transparent manner through confidence-building measures is the need of the hour. Regulatory authority may put in place clearly defined guidelines to be followed mandatorily by taxi-unions.

• First step in the direction could be their mandatory registration with the regulatory body. No taxi should be allowed to operate singly outside its respective union and if found doing so, it could be impounded. Further, each cab must be issued a union registration number covering complete details of its driver, his place of residence, phone number et al.
• Second, a complaint register duly authenticated by the regulatory authority must be kept in each taxi, wherein comments from tourists are to be duly entered for feedback and appraisal by the authority at regular intervals to assess driver’s individual behaviour with tourists and out of the way humanly services offered to them by good Samaritans, if any.
• Third, to checkmate the evil of overcharging, regulatory authority may fix taxi fares on ‘per km basis’ taking into consideration the topography of the respective area such as plains, mid hills or high-altitude areas with due diligence given to calculating day and night charges, their timings and also ‘out of state’ trips. Due consultations with concerned taxi-unions could be held in the first place before arriving at the final rates to be charged. Once approved through consensus, the same could be put on public domain on official portals of the Tourism Department district wise, so that before embarking on a journey, a tourist has a fair idea of the government approved tariff. Any revision by respective unions should be subject to prior approval by the regulatory body.
• Fourth, since under present GST regime services, too, attract taxes, it is time transport unions, in general, and taxi-unions, in particular, are held accountable to the state economy. As regards taxi-unions, these could be asked to file monthly returns, wherein details pertaining to total trips undertaken by its fleet, total volume of business transacted, cumulative GST collected against individual travel vouchers issued by them to customers, could be furnished. To incentivise sincere effort and promote a sense of healthy competition among taxi unions, one that pays maximum tax could be suitably rewarded publicly.