Directorate of Distance Education

Swami Vivekanand Subharti

University Meerut

MASTER IN BUSINESS
ADMINISTRATION

Academic Year: 2018-19

Submitted in Partial Fulfilment of the
Requirement for the Award of the Degree of
MASTER IN BUSINESS ADMINISTRATION

SUBMITTED BY
BHANU MISHRA

ACADEMIC YEAR 2018-19

MARKETING MANAGEMENT
ABSTRACT:- The objective of the case is to
tell a tale of OYO room as objectively as possible from the
perspective of a

‘situation case’. An effort has been to provide a sufficiently

large pool of information, required to analyze the reasons

behind present success of OYO rooms in particular and an

Indian enterpreneual pattern emerging out of the innovative

use of technology and marketing principals, in general.

The case brings the success story of Ritesh

Aggarwal about how he used hospitality idea and initiated

budgeted hotels arousing lot of investment in this segment.

The attention of investors has prompted for tourism and

hospitality.

Government in action is also concentrated on

“Make in India” which means that entrepreneurs like Ritesh

Aggarwal shall be promoted and supported. There is a need

to create comfort zone for young minds so that they come

forward as successful businessmen thereby leading to

country’s economic growth.
 CERTIFICATE OF ORIGINALITY

This is to certify that the project titled “RESEARCH, STUDY AND ANALYSIS ON
INTRODUCTION OF OYO ROOMS. Is an original work of the student and is being
submitted in partial fulfillment for the award of the Master’s Degree in Marketing

This report has not been submitted earlier either to the university or to any other
University/Institution for the fulfillment of the requirement of a course of study.
 DECLARATION

I hereby declare that project entitled “RESEARCH, STUDY AND ANALYSYIS ON

INTRODUCTION OF OYO ROOMS .Submitted for the MBA (Marketing)
Degree is my original work and the project has not formed the basis for the award of any Degree,
Associateship, Fellowship or any other similar titles
I further declare that the information has been tapped from the primary and secondary sources of
information which have been properly accorded.
 ACKNOWLEDGEMENT

I wish to thank professor E.R KHAN for his encouragement and support throughout the
project it is due to his best efforts and continuous guidance and that I was able to prepare this
project.

I would like to thank coordinator professor ANURAG PANDEY for his constant support in the
process of making the project.

I would also like to thank the Concept Institute to give me this opportunity to explore the
valuable information related to this project.
 CONTENT

SR. CHAPTERS PAGE

NO NO.

1 INTRODUCTION-AVIATION HISTORY 3

2 OBJECTIVE,SCOPE,METHDOLOGY,LIMITATION 8

3 INTERNATINAL AIRLINES 9

4 INTERNATINAL TRAVEL ORGANIZATION 13

5 TRAVEL TERMINOLOGY 18

6 TRAVEL FORMALITIES 22

7 RESERVATION 31

8 COMPERATIVE STUDY 34

9 CONCLUSION 41

10 BIBLIOGRAPHY 42

6
INTERNATIONAL TRAVEL AND TICKETING

7
 CHAPTER-1

INTRODUCTION - AVIATION HISTORY

In every ancient time, there were very few options for people who wanted to go from
one place to another. If they were travelling on land, they had to walk or run or if they
had to cross a water body, they had to swim.

The domestication of animals made things easier. They were used to carry loads as
well as people.

The history of aviation began on Dec 17, 1903 near Kitty Hawk. On the day two
brother’s Orville and Wright who operated a bi-cycle shop in Dayton, Ohio made
world’s first successful airplane flight.

They had built there air plane after studying the writings of other aviation pioneers
and experimenting with gliders and kites & wind tunnels. They had themselves built an
aircraft named ‘’flyer’’, which was a biplane with a four cylinder gasoline engine. It
flew, landing safely on the sand 120 feet away.

The plane had been in the air only 12 seconds, but those were 12 seconds of history.
It was the first flight ‘’ in which a machine carrying a man had raised itself by its own
power in to the air in full flight, had sailed forward without reduction of speed, & had
finally landed at a point as high as that from which it started.’’

The wrights made 3 more flights that day, taking turns. On the last flight the flyer
covered 852 feet in 59 seconds. Wrights brother built another plane in 1904, flying it
over a 68 acre cow pastures near Dayton.

8
 In 1905 they built a third and better plane. On the 3rd October, they made record
breaking flight of 24.2 miles in 38 minutes. After that, afraid that their environment
might be stolen, they gave up flying for two and half years.

On January 13, 1908, Henri Forman won a prize of 50,000 francs for a circular flight
of almost one mile. That was the beginning of a great year of aviation, a year to be a
long remember.

In 1919, the first international commercial flight was introduced between London and
Paris. All through 1920’s and 1930’s there were improvements in engines, instruments,
and landing aids that made flying safer and comfortable.

9
High speed was the aim of most airplane designers during the 1930’s and 1940’s and
finally they produced planes without propellers that raced the sound of their own flight.
Meanwhile, a few other designers were working on a helicopter, a plane without wings,
for a different kind of flight.

These designers were not interested in high speed. Infect, they wanted to develop a
craft that could move at very low speeds and even hang motionless in the air. They also
wanted it to move straight up and down, fly forward, backward and sideways.

Thus by late 1930’s airplanes had become an important means of transportation. In the
1950’s engineers developed jet liners and air travel grew enormously. In 1960, the
world’s airlines carry about 100 million passengers.

10
In the early 1980’s they carried 700 million annually. The speed of the aero plane gave
travel new dimension. It is now possible to cross the Atlantic in 3 ½ hours by
‘’Concorde’’ (SST – supersonic transport).

 1952 – The first jet transportation of a schedule flight with the introduction of
the ill fated Havel and comet – I.
 1969 – Introduction of the first wide body jet, Boeing 747 – 100 for commercial
flight.
 1979- The first commercial flight at supersonic speed operated by Concorde
twice the speed of sound cruising at 2,200 km per hour (1,350 miles per
hour).

From the beginning, the technology and development of civil air craft were mainly
influenced by inventions of military origin and later on even space programmers; and
even today, production of civil air craft is a small percentage of the total when
compared with the number of military planes produced.

In the 21st century, the world look forward to the future, and what change would come,
in the ways of flights, as an everything else. It was a hard to imagine that there was a
time, when men could not fly and it was hard to believe that they once envied the birds,
and told tales of god’s devil moving across the sky.

And yet it was only in 1903 that the Wright brothers rose from the sands of Kitty Hawk
in their crude, clumsy craft. In less than sixty years man has learned to rule the air and
travel by plane, has become a common thing.
11
Now man-made satellites are circling the earth and the sun.

Jet and supersonic concords are covering continents in fewer and fewer hours. The air
transport industry has progressed tremendously since the day at Kitty Hawk in 1903,
and now represents the pre-eminent Long distance mover of people.

CHAPTER-2

OBJETIVES, SCOPE, METHODOLGY, LIMITATION

12
OBJECTIVE: - To study the Airlines and Ticketing procedure.

SCOPE: - The scope of this project is:-

 To assess future prospects of airline industry.

 To study the present scenario of airlines & new techniques in ticketing.

METHODOLOGY: -

Domestic as well as International airlines were surveyed. Airline staff & travelers were
interviewed. Data was collected from airline offices, from websites and from some
written materials.

LIMITATIONS: -

 Survey is restricted to only Ahmadabad and Bombay.

 While interviewing airline personnel exact information could not be received as
they it as business or trade secrets. Hence information gathered complied from
them cannot be trusted fully.

CHAPTER-3

INTERNATIONAL AIRLINES

13
 AIRLINES DESIGNATOR AIRLINE
CODE
CODE NOS.

Alitalia AZ 055

Aloha Airlines Inc. AQ 327

British Airways BA 125

British Midland BD 236

Barman Bangladesh Airlines BG 997

Royal Brunei Airlines BI 672

Air China CA 999

China Airlines CI 297

Cathay Pacific Airways CX 160

Continental Airlines Inc. CO 005

Cyprus Airways CY 048

Canadian Airlines International CP 018

Delta Airlines DL 006

Emirates EK 176

Aliened EK Democratic Yemen Airlines DY 607

DHL Airways (cargo) ER 423

Ethiopian Airlines ET 071

Tower Air FF 305

Air Pacific FJ 260

Garuda Indonesia GA 126

Gulf Air GF 072

Hawing Airlines HA 173

Air Seychelles HM 061

14
Iberia IB 075

Indian Airlines IC 058

Iran Air IR 096

Yemeni Yemen Airways IY 635

Span Air JK 680

Japan Airlines JL 131

Korean Air KE 180

KLM- Royal Dutch Airlines KL 074

Kenya Airways KQ 706

Kuwait Airways KU 229

Lufthansa LH 220

LOT- Polish Airlines LO 080

EI AI Israel Airlines LY 114

Malaysian Airlines MH 232

Air Mauritius MK 239

Egypt Air MS 077

(MEA) Middle East Airlines ME 076

Northwest Airlines NW 012

Air New Zealand NZ 086

All Nippon Airways co. ltd. NH 205

Olympic Airways OA 050

Czechoslovak Airlines OK 064

Croatia Airlines OU 831

Austrian Airlines OS 257

Pakistan International Airlines PK 214

15
Qantas Airways QF 081

Zambia Airways OZ 169

Qatar Airways Q7 157

Royal Nepal Airlines RA 285

Syrian Arab Airlines RB 070

Vary RG 042

Royal Jordanian RJ 512

Air Enrique RK 092

Air Rwanda RY 178

South African Airways SA 083

SAS – Scandinavian Airlines SK 117

Singapore Airlines SQ 618

Swiss Air SR 085

Aeroflot SU 555

Saudi Arabian Airlines SV 065

Sabena Belgian World Airlines SN 082

Air Namibia SW 047

Air Tanzania Corporation TC 197

Thai Airways International TG 217

Turkish Airlines TK 235

TAP Air Portugal TP 047

Trans World Airlines TW 015

United Airlines UA 016

Air Lanka UL 603

Air Zimbabwe UM 168

US Air US 037

16
Taiwan Airlines WG 710

Royal Tongan Airlines WR 971

Nigeria Airways WT 087

Oman Air WY 910

CHAPTER-4

INTERNATIONAL TRAVEL ORGANISATION

International travel and tourism organization

17
 The travel & tourism organization is very vast comprising of diverse fields
performing different functions.

Grouping all such sectors under the umbrella of organizations or associations

helps to focus on common issues and undertake activities to develop professionalism
and defend their interest against external forces.

International travel & tourism organization were thus worn to provide a

platform for discussion on common issues, lobby for industry causes and allow
members from different parts of the world to interact with each other and learn
something. Most of these organizations are into research, providing marketing services
and training schemes at low costs.

There are different organization depending whether they are formed by

parties sharing the same interest ( like airline or travel agent ) or geographical location,
or some other include specialist activities like incentive travel, education, sales &
marketing, ecotourism etc.

Organizations and associations allow people in similar lines of work to come

together and discuss issues related to industry and try upgrading their standards by
taking up issues with the government and other public bodies.

But these organizations have to insure that they work productively and
efficiently for the betterment of their members and fraternity.

IATA – INTERNATIONAL AIR TRANSPORT ASSOCIATION

18
 It is the world organization of scheduled airlines. Its members only carry the
bulk of the world’s scheduled air traffic under the flag of over 100 nations.

Originally IATA was founded in The Hague in august 1919 the primary
objective of making a transport more convenient and acceptable to customers.

Following the Chicago conference of 1944, the airlines

re-established IATA as the international air transport association. Thus, IATA was
founded by airlines in April, 1945 to help to meet the problems anticipated in the
expansion of civil air service after the Second World War.

AI MS AND OBJECTIVES : -

To promote safe, regular and economic air transport for the benefit of the peoples of
the world, to foster air commerce and to study the problems connected therewith;
19
 To provide means for collaboration among air transport enterprises engaged directly
or indirectly in international air transport services;

To cooperate with the International Civil Aviation Organization

(ICAO) and other international organizations.

UFTAA – UNIVERSAL FEDERATION TRAVEL ASSOCIATION

UFTTA was found in 1966 by the merger of the International Federation of Travel
Agencies and the Universal Organization of Travel Agent Association.

UFTTA membership is made up of National Travel Agents Association or Organization

from every country of the world, who represents about 32,000 travel agencies with over
half a million employees.

Full members of UFTAA are the national Travel Agent Association or Organization
members. Besides the full members, the secretary general of UFTTA may register
individually any travel agency which is : -

 A member of a National Association which is a member of UFTAA.

 A member of a National Association in a country which does not have an

UFTAA member located in a country where there is no National Association

20
 WTO - WORLD TOURSM ORGANIZATION

WTO was established on 2nd January 1975. It is an inter government body dealing
with all aspects of tourism.

It was originally known as IUOTO i.e. International Union of Official Travel

Organization, a non-government body to promote tourism for economic, social &
cultural advancement of the country.

Thus, IUOTO was transformed to WTO, to deal with tourism problem at

governmental level.

STRUCTURE OF ORGANIZATION

 General Assembly, which meets once in two years.

 Executive council, having one fifth of the members of general assembly, which
meets twice a year.

 Secretariat, an office headed by secretariat General.

The WTO adapted its status on 27th September, which is celebrated as “WORLD
TOURISM DAY”, and WTO sends out a theme message every year to tourism
organization all over the World.

21
 PATA – PACIFIC AREA TRAVEL ASSOCIATION

The main objective of this association is to safeguard and protect the interest of
member.

For this purpose the association keeps in constant touch with the government and
various other organizations connected with tourism promotion.

The registered office is in MUMBAI (BOM). It has 3 regional offices at Calcutta, Delhi
and Chan

Once a year they hold a conference at some places of India where they discuss their
problems connected with the industry.

CHAPTER – 5

TRAVEL TERMINOLOGY

Airline and Aviation Industry Terms and Terminology

22
 Airline Deregulation Act:

The 1978 US federal law that introduced fare and route competition. This law ended
U.S government regulation of airline routes and rates.

 Back –to- Back Ticketing:

This refers to a practice that is prohibited by airlines. This involves booking to round-
trip fares and Saturday- night stay- over, and using a portion of each ticket to
avoid a higher unrestricted fare. Airlines may deny Boarding for a traveler using such a
procedure.

 Bereavement Fare:

A discounted fair for a passenger in the event of a relative’s sickness or death. This is
only provided on showing medical proof.

 Bulkhead seat:
A seat directly behind a partition wall, often with more legroom.

 Change of Gauge/ Change of Equipment:

A single flight number is used by two aircraft (and either one or two airlines) on an
itinerary, it indicates a passenger must change airplanes.

 Code sharing:

A marketing practice in which two or more airlines share the same two
letter code used to identify carriers in the computer reservation systems.

 Computer Reservation System (CRS) :

A system for reserving seats on commercial flights electronically.

These are used as a travel-booking tool by travel agents.

 Connecting Flights:

A flight schedule requiring passengers to change aircraft and/or airlines at an

intermediate stop.
23
 Contract Carriage:

A useful resources for passengers requesting accommodation due to delayed and

cancelled flights. This to refers an airline’s written statement of passengers services,
field with the DOT as well as available at ticket offices and airport counters.

 Denied-Boarding Compensation:

Money, vouchers, or other compensation often given by airlines to passengers bumped

from an overbooked flight.

 Direct Flight:
A flight with one or more intermediate stops, but no change air craft.

 DOT:

U.S. Department of Transportation.

 E-Ticketing:

Process that offers electronic reservation rather than issuing paper tickets. E-Tickets can
make switching to a second airline more difficult.

 Federal Aviation Administration (FAA):

The government agency responsible for air safety and operation of the air traffic
control system. FAA also administers a program that provides grants from the airport
and airway trust fund for airport development.

 Frequent flier programs:

Airline marketing programs designed to win customer loyalty by giving them “points”
for each mile flown. Points can be cashed in later for free flights or upgrades in cabin
service or, in some instance, non-airline service or items.

 Hidden – City Ticketing:

A practice prohibited by airlines of booking a roundtrip fare with an intermediate stop,

and disembarking there to avoid a higher fare. Airlines may deny boarding for a traveler
using this procedure.

 Hub-and-spoke:

24
 An airline system at involves carrying passengers from origin cities to major
airport hubs, for connecting flights to their destination cities.

 Interline:
To travel on more than one airline with a single ticket; an agreement for airlines to
transfer baggage.

 Jet Bridge:

A passenger loading bridge offering protected access from the gate.

 Load Factor:

Percentage of occupied seats and cargo. This is a determining factor when assessing
booking or rebooking.

 Minimum Connecting Time:

The minimum time to allotted to arrive at and depart from the same airport on
connecting flights, as legally required for a reservation agent or travel agent booking
these flights. These times can vary.

 Narrow Body Aircraft:

Airplane with only one aisle in the passenger cabin. Examples include Boeing 727, 737,
and 757 & Airbus A319 and A320.

 Non-Stop flight:
A flight schedule with no intermediate stops.

 Open-jaw Ticket

A round trip itinerary in which you arrive in one city and depart from another, so that
the middle leg is traversed by rail, ship, or car.

 Pox:

Passenger / Passengers

 Point-to-point

25
 A route configured in a connect-the-dots pattern between cities, used by southwest
airlines and other airlines with limited fleet capacity.

CHAPTER-6

TRAVEL FORMALITIES

PASSPORT AND VISA

Document Required for Outbound Tour:

26
 Passport:

A passport is a travel document issued by a national government

that usually identifies the bearer as a national of the issuing state and requests that the
bearer be permitted to enter and pass through other countries.
Passports are connected with the right of legal protection abroad and the right to enter
one's country of nationality. Passports usually contain the holder's photograph,
signature, date of birth, nationality, and sometimes other means of individual
identification. Many countries are in the process of developing biometric properties
for their passports in order to further confirm that the person presenting the passport is
the legitimate holder.


Types of passport: 


1)- Ordinary Passports are the normal passports issued to most citizens and have
no special connotations

27
 .

2) - Diplomatic Passports are issued to diplomats and diplomatic representatives

of a home country, and other state employees according to the rules of a
particular country. Having a Diplomatic passport does not necessarily accord the
bearer diplomatic immunity. Some countries' visa requirements may have
different requirements for Diplomatic and non-Diplomatic passports.

3) - Official or Service Passports are issued to employees (or "Technical and

Administrative Staff Members") of a government traveling for work related
reasons who either do not qualify as Diplomats or are not entitled to Diplomatic
Status under the Vienna Convention.

28
4) - Special Passports are issued to high-ranking state officers and their
dependents as a means of officially guaranteeing their sustenance to have them
exempted from visa requirements.

5) - A collective passport may be issued, for example, for a school trip. All
children on the trip would be covered by the group passport for the duration of
the trip.

6) - Internal passports have been issued by some countries, as a means of

controlling the movement of the population. Examples include the imam in
Saudi Arabia, the Soviet internal passport system, and the hookup residency
registration system used in the People's Republic of China.

7) - Emergency or Temporary Passports are issued to persons whose original

passport has been lost or stolen and who need to urgently travel.

8) - Business Passports are passports with extra pages issued to frequent

travelers.

9) - Family Passports are passports that are not issued to individuals but to family
units.

29
Visa:



Visa is an authorized given by a state to a foreigner to enter its territory
for a designated period and for a special purpose. It is not equivalent to a passport and it
differs in as much as it is issued by the country to which or through which the visitor
will travel out not by the state of which he is a national.


Types of Visa:




0) - Tourist Visa

Is given for 6 months normally; rest specifically depends on the

country of residence. The applicant is required to produce / submit documents in
proof of his financial standing.

1) – Business

Visa is valid for one or more years up to 5 years with multiple entries.
A letter from a sponsoring organization indicating nature of business, probable
duration of stay, places and organization to be visited, incorporating therein a
guarantee to meet maintenance expenses, etc. should accompany the application.

3)-Student Visa

Are issued for the duration of the academic course of study or for
a period of five years whichever is less, on the basis of firm letters of admission
from universities / recognized colleges or educational institution in India. Change of
purpose and institutions are not permissible.

3)-Transit Visa

Are issued for a maximum period of 15 days with single / double

entry facilities to bona fide transit passengers only.

30
 4)-Visa to Missionaries

Are valid for single entry and duration as permitted by government of

India. A letter in triplicate from sponsoring organization indicating intended
destination in India, probable length of stay and nature of duties to be discharged
should be submitted along with guarantee for applicant’s maintenance while in
India.

5)-Journalist Visa

Are issued to professional journalists and photographers for visiting

India. The applicant are required to contact on arrival in New Delhi, the external
publicity division of the ministry of external affairs and in other places, the office of
the government of India’s Press Information bureaus.

6)-Conference Visa

Are issued for attending conferences / seminars / meeting in India. A

letter of invitation from the organizer of the conference is to be submitted along with
the visa application. Delegates coming to attend conference may combine tourism with
attending conferences.

7)-Employment Visa

Are issued to skilled and qualified professionals or person who are

engaged or appointed by the companies, organizations, economic undertakings a
technicians technical export, senior executives, etc. Applicants are required to submit
proof of contract / employment / engagement of foreigner nationals by the company
or organization. Initially granted for a period of one year, it can be extended in India
up to the period of contract.

8)-Collective Visa

The facility also exists for the issues of collective visas to group tours
consisting of not less than four members and sponsored by a travel agency recognized
by the government of India. Such groups may split into smaller groups for visiting
different places in India after obtaining a collective “license to travel” from the
immigration authorities in India. However, they must reassemble and depart as the
original group.

 Currency Regulation:

31
 There are no restrictions on the amount of foreign currency or travelers’
cherub a tourist may bring into India provided he makes a declaration in the Currency
Declaration Form given to him on arrival. This will enable him not only to exchange the
currency bought in, but also to take the unspent currency out of India on departure.
Cash, bank notes and travelers’ cherub up to US$ 1,000 or equivalent, need not be
declared at the time of entry.

Any money in the form of travelers’ cherub, drafts, bills, cherubs, etc. in convertible
currencies, which tourists wish to convert into Indian currency, should be exchanged
only through authorized money changers and banks that will issues an encashment
certificates that is required at the time of recon version of any unspent money into
foreign currency. Exchanging of foreign currency other than banks or authorized money
changers is an offense under Foreign Exchange Regulation Act 1973.

 Foreign Travel Tax:

Passengers embarking on journeys to any place outside India from a

customs airport/seaport will have to pay a foreign travel tax (FTT) of Rs. 500 and Rs.
150 o journey to Afghanistan, Bangladesh, Bhutan, Myanmar, Nepal, Pakistan,
Silence and Maldives. No tax is payable on journeys performed by ship from
Raeshwari to Talaimanar and in case of transit passengers, provided they do not leave
the customs barrier. Transit sea passengers leaving the ship for sightseeing, shopping
etc. during the ships’ call at any of the Indian ports will not be required to pay FTT.

32

EXEMPTION FROM REGISTRATION

Foreigners coming to India on tourist visa on 180 days or shorter period are
not required to register themselves with any authority in India. They can move about
freely in India, expect to restricted/protected areas and prohibited places. Nationals of
Bangladesh are exempted from registration up to six months. If their stay exceeds six
months, they have to register themselves. Individuals without nationality (stateless
persons; IRO refuges, persons receiving legal or political protection, holders of Nansen
passport etc.) should have valid passport, identify documents or sworn affidavits along
with the visa for which they should apply two months in advance. Pakistan nationals are
required to register themselves within 24 hours of their arrival with the nearest police
station. Those holding a long-term multiple entry visas do not require ‘Intended
Departure Clearance’ from the city office when leaving the country. Accredited
journalists are given the ‘Intended Departure Clearance’ at the airport family passport
issued by other governments are recognized without discrimination.

LANDING PERMIT FACILITY

Tourists may note the no Landing Permit Facility is available to any foreign
tourist landing without a visa. A limited facility exists only for group’s tours consisting of
four or more members and sponsored by a travel agency recognized by the Government
of India. Children of foreigners of Indian origin below the age of 12 may be granted a
landing permit by the immigration authorities up to a period of 90 days to see their
relatives, in case they happen to come without a visa.

TOURIST GROUPS

A tourists group arriving by air, ship or by a chartered or scheduled flight

may be granted a collective landing permit for a period of up to 30 days by the
immigration authorities on landing, provided the group is sponsored by a recognized
travel agency and a pre- drawn itinerary is presented along with details of passport etc. of
the members, and travel agency gives an undertaking to conduct the group together.

FORMALITIES

Arrival Formalities

If the visa, for stay in India, is for more than 180 days, a
Registration Certificate and Residential Permit should be obtained from the nearest
Foreigners’ Registration office within 15 days of arrival. All persons including Indian
nationals are required to fill in a Disembarkation Card, at the time of arrival. Four
photographs are also required for registration. The foreigners registered at Foreigners’
Registration Office are required to report change of their addresses.

Departure from India

All persons, expect nationals of Bhutan & Nepal, leaving by air, road or rail have to fill in
an Embarkation Card at the time of departure.

33
 CHAPTER-7

RESERVATION

INTRODUCTION:

Travel industry in recent years is now recognized as one of the largest

service industries in the world. Airlines ``and travel agents have to cope with increasing
demands from the holiday and business travelers and they have to provide the same
efficient and best services, as they need many years ago.

The travel industry like another industries and international business make
use of computerized reservation system to replace time and labour intensive manual work
in order to cope up with increased volume or demand and sophistication of at
transportation.

STANDARD RESERVATION PROCEDURE:

Many travel agents must still work without any help of the modern
electronic systems. For reservation they are using telex, fax or any other equipment to get
in contact with their suppliers. These procedures are in fact the results of what we can be
called the “code of reservation of ethics”.
On
The rules related to the standard reservation procedure are the same in
handling of manual and electronic reservation.

34
 All reservation must include flight numbers, class of service, date of
travel, departure and arrival times, reservation status for all segments names and initials
of passengers with their contact address/ telephone numbers and ticketing status.

Reservation of seats:

 Always adhere to standard reservation procedure.

 For the same passenger never make duplicate reservation.

 When confirmation of a reservation request for a group can’t be obtained,

never attempt to secure the space by requesting the required number of seats
in several individual transactions.

 Facilitate the handling of the reservation by always establishing the

itinerary, minimum connecting time, flight numbers etc., before contacting
airlines.

 Always attempt to definite contact address with the passenger and advice the
airlines accordingly. This is particularly important as it enables airlines to
better serve your customer when your office is closed.

Cancellation of seats:

 Whenever passenger cancels their reservation immediately released.

 If there is any changes in passengers itinerary, ensure that all space &
services no longer required are cancelled at the time new booking is
affected.

Flight Reservation:
35
 Travel agents can book flights either directly with the airlines over the telephone
by using computer reservation system. They can select and book flights by the following two
procedure:

 Check flight schedules by using

36
 CHAPTER-8

COMPERATIVE STUDY

SOTC

Established in 1949 with just five employees at an office in Cawasji Hormusji Street,
Mumbai, it has grown to become one of India’s largest travel companies. By the year
1968, the Company had moved to a much bigger office at Mint Road and was also counted as
one of the top ten travel agents in Mumbai, with a turnover touching Rs 25 million.

A major turning point came in 1976 when SOTC handled its first group tour to the US during
the bicentennial celebrations. Within three years, SOTC had taken about 500 passengers to
Europe, the US, Singapore and Japan. In 1981, came another breakthrough when SOTC Package
Tours began active advertising, with the first ad hitting the newspapers.

Between the years 1983 and 1995, SOTC grew by leaps and bounds. It moved to new premises
at Church gate, Mumbai, installed the first computer for sales and operations, and went through a
management metamorphosis with a complete restructuring of the business into autonomous
Strategic Business Units (Subs) with a state-of-the-art call centre. SOTC has been fulfilling the
travel needs of Indians for over five decades now. It continues to seek out new and exciting
destinations to offer to outbound travellers.

SOTC’s outbound business operations broadly encompass Packaged Group Tours for
Indians and Individual Holidays. SOTC World Famous Tours caters to those who seek comfort
in group travel. It is widely acknowledged to be the most successful package tour brand in India.
Recognizing the importance of language markets, SOTC also pioneered tours conducted in
Marathi and Gujarati under the SOTC brand extensions: SOTC BhramanMandal and SOTC
GurjarVishwadarshan.

SOTC Do-It-Yourself Holidays caters to seasoned individual travelers who want to see the
world at their own pace. And for domestic vacationers we have Holidays of India.

SOTC has been the pioneer in the development of organized leisure travel in India. With a sales
turnover of Rs 400 crores (2005), growing at 30% p.a., and a wide distribution network of 130
sales outlets and 3500 travel agents across India, it is more than double the size of the next
biggest competitor.

SOTC - India's Leading Outbound Tour operator.

SOTC is the Outbound Travel Division of Kuoni India and the country’s largest outbound tour
operator. World Famous Tours is the flagship brand of SOTC, which pioneered the designing
and marketing of escorted tours to cosmopolitan travelers in India. SOTC World Famous Tours
has escorted over 3,00,000 travelers across the globe, for more than 50 years to various
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destinations including Europe, Australia, New Zealand, USA, Africa, Mauritius, South Asia, and
the Far East. Being a 100% subsidiary of Kuoni Travel Holding, Switzerland – one of the worlds
largest travel companies - SOTC leverages the advantage of the buying power and travel services
to provide customers value-for-money packages. SOTC endeavors to bring alive customers
dream holiday. To begin with, SOTC ensures that customer’s family travel safe, sure and secure
with the finest Indian families.

SOTC has a wide distribution network of 130 sales outlets and 3500 travel agents across India to
retail our range of products and serve customers better.

SOTC – Voted the Best Outbound Tour Operator 2004, 2005 & 2006
SOTC has been voted the Best Outbound Tour Operator 2004, 2005 and 2006 in India by the
Galileo Express Travel & Tourism Awards Committee. The Galileo Express Travel & Tourism
awards have been designed to give recognition to the trade for outstanding achievements during
the year. The advisory board formulated the criteria for the award in consultation with the
renowned audit firm, Deloitte Touche Tohmatsu, which used both a subjective and objective
methodology that included a polling process. This award was based on various parameters of
judgment and took into consideration factors including revenue generated, operational efficiency,
perceived service levels, and the ability to retain and increase market share.

It is also significant to note that Kuoni India, the parent company of SOTC has won all the 3 top
awards in the travel operations category at the prestigious Galileo Express Travel and Tourism
awards for all its three core activities.

Kuoni was presented the highly prestigious World’s Leading Tour Operator 2006 award '
World's leading tour operator ' at WTM, London in November 2005. The World Travel awards,
which are bestowed for exceptional services in the travel sector, have evolved into one the
industry’s most important annual events over the past few years. The awards are voted on by
thousands of travel – sector specialist from over 80,000 agencies in more that 200 countries. And
winning one is clear confirmation of a company’s excellence within the travel sector.

1)-SOTC World Famous Tours

SOTC World Famous Tours is the flagship brand of SOTC, which pioneered the designing and
marketing of escorted tours for cosmopolitan travelers in India. SOTC World Famous Tours has
escorted over 3, 00,000 travelers across the globe for more than 30 years, to various destinations
including Europe, Australia, New Zealand, USA, Africa, Mauritius, South Asia, and the Far East
Being a 100% subsidiary of Kuoni Travel Holding, Switzerland - one of the world's largest travel
companies SOTC leverages the advantage of the buying power and travel services to provide
customers value for- money packages. SOTC has built a reputation that it lives up to its promise
to take Indians around the world, while making them feels completely at home, no matter where
they are.

2)-SOTC BhramanMandal

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In 2002, SOTC BhramanMandal was launched exclusively for Maharashtrian, to cater to their
specific needs and requirements. SOTC BhramanMandal offers 'All-inclusive' exciting package
tour options to Europe, Far East, Australia and New Zealand. While designing the tours, every
single need of the Maharashtrian is kept in mind - their culture, eating habits and likes and
dislikes.

Prominent features of SOTC BhramanMandal Europe and Australia tours are the Predeparture
meeting, Travel Kit and an experienced Marathi speaking Tour Manager who accompanies them
all the way from Mumbai to the destination and back. Within just five years of existence, SOTC
BhramanMandal has become a household name amongst the Maharashtra.

On 14th January in the year 2002, BhramanMandal was born. It was the auspicious day of
Sankranti. But more importantly, it was a moment of reckoning for Tourism.
As SOTC, India’s Greatest Packaged Tour Company launched BhramanMandal, a packaged
tour division exclusively to cater to the needs of Maharashtrians. While designing the tours,
every single need of Maharashtrian was kept in mind. Be it their eating habits or their likes and
dislikes, every aspect was taken into consideration. But it was the experience of traveling with
them, that was even more enriching, for both, the travelers and us.

Within just over a year of our existence, BhramanMandal has become a household name among
Maharashtrians. And this has been possible because of all of those fellow Maharashtrians who
chose to travel with us.

3)-SOTC Gurjar Vishwadarshan

SOTC Gurjar Vishwadarshan was launched especially for Gujarati community residing in India,
to cater to their needs of having a Pure Indian Vegetarian Meal with a Gujarati flavor, Gujarati
speaking tour manager at your service right from India to India and traveling with the finest
Gujarati families makes your holiday the most memorable and comfortable one. Gurjar
Vishwadarshan launched in the year 2004 received an overwhelming response from the
Gujarati's staying all over India. Since then it has been scaling heights year after year today in its
4th year of existence it has become a household name for Gujarati's and is fondly rembererd by
Gujarati holiday goers, this has been possible because of all of those fellow Gujarati's who chose
to travel with us. With the new positioning of our brand "Expect More" ....in Gujarati which
means "Apeksha Thi Vadhare" we assure our patrons that every time they can just expect more
with SOTC.

Gurjar Vishwadarshan is one of the business units of SOTC. SOTC has pioneered its position in
the packaged tour segment with its unparallel expertise devised over last 50 years. Being a 100%
subsidiary of Kuoni Travel Holding, Switzerland - one of the worlds largest travel companies -
SOTC leverages the advantage of the buying power and travel services to provide customers
value-for-money packages.

4) - SOTC Do-it-Yourself Holidays

SOTC Do-it-Yourself Holidays caters exclusively to the needs and requirements of the

39
discerning Free Individual Traveler. It offers a wide range of customized holidays that allows
individual travelers the freedom to define their preferences of the destination, length of stay and
pace of travel.
Following high-quality standards, SOTC Do-it- Yourself Holidays have ensured accommodation
at some of the world's finest hotels allowing for proximity to city centre attractions such as
shopping malls, pubs, cafes, restaurants and scenic delights. An individual traveler on SOTC Do-
it-Yourself Holidays has the option to explore all the attractions of a single city. Or focus on all
key cities of a particular country. They can even combine two to eight countries in their holiday,
depending on their tastes, time and budget.

5) - SOTC Holidays of India

SOTC Holidays of India has something for every kind of traveler - be it families, youth, students,
honeymooners, groups or individuals. SOTC Holidays of India offers packages that cover every
conceivable tour requirement - whether it is an extended vacation with the family, a paragliding
spree with friends or simply a rejuvenating weekend break. SOTC Holidays of India offers an
opportunity to visit and explore all the splendors of India through various categories of holiday
packages. SOTC Holidays of India has categorized all holiday packages into Standard, First and
Deluxe Class categories.
It also offers a wide range of customized holidays thereby giving individual travelers the
complete freedom and flexibility to define their preference of the destination, length of stay and
pace of travel.
SOTC Holidays of India has something for every kind of traveler - be it families, youth,
students, honeymooners - groups or individual. SOTC Holidays of India has a range of holiday
options namely: Classic Holidays of India, Fun-filled Beaches of India, Hill Stations & Quick
Getaways and Spiritual Retreats.

SOTC Holidays of India is a division of Kuoni Travel (India) Pvt. Ltd., India's Largest Travel
and Tourism Company. A market leader in its field, this division markets and operates foreign
holiday packages under the SOTC World Famous Tours brand in India and in the big NRI
markets of the Middle East, USA and UK. It currently operates from 120 sales points across
India and boasts of more than 250,000 loyal customers.

SOTC Holidays of India offers packages that cover every conceivable tour requirement; whether
it is an extended vacation with the family, a paragliding spree with friends or simply a
rejuvenating weekend break
SOTC Holidays of India offers you an opportunity to visit and explore all the splendors of India
through various categories of holiday packages
Classic Holidays of India are time tested popular attractions like Kashmir, Himachal, Rajasthan
and Kerala those have proved their ability to completely satisfy the traveler Fun-filled Beach
Holidays offers not just sun and sand but also cool lagoons, clear waters, corals, reefs and beach
resorts.
Hill Stations & Quick Getaways offer a break through a multitude of retreats at a short distance
from home.
Spiritual Retreats to Rediscover Your Soul provide excursions to various spiritual and hallowed
sites

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SOTC Holidays of India has categorized all holiday packages into Standard, First and Deluxe
Class categories.

COMPETITOR

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Cox & Kings is the longest established travel company in the world.
At present, the COX & KINGS group has offices in UK (2 offices), USA, Japan, Germany Italy,
Turkey, Pakistan and Nepal. In India, Cox & Kings has offices in Mumbai, New Delhi, Chennai,
Bangalore, Calcutta, Ahmedabad, Cochin, Hyderabad, Pune, Goa and Jaipur and one satellite
office in Andheri in Mumbai .

Thomas Cook is one of the world's leading international travel and financial services groups and
serves over 20 million customers a year. They provide services to customers at 4,500 locations in
more than 100 countries and employee over 20,000 people.
The Thomas Cook Holiday comes with a 150-year-old guarantee of eternally sunlit memories.
They couldn't expect any less from the people who invented travel for leisure. They offer the
world's most enjoyable holidays, to exotic destinations in India and abroad where everything is
taken care of from beginning to end.

Established in 1984, Kesari Tours is a premium travel company, which offers world-class
holidays in India and around the world. Kesari have perfected their tour itineraries to meet the
special needs of the Indian tourist abroad. The motto of organization is 'No compromise on
quality'.
At Kesari Tours, they have made a motto that if they make a promise to their customers, they
honor it. They believe in honest, transparent deals. No hidden costs and no compromise on
sightseeing. They strive for 100% satisfaction of tourists. The company enjoys an immense
goodwill. That's what they earned out of their beliefs.

A passion for Travel & a vision for creating innovative travel packages were the two driving
forces saw the beginning of a Travel Company in a very modest way in
Mumbai’s Masjid Bunder.

The tremendous success & satisfaction of their tours paved way for Raj to hold its banner high &
it continues to do so till date. They are proud to say that year after year they have improved on
the product, adding new destinations, new attractions, pro-active marketing, & building customer

42
confidence.

Latest Trends in Outbound Tourism

• Indian society is increasingly being driven by consumerism. Foreign holidays are becoming
more of an aspiration. As a result, the society-conscious Indian is making an international
holiday an essential part of his/her annual plan.

• As the average Indian’s spending power has gone up, so too has his interest in overseas travel
and the willingness to spend money the rise in disposable incomes has led to more families
opting for annual foreign holidays with a large number of international airlines entering the
Indian skies, there has been a rise in capacity. Air fares too have become more competitive,
thereby benefiting the customer.

• Over the last few years, there has been stability in tour prices and increase in value-added
offers such as ‘Holiday now, Pay later’, ‘Take your Partner Free’ Holiday
Vouchers, etc. So overall, a booming economy, affordable air fares, better connectivity,
increased seat capacities, and a prospering middleclass have together contributed to the large
number of holiday-seekers.

OUTBOUND TOURISM

Outbound tourism is growing at the rate of 25% touching 6.2 million in 2011-12 booking
increased to 30% compared to the corresponding period in the previous year Domestic tourism
has also witnessed an annual growth of 20% from 2011 to 2012.

POPULAR SEGMENTS

Two segments in domestic tourism which have been showing exceptional upward turn are
Medical tourism and adventure tourism. India is rapidly growing into a major health destination,
targeting one million additional medical tourists by 2010. These arrivals are expected to increase
foreign exchange up to Rs. 5000-10000 crore.
India has also become known for adventure tourism with the excellent facilities that it offers for
Water sports, Trekking, rock Climbing, mountaineering, Aero sports, Safaris, Motor Sports etc.
Two million tourists are participating in adventure tourism annually.

CHAPTER – 9

CONCLUSION

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 Aim of the project is to pay the specific interest to the customer satisfaction.

 Transportation progressed as civilization progressed.

 The most important development as this time was invention of airplanes.

Gradually the invention has turn up to be a boon in the industry as a mode of
transportation.

 The formulation of the abbreviation, ticketing formalities and the facilities are
formulated by the giant organization like IATA & UFTAA.

 Fares and ticketing formalities are formulated to the cheapest or at the reasonable
rates according to the customer’s requirements and his capacity to pay for it.

 This international units

i.e.:- IATA, UFTAA and ICAO ensure the promotion of safety of flights and the
development of all aspects of international civil Aeronautics.

 And finally to conclude with this module is to meet the demands for the
international travel including the standard conditions and other aspects

CHAPTER-10

BIBLIOGRAPHY

i. WW.INDIATRAVEL.COM

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ii. WWW.GOOGLE.COM

iii. WWW.INDIANAIRLINES.COM

iv. WWW.AIRSAHARA.NET

v. WWW.JETAIRWAYS.COM

vi. WWW.1BANANA.COM

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