Holiday Ambassador Opportunity_make My Trip_market.docx

RESEARCH PROJECT REPORT ON “HOLIDAY AMBASSADOR – AN ADDITIONAL EARNING OPPORTUNITY”

SUBMITTED FOR THE PARTIAL FULFILLMENT OF THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION Of PUNJAB TECHINICAL UNIVERSITY

By HARPREET KAUR Roll no- 1407092 MBA III SEMESTER

UNDER THE SUPERVISION OF Dr. SATINDER PAL SINGH

Chandigarh Business School, Landran, Mohali 2014-16

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INDEX TITLE

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DEALARATION

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ACKNOWLEDGEMENT

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PREFACE

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CHAPTER 1 ……………… MAKE MY TRIP OVERVIEW 1.1……….PLAYERS IN INDUSTRY CHAPTER 2 …………….. HOLIDAY AMBASSADOR BENEFITS EXPECATIONS BRIEFING SHEET CHAPTER 3……………. RESEARCH METHODOLOGY 3.1………….MARKETING ACTIVITIES DONE 3.2………….OBJECTIVES 3.3…………. RESEARCH DESIGN a) Universe b) Tools of Analysis c) Research Instruments d) Sample Size e) Sampling Technique CHAPTER 4…………… DATA ANALYSIS & INTERPRETATION CHAPTER 5…………… FINDINGS & CONCLUSION CHAPTER 6…………….RECOMMENDATIONS ANNEXURE REFRENCES

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DECLARATION

I, hereby declare that the research project report titled “HOLIDAY AMBASSADOR - AN ADDITIONAL EARNING OPPORTUNITY” is my own original research work and this report has not been submitted to any University/Institute for the award of any professional degree or diploma.

(HARPREET KAUR) MBA (3rd) Chandigarh Business School

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ACKNOWLEDGEMENTS I express my sincere gratitude to Mr. Kunal Jhurani Astt. Manager in make my trip and Dr. Satinder Pal Singh for providing me an opportunity to work on this project. I am very grateful for their constant support and guidance throughout the duration of the entire project. I express my sincere thanks to MR. Hitesh Katyal and our present summer internship coordinator Mr. Avnish Salvatore for their guidance and support. Lastly, I thank my parents, family members and friends for their constant support in my endeavor.

HARPREET KAUR

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PREFACE This project ‘Holiday ambassador opportunity’ of Make My Trip will give complete information about rewards and opportunities of becoming a holiday ambassador. Holiday Ambassador program is based on generating queries through personal/professional networks for those who wish to book holiday packages/hotels anywhere in India/abroad. It’s a part time opportunity where one can be associated with MakeMyTrip even while working with any other organization. Throughout the project, the focus is on presenting the information and comments in an easy and intelligible manner. This project will be helpful for those who want to know about what Holiday Ambassador is all about. At last, I gratefully express my gratitude and acknowledgment towards all the staff members of Make My Trip who supported me all the way while preparing this project.

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CHAPTER:-1 INTRODUCTION MakeMyTrip Inc. is an Indian online travel company, founded by Deep Kalra in 2000. Headquartered in Gurgaon, Haryana, the company provides online travel services including flight tickets, domestic and international holiday packages, hotel reservations, rail and bus tickets. In 2011 and 2012, MakeMyTrip made strategic acquisitions in pursuit of growth through new channels and markets in Southeast Asia. Recently, it launched Travel Apps for mobile devices. The company has been consistently recognized as one of India's best travel portals. In addition to a full-service online portal, the company also operates through 59 retail stores across 37 cities in India along with international offices in New York City and Sydney.

History MakeMyTrip was founded by Deep Kalra, an alumnus of Indian Institute of Management Ahmedabad. Prior to setting up MakeMyTrip, Deep had worked with GE Capital as vice president of business development (retail), as well as serving stints with ABN AMRO Bank and AMF Bowlinghai. MakeMyTrip was launched in the US market in 2000 to cater to the overseas Indian community for their US-to-India travel needs. The founding team consisted of Deep Kalra, Keyur Joshi (Co-Founder & Chief Commercial Officer), Rajesh Magow( Co-Founder & CEO - India, formerly Chief Operating Officer & Chief Financial Officer) and Sachin Bhatia (ex-Chief Marketing Officer). After serving a long tenure of 10 years, since the company's inception, Sachin Bhatia quit MakeMyTrip as an active member and decided to work as an independent advisor and a prime shareholder in the company. With the success of IRCTC (Indian Railways Catering and Tourism Corporation)'s online business model which enabled the Indian traveller to purchase railway tickets on the Internet, things started to look brighter for the travel market in India. This was also the time when Low-Cost Carriers entered the Indian Aviation space. MakeMyTrip started its Indian operations in September 2005,offering online flight tickets to Indian travellers. To broaden it's travel portfolio, the company also started to focus on non-air businesses like holiday packages and hotel bookings. On 13 August 2010, MakeMyTrip was listed on the NASDAQ and went public, making a debut in the US market. Trade Analysts believed that this was an encouraging sign for both the investors and other Indian firms. In 2011, the company strengthened focus on the mobile route by creating several travelrelated Apps for all types of mobile devices (Smartphone’s and basic cellphone). In the same year, MakeMyTrip also made three acquisitions, namely, Luxury Tours and Travel Private

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Limited (Singapore), Le Travenues Technology Private Limited (Gurgaon, India) and My Guest House Accommodation (New Delhi, India). MakeMyTrip other acquisitions include travel operators like ITC Group and Hotel Travel Group to enter new markets in the SouthEast Asian region in the year 2012. In June 2015 MakeMyTrip invested $3 Million Dollars in Inspirock, a vacation itinerary planning website to improve trip planner. Rajesh Magow was appointed as CEO - India in August 2013.

Mergers and Acquisitions Acquisition / Number Investment Date

Company

Business

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Luxury Tours and Travel Travel Agency Private Limited Le Travenues Technology Online travel meta August 2011 Private Limited which owns search engine Ixigo.com Budget My Guest House November 2011 Lodging/Hotel Accommodation Operator November 2012 ITC Group Tour Operator

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November 2012

Hotel Travel Group (HT Group)

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February 2014

easytobook.com (ETB)

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June 2015

Inspirock

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April 2015

MyGola

1 2

3

9 May 2011

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Travel Firm Online Hotel Operator Online Travel Planner Travel Guide Start-up

Country Singapore Gurgaon, India New Delhi, India Thailand Thailand, Singapore and Malaysia Amsterdam California, USA India

Products and Services 

Flights - MakeMyTrip provides flight tickets for travel in all major domestic, international as well as low-cost carriers operating in India. It caters to travellers for both domestic and international travel from India. Apart from this, it caters to inbound travel to India from countries like US, Canada, Singapore and UAE.

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Rail and Bus tickets - MakeMyTrip sells online rail tickets to its customers offering features like return tickets with single payment option, flexi-search and automatic alerts and updates on the availability of tickets. It also offers bus tickets across different categories like Volvo, Air Conditioned, Non Air Conditioned, Deluxe, Semi-Deluxe and Sleeper vehicles.

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Cab Service - MakeMyTrip introduced car hire services on its Indian website in May 2010. It currently provides car hire services in conjunction with holiday package bookings.

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Hotels and Packages (Holidays) - The company offers hotel reservations in India and international cities alike. There are over 13,000 hotels and guesthouses in India that can be searched and compared online on the MakeMyTrip website. The hotels range from luxury to budget accommodations. In November 2012, MakeMyTrip acquired My Guest House Accommodation to increase the overall inventory for budget rooms and service apartments. MakeMyTrip also offers a wide selection of hotels outside India. Through the acquisition of easytobook.com, MakeMyTrip now offers access to more than 184,000 hotels outside India. MakeMyTrip also offers group and customised holiday packages for popular domestic and international destinations.

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Mobile Solutions - In 2012, MakeMyTrip launched travel mobile applications (Apps) for iPhone, Android, and BlackBerry devices. The app offers services like flight and bus bookings, hotel reservations and holiday packages. It also caters to other post-purchase requirements like generating e-tickets, making cancellations, tracking status of refunds and other travel alerts. The travel itineraries available on the Apps can be shared on Facebook and Twitter.

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Route Planner - Makemytrip route planner section provides all basic required information on more than 1 Million routes in India.

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Work Culture The company has been consistently ranked among the Top 10 "Great Places to Work for in India" by the Great Place to Work® (GPTW) Institute and the The Economic Times, for four years in a row (2010 to 2013).

Leadership Team          

Deep Kalra, Chairman & Group CEO Rajesh Magow, CEO - India Keyur Joshi, Chief Commercial Officer Mohit Kabra, Chief Financial Officer Sharat Singh, Chief Technology Officer - International & BI Mohit Gupta, Chief Business Officer - Holidays Ritwik Khare, Vice President Ranjeet Oak, Senior Vice President - International Holidays Pranav Bhasin, Vice President- Mobile Yuvaraj Srivastava, Chief Human Resource Officer

Anshuman Bapna, Chief Product Officer Saujanya Srivastava, Chief Marketing Officer Sanjay Mohan, Chief Technology Officer - India

Board of Directors and Investors          

Deep Kalra, Founder and Group CEO, Make My Trip Rajesh Magow, Co-founder and CEO, India Keyur Joshi, Co-founder and Chief Commercial Officer Philip C Wolf, Chairman, PhoCusWright Inc. Frederic Lalonde, Founder and CEO, Openplaces.org Vivek N Gour, Managing Director Ranodeb Roy, CEO of RV Capital Management Private Limited, Singapore Aditya Tim Guleri, Managing Director, Sierra Ventures Naushad Ally Sohoboo, Cim Global Management Services Gyaneshwarnath Gowrea, Managing Director, Multiconsult Limited

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SWOT ANALYSIS OF MAKE MY TRIP

SWOT Analysis

Strength

1. One of the earliest market entrants 2. Presence in the international business scenario 3. Secure and trusted channel for facilitating payments 4. Attractive brand name and convenient website navigation 5. It offers services like International and Domestic Air Tickets, Holiday Packages and Hotels, Domestic Bus and Rail Tickets, Private Car and Taxi Rentals, B2B and Affiliate Services

Weakness

1.General Reluctance in customers to use internet for financial transactions like booking tickets online

Opportunity

1.Customers currently using traditional methods of bookings 2.Offer better travel packages in line with customer expectation 3.Untapped sections of international tourism market

Threats

1. Possible lack of co-ordination with tourism entities 2.Present competitors having substantial market share 3. Newly emerging online booking portals with better offerings

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OUR VALUES EXCELLENCE:We must strive for excellence in whatever we do. Focus on continuous improvement in interactions with people, efficiency of processes, and the wellbeing of the organization.

INTEGRITY:We must ensure consistency between our words and actions, always delivering what we commit. We can thereby maintain transparency, trust and accountability.

CUSTOMER CENTRICITY:We must maintain focus on our customers, both internal & external, by giving them priority. Strive to exceed their expectations in terms of the value and quality delivered.

ACCOUNTABILITY:We must feel responsible and accountable for the commitments we make and the quality of the results we deliver to all our stakeholders.

INNOVATION:We must continually apply intelligence, reason and technology to our work and environment. This allow us to take informed risks & champion new ideas to improve our business as well as the community.

TEAMWORK:We must foster an environment wherein we can efficiently utilise the abilities of all team members to achieve goals. We should work on the premise that the whole is greater than the sum of the parts.

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FUN AT WORK:We must create and maintain an atmosphere of fun while at work, making work a happy place we can all look forward to.

EMPOWERMENT:We must give fellow colleagues the opportunity and freedom to think and act in ways that will allow them to get the job done, and yet be consistent with the processes laid down.

PASSION FOR WINNING:We must have a "can do" attitude, not take "no" for an answer and believe that nothing is impossible. This will allow us to work relentlessly toward achieving our goals and honouring our commitments.

RESPECT FOR PEOPLE:We must give everyone, with whom we interact, respect and consideration.

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MAKE MY TRIPS OFFERING

 International and domestic air tickets.  Holiday packages and hotels.  Domestic bus and rail tickets.  Private cars and taxi rentals.  MICE (meetings, incentives, conferences, exhibitions ).  B2B and affiliated services.

Marketing Mix Analysis 4 P’S

4 O’S

4 A’S

4 C’S

PRODUCT

OBJECT

ACCEPTIBILITY

CUSTOMER NEED

PRICE

OBJECTIVE

AFFORDABILITY

COST TO USER

PLACE

ORGANIZATION

ACCESSIBILITY

CONVENIENCE

PROMOTION

OPERATIONS

AWARENESS

COMMUNICATION

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4 P’s Analysis

PRODUCT:International and Domestic air tickets Hotel Packages to different destination within India and international Hotel booking in different destination both within India and International destination Railway ticket Private and taxi rentals MICE (Meetings. Incentives, conferences and Exhibitions)

PRICE:Showing the best price offers the customers can get in different airlines/railways/buses/cars. Agents are not allowed to take extra commission.

PLACE:Internet marketing /e-business. Dedicated 24X7 customer care support and they have offices in 20 cities across India and 2 international offices in New York and San Francisco.

PROMOTION:Promotion in all social sites like Facebook, Twitter, You tube, News papers, Magazine. Sales promotions:  by giving festival discounts,  round trip tickets discounts,  best deal of the month  special offers to different holiday destination

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OBJECT:  Travelling tickets

ACCEPTIBILITY: High chance of acceptability since , it makes,

CUSTOMER NEED:  To make travel easier and convenient.

 Travel easy

PRODUCT

 Save money  Save energy  Save time OBJECTIVE:

PRICE

 Make tickets easily and quickly available for the customer

ORGANIZATION:

 Affordable to all class of travelling customers.  Customer can choose as per their budget or income ACCESSIBILITY:

COST TO USER:  Customer can search for the best deal for his travelling as per his/her requirement.

CONVENIENCE:

 E-Commerce – B2C

 Internet

 mode of payment.

 B-Commerce –B2B

 Travel agents

 Anywhere, anytime, anyplace get the tickets

PLACE

 Customer service executive OPERATIONS:

PROMOTION

AFFORDABILITY:

 No more long queues COMMUNICATION:

AWARENESS:

 Online websites

 Word of mouth

 Travel agents

 Online adds  TVC  News papers

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Best customer support in booking /cancelling bookings/ printing E tickets etc

CHAPTER:-1.1 PLAYERS IN INDUSTRY

The way Indians used to travel has changed drastically over the years. Not only has travel become more economical, but the travel industry has become more organized than it was ever before. Integration of technology with travel services, too, has been a new addition. You can simply log on to the websites of popular travel companies and instantly book tickets for flights, trains, cruises or buses, apart from select a lucrative holiday package or corporate trip. In the past decade the competition among travel companies has intensified further, and choosing the best one can be difficult task. So, here’s a list of the top 10 Travel Companies in India.

10. Expedia: Expedia is one of the world’s leading travel companies that operate localized websites in more than 19 countries, including India. For the Indian traveler, Expedia allows easy booking of flights and hotels, and offers combination tour packages to numerous destinations within in the country as well as abroad. The underlying advantage of booking from Expedia is the economy and wide range of options it offers.

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9. Travelocity India: Rated as one of the best online travel portals of the world, Travelocity is an international brand that serves the local needs of the people through specialized travel programs. For Indian travelers, it provides services for both leisure and business. With a strong network of affiliates in more than 40 countries, Travelocity offers every possible range of travel tours to both domestic as well as international destinations.

8. Top Travels: The concept of Top Travels was initiated way back in 1985, and since then the company has earned itself a special and trusted place in the Indian travel scene. Widely known for organizing custom trips, Top Travels also specializes in inbound tour services. Besides flights and hotels, they let you book luxury trains and cruises. And, whether you are planning a leisure trip or a corporate trip, they have specialized departments to deal with both.

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7. Ezeego 1: Specially tailored to suit the needs of for the Indian traveler, Ezeego 1 is an online travel portal that also features an entirely Hindi version for ease of use. One can book air tickets, train tickets, buses, hotels, cabs or even call for customized trips using the services of Ezeego. They have also introduced a new scheme for agents called ‘Home based Agents’ under which agents who sell tickets on behalf of Ezeego 1 earn a special commission.

6. Cox and Kings: Cox and Kings is the oldest ever travel company in the world. With more than 250 years in service, it still holds a strong grip over the travel industry. In India, they offer one of the most fascinating tour packages ever. From popular tour packages for the family, including, wildlife, pilgrim, romance and cruise, they also offer international group tour and individual travel services.

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5. SOTC: Initially started as an independent venture in 1996, SOTC was acquired by Kuoni Travels, a world leading Travel Company that specializes in all kinds of tours. Today, SOTC has evolved to become one of Indian’s leading outbound travel service provider that offers all kinds of international, domestic and theme tour packages.

4. Thomas Cook: Thomas Cook first launched its services in India in 1881 and is still running its operations in the country. Besides having a visible online presence, Thomas Cook has offices in 78 cities throughout the country. Thomas Cook gives travelers in India the benefit of foreign exchange and travel insurance facilities apart from the usual leisure tours, corporate tours and family holidays.

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3. Cleartrip: With an easy to use travel portal, Cleartrip is one place that believes in offering quality services without publicizing with unnecessary banners or pompous glitz. You can book flight tickets, hotels, train tickets, and much more. Cleartrip has a strong network of travel associates, and keeps updating more and more hotels and airlines to their search.

2. Yatra: Yatra.com is one of India’s leading travel portals, based and headquartered in Gurgaon. In order to make travel much easier for Indians, it provides detailed information on the pricing and availability of flights and hotels. Also, one can easily book buses, rental cars or holiday packages. Surprisingly, an average 20,000 domestic flights bookings are being done every day on Yatra.com alone.

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1. Make My Trip: Make My Trip, one of the most recently established travel portals, has overtaken all other players in the travel industry in less than a span of 10 years. Started in 2000, the mission of the company was to empower the Indian traveler allowing him to instantly book flight tickets. Today, it has expanded its services into holiday packages, rental cars, bus tickets and much more. One out of every 12 domestic airline tickets from India was booked through this portal in 2009.

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COMPETITORS INFORMATION Although the online travel industry in India has been growing rapidly from 2005 onwards, the industry is still to consolidate and mature. Air travel dominates the current scenario, with 60% market share ahead of railways which contributes 15% of the market (solely from IRCTC). Hotels constitute 13% and the rest is split between buses and cars. The ecommerce industry in India, currently pegged in the range of $11-16 billion, has over 70% of the numbers coming from the online travel sector, with the rest coming from retailing. By the end of 2015, the Indian online travel market is expected to hit a gross online bookings number of $12.5 billion, with a huge push coming from mobile traffic. Currently the three major Indian online travel agencies (OTA) in the market – MakeMyTrip.com, Yatra.com and Cleartrip together hold 85 per cent of the online consumer travel market, providing ample choices for the consumer. MakeMyTrip has already gone public in 2010 while Yatra is expected to go for an IPO next year. Many new players like Goibibo and Ezeego1, some of the legacy players such as Akbar travels planning for growth and disruptive new startups such as Airbnb have also entered this space in the recent past. The market share of Make My Trip, Yatra, and Cleartrip are as follows:-

CLEAR TRIP, 18%

MAKE MY TRIP, 48%

YATRA, 24%

MakeMyTrip commands a market share of 48%, followed by Yatra at 24% and Cleartrip at 18%.

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YATRA.COM

Yatra.com is an Indian online travel agency and a travel search engine based in Gurgaon, Haryana, founded by Dhruv Shringi, Manish Amin and Sabina Chopra in August 2006. In April 2012, it was the second largest online travel website in India, with 30 per cent share of the 370 billion (US$5.6 billion) market for all online travel-related transactions., it also launched a "holiday-cum-shopping card" with State Bank of India (SBI), India's largest bank.

Acquisition Yatra.com has made three acquisitions till now—ticket consolidator Travel Services International (TSI) in October 2010, global distribution system (GDS) provider MagicRooms.in, and Indian events and entertainment portal BuzzInTown.com—all for undisclosed amounts. July 2012, Yatra.com Acquires 100% Stake in Travelguru.com.

Brand Ambassador In March 2012, Yatra.com announced Bollywood actor Salman Khan not just as the brand ambassador for the travel website but also as a shareholder. Earlier, Bollywood actor Boman Irani has also been the brand ambassador for Yatra.com online flight booking services. In April 2014, Yatra.com announced to be the Official Travel Partner of IPL Team Rajasthan Royals.

Investors Companies like Reliance Venture Asset Management Ltd, Web18 of TV18 Group (a joint venture of NBCUniversal and the Network 18), Norwest Venture Partners and Intel Capital have invested substantially in Yatra.com. In April 2011, the website announced receiving funding of 2 billion (US$30 million) from blue chip investors including Valiant Capital Management, Norwest Venture Partners (NVP) and Intel Capital.

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CLEARTRIP.COM Cleartrip is an online travel site which lets Indian customers book domestic flights and hotel rooms easily. Our mission is "Making travel simple" and Cleartrip says it all.

Management/Founder(s) Profile Sandeep Murthy, CEO Sandeep is responsible for the overall profitability & success of Cleartrip. Sandeep manages the execution of the Mission, Vision & Values of the Company and ensures the scalability of the business model and growth of the business.

Sandeep is also a partner with Sherpalo Ventures, and focuses on investment opportunities in India and evaluates and manages investments in India for Kleiner Perkins Caufield & Byers.

Sandeep obtained an MBA from the Wharton School in 2005. Prior to that, he graduated magna cum laude with a Bachelor of Science degree in Systems Engineering from the University of Pennsylvania and a Bachelor of Economics degree from the Wharton School, both obtained in 1998.

Hrush Bhatt, Founder & Director, Product and Strategy Hrush is one of our founders and is responsible for the definition of Cleartrip's corporate strategy and implementation of the Cleartrip.com web site.

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Hrush graduated from Lawrence University, Appleton, Wisconsin, with Bachelor of Arts degrees in Economics and History. Returning to India in 1998, Hrush worked with Plexus Technologies for a year, serving as lead designer and founding their ecommerce strategy practice. While at Plexus, Hrush also served as lead consultant for the launch of Indiatimes.com. In 1999, Hrush co-founded Paper Plane, a boutique consulting firm focused on business strategy and design in the online space.

Hrush has had several firsts in the Indian market, including the first online air-ticket auctions and the first travel site site to be integrated with a GDS for air ticket bookings.

Stuart Crighton, Founder & Director, Business Development Stuart is one of our founders and holds responsibility for all commercial and operational aspects of our business. He manages and develops Cleartrip's strategic partnerships with hotels, airlines and other travel suppliers.

Stuart is a graduate in Business from the University of London. He began his career at Sodexho, where he developed a commercial business in their remote services division throughout Central Asia. He moved to India to set up a services business for Orion CCG, a facilities management company, in India and Asia.

Prior to founding Cleartrip, Stuart worked with Abacus Distribution Systems, Asia's leading GDS as Head, South and West Asia. He was responsible for all aspects of Abacus's operation and strategy across India, Pakistan, Sri Lanka, Bangladesh and Nepal.

Matthew Spacie, Founder & Director, Marketing Matthew is one of our founders and is responsible for leading the marketing team and successfully implementing our marketing strategies. Matthew manages media planning and buying, advertisers, wholesale travel partners and online distribution partners.

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COMPARISION

Starting Up:   

MakeMyTrip started its operations in the US in 2000 and then moved to India in 2006 after getting favorable response from the NRI market there Yatra started its operations as the only online travel company to offer its travelers the convenience to book flight tickets till 3 hours before the departure Cleartrip launched its services in India in 2006 with the focused vision to “Make Travel Simple”

Funding: MakeMyTrip – 

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2000 – $2 million in venture capital funding from eVentures; 2005 – $10 million in its first round of funding from SAIF (Softbank Asia Infrastructure Fund) Partners; 2006 – $13 million in series B funding from Helion Venture Partners, Sierra Ventures and SAIF Partners; 2007 – $15 million in series C funding from Tiger Global, Helion Venture Partners, Sierra Ventures and SAIF Partners; 2010 – took the IPO route and got listed on NASDAQ Yatra – 2005 – $5 million from NVP (Norwest Ventures Partners), TV18 and Reliance PE; 2008 – $17 million from Intel Capital; 2011 – $60 million over a staggered funding round from Intel Capital over the year; 2014 – $23 million from IDG Ventures and Vertex Venture Management, the VC investment arm of Singapore’s sovereign wealth fund Temasek Cleartrip – 2006 – $3 million from Kleiner Perkins Caufield & Byers (KPCB) and Ram Shriram and later $8 million from DAG ventures 2011 – $40 million from Concur Technologies; 2014 – $5.4 million venture capital from Concur Technologies.

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Partnerships / Mergers & Acquisitions: 



 



 

In 2007 Yatra and Hughes, the global leader in providing broadband satellite networks announced an alliance that allowed Yatra.com to offer its travel related services to customers in Tier B and C cities through select Hughes Net Fusion centers in the country In 2009 Tata Sons, the holding company of the Tata Group firms, won a case at the World Intellectual Property Organisation (WIPO) against MakeMyTrip, which had been using the term ‘tata’ in one of its websites, ‘oktatabyebye.com’. In 2010, Yatra tied up with eBay India to promote the products of Yatra.com across eBay India In 2011, Cleartrip announced Strategic Investment and Alliance with Concur, one of the leading travel expense software company. Concur made an investment of $40 million in 2011 and then increased its stake to close to 25% in April 2014 In 2012, MakeMyTrip acquired an effective majority equity interest in a group of companies known as the International Tour Center, a well-established hotel aggregator and tour operator for Thailand. The acquisition helped MakeMyTrip further expand its presence in Thailand. MakeMyTrip also acquired HotelTravel.com for $25 million In 2012, Yatra announced 100% stake acquisition in Travel guru & Buzzintown, both providing travel and activity related content In 2014, Makemytrip acquires EasyToBook.com Group

Pioneering Services:    





In 2007, Cleartrip launched the ‘Cleartrip Forum’, the first fully unedited customer support forum In 2008, Makemytrip partnered with IRCTC for rail bookings and holiday packages and with Apollo DKV partners to offer Domestic Travel Insurance In 2009, Makemytrip joined hands with Airtel DTH to check and book holiday packages on television, in an effort to broaden the user base In 2009, Cleartrip launched ‘Cleartrip for Business’ the first online travel management tool for corporates. In 2010, the firm launched the first comprehensive mobile travel website that worked on all phones In 2012, Yatra introduced the first of its kind app that let the user book their domestic flight with multiple options of transacting at one go on Windows 8, in association with Microsoft In 2014 Cleartrip became the first OTA to provide cancellation of bookings on mobile apps

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Senior Management Hires 

  

In 2008, Yatra announced the appointment of Gautam Kaul as the Chief Operating Officer (COO) for the newly formed Inbound Division of the company. Prior to this role, Gautam was the Sr. Vice President at SITA / Kuoni Destination Management and headed Sales, Operations, Product Development, Quality Control and Vendor Management In 2012, Cleartrip appointed Samyukth Sridharan as President and COO. He was the Chief Commercial Officer at SpiceJet prior to joining Cleartrip In 2012, Salman Khan came on board as a stakeholder and brand ambassador for Yatra In 2013, Makemytrip announced the promotion of Rajesh Magow from Chief Financial Officer to Chief Executive Officer – India. Prior to joining MakeMyTrip, Mr. Magow was CFO and acting CEO for the India operations of eBookers.com, now part of Travel port

Going Mobile:  

In 2007, Makemytrip and Cleartrip partnered with Paymate to launch the booking and payment of air tickets through SMS. Yatra also offered this service in the same year In 2011 all the three OTAs launched their mobile apps

Unique Marketing Initiatives: 



   

In 2007, Cleartrip launched the Cleartrip Calendar, a breakthrough in online air search as a pioneering feature compared to competitors, announced the launch of an official customer forum and was the first amongst the key players to launch an ‘Air Hotel Combo’ for its customers In 2008, Yatra launched the service of booking hotels online but making the payment while checking in, the facility of online ticket cancellation and reimbursement policy for domestic flight delays In 2009 Makemytrip launched multi-city flight booking service Alootechie.com, and the ability to book up to 7 flights in a single transaction In 2011, Makemytrip launched a rewards program for its loyal customers, aptly named My Trip Rewards In 2011, Yatra launched Cash on Delivery (COD) service In 2013, Cleartrip launched an initiative called Pricewatch which offered refunds to passengers when the price of their international bookings dropped from the original fare before departure

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The OTA industry is plagued by a lack of loyalty, given the large number of options available and every site providing the same information from the same flight data aggregators worldwide. Customers are especially fickle given the frequent promotional and discount campaigns run by these agencies to drive up volumes for a period of time. Further, the three OTA giants – Makemytrip, Yatra and Cleartrip have many similarities in products & services, making it hard to distinguish any powerful unique selling propositions (USP) for each. For example, in the recent past, Cleartrip’s mobile user experience has been rated highly, while Yatra has been aggressively trying to build an association with ‘guaranteed lowest prices’ through their campaigns. Write to us in the comments below about what you think are the USPs of these three big online travel companies.

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CHAPTER:-2 HOLIDAY AMBASSADOR

Holiday Ambassador – An Additional Earning Opportunity Holiday Ambassador program is based on generating queries through personal/professional networks for those who wish to book holiday packages/hotels anywhere in India/abroad. It’s a part time opportunity where one can be associated with MakeMyTrip even while working with any other organization. A Holiday Ambassador will generate potential hotel or holiday queries from their network of friends, family, work group and social group etc. MakeMyTrip will then service the query to offer attractive packages and discounts to the referrals

Benefits of becoming a Holiday Ambassador  Attractive additional earning opportunity  Association with one of the biggest travel brand in India  Attractive travel deals and offers for your personal travel  Additional Points on achieving important milestones  Rewards and recognition/Celebration for Select Holiday Ambassadors

Expectations from a Holiday Ambassador  To be proactive to spot and grab an opportunity  Generate queries from personal and professional network by circulating MMT offers and deals  High level of participation on Facebook group and other modes of communication  Act as an enabler to convert queries and provide feedback for referral customer  No cold calling or MMT representation to unknown people and as governed by the terms of LOI

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Queries you can refer as a Holiday Ambassador  Domestic Holiday Packages (Flight + Hotel + Cab)  Domestic Hotel + cab  Domestic Hotel  International Holiday Packages (Flight + Hotel + Cab + Visa)  International Hotel + cab  International Hotel

Holiday Ambassador (HA) Briefing Sheet

Benefits and payout to Holiday Ambassador (1) On boarding benefit Once on-board Holiday Ambassadors will receive a Welcome kit with MMT goodies worth INR 8000 On-boarding Kit includes Welcome letter Laptop Bag MakeMyTrip branded baggage tags MakeMyTrip Discount vouchers worth INR 5000

(2) Business Benefits Post successful on-Boarding Holiday Ambassadors will earn points on every transaction done from the unique queries sent. Head Business Conversion

Reward and Recognition

Basis Every transaction done from the unique queries sent Eligibility as per the contest

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Points Awarded 1% of Net Selling Price

As per contest Parameters

(3) Contests, Reward & Recognition  Rewards and recognition From time to time MMT launches reward and recognition for the Holiday Ambassador  Contests this will give Holiday Ambassadors a platform to earn extra points which will be added to their point’s kitty. Holiday Ambassador have to stay connected to get information about these contests

(4) Additional point benefit on achievement of business milestones

      

@ 5000 points get additional 500 points @10000 points get additional 2000 points @ 20000 points get 5000 additional points @ 30000 points get 10000 additional points @ 40000 points get 20000 additional points @ 50000 points get 30000 additional points @ 100000 points get 65000 additional points

(5) Performance Bonus Holiday ambassadors can earn MMT holidays over and above the point benefits earned on achieving milestones Achieve 7th Milestone (100,000 Points) in 12 months Get 7 night/8 days stay in a 5 star hotel for a couple worth INR 40,000 Achieve 5th Milestone (40,000 Points) in 8 months Get 5 night/6 days stay in a 5 star hotel for a couple worth INR 25,000 Achieve 3rd Milestone (20,000 Points) in 4 months Get 3 night/4 days stay in a 5 star hotel for a couple worth INR 15,000 (6) Redemption benefit Redemption of the points can be done in two ways

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1. MakeMyTrip Holidays - A holiday ambassador can opt to redeem their points for MMT

travel vouchers. In this case total points will be calculated as 120% of the points accumulated i.e. 1 point = Rs.1.2 worth travel vouchers 2. Cash - One point is equal to 1 INR (TDS will be deducted as applicable) Example: Assuming that below are the bookings reported in the month of March Transaction Month Destination Net selling Points Price Awarded 1 15-Mar Himachal 95,000 950 2 15-Mar Mauritius 210,000 2100 3 15-Mar Ladakh 130,000 1300 4 15-Mar Europe 460,000 4600 5 15-Mar Thailand 125,000 1250 Total Points 1,020,000 10200

Value in case of Cash redemption Total Amount = INR 10,200 (Equal to the points accumulated)

Value in case of MMT Holiday redemption Vouchers worth INR 12,240 (10200 x 120%)

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Terms and Conditions 1. Registration o There is a registration fee of INR 1499 to become a Holiday Ambassador o There shall be a nominal renewal fee at the end of the term i.e. 1 year from the month of joining

2. Points Accumulation o Points can be accumulated against booking of Hotel and/or Holiday package only o MakeMyTrip shall be the final authority to calculate the points awarded o Holiday Ambassador will not earn points for booking/s done with MakeMyTrip holiday vouchers o A Holiday Ambassador can either opt for discount or accumulate points on booking done for self o Points can be accumulated for a maximum period of 12 months post which auto redemption will happen o To avoid duplication of queries, MakeMyTrip will check queries given by the Holiday Ambassador to ensure that there is/are no related query/queries open in MakeMyTrip database. If there is an open/live query in MakeMyTrip system, same will not be considered as a referral query by HA. Holiday Ambassador will be given benefits for bookings done on unique queries only

3. Redemption o Accumulated points can be redeemed for cash or holiday vouchers only o Holiday Ambassador can redeem minimum 500 points every month o Holiday Ambassador can only redeem in excess of 1000 points at the time of first redemption

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o Additional points earned by achieving milestones will not be considered to evaluate business performance and will be available for redemption only. Additional points will be awarded once after achieving respective milestones. o Upon redemption of additional points as holidays no additional redemption benefit will be applicable and value will be calculated as 1 point = MMT holiday voucher worth 1 INR o No points will be awarded for bookings done with MMT holiday vouchers o Performance bonus rewards will be awarded once after qualifying respective point slab o Vouchers given under the bonus head will be in the name of Holiday Ambassador and can only be used for her own travel and can be redeemed against hotel/holiday booking only o Upon holiday redemption of points holiday ambassador will get MakeMyTrip holiday vouchers. o Holiday Ambassador can opt for cash redemption option only after submitting Pan Card and bank account details to MakeMyTrip. o Cash redemption request can be raised once between 1st and 15th every month. o In case of cash redemption TDS shall be applicable as per the policy

4. General o In case of cancellation of a booking, points will be deducted from the accumulated points basis the month of cancellation o This briefing sheet is valid till 31st March, 2016 o MakeMyTrip can change the above policy with one month’s notice

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CHAPTER:-3

RESEARCH METHODOLGY

Research is a systematic way to solve a problem. It is a science of studying how research is to be carried out. Essentially, the procedures by which researchers go about their work of describing, explaining and predicting phenomena are called research methodology. It can also defined as the study of methods by which knowledge is gained. Its aim is to give the work plan of research.

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CHAPTER:-3.1 MARKETING ACTIVITIES DONE BY ME

Holiday Ambassador model helps to generate referral queries form the market without any marketing cost. Any company spends a lot of amount on marketing activities and every query received has a marketing cost attached to it. While in holiday Ambassador model associates get paid only if the query is converted and referral queries have a higher conversion as compared to Queries generated through marketing activities. Benefits of making holiday ambassador are as follows:

No query generation cost



Increase in productivity of sales teams

 helps to build a larger customer base for MakeMyTrip as every Holiday Ambassador is further connected to a lot of people.

MARKETING ACTIVITIES

 As I live in a hostel so i had an opportunity to interact with many students .i explained them about what holiday ambassador is I discussed all the features and all the benefits they will get by becoming a holiday ambassador, then I jotted down the name of the students who were interested and sent their names to make my trip.

 I also visited many banks to make people aware of the concept of holiday ambassador many employees were very excited to know about it so I generated many leads from there as well.

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 I also had a discussion about holiday ambassador with my relatives and briefed them all about the benefits and rewards.

 Visited Chandigarh market of sector 17 to have a firsthand conversation with people almost everybody was aware of make my trip but nobody knew what holiday ambassador is so I told them all about holiday ambassador and jotted down the names of interested candidates and sent them to make my trip.

 I also visited a society where I told about make my trip to all the housewife’s they got excited as they can get earning opportunities from this.

 I visited many places like malls where there are a lot of people to interact with many got interested in enrolling themselves for holiday ambassador.

During my course of internship I had to send the list of all the candidates who were interested in enrolling them for holiday ambassador along with all the details of the candidates after that make my trip would send an email to all the candidates present in the list . email consisted of a questioner which candidates had to fill in order to enroll them for holiday ambassador. I also had to send various names of disinterested candidates and mention the reason.

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CHAPTER:-3.2

OBJECTIVE OF REPORT

To find potential candidates from the market to make them holiday ambassador and to make people aware of the concept of holiday ambassador. This study is also useful To make consumers aware of all the products offered by make my trip to make their holiday experience great and To pitch a hassle free holiday experience to the consumers it will also be helpful in building large consumer base for make my trip.

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CHAPTER :-3.3

RESEARCH DESIGN Research design is a controlling plan for a research study in which the methods and procedures for collecting and analyzing the information to be collected is specified. The research undertaken was exploratory in nature as it was a first step in a research process. It focused on the discovery of ideas and was generally based on secondary data although relevant primary data was also used. This research was an attempt to study the satisfaction level of distributors and retailers, there productivity enhancement and there retention capacity.

Universe: It refers to the total of items or units in any field of survey or inquiry.

Tools of analysis: The data collected has been analyzed by means of pie charts, bar graphs and columns using simple mathematical calculations for the accuracy of the search.

METHODS OF DATA COLLECTION 1. Primary Data: Primary data is defined as the first time data collected. It is new in nature. This type of data is collected directly from the source of information. The techniques to collect primary data in this study are personal interview through surveys with structured questionnaire.

2. Secondary Data: Secondary data is that type data which somebody else had collected and which had already been passed through the statically process. In this project this indirect information of the data from sources containing past and present information is collected from newspapers, journals,

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business manuals, pamphlets magazines etc. in my report we have also collected information from pamphlets and newspapers.

RESEARCH INSTRUMENT The research instruments used for collecting the primary data is the questionnaire which was distributed among interested candidates.

QUESTIONNAIRE The questionnaire is carefully developed tested and debugged. Each question contributes to the research objective. A structured questionnaire is developed, that is it includes concrete, definite and predetermined questions. The questions are presented in exactly the same wordings and in the same order to all respondents. The questionnaire consists of a mixed type of questions like close end, multiple choice etc. The questionnaire consists of a set of 18 questions which was asked from candidates. The questionnaire is designed in such a way so as to get a response which is critical to the overall research.

SAMPLE SIZE For the purpose of my project I took a sample size of 200 candidates.

SAMPLING TECHNIQUE I used random sampling technique for this project.

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DATA ANALYSIS & INTERPRETATION

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CHAPTER:-4 1. Have you heard about Make my Trip?

DID NOT HEARD 10%

HEARD ABOUT MAKE MY TRIP

HEARD ABOUT MAKE MY TRIP 90%

DID NOT HEARD

From the above pie chart it is observed that 90% of the candidates had heard about make my trip and 10% were not aware about it.

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2. Do you have email Id?

2%

HAD EMAIL ID DID NOT HAD EMAIL ID 98%

From the above pie chart it is observed that 98% of candidates have there email ids where as 2% did not had.

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3. Do you have your Account on Facebook?

12%

HAD FACEBOOK ACCOUNT DID NOT HAD FACEBOOK ACCOUNT

88%

From the above pie chart it is observed that 88% were having there account on facebook whereas 12% were not having their account on facebook.

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4. Do you have a smart phones?

WERE NOT HAVING SMART PHONES 26%

HAD SMART PHONES HAD SMART PHONES 74%

WERE NOT HAVING SMART PHONES

From the above pie chart it is observed that 74% of the candidates were having smart phone where as 26% were not having.

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5. How often do you check your Emails?

WERE IRREGULAR IN CHECKING EMAILS 18%

CHECKED FORTNIGHTLY 34%

CHECKED REGULARLY 48%

CHECKED REGULARLY CHECKED FORTNIGHTLY WERE IRREGULAR IN CHECKING EMAILS

From the above pie chart it is observed that 48% of candidates checked their email every day where as 34% of candidate checked their emails fortnightly where as 18% of the candidates were very irregular in checking their emails.

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6 Are you working?

WERE NOT WORKING 32% WERE WORKING 68%

WERE WORKING WERE NOT WORKING

From the above pie chart it is observed that 68% of the candidates whom I met were working and 32% were not working.

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7. Have you ever took Holiday packages from Make My trip?

HAD TAKEN HOLIDAY PACKAGE FROM MAKE MY TRIP 18%

HAD TAKEN HOLIDAY PACKAGE FROM MAKE MY TRIP HAD NEVER TAKEN HOLIDAY PACKAGE FROM MAKE MY TRIP

HAD NEVER TAKEN HOLIDAY PACKAGE FROM MAKE MY TRIP 82%

From the above pie chart it is observed that 18% of candidates had already taken their holiday packages from make my trip where as 82% had never taken their holiday package from make my trip.

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8 Do you like to become a holiday ambassador?

WERE NOT INTRESTED 30% WERE INTRESTED 70%

WERE INTRESTED WERE NOT INTRESTED

From the above pie chart it is observed that 30% of the candidates I met were not interested to become a holiday ambassador where as 70% got interested in enrolling there name for holiday ambassador.

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9. On an average how many Holiday/Vacation trips do you Plan in a year?

ONLY 1 15%

ATLEAST 4 28% ATLEAST 4 ATLEAST 2 ONLY 1

ATLEAST 2 57%

From the above pie chart it is observed that 28% of the candidates planed at least 4 holidays in a year where as 57% of the candidate planed 2 holidays in a year and 15% of candidates planned only 1 holiday in a year.

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10.Does your friends/relatives take advice form you before planning a holiday?

48% 52%

CONSULTED OTHERS DID NOT CONSULT

From the above pie chart it is observed that 48% of the people consulted others before going on a holiday where as 52% did not consult.

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11. Are you Passionate to try make my trip for your holiday Trips?

STILL HESITATED 27%

WERE PASSITIONATE 73%

From the above pie chart it is observed that after talking to them about make my trip 73% of the candidates were very passionate to try make my trip for their next holiday.

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12. Have you ever checked the official website of Makemytrip?

HAD NOT SEEN THE WEBSITE 56%

HAD SEEN THE WEBSITE 44%

HAD SEEN THE WEBSITE HAD NOT SEEN THE WEBSITE

From the above pie chart it is observed that 44% of the candidates had seen the official website of make my trip whereas 56% had not seen it.

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13. Do you trust in Online Websites for your Holidays Planning?

TRUSTED 43% DID NOT TRUST 57%

TRUSTED DID NOT TRUST

From the above pie chart it is observed that out of the candidates I met 43% of the candidates trusted online websites where as 57% did not.

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14. Do you still want to opt for the traditional methods for booking your Holiday trips?

STILL PREFERED TRADITIONAL METHODS 31% STILL PREFERED TRADITIONAL METHODS WOULD TRY ONLINE METHOD

WOULD TRY ONLINE METHOD 69%

From the above pie chart it is observed that 31% of the candidates still would prefer traditional methods for their holiday trips.

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15. Do you believe that it is easy and fast to plan holidays with online holiday websites?

DID NOT FIND IT EASY 36%

BELIEVED THAT IT IS HASSEL FREE 64%

BELIEVED THAT IT IS HASSEL FREE DID NOT FIND IT EASY

From the above pie chart it is observed that 64% of the candidates think that it is hassle free to plan their holidays with online websites.

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16. Have you ever planned your holiday trip using any other travel website?

HAD EXPERIENCE WITH OTHER WEBSITES 27%

HAD EXPERIENCE WITH OTHER WEBSITES

NEVER USED ANY WEBSITE 73%

NEVER USED ANY WEBSITE

From the above pie chart it is observed that 27% of the candidates have had an experience with other websites while 73% had never used online travel websites for their holiday trips.

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17. Do you check in on Facebook when you visit new places?

PUT CHECKINS 34% PUT CHECKINS

DID NOT PUT CHECKINS 66%

DID NOT PUT CHECKINS

From the above pie chart it is observed that 34% of the candidates whom I surveyed put check in whenever they go to new place where as 66% did not.

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18. Are you satisfied with incentives of holiday ambassador?

WERE NOT SATISFIED 35% WERE SATISFIED 65%

WERE SATISFIED WERE NOT SATISFIED

From the above pie chart it is observed that 65% of the candidates were satisfied with the incentives of holiday ambassador where as 35% were not.

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FINDINGS & CONCLUSION

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CHAPTER :-5 FINDINGS AND CONCLUSIONS

 Most of the respondent I met aware of Make My Trip.  Majority of respondents had their Email Id’s and they know how to operate and had been checking the emails regularly.  Majority of the respondents have Facebook Accounts and do Check In when they visit new places.  Out of the 200 respondents I met 68% were working whereas 32% were not as they were still undergoing there studies.  Most of the respondents I met had never had an experience with make my trip but after pitching them my idea they got very passionate to book their next holiday with Make My Trip.  Most of the respondents were willing to enroll them for becoming holiday ambassador as they believed that it was a great opportunity to earn money at their ease.  After pitching them my idea most of the people were very keen to use make my trip for their next holiday and preferred to choose make my trip over their traditional methods.

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RECOMMENDATION

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CHAPTER:-6  As many elderly people were not comfortable in using the current make my trip app as they thought it was too complicated for them so make my trip should make a more user friendly app for elderly people.

 As most of the people are using 2g network so make my trip should launch a lighter version of their app which is more compatible with 2g network.  Make my trip should do tie ups with mobile companies so that their app should come pre installed in mobile sets.

 As most of the people did not know about what a holiday ambassador is so make my trip should do rigorous publicity to promote holiday ambassadors.  Make my trip should make more attractive and exclusive packages for students.  More offers and incentive schemes should be introduced by the company to attract more holiday ambassadors.  Make my trip should do more advertisement in remote areas to make people more aware about their packages.  Proper training should be given to holiday ambassadors so that they could create good value for the company.

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ANNEXURE – A Questionnaire We are conducting a survey on holiday ambassador opportunity .Please take few minutes to answer the following questions. The result of the evaluation will be used to improve the future dealings. Name of the respondent: Address of communication: Contact number: Email id: 1. Have you heard about make my trip? a) YES

b) NO

2. Do you have email Id’s? a) YES

b) NO

3. Do you have Account on Facebook? a) YES

b) NO

4. Do you have a smart phone? a) YES

b) NO

5. How often do u check you’re Emails? a) Daily

b) Fortnightly

c) Irregular

6. Are you working? a) YES

b) NO

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7. Have you ever taken Holiday packages from Make My trip? a) YES

b) NO

8. Do you like to become a holiday ambassador? a) YES

b) NO

9. On an average how many Holiday/Vacation trips do you Plans in a year? a) At least 4

b) 2

c) 1

10.Does your friends/relatives consult you before planning a holiday? a) YES

b) NO

11. Are you Passionate to try make my trip for your holiday Trips? a) YES

b) NO

12 Have you ever checked the official website of Makemytrip? a) YES

b)NO

13. Do you trust in Online Websites for your Holidays Planning? a) YES

b) NO

14. Do you still want to opt for the traditional methods for booking your holiday Holiday trips? a) YES

b) NO

15. Do you believe that it is easy and fast to plan holidays with online holiday websites? a) YES

b) NO

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16. Have you ever planned your holiday trip using any other travel website? a) YES

b) NO

17. Do you check in on Facebook when you visit new places? a) YES

b) NO

18. Are you satisfied with the incentives of holiday ambassador? a) YES

b) NO

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REFRENCES

1. 2. 3. 4. 5. 6.

www. Make my trip.com Articles.economictimes.indiatimes.com > keywords www.businessweek.com www.econimicstime.com https://www.glassdoor.co.in>Reviews m.timesofindia.com>Tech

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