TOURISM

INDUSTRY

Tourism statistics The tourism industry as a whole is presently

estimated to earn over US$ 3.5 trillion worldwide.

The travel and tourism industry generates about 11% of world GDP and 200 million jobs across the global economy.

TOURISM INDUSTRY IN INDIAIndian Tourism industry is one of the most

important export industries of the country. Although the international tourist inflow is relatively low, India has found tourism emerging as an important sector of its economy.

Recent statistics have revealed that during the first quarter of 2010, the performance of the tourism industry has been very encouraging which has registered an 11% increase in foreign tourist arrivals.

"Cox & Kings" -Amongst the oldest travel brand

Recognised both locally as well as globally

One of India’s largest travel and tour operatorPan-India presence with 255 touch points in 164 locations

A global player, with presence in 20 countries including India spread across all continents

"One Stop Shop" for all travel needsLeisure, Corporate, Forex and Visa processing services

Proven growth track record

COX AND KINGS: OVERVIEW

SOTC: OVERVIEWSOTC has been voted "Best Outbound Tour

Operator" five times in a row by the Galileo Express Travel & Tourism Awards Committee.

PRICE

PROCESS

PEOPLE

PHYSICAL - EVIDENCE

7 P’S OF MARKETING MIX

PRODUCTSERVICES THEY OFFER:Escorted toursCustomized holidaysTrade fairsSOTC sportsCorporate toursSpecial tours – Marathi

tours, Gujarati tours,

Outbound Tourism Business Travel Domestic Holidays Trade Fairs

PRODUCTDestination Management Outbound Tourism Business Travel Incentive & Conference Solutions Domestic Holidays NRI Trade Fairs Foreign Exchange Insurance

PRICE

Cost plusCompetitive pricingPercieved value pricingPsychological pricing

PRICE Package tours for globetrotting

Offbeat destinations like the Amazon Forest, Guatemala, the Great Smoky Mountains, Coron Bay, Puerto Morelos

Cost-effective tour packages with focus on ‘Back to Nature’

PLACEOffices in all major cities of India 347 offices in IndiaOnlineHoliday world outletsSales agentFranchiseesDelievery at home

PLACEsales offices, franchised sales shops, General

Sales Agents (GSAs), and Preferred Sales Agents (PSAs).

14 branch sales offices appointed 94 franchisees across 20 states

covering 70 citiesnetwork of 185 GSAs and PSAs

PEOPLEtravel agents, tour operators, tour guides

Exhaustive training is provided

2900 employees

The spirit of the people working for SOTC is the saving grace

Tour Manager was experienced, co-operative and escorted us wellProfessional & experienced Tour Managers to take care you on tour

People:cox & kingsManagement teams includes experienced

managers in the travel and leisure industry.Witnessed key attrition of key management

personnel.As of march 2010, total of 1400 employees

across he asia pacific region, europe, the middle east and north america.

PROMOTION

print media quarterly newsletter E-Brochure “Let’s Go”discounts

PROMOTION•Promote destination and segment based campaigns by writing articles in tourism magazines, journals and newspapers like Go World, Nat Geo Traveller, etc.

•Publish testimonials of happy customers on Cox & Kings website

•Upload medical, adventure tourism and eco-tourism related videos on YouTube and other video sharing websites

•Flickr and other photo sharing websites to showcase various destinations and testimonials from clients

•Online magazines like TravelTorch.com, Outlooktraveller.com, etc.

PROCESS

Customer Enquiry/ Reachingthecustomer

Explaining the details

Negotiatingthe Terms

Completion ofcustomerformalities anddocumentsubmission

Air, hotelreservationsas per needs

ItineraryArrange-ments

Travel/Journey to destination

Walking the Talk

Itinerary Confirmation

Return Journey

Contingency provisions

Maintaining records and follow up through CRM

PROCESSCustomer contacts

Customer says his

requirement

Gets information

Selects suitable package

Frontline staff

interacts

Checks whether they

have reservation available

Tells various offers and packages

Books reservation

Takes advance payment and gives receipt

Checks in system data

Puts data into system

Advance payment and takes

receipt

PHYSICAL EVIDENCE To our Employees, we provide a challenging, fun-filled and rewarding work environment that keeps them motivated to perform to the peak of their potential.

Ambience/website

Brochures, photos

Pens, files, caps etc.

Facilities like flat beds

Ambience of hotels

PHYSICAL EVIDENCE

recommendationThe service  is appallingly slow and requires

endless follow up from the customer and the service staff is rude- they act like they are doing you a big favour by planning your holiday

Their staff has very low knowledge of the destinations they offer. They are clueless about the visa formalities. They hide information and will tell you the fine prints very late, mostly after you have some payments