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ON
INBOUND SERVICES OF MAITRI HOLIDAYS
SUBMITTED TO SUBMITTED BY
B
MISS. SAKSHI GARG DHRUV
This is to certify that Mr. DHRUV JAIN student of RUKMINI DEVI INSTITUTE OF ADVANCE
STUDIES has completed his Project report on MARKETING SERVICES OF MAITRI
HOLIDAYS in the year 2014-2015 in 1ST YEAR Of MBA. He has successfully completed the
project under my constant guidance and support.
External Mentor:
Mr. PRADEEP KUMAR MISHRA
We, here by, declare that this mentorship project report on INBOUND SERVICES OF COX &
KING IN INDIA has been written and prepared by me during the academic year 2014-16. This
project was done under the external Mentor Mr. PRADEEP KUMAR MISHRA cox & king (pvt
ltd). In partial fulfilment of the requirement for the MBA course of RAJ SCHOOL OF
MANAGEMENT AND SCIENCES.
RITESH PANDEY
I would like to thank Mr. PRADEEP KUMAR MISHRA for allowing me to work o this
highly challenging project and guiding me throughout the tenure of the project. In
spite of his busy schedule, Mr. PRADEEP KUMAR MISHRA always managed to have
a regular interaction with me throughout the project. Timely guidance and
feedback coupled with words of appreciation always helped me keep going and
gaining maximum learning from the project.
I express my indebtedness to Miss Shiva Singh methwani for their skilful guidance,
suggestion, content inspiration, and encouragement and in the initial execution of
my experiments which make work smooth and so many things. I am very much
thankful for giving me an opportunity to work under guidance.
My faculty guide Miss Shiva Singh (HOD)had been very helpful for the successful
completion of the project by guiding me throughout the entire phase. I would like
to extend my gratitude to her for rendering all the support I needed throughout
my project.
Business Overview
We are one of the oldest and most reputed travel organizations in India offering
total travel solutions to our customers. We operate as a ONE STOP SHOP for all
travel related products. We offer the following services:
Excursions and Leisure Travel (Domestic Holidays, Air, Land and Cruise
Bookings)
Destination Management
Incentive and conference Solutions
Value added NRI services
Trade fairs
Car/Coach/Railway bookings
Business travel (Air Tickets domestic)
Private Air charter
Hotel Bookings (Domestic)
* DORMANT SUBSIDARIES
Strong Management
We are lead by an experienced management group that has worked and has been
associated with the travel industry for many years and has the required skill,
expertise and vision to continue to expand our business in new markets. Our
management team includes Mr. Peter Kerkar, Group CEO who has been with the
company for more than 20 years. Mr.Peter Kerkar has an in-depth understanding of
the travel industry. He was the founder, director of the World Tourism Council for
the India sub continent. Ms. Urrshila Kerkar is our Head of Operations in India
who has been with the company since more than 15 years. Under their direction
and guidance the Company has grown at a CAGR of 36.18 over the past four
years. Mr. Arup Sen, Director - Operations, has extensive experience in travel
industry and the same has been applied to the benefit of the operations of our
Company.
Geographical Presence
We operate in eight countries either directly or through our branches and subsidiary
companies and including our representative offices, have presence in thirteen
countries across the globe. In India, we have branch offices at New Delhi,
Chennai, Nagpur, Bangalore, Kolkata, Ahmedabad, Kochi, Hyderabad, Pune, Goa
and Jaipur. Further we have an exhaustive network of General Sales Agent (GSA) /
Preferred Sales Agent (PSA) all over India. GSA are those agents who sell only our
products i.e. we have an exclusive tie up with them, whereas PSA are those
agents who sell travel products of other tour operators as well as ours.
Our representatives who have in depth knowledge of the local market they operate
in and we periodically update them in regards to the services and the kind of
arrangements and products we have to offer to our customers. Our branches and
We attach great importance to our well knit motivated team of committed people.
They provide the customer interface and are always aligned to the customers
requirements which reflects our standards of service quality. We have built a team
of experienced, skilled and efficient personnel having in depth knowledge of the
business and unspoken passion to promote our products. They are important
components in contributing to the productivity of our business. We utilize a
competitive compensation structure for our managerial personnel and staff, and we
believe this structure helps us attract and retain our managerial personnel. We have
dedicated and experienced management teams for the execution of special
assignments, as well as for human resources, operations, quality management, and
our international business. We also have regular training programs for our staff and
management personnel. For more information on our managerial personnel see the
section on Our Management beginning on page 139 of this Draft Red Herring
Prospectus.
Acquisitions
We are looking a inorganic growth and may consider consolidating our market
share through acquisition if targets provide strong strategic fit at a reasonable price.
Our strategy will be to focus on up-market long haul tour operators whose product
offerings include the Indian subcontinent and complement our existing worldwide
product portfolio. This will enable us to consolidate our sourcing needs, giving us
better buying power and yield cost savings. This will fit into our strategy of
offering both outbound and inbound services to our clients in each of the
destinations that we operate in. Our growth strategy involves gaining new clients
and expanding our service offerings, both organically and through strategic
Better Reach
We are focused on maintaining and upgrading the infrastructure of our existing
shops and also setting up new shops in new geographic areas. These shops will be
powered by high-end technology and equipped with trained staff having an in
Online Foray
Focus on Outbound
Cox was born in Yorkshire in 1718. His father, Joshua, had made a good living as a
lawyer and had moved from his birthplace in Clent in Worcestershire to Yorkshire.
He then bought an estate near Quarley in Hampshire. There is little documentary
evidence of the early life of Richard Cox, although he must have received an
excellent education after which he came into the service of the English General,
Lord Ligonier, as a clerk in the early 1740s. He was clearly exceptionally good at
making important contacts with all echelons of the army and society, and in 1747
he married Caroline Codington, daughter of Sir William Codington who was an
established military figure.
Coxs career really took off when Lord Ligonier led the Flanders campaigns of the
War of the Austrian Succession. In one letter sent back to London, Richard Cox
makes a demand that suitable winter provisions and housing should be made
available for the three English companies and he became ever increasingly
entwined with the organization of provisions and the general welfare of the troops.
Ligonier, in turn, thought the world of his 'beloved Mr. Cox', making him his
private secretary in the late 1740s. Ligonier went on to become the Colonel of the
First Foot Guards (Grenadier Guards) in 1757, and rewarded Richard Cox with the
There were about a dozen main agents working for the army at the time and each
Regimental Colonel chose one to serve their troops. There was not a strict code for
the role of an agent; in essence they arranged the payment of officers and men,
organized the provision of clothing, acted as a go between for the buying and
selling of officers commissions and acted upon any special requests from the
regimental adjutant. This ranged from the shipment of personal effects to the
requisition of weapons or supplies. Cox had taken on the most prestigious infantry
regiment, and the 63rd Regiment and the Royal Artillery soon followed suit.
The company was thriving by the time of the outbreak of war with France in 1793
employing some 35 clerks. In 1795 they served 14 regiments of cavalry, 64
infantry regiments and 17 militia regiments, becoming the largest military agent for
the army. Richard Cox died in August 1803, leaving his grandson Richard Henry
Cox firmly established, with Mr. Greenwood as controlling partner. Cox's
longevity as a military agent had made the army dependent on his services for the
smooth running and organization of a busy and stretched military serving all
around the globe. Cox lived in a time when Britain was radically changing. Rigid
social structures were breaking down and enterprising people could make
themselves exceptionally wealthy. He was the epitome of those driving the London
economy, generously investing in a multitude of people, ideas and commerce.
Cox & Co grew through the 18th and 19th centuries. Timely alliances with the
great banking families such as the Hammerlseys and Greenwoods secured an
Cox & king Page 21
established position in London, and by the end of the 19th century most Regiments
used Cox & Co as their agents. As the empire grew, Cox & Co met the demand for
officers to be looked after.
The company set up five branches in India between 1905 and 1911, supplementing
those in Alexandria and Egypt (1919 and 1920) and Rangoon (1921).
When the Great War began Cox & Co employed some 180 staff, of which one third
joined the army. During the Great War some 250,000 men were on their books,
50,000 cheques were cleared a day and a special department was set up to deal
with the influx of American soldiers in 1917. By the end of the war some 4,500
worked for the firm.
In October 1922, Cox & Co bought Henry S. King Bank, who were had a large
network in India. They also moved into new offices in Pall Mall.
In 1923, Cox & Co were still suffering from the downturn in business caused by
the surrender of the Germans in 1918. They were forced to sell to Lloyds Bank.
The USA office was opened in June, 1988 in New York, NY. In June, 1998 the
USA office was moved to Tampa, FL. In August, 2009, Cox & Kings USA came
under the umbrella brand of East India Travel Company, Inc., which is a subsidiary
of Cox & Kings, Ltd., the global parent company. In October, 2010, Cox & Kings
USA has been rebranded Cox & Kings, The Americas, and is responsible for all
sales for clients in North and South America. Cox & Kings, The Americas is
headed by Centre Head and COO Thomas Stanley. Cox & Kings, The Americas is
relocating from Tampa Florida to Los Angeles, California in May, 2011.
COMPANY PROFILE
Leisure
Domestic Tourism
Cox & Kings is amongst the first travel organizations to brand domestic holidays
'Bharat Deko'. Under this brand we market exclusive products that range from
religious pilgrimage tours, education tours, weekend breaks, activity holidays, spa
holidays, budget holidays, summer and beach retreats, train vacations, coaching
and touring holidays.
Bharat Dekho
Outbound Tourism
Cox & Kings is amongst the largest players with its range of specialist options.
Innovative packaging, pricing and marketing have been the hallmarks of its
success over the years. Among its many products are:
The company design and market escorted tours to group travelers under one of our
flagship brand Duniya Dekho. These are ready made packages where a group of
travelers is escorted by a tour manager. The customer chooses a specific tour from
the array of choices offered to suit his budget and preferences. These group tours
cover some of the world's most enchanting places such as Australia, New Zealand,
Europe, U.S.A., Canada, Far-East, Middle East, South Africa and Mauritius. These
are specially designed for the value traveler.
Duniya Dekho recently launched a series of premium group holidays Luxury
Escapades with travel destinations like Europe, Latin America, Middle East, Far
East and Africa.
FlexiHols
These are targeted at the more discerning Free Individual Traveler (FIT), where
every holiday is customized as per the convenience of the traveler. FIT can make
its FlexiHol travel plans by selecting its travel destination and holiday option
(ranging from romantic holidays, exotic cruises, family vacations, etc.), identifying
travel interest (i.e. explorer, family, romance or explorer) and sharing his
preference of sightseeing, airline and hotels.
The destinations range from Europe, Australia and New Zealand, USA and
Canada, Far East and South East Asia.
ISLANDS AMERICAS
Luxury Escapades
This innovative niche caters to the crme de la crme and this concept in
holidaying unveils one destination after another, laced with sinful indulgences and
fine living. One can experience the finest luxury hotels and the most exclusive
entertainment avenues of the world.
NRI Division
Indians across the world have always yearned to travel with a quality tour operator
that understands its diverse needs be it culinary preferences or holiday options. The
Business Travel
The Corporate or Business Travel has witnessed a change from the traditional
travel agency mode to total travel management mode. In this mode, the objective is
to minimize the total travel budget for the corporate while maintaining the service
standards.
The Corporate Travel market is a highly competitive market with presence of both
domestic and international travel companies. We believe our brand recall is very
high amongst over 200 corporate clients, including major domestic and
multinational companies.
It is affiliated with Radius Inc., the world's largest conglomerate in business travel,
as their Indian partner. Leveraging the partnership with Radius, Cox & Kings can
offer travel fulfilment services to corporate clients in India and overseas.
Trade Fairs
Cox & Kings Trade Fairs ensures that you make the most of your business trip and
that the smallest of details are taken care of, right from confirmed accommodation,
city centre hotels during the fair period, and city tours to technical add-ons such as
Forex
Cox & Kings is amongst the leading retail forex dealers in the country. We were
one of the first travel companies to be granted the license as the Authorized Dealer
- Category II under the new licensing regime.
Cox & Kings has developed an online portal, which is a web enabled dynamic
system that includes holidays, sightseeing, cars, hotels, transfers, insurance and
other ancillary travel services. Most of the products and services are available on a
real time basis and is backed by a 24x7 call centre. With the company's online
access system, one can complete all processes using just one window, just one
simple booking system.
Duniya Dekho
The company design and market escorted tours to group travelers
under one of our flagship brand Duniya Dekho. These are ready
made packages where a group of travelers is escorted by a tour
manager. The customer chooses a specific tour from the array of
choices offered to suit his budget and preferences.
In This department that is where I learnt how to handle quires of
clients under the guidance of Miss Hemlata. This was the most crucial
part of my entire training period.
Itinerary preparation
This department was domestic that is, Bharat Dekho section. In this
section I was taught how itineraries are prepared, we worked on north
east destinations (Gangtok Pelling Darjeeling).
LEARNING PART
Classroom teaching helps the student by making conceptual base clear, but on the
job training is the practical way, which helps the students to get practical
knowledge of the concept. Normally the students are not aware of actual
requirement
Cox & Kings Japan has a tour operator class license from the Government of
Japan. This license enables it to sell travel products to the public, but more
importantly to the wholesalers in Japan who control the market. It has official
relationships with JTB Corporation, Japan Arlines, All Nippon Airways Company
Limited, Hokkai Snow Limited, Nova Tourist Bureau Company Limited etc which
Currently we use the following distribution channels for better visibility and sale of
our products. We have our own branch offices in India. We have marketing
representative offices in 5 locations across the globe. We also have a strong agency
2. Franchisee
We have developed a franchisee model wherein the franchisee is labeled as a Cox
& Kings shop and is a One Stop Travel Shop. The franchisee provides and sells
all travel related products and services like leisure holidays, ticketing,
foreign exchange and insurance, hotel booking, car rentals, third party products
like cruises, eurail, etc. and visa and documentation. We provide the staff of the
franchisee with assistance and training to sell our branded products. We also
provide the franchisee with guidance relating to the management, finance,
promotion and methods of operation to be employed in connection with the
3. Agents
We have a network of GSA/PSA spread all over India. We also have extensive
network of representatives and GSA/PSA across the world. This network of agents
and representatives allows us to cater to demand in travel markets where we dont
have our own offices. Our representatives have in depth knowledge of the local
market they operate in and we periodically update them in regards to our services
and product offerings. Our PSA / GSA network within India sources business for
us for our outbound tours and Domestic tours. Through our PSA / GSA and
Representatives outside India, we cater primarily to the Inbound travellers coming
through them including NRIs and PIO. A revenue sharing model along with
incentives is in place for these GSA/PSA representatives.
4. Internet Sales
We have recently launched websites www.coxandkingsinbound.com and
www.coxandkingsnri.com in addition to our existing website
www.coxandkings.com. These user friendly web sites offer our products on real
time basis. We believe that with the number of internet users increasing, the web
platform will help the company to capture additional market of those travellers
who prefer to do their travel purchase online. The website will be a complete travel
solution offering a user the choice to purchase any item from an airline ticket to a
complete tour package. The website will also offer a user the choice to purchase
any combination of product. We believe that application of such state of the art
web technology will allow us to capture a whole new client base.
Competition
Unlike mature markets of the world which are organized with deeper penetration
the Indian travel market is highly fragmented and there is a potential for major
penetration in retail market. Our competitors may / may not offer all services and
Properties
We have taken a plot of land on lease at Greater NOIDA from the Greater New
Okhla Industrial Development Authority. The Greater New Okhla Industrial
Development Authority has issued a notice terminating the lease. We are contesting
Insurance
We have taken an indemnification policy as per the requirement of IATA.
We have taken a group accidental policy covering 10,000 passengers covering
accidental death and permanent total disablement. We have also taken professional
liability policy towards inbound tourists. We also have in place a professional
liability insurance for loss or damage due to any error, neglect actual or alleged in
conducting tour services with overseas tour operators.
We have a comprehensive office package policy for any loss suffered by us in our
business that we do due to the dishonesty / fraud committed by our employees. We
also have a office protector policy to protect our offices form natural disasters, fire,
burglary, machinery breakdown etc. We also have money policy for loss of money
including forex in transit, form lockers of the Company and personal money,
INBOUND SERVICES
An inbound customer service facility works best when it provides customers with a
single point of contact for all their service questions. Customers ring a single
number to order products, make a payment, register a purchase or obtain product
information. They can also place a support request or make an inquiry about a
Inbound is travel for recreational, leisure or business purposes. The World Tourism
Organization defines tourists as people who "travel to and stay in places outside
their usual environment for more than twenty-four (24) hours and not more than
one consecutive year for leisure, business and other purposes not related to the
exercise of an activity remunerated from within the place visited". Tourism has
become a popular global leisure activity. In 2008, there were over 922 million
international tourist arrivals, with a growth of 1.9% as compared to 2007.
International tourism receipts grew to US$944 billion (euro 642 billion) in 2008,
corresponding to an increase in real terms of 1.8%.
Tourism is vital for many countries, such as the U.A.E, Egypt, Greece and
Thailand, and many island nations, such as The Bahamas, Fiji, Maldives and the
Seychelles, due to the large intake of money for businesses with their goods and
services and the opportunity for employment in the service industries associated
with tourism. These service industries include transportation services, such as
airlines, cruise ships and taxis, hospitality services, such as accommodations,
including hotels and resorts, and entertainment venues, such as amusement parks,
casinos, shopping malls, various music venues and the theatre.
The end user for Tourism Services is always the CONSUMER, and therefore on the
basis of the end user, Tourism Services fall under the category of Consumers.
However these consumers may vary, which is why Tourism Services also differ.
As per the Product-Service Continuum, Tourism Services fall under the category of
Goods + Services. The core product is the destination, which is purely
intangible. However, tourism is linked to a number of tangible goods such as
souvenirs, cuisine, etc which constitute an important part of any vacation or
holiday any consumer might take. Therefore it cannot be classified as only
services, and falls under the category of Goods + Services.
Tourism Services are high contact services, as people interact with people at
virtually EVERY stage of the way. Tourism services are very people-oriented
services, and the service people are plenty and have high contact with the
consumers. The consumer interacts with a myriad of service people starting from
when he books his ticket and throughout the course of his holiday.
Tourism Services are mostly professional services. The service people include
travel agents, tour operators, hoteliers, caterers, tour guides, etc. Almost all of these
people are trained and are professionals. They might be trained by professional
institutes (IATA, IITM, etc.) or by the agency/company they are working for (COX
& KINGs).
1. Brand Equity & Expertise: When people are looking for travel related solutions;
one of the first names that comes to mind is Cox & Kings. As franchisee, Cox and
Kings become an integral part of Cox & King's 248 year heritage and are in a
position to command the same kind of respect in the industry.
2. Training: To ensure flawless management and strong before and after sales
service, team will be put through comprehensive training provided by Cox &
Kings. The training program will be constantly updated and will provide with
ongoing guidance and assistance at every stage of your progress. There will also be
an online training program in place soon.
3. Technology and Total Support: One of the many things Cox & Kings guarantees
its franchisees are unmatched technology and technical support. Cox & Kings have
developed comprehensive technology solutions, covering everything from an easy
access virtual office system to automation support with in-house helpdesk and
disaster recovery systems. One can access office anywhere anytime. Imagine if
your child is ill and you need to stay at home or your client calls you late at night
after office hours. Well, you have the Cox & Kings advantage at your fingertips
with our superb online access system. You'll also be provided with a quick and
easy to use online database, which can be accessed 24 hours a day, seven days a
week. Also, in case of any unfortunate instance, where you might end up losing
valuable data/ transaction details, now your business can be back on its feet within
a matter of minutes. All thanks to disaster recovery system.
4. Easy-to-use One Window bookings: Imagine when you book a ticket you first
Management system
2 The system extracts customer data from your booking system and maintains
a complete detailed history of all your customers.
4 The CRM marketing program includes all our own nationally co-ordinated
5 The CRM program is also an invaluable business tool for winning and
servicing your business. It even produces reports which aid you in identifying areas
of opportunity and increasing your revenue and profitability.
1. Enjoying Cox & Kings Purchasing Power: As one of the most established
travel company, Cox and Kings have the leverage to negotiate commissions and
overrides on airfares, cruises, coach tours, holiday packages as well as hotel
accommodation and car rentals. Which means, Cox and Kings have access to
preferential deals and a strong competitive advantage to offer them to customers?
2. Marketing Strategy: Online and Offline Medium will be used for the
marketing of Cox & Kings Products and to create the brand awareness and reach
out to the clients. National Level as well as Regional Marketing Campaigns will be
adopted for creating the Cox & Kings brand awareness.
3. Extensive Ground Operator Network: Since Cox & Kings also has a strong
network of dedicated ground operators functioning in different countries, One will
be able to offer customers a range of options to maximize their holiday experience
as per their budget and convenience. Also, one can be sure about the fact that all
customers will always be in the expert hands of the network and will enjoy a
smooth and memorable holiday.
Domestic Tourism
According to the ministry of tourism the total number of domestic tourists in 2005
was in the region of 300 million. There are different sub-segments to these such as
adventure tourism, pilgrim tourism and leisure tourism. Pilgrim tourism still
comprise 50 per cent of the total domestic movements. Domestic numbers are
expected to increase by 15 per cent year-on-year.
Outbound Tourism
Pacific Asia Travel Association (PATA), records that outbound travel from India is
growing at a rate of 10.5 percent. According to IATA India figures the total
outbound figure for 2005 stood at 5.5 million tourists and it is expected to touch 7
million by the end of 2006.
1 Destination management
2 Outbound tourism
3 Domestic holidays
4 Business travel
5 Trade fairs.
With a strong presence across the globe, one can easily say that the key reasons
behind Cox & Kings immense success are:
4 Best Brand for over 250 years and been operational non-stop since 1758.
10 Knowledgeable Staff
14
15
16 DESTINATION MANAGEMENT
OUTBOUND TOURISM
Kings began a full-fledged in house tour operating activity by designing its own
brochure product under exclusive arrangements with direct suppliers and local
'Duniya Dekho' Holidays to Europe, USA, Far East, South Africa, Mauritius,
Australia and New Zealand. For the "value for money" traveller
'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.
BUSINESS TRAVEL
Cox & Kings are one of the market leaders in business travel services in India,
offering a full range of business travel services to over 200 corporate clients,
including major multinational companies. C&K's strength in this business area is
evident when one of the world's largest conglomerate in business travel - Radius
the First truly global travel management partnership/consortium with merger of
Travel Trust International and Woodside Travel Management Corporation in 1992
selected Cox & Kings as their Indian partner. C&K - Radius Overseas Travel
Fulfilment Solutions through the Radius Brand
Leveraging the partnership with Radius, Cox and Kings can offer Travel Fulfilment
Services to Corporate Clients who are having offices overseas or project teams
working on site at their customers site, through its Radius Shareholders in the
DOMESTIC TOURISM
India with its large domestic consumer offers Cox & Kings a unique opportunity to
launch its portfolio of 'domestic holidays' for people resident in India. Launched in
2000, 'Bharat Dekho' (see India) is today's leading 'branded' product in the country
with a wide range of 'Indian Holidays' from cultural holidays, pilgrim holidays,
nature trails, Bharat Dekho has captured over 50% of the domestic market.
INCENTIVE SOLUTIONS
Over 7000 incentives in the last 4 years make Cox and Kings the biggest player in
Incentives. The Incentive Solutions Division of Cox & Kings provides cost
effective travel incentive schemes for clients that recognize and reward exceptional
effort of its employees, customers, suppliers or dealers. A team of handpicked
industry specialists committed to handling every aspect of an incentive /
conference event are a part of this team.
MICE
CURRENCY EXCHANGE
Cox & Kings has a full-fledged money changing division in Cox & Kings Offices
servicing the needs of the corporate traveller and the leisure travel clients. A strong
distributor of American Express Travellers' Cheques, Cox & Kings has been
awarded 'Top Performer' for several years.
TRAVEL INSURANCE
Policies for Leisure Domestic as well as International Travel and special Corporate
Deals on Insurance covering an array of specialized travel areas, some of which
are:
3 Missed connections
4 Personal Accident
Cox & Kings today deploys highest information technology platform in the Indian
Travel Industry. It has developed totally integrated front, mid and back office
solutions. This has brought about huge cost savings for the organisation, thus
managing to offer 'quality' service to its customers at a great cost savings.
Cox & king Page 57
COX AND KINGS AS BRAND
The Cox and Kings brand has evolved over 250 years and is one of the most
recognized holiday brands today. The company offers services as a 'One-Stop
Shop' for all travel and travel-related products. Its business can broadly be
categorized as Leisure Travel, Corporate Travel, Forex and Visa Processing. C&K
designs travel packages for both individuals and groups, for their domestic and
international leisure travel. The company makes travel arrangements for corporate
clients to cater to their business meetings, conferences, events, and as an incentive
for their employees and business partners. The company also provides value-added
services, such as customizing travel plans for NRI customers, travel arrangements
for Trade Fairs and providing private air charter services. Besides, C&K offers
travel-related foreign exchange and payment solutions. The company is one of the
first travel companies in India to be granted a license as an Authorized Dealer -
Category II, under the new licensing regime. Within Leisure Travel, the company
has three sub-segments, Outbound Travel, Inbound Travel and Domestic Travel.
The Inbound Travel business represents destination management services that
cover all aspects of ground tour arrangements required by tour operators across the
world. The Domestic and Outbound Travel businesses include the selling of
holiday packages for travel in India and overseas, respectively. Under Corporate
Travel, a full range of business travel services, through a team of dedicated
relationship managers, is offered.
In India, C&K has 255 points of presence, covering 164 locations, through a mix
of branch sales offices, franchised sales shops, General Sales Agents (GSAs) and
Preferred Sales Agents (PSAs). The company has 14 branch sales offices located in
Mumbai, New Delhi, Chennai, Kolkata, Bangalore, Hyderabad, Ahmedabad,
Over the period of 2006-09, the company has made 6 acquisitions, and it will
continue to explore various opportunities for inorganic growth in the future
IPO Details: C&K proposes to make its IPO in the price band of Rs316-330/share,
at a face value of Rs10 each, and to issue 1.85cr shares, of which 30.5lakh shares
are offered for sale by Lehman Brothers Opportunity, Deutsche Securities
Mauritius and Merrill Lynch Capital Markets Espana. Therefore, the fresh issue by
the company will be to the extent of 1.55cr shares. The company plans to use the
proceeds for debt repayment (Rs129.6cr), acquisitions and other strategic
initiatives (Rs150cr), investment in overseas subsidiaries (Rs62.5cr), and
investment in corporate offices and upgrading its existing operations (Rs60cr).
Cox & king Page 59
Industry Overview
As per a WTTC study, the number of tourist arrivals worldwide increased from
904million in 2007 to 925million in 2008, registering a rise of 2.3%. The growth
was comparatively lower than the CAGR of 4.6% over the period of CY1995-08,
mainly on account of the global meltdown. In 2008, the growth was the weakest
since the recessionary period of 2001-03, when the industry was hit by the collapse
of the high-tech boom, the 9/11 terrorist attacks and the SARS outbreak. Close to
two million jobs were nevertheless created during 2008, but the industry was faced
with increasingly difficult global headwinds in the second half of the year, as
consumer and business confidence collapsed. The effects of the global meltdown
are expected to continue in 2009, with the growth rate of tourist arrivals likely to
decline by 4.3% to 885mn before
During 2008-09, the Indian tourism industry had to cope with terrorism and the
global economic downturn, which put a brake on a decade of phenomenal growth
in international arrivals (1998-2007), driven mainly by the successful 'Incredible
India' marketing campaign and steady improvements in the tourism infrastructure.
However, with the effects of the meltdown easing out and economic activity
picking up, the declining trend of FTAs (Foreign Tourist Arrivals) seems to have
been arrested.
Investment Argument
C&K derives over half of its earnings from the emerging markets (mainly India)
and is focused on increasing its presence in other high growth geographies (mainly
the Middle- East and South-East Asia). This, we believe, would bode well for the
company, as it is ideally poised to benefit from a strong growth in demand for
outbound and inbound services in these areas, enabling it to achieve a high growth
rate in the future.
According to WTTC estimates, the world travel and tourism industry is expected to
clock a CAGR of 4% over 2009-2019. The growth rate is expected to be much
Cox & king Page 62
higher in the case of emerging markets, mainly India, the Middle-East and South-
East Asia. According to WTTC estimates, the tourism industry in India, the
Middle-East and South-East Asia is likely to witness a CAGR of 8% over 2009-
2019.
According to the WTTC, developing countries, which until recently have been the
key drivers of growth in the tourism industry, are expected to take a backseat over
the next decade. Although countries like the US, Japan, China and West-European
countries would continue to generate a big chunk of travel and tourism demand, in
terms of growth, the emerging countries in Asia, the Middle-East and Africa are
likely to lead going ahead. The shifting of the trend towards the emerging markets
is evident from the steep decline in the share of the top 15 destinations of
international tourist arrivals (from around 75% in 1970 to around 57% in 2007).
Well-positioned to gain market share on the back of a strong brand franchise and a
presence across the value-chain
The travel market is highly fragmented, with a large number of travel agents
catering to most of the demand. We believe that C&K's strong brand, coupled with
services across the value-chain (inbound and outbound), would act as a key driver
in garnering a higher market share in the future.
Strong Brand Equity: C&K's brand has evolved over a period of 250 years and is
one of the oldest brands in the Travel and Tourism industry. Over the years, the
company has built a strong brand franchise for itself in overseas markets as well as
in India. Cox & Kings was ranked 1st among the Top Brands in India, and ranked
152 amongst the Top 1000 Brands in the Asia-Pacific region. The tour-operator
industry is dependent on brand awareness and recall in the long-run, as customers
need to believe in the capabilities of the operator to provide quality services and
that their products will lead to a satisfied experience, even before they have
approached the service provider.
Cox & king Page 63
Presence across the value-chain; C&K offers complete travel solutions, and serve
as an integrated provider of all travel and travel-related products. The company
provides a 'One-Stop Shop' for all travel requirements, from visa formalities to
ticketing, holidays, insurance and foreign exchange. Besides, the company is in the
process of rolling-out a pan-India, luxury train, under the brand 'Maharajas'
Express', through a joint venture with the Indian Railways.
Wide geographical reach: In India, C&K has 255 points of presence, covering 164
locations, through a mix of branch sales offices, franchised sales shops, General
Sales Agents (GSAs) and Preferred Sales Agents (PSAs). The company has 14
branch sales
1 The Travel and tourism industry is highly cyclical in nature and sensitive to
changes in economic growth.
Cox and Kings (C&K) is a global tour operator, deriving around 90% of its
revenues from the leisure segment. The company has a strong presence in the
emerging and developed markets, and offers travel, forex and visa services.
Well-positioned to gain market share on the back of a strong brand franchise and a
presence across the value-chain: C&K has a history of over 250 years, making it
one of the oldest travel brands in the world. Over the years, the company has built
a strong brand franchise for itself in overseas markets as well as in India. The
travel market is highly fragmented, with a large number of travel agents catering to
most of the demand. We believe that C&K's strong brand, coupled with services
across the value-chain (inbound and outbound), would act as a key driver in
garnering a higher market share in the future.
To run the business smoothly it is very important for the company to continuously
1. ADVERTISEMENTS:
magazines for:
While releasing such advertisements under mentioned points should be given due
consideration:
a) Economy of expenses
2. BUSINESS SURVEY:
from the head office, conduct occasional, but programmed and structured
COOK
STATEMENT OF PROBLEM
The study is done to find out the perception o f customers on comparing COX
AND KINGS and other competitive brands
To find out the additional features and that could added to cox & king to make to it
more effective.
Cox & Kings is the longest established travel company in the world. Its
distinguished history began in 1758 when it was appointed general agent to the
regiment of Foot Guards in India under the command of Lord Lignier. By 1878,
Cox & Kings were agents for most British regiments posted overseas, including the
Royal Cavalry, Artillery and Infantry, as well as the Royal Wagon Train and the
household Brigade. The Royal Navy was next and in 1912, The Royal Air Force
came under is wings.
Between the 1750s and the 1950s Cox & Kings was witness to an exciting
era in Indian history and, in its own way, helped to shape it. In 1947, the British
administration departed, but bound by strong ties to India, Cox & Kings stayed and
flourished. By the 1970s foreign companies were obliged to limit their investment
in India, at which time the Taj Group of Hotels acquired a substantial interest in the
company. Today, Cox & Kings India is a premium brand in all travel related
services n the subcontinent.
Cox & Kings India is a branch with its headquarters in London. The other
international branches are located in New York and Tokyo. Cox & Kings India
holdings are Cox & Kings Travel Limited (London) 40%, The Taj Group of
Companies (40%) and Individuals (20%). Cox & Kings India has its head office in
Bombay and regional offices in New Delhi, Madras and Bangalore. Cox & Kings
India has an annual turnover of US$ 40 million.
Cox & Kings are the market leaders in business travel services in India, offering
a full range of business travel services to over 150 corporate clients, including
major multinational companies. Its strength in these areas was evident when the
worlds largest conglomerate in travel Business Travel International (BIT)
selected Cox & Kings as their Indian partner. BTI partners have a combined annual
turnover of over 15 billion US dollars in airline passenger sales alone and, with
offices in 60 countries, are the only integrated global network serving the corporate
world.
(b)INBOUND TOURISM:
Cox & Kings operate a wide range of group and individual tours throughout the
subcontinent for clients from all over the world. Renowned as an Indian tour
specialist, Cox & Kings looks after every aspect of the tour arrangements for over
15,000 foreign tourists every year. The companys close corporate association with
the leading hotel group in India, The Taj Group of Hotels and the Gateway chain of
hotels have strengthened companys position as Indias leading inbound operator.
Cox & Kings is the only Indian tour operator which understands the European
Community directives on holiday products and offers to European tour operators a
guarantee to provide client handling standards conforming to the European
Community norms.
OUTBOUND TOURISM:
India is perhaps one of the largest potential outbound tour markets in Asia. In a
total market segment of 44 million people (5% of Indias population) with the
socio-economic profile to travel overseas on leisure tours, Cox & Kings has a
India is another cultures another world. A visit to India can be the holiday of
a lifetime, a great experience, something your clients will never forget. It is
important for the visiting tourist to know that India is a vast subcontinent with a
rare admixture of races, people languages, customs and traditions. Few destinations
in the world cover such a wide spectrum.
To the north of India are the worlds highest mountains, the mighty Himalayas,
offering havens of unmatched beauty against a backdrop of snow-clad mountain,
the highest peak in the world Mount Everest. On the western and eastern
coastlines are virgin beaches with a tropical ambience of coconut palms and white
sands and a hinterland of lush green rice-fields and meandering rivers. There are
secluded island resorts with rain forests and coral reefs. To the south are
backwaters, lagoons and waterways, lagoons and waterways of great beauty, and
forests with a wide range of flora and fauna. The sub-continent extends 3220km
from north to south and 2930km from west to east. A land frontier of over
15,260km with a coast line of abut 6100km. A population of 800 million, making it
the worlds largest embodies the resolve to secure for all citizens Justice social,
economic, and political, Equality of status and opportunities and Fraternity.
India is not just the Taj Mahal, acclaimed as one of the Seven Wonders of
the World, India goes beyond the Taj Mahal. It is the only destination which offers
to the visitor the widest range of choices, from culture to archaeology, from beach
holidays to wildlife safaris, from mountain climbing to deep sea diving all in one
land India. All for the best value of money, a holiday in India is the best
compared to any other parts of the worlds, where else can your clients live in old
palaces in style like the maharajas for just over US$ 100.
CULTURAL TOURS:
India the seat of 5000 years of uninterrupted civilization, offers to the visitor a
wide variety of cultural tours, from festivals such as the famous Cattle Fair
Pushkar in the desert kingdom of Rajasthan, to the Boat Festival-Onam in Kerala.
Cox & Kings cultural tours will be an eye opener for even the repeat visitor to
India. Our tours include the off-track highlights only to make certain that your
clients will have product pluses that only you can offer.
ADVENTURE TOURS:
Everything about India is not old and ancient, there exist with the centuries old
monuments a young and vibrant India. Hand gliding in the base mountains of the
Himalayas in Himachal Pradesh, White River Rafting in the mighty river Ganga
where the rapids reach scales suiting the amateur to the professional. Uncharted
skiing in the Himalayas to gently slopes. Deep water diving in the Andaman
Islands, India can be a lot of adventure. Cox & Kings ensures that while it is
adventure that the client buys, behind the scene is meticulous planning to see to it
that there is not mis-adventure
GOURMET TOURS:
Did anyone say all Indian food is curry. Then try the Cox & Kings gourmet
tours. From the food of the warriors of the North West Province to the food of the
nabobs of Lucknow. From the food of the sea faring Goans to the food of the
Nizams of Hyderabad. Cox & Kings have specialized to be the Indian Gourmet
Tours experts. Little wonder that when it comes to organizing special tours for the
International Wine & Food Society or Jeunes Restaurateur D Europes 20 th
anniversary tour, the tour operator is Cox & Kings.
WILDLIFE TOURS:
ISLAND TOURS:
Did anyone of your clients want the Robinson Crusoe experience. Send
them to India, all complete with their Man Friday. A choice of small to large
islands on the Indian Ocean, the Bay of Bengal or the Arabian Sea, Island Tours in
India is really an experience.
SPORTING TOURS:
Indian offers some of the worlds best golf courses, designed by famous
architects, golf holidays are at their best when they are in India. Where else in the
world can your clients play golf with the majestic Himalayas as a back-drop or a
golf course with ancient Mughal monuments with peacocks! Thats golfing in
India. On sporting events, The Himalayan Car Rally (a early event) has always
attracted the motoring enthusiasts worlds over.
RAIL TOURS
If Europe has the Orient Express and the Andalus Express, the ultimate
luxury of romancing the rails with a steam locomotive is only in India, The Palace
on Wheels; befitting its name, the Palace on Wheels is a super luxury train doing
an extensive circuit in the desert kingdom of Rajasthan, old railway carriages of
the former Maharajas are now available for the tourist, complete with a lounge,
dinning room, bar, the sleeping compartment is spacious, and has the old world
touch of luxury. Cox & Kings can also design exclusive tours around India by
Cox & Kings is the only Indian company to conform to the European
Community standards. Over years of servicing Cox & Kings own international
offices in London, UK the Indian branch has developed a quality of service
which will ensure that you do not face any difficulties in mentioning that your
tour product in India strictly conforms to the stringent European Community
standards.
Cox & Kings is the only Indian company to offer you 24 hours, 365 days a year
service. For we believe that you or your clients may require to contact us at any
time of the day or night. With international time differences, and the
requirement to cater to any emergency situation, just one call to our 24 hours
service telephone number will ensure the job is done.
Cox & Kings is the only Indian company which will allow you total computer
reservation service compatibility, we were the first Indian Travel Agency to
bring into India the Galileo CRS. For your groups as well as your FITs , que-
in on the Cox & Kings CRS for error free travel arrangements.
Cox & Kings is the only Indian company which offers you a state of the art
electronic communication a GEMS. 400 electronic mail system allows you to
dial up Cox & Kings and transmit any of your computer files. This is the most
cost effective international communication.
Cox & Kings is the only Indian company to have a highly sophisticated inbound
tourism management computer software. This software permits Cox & Kings to
efficiently process your requirement from pre tour planning to during tour Cox
& Kings, for example, provide you with cost effective pre tour planning for
your ad-hoc groups and tailor made FIT programmes, let you know on a
particular day the movement of your clients. Post completion of your tour Cox
Cox & king Page 77
& Kings can provide you with MIS reports on how each one of your tours fared
in terms of hotel nights, domestic airline mileages etc. all in order to make your
operation cost effective and error free.
Cox & Kings is the only Indian company to offer you allocations with the Taj
Group and other hotel chains. So next time you are having a problem with a
confirmation at Rambagh Palace, Jaipur, Lake Place, Udaipur, or the Fort
Aguada Beach Resort, Goa during Christmas or New Year, Taj Mahal, Bombay,
Taj Mahal, New Delhi, just call Cox & Kings.
Cox & Kings is the only Indian company which uses quality surface transport.
Our transport be it a car or a motor coach, has neat interiors, highly trained
drivers, with comprehensive insurance covers on unlimited liability, all to
ensure your clients get the best and most comfortable travel whether its an
airport transfer or an excursion.
Cox & Kings is the only forward thinking Indian company, for we believe that
in order that you keep ahead in your business from your competitors, we will
provide you at our cost, a team of Product Development professionals, who
will on an on going basis ensure that your product is way beyond your
competitors. New innovative tours, unique selling propositions, and updated
product information. Cox & Kings will provide you with vital information no
matter how insignificant it may seem to be such as the closing down of a hotels
swimming pool for maintenance.
Six Inbound Tourism locations in key areas such as New Delhi, Bombay,
Madras, Bangalore, Jaipur and Goa. Supplemented by over 40 associated
offices all over India. So wherever your clients are in India, there will always be
a professionals friendly Cox & Kings personnel to look after them.
Salaries are paid to all employees on a monthly basis and transferred into the
employees bank account on or by 7th day of next month.
Arrangement is made by the company to open bank account for all the
employees with a specified bank, where the company transfers the salaries. On
receiving the pay slip an employee should check to ensure that the amount paid is
correct. Any discrepancies are to be reported to the personnel department.
While fixing the pay of an employee the management takes into consideration 4
points:
1) Union management
2) Minimum wages
3) Companys profit
RETIREMENT POLICY:
At any time before the expiry of the probationary period, the employees
service may be terminated either by the company or by the employee without
assigning any reason or salary in lieu there of however, either side on a months
notice in writing or salary may terminate the services of a permanent employee
thereof.
EXIT INTERVIEW:
The employee leaving the job has to fill in the Exit interview form
mentioning the reasons for leaving the job.
TERMINAL BENEFITS:
GRATUITY:
Each permanent employee who has completed one full year of continuous
service is entitled to 22 days privilege leave. Privilege leave can be accumulated up
to a maximum of 66 days. Privilege leave can be availed only twice in any
calendar year. Any holidays occurring during the leave period is treated as part of
that earned leave. Application for privilege leave should be submitted to the
department head atleast tow weeks prior to going on such leave.
CASUAL LEAVE:
SICKNESS LEAVES:
Sickness leave of 12 days for every calendar year is encashable for only
those employees not covered under ESI act.
MATERNITY LEAVES:
Female employees are given 90 days leave as per maternity benefit act.
We visualize creation of cohesive work groups and will foster and reinforce our
team identity.
We believe that every one of our people always wants to give his best and we
will provide the means to enable him to do so.
We will define roles clearly, empower people to take decisions and calculated
risks.
We will always look up to our people for achieving our targets and surpassing
them.
To facilitate individuals and teams in their efforts to optimize self and each
others capabilities and function effectively as harmonious parts of the
organization.
Designing and implementing personnel policies and systems that are simple,
clear and effective in human resource management and development.
CULTURE SYSTEMS
Customer oriented
Result oriented
Competitive
Develop
commitment
PROCEDURE FOLLOWED:
1) Every department in the company, before the end of the year, reviews the
adequacy or otherwise the available manpower with reference to the tasks and
targets in qualitative and quantitative terms to the personal department.
2) Based on the requirements of additional manpower, plan for the financial year
is prepared jointly by the planning and personal department of the department
for the division as a whole, giving specific details for each post other than
casual post and justification thereof. This manpower plan contains detail of
expenditure involved, which forms as part of the overall manpower budget of
the division.
4) On approval by the board, these manpower plans will contribute sanction for
creation of posts including pasts of trainees and forms the general basis of
recruitment during financial years.
SCOPE OF STUDY
encountered by COX AND KINGS which is a business that deals solely with
To study the working of each department of COX AND KINGS and to see
the
Due to the peak season customers were busy to give feedbacks for my
Questions.
collect the data from all the department which is not possible in this
STRENGTHS
OPPORTUNITIES
a. More proactive role from the government of India in terms of framing policies.
c. Growth of domestic tourism. The advantage here is that domestic tourism and
international tourism can be segregated easily owing to the difference in the period
of holidays.
THREATS
b. Political turbulence within India in Kashmir and Gujarat has also reduced tourist
traffic.
One such way of classifying the users is by dividing them into categories such
as General, Sex, Region, Education, etc.
2. Potential Users: They have the willingness but the marketing resources have
not been used optimally to influence their impulse.
3. Actual Users: They are already using the services generated by the tourist
organizations
5. Habitual Travelers: They have formed a habit and avail of the services
regularly.
The end user for Tourism Services is always the CONSUMER, and therefore on the
basis of the end user, Tourism Services fall under the category of Consumers.
However these consumers may vary, which is why Tourism Services also differ.
As per the Product-Service Continuum, Tourism Services fall under the category of
Goods + Services. The core product is the destination, which is purely
intangible. However, tourism is linked to a number of tangible goods such as
souvenirs, cuisine, etc which constitute an important part of any vacation or
holiday any consumer might take. Therefore it cannot be classified as only
services, and falls under the category of Goods + Services.
Tourism Services are high contact services, as people interact with people at
virtually EVERY stage of the way. Tourism services are very people-oriented
services, and the service people are plenty and have high contact with the
consumers. The consumer interacts with a myriad of service people starting from
when he books his ticket and throughout the course of his holiday.
EXPERTISE
Tourism Services are mostly professional services. The service people include
travel agents, tour operators, hoteliers, caterers, tour guides, etc. Almost all of these
people are trained and are professionals. They might be trained by professional
institutes (IATA, IITM, etc.) or by the agency/company they are working for (COX
& KINGs).
Cox and Kings registered office is situated in Mumbai, India with 255 points of
presence covering 164 locations through a mix of branch sales offices, franchised
sales shops, General Sales Agents (GSAs) and Preferred Sales Agents (PSAs).
Cox and Kings have 14 branch sales offices located in Mumbai, New Delhi,
Chennai, Kolkata, Bangalore, Hyderabad, Ahmedabad, Jaipur, Kochi, Pune,
Nagpur and Goa.
Besides, Cox and Kings also operates through 56 franchised sales shops spread
across India to have larger access to our customers. Further, they have an extensive
network of 185 GSAs and PSAs covering all major towns and cities of India.
Cox and Kings has a global presence with its operations in 18 countries besides
India through subsidiaries, branch offices and representative offices. They have
subsidiaries in UK, Australia, New Zealand, Japan, US, UAE and Singapore and
operates from Moscow (Russia), Maldives and Tahiti through our branch offices
and Spain, Sweden, Germany, Italy, France, Taiwan, South America and South
Africa through our representative offices.
The company through its subsidiary in Australia has acquired Tempo Holidays, one
of the leading wholesalers in the Australian outbound tourism market.
CKILs subsidiary, Quoprro Global Services Pvt. Ltd., acquired in 2008 accepts
and processes visa applications from foreign nationals applying for Indian visas in
Greece and Singapore.
Recently, they got further approvals from the diplomatic mission of India in Hong
In 2009, CKIL acquired the East India Travel Company in North America, one of
the top three source markets for the Indian subcontinent
Further, they have presence in overseas markets through a network of GSAs and
PSAs covering other countries enhancing our global presence.
Research Methodology
Research Design:-
Research Objectives:-
In this study, no analysis of data is made as the data available are already analyzed
one and are present in the graphical manner in published reports. So
Source of Data:-
The task of collecting data begins offer a research problem has been defined and
plan in chalked out. This study pertains to collection of data from primary and
secondary.
Primary Data:-
Data are called for the first time for a specific purpose in mind using the
questionnaire methods. Questionnaires through personal contact and telephone
call.
Secondary data:
This refers to information that has been collected earlier by someone else often
including printed or published reports, news items and company invoices. It also
includes internal documents like invoices, sales report, and payment history of
customers and dispatch record.
Information Required:-
Highly satisfied
FINDINGS
4. 75% of the clients are using services of Cox and Kings due to customer relation
or treatment.
10% of the clients are using services of Cox and Kings due to attractive packages
and excursion.
10% of the clients are using services of Cox and Kings due to good service.
5% of the clients are using services of Cox and Kings due to pricing.
5. 90% of the clients agree that Cox and Kings always fulfill the order according to
their need.
10% of the clients agree that Cox and Kings sometimes fulfill the order according
to the need.
7. 60% of clients are highly satisfied with the quality of the services.
8. 15% of clients are highly satisfied with the price of the packages provided.
20% of clients are satisfied with the price of the service provided.
45% of clients are average with the price of the services provided.
20% of clients are not satisfied with the price of the services provided.
9. Majority of the clients has given satisfactory rate over its competitors.
10. Though clients prefer comparing competitors pricing but gets attracted towards
quality packaging and services being provided by Cox and Kings.
1 People are more aware about Cox and Kings than Thomas Cook, KUONI,
SITA, and MAKE MY TRIP.
1 There is less number of people who book their tour ticket through travel
agents.
3 COX & KINGS global presence has also strengthened its position in India.
1 COX & Kings is set to expand its foreign exchange business to more centres
in India
2 Cox & Kings has come out with its package for Europe and packages for the
US and Far East on mass basis.
3 The Indian Railways Catering and Tourism Corporation (IRCTC), and Cox
and Kings India Ltd., (CKIL), have signed a Joint Venture agreement to set up a
company called the Royale Indian Rail Tours Ltd., to manage and operate the first
pan-India luxury tourist train.
4 Efforts are being made so that online and offline business models would
complement each other in a very effective manner in future
1 www.coxandkings.co.in
2 www.wikipedia.coxandkings.org
3 www.financialexpress.com
www.digitallibarary.com
1 www.thehindubusinessline.com
Personal Details:
Name:-
Age:-
Address:-
Contact no.:-
QUESTIONS:
2) If you are the regular client of Cox and Kings then what was your last package?
6) What is your expectation from the Cox and Kings while using services?
5) Excursion
4) Not satisfied
9) Why you prefer Cox and Kings over any other tours and Travel Company?
10) How will you rate Cox and Kings over its competitors?
11) Would you like to continue availing services from Cox and Kings?
1) Yes 2) No
12) Are you satisfied with Cox and Kings packages and services?
1) Yes 2) No
If no then why
DATE:
PLACE: SIGNATURE