thomas cook india ltd
TRANSCRIPT
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INDUSTRIAL TRAINING PROJECT PRACTICUM
ON
Submitted by
Prabhnoor Singh
(Roll No.104973268923)
B.Sc (ATHM) 6th Semester
Batch: 2010-2013
In the partial of fulfillment of the requirement for the degree
of
Bachelor of Science
(Airlines Tourism & Hospitality Management)
Submitted to:
Mr. Manish Kumar
(H.O.D)
Punjab College of Technical Education
Affiliated to Punjab Technical University
Jalandhar
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DECLARATION
I Prabhnoor Singh studying in Punjab College of Technical Education,
Baddowal, Punjab do hereby declare that this Training Report related to
Thomas Cook has been prepared by me after completing my Training in the
same, as part of the requirements of the B.Sc. ATHM program of Punjab
Technical University (Batch of 2010-2013).
My guide for the same has been Mr. Manish Kumar
Prabhnoor Singh
Roll No.104973268923
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ACKNOWLEDGEMENT
There is always a sense of gratitude one expresses to others for the helpful
and need service they render during all phases of life. I have completed thistraining with the help of different personalities. I wish to express my
gratitude towards all of them.
It gives me immense pleasure to express my deep regards and sincere sense
of gratitude to Mr. Manish Kumar (Head of Airlines, Tourism &
Hospitality Department) for his guidance throughout the training. I would
also like to thank sir for their support which helped me throughout my
training. I am highly reverential to them as our placement coordinator, for
their efforts towards our training arrangement. I am also thankful to other
staff of my dept for helping me to complete this report.
I would like to thank Mr. Hardeep Singh Sodhi (Manager) for steering my
confidence and capability for giving me insight into training by giving meexposure to the arena of competitive and real world. Lastly I would like to
thank my parents and friends for their constant support during the duration
of my training.
Prabhnoor Singh
B.Sc. (Airlines, Tourism & Hospitality Management) 6th Semester
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Title of Project Thomas Cook
Name of the Student Prabhnoor Singh
University Roll No. 104973268923
Specialization Telecalling, Sales and MarketingName of Major Advisor Mr. Manish Kumar (HOD)
Degree to be awarded B.Sc. Airlines, Tourism &
Hospitality Management
Year of degree completion 2010-2013
Name of College/ University PCTE Ludhiana (Punjab
Technical University), Jalandhar
ABSTRACT
The following report gives the overview of the organization, its divisions,
basic working and the work undertaken by me, which formed the industrial
training components of the Bachelor of Science (Airlines, Tourism and
Hospitability Management) degree.
In particular, this report examines my involvement in particular instructions
executed by my host Company Thomas Cook. This report encompasses all
the necessary details of the company and how the Holiday Packages
division words and the work handled by me during the training period.
______________________ ______________________Signature of Project Advisor Signature of Student
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PREFACE
This report is an overview of the analysis of Domestic Airline Strategies in
Ticket Distribution. The project gives specific emphasis on the Indian
domestic airlines, explaining the factor that pulls the consumer towards
choosing the services of airlines.
It is survey done explaining the likes of the passengers while selecting an
airline.
As India's booming economy, and the deregulation of the aviation industry,
has brought about a huge increase in the number of domestic airlines in
India in recent years. Passengers can now choose from one government
owned full service airline, three privately owned full service airlines, and
five privately owned low cost carriers.
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TABLE OF CONTENTS
CHAPTER
NO.
SR.
NO.
CONTENTS PAGE
NO.
UNIT 1. INTRODUCTION TO TOURISM INDUSTRY 1-3
SOME IMPORTANT FACT
UNIT 2 COMPANY PROFILE 4-29
INTRODUCITON
ORGANISATION STRUCTURE
DEPARTMENT OF THE ORGANIZATION
WORK HANDLED DURING THE TRAINING
EMLOYEES OF THE COMPANY
NUMBER OF THE BRANCHES OF THE
COMPANY
SWOT ANALYSIS
UNIT 3. WEEKLY REPORT 30-33
UNIT 4. WORK EXPERIENCE DURING TRAINING 34
UNIT 1
INTRODUCTION
1.1 OVERVIEW OF INDUSTRY AS A WHOLE
Travel and Tourism one of the world's largest foreign exchange earner among industries,
provides employment directly to millions of people worldwide and indirectly through
many associated service industries. A very wide industry, it includes Government
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tourism departments, Immigration and customs services, travel agencies, airlines, tour
operators, hotels etc and many associated service industries such as airline catering or
laundry services, Guides, Interpreters, Tourism promotion and sales etc. Travel and
Tourism enterprises include major internationals with a workforce of thousands, to the
small private travel agent with a handful of employees.
Work in the travel and tourism industry is essentially concerned with providing services
for people who are away from home, on business or holiday. Travel can be leisure travel
involving package tours, pilgrim travel, adventure travel etc or purely business. Work at
every functional level in the industry involves dealing directly with people. Travel agents
assess the needs of tourists and businessmen and help them make the best possible travel
arrangements from the many travel options available. Also, many major cruise lines,resorts, and specialty travel groups use travel agents to promote travel packages to the
millions of people who travel every year.
Travel company personnel must be up-to-date on current rules and regulations and
documentation required, in areas like cargo, ticketing and passports, visas etc. so as to
correctly advise their clients, and to take care of the paperwork when necessary. Besides
this, all tourism staff in marketing, counter sales, or guide services, should be
knowledgeable about the places their clients visit, in terms of general background, how
to get there connections by air, rail and road and the facilities available.
In India, Travel and tourism, as an industry, has been somewhat slower to take off than
in many other places. However, with increasing worldwide interest in travel, and with
the Government's encouragement of its activities, it is undergoing massive expansion
and improvement. This forecasts a bright future for all those who choose to make a
career of travel and tourism. Young people with drive and a capacity for hard work can
rise to top positions very quickly in travel and tourism or even head their own agencies.
A job in the industry gives good returns as well as perks including opportunity to see
many locales at low prices.
1.2 CURRENT UPDATES OF DOMESTIC AIRLINES IN INDIA
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Travel agents threaten to stop selling airline tickets
Major travel agents have threatened to stop selling domestic and international air tickets
until airlines agreed to restore commissions that they had said they would scrap starting
October 1, citing higher costs and slower growth.
The decision was taken at a meeting in Mumbai by the country's three top travel
associations the Travel Agents Association of India, Travel Association Federation of
India and Indian Association of Tour Operators representing over 4,500 IATA-
accredited international and domestic agents and more than 85 per cent of the total air
ticketing business.
The associations said they would stop selling tickets if a meeting between the agents and
leading airlines scheduled for July 24 in Delhi did not come out with a solution.
The move could impact air travelers, who may face problems booking or canceling
tickets only through company-owned ticketing counters or through the internet, which is
not a popular option for international travel.
Airlines have been giving agents 5 per cent of their base fare on the tickets as
commission, a recent reduction from the earlier 9 per cent. Last month, domestic airlines
Jet Airways, Kingfisher and Air India unilaterally sent letters to travel agents saying no
commissions would be given from October 1. Foreign carriers like Lufthansa, Singapore
Airlines and British Airways, among others, did the same. Airlines say they will save
over Rs 1,000 crore from the move.
"This zero-commission is the question of our very existence," said Sunil Bijlani, a travel
agent from Mumbai.
Agents question the premise of doing away with the commission and cite examples of
Australia and Japan, where the commission is still 9 per cent. "Airlines like British
Airways and Singapore Airlines are profitable. Why do they not want to pay us?"
questions Hari Devnani, a travel agent.
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Airlines in Pakistan recently introduced zero-commission for the agents but reversed the
decision within a week.
1.3 MARKET SHARE OF AIRLINES IN INDIA
The total fleet size of commercial airlines in India is 439. In 1994 the Air Corporation
Act of 1953 was repealed with a view to remove monopoly of air corporations on
scheduled services, enable private airlines to operate scheduled service, convert Indian
Airlines and Air India to limited company and enable private participation in the national
carriers. However, beginning 1990 private airline companies were allowed to operate air
taxi services, resulting in the establishment of Jet Airways and Air Sahara. These
changes in the Indian aviation policies resulted in the increase of the share of privateairline operators in domestic passenger carriage to 68.5% in 2005 from 0.4 of 1991.
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UNIT 2
2.1 PROFILE OF THE ORGANISATION
Company Profile
Thomas Cook (India) Ltd. is the largest integrated Travel and Travel related Financial
Services Company in the country offering a broad spectrum of services that include
Foreign Exchange, Corporate Travel, Leisure Travel, and Insurance. The Company
launched its Indian operations in 1881 and is celebrating its 127 years of world-class
service in India. Thomas Cook (India) operates in the following areas of business,
namely: Leisure Travel, Corporate Travel Management, MICE, ForeignExchange, SWIFT Network, Travel Insurance, Credit Cards, Pre-Paid Cards,
Life Insurance and E-Business.
Post March 31st 2008, Thomas Cook (India) Limited (TCIL) is a part of Thomas Cook
Group plc UK (TCG). On March 7th 2008, TCG announced its decision to acquire
TCIL from Dubai Investment Group. Thomas Cook Group plc is one of the largest
travel groups in the world with a market capitalization of approximately US$6 Billion.
In June 2006, Thomas Cook (India) acquired LKP Forex Limited and Travel
Corporation (India) Pvt. Ltd. (TCI).
TCIL presently operates in over 61 cities across almost 166 locations in the country.
The company has overseas operations in Sri Lanka which is a branch of TCIL and
Mauritius which is a subsidiary of Thomas Cook (India). The Company employs over
2,500 resources and is listed on both the Bombay Stock Exchange as well as the
National Stock Exchange.
Thomas Cook (India), over the years has received several prestigious awards such as
the Golden Peacock Award for excellence in Corporate Governance and the Pacific
Asia Travel Association (PATA) Golden Award for Best Travel. Recently, the
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Company won the Best Tour Operator at the CNBC Awaaz Travel Awards 2008 and
was also accredited the P1 rating which is the highest financial rating given by Crisil.
History of Thomas Cook
In 1841, young Thomas Cook arranged an 11-mile train journey for a motley group of
passengers from Leicester to Loughborough. And it marked the beginning of a chapter
in history. He went on to introduce a railway tour of Europe. But it wasn't until the
early 1860s that he began the travel firm, Thomas Cook & Son, which included tours
of the USA. The Company also started operations for military transport and postal
services for England and Egypt during the 1880s. The world got around and by the
early 1900s, the who's who of the era - kings, politicians, bishops and professors -
patronised Thomas Cook's travel itinerary.
As the years passed by, the Company introduced the world to a whole new concept of
leisure and business travel. Driving innovation in the business, it connected continents
and presented the people an economic and state mode of travel across them.
In 1881, Thomas Cook started its India operations, with its first office being set up in
Kolkata. As it expanded its horizons across the subcontinent, the Company came to be
known as Thomas Cook Overseas Ltd. And on 21st October 1978, it was christened
Thomas Cook (India) Ltd, only to make its first public issue in February 1983. In the
year 2000, the Group commenced its operations in Mauritius and also acquired the Sri
Lanka business from Thomas Cook Overseas Ltd, UK.
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Awards
Thomas Cook (India), over the years has received several prestigious awards such as the
Golden Peacock Award for excellence in Corporate Governance and the Pacific Asia
Travel Association (PATA) Golden Award for Best Travel. Recently, the Company also
won the Best MICE Operator Award and was also accredited the P1 rating which is the
highest financial rating given by Crisil.
Apart from this Thomas Cook has won the following awards:
Best Travel Agency Award 2004 given by TTG Asia - Part of Pacific Asia
Travel Association (PATA) for the 5th year in succession.
The Golden Peacock Award for Corporate Governance,
for the second time in a row. The Criteria for this award are
transparency, excellence in conducting business, various
levels of management, social and environmental
responsibility, ethical business practice and Consistent
creation of value for all the stakeholders.
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The National Tourism Award for 2001-2002 & 2002-2003, winning the second
rank in category 1 for the company that achieved the highest foreign exchange
earnings from Ministry of Tourism.
National Tourism Award - Best MICE Operator 2006-07
National Tourism Award - 3rd prize Inbound Operator 2006-07
The Association of Business Communications of India (ABCI) where
the company won the first prize for its website - www.thomascook.co.in
Awarded "The Best Outbound & Inbound Tour Operator of the Year" award
at the Hospitality India Awards 2006 hosted by Hospitality India.
Recipient of the prestigious Government of India Ministry of Tourism award for
"Excellence in Conference Tourism"
Best Travel Agency - India for the year 2008 by TTG Asia - Part of Pacific
Asia Travel Association (PATA)
Best Tour Operator by CNBC Awaaz in 2008
Best Outbound Tour Operator in the 4th Hospitality India & Explore the world
Annual International Awards - 2008
2.2 SERVICES
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Holidays - Inbound
Inbound Tourist refers to tourists/ travelers coming to India.
Inbound tour operators promote India as a tourist destination. We organize tours for
foreign tourist visiting India. We organize Individual tours, group tours and
Conferences. Various services offered in inbound business are accommodation,
ticketing, roundtrip, excursion, land arrangements, airport transfer etc. These services
are procured from providers of these services like hotels, airlines, transporters, guides
etc. within India. Customers are typically individuals and are sourced by overseas
principals, tour operators or travel agents. TCI, one of the subsidiaries is among the
leaders in inbound tourism and works closely with tour operators worldwide.
TCI has a widely distributed network of travel agents and tour operators worldwide. It
has around 20 offices in India and a total of 11 offices in USA, Canada, UK, France,
Germany, Spain, China, Korea, Japan and Australia.
We also act as a ground handling agent domestically for Charter flights coming from
international destinations. We also offer customized individual holidays, group
escorted holidays, MICE (Meeting, Incentive, Conference and Exhibition)arrangements and emergency medical assistance.
Inbound travelers handled by our Company are primarily from Europe and USA. Our
company enters into business arrangements with the foreign tour operators for
servicing their customers when they arrive in India.
International Holidays
Outbound tourist refers to Indian Nationals traveling out of India.
Our Company offers outbound tour packages across approximately 50 Countries.
Outbound packages include various services like air tickets, visa, travel insurance,
airport transfer, hotel accommodation, sight seeing, etc.
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International Holidays is further classified into following categories:
1. Group Escorted Holidays: These are ready made packages where a group of
travelers is escorted by a Tour Manger.
2. Customised Individual Holidays: Tailor made packages based on individual
requirements
3. MICE: Dealers/Employees are sent on tour by Corporates.
4. Sales agency amongst others for Star Cruise, Rail Europe, Globus, Cosmos
Tours, Greyhound, Amtrak, Rocky Mountaineer Vacations, Japan Rail and Costa
Cruises
Domestic Holidays
Domestic Travel refers to Indian Nationals (Tourists, Business Travelers, Students, Leisure
travelers) traveling within India. Various services offered are accommodation, ticketing,
roundtrip, excursions, land arrangements, airport transfer, etc. These services are procured
from service providers like hotels, airlines, transporters, guides, etc.
TCI, one of our subsidiaries specializes in special interest and incentive tours, conferences and
air charter / cruise ship ground operations. It operates its own Taj Mahal Tour and Delhi City
Tour and is a General Sales Agent ("GSA") for the Palace on Wheels and the Deccan
Odyssey.
We are active members of various industry and professional organizations.
Air Tickets
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Book your Air Tickets for your travel with us either offline or online through the site
www.thomascook.in. We offer a complete range for flights, right from Low Cost to Full
service Airlines, to choose from. From time to time we have great deals to offer you on
your flights, Please check out the latest deals and book your flight today on
www.thomascook.in
Corporate Travel
Corporate Travel forms a dominant share of overall travel business of our Company. We
manage the travel budgets of several large national and multinational companies. Our large
scale of operations enables us to effectively manage travel budgets of several Multi National
Companies, Blue-Chip companies and Multinational banks to their advantage. Our Company
provides Integrated Travel Management / Advisory Services to more than 300 Corporates.
Our Company provides customers a complete basket of products for all their travel needs:
Air Reservations
Hotel Reservations
Land arrangements which includes sight seeing, car rental, transfers etc.
Passport / Visa Service
Conference / Incentive tour arrangements
Foreign Exchange
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Insurance
Our branches specialize in offering tailor-made Travel Policies for each corporate, thereby
bringing savings on spend.
Based on requirements and volumes of business, corporate are serviced either by having a
dedicated relationship team visits client's office regularly or having a dedicated & expert travel
consultant with Centralised Reservation System located at the client's site as an 'implant'.
Meetings, Incentives, Exhibitions & Conferences
One Stop Shop for all your travel needs i.e. air tickets, accommodation, event management,
forex, visas, travel insurance etc. Hands on approach of senior management, including
travelling along with the group Dedicated team in each hub providing specialised services Most
experienced and cooperative Tour Managers in the industry Operations geared up to handle
large groups. We have successfully handled several groups of over 300 pax in the year 2008 A
specialised quality control department that would ensure smooth delivery of services at every
stage.
Experience: This refers to the experience of the travelers right from the time they board the
airline to the foreign destination till the time they come back. The travel here is a REWARD for
the dealers/employees of the company who have done well over a period of time. The
company (as well as the employees) expects the trip to be an enjoyable, hassle free and fun
filled "experience". We at Thomas Cook understand their concern and provide them this
experience through our:-
Experienced, dependable and extensively traveled Tour Managers, who are available
with the group 24 X 7, provide their personalized services to the group and at times, act
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as crisis managers. In contrast, the other tour companies often send their ticketing
person as the "tour manager".
The requests for special Dietary requirements are taken care of completely. The Indians
are very particular about the food they eat (e.g.) Jain food. We make sure that our clientsget the same, irrespective of the location they are traveling to.
The sightseeings that we offer are often exotic and different from the rest of the tour
operators.
Customer Focus/Customer Centric/Exceptional Service: This primarily refers to the
experience of the corporate with our sales representatives. There is a huge extent of
customization in case of a MICE trip in terms of destinations, hotel requirements, conference
needs, sightseeings to be covered, gala dinner venue, team building activities etc. Our prime
focus is always to cater to our customers specific needs and the intent is to delight the
customer by always delivering more than promised by us/expected by them.
Dependable: This comes out of the reputation of the company (TCIL) and the vast experience
of handling a large number of MICE movements in the past. The fact that we have got trusted
business partners (suppliers) for every destination and that there is always an experienced tour
manager with the group ensures that the clients feel secure when they travel with us.
Moreover, the reputation of the company ensures that there will be no let up in the service
quality and there wont be any trivial financial issues.
Reservoir of Knowledge: The experienced employees of the MICE business make sure that
they function as a "travel consultant" to the client rather than being a "travel agent" to them. We
believe that with our expertise, we are in a position to provide multiple options to our
customers. This is especially true in case of clients who have a budget constraint. Once the
client is provided with multiple options along with the pros and cons for the same, they are in a
much better position to take a decision regarding the destination as well as the services that
they expect us to provide them.
Value for Money/Cost Effective: We are committed to provide quality service to our clients
and we do not believe in any compromise on the same (0% Compromise). We make sure that
the experience that our clients get is of a greater value than the cost that they pay for it. If our
cost is more than the competition, then there is ALWAYS a very strong reason for the same
(which could be better quality of hotels, better airlines, EXTRA inclusions etc.). Our endeavour
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is to have our customers delighted by our services so that at all times, they feel that they have
got something EXTRA than the worth of the currency that has been spent on it.
Product Innovation: Over the last decade or so, the MICE industry has been booming. Since
then, some of the companies have been traveling each year (with multiple
incentives/conference tours). They are always looking out for new destinations for the incentive
trips. Our endeavour is to be ahead of the competition at all times and product innovation is
one way of doing that. We have promoted new destinations at different points of times which
have traditionally never been thought of for a MICE trip. E.g. Jordan, Japan, Macau, Canada.
Moreover, within the same destinations, we have managed to change the product mix by
changing the venues for Gala Dinner (at cruise, Desert Safari etc.) or including some exotic
sightseeings or providing some out of the box team building activities or in any other way.
Wide Reach: We are confident of providing our customers with the best of the services at any
destination that they wish to visit. This is due to the vast resources of the company and due to
the number of trusted business partners that we have all over the world.
One Stop Shop for MICE needs/Integrated travel services: Its our firm belief that once the
customer enters one of our offices, all his travel needs will be catered to. We provide the
customer with the forex services, insurance cover and a travel card. Moreover, we can service
their visa requirements better than any other tour operator because of our goodwill and the
relationships that we have with the various embassies/consulates. We have the ability to
provide the customer with a 360 degree experience on a consistent basis.
Work with Play: This is particularly true in case of the corporates who have an offsite for a
conference/meeting. We ensure that after a hard days work, they have a relaxed and fun filled
evening. This can be done by sending them on a night cruise or by treating them to a Gala
Dinner with free flow of liquor and a Live DJ. In one of the cases, we had sent a couple of VJs
and RJs (RJ Taraana) from India who made sure that everyone from the group was involved in
the fun activities.
Foreign Exchange
Thomas Cook has been granted an authorized dealers' license (category II) by RBI to deal in
foreign exchange through its designated branches. Under this license, we have been, inter-alia,
granted permission to undertake the following activities:
1. Retail purchases of foreign currencies and travelers cheques.
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2. Bulk purchases/sales of foreign currencies from/to authorized dealers, money
changers and franchisees.
3. Release / remittance of foreign exchange for the following activities:
a. Private Visits
b. Remittance by tour operators/travel agents to overseas agents/ principals/
hotels
c. Business Travel (including for Central and State Government officials)
d. Fee for participation in global conferences and specialized training
e. Payment of crew wages
f. Film Shooting
g. Medical Treatment abroad
h. Overseas Education
i. Remittance under educational tie up arrangements with universities
abroad
j. Maintenance of close relatives abroad
k. Stall rentals and participation fees in connection with participation in
overseas exhibitions / fairs
4. Import and export of foreign currency and export of encashed Traveler's Cheques
5. Maintenance of foreign currency accounts with banks abroad and undertaking
forex cover operations in India and abroad.
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The activities permitted by RBI are carried out only at the specific locations permitted by RBI.
As an Authorized Dealer, we are a member of the Foreign Exchange Dealers Association of
India.
Our Company provides the foreign exchange and payment solutions for:
Individual travelers
Foreign exchange for leisure outbound travelers
Foreign Exchange for migration, employment, medical treatment
Remittances for students studying abroad, gift remittances etc
Encashment services & inward remittances for inbound tourists visiting
India, Non Resident / Resident Indians.
Corporates
Travel money and remittances for business travelers.
On site support for inbound tour conferences.
Film production houses traveling for shoots abroad.
Remittances of tour proceeds for tour operators.
Institutions
Bulk purchases and sales of foreign currencies from Banks, Non Bank
Retailers and Money Changers.
Our business model revolves around leveraging its position as an Authorized Dealer with
systems, ability and experience of handling large volumes of forex transactions for both
wholesale and retail customers in a highly cost-efficient manner.
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Foreign Exchange - Products and Services
As an Authorised Dealer, our services includes wholesale and retail purchase and sale of
currency notes, Purchase and Sale of Traveler Cheques ("TC"), pre paid international cards,
inbound and outbound remittances and Money Transfers ("MT"). Some of our products and
services are:
Purchase and Sale of currency notes in 26 destination currencies
Purchase and Sale of foreign currency denominated travelers cheques
Thomas Cook Global Money Card and Citibank World Money Card as prepaid
cards, which is a convenient way to carry money overseas
Foreign Currency Drafts
Wire transfer of Funds
Remittance of money into India through MoneyGram
Cash Advances against International Credit Card
Network
Our strong network enables us to attract large wholesale clients such as public and private
sector banks, FFMC's and RMC's to use our services. We have a strong network of
approximately 160 offices in 55 cities and 100 RMCs & Hotel Franchisee.
Our Company has foreign exchange counters at the international airports of Mumbai, New
Delhi, Kolkata, Chennai, Cochin and Trivandrum which are open 24 hours and 365 days a year
to cater to the needs of the international travelers. Our Company also has a round-the clock
Foreign Exchange counter at the New Delhi Railway Station.
Thomas Cook Credit Card
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Our Company offers Thomas Cook credit card in association with ICICI Bank Limited.
Our Company and ICICI Bank are marketing and issuing a co-branded credit card to the
customers for using the same at various Master Card retail merchant establishments for
availing benefits attached to the said card. The card has been devised as part of loyalty
program for the products of the company with benefits attached to spend through the
card at Thomas Cook outlets.
Salient Features:
Thomas Cook Titanium MasterCard features in brief:
The card has been specially designed for frequent travelers.
Attractive 6 reward points for each spend of Rs.100 on the card on Thomas Cook
products
- Free Delivery of Foreign Exchange within city limits
Rs. 5,000 discount on any Thomas Cook GIT product
1 Free Air ticket to a domestic destination on the issuance of new card
Complimentary travel inconvenience insurance policy
Access to MasterCard travel lounges at Airports across the world
Redemption of reward points for Thomas Cook holiday packages, hotel stays, air
tickets, airline upgrades, etc
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Conversion of Thomas Cook reward points to frequent flyer miles - convert the
reward points earned on card to frequent flyer miles on select domestic airlines.
Positioned as a comprehensive travel card
Assured gifts for the joining fees - free air ticket / discount voucher
Higher reward points for card swipes at Our Company's outlets
Redemption of reward points against Thomas Cook products encouraged
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Travel Insurance
Insurance business of being carried out through our 100% subsidiary - Thomas Cook
Insurance Services (I) Ltd. ("TCISL"). TCISL is a corporate agent of Tata AIG General
Insurance Company Limited. TCISL entered insurance distribution in 2001 and offers thefollowing products and services:
1. "TravelCare" (Overseas Travel Insurance) - Travel Care offers security for
travelers which covers travel insurance, hospitalization, loss of documents,
Repatriation of Remains, emergency Cash Advance or any other crises which
requires assistance.
2. "FamilyCare" - An Overseas travel Insurance cover for entire family of 4-5
persons with single overall sum insured.
3. "ScholarCare" (Overseas Student Insurance) - A customized product for all
students studying abroad which ensures timely assistance in case of unexpected
surprises in a foreign land.
4. CorporateCare (Overseas Corporate Travel Insurance) - For Companies
where employees travel abroad frequently on work, we have customized grouppolicies. All foreign trips undertaken by employees in a year are covered under a
single policy.
TCISL provides all insurance products at all our outlets, leveraging on ability to cross sell
insurance products to our Travel and Forex customers.
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Logos
Thomas Cook logo (4 colour, CMYK)
Intended for use in full colour print applications, you can download this logo
here
Thomas Cook logo (single colour)
For use in one colour print applications, you can download the single colour
logo here
Thomas Cook logo (black and white)
For use in black and white print applications, you can download this logo
here
2.3 PROBLEMS OF THE ORGANISATION
. Low capital investment by the partners
. Costly as compared to services provided
. No discount provided
. No branches in different states
http://www.thomascook.in/corporate/downloads/TC_Master_cmyk.ziphttp://www.thomascook.in/corporate/downloads/TC_Master_P287.ziphttp://www.thomascook.in/corporate/downloads/TC_Master_sw.ziphttp://www.thomascook.in/corporate/downloads/TC_Master_cmyk.ziphttp://www.thomascook.in/corporate/downloads/TC_Master_P287.ziphttp://www.thomascook.in/corporate/downloads/TC_Master_sw.zip -
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2.4 COMPETETION INFORMATION
Name Location Specialists
J S World Travels JayEss World Travel
Janak Puri Air Ticketing Agents For Domestic, Railway Ticketing
Agents, Air Ticketing Agents
For International
Sai G Travel N Forex Pvt
Ltd
Hauz Khas Air Ticketing Agents For
Domestic, Money Exchanger,
Tour Operator
Seven Seas Tours &
Travels
Connaught Place Air Ticketing Agents For
Domestic, Air Ticketing Home
Delivery, Air Ticketing IATA
A 2 Z Travel Planners Noida Air Ticketing Agents For
Domestic, Air Ticketing
Agents For International, Tour
Operator
Nimbuss Incredible India Pusa Road Air Ticketing Agents For
Domestic, Car Hire, Railway
Ticketing Agents
2.5 TICKETING PROCESS OUTSOURCING
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An Introduction
It presents an approach towards outsourcing in the areas of back office processing of
Ticketing Helpdesk and Fulfillment Services for the flight and/or holiday businesses of
Travel Agencies.
Travel Agencies today can avail of outsourcing options that provide enhanced efficiency,
better quality of service and superior value.
The document provides information on why outsourcing of ticketing operations is
becoming a practical, viable and efficient option for Travel Agencies to cut down on
operating costs. The document also details some typical processes that can be evaluated
by mid-to-large sized Travel Agencies for outsourcing. Finally, it lists the essential steps
towards structuring a commercial engagement for outsourcing.
The Case for Outsourcing Ticketing processes
For Travel Agencies, ticketing is a function that entails high process time, while being
low as a value generating function. It is a function that adds to the agencys costs in
terms of the time spent on query handling and ticket distribution, while the agency does
not create additional value by handling this process on its own. Nor is there a significant
Knowledge protection issue that necessitates this process being handled directly by the
agency.
Reducing Costs:
On the contrary, agencies can drastically reduce distribution costs and improve the
customer travel experience, by outsourcing the ticketing function. Outsourcing enables
the agency to redirect staff to handling the real-time needs of its customers, whether
those customers are calling from office, home or from an airport. Call center staff are
thus freed up to deal with customer enquiries, rather than processing tickets. This enables
the Travel agency to streamline its business processes and cut overheads through
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outsourcing, and thus drive customer service and concentrate on core areas of its
business.
Relevant Experience:
The ticketing processes outlined in this paper are predominantly fares related. Fares is an
area where an Outsourcing partner with the relevant experience can bring superior value
in terms of its fares expertise and trained and qualified fares experts. An outsourcing
partner with fares experts having experience in fare loading, quality check of fares and
rules, rules coding for both published as well as private fares, as well as working
experience on GDS-based fares systems can provide the right resource base to take on
a outsourced Ticketing operation.
Such a partner can not only manage the processes efficiently, but also improve
productivity levels once processes are stabilized after migration. Added to this, the cost
advantages by virtue of off- shore location and a flexible pricing model, make
outsourcing an ideal option for most mid-to-large Travel Agencies. Listed below some
key differentiating factors that a Travel Agency should look for, while outsourcing its
Ticketing operation:
Travel domain knowledge, with in-depth knowledge of airline & tour operator processes
Domain expertise in fares and ticketing
Trained and experienced travel industry professionals especially fares & ticketing
experts
State-of-the-art BPO delivery centre well equipped with systems, links and security
measures as required for any world-class operations
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Ticketing Process Outsourcing the Benefits
An outsourcing partner with the right expertise with fares and ticketing, coupled with
strong process frameworks, can ensure that a client looking to outsource its ticketing
functions stands to benefit in the following ways:
Outsourced services with defined Service Level Agreements and often exceeding
them.
Client Agencys core business requirements met without undue risk.
Painless Transition of the service delivery from the current provider using a realistic,
phased, low-risk approach.
Guaranteed bi-directional delivery through SLA driven tie-ups with globally reputed
courier companies.
Services delivered with price-predictability and scalability.
Break-even point for migration of services achieved within an agreed, specific time-
frame.
Innovation in reducing cost of services and improving operational efficiencies.
Allowance for market load and price flexibility without compromising quality.
Practical, working mechanisms for management, communication, escalation, risk
mitigation and service improvement
Outsourced Ticketing Operations Processes
Outsourcing of the Ticketing function to an Outsourcing Partner (referred to hereon
as Partner) can cover the following Operations Processes:
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Help Desk Support Process for Inter-branch Ticketing (IBT)
This process entails handling inbound calls only from Client Agency shops. Agents
from the Client Agency shops would call up for queries related to Published fares
(e.g. unable to obtain a fare quote of the itinerary or inability to attain the right
fare etc).
To address these, the Partner accesses the Fares database to resolve agent issues:
The query shall mostly be resolved and thereafter updated in 1P.
If unresolved, the query shall be escalated to Client Agency through email/ phone
and the caller shall be informed for the possible time of resolution.
Sat as per the Local Country Time of the Client Agency.
Ensuring Quality for the Help Desk Process
Call monitoring takes place of calls handled by different agents by the supervisor of the
team according to an assessment sheet with clear parameters .The supervisor shares the
strengths & weaknesses of the agent coach and puts back the agent on refresher trainings
if required.
MIS of calls handled is tracked by the supervisor to check the average handling time of
each agent. To ensure if a particular agent AHT is much higher than the prescribed time,
the supervisor ascertains the reasons and addresses it.
Queue Management & Resolution Process
This process entails processing rejected PNRs to enable printing of tickets through
Robots. The unresolved ticketing requests (PNRs) rejected from the ROBOT system
land on specific 1P queues, which are attended (manually intervened) to sort the
discrepancy.
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The PNRs are assessed in order of their priority and allocated to associates.
Agent have access to 1P, Fares database and intranet to investigate/ resolve the
reason for reject.
The discrepancy is then rectified and the PNR forwarded for Ticketing through
ROBOT ticketing system.
In case the discrepancy is out of scope the PNR is addressed to the originating
agent for further clarification or escalated to product/ ticketing team.
The Queues Processing & Dispatch process can be operational on a 24 x 7 pattern.
Ensuring Quality for the Queue Management Process
Quality is ensured for this process through remote monitoring i.e. viewing the
monitor of the agent from a remote location without his knowledge. A supervisor
does the monitoring to ensure the accuracy of action and quantity of messages
transacted and the quantum of calls escalated. This exercise is carried out
randomly for all agents.
Dispatch Process for tickets & other documents to the Client Agency
The process entails processing two separate types of documents:
b) Scheduled air ticket/ e-ticketing quality check & dispatch issued for a
journey at least 21 days ahead.
This process covers:
Inter-branch ticketing and flight-savers (Client Agency shop published)
Flight direct receipt letters (Client Agency shop nets)
Flight direct ticket dispatch (Sales center bookings nets / pubs)
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Flight direct invoice dispatch (Sales center bookings nets / pubs)
E-ticket itinerary dispatch
In this process, the Partners operation would receive scheduled airline tickets / E-tickets
(access from TIS) / invoices from the Client Agencys location for journeys commencing
over 20 days ahead from the date of dispatch. There can be a combination of receipt
letters received either through courier or printed by the Partners local printers
The documents namely, airline tickets, E-tickets, invoices and receipts are
counted, sorted and recorded in a particular order and segregated according to
specifications.
The documents go through a Quality Check to verify the details are correct and
In accordance with the information available in the system. If found in order, the
system is accordingly updated.
In case the ticket does not pass the Quality Check, it is accordingly rectified or
escalated. The escalated documents are packed separately.
The supporting documents / labels required are printed from the system. The
invoices are then scanned and stored.
The documents passing the set specifications are collated with other support
documents and put in envelopes and packed for dispatch after appropriately
labeling them to the Client Agencys shops or customers.
All transactions are counted, recorded and sealed for dispatch to the Client
Agency
This process shall be operational on a 24 x 7 pattern.
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b) Package holiday/ charter flight ticket/ invoice/ errata/ receipts dispatch
(Travel Cat) issued for a journey at least 15 days ahead.
This process covers:
Tour operator tickets
Tour operator errata
Receipt letters
Tour operator invoices
The transaction can include receiving documents / carrying out primary & secondary
verification and quality checks followed by dispatching the documents to the Client
Agency. The Objective of the process, thus, is not only to deliver well within prescribed
SLAs but also offer value to the Client Agency to widen the scope of work. The
Outsorucing Partner can receive chartered airline tickets / erratas/ invoices from the
Client Agency for journeys commencing over 15 days ahead from the date of dispatch.
Receipts and insurance letters from the Client Agency get printed by the
Partners local printer.
The documents are counted, sorted and recorded in a particular order and
segregated according to specifications.
The documents shall go through a Quality Check to verify the details are correct
and in accordance with the information available in the system. (Travel CAT). If
found in order, the system is updated.
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Supporting documents are printed from Travel Cat & invoices are scanned. In
case the ticket does not pass the quality check it is accordingly rectified or
escalated. The escalated documents are separately packed.
Documents passing the set specifications are collated with other support
documents; put in envelopes and packed for dispatch after appropriately labeling
them to Client Agency shops/customers.
All transactions are counted, recorded & sealed for dispatch to the Client
Agency. In both the above cases, the dispatch process is completed through a tie-
up with a global courier organization operating out of India as well as the Client
Agencys location(s). The specifics of the courier process deliverables can befinalized with the Client Agency separately.
Ensuring Quality for the Dispatch Process
A complete checklist is made for all the different jobs to be handled. The person
handling the each job ensures the job once completed is checked against the
checklist to complete the Quality Check. The supervisor on duty again does a
random check to ensure all procedures are being followed.
Each staff handles only one document at a time to ensure no mixing of
documents occurs at any level.
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2.6 SWOT ANALYSIS
Thomas Cook Group (TCG) is one of the leading leisure travel groups in the world. It
offers package tours, holiday components and services. The group primarily operates in
Europe and the Americas. TCG is headquartered in London, the UK and employed
31,097 people as of September 30, 2011. The group recorded revenues of `9.808,9
million ($15,763.9 milion*) during the financial year ended September 2011 (FY 2011),
an increase of 10.3% over FY 2010. The increase in revenue was primarily due to
modest volume uplift, price increases and revenue contribution from the acquisitions
during FY 2011. The operating loss of the group was 6.266 million ($428.5
million*) in FY 2011, as compared with an operating profit of 167 million ($836.8
million*) in FY 2011, as ompared with a net loss of 6.2 million ($3.5 million*) in
FY 2010.
Scope of the Report
Data is supplemented with details on Thomas Cook Group ple subsidiaries as well as a
list of products and services and the latest available statement from Thomas Cook Group
plc.
Provides all the crucial information on Thomas Cook Group plc required for business
and competitor intelligence needs Contains a study of the major internal and external
factors affecting Thomas Cook Group plc in the form of a SWOT analysis as well as a
breakdown and examination of leading product revenue stream of Thomas Cook Group
plc.
Reason to Purchase
Support sales activities by understanding your customers businesses better
Understand prospective partners and suppliers.
Keep fully up to date on your competitors business structure, strategy and
prospects.
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UNIT 3
WEEKLY REPORT
JJANUARYANUARYREPORTREPORT
1st week
o I learnt about hotel plans
o AP, EP, JP, MAP, CP and BP.
o Learnt about Thomas Cook in brief.
o Learn 26 Schengen countries
o Read International Holiday brochures of Europe & America.
o What things are required in package
o About hotel , no of pax , options about star hotel , no . of days ,
date of travel , inclusive , exclusive, extra service, sightseeing .
2nd Week
o Attended the classes that were held by the office to learn the tour
brouchers.
o Passed the tests held by tour manager Mr. Kuldeep Singh.
3rd
Weeko Attended Sales Call with Mr. Amritpal Singh Sidhu.
o Met with Thomas cook Tour Managers Mr. Kuldeep Thakur &
attended sales call with him.
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o Learnt how to attend customers during sales call.
o I learnt the proper selling techniques.
4th Week
o I started sitting on front office and handled various queries of walk
in customers.
o Learnt how to receive and settle the payments given by customers.
FFEBRUARYEBRUARYRREPORTEPORT
1st Week
o Studied the brouchers of Asia holidays.
o Handled the queries of customers regarding Asian holidays.
o I did 530 telephone calls to the customers for the selling tour
packages.
2nd Week
o Did Telephone calls for inviting the customers for Thomas Cook
Road Show.
o Handled walk in customers in Road Show.
o I learnt how to fill USA VISA form & got expertise in it.
3rd Week
o I was sent to GCP Chandigarh Office for 1 week to handle the
pending USA VISA cases.
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4th Week
o I was sent to Mohali for finalizing the tour booking of EUROPE.
o I learnt how to apply for passport online.
o I made appointments for the passports of various customers.
MMARCHARCHRREPORTEPORT
1st Week
o I made my first achievement by booking 8 passengers for USA group
tour n my own.
o I learnt to operate Thomas Cooks online Booking software (LTOB).
2nd Week
o I started attending classes for airline booking software AMADEUS
under supervision of Mr. Navjot Singh.
o I learnt to operate AMADEUS.
o This week I started filling VISA forms of Singapore, Malaysia, and
Thailand.
3rd Week
o This week brought another opportunity for me and I booked 2
passengers for Europe tour.
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o I was shifted from sales department to Service delivery department
i.e. VISA department.
o I started handling USA VISA cases of the whole Patiala channel
bookings as well as office bookings.
4th Week
o I was again sent to Chandigarh for handling 20 USA VISA cases.
o I came back to Patiala office and learnt how to handle the UK VISA
cases.
o Made UK VISA cases of clients for submission in UK VFS.
5th Week
o I did meetings with new travel agents for promotion of Thomas Cook.
o Learnt how to make insurance of customers under the supervision of
Mr. Navjot Singh.
AAPRILPRIL RREPORTEPORT
1st Week
o Started handling Schengen VISA cases.
o This month again I booked 2 passengers for ASIA package.
2nd Week
o I was given the responsibility to handle the Schengen VISA of whole
Patiala bookings under supervision of Mr. Amritpal Singh Sidhu.
o I handled USA VISA cases of Patiala.
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o Made a sales call for Europe booking and waiting for clients
response till now.
3rd Week
o Filled VISA forms of Dubai.
o Handled Canada VISA cases of Patiala Bookings.
4th Week
o Attend all Inquirys create by News paper Advertisement.
o Learnt to make the free individual tour packages.
o Made a tour package of Singapore, Malaysia & Thailand.
WORK EXPERIENCE DURING MY TRAINING
It was great experience during my training. I saw different tourist places in
different states. I had done my job with full dedication. I had learned many
new things during my training.
Telephonic: Work experience during telephonic in different from
marketing. In telephonic it is difficult to make undersigned to customer
about their needs who are not well educated. Some mistakes are made by
customers during the conversation. The main thing is the way of talking
with customer its a sitting job in the office and it is different from
marketing.
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Marketing: I had got new work experience during my training I had learnt
many think about my work in marketing. We met different types of people
with different views and thinking.