AbhiBus COO Rohit Sharma on Solving Bus Travel Unpredictability and Expansion
In an exclusive interview, AbhiBus Chief Operating Officer Rohit Sharma detailed the company's strategic focus on addressing the unpredictability associated with bus travel while expanding into Tier-2 and Tier-3 markets. With deep integrations across state transport undertakings and private operators, the company is leveraging technology to transform the intercity bus travel experience.
From Software Provider to OTA Powerhouse
AbhiBus began as a software provider for state transport undertakings nearly two decades ago, starting with APSRTC around 2008-09 and expanding to TSRTC, UPSRTC, Himachal Roadways, and others. The company continues to power passenger information systems, online passenger reservation systems, and unified ticketing solutions for these organizations.
"Just before the pandemic, we pivoted to the consumer ticketing business with AbhiBus.com and our mobile application," Sharma explained. "Over time, we've emerged as a strong number two player in the bus online travel agency market." The company's growth accelerated significantly following its acquisition by ixigo, driven by cross-sell opportunities and artificial intelligence-led customer solutions.
Building Comprehensive Inventory and Geographic Reach
For any online travel agency, inventory forms the foundation of operations. AbhiBus has adopted a straightforward approach: if a bus sells tickets online, it should be available on their platform. Today, the company boasts approximately 17 state road transport corporations and nearly 99% of private operators—around 6,500 to 7,000—on their platform.
"We sell tickets across every state in India," Sharma noted. "We continue to grow strongly in regions where our market share was previously low, demonstrating our expanding geographic footprint."
Understanding the Bus Traveler Demographic
Bus travel attracts a diverse mix of users with fairly balanced weekday and weekend demand, indicating both work-related and leisure travel. Many professionals—including teachers, bank employees, and government staff—depend on buses for intercity commutes.
Approximately 40% of AbhiBus users are young travelers, with strong growth observed in leisure and pilgrimage segments. Destinations showing robust traction include:
- Prayagraj and Ayodhya for religious tourism
- Tirupati and Madurai for pilgrimage travel
- Goa, Manali, and Puducherry for leisure vacations
These destinations have proven particularly popular among family travelers seeking affordable transportation options.
Tackling Unpredictability Through Innovative Solutions
"Our primary focus is solving the unpredictability associated with bus travel," Sharma emphasized. The company's flagship "Assured" program addresses four critical issues: delays, poor bus conditions, staff behavior problems, and bus no-shows.
When problems occur, customers can receive instant refunds—even mid-journey—based on GPS tracking and AI validation. Features like photo-based issue reporting and automated refunds have significantly improved customer trust and repeat usage.
The company has also invested in "Bus 360," which uses artificial intelligence to predict bus assignments up to ten days in advance. This enables innovative features including:
- 360-degree bus views for better trip planning
- Seat insights for optimal selection
- Safety checks for enhanced security
"The ultimate goal is to make bus travel as predictable and reliable as possible," Sharma stated.
Expanding Service Offerings and Market Reach
Beyond basic ticketing, AbhiBus now offers integrated travel packages for select destinations. For instance, Tirupati packages combine bus tickets with darshan access, carefully aligned with temple schedules. These packages are enabled through partnerships with operators who receive special allocations, making it convenient for users to plan complete end-to-end journeys.
A major trend identified by Sharma is the rise of Tier-2 and Tier-3 markets. "These segments have been unlocked significantly through ixigo's ecosystem," he explained, "particularly from train users whose tickets remain waitlisted." Cross-selling from train bookings has become a key growth driver for the company.
The Sleeper Bus Revolution
The bus travel industry has witnessed a significant shift toward sleeper buses. Before the COVID-19 pandemic, the ratio was approximately 70:30 in favor of seater buses. Today, that ratio has flipped completely, especially for overnight routes, with sleeper buses now accounting for about 70% of bookings.
"This shift began during the pandemic when privacy became increasingly important," Sharma noted. "Operators converted seater buses into sleeper coaches, and now it's become a comfort-driven choice with travelers willing to pay a premium for better sleeping arrangements."
Competing with Other Transportation Modes
When comparing bus travel with flights and trains, predictability has traditionally been the biggest challenge. While flights operate on highly structured schedules, buses have historically lacked consistency. AbhiBus addresses this through live tracking, improved operator standards, and enhanced visibility into the journey experience.
Buses remain highly cost-effective, typically priced between 1 and 4 rupees per kilometer. They also serve as ideal options for last-minute travel since fares don't experience the sharp spikes commonly associated with flight bookings.
Modernizing the Operator Ecosystem
Many bus operators still run traditional businesses, so AbhiBus introduces them to technology-driven solutions. Features like the "pink seat" ensure safer travel for women by preventing adjacent bookings by male passengers. The company also provides operators with analytics on route adherence, fuel usage, and driving behavior.
"These tools help operators improve both efficiency and service quality," Sharma explained. "We're creating a more professional ecosystem where compliance, safety, and service quality become competitive advantages."
Addressing Infrastructure Challenges
Private bus infrastructure remains underdeveloped in many areas, particularly boarding points that are often informal and inconvenient. This creates safety and comfort concerns, especially for family travelers. However, Sharma noted that improvements are beginning to emerge in some cities, with more structured boarding facilities expected to develop over the coming years.
While the industry still experiences some fragmentation, consolidation is underway. Operators who prioritize compliance, safety, and service quality are growing faster than their less professional counterparts. Compared to a decade ago, the industry has become significantly more organized, and this professionalization trend is expected to continue accelerating.
