Chapter 1

INTRODUCTION

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 INTRODUCTION

This project is an attempt to give knowledge about Kingfisher Airlines. It aims to make
its reader well versed with each and every aspect of Kingfisher Airlines.

It throws light on the following:-

1. In 1st Chapter you will find the Objectives, Research Methodology and
Limitations of the study on Kingfisher Airlines.

2. In 2nd chapter you will find an overview of Kingfisher Airlines, in which you will
find its fleet, current destination, departments, and different services offered by it
such as Airport services, In-flight services, on - ground services. In it you will
also find about the Awards, about the Management Team. You will further notice
- How to book travel on Kingfisher Airlines?

3. In 3rd Chapter you will find Analysis and Interpretation on the project on
Kingfisher Airlines.

4. In 4th Chapter you will find conclusion and suggestion on the project on
Kingfisher Airlines.

5. In the end you will find the various sources I referred for gathering information
and find the list of all the literature that I have attached.

This project is overall an attempt to make you aware or to cover every possible aspect of
Kingfisher Airlines in India and around the world.

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 1.1 Objectives

The main objectives of the study of this project are –

 To study the growth and expansion of Kingfisher Airlines.

 To study the structure and workings of Kingfisher Airlines.

 To understand the attitude towards the services of Kingfisher Airlines.

 To study the achievements of Kingfisher Airlines.

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 1.3 RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problem. It may be

understood as a science of studying how research is done scientifically. In it we study the
various steps that are generally adopted by a researcher in studying his research problem
along with the logic behind them. It is necessary for the researcher to know not only the
research methods or techniques but also the methodology.

I have collected the entire data of this project on “Kingfisher Airlines” from
SECONDARY SOURCES like websites, books, newspapers and magazines.

Secondary Data

When an investigator uses the data that has been already collected by others, is called
Secondary Data. The secondary data could be collected from Journals, Reports, and
various publications. The advantages of the secondary data can be –It is economical, both
in terms of money and time spent.

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 1.4 LIMITATIONS

 The data could be gathered from secondary source thus any error in the
information would have also got replicated in this report.

 As the data was gathered from the secondary sources, the validity of the data
could not be tested.

 Time constraint was the major limitation faced by the researcher.

 Another problem was knowledge constraint and this report was an attempt to
gather as much of relevant data as possible.

 Another constraint was the lack of information regarding proper route map by
the organization due to which it could not be included in the project report.

However, every effort is made to ensure that these do not in any way adversely affect
the results of the study and inject an element of objecting in the report.

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 Chapter 2

Corporate Overview

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 2.1 Company’s Profile

Kingfisher Airlines

IATA ICAO Callsign

IT KFR KINGFISHER

Founded 2005
 Bengaluru International Airport
Hubs
 Chhatrapati Shivaji International Airport

 Indira Gandhi International Airport

Frequent flyer King Club

program
Member lounge Kingfisher Lounge
Fleet size 69 (+130 Orders)
Destinations 72
Parent company UB Group
Company slogan Fly The Good Times
Headquarters Bangalore (Registered office)
Mumbai (Head office)
Key people Vijay Mallya, Chairman & Managing
Director
Website http://www.flykingfisher.com

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Kingfisher Airline is a private airline based in Bangalore, India. The airline is owned by
Vijay Mallya of United Beverages Group. Kingfisher Airlines started its operations on
May 9, 2005 with a fleet of 4 Airbus A320. The airline currently operates on domestic as
well as international routes, covering a number of major cities, both in and outside India.
Kingfisher Airlines was the first airline in India to operate with all new aircrafts and to
order the Airbus A380.
Kingfisher Airlines plies regular flights from the major cities of India, including Delhi,
Mumbai, Bangalore and Kolkata as well as international routes such as China, Singapore,
Thailand, UK,UAE etc.
In a short span of time Kingfisher Airline has carved a niche for itself. The airline offers
several unique services to its customers. These include: personal valet at the airport to
assist in baggage handling and boarding, accompanied with refreshments and music at
the airport, audio and video on-demand, with extra-wide personalized screens in the
aircraft and three-course gourmet cuisine.

In 2008, due to the prevalent economic downturn, the civil aviation industry faced the
worst period in its history. It was the time, when air passenger traffic started dripping,
and the aircraft fuel prices went sky rocketing. As a result, Kingfisher Chairman Vijay
Mallya and his Jet Airways counterpart Naresh Goyal announced an alliance, after a
meeting. According to the alliance, both the airline companies decided to implement
code-sharing on both domestic and international flights. It was a step to reduce the
expenses. Subsequently, frequent flier programs were announced by both the airlines,
namely King Club and Jet Privelege.

2.2 History
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Kingfisher Airlines is a subsidiary of the UB Group, one of the largest beverage
companies in the world. The branding of the airline is linked to that of Kingfisher Beer,
India’s largest brewery.
The airline, which is headed by the charismatic Dr Vijay Mallya, took to the skies in May
2005, and attracted attention for its high quality product with personal in-flight
entertainment in every seat; custom interior designs for each aircraft; valet assistance at
airports and complimentary hot food and beverages. The airline initially operated a single
class service but subsequently introduced a highly acclaimed First Class, allowing it to
compete with Jet Airways for the high yield corporate market. In addition to its A320
family aircraft used on domestic routes, Kingfisher Airlines also operates ATR-72
turboprops on regional sectors.
In just over two years, Kingfisher Airlines has achieved a market share of 10% and has
one of the most aggressive expansion plans of all Indian carriers during 2007. In Jun-07,
it dramatically increased its influence in the market with the acquisition of a 26%
shareholding in India’s largest LCC, Air Deccan, for approximately USD130 million, and
an open offer for a further 20%. There will also be greater coordination between the two
brands, with Air Deccan to adopt the Kingfisher image in its logo and to switch to a red,
rather than a blue color scheme. Kingfisher had flown 11.26 million passengers and
captured a 27.6% market share last year.
The airline is owned by the United Beverages Group under the leadership of Vijay
Mallya (which also owns the popular Indian beer of the same name). The airline promises
to suit the needs of air travelers and to provide reasonable air fares. Kingfisher Airline’s
main "luxury" component is its In-Flight Entertainment System, a first among Indian
airlines.

United Breweries Group

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United Breweries Group, based in Bangalore, is the world's 2nd largest brewer and the
largest in India. The company markets most of its beer under the Kingfisher brand and
has also launched Kingfisher Airlines, a domestic airline service in India. The UB Group
(United Breweries) Group is a multi-faceted conglomerate with business interests in
Beverage Alcohol, Pharmaceuticals, Media, International Trading, Aviation, Fertilizer,
Research & Development, and Infrastructure Development.

The group is headed by Dr.Vijay Mallya who is also a member of the Indian Parliament.
United Breweries now has a near-monopoly over the Indian brewing market, thanks to its
recent takeover of the rival Shaw-Wallace company.

History

The UB Group was founded by a Scotsman, Thomas Leishman in 1857. The Group took
its initial lessons in manufacturing beer from South Indian based British breweries. At the
age of 22, Vittal Mallya was elected as the company's first Indian director in 1947. After
a year, he replaced R G N Price as the chairman of the company.

After Vittal Mallya's death in 1983, his son Vijay Mallya assumed the mantle of the
group. Vijay Mallya inducted professional management and consolidated the Group into
individual operating divisions. In 1988, UB Group acquired the global Berger Paints
Group with operating companies across four continents. The paints business was divested
for significant value in 1996.

After India adopted economic liberalization in 1991, the UB Group decided to retain
interests in only those businesses that were globally competitive and did not depend upon
fiscal tariff protection. In 2005, the Group entered aviation sector with the launch of
Kingfisher Airlines Limited.

The Logo

The Pegasus, which is the symbol of the United Breweries, first found its place as the
Group logo in 1940. Then, the Helladic horse – associated with beer and nectar in Greek
mythology- carried a beer cask between the wings, ostensibly because beer formed the

10
core operations of the Group. Later, the beer cask was removed to represent the Group’s
multifaceted operations. Now, it is just the Pegasus.

Business Interests of UB Group:

Beverage Alcohol: The UB Group is 3rd largest spirits marketer in the world, with
overall sales of 60 million cases. The company offers 140 brands at varying price points.
Some of the famous brands of the UB Group are: Bagpiper Whisky, McDowell's No.1
Whisky, Director's Special Whisky, McDowell's No.1 Brandy and McDowell's
Celebration Rum.
Pharmaceuticals: The group's company Aventis Pharma Limited is the second largest
pharmaceutical multinational in India. It develops and markets branded prescription
drugs and vaccines.
Media: The UB Group also has a shareholding in Asian Age Holdings Ltd, the
company that owns and manages daily newspaper, The Asian Age.
International Trading: The Group's company UB Global Limited is a recognized
export house engaged in the export of Beer, Spirits, Leather Footwear and Processed
Foods. The Company also exports Pharmaceutical Products and customized perfumeries.
Research & Development: Vittal Mallya Scientific Research Foundation (VMSRF)
was established in 1987 with the objective of developing newer and novel technologies
that will have substantial application in industry and health care.
Aviation: UB Group entered aviation sector in 2005 with the launch of Kingfisher
Airlines Limited. Kingfisher Airlines has captured an impressive market share and has
established a niche identity for itself. The airlines recently acquired 25% stake in Deccan
Airlines.

Chairman’s Message

Dear Guest,

I intend to make Kingfisher Airlines the best in the world and pursue this goal
seriously; as I am sure you pursue your goals equally seriously. I have always

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aimed at delighting you and giving you nothing but the best.
It is my passion to deliver a world-class experience. And since work and play can
go hand-in-hand, I am sure you need some time to relax in the skies after several
pressing commitments and stressful work obligations.
I make this happen, by being personally involved and ensure that every
Kingfisher aircraft meets the global standards that I have set in terms of safety. I
am proud of our brand-new fleet which incorporates the latest technology
available. I have insisted upon a personalized entertainment system for your
personal viewing and listening pleasure, to create an environment that you will
truly cherish.
Aboard every Kingfisher Airlines flight you will meet your crew that I have hand-
picked and approved after a rigorous training programme. They have been
instructed to treat you in the same way as if you were a guest in my own home.
So, leave the stress of daily life behind and enjoy a Five Star experience with
Kingfisher Airlines. I try hard to exceed what you expect, however, if I have
missed something or fallen short of meeting your expectations, please feel free to
mail me directly at chairman@flykingfisher.com
I invite you to fly Kingfisher Airlines and experience an unforgettable journey my
team and I strive to create everyday.

Warm personal regards

Dr. Vijay Mallya
Chairman
Kingfisher Airlines Limited

Management Team
Kingfisher Airlines is led by a dynamic, extremely talented and experienced team:

Board of Directors

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Dr. Vijay Mallya, Chairman & CEO

G.R Gopinath , Vice–Chairman

Mr. Piyush Mankad

Mr. A.K. Ravi Nedungadi

Diwan Arun Nanda

Mr. V.K. Rekhi

Dr. Naresh Trehan

Mr. Rup Pillai

Operating Team

Mr. Sanjay Bahadur, General Manager - Corporate Affairs

Mr. Shailesh Borkar, General Manager – Finance

Mr. Umesh Rindani, General Manager - Revenue Accounts

Mr. S.K. Ghorai, General Manager - Quality Control

Captain Sanjeev Marwah, GM-Flight Ops (A320)

Capt PA Bhushan, GM-Flight Operations (ATR)

Mr. Gaurav Rathore, General Manager - Quality & Guest Commitment

Overview

Our Vision
“The Kingfisher Airlines family will consistently deliver a safe, value-based and
enjoyable travel experience to all our guests”

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Our Values

Safety
This is our overriding value. In our line of business, there is no compromise.

Service
We are all in the hospitality business; we must always seek to serve our guests and gain
their trust, goodwill and loyalty.

Happiness
We seek to build an organization with people who choose to be happy, and will
endeavor to influence our guests and co-workers to be happy too.

Teamwork
We will succeed or fail as a team. Each one of us must respect our colleagues regardless
of their rank, and we must work together to ensure our mutual success.

Accountability
Each one of us will be held accountable for the successful execution of our duties,
commitments and obligations, and we will strive to lead by example.

Why Aviation?

What gladdened Dr. Vijay Mallya must have been a Cabinet decision on Wednesday,
October 20, 2004, which hiked the permitted foreign direct investment (FDI) limit in
domestic airlines to 49% from the existing 40%. This move is expected to help fledgling
airlines like Kingfisher and Air Deccan. Jet and Sahara lobbied till the last, some political
parties (leftists) tried to muddy the waters, but the skies were opening up and Dr. Mallya
had cause for cheer. The bogey of national security concerns raised by the Jet-Sahara
cartel failed. More than the 9% hike, the decision also signaled to domestic airlines and
foreign investors that the government was serious on aviation reform.

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Starting a low cost airline is not the most difficult part, because to start a low cost service
with nation wide operations,

• Assuming that the airplanes are leased the cost is typically between $20-40mn;
depending on the scale of operations (a full scale carrier will need investment of
around $70-80mn).
• A regional service can be started at a much lower cost - around $10-15mn.
• Low cost carriers can break even in a year or two or at most three.
• New airlines typically have a major cost advantage, especially for labor, over
established (mostly state-owned carriers like Indian Airlines or Air China).
• Air transport is the obvious solution for mobility, if fares can be kept low (as
compared to train fares).

Why India?

• Every Indian should fly. There are approximately one billion people & only about
0.05% of them fly.
• India is 3rd fastest growing domestic aviation market in the world.
• Indian Subcontinent is the third largest market for new aircraft in Asia, behind
China (1790) & Japan (640).
• More and more middle class families now prefer air travel to traditional rail
travel.

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 • In 2003, 10 million Indians traveled by air domestically. In 2004, 25 million took
to the skies within India and 6 million Indians traveled abroad.
• The more the merrier, More could take to the skies in the months and years to
come, as wallet friendly new players like Kingfisher airlines spruced up plans to
enter the aviation segment.
• According to CAPA (Centre for Asia-Pacific aviation) forecasts, the total air
traffic will rise by 5 million actual passengers each year over the next 10 years.
• Swift liberalization of the Indian market. With the ending of government
protection for Indian Airlines, the adoption of an open skies agreement with the
United States and the loosening of a previously tightly restrictive quota pact with
Britain. India is an exciting aviation market

2.3 Products and Services

Fleets
Kingfisher Airlines Fleet[12]

Passengers
In (Kingfisher
Aircraft Orders Options Routes Notes
Service First/Kingfisher
Class)

All 4
ATR 42-
4 – – 48 (0/48) aircraft dry
500 Regional, South
leased.
Asia
——————— 1 aircraft is dry
—
ATR 72- 18 66 (0/66) leased.
38 20 Dhaka
500 9 72 (0/72) 15 new aircraft
to be dry leased

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Airbus
All 3 dry
A319- 3 – – 144 (0/144)
leased.
100
Domestic, Asia
8 dry leased.
Airbus 10 134 (20/114) ———————
Deliveries
A320- 3 67 – 174 (0/174) —
through 2010-
200 9 180 (0/180) Bangkok,
2012.
Colombo, Dubai
Airbus
6 151 (32/119)
A321- – – 2 dry leased.
2 199 (0/199)
200

Asia, Europe
Airbus ——————— Deliveries
A330- 5 15 – 217 (30/187) — through 2010-
200 Hong Kong, 2012.
London, Singapore

Airbus
Deliveries
A350- – 5 – TBD TBD
starting 2014.
800

Airbus
Deliveries
A380- – 5 5 TBD TBD
starting 2014.
800

Total 69 130 25

• On June 15, 2005 it became the first (and only) Indian airline to order the Airbus
A380. It placed orders for 5 A380s, 5 Airbus A350-800 aircraft and 5 Airbus
A330-200 aircraft in a deal valued at over $3 billion. Delivery of the A330s is due
to start in late 2007, followed by the A380s in 2010 and the A350s in 2012.
• On November 20, 2005 at the Dubai Air Show, Kingfisher Airlines announced
that it would be buying 20 ATR 72-500s (plus 15 options). The deal is estimated
to be worth $500 million dollars with the deliveries starting from March 2006.
The last of the 20 planes would be handed over to Kingfisher Airlines by 2008.
The first aircraft from that order was delivered to the airlines on March 31, 2006.
• On November 21, 2005 at the same air show, Kingfisher Airlines placed an order
to acquire 30 more A320s in a deal estimated to be worth $2 billion. Engine

17
 making joint venture International Aero Engines will supply the engines for the
planes. Deliveries for the planes are likely to start from 2008.
• On January 13, 2006 an Airbus A319 of Kingfisher Airlines was the first aircraft
in that class to land on the short older runway at Mangalore airport.
• On the April 24, 2006, Kingfisher signed a contract for five Airbus A340-500
HGWs. The airline plans to use this for its Bangalore-San Francisco and Mumbai-
New York route. Delivery is expected for 2008.
• Kingfisher was also the first Indian airline to bring the latest super jumbo Airbus
380 to India. A 380 arrived on 6 may 2007 in New Delhi and in Mumbai on
8th May as part of Kingfisher's second anniversary celebrations.
• On December 4, 2008 Kingfisher Airlines announced that it would commence
daily non-stop flights from Mumbai to London Heathrow beginning 5 January
2009.

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Kingfisher Airlines Operation in INDIA

Based in Bangalore, Kingfisher Airlines operates on domestic as well as international routes

and serves 65 domestic destinations and 7 international destinations in 7 countries
across Asia and Europe .

Covering important cities including New Delhi, Bangalore, Chennai, Ahmedabad, Goa,
Punjab, Rajasthan besides regional cities like Agartala, Agatti, Dibrugarh, Kochi, Kolkata,
Madurai many more and international destinations including Singapore, Thailand, Dubai,
Honk-Kong, Bangladesh, London.

Kingfisher Airlines, offer great deals on air tickets. Book your travel on Kingfisher Airlines
and avail budget air travel and exquisite flight airfares.

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How to Book Travel on Kingfisher Airlines
 Step One

Call 011 (+91) 1800 1800 101 or visit the Kingfisher Airline Web site to book your
travel online (see Resources below).
2
 Step Two

Enter your origin and destination cities, travel dates, number of passengers and class
of travel (Kingfisher or Kingfisher First). Select "By Fare" to display available flight
schedules by fare (cheapest to most expensive). If your dates are not flexible, choose
to sort the flights "By Schedule" and click on the "Search" icon.
3
 Step Three

Select your preferred fare or schedule from the Flight Options page and review all of
the displayed information before clicking on the "Purchase" icon.
4
 Step Four

Log in with your club number and password if you are a member of the Kingfisher
Frequent Flyer Club. If you're not a member, simply click on "Continue as Guest."
5
 Step Five

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 Enter all of your contact information, including your mobile phone number and e-
mail address so that a Kingfisher representative can contact you in case of changes in
flight schedules, additional fees or weather delays.

 Step Six

Confirm your booking and print out your itinerary. It is highly recommended that
you also confirm your reservation with a Kingfisher reservation agent.

Overall Tips & Warnings

• Book online to take advantage of any loyalty program discounts that wouldn't
be available through a travel agent.

• If you book travel using someone else’s credit card (with their permission, of
course) makes sure to bring a copy of the credit card signed by the owner when you
check in.

• Check in 2 hours to 30 minutes prior to your flight. One hour prior to your
departure is preferred.

• Consider joining the King Club (Kingfisher's Frequent Flyer Program) if you
are planning on traveling throughout India on your visit.

• Kingfisher currently only accepts credit cards issued in India.

• If you are flying into any city from Srinagar Airport, you will not be allowed
to carry any hand baggage and you must arrive at least 2 hours prior to your scheduled
departure.

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 Guest Commitment Statement
I. Welcome to the Kingfisher Experience
• Reaching us
• Fare options/Booking options/Home deliver
• Amendments and Cancellations
• Keeping you informed
• Overbooking

• Refunds
II. At the airport
• Terminal locations, Contact Numbers
• Valet Service
• Checking-In

• Delay Handling/Re-routing
III. On-board experience
• In-flight entertainment
• Meal options

• World class crew

IV. Reaching your destination
• Baggage Delivery

• Delayed / missed Baggage

V. Your Special needs
• Unaccompanied Minor

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 • Guests with reduced mobility and Senior Citizen
VI. Hope you had a great experience
• We listen - Our feedback system
• We understand and improve
• We respond - Our follow up

• Contacting us

I. Welcome to the Kingfisher Experience

• Reaching us
It is our commitment that we will ensure easy accessibility to our Guests. Our telephone
numbers which are accessible 24 hours are:

o 1800 2333 131

o 020 27293030
o 080 41979797
o 0124 2844700
o 022 66499393
o 1800 1800 101

o USA/Canada 1 866 4 FLY KFA (1 866 435 9532)

o UK 0 800 047 0810

• Fare options/Booking options/Home delivery
We are committed to making our tickets easily available to our Guests. Kingfisher
Airlines tickets can be purchased by:

o Calling up our Call Centers

o The Kingfisher Airlines website (www.flykingfisher.com)
o The Home Delivery option
o Through the Travel Agents

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 We follow a dynamic fare policy and the fare levels fluctuate depending on the
number of bookings made / anticipated on a particular flight.

It is our commitment to our Guests that at any given point of time the lowest available
fare at that time would be made available on all booking mediums. In case a lower
fare level is available after a Guest has made his booking, a rebooking will be allowed
on the lower fare level after paying a seat release charge. Our fares are quoted in
Indian Rupees and in US Dollars. Our International guests can book and make
payments through their credit card.
• Amendments and Cancellations
We understand that our Guest could be in a situation where they have to amend or cancel
their tickets. At Kingfisher Airlines our Guests can amend or cancel their tickets up to
one hour before the scheduled departure of the flight. For details of cancellation and seat
release charges please see the Conditions of Carriage section.
• Keeping you informed
At Kingfisher airlines we are committed to keep our Guests informed in case of known
delays, cancellations and diversions as early as possible. We use the contact details in
your reservation record to update you or if you have made the reservation through a
travel agent we attempt to contact him in case your contact number is not available in our
records.Guests can also receive the latest flight information using our Kingmobile service
by sending a SMS, eg. SMS KING to 6388.
• Overbooking
We operate with the objective that no Guest with a confirmed reservation should be
denied boarding. Keeping this objective in mind we commit to as many Guests
reservations as the number of seats on each flight.
• Refunds
On cancellation of a booking, the refund will be processed in the same medium in which
the ticket was purchased, and through the point of sale.

24
II. At the airport
• Terminal locations
Currently Kingfisher Airlines operates to Agartala, Agatti Island, Ahmedabad, Bagdogra,
Bangalore, Bhubaneshwar, Bhuj, Chennai, Coimbatore, Delhi, Goa, Guwahati, Hubli,
Hyderabad, Imphal, Indore, Jaipur, Kochi, Kolkata, Mangalore, Mumbai, Nagpur, Pune,
Raipur, Srinagar, Trichy, Tirupati, Trivandrum, Varanasi, Vijayawada and
Vishakapatnam airports.
• Valet assistance
As a value added service, Valet assistance is available at all airports. This assistance is
available from the time you reach the airport to the time you Check-in. Assistance is also
available on arrival at the airports.
• Checking-In
All efforts are taken to ensure a smooth Check-in. The availability of multiple Check-in
counters and the presence of efficient staff help reduce congestion, which translates into
less waiting time at the counters and 'On time' departure of our flights.
• Delay Handling
In case of delay at the airport, we make all effort to minimize the inconvenience. Guests
are offered refreshments in case the delay is more than one hour. In case of longer delays,
Guests are offered meal subject to the airport facilities and local infrastructure.
• Roving Agents
No more waiting at the Check-in counter. Now guests with hand baggage need not wait at
the check-in counter to collect their boarding pass. They can directly approach the
security check-in counters. Deployed outside the Security check-in area will be
Kingfisher Airlines' Roving Agent who will attend to these guests personally and book
them on their choice of seats. Specially trained Roving Agents will reach out to guests
and check them in using a mobile digital device and printer. Kingfisher Airlines is the
first airline in India to launch this unique service.

III. On-board experience

• In-flight entertainment
At Kingfisher Airlines, we take pride in being the first domestic airline in India to offer

25
personalized In-flight Entertainment. Guests have the option of Live TV, Fun TV and 10
audio channels on Kingfisher Radio with choices appealing to every segment's
expectations. The video choices range from Sports to fashion to an exclusive channel for
kids. Similarly the audio channels range from Ghazals to hip- hop to rock music. All
efforts are made to ensure that you have a wide selection every time you fly with us.
Another unique feature of our In-flight Entertainment system is the on screen moving
map that let you know the Funliner's location, altitude, speed and other relevant flight
details.
• Meal options
We offer our Guests complimentary meals on all our flights. At this stage, Guests have
the choice of opting for vegetarian or non vegetarian meals on most sectors. The menus
are designed considering the Guest feedback and are frequently changed to meet their
changing tastes. To ensure that the Guests get different choices every time they travel
with us, we have six different types of menu which are changed everyday.

• World class crew

Our Crew is personally selected by the chairman. They undergo a rigorous training
program in the Safety and First aid, Service Delivery and Personality development before
they are cleared to take on the role of hosts on board.

IV. Reaching your Destination.

• Baggage Delivery
We at Kingfisher Airlines endeavor to reunite your checked baggage with you as soon as
you reach your destination. Kingfisher Airlines representatives are present in the arrival
lounge should you need any assistance on account of bulky baggage.

• Delayed / missed Baggage

In a situation of misrouted baggage we will make every effort to locate and deliver your
baggage to you as soon as possible. When a misrouted baggage is tracked we attempt to
deliver it at our expense at the time convenient to the Guests. Delivery of baggage for
international destination in case of transit, may take some time considering the longer
flight duration, availability of flights and custom and immigration procedures. Details

26
about our policy on lost baggage can be viewed in the Conditions of Carriage section.

V. Your special needs

We at Kingfisher Airlines are committed to provide a seamless travel experience to our
guests who require special assistance. This commitment is clearly established by the fact
that our personnel at various functional areas are well trained to handle your special
needs. Special care is taken even while assigning a seat on board the flight. These Guests
are assigned seats closer to the exits and lavatories so that they can board, use facilities
and disembark in comfort. To enable us to serve you better we request you to inform us
about your special needs within a reasonable time before your travel.
• Unaccompanied Minor
Flying alone can be a thrilling experience for kids, especially with a little advance
preparation. Children may be nervous at first, but chances are they'll soon be absorbed in
the adventure of stretching their own little wings.

Children in the age group of 5 to 11, holding a confirmed reservation and traveling alone
qualify as Unaccompanied Minors. We take the responsibility of escorting them safely to
their destination. Kingfisher Airlines personnel assist in check-in and boarding process
and introduce the child to the flight attendants on board. Our flight attendants take special
care of the child to ensure a comfortable and enjoyable flight. At the destination our staff
escorts the child to the arrival terminal and meets the person named on the UNM form.
Only after checking the credential of the assigned person is the child released. The airline
will assign someone to take care and make sure that your child is never really alone

• Guests with reduced mobility and Senior Citizens

Guest with disabilities can expect a personalized and caring treatment from us. An escort
with a wheel chair can be assigned to the Guest. Help in check-in, boarding and
disembarkation can also be availed. Our flight attendants are formally updated about
Guest's requirements on board their flights. Besides, a personalized briefing is also
conducted on the flight for Visually impaired Guests, Guests with reduced mobility and
other Guests with special needs to familiarize them with the safety and service aspects of

27
the flights. Similarly senior citizens also have the option of availing wheel chair
assistance if required.

Specific terms and conditions

I. Good times begin here
• Fare option

• Mode of Payment

• Amendments and Cancellations

II. Keeping you informed
• Inform Guests of delays, cancellation & diversion through
III. At the airport
• Valet Service

• Checking In
• Group check-in
• Hand baggage
• Excess baggage
• Through Check-in

• Flight Delays
IV. On Board Experience
• Meal Options
V. Reaching Your Destination
• Baggage Delivery

• Lost/Damage baggage
VI. Your special needs
• Unaccompanied Minor

28
 • Wheel Chair
• Stretcher Facility

• Carriage of Expectant Mothers

VII. Hotel Policy

• In case of disrupted/delayed flights
VIII. Connecting Flight delays

 Good times begin here

Fare option
• Infant - 0-2 yrs (only taxes)
• Child 2-12yrs - (child fare +Taxes)

• Adult over 12 yrs - Available fare (at the time of booking) +taxes
Mode of Payment
• Infant - 0-2 yrs (only taxes)

• Child 2-12yrs - (child fare +Taxes)

Amendments & Cancellations
• Kingfisher Class ("KF Class") Guests can amend or cancel tickets up to 1 hour
prior to departure.
• Cancellation charges of Rs. 500/- per sector per guest is applicable for Kingfisher
Class
• If cancellation done within 1 hr of departure (in case of KF Class) only taxes will
be refunded.
• Seat release charge due to a rebooking (in KF Class) is Rs.200 per sector per
guest plus the applicable difference in fare.
• No rerouting is allowed.

• On cancellation of a booking, the refund will be processed in the same medium in

which the ticket was purchased, and through the point of sale.
 Keeping you informed
Inform Guests of delays, cancellation & diversion through:
• Guests are requested to give their mobile numbers while making the booking
• SMS king to 6388 (Eg. KingIT 308) to get flight updates

29
 • SMS updates are available only on GSM mobile network
 At the airport
Valet Service
Valet assistance available (Free of charge) at all airports from:
• Airport entrance to check in

• On arrivals
Checking In
• Counters open 150 minutes before departure and close 30 minutes before departure
time. Boarding gates close 15 minutes prior to departure. Guests who do not report
at the boarding gate, will not be allowed to board the flight and their money will not
be refunded nor their tickets revalidated for another travel date/flight.
Group check –in
• Guests are requested to report at least 75 minutes prior to departure In the event that
there are 40 or more guests checking in together, they are required to report 90mins
prior to departure time.

Hand baggage
• A Guest may carry one Hand baggage provided it's weight does not exceed 7kgs
and the sum of length, breadth and height does not exceed 115cms (L+B+H
dimensions for ATR Aircraft is 50+45+20cms and 55+35+25cms for AIRBUS
Aircraft).
• Articles which may be carried in addition to the free baggage allowance are: laptop,
umbrella/walking stick, overcoat, lady's handbag/purse, reading matter, camera/pair
of binoculars, infants food/carrying basket, fully collapsible invalid's
wheelchair/crutches/braces etc.

• Hand baggage is accepted in the cabin subject to availability of space in the

overhead bin

Excess baggage
• Excess baggage is charged per kilogram. The rate varies from sector to sector.

30
Through Check-in
• Guests who have through checked-in their baggage to the final destination are
required to identify their checked baggage before proceeding with the onward
flight.
Flight Delays
• In the event of a delay that is more than 1 hr but up to 2hrs after the scheduled
departure time, Complimentary Refreshments shall be offered In the event of a
delay that is more than 2 hrs, a complimentary meal shall be offered (subject to
airport facility & infrastructure and time of the day)

 On Board Experience

Meal Options
Complimentary meals with choices of:
• Vegetarian/ Non-vegetarian (Choices are subject to availability)

 Connecting Flight delays

Kingfisher Airlines is strictly a 'point to point' airline and does not take any obligation or
responsibility for transfer of Passengers or their baggage to other flights, whether
operated by Kingfisher Airlines or another carrier and does not assume any responsibility
to ensure the connections for onward flights on Kingfisher Airlines services OR any other
airline and is therefore not liable for any losses or expenses arising out of any failure to
board a planned connection.

31
 2.4 Kingfisher Airlines Offices
Contact Registered Office
1800 2333 131
020 27293030 Kingfisher Airlines Limited,
080 41979797 UB Anchorage,
0124 2844700 Richmond Road,
Bangalore 560 025

USA Toll Free : 1 866 4 FLY KFA ( 1-866-435-9532)

(USA, Central America & South America)
For Sales & Support Inquiries email Kfausasales@flykingfisher.com
For Groups & Charters email Kfausagroups@flykingfisher.com

UK Toll Free (Whole of Europe): 0-800-047-0810

For Sales & Support Inquiries emailKfauksales@flykingfisher.com
For Groups & Charters email Kfaukgroups@flykingfisher.com

Australia Toll Free : 1-800-801-161

For Sales & Support Inquiries email Kfaaustraliasales@flykingfisher.com
For Groups & Charters email Kfaaustraliagroups@flykingfisher.com

Corporate Office Mumbai Airport Office

Kingfisher Airlines Limited, Kingfisher Airlines Limited, S.O.C.C, Terminal

Kingfisher House,Western Express 1 A , Arrival Hall, 1st Floor
Highway. Vile Parle (E) Domestic Airport Santa Cruz (W), Mumbai
Mumbai 400057
Tel: 022 2626 2200
Fax: 022 6702 0625

Delhi Office Delhi Flight Operations Office

Kingfisher Airlines Limited, Kingfisher Airlines Limited,

UB Group, UB House VIII/2, Mehram Nagar,
F 44 A, South Extension – I Near Airport Hotel,

32
New Delhi – 110049 Opp Domestic Airport,
Delhi-110037.
Awards

Significant Awards and Accolades

• King Club has won Top Honors at the 21st Annual Freddie Awards
[2008] in the Japan, Pacific, Asia and Australia region :

 Best Bonus Promotion

 Best Customer Service

• Kingfisher Airlines has received three global awards at the SKYTRAX

World Airline Awards :

 Named Best Airline In India / Central Asia

 Best Cabin Crew – Central Asia
 Kingfisher RED named Best Low Cost Airline in India / Central Asia
• "NDTV Profit Business Leadership Award for Aviation" - awarded to
Kingfisher Airlines by NDTV.

• "Brand Leadership Award" - in the service and hospitality segment against

several acclaimed hotels, leading banks and other airlines.

• Economic Times Avaya Award 2006 for Excellence in “Customer

Responsiveness” - The prestigious Award is Presented by the highly acclaimed
Business Daily, Economic Times.

• "India's No. 1 Airline in customer satisfaction" - Business World

• "Rated amongst India's most respected companies" - Business World

• Rated amongst India’s 25 Innovative Companies - Survey conducted by

33
 Planman Media

• “The Best Airline” and “India’s Favourite Carrier” - In a Survey conducted

by IMB for The Times Of India.
• “Best New Domestic Airline for Excellent Services and Cuisine” - Pacific
Area Travel Writers Association (PATWA) the biggest travel writers’
organisation, representing members from 70 countries across the globe, that
conducts independent annual surveys across various industries related with Travel
and Tourism in order to select the best in each category.

• “Service Excellence for a New Airline” - Skytrax, a UK

based specialist global air transport advisor

• “Ranked Third in the survey on India’s Most Successful Brand launch of

2005” - under the Brand Derby Survey conducted by India’s leading business
daily - Business Standard.

• “Buzziest Brands of 2005” - Ranked amongst the Top Ten buzziest brands of
2005 & 2006 across product categories, in the survey conducted by
agencyfaqs.com and Brand Reporter.

• Best New Airline of the Year” - Centre for Asia Pacific Aviation (CAPA)
Award in the Asia-Pacific and Middle East region.

• Rated amongst Top Ten Internet Advertisers - Yahoo India

• Rated amongst the top ten in the Best Television Commercial Jingles –
NDTV

Some Strategies Adopted by Kingfisher Airlines

34
 • Kingfisher Airlines will not be a run-of-the mill Indian budget airline.

• Kingfisher Airlines will be emphasizing on spunky, well-done interiors and

trained airhostesses.
• Borrowing from the Kingfisher beer tagline of "The King of Good Times" the
theme of "Fly the Good Times" is given to KFA.
• The Kingfisher airhostesses will be selected through a nationwide contest.

• The Kingfisher "Fun liners" will have in-flight silent auctions for lifestyle
products and sales of packaged food and beverages.

• The Kingfisher brand of exuberant, youthful and fast-paced image is leveraged

(the brand recall).

Market Share of Indian Carriers in the Aviation Market

35
Kingfisher Airlines and Kingfisher Red (previously Air
28%
Deccan)
Jet Airways and Jet Lite (previously Air Sahara) 25%
Air India and Indian (previously Indian Airlines) 16%
IndiGo 14%
SpiceJet 12%
GoAir 3%
Paramount Airways 2%
MDLR Airlines 0.004%

Comparison of Different Airlines

36
 Kingfisher
Air India Indigo Airlines Jet Airways SpiceJet
Airlines

 Product
Rating:
 Product
Recommend
89% 33% 75% 78% 65%
ation:

 Check-in
Counter:
 Flight
Attendants:
 Seating
Space:
 Punctuality:

MARKET ANALYSIS

37
 Chapter – 3
38
 Analysis

&

Interpretation

4.1 Analysis
 Kingfisher is one of the largest Airlines in INDIA.

 It is based in Bangalore. It operates more than 400 flights a day and has a network
of 78 destinations, with regional and long-haul international services. Its main bases
are Bangalore International Airport, Mumbai's Chhatrapati Shivaji International
Airport, Hyderabad's Rajiv Gandhi International Airport and Delhi's Indira Gandhi

39
 International Airport.

 Kingfisher Airlines, through one of its holding companies United Breweries Group,
has a 50 percent stake in low-cost carrier Kingfisher Red, formerly known as
Air Deccan.

 Kingfisher is one of six airlines in the world to have a five-star rating from
Skytrax.

 In May 2009, Kingfisher Airlines carried more than a million passengers, giving it
the highest market share among airlines in India.

 Overall growth in year 2007-08 is 37%. Kingfisher acquired 46% share in Air Deccan.

 Kingfisher Airlines has a frequent flyer program called King Club. Members of this
program can earn frequent flyer miles (called King Miles) every time they fly with
Kingfisher Airlines or any of its affiliate airlines, and redeem the same for free tickets
on Kingfisher or its partner airlines.

 Personalized video screens and headphones broadcasting 5 video channels of the

trendy FUN TV and the exclusive Kingfisher Radio - 10 channels of chartbusting
music from across the globe.

 Domestic airlines poised to go international flights.

3.1 ITERPRETATIONS
After the analysis of the collected secondary data we have many inferences that are
sufficient to achieve the objective of research I our plan.

It fulfills our 1st objective, “To study the structure and workings of Kingfisher Airlines”:

40
 Kingfisher Airlines is India's largest airline based in Bangalore, owned by the United
Beverages Group under the leadership of Vijay Mallya . It operates more than 400 flights
a day and has a network of 72 destinations, with regional and long-haul international
services. Its main bases are Bangalore International Airport, Mumbai's Chhatrapati
Shivaji International Airport, Hyderabad's Rajiv Gandhi International Airport and Delhi's
Indira Gandhi International Airport. Kingfisher Airlines, through one of its holding
companies United Breweries Group, has a 50 percent stake in low-cost carrier Kingfisher
Red, formerly known as Air Deccan.

It also fulfills our 2nd objective “To study the growth and expansion of Kingfisher
Airlines”:
In a short span of time Kingfisher Airline has carved a niche for itself.
Kingfisher Airlines started its operations on May 9, 2005 with a fleet of 4 Airbus A320.
Kingfisher Airlines was the first airline in India to operate with all new aircrafts and to
order the Airbus A380.
In 2009, it has a fleet size of 69 aircrafts. It operates on domestic as well as international
routes and serves 65 domestic destinations and 7 international destinations in 7 countries
across Asia and Europe .
Overall growth in year 2007-08 is 37%. Kingfisher acquired 46% share in Air Deccan.
On December 4, 2008 Kingfisher Airlines announced that it would commence daily non-
stop flights from Mumbai to London Heathrow beginning 5 January 2009.
In May 2009, Kingfisher Airlines carried more than a million passengers, giving it the
highest market share among airlines in India.

3rd objective, to understand the attitude towards the services of Kingfisher Airlines.
The Kingfisher Class experience begins even before you step on board:

 Personalized video screens and headphones broadcasting 5 video channels of the trendy
FUN TV and the exclusive Kingfisher Radio - 10 channels of chartbusting music from
across the globe.

41
  They have done everything possible to ensure it. With the most sophisticated
communication, navigation and security systems - both in their and on the ground. As
well as with a highly trained and skilled team of pilots and cabin crew who operate in
completely state-of-the-art paperless environments.

 A special selection of food and beverages is available on board with an individual Menu
Card for every guest to enable you to choose from the finest on offer.

 Kingfisher Airlines has a frequent flyer program called King Club. Members of this
program can earn frequent flyer miles (called King Miles) every time they fly with
Kingfisher Airlines or any of its affiliate airlines, and redeem the same for free tickets
on Kingfisher or its partner airlines.

4th objective, To study the achievements of Kingfisher Airlines.

42
 Kingfisher Airlines was voted “Best New Airline of the Year" within a few months of
launching. Of course, being part of a Global conglomerate, the UB Group, has helped
them strengthen their service quality even more.
It has captured many more Awards since inception such as:

• Kingfisher is one of six airlines in the world to have a five-star rating from Skytrax.

• King Club has won Top Honors at the 21st Annual Freddie Awards
[2008] in the Japan, Pacific, Asia and Australia region :

 Best Bonus Promotion

 Best Customer Service
• "Rated amongst India's most respected companies" - Business World
• "India's No. 1 Airline in customer satisfaction" - Business World

• “Buzziest Brands of 2005” - Ranked amongst the Top Ten buzziest brands of 2005 &
2006 across product categories, in the survey conducted by agencyfaqs.com and Brand
Reporter.

43
 Chapter – 4

Conclusion

&

Recommendations

4.1 Conclusion

44
After doing a study of this project representing on Kingfisher Airlines, I have come to a
conclusion that Kingfisher Airlines is one of the largest and most widespread airlines of
the country providing its services not only in India as well as outside India also. It has
alliance with many other airlines in this sector.

Kingfisher Airlines offers world class services to the customer at a

nominal rate. The national carrier takes immense pride in having successfully played a
pivotal role in making various facets of India popular with the people of the world and
acting as the country’s cultural ambassador. The airline uses the services of one of the
advanced plans been operated in the world.

To sum up I would like to say that Kingfisher Airlines is serving its

customer in an appreciated way and going to be in the list of best services providers in
coming years.

4.2 Recommendations

45
  In this extremely competitive environment suggestions are extreme
importance. Kingfisher Airlines with rich Human Resource should look
forward to such suggestion and reward individual whose suggestion were
actually beneficial for the organization
 Kingfisher Airlines can introduce Late bird / Night bird flights between
metros
 Kingfisher Airlines should schedule more number of flights to and from
station like Delhi, Mumbai, Chennai, Collate, Bangalore as these sectors
account for high payload
 Kingfisher Airlines needs to undertake aggressive Marketing
 Kingfisher Airlines should undertake customers satisfaction survey
 Kingfisher Airlines should make provisions to add up more financial
benefits for its passenger
 New approaches should be identified and rewarded so that it serves as
example for others.

Bibliography
46
  Books & Magazines –

1. Kothari, C.R., “Research Methodology”, Wishwa Prakashan, Delhi,

2004
2. “King of Good Times”, Outlook Business, December 20, 2006

 Websites –

1. www.flykingfisher.com
2. www.theubgroup.com
3. www.kingfisherair.in
4. www.wikipedia.com
5. www.iloveindia.com
6. www.coolavenue.com
7. www.airtravel.about.com
8. www.businesswireindia.com
9. www.thebusinessedition.com
10. www.toyota-f1.com
11. www.findarticles.com
12. www.mapsofindia.com

47
 Annexure

48
49
50