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An internship report on Fly Home Travels (Pvt.) Ltd.

Submitted To
Apex College, internship management team
In partial fulfillment of requirement for the degree of
Bachelor of Business Administration

Submitted by:
Naim Ahmed Sisir
Roll No-20644

In order to experience the real facts of travel and tourism industry, Apex College and its
management had organized a proposal for internship program to BBA-TT students in
various related hospitality services based industry. Regarding these bases, this report is all
about internship experience, which is essential as per my course of study. I got an
opportunity to work in tours and travels organization.
So, I greatly and heart fully thanks all the genuine people who made me gain and well
known about the real fact of tourism industry.
First and foremost I would like to express my warm appreciation to Apex College of
management for providing such kind of opportunity to develop our knowledge and
experience. I am equally thankful to apex internship management team especially my
BBA-TT coordinator mr.subham poudel .
I would like to express my deepest thanks to liberal tours and travels, its director
mr.surendra k. pokheral along with its staffs especially mr.devendra Nepal for giving the
opportunity to work and making familiar with the working environment of organization.

Table of Content

Page no.

1.1 background.1
1.2 duration of the internship....1
1.3 objectives.1
1.4 placement.2

2.1 introduction of the agency2
2.2 organizational structure3

1.1 backgrounds
Travel agencies is a retail business that
sells travel related products and services to customers on behalf of suppliers such
as airlines, car rentals, cruise lines, hotels, railways, sightseeing tours and package
holidays that combine several products. In addition to dealing with ordinary tourist most
travel agencies have a separate department devoted to making travel arrangements for
business travelers and some travel agencies specialize in commercial and business travel
only. There are also travel agencies that serve as general sales agents for foreign travel
companies, allowing them to have officers in countries other than where
their headquarters are located. The industries that are involved in producing goods and
services which help tourist are called tourism industry, like other types of industries. This
industry is also expanding rapidly. Nepal is an adventure tourist's heaven for cultural and
environmental enrichment. The development of tourism in this remote mountain country
has not always been a success; however, today it is ingrained into Nepal's culture,
economy and environmental landscape. Nepal is tourists heaven for adventures cultures
and environmental enrichment. Variation in natural landscape of Nepal consists of valleys
and plains known as terrain in the south and breathtaking Himalayan peak sin the north
add great flavor for tourist.

1.2 History:

Though exact date and history of tourist in coming to Nepal is still unknown, it can be
assumed that first tourist started coming to Nepal only after first road systems was built
in 1950 that connect some of the Nepals cities which Indian borders in the south. Since
then international tourist flows to explore Nepals rich cultures, picturesque Himalayan.

1.3 Types of travel organizations in Nepal

Many of the businesses in tourism are very small. Government figures show that that
tourism industry consists of 127,000 businesses and 80 percent of these have a turnover
of less than 250,000 per year. In spite of this, the industry is dominated by a few large
companies. They have the greatest market shares and the most influence in shaping the
Travel agency
Trekking agency
Tours and travels
As needed by my academic course I have work in liberal tours and travels. Liberal tours
and travels is a registered company under department of tourism of Nepal, established in
2002.it has 10 years of experience in tourism industry serving tourist in various areas in
the process. Its aim is to provide tourist with the best experience incredible country,
helping them to understand the beauty of nature, our cultures and traditions and our
philosophy with skilled and dedicated staffs.
Undergraduate programs under Pokhara University offer management internship to
students pursuing BBA-TT 4th semester. The bachelor in business administration travel
and tourism course is designed in such a way which provides tourism students an
opportunity to learn travel and tourism related knowledge and skills practically and
theoretically. This is 4 week program designed to provide students an opportunity for
meaningful career-related experience in real organizational settings before they graduate.

Students will practice and expand upon their knowledge and skills learned in the
classroom in a substantive work situation. Internship is great jobs to learn. Students earn
credit and increased marketability for the permanent job search while learning more
about specific field and applying classroom knowledge in a corporate environment.

1.3 duration of the internship

30th oct, 2011 to 29th dec, 2011

1.4 objectives
The prime concern of this intern is to build up confidence and to expose ourselves
in the challenging field of travel and tourism organization
To learn about the daily operation that is conducted in the organization.
To be familiar with the operation and management systems of the travel and
tourism organizations in real world situation enhancing the competence of the
tourism students.
To gain knowledge about how to make reservation in hotels, preparation of
itinerary, dealing with customers of service industry.

1.4 placements
I have completed 4 weeks internship at liberal tours and travels as a reservation trainee.
The roles and jobs that I had to fulfill as intern are as follows: Reservation & booking ticket
Itinerary planning

2. Brief introduction of the organization

In 2002, liberal tours and travels were formally established under the department of
tourism in Nepal. it is situated in thamel,kathamandu,Nepal. Liberal aim is providing
tourists with best experience in this incredible country, helping them to understand the
beauty of nature, our cultures and traditions and our philosophy.

Nepal is a popular tourist destination throughout the world..Our countrysides, scenic

beauties, cultures, traditions, art etc attracts more than a million tourists every year. We
boast ancient arts, temples, monuments and various architecture. Other attractions include
national parks, wildlife sanctuaries, mountains, adventure sports etc. liberal invite tourist
to try liberal at least once and find out what the travelers actually missed in their life.
Liberal make your experience a one to remember throughout your life. it provides
affordable and efficient service.

2.1 Recommended package of liberal

Royal trek/days:9/season: oct-Apr
Jomsom trek/days:14/season: oct-may
Annapurna sanctuary/days:16/season: oct-nov-mar-apr
Rowling Himal/days:20/season-oct-dec
Kala patter Everest/days:22/season-oct-dec
Valley of the gods(Kathmandu valley)
Himalayas from the hills/day:6/season: all months

2.2 Offers by liberal

1. Tours
Kathmandu valley
Tibet tour, Bhutan tour, India tour

2. Transport
International ticketing
Domestic ticketing
Cars and coach rental

3. Sight seeing

4. Other features
Trekking guide
Wild life safari
Bird watching
Bungee jumping
Mountain flight
General information

2.3 Internship activities

When I join a travels and tours agency I have to perform many activities. The roles and
Jobs that I had to fulfill as intern are as follows: Learned about public relation, client dealing and visited nearby travels.
The telephone used to ring every time. So, I used to pick up the calls and pass it to
the respective staff. only when the concerned staffs were busy,
Learned about computer reservation system (CRS) and got basic knowledge about
CRS on Amadeus.
Our activities were to provide customers with all detail about reservation and
booking and also reserving the hotels for the customers.
Preparing itinerary as per the need of customers.

2.4 Internship achievements

it was the extracurricular and outer gaining practical based study. So far I concern
after all my work experience over 4 weeks in this organization I found this
organization has earned good will in the national and international sector for
building of a hospitality service with good relations. This organization seems to
have ability to fulfill determinants of service quality such as reliability,
responsiveness, assurance and tangible aspects.
The industrial practice in an agency has developed my confidence to work in a
travel agency. I am much more aware of the rules and regulations that has to be
followed by liberal tours and travels. This type of organizational practice or
internship required for the tourism students to develop skills knowledge and
experience in travel and tourism industries. It is more fruitful to build confidence
and ability which will be very helpful to the students for the further career

I have found it very beneficial and interesting to work as an internee in liberal

tours and travels. However there are some constraints that I have realize and
found during my internship. Due to the time constraint I couldnt gain much
knowledge which I have hope to learn. the number of employee is very less where
they are not properly hired in their work. Also due to the lack of creative and
competent in the organization, it is facing a problem of progress and effective
service to the customers and due to the lack of work specialization in the liberal
tours and travels. it is lacking its perfections in their service.

2.5 discussion and evaluation

The main objectives of this internship project emphasize me to blend the practical world
with the theories I learn. It provides me an opportunity for learning as well as developing
my managerial skills in a practical and real environment. I got a chance to apply my
theoretical concepts and skills in practical workplace. Though the agency was small with
fewer employees I got a chance to learn about the real business world.
I went to internship for meeting my objectives came to know that I couldnt gain all the
knowledge which I was expecting due to the time constraints. As we are the first batch
and the demand of skilled manpower in the tourism secure our career. This kind of
practices helps to built our confidence level and develop network to further career in
particular area. Different tasks and activities are assigned in intern. I have to prepare
some of the itinerary everyday to accomplish such tasks. Hence, it improves our itinerary
preparing ability. It also develops my communication skills. Different types of skills
develop during the internship period like interpersonal skills, leadership skills, effective
group communication, and intellectual ability

International Air Transport Association



19 April 1945; 69 years ago in

Havana, Cuba
International trade association
Headquarters 800 Place Victoria ,Montreal, Canada
Membership approx. 250 airlines (2015)
DG and CEO Tony Tyler
The International Air Transport Association (IATA) is a trade association of the
worlds airlines. These 250 airlines, primarily major carriers, carry approximately 84% of
total Available Seat Kilometers air traffic.[2] IATA supports airline activity and helps
formulate industry policy and standards. It is headquartered in Montreal, Canada with
Executive Offices in Geneva, Switzerland.[3]

IATA was formed in April 1945 in Havana, Cuba.[4] It is the successor to the International
Air Traffic Association, which was formed in 1919 at The Hague, Netherlands.[5] At its
founding, IATA consisted of 57 airlines from 31 countries. Much of IATAs early work
was technical and it provided input to the newly created International Civil Aviation

Organization (ICAO), which was reflected in the annexes of the Chicago Convention, the
international treaty that still governs the conduct of international air transport today.
The Chicago Convention couldnt resolve the issue of who flies where, however, and this
has resulted in the thousands of bilateral air transport agreements in existence today. The
benchmark standard for the early bilaterals was the 1946 United States-United Kingdom
Bermuda Agreement.[6][7]
IATA was also charged by the governments with setting a coherent fare structure that
avoided cut-throat competition but also looked after the interests of the consumer. The
first Traffic Conference was held in 1947[8] in Rio de Janeiro and reached unanimous
agreement on some 400 resolutions.[9]
Aviation grew rapidly over the following decades and IATAs work duly expanded. It
transformed its trade association activities to take account of the new dynamics in
aviation, which was seeing increasing demand from the leisure sector. Price flexibility
became increasingly important and the United States led the way into deregulation in
IATA has cemented its position as the voice of the aviation industry in recent years,
launching a number of important programs and lobbying governments in the wake of
successive crises. Despite its factual influence, the IATA is a trade group with no
legislative powers.[12]

Safety is the number one priority for IATA. The main instrument for safety is the IATA
Operational Safety Audit (IOSA) and its successor, Enhanced IOSA. IOSA has also been
mandated at the state level by several countries. In 2012, aviation posted its safest year

ever. The global Western-built jet accident rate (measured in hull losses per million
flights of Western-built jets) was 0.20, the equivalent of one accident every 5 million
flights.[14] Future improvements will be founded on data sharing with a database fed by a
multitude of sources and housed by the Global Safety Information Center. In June 2014
the IATA set up a special panel to study measures to track aircraft in flight in real time.
The move was in response to the disappearance without trace of Malaysia Airlines Flight
370 on 8 March 2014.[15]

Security has become increasingly important following the tragedy of 9/11. Following a
series of uncoordinated rules by different countries, the industry has developed a
Checkpoint of the Future, which is based on risk assessment and passenger

Simplifying the Business

Simplifying the Business was launched in 2004. This initiative has introduced a number
of crucial concepts to passenger travel, including the electronic ticket and the bar coded
boarding pass. Many other innovations are being established as part of the Fast Travel
initiative, including a range of self-service baggage options.
A new program that has drawn plenty of interest is New Distribution Capability. This will
replace the old EDIFACT messaging standard that is still the basis of the global
distribution system /travel agent channel and replace it with an XML standard. This will
enable the same choices to be offered to high street travel shoppers as are offered to those
who book directly through airline websites. A filing with the US Department of
Transportation brought over 400 comments.

IATA members and all industry stakeholders have agreed to three sequential
environmental goals:

1. An average improvement in fuel efficiency of 1.5% per annum from 2009 through
2. A cap on net carbon emissions from aviation from 2020 (carbon-neutral growth)
3. A 50% reduction in net aviation carbon emissions by 2050 relative to 2005 levels.
At the 69th IATA AGM in Cape Town, South Africa, members overwhelmingly endorsed
a resolution on Implementation of the Aviation Carbon-Neutral Growth (CNG2020)
The resolution provides governments with a set of principles on how governments could:

Establish procedures for a single market-based measure (MBM)

Integrate a single MBM as part of an overall package of measures to achieve


IATA member airlines agreed that a single mandatory carbon offsetting scheme would be
the simplest and most effective option for an MBM.

IATA provides consulting and training services in many areas crucial to aviation.
Travel Agent accreditation is available for travel professionals. Full accreditation allows
agents to sell tickets on behalf of all IATA member airlines.
Cargo Agent accreditation is a similar program.
IATA also runs the Billing and Settlement Plan, which is a $300 billion-plus financial
system that looks after airline money.
And it provides a number of business intelligence publications and services.
Training covers all aspects of aviation and ranges from beginner courses through to
senior management courses.


Publications - Standards
A number of standards are defined under the umbrella of IATA. One of the most
important is the transport of dangerous goods (HAZMAT).

Global Distribution System

A Global Distribution System (GDS) is a network operated by a company that enables
automated transactions between third parties and booking agents in order to provide
travel-related services to the end consumers. A GDS can link services, rates and bookings
consolidating products and services across all three travel sectors: i.e., airline
reservations, hotel reservations, car rentals, and activities.
GDS is different from a computer reservations system, which is a reservation system used
by the respective vendors. Primary customers of GDS are travel agents (both online and
office-based) to make reservation on various reservations systems run by the vendors.
GDS holds no inventory; the inventory is held on the vendor's reservation system itself. A
GDS system[1] will have real-time link to the vendor's database. For example, when a
travel agency requests a reservation on the service of a particular airline, the GDS system
routes the request to the appropriate airline computer reservations system. This enables a
travel agent with a connection to a single GDS to choose and book various flights, hotels,
activities and associated services on all the vendors in the world who are part of that


Example of a booking facilitation done by an airline

A mirror image of the passenger name record in the airline reservations system is
maintained in the GDS system. If a passenger books an itinerary containing air segments
of multiple airlines through a travel agency, the Passenger Name Record in the GDS
system would hold information on his entire itinerary, each airline he flies on would only
have a portion of the itinerary that is relevant to them. This would contain flight segments
on their own services and inbound and onward connecting flights (known as info
segments) of other airlines in the itinerary. e.g. if a passenger books a journey from
Amsterdam to London on KLM, London to New York on British Airways, New York to
Frankfurt on Lufthansa through a travel agent and if the travel agent is connected to
Amadeus GDS. The PNR in the Amadeus GDS would contain the full itinerary, the PNR
in KLM would show the Amsterdam to London segment along with British Airways
flight as an onward info segment. Likewise the PNR in the Lufthansa system would show
the New York to Frankfurt segment with the British Airways flight as an arrival
information segment. The PNR in British Airways system would show all three segments.
One as a live segment and the other two as arrival and onward info segments.
Some GDS systems (primarily Amadeus and Sabre) also have a dual use capability for
hosting multiple computer reservations system, in such situations functionally the
computer reservations system and the GDS partition of the system behave as if they were
separate systems.

End-user reservation portals run by GDS companies


The table below lists the various portals run by GDS companies. A customer can view
their reservations held in the GDS's own database or using the airline's booking system
itself. If a reservation is made through a GDS, there are usually two reservation
references: one is called a GDS locator code and the other the actual reservation or PNR

Future of GDS Systems & companies

GDS in the travel industry originated from a traditional legacy business model that
existed to inter-operate between airline vendors during the early days of computerised
reservations systems of the 1950s. Most airline vendors (including budget and
mainstream operators) have now adopted a strategy of 'direct selling' to their wholesale
and retail customers (passengers) by investing in their own reservations and directdistribution systems. Hence significant technology advancements in this space facilitate
an easier way to cross-sell to partner airlines and via travel agents, eliminating the
dependency on a dedicated global GDS federating between systems. Hence some experts
argue that these change in business models will eventually lead to phasing out of GDS in
the Airline space by the year 2020.
However, hotels and car rental industry continue to benefit from GDS, especially lastminute inventory disposal using GDS to bring additional operational revenue. GDS here
is useful to facilitate global reach using existing network and low marginal costs when
compared to online air travel bookings. Some GDS companies are also in the process of
investing and establishing significant offshore capability in a move to reduce costs and


improve their profit margins to serve their customer directly accommodating changing
business models.

Billing and Settlement Plan

This article provides insufficient context for those unfamiliar with the subject. Please
help improve the article with a good introductory style.
Billing and Settlement Plan (BSP) (also known as "Bank Settlement Plan") is an
electronic billing system designed to facilitate the flow of data and funds between travel
agencies and airlines. The advantage of such an intermediary organization is that instead
of each travel agency having an individual relationship with each airline, all of the
information is consolidated through the BSP.
BSP's are organized on a local basis, usually one per country. However there are some
BSP's which cover more than one country (for example the Nordics). The International
Air Transport Association states that at the close of 2009, there were 86 BSP's covering
more than 160 countries worldwide, while at the close of 2011, there were 88 BSPs,
covering 176 countries and territories serving about 400 airlines, with gross sales
processed amounting to USD 249 billion.[1]
Travel agents (TA) are usually required to be accredited by either Airlines Reporting
Corporation (ARC), when they are located in the US, or BSP outside of the US, in order
to issue airline reservations through GDS.[2]


Available Global Distribution System in Bangladesh