A SUMMER TRAINING REPORT

ON

INBOUND SERVICES OF COX & KING IN INDIA

SUBMITTED TO
B

SUBMITTED BY

MISS. SHIVA SINGH

RITESH PANDEY

HOD

MBA 3rd SEM

RAJ SMS

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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 & Kings 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 its 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.

HISTORY OF THE COMPANY

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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.
Coxs 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
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
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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 & Co grew through the 18th and 19th centuries. Timely alliances with the
great banking families such as the Hammerlseys and Greenwoods secured an
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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

INDIVIDUAL HOLIDAYS
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GROUP HOLIDAYS

ROMANTIC GATEWAYS
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 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

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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

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AUS- NEW ZEALAND

ISLANDS

AFRICA

AMERICAS

Luxury Escapades
This innovative niche caters to the crme de la crme 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
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
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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
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
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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
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.
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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, organizations 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

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).

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 Tele-marketing
Telemarketing is marketing conducted over the telephone. Most
telemarketing calls are "cold calls," meaning the recipient of the call
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 UKs 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, Dubais objective is to tap UAEs 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. Its
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 dont
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 NRIs 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 Indias 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 contesting
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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
& KINGs).
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
1

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

customer's needs and wants.

2

The system extracts customer data from your booking system and maintains

a complete detailed history of all your customers.

3

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

respond to targeted offers.

4

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

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direct offer mails plus a personalised cover letter written as if it comes from you
and displays your shop's contact details.
5

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.
6

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.

TRAVEL INDUSTRY FUTURE

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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
1

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:
1

A rich experience of around 248 years

2
3

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
6

Integrated Information Technology Platform to offer centralized

reservation systems for all business units

7

Excellent Supplier Contracting Terms & Capabilities

Strong online Presence

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Timely & Accurate MIS

10

Knowledgeable Staff

11

Support via BPO & Call Centres

12

Innovative Products Design and Creative Marketing

13

Global Shareholder of Radius

14
15
16

DESTINATION MANAGEMENT

17

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.

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
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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
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 customers site, through its Radius Shareholders in the
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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.

MICE

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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:
1

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
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.
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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.
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,
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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
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).
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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
are expected to continue in 2009, with the growth rate of tourist arrivals likely to
decline by 4.3% to 885mn before

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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.
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.
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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 Argument
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
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
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higher in the case of emerging markets, mainly India, the Middle-East and SouthEast 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 20092019.
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
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.
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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

1

The Travel and tourism industry is highly cyclical in nature and sensitive to

changes in economic growth.

2

The industry is highly-fragmented and competitive, and thus faces stiff

competition from other players and also from the unorganized sector
3

The company is exposed to currency fluctuations in the various countries

that it operates in.

Outlook and Valuation
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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 companys
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
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

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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.

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
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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 brands
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 & KINGS PROFILE

Cox & Kings is the longest established travel company in the world. Its
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 1750s and the 1950s 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 1970s foreign companies were obliged to limit their investment
in India, at which time the Taj Group of Hotels acquired a substantial interest in 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.
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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
worlds 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 companys close corporate association with
the leading hotel group in India, The Taj Group of Hotels and the Gateway chain of
hotels have strengthened companys position as Indias leading inbound operator.
Cox & Kings is the only Indian tour operator which understands the 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 Indias population) with the
socio-economic profile to travel overseas on leisure tours, Cox & Kings has a
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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 & Kents 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 Indias 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 worlds 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 worlds 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 Europes 20 th
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 worlds 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! Thats 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 FITs , quein 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
particular day the movement of your clients. Post completion of your tour Cox
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& Kings can provide you with MIS reports on how each one of your tours fared
in terms of hotel nights, domestic airline mileages 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) Companys 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
of the personal manager, general manager, and the concerned head of the
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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. Companys 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
ACTIVE ROLE IN THE ACHIEVEMENT
OF GOALS

EFFECTIVE

PERSONAL

CULTURE

SYSTEMS

PERSONAL
PRACTICES

TRAINING &
DEVELOPMENT

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

Innovation

Quality manpower

Performance

Open

Potential

communication

assessment

Employee relations

Career

management
Work environment Succession

management
Recognition

Job enrichment

Discipline

Self

planning
Quality

Reward systems

development
Proactive

Industrial relation

High responsibility

Self actualization

Welfare activities

Role clarity

Growth

leadership
Positive attitude

opportunities

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Value driven

Communication

Job satisfaction

system
Concern

& HR data base

sensitivity
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
problem faced by them and finally to throw light on areas of improvement
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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.

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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 & Kings 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.
Segmentation
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Though there are a number of bases for

segmentation of tourists, one of the most
important is Lifestyle. Traveling decisions

CATEGORI
ES

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
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
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
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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
& KINGs).

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 & Kings
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.
CKILs 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:.
1

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 its

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:1

The services provide by franchise store of COX AND KINGS (franchise

department).
2

Facilities provided to the Customer of COX AND KINGS.

Influence of positive referrals on the customer growth and sales made

through new customers added.

4

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 35
mers 1-6 month hs
6-12 mon nths

45

12-18 mo nths

15

18-24 mo nths

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Table

2-Influencing

Factors

for 15

Clients &Friends
Follow ups

e-mails

10

Cox a and kings webs site

70

Table 3-Reasons for preferring 75

Cox

and

Kings

Customer

relation
Attractive packages

10

Service

10

Pricing

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Table 4-Demand for service es 90

Always
Sometime es

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Table 5-Expectaations from 60

the company Services
Pricing

Packages

15

Accommodations

Excursion

15

Table

6-Satisfaction

level 60

Highly
Highly satisfied
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Satisfied

30

Average

Not satisf fied

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.
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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.
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
1

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 customers satisfaction

level
6

Proper working environment should be provided in order to provide ease to

employees as well as customers

7

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

10

Group tours should be provided with proper assistance and guide throughout

the tour
11

Regular updates of the services and products should be communicated to

loyal customers
12

Strong competitive strategies must be followed against the competitors

especially THOMAS COOK

13

Regular appraisal should be followed for the employees in order to get the

maximum output from them

14

Number of days and nights should be increased to optimize the level of

experience
15

Franchisee department should emphasize on increasing more number of

stores for mass accessibility of customers

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16

Franchisee stores must be monitored and regulated on regular basis for

providing greater assistance and documentation.

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Conclusion

COX & KINGS 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.

2

COX & KINGS is one of the dominant in the industry.

COX & KINGS global presence has also strengthened its position in India.

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Future Plans Of Cox & Kings

1

COX & Kings is set to expand its foreign exchange business to more centres

in India
2

Cox & Kings has come out with its package for Europe and packages for the

US and Far East on mass basis.

3

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.
4

Efforts are being made so that online and offline business models would

complement each other in a very effective manner in future

5

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
1

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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