A SUMMER TRAINING REPORT

ON

INBOUND SERVICES OF COX & KING IN INDIA

B

Cox & king Page 1

SUBMITTED BY

RITESH PANDEY

MBA 3rd SEM

SUBMITTED TO

MISS. SHIVA SINGH

HOD

RAJ SMS

CERTIFICATE

This is to certify that Mr. RITESH PANDEY student of RAJ SCHOOL OF MANAGEMENT AND

SCIENCES has completed her Project report on “INBOUND SERVICES OF COX & KING IN INDIA” in the year 2014-2015 in 1ST YEAR Of MBA. He has successfully completed the project

under my constant guidance and support.

Signature of Project Guide:

External Mentor:

Mr. PRADEEP KUMAR MISHRA

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DECLARATION

We, here by, declare that this mentorship project report on INBOUND SERVICES OF COX &

KING IN INDIA has been written and prepared by me during the academic year 2014-16. This

project was done under the external Mentor Mr . PRADEEP KUMAR MISHRA cox & king (pvt

ltd). In partial fulfilment of the requirement for the MBA course of RAJ SCHOOL OF

MANAGEMENT AND SCIENCES.

RITESH PANDEY

MBA 2ND YEAR

ROLL NO- 1474770034

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ACKNOWLEDGEMENT

As I am finishing my training, I take this as an ample opportunity to express my heart full thanks and sincere regards to each and every person associated with the completion of this project.

I would like to thank Mr. PRADEEP KUMAR MISHRA for allowing me to work o this highly challenging project and guiding me throughout the tenure of the project. In spite of his busy schedule, Mr. PRADEEP KUMAR MISHRA always managed to have a regular interaction with me throughout the project. Timely guidance and feedback coupled with words of appreciation always helped me keep going and gaining maximum learning from the project.

I express my indebtedness to Miss Shiva Singh methwani for their skilful guidance, suggestion, content inspiration, and encouragement and in the initial execution of my experiments which make work smooth and so many things. I am very much thankful for giving me an opportunity to work under guidance.

My faculty guide Miss Shiva Singh (HOD)had been very helpful for the successful completion of the project by guiding me throughout the entire phase. I would like to extend my gratitude to her for rendering all the support I needed throughout my project.

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Table of contents

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INTRODUCTION

Business Overview

We are one of the oldest and most reputed travel organizations in India offering

total travel solutions to our customers. We operate as a ONE STOP SHOP for all

travel related products. We offer the following services:

• Excursions and Leisure Travel (Overseas Holidays, Domestic Holidays, Air,

Land and Cruise Bookings)

• Destination Management

• Incentive and conference Solutions

• Value added NRI services

• Trade fairs

• Car/Coach/Railway bookings

• Foreign Exchange

• Business travel (Air Tickets domestic and International)

• Private Air charter

• Hotel Bookings (Domestic and International)

• Visas/Passport/Medical insurance assistance

We operate in eight countries either directly or through our subsidiaries/branch

network and also have representative offices

in additional 5 countries. Our registered office is situated at Mumbai, India and

other branch offices in India are located at New Delhi, Andheri,

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Chennai, Nagpur, Bangalore, Kolkata, Ahmadabad, Kochi, Hyderabad, Pune, Goa

and Jaipur giving us a pan India presence. We intend to further expand our set up

by adding more branches and shops as well as franchise outlets to serve

more customers and add to our existing base of valued customers.

We also have two international branch offices at Moscow and New York and have

operating subsidiaries in UK, Japan, UAE and Singapore. Cox & Kings (Japan)

Limited has branches in Maldives and New Caledonia. We also have

representative offices in Spain, South Africa, Australia, Sweden and Germany. Our

global reach and passion for travel uniquely position us to offer multiple travel

choices and value for our products. Our Business is divided into three main

verticals of Leisure, Corporate Travel and Forex. Within Leisure we have three

segments of Inbound travel, Outbound travel and Domestic travel.

Our Inbound segment focuses on providing destination management services that

cover all aspects of the ground tour arrangement for tour operators across the world

for the tourist visiting the Indian sub-continent. Our Outbound and Domestic

segment includes package holidays in India and overseas. We also provide services

related to conference organizing, meetings, exhibitions, trade fairs for the corporate

traveller. We serve our customers through our products viz. MICE (Meetings,

Incentives, Conferences, Events), FITs (Free Individual Traveller), Groups and

Trade Fairs. Our Corporate travel verticals aims at making business trips more

convenient and cost effective with our enhanced customer service aimed at faster

service delivery and more personalized attention. We were one of the first travel

companies to be granted a license as an Authorized Dealer - category II under the

new licensing regime on October 19, 2006. Cox and Kings (India) Limited

(formerly called Eastern Carrying Company Ltd) was incorporated in India in the

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year 1939. The name of the Company was initially changed to Cox & Kings

(India) Ltd. on February 23, 1950 and thereafter upon the

introduction of the Companies Act, 1956, the name of the Company was changed

to Cox & Kings (India) Pvt. Ltd. The 25 Company ultimately converted into a

public company pursuant to the special resolution to this effect dated 29th January,

2007 and the name has now changed to Cox and Kings (India) limited. The name

‘Cox & Kings’ is synonymous with travel business. The evolution of the name of

our company as a brand can be traced in history dating back to 1758, i.e. an history

of 250 years when Lord Ligonier, Colonel of the Foot Guards, appointed Richard

Cox, as his regimental agent for handling the affairs, pay and sundry obligations of

the officers stationed overseas. By 1878 Cox & Co. became agent and banker to

the entire Household Brigade, most of the cavalry and infantry regiments, the

Royal Artillery, and the Royal Wagon Train, which later become the Royal Army

Service Corps.

In October 1922, the business of Henry S. King & Co., a small bank with Indian

interests was absorbed in the business of Cox and thus the name of Cox & Kings

came into existence. In 1923 the banking business of Cox & King’s was taken over

by Lloyds Bank Limited. In the year 1970 Cox and Kings entered the Grindlays

Group pursuant to the acquisition of Cox & Kings (Holdings) Ltd by National

Grindlays Bank Ltd. and increased its focus on the business of travel and tourism

In the year 1980, Grindlays divested its non-banking activities because of

Governmental regulations. This business interest in the travel business was

bought by Mr. ABM Good and John Norman Romney Barber from Grindlays by

acquiring Cox & Kings (Holdings) Ltd. Cox and Kings under its present ownership

continued to operate as specialized Tour operators. It also branched out into

special interest holidays for artists, botanists and natural historians.

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In the year 1980, Reserve Bank of India vide its letter dated May 14, 1980

permitted Cox and Kings (Agents) Limited, a company incorporated in the United

Kingdom to transfer the business operations of its branch offices in Bombay &

New Delhi, to Cox and Kings (India) Limited. Cox and Kings (Agents) Limited

continued with the business of its head office in London. In consideration of the

transfer of the business, Cox and Kings (India) Limited issued its shares to Cox

and Kings (Agents) Limited. As a condition of Indianisation imposed by Reserve

Bank of India, Cox and Kings (India) Limited issued and allotted 60% of the

shares to Resident Indians and Staff Gratuity Trust Fund. Ajay Ajit Peter Kerkar

and Urrshila Kerkar bought shares of Cox and Kings (India) Limited from the

existing shareholders of the Company for the first time on May 09, 1981 and

thereafter in a series of rights issue by the Company in March 1990, August 1996,

November, 1998 and June 2005 consolidated their holding through allotment of

additional shares/subscription to renunciation in these rights issue including

purchases from the existing shareholder during the said period. Liz Investment

Private Limited acquired the shares in Cox and Kings (India) Limited from the

existing shareholders for the first time on September 21, 1988 and similarly

consolidated its holding in the rights issue by the Company in March 1990, August

1996, November, 1998 and June 2005. Upon conclusion of the rights issue in June

2005 Peter Kerkar, Urrshila Kerkar, Liz Investment Private Limited and Mr. A B

M Good were collectively holding 3,842,450 shares representing 70.63% of the

outstanding capital of the Company.

In March 2006, we acquired 100% of the share capital of Clearmine Limited, a

company incorporated in the UK. ETN Services Limited is the wholly owned

subsidiary of Clearmine Limited and it carries out destination management

services for our tours to Europe and also inbound tours in Europe for other tour

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operators. It does not offer it’s own tours. In September 2007, we acquired 100%

of the share capital of Cox & Kings Limited, UK and 41.17% of the share capital

of Cox & Kings (Japan) Limited. Cox & Kings Travel Limited, UK a wholly

owned subsidiary of Cox & Kings Limited UK is an outbound specialist tour

operator and caters to leisure travel market of Europe. Cox & Kings Limited UK

holds 100% of Cox & Kings Travel Limited. Cox & Kings Travel Limited holds

the balance 58.83% of Cox & Kings (Japan) Limited. Cox & Kings (Japan)

Limited is a dedicated wholesaler of products and services to other tour operators.

It also offers ground handling capabilities in select geographies.

We are in the process of signing a Memorandum of Understanding with Indian

Railways Catering and Tourism Corporation Ltd. (IRCTC) for running a Luxury

Tourist Train in joint Venture with IRCTC. IRCTC has received an in-principle

approval from the Railway Board dated 29/11/2007 for running the Luxury Tourist

Train in joint venture with us to manage the onboard/Off board services,

marketing, booking, pricing etc. The in-principle approval of the Railway Board

sets out the broad principle and the specific details are being worked out.

Group Structure of Cox and Kings (India) Limited

We hope to add more customers each year and better our service standards by

providing customers with a wide choice of products and flexibility to meet their

changing needs. For the year ended March 31, 2007, 2006 and 2005 our total

income was Rs. 994.19 million, Rs. 657.53 million and Rs. 455.18 million. Our

restated profit after tax for the same period was Rs. 210.52 million, Rs. 173.45

million and Rs. 92.29 million respectively.

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Our Competitive Strengths

Trusted and Respected Brand

We believe that our brand is well recognized and respected in the World Tours and

Travel Industry. The brand of Cox & Kings has evolved over a period of 250 years.

We believe our business requires people to believe in our capability to provide

quality services and products that will lead to an overall satisfied experience even

before they have approached us for business or have given us the opportunity to

serve them earlier. It is here that we believe our brand which we have built over the

years, plays an important role in getting people to trust in our ability to serve them

well. We believe that our biggest asset is the trust and the comfort that our clients

have in us. It is also reflected in the repeat business we get from them. Various

awards have been conferred upon us over the years and this is testimony to the

acknowledgement of our services in the Travel Industry. For details on the awards

won by us kindly refer to the section titled “Business – Past Awards and

Recognition” on page 111 of this Draft Red Herring Prospectus.

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* DORMANT SUBSIDARIES

• Cox & Kings (Shipping) Limited

• Cox & Kings Holdings Limited

• Cox & Kings Enterprises Limited

• C & K Investments Limited.

• Cox & Kings Special Interest Holidays Limited

• Grand Tours Limited

• Cox & Kings Tours Limited

• Cox & Kings Investment Limited

• Cox & Kings (Agents) Limited

• Cox & Kings Finance Limited

• Cox & Kings Finance (Mauritius) Ltd.

Strong Management

We are lead by an experienced management group that has worked and has been

associated with the travel industry for many years and has the required skill,

expertise and vision to continue to expand our business in new markets. Our

management team includes Mr. Peter Kerkar, Group CEO who has been with the

company for more than 20 years. Mr.Peter Kerkar has an in-depth understanding of

the travel industry. He was the founder, director of the World Tourism Council for

the India sub continent. Ms. Urrshila Kerkar is our Head of Operations in India

who has been with the company since more than 15 years. Under their direction

and guidance the Company has grown at a CAGR of 36.18 over the past four

years. Mr. Arup Sen, Director - Operations, has extensive experience in travel

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industry and the same has been applied to the benefit of the operations of our

Company.

Product Spectrum

We believe in offering complete travel solutions. Our wide choice of product

offerings caters to all the travel needs of the Indian and International traveller. We

believe that our products have been fairly successful in the market. We

continuously innovate our product offering with the flexibility to meet the

changing needs of our customers and to better address their needs. This also helps

us to differentiate our products vis – a – vis the products offered by our

competitors. We believe that our success in branding our products has created

more awareness among travellers and has also helped a traveller in distinguishing

and identifying our branded products like “Duniya Dekho”, “Bharat Deko”,

“Flexihols”.

Geographical Presence

We operate in eight countries either directly or through our branches and

subsidiary companies and including our representative offices, have presence in

thirteen countries across the globe. In India, we have branch offices at New Delhi,

Chennai, Nagpur, Bangalore, Kolkata, Ahmedabad, Kochi, Hyderabad, Pune, Goa

and Jaipur. Further we have an exhaustive network of General Sales Agent (GSA) /

Preferred Sales Agent (PSA) all over India. GSA are those agents who sell only

our products i.e. we have an exclusive tie – up with them, whereas PSA are those

agents who sell travel products of other tour operators as well as ours.

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Our representatives who have in depth knowledge of the local market they operate

in and we periodically update them in regards to the services and the kind of

arrangements and products we have to offer to our customers. Our branches and

sales network coupled with their domain knowledge has assisted us in successfully

improving our market share in tourism business. This strong network of agents and

representatives gives us access to important geographies and markets and help us

set our feet firmly in the offline travel industry. Besides we have a strong network

of dedicated ground operators functioning in different countries that offer better

options to customers as per convenience and budget to maximize their travel

experience. Also, as a member of RADIUS Inc, a global travel company, we are

connected with a network of over 4,640 travel companies around the world and

service clients originating through them within India.

Skilled & Quality Staff

We attach great importance to our well knit motivated team of committed people.

They provide the customer interface and are always aligned to the customers’

requirements which reflects our standards of service quality. We have built a team

of experienced, skilled and efficient personnel having in depth knowledge of the

business and unspoken passion to promote our products. They are important

components in contributing to the productivity of our business. We utilize a

competitive compensation structure for our managerial personnel and staff, and we

believe this structure helps us attract and retain our managerial personnel. We have

dedicated and experienced management teams for the execution of special

assignments, as well as for human resources, operations, quality management, and

our international business. We also have regular training programs for our staff and

management personnel. For more information on our managerial personnel see the

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section on “Our Management” beginning on page 139 of this Draft Red Herring

Prospectus.

Technology

We deploy highest standards of information technology platforms. We have

developed and implemented a comprehensive central reservation engine for all our

travel related products. Our web enabled centralized dynamic packaging system

enables individual, corporate and agents world wide to include all products and

services which they want on a real time basis. Our booking engine, built on high

performance technology, is quick in delivering real time business information.

Our sophisticated CRM (Customer Relationship Management System) is designed

to analyze customer needs for better servicing and ensure repeat business for us. It

generates reports identifying areas of opportunity and thereby helps us in

customizing to improve the efficiency of our products. We have a 24 X 7 dedicated

call center manned by well informed and efficient executives to address to

customer requirements including complaints if any.

Our Business Strategy

Acquisitions

We are looking a inorganic growth and may consider consolidating our market

share through acquisition if targets provide strong strategic fit at a reasonable price.

Our strategy will be to focus on up-market long haul tour operators whose product

offerings include the Indian subcontinent and complement our existing worldwide

product portfolio. This will enable us to consolidate our sourcing needs, giving us

better buying power and yield cost savings. This will fit into our strategy of

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offering both outbound and inbound services to our clients in each of the

destinations that we operate in. Our growth strategy involves gaining new clients

and expanding our service offerings, both organically and through strategic

acquisitions of companies, which have expertise in the domain in which they

operate and which also have a good client base. This would increase the pace of

our growth, thereby enabling us to secure a higher volume of business.

Better Reach

We are focused on maintaining and upgrading the infrastructure of our existing

shops and also setting up new shops in new geographic areas. These shops will be

powered by high-end technology and equipped with trained staff having an in

Depth knowledge of our products. We have also launched a franchisee model. It is

a business arrangement where the franchisee has the licensed right to own and

operate the business based on our business concept and use our brand name. In this

we provide start up help in terms of training, site development, advertising and

marketing support. The franchisee is branded as a Cox & Kings shop and sells only

our products. It is a one stop travel shop that provides all travel related services

under one roof, making travelling more simple for the customers. We also plan to

open more branch offices abroad, which will help us penetrate newer geographies

and add to our customer base. To penetrate newer regions we are planning to

increase our network of PSA / GSA agents with high potential. Our endeavor is

also to convert PSA agents and GSA agents to franchisees going forward.

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Online Foray

The online travel market in India is in a nascent stage and offers tremendous

growth potential. Having firmly set foot in the offline market, we have now created

our space in the online arena. We have recently launched websites with the name

www.coxandkingsinbound.com and www.coxandkingsnri.com. These websites

and our existing website www.coxandkings.com primarily offer an additional

channel of reaching out to our existing and potential (users) customers which are

updated regularly to feature our products and innovations.. We offer various

options to the customer giving him the flexibility to customize the holidays as per

its choice. The website offers complete travel solutions offering the user a choice

to purchase any item from an airline ticket, hotel accommodation, logistic support,

to a complete tour package. The website also offers users a choice to purchase any

combination of the above and also design their own holiday. We believe that with

the rise in the number of internet users and better acceptability of the internet as a

convenient medium for making travel related purchases, we are well positioned to

capture a whole new client base.

Focus on Outbound

We believe that there is considerable growth opportunity in the outbound tourism

segment. A buoyant economy, rise in disposable incomes, coupled with rising

aspirations ensures this segment is poised for growth. Also with travel getting

cheaper there will be an increase in the number of people opting to travel outside

India. We believe we are well positioned to exploit this segment with our flexible

products and will continue to offer a comprehensive range of travel contents to the

consumer with attractive pricing

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ABOUT THE COMPANY

INDUSTRY OVERVIEW

For the purpose of the Industry Overview we have relied for information on the

Annual Report 2005-06 and the Tourism Statistics for 2005 and 2006 released by

Ministry of Tourism, Government of India; the report of WTTC on India ‘ Travel

and Tourism Navigating the path ahead’; and the report on Travel and Tourism in

India by Euro monitor International

September 2006.

Indian Economy

The Indian economy is one of the largest in the world with a gross domestic

product (GDP) at current prices of Rs 32,509.32 billion (US$ 737.01 billion). It is

amongst the fastest growing major economies in the world, with a real GDP

growth rate of 9.2% at the end of the second quarter of Fiscal 2007.

In recent years, India has become a global preferred destination for FDI, owing to

its large consumer market and efforts by the government to position it as one of the

front-runners of the rapidly growing Asia Pacific region. Overall, India attracted

FDI of around US$ 35.07 billion between Fiscal 2000 and Fiscal 2006.

Tourism in General

Tourism has been a major social phenomenon of the societies all along. It is

motivated by the natural urge for new experience, adventure, education and

entertainment. The motivation for tourism also includes social, religious and

business interests.

The importance of tourism as an instrument for economic development and

employment generation, particularly in remote and backward areas, has been well

recognised the world over. It is one of the largest service industries globally in

terms of gross revenue as well as foreign exchange earnings.

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Tourism is one economic sector in India that has the potential to grow at a high

rate and can ensure consequential development of the infrastructure of the

destinations. It has the capacity to capitalize on the success of the country in the

service sector and provide sustainable models of growth.

Tourism has become an extremely important employment and revenue generator

internationally, providing jobs directly through the tourism industry itself (for

example, hotels, visitor attractions, restaurants, tourist transport, and so on) and

indirectly through the supply of many goods and services that are inputs to the

tourism industry. The World Travel & Tourism Council (WTTC) estimates that in

2006 the Travel & Tourism sector contributed 2.5 million new jobs worldwide.

Behind these revenue and employment figures is the large and growing number of

international travellers.

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HISTORY OF THE COMPANY

Richard Cox, the founder

Richard Cox 1718-1803, founder of Cox & Kings

Cox was born in Yorkshire in 1718. His father, Joshua, had made a good living as

a lawyer and had moved from his birthplace in Clent in Worcestershire to

Yorkshire. He then bought an estate near Quarley in Hampshire. There is little

documentary evidence of the early life of Richard Cox, although he must have

received an excellent education after which he came into the service of the English

General, Lord Ligonier, as a clerk in the early 1740s. He was clearly exceptionally

good at making important contacts with all echelons of the army and society, and

in 1747 he married Caroline Codington, daughter of Sir William Codington who

was an established military figure.

Cox’s career really took off when Lord Ligonier led the Flanders campaigns of the

War of the Austrian Succession. In one letter sent back to London, Richard Cox

makes a demand that “suitable winter provisions and housing should be made

available for the three English companies” and he became ever increasingly

entwined with the organization of provisions and the general welfare of the troops.

Ligonier, in turn, thought the world of his 'beloved Mr. Cox', making him his

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private secretary in the late 1740s. Ligonier went on to become the Colonel of the

First Foot Guards (Grenadier Guards) in 1757, and rewarded Richard Cox with the

post of 'military agent' after the incumbent died in May 1758. Thus was born Cox

& Co, the forebear of Cox & Kings.

There were about a dozen main agents working for the army at the time and each

Regimental Colonel chose one to serve their troops. There was not a strict code for

the role of an agent; in essence they arranged the payment of officers and men,

organized the provision of clothing, acted as a go between for the buying and

selling of officers’ commissions and acted upon any special requests from the

regimental adjutant. This ranged from the shipment of personal effects to the

requisition of weapons or supplies. Cox had taken on the most prestigious infantry

regiment, and the 63rd Regiment and the Royal Artillery soon followed suit.

The company was thriving by the time of the outbreak of war with France in 1793

employing some 35 clerks. In 1795 they served 14 regiments of cavalry, 64

infantry regiments and 17 militia regiments, becoming the largest military agent

for the army. Richard Cox died in August 1803, leaving his grandson Richard

Henry Cox firmly established, with Mr. Greenwood as controlling partner. Cox's

longevity as a military agent had made the army dependent on his services for the

smooth running and organization of a busy and stretched military serving all

around the globe. Cox lived in a time when Britain was radically changing. Rigid

social structures were breaking down and enterprising people could make

themselves exceptionally wealthy. He was the epitome of those driving the London

economy, generously investing in a multitude of people, ideas and commerce.

The 19th century and onwards:-Cox & king Page 21

Cox & Co grew through the 18th and 19th centuries. Timely alliances with the

great banking families such as the Hammerlseys and Greenwoods secured an

established position in London, and by the end of the 19th century most Regiments

used Cox & Co as their agents. As the empire grew, Cox & Co met the demand for

officers to be looked after.

The company set up five branches in India between 1905 and 1911, supplementing

those in Alexandria and Egypt (1919 and 1920) and Rangoon (1921).

When the Great War began Cox & Co employed some 180 staff, of which one

third joined the army. During the Great War some 250,000 men were on their

books, 50,000 cheques were cleared a day and a special department was set up to

deal with the influx of American soldiers in 1917. By the end of the war some

4,500 worked for the firm.

In October 1922, Cox & Co bought Henry S. King Bank, who were had a large

network in India. They also moved into new offices in Pall Mall.

In 1923, Cox & Co were still suffering from the downturn in business caused by

the surrender of the Germans in 1918. They were forced to sell to Lloyds Bank.

The USA office was opened in June, 1988 in New York, NY. In June, 1998 the

USA office was moved to Tampa, FL. In August, 2009, Cox & Kings USA came

under the umbrella brand of East India Travel Company, Inc., which is a subsidiary

of Cox & Kings, Ltd., the global parent company. In October, 2010, Cox & Kings

USA has been rebranded Cox & Kings, The Americas, and is responsible for all

sales for clients in North and South America. Cox & Kings, The Americas is

headed by Centre Head and COO Thomas Stanley. Cox & Kings, The Americas is

relocating from Tampa Florida to Los Angeles, California in May, 2011.

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Cox & Kings purchased Tempo Holidays, a Melbourne based wholesale travel

company in July 2008, for an undisclosed sum but rumored to be in the vicinity of

USD$25 million.

COMPANY PROFILE

Cox & Kings Ltd. (CKL), is the longest

established travel company in the world since 1758 and in December 2009

successfully listed on the stock exchange in India. Its distinguished history began

when it was appointed as general agents to the regiment of Foot Guards in India

under the command of Lord Ligonier and handled the Royal Cavalry, Artillery and

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Infantry, Royal Wagon Train, the Household Brigade, the Royal Navy and the

Royal Air Force came under its wings.

Today, it is a premium brand in all travel related services, employing over 1,400

professionals and headquartered in India. The business can be broadly categorized

as Leisure Travel, Corporate Travel, MICE, Trade Fairs, Visa Processing and

foreign exchange.

OFFICES & REPRESENTATIONS:

Cox & Kings operates in 20 countries through branch offices, subsidiaries,

representative offices, franchised sales shops as well as through our global network

of sales agents.

The company has 12 branch sales offices in India located in Mumbai, New Delhi,

Chennai, Kolkata, Bangalore, Hyderabad, Ahmadabad, Jaipur, Kochi, Pune and

Goa. The company has appointed over 100 franchisees across 20 states covering 70

cities. The companys extensive network of 185 GSAs and PSAs covering all major

towns and cities of India enhances its reach.

Cox & Kings has subsidiaries in UK, Japan, Australia, New Zealand, UAE, USA,

Singapore, Hong Kong, Greece & Germany; branch offices in New York,

Moscow, Maldives & Tahiti; & representative offices in Spain, Germany, Italy,

France, South America, Sweden and South Africa.

The company owns Tempo Holidays Australia, East India Travel Company in

North America, ETN in the UK and Quoprro Global Services Pvt Ltd,(visa

processing). In December 2009 it also acquired My Planet Australia Pty Ltd and

Bentours International Pty Ltd in Australia.

PRINCIPAL SERVICES OFFERED BY THE COMPANY:

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Cox & Kings is amongst the largest players with its range of specialist options.

Innovative packaging, pricing and marketing have been the hallmarks of its

success over the years. Among its many products are Leisure Travel- Domestic

(Bharat Dekho), Inbound & International, Corporate Travel, MICE, Trade Fairs,

Visa Processing and Foreign Exchange. The Outbound Tours is segregated into

Duniya Dekho (escorted tours), FlexiHols (customized tours), Luxury Escapades

(unique & luxurious travel) & NRI (catering to Indians across the world).

Leisure

Domestic Tourism

Cox & Kings is amongst the first travel organizations to brand domestic holidays

–

'Bharat Deko'. Under this brand we market exclusive products that range from

religious pilgrimage tours, education tours, weekend breaks, activity holidays, spa

holidays, budget holidays, summer and beach retreats, train vacations, coaching

and touring holidays.

Bharat Dekho

BHARAT DHEKHO GROUP HOLIDAYS

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INDIVIDUAL HOLIDAYS ROMANTIC GATEWAYS

Inbound Tourism

Inbound Travel business promotes India as a tourist destination. The company

caters primarily to the high-end segment of the inbound market and conducts a

range of group and individual tours throughout India for its clients from across the

world. It provide destination management services and cover all aspects of ground

tour management such as hotel bookings, air/ rail ticketing, roundtrip, airport

transfer, land arrangements, excursion planning, meet and greet services, event

planning, meetings and appointments, conference management, private air charter,

etc.

It also provides specialized services to foreign participants visiting India for

international meetings, conferences, ad hoc incentives and exhibitions and cater to

domestic conferences and corporate incentives as well. Additionally, It provide

ground related services to international cruise companies touching Indian shores

with a provision for shore excursions.

This segment is growing at close to 25 per cent.

Outbound Tourism

Cox & Kings is amongst the largest players with its range of specialist options.

Innovative packaging, pricing and marketing have been the hallmarks of its

success over the years. Among its many products are:

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Duniya Dekho

The company design and market escorted tours to group travelers under one of our

flagship brand “Duniya Dekho”. These are ready made packages where a group of

travelers is escorted by a tour manager. The customer chooses a specific tour from

the array of choices offered to suit his budget and preferences. These group tours

cover some of the world's most enchanting places such as Australia, New Zealand,

Europe, U.S.A., Canada, Far-East, Middle East, South Africa and Mauritius. These

are specially designed for the „value traveler‟.

“Duniya Dekho” recently launched a series of premium group holidays – “Luxury

Escapades” with travel destinations like Europe, Latin America, Middle East, Far

East and Africa.

USA – 2011 AUSTRALIA-

NEWZEALAND

EUROPE FAR EAST

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EXOTIC

FlexiHols

These are targeted at the more discerning Free Individual Traveler (FIT), where

every holiday is customized as per the convenience of the traveler. FIT can make

its “FlexiHol” travel plans by selecting its travel destination and holiday option

(ranging from romantic holidays, exotic cruises, family vacations, etc.), identifying

travel interest (i.e. explorer, family, romance or explorer) and sharing his

preference of sightseeing, airline and hotels.

The destinations range from Europe, Australia and New Zealand, USA and

Canada, Far East and South East Asia.

EUROPE FAR EAST

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AUS- NEW ZEALAND AFRICA

ISLANDS AMERICAS

Luxury Escapades

This innovative niche caters to the crème de la crème and this concept in

holidaying unveils one destination after another, laced with sinful indulgences and

fine living. One can experience the finest luxury hotels and the most exclusive

entertainment avenues of the world.

NRI Division

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Indians across the world have always yearned to travel with a quality tour operator

that understands its diverse needs be it culinary preferences or holiday options. The

NRI division caters to such travelers primarily from the Middle East, Europe,

USA, Australia, Sri Lanka and Hong Kong.

Business Travel

The Corporate or Business Travel has witnessed a change from the traditional

travel agency mode to total travel management mode. In this mode, the objective is

to minimize the total travel budget for the corporate while maintaining the service

standards.

The Corporate Travel market is a highly competitive market with presence of both

domestic and international travel companies. We believe our brand recall is very

high amongst over 200 corporate clients, including major domestic and

multinational companies.

It is affiliated with Radius Inc., the world's largest conglomerate in business travel,

as their Indian partner. Leveraging the partnership with Radius, Cox & Kings can

offer travel fulfilment services to corporate clients in India and overseas.

Trade Fairs

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Cox & Kings Trade Fairs ensures that you make the most of your business trip and

that the smallest of details are taken care of, right from confirmed accommodation,

city centre hotels during the fair period, and city tours to technical add-ons such as

factory visits, buyer-seller meets and much more, all at the most attractive prices.

Backed by a phenomenal trail of awards and expertise, Cox & Kings offers

outbound tour management facilities and an array of value-added services that can

arrange and handle the most complex and exacting business trips anywhere in the

world.

Meetings, Incentives, Conferences and Exhibitions (“MICE”)

Leisure travel is increasingly being used as an incentive tool by many

organizations to convey appreciation for

Recognizing achievers. It has dual benefits, one by providing a holiday that

enables an executive to unwind and recharge and the other serving as a reward for

excellence that inspires the team.

We cater to all aspects of conference organizing, business meetings, event

management, seminars, exhibitions, product launches and incentives. Every event

is designed to meet specific requirements right from the pre-event preparations,

during the event itself and through to post-event settlements.

We have been constantly introducing innovative events and making suggestions to

make every conference eventful and memorable like elephant polo matches, gala

dinners in fairy tale castles and steam train journeys in princely carriages amongst

others.

Forex

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Cox & Kings is amongst the leading retail forex dealers in the country. We were

one of the first travel companies to be granted the license as the Authorized Dealer

- Category II under the new licensing regime.

The enhancement of status from FFMC to Authorized Dealer - Category II opened

a wide spectrum of activities which we can undertake; foremost among them is the

ability to transact outward remittance requirements. The remittances or other

exchange facilities for students pursuing studies abroad, medical treatment

overseas, migrant travelers, salary and wages to crews on ships visiting in India,

subscriptions for overseas publications, seminars, organization’s membership are

some of the new businesses which we can undertake in addition to providing

foreign exchange service to Leisure Travelers and Corporate / Business Travelers.

This places Cox & Kings in league with Authorized Dealers like Foreign Exchange

Nominated Banks to cater to the requirements of a whole host of customers. It

works with more than 100 corporate clients and caters to its large leisure base.

Cox & Kings Online

Cox & Kings has developed an online portal, which is a web enabled dynamic

system that includes holidays, sightseeing, cars, hotels, transfers, insurance and

other ancillary travel services. Most of the products and services are available on a

real time basis and is backed by a 24x7 call centre. With the company's online

access system, one can complete all processes using just one window, just one

simple booking system.

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ORGANIZATIONAL CHART

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JOBS DONE

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Visa processing services

I worked in visa processing services, where I understood the necessity

of travel documents and regulations and the significance of the

different types of travel documents and for what purpose they are

required.

Under this department I also learnt how to fill visa application forms

for various destinations.

Duniya Dekho

The company design and market escorted tours to group travelers

under one of our flagship brand “Duniya Dekho”. These are ready

made packages where a group of travelers is escorted by a tour

manager. The customer chooses a specific tour from the array of

choices offered to suit his budget and preferences.

In This department that is where I learnt how to handle quires of

clients under the guidance of Miss Hemlata. This was the most crucial

part of my entire training period.

Itinerary preparation

This department was domestic that is, ‘Bharat Dekho’ section. In this

section I was taught how itineraries are prepared, we worked on north

east destinations (Gangtok – Pelling – Darjeeling).

Tele-marketing

Telemarketing is marketing conducted over the telephone. Most

telemarketing calls are "cold calls," meaning the recipient of the call Cox & king Page 35

has not requested that the telemarketer contact them. Telemarketing is

one of the most controversial types of marketing.

The purpose of telemarketing is to make a sale. Sometimes

telemarketers have personal information when they call a customer,

knowing the person has purchased products similar or related to theirs

from other vendors or outlets.

I was given a list of more than hundred clients to make calls.

LEARNING PART

Classroom teaching helps the student by making conceptual base clear, but on the

job training is the practical way, which helps the students to get practical

knowledge of the concept. Normally the students are not aware of actual

requirement

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Working as a summer trainee at Cox & Kings was a wonderful experience, it gave

me immense understanding about how companies are making business through

various ways. The various departments under which I worked are

BHARAT DEKHO, the person who trained me was Miss Jhanvi Rathore.

DUNIYA DEKHO, this department was undertaken by Mrs. Minaxi Joshi and

Miss Hemlata Methwani. The other department which I worked in was ,visa

processing services, under Sir Ishwar Das. It is my pleasant duty to express my

special thanks to Mr. Ishwar Das and Miss Jhanvi Rathore for their encouragement

throughout my project and their guidance during the compilation of work.

Business of the operating subsidiaries of the Company

ETN Services Limited

ETN is one of the fastest growing inbound travel wholesalers in Europe. ETN

services inbound travel for destinations across Europe and its clients are mainly

sourced from India, Taiwan, Germany and South Korea. It provides ground

handling services for inbound tours in the Europe.

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The key services offered by ETN across Europe includes hotels, transportation,

tour escorts and specialist guides, restaurants and tickets for special events,

monuments etc.

Cox & Kings Travel Limited UK

Cox & Kings Travel Limited UK is an outbound specialist tour operator and caters

to only the leisure travel market. It concentrates on the up-market end of the

business. It is considered a specialist tour operator which also operates tours

around the world like India, Far East, Latin America, Africa, Middle East etc.

Although the business was started as a onecountry product (India), the rapid

growth over the past three years has been fueled by its increasing portfolio of

specialist programmes. The tours are sold via brochures and such brochures are

generally of two types: Destination led packages; and Interest led packages. The

John Lewis Partnership is one of the UK’s top ten retail businesses with 25 John

Lewis department stores and 183 Waitrose supermarkets. It has launched a new

direct services company named Greenbee, providing home and travel insurance,

theatre tickets and travel services. Greenbee is targeting to become the destination

shop for travellers in 2008. Greenbee has signed up with Cox & Kings, to provide

an exclusive range of planned group tours and bespoke travel itineraries

Cox & Kings Japan

Cox & Kings Japan has a tour operator class license from the Government of

Japan. This license enables it to sell travel products to the public, but more

importantly to the wholesalers in Japan who control the market. It has official

relationships with JTB Corporation, Japan Arlines, All Nippon Airways Company

Limited, Hokkai Snow Limited, Nova Tourist Bureau Company Limited etc which

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enables these companies to use their services as a B2B relationship. There are very

few companies who have this trading relationship and this is a major barrier to

enter the Japanese market. Cox & Kings Japan, generates revenues principally

from packaging holidays for the public, the major wholesaler and societies. It

controls its quality and margins by having its own offices in Maldives and New

Caledonia and through the ground handling activities of the Company for its Indian

clients. This gives it a major advantage in contracting and service delivery.

Cox & Kings Tours LLC, Dubai

Cox & Kings Tours LLC, Dubai’s objective is to tap UAE’s outbound leisure

travel market. Cox & Kings Tours LLC, Dubai serves Expatriates and UAE

Nationals for leisure travel across the world. Another focus is in providing

exclusive group tours which will cater to the needs of the Indian Expatriates in the

region. In the first 6 months of its operation in Dubai, Cox & Kings Tours LLC,

Dubai has already launched many innovative tour programs for the travellers from

UAE. Cox & Kings Tours LLC, Dubai has plans to start its inbound tours services

to Dubai. It’s main focus will remain to be the leader in leisure travel segments

both outbound and inbound. Another focus area would be to target the corporate

incentive travel, which is growing at a fast pace.

Distribution Channel for our Products

Currently we use the following distribution channels for better visibility and sale of

our products. We have our own branch offices in India. We have marketing

representative offices in 5 locations across the globe. We also have a strong agency

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network of GSA/ PSAs within India and world wide, which sells its products either

exclusively or with other travel products. It sells through advertising with TV and

through print media and dedicated readers offer. We were amongst the first travel

Company in India to start a unique marketing initiative called Travel Club. This

was done to create awareness of new destinations. Travel Club was a co-branded

travel section appearing in major newspapers in India.

1 Our Branch Offices

Currently we have offices in 12 locations within India and two offices outside

India. These branch offices operate as our Travel Shop as well as back office for

transactions taking place in that part. These offices give us a pan India

presence. As a part of our growth strategy, we plan to open more dedicated shops

and pursue the franchisee route to gain depth of reach within India. We believe that

these shops are very important for our overall growth as this is an interface

between the customers and the company which ensures timely service and prompt

grievance redressal.

2. Franchisee

We have developed a franchisee model wherein the franchisee is labeled as a “Cox

& Kings” shop and is a “One Stop Travel Shop”. The franchisee provides and sells

all travel related products and services like leisure holidays, ticketing,

foreign exchange and insurance, hotel booking, car rentals, third party products

like cruises, eurail, etc. and visa and documentation. We provide the staff of the

franchisee with assistance and training to sell our branded products. We also

provide the franchisee with guidance relating to the management, finance,

promotion and methods of operation to be employed in connection with the

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system. We will support the franchisee with advertising, promotions and other

programs with a view to develop the business.

3. Agents

We have a network of GSA/PSA spread all over India. We also have extensive

network of representatives and GSA/PSA across the world. This network of agents

and representatives allows us to cater to demand in travel markets where we don’t

have our own offices. Our representatives have in depth knowledge of the local

market they operate in and we periodically update them in regards to our services

and product offerings. Our PSA / GSA network within India sources business for

us for our outbound tours and Domestic tours. Through our PSA / GSA and

Representatives outside India, we cater primarily to the Inbound travellers coming

through them including NRI’s and PIO. A revenue sharing model along with

incentives is in place for these GSA/PSA representatives.

4. Internet Sales

We have recently launched websites www.coxandkingsinbound.com and

www.coxandkingsnri.com in addition to our existing website

www.coxandkings.com. These user friendly web sites offer our products on real

time basis. We believe that with the number of internet users increasing, the web

platform will help the company to capture additional market of those travellers

who prefer to do their travel purchase online. The website will be a complete travel

solution offering a user the choice to purchase any item from an airline ticket to a

complete tour package. The website will also offer a user the choice to purchase

any combination of product. We believe that application of such state of the art

web technology will allow us to capture a whole new client base.

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Human Resource

Our management team includes some of the most experienced managers in the

travel and leisure industry. Most of our senior management have substantial

experience in their respective domain areas and have been instrumental in the

growth of our organization. We believe that our management team is well placed

to provide strategic leadership and direction to explore new emerging opportunity

in these sectors as well as constantly improve our current operations. We have

witnessed low attrition of key management personnel and have also recruited

several professionals with a combination of domain expertise in critical areas and

innovative thinking for all areas and services to our organisation. We believe that

these attributes of our staff provides us with a significant competitive edge.

The brief details of the permanent employees of the Company as on January 15,

2008 are as follows:

Country No of Staff

India 929 84.69

U. K. 106 9.66

Japan 54 4.92

Dubai 8 0.73

Total 1097 100.00

Competition

Unlike mature markets of the world which are organized with deeper penetration

the Indian travel market is highly fragmented and there is a potential for major

penetration in retail market. Our competitors may / may not offer all services and

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products that we do and their product portfolio may not be directly comparable but

we may face competition.

Past Awards and Recognition

1. Government of India’s National Tourism Award for Conferences, for seven

years. 1995-96, 1998-99, 1999-2000, 2000-01, 2001-02, 2002-03 and 2003-04

2. National Tourism Award for the best Domestic Operator since the three years.

2003-04, 2004-05 and 2005-06.

3. Best Outbound Tour Operator in 2002 - 03 at the Galileo Express Awards.

4. Best Domestic Tour Operator award, for three years in a row at the Galileo

Express Awards for the years 2003-04, 2004-05 and 2005-06.

5. In 2005-06 it also won the award for the Best Technology Programme in the

travel industry at the Galileo Express Awards.

6. CNBC Awaaz Travel Award for Most Preferred Tour Operator in 2007.

7. Best Domestic Tour Operator at Abacus-TAFI Awards Nite in 2007

8. Best Outbound Tour Operator Award at Abacus-TAFI Awards Nite in 2007

Properties

We have taken a plot of land on lease at Greater NOIDA from the Greater New

Okhla Industrial Development Authority. The Greater New Okhla Industrial

Development Authority has issued a notice terminating the lease. We are

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contesting the termination in the Allahabad High Court. For details on this

litigation see “Outstanding Litigation and Material Developments” on page 262 of

the Draft Red Herring Prospectus.

We are in possession of tenanted premises at Carnac Bunder, Mumbai. The owners

of the premise have issued us a notice to us asking for vacating the premises and

have filed a suit with the Small Causes Court at Mumbai. For more details on

this litigation see “Outstanding Litigation and Material Developments” on page

262 of the Draft Red Herring Prospectus.

Our registered office at Mumbai and all the branch offices within and outside India

are either taken on lease or on leave and license basis. We are required to regularly

renew the lease or lease and license arrangement with the owners to peacefully

enjoy the property.

We also own residential flats at Mumbai and Bangalore. These flats are primarily

used for staff accommodation.

Insurance

We have taken an indemnification policy as per the requirement of IATA.

We have taken a group accidental policy covering 10,000 passengers covering

accidental death and permanent total disablement. We have also taken professional

liability policy towards inbound tourists. We also have in place a professional

liability insurance for loss or damage due to any error, neglect actual or alleged in

conducting tour services with overseas tour operators.

We have a comprehensive office package policy for any loss suffered by us in our

business that we do due to the dishonesty / fraud committed by our employees. We

also have a office protector policy to protect our offices form natural disasters, fire,

burglary, machinery breakdown etc. We also have money policy for loss of money

including forex in transit, form lockers of the Company and personal money,

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personal effect of employees lost or damaged in the course of the business hours.

We have a group mediclaim policy for our employees as and their dependents. We

also have a personal accident policy for our employees.

Details of Intellectual Property

We currently own 40 trademarks of our branded products and offerings that we

offer under brand name. These trademarks are registered for a period of 10 years

from the date of application. For certain marks we have acquired multiple

trademarks under different classes.

In addition to this we have made application for registration of 20 trademarks with

the Registrar of Trademark, Mumbai, under various combinations and classes,

which are currently pending registration. For more details on these trademarks

INBOUND SERVICES

An inbound customer service facility works best when it provides customers with a

single point of contact for all their service questions. Customers ring a single

number to order products, make a payment, register a purchase or obtain product

information. They can also place a support request or make an inquiry about a

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product. The agents handling the incoming calls must have the product and

technical knowledge to deal with the call personally or, if necessary, transfer the

call to a specialist. Customers appreciate the convenience of a single point of

contact, provided they receive an appropriate response.

Inbound is travel for recreational, leisure or business purposes. The World Tourism

Organization defines tourists as people who "travel to and stay in places outside

their usual environment for more than twenty-four (24) hours and not more than

one consecutive year for leisure, business and other purposes not related to the

exercise of an activity remunerated from within the place visited". Tourism has

become a popular global leisure activity. In 2008, there were over 922 million

international tourist arrivals, with a growth of 1.9% as compared to 2007.

International tourism receipts grew to US$944 billion (euro 642 billion) in 2008,

corresponding to an increase in real terms of 1.8%.

As a result of the Late-2000s recession, international travel demand suffered a

strong slowdown beginning in June 2008, with growth in international tourism

arrivals worldwide falling to 2% during the boreal summer months, and this

negative trend intensified as international tourist arrivals fell by 8% during the first

four months of 2009.

Tourism is vital for many countries, such as the U.A.E, Egypt, Greece and

Thailand, and many island nations, such as The Bahamas, Fiji, Maldives and the

Seychelles, due to the large intake of money for businesses with their goods and

services and the opportunity for employment in the service industries associated

with tourism. These service industries include transportation services, such as

airlines, cruise ships and taxis, hospitality services, such as accommodations,

including hotels and resorts, and entertainment venues, such as amusement parks,

casinos, shopping malls, various music venues and the theatre.

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The United Nations classified three forms of tourism in 1994, in its

"Recommendations on Tourism Statistics: Domestic tourism", which involves

residents of the given country traveling only within this country; Inbound tourism,

involving non-residents traveling in the given country; and Outbound tourism,

involving residents traveling in another country.

Classification Of Services in Inbound Services

ON THE BASIS OF THE END USER

The end user for Tourism Services is always the CONSUMER, and therefore on the

basis of the end user, Tourism Services fall under the category of ‘Consumers’.

However these consumers may vary, which is why Tourism Services also differ.

SERVICE PRODUCT CONTINUUM

As per the Product-Service Continuum, Tourism Services fall under the category

of “Goods + Services”. The core product is the destination, which is purely

intangible. However, tourism is linked to a number of tangible goods such as

souvenirs, cuisine, etc which constitute an important part of any vacation or

holiday any consumer might take. Therefore it cannot be classified as only

services, and falls under the category of “Goods + Services”.

PEOPLE BASED SERVICES

Tourism Services are high contact services, as people interact with people at

virtually EVERY stage of the way. Tourism services are very people-oriented

services, and the service people are plenty and have high contact with the

consumers. The consumer interacts with a myriad of service people starting from

when he books his ticket and throughout the course of his holiday.

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EXPERTISE

Tourism Services are mostly professional services. The service people include

travel agents, tour operators, hoteliers, caterers, tour guides, etc. Almost all of

these people are trained and are professionals. They might be trained by

professional institutes (IATA, IITM, etc.) or by the agency/company they are

working for (COX & KING’s).

ORIENTATION TOWARDS PROFIT

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All Inbound Services are commercial, and are undertaken with a view to earn

profits.

1. Brand Equity & Expertise: When people are looking for travel related solutions;

one of the first names that comes to mind is Cox & Kings. As franchisee, Cox and

Kings become an integral part of Cox & King's 248 year heritage and are in a

position to command the same kind of respect in the industry.

2. Training: To ensure flawless management and strong before and after sales

service, team will be put through comprehensive training provided by Cox &

Kings. The training program will be constantly updated and will provide with

ongoing guidance and assistance at every stage of your progress. There will also be

an online training program in place soon.

3. Technology and Total Support: One of the many things Cox & Kings guarantees

its franchisees are unmatched technology and technical support. Cox & Kings have

developed comprehensive technology solutions, covering everything from an easy

access virtual office system to automation support with in-house helpdesk and

disaster recovery systems. One can access office anywhere anytime. Imagine if

your child is ill and you need to stay at home or your client calls you late at night

after office hours. Well, you have the Cox & Kings advantage at your fingertips

with our superb online access system. You'll also be provided with a quick and

easy to use online database, which can be accessed 24 hours a day, seven days a

week. Also, in case of any unfortunate instance, where you might end up losing

valuable data/ transaction details, now your business can be back on its feet within

a matter of minutes. All thanks to disaster recovery system.

4. Easy-to-use One Window bookings: Imagine when you book a ticket you first

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go on to a Central Reservation System (CRS). Next, you have to log into another

system for a hotel from 'X' supplier, then into another system to compare the rates

with 'Y' supplier. Finally you have to physically capture all this information and

print an excel sheet. With the Cox & Kings advantage, life is a lot simpler. Now

with online access system, anyone can complete all processes using just one

window - just one simple booking system. Cox & Kings also ensure that the most

comprehensive IT Software is put into place so you have everything you need to

manage and run franchise.

5. 24 hour call centre: There's also a 24 x 7 call centre to back up in case of an

emergency or urgent queries. One will receive all the advice, expertise and tools to

help you succeed. And that too from a dedicated franchisee support team that is

committed to help franchise increase sales and profitability.

6. Customer Relationship Management: One require an invaluable business tool for

winning and servicing customer. Cox & Kings will provide it in the form of a

sophisticated Customer Relationshi

Management system

The CRM is a user-friendly database system that is designed to analyse your

customer's needs and wants.

The system extracts customer data from your booking system and maintains a

complete detailed history of all your customers.

It allows you to identify and match opportunities to customers most likely to

respond to targeted offers.

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The CRM marketing program includes all our own nationally co-ordinated direct

offer mails plus a personalised cover letter written as if it comes from you and

displays your shop's contact details.

The CRM program is also an invaluable business tool for winning and servicing

your business. It even produces reports which aid you in identifying areas of

opportunity and increasing your revenue and profitability.

1. Enjoying Cox & Kings Purchasing Power: As one of the most established

travel company, Cox and Kings have the leverage to negotiate commissions and

overrides on airfares, cruises, coach tours, holiday packages as well as hotel

accommodation and car rentals. Which means, Cox and Kings have access to

preferential deals and a strong competitive advantage to offer them to customers?

2. Marketing Strategy: Online and Offline Medium will be used for the

marketing of Cox & Kings Products and to create the brand awareness and reach

out to the clients. National Level as well as Regional Marketing Campaigns will be

adopted for creating the Cox & Kings brand awareness.

3. Extensive Ground Operator Network: Since Cox & Kings also has a strong

network of dedicated ground operators functioning in different countries, One will

be able to offer customers a range of options to maximize their holiday experience

as per their budget and convenience. Also, one can be sure about the fact that all

customers will always be in the expert hands of the network and will enjoy a

smooth and memorable holiday.

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TRAVEL INDUSTRY FUTURE

The last few years have seen the Indian economy grow rapidly, resulting in the

emergence of new sectors like IT, call centres & BPOs. The nation is witnessing a

new breed of consumers; one with higher purchasing power and with disposable

income to fuel their dreams. Add to it media exposure, evolving cultures, mobile

phones, internet, television etc. This has not just changed the way we live but also

the way we Travel. This new scenario has resulted in the Travel Industry growing

by leaps and bounds. Holidays today have become a necessity. Even taking more

than one holiday a year is not at all unusual. Also standards of customer demands

and expectations have gone up considerably and the customer, who once simply

bought a ticket, now crosses into other travel services like hotel bookings, holiday

planning, ancillary services etc. Hence, what the customer needs now is a one-stop

travel shop that can provide him a host of travel-related services under one roof.

Domestic Tourism

According to the ministry of tourism the total number of domestic tourists in 2005

was in the region of 300 million. There are different sub-segments to these such as

adventure tourism, pilgrim tourism and leisure tourism. Pilgrim tourism still

comprise 50 per cent of the total domestic movements. Domestic numbers are

expected to increase by 15 per cent year-on-year.

Outbound Tourism

Pacific Asia Travel Association (PATA), records that outbound travel from India is

growing at a rate of 10.5 percent. According to IATA India figures the total

outbound figure for 2005 stood at 5.5 million tourists and it is expected to touch 7

million by the end of 2006.

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COX & KINGS, A PROMISING FUTURE

Cox & Kings An Illustrious Past. An Eminent Present. A Promising Future...

Cox & Kings The World's oldest Travel Company

Destination management

Outbound tourism

Domestic holidays

Business travel

Trade fairs.

With a strong presence across the globe, one can easily say that the key reasons

behind Cox & Kings immense success are:

A rich experience of around 248 years

THE C&K ADVANTAGE

• Best Brand for over 250 years and been operational non-stop since 1758.

• One Stop Travel Fulfilment Centre (Online as well as Offline Fulfilment) for all

Travel Related Services including a range of third party products

• Integrated Information Technology Platform to offer centralized reservation

systems for all business units

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• Excellent Supplier Contracting Terms & Capabilities

• Strong online Presence

• Timely & Accurate MIS

• Knowledgeable Staff

• Support via BPO & Call Centres

• Innovative Products Design and Creative Marketing

• Global Shareholder of Radius

DESTINATION MANAGEMENT

COX & KINGS is India's market leader in destination management, with

substantial competitive advantage in this business segment. Cox & Kings operates

a range of group and individual tours to destinations throughout the Indian

subcontinent for clients from all over the world. Cox & Kings overseas is a

renowned travel brand and an Indian subcontinent tour specialist and been quoted

as one of the top 5 premium tour operators by 'Conde' Nast Traveller'. This

division also provides specialist services to foreign participants visiting India for

international meetings, conferences, ad hoc incentives and exhibitions and also

caters for domestic conferences and corporate incentives. Ground related services

to international cruise companies touching Indian shore with a provision of shore

excursions are other leading activities of this division.

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OUTBOUND TOURISM

Kings began a full-fledged in house tour operating activity by designing its own

brochure product under exclusive arrangements with direct suppliers and local

agents across the globe. Cox & Kings has been undertaking path-breaking

initiatives to reach out to the travellers through innovative products. These include:

'Duniya Dekho' Holidays to Europe, USA, Far East, South Africa, Mauritius,

Australia and New Zealand. For the "value for money" traveller

'FlexiHols' is a concept in holidaying where the traveller enjoys all the comforts

and convenience of a planned holiday but at a pace & price that is set by him. This

is targeted at the more discerning Free Individual Traveller

Luxury Escapes - It takes a travel company that has been round for two hundred

years, to know everything about royal treatment. Cox & Kings rolls out a whole

new concept in Holidays - Luxury Escapes. Spoil yourself. Get pampered rotten.

Holiday like a king. Join us as we unveil country after country laced with sinful

indulgence and fine living.

BUSINESS TRAVEL

Cox & Kings are one of the market leaders in business travel services in India,

offering a full range of business travel services to over 200 corporate clients,

including major multinational companies. C&K's strength in this business area is

evident when one of the world's largest conglomerate in business travel - Radius

the First truly global travel management partnership/consortium with merger of

Travel Trust International and Woodside Travel Management Corporation in 1992

selected Cox & Kings as their Indian partner. C&K - Radius Overseas Travel

Fulfilment Solutions through the Radius Brand

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Leveraging the partnership with Radius, Cox and Kings can offer Travel

Fulfilment Services to Corporate Clients who are having offices overseas or project

teams working on site at their customer’s site, through its Radius Shareholders in

the respective overseas regions. All travel requirements will be controlled through

the off shore 24 x 7 Travel Centre based in Mumbai.

DOMESTIC TOURISM

India with its large domestic consumer offers Cox & Kings a unique opportunity to

launch its portfolio of 'domestic holidays' for people resident in India. Launched in

2000, 'Bharat Dekho' (see India) is today's leading 'branded' product in the country

with a wide range of 'Indian Holidays' from cultural holidays, pilgrim holidays,

wildlife holidays, honeymoon tours, weekend getaways, customized FIT Tours to

nature trails, Bharat Dekho has captured over 50% of the domestic market.

INCENTIVE SOLUTIONS

Over 7000 incentives in the last 4 years make Cox and Kings the biggest player in

Incentives. The Incentive Solutions Division of Cox & Kings provides cost

effective travel incentive schemes for clients that recognize and reward exceptional

effort of its employees, customers, suppliers or dealers. A team of handpicked

industry specialists committed to handling every aspect of an incentive /

conference event are a part of this team.

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MICE

The growing importance of MICE - Meetings, Incentives, Conferences and

Exhibitions led to the launch of this division. The division has existing tie ups with

various Chambers of Commerce and National Tourist Offices.

CURRENCY EXCHANGE

Cox & Kings has a full-fledged money changing division in Cox & Kings Offices

servicing the needs of the corporate traveller and the leisure travel clients. A strong

distributor of American Express Travellers' Cheques, Cox & Kings has been

awarded 'Top Performer' for several years.

TRAVEL INSURANCE

Policies for Leisure Domestic as well as International Travel and special Corporate

Deals on Insurance covering an array of specialized travel areas, some of which

are:

Loss of baggage (checked)

Bounced Hotel / Airline Bookings

Missed connections

Personal Accident

Trip Cancellation due to hospitalisation, death or curfew.

HIGH TECHNOLOGY PLATFORM

Cox & Kings today deploys highest information technology platform in the Indian

Travel Industry. It has developed totally integrated front, mid and back office

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solutions. This has brought about huge cost savings for the organisation, thus

managing to offer 'quality' service to its customers at a great cost savings.

COX AND KINGS AS BRAND

The Cox and Kings brand has evolved over 250 years and is one of the most

recognized holiday brands today. The company offers services as a 'One-Stop

Shop' for all travel and travel-related products. Its business can broadly be

categorized as Leisure Travel, Corporate Travel, Forex and Visa Processing. C&K

designs travel packages for both individuals and groups, for their domestic and

international leisure travel. The company makes travel arrangements for corporate

clients to cater to their business meetings, conferences, events, and as an incentive

for their employees and business partners. The company also provides value-added

services, such as customizing travel plans for NRI customers, travel arrangements

for Trade Fairs and providing private air charter services. Besides, C&K offers

travel-related foreign exchange and payment solutions. The company is one of the

first travel companies in India to be granted a license as an Authorized Dealer -

Category II, under the new licensing regime. Within Leisure Travel, the company

has three sub-segments, Outbound Travel, Inbound Travel and Domestic Travel.

The Inbound Travel business represents destination management services that

cover all aspects of ground tour arrangements required by tour operators across the

world. The Domestic and Outbound Travel businesses include the selling of

holiday packages for travel in India and overseas, respectively. Under Corporate

Travel, a full range of business travel services, through a team of dedicated

relationship managers, is offered.

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In India, C&K has 255 points of presence, covering 164 locations, through a mix

of branch sales offices, franchised sales shops, General Sales Agents (GSAs) and

Preferred Sales Agents (PSAs). The company has 14 branch sales offices located in

Mumbai, New Delhi, Chennai, Kolkata, Bangalore, Hyderabad, Ahmedabad,

Jaipur, Kochi, Pune, Nagpur and Goa. Besides, it also operates through 56

franchised sales shops spread across India. The company has a global presence,

with operations in 19 countries (besides India) through subsidiaries, branch offices

and representative offices (in the UK, Australia, New Zealand, Japan, US, UAE,

Singapore and Hong Kong).

Over the period of 2006-09, the company has made 6 acquisitions, and it will

continue to explore various opportunities for inorganic growth in the future

IPO Details: C&K proposes to make its IPO in the price band of Rs316-330/share,

at a face value of Rs10 each, and to issue 1.85cr shares, of which 30.5lakh shares

are offered for sale by Lehman Brothers Opportunity, Deutsche Securities

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Mauritius and Merrill Lynch Capital Markets Espana. Therefore, the fresh issue by

the company will be to the extent of 1.55cr shares. The company plans to use the

proceeds for debt repayment (Rs129.6cr), acquisitions and other strategic

initiatives (Rs150cr), investment in overseas subsidiaries (Rs62.5cr), and

investment in corporate offices and upgrading its existing operations (Rs60cr).

Industry Overview

Global Tourism Industry

As per a WTTC study, the number of tourist arrivals worldwide increased from

904million in 2007 to 925million in 2008, registering a rise of 2.3%. The growth

was comparatively lower than the CAGR of 4.6% over the period of CY1995-08,

mainly on account of the global meltdown. In 2008, the growth was the weakest

since the recessionary period of 2001-03, when the industry was hit by the collapse

of the high-tech boom, the 9/11 terrorist attacks and the SARS outbreak. Close to

two million jobs were nevertheless created during 2008, but the industry was faced

with increasingly difficult global headwinds in the second half of the year, as

consumer and business confidence collapsed. The effects of the global meltdown

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are expected to continue in 2009, with the growth rate of tourist arrivals likely to

decline by 4.3% to 885mn before

Over the long-term, the Travel & Tourism Industry is expected to resume its

growth, with emerging economies in particular leading the way by boosting

international travel. In developed countries, a growing preference for leisure is

expected to provide clients for new destinations once consumers regain confidence,

while the popularity of short breaks, both domestic and international, will continue

to increase. WTTC estimates the world Travel and tourism industry to witness a

CAGR of 4.3% over 2009-2019. In USD terms the same is expected to witness a

CAGR of 6.9%.

Indian Inbound Industry - Recovering

During 2008-09, the Indian tourism industry had to cope with terrorism and the

global economic downturn, which put a brake on a decade of phenomenal growth

in international arrivals (1998-2007), driven mainly by the successful 'Incredible

India' marketing campaign and steady improvements in the tourism infrastructure.

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However, with the effects of the meltdown easing out and economic activity

picking up, the declining trend of FTAs (Foreign Tourist Arrivals) seems to have

been arrested.

The FTAs declined significantly to 13.8% during 2010, as compared to that in

2008, but, during 2010, the situation improved markedly (a decline of only 1.8%),

with the FTAs close to that of last year. However, measured in terms of a

percentage of GDP, tourism still accounts for just 6% of the economy, much below

the world average in 2008.The expected rise in demand over the next 2-3 years

would be largely due to factors such as India's popularity as a tourist destination,

strong economic fundamentals, a continued interest from multinationals and a

steady growth in domestic travelers (both business and leisure).

Investment Argumen t

C&K derives over half of its earnings from the emerging markets (mainly India)

and is focused on increasing its presence in other high growth geographies (mainly

the Middle- East and South-East Asia). This, we believe, would bode well for the

company, as it is ideally poised to benefit from a strong growth in demand for

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outbound and inbound services in these areas, enabling it to achieve a high growth

rate in the future.

According to WTTC estimates, the world travel and tourism industry is expected to

clock a CAGR of 4% over 2009-2019. The growth rate is expected to be much

higher in the case of emerging markets, mainly India, the Middle-East and South-

East Asia. According to WTTC estimates, the tourism industry in India, the

Middle-East and South-East Asia is likely to witness a CAGR of 8% over 2009-

2019.

According to the WTTC, developing countries, which until recently have been the

key drivers of growth in the tourism industry, are expected to take a backseat over

the next decade. Although countries like the US, Japan, China and West-European

countries would continue to generate a big chunk of travel and tourism demand, in

terms of growth, the emerging countries in Asia, the Middle-East and Africa are

likely to lead going ahead. The shifting of the trend towards the emerging markets

is evident from the steep decline in the share of the top 15 destinations of

international tourist arrivals (from around 75% in 1970 to around 57% in 2007).

Well-positioned to gain market share on the back of a strong brand franchise and a

presence across the value-chain

The travel market is highly fragmented, with a large number of travel agents

catering to most of the demand. We believe that C&K's strong brand, coupled with

services across the value-chain (inbound and outbound), would act as a key driver

in garnering a higher market share in the future.

Strong Brand Equity: C&K's brand has evolved over a period of 250 years and is

one of the oldest brands in the Travel and Tourism industry. Over the years, the

company has built a strong brand franchise for itself in overseas markets as well as

in India. Cox & Kings was ranked 1st among the Top Brands in India, and ranked

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152 amongst the Top 1000 Brands in the Asia-Pacific region. The tour-operator

industry is dependent on brand awareness and recall in the long-run, as customers

need to believe in the capabilities of the operator to provide quality services and

that their products will lead to a satisfied experience, even before they have

approached the service provider.

Presence across the value-chain; C&K offers complete travel solutions, and serve

as an integrated provider of all travel and travel-related products. The company

provides a 'One-Stop Shop' for all travel requirements, from visa formalities to

ticketing, holidays, insurance and foreign exchange. Besides, the company is in the

process of rolling-out a pan-India, luxury train, under the brand 'Maharajas'

Express', through a joint venture with the Indian Railways.

Wide geographical reach: In India, C&K has 255 points of presence, covering 164

locations, through a mix of branch sales offices, franchised sales shops, General

Sales Agents (GSAs) and Preferred Sales Agents (PSAs). The company has 14

branch sales

offices located in Mumbai, New Delhi, Chennai, Kolkata, Bangalore, Hyderabad,

Ahmadabad, Jaipur, Kochi, Pune, Nagpur and Goa. Besides, it also operates

through 56 franchised sales shops spread across India. Moreover, the company has

a global presence, with operations in 19 countries (besides India) through

subsidiaries, branch offices and representative offices (in the UK, Australia, New

Zealand, Japan, US, UAE, Singapore and Hong Kong).

Concerns for Indian Inbound industry

The Travel and tourism industry is highly cyclical in nature and sensitive to

changes in economic growth.

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The industry is highly-fragmented and competitive, and thus faces stiff competition

from other players and also from the unorganized sector

The company is exposed to currency fluctuations in the various countries that it

operates in.

Outlook and Valuation

Over 2006-09, C&K's Revenues and PAT have witnessed a CAGR of 65.6% and

80.7%, respectively; these, however, have also been aided by the five acquisitions

it has made across the globe since 2006. Going ahead, estimate C&K's Top-line

and PAT to witness a CAGR of 27.4% and 37.7% over 2009-11E, respectively On

the lower and upper end of the price band, the stock would quote at 16.5x and

17.3x its post diluted 2011 estimates, respectively. We believe that the company’s

organic and inorganic growth rates will be sustained, and its core profitability will

remain healthy, going ahead. Hence, on the back of positives like C&K's superior

growth rates, its wide geographical reach, a strong brand franchise and the

improving industry dynamics, we recommend a Subscribe view on the IPO.

Rationale for our Subscribe recommendation

Cox and Kings (C&K) is a global tour operator, deriving around 90% of its

revenues from the leisure segment. The company has a strong presence in the

emerging and developed markets, and offers travel, forex and visa services.

Well-positioned to gain market share on the back of a strong brand franchise and a

presence across the value-chain: C&K has a history of over 250 years, making it

one of the oldest travel brands in the world. Over the years, the company has built

a strong brand franchise for itself in overseas markets as well as in India. The

travel market is highly fragmented, with a large number of travel agents catering to

most of the demand. We believe that C&K's strong brand, coupled with services

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across the value-chain (inbound and outbound), would act as a key driver in

garnering a higher market share in the future.

BUSINESS PROMOTION (MARKETING)

To run the business smoothly it is very important for the company to continuously

promote and expand its business activities. The intent to run the business smoothly

laydown certain guidelines towards the achievement of this objective. They are:

1. ADVERTISEMENTS:

Head office/Branch office/Franchise store will whenever deemed necessary and

appropriate advertise in the national/local news papers and/ or souvenirs/

magazines for:

a) Induction of managerial staff.

b) Recruitment of skilled employees.

c) Occasional publicity for projecting good image of company.

d) For procurement of new products and packages

While releasing such advertisements under mentioned points should be given due

consideration:

a) Economy of expenses

b) Brief but effective exposure.

c) Attractive image representation.

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2. BUSINESS SURVEY:

Regional/Branch offices shall, either on their own initiative or on instructions

from the head office, conduct occasional, but programmed and structured

surveys of market and competitors. However, before or while conducting these

surveys, following points should be taken into consideration.

a) Assessment of business prospect in the area.

b) Whether area is untouched by other competitors especially “THOMAS

COOK”

c) Employee-customer relationship in the area.

d) Insurance and Foreign tie-ups should be covered

e) Culture environment and language of different countries in packages.

f) Available of customers locally.

g) Assessment of customers need as per the products and services.

h) Fire fighting facilities available.

k) lexibility in packages as per customers requirement

STATEMENT OF PROBLEM

The study is done to find out the perception o f customers on comparing COX

AND KINGS and other competitive brandsCox & king Page 68

To find out the additional features and that could added to cox & king to make to it

more effective.

KINGS compared to any other competitors.

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COX & KING’S PROFILE

Cox & Kings is the longest established travel company in the world. It’s

distinguished history began in 1758 when it was appointed general agent to the

regiment of Foot Guards in India under the command of Lord Lignier. By 1878,

Cox & Kings were agents for most British regiments posted overseas, including the

Royal Cavalry, Artillery and Infantry, as well as the Royal Wagon Train and the

household Brigade. The Royal Navy was next and in 1912, The Royal Air Force

came under is wings.

Between the 1750’s and the 1950’s Cox & Kings was witness to an exciting

era in Indian history and, in its own way, helped to shape it. In 1947, the British

administration departed, but bound by strong ties to India, Cox & Kings stayed and

flourished. By the 1970’s foreign companies were obliged to limit their investment

in India, at which time the Taj Group of Hotels acquired a substantial interest in

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the company. Today, Cox & Kings India is a premium brand in all travel related

services n the subcontinent.

Cox & Kings India is a branch with its headquarters in London. The other

international branches are located in New York and Tokyo. Cox & Kings India

holdings are Cox & Kings Travel Limited (London) 40%, The Taj Group of

Companies (40%) and Individuals (20%). Cox & Kings India has its head office in

Bombay and regional offices in New Delhi, Madras and Bangalore. Cox & Kings

India has an annual turnover of US$ 40 million.

THE PRINCIPAL SERVICES OFFERED BY THE COMPANY ARE:

(a)BUSINESS TRAVEL:

Cox & Kings are the market leaders in business travel services in India, offering

a full range of business travel services to over 150 corporate clients, including

major multinational companies. Its strength in these areas was evident when the

world’s largest conglomerate in travel – Business Travel International (BIT)

selected Cox & Kings as their Indian partner. BTI partners have a combined annual

turnover of over 15 billion US dollars in airline passenger sales alone and, with

offices in 60 countries, are the only integrated global network serving the corporate

world.

(b)INBOUND TOURISM:

Cox & Kings operate a wide range of group and individual tours throughout the

subcontinent for clients from all over the world. Renowned as an Indian tour

specialist, Cox & Kings looks after every aspect of the tour arrangements for over

15,000 foreign tourists every year. The company’s close corporate association with

the leading hotel group in India, The Taj Group of Hotels and the Gateway chain

of hotels have strengthened company’s position as India’s leading inbound

operator. Cox & Kings is the only Indian tour operator which understands the

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European Community directives on holiday products and offers to European tour

operators a guarantee to provide client handling standards conforming to the

European Community norms.

OUTBOUND TOURISM:

India is perhaps one of the largest potential outbound tour markets in Asia. In a

total market segment of 44 million people (5% of India’s population) with the

socio-economic profile to travel overseas on leisure tours, Cox & Kings has a

niche n this fast expanding market. Leading leisure product brands including

Insight Tours in Europe, Domenico Tours in the USA and Royal Cruise Lines,

Abercombie & Kent’s African Safaris have accordingly selected Cox & Kings to

represent them in India.

(c) DESTINATION MANAGEMENT:

Though a late entrant in this fields, Cox & Kings is today India’s market leader

in destination management. In the year 1993/94, Cox & Kings looked after the

arrangements for over 40,000 foreign participants visiting India to attend

international meetings or for incentive purpose, large pharmaceutical companies’

incentive programmes. Cox & Kings are appointed ‘Official Travel Agents’ for

several large and prestigious international conferences. Cox & Kings has also

become a specialist in the handling of foreign cruise ships, which include Indian

ports as part of their programme.

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COX & KINGS – INDIA

India is another cultures another world. A visit to India can be the holiday of

a lifetime, a great experience, something your clients will never forget. It is

important for the visiting tourist to know that India is a vast subcontinent with a

rare admixture of races, people languages, customs and traditions. Few destinations

in the world cover such a wide spectrum.

To the north of India are the world’s highest mountains, the mighty Himalayas,

offering havens of unmatched beauty against a backdrop of snow-clad mountain,

the highest peak in the world – Mount Everest. On the western and eastern

coastlines are virgin beaches with a tropical ambience of coconut palms and white

sands and a hinterland of lush green rice-fields and meandering rivers. There are

secluded island resorts with rain forests and coral reefs. To the south are

backwaters, lagoons and waterways, lagoons and waterways of great beauty, and

forests with a wide range of flora and fauna. The sub-continent extends 3220km

from north to south and 2930km from west to east. A land frontier of over

15,260km with a coast line of abut 6100km. A population of 800 million, making it

the world’s largest embodies the resolve to secure for all citizens Justice social,

economic, and political, Equality of status and opportunities and Fraternity.

There are, besides, excavations and monuments covering millennia in

history to remind the visitor of a multi-faceted, multi-religious country where the

aesthetic sense in Man and his spiritual fervour have combined to produce works

of at that are among the most beautiful in the world. 5000 years of continuing

civilization from the Indus Valley to the forests of Sunderbans, that is the magic of

India. The history of India goes back these 5000 years, making it one of the oldest

cultures of the world. The outstanding feature of this civilization is that it has come

down to us without a break unlike most other ancient civilization. Only India and

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China can boast of unbroken civilizations reaching back into antiquity. Even today

many ‘vedic’ hymns used in daily prayer are nearly 3500 years old and unaltered

from the original.

India is not just the Taj Mahal, acclaimed as one of the Seven Wonders of

the World, India goes beyond the Taj Mahal. It is the only destination which offers

to the visitor the widest range of choices, from culture to archaeology, from beach

holidays to wildlife safaris, from mountain climbing to deep sea diving all in one

land – India. All for the best value of money, a holiday in India is the best

compared to any other parts of the worlds, where else can your clients live in old

palaces in style like the ‘maharajas’ for just over US$ 100.

COX & KINGS’ – INDIA TOURS

We mentioned earlier India is a sub continent with a land frontier of over

15,260km and a coastline of about 6100km not to mention islands big and small all

under one nation – India. So it is but natural that the choice of India – Tours will be

as varied ad wide as the land. So what ever be the interest of your client, you are

sure to find a tour of his linking in INDIA.

CULTURAL TOURS:

India the seat of 5000 years of uninterrupted civilization, offers to the visitor a

wide variety of cultural tours, from festivals such as the famous ‘Cattle Fair’ –

Pushkar in the desert kingdom of Rajasthan, to the ‘Boat Festival-Onam in Kerala.

Cox & Kings’ cultural tours will be an eye opener for even the repeat visitor to

India. Our tours include the ‘off-track highlights’ only to make certain that your

clients will have product pluses that only you can offer.

HISTORY & ARCHAEOLOGICAL TOURS:

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Monuments, excavations, covering millennia in history will remind your client of

the rich history that is India. For the first time visitor, the beauty of the Taj Mahal

is a never to forget memory. From ancient temples to mosques to churches (some

of the first ones in Asia) all can be fitted into an exciting holiday.

ADVENTURE TOURS:

Everything about India is not old and ancient, there exist with the centuries old

monuments a young and vibrant India. Hand gliding in the base mountains of the

Himalayas in Himachal Pradesh, White River Rafting in the mighty river Ganga

where the rapids reach scales suiting the amateur to the professional. Uncharted

skiing in the Himalayas to gently slopes. Deep water diving in the Andaman

Islands, India can be a lot of adventure. Cox & Kings ensures that while it is

adventure that the client buys, behind the scene is meticulous planning to see to it

that there is not ‘mis-adventure’

GOURMET TOURS:

Did anyone say all Indian food is curry. Then try the Cox & Kings gourmet

tours. From the food of the warriors of the North West Province to the food of the

‘nabobs’ of Lucknow. From the food of the sea faring Goans to the food of the

Nizams of Hyderabad. Cox & Kings have specialized to be the ‘Indian Gourmet

Tours’ experts. Little wonder that when it comes to organizing special tours for the

International Wine & Food Society or Jeunes Restaurateur D’ Europe’s 20th

anniversary tour, the tour operator is Cox & Kings.

WILDLIFE TOURS:

At no other destination will your clients have a choice of 49 National Parks

& Sanctuaries that are there in India. Cox & Kings operates specialized wildlife

tours with leading India naturalists as guest lectures. From the Royal Bengal Tiger,

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the Asiatic Lion, to the Siberian Crane, Cox & Kings can custom make a wild life

tour depending on your clients area of interest.

BEACH HOLIDAYS:

Either as a stand alone product or as an add-on to a tour, Indian Beach

Holidays are full of sunshine, surf and fun, and the best part are virgin beaches.

Miles and miles of the Indian coastline offers unique beaches, unspoiled

uncrowned.

ISLAND’ TOURS:

Did anyone of your clients want the ‘Robinson Crusoe’ experience. Send

them to India, all complete with their Man Friday. A choice of small to large

islands on the Indian Ocean, the Bay of Bengal or the Arabian Sea, Island Tours in

India is really an experience.

SPORTING TOURS:

Indian offers some of the world’s best golf courses, designed by famous

architects, golf holidays are at their best when they are in India. Where else in the

world can your clients play golf with the majestic Himalayas as a back-drop or a

golf course with ancient Mughal monuments with peacocks! That’s golfing in

India. On sporting events, The Himalayan Car Rally (a early event) has always

attracted the motoring enthusiasts worlds over.

RAIL TOURS

If Europe has the Orient Express and the Andalus Express, the ultimate

luxury of romancing the rails with a steam locomotive is only in India, The Palace

on Wheels; befitting its name, the Palace on Wheels is a super luxury train doing

an extensive circuit in the desert kingdom of Rajasthan, old railway carriages of

the former Maharajas are now available for the tourist, complete with a lounge,

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dinning room, bar, the sleeping compartment is spacious, and has the old world

touch of luxury. Cox & Kings can also design exclusive tours around India by

train, many sectors have steam locomotives, a few parts of the world where your

clients can have the experience of steam traction.

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COX & KINGS – ACHIEVEMENTS:

Cox & Kings is the only Indian company to conform to the European

Community standards. Over years of servicing Cox & Kings own international

offices in London, UK the Indian branch has developed a quality of service

which will ensure that you do not face any difficulties in mentioning that your

‘tour product’ in India strictly conforms to the stringent European Community

standards.

Cox & Kings is the only Indian company to offer you 24 hours, 365 days a year

service. For we believe that you or your clients may require to contact us at any

time of the day or night. With international time differences, and the

requirement to cater to any emergency situation, just one call to our 24 hours

service telephone number will ensure the job is done.

Cox & Kings is the only Indian company which will allow you total computer

reservation service compatibility, we were the first Indian Travel Agency to

bring into India the Galileo CRS. For your groups as well as your FIT’s , que-

in on the Cox & Kings CRS for error free travel arrangements.

Cox & Kings is the only Indian company which offers you a state of the art

electronic communication a GEMS. 400 electronic mail system allows you to

dial up Cox & Kings and transmit any of your computer files. This is the most

cost effective international communication.

Cox & Kings is the only Indian company to have a highly sophisticated inbound

tourism management computer software. This software permits Cox & Kings to

efficiently process your requirement from pre tour planning to during tour Cox

& Kings, for example, provide you with cost effective pre tour planning for

your ad-hoc groups and tailor made FIT programmes, let you know on a

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particular day the movement of your clients. Post completion of your tour Cox

& Kings can provide you with MIS reports on how each one of your tours fared

in terms of hotel nights, domestic airline mileage’s etc. all in order to make

your operation cost effective and error free.

Cox & Kings is the only Indian company to offer you allocations with the Taj

Group and other hotel chains. So next time you are having a problem with a

confirmation at Rambagh Palace, Jaipur, Lake Place, Udaipur, or the Fort

Aguada Beach Resort, Goa during Christmas or New Year, Taj Mahal,

Bombay, Taj Mahal, New Delhi, just call Cox & Kings.

Cox & Kings is the only Indian company which uses quality surface transport.

Our transport be it a car or a motor coach, has neat interiors, highly trained

drivers, with comprehensive insurance covers on unlimited liability, all to

ensure your clients get the best and most comfortable travel whether its an

airport transfer or an excursion.

Cox & Kings is the only ‘forward thinking’ Indian company, for we believe that

in order that you keep ahead in your business from your competitors, we will

provide you at our cost, a team of ‘Product Development’ professionals, who

will on an on going basis ensure that your ‘product’ is way beyond your

competitors. New innovative tours, unique selling propositions, and updated

product information. Cox & Kings will provide you with vital information no

matter how insignificant it may seem to be such as the closing down of a hotels

swimming pool for maintenance.

Six Inbound Tourism locations in key areas such as New Delhi, Bombay,

Madras, Bangalore, Jaipur and Goa. Supplemented by over 40 associated

offices all over India. So wherever your clients are in India, there will always be

a professionals friendly Cox & Kings personnel to look after them.

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COMPENSATION

Salaries are paid to all employees on a monthly basis and transferred into the

employees’ bank account on or by 7th day of next month.

Arrangement is made by the company to open bank account for all the

employees with a specified bank, where the company transfers the salaries. On

receiving the pay slip an employee should check to ensure that the amount paid is

correct. Any discrepancies are to be reported to the personnel department.

Compensation for the executives includes:

Basic + HRA + DVA + Conveyance = Total

Where HRA = House rent Allowance

VDA = Variable Dearness Allowance

Compensation for managers /Head of the department includes:

Basic + HRA + Conveyance (against reimbursement) = Total

While fixing the pay of an employee the management takes into consideration 4

points:

1) Union management

2) Minimum wages

3) Company’s profit

4) Market i.e., pay in the same industry

Increments in salaries will be given to employees once in a year (in April) as

applicable at the sole discretion of the management. The increment if any are

always subject to continued satisfactory work, behavior and attendance of the

employee concerned. In Cox & Kings there is an incremental committee consisting

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of the personal manager, general manager, and the concerned head of the

department who takes the final decision for the increment. Increment depends upon

the performance appraisal of the executing/managers.

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RETIREMENT AND RESIGNATION

RETIREMENT POLICY:

An employee shall retire at the age of 58 or earlier on medical grounds. The

management may grant extension to an employee at its discretion.

RESIGNATION FROM SERVICE:

At any time before the expiry of the probationary period, the employees

service may be terminated either by the company or by the employee without

assigning any reason or salary in lieu there of however, either side on a months

notice in writing or salary may terminate the services of a permanent employee

thereof.

EXIT INTERVIEW:

The employee leaving the job has to fill in the “Exit interview” form

mentioning the reasons for leaving the job.

TERMINAL BENEFITS:

CONTRIBUTORY PROVIDENT FUND:

Both the employer and the employee contribute @ of basic + DA to the

fund. Company’s contribution is paid to the employee only after the completion of

5 years service, if he/she decides to leave the services of the company.

GRATUITY:

An employee is paid gratuity emoluments which is inclusive of Basic pay +

DA at the time of retirement of each completed year of continuous service, subject

to ceiling limit of Rs. 250000. An employee will however be eligible for gratuity

only on completion of five years of service except in case of death or retirement.

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LEAVE RULES

Each permanent employee who has completed one full year of continuous

service is entitled to 22 days privilege leave. Privilege leave can be accumulated up

to a maximum of 66 days. Privilege leave can be availed only twice in any

calendar year. Any holidays occurring during the leave period is treated as part of

that earned leave. Application for privilege leave should be submitted to the

department head atleast tow weeks prior to going on such leave.

CASUAL LEAVE:

Casual leave of 12 days is given in every calendar. Casual leave is untended

for urgent business or unforeseen circumstances. Normally all requests for casual

leaves are applied for in advance.

SICKNESS LEAVES:

Sickness leave of 12 days for every calendar year is encashable for only

those employees not covered under ESI act.

MATERNITY LEAVES:

Female employees are given 90 days leave as per maternity benefit act.

THE HRD POLICIES

We visualize creation of cohesive work groups and will foster and reinforce our

team identity.

We seek to achieve organizational growth and development through our people.

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We will maximize opportunities for the self development and career growth of

our people.

We are committed to enabling people to achieve their peak potential.

We are always ready to assist our people in overcoming weaknesses and

maximizing their strengths.

We believe that every one of our people always wants to give his best and we

will provide the means to enable him to do so.

We will facilitate participation of and contribution by each individual.

We will define roles clearly, empower people to take decisions and calculated

risks.

Creation and sustenance of an informal work environment will help people to

do there best and re-effective.

We will always look up to our people for achieving our targets and surpassing

them.

THE HRD ROLE

CONTRIBUTING TO ORGANIZATIONAL EFFECTIVENESS

THE MISSION STATEMENT:TO PLAY IN ACTIVE ROLE IN, AND

CONTRIBUTE EFFECTIVELY TO THE ACHIEVEMENT OR

ORGANIZATIONAL OBJECTIVES.

THE MISSION OBJECTIVES:

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Creating and sustaining and organizational design and culture, which as geared

to motivate people and teams to put in their best.

Creating and sustaining a people friendly, and result sensitive environment.

To facilitate individuals and teams in their efforts to optimize self and each

others capabilities and function effectively as harmonious parts of the

organization.

To foster co-ordination, co-operation among teams as well as individuals. To

inculcate a sense of concern and commitment to organizational objectives.

To seek fulfillment of the needs, aspirations, and objectives of individuals,

teams and the organization.

Designing and implementing personnel policies and systems that are simple,

clear and effective in human resource management and development.

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THE HRD MISSION

INSTRUMENTS FOR ACHIEVING HRD GOALS

Sense of mission Job design Motivate Base training

Respect and trust HR planning Team work Core training

Equal treatment Requirement Group think Supplementary

training

Participative Quality manpower Open

communication

Potential

assessment

Innovation Performance

management

Employee relations Career

management

Work environment Succession

planning

Recognition Job enrichment

Quality Reward systems Discipline Self

development

Proactive

leadership

Industrial relation High responsibility Self

actualization

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ACTIVE ROLE IN THE ACHIEVEMENT OF GOALS

EFFECTIVE

CULTURE

PERSONAL

SYSTEMS

PERSONAL PRACTICES TRAINING & DEVELOPMENT

Positive attitude Welfare activities Role clarity Growth

opportunities

Value driven Communication

system

Job satisfaction

Concern &

sensitivity

HR data base

Customer oriented

Result oriented

Competitive

Develop

commitment

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HUMAN RESOURCE MANAGEMENT

PROCESS IN COX & KINGS

MANPOWER PLANNING AND BUDGETING IN COX & KINGS

PROCEDURE FOLLOWED:

1) Every department in the company, before the end of the year, reviews the

adequacy or otherwise the available manpower with reference to the tasks and

targets in qualitative and quantitative terms to the personal department.

2) Based on the requirements of additional manpower, plan for the financial year

is prepared jointly by the planning and personal department of the department

for the division as a whole, giving specific details for each post other than

casual post and justification thereof. This manpower plan contains detail of

expenditure involved, which forms as part of the overall manpower budget of

the division.

3) An annual budget is to be board of directors.

4) On approval by the board, these manpower plans will contribute sanction for

creation of posts including pasts of trainees and forms the general basis of

recruitment during financial years.

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OBJECTIVES OF STUDY

The objective of the study can be classified as follows:

Critically examine the adequacy and completion of the facilities to encourage

Customer to select COX AND KINGS

SCOPE OF STUDY

encountered by COX AND KINGS which is a business that deals solely with

different clients Scope of study is to showcase all the supports, challenges

and opportunities

To study the working of each department of COX AND KINGS and to see

the

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problem faced by them and finally to throw light on areas of improvement

possible.

LIMITATION OF THE STUDY

Feedbacks of the some clients were not up to the mark.

Due to the peak season customers were busy to give feedbacks for my

Questions.

The study captures only Marketing department. So it is difficult to

collect the data from all the department which is not possible in this

short time duration.

Swot Analysis of Tourism industry in India

STRENGTHS

a. India's geographical location, a culmination of deserts, forests, mountains, and

beaches.

b. Diversity of culture i.e. a blend of various civilizations and their traditions.

c. A wealth of archeological sites and historical monuments. Cox & king Page 92

d. Manpower costs in the Indian hotel industry are one of the lowest in the world.

This provides better margins for the industry.

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WEAKNESS a. Lack of adequate infrastructure. The airlines in India, for

example, are inefficient and do not provide basic facilities at airports. The road

condition in India is very bad.

b. A xenophobic attitude among certain sections of people. c. No proper marketing

of India's tourism abroad. Foreigners still think of India as a land of snake

charmers. There are many places where the image of India is one of poverty,

superstition, and diseases. The case of Plague in Surat in 1994 led to a decrease of

36% in arrival of foreign tourists in India.

OPPORTUNITIES

a. More proactive role from the government of India in terms of framing policies.

b. Allowing entry of more multinational companies into the country giving us a

global perspective.

c. Growth of domestic tourism. The advantage here is that domestic tourism and

international tourism can be segregated easily owing to the difference in the period

of holidays.

THREATS

a. Economic conditions and political turmoil in other countries affects tourism.

b. Political turbulence within India in Kashmir and Gujarat has also reduced tourist

traffic.

c. Aggressive strategies adopted by other countries like Australia, Singapore in

promoting tourism.

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Cox & King’s Customers Positioning & Segmentation

Users of Tourism Services

The users of tourism services can be categorized in a number of ways.

One such way of classifying the users is by dividing them into categories such

as General, Sex, Region, Education, etc.

1. General: Domestic, Foreign

Kids, Teens, Youths, Seniors

Students, Executives, Artists

Politicians, Movie stars

2. Sex: Men, Women

3. Region: Rural, Urban

4. Education: Literate, Illiterate

5. Status: Rich, Poor

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6. Profession: Executives, Academics, Sportsmen, Artists

7. Occupation: White collar, Blue collar

Another method of classifying users of tourism services is on the basis of the

frequency of usage of services.

1. Non-users: They lack the willingness, desire and ability (income & leisure

time).

2. Potential Users: They have the willingness but the marketing resources have

not been used optimally to influence their impulse.

3. Actual Users: They are already using the services generated by the tourist

organizations

4. Occasional Users: They have not formed the habit of traveling

5. Habitual Travelers: They have formed a habit and avail of the services

regularly.

Need For Segmentation

Consumer behavior can be defined in psychological terms as the whole range of

the generation of wants and their transformation into buying or using decisions.

Users have values, perceptions, preferences and expectations which are the

result of environmental influences. There are a number of factors that influence

the behavioral profile of consumers.

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Segmentation

Though there are a number of bases for

segmentation of tourists, one of the most

important is Lifestyle. Traveling decisions

are fantastically influenced by changing

lifestyles. They are also affected by other

factors such as level of income, availability

of leisure time, etc. BASE OF

SEGMENTATION

CATEGORI

ES

Holiday Mass market

Popular

market

Individual

market

Demand Primary

Secondary

Opportunity

Classification Of Services in Inbound Services

ON THE BASIS OF THE END USER

The end user for Tourism Services is always the CONSUMER, and therefore on the

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basis of the end user, Tourism Services fall under the category of ‘Consumers’.

However these consumers may vary, which is why Tourism Services also differ.

SERVICE PRODUCT CONTINUUM

As per the Product-Service Continuum, Tourism Services fall under the category

of “Goods + Services”. The core product is the destination, which is purely

intangible. However, tourism is linked to a number of tangible goods such as

souvenirs, cuisine, etc which constitute an important part of any vacation or

holiday any consumer might take. Therefore it cannot be classified as only

services, and falls under the category of “Goods + Services”.

PEOPLE BASED SERVICES

Tourism Services are high contact services, as people interact with people at

virtually EVERY stage of the way. Tourism services are very people-oriented

services, and the service people are plenty and have high contact with the

consumers. The consumer interacts with a myriad of service people starting from

when he books his ticket and throughout the course of his holiday.

EXPERTISE

Tourism Services are mostly professional services. The service people include

travel agents, tour operators, hoteliers, caterers, tour guides, etc. Almost all of

these people are trained and are professionals. They might be trained by

professional institutes (IATA, IITM, etc.) or by the agency/company they are

working for (COX & KING’s).

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ORIENTATION TOWARDS PROFIT

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All Inbound Services are commercial, and are undertaken with a view to earn

profits.

Market Presence of Cox & King’s

Cox and Kings’ registered office is situated in Mumbai, India with 255 points of

presence covering 164 locations through a mix of branch sales offices, franchised

sales shops, General Sales Agents (GSAs) and Preferred Sales Agents (PSAs).

Cox and Kings’ have 14 branch sales offices located in Mumbai, New Delhi,

Chennai, Kolkata, Bangalore, Hyderabad, Ahmedabad, Jaipur, Kochi, Pune,

Nagpur and Goa.

Besides, Cox and Kings also operates through 56 franchised sales shops spread

across India to have larger access to our customers. Further, they have an extensive

network of 185 GSAs and PSAs covering all major towns and cities of India.

Cox and Kings has a global presence with its operations in 18 countries besides

India through subsidiaries, branch offices and representative offices. They have

subsidiaries in UK, Australia, New Zealand, Japan, US, UAE and Singapore and

operates from Moscow (Russia), Maldives and Tahiti through our branch offices

and Spain, Sweden, Germany, Italy, France, Taiwan, South America and South

Africa through our representative offices.

The company through its subsidiary in Australia has acquired Tempo Holidays,

one of the leading wholesalers in the Australian outbound tourism market.

CKIL’s subsidiary, Quoprro Global Services Pvt. Ltd., acquired in 2008 accepts

and processes visa applications from foreign nationals applying for Indian visas in

Greece and Singapore.

Recently, they got further approvals from the diplomatic mission of India in Hong

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Kong.

In 2009, CKIL acquired the East India Travel Company in North America, one of

the top three source markets for the Indian subcontinent

Further, they have presence in overseas markets through a network of GSAs and

PSAs covering other countries enhancing our global presence.

Research Methodology

Research Design:-

Conceptual structure with research must be conducted. The preparation of such

design facilitates research to be as efficient as possible and yields maximum

information.

Research Objectives:-

.

To know different customer retention, customer acquiring and customer

relationship building processes.

To known the satisfactory level of the customers.

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To know the influence of services provided by COX AND KINGS on it’s business.

To identify factors, affecting customer satisfaction.

To suggest some techniques to improve customer satisfaction.

In this study, no analysis of data is made as the data available are already analyzed

one and are present in the graphical manner in published reports. So

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no statistical tools are used in this study. But explanatory research has been made

where data are interpreted to get some findings.

Source of Data:-

The task of collecting data begins offer a research problem has been defined and

plan in chalked out. This study pertains to collection of data from primary and

secondary.

Primary Data:-

Data are called for the first time for a specific purpose in mind using the

questionnaire methods. Questionnaires through personal contact and telephone

call.

Secondary data:

This refers to information that has been collected earlier by someone else often

including printed or published reports, news items and company invoices. It also

includes internal documents like invoices, sales report, and payment history of

customers and dispatch record.

Information Required:-

The services provide by franchise store of COX AND KINGS (franchise

department).

Facilities provided to the Customer of COX AND KINGS.

Influence of positive referrals on the customer growth and sales made through new

customers added.

Advantage of implementation of Office Desk Data.

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Research Plan:-

Data source : - Primary & Secondary

Research instruments : - Interviews

Contact method : - Direct / person./Telephone/e-mail

DATA ANA ALYSIS AND IN NTERPR RETATION

Table 1-Duration n of custom

mers 1-6 month hs

35

6-12 mon nths 45

12-18 mo nths 15

18-24 mo nths 5

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Table 2-Influencing Factors for

Clients & Friends

15

Follow ups 5

e-mails 10

Cox a and kings webs site 70

Table 3-Reasons for preferring

Cox and Kings Customer

75

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relation

Attractive packages 10

Service 10

Pricing 5

Table 4-Demand for service es

Always

90

Sometime es 10

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Table 5-Expectaations from

the company Services

60

Pricing 5

Packages 15

Accommodations 5

Excursion 15

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Table 6-Satisfaction level

Highly

Highly satisfied

60

Satisfied 30

Average 5

Not satisf fied 5

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FINDINGS

1. 65% of the clients are using the services frequently.

25% of the clients are using the services very frequently.

5%of the clients are using the services occasionally.

5%of the clients are using the services rarely.

2. 35% are clients since 6 months.

45% are clients since 12 months.

15% are clients since 18 months.

5% are clients since 24 months.

3. 15% of the clients are influenced by Friends.

5% of the clients are influenced by follow ups.

10% of the clients are influenced by e-mails.

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70% of the clients are influenced by Cox and Kings Website.

4. 75% of the clients are using services of Cox and Kings due to customer relation

or treatment.

10% of the clients are using services of Cox and Kings due to attractive packages

and excursion.

10% of the clients are using services of Cox and Kings due to good service.

5% of the clients are using services of Cox and Kings due to pricing.

5. 90% of the clients agree that Cox and Kings always fulfill the order according to

their need.

10% of the clients agree that Cox and Kings sometimes fulfill the order according

to the need.

6. 60 % of the clients emphasizes on the quality of services.

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5 % of the clients emphasizes on pricing of services.

15% of the clients emphasizes on accommodations.

5 % of the clients emphasizes on price of packages.

15 % of the clients emphasizes on excursion.

7. 60% of clients are highly satisfied with the quality of the services.

30% of clients are satisfied with the quality of the services.

5% of clients are average with the quality of the services provided.

5% are not satisfied with the quality of the services provided.

8. 15% of clients are highly satisfied with the price of the packages provided.

20% of clients are satisfied with the price of the service provided.

45% of clients are average with the price of the services provided.

20% of clients are not satisfied with the price of the services provided.

9. Majority of the clients has given satisfactory rate over its competitors.

10. Though clients prefer comparing competitors pricing but gets attracted towards

quality packaging and services being provided by Cox and Kings.

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SUGGESTIONS

Promotional strategies should be followed on mass basis

SWOT ANALYSIS should be done on regular basis

Employees performance should be monitored

Market research should be given priorities to overcome threats

Regular surveys should be done in order to estimate customer’s satisfaction level

Proper working environment should be provided in order to provide ease to

employees as well as customers

24*7 facility should be provided to welcome customer at any instant time

A good communication channel should be maintained

Regular FOLLOW UPS is required to be carried on

Group tours should be provided with proper assistance and guide throughout the

tour

Regular updates of the services and products should be communicated to loyal

customers

Strong competitive strategies must be followed against the competitors especially

“THOMAS COOK”

Regular appraisal should be followed for the employees in order to get the

maximum output from them

Number of days and nights should be increased to optimize the level of experience

Franchisee department should emphasize on increasing more number of stores for

mass accessibility of customers

Franchisee stores must be monitored and regulated on regular basis for providing

greater assistance and documentation.

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Conclusion

COX & KING’S has a very good reputation in the industry.

People are more aware about Cox and Kings than Thomas Cook, KUONI, SITA,

and MAKE MY TRIP.

In small cities there is more potential of ticketing than package tours.

There is less number of people who book their tour ticket through travel agents.

Middle class people should not be considered as a major customer group who are

interested in package tour.

COX & KING’S is one of the dominant in the industry.

COX & KING’S global presence has also strengthened its position in India.

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Future Plans Of Cox & King’s

COX & Kings is set to expand its foreign exchange business to more centres in

India

Cox & Kings has come out with its package for Europe and packages for the US

and Far East on mass basis.

The Indian Railways Catering and Tourism Corporation (IRCTC), and Cox and

Kings India Ltd., (CKIL), have signed a Joint Venture agreement to set up a

company called the Royale Indian Rail Tours Ltd., to manage and operate the first

pan-India luxury tourist train.

Efforts are being made so that online and offline business models would

complement each other in a very effective manner in future

Expecting a huge and unprecedented jump in the outflow and inflow of tourists in

the country, the Cox and Kings, has decided to expand its operations in India.

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BIBLIOGRAPHY

www.coxandkings.co.in

www.wikipedia.coxandkings.org

www.financialexpress.com

www.digitallibarary.com

www.thehindubusinessline.com

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QUESTIONNAIRE

TITLE: CUSTOMER SATISFACTION AND THEIR RETENTION

Personal Details:

Name:-

Age:-

Address:-

Contact no.:-

QUESTIONS:

1) Are you loyal customer of Cox and kings?

1)1-6 months 2) 6-12 months 3) 12-18 months 4) 18-24

months more

2) If you are the regular client of Cox and Kings then what was your last package?

…………………………………………………………………………………………

…

3) Who influenced you to avail services of Cox and Kings?

1) Friends follow-ups 2) e-mails Cox 3) Kings

websites

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4) Many tours and travels companies are there in then why you want to be a

regular customer of Cox and Kings?

1) Customer relation 2) attractive packages 3)

services pricing

5) Is Cox and Kings fulfilling your demand according to your need?

1) Always 2) Sometimes 3) Rarely

6) What is your expectation from the Cox and Kings while using services?

1) Services 2) pricing 3 packages 4) accommodations

5) Excursion

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Others if any…………………………………………………………………………

7) Are you satisfied with the Quality of services provided?

1) Highly satisfied 2) Satisfied 3) Average

4) Not satisfied

8) Are you satisfied with the price of packages?

1) Highly satisfied 2) Satisfied 3) Average 4) Not

satisfied

9) Why you prefer Cox and Kings over any other tours and Travel Company?

1) Quality 2) Price 3) services 4)

Customer treatment

10) How will you rate Cox and Kings over its competitors?

1) Excellent 2) Very good 3) Satisfactory 4) Poor

11) Would you like to continue availing services from Cox and Kings?

1) Yes 2) No

12) Are you satisfied with Cox and Kings packages and services?

1) Highly satisfied 2) Satisfied 3) Average

4) Not satisfied

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13) Do you recommend this brand to others?

1) Yes 2) No

If no then why

……………………………………………………………………………………

…………

……………………………………………………………………………………

…………

……………………………………………………………………………………

…

14) What is your opinion about Cox and Kings?

………………………………………………………………………………………

………

……………………………………………………………………………………

…………

……………………………………………………………………………………

…

DATE:

PLACE: SIGNATURE

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