Blue-Hill Travels (India) Ltd. is one of the pioneers of the passenger bus fleet operations in Assam and North-East India. With nearly four decades of its services since 1979, Blue-Hill has interlinked many towns and cities in the region, connecting people and places. We spoke to Mr. Robin Dutta, Managing Director, Blue-Hill Travels, and his son, Mr. Hrishikesh Dutta, Director, at the company head-office located at Paltanbazar in the heart of Guwahati.
An entrepreneur with zeal
Mr. Robin Dutta had a humble beginning with a passionate desire to thrive. Armed with a Masters Degree in mathematics and his strong determination to succeed in the business world, Mr. Robin Dutta started out with an used ‘Bedford Truck’ which he later sold for Rs. 16,000 and brought himself a Tata Mercedes Benz – 312 truck. This was the beginning of what he called the foundation of his career in the transport industry, propelling his future expansion strategies. He added four new vehicles to his fleet that he used for his business.
Having built the foundation of his humble venture and with a thirst for adventure, Mr. Dutta set out looking for opportunities in the Bangladesh liberation war transporting ‘mukti – bahinis’ (freedom fighters) and other war supplies in the Chittagong sector. Once the war was over, he started Blue-Hill Travels. In a short period, during 1980s and early 1990s, Blue-Hill Travels connected many towns and cities in the entire North-East region with a fleet of luxury coaches and became the first operator in the region to start its passenger bus fleet services. This gave birth to a new era of ample employment opportunities, especially in the service arena, with people being able to set up ticketing-counters and roadside motels for commuting passengers, courier and goods transportation, besides inspired youths following the business model and exploring their opportunity in the luxury bus market themselves. Hailed as the pioneer of the luxury bus travel industry in north-east India, Mr. Dutta continues to be a source of inspiration for budding entrepreneurs.
Dedicated fleet services
Describing the fleet operations of Blue-Hill, Mr. Hrishikesh Dutta observed: “Being the prime bus fleet operator of the region, we have been focussing on connecting the length and breadth of North-East with Guwahati as the focal point, being the Gateway to North-East India. Our night bus services connect Guwahati with Itanagar, Roing, Pasighat, Tinsukia, Mokokchung, Zengrai, Dhakuwakhana, Tura, Imphal, Naharlagun, Tezpur, North-Lakhimpur and Patherkandi. We also have services connecting Barpeta in Lower Assam with Silapathar, Tinsukia and Sonari. We do have services from Dimapur in Nagaland to Mon, Tuensang and Tinsukia. We have also linked Itanagar with Tezu (both in Arunachal Pradesh), 750 km one way, which is one of our longest routes of operation. We operate all routes with our 2+1 and 2+2 seater and semi-sleeper luxury coaches.”
Speaking on the tourist and sight-seeing services of Blue-Hill Travels, Mr. Hrishikesh observed: “We are promoting the potential tourism sector in the region through our tourist group booking and rental services through cabs, tempo-travellers and mini-bus air-conditioned coaches. We have tourist packages from Guwahati to Meghalaya (Mawlynnong, Dawaki, Shillong City, Jowai and Barapani), Kaziranga National Park, Bhalukpong, Bomdilla, Dirang, Tawang, Along and Manchuka.”
Blue Hill Travels also arranges pilgrimage tours for devotees, which include darshan packages to holy sites of Maa Kamakhya Temple, Bhubneswari Temple, Basistha Aashram, Navagraha (Temple of Nine Planets), Hajo Pao Mecca, Parshuram Kunda, Biswanath Ghat and Majuli Shathra.
Citing new developments on the operation front in recent years, Mr. Hrishikesh said: “We have been giving high priority in the luxury and comfort factor to passengers on board our buses. Adhering to the same, we introduced semi-sleeper coaches for the first time in North-East back in 2004. Over the years, with growing demand, we have been inducting semi-sleeper coaches in our bus fleet. We started ‘Night-Rider’ branded luxury coaches and tried to provide optimum comfort with ergonomic semi-sleeper seats and with calf support and video services as an amenity for on-board entertainment in our buses.”
Blue-Hill Travels gives top priority to maintenance of its bus fleet, adapting to the rough terrains of the north-eastern region. A maintenance team comprising of four members looks after the daily upkeep of buses. The operator has its own garage set-up near Guwahati-ISBT, equipped with facilities like body workshop, body paint-shop, engine overhauling, and other basic required essentials.
“We do a daily thorough check-up on all technical aspects and electrical fittings. Our technicians perform routine maintenance adhering to point-to-point instructions as laid down by the bus manufacturers for optimum performance. With bus safety and passenger safety on priority, we are committed to provide well maintained buses for our services”, added Mr. Hrishikesh.
Futuristic approach
Speaking about future plans on the brand choice, Mr. Hrishikesh expressed his firm faith and belief in Ashok Leyland in terms of durability, drive comfort, stability and technical support. He said that Blue-Hill has plans to expand the bus fleet strength with new routes, which are decided based on a dedicated study, including considerations on passenger flow, route traffic, road conditions and the economic importance of the destinations.
Based on his vast experience, Mr. Robin Dutta, MD, said: “Planning of a route is a part of the strategy that started with the birth of Blue-Hill. In the north-east, with the frequent change of the political and economic climate, along with the devastating floods, we are on the constant look-out for threats and opportunities. Our routes are determined by the economic demands and viabilities.”
Terming the role of drivers and crew members as an integral part of the sustainable services, the MD said: “We conduct bus-crew training procedures in intervals of every 6 months, where we focus on maintaining good etiquettes and manners with on-board passengers, proper crew dressing, safe driving and co-operating with the passenger during travelling with respect to pick-up and drop and other requirements. We have also been active in addressing passenger queries and complaints. Blue-Hill Travels always ensures that passengers have access to the direct phone line. We always encourage our passengers to drop a mail with their feedback and suggestions. We often make courtesy calls to our passengers on behalf of the company. We also have constituted a special customer-service cell, which deals with customer queries. Our network of counters all across the region along with the head-office caters to passenger grievances and appeals. We keep a track of our drivers, regarding passenger suggestions en-route, which gives us insights into real-time issues and probabilities on improving and making our fleet services better for convenience of the travelling passenger.”
On an optimistic note, Mr. Hrishikesh felt that, services apart, the company has been concentrating on its strongholds – as the USPs to propel its growth and development. The operator feels that its luxurious semi-sleeper seating layouts, clean vehicles, safe driving initiatives and punctual services have been the positive indications of its sustainable services. “As I mention challenges, as a bus fleet operator in the North-East, we are prone to poor road infrastructure, which becomes hurdles to maintain our buses in an optimum running condition. Natural calamities like flood and landslides hamper our operations during monsoons. We do run our services under an outdated bus passenger fare structure, which affects growth in revenue. We have been suffering with an unsystematic issue of bus permits to account for our owes. In preview of our problems, I personally feel for a need of a proper ecosystem, wherein we can pave our development process under a strict protocol, and follow mandatory guidelines, which I believe will certainly uplift our bus fleet operator business as a whole”, added Mr. Hrishikesh.
Counting an upper hand on surface transport over rail and air connectivity in the region, the MD felt that north-east India still has the avenue for road transportation as some routes are still not easily accessible by rail or road. He added: “There is a flow of road traffic to certain pockets wherein our coaches cross by and which may be out of reach of both rail and air connectivity.”
Explaining his take on premium buses in the region, Mr. Hrishikesh shared: “We, at Blue-Hill Travels, do have plans of future expansion with better luxurious coaches in the premiere range provided the road infrastructure in the region improves and is at par with the better standards for comfortable and safe bus ride.”
Stating that the formation of the Bus Operators Confederation of India (BOCI) as a pan-India platform for all private bus fleet operators, Mr. Hrishikesh observed that getting associated with such a forum will necessarily help to get acquainted and learn about the better practices followed by operators throughout India.
Expressing his views on the scope of development of tourism in Assam and the north-east, Mr. Robin Dutta said: “Blue-Hill Travels not only started as the first bus transport company but it was the first tourism company in the region. My role as the founder of the company, laid on emphasis to bring the North-East region to spotlight in India and Abroad by promoting tourism and the immense potential that North-East has.”
Concluding on a positive note, the MD focussed on the possibilities of a bright future for Blue-Hill Travels in contribution towards a developed Assam and North-East. He finally remarked, “I am optimistic that with the advent of Information Technology and Blue-Hill Travels taking a step ahead with its online services soon, we will see a developed bus transport sector here in this region, with our intact deep rooted company values of dedicated passenger services for development and progress of Assam and North-East India”.