aIR iNDIA

Summer Training Project

Report

On

“ The Comparative study of

Customer Relationship with Air

India and other Aviation

companies”

Submitted in the Partial Fulfilment for the

Award of the

Degree of Master in Business Administration

2009-11

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

DEPARTMENTDEPARTMENT OFOF MANAGEMENTMANAGEMENT STUDIESSTUDIES

MAHARAJAMAHARAJA AGARSENAGARSEN INSTITUTEINSTITUTE OFOF TECHNOLOGYTECHNOLOGY AFFILIATEDAFFILIATED TOTO GGSIPUGGSIPU

UNDER THE GUIDANCE OF::-UNDER THE GUIDANCE OF::- SSUBMITTEDUBMITTED BY: BY:

MMRR. A. ASHOKSHOK M MALHOTRAALHOTRA PRAMODPRAMOD KRKR SHARMASHARMA

(F(FACULTYACULTY, M, MARKETINGARKETING) ) MBAMBA((MKTNGMKTNG), 06214803909 ), 06214803909

STUDENT DECLARATION

This is to certify that I have completed the Summer Project titled “The Comparative study of Customer Relationship with Air India and other Aviation companies” in Air India under the guidance of “Mr. K.L Gothwal, Cargo Manager(OPS)” in partial fulfilment of the requirement for the award of Degree of Master of Business Administration at Maharaja Agrasen Institute of Technology, Delhi. This is an original piece of work & I have not submitted it earlier elsewhere.

Date:

Place:

Signature:

(PRAMOD KUMAR SHARMA)


University Enrollment No:-

06214803909

“THE WOODS ARE LOVELY, DARK AND

DEEP

BUT I HAVE PROMISED TO KEEP,

AND MILES TO GO BEFORE I SLEEP”

Progress is a continuous process. It is relative and absolute. We

cannot stop at a certain destination and declare that target has been

achieved and we need not to go further.

In this new era all the countries & their companies are trying their

best to improve economic growth. This trend has created a very complex

and competitive environment in the field of business, trend and win the

race a new system of management is much needed. To fulfil this need a

new field of modern science has developed very fast i.e. Master of

Business Management. In this curriculum there are several phases, which

have to be covered and compelled properly.

Management ideas without an action based on them means

nothing. We can say that practical training is the essential part of


managerial courses. Practical exposure is indispensable to such courses.

Thus, practical knowledge acts as a supplement to the classroom studies.

It offers an exposure to the real work to management in various

organizations.

I was privileged enough to do my training at AIR INDIA

CARGO in marketing division at domestic airport, palam as a summer

trainee.

The experience that I have gathered during this period has certainly

provided me with an orientation which i believe will help me to shoulder

my assignment successfully in the near future. During this period, I have

collected all the pertinent information of “Airlines cargo services to

customers” through primary and secondary data.

On the basis of my training program, it was not possible to cover the

detailed information in such a short period of time. Despite the inherent

shortcomings of the study, a genuine attempt was made on my part so

that the study was carried out in the right perspective.


ACKNOWLEDGEMENT

Gratitude is the hardest of the emotions to express and often one

does not find adequate words to convey that entire one feels.

First of all I would like to thank the almighty for his blessing that

helped me to achieve everything I had wish for till now.

I am thankful to authority of air India cargo for providing me an

opportunity to work with them. Mr. K.L Ghotwal, Cargo Manager (OPS),

Air India boosted up my morale in the completion of my work. The

support provided to me during my project was overwhelming and

environment was conducive to work.

The assistance and cooperation extended by other staff members

helped me to successfully accomplish this project report and its

objectives.

With a deep sense of reverence, I would like to express my whole

hearted thanks and deep gratitude to my parents who have always been

a source of inspiration to me. There everlasting cooperation smiling

affection inspired me to zenith to what I am today.


I am very thankful to my friends who helped me in gathering the

information, My faculty Mr. Ashok Malhotra (Faculty, Marketing) who

had been very candid and helpful.

I express my sincere thanks to all the respondents who filled up

the questionnaire and only because of them; this report has been made

possible. Also I express my deep thanks to all the people who have been

associated with the work directly or indirectly.

“ONE WHO PREACHES THE GOAL WINS

THE GAME “


EXECUTIVE SUMMARY

Air India is the national flag carrier airline of India, flying a worldwide

network of passenger and cargo services, Air India is state-owned, and

administered as part of the National aviation company of India limited-

which was created in 2007 to facilitate Air India’s merger with Indian

airlines. The main bases of operation of the airline are Mumbai’s

Chhatrapati Shivaji International Airport and Delhi’s Indira Gandhi

International Airport.

Air India is the 16th largest airline in Asia, serving 28 destinations

worldwide, and with its affiliated carriers, serves over 100 cities. Air India

has code share agreements with twelve other International airlines in

2010; Air India is expected to join Star Alliance, the world’s largest airline

alliance.

The objective of the project is to do a comparative study of Tariff Rates of

different airlines.

Because the comparison of tariff rates helps to know what the current

airlines rates are and which airlines is better and cheap as far as sending

the cargo to different destinations is concerned.


The project contains A study of Tariff rates of different airlines. If a

customer wants to book his cargo in airlines what he looks for I.e.

services, timings etc. I was also given the task to study that how much

amount of newspapers send by different airlines on daily basis and how

can the maximum can be brought to India airlines.

Data is collected through some recorded files from the organization and

through questionnaire.


Table of contentsAviation History

Air India History

Air India Destinations

Air India Cargo

An introduction

Terms used in Cargo Operations

Types of Cargo

Network and Capacity of Cargo

Pricing Strategies In Cargo Management

Rates Construction

Rates construction in Domestic Cargo

operations


Rates construction in Domestic cum

International Cargo operations

Rates construction in International Cargo

operations

Major Competitors of Air India in Cargo

Sector.

Comparative Study of Pricing Strategies of Air

India Cargo with Other Competitors Cargo

Companies.

SWOT Analysis

Definition

SWOT Analysis for the Air India Cargo

Services

Research Study

Objective of the Study


Research Methodology

Research Design

Types of Research

Sample Unit

Sample Size

Limitations and Difficulties

Data Analysis

Analysis of Data

Types of Data

Sources of Data

Data Collection Instrument

Data Analysis Techniques

Data Analysis Instrument


Questionnaires and its Analysis.

Questionnaire 1. Agent feedback for Air India

Cargo services

Questionnaire 2. Customer feedback for Air

India Cargo services

Questionnaire 3. Customer feedback for

Cargo services

Major Findings

Conclusions

Recommendations

Bibliography

Annexure


Aviation History

Aviation history refers to the history of development of mechanical flight

— from the earliest attempts in kite-powered and gliding flight, to

powered heavier-than-air, supersonic and spaceflights.

The first form of man-made flying objects was kites.


http://en.wikipedia.org/wiki/Kite

http://en.wikipedia.org/wiki/Spaceflight

http://en.wikipedia.org/wiki/Super_sonic_flight

http://en.wikipedia.org/wiki/Heavier-than-air_flight

http://en.wikipedia.org/wiki/Gliding_flight

http://en.wikipedia.org/wiki/Kite

http://en.wikipedia.org/wiki/Flight

The Wright Brothers

Following a step by step method, discovering aerodynamic forces then

controlling the flight, the brothers built and tested a series of kite and

glider designs from 1900 to 1902 before attempting to build a powered

design. The gliders worked, but not as well as the Wrights had expected

based on the experiments and writings of their 19th century

predecessors. Their first glider, launched in 1900, had only about half the

lift they anticipated. Their second glider, built the following year,

performed even more poorly. Rather than giving up, the Wrights

constructed their own wind tunnel and created a number of

sophisticated devices to measure lift and drag on the 200 wing designs

they tested. As a result, the Wrights corrected earlier mistakes in

calculations regarding drag and lift. Their testing and calculating

produced a third glider with a larger aspect ratio and true three-axis

control. They flew it successfully hundreds of times in 1902, and it

performed far better than the previous models. In the end, by

establishing their rigorous system of designing, wind-tunnel testing of

airfoils and flight testing of full-size prototypes, the Wrights not only built


http://en.wikipedia.org/wiki/Aspect_ratio

http://en.wikipedia.org/wiki/Wind_tunnel

http://en.wikipedia.org/wiki/File:First_flight2.jpg

a working aircraft but also helped advance the science of aeronautical

engineering.

National Aviation Company of India Limited

The National Aviation Company of India Limited (NACIL) was established

in 2007 and is owned by the government of India and headquartered in

Mumbai. The Company was created to facilitate the merger of the two

main state-owned airlines in India: Air India, with its subsidiary Air India

express and Indian Airlines, together with its subsidiary Alliance Air.


Whilst the merger and integration process has started, and a few routes

have been rationalized, a lot remains to be done before the various units

start functioning as a cohesive airline.

The current structure is:

National Aviation Company of India Limited

o Air India

Air India express

Air India cargo

o Indian Airlines

Air India regional (formerly Alliance Air)

Upon completion of the merger, there will be one primary airline, Air

India, with two subsidiary carriers providing regional and low-cost, point-

to-point services and a third subsidiary for cargo operations:

Air India

o Air India cargo

o Air India express

Air India regional


DESTINATIONS


NACIL carriers connect 93 destinations (60 domestic and 33 international) in 24

countries as of February,2009.

AMALGAMATION OF AIR INDIA & INDIAN

AIRLINES:


What actually it is?

The Government of India, on 1 March 2007, approved the merger of Air

India and Indian Airlines. Consequent to the above, a new Company viz

National Aviation Company of India Limited (NACIL) was incorporated

under the Companies Act, 1956 on 30 March 2007 with its Registered

Office at Airlines House, 113 Gurudwara Rakabganj Road, New Delhi. The

Certificate to Commence Business was obtained on 14 May 2007.

Presently, the Board of NACIL consists of:

Shri Arvind Jadhav Chairman and Managing Director, NACIL.

Shri E K Bharat Bhushan, Jt Secretary &financial advisor, Ministry of Civil

Aviation

Shri Amod sharma, SBU Head-Related Business

Smt Anita Khuarana SBU Head-Cargo

The Scheme of Amalgamation of Air India Limited and Indian Airlines

Limited with National Aviation Company of India Limited was approved

by the Board of Directors of all the three Companies.

Thereafter, the Meetings of Secured and Unsecured Creditors of Air

India and Indian Airlines were held in New Delhi on 28 June 2007, in

which the Scheme of Amalgamation was approved by the Creditors. The

final hearing of the merger petition was held on 31 July 2007 wherein the

last date for submissions of objections was fixed on 8 August 2007 and


the Order of the Ministry of Corporate Affairs is awaited.

The Authorized and Paid-Up Share Capital of the merged entity will be

Rs.1500, 05, 00,000/- and Rs.145, 00, 00,000/-, respectively.

It has been decided that post merger, the new entity will be known as

“Air India” while “Maharaja” will be retained as its mascot. The logo of

the new airline will be a red colored flying swan with the “Konark Chakra”

in orange placed inside it. The flying swan has been morphed from Air

India’s characteristic logo “The Centaur” whereas the “Konark Chakra”

was reminiscent of Indian’s logo. The Corporate Office of NACIL will be at

Mumbai.

The Government has approved the appointment of Shri V Thulasidas and

Dr V Trivedi as Chairman & Managing Director and Joint Managing

Director, respectively, of the merged entity, with effect from the date of

merger.

This amalgamation results to:

Transfer of assets : as per the section 391-394 all the assets of both

the companies are managed by the NATIONAL AVIATION COMPANY OF

INDIA LIMITED. It includes all intangible assets, land, buildings etc.

As well as all the: Subsidiary companies Of Indian Airlines i.e.,

o Airlines Allied Services Ltd.

o Vayoodoot Limited


o IAL Airports Services Limited

& Subsidiary Companies of Air India i.e.

o Air India Engineering Services Limited

o Air India Air Transport Services Limited

o Hotel Corporation Of India Limited

o Air India Charters Limited

Shall become the subsidiaries of the NATIONAL AVIATION COMPANY OF

INDIA LIMITED.

The brand name, as depicted in the logo, shall be Air India , although for

administrative purposes, NACIL(A) and NACIL(I) shall be used.

Formally called the two companies INDIAN AIRLINES LTD. and AIR INDIA

LTD. Has now been named as NACIL . It is the conversation of name of

the company as NACIL after the amalgamation of the two government

owned units i.e. INDIAN AIRLINES and AIR INDIA.

Introduction


Air India Cargo

Apart from ferrying thousands of

passengers every day, Indian Airlines

also transports tonnes of cargo.

Indian Airlines Cargo plays an

important role in the Indian Airlines

set up. The various cargo activities

include - Courier schemes, Express cargo, IA-GATI Door-to-Door service

and IA - Planet Express in all major cities in the country.

From day-old chicks to micro-chips, Indian Airlines Cargo (IA Cargo) has

prided itself in its ability to transport just about anything across the

length and breadth of the country for the past 50 years. Due to its

excellent service record, IA Cargo is today the only Indian Cargo agency

that holds the enviable ISO 9001 Quality Certification.

At Indian Airlines we make sure your cargo get the care it deserves and

reaches its destination on time - safe and sound. For Shippers, business

growth lies in sending consignments to India's interiors, not just the

metros.

Services


A member of IATA, Indian Airlines carries all types of cargo including

dangerous goods (hazardous materials) and live animals, provided such

shipments are tendered according to IATA Dangerous Goods Regulations

and IATA Live Animals Regulations.

At the warehouse in Mumbai, Indian Airlines has developed a system of

inventory management for cargo handling of import/export functions.

This takes care of the management of cargo, supports Electronic Data

Interchange (EDI) messages with Indian Customs and replaces to a great

extent paper correspondence between Customs, Airlines, and the

custodians. This also replaces manual handling and binning of cargo at

the warehouse in Mumbai by Indian Airlines.

Expansion

Indian Airlines is converting eight of its Airbus A310-300 into freighters in

Dresden, Germany, at a cost of $7 million each. The first two are now

operating for Air India Cargo with five scheduled weekly flights from

Frankfurt, two services are routed via Dammam, to a total of 14

destinations.

The merger of Indian Airlines and its domestic subsidiary Alliance Air led

to the acquisition of one Boeing 737-200C cargo aircraft from Alliance's


fleet, plus 10 passenger Boeing 737-200s. Three of these were phased

out of service, while five have been converted to freighters in the United

States. One of these also operated for Indian Airlines Cargo division for a

brief period. All six aircraft are now flying Air India Cargo domestic

routes, while the remaining two 737-200s might be converted as well.

In November 2007, Air India partnered with GATI, a leader and pioneer in

express distribution and supply chain solutions for a dedicated freighter

Service.

Apart from ferrying thousands of passengers every day, Indian Airlines

also transports tonnes of cargo.

Indian Airlines Cargo plays an important role in the Indian Airlines set up.

The various cargo activities include - Courier schemes, Express cargo, IA-

GATI Door-to-Door service and IA - Planet Express in all major cities in the

country.

From day-old chicks to micro-chips, Indian Airlines Cargo (IA Cargo) has

prided itself in its ability to transport just about anything across the

length and breadth of the country for the past 50 years. Due to its

excellent service record, IA Cargo is today the only Indian Cargo agency

that holds the enviable ISO 9001 Quality Certification.

At Indian Airlines we make sure your cargo get the care it deserves and

reaches its destination on time - safe and sound. For Shippers, business

growth lies in sending consignments to India's interiors, not just the

metros.


Some jargons used in Air Cargo Industry

Airway Bill (AWB)

The cargo equivalent of a passenger ticket which means the document

made out by or on behalf of the shipper. It evidences the contract

between the shipper and the carrier(s) for carriage of goods over routes

of the carrier.



Cargo

Goods carried by airline(s) on behalf of its customer.


Cargo Terminal

A building or location where cargo is received, stored, Customs cleared

and prepared for delivery and delivered.

Charter Contract

A special agreement whereby carrier for an agreed operation places at

shipper's disposition the entire capacity of an aircraft.


Charterer

A person who has signed a charter contract with carrier.

Consignee

A person whose name appears on the AWB as the party to whom the

goods are to be delivered.

Consignor (Shipper)

A person whose name appears on the AWB as the party contracting with

the carrier(s) for carriage of goods.

Consignment (Shipment)

One or more pieces of cargo accepted by the carrier from a single

shipper, destined for one specific address moving on one AWB to one

consignee.

Cut-off time

The latest time cargo will be accepted for a specific flight prior to its

departure.

Destination

The ultimate stopping place according to the contract of carriage.

Embargo

Refusal by carrier for a limited period to accept goods for transportation.

IATA

International Air Transport Association - an Association that establishes

international rules and standards for participating air carriers.


IATA member

Indicates an airline being member of the International Air Transport

Association.

Interline Agreement

A contract between two or more carriers to expedite exchange of traffic

between the parties to the agreement.

Minimum Connecting Time Perishables

Time sensitive items needing specialised handling.

Unit Load Device (ULD)

Pallet or rigid container used to hold cargo.


Operations in Cargo

Today, Air India's modern fleet of Boeing and Airbus aircraft carries just

about everything. From emeralds to elephants, pins to pigments, shrimps

to super computers.

That's why when you think of trading with India, or from India, Air India is

your logical choice. An option which lakhs of corporates and international

enterprises have made. We have the infrastructure and the network to

ensure smooth transportation and delivery of cargo, worldwide.

Air India's cargo operations give you a capacity advantage, combined

with a 13-city network in India alone. So you can arrange for hassle-free

and direct Customs clearance both for your Export and Import cargo. In

India, we fly to Mumbai, Delhi, Chennai, Thiruvananthapuram,

Hyderabad, Bangalore, Kolkata, Ahmedabad, Goa, Kochi, Kozhikode and

Lucknow.

Internationally, Air India has tied up with various foreign airlines and

trucking companies. This enables us to carry your cargo between Helsinki

to Sydney.... or between any two points on the globe that you can think

of.


To support our Cargo operations, we have a highly skilled and

experienced team of professionals backed by our Training Division of

international repute to constantly upgrade skills of our personnel.

At our warehouse in Mumbai, we have developed an indigenous system

of inventory management for cargo handling of import/export functions.

This takes care of the entire management of cargo, supports Electronic

Data Interface (EDI) messages with Indian

Customs and replaces to a great extent existing paper correspondence

between Customs, Airlines, and the custodians. This also replaces manual

handling and binning of cargo at the warehouse in Mumbai by Air India in

our role as custodian and helps to identify large number of pieces for one

Air Waybill with different weights and commodities binned in separate

locations, track and identify arrival of part shipments under the same Air

Waybills on different flights and maintain information on House Goods

for a consol Air Waybill at the House Bill level.


CARGO TYPES

Air India's Cargo operation flies everything; to just about anywhere.

An active member of IATA, Air India carries all types of cargo including

dangerous goods (hazardous materials) and live animals, provided such

shipments are tendered according to IATA Dangerous Goods Regulations

and IATA Live Animals Regulations respectively.

Personal Effects:

Air India entered the Guinness Book of Records for evacuating the largest

number of civilians during the Gulf war in 1990. With them, logically

came their bag and baggage in the form of unaccompanied baggage in

the belly of our aircraft.

Foodstuff:

To book unaccompanied baggage, please contact any of our

offices. For facilitating you in Customs clearance for your unaccompanied

baggage at Indian airports, you or your representative should approach

Indian Customs at the airport through our office with the following:

a) Copy of Airway bill

b) Passenger's passport

c) Baggage Declaration Form (BDF), duly completed


Sentimental Shipments:

We understand how traumatic it is to lose a dear one. That's why we

make sure the mortal remains of the deceased are always carried with

utmost care and concern.

Besides passport of the deceased, the following documents are required

for carriage of sentimental cargo :

Death Certificate from a competent medical authority, Embalming and

Packaging Certificate, Certificate issued by the Ambassador or his

representative (Nationality of the deceased) with the deceased's full

name, age at the time of death, place of death and photocopy of

passport details.

Photocopy of cancelled passport.

It is necessary that the above documents are made in English, otherwise

the same should be translated in English.


Postal Mail:

Air India is undoubtedly the major carrier of postal mail out of India. We

have also successfully bagged postal contracts from various Foreign

Postal Administrations for uplift of Postal mail from their countries.

Odd-Sized Cargo:

we handle valuables and livestock, we also possess expertise in logistics

to carry heavy and odd-sized.

Dangerous Goods:

India being an industrial and nuclear power, we regularly carry

Dangerous Goods such as flammable, corrosive, poisonous and

radioactive substances. Our Cargo staff is qualified under Dangerous

Goods Regulations, to handle such consignments.


Valuables:

In order to ensure security of your valuables, we have provided a

container with a security locker, on flight. In fact, the entire operation of

loading and unloading is carried out under the vigilant eyes of our

Security personnel.

India's largest foreign exchange earner is gems and jewellery, for which

Air India gets its due share. White and yellow metals are our frequent

flyers and a woman's best friend, diamonds, are our regular companions.

Our carriage of valuables is not only restricted to gems and jewellery but

also transportation of exquisite museum artifacts and paintings.

Among other valuables, we once had the privilege of carrying exquisite

paintings, the Padshahnama from Queen Elizabeth's Windsor Castle

collections, dating back to the 17th

Century Mughal period.

But we never forget that your life is more precious than all the riches of

the world. And, at all times, we adhere to the strictest security for

transportation of cargo on our flights. Either we ensure that the cargo is

retained in our warehouse for 24 hours before loading on the flight, or

the cargo is physically checked or x-rayed.


Livestock:

Over the years, we have acquired considerable expertise in carriage of

livestock such as elephants, tigers, leopards, horses, cattle and pets.

Recently Air India transported two plane loads of high breed horses from

Europe to India.

Tips for Unaccompanied Baggage:

To book unaccompanied baggage, please contact any of our offices. For

facilitating you in Customs clearance for your unaccompanied baggage at

Indian airports, you or your representative should approach Indian

Customs at the airport through our office with the following:

A) Copy of Airway bill

B) Passenger's passport

C) Baggage Declaration Form (BDF), duly completed


Mishandled Baggage:

Any loss or damage to baggage must be reported immediately on arrival.

All mishandled baggage is traced through the worldwide computerized

tracer system.

Passengers can check the status of their missing bag on this site

Couriers:

Courier traffic is a rapidly growing market. Air India has been in the

courier business transporting small packages and documents between

destinations for years. As we now allow drop-off facility en-route, the on-

board courier can carry courier loads to more than one destination,

considerably saving on cost and time.


Network and cargo capacity

The Indian Airline Cargo covers 63 destinations in India and 17

destinations abroad. If your cargo flies Indian Airlines, it can reach the

remotest places in India and select destinations in the Middle East and

Southeast Asia.

Indian Airlines has the largest cargo capacity amongst the domestic

carriers. And a network capacity of 1,000 tonnes per day to take care of

your big and bulky cargo.

· Covers 63 destinations in India

· 17 destinations abroad.

· Seven wide-bodied Airbus A-300s

· 36 Fly-by-wire Airbus A 320s

· 11 Boeing 737s

· Three Donniers

With its mixed fleet, IA has a distinct edge over other competitors in the

Indian domestic market. A 300 aircraft is a cargo-friendly aircraft and is

capable of carrying big and odd size cargo in unitized mode with pallets

and containers besides carrying cars. In general, Indian Airlines airlifts

wide variety of commodities, which include perishables (such as vaccines,

fruits, vegetables, flowers etc.) livestock, valuable cargo and general

cargo commodities meant for exports like readymade garments, machine

parts and mail etc.


Our range of products and services include movement of domestic cargo

with flexi pricing policy, express cargo, door-to-door services and on-

board courier services besides carriage of international cargo within the

country as well as to other destinations such as the Gulf countries,

Bangkok, Singapore and Kuala lumpur.


NETWORKS OF AIR INDIA CARGO


PRICING STRATEGY IN CARGO MANAGEMENT

Rates Construction-

Domestic,

Domestic-cum-International

International.

Rates – Domestic

1) Surcharges

Surcharges whenever applicable will be levied in additional to rates

depending on demand/capacity and will not be commissionate.

2) Minimum Charges

i. Where the weight or volume charge for a consignment is lower

than the minimum charge, the minimum charge shall apply. The

charge take precedence over any lower charge that would

result from the applicable weight or volume charge provided in

any other rule, unless specifically indicated in that rule.

ii. Any valuation charge shall not be included with the weight or

volume charge.

iii. The minimum charge for any consignment shall be Rs. 50/- or

the charge for one kilogram of under 45 kgs rate whichever is

higher.


3) General Cargo Rates

The rate established for cargo in general also known as “General Cargo

Rate”:

Basic freight rate is generally expressed as the normal under 45 kgs rate.

Quantity discount rates based on specified quantities of consignment on

specified sectors / routes and are generally offered for weight breaks of

45 kgs and above.

4) Specific Commodity Rates

The rates applicable for carriage of “Specific commodities between

specifically designated points to promote the growth of “Specified

Commodities”

5) Class Rate

A rate applicable to a specifically designated class of goods. This is

generally expressed as a percentage of the normal rate and takes

precedence over general cargo rates. On Air India domestic services , the

following rates are applicable:


a) Live Animals

Its means all domesticated and undomesticated animals including

mammals, birds, reptiles, fish, insects etc. live animals shall be carried at

200% of the applicable basic (under 45 kgs) rates subject to a minimum

charge of Rs. 100/-

Exceptions:

i. Consignments of “day old chicks” shall be accepted at basic

freight (fewer than 45 kgs) rates.

ii. Consignment of live fish, fish seeds shall be accepted at the

applicable general cargo rate.

iii. Live beneficial insects, mice, monkeys when carried carried for

experimental purposed shall be accepted at basic ( under 45

kgs) rates.

b) Valuable cargo- domestic

For consignments with a declared value of Rs. 8000/- or more per gross

kg. And of gold bullion, Dore bullion, gold specie, and gold only in the

form of

Grain, sheet, foil, powder, sponge, wire, rod, gold jewellery, platinum

metals. The rate is 200% of the basic rate per kg (under 45 kg) on weight

or volume basis, plus a valuation charge of 0.50 % of the shipper’s

declared value for carriage which is in excess of Rs. 450/- per kg subject

to a minimum charge of Rs 100/-.


c) Newspapers, Magazines, Periodicals, Books, Catalogues, Braille

type equipment :

Consignments of the above articles weighing 5 kgs or more shall be

entitled to:

i. A discount of 25% shall apply on basic freight rate on all items

listed above except Newspapers/ magazines and periodicals. A

discount of 30% on basic freight rate on Newspapers and

magazines and 40% discount on basic freight rate on

magazines/ periodicals subject to minimum weight of 500 kgs.

ii. A discount of 50% on basic freight where the transportation is

in- conjunction with international transportation.

iii. Minimum charge on such consignment where applicable shall

apply.

iv. No cartage charge shall apply on such consignment.

d) Human Remains

It shall be charged at a discount of 50% under 45 kgs. rate on weight or

volume basis whichever is higher.


Services And Related Charges – Domestic

Published freight rates for carriage of goods are applicable airport to

airport basis i.e. from originating airport to destination airport. Such

published freight rates do not include the following services and charges:

a) Statistical Charges

A statistical charge of Rs. 60/- shall be levied when IC or its agent issue or

complete the AWB for domestic transportation.

The charge when made must be entered on the air way bill and may be

collected from the consignee.

b) Air Waybill Fee

Air Waybill Fee of Rs. 75/- is applicable on domestic , non retainable by

agents.

c) Cartage Charge

A minimum charge of Rs. 25/- on consignments weighing upto and

including 5 kgs shall be charged whether the shipment is carried in Air

India transport in one direction, i.e. city to airport or airport to city or in

both directions i.e. city/airport/city.

For consignment weighing over 5kgs an extra charge of Rs. 1/- per kg or

part thereof shall be charged in case cargo in carried on Air India

transport city to city i.e. at both ends.

There shall be no cartage charges on shipments booked on airport to

airport basis.


No cartage charge shall be levied on shipments of newspapers,

periodicals, books and magazines.

Cartage charge shall be levied on gross weight.

d) Demurrage Charges:

i. If freight is not collected with in four days from the date of

arrival of the goods , a demurrage charge Rs.1.50 per kg or part

thereof per day shall be levied from the 5th day upto and

including the 14th day.

ii. If freight is not collected even on the 15th day after arrival a

charge of Rs 3.00 per kg or part thereof per day shall be levied

from the 5th day itself.

iii. A minimum demurrage charge of Rs. 100/- shall be leviable on

every consignment from the 5th day onwards.

iv. Demurrage charges shall be levied on the actual weight or

volumetric weight whichever is higher.

e) Charges Collect Fee;

A shipment may be accepted on charges collect basis provided the total

freight and valuation charges. If any , are Rs. 250/- or more and does not

contain:

a. Perishables

b. Live Stock

c. Newspapers


d. Human Remains

e. Unaccompanied baggage / personal effects

f. Where the resale value of the goods would be less than the

total amount to be collected.

RATE CONSTRUCTION – DOMESTIC

When a through per kilogram domestic rate is not published, a through

per kilogram rate may be constructed by addition of applicable sectors

per kilogram rate, giving benefit of the lowest combination.

i. Minimum weight and charges

A higher charge shall not be applied for a lower weight consignment than

the minimum charge for a similar consignment in the large weight or size

category.

ii. Amendment of an executed AWB( Domestic)

Any amendment or addition to the information entered on the AWB

(Domestic) subsequent to the initial issue must be made on all the

remaining copies of the AWB (Domestic)

All such request must be in writing and no verbal instructions shall be

taken and must be retained by the office of origin for at least 2 years.


Amendment fee of Rs. 100/-plus taxes @ 10.3% to be levied for every

change in the name and address of consignee on a domestic

consignment Note.

RATES DOMESTIC- CUM- INERNATIONAL AND INTERNATIONAL

1) Minimum Charge

Where the weight or volume charge for a consignment is lower than the

minimum charge, the minimum charge shall apply. The minimum charge

takes precedence over any lower charge that would result from the

applicable weight or volume charge, unless otherwise specifically

indicated.

Minimum charge is based on normal rate and shall never be less than the

applicable normal rate times the chargeable weight of such consignment.

Valuation charge shall not be included with the weight or volume charge.

2) Specific Commodity Rate:

Specific commodity rates are usually lower than general cargo rates and

are published for specified destination point. They are subject to

minimum weight stipulations which are published along with the rates.


3) Class Rates :

Commodity classification rates, known as class rates apply to a few

commodities within or between certain areas. They are usually stated in

terms of a percentage increase or reduction of the general cargo rates.

i. Valuable Cargo – International

Shipments containing one or more of the following articles:

a) Any article having a declared value for carriage of US$ 1000 or

more , per gross kilogram except in the united kingdom GBP

450.00 or more per gross kg.

b) Legal bank notes, securities, shares and share coupons, traveller’s

cheques, stamps and ready to use bank cards and /or credit cards.

c) Diamonds, rubies, emeralds, sapphires, opals and real pearls.

d) Jewellery consisting of any of the articles under ( c ) above.

4) Human Remains

For human remains in coffins the rate will be the normal GCR

For human remains in urns( ashes) the rate will be the applicable GCR.


RATE LIST OF CARGO AS OF 5 TH JULY 2010

REVISED CARGO RATES EX-DELHI UPDATED.5th JULY 2010

SNO. SECTOR M N-RAT

E

X-45 Q-45 Q-100

Q-250 Q-500 Q-1000

1 AGARTALA 500 83.65

2 AGATTI 500 113.85

3 AGRA 500 34.40

4 AHMEDABAD

500 54.90

39.70 32.15 29.80 23.95* 21.70* 19.45*

5 AIZWAL 500 91.75

6 ALLAHABAD

500 58.15

42.10 34.10 31.60

7 AMRITSAR 500 46.10

33.10 26.90* 25.00*

20.45*

8 AURANGABAD

500 64.75

47.05 38.05 35.25 27.90

9 BAGDOGRA

500 69.10

50.35 40.70 37.65 29.65

10 BANGALORE

500 87.30

65.00 52.60 48.65 37.90 34.05* 26.35*

11 BHAVNAGAR

500 82.20

12 BHOPAL 500 50.90

36.70 29.75 27.60 22.35

13 BHUBANESHWAR

500 77.00

56.25 45.40 41.95 32.80

14 BHUJ 500 92.6


0

15 CHANDIGARH

500 39.10

27.85 22.70 21.15 17.65

16 CHENNAI 500 87.80

65.35 52.90 48.90 38.10 34.25* 30.35*

17 COIMBATORE

500 102.30

75.25 60.60 55.90 42.90

18 DEHRADUN 500 46.20

19 DHARAMSALA

500 55.20

20 DIBRUGARH

500 96.00

70.50 56.80 52.40 40.40

21 DIMAPUR 500 94.55

69.40 55.95 51.60 39.80

22 GOA 500 81.75

59.80 48.25 44.60 34.70

23 GUWAHTI 500 76.80

56.10 45.30 41.85 32.70

24 GWALIOR 500 38.40

25 HYDERABAD

500 73.80

54.85 44.50 41.20 32.50 29.35* 26.15*

26 IMPHAL 500 89.00

66.50*

54.60* 50.80*

40.60*

27 INDORE 500 55.55

40.15 32.55 30.15 24.20

28 JABALPUR 500 70.65

29 JAIPUR 500 37.05

26.30 21.45 20.00 16.80

30 JAISALMER 500 57.7


5

31 JAMMU 500 48.40

34.80 28.25 26.25 21.35

32 JAMNAGAR 500 89.65

65.75 53.00 48.95 37.85

33 JODHPUR 500 48.05

34.55 28.05 26.05 21.20

34 JORHAT 500 94.55

69.40 55.95 51.60 39.80

35 KANPUR 500 52.40

37.05 30.65 28.45

36 KHAJURAHO

500 53.35

38.50 31.25 28.95 23.35

37 KOCHI 500 107.55

79.15 63.75 58.75 45.00

38 KOLKOTTA 500 67.55

50.15 40.75 37.75 30.00 27.15* 21.40*

39 KOZHIKODE

500 103.60

76.20 61.40 56.60 43.45

40 KULLU 500 55.20

41 LEH 500 65.00

47.80 38.70 35.90*

29.15*

42 LUCKNOW 500 44.20

31.65 25.75 23.95 19.70 16.70

43 LUDHIANA 500 57.20

40.15 29.70

44 MADURAI 500 109.20

80.40 64.75 59.70 45.70

45 MANGALORE

500 95.40

70.05 56.45 52.10 40.15

46 MUMBAI 500 65.5 48.65 39.50 36.65 29.20 26.45* 23.65*


0

47 NAGPUR 500 59.60

45.20 45.00 42.40 35.85*

48 PATHANKOT

500 62.20

43.90 32.45

49 PATNA 500 57.75

41.80 33.85 31.40 25.10

50 PORTBLAIR

500 121.45

89.60 72.10 66.40 50.60

51 PUNE 500 74.85

54.65 44.15 40.80 31.95

52 PUTTAPARTHY

500 99.45

53 RAIPUR 500 71.30

54.00 52.00 48.85 40.50*

54 RAJKOT 500 85.30

55 RANCHI 500 70.70

51.80 42.05 38.95 30.90*

56 SHIMLA 500 47.60

57 SILCHAR 500 89.35

65.50 52.85 48.75 37.75

58 SRINAGAR 500 49.75

35.80 29.05 16.50 15.50

59 SURAT 500 86.85

63.65 51.35 47.40 36.75

60 TEZPUR 500 91.05

66.80 53.85 49.70 38.40

61 TIRUCHIRAPALLI

500 105.40

77.55 62.45 57.60 44.15

62 TIRUPATI 500 95.1 69.85 56.30 51.95 40.05


5

63 TRIVANDRUM

500 113.65

83.75 67.40 62.15 47.45

64 UDAIPUR 500 48.05

34.55 28.05 26.05 21.20

65 VADODRA 500 60.40

43.80 35.45 32.85 26.15

66 VARANASI 500 53.35

38.50 31.25 28.95 23.35

67 VISHAKAPATNAM

500 87.10

63.85 51.50 47.55 36.85


The major competitors of Air India in cargo sector

Comparat Slab BO MA HY CC BL AM PN


ive study of price list of Air India Cargo with other competitors Cargo Co.

Airlines M A D U R D Q

100 36.65 48.9 41.2 37.75 48.65 29.8 40.8

250 29.2 38.1 32.5 30 37.9 23.95 31.95

500 26.45 34.25 29.35 27.15 34.05 21.7 NA 1000 23.65 30.35 26.15 21.4 26.35 19.45 NA

AIR INDIA FAK 22 26.45 22.95 21.4 26.35 18 25

MINIMUM

FRT 500 500 500 500 500 500 500 FS 3 3 3 3 3 3 3

AWB

CHARGE 200 200 200 200 200 200 200

100 30 30 22 35 39 23 24

MINIMUM

FRT 500 500 500 500 500 500 500 FS 7 7 7 7 7 7 7

JET AIRWAYS

AWB CHARGE 200 200 200 200 200 200 200


100 29.7 30.5 29.8 45.8 34.9 23.7 34.1 250 NA NA NA NA NA NA NA

MINIMUM

FRT 300 300 300 300 300 300 300 FS 5 5 5 5 5 5 5

KINGFISHER

AWB CHARGE 200 200 200 200 200 200 200

100 26 39 27 27 36 28 28 250 NA 31 NA NA 31 NA NA 500 NA 29 NA NA 29 NA NA

MINIMUM

FRT 300 300 300 300 300 300 300

INDIGO FS 5 5 5 5 5 5 5

AWB

CHARGE 200 200 200 200 200 200 200

100 28 29 33 20 27 19 19 250 NA NA NA NA NA NA NA 500 NA NA NA NA NA NA NA

SPICE JETMINIMUM

FRT 300 300 300 300 300 300 300 FS 5 5 5 5 5 5 5

AWB

CHARGE 200 200 200 200 200 200 200


100 35 NF NF NF 27 NF NF 250 30 NF NF NF 25 NF NF 500 NA NF NF NF NA NF NF

MINIMUM

FRT 300 300 300 300 300 300 300

GO AIR FS 5 5 5 5 5 5 5

AWB

CHARGE 200 200 200 200 200 200 200


SWOT

ANALYSIS


What is SWOT analysis?

SWOT is an acronym for strengths, weakness, opportunities and threats.

Here these are briefly described as follows:

Strengths:

It is the capability of an organization, which is used to gain strategic

advantage over its competitors.

Weakness:


Weakness is an inherent limitation or constraint of the organization,

which creates strategic disadvantage to it.

Opportunity:

An opportunity is a favorable condition in the organization’s

environment, which enables it to strengthen its position.

Threats:

A threat is an unfavorable condition in the organization’s environment,

which causes a risk for damage organization’s position.

SWOT ANALYSIS for the Air India cargo services

Strengths

Largest cargo service provider.

24x7 customer services.

Group focus on cargo.

Strong international associates.

Fastest service provider.


Continuous coverage over the country.

Better customer service through CRM system.

Weaknesses

The wrong entry can create a big problem, and thus creates a bad

image of the company in the customer’s mind.

Some of the parcels are not properly packed; therefore there is a loss

in the quantity of the parcel sent.

Some of the customers send perishable items from the cargo and due

to the delay in the collection of the cargo they become rotten and stink.

If the collection of the cargo is delayed then due to the limitation of

space it causes problem of storage.

Cold storage is their but no deep freezing system is there therefore it

creates problem for the goods which needs to be stored in deep freezer.

Opportunities:

There are huge opportunities of increasing the market share and

cargo services in the market.

Lot of untapped potential customer segment services.

Offering of low cost plans to the agents can increase the graph of the

customers.

Threats:


There is a very tough competition with kingfisher Airlines.

RESEARCH


Objective of the study

This is the principle as well as the ancillary objective of the study, which is

as follows:


Main or principle objective of the study

The main objective of the study is to create awareness among the

customers and the agents about the new schemes and safety transferred

by the air India cargo.

Ancillary objective of the study

Some Ancillary objectives of the study are as follows:

To analyze the level of customer satisfaction.

To find out the problems regarding services that the customers are

facing.

Research and analysis of the current customer base i.e. the market

share of the airlines cargo service providers.

Response of the customers regarding cargo services.

Reasons of the churning of the customers of air India cargo as well as the

other operators.


RESEARCH METHODO-

LOGY

RESEARCH DESIGN:


“A research design is the specification of methods and procedures

for acquiring the information needed. It is the overall operational pattern

or framework of the project that stipulates what information is to be

collected, from which sources and by what procedures”.

Features of the research design:

It is the plan that specifies the sources and types of information

relevant to the research problem.

It is a strategy specifying which approach will be used for gathering

and analyzing the data.

It also includes the time and cost budgets since most studies are done

under these two constraints.

Type of research

This is the descriptive research as this research includes surveys and fact

findings. So descriptive research helps in knowing about the particular

item or group of items. In other words it describes the state, as it exists

at present.

Sample unit


Sampling unit may be geographical one such as state ,district etc. the

specified zone for study was different airlines cargo places , mehram

nagar, and mahipal pur where agents of cargo airlines works.

Sample size

This refers to the number of the items to be selected from the universe

to constitute a sample. The size of sample should neither be excessively

large nor too small. It should be optimum. The size of the sample was 120


LIMITATION

S &

DIFICULTIE

S


LIMITATIONS AND DIFICULTIES ENCOUNTERED

Nothing in this universe is free from limitations and the present project is

not an exception to it.

To conduct such an extensive customer survey in a very short span of

time was really a Herculean attempt, as some of the respondents didn’t

cooperate with us.

Customers didn’t give proper information regarding them.

Some of the customers were not aware that why they are using its

services.


Some of the respondents didn’t cooperate us as they were in too

much hurry.

Due to the limitation of the time we don’t have large variety of

customers.

DATA

ANALYSIS


ANALYSIS OF DATA

The term analysis refers to the computation of certain data. The data

after collection has to be processed and analyzed. At last the completed

questionnaires were checked and edited to correct the errors. Then the

computation for the estimates is performed.

Types of data

There are generally two types of data.


Primary data

Primary data may be classified as those data that have been observed

and recovered by the researchers for the first time to their knowledge.

the primary data is original in character.

Secondary data

Secondary data may be classified as those data that have been already

collected by someone else and which have already been passed through

the statistical process.

Sources of data

This research includes primary as well as secondary data.

Primary data

Primary data is classified directly from the respondent through

questionnaire.

Secondary data

Secondary data is collected through questionnaire. First of all the

questionnaire is framed according to the requirements of the research

and then it was filled by the different respondents.

Data collection instrument

The questionnaire was prepared in such a way that it covers all the

essential features and the objectives. But at the same time the length of

the questionnaire was kept short.


Questionnaire includes dichotomous questions, open ended questions

and multiple choice questions. Dichotomous questions are in the form of

‘yes’ or ‘no’

Data analysis techniques

Analysis of data is done through quantitative method i.e. numerical

figure.

Data analysis instrument

Various instruments are used for data analysis such as tabulation of data

i.e. an orderly arrangement of data, pie- charts, bar graphs etc.

QUESTIONNAIRE

Agent feedback for cargo services

Name…………………………… Address…………………………...

Contact no…………………….


Ques-1. Are you a using cargo services provided by different airlines

regularly?

□ yes □ no □ sometimes □

depends

Conclusion: Agents are the regular business persons so they use the

airlines cargo regularly.

Ques-2. Which airline cargo services you like use the most ?

□ Jetairways □ spicejet □ kingfisher □

indigo

□ goAir □ air India

If any other mention,…………………………………………………………………

jetairw ays39%

spicejet0%kingfisher

33%

indigo11%

air india17%


Conclusion: This graph shows that both jet airways and kingfisher airlines

have maximum market share for airlines cargo.

Ques-3. From what source you come to know about this Airlines cargo?

□ Advertisement □ Relatives □ other agents □

media

Conclusion: As all the agents are in the business from the past 10-15

years so they already know about the airlines.

Ques-4. Do you use other Airlines cargo services also ?

□ yes □ no □ sometimes □ depends

Name of them……………………………………………………………………………

Conclusion: All the agents generally use multiple airlines cargo according

to their suitability and convenience.

Ques-5. Approx hoe much cargo you receive daily?

□ 5qtl-10qtl □ 1tn-2tn □ 2tn-5tn □ more

than 5 tn


5qtl-10qtl28%

1tn-2tn29%

2tn-5tn14%

more than 5 tn29%

5qtl-10qtl

1tn-2tn

2tn-5tn

more than 5 tn

Conclusion: Most of the agents said that they get more than 1 ton of

cargo daily and some of them even get more than 5 tons of cargo. This

shows that there is large quantity of cargo which goes by airlines cargo.

Ques-6. If corporate then name of the company?

Co’s name………………………………………………………………………………

co’s address…………………………………..............................................................

Qty of goods…………………………… type of goods………………………………

Conclusion: The companies mainly using airlines cargo services are:

1) Nokia 5) Eicher motors

2) Samsung 6) Trackon

3) Hero Honda 7) Maruti udyog ltd.

4) Dominos 8) Escorts JCB


Ques-7. From how many days you are using cargo services?

□ 0-3 months □ 3-9 months □ 9-24 months □ more

than 2 yrs

Conclusion: Most of them are in the business from the last 10-15 years

Ques-8. Are you satisfied with the services provided by airlines that you

are using?

□ yes □ no □ don’t care □ no other

option

0

1

2

3

4

5

6

7

8

yes no don't care no other option

Conclusion: Mostly all of them are satisfied by the services provided by

airlines cargo.

Ques-9. Do you think goods are safely transferred from this Airlines

cargo?


□ yes □ no □ nothing else to do □ no o

0

1

2

3

4

5

6

7

8

yes no nothing else to do no other option

Conclusion: They are also satisfied because goods are safely transferred from

their chosen airlines.

Ques-10. Why are you using this cargo services?

□ low fares □ reliable □ better facility □

punctuality

Conclusion: Most of the agents said that they use their preferred airlines

due to better services and very few of them said they send their cargo

from those airlines which give cheaper rates to them. It means that

people are more conscious about the services not the fares.

Conclusion: Because of better facility they are using this airlines.


Ques-11. How do you attract your customers?

□ advertising □ individual visit □ through sub agents □ any other

medium

0

0.5

1

1.5

2

2.5

3

3.5

4

advertising individual visit through sub agents any other medium

Conclusion: Most of them have their own marketing team which goes to

the market to increase their business.

Ques-12. What you do to sustain your regular customers?

□ give lucrative schemes.

□ door to door service to consignee and consigner.

□ provide just in time services.


□ assured return in case of damage.

Conclusion: all the agents give only door to door service to their

customers. It means there is a lot of scope to attract the customers from

the market.

Ques-13. Any suggestions for cargo service providers?

Yes,……………………………………………………………………………………… No

suggestions.

Conclusion: 1)flights to small areas should be there.

2) facility of warehousing in kingfisher airlines is demanded.

QUESTIONNAIRE

customer feedback for air India cargo services

Name…………………………… Address……………………………



Ques-1. Are you regular customer of air India cargo?


yes50%

no20%

sometimes25%

depends5%

Conclusion: half of the people uses this airline regularly whereas 25 %

said they sometimes use it and 20 % come to it first time.



media


30%

30%

30%

10%

advertisements

relatives

other agents

media

Conclusion: They are aware about air India cargo just because of their

relatives and other agents. Advertising and media is not playing any

crucial role in creating awareness about the air India cargo.

Ques-3. Do you use other Airlines cargo services also?



30%

45%

25%0%

yes

no

sometimes

depends

Name of them……………………………………………………………………………

Conclusion: As we can see 45% of people said that they generally don’t

prefer other airlines than air India where as 30 % of the people are also

there who said that they use other air lines also.

Ques-4. Do you find air India cargo is providing better services than any

other airlines?

□ yes □ no □ don’t know □no

comments


65%5%

20%

10%

yes

no

don't know

no comments

Conclusion: 65% of the customers said that they are satisfied by the

services provided by the air India cargo

Ques-5. Are you satisfied with the service provided by the air India

cargo?

□ yes □ no □ don’t care □no other

option

80%

10%5% 5%

yes

no

don't know

no other option


Conclusion: A big quantity i.e. 80% of customers is satisfied by the

working of air India cargo.

Ques-6. The goods you booked belonged to:-

□ You only □ corporate □ govt. document □relative

20%

50%

25%

5%

you only

corporate

govt. document

relative

Conclusion: half of the individual customers who come to air India cargo

belong to corporate.

Ques-7. If corporate then name of the company ?

Co’s name…………………………………………………………………………………

co’s address ……………………………............................................................

qty of goods………………………………………………………………………………

type of goods…………………………………………………………………………….


Ques-8. How often do you use the cargo services?

□ daily □ weekly □ monthly □ not sure

15%

50%

25%

10%

daily

weekly

monthly

not sure

Conclusion: 50% said that they use cargo services weekly where as 25%

said monthly and only 15 % said daily.

Ques-9. Do you think goods are safely transferred from Air India cargo?

□ yes □ no □ nothing else to do □ no other

option


85%

15% 0%0%

yes

no

nothing else to do

no other option

Conclusion: most of the people are satisfied whereas 15 of the people are not.

Ques-10. Have you received your parcel safely?

□yes □ no □ to some extent □ missing

90%

10% 0%0%

yes

no

to some extent

missing

Conclusion: almost all the people have received their parcel safely.


Ques-11. Have you received your parcel on time?

□yes □ no □ late □ not received yet

90%

10% 0%0%

yes

no

late

not received yet

Conclusion: almost all the people have received their parcel on time.


Yes,

…………………………………………………………………………………………………………………

………………………………………………………………….

No suggestions.

Conclusion:1) flights to small areas should be there.

2) A.C. at the booking counter must be there.

3) Provision of water should be there.

Thank you for your kind cooperation….


QUESTIONNAIRE

Customer’s feedback for cargo services

Name…………………………… Address……………………………


Ques-1. Are you regular customer of this airlines cargo?


jet airways

yes87%

no 0%

sometimes13% depends

0%

yes

no

sometimes

depends

kingfisher

yes87%

no 0%

sometimes0%

depends13%

yes

no

sometimes

depends


blue dart

yes80%

no 0%

sometimes0%

depends20%

yes

no

sometimes

depends

spice jet

yes40%

no 20%

sometimes20%

depends20%

yes

no

sometimes

depends

Conclusion:

Jet Airways: 87% of the people said that they are using airlines cargo

services regularly.

Kingfisher Airlines: As the research was done in kingfisher’s cargo

therefore most of the customers were regular customer of kingfisher

cargo. Whereas 13% said that it depends on condition.

Blue dart Airlines: 80% of the person said that they are the regular

customer of blue dart whereas 20% said that it depends according to

condition.

Spice jet Airlines: The customer of this airline gives the most mixed

responses.


As we can see that only 40% said that they use it regularly. Otherwise

there was no clear answer



media

jet Airways

advertisements13%

relatives38%

other agents49%

media0%

advertisements

relatives

other agents

media

kingfisher

advertisements0%

relatives75%

other agents25%

media0%

advertisements

relatives

other agents

media

blue dart

advertisements0%

relatives100%

other agents0%

media0%

advertisements

relatives

other agents

media

spice jet

advertisements0%

relatives60%

other agents40%

media0%

advertisements

relatives

other agents

media


Conclusion:

Jet airways: 49% of the customers said that they come to know about

this airline from other agents whereas 39 % of them said that they know

it from their relatives.

Kingfisher Airlines: Most of them said that they come to know about

kingfisher airlines cargo because of the advertisements they do for the

passengers. Therefore it is creating an impact on the customer’s mind

that kingfisher is providing better services for cargo also than other

airlines.

Spice jet airlines: 60% said that they come to know about spicejet from

their relatives whereas 40% said it from other agents.

Blue dart airlines: All the people said that they come to know about blue

dart from other agents.



Name of them……………………………………………………………………………


jet Airways

yes37%

no 13%

sometimes25%

depends25%

yes

no

sometimes

depends

kingfisher

yes37%

no 13%

sometimes25%

depends25%

yes

no

sometimes

depends

blue dart

yes0%

no 100%

sometimes0%

depends0%

yes

no

sometimes

depends

spicejet

yes20%

no 80%

sometimes0%

depends0%

yes

no

sometimes

depends


Conclusion:

Jet airways: Customers had given mixed response to this question as we

can see 37% said that they regularly use whereas 25% said that they use

kingfisher airlines sometimes and it depends on the condition also.

Kingfisher Airlines: Customers had given mixed response to this question

as we can see 37% said that they regularly use whereas 25% said that

they use kingfisher airlines sometimes and it depends on the condition

also.

Blue dart Airlines: 60% said that they use other airlines cargo services

but 40% also said that they use blue dart only.

Spicejet Airlines: 80% said that they use spicejet airlines only.


Ques-4. Do you find this airlines cargo is providing better services than

any other airlines?

□ yes □ no □ don’t know □no comments

jet airways

yes62%

no 0%

don't know0%

no comments38% yes

no

don't know

no comments

kingfisher

yes74%

no 0%

don't know13%

no comments13%

yes

no

don't know

no comments

blue dart

yes60%

no 20%

don't know20%

no comments0%

yes

no

don't know

no comments

spicejet

yes80%

no 0%

don't know0%

no comments20%

yes

no

don't know

no comments


Conclusion:

Jet airways: 62% of the customers said that they were satisfied but 38%

give no comment on its services.

Kingfisher Airlines: 74% of the customers are satisfied by the services

provided by this airline whereas 13% said that no to it and 13% give no

comments on it.

Blue dart Airlines: 60% said that it is providing better services but 20%

said no to it and 20% said that they don’t know.

Spice jet Airlines: 80% of them are satisfied. Whereas 20% give no

comments to it.

Ques-5. Are you satisfied with the service provided by this airlines cargo?

□ Yes □ no □ don’t care □no other option

jet Airways

yes87%

no 0%

don't care13% no other option

0%

yes

no

don't care

no other option

kingfisher

yes100%

no 0%

don't care0%

no other option0%

yes

no

don't care

no other option


blue dart

yes60%

no 0%

don't care40%

no other option0%

yes

no

don't care

no other option

spice jet

yes80%

no 20%

don't care0%

no other option0%

yes

no

don't care

no other option

Conclusion:

Jet airways: 87% said that they are satisfied which is quite a good ratio.

King fisher Airlines: people are fully satisfied by the services of kingfisher

airlines.

Blue dart Airlines: 60% said that they are happy but 40% said that they

don’t care about all such things.

Spice jet Airlines: 80% of the customers said that they are satisfied with

this airline but 20% are not.

Ques-6. The goods you booked belonged to :-

□ you only □ corporate □ govt. document

□relative


jet airways

you only38%

corporate13%

govt. document49%

relatives0%

you only

corporate

govt. document

relatives

kingfisher

you only75%

corporate25%

govt. document0%

relatives0%

you only

corporate

govt. document

relatives

blue dart

you only0%

corporate100%

govt. document0%

relatives0%

you only

corporate

govt. document

relatives

spice jet

you only20%

corporate40%

govt. document20%

relatives20%

you only

corporate

govt. document

relatives


Conclusion:

Jet airways: Only 49% said that the goods they have bought to book

belong to any of the corporate whereas 38% said that goods belong to

them only.

King fisher Airlines: Only 25% said that the goods they have bought to

book belongs to any of the corporate whereas 75% said that goods

belongs to them only.

Blue dart Airlines: Blue dart deals with corporate only.

Spice jet Airlines: 40% of the customers said that goods belong to them

only whereas 20% was equally depends among all other options.


Co’s name…………………………………………………………………………………

co’s address

……………………………....................................................................

qty of goods…………………………… type of goods…………………………




jet airways

daily13%

weekly37%

monthly25%

not sure25%

daily

weekly

monthly

not sure

kingfisher

daily25%

weekly13%

monthly37%

not sure25%

daily

weekly

monthly

not sure

blue dart

daily0%

weekly40%

monthly60%

not sure0%

daily

weekly

monthly

not sure

spice jet

daily0% weekly

20%

monthly40%

not sure40%

daily

weekly

monthly

not sure


Conclusion:

Jet airways: 37% said that they send the goods weekly whereas 25% said

that were not sure. And 13% said that they use the cargo service daily.

King fisher Airlines: 37% said that they send the goods monthly whereas

25% said that were not sure. And 25% said that they use the cargo

service daily.

Blue dart Airlines: 60% said that they use the cargo monthly whereas

40% of them said that they use it weekly.

Spice jet Airlines: 40% said that they use it monthly whereas 40% were

not sure and 20% use it weekly.



option


jet airways

yes100%

not sure0%

nothing else to do0%

no other option0%

yes

not sure

nothing else to do

no other option

kingfisher

yes100%

not sure0%


no other option0%

yes

not sure

nothing else to do

no other option

blue dart

yes100%

not sure0%


no other option0%

yes

not sure

nothing else to do

no other option

spice jet

yes100%

not sure0%


no other option0%

yes

not sure

nothing else to do

no other option


Conclusion:

Jet airways: All the customers said that they are satisfied with this

airlines cargo.

King fisher Airlines: All customers said that they are satisfied with this

airlines cargo.

Blue dart Airlines: All the customers said that they are satisfied with this

airlines cargo.

Spice jet Airlines: All the customers said that they are satisfied with this

airlines cargo.

Ques-10. Have you received your parcel ?





Yes,

…………………………………………………………………………………………………………………

…………………………………………………………………\

no suggestions.


MAJOR

FINDINGS


MAJOR FINDINGS OF THE STUDY ARE AS FOLLOWS-

Market share of kingfisher was more as most of the agents using

airlines cargo services said that kingfisher is their first preference.

Most of the customers were satisfied with the services of air India

cargo.

Many customers who were using the services of other airlines

were interested in knowing, if any lucrative scheme is offered by

air India cargo.

According to some customers, people have illusion in their mind

that air India being a government organization cannot fulfill the

expectations of the customers in terms of services.

According to some customers, they are taking a lot of time in

booking and delivery counter as compared to other airlines cargo.

Provision of water and air condition is not their as other airlines

have.

Volatile customers are more and more as they switch from one

cargo service provider to the other due to cut- throat competition.


CONCLUSI

ON


After the final analysis of the data following conclusions were drawn:

During the project, by the analysis it was found that most of the

customers use kingfisher airlines cargo services.


Kingfisher airlines does the advertising of its airlines on large scale so

it also creates an impression in the mind of the people that the cargo

services provided by it will also be better than the others.

Due to cut-throat competition volatile customers switch easily from

one cargo service provider to the other.

Cost and services are the main factor due to which the customers and

agents switches to other service provider as the market is too sensitive.


RECOMMEN-

DATIONS


The organization should take the following steps-

It will not only improve the satisfaction level of the customers but also

will provide the substantial growth of the company.

There must be uniformity in the information provided to the customer

by the customer care executive to avoid communication gap.

Air India sites must be promoted.

Air India should do advertising on big scale in TV, Radio, newspapers

and internet.

It will not only increase the quantity of passengers for the airlines but

also increase the market share in the field of cargo.

The employees in the customer care services must be cooperative in

nature and capable of answering the queries of the customers precisely.

Customer must be provided with the booklet of the facilities and the

services of the cargo.

Information must not be hidden from the customers.

Network to the small areas should be improved.

Due to price sensitive market minimum price should be charged from

the customers.

Regular customers of airlines cargo and the agents providing more

business to the cargo must be given or awarded with gifts etc.


BIBLIOGRAPHY


BOOKS:

C.R. KOTHARI

RESEACH METHODOLOGY

MAGAZINES:

AIR INDIA MANUAL

CARGO MANUAL

WEBSITES:

WWW.AIRINDIA.COM

WWW.GOOGLE.COM

http://home.airindia.in


http://home.airindia.in/

http://WWW.AIRINDIA.COM/

ANNEXURE

S


QUESTIONNAIRE

Agent feedback for cargo services

Name…………………………… Address…………………………...


Ques-2. Are you a using cargo services provided by different airlines

regularly?

□ yes □ no □ sometimes □

depends

Ques-2. Which airline cargo services you like use the most ?

□ Jetairways □ spicejet □ kingfisher □

indigo

□ goAir □ air India

If any other mention,…………………………………………………………………



media




Name of them……………………………………………………………………………

Ques-5. Approx hoe much cargo you receive daily?

□ 5qtl-10qtl □ 1tn-2tn □ 2tn-5tn □ more

than 5 tn


Co’s name………………………………………………………………………………

co’s address…………………………………..............................................................

Qty of goods…………………………… type of goods………………………………

Ques-7. From how many days you are using cargo services?

□ 0-3 months □ 3-9 months □ 9-24 months □ more

than 2 yrs

Ques-8. Are you satisfied with the services provided by airlines that you

are using?

□ yes □ no □ don’t care □ no other

option


Ques-9. Do you think goods are safely transferred from this Airlines

cargo?


option

Ques-10. Why are you using this cargo services?

□ low fares □ reliable □ better facility □

punctuality

Ques-11. How do you attract your customers?

□ advertising □ individual visit □ through sub agents □ any other

medium

Ques-12. what you do to sustain your regular customers?

□ give lucrative schemes.

□ door to door service to consignee and consigner.

□ provide just in time services.

□ assured return in case of damage.


Yes,……………………………………………………………………………………… No

suggestions.


QUESTIONNAIRE

customer feedback for air India cargo services

Name…………………………… Address……………………………


Ques-1. Are you regular customer of air India cargo?




media

Ques-3. Do you use other Airlines cargo services also?


Name of them……………………………………………………………………………

Ques-4. Do you find air India cargo is providing better services than any

other airlines?

□ yes □ no □ don’t know □no

comments


Ques-5. Are you satisfied with the service provided by the air India

cargo?

□ yes □ no □ don’t care □no other

option

Ques-6. the goods you booked belonged to:-

□ You only □ corporate □ govt. document □relative

Ques-7. If corporate then name of the company ?

Co’s name…………………………………………………………………………………

co’s address ……………………………............................................................

qty of goods………………………………………………………………………………

type of goods…………………………………………………………………………….





option

Ques-10. Have you received your parcel safely?

□yes □ no □ to some extent □ missing




Ques-12.Any suggestions for cargo service providers?

Yes,

…………………………………………………………………………………………………………………

………………………………………………………………….

No suggestions.

Thank you for your kind cooperation….


QUESTIONNAIRE

Customer’s feedback for cargo services

Name…………………………… Address……………………………


Ques-1. Are you regular customer of this airlines cargo?




media



Name of them……………………………………………………………………………

Ques-4. Do you find this airlines cargo is providing better services than

any other airlines?


□ yes □ no □ don’t know □no comments

Ques-5. Are you satisfied with the service provided by this airlines cargo?

□ Yes □ no □ don’t care □no other option

Ques-6. the goods you booked belonged to :-

□ you only □ corporate □ govt. document

□relative


Co’s name…………………………………………………………………………………

co’s address

……………………………....................................................................

qty of goods…………………………… type of goods…………………………

Ques-8. how often do you use the cargo services?




option

Ques-10. Have you received your parcel ?





Ques-12Any suggestions for cargo service providers?

Yes,

…………………………………………………………………………………………………………………

…………………………………………………………………\

no suggestions.


Documents

aIR iNDIA