A STUDY ON IMPROVISATION OF

MUBEEN AIR TRAVELS BUSINESS

A Project Report submitted to Srinivas University in Partial Fulfilment of the

requirement for

The Award of Degree in

Master of Business Administration

By
Nabeel Sayed
Reg No: 2SU18MB804

Under the Guidance of

College of Management & Commerce,

City Campus, Srinivas University

SRINIVAS UNIVERSITY
Mukka, Mangalore - 574146
2019 – 2020
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 DECLARATION

I, Mr. Nabeel Sayedstudent of MBA, belonging to College of Management & Commerce,

Srinivas University, declare that this Project Report / Dissertation entitled “ASTUDY ON
IMPROVISATION OFMUBEEN AIR TRAVELS BUSINESS” is the result the of project /
dissertation work done by me under the supervision of Prof. Jayaprakash Kaleri, Associate
Professor at College of Management & Commerce, Srinivas University.

I am submitting this Project Report / Dissertation in partial fulfilment of the requirements for the
award of the degree of Master of Business Administration by the Srinivas University during
the academic year 2019 – 2020.

I declare that this project report has been tested for plagiarism, and has passed the plagiarism test
with the similarity score less than 25% and it satisfies the academic requirements in respect of
Project work prescribed for the said Degree.

I further declare that this project / dissertation report or any part of it has not been submitted for
award of any other Degree / Diploma of this University or any other University/ Institution.

(Signature of the candidate)

Date:

Certified that this project work submitted by Mr. Nabeel Sayed has been carried out under
guidance and the declaration made by the candidate is true to the best of my knowledge.

(Signature of Guide)
Date:

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 ACKNOWLEDGEMENT

The credit of making this study report a success goes to many individuals for their guidance &
help. Despite first & foremost I would like to thank the Almighty God for his blessing and giving
me the courage and good health to carry out the internship for a month’s period. I am thankful
to the college - College of Management & Commerce, Srinivas University for having given me
an opportunity to carry out my Winter Internship program for a period of one month as part of
my MBA curriculum.

I am very thankful to Dr. P.S Aithal, Vice Chancellor, College of Management & Commerce,
Srinivas University for giving me the opportunity of carrying out this Project Work.

I am very thankful to Dr.Shailashri V.T, Head of Department, College of Management &

Commerce, Srinivas University without whose assistance I would not have been able to get this
project at Mubeen Travels . Her contacts and valuable inputs during the internship period helped
me stick to Mubeen Travels and learn the concepts of the Advertising world.

I express my heartfelt gratitude to Mr Sanjay Kurdekar of Mubeen Travels for giving me an

opportunity to carry put an internship under her guidance at Mubeen Travels. I would also like to
thank the following Mubeen Travels employees –&other staff members of Mubeen Travels for
their direct and indirect support. Without their co-operation it would have been difficult for me to
have completed my organisation field study successfully.

My beloved parents and my friends have played an important act by giving me their support &
blessing at all times. Their encouragement has been a driving force to help me achieve my goal. I
gratefully acknowledge the support, encouragement & patience of all individuals who have spent
their valuable time with me for the success of this project.
Nabeel Sayed

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 TABLE OF CONTENTS

CHAPTE PARTICULARS PAGE

R NO
I INTRODUCTION 1-35
 Introduction
 Chapter Scheme
 Literature Review

II INDUSTRY PROFILE AND COMPANY 36-42

PROFILE
 Introduction to the industry
 Introduction to

III RESEARCH DESIGN AND METHODLOGY 43-44

 Research Design
 Research Gap
 Theoretical Framework
 Research Methodology
 Data Collection Method
IV DATA ANALYSIS & INTERPRETATION 45-68

V FINDINGS, RECOMMENDTAIONS AND 69-71

CONCLUSION
BIBLIOGRAPHY 72

ANNEXURE/APPENDIX 73
 Questionnaire

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5
 CHAPTER - 1 INTRODUCTION

1.1 INTRODUCTION TO TOURISIM:

Since the beginning of time humans have traveled. Food, water, safety or acquisitions of
resources (trade) were the early travel motivations. But the idea of travel for pleasure or
exploration soon emerged. Travel has always depended upon technology to provide the means or
mode of travel. The earliest travelers walked or rode domesticated animals. The invention of the
wheel and the sail provided new modes of transportation. Each improvement in technology
increased individuals' opportunities to travel. As roads were improved and governments
stabilized, interest in travel increased for education, sightseeing, and religious purposes. One of
the earliest travel guides was written by Pausanias, a Greek, which was a 10 volume Guide to
Greece, for Roman tourists in 170 A.D.

Tourism is a collection of activities, services and industries that delivers a travel experience,
including transportation, accommodations, eating and drinking establishments, retail shops,
entertainment businesses, activity facilities and other hospitality services provided for
individuals or groups traveling away from home. The World Tourism Organization (WTO)
claims that tourism is currently the world’s largest industry with annual revenues of over $3
trillion dollars. Tourism provides over six million jobs in the United States, making it the
country's largest employer.

 Definition of Tourism

Mathieson and Wall (1982) created a good working definition of tourism as,

"The temporary movement of people to destinations outside their normal places of work and
residence, the activities undertaken during their stay in those destinations, and the facilities
created to cater to their needs."

According to Macintosh and Goeldner (1986) tourism is,

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 "The sum of the phenomena and relationships arising from the interaction of tourists, business
suppliers, host governments and host communities in the process of attracting and hosting these
tourists and other visitors."

According to United Nation World Tourism Organization (UNWTO),

“Tourism is a social, cultural and economic phenomenon which entails the movement of people
to countries or places outside their usual environment for personal or business/professional
purposes.”

Based on the UNWTO definition on tourism, tourism could be categorized as:

•Domestic Tourism

Domestic tourism involves trips made by local residents within their own countries.

Example: An Indian, who lives in Patna, takes a business trip to Delhi.

• International Tourism

International Tourism involves trips between 2 countries. To a certain country, visits by

residents of that country to another country are her outbound tourism; visits to that country by
residents of another country are her inbound tourism.

Example: Trips between India and Japan. India as the point of origin/point of destination:

1. Visits made by India residents to Japan are India’s outbound tourism.

2. Visits made by Japanese to India are India’s inbound tourism.

 Definitions of “Tourist”

The International Conference on Travel and Tourism Statistics convened by the World Tourism
Organization (UNWTO) in Ottawa, Canada in 1991 reviewed, updated, and expanded on the
work of earlier international groups. The Ottawa Conference made some fundamental
recommendations on definitions of tourism, travelers, and tourists. The United Nations Statistical
Commission adopted UNWTO’s recommendations on tourism statistics on March 1993.

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1. Tourists: Visitors who spend at least one night in the country visited.

2. Crew members: Foreign air or ship crews docked or in lay over and who used the
accommodation establishments of the country visited.

3. Excursionists: Visitors who do not spend at least one night in the country visited although they
might visit the country during one day or more and return to their ship or train to sleep.

4. Cruise passengers: Normally included in excursionists. Separate classification of these visitors

is nevertheless preferable.

5. Day visitors: Visitors who come and leave the same day.

6. Crews: Crews who are not residents of the country visited and who stay in the country for the
day.

7. Members of armed forces: When they travel from their country of origin to the duty station
and vice versa.

8. Transit passengers: Who do not leave the transit area of the airport or the port in certain
countries, transit may involve a stay of one day or more. In this case they should be included in
the visitor statistics.

9. Purpose of visit: Main purposes of visit as defined by the Rome Conference (1963).

• Travelers

Any person who is taking a trip within or outside his/her own country of residence irrespective of
the purpose of travel, means of transport used, even though he/she may be travelling on foot.

• Tourist

A tourist is a person who travels to destinations outside his/her residence and working place, and
stays for at least 24 hours, for the purpose of leisure or business.

• Excursionist

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An excursionist is a person who temporarily visits a destination and stays for less than 24 hours,
for the purpose of leisure or business, but not for transit.

Examples:

1. A Canadian resident takes a short trip to the USA without staying overnight.

2. A Hong Kong resident goes to Shenzhen shopping without staying overnight.

Visitors

• International visitor

Any person who travels to a country other than that in which he/she has his/her usual residence
but outside his/her usual environment for a period not exceeding twelve months and whose main
purpose of visit is other than the exercise of an activity remunerated from within the country
visited.

• Domestic visitor

Any person residing in a country, who travels to a place within the country but outside his/her
usual environment for a period of not exceeding twelve months and whose main purpose of visit
is other than the exercise of an activity remunerated from within the place visited.

 Tourist (overnight visitor)

• International tourists

A visitor who visits another country and stays at least one night in a collective or private
accommodation in the country visited.

• Domestic tourists

A visitor who stays at least one night in a collective or private accommodation in the place
visited within his/her own country.

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Excursionist (same-day visitor or day tripper)

• International excursionist

A visitor who does not spend the night in a collective or private accommodation in the country
visited.

• Domestic excursionist

A visitor who does not spend the night in a collective or private accommodation in the place
visited within his/her own country

1.2 HISTORY OF TOURISM

Roman Empire Period

During the Roman Empire period (from about 27 BC to AD 476), travel developed for military,
trade and political reasons, as well as for communication of messages from the central
government to its distant territories. Travel was also necessary for the artisans and architects
“imported” to design and construct the great palaces and tombs. In ancient Greece, people
traveled to Olympic Games. Both the participants and spectators required accommodations and
food services. Wealthy Romans, in ancient times, traveled to seaside resorts in Greece and Egypt
for sightseeing purpose.

Middle Age Period

During the Middle Age (from about AD 500 to 1400), there was a growth of travel for religious
reasons. It had become an organized phenomenon for pilgrims to visit their “holy land”, such as
Muslims to Mecca, and Christians to Jerusalem and Rome.In the 16th century, the growth in

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England’s trade and commerce led to the rise of a new type of tourists - those traveled to broaden
their own experience and knowledge.

 17th Century

In the 17th century, the sons and daughters of the British aristocracy traveled throughout Europe
(such as Italy, Germany and France) for periods of time, usually 2 or 3 years, to improve their
knowledge. This was known as the Grand Tour, which became a necessary part of the training of
future administrators and political leaders.

 Industrial Revolution Period

The Industrial Revolution (from about AD 1750 to 1850) in Europe created the base for mass
tourism. This period turned most people away from basic agriculture into the town / factory and
urban way of life. As a result, there was a rapid growth of the wealth and education level of the
middle class, as well as an increase of leisure time and a demand for holiday tourism activities.
At that time, travel for health became important when the rich and fashionable Europeans began
to visit the spa towns (such as Bath in England and Baden - Baden in Germany) and seaside
resorts in England (such as Scarborough, Margate and Brighton).

 19thto20thCenturies

In the 19th and 20th centuries, the social and technological changes have had an immense impact
on tourism. Great advances in science and technology made possible the invention of rapid, safe
and relatively cheap forms of transport: the railways were invented in the 19th century and the
passenger aircraft in the 20th century. World War II (AD 1939-1945) was also the impetus for

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dramatic improvements in communication and air transportation, which made travel much easier
today than in earlier times.

 1980s

The 1980s were called the boom years. Business and leisure travel expanded very rapidly. The
baby-boomers were coming of age and had the money to spend. These Travelers were looking
for a variety of travel products from exciting vacation options such as adventure travel,
ecotourism and luxurious travel. There was not only a significant expansion in the travel market
but also in tourist destinations. The fall of the Berlin Wall in Germany in 1989 signified the
doom of communism in Europe. Countries such as Russia and the Czech Republic became new
tourist destinations both for vacation and business Travelers.

 1990s

The Aviation Industry was facing high operational costs, including wage, oil prices, handling fee
of Central Reservation System (CRS), landing charge of the air crafts and advertising fee etc.
During this decade, CRS also marched towards more sophisticated technology. It became
possible for agents to book a huge inventory of travel products, such as hotels, car rentals,
cruises, rail passes, and theatre tickets from the CRS. The introduction of “ticketless traveling”
(electronic ticket) brings benefits to the airlines by cutting the amount of paperwork and cost of
tickets. At the same time, passengers do not have to worry about carrying or losing tickets.
Although, electronic ticketing does not bypass the travel agents as intermediaries, it makes it
easier for the airline to deal directly with consumers. The advance in technology also allows the
airlines and other travel suppliers to sell directly to Travelers through the Internet and interactive
kiosks at airports. The kiosks at the airport usually sell hotel accommodation, transfer tickets
such as bus tickets between airport and downtown areas and coach tickets from one city to
another. Travelers can now log on to the Internet easily reach for travel information.

1.3 FORMS OF TOURISM

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Leisure / Holiday Tourism

Leisure/Holiday tourism can be divided into 2 forms:

1. Relaxation

2. Sightseeing

The destinations for relaxation tourism can be attractive scenery or sun, sea and sand. Examples
of these tourist destinations are the coasts, beaches, countryside and mountainous regions.

Sightseeing tourism includes the tourists who may travel around sightseeing and staying in
different places. The main reasons for sightseeing tourism are a desire for self-education and for
self-esteem. This kind of tourists takes a lot of photographs. Urban centers are their common
destinations, for example, Bangkok, Taipei, Seoul, etc.

1.4 Business Tourism

The business travelers may travel for various purposes, for example, trade, meeting, convention
and exhibition. Business people buy similar products as do other tourists. They would also spend
money on entertainment and recreation while they are at their destinations.

 The characteristics of business tourism are:

1. Business tourists frequently travel to destinations not usually seen as tourist destinations.
Cities such as London, Frankfurt, New York, Tokyo and Hong Kong are important destinations
for the business travelers.

2. Business travel is relatively price-inelastic; business people cannot be encouraged to travel

more frequently by the offer of lower prices, nor will an increase in price discourage them from
traveling.

3. Business travel is not greatly affected by seasonal factors such as variation in climate or
holidays.

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4. Business tourists take relatively short but frequent trips to major business destinations.

5. Business tourists may require different services, such as communication facilities or secretarial
service.

6. Business travelers expect, and generally receive, a higher standard of service. Much business
travel is first-class or business-class, and thus receives higher levels of service from the
suppliers, including the travel agencies.

Cultural Tourism

Cultural tourism is related to the transmission of knowledge and ideas of the destination area or
host community. As tourists are curious about different kinds of experiences and cultures in
various parts of the world, they travel to learn and experience the culture of a tourist destination.
This becomes the prime motivational force for their travel. This kind of tourist likes to visit
museums and attend musical, theatrical or folklore performances.

Eco-tourism

Tourists of this kind enjoy traveling to natural areas. They will minimize their impact on the
environment as well as protect the natural resources during their travel. Therefore, eco- tourism
is characterized as a force for conservation and preservation of nature. For eco- tourism, the
managing authority of wildlife areas (e.g. national parks) will spend most of the income from
tourists (e.g. entrance fees and donations, etc.) on the conservation work in the area. In some
areas, the authority may offer tour guides to educate tourists and modify their behavior so that
they will cause less impact on the environment.

Education Tourism

Students travel to overseas learning or training centers, such as universities, for short or vacation
courses. There is an increasing number of local study tours ranging from half-a- day to a week.
Study tour on board a cruise ship in Hong Kong.

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Religious Pilgrimage

People are motivated by their religious beliefs. The demand for this kind of tourism is quite
stable. The destinations of religious pilgrimages usually have a long tradition, such as Muslims
to Mecca and Christians to Jerusalem.

Health Tourism

Since the development of spas (mineral springs) in the 18th century, there have been visitors to
centers of medical treatment. The spas in the mainland of China and Japan are still popular
attractions in some tour programs.

Visiting Friends and Relatives (VFR)

Some tourists travel abroad because they want to visit their friends and relatives. It is sometimes
said that those visiting their friends or relatives (VFR) are not really tourists at all in the
conceptual sense. They do not usually buy accommodation or much food or drink or other
services at the destination; but they do consume food and beverages from the supermarkets used
by their hosts, and household consumption of other services (e.g. electricity, water) is increased
during their stay. Some of the VFR tourists' destinations may not be tourist attractions, but they
are the population centers where friends or relatives live. Tourists are therefore visiting “non-
tourist” areas. In Hong Kong, the popular VFR destinations are the mainland of China, Canada,
U.S.A. and Australia.

Sports Tourism

Many tourists travel for sports. They may:

1. Participate in sports, such as skiing or mountaineering.

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2 . Watch sports, such as attending the Olympic Games or World Cup Soccer. For example, the
International Rugby-Sevens Competition in Hong Kong attracts both sport players and
spectators.

1.5 THE LEISURE AND TOURISM INDUSTRY

What is leisure? One dictionary definition states that leisure is ‘time free from the demands of
work or duty when you can rest or enjoy hobbies or sports.

Leisure travel was associated with the Industrial Revolution in the United Kingdom – the first
European country to promote leisure time to the increasing industrial population. Initially, this
applied to the owners of the machinery of production, the economic oligarchy, the factory
owners and the traders. These comprised the new middle class. Cox & Kings was the first
official travel company to be formed in 1758.

The British origin of this new industry is reflected in many place names. In Nice, France, one of
the first and best-established holiday resorts on the French Riviera, the long esplanade along the
seafront is known to this day as the Promenade des Anglais; in many other historic resorts in
continental Europe, old, well-established palace hotels have names like the Hotel Bristol, Hotel
Carlton, or Hotel Majestic – reflecting the dominance of English customers.

 The leisure industry is divided into five key components:

1. Sport and physical recreation

Sport is a form of physical activity that usually has some element of competition and is usually
governed by a set of rules. Physical recreation is participating in any physical activity that
refreshes the body and mind. Some sports can be a physical recreation when the competition is
not present, such as cycling, horse riding and sailing. Both sport and physical recreation may be
aimed at improving health and fitness.

Sport can be:

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• Active or participative, e.g. playing rugby or badminton

• Passive or spectator, e.g. watching a football match.

2. Arts and entertainment

Arts and entertainment refers to things that take place outside your home which ‘entertain you’.
Again this can include things that you watch, e.g. a musical at theatre, or things that you can
actively take part in, e.g. bingo, youth theatre, dance troops, orchestras, bands, choirs, karaoke,
and reading groups

Included in this component of the leisure industry, you will find:

• Theatre – including musicals and plays

• Opera

• Classical music, orchestral and individual recitals – including fireworks concerts

• Popular music – including bands, individuals, compilation tours.

• Dance – including ballet, folk and morris dancing

• Cinema – including IMAX

• Cabaret – including tribute bands

• Stand-up comedy

• Exhibitions and Art galleries

• Others – include festivals, magic shows, ice shows, children’s shows.

3. Countryside recreation

Countryside recreation can take place in National Parks, Areas of Outstanding Natural Beauty
(AONB), on the coastline, or on the moors. A place is visited not just for its landscape and
scenery, which may be mountains, hills, valleys, lakes, sand dunes or even just fields, but also
for the many activities that can take place there, such as walking, canoeing, potholing, or skiing.

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Some charities, like the Ramblers Association, work to promote walking in the countryside and
to improve conditions for all walkers. Walking is generally a free activity. Other free activities in
the countryside include photography, landscape painting, picnicking, and cycling. These tend to
be ‘low’ level activities, suitable for all age groups. However, the countryside increasingly offers
highly active recreational activities, such as caving, skiing, snowboarding, climbing, mountain
biking, and on the coast, a variety of water sports such as windsurfing and sailing.

4. Home-based leisure

It is not always necessary to leave your home to take part in leisure activities. Home- based
leisure includes:

• Music – including playing and listening

• Television related entertainment

• Crafts

• Home improvements and gardening

• Internet-based leisure

• Reading

• Games – including interactive game

5. Play- and activity-based leisure

Play-based leisure is activities that are mainly associated with children. Examples range from
‘paint a plate’ to bouncy castles for children. Activity-based leisure is a fast-growing component
of the leisure industry. Many new activities have been introduced as people are not content to
just sunbathe when on holiday or just walk when visiting the countryside. Examples of activity-
based leisure include whitewater rafting and aerial adventures like forest adventure courses that
involve rope bridges and zip slides for older children, teenagers and adults.

Remember that play- and activity-based leisure activities are available in towns, cities and
seaside resorts, as well as in the countryside. Many types of leisure in this component are free,

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such as mother and toddler playgroups, local park playgrounds for younger children, beach
activities such as paddling, swimming, or body boarding for older children, and tea dances or
power-walking for older people.

The leisure and tourism industry is one of the largest and fastest growing sectors in the UK and
the world. In the UK in 2008, the tourism industry employed over 1.45 million people. The
leisure industry is constantly changing and developing as many new and exciting activities are
introduced, such as the Go Ape High Wire Forest Adventure. Similarly, the tourism industry is
also constantly changing to keep up with new developments and social trends. This unit will
explore the reasons why UK leisure and tourism organizations’ need to adapt to the rapid pace of
change.

1.6 INDIAN OUTBOUND TOURISM

Asian Century refers to the dominant role played by Asia in the 21st century, because of its
growing economic clout and global demographic trends. This term has gained credence
following the rapid economic growth of China and India.

Free Independent Travel (FIT) from India is set to make further gains over the next decade, as
more Indians gather further experience and confidence in travelling overseas. India’s growing
luxury market is set to exceed US$10 billion by 2014. From about US$3.66 billion in 2007, the
luxury market has more than doubled to US$7.58 billion in 2012. This will be boosted by a new
class of wealthy who are termed as the ‘closet customers’ who have joined the traditionally rich
segment contributing to higher luxury sales. The rich are not confined to the primary cities of
Mumbai, Delhi, Chennai, Kolkata and Bangalore. Secondary cities are showing growth. Travel
trade continues to focus on this segment.

According to a recently released report, Thailand is the leading India outbound travel destination
accounting for nearly 7% of Indian outbound tourists in 2012. Singapore welcomed 6% of Indian
outbound tourists, while Malaysia, UAE and USA were in third, fourth and fifth place
respectively. Other countries like China, Hong Kong, Switzerland, United Kingdom, Australia
and Canada are contributing significantly and will continue to gain a significant share of the

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Indian outbound tourism market. Senior travel trade representatives predict that countries such as
Japan, Sri Lanka and Nepal are amongst the top emerging markets for outbound tourism.

First time Indian travelers are more comfortable travelling to short-haul destinations such as
South East Asia due to short flight time of 3-5 hours. Indian Travelers will then visit Europe
followed by USA and Great Britain primarily to visit friends and relatives (VFR). USA and
Great Britain are aspiration destination for many Indians.

Following this, they may then visit other long haul destinations such as Australia, New Zealand
and South Africa.

1. South East Asia and Middle East – Closer, cheaper and within comfort zone.

2. Europe – Aspiration and multiple countries in one visit.

3. USA/Great Britain – VFR and aspiration.

4. Other Long Haul Destinations – Australia, South Africa, Turkey, Egypt, Italy and France.

Indians who holiday on Free Independent Travel (FIT) basis, are usually highly educated, open
to western culture and influences, and living in nuclear families. Parents and children of any age
travel as a family group and usually head for long-haul destinations in search of new
experiences.

Leisure Travelers are still significant in volume though they are increasingly more sophisticated
and demanding. Mumbai is the leading source of India’s outbound travelers with a market share
of around 25%, followed by Delhi at 22%. With about 20 million Indians and people of Indian
origin living abroad, the visiting friends and relatives (VFR) segment is one of those highlighted
to grow considerably in the coming years.

The biggest players in this segment are marketing Group Inclusive Tours (GIT) where travel
trade offer group package tours of 10-21 days duration. Indians travelling in a group need a
coach to themselves, at least one Indian meal a day, basic sightseeing, shopping and little
strenuous activity. Hotels need enough rooms to accommodate the whole group however; they
do not need to be centrally located. Average sizes of group tours are 40+ people, with fixed
departure dates through the summer season. In Europe, group tours visit 8-10 countries in 12-15

15
days. Honeymooners will remain a lucrative travel segment within the Indian travel trade market.
Many honeymoons are sponsored by parents and hence, luxury, off beat and unique destinations
are sought after.

Romantic destinations with scenic beauty, art and opera are preferred, especially in Europe. Golf
tourism is also gaining popularity in India. With the growth of the Free Independent Travel (FIT)
market, Indian travelers are looking for more self-drive destinations. Luxury travel has
maintained its resilience and given India the profile of the emerging new luxury client. The
critical ‘brag factor’ has fuelled demand for travel.

India’s growing economy means that more Indian business people are on the move. Being the
third fastest growing global economy and its increasing dominance in international trade has
compelled many international DMC’s and National Tourism Organizations to have a focused
strategy for the Indian outbound MICE segment.

Business and MICE travel out of India are deemed to be expanding at a greater pace than leisure,
as Indian companies look for business opportunities around the world. In most cases, MICE
travel is often merged with leisure travel as many participants extend their trip to a holiday.
Small groups of 15-20 passengers and incentive groups of 15-100 passengers travel on special
tailor-made itineraries.

MICE groups mainly prefer a direct flight to the destination. According to the International
Congress and Convention Association (ICCA) statistics, India’s share of MICE travel accounts
for US$4.8 billion worldwide travel and currently ranks 27th in the global MICE market.
Industry segments like pharmaceutical, cement, FMCG, IT and financial services are the major
contributors to the Indian outbound MICE sector.

 Indian Outbound Tourism:

• India is one of the fastest growing outbound markets in the world and outbound tourist
departures are expected to reach 20.5 million by 2015.

• The U.S. Department of Commerce project that Indians arriving in the United States will grow
72% between 2010 and 2014 from 615,000 to 1,058,000 visitors.

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• This dramatic rise in the number of Indians traveling abroad is being driven by rising
disposable incomes, more affordable holiday options and the growth of low-cost carriers.

• Online Bookings: The online travel industry is a USD 800-million industry in India, that is,
about 14% of the entire travel industry. Some of the prominent players in the Indian market:
MakeMyTrip.com; Yatra.com and Cleartrip.com.

• India ‘s outbound travel trends: 65% business; 35% leisure/ VFR/ immigrants.

• Major outbound destinations for Indian travelers are: South East Asia/Asia Pacific, Europe,
U.S.A. and the Middle East. Relatively off beat locations such as Costa Rica, Tahiti, Rio de
Janeiro, Turkey, Seychelles, Tashkent, Fiji, are steadily gaining popularity.

• Cruise and theme parks, apart from unique culinary experiences and wine/scotch trails are
becoming extremely popular as well.

• A significant increase in FIT travel has taken place over the last decade. The long weekend
travel concept is becoming more common, which has increased travelers to take more short-haul
destinations for two to three nights.

• Interesting fact - Indian travelers going to London spend more than even Japanese travelers do.

MICE (Meetings, Incentives, Conferences and Events), including small intimate corporate
groups, are a segment that is growing rapidly. With Indian corporate accounts expanding their
footprints globally, business executives traveling overseas are incorporating work with pleasure
by taking their families.

 Luxury Products chosen:

• Luxury Nile cruise, Petra by candlelight, view of the Nazca Lines by helicopter in Egypt.

• A long vacation to Tahiti or Hawaii with island hopping by helicopter.

• Scenic and adventurous journey aboard the Rovos Rail or Blue Train in South Africa.

• Private tent safari experience in the sands of Arabian deserts.

• Exotic escapes to private island resorts in Maldives, Seychelles, Fiji islands and Thailand.

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• Gourmet dining and shopping in Italy, France and Switzerland.

 Travel Statistics and Trend Watch:

• During the post-recession period, the percentage of savings has increased as Indians prefer to
save money for a rainy day and indulge in cautious spending.

• Honeymooners have their holidays paid by parents as part of their wedding gift and therefore
tend to spend extravagantly when traveling.

• A strong, consumption-driven economy, a large and increasingly affluent middle class, and the
on-going liberalization of air transportation will contribute to a 10% annual growth in Indian
outbound travelers to Asia Pacific over the next three years.

• The top five destinations by percentage growth will be Macau, Papua New Guinea, China,
Cambodia and Malaysia.

• For volume growth, the top five destinations will be Singapore, China, Malaysia, Hong Kong
and the United States.

• Indians are among the highest spenders in key destinations around the region such as London,
Singapore, Australia, Tokyo and Hong Kong.

• Business travel dominates outbound travel and is expected to continue consistently.

• Leisure travelers are increasingly more sophisticated and demanding.

• Mumbai remains the leading source of India‘s outbound travelers with a market share of nearly
33%, followed by New Delhi at 26%.

• Nepal, Singapore and Thailand are the most popular destinations for online bookings.

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• 72% of Indians choose travel to Asia for leisure purposes while Europe attracts 18% of Indian
travelers for business and 14% for leisure.

• Nature and environment (62%), culture and art (53%), safety (50%) and hygiene (48%) are the
most important considerations when selecting a travel destination, apart from visa procedures
and flight connections.

• 12% of Indians make their bookings through online travel agents and a majority goes through
regular travel agents or tour operators. 1/5th of travelers would also book directly through
friends/relatives at the destination country.

These are a few important facts about the Indian outbound market:

1. 20.5 million Indian outbound passengers are estimated by 2015

2. Long weekends in India and close by destinations are making travel in India to a year-round
phenomenon

3. An increase in disposable income and more aspiration to travel

 Top aspired destinations for Indians

• U.S.A.

• New Zealand

• UK (London/ Scotland)

• Italy

• Spain

• France

• Switzerland

• Australia

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• South Africa

• Dubai

• Thailand

People are traveling more, often for longer periods of time, with extended families, friends, and
children. They want their time away to be cost-effective, with their money going towards both
value-added and exclusive experiences.

In any economic slowdown, tourism is the first sector to get affected. But Indian outbound
tourism proved to be an exception. Even when there is an economic slowdown in India its
number of outbound tourist is rising year-over- year. In percentage terms, India is the fastest
growing outbound market in the world; in terms of numbers it's second fastest after China. India
outbound tourists' number is forecasted to be less than 50 Million by 2020. On the other hand,
India outbound tourist spending has crossed INR 15 Billion by 2011.

India Outbound Tourists Visits Analysis: Thailand is the leader as it accounts for nearly 7% of
Indian outbound tourists in 2011. Singapore follows Thailand as over 6% tourists visited
Singapore from India in 2011. Malaysia, the United States and China were at the third, fourth
and fifth place respectively. Other countries such as Hong Kong, Switzerland, United Kingdom,
Australia and Canada are contributing significantly and are looking forward to gain a share of
India's outbound tourist share. Sri Lanka, Nepal and Japan are among the top emerging market
for India outbound tourism.

Indian Outbound Tourism Spending Analysis: The United States is ahead of its rivals by
controlling more than 30% of Indian outbound tourists spending. United States has a spending
share of nearly five times more than its closest rival Australia. Singapore, Malaysia and United
Kingdom are holding the third, fourth and fifth spot respectively.

Taking note of the booming Indian outbound tourism, many countries — including Ireland,
Spain, South Korea, U.A.E., Indonesia, Macau and Poland — have recently opened tourist
offices in India. In order to service the growing demand in outbound business, travel agents in
India are hiring new talent and upgrading existing skills and knowledge to incorporate outbound
tourism as part of their total product and service offering. They are either setting up small

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departments within the existing structure or expanding aggressively to promote new verticals or
companies focused only on outbound tourism. The major hurdle for the Indian outbound tourism
is the lack of industry body for outbound tourism in India.

Southeast Asian countries such as Thailand, Singapore, Malaysia and others remained the
leading outbound destinations among Indian consumers. These tourist spots were promoted
aggressively by online travel agents such as MakeMyTrip (MakeMyTrip India Pvt Ltd), Expedia
(Expedia India (P) Ltd), Cleartrip.com (Cleartrip Travel Services Pte Ltd) and other via social
media websites such as Facebook. This trend was strongly linked to the low prices offered by
these travel agents; packages costing Rs25,000-30,000 made outbound trips more affordable to
more Indian consumers, many of whom had never previously been able to afford to travel
outside the country due to budget constraints.

The Indian economy has posted an average growth rate of more than 7% in the decade since
1994. The Economic Intelligence Unit expects GDP to rise to 6% in the year 2013.

The outbound market continues to grow with an increase in the number of NTOs entering the
market. With demand for better connectivity and more flights, most international airlines have
doubled their frequencies from India and are seeking to increase destinations to operate from
within India. It is one of the fastest growing outbound markets in the world and tourist departures
are expected to reach 20.5 million by 2015. LHW is in the plans of opening an office in
Bangalore that would cater to our customers in South India and allow us to reach out to more
secondary cities across the country.

India is home to some of the world‘s richest people. The Indian luxury market is estimated to
reach USD 30 billion by 2015 and by 2025 India is set to become the world‘s fifth largest
consumer market.

Report by Neilsen along with PATA (Pacific Asia Travel Association) on India outbound
travel:

Indian outbound Travelers (12%) are increasingly booking their travel online.

Hot destinations in Asia Pacific – Singapore (24%), U.A.E., Australia, and Malaysia (17%).
Overall, Asian destinations account for 72% of international leisure trips and 63% of business

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trips originating in India. Travel to Europe accounts for 18% of Indian traveller business trips
and 14% of pleasure trips.

Of those Indians who travel internationally, 64% named sightseeing as the main purpose of their
trip, while 47% reported they travel abroad to explore new countries. Another 25% of those
surveyed said they travel abroad to relieve stress, have a good time, or visit family and friends.

Report by European Travel Commission (ETC) and the World Tourism Organization
(UNWTO):

India is one of the fastest-growing outbound travel markets in the world. International tourism
departures from India have grown from 3.7 million in 1997 to 9.8 million in 2007 and
international tourism expenditures have increased from USD 1.3 billion in 1997 to USD 8.2
billion in 2008 and over 12 million in 2010 and expected to reach over 20 million by 2015.

With more than 1.3 billion inhabitants and GDP increasing by more than 6% every year, the
country offers enormous potential for future growth in outbound travel.

The Indian outbound travel market with special insight into the image of Europe as a destination
covers issues such as travelers behavior and patterns – destination choice, purpose of travel,
spending, holiday activities, and market segmentation, like air transport, the profile and structure
of the travel trade, as well as the media or internet use trends. The report also sets out
comprehensive recommendations on how to best promote a destination in the Indian market.

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1.7 The Evolution of Air Travel

Since the first US commercial flight in 1914, the air travel industry has drastically changed.
Flying, once considered risky and reserved for the elite, is now available to almost anyone. Some
lament the early days of flying, calling it the “golden era of air travel.” Seats had more leg room,
fliers dressed to the nines, and hot meals were served. Until the 1970s, security at airports was
practically non-existent. Passengers went from the parking lot to the plane in less than 30
minutes. The aviation industry, a major player in the US economy, comprises between 4% and
5% of the GDP. The frequency of flights taken has risen in recent years, as flying is no longer
just for the wealthy. According to an International Air Transport Association (IATA) report
from late 2017, there were about 3.8 billion air passengers in 2016. That number will steadily
balloon to 7.2 billion by 2035. The IATA predicts that most growth will occur in Asia. With an
increase in fliers, airports have had to evolve. Security lines and delays force passengers to wait
for their flights. Passengers demand to be entertained from the moment they pass through
security to the moment they land. Airports must have a variety of shops, bars, and restaurants.
At some airports, whole terminals have been converted into shopping malls. Inflight
entertainment is vital to passengers. On many flights, passengers can watch movies, TV, or even
play games on the back of the seat in front of them. Airlines such as American, Delta,
Southwest, and United offer wireless streaming. Some airlines, such as JetBlue, offer free Wi-Fi
upon the aircraft. Until recently, many believed long lines were here to stay. The rise of
smartphones has changed that and made for a much smoother process. According to SITA, a
UK-based air transport communications and technology company, 83% of passengers carry
smartphones. With a mobile boarding pass, a passenger can go straight from the parking lot to
security. Mobile boarding passes are more secure than their paper cousins and are almost
impossible to lose. Airlines use mobile apps and social media to update passengers on all aspects
of their flight from security line wait times to delays and gate changes. All major airlines have a
social media presence today. Passengers no longer need to wait through busy signals and long
hold times to speak with an airline representative. On social media, dedicated social media
employees respond to passengers with concerns quickly. The main factor behind the increase in
flying is a decrease in prices. In 1970, the percentage of people who have every flown was less
than 50%. That percentage rose to over 80% in 2015 due to affordability of flights. Total cost is
usually the deciding factor for passengers when choosing an airline. Fees for checked items and

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other add-ons play a key role. Many believe that the decrease in airfare prices has created a
decline in customer service. Airlines employ fewer workers due to technology. Many passengers
believe it is hard to get hold of an airline employee who can address the concerns they have.
Passengers complain of a lack of legroom on board. Seat Guru reports that legs have as much as
two inches less space compared with a decade ago.

Henry H. Harteveldt, President of the Atmosphere Research Group, a travel

industry research firm, explains “Consumers have shown that they’re willing to put up with an
awful lot, including lack of legroom, lack of amenities, mediocre or worse customer service,
dirty airplanes, and more to save money, and the airline industry has evolved to meet that
desire.” Matthew DeBord, correspondent for Business Insider, states airlines have “spent decades
training the public to expect next to nothing in the way of service.” TripAdvisor, the travel
review site, recently started reviewing airlines. The hope is for passengers to become more
concerned with customer service, forcing airline companies to increase focus on it. Commercial
air travel is much different than it was at its birth. Some is for better, some for worse.
Passengers may complain about the annoyances of flying, but it is currently the safest form of
transportation and will likely only improve.

1.8 REASONS FOR VISITING THE COUNTRIES

Reasons for Visiting France

France tops the list of nations with the maximum tourist arrivals in the world. Some of the
important reasons for its top ranking are tourism, shopping, French cuisine, etc. France has a
variety of landscape and geography which attracts tourists for holidaying purposes. Paris is the
entry port to Europe and the fashion capital of the world. France presents an amalgamation of
leisure and fun travel to tourists making it a popular destination. French cuisine is considered as
one of the best in the world. French cuisine and food is the most pleasant experiences of tourists
in France with others mooting for France natural beauty, landscape and abundant tourist spots
including museums being favorite spots visited by tourists. France is at the same time is an
expensive destination for budget travelers. Tourists also feel unpleasant with the people due to
language barrier, which creates communication problems for travelers in the country.

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Reasons for Visiting Turkey

Turkey’s historic past and monuments combined with present efforts to make it a destination for
sport and adventure tourism has makes Turkey a much sought after destination for travel.
Turkey’s culture and cuisine along with its traditional carpet weaving industry are important
reasons for visiting Turkey as per the respondents. Some of the unpleasantness is caused by the
language barrier and the socio-political changes that have taken place since the second of the
twienth century.

Reasons for Visiting USA

United States has the second largest tourist arrivals in the world. The most common reason for
travel to USA is to meet family and friends, discovering new destinations and for work. USA is
the most favored work destination due to its strong economy and development. The cuisine is an
amalgamation of the many communities that have migrated and settled in the US through the
decades. The main attractions are its food chains like MacDonald’s, KFC and Star Bucks which
have made US’s cuisine world famous.

Crime has been cited as the most unpleasant feature of travel in USA. USA is also an expensive
country as the dollar goes strong against many currencies around the world.

Reasons for Visiting UK

United Kingdom boasts for some of the world famous destinations in the world including
London. UK has more than 6.5 million foreign-born populations in the country28. Thus, the
largest number of travelers responded to visit Britain to meet family and friends residing in the
UK. UK’s varied climate and landscape which varies from south Britain to the Scottish
Highlands is the second other reason to visit Britain for holidaying and shopping purposes.

Travelers feel unpleasant about the high cost of travelling in Britain. The people according to
many respondents are unpleasant feature of United Kingdom.

Reasons for Visiting China

China’s heavy investment into its industries and infrastructural facilities in the past decade has
paid off with China being raned as the third largest country in tourist arrivals in the world. The

25
important reasons for travel to China are for work and for shopping. Chinese technology boom
and its relatively cheaper products make it a pleasant travelers experience as well as reasons for
travel for shopping and business to the country. Chinese culture, strides made in technology and
infrastructure are some of the pleasant features of China. Unpleasantness to travelers is caused
by the people due to the language barrier which creates lack of communication and
unpleasantness fro tourist.

Reasons for Visiting Indonesia

Indonesia ranks 37th in world tourism rankings by United Nations World Tourism Organization
ahead of India at the 40th position. The most important reason to travel to Indonesia is for work
and holiday and tourism destinations. Indonesia’s culture, heritage sites and natural beauty are
some of the pleasant features accounted by respondents in the primary survey. Indonesia a
developing country has similar problems like India such as poverty, hygiene and cleanliness
issues and disaster management, etc which cause unpleasantness to travelers.

Reasons for Visiting Republic of Korea

An important reason to travel to Korea is for work. . Korea in the past decade is gradually
opening up and has tied up with China and other neighboring countries to attract more tourists.
Korea located in the Far East is appreciated for its culture, natural beauty and scenic locales, its
cuisine and friendly people. Korea’s language divide and single language use creates
communication gaps for tourists giving trouble to tourists. Communication problems lead to
fewer interactions with the people makes them unpleasant features for travelers as identified by
respondents.

Reasons for Visiting Malaysia

Malaysia ranks ninth in world tourism rankings for international tourist arrivals in the world.
Malaysia is one of the prime holiday destinations in South East Asia. Malaysia offers a wide
variety of options in terms of beach, and destination tourism. Malaysia is also famous as a
shopping destination with shopping complexes and street shopping being popular among tourists.
Malaysia’s relaxed visa policies for tourist also encourage tourists to visit the country. Malaysian
language is an unpleasant feature according to respondents.

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Reasons for Visiting Singapore

Holiday and shopping, leisure travels are reasons for traveling to Singapore. Singapore’s
shopping districts, beaches; scenic locales around the city are other important reasons for travel
to Singapore. Singapore’s language and people are reported unpleasant features for travelers.

Reasons for Visiting Thailand:

Thailand has the fourth largest tourist arrivals in Asia. Thailand is popular as a holiday and
shopping destination. Thailand’s beaches, shopping facilities and food are pleasant attributes for
travel. The country’s varies locations and cultural heritage are other features attracting tourists.
Crime in Thailand and the language problem are some unpleasant features for Thailand
according to the primary survey.

Indian Outbound Travel Potential:

• The UNWTO predicts that India will account for 50 million outbound tourists by 2020; the
Kuoni Travel Report India‘ predicts that total outbound spending will grow to USD 28 billion by
in 2020.

• With over 28 million passport holders in the country who are potential travelers, the source
market for outbound travel is wide and complex because of its size and variety. According to
primary research among the travel trade, the main source regions are west and north (including
central India) together accounting for about 65% of all outbound travel, followed by south (25%)
and east (10%).

• According to Pacific Asia Travel Association (PATA), 40% of all outbound trips by Indians are
for business purposes, while leisure, visiting friends and relatives (VFR) and other reasons each
account for 20% of outbound trips from India.

• Europe commands an estimated market share of about 20% of all Indian outbound departures.
The Indian travel trade estimates that the market for Europe is growing at a steady pace of 5-7%

27
per annum and that the pace of growth for Europe can be accelerated with greater focus by
European tourism boards on the Indian market

• 40% of travel to Europe is estimated to be for holiday purposes. Five European destinations
account for a majority of the share of travel from India to Europe – United Kingdom, France,
Italy, Germany and Switzerland.

• According to the Indian travel trade, international leisure travelers belong to the 25- 65 year old
age group, a larger proportion being males (65%) than females (35%). They are well educated
and belong to the upper socio-economic strata of society. The majority are married (75%) and
have children living in the household. Two-thirds of leisure travelers tend to holiday abroad with
family.

• In the short-term, a large proportion of potential visitors to Europe are likely to be first-time
visitors, although the majority will have travelled abroad at least once. Families and couples are
likely to be the key customer segments travelling to Europe on holiday. Some travel from groups
of friends and affinity group travelers can also be anticipated.

• The key travel motivation of potential first-time visitors to Europe is a culture/sightseeing

holiday. The key travel motivations among repeat visitors are culture/sightseeing holiday,
touring/driving holiday, snow/ski holiday and holiday in the mountains. Majority of the potential
visitors are likely to undertake a multi-country vacation in Europe.

• In terms of travel destination selection, the top five factors that influence destination selection
for Indians are safety and security; variety of things to see and do; overall image of a holiday
destination; good tourist facilities; and infrastructure; and the ease of obtaining a visa. The travel
trade confirms that travelers will often change their mind about a travel destination if obtaining
visas is a complex or time-consuming process.

• With departures by air accounting for more than 98% of all departures from India, the air travel
market is "clearly on a high".

WTTC: World Travel and Tourism Council:

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• WTTC says India will be the third fastest generator of travel and tourism demand from 2010 -
2019 with an annualized growth of 8.2%.

• India shall depict the fifth fastest growth in business travel from 2010 - 2019 at the annualized
rate of 7.6%, only behind China (among large nations)

 MARKET SHARE: PRIVATE PLAYERS

The Indian travel distribution system is fragmented and varied across the country. Whilst there
are a few national retail agencies, most travel trade are small, independent businesses and
contribute a varying percentage of business to Europe. Indian consumers research and book
travel using a combination of traditional travel agencies and online options, however, retail
agencies still handle the majority of outbound travel bookings. Free Independent Travel (FIT) is
growing at 25% per annum. An increasing number of consumers are travelling independently.
Thanks to the internet, more and more people are booking travel online, which is most popular
among the young FIT segment. Although large operators continue to increase FIT products and
itineraries, GIT remains a focus for them too. The travel trade in India remains reactive and last
minute. Online travel booking is becoming increasingly popular for domestic travel, but at
present the travel trade still plays a pivotal role in booking outbound travel. For example,
According to Tourism Ireland’s estimates from a number of different sources, India recorded
21,000 Travelers to island of Ireland in 2012, a 17% increase from 2011.

 Wholesalers - Commission level up to 20%

• The traditional wholesaler model has not generally developed in the Indian travel industry. A
few larger travel trade such as Mubeen air travelers, Kuoni, Cox & Kings, MakeMyTrip and
Yatra have developed their own distribution network through smaller independent travel
trade.These smaller independent travel trade are often referred to as franchisees or preferred sales
agents.

29
• The major operators with a pan-India presence are Mubeen air travelers, Kuoni SOTC, Cox
&Kings, Kesari/Strawberi, Club 7, Make My Trip, Yatra, JTB Travels, Vacations Exotica, TUI
and Mercury Travel. Most Indian travel companies operate across all segments of travel,
including Group Inclusive Tours (GIT), Free Independent Travel (FIT), Meetings Incentive
Conference and Exhibitions (MICE) and luxury. These big outbound players have a very large
influence in marketing and selling destinations and also, influencing consumer perception.

 There are a few traditional wholesalers that are gaining support from the smaller retail
agents; these include Saltours, Travel Options, Flight Shop and FCM.
 An increasing number of foreign tour operators have entered the Indian market in last
two years, usually in partnership with local companies. Larger travel trade agencies are
now franchising to increase their presence in some parts of India. For example, Island
Holidays represents Bahwan tours of Oman.

 Retailers – Commission level up to 20%

• The distribution of travel products in India is fragmented with only a few national operators.
Most agencies are small, independent, family-owned businesses such as Strawberi Holidays,
Veena World, Windmill Holidays and Kulin Kumar Holidays.

• Competition between the larger travel agencies is fierce, with aggressive marketing and tactical
promotions in print media. Promotions include cash discounts, early bird discounts, hotel
upgrades, free holidays to other countries/cities such as visits to Canada free on a USA holiday,
‘holiday now, pay later’ schemes, cash back schemes and offers for a companion or child to
travel for free.

• Most large retail agents only market their own brochures.

• Smaller tour operators are growing and they usually promote itineraries that are featured by the
big operators.

30
• Large travel agencies take reservations from consumers through their own retail networks as
well as from smaller agencies.

• Despite the increase in the online travel segment, traditional retail agencies have not moved to
this platform for bookings yet.

• Indian consumers have a short lead-time for booking their holidays ranging from three to six
weeks on average. Whilst Indians are seasoned Travelers, they still prefer to pre-plan the
itinerary prior to their holiday. Most consumers will book through a retail travel agent rather than
direct.

 Online travel agencies (OTAs) – Commission level up to 15% - 20% :

• As the Indian outbound market grows, more consumers are using online channels to research
and book. The top four Online Travel Agencies (OTAs) are Yatra, Make My Trip, Expedia, and
Clear trip.

• OTAs receive almost 50% of all web visits to travel sites.

• There has been an increase in online bookings for international flights with the improved reach
and use of the internet, convenience of booking from home and the removal of credit card fees
when booking directly with an OTA or on airline.

• Whilst the online purchase of holiday products is on the rise, most OTAs have now established
agencies or call centers as an alternate distribution channel.

• Traditional and online distribution systems will therefore continue to co-exist over the next few
years as the Indian outbound market grows and matures.

Mubeen air travelers, Cox & Kings and SOTC Kuoni have special brochures targeting the luxury
segment. India is a key Asian market driving growth in this “Asian Century”. Destinations are
actively pursuing this fast developing country. There are 40 countries that offer Visa on Arrival
(VOA) for Indian passport holders and 16 other countries that don’t require a visa if the tourist
has a valid visa for UK, USA or the Schengen countries.

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Mubeen air travelers (India) Ltd:

Mubeen air travelers (India) Ltd is the leading integrated travel and travel related financial
services company in the country offering a broad spectrum of services that include Foreign
Exchange, Corporate Travel, MICE, Leisure Travel, Insurance, Visa & Passport services and E-
Business. The company set up its first office in India in 1881.

Mubeen air travelers (India) Limited is promoted by Fairfax Financial Holdings Limited through
its wholly-owned subsidiary, Fairbridge Capital (Mauritius) Limited. Fairbridge is responsible
for the execution of acquisition and investment opportunities in the Indian subcontinent on
behalf of the Fairfax family of companies.

TCIL’s footprint currently extends to over 235 locations (including 15 airport counters) in 99
cities across India, Mauritius & Sri Lanka and is supported by a strong partner network of 114
Gold Circle Partners and 165 Preferred Sales Agents in over 136 cities across India.

 Cox and Kings Ltd:

India is one of the largest potential outbound tour markets in Asia. In 1995, Cox & Kings began
a full-fledged in house tour operating activity by designing its own brochure product under
exclusive arrangements with direct suppliers and local agents across the globe. Cox & Kings has
been undertaking path-breaking initiatives to reach out to the travelers through innovative
products. These include:

'Duniya Dekho' Holidays to Europe, USA, Far East, South Africa, Mauritius, Australia and New
Zealand. For the "value for money" traveller

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'FlexiHols' is a concept in holidaying where the traveller enjoys all the comforts and convenience
of a planned holiday but at a pace & price that is set by him. This is targeted at the more
discerning Free Individual Traveller

Luxury Escapes - It takes a travel company that has been round for two hundred years, to know
everything about royal treatment. Cox & Kings rolls out a whole new concept in Holidays -
Luxury Escapes. Spoil yourself. Get pampered rotten. Holiday like a king. Join us as we unveil
country after country laced with sinful indulgence and fine living. The finest luxury hotels in the
world to the most exclusive entertainment experiences await you.

Cox & Kings also represents and retails many international third party products including
Cosmos, Rail Europe, Silversea Cruises, Star Cruise, and Escorted Tours to USA etc.

NRI - The NRI Division of Cox & Kings caters to the Non Resident Indians who would like to
travel around the world with Indian families. Cox & Kings organises special tours for these
families where the NRI community would like to travel with like-minded families across the
world. Duniya Dekho & FIT Packages are specifically designed for this Market Segment by this
division.

 SOTC Kuoni Travel Group

Kuoni Travel Group, India - a 100% subsidiary of the Kuoni Group - is the leading travel and
tourism company. The company was formed in 1996 through the acquisition of SOTC, India’s
foremost outbound package tour brand and became India’s largest travel company in 2000
through the acquisition of SITA – India’s No.1 Inbound travel brand. Kuoni India further
strengthened its position in 2006 with the launch of ‘Kuoni’ India’s only travel brand focussed
exclusively on the luxury segment.

Today, Kuoni India is active across virtually every travel segment including Leisure Travel,
Business Travel, Destination Management Services, and Education. The company employs over
1,500 travel professionals.

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Kuoni Outbound Division Kuoni is the first and only luxury holiday brand in the country that
exclusively caters to the unique needs of the luxury traveller. Taking holidaying to an all-new
level, Kuoni offers enhanced and distinctive holiday experiences - complete with expert
suggestions from a panel of Kuoni Certified Counselors.

Kuoni India's key outbound travel brand is SOTC. SOTC was acquired by Kuoni Travels in the
year 1996 and is a leader in all segments, namely Escorted Tours, Free Individual Travel, and
Domestic Holidays amongst others. SOTC Corporate Tours is the leader in Incentive, Trade Fair
tours and Sports

 TUI India:

TUI India is a part of TUI Travel PLC which is one of the world’s leading leisure travel
companies operating in over 180 countries. In India it operates as a joint venture with Le Passage
to India Pvt. Ltd. a pioneer Indian tourism company.

2005, 7th of April, a historic day for the travel and tourism industry when a 50:50 joint
partnership was signed between the world’s largest travel group, TUI Travel PLC and Le
Passage to India, India’s leading leisure travel group. This embarked the inception of TUI India
as a part of the beautiful World of TUI. TUI across the globe has always believed in quality and
innovation when it comes to holidays. As one of the world’s largest leisure travel company, TUI
focuses on maintaining highest quality standards to ensuring that every single holiday that you
take, captures memoirs of smiles and cherishable reminiscences.

 Kesari Tours:

Kesari strongly believes and follows the concept of Kaizen "change for the better", refers to
philosophy of continuous improvement of processes which will provide maximum satisfaction to
our Guest. and keep us flexible in dynamic environment to serve them better. Kesari believes in
providing innovative holiday ideas to its guests. It has hence created unique concepts to cater to
Travelers ever-evolving needs, which have been acknowledged as innovations in the Indian
Tourism Industry. Naturally, they have also translated into wide smiles on the faces of happy
guests!

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  Popular Family Tours:

Kesari started its journey by conducting family tours to Indian destinations and then to
destinations worldwide.

Today Kesari offers the largest number of Family tour options in the Indian tourism industry
with more than 60 options for Europe, more than 80 options for South East Asia, 115 in India,
and more than 70 in the rest of the world, not to forget 224 types of Unique Speciality Tours like
My Fair Lady for Ladies, Honeymoon tours for the newly weds,Pilgrimage tours by Marigold,
Exclusive tours for Seniors known as Second Innings, Students Special tours, Chota Break – the
escorted short tours and Agro tours

Strawberi: A division of Kesari, caters to the needs of the individual traveller. These are
customized or tailor-made holiday packages created for you, 'As you like it', to destinations
worldwide.

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 CHAPTER 2- COMPANY PROFILE

2.1 INTRODUCTION TO MUBEEN AIR TRAVELS:

One of the Goa’s leading travel company, MUBEEN AIR TRAVELS was incorporated in
march 1982 by IQBAL MOHIDIN . When one is planning to travel abroad on a holiday or a
gainful employment then one can't stop thinking about ' MUBEEN AIR TRAVELS' one of
the oldest(IATA) travel agency located in the heart of Vasco city. Mubeen Air Travels has the
honors of being the only IATA travel agency in Goa to be recognized by the overseas Indian
affair, New Delhi for overseas recruitment. We are a committed IATA AGENCY which
believes in providing prompt, personalized and professional services to all its clients. We
have a team of qualified, dedicated and courteous staff who give utmost priority and
courteous staff who give utmost to the customers’ needs and preference. Whatever may be
your travel related problems; we download them from you and provide you with a
comfortable and trouble free itinerary for all your Domestic and International travels The
office is approved by International Air Transport Association (IATA) for Domestic and
International Air Ticketing. A successful partnership results from hiring the right candidate
for a specific job. As every recruitment has criteria & every company has a specific demand,
we understand & value this. We have a data base of skilled workers and experienced
professionals across various industries like Hotel industry, Engineering and Civil. We meet
the manpower requirements in the best possible manner by fulfilling the demands of each of

36
our clients thereby, bringing the right person for the right job. We, being a leading hospitality
career resource for all those seeking hospitality employment opportunities and to those who
are looking for talent, are growing quickly by supplying necessary workforce to our clients in
various areas. Apart from this, we also conduct client’s interview in cities like Chennai

Mumbai, New Delhi, Bangalore, Kolkata. Keeping in mind the competitiveness of the market,
we have framed our policies and procedures of providing quality manpower in such a way
that the whole process of recruitment and selection becomes much easier and faster. From the
day of our very existence, we have been effectively matching thousands of people who are
looking for jobs with those offering brilliant employment opportunities in the hospitality
industry and Man power in all 6 GCC countries and Malaysia. Our long list of associates from
some of the densely populated cities like Delhi, Mumbai, Hyderabad and where career
opportunities are available on a large scale. We are in trade since 1982 onwards and have
provided a large number of skilled and semi skilled personal to our clients in Saudi Arabia,
Bahrain, Dubai, Muscat, and Qatar. We have a very spacious, ultra modern office in the heart
of the commercial city of Vasco-da-Gama, Goa. Our priority is to provide loyal dedicated and
hardworking staff to our clients. We have a team of qualified staff who specialize in various
fields for pre screening of candidates. We also trade test the technical staff to ascertain their
skill and proficiency. Deployment of selected staff in the shortest possible time is our
specialty

Over the years our office has stood the test of time and is now acclaimed as Goa’s most
reliable and reputed recruiting Agency.

2.2 COMPANY PROFILE

 OUR AIM:
Is to provide prompt and personalized services to every customer.

 OUR VISION:
To become one of the leading recruitment consultants thereby, providing quality
manpower solutions to our clients And Contribute to Society.

37
  OUR POLICY:
To be even more perspective of and finely tuned to customer’s needs.

 OUR MISSION:
Building and maintaining long term relationship with our clients and customers and
maintain a strong reputable position in the market, With our imaginative business
strategies and quality-oriented services, we intend to build a strong regional business
expansion in the competitive market.

2.3 RECRUITMENT PROCESS OF MUBEEN AIR TRAVELES:

We are in the trade since 1982 onwards and have provided a large number of skilled and semi-
skilled personnel to our clients in Saudi Arabia, Bahrain, Dubai, Muscat and Qatar. We have a
very spacious, ultra-modern office in the heart of the commercial city of Vasco da gama, Goa.
Our priority is to provide loyal, dedicated and hardworking staff to our clients. Over the years
our office has stood the test of time and is now acclaimed as Goa’s most reliable and reputed
recruiting agency. We have a team of qualified staff who specialize in various fields for pre-
screening of candidates. We also trade test the technical staff to ascertain their skill and
proficiency. Deployment of selected staff in the shortest possible time is our speciality.

2.4 SERVICES OFFERED BY MUBEEN AIR TRAVELS:

 Domestic and International air tickets.

 Visa assistance to Dubai, Far east, USA and Europe.
 Travel insurance
 Hajj & Umrah services and ziyarat packages.
 Passport and PCC assistance.
 Emigration clearance For Dubai, Saudi, Kuwait and Doha Qatar.
 Visa stamping for Dubai, Saudi, Malaysia, UK, USA and other countries.

38
  Attestation of Birth, Marriage, Educational Certificates from Various Gulf
consulates.
 Apostille Attestation

2.5 INDUSTRIES WE SERVE:

 Information Technology.
 FMCG & Manufacturing.
 Shipping Building & Manufacturing.
 Marine Engineering.
 Off shore and Heavy Engineering.
 Construction Industries.
 Refineries.
 Petro Chemical Plant.
 Marketing & Sales.
 Hotel Industries.
 Medical.
 Engineering & Technical.
 Educational.
 International & health care.
Departmentational Analysis

39
 2.6 DEPARTMENTATION STRUCTURE:

CEO

MANAGING DIRECTOR

DIRECTOR

40
FINANCE MARKETING TRAVEL OUTBOUND MICE HR DEP
DEPARTMEN DEPARTMEN DEP
 2.7 COMPETATORS OF MUBEEN AIR TRAVELS:

 SOTC.

 Kesai Tours.

 Club Mahindra Holidays.

 Expedia.

 Yatra

 Goibibo.

 Makemytrip

 Travelguru.

2.8 SWOT ANALYSIS OF MUBEEN AIR TRAVELS:

 STRENGHT:

 The Mubeen air travel agency staff knows (or at least should) what they are selling and
can help the customer to make the right decisions for that particular trip. Agent is
bringing value to the customer.
 Travel agents may have bulk deals with airlines and other suppliers particular for a trip.

41
 The travel agent can offer services different from what the end customer can book
themselves. The challenge for the travel agent is to reach the customer with this
information.
 The Internet can be hard to navigate with too many options and unclear offers. As a travel
agent you offer “one-stop-shopping”.

 WEAKNESS:

 I see that Mubeen air travel agents have a tough time justifying their own value to the
customer. Raise your head and be proud to enhance the customers trip by providing
value, products and information. Having said that, you have to make sure to provide
those things, otherwise you can close shop now. You have to think of yourself as a
consultant, NOT an agent.
 Not adopting to new habits and/or patterns quickly enough. The travel industry has more
or less been standing as onlookers on the technical revolution, giving away huge market
potential to new players in the field.

 OPPORTUNITIES:

 Educate the customer, especially millennials and the younger generation since very few
of them know, on what a travel agent does and the benefits.
 Embrace technology and use it to enhance the customer experience and ultimately your
own business. Why not start with improving dynamic online packaging to include more
services that just air, hotel and rental cars?
 As we established under threats, the internet is full of too many offers. As a travel agent,
you know how to interpret the “5USD / night all-inclusive offer”. Can you sell this
service to your customers or use it as an argument in your marketing?
 There are fewer agencies out there today than 15 years ago.

 THREATS:

 Terrorism and natural disasters. As a travel agent there is no way you can prohibit those
from happening and they might affect the general economy and willingness to travel.

42
 What you can do is to enhance your service levels when bad things happen, i.e. when the
ash cloud hits again you do want to help your customer instead of just referring them to
the airlines website. Consider charging for your services and this is a great revenue
stream at the same time.
 A downturn in the economy will affect people´s travel habits.
 Not being able to inform the customers what you offer.
 Not attracting new blood to the travel business. In order to drive change you will need
entrepreneurs with a vision.

CHAPTER 3 - REASEARCH DESIGN

3.1. RESEARCH METHODOLOGY

The Research study is to find out the customers opinion and preference regarding the selected
airline agency Mubeen travels. As it is associated with the opinion and feelings of the customers
during the period of study, the type of research is descriptive in nature.

3.2 OBJECTIVES OF THE STUDY

• To know customer awareness of Mubeen Air Travels Business Associate.

• To identify customer views about Mubeen Air Travels.

• To find out improvisation methods of Mubeen Air Travels Business Association.

• To identify how to improve Marketing and retail channel of Mubeen Air Travels.

43
• To identify the relation between Mubeen Air Travels and agencies.

The research problem:

The research problem focuses to explore the insights and perception of the customers with regard
to their long standing thought and feel related to Mubeen travels.Hence, nature of the research is
descriptive. The area of the study is restricted to The area.Besides, the Indian online travel
Industry is also one of the facilitating factors for the popularity of air travel. Hence the
population for the study consists of people who travel in airlines.

3.3 SCOPE OF THE PROJECT

• The study was important because it is going to inform the management of Mubeen Air Travels
about customer perception and important feedback of customers.

• The study would be giving a clear idea about the market growth of Mubeen Air Travels and
their competitors in Chennai region.

• The study would indicate in which all the area the company want to concentrate to increase the
sales and market potential.

3.4 SOURCES OF SECONDARY DATA:

PRIMARY DATA: A primary source provides direct or firsthand evidence about an event,
object, person or work of art.
SECONDARY DATA: Refers to data that was collected that was collected by someone other
than the user journals, research papers, internet, library books.

3.5 LIMITATIONS OF THE STUDY

1. The respondents might not have done business with Mubeen Air Travels before.

2. The respondents might be biased.

3. The respondents were resisting much of their time to provide information.

44
 Chapter 4 - DATA ANALYSIS AND INTERPRETATION

Gender Distribution of Travelers:

As can be seen from the following pie-chart males travel more in comparison to female travelers.
As per the findings from the survey conducted, 56% males travel across the world while only
44% female travelers have been observed.

Previous transactions with Mubeen air travelers No of travelers in

Percentage
Male 56%
Female 44%

45
 Gender of Travellers
Male Female

44%

56%

Age Distribution of Travelers:

Sl. Age Percentage

No
1 Below 18 years 2
2 18-25 19
3 26-35 42
4 36-50 28
5 51-60 9

46
 Age Distribution of Travellers
Below 18 years 18-25 years 26-35 years
36-50 years 51-60 years

9% 2%
19%

28%

42%

Interpretation:

Pie-chart below shows the percentage distribution of travelers according to their age. It can be
seen from the chart that people in the age group of 26-35 travel maximum (42%) followed by
travelers in the age group of 36-50 (28%) . Adults above 61 years and children below 18 years
hardly travel. 2% and 9% travelers are in the age group of 18-25 and 51- 60 years respectively.

Q1. What are the services do you know that Mubeen air travelers offers to its customers?

Sl. Services No of customers (%)

No
1 International and domestic Holidays 70
2 Flights and hotel Bookings 30

47
 Services
80
70
70

60

50

40
30
30

20

10
2 2 3 3 4 4
1 1
0
International and domestic Flights and hotel Bookings
Holidays

No of customers (%)

Interpretation:

Respondents were asked about the services they know that Mubeen air travelers offers to its
customers and it is a multiple choice where respondents can choose more than one mode.

As shown in the graph international and domestic holidays, foreign exchange and money transfer
were the options chosen by more number of respondents when compared to the other options
when asked the reason they are:

 The company’s promotional activities are mainly focused on the majority chosen

services. The other services was recently started and the respondents has no much knowledge
about them.

 The company’s establishment or rather the foundations are these services and the
company is well known for the same.

48
Q2. Do you have any tie up with any of the following departments of Mubeen air travelers
pvt ltd?

TIE UPS WITH ANY DEPARTMENT OF MUBEEN Percentage

AIR TRAVELERS
Foreign Exchange 50%
International Holiday Dept 30%
Students insurance Dept 20%

TIE UPS WITH ANY DEPARTMENT OF THOMAS COOK

1 1 2 2 3 3 4 4
60%

50%
50%

40%

30%
30%

20%
20%

10%

0%
Foreign Exchange International Holiday Dept Students insurance Dept

Percentage

Interpretation:

From the graph it is clear that the respondents have tie up with visa department of the company
and foreign exchange as well. This shows that the company has large association with various
education consultancies and other travel agencies.

Q3. Have you done any transaction with Mubeen air travelers before?

49
 Previous transactions with Mubeen air travelers No of Respondents in
Percentage
Yes 67%
No 33%

No of Respondentss in Percentage
Yes No

33%

67%

Interpretation:

Interpretation:

The graph illustrates that 67% respondents have done transactions before through Mubeen air
travelers or rather have used their services and only 33% have not used their services. This
shows the company is reliable.

Q4. Are you ready to refer customers to Mubeen air travelers?

50
 READINESS TO REFER CUSTOMERS No of Respondents in
Percentage
Yes 64%
No 35.71%

1 1 2 2 3 3 4 4
0.7
0.64

0.6

0.5

0.4
0.36

0.3

0.2

0.1

0
Yes No

No of Respondentss in Percentage

Interpretation:

The graph shows the present associations they have with various consultancies are ready to bring
in more and more customers as 64% people have told yes. This will help in increasing the
revenue of the company

Q5. What benefits you are looking from Mubeen air travelers?

Benefits you are looking from thomas cook No of Respondents in

Percentage
Best currency rates to customers 60

51
 To earn commission 40

Chart Title
70
60
60

50
40
40

30

20

10
3 3 4 4
1 1 2 2
0
Best currency rates to To earn commission
customers

No of Respondentss in Percentage

Interpretation:

More than 60% respondents have opted for to earn commission. This shows the main aim of B to
B marketing is to earn commission. If the company needs more tie ups then the organization
needs to increase their commission.

Q6. Are you aware of Mubeen air travelers Business Associate in Mubeen air travelers?

AWARE ABOUT MUBEEN AIR TRAVELERS No of Respondents in

Percentage

Yes 18.57
No 81.43

52
 No of Respondentss in Percentage

19%

Yes
No

81%

Interpretation:

The respondents are not aware about a new project launched by Mubeen air travelers- Mubeen
air travelers business associate. That is why there are 81% people who opted for the no option.

Q7. Are you ready to associate with Mubeen air travelers?

Ready to start an associate with Mubeen air No of Respondents in Percentage

travelers
Yes 67
No 23
No response 10

53
 No of Respondentss in Percentage

10%

Yes
23%
No

67% No response

Interpretation:

Out of 100%, 67% people are ready to start an associate with Mubeen air travelers. As they are
satisfied with services provided by them. And the percentage of people who are not aware of this
project are more as well.

Q8. Rate Mubeen air travelers on a scale of 5?

Ready to start an associate with Mubeen air No of Respondents in Percentage

travelers
Bad 15
Average 10
Good 45
Very good 20
Excellent 10

54
 Ratings
50
45
45
40
35
30
25
20
20
15
15
10 10
10 7 7 8 8
5 5 6 6
5 3 3 4 4
1 1 2 2
0
Bad Average Good Very good Excellent

No of Respondentss in Percentage

Interpretation:

From the graph it is very clear that the rating on a scale 5 have mostly gone to good. This shows
the overall services given to the customers both B to B and C to B marketing is good and the
customers are satisfied.

Q9: Why did you choose us over other travel agents?

Choices over other travel agents No of Respondents in Percentage

Personal Experience with us 15

A Recommendation 10
Our Prices 20
Advertising 25
The reputation of the agency 30

55
 No of Respondentss in Percentage

15

30

10

25
20

Personal Experience with us A Recommendation Our Prices

Advertising The reputation of the agency

Interpretation:

From the graph it is very clear that Choices over other travel agents is almost good. This
shows choosing over other travel agents is Personal Experience with us is 15% ,A10%
recommendation,Our prices is 40%  ,Advertising 25% ,The reputation of our agency
30%.

Q10: How would you rate the quality of the service provided?

Rate the quality of the service provided No of Respondents in Percentage

Bad 6
Average 9
Good 39
Very good 26
Excellent 20

56
 Chart Title
45

40 39

35

30
26
25
20
20

15

10 9
6 5 5
5 3 3 4 4
1 1 2 2
0
Bad Average Good Very good Excellent

No of Respondentss in Percentage

Interpretation:

From the graph it is very clear thatrate the quality of the service providedalmost good.
This shows rate the quality of the service provided is with us is Bad is 6% ,Good 39%,
Average 9%, very good 26%, Excellent 31%.

Q11: How often do you travel outstation?

travel outstation No of Respondents in Percentage

Once in a year 12
6 months 16
3 months 25
Every month 24
Every week 23

57
 No of Respondents in Percentage

12
23

16

24
25

Once in a year 6 months 3 months Every month Every week

Interpretation:

From the graph it is very clear thattravel outstation almost good. This shows travel
outstation of the respondents us Once in a Year 12%, ,Once in 6 Months16% , Once in 3
Months 58%, Every Month 24% , Every Week 20%.

Q12: How do you Plan your Trip ?

No of Respondents in
Plan your Trip Percentage
By Yourself 17.57

Through a Travel Agent 82.43

58
 Chart Title
90

80

70

60

50

40

30

20

10

0
Plan your Trip By Yourself Through a Travel Agent

No of Respondents in Percentage

Interpretation:

The respondents plan their trip by themselves with 17% and through a travel agent 82% . This is
understandable through this chart.

Q13: What is most common type purpose of your travel?

Most common type purpose of your travel No of Respondents in Percentage

Family Vacation 25
Adventures 15
Business 40
Religious 20

59
 No of Respondents in Percentage

20
25

15

40

Family Vacation Adventures Business Religious

Interpretation:

The respondents plan Most common type purpose of your travel with 40 % and Family vacation
25%, Adventures 15% and Religious trips with 24%.This is understandable through this chart.

Q14: Where do you go most often?

Where do you go most often No of Respondents in Percentage

Hill station 25
Commercially Busy cities 15
Dessert 20
Historical significant palces 40

60
 Chart Title
60

50
4
4
40

30
11
3
20 3 40
2
2
25
10 20
15

0
Hill station Commercially Busy cities Dessert Historical significant palces

No of Respondents in Percentage

Interpretation:

The respondents plan Most often go to historical significant places with 53 % , 15% for
commercially busy cities, Hill station 25% and 30% dessert.This is understandable through this
chart.

Q15: Have You travelled Internationally?

You travelled Internationally No of Respondents in Percentage

Yes 60
no 40

61
 No of Respondents in Percentage

40

60

Yes no

Interpretation:

This is chart shows .Out of 100%, 60% people have travelled Internationally and say yes . And
the percentage of people who are not travelled are 40%.

Q16: With whom, Do you travel most often ?

With whom, Do you travel most often No of Respondents in Percentage

Family 35
Friends 20

62
 Colleagues 20
alone 25

35

25

20 20

4 4
3 3
2 2
1 1
Family Friends Colleagues alone

No of Respondents in Percentage

Interpretation:

The respondents plan Most often go with their colleagues with47 % , 35% with their family ,
with friends 20% and 30% alone.This is understandable through this chart.

Q17: Where do you like to stay ?

Where do you like to stay ? No of Respondents in Percentage

Expensive hotels 30
Economy Hotels 40
Resorts 30

63
 No of Respondents in Percentage

30 30

40

Expensive hotels Economy Hotels Resorts

Interpretation:

The respondents plan Mostly people would like to stay on the economy hotels with 40%,
expensive hotels 30% and resorts also 30%.This is understandable through this chart.

Q18: What is generally the length of the trip?

the length of the trip No of Respondents in Percentage

1-2 30
3-5 70

64
 No of Respondents in Percentage

35

60

1 to 2 3 to 5

Interpretation:

The respondents plan Mostly people wantthe length of the trip with 1 to 2 days is 35%, and 3 to
5 is 60%.This is understandable through this chart.

Q19: Do you have Membership of any Holiday Clubs ?

Membership of any Holiday Clubs No of Respondents in Percentage

Yes 41
no 59

65
 Chart Title

60

50

40

30

20

10

0
Yes no

No of Respondents in Percentage

Interpretation:

This is chart shows .Out of 100%, 41% people have the membership and say yes . And the
percentage of people who have not got the membership in the club are 59%.

Q20: Have you used any online travelling website ?Ifso,How often?

Have you used any online travelling website ? No of Respondents in Percentage

Ifso,How often?
None 30
Sometimes 20

66
 often 40
Every time 10

Chart Title
45
40
40

35
30
30

25
20
20

15
10
10

5 3 3 4 4
1 1 2 2
0
None Sometimes often Every time

No of Respondents in Percentage

Interpretation:

The respondents most of the people would like to use online websites for travelling with 40%
and 10% every time. This is understandable through this chart.

Q21: How Much do you spend on a trip on an average ?

You spend on a trip on an average No of Respondents in Percentage

Upto 5,000 30
5,000 – 15,000 15

67
 15,000 – 25, 000 38
Above 25,000 17

45 3
3
40

35 11

30

25 4

2 38 4
20 2
30
15

15 17
10

0
Upto 5,000 5,000 – 15,0000 15,000 – 25, 000 Above 25,000

No of Respondents in Percentage

Interpretation:

This is chart shows .Out of 100%, 73% people wish to spend in travel Internationally is above
25000,30% is up to 5000, 5000-15000 is 15%, 15000-25000 is 36%.

Q22: Do You wish to go for a World-tour ?

Do You wish to go for a World-tour ? No of Respondents in Percentage

Yes 80
no 20

68
 No of Respondents in Percentage
20

80

Yes no

Interpretation:

This is chart shows .Out of 100%, 80% people wish to travel Internationally and say yes . And
the percentage of people who are not wishing to travel are 20%.

Chapter 5 - FINDINGS

69
 The organization's special exercises are basically centered around the dominant part
picked administrations. Different administrations were as of late began and the
respondents has no much information about them.

 It is evident that the respondents have tie up with visa branch of the organization and
outside trade also. This shows the organization has huge relationship with different
instruction consultancies and other travel offices.
 That 67% respondents have done exchanges before through Mubeen air voyagers or
rather have utilized their administrations and just 33% have not utilized their
administrations. This shows the organization is solid.
 The current affiliations they have with different consultancies are prepared to acquire an
ever-increasing number of clients as 64% individuals have told yes. This will help in
expanding the income of the organization
 More than 60% respondents have selected to procure commission. This shows the
primary point of B to B promoting is to win commission. On the off chance that the
organization needs more tie ups, at that point the association needs to expand their bonus.
 The respondents don't know about another undertaking propelled by Mubeen air
explorers Mubeen air voyager’s business partner. That is the reason there are 81%
individuals who settled on the no choice
 The respondents the majority of the individuals might want to utilize online sites for
going with 40% and 10% without fail. This is reasonable through this diagram.
 The respondents plan Most frequently go with their partners with47% , 35% with their
family , with companions 20% and 30% alone. This is reasonable through this diagram.

70
 Chapter 6- SUGGESTIONS AND CONCLUSION

A. Competitors like Make My Trip and others have thoroughly begun to battle their
administrations through Social media and TV Ads. Mubeen Air Travels can likewise have their
promotion battle to make mindfulness about administrations.

B. To improve Mubeen Air Travels Business Associate, organization should begin special
exercises like public expos, private occasions, and internet-based life to create mindfulness about
their items and administrations.

C. When asked the workers they recommended that more monetary standards like UAE
Dirham, Chinese Yuan and so on ought to be included into the cash trade office.

D. Mubeen Air Travels does vital tie-ups with abroad instructive specialists, trip specialists
and banks. Be that as it may, the catch up with those customers after tie-up is poor. Thomas
Cook needs to find a way to guarantee relationship with B2B customers.

E. Mubeen Air Travels needs to think of a repositioning effort as a large portion of the
respondents didn't know Mubeen Air Travels does remote trade. Mubeen Air Travels significant
income originates from remote trade

CONCLUSION

71
This Project demonstrated great as it gave information on advertise circumstances of Mubeen Air
Travels as well as the strategies identified with occasions and remote trade. It likewise gives
information about the Mubeen Air Travels.

Through this investigation the current circumstance, patterns, pieces of the overall industry of
outside trade showcase were comprehended inside and out. The components that were
comprehended were the means by which the piece of the pie can be expanded in Chennai district,
what impacts the client to purchase a specific organization's items and to pull in the clients what
best the organization can do from its side that would lead in improving the acquisition of the
item by the clients.

To see this market circumstance a survey was readied which was filled by 70 respondents in
Chennai locale, and from their reactions the connection between Thomas Cook and offices were
known, the client sees about Mubeen Air Travels was comprehended and the ad lib techniques
for Mubeen Air Travels was found out . The last decision about investigation is, that various
issues and clusters are found out, comprehended and broke down in the current remote trade
showcase.

72
BIBLIOGRAPHY

REPORTS

 Company brochures

BOOKS

 Marketing Research – Naresh K Malhotra

 B to B Marketing – Dheeraj Sharma

NEWSPAPERS

 B to B marketing Management – July

WEBSITES

 www.mubeen.co

REFERENCES:

73
 1. Lu, J., & Nepal, S. K. (2009). Sustainable tourism research: An analysis of papers
published in the Journal of Sustainable Tourism. Journal of sustainable Tourism, 17(1),
5-16.
2. Ritchie, B. W. (2004). Chaos, crises and disasters: a strategic approach to crisis
management in the tourism industry. Tourism management, 25(6), 669-683.
3. Zeng, B., & Gerritsen, R. (2014). What do we know about social media in tourism? A
review. Tourism management perspectives, 10, 27-36.
4. Law, R., Buhalis, D., &Cobanoglu, C. (2014). Progress on information and
communication technologies in hospitality and tourism. International Journal of
Contemporary Hospitality Management.
5. Kusluvan, S., Kusluvan, Z., Ilhan, I., &Buyruk, L. (2010). The human dimension: A
review of human resources management issues in the tourism and hospitality
industry. Cornell Hospitality Quarterly, 51(2), 171-214.
6. Theobald, W. F. (Ed.). (2012). Global tourism. Routledge.
7. Hudson, S. (2012). Sport and adventure tourism. Routledge.
8. Novelli, M. (Ed.). (2005). Niche tourism: Contemporary issues, trends and cases.
Routledge.
9. Cooper, Chris. Tourism: Principles and practice. Pearson education, 2008.
(1997). Tourism: Politics and public sector management. Psychology Press.
10. Hall, C. M., &Higham, J. (Eds.). (2005). Tourism, recreation and climate change.
Channel View Publications.

QUESTIONNAIRE

74
Gender O Male O Female

Age O Below20 O 21-30 O31-40 O 40 & above

What are the services do you know that Mubeen Air Travels offers to its customers?

O International and Domestic holidays

O Foreign Exchange (Currency buy & sell, foreign DD & telegraphic transfers)

O Overseas student insurance

O Flights and hotel booking

O Money transfer

Do you have any tie up with any of the following departments of Mubeen Air Travels?

O foreign exchange

O domestic holiday department

O international holiday department

O visa department

O student’s insurance department

Have you done any transaction with Mubeen Air Travels before?

O Yes (If yes kindly share your experience) --------------------------------------------------------

O No

Are you ready to refer customers to Mubeen Air Travels?

O Yes

75
O If no why ------------------------------------------------------------------------------------------------

What benefits you are looking from Mubeen Air Travels?

O Best forex rate to the customers

O To improve B to B

O To earn commission

O To get customer satisfaction

Are you aware of Mubeen air travelers Business Associate in Mubeen air travelers?

O If yes how ----------------------------------------------------------------------------------------------

O No

Are you ready to associate with Mubeen air travelers?

O yes

O no

O neutral

Rate Mubeen air travelers on a scale of 5?

1-bad 2-average 3-good 4-very good 5-excellent

O bad

O average

O good

O very good

O excellent

Why did you choose us over other travel agents?

76
 O Personal experience with us

O A recommendation

O Our prices 

O Advertising

O The reputation of our agency

How would you rate the quality of the service provided?

Ο Bad
Ο Good
Ο Average
Ο Very good
Ο Excellent

How often do you travel outstation ?

O Once in a Year

O Once in 6 Months

O Once in 3 Months

O Every Month

O Every Week

How do you Plan your Trip ?

O By Yourself

O Through a Travel Agent

What is most common type purpose of your travel ?

77
 O Family Vacation

O Adventures

O Business

O Religious

Where do you go most often ?

O Hill Stations

O Deserts

O Historically Significant places

O Commercially Busy cities

Have You travelled Internationally?

O Yes

O No

With whom, Do you travel most often ?

Ο Family
Ο Friends
Ο Colleagues
Ο Alone

Where do you like to stay ?

Ο Expensive Hotels
Ο Economy Hotels
Ο Resorts

What is generally the length of the trip?

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Ο 1-2 days
Ο 3-5 days

Do you have Membership of any Holiday Clubs?

Ο Yes
Ο No

Have you used any online travelling website? Ifso,How often?

o none
o sometimes
o often
o every time when I plan a travel

How Much do you spend on a trip on an average?

o Upto 5,000
o 5,000 – 15,0000
o 15,000 – 25, 000
o Above 25,000

Do You wish to go for a World-tour?

Ο Yes
Ο No

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