Reimagining travel with streamlined visas and community empowerment

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

Founded in 2001 with a bold vision to overhaul howpeople apply for visas, this company had a simple yet transformative aim: tosimplify and streamline a process and customer experience that was unable tocope with a surge in demand. By extending service hours, setting up multipleVisa Application Centres (VACs) in user-friendly locations, and introducingtech-driven solutions, VFS Global did far more than just expedite paperwork—itreimagined the entire concept of visa processing. Over the years, it grew froma modest operation into a global powerhouse, serving 69 client governmentsacross 158 countries and helping millions of people embark on internationaljourneys with greater ease.

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

Making visa services more accessible

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

The organisation’s answer involved groundbreakingshifts: Visa Application Centres with longer hours, digital tools that enableapplicants to avoid unnecessary travel, and simplified procedures that freeembassies and consulates to focus on decision-making rather than administrativetasks.

According to Zubin Karkaria, Founder and ChiefExecutive Officer, VFS Global Group, “We recognised the need for atransformation of the visa application process to support governments inmanaging the huge increase in demand for visas and simultaneously making thevisa application experience much easier for potential travellers. Maintainingthe highest levels of security and process integrity were critical, but at thesame time easing the experience for applicants was also important.”

Advancing cross-border mobility

By rethinking how people apply for visas, VFS Globalhas played a pivotal role in broadening the horizons of global travel. Gone arethe days when applicants were forced to visit a specific city within a narrowtimeframe. Now, multiple Visa Application Centres (VACs) typically operate for6–8 hours a day, enhancing the overall visa application experience forcountless would-be travellers. With a presence in 158 countries having 3,600application centres assisting 69 client governments, VFS Global’s approach hasundeniably boosted cross-border interactions—be it for commerce, highereducation, or simple wanderlust.

Looking ahead, the World Travel & Tourism Council(WTTC) projects that in 2025 travel and tourism is expected to contribute anall-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 thelinchpin for this growth, encouraging business travellers, tourists andstudents to move freely across international borders.  As VFS Global refines and scales its services,it effectively fuels global mobility—whether by modern, applicant-friendlycentres or digital e-visa platforms with which it has served over 12 countries,including a recent mandate for Indonesian e-visas covering 97 nationalities andproviding Brazilian e-visa services to USA, Canada and Australia.

Recently, VFS Global opened the world’s largest VisaApplication 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 globalmobility hub and VFS Global’s unwavering commitment to customer-centricinnovation.

Supportingpandemic recovery

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

Embracing technology and innovation

At the heart of VFS Global’s long-term strategy is adeep commitment to innovation. Over the last 12 years, the company hasintroduced more than 16 digital solutions aimed at making the visa journey bothsecure and user-friendly. Whether through AI-powered chatbots that handlecustomer inquiries around the clock or the LIDPro™ system, which enables remoteprocessing of visa applications, these initiatives embody a forward-lookingmindset. The goal is not just to reduce queues and paperwork, but to revolutionisehow people envision cross-border travel in the digital age.

A prime example of this innovation is the mobilebiometric solution—the Visa At Your Doorstep service that brings the visaapplication process to one’s doorstep, saving applicants the inconvenience oflengthy travel to application centres. By merging tech-savvy processes withpractical on-the-ground strategies, VFS Global has helped shape a moreinclusive global travel environment, where convenience and security coexist. Itcurrently offers this service to Schengen missions and the UK.

Data protection and security

However, alongside convenience, data protectionremains a critical focus. Handling personal and sensitive information on behalfof 69 governments requires strict adherence to security best practices. VFSGlobal meets and often exceeds stringent data privacy regulations, such asGDPR—an area where it was among the first 15% of companies globally to achievecompliance even before the law’s official enforcement in 2018.

Additionally, the company follows globally recognisedcertifications, including ISO 27001:2013, UK Cyber Essentials Plus, Spain’sNational Cybersecurity Framework, and Germany’s IT Grundschutz. More recently,it obtained ISO/IEC 27701:2019 certification from TUV SUD, reinforcing itscommitment to a robust Privacy Information Management System (PIMS). Thesemeticulous standards and significant investments in cybersecurityinfrastructure underscore VFS Global’s role as a responsible manager of highlysensitive data. The aim is to ensure not only seamless cross-border travel, butalso unwavering trust in the protection of each applicant’s personal details.

Moving into citizen services

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

To accelerate its journeyinto citizen services, it acquired CiX Citizen Experience, a Brazilian companythat is a leading provider of integrated digital and physical citizen services. This acquisition will expand its Citizen Services business, enabling itto support governments worldwide in their efforts to digitise and enhancecitizen services by providing them with advanced solutions and seamless, secureservice delivery.

Putting people first:Empowering employees

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

One standout example is the One Hub Well-beingprogramme, designed to support global staff in both their mental and physicalhealth. Far from just a corporate buzzword, this programme offers resources andcounselling to help employees maintain work–life balance and personal growth.Meanwhile, video-based training modules and AI-powered learning ensure thatstaff can upgrade their skills anytime, anywhere. Leadership developmentprogrammes take promising individuals and mentor them toward managerial andleadership excellence, emphasising personal growth alongside organisationalneeds.

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

Partnering with governments to build localtalent

This People First approach extends well beyond VFSGlobal’s internal team. Around the world, the organisation collaborates withvarious governments to nurture local talent and expand employmentopportunities—particularly for young people. In Saudi Arabia, for instance, VFSGlobal lends its expertise to the Tourism Trailblazers programme, an initiativetraining thousands of young Saudis in essential hospitality skills. VFS Globalalso runs the Future Leaders Program, which aims to identify and mentor high-potentialSaudi nationals. In the past two years, more than 30 employees have benefittedfrom this programme.

Elsewhere, in the UAE—VFS Global’s regionalheadquarters—the focus on supporting Emirati youth aligns with the government’sbroader vision for diversity, equity, and inclusion in the workforce. InVietnam, a partnership with VinUniversity gives students an edge inemployability, while in India, the organisation works alongside the NationalSkill Development Corporation (NSDC) to bolster local skills in the travel andhospitality sectors. The establishment of the VFS Global Academy in 2022further cements this commitment. With centres in India located in Mumbai,Lucknow, Ekta Nagar, Deoghar, Jaipur, and Varanasi, and internationally inSaudi Arabia and the UAE, the academy offers hands-on training courses that aimto 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 inactive collaboration with local communities. Operating in 158 countries, thecompany partners extensively with local and often small or medium-sizedenterprises—many of them women-owned or operated. This strategic approachserves multiple purposes: it bolsters local economies, diversifies supplychains, and contributes to inclusive growth.

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

Working withtravel SMEs in India

This collaborative approach has led VFS Global to workclosely with travel associations in India, such as the Travel AgentsAssociation of India and the Travel Agents Federation of India, both of whichrepresent the broader SME sector in the country. The company conducts workshopsand online training sessions and has introduced a referral programme thatenables these partners to earn additional income by promoting its Value-AddedServices.

A vision for inclusive growth

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

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

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

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