Reimagining travel with streamlined visas and community empowerment

As global travel soared to unprecedented levels, the need for a more seamless visa experience became clear.  To keep pace with this demand, VFS Global stepped in, not just as a service provider but as a trusted partner assisting governments in managing rising volumes while upholding the highest standards of security and efficiency.

Founded in 2001 with a bold vision to overhaul how people apply for visas, this company had a simple yet transformative aim: to simplify and streamline a process and customer experience that was unable to cope with a surge in demand. By extending service hours, setting up multiple Visa Application Centres (VACs) in user-friendly locations, and introducing tech-driven solutions, VFS Global did far more than just expedite paperwork—it reimagined the entire concept of visa processing. Over the years, it grew from a modest operation into a global powerhouse, serving 69 client governments across 158 countries and helping millions of people embark on international journeys with greater ease.

Yet, the story doesn’t stop at efficient visa processing. From its earliest days, VFS Global has placed strong emphasis on the communities where it operates. Whether it’s through supporting local suppliers, nurturing homegrown talent, or creating skill-development programmes, the organisation’s impact goes well beyond the visa counter. In fact, the ethos of investing in people and places—employees, local businesses, and government partners alike—forms the foundation of the company’s identity and is part of its journey to become a market leader in global mobility solutions.

Making visa services more accessible

Sensing the need to make the visa application process secure and seamless it worked closely with the governments to bring about a transformational change.  

The organisation’s answer involved groundbreaking shifts: Visa Application Centres with longer hours, digital tools that enable applicants to avoid unnecessary travel, and simplified procedures that free embassies and consulates to focus on decision-making rather than administrative tasks.

According to Zubin Karkaria, Founder and Chief Executive Officer, VFS Global Group, “We recognised the need for a transformation of the visa application process to support governments in managing the huge increase in demand for visas and simultaneously making the visa application experience much easier for potential travellers. Maintaining the highest levels of security and process integrity were critical, but at the same time easing the experience for applicants was also important.”

Advancing cross-border mobility

By rethinking how people apply for visas, VFS Global has played a pivotal role in broadening the horizons of global travel. Gone are the days when applicants were forced to visit a specific city within a narrow timeframe. Now, multiple Visa Application Centres (VACs) typically operate for 6–8 hours a day, enhancing the overall visa application experience for countless would-be travellers. With a presence in 158 countries having 3,600 application centres assisting 69 client governments, VFS Global’s approach has undeniably boosted cross-border interactions—be it for commerce, higher education, or simple wanderlust.

Looking ahead, the World Travel & Tourism Council (WTTC) projects that in 2025 travel and tourism is expected to contribute an all-time high of US $11.7 trillion to the global economy, accounting for 10.3% of global GDP.

A robust, user-friendly visa process serves as the linchpin for this growth, encouraging business travellers, tourists and students to move freely across international borders. As VFS Global refines and scales its services, it effectively fuels global mobility—whether by modern, applicant-friendly centres or digital e-visa platforms with which it has served over 12 countries, including a recent mandate for Indonesian e-visas covering 97 nationalities and providing Brazilian e-visa services to USA, Canada and Australia.  

Recently, VFS Global opened the world’s largest Visa Application Centre in the heart of Dubai’s Wafi City. Built for speed, scale, and sophistication, the new centre reflects Dubai’s rising stature as a global mobility hub and VFS Global’s unwavering commitment to customer-centric innovation.

Supporting pandemic recovery

The importance of VFS Global’s work became even clearer during and after the COVID-19 pandemic. With tourism grinding to a near halt and economies suffering, nations needed swift and efficient strategies to reopen their borders safely and attract visitors again. VFS Global responded by opening more than 1,600 Visa Application Centres across 129 countries by December 2020—a remarkable feat that gave travel-dependent regions a head start in welcoming back international guests. By early 2022, when borders began to open more widely, visa applications surged by over 100% compared to the previous year—often referred to as “revenge travel.” These numbers reflected how vital streamlined visa services are to global economic rejuvenation, as well as personal and professional connections across continents.

Embracing technology and innovation

At the heart of VFS Global’s long-term strategy is a deep commitment to innovation. Over the last 12 years, the company has introduced more than 16 digital solutions aimed at making the visa journey both secure and user-friendly. Whether through AI-powered chatbots that handle customer inquiries around the clock or the LIDPro™ system, which enables remote processing of visa applications, these initiatives embody a forward-looking mindset. The goal is not just to reduce queues and paperwork, but to revolutionise how people envision cross-border travel in the digital age.

A prime example of this innovation is the mobile biometric solution—the Visa At Your Doorstep service that brings the visa application process to one’s doorstep, saving applicants the inconvenience of lengthy travel to application centres. By merging tech-savvy processes with practical on-the-ground strategies, VFS Global has helped shape a more inclusive global travel environment, where convenience and security coexist. It currently offers this service to Schengen missions and the UK.

Data protection and security

However, alongside convenience, data protection remains a critical focus. Handling personal and sensitive information on behalf of 69 governments requires strict adherence to security best practices. VFS Global meets and often exceeds stringent data privacy regulations, such as GDPR—an area where it was among the first 15% of companies globally to achieve compliance even before the law’s official enforcement in 2018.

Additionally, the company follows globally recognised certifications, including ISO 27001:2013, UK Cyber Essentials Plus, Spain’s National Cybersecurity Framework, and Germany’s IT Grundschutz. More recently, it obtained ISO/IEC 27701:2019 certification from TUV SUD, reinforcing its commitment to a robust Privacy Information Management System (PIMS). These meticulous standards and significant investments in cybersecurity infrastructure underscore VFS Global’s role as a responsible manager of highly sensitive data. The aim is to ensure not only seamless cross-border travel, but also unwavering trust in the protection of each applicant’s personal details.

Moving into citizen services

As a leader in consular and visa services, VFS Global is also keen on establishing its footprint in citizen services, as governments worldwide are focused on enhancing citizens' experiences when they provide services such as driving licences, passports, or national IDs.  

To accelerate its journey into citizen services, it acquired CiX Citizen Experience, a Brazilian company that is a leading provider of integrated digital and physical citizen services. This acquisition will expand its Citizen Services business, enabling it to support governments worldwide in their efforts to digitise and enhance citizen services by providing them with advanced solutions and seamless, secure service delivery.

Putting people first: Empowering employees

Innovation in visa services is only part of VFS Global’s success story. Equally important is the company’s focus on its own people. Recognising that progress often starts from within, VFS Global has long invested in best practices for recruiting, training, and engaging its staff. In the wake of the COVID-19 pandemic, for instance, the organisation introduced an array of digital tools, flexible hiring policies, and modern learning platforms that cater to employees’ evolving needs.

One standout example is the One Hub Well-being programme, designed to support global staff in both their mental and physical health. Far from just a corporate buzzword, this programme offers resources and counselling to help employees maintain work–life balance and personal growth. Meanwhile, video-based training modules and AI-powered learning ensure that staff can upgrade their skills anytime, anywhere. Leadership development programmes take promising individuals and mentor them toward managerial and leadership excellence, emphasising personal growth alongside organisational needs.

These dedicated efforts haven’t gone unnoticed. The Management Development Programme (MDP) of the company, for example, garnered a Gold Award from the Brandon Hall Group for ‘Best Association Professional Development Program.’ Beyond accolades, the real impact is seen in VFS Global’s recognition as a Great Place to Work® in China, India, the Philippines, Saudi Arabia, USA and the UAE—testimony to a corporate culture that values its people as much as its bottom line.

Partnering with governments to build local talent

This People First approach extends well beyond VFS Global’s internal team. Around the world, the organisation collaborates with various governments to nurture local talent and expand employment opportunities—particularly for young people. In Saudi Arabia, for instance, VFS Global lends its expertise to the Tourism Trailblazers programme, an initiative training thousands of young Saudis in essential hospitality skills. VFS Global also runs the Future Leaders Program, which aims to identify and mentor high-potential Saudi nationals. In the past two years, more than 30 employees have benefitted from this programme.

Elsewhere, in the UAE—VFS Global’s regional headquarters—the focus on supporting Emirati youth aligns with the government’s broader vision for diversity, equity, and inclusion in the workforce. In Vietnam, a partnership with VinUniversity gives students an edge in employability, while in India, the organisation works alongside the National Skill Development Corporation (NSDC) to bolster local skills in the travel and hospitality sectors. The establishment of the VFS Global Academy in 2022 further cements this commitment. With centres in India located in Mumbai, Lucknow, Ekta Nagar, Deoghar, Jaipur, and Varanasi, and internationally in Saudi Arabia and the UAE, the academy offers hands-on training courses that aim to bridge the gap between academic learning and real-world industry needs. Further expansion is planned for London, Beijing, and Zanzibar.

Working with small and medium enterprises

Another key element of VFS Global’s ethos lies in active collaboration with local communities. Operating in 158 countries, the company partners extensively with local and often small or medium-sized enterprises—many of them women-owned or operated. This strategic approach serves multiple purposes: it bolsters local economies, diversifies supply chains, and contributes to inclusive growth.

VFS Global is creating a dynamic platform to engage stakeholders, amplify its key messages alongside those of its client governments, and visibly demonstrate its support for SMEs. The company plans to deliver targeted masterclasses on visa compliance to enhance accuracy and process integrity. Through structured dialogue, it aims to develop tailored, SME-focused services. By consolidating demand—such as through its Visa At Your Doorstep services—VFS Global will help SMEs access cost-effective, scalable solutions on par with those available to larger players.

Working with travel SMEs in India

This collaborative approach has led VFS Global to work closely with travel associations in India, such as the Travel Agents Association of India and the Travel Agents Federation of India, both of which represent the broader SME sector in the country. The company conducts workshops and online training sessions and has introduced a referral programme that enables these partners to earn additional income by promoting its Value-Added Services.

A vision for inclusive growth

What started as a straightforward idea to improve the visa application experience has evolved into a multi-pronged mission that touches everything from technology and data protection to employee well-being and community empowerment. As the world becomes ever more interconnected, the need to combine innovation with social responsibility takes centre stage. VFS Global’s story, therefore, is more than just the tale of streamlined queues and faster application times—though those are certainly a major achievement.

By blending cutting-edge technology with a commitment to uplifting local economies and enabling people from all walks of life, VFS Global has fundamentally altered how we approach the concept of cross-border travel. Every newly opened Visa Application Centre, every small business in its vendor network, and every young professional trained in a skill-development programme contribute to a broader vision of inclusive and long-lasting growth. It’s a vision that transcends paperwork and queues, reminding us that travel is often a gateway to understanding, collaboration, and shared prosperity.

In a world where global mobility is both an opportunity and a challenge, VFS Global stands as a clear example of how to turn obstacles into pathways—one streamlined visa at a time.

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