PROJECT REPORT ON

“Study on Grievance and complaint

handling process by MakeMyTrip”

Name: Darshan Shah

Sem: 6
Roll. no: 32
 Introduction of the Industry
• An Online travel industry is a travel website that specializes in the sale of travel
products to consumers.

• Some agencies sell a variety of travel products including flights, hotels, car
rentals, cruises, activities, and packages.

• Other agencies, such as Expedia, Cox & kings, Travel guru, MakeMyTrip,
Goibibo, Yatra, Cleartrip, etc.

• In all cases, the travel agency has an agency agreement with tour or activity
suppliers to resell their products where the agency takes payment from the
consumer and pays net rates to the supplier.

• In the case of agencies that sell tours and activities, the consumer is issued
a voucher which they must present to the tour or activity supplier in order to
redeem the service.
 Introduction of company
• MakeMyTrip is an Indian online travel company founded in 2000.
Headquartered in Gurugram, Haryana.

• The company provides online travel services including flight tickets, domestic
and international holiday packages, hotel reservations, rail and bus tickets,
Homestays, myBiz for SME Travel, Cabs, Route Planner, Flight Status

• The company also operates through 51 retail stores across 47 cities in India,
along with offices in New York City.

• MakeMyTrip is one of the leading online travel agencies in India.

• MakeMyTrip promotional deals are categorized into three parts: Discounts

(only for app users), Hot deals and Last Minute Deals with an intention to grab
the immediate attention of the consumer.
 Literature Review
• Regarding system-driven online booking behavior, Klein et al. (2004) point out
that the current fragmented market structures, as well as product complexity, are
among the major impediments for online bookings. In addition, a trip requires a
portfolio of decisions on mutually constrained multiple components (Becken and
Gnoth, 2004; Tay et al., 1996, Hyde and Laesser, 2009). Those elements are
also associated with differences in travel behavior (Woodside and King, 2001;
Sirakaya and Woodside, 2005).

• Gianforte (2003) and Weber and Roehl (1999) point out, the characteristics of
the online source itself determine whether it is used for online bookings or not.
Such characteristics include ease of use, availability of support, availability of
information, credit card security, evaluation of product quality, and privacy issues
— all of which potentially impede customers from purchasing online.

• Regarding the situational characteristics of the traveler, a study by Hueng (2003)

found that travelers predominantly from Western countries with higher education
levels and higher annual household income are more likely to use the internet
for purchasing travel services (Hueng, 2003). They are also more likely to have
travel (and sometimes destination) experience, which also makes them
amenable to online bookings of travel purchases (Chen and Gursoy, 2000; Jun
et al, 2007).
• Another driver for internet purchases lies in the use of the internet as a tool for
information search. Bonn et al. (1999) and Susskind et al. (2003) demonstrate
how the use of the internet as an information source increases the likelihood of
purchases via that medium too.

• Internet is an increasing medium and has become an important sales channel

(Law & Bai, 2008). It is being used more and more for uncountable purposes.
Looking at online retail sales in the US alone 136 billion dollar was spent in
2007 which was an increase of 19% compared to the previous year (Scheleur
and Carol, 2008). Due to the rapid growth of the Internet we see a shift in field of
interest for businesses in every segment mainly to promote and sell their
product or service (Wallace et al., 2004). It provides marketers of businesses
with opportunities to influence consumers and their preferences to eventually
influence the purchase decision (Hauble & Murray, 2003).
 Problem statement
• India is a country where in a few days holiday, you can enjoy a lot .The
problem is that we although having many websites but they offer different
kind of services .

• The customers are enjoying a lot but there is a lack of relationship between
travel agency and customers and hence we are establishing that
relationship by caring and serving all customers in the same manner that we
wish to be served.

• There are several packages available in MakeMyTrip

website(makemytrip.com).

• In order to select the best package to certain destination, there is no

efficient recommendation system available.

• To overcome this problem, MakeMyTrip coming up with Travel Package

Recommendation System where you can select the best package.
 Objectives
• To know the awareness of the people about the Online Travel Services.

• To understand the problems faced by the people

• To know whether they trust online websites

• To know about how they book their holiday trip

• To know the number of holiday/vacation trips they plan in a year

• To know about customers view that at the time of booking they get any
offers

• To understand about what type of offers customers like.

 Data Analysis
Q-1 Do you use MakeMyTrip for your bookings?

Q-2 Have you ever taken holiday packages from MakeMyTrip?

Q-3 Do you trust in online websites for your holiday planning?

Q-4 How do you book your holiday trip?

Q-5 On average how many holiday/vacation trips do you plan in a year?

Q-6 Do you like to become a holiday ambassador?

Q-7 At the time of booking did you get any offer?

Q-8 What kind of offers do you like?

Q-9 Are you aware of the current plans that are there in MakeMyTrip.com?

Q-10 Overall how satisfied are you with MakeMyTrip?

 Findings
• Mostly people are not using MakeMyTrip for booking because they prefer to
go with other travel agency which is providing cheap packages.

• Majority of the respondents are not taken holiday packages from

MakeMyTrip because they might not aware about current discount offers or
updates about holiday packages.

• Most of the respondents that I met are prefer to book their holiday package
online because it is convenient and now a days there is so much discount
vouchers and offers which the customer can get if they book online and few
people are not booking their package online because yet they are not
having update or probably trust issues.

• Most of the respondents that I met are planning their trips according to their
travel budget, mood, and time.

• Majority of the respondents are not like to become a holiday ambassador,

because they are not aware about it.
• Majority of the respondents are got the offers at the time of booking,

• Customers want offers such as one night free, discount on hotels and
discount on meals according their choice, and time

• After the interpretation with the respondents that I met are not aware about
the current plans, because the main problem they have faced is that they
were not been provided with any updates whether through Email, SMS,
Newspapers.

• Most of the respondents that I met are satisfied with the MakeMyTrip, and
only few are dissatisfied because they have a trust issues
 Conclusion
• MakeMyTrip is truly unique company, which pioneered and changed the course of the
travel industry in the country. The ease of extending hassle-free ticketing and travel
bookings (transportation and hotel stay) to customers from the comfort of their
homes/offices without requiring to physically stand in stressful queues and endless
lines gave this company a pioneering edge in its line of business.

• To augment the company’s hard core business model, where employees may need to
work demanding and stressful conditions, the company seems to have taken
adequate care to form sound HR policies. The HR policies reflect, not only the focus
the company has, on the comfort and welfare aspects of their employees, but also
balances the same with a sound recognition and reward policy to motivate them,
adequately.

• The company also gives attention to environment and issues of corporate social
responsibility and, therefore, believes in operating as a sustainable business
enterprise with a view to serve the society, in a holistic manner. This is a truly
marvelous and dynamic business enterprise and reflects how strategic Human
Resource Management can be implemented to create business sustainability with the
help of people as drivers of organizational goal in a dynamic and challenging
business environment.
 Bibliography
www.google.com
https://in.reuters.com/finance/stocks/company-profile/MMYT.O
https://www.makemytrip.com/
https://www.makemytrip.com/about-us/company_profile.php
https://en.wikipedia.org/?title=Makemytrip&redirect=no
http://investors.makemytrip.com/investors/overview/default.aspx
http://www.businessstandard.com/article/companies/makemytrip-sees-big-growth-in-
corporate-travel-in-next-2-3-yrs-117090500870_1.html
https://economictimes.indiatimes.com/small-biz/startups/online-travel-agencies-like-
makemytrip-goibibo-yatra-blocked-oyo-zo-rooms-from-their-
websites/articleshow/49559966.cms
https://www.financialexpress.com/industry/makemytrip-leads-online-travel-
market/868169/
https://www.tnooz.com/article/makemytrip-targets-market-share-mobile-skyrockets-buys-
again/
https://economictimes.indiatimes.com/small-biz/startups/newsbuzz/we-didnt-want-to-
compromise-on-market-leadership-makemytrip-ceo-rajesh-
magow/articleshow/62423814.cms
https://hrcak.srce.hr/file/278881
https://docs.google.com/forms/d/1hY1tLl78fyXk216dkkIoUg2ODkwk68fNXjEvofd4Xpk/edi
t#response=ACYDBNgbkEt5y6fjTrXkECFWzyTteqkGbAB3oFfR1F1c1XeM2lhOYHG0
iPI6fVk