worlds most enjoyable holidays, to exotic destinations in India and abroad where everything is taken care of from beginning

to end. Accolades received:Thomas Cook (India) Ltd has been honored with the Favorite Specialist Tour Operator" award at the Cond Nast Traveler Readers' Travel Awards 2011 & 2012. Thomas Cook (India) Ltd has been awarded the Best Corporate Travel Management Company by World Travel Brands 2012, the Most Trusted Tour Operator Brand by the Times Travel Honors 2011 and also recognized as a Superbrand 2011-2012 by consumers for excellence in travel services. Hands on service: The senior management provides hands on approach which includes travel along with the group and a dedicated team in each hum for providing specialized services. They have most experienced and cooperative tour Managers in the industry and operations geared up to handle large groups. They also have aspecialized quality control department that would ensure smooth delivery of services at every stage. The branches specialize in offering tailor-made Travel Policies for each corporate, thereby bringing savings on spend.

Unique Experience: This refers to the experience of the travelers right from the time they board the airline to the foreign destination till the time they come back. If corporate travels are taken in consideration,. The company (as well as the employees) expects the trip to be an enjoyable, hassle free and fun filled "experience". Thomas Cook understands their concern and providesthem this experience through their:

Experienced, dependable and extensively traveled Tour Managers, who are available with the group 24 X 7, provide them personalized services to the group and at times, act as crisis managers. In contrast, the other tour companies often send their ticketing person as the "tour manager". The requests for special Dietary requirements are taken care of completely. As Indians are very particular about the food they eat (e.g.) Jain food they make sure that their clients get the same, irrespective of the location they are traveling to. The sight-seeing that they offer are often exotic and different from the rest of the tour operators.

Customer Focus/Customer Centric/Exceptional Service: There is a huge extent of customization in case of trip in terms of destinations, hotel requirements, conference needs, sightseeings to be covered, gala dinner venue, team building activities etc. The prime focus is always to cater to customers specific needs and the intent is to delight the customer by always delivering more than promised to them/expected by them. Trusted Partners: This comes out of the reputation of the company (TCIL) and the vast experience of handling a large number of MICE (Meetings, Incentives, Conferences and Exhibitions) movements in the past. They have got trusted business partners (suppliers) for every destination and that there is always an experienced tour manager with the group ensures that the clients feel secure when they travel with them. Reservoir of Knowledge: The experienced employees of the MICE business make sure that they function as a "travel consultant" to the client rather than being a "travel agent" to them. They believe that with their expertise, they are in a position to provide multiple options to their customers. This is especially true in case of clients who have a budget constraint. Corporate Travel forms a dominant share of overall travel business of Company. They manage the travel budgets of several large national and multinational companies. The large scale of operations enables them to effectively manage travel budgets of several Multi National Companies, Blue-Chip companies and Multinational banks to their advantage. The Company provides Integrated Travel Management / Advisory Services to more than 300 Corporate.

COX AND KINGS

Cox & Kings is the longest established travel company in the world. Today, Cox & Kings is a premium brand inall travel related services in the Indian subcontinent, employing over 800 trained professionals.Its India operations are headquartered in Mumbai and have the status of a limited company. Ithas over 12 fully owned offices in India across key cities such as New Delhi, Chennai, Bangalore, Kolkata, Ahmedabad, Kochi, Hyderabad, Pune, Goa, Nagpur and Jaipur. Accolades received: 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'

Destination Management COX & KINGS is India's market leader in destination management, with substantial competitiveadvantage in this business segment. It operates a range of group and individual tours todestinations throughout the Indian subcontinent for clients from all over the world.This division alsoprovides specialist services to foreign participants visiting India for international meetings,conferences, ad hoc incentives and exhibitions and also caters for domestic conferences and corporateincentives. A destination management provides a ground service based on local knowledge of their given destinations. These services can be transportation, hotel accommodation, restaurants, activities,excursions, conference venues, themed events, gala dinners and logistics, as well as helping withovercoming language barriers. A DMC is an incoming tour operator catering for both corporate and leisure clients. DMCs differ from tour operators as DMCs do usually not deal directly with end-clients, but trade throughagents, which may be tour operators. Unique Promotion Campaign Cox & 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 travelers through innovative products. These include: 'DuniyaDekho' Holidays to Europe, USA, Far East, South Africa, Mauritius, Australia and New Zealand for the "value for money" traveler. 'FlexiHols' is a concept in holidaying where the traveler enjoys all the comforts and convenience of aplanned holiday but at a pace & price that is set by him. This is targeted at the more discerning FreeIndividual Travelers. Luxury Escapes - It takes a travel company that has been round for two hundred years, to know everything about royal treatment.Holiday like a king..Cox & Kings also represents and retails many international third party products including Cosmos,Rail Europe, Silver sea Cruises, Star Cruise, and Escorted Tours to USA etc. 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 - Radius Overseas Travel Fulfillment Solutions through the Radius Brand. Leveraging the partnership with Radius, Cox and Kings can offer Travel Fulfillment Services toCorporate Clients who are having offices overseas or project teams working on site at theircustomer offs

site, through its Radius Shareholders in the respective overseas regions. All travelrequirements will be controlled through the off shore 24 x 7 Travel Center based in Mumbai. Incentive & conference solutions Over 7000 incentives in the last 4 years make Cox and Kings the biggest player in Incentives. TheIncentive 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. Domestic Holiday offs India with its large domestic consumer offers Cox & Kings a unique opportunity to launch its portfolioof '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 culturalholidays, pilgrim holidays, wildlife holidays, honeymoon tours, weekend getaways, customized FITTours to nature trails, Bharat Dekho has captured over 50% of the domestic market.

SOTC
Established in 1949 with just five employees at an office in Cawasji Hormusji Street, Mumbai, SOTC has grown to become one of Indias largesttravel companies. By the year 1968, the Company had a turnover touching Rs 25 million. Between the years 1983 and 1995, SOTC grew by leaps and bounds. Itmoved to new premises at Church gate, Mumbai, installed the firstcomputer for sales and operations, and went through a managementmetamorphosis with a complete restructuring of the business intoautonomous Strategic Business Units (Subs) with a state-of-the-art callcentre. SOTC has been fulfilling the travel needs of Indians for over fivedecades now. It continues to seek out new and exciting destinations tooffer to outbound travelers. SOTCs outbound business operations broadly encompass PackagedGroup Tours for Indians and Individual Holidays. SOTC World FamousTours caters to those who seek comfort in group travel. It is widelyacknowledged to be the most successful package tour brand in India.Recognizing the importance of language markets, SOTC also pioneered tours conducted in Marathi and Gujarati under the SOTC brand extensions: A very important way, in which SOTC responded to their highlycomplex pricing circumstances, is to operate at two levels. 1. The first level is corresponds with the marketing strategy, which concerns with the product positioning, value for the money, longrun return on investments etc.

2.

The second level corresponds to the marketing operations or tactics where the prices are manipulated to match the currentdemand and competition

Indian travel market can be classified into two broad categories International Travelers- Those crossing International bordersDomestic Travelers - Those travelling within India. International Travelers can be classified as Inbound Travelers (thosewho travel into India from Overseas) and Outbound of India (whotravel internationally). Inbound market is further segmented into six broad categories Holiday and sight seeing Business travelers Conference attendees. Students Visiting friends Relatives

The key to success for SOTC will undoubtedly be effective market segmentation through identification of several niche markets and implementation strategies. Along these lines the company intends to implement advertising, personal selling and direct marketing strategies to the target markets. Their personal selling marketing strategies will rotate around keeping in touch with hotels and travel agencies for major customers, and advertising customers. Hence their key success factors will include the following: 1) Excellence in fulfilling the promise: intend to offer completely enjoyable, comfortable and informative travel excursions that will ensure that travelers are thoroughly satisfied and appreciative at the end of their trip. 2) Timely response to customers requests: SOTC cannot afford to delay their clients for whatever reason, as this will have negative bearing on our image and reputation, including future business. Hence they need to be continually communicating with the client, including hotels and lodges so as to ensure that are constantly available to the client meeting their expectations. 3) Solid and fruitful strategic alliances: Considering the nature of their services and our relative infancy on the market, SOTC should realize the importance of establishing and maintaining fruitful strategic alliances with various stakeholders, including hotels, lodges, and travel agencies, so as be assured of constant flow of customers, fulfilling their needs at every opportunity. 4) Marketing know-how: There will be a need to aggressively market SOTC business and the services they provide so as to be continuously at the top of prospective client minds. This will

also act as a temporary deterrent for companies contemplating entering our market. Advertising shall be undertaken on a regular basis.

7 Ps of Service Marketing Product Basket

Thomas Cook

SOTC

Cox and Kings

Air Reservations Hotel Reservations Arrangements which includes sight-seeing, car rental, transfers etc. Passport / Visa Service Conference / Incentive tour arrangements Foreign Exchange Insurance

Escorted tours Customized holidays Trade fairs SOTC sports Corporate tours

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

Price

Place

Totally quality driven. 0% compromise on quality and deliver best services in terms of hotel/food/travel. They feel that they have got something EXTRA than the worth of the currency that has been spent on it. Mostly online with offices across all major cities of india

Price sensitive tours like cost savers and premium tours which can be afforded by all classes

It is their policy to keep the prices as low as possible that is they follow low price policy

Small agents (who have taken franchise of SOTC) spread all over the town/country whoplays the role of place. SOTC act as wholesalers and also act as a retailer. Franchises : Offices in all major cities of India,347 offices in

Similar distribution strategies are used by COX AND KINGS operates through franchisee and cox and king offices which are in every city. It has developed totally integrated front, mid and back office solutions. This

India TieUps: Flightraja.com Travel boutique online Internet Booking of Packages and Tickets

Promotion

Process

Thomas Cook spend millions of pounds for promotion they try to get to as many potential customers as they can, when the London Olympics was on, Thomas Cook spend millions of pounds to put massive promotion campaign. they have adverts in TV and internet both of those things are use by customers every single day Process is same but Thomas cook requires a lot of customer involvement at every stage.

They use electronic, print, TV commercials and all sorts of media. They are used to demonstrate in pictures and words the images and positioning of the product.

has brought about huge cost savings for the organization, thus managing to offer 'quality' service to its customers at a great cost savings Advertises in newspapers. It also has a tie up with leading publications for features on travel, which appear once a week.

People

The process includes information, customized itineries, tie up with best hotels, based on capability of a person the tours are planned and arranged. It is supported by a strong Includes travel partner network of 131 Gold agents, tour Circle Partners and 169 Preferred operators, tour Sales Agents in over 100 cities guides. pan India. The Company locals are employs over 2,802 resources employed 3 Exhaustive training is provided Kuoni group (India) employs 2900 employees through its 347 offices and caters to 3 million customers.

Their process also includes information through various channels, fixed itineries, low price policy It employs 2600 employees it has 13 offices in India and a network of over 500 GSAs across the country (general sales agent)

Physical Evidence

The front desk, the overall dcor, brochures used, the citations and photographs of destinations put on wall.

Elements Such as quality and attractiveness of dcor, effective layout of establishment, surroundings and quality of promotional materials are all important.

Brochures, pamphlets, destination pictures

Specializs in

Corporate Travel and MICE Group Tour. Mostly Destination programs especially foreign tours domestic tours Management

Comparison between services offered

Attributes Hotel / Resort Bookings Traveler'sCheque

SOTC Yes -

Thomas Cook Yes Yes American Express,MasterCard,Plus,Star,Visa,Vis a Electron Golden Chariot,Mail / Express Train,RajdhaniTrain,ShatabdiTrain,To urist Trains

Cox and Kings Yes -

Credit Cards Accepted

MasterCard,Visa

MasterCard,Visa

Ticketing - Train

International Sectors

America,Asia,Australia And South Pacific,China,Dubai,Euro pe,FarEast,HongKong,Ma laysia,Mauritius,Singapore ,Thailand

Africa,America,Asia,Australia And South Pacific,Dubai,Europe,FarEast,HongKo ng,Malaysia,Mauritius,MiddleEast,Sin gapore,Thailand Domestic Cruise Bookings,HotelBookings,International Cruise Bookings,PackageTours,Pickup And Drop,ResortBookings,Visa Formalities

Africa,America,Asia,Austr alia And South Pacific,Dubai,Europe,FarE ast,HongKong,Mauritius, MiddleEast,Singapore

Other Services

Hotel Bookings,PackageTours,R esort Bookings

Customized Tours Other Services

IndividualHolidays,Traditi onalHolidays,Weekend Package -

Adventure,Corporate,Cruise,GroupTou rs,HoneymoonPackage,IndividualHoli days,PilgrimageTour,PlantationTour,T raditionalHolidays,Weekend Package Hotel Bookings,Resort Bookings

Adventure,Ayurveda and Wellness,Corporate,Educa tional,GroupTours,Honey moonPackage,IndividualH olidays,PilgrimageTour,Pl antationTour,RiverRafting, TraditionalHolidays,Trekk ing,WeekendPackage,Wild lifeSafari,Yoga and Meditation -

SOTC testimonials
This is the first time we have booked any tour from SOTC and I am really delighted by the service provided by you. The hotel accommodation and transportation was pretty good. The rest of the tour was really fine and looking forward to have another engagement with the SOTC team in coming future. Thanks to all of you. Mr. & Mrs. Narayan Bangalore We wanted a completely customized trip to Leh and none of the tour operators met our demands until we met SOTC representatives. SOTC had prepared a detailed itinerary to Leh, thereby making our tour memorable. SOTC had taken care of all the necessities like

accommodation, comfort travel from one destination to the other, food, etc. We had requested further changes to the itinerary and it was done by our coordinator without any hassles. This gesture was very humble and we were very obliged by the same. Mr. & Mrs. Joshi Mumbai Unfortunately we booked USA/Alaska tour with SOTC this summer, everything went wrong. They hired cheap buses which also broke down on our way to Niagara from NY, food was horrible, the tour manager kept changing every 2 days who were so unprofessional and had no knowledge of anything, Please stay away from SOTC. They are dishonest, cheaters and cheap people who are unfit to be in tourism industry. And after paying almost 5000 usd , we returned with bitter memories. Especially NRIs do not book with them, you will be definitely disappointed. Cheaters, Liars - Complete waste of time and money By: Soumya SOTC is the worst holiday planner. Before booking the tour I had confirmed twice about the accommodation and I was told that accommodation is in 3 star hotels. Their 3 star hotels did not even have generators and were situated far away from the main city. There was a power cut and we were given candles at night. In Gulmarg where there is snow all around the hotel did not even have proper hot water facility. We could not even brush our teeth or wash our face. The hotels were so popular that even the driver had to search for it. They had told that it is a group tour but reality is that the group consisted of only 5 members. Their plan included free buffet breakfast and dinner. But we were fed like beggars. There was no choice in food and were served the same food every day. We were told that each person will be given a bottle of mineral water every day. After asking for it we were given the water for only 6 days. According to the plan there are 3 Shikara rides but we were given only one shikara ride. When we spoke with the local travelling agent they were not even ready to listen to us and cut the call. I had my worst holiday experience with SOTC and I will not recommend this to anyone. Worst Tour Operator By: Renju

Thomas Cook
A cruise is certainly a fun vacation, especially if you know how to plan your trip well! We had such a fun-filled trip aboard the Malacca/Kuala Lumpur Cruise. Very good value for money! Good Job Thomas Cook! I am definitely going to plan my next trip with you guys.- Rinkal, Mumbai Just back from a holiday with the family and a fab job done by Thomas Cook India. Thanks to them, our vacation couldnt have been better. The staff and arrangements were impeccable with

even the kids requirements being taken care of without hiccups. Thanks you guys. It was a amazing experience for me- Preeti Please travel with any other travel agent, not with Thomas Cook , if you do not want to be duped in terms of money and time. The Top management of the company is a BIG TIME FRAUD- Pankhuri Grover I suggest against taking any trip organized by Thomas Cook especially those booking from Delhi. Poor customer service, incompetent staff (including senior level), lack of responsibility with visa services are only a few of the issues one would face- Prerna Gupta

Cox and Kings

I will definitely recommend this company to my friends & travel with them again. But they need

to improve on their booking procedure. At least keep us posted about the progress of bookingsShubha Doshi They will charge you extra for everything else which is worth seeing and is not in the itinerary. The Manager will take you to only such places where they have a tie up, be it if its for shopping or for eating. They will charge you exorbitant rates for substandard service and product Hustling and conning innocent travelers We want to convey our sincere thanks and congratulate Cox and Kings. Our stay in US will always be in our memories. The tour manager was very cooperative and friendly. Our food and accommodation were excellent. We wish Cox and Kings all success.- V. Tirikumar

Our own Cold calling experience: We also did a cold calling at Cox and kings Nagpur to
know service experience at the 1st encounter. We called to know about a trip to a hill station for 7 days in the end of September. They suggested us to go to Mysore Ooty or Shimla Manali. They told us about the various places they would cover in the trip planned for us and also the package price. They suggested us to add few more destinations. The package would include accommodation in a 3 star hotel and breakfast for all 7 days. They told us that Shimla trip would start from Delhi whereas, Mysore trip can start from Nagpur itself. They recommended us to visit their office so that they can give a detail plan and also provide some discounts if possible. Overall experience of the service was satisfactory. The staff was energetic and supportive. They were willing to provide us best service and least cost. As they were constantly telling us to give them some time to plan a good trip for us. The only lag I found was that during the call

there were lot of disturbances. They made us hold for a very long time and while they were talking to us there were a lot of people prompting this from back which was bit irritating.