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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 TECHNOLOGY AFFILIATED TO 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:
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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 “
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
Table of contents
• Aviation History
• Air India History
• Air India Destinations
• Air India Cargo
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
• 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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
Questionnaire 2. Customer feedback for
Air India Cargo services
Questionnaire 3. Customer feedback for
Cargo services
• Major Findings
• Conclusions
• Recommendations
• Bibliography
• Annexure
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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 a working aircraft but
also helped advance the science of aeronautical
engineering.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
DESTINATI
ONS
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
NACIL carriers connect 93 destinations (60 domestic and 33 international) in 24
countries as of February,2009.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
AMALGAMATION OF AIR INDIA &
INDIAN AIRLINES:
What actually it is?
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
evidences the contract between the shipper and the
carrier(s) for carriage of goods over routes of the carrier.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
Cargo
Goods carried by airline(s) on behalf of its customer.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
Cargo Terminal
A building or location where cargo is received, stored,
Customs cleared and prepared for delivery and delivered.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
Charter Contract
A special agreement whereby carrier for an agreed
operation places at shipper's disposition the entire
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
NETWORKS OF AIR INDIA CARGO
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
PRICING STRATEGY IN CARGO MANAGEMENT
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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:
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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,
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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;
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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)
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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 91.7
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
5
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 92.60
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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 57.75
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 55.2
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
0
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 65.50
48.65 39.50 36.65 29.20 26.45* 23.65*
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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 95.15
69.85 56.30 51.95 40.05
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
The major competitors of Air India in
cargo sector
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
Comparative study of price list of Air India Cargo with other competitors Cargo Co.
Airlines SlabBOM
MAA
HYD
CCU
BLR
AMD
PNQ
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
SWOT
ANALYSISMAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22
ROHINI DELHI-110086
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:
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
• 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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
• 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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
RESEARCH
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
RESEARCH METHODO-
LOGY
RESEARCH DESIGN:
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
“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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
LIMITATION
S &
DIFICULTIE
S
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
• 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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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,
…………………………………………………………………
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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?
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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?
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
□ 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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
0
1
2
3
4
5
6
low fares reliable better facility punctuality
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
QUESTIONNAIRE
customer feedback for air India cargo
services
Name……………………………
Address……………………………
Contact no…………………….
Ques-1. Are you regular customer of air India cargo?
□ yes □ no □ sometimes □
depends
yes50%
no20%
sometimes25%
depends5%
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
Conclusion: half of the people uses this airline regularly
whereas 25 % said they sometimes use it and 20 % come
to it first time.
Ques-2. From what source you come to know about this
Airlines cargo?
□ Advertisement □ Relatives □ other agents
□ 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?
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
□ yes □ no □ sometimes
□ depends
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
……………………………...........................................................
.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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?
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
□ 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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
Ques-12. Any suggestions for cargo service providers?
Yes,
……………………………………………………………………………
……………………………………………………………………………
………………………….
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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……………………………
Contact no…………………….
Ques-1. Are you regular customer of this airlines cargo?
□ yes □ no □ sometimes □
depends
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
j e t a i r w a y s
y e s8 7 %
n o 0 %
s o m e t i m e s1 3 % d e p e n d s
0 %
y e s
n o
s o m e t i m e s
d e p e n d s
k i n g f i s h e r
y e s8 7 %
n o 0 %
s o m e t i m e s0 %
d e p e n d s1 3 %
y e s
n o
s o m e t i m e s
d e p e n d s
b l u e d a r t
y e s8 0 %
n o 0 %
s o m e t i m e s0 %
d e p e n d s2 0 %
y e s
n o
s o m e t i m e s
d e p e n d s
s p i c e j e t
y e s4 0 %
n o 2 0 %
s o m e t i m e s2 0 %
d e p e n d s2 0 %
y e s
n o
s o m e t i m e s
d e p e n d s
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
Ques-2. From what source you come to know about this
Airlines cargo?
□ Advertisement □ Relatives □ other agents
□ media
j e t A i r w a y s
a d v e r t i s e m e n t s1 3 %
r e l a t i v e s3 8 %
o t h e r a g e n t s4 9 %
m e d i a0 %
a d v e r t i s e m e n t s
r e l a t i v e s
o t h e r a g e n t s
m e d i a
k in g f is h e r
a d ve r t i s e m e n t s0 %
r e la t i ve s7 5 %
o t h e r a g e n t s2 5 %
m e d i a0 %
a d v e r t i s e m e n t s
r e la t i ve s
o t h e r a g e n t s
m e d i a
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
b lu e d a r t
a d v e r t i s e m e n t s0 %
r e l a t i v e s1 0 0 %
o t h e r a g e n t s0 %
m e d i a0 %
a d v e r t i s e m e n t s
r e l a t i v e s
o t h e r a g e n t s
m e d i a
s p ic e je t
a d v e r t i s e m e n t s0 %
r e l a t i ve s6 0 %
o t h e r a g e n t s4 0 %
m e d i a0 %
a d ve r t i s e m e n t s
r e la t i ve s
o t h e r a g e n t s
m e d i a
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
Ques-3. Do you use other Airlines cargo services also ?
□ yes □ no □ sometimes
□ depends
Name of
them………………………………………………………………………
……
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
j e t A i r w a y s
y e s3 7 %
n o 1 3 %
s o m e t i m e s2 5 %
d e p e n d s2 5 %
y e s
n o
s o m e t i m e s
d e p e n d s
k i n g f i s h e r
y e s3 7 %
n o 1 3 %
s o m e t i m e s2 5 %
d e p e n d s2 5 %
y e s
n o
s o m e t i m e s
d e p e n d s
b l u e d a r t
y e s0 %
n o 1 0 0 %
s o m e t i m e s0 %
d e p e n d s0 %
y e s
n o
s o m e t i m e s
d e p e n d s
s p i c e j e t
y e s2 0 %
n o 8 0 %
s o m e t i m e s0 %
d e p e n d s0 %
y e s
n o
s o m e t i m e s
d e p e n d s
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
Ques-4. Do you find this airlines cargo is providing better
services than any other airlines?
□ yes □ no □ don’t know □no
comments
j e t a i r w a y s
y e s6 2 %
n o 0 %
d o n 't k n o w0 %
n o c o m m e n t s3 8 % y e s
n o
d o n ' t k n o w
n o c o m m e n t s
k in g f is h e r
y e s7 4 %
n o 0 %
d o n 't k n o w1 3 %
n o c o m m e n t s1 3 %
y e s
n o
d o n 't k n o w
n o c o m m e n t s
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
b l u e d a r t
y e s6 0 %
n o 2 0 %
d o n ' t k n o w2 0 %
n o c o m m e n t s0 %
y e s
n o
d o n ' t k n o w
n o c o m m e n t s
s p i c e j e t
y e s8 0 %
n o 0 %
d o n ' t k n o w0 %
n o c o m m e n t s2 0 %
y e s
n o
d o n ' t k n o w
n o c o m m e n t s
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
Ques-5. Are you satisfied with the service provided by this
airlines cargo?
□ Yes □ no □ don’t care □no
other option
j e t A i r w a y s
y e s8 7 %
n o 0 %
d o n 't c a r e1 3 % n o o t h e r o p t i o n
0 %
y e s
n o
d o n ' t c a r e
n o o t h e r o p t i o n
k i n g f is h e r
y e s1 0 0 %
n o 0 %
d o n 't c a r e0 %
n o o t h e r o p t i o n0 %
y e s
n o
d o n 't c a r e
n o o t h e r o p t i o n
b l u e d a r t
y e s6 0 %
n o 0 %
d o n 't c a r e4 0 %
n o o t h e r o p t i o n0 %
y e s
n o
d o n ' t c a r e
n o o t h e r o p t i o n
s p i c e j e t
y e s8 0 %
n o 2 0 %
d o n 't c a r e0 %
n o o t h e r o p t i o n0 %
y e s
n o
d o n 't c a r e
n o o t h e r o p t i o n
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
j e t a i r w a y s
y o u o n l y3 8 %
c o r p o r a t e1 3 %
g o v t . d o c u m e n t4 9 %
r e l a t i v e s0 %
y o u o n l y
c o r p o r a t e
g o v t . d o c u m e n t
r e l a t i v e s
k in g f i s h e r
y o u o n l y7 5 %
c o r p o r a t e2 5 %
g o v t . d o c u m e n t0 %
r e l a t i v e s0 %
y o u o n l y
c o r p o r a t e
g o v t . d o c u m e n t
r e l a t i v e s
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
b l u e d a r t
y o u o n l y0 %
c o r p o r a t e1 0 0 %
g o v t . d o c u m e n t0 %
r e l a t i v e s0 %
y o u o n l y
c o r p o r a t e
g o v t . d o c u m e n t
r e l a t i v e s
s p i c e j e t
y o u o n l y2 0 %
c o r p o r a t e4 0 %
g o v t . d o c u m e n t2 0 %
r e l a t i v e s2 0 %
y o u o n l y
c o r p o r a t e
g o v t . d o c u m e n t
r e l a t i v e s
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
Spice jet Airlines: 40% of the customers said that goods
belong to them only whereas 20% was equally depends
among all other options.
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
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
j e t a i r w a y s
d a i l y1 3 %
w e e k l y3 7 %
m o n t h l y2 5 %
n o t s u r e2 5 %
d a i l y
w e e k l y
m o n t h l y
n o t s u r e
k i n g f i s h e r
d a i l y2 5 %
w e e k l y1 3 %
m o n t h l y3 7 %
n o t s u r e2 5 %
d a i l y
w e e k l y
m o n t h l y
n o t s u r e
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
b l u e d a r t
d a i l y0 %
w e e k l y4 0 %
m o n t h l y6 0 %
n o t s u r e0 %
d a i l y
w e e k l y
m o n t h l y
n o t s u r e
s p i c e j e t
d a i l y0 % w e e k l y
2 0 %
m o n t h l y4 0 %
n o t s u r e4 0 %
d a i l y
w e e k l y
m o n t h l y
n o t s u r e
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
Spice jet Airlines: 40% said that they use it monthly
whereas 40% were not sure and 20% use it weekly.
Ques-9. Do you think goods are safely transferred from Air
India cargo?
□ yes □ no □ nothing else to do
□ no other option
j e t a i r w a y s
y e s1 0 0 %
n o t s u r e0 %
n o t h i n g e l s e t o d o0 %
n o o t h e r o p t i o n0 %
y e s
n o t s u r e
n o t h i n g e l s e t o d o
n o o t h e r o p t i o n
k i n g f i s h e r
y e s1 0 0 %
n o t s u r e0 %
n o t h i n g e l s e t o d o0 %
n o o t h e r o p t i o n0 %
y e s
n o t s u r e
n o t h i n g e l s e t o d o
n o o t h e r o p t i o n
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
b l u e d a r t
y e s1 0 0 %
n o t s u r e0 %
n o t h i n g e l s e t o d o0 %
n o o t h e r o p t i o n0 %
y e s
n o t s u r e
n o t h i n g e l s e t o d o
n o o t h e r o p t i o n
s p i c e j e t
y e s1 0 0 %
n o t s u r e0 %
n o t h i n g e l s e t o d o0 %
n o o t h e r o p t i o n0 %
y e s
n o t s u r e
n o t h i n g e l s e t o d o
n o o t h e r o p t i o n
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 ?
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
□yes □ no □ late □
not received yet
Ques-11. Have you received your parcel on time?
□yes □ no □ late □
not received yet
Ques-12. Any suggestions for cargo service providers?
Yes,
……………………………………………………………………………
……………………………………………………………………………
…………………………\
no suggestions.
MAJOR
FINDINGS
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
• 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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
CONCLUSI
ON
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
• 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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
RECOMMEN-
DATIONS
The organization should take the following steps-
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
BIBLIOGRAPHY
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
BOOKS:
C.R. KOTHARI
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
RESEACH METHODOLOGY
MAGAZINES:
AIR INDIA MANUAL
CARGO MANUAL
WEBSITES:
WWW.AIRINDIA.COM
WWW.GOOGLE.COM
http://home.airindia.in
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
ANNEXURE
S
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
QUESTIONNAIRE
Agent feedback for cargo services
Name……………………………
Address…………………………...
Contact no…………………….
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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,
…………………………………………………………………
Ques-3. From what source you come to know about this
Airlines cargo?
□ Advertisement □ Relatives □ other agents
□ media
Ques-4. Do you use other Airlines cargo services also ?
□ yes □ no □ sometimes
□ depends
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
Name of
them………………………………………………………………………
……
Ques-5. Approx hoe much cargo you receive daily?
□ 5qtl-10qtl □ 1tn-2tn □ 2tn-5tn
□ more than 5 tn
Ques-6. If corporate then name of the company?
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?
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
□ yes □ no □ don’t care
□ no other option
Ques-9. Do you think goods are safely transferred from
this Airlines cargo?
□ yes □ no □ nothing else to do
□ no other 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.
Ques-13. Any suggestions for cargo service providers?
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
Yes,
……………………………………………………………………………
………… No suggestions.
QUESTIONNAIRE
customer feedback for air India cargo
services
Name……………………………
Address……………………………
Contact no…………………….
Ques-1. Are you regular customer of air India cargo?
□ yes □ no □ sometimes □
depends
Ques-2. From what source you come to know about this
Airlines cargo?
□ Advertisement □ Relatives □ other agents
□ media
Ques-3. Do you use other Airlines cargo services also?
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
□ yes □ no □ sometimes
□ depends
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………………………………………………………………………
…………
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
co’s address
……………………………...........................................................
.
qty of
goods……………………………………………………………………
…………
type of
goods……………………………………………………………………
……….
Ques-8. How often do you use the cargo services?
□ daily □ weekly □ monthly
□ not sure
Ques-9. Do you think goods are safely transferred from Air
India cargo?
□ yes □ no □ nothing else to do
□ no other option
Ques-10. Have you received your parcel safely?
□yes □ no □ to some extent
□ missing
Ques-11. Have you received your parcel on time?
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
□yes □ no □ late □
not received yet
Ques-12.Any suggestions for cargo service providers?
Yes,
……………………………………………………………………………
……………………………………………………………………………
………………………….
No suggestions.
Thank you for your kind cooperation….
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
QUESTIONNAIRE
Customer’s feedback for cargo services
Name……………………………
Address……………………………
Contact no…………………….
Ques-1. Are you regular customer of this airlines cargo?
□ yes □ no □ sometimes □
depends
Ques-2. From what source you come to know about this
Airlines cargo?
□ Advertisement □ Relatives □ other agents
□ media
Ques-3. Do you use other Airlines cargo services also ?
□ yes □ no □ sometimes
□ depends
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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
Ques-7. If corporate then name of the company?
Co’s
name………………………………………………………………………
…………
co’s address
……………………………...........................................................
.........
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
qty of goods…………………………… type of
goods…………………………
Ques-8. how often do you use the cargo services?
□ daily □ weekly □ monthly
□ not sure
Ques-9. Do you think goods are safely transferred from Air
India cargo?
□ yes □ no □ nothing else to do
□ no other option
Ques-10. Have you received your parcel ?
□yes □ no □ late □
not received yet
Ques-11. Have you received your parcel on time?
□yes □ no □ late □
not received yet
Ques-12Any suggestions for cargo service providers?
Yes,
……………………………………………………………………………
……………………………………………………………………………
…………………………\
no suggestions.
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
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