"CRM Jet Airways"

April 17, 2023 © Group No 1 CRM 1

CUSTOMER RELATIONSHIP MANAGEMENT

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2© Group No 1 CRM April 17, 2023

April 17, 2023 3© Group No 1 CRM

Company Overview

Company Name : Jet Airways (India) Limited

Airline Code : 9W

Founded : April 1st, 1992.

Commenced operations : May 5th, 1993

IATA Membership (International Air Transport Association)

Participant of the IATA Multilateral Agreement for Passenger and Cargo Traffic

IOSA (IATA Operational Safety Audit) Registration.

Hubs : Primary Hub & Maintenance Base : Mumbai

Secondary Bases : Bengaluru, Chennai,

Delhi, Kolkata, Pune. April 17, 2023 4© Group No 1 CRM

Frequent Flyer Programme : JetPrivilege

Subsidiary : Jet Lite (India) Ltd. (www.jetkonnect.com)

Destinations : 71 (20 international destinations & 51 destinations with in India)

Fleet : 100 (Average Fleet age : 5.17 years)

Website : www.jetairways.com

www.9Wagents.com

Market Share Captured : 29%



98 Airplanes in total

• Airbus330--200--(12)• ATR72 --500--(14)• Boeing737--700--(11)• Boeing737--800--(42) Airbus 330• Boeing737--900--(2)• Boeing777—300ER*--(11)

Boeing 737-700

*Includes aircraft that have been leased to other airlines

FLEETS OF AIRCRAFT


MARKET SHARE


JET AIRWAYS PERFORMANCE

Profit or (Loss) After Tax - Rs. 213.504 Cr. (2012-2013) Rs. 113.141 Cr. (2011-2012)

Average Passenger Load Factor -78.8 % (2013)

79.3 % (2012)

Average Fleet Size - 94.7 % (2013) 98.0% (2012)

JET LITE Average Passenger Load Factor - 74.8 % (2013)

77.9 % (2012)

Revenue Passengers (Rs) - 38,71,414 (2013) 47,94,658 (2012)

Frequent Flyer Program – Jet Privilege

• Jet Privilege has won Freddie Awards considered 'Oscars' of frequent flyer programmer across the world, for five consecutive years including the most coveted 'Program of the Year' Award 2007 and 2006 for the Japan, Pacific, Asia and Australia region.


Current Service OfferingsJet Privilege

JPMiles – The number of Base JPMiles earned is the direct travelled distance

between the origin and destination city-pair. JPMiles earned are based on the fare and cabin travelled.

April 17, 2023 10

Blue

Silver

Platinum

GoldBlue Plus

© Group No 1 CRM

Key features that make the Jet Privilege Program a winner

• Ease of enrolment• Five membership levels• Faster tier upgrades• Easier tier renewal• Personalized web access• Jet Privilege membership updates on SMS• Multiple mileage earning opportunities• Bonus JPMiles on e-Services• Redeem, Purchase & Transfer JPMiles • Cash Upgrade• Global partnerships



Jet Airways Special Offers

Jet Privilege OffersEarn 500 Bonus JPMiles on ticketing • e – Ticket• Interactive voice response (24X7 call center)• Mobile Ticketing • Pay Online Services

Earn 250 Bonus JPMiles on Check-in• Web Check-in• SMS Check- in• Kiosk Check-in

Corporate / SME Offers• Jet Airways collect the travel details from passengers• Customized travel requirement


Explore Australia• Discover amazing Australia • JetEscapes Holidays

eduJetterSpecial benefits for Students • Free excess baggage (30 to 69kg)• 1000 Bonus JPMiles on enrolling into the JetPrivilege Program

Concessional Fares• Student Concession• Senior Citizen Concession• Cancer Patient Concession• Visually Challenged Guests Concession• Armed Forces Concession• Youth Fare Concession• Locomotor Disability Concession

Airport Lounges – Within India• First Class or a Première guest or a Jet Privilege Platinum, Gold or Silver

card member, you can relax and enjoy complimentary snacks and beverages in our plush airport lounges.


In-flight Facilities

Cuisines:• In Domestic operations special meals, A choice of

vegetarian or non-vegetarian snacks and hot meals are offered in First class.

• Première and Economy class. All meals are cooked in pure vegetable oil. Also offer a variety of special meals.

• French Wines and Swiss Chocolates, and the finest assortment of coffee and tea.

• Continental, Oriental and Indian menus which will be served on request.

• Choice of Australian wines and liquor, comfortable seating, in-flight audio-video, brewed coffee are all available in the Economy class.


Entertainment: • It offers a virtual feast of entertainment for guests. Magazines: • A wide choice of newspapers and magazines are offered. • The monthly in-flight magazine JetWings is placed in each

seat pocket for your pleasurable reading. • Première guests may request for exclusive stationery.


Current Service Offerings

Jet Konnect

• Launched on 8 May 2009 to close down loss making routes• Divert planes to more profitable routes with higher

passenger load factors.• Started 54 flights a week, rose to 125 flights, target of 160

flights a week

Jet Escapes

• A holiday package to a particular destination• Option to earn JPMiles on each holiday availed


Current Service Offerings

Jet Mobile

• Access information such as flight status, schedules, set alerts or automatically receive flight delay messages

• Request for your JetPrivilege account details• Search for the lowest fares on Jet Airways

Jet Viva

• Interaction forum for women travelers• Modern fashion trends, spa getaways, high end cosmetics


Current Service OfferingsJet Lite

• Acquisition of Sahara Airlines• Low cost carrier• Wider reach

Jet Kerala/ Jet2IncredibleMP

• Tourism packages to Kerala and Madhya Pradesh• Special offers during summer vacations and new year


PARTNERS OF JET AIRWAYS









CUSTOMER RELATIONSHIP

THROUGH WEB SITE








Recommendations

• They should give JetPrelivege members a chance to see the cockpit and the outside view.

• They should greet passengers with birthday, wedding anniversaries on board.

• They should send wishes and greeting cards to their JetPrivelege members through e-mails.



“THANK YOU FOR FLYING WITH JET AIRWAYS”

Documents

"CRM Jet Airways"