―MAKEMY TRIP‖

BY
GADE NARESH
(H.T.NO. 4502-16-408-010)

Under the Supervision of

Dr. K. SRIDEVI,
Head,
Department of commerce,
Mahatma Gandhi University.

Project Report Submitted in partial fulfillment of the requirement for

The award of the Degree of

MASTER OF COMMERCE
2016-2018

To The
DEPARTMENT OF COMMERECE
Mahatma Gandhi University,
Nalgonda, Telangana.

1
 DECLARATION

I, GADE NARESH bearing the hall ticket Number: 4502-16-408-010, academic year 2016-18,

hereby declare that the work presented in this Project entitled ―MAKEMY TRIP‖ submitted to

the Mahatma Gandhi University in partial fulfillment for the award of Master of Commerce,

carried out by me under the Supervision of Dr. K. Sridevi, Head, Department of Commerce,

Mahatma Gandhi University, is an original work. I also declare that I have not submitted the

same, either in part or full, to any other University/Institution for the award of any degree

Date
(G.NARESH)

2
Dr.K.Sridevi UNIVERSITY COLLEGE OF COMMERCE AND
BUSINESS MANAGEMENT
M.Com. MBA, PhD
MAHATMA GANDHI UNIVERSITY
(www.mguniversity.ac.in)
Anneparthy, Nalgonda – 508 001
Head,
Mobile: 9490807300
Dept. of Commerce
Email: sridevikoutha@gmail.com

CERTIFICATE

This is to certify that the Project entitled ―.MAKEMY TRIP‖ submitted to the Mahatma

Gandhi University in partial fulfillment, for the award of Master of Commerce, is an original

work done by .G.NARESH carried out under my guidance and this is not submitted, either in

part or full, for the award of any other degree in the past to this University or any other

University / Institution.

Date: Dr. K. Sridevi

Research Supervisor

3
 CERTIFICATE

This is to certify that G.NARESH is a bonafide student of this college, studying MASTER OF
COMMERCE, bearing Hall ticket No: 4502-16-408-010 and he/ she has worked on the
project titled ―.MAKEMY TRIP‖.

This report is submitted in the partial fulfillment of the requirement of the award of ―Master of
Commerce‖ degree from Mahatma Gandhi University.

INTERNAL EXAMINER EXTERNAL EXAMINER

HEAD,
DEPARTMENT OF COMMERCE

4
 ACKNOWLEDGEMENT

I express my deep sense of gratitude to my supervisor Dr. K. Sridevi, Head, Department of

Commerce, Mahatma Gandhi University, for providing valuable guidance and encouragement
in the preparation of this project report.

I thank all my faculty members Sri. Dr.Ravi Akula And Sri. Mr.K Ravichndra for their
guidance and keen interest in the preparation of my project report.

I take this opportunity to thank all my classmates and juniors for the help and co-operation
extended in this endeavor of mine.

I thank my Parents, Family members and God for all the benevolence.

G.NARESH
(H.T.NO. 4502-16-408-010)

5
 Contents

S.no Page no.

1. Introduction 7-8

2 Review of the literature 8-15

3 Research gap 16

4 Objectives of the study 16

5 Scope of the study 16

6 Period of the study 16

7 Methodology 16

8 Organization of the Study 16-17

9 References 18-19

6
 CHAPTER I

INTRODUCTION

Introduction
Nurtured from the seed of a single great idea - to empower the traveller - MakeMyTrip went on
to pioneer the entire online travel industry in India. MakeMyTrip has revolutionised the travel
industry over the years. This is the story of MakeMyTrip, India‘s Online Travel Leader.

ORGANIZATION DESCRIPTION
MakeMyTrip‘s rise has been led by the vision and the spirit of each one of its employees, for
whom no idea was too big and no problem too difficult. With untiring innovation and
determination, MakeMyTrip proactively began to diversify its product offering, adding a variety
of online and offline products and services. MakeMyTrip also stayed ahead of the curve by
continually evolving its technology to meet the ever changing demands of the rapidly
developing global travel market. Steadily establishing itself across India and the world,
MakeMyTrip simultaneously nurtured the growth of its offline businesses, augmenting the
brand‘s already strong retail presence further. Today, MakeMyTrip is much more than just a
travel portal or a famous pioneering brand - it is a one-stop-travel-shop that offers the broadest
selection of travel products and services in India. MakeMyTrip is the undisputed online leader,
with its share of the travel market extending to more than 50% of all online sales, a fact evinced
by the trust placed in it by millions of happy customers.

PRODUCTS AND SERVICES PROVIDED

 International and Domestic Air Tickets, Holiday Packages and Hotels
 Domestic Bus and Rail Tickets
 Private Car and Taxi Rentals
 MICE (Meetings, Incentives, Conferences & Exhibitions)
 B2B and Affiliat

7
Review of Literature
The study of earlier research work will certainly help the researcher in presenting the report in a
clear and precise manner with valuable suggestions and conclusions. In fact, a brief history of
yesteryear‘s reports, surveys and research articles in the similar area helps as a ‗backbone‘ for
the present study. Therefore a review of the past, related studies in the field are as important as
the present study.
S.N AUTHOR TITLE PUBLISHED ABSTRACT
O NAME DETAILS
1 Michael analytical A conjoint A Conjoint Analysis‖ examines the
Chiam, study analysis. impacts of a number of elements such
Geoffrey Online and International as price, package characteristics,
Soutar and Off-line journal of travel agents and a seal of approval in
Alvin Yeo‘s Travel tourism research, online and off-line environments by
Packages 11, 31-40.(2009) using conjoint analysis. The findings
Preference www.interscienc of the study reveal that price had the
e.wiley.com biggest impact, although travel agent
and airline reputation and
trustworthiness also impacted on
people‘s preferences. .
2 Nicholas Case of April 2014 We examine the financial
Rupp East, American consequences of a reseller excluding
Vivek Pai Airlines and a certain supplier. We take advantage
University Online Travel of a recent conflict between American
of Agencies Airlines and two leading U.S. online
California, travel agencies (Expedia and Orbitz),
which led to the suspension of
American Airlines fares during the
first quarter of 2011. We analyze
price data for the first quarter of 2010
and 2011, employing a simple
difference-in-differences
identification strategy to evaluate
changes in American Airlines‘
domestic fares due to this conflict.
3 Chakravarth Comparison March 2012 The Indian travel industry is rapidly
i, J. S. K., of Traditional changing. Many of these changes are
Gopal, and Online synchronous with the changes taking
Venu, IUP Travel place globally. These changes
Journal of Services: A promise to usher in an era of
Business Concept Note convenience and comfort to the
Strategy customer. For quite a long time, the

8
 travel services business had not
witnessed any major change and was
deeply mired in tradition (Middleton
et al., 2009, p. 242). But in the last
decade or so, the influence of
Information and Communications
Technology (ICT) is most visible in
this industry. Industry reports suggest
that ICT in general and Internet in
particular has had a quick and
pervasive influence over how the
business is getting designed and
transacted in the travel services
market (Middleton )
4 Pualo duorte Online Travel Journal of Travel Over the past two decades, there has
Purchasing: A & Tourism been an increasing focus on the
Literature Marketing 30(8): developmentofInformationandComm
Review 755- unicationTechnologies (ICTs), as
785 · November well as the impact that they have had
2013 on the tourism industry and on
travelers‘ behaviors. However,
research on what drives consumers to
purchase travel online.
5 Narayan B. An An Online Online travel market in Asia Pacific
Prabhu M, exploratory International region (APAC) is growing at a faster
Assistant study on Research Journal pace, and India being one of the top
Professor, online travel (ISSN: 2311- emerging markets, representing 9%
Sales and trends and 3189) 2014 Vol: of APAC online market, travel
Marketing, . travel 1 Issue 3 organizations are trying their level
behavior of best to deploy emerging technologies
employees for gaining competitive advantage
working in and to catch up with the rapidly
I.T. changing business scenario in India.
organizations In this paper, efforts are taken to
in Bengaluru, understand the online travel trends
India and travel behavior of employees
working in I.T. organizations in
Bengaluru which employs 35% of
India's pool of one million I.T.
professionals. Further in this paper,
efforts made to get into the insights of
I.T. employees‘ adoption and
attitudes towards online technology
platforms and identify how they put
their attitudes into action

9
6 Josefina CO- INTERNATION Travel Agencies (TA) business model
Olívia CREATION: AL is shifting from ―Sold To" (Trip
Marques THE CONFERENCE Centric) to "Selling With" (Traveler
Godinho TRAVEL ON TOURISM Centric). The traditional system of
Salvado AGENCIES‘ & company-centric value creation is
PhD NEW MANAGEMEN becoming obsolete. Prahalad &
Student, at FRONTIER T STUDIES – Ramaswamy (2004) argue that
University ALGARVE consumer wants to interact with firms
of Aveiro 2011 and thereby co-create value. In this
TA new frontier, the role of the
consumer has changed from isolated
to connected, from unaware to
informed, from passive to active.
7 JohnSalazar, Online Travel European The growth of online travel agencies
PhDProfess Retail Site Scientific has modified how consumers explore
orofHospital Usage And Journal May possible vacation choices by allowing
ityManagem Generational 2016 /SPECIAL/ greater access to the travel and
ent . Differences edition ISSN: tourism supply chain. This growth
When Using 1857 – 7881 also empowers potential travelers to
Sites To Plan (Print) e - ISSN be more discerning when purchasing
A Leisure 1857- 7431. travel products and services by giving
Vacation them the opportunity to align their
preferences (i.e., price, value,
amenity, etc.) with the multiple
product offerings available to them
via online travel retail sites. This
research explores a visitor‘sfrequency
of using online travel sites when
planning a leisure vacation and if
similarities exist in how frequently
these sites are used in the planning
process.
8 Martin Databased February 1, 1999 It shows that the travel agencies are
Oppermann Marketing involved only to a limited extent in
byTravel the three identified areas of databased
Agencies marketing:customer retention,
product promotion, and customer
creation. Especially in the areas of
product promotion and customer
creation, considerable opportunities
exist to maximize the returns and
effectiveness of the existing
databases.

10
9 Inversini, Selling International This paper focuses on the reason why
A., & Rooms Journal of hoteliers choose to be
Masiero, L Online: The Contemporary presentinonlinetravelagent (OTA) and
Use of Social Hospitality social media websites for sales
Media and Management, purposes. It also investigates
Online Travel 2014 thetechnological and human factors
Agents related to these .
10 Dr. Sanjay AN Inspira- Journal Online travelling is the newest
Bhayani∗ EMPIRICAL of Modern addition to the travelling ecosystem
Ravi D STUDY OF Management & in India. The advent and proliferation
Bavaria CONSUMER Entrepreneurship of computers, coupled with the
PERCEPTIO 125 ISSN : increasingly acceptable leveraging of
N 2231–167X, the Internet has caused some major
TOWARDS Volume 04, No. changes in the travel industry. Online
ONLINE 04, October, travelling in India is yet at a very
TRAVEL 2014, pp.125- nascent stage. Travelling has not been
AGENCY 134 a focus area but merely another
application for engaging users when
they are looking out for some quick
results. The engagement level of most
users has also been low with
infrequent usage and loyalty.
However all this is changing with the
spotlight sharply focused on complete
travel booking. The traditional means
of procuring airline tickets and
associate travel arrangements are
rapidly changing. These changes are
primarily being facilitated by Internet
travel marketplaces (such as
makemytrip.com, yatra.com, etc.)
11 Ravichandra Traveller‘s Indian Journal of studied the penetration of internet in
n.K Perception on Marketing Vol. travel and tourism industry and
travel service XXXVIII, No.6, identified that the present outlook for
providers in June 2008 pg 21- travel industry is one of innovation,
an Electronic 28 high occupancy rate and healthy
Environment, competition at a higher rate. The
study highlighted that a need for
transformation into the techno-centric
business arena was felt where the
consumers have different choices for
customisation of their own product
without any direct contact with an
intermediary. It was further pointed
out that the major aspect of concern
for travellers is to search information.

11
12 Matei, E., & Indiain South AsianAn Analysis‖ examines in detail that
Simon, Romania‘s Journal ofIndia penetrates with difficulty in
travel Tourism and Romania‘s tourism market even the
packages Heritage, 1, 1. country possessing strong cultural
Pp. 32 -heritage, icon attractions and central
38.(2008) image in global marketing. The study
reviewed several researches into the
interaction between Romanian tour
operating companies with India‘s
travel packages via internet. It also
analyses the demand pattern and
suppliers‘ practice, as well as the
recognition of importance
inunderstanding of how they
function. Moreover the study defines
and ranges India‘s destinations in
conventional views of tour operators
as providers and tourists‘expectations
advantages and disadvantages of both
segments which deal with marketing
practices and policies14
13 Cohort journals.sagepub The study provides explanatory detail
Srikanth Analysis of .co (2005) using a synthesis of literature across
Beldona Online Travel the areas of technology adoption
Information theory, e-commerce, and sociology.
Search The findings provide an evolutionary
Behavior: perspective of online travel
1995-2000 information search behavior among
and within generational cohorts.
Theoretical and practical implications
are discussed.
14 Dolnicar, S. Travel agency Journal of Travel This paper provides insight into
& Laesser, marketing Research, 46 (2), alternative strategies for travel
C, strategy 133-146 ,(2007) agencies in a matured travel market
University insights with a high internet penetration.
of St Gallen, Discounting arguments that claim that
Switzerland, there will be no need for travel agents
in future, two possible roles for travel
agents can be derived from theory
and prior studies in the field: travel
agents can survive if they focus on
specific specialized services, such as
travel consultation (specialization;
hypothesizing that systematic
differences exist between the usage of
travel agents for different travel

12
 contexts), and travel agents can
survive if they focus on specific
segments of the market, such as older
travelers (segmenta-tion;
hypothesizing that systematic
differences exist between the usage of
travel agents depending on the
personal characteristics of travelers)
15 Kanwal, K., Incredible BVIMR The paper shows the need of a
& Sheeba, India building Management tourism brand arose,how was it
Ka. the country as Edge, 2, 1, p.48- communicated through the digital
a 53 (2009) channel and howwas it revamped
tourism brand. with changing needs of themodern
tourist. Yet despite all this, much
smallercountries like
Malaysia,Thailand,Singapore and
Hong Kong than India
16 Ashok Adequacy and Conference on Undertaken to evaluate the adequacy
Patha.k And effectiveness tourism in India- and effectiveness of the official
Krishna of Indian challenges websites of various tourism
Kumar.k tourism ahead, Calicut: development corporations of India.
websites . IIMK.(2008) The websites have been evaluated
based on the variety of information,
online accommodation, travel
booking and other facilities and
services offered by the websites. The
study reveals startling inadequacies
and gaps in the websites that need to
be bridged.
17 Bhaskar Tourists Indian Journal of The study identifies the motivators of
Rao‘s perception Marketing. 34, 4, tourism and the relationship between
towards 28-31.(2007) the socio-demographic factors of
package tours. tourists and their preference towards
package tours. It finds the propensity
of pleasure of a tourist in packagetour
and considered it as the most
important motivator of tourism.
18 Filipe Factors Indian Journal The Multiple Regression Analysis
Rodrigues e influencing Marketing, 34, 9, shows that the overall impression of
Melo and performance 11-15.(2004) the hotel depends upon The
Huger. S.S‘s ofGoaTouris impression about the staff, room
mDevelopme services and amenities in the
ntCorporation bathroom. It Demonstrates the
(GTDC):multi entertainments provided during the
pleregression river cruise.
analysis.

13
19 Craig Stan, Repositioning Journal Of Traditionally, retail travel agencies
PhD travel Vacation have acted as intermediaries between
University agencies on Marketing 7(2) · primary creators/suppliers of travel
of Western the Internet April 2001. products and the consumer, largely as
Australia a function of taking upon themselves
the transaction costs for the consumer
to find and select appropriate travel
facilitators. Internet-related
technologies dramatically change
transaction costs in communication-
based activities and raise both
challenges and opportunities for this
business sector relating to issues of
the nature and value of
intermediation.

20 Alvaro The efficiency International This paper uses an econometric

Matias, of travel journal of frontier model to evaluate the
Technical agencies with tourism reaserch technical efficiency of a sample of
University a stochastic 16 October Portuguese travel agencies. The
of Lisbon, cost frontier: a (2006) model encompasses a Cobb–Douglas
Rua Miguel Portuguese cost frontier approach, with data
Lupi, 20 case study running from 2000 to 2004, and
1249‐068 makes use of financial variables to
Lisbon, generate the travel agencies'
Portuga efficiency scores. We conclude that
the efficiency scores are, at best,
mixed. A policy is then derived for
guiding management teams, as far as
this specific sector is concerned.
21 Mohammed The Impact of Sage journals, The Internet offers a rich atmosphere
Abubakar, . Travel on Volume: 5 issue: for prospective travelers to gain
Travelers 2, page(s): 124- familiarity, and harvest and retrieve
Booking and 136(2017 travel-related information and
Reservation resources.The Internet offers a rich
Behaviors atmosphere for prospective travelers
to gain familiarity, and harvest and
retrieve travel-related information.
22 Rob Law & How do Asia Pacific In recent years, hospitality and
Truman travelers find Journal of tourism researchers have presented
Huang their travel Tourism their findings of many studies on
and hotel Research Volum website performance and evaluations.
websites e 11, (2006) Although these prior studies have
achieved a certain degree of success
for assisting industrial practitioners to
develop and maintain their websites.

14
23 Michael A INTERNATION The dynamics of online searching and
Conyette, FRAMEWOR AL JOURNAL purchasing is becoming better known
Okanagan K OF and understood as researchers study
College EXPLAININ MANAGEMEN various products sold via the Web.
G HOW T AND Conceptual Framework was
CONSUMER MARKETING developed showing the connection
S PLAN AND RESEARCH between online searching, planning
BOOK VOLUME 5 and booking of leisure travel products
TRAVEL NUMBER 3 and the relationship between these
ONLINE 2012 variables is tested using logistic
regression. It confirms that
consumers plan then book travel and
that beliefs and attitudes influence
one‘s intention to book travel online.
Furthermore, beliefs about travel
agents affect beliefs and attitudes
towards online searching.
24 Zheng Representatio http://journals.sa With the growing importance of the
Xiang n of the gepub.com/First Internet for travel planning,
,Karl Wöber Online Published July 7, understanding the online domain of
,DanielR. Tourism 2008 tourism is vital in order to identify the
Fesenmaier Domain in challenges and potential solutions for
Daniel R. Search effectively marketing travel
Fesenmaier Engines destinations. This study focuses
attention on understanding the
representation of the tourism domain
on the Internet. Analyses of search
results from a major search engine
were conducted in order to assess: 1)
the visibility of destination-related
information; 2) the visibility of
various industry sectors within
destinations; and 3) the power
structure of websites that represent a
specific destination. The results show
that although there is a huge amount
of information indexed, travelers can
only access a tiny fraction of the
domain. Also, there are a relatively
small number of websites dominating
the search results. This study provides
a number of important insights into
the challenges facing the tourism
industry with respect to representing
a destination online.

15
Research Gap
The above review of literature points out that many studies have been But a very few studies
having a holistic approach of MAKEMY TRIP have been made. It would therefore be
appropriate to make such a study to address the gap

OBJECTIVES OF THE STUDY

The Objectives of the study are
 When it has strated
 Products offers makemy trip
 Their pricess of makemy yrip
 Performance of makemy trip and past 5 years growth

SCOPE OF THE STUDY

The Scope of the study is limited to the Students who are studying Post Graduation
Courses in the Colleges affiliated to Mahatma Gandhi University, Nalgonda.
 Its scope is for worldwide because whatever Promotions Make My Trip.com runs on its
website is formost part around the Globe.

 This study conducted a survey which enables the company to improve its position even
stronger in the today‗s competing world in respect of its Promotional offers

PERIOD OF THE STUDY

The period of the study from makemy trip company starting 2000-2018

METHODOLOGY
Relavant secondary data taken from company wesite,google,journals,news papers.

16
Organisation of the Study
The study organized in the following chapter

CHAPTER I: INTRODUCTION
In this Chapter, Importance of the study, objectives of the study, period, Methodology,
Scope of the study, sources of data, chapterisation and a brief review of literature are
discussed.

CHAPTER II. MAKEMY TRIP – AN OVERVIEW

In this chapter, factors leading to the introduction of the ‗makemy trip‘, an
overview about the scheme are discussed.

CHAPTER III: ‗.PERFORMANCE OF MAKEMY TRIP‘ AND PAST 5 YEARS

GROWTH
In this chapter the how performance of makemy trip in past 5 years growth of the
company

CHAPTER IV: SUMMARY, FINDINGS, CONCLUSIONS AND SUGGESTIONS:

In this chapter the summary of findings, the conclusions emerging from them and
suggestions are presented.

17
Thesis
Referencess
1. Michael Chiam, Geoffrey Soutar and Alvin Yeo‘s,analytical study Online and Off-line Travel
Packages Preference,A conjoint analysis. International journal of tourism research, 11, 31-
40.(2009)www.interscience.wiley.com

2 .Nicholas Rupp East, Vivek Pai University of California, Case of American Airlines and
Online Travel Agencies Apri1l 2014

3. Chakravarthi, J. S. K., Gopal, Venu, IUP Journal of Business Strategy Comparison of

Traditional and Online Travel Services: A Concept Note March 2012

4. Pualo duorte,Online Travel Purchasing: A Literature Review.Journal of Travel & Tourism

Marketing 30(8):755-785 · November 2013

5. Narayan B. Prabhu M, Assistant Professor, Sales and Marketing, An exploratory study on

online travel trends and travel behavior of employees working in I.T. organizations in
Bengaluru, India.An Online International Research Journal (ISSN: 2311-3189) 2014 Vol: 1
Issue 3

6. Josefina Olívia Marques Godinho Salvado PhD Student, at University of Aveiro,

COCREATION: THE TRAVEL AGENCIES‘ NEW FRONTIER INTERNATIONAL
CONFERENCE ON TOURISM & MANAGEMENT STUDIES – ALGARVE 2011

7. JohnSalazar, PhDProfessorofHospitalityManagement . Online Travel Retail Site Usage And

Generational Differences When Using Sites To Plan A Leisure Vacation, European Scientific
Journal May 2016 /SPECIAL/ edition ISSN: 1857 – 7881 (Print) e - ISSN 1857- 7431.

8. Martin Oppermann,Databased Marketing byTravel Agencies.February 1, 1999

9. Inversini, A., & Masiero, L,Selling Rooms Online: The Use of Social Media and Online
Travel Agents.International Journal of Contemporary Hospitality Management, 2014

10. Dr. Sanjay Bhayani∗ Ravi D Bavaria, AN EMPIRICAL STUDY OF CONSUMER

PERCEPTION TOWARDS ONLINE TRAVEL AGENCY.Inspira- Journal of Modern
Management & Entrepreneurship 125 ISSN : 2231–167X, Volume 04, No. 04, October, 2014,
pp.125-134

18
11. Ravichandran.K,Traveller‘s Perception on travel service providers in an Electronic
Environment,Indian Journal of Marketing Vol. XXXVIII, No.6, June 2008 pg 21-28

12. Matei, E., & Simon,India in Romania‘s travel packages. South Asian Journal of Tourism
and Heritage, 1, 1. Pp. 32 -38.(2008)

13. Srikanth Beldona,.Cohort Analysis of Online Travel Information Search Behavior: 1995-
2000.journals.sagepub.co (2005)

14. Dolnicar, S. & Laesser, C,University of St Gallen, Switzerland, Travel agency marketing
strategy insights.Journal of Travel Research, 46 (2), 133-146 ,(2007)
15.Kanwal, K., & Sheeba, Ka,Incredible India building the country as a tourism brand. BVIMR
Management Edge, 2, 1, p.48-53 (2009)

16. Ashok Patha.k AndKrishna Kumar.k,Adequacy and effectiveness of Indian tourismwebsites

for international tourism in India.Conference on.tourism in India- challenges ahead, Calicut:
IIMK.(2008)

17. Bhaskar Rao‘s,Tourists perception towards package tours.Indian Journal ofMarketing. 34, 4,
28-31.(2007)

18. Filipe Rodrigues e Melo and Huger. S.S‘s,Factors influencing performance of Goa Tourism
Development Corporation (GTDC): A multiple regression analysis. Indian Journal Marketing,
34, 9, 11-15.(2004)

19. Craig Stan,PhD University of Western Australia.Repositioning travel agencies on the

Internet,Journal Of Vacation Marketing 7(2) · April 2001.

20. Alvaro Matias, Technical University of Lisbon, Rua Miguel Lupi, 20 1249‐068 Lisbon,
Portuga,The efficiency of travel agencies with a stochastic cost frontier: a Portuguese case
study.International journal of tourism reaserch 16 October (2006)

21. A. Mohammed Abubakar, Department of Management Information System, Aksaray

University, Turkey.The Impact of Travel on Travelers Booking and Reservation
Behaviors,Sage journals, Volume: 5 issue: 2, page(s): 124-136(2017.

22. Rob Law & Truman Huang, How do travelers find their travel and hotel websites. Asia
Pacific Journal of Tourism Research Volume 11(2006)

23. Michael Conyette, Okanagan College, A FRAMEWORK EXPLAINING HOW

CONSUMERS PLAN AND BOOK TRAVEL ONLINE, INTERNATIONAL JOURNAL OF
MANAGEMENT AND MARKETING RESEARCH VOLUME 5 NUMBER 3 2012

19
 CHAPTER-2
MAKEMY TRIP – AN OVERVIEW

Operational Details of the Company;

The primary websites of MakeMyTrip are www.makemytrip.com and www.hoteltravel.com.
The Company provides access to all the major domestic full-service and low-cost airlines
operating to and from India, all major airlines operating to and from India, over 11,300 hotels
and guest houses in India, more than 102,800 hotels outside India, Indian Railways and several
major Indian bus operators. The products offered by MakeMyTrip include:

Traded As: NASDAQ; MMYT

TIndustry: online travel
Founded: 2000
Founder: DEEP KALRA
Headquarters: Gurugram,Haryana,india
Area served: World wide
Products: Booking flites, hotels,holydays,buses,trains and cars
Revenue: US$.447.62 Millian (2016-17)
Number of employees: 3426 (2106-17)
Website: http://www.makemytrip.com/

Organization structure:
MakeMyTrip is an organization of young people employing over 700 employees from
travel,tourism, technical and hospitality industries. MakeMyTrip believes in empowerment
policy.This means they give freedom to their employees the opportunity and freedom to think
and actin ways that will allow them to get the job done and still be consistent with their

20
services.Details of senior management are as follows:

 Deep Kalra (Founder and Chief Executive Officer)

 Keyur Joshi (Co-Founder and Chief Operating Officer)

 Mohit Gupta (Chief Marketing Officer)

 Rajesh Magow (Co-Founder and Chief Finance Officer)

 Amit Somani (Chief Products Officer)

 Mukesh Singh (Senior Vice President, Technology Development) Major investors

MakeMyTrip are:

 Ravi Adusumalli and Vibhor Mehra, SAIF Partners

 Sanjeev Aggarwal (Managing Director), Helion Venutre Partners

 Tim Gleri (Managing Director), Sierra Ventures

In 2012, MakeMyTrip launched travel-centric mobile applications (Apps) for iPhone, Android,
Blackberry and other types of basic phones (Gupta, 2012). The company is affiliated with
USTOA (United States Tour Operator Association), IATA (The International Airlines Travel
Agent Network), (the American Society of Travel Agents), recognized by Ministry of Tourism,
Government of India MakeMyTrip also developed and nurtured the growth of its offline
businesses like, its franchises and affiliates. It also started augmenting the brand‘s strong retail
presence further. Today, MakeMyTrip is much more than just a travel portal or a famous
pioneering brand - it is a one-stop-travel-shop that offers the broadest selection of
travelproducts and services in India. is the undisputed online leader, with its share of the travel
market extending to more than 50% of all online sales, a fact demonstrated by the trust placed in
it by millions of happy customers. MakeMyTrip‘s commitment and customer-centricity allows
it to better understand and provide for its customers‘ diverse needs and wants, and deliver
consistently. MakeMyTrip‘s dedicated 24x7 customer support and offices in 20 cities across
India and 2 international officesin New York and San Francisco allow it to remain accessible
to it‘s customers ‗a click‘s away‘.

21
Our Services and Products:
We offer a wide range of travel and travel-related services andproducts catering to the needs of
residents inIndia and non-resident Indians and others traveling to India fromthe United States
and other countries. We providetravelers with the tools and information they need to
efficientlyresearch, plan, book and purchase travel services andproducts in India as well as
overseas. Our services and productsinclude air tickets, hotels, packages, rail tickets, bustickets,
car hire and ancillary travel requirements such as visaprocessing and facilitating access to travel
insurance.Our key customers include leisure travelers and smallbusinesses.

Offers evaluated:-

 Holidays
2+1 Companion Offer
2 Night Stay Free Offer
Fly Free Offer
Free Stay Offer
Scratch Card Offer
1 Child Free
Get Domestic Offer
 Flight
Buy 1 Get 1 Offer (Only DOM)
Cash Back Offer
Reward Points Offer
Discount Offer By Specific Airlines

Air Tickets:
Our air tickets business is primarily targeted at domestic travelwithin India and international
travel originatingin India; and inbound travel to India from the United States andother countries.

22
 Holidays offers
Indian Vacations
Golden Triangle$ 499
Rajasthan Holidays$ 549
Kerala Holidays$ 349
Luxury holidays$ 4,299
International Vacations

Malaysia Singapore Delight$ 649

Sand of Maldives - Paradise Island Resort and Spa$ 499
Swiss Paris Delight Premium 2018 (Escorted Group Package)$ 1,049
Wonders of Australia$ 949
Southern Splendour- New Zealand Join Direct$ 1,099

Flight specials deals

RouteOne way fares (All Incl.)

Chicago to Delhi$ 749Book Now

Houston to Bangalore$ 899Book Now
Los Angeles to Delhi$ 949Book Now
Los Angeles to Hyderabad$ 949Book Now

Indian Domestic and Outbound Travel

We have experienced significant growth in our air ticketingbusiness covering domestic travel
within India and internationaltravel from India since we commenced our Indian operationsin
2005. The following table sets forth the number of transactions for air travel booked through us
in this business inthe last three fiscal years. We provide our customers with a wideselection of
airline tickets for all major domestic full-service andlowcost airlines operating in India,
including Air India, Air IndiaExpress, Go Air, Indigo Airlines, Jet Airways, Kingfisher Airlines
and SpiceJet; and all major international flights thatoriginate from cities in India, including Air
India, British Airways, Emirates, Jet Airways, Lufthansa,Malaysia Airlines, Singapore Airlines,
Thai Airways andVirgin Atlantic. We obtain inventory from these airlines either through a GDS
(we currently use Amadeus GDS) or via ³direct connects´ to the airlines¶ booking systems.We
believe our websites provide comprehensive information toour customers in a time-efficient and
unbiasedmanner. Customers are able to quickly and easily evaluate abroad range of potential
fare and airline combinationsthrough our user-friendly websites. Customers may search
for flights based on their preferred travel dates,destinations, number of passengers, number of
stops and class of travel, or may use our more advanced search tooland include additional
search parameters.

23
Inbound Travel to India:
We began selling air tickets for the United States-to-India sector in 2000. Our customers are
mainly non-resident Indians andpersons of Indian origin traveling to India. Our customers
maysearch and book their flights on our US sub-domain website,us.makemytrip.com, which is
linked to our primary website,www.makemytrip.com, and uses a similar search and
displayinterface as our primary website, and may also call our toll-free US hotline, 1800-
INDIA-10. The total number of transactions for inbound air travel to India booked throughus
were 17,222 in fiscal year 2008, 22,441 in fiscal year 2009and 36,135 in fiscal year 2010.We
also recently launched our website in the United ArabEmirates, www.makemytrip.ae, catering
mainly tonon-resident Indians traveling to India as well as on their travelsto other countries. We
intend to expand our businessin other markets outside India, particularly those with asignificant
non-resident Indian population as well as thosewith proximity to India and favored by Indian
travelers. Welaunched our Canadian website, www.makemytrip.ca, inJuly 2010. Our Canadian
website is currently owned by acompany which we have registered in Canada, and weintend to
transfer legal ownership of this company to us inAugust 2010.

Hotels and Packages:

We introduced our hotels and packages business in 2005 and have since experienced significant
growth in this area .Hotels Through our websites, customers can search, compareand make
reservations at approximately 4,000hotels in India and a wide selection of hotels outside India.
Weprocure room inventory from our hotel suppliersthrough three methods: ³direct connects,´
³direct allocation´ and³on request. of our hotel suppliers were directly-connected to our booking
system. Through these direct connects,´ our booking systems are integrated with the central
reservationssystems of the hotels and reservations to be made andconfirmed on a real time
basis. All our other hotel suppliers havea ³direct allocation´ arrangement with us wherebythey
allocate rooms directly to us either by managing their roominventory on an extranet supported
by us or viatelephone or through ³on request´ booking. In our ³on request´booking process,
customers may request areservation and we will liaise with the relevant hotel to try and confirm
the room reservation. We do not assume any with various travel suppliers and our GDS service
provider tocater to both individual and group travelers. Our packages also include various travel
services such as travelinsurance, visa processing, airport transfer andsightseeing.For our
customers travelling within India, our Indian websiteoffers a flight plus hotel option, using a
similar search and display interface as our separate air ticketing andhotels web-interface, which
enables customers toview multiple combinations of airlines and hotels to assemble atrip which
satisfies his or her uniquerequirements. Our website allows customers to customize their trips
by combining two or more travelproducts and selecting their desired air and hotel supplier,
oftenat a discounted price, compared to bookingthe individual components separately

24
Popular destinations:
Goa,New Delhi And
NCRMumbai,Chenna,iBangalore,Hyderabad,Jaipur,Ooty,Pune,Pondicherry,Dubai,Singapore,
Bangkok,MaldivesNew ,YorkLas ,VegasPattaya,Hong Kong,PhuketKuala ,Lumpurd for bookings
made on dates - 21sApr'18 and 28th/29th Apr'18 ( We

Rail Tickets
We introduced the sale of railway tickets in India in2009 after entering into an agreement
withIRCTC, which granted us ³direct-connect´ access to Indian Railways passenger reservation
system online and enabled our customers to reserve and purchase Indian Railways tickets on a
real time basis through our Indian website. Indian Railways is Indias state-owned railway
whichowns and operates most of Indias rail transport. Sincewe commenced this business in June
2009...Using a customized search interface, our customers are able toquickly search for train
tickets based on their preferred travel dates, destinations and class of travel. Our customized
interface allows a customer to compare travel options across various trains, classes, dates and
prices. Thesearch results displayed are detailed and have been customized to suit the needs of
local Indian railway users.
IndianDomestic Packages
We offer a variety of packages,including escorted tours, honeymoon specialsand weekend
breakaways, as well as vacation themes, such asbeach, adventure, family, pilgrimage,
romantic,shopping, cruise and culture. Our demographic target for the³weekend breakaways´
packages are corporateexecutives.

International Packages
We offer pre-designed independentpackages, customized independent vacations,customized
group tours and pre-designed escorted tours. Thewide array of holiday options offered is
intendedto suit varying budgets and preferences of potential customers.

Meetings,Incentives,Conferences,Exhibitions and Events

Our MICE group offers services to organizationsas well as other groups, including students or
families who wishto plan meetings, conferences or other events or organize group trips. Our
MICE group assists such customers in planning and booking travel arrangements for large
groups of travelers and delivers tickets and other documentation, and, on request of the
customers, amember of our MICE group will accompany the group during the travel in order to
ensure that all plans and activities run smoothly. Our MICE group also assists employees of
these organizations with their persona ltravel needs.

BusTickets
We have agreements with several major Indian bus operators, some of which are operators
of multiple routes, as well as with aggregators and other intermediaries. Our bus tickets
inventory is obtained through four channels: real time inventory from operators who aredirectly-
connected to our booking system; inventory from aggregators who are directly-connected to our
booking system; inventory from operators who manage their inventoryon an extranet supported
by us; and inventory obtained byagreement with operators where a certain number of tickets are
pre-allocated to us or sold to us ³on request. We offer our customers basic information on

25
thetype of bus used on the relevant route and customers are able toselect seats, choose from the
available boarding points in the relevant city on the routes as well as obtaininformation on the
location of the chosen boarding point.With the acquisition of certain assets of Travis Internet
PrivateLimited (which operated www.ticketvala.com) inMarch 2010, we have obtained access
to a technology plat form offering real time bus booking services, quotations and cost
comparison, allowing last minute bookings as well,which we have integrated with our booking
systems. Weintend to leverage this platform to enable more bus operators tobe directly-
connected to our booking system tofurther expand our bus offering.

Car Hire
We offer customers the ability to rent a chauffeur driven car within India provided by two
operatorsmainly in major metropolitan cities through our call centers andtravel stores.
Typically, this service is requested inconjunction with a flight and hotel booking or a
packagebooking. We introduced these services on our Indianwebsite in May 2010. Currently,
such services are available for flight transfers in four cities in India (Delhi, Mumbai,Hyderabad
and Bangalore), and we intend to further expand our coverage to all major cities in India as well
asexpand our services to provide chauffeur-driven car rentals notlinked to flight transfers in the
fourth quarter of calendar year 2010.

Ancillary Services and Products

As an ancillary service offered to our customers, we provide our customers with the option to
purchase travelinsurance from Apollo Munich Health Insurance CompanyLimited, with whom
we entered into a memorandum of understanding in April 2008. We facilitate access to this
travelinsurance through our Indian website, as well as via our call centers and travel stores. On
our Indian website, prior toconfirming and proceeding with the reservation of and payment for a
flight or hotel, our customers are prompted topurchase such travel insurance. We also
providevisa processing services, and sell telephone calling cards to our customers. In
addition, we offer travel-relatedbusinesses and other third parties the opportunity to advertise on
our websites.

Distribution Channels
We utilize a variety of technology-enhanced distribution channels to target the growing Indian
middle classtravel market, where Internet penetration is still relatively low.Our broad
distribution network gives us access to Indians traveling domestically or overseas and also
reaches non-resident Indians and others traveling inbound toIndia. Our distribution network
uses a combination of our websites, call centers and travel stores as well as our travelagents¶
network in India and mobile service platform, giving usmultiple channels to access these
customers.Our customers varied needs are served by different distribution channels.

Internet Websites
We currently operate the websites www.makemytrip.com(including the sub-domain
us.makemytrip.com) andwww.makemytrip.ae, servicing the Indian domestic andoutbound
market, the United States-India inbound market(focusing in particular on non-resident Indians
in the UnitedStates) and the United Arab Emirates as well asneighboring Middle East countries,
respectively. Our websiteshave been designed to provide a user-friendlyexperience to our
customers and are reviewed and upgradedfrom time to time.In March 2010, we acquired certain

26
 assets of Travis InternetPrivate Limited, an online bus ticket company inIndia. As part of this
acquisition, we acquired the websitewww.ticketvala.com, which enables customers to
obtainquotations and book bus tickets online on a real time basis,which we have integrated with
our booking system andour Indian website.Using our websites, customers can easily and
quickly review thepricing and availability of nearly all our services and products, evaluate and
compare options, and book and purchase such service and products online within minutes. .

Travel Agents Network

We have a travel agents¶ network in India which we started in2009, where approximately 4,000
travel agents sacross more than 450 cities and towns in India can access our B2B website
enabling them to sell our full suite of online travel products to their customers. Our B2B
website usesa similar interface as our external customer-facingwebsites and we were able to
launch our B2B platform in a fewmonths by leveraging technology already being usedby us for
our customer-facing websites. We believe our network is attractive to travel agents as we
provide access toa range of travel services and products which such agents maynot be able to
access cost-effectively or at all. Thesetravel agents earn commissions from us depending on
thevolume and type of travel services and products sold.Furthermore, our travel agents¶
network allows us to expand our footprint in India and distribution network in a
costeffectivemanner

Mobile
In 2008, we launched ³makemytrip.mobile,´ our mobile serviceplatform. Our mobile service
allows customersto search, book and pay for India domestic air tickets on their mobile phones at
no additional cost. Tickets can alsobe delivered to our customers by SMS. Currently, our
mobileservice is only available for Indian domestic air ticketsand cancelations and changes
cannot be handled via our mobileplatform but instead are routed to our call centers.We plan to
continue to develop and refine the services which can bedelivered over our mobile

Front end operation:Global SIM card sourcing

Select orgin and destination Select mode of shipping Select point of delivery
country

Select tentative time Select documents to be Select payment mode

for stay in destination provided at point of delivery
country at SIM to SUsupport above

Choose servise Given personal details (

provider Rating given Name,Age,qualifications, purpose Authenticate and play
along side by previous of visit,etc.)
users
Choose plan (From a suggested list) Choose number of SIM cards required
looking into the call rates and fixed
charges

27
New country segments:
UK
–Has a population estimate of 1.5 million –8% NRIs visit India
Far east –
–9% of the NRIs visit India
–Highly preferred destination for Education
–The manufacturing companies setting up facility in India
EURO countries€
–Target countries using Euro currency
–European people visiting India is very high (15 millionvisitors every year)

PEST ANALYSIS

Political Factors
Security and Terrorism In India, it is a very big threat for thetourism industry because what had
happened in Mumbai has reallyhampered the tourism in India.
Economic Factors
Economic stability like during Recession, amount of tourists inIndia could fall off considerably.
As India and the rest of theworld were suffering from recession the tourism industry
wasaffected.
Social Factors:
People¶s Willingness to Book their trips Online.How much % of people travel abroad?Do they
like to go on vacations for Leisure
Technological FactorsQuality of Internet, lack of knowledge among the users, Speedwith
which Transaction can be done. Safety of the transaction.Assurance that the trip is being rightly.

SWOT ANALYSIS
STRENGTH
Convenience of 24/7 service
Promotion and strategic alliances with brands
Competitive Priced Products.
Provides all the travel related services

WEAKNESS
Operating in a market where people are less technology savvy.
Less bargaining power in the international market

OPPURTUNITY
More than 9 million Indians customers travel abroad.
International and Domestic Holiday packages increasing

THREAT
Its main threat in India is yatra.com which is also the maincompetitor in India.
Most of Airlines encouraging direct online purchasing

28
BCG MATRIX
Market share
HIGH LOW
STARS QUASTION MARKS

MAKEMY TRIP.COM YATRA.COM 35% MARKET SHARE

MORE THAN 50% MARKET SHARE

CASH COW DOGS

STARS
are the leader in business, they need heavy investmentleads to large amount of cash
consumption and cash generation.

QUESTION MARKS
It also absorbs great amount of cash inthis there is high growth of market and low market
share.In this Make My trip lies in the STARS category because it is themarket leader and it got
more than 50% share in the Indian travelmarket. It will generating a revenue of about Rs. 2500
crores in thisyear.Its closest competitor is Yatra.com which has 35% market share inthe Indian
tourism market, which lies in the question mark, becausethe market is being expected to grow at
the rate of 13 to 14 % and themarket share is low according to the growth of the market.
MAKE MYTRIP.COM MORETHAN50%
YATRA.COM MARKETSHARE 35% MARKETSHARE

ANSOFFS MATRIX
EXISTING CUSTOMER NEW CUSTOMER
MARKET PENTRATION MARKET DEVELOPMENT
SERVICE

PROVIDE DISCOUNT ON It can enter into the market of china beacuase

EXIING

TWO WAY TICKET. india and

SERVICE DEVELOPMENT DIVERSIFICATION

SERVICE

It can provide holyday Buy Small Companies In China

packages,it To Entere Into New Market
NEW

It can provide site seen With UPS AND FED EX

It can provide cargo service

Market Penetration
In this the mmt should provide discount ontwo way tickets so that they can retain their regular
customers andalso attract new customer form this types of schemes.

29
Market Development
In this to develop new market with theexisting service they should enter into the market in
China and other countries because U.S.A and INDIA have good trade from China andother
countries.

Service Development
In this they can provide new services likesite seeing and cargo services and holiday packages
this could leadthem to enhance their service

Diversification:
Usually no company can maintain their positionbeing in the same sector and the same market so
they need todiversify in new market with new products as the mmt should also

MAKEMYTRIP LIMITED ANNOUNCES FISCAL 2018 THIRD QUARTER RESULTS

Financial Highlights for Fiscal 2018 Third Quarter:

(Year over Year (YoY) growth % are based on constant currency; (1) please see table below for
YoY growth % on actual basis)
 Room nights(8) for MMT India (6) Standalone Hotels – Online increased by 166.3%
YoY i n3Q18.
 Flight segments(9) for Air ticketing business increased by 64.9% YoY in 3Q18.
 Revenue increased 36.0% YoY in 3Q18 to $172.5 million.
 Revenue less service costs(2)increased 93.8% YoY in 3Q18 to $151.4 million. Revenue
less service costs(2) for Hotels and packages increased 131.5% YoY in 3Q18 to $83.9
million.
 Adjusted Operating Profit (Loss)(3) improved to loss of $33.9 million in 3Q18 versus a
loss of $45.0 million in 2Q18

Gurgaon, India and New York, February 8, 2018 — MakeMyTrip Limited (NASDAQ:
MMYT), India‘s leading online travel company, today announced its unaudited financial and
operating results for its quarter ended December 31, 2017. ―Our fiscal third quarter financial
results reflect our focus on delivering strong growth with improving operational efficiencies,‖
said Deep Kalra, Group Chairman and Group CEO. ―We continued to leverage our scale and
multi brand strategy to broaden our reach to customers and deliver highly differentiated travel
services.‖ MakeMyTrip‘s financial and operating results for the fiscal 2018 third quarter include
the financial and operating results of ibibo Group Holdings (Singapore) Pte. Ltd. and its
subsidiaries (―ibibo Group‖) which we acquired on January 31, 2017.

(in thousands except 3 months Ended 3 months Ended YoY YoY Change

30
EPS) December 31, December 31, Change in constant
2016 2017 currency(1)
Financial Summary as
per IFRS
Revenue $ 123,248 $ $ 172,477 39.9% 36.0%
Results from Operating $ (3,145) $ (48,168) - -
Activities
Profit (Loss) for the $ 16,556 $ (45,348) - -
period
Diluted Earnings (Loss) $ 0.31. $ (0.45) - -
per share
Financial Summary as
per non-IFRS
measures
Revenue Less Service $ 76,545 $ 151,407 97.8% 93.8%
Costs
Air Ticketing $ 38,216 $ 50,924 33.3% 30.2%
Hotels & packages $ 35,472 $ 83,861 136.4% 131.5%
Other $ 2,857 $ 16,622 481.8% 475.8%
Adjusted Operating $ 1,322 $ (33,911) - -
Profit (Loss)
Adjusted Net Loss $ (5,894) $ (30,476) -
Adjusted Diluted loss $ (0.12) $ (0.30) - -
per share
Operating Metrics
Gross Bookings
Air Ticketing $ 378,172 $ 689,647 82.4% 76.7%.
Hotels & packages $ 182,572 $ 367,850 101.5% 96.2%.
Number of
Transactions
Air Ticketing 2,319 3,980 71.6% -
Hotels & packages 1,507 3,239 114.9% -
Number of flight
segments / room
nights
Air Ticketing – Flight 5,132 8,463 64.9% -
segments
Hotels & packages – 2,411 5,592 131.9% -
Room nights
Standalone Hotels –
Online
Room nights 2,025 5,392 166.3% -

31
Fiscal 2018 Third Quarter Financial Results.

Revenue.
We generated revenue of $172.5 million in the quarter ended December 31, 2017, an increase of
39.9% (36.0% in constant currency) over revenue of $123.2 million in the quarter ended
December 31, 2016. In the quarter ended December 31, 2016, we recognized incremental
revenue of $9.2 million in our air ticketing business based on quarterly evaluation of trends of
refund rights exercised by our customers along with a change in the estimate for provisions for
cancelled tickets pursuant to confirmation from vendors. Excluding incremental revenue, our
revenue increased by 51.3% (47.0% in constant currency).

Air Ticketing.
Revenue from our air ticketing business increased by 5.9% (2.8% in constant currency) to $40.5
million in the quarter ended December 31, 2017 from $38.2 million in the quarter ended
December 31, 2016. Excluding incremental revenue as explained above, our air ticketing
revenue increased by 39.6% (35.5% in constant currency). Revenue less service costs from our
air ticketing business increased by 33.3% (30.2% in constant currency) to $50.9 million in the
quarter ended December 31, 2017 from $38.2 million in the quarter ended December 31, 2016.
Excluding incremental revenue as explained above, revenue less service costs increased by
75.7% (71.6% in constant currency). In the quarter ended December 31, 2017, air ticketing
revenue less service costs includes $10.4 million of certain customer discounts which are in the
nature of promotions expenses adjusted against revenue. This $10.4 million added back to
revenue less services costs, with the accompanying increase in marketing and sales promotions
expenses, is intended to more accurately reflect the way the company views its ongoing
business and spends. Under IFRS, these customer discounts were required to be offset against .
The increase in air ticketing revenue and revenue less service costs was due to an increase in
gross bookings of 82.4% (76.7% in constant currency) driven by 64.9% increase in the number
of air ticketing flight segments year over year including the impact of consolidation of the ibibo
Group acquired on January 31, 2017. Further, our net revenue margin (defined as revenue less
service cost as a percentage of gross bookings) decreased from 10.1% in the quarter ended
December 31, 2016 to 7.4% in the quarter ended December 31, 2017. Excluding incremental
revenue as explained above, our net revenue margin was 7.8% in the quarter ended December
31, 2016 as against 7.6% in the previous reported quarter and 7.4% in the quarter ended
December 31, 2017

Hotels and Packages.

Revenue from our hotels and packages business increased by 38.4% (34.1% in constant
currency) to $113.7 million in the quarter ended December 31, 2017, from $82.2 million in the
quarter ended December 31, 2016. Our revenue less service costs increased by 136.4% (131.5%
in constant currency) to $83.9 million in the quarter ended December 31, 2017 from $35.5
million in the quarter ended December 31, 2016. In the quarter ended December 31, 2017,
hotels and packages revenue less service costs includes $13.9 million of certain customer
discounts which are in the nature of promotions expenses adjusted against revenue. This $13.9
million added back to revenue less services costs, with the accompanying
Increase in marketing and sales promotions expenses, is intended to more accurately reflect the
way the company views its ongoing business and spends. Under IFRS, these customer discounts

32
were required to be offset against revenue. Gross bookings increased by 101.5% (96.2% in
constant currency) driven by 131.9% increase in the number of hotels room-nights year over
year including the impact of consolidation of the ibibo Group acquired in January 31, 2017. .

Other Revenue.
Our other revenue increased to $18.3 million in the quarter ended December 31, 2017 from $2.9
million in the quarter ended December 31, 2016, and our other revenue less service cost
increased to $16.6 million in the quarter ended December 31, 2017 from $2.9 million in the
quarter ended December 31, 2016. This was primarily due to bus ticketing revenue less service
costs of $11.6 million in the quarter ended December 31, 2017 mainly contributed by ibibo
Group consolidation coming from 9.2 million travelled bus tickets with gross bookings of
$129.8 million. The increase in other revenue was further aided by growth in facilitation fees on
travel insurance.

Total Revenue less Service Costs.

Our total revenue less service costs increased by 97.8% (93.8% in constant currency) to $151.4
million in the quarter ended December 31, 2017 from $76.5 million in the quarter ended
December 31, 2016, primarily as a result of a 136.4% (131.5% in constant currency) increase in
our hotels and packages revenue less service costs, a 33.3% (30.2% in constant currency)
increase in our air ticketing revenue less service costs and increase in our other revenue less
service costs including the impact of consolidation of the ibibo Group acquired in January 31,
2017. Excluding incremental revenue as explained above our total revenue less service costs
increased by 124.9% (120.3% in constant currency).

Personnel Expenses. Personnel expenses increased by 97.0% to $26.9 million in the quarter
ended December 31, 2017 from $13.7 million in the quarter ended December 31, 2016 was
mainly due to the consolidation of the ibibo Group, and an annual increase in wages in fiscal
year 2017. Excluding employee share-based compensation costs, personnel expenses as a
percentage of net revenue decreased by 3.4% year over year

Marketing and sales promotion expenses.

Marketing and sales promotion expenses increased by 144.6% to $109.0 million in the quarter
ended December 31, 2017 from $44.5 million in the quarter ended December 31, 2016. Primary
drivers of this year on year increase include significant customer inducement and acquisition
programs expenses incurred to accelerate growth in our standalone hotel booking business and
increases in brand advertisement expenses that was incurred in the quarter ended December 31,
2017 and the consolidation of marketing and sales promotion expenses of the ibibo Group.
Including the promotion expenses of $24.3 million adjusted against revenue as explained above,
marketing and sales promotion expenses increased by 199.2% year over year. These expenses at
$133.3 million were lower than the total revenue less service costs of $151.4 million in the
quarter ended December 31, 2017 compared to being at $135.8 million and total revenue less
service costs of $139.2 million as reported in the previous quarter

33
Other Operating Expenses.
Other operating expenses increased by 79.3% to $32.6 million in the quarter ended December
31, 2017 from $18.2 million in the quarter ended December 31, 2016, primarily as a result of an
increase in payment gateway charges, legal and professional charges and outsourcing goibibo.

Depreciation and Amortization.

Our depreciation and amortization expenses increased to $6.9 million in the quarter ended
December 31, 2017 from $3.4 million in the quarter ended December 31, 2016, primarily as a
result of an increase in amortization costs on acquisition-related intangibles related to the ibibo
Group acquisition.

Results from Operating Activities.

As a result of the foregoing factors, our results from operating activities were a loss of $48.2
million in the quarter ended December 31, 2017 as compared to a loss of $3.1 million in the
quarter ended December 31, 2016. Excluding the effects of our employee share-based
compensation costs and amortization of acquisition related intangibles for the third quarter of
both fiscal years 2018 and 2017, and merger and acquisitions related expenses for the quarter
ended December 31, 2016, we would have recorded an operating loss of $33.9 million in the
quarter ended December 31, 2017 as compared with an operating profit of $1.3 million in the
quarter ended December 31, 2016.

Net Finance Income.

Our net finance income was $3.4 million in the quarter ended December 31, 2017 as compared
to a net finance income of $20.1 million in the quarter ended December 31, 2016, primarily due
to net gain on fair value of derivative financial instrument of $27.9 million which was partially
offset by deferred difference amortized cost of $5.3 million on convertible notes in the quarter
ended December 31, 2016. Further, we recognized a foreign exchange loss of $1.8 million in
the quarter ended December 31, 2016 as compared to a foreign exchange gain of $2.0 million in
the quarter ended December 31, 2017 mainly as a result of the appreciation of the Indian Rupee
against the U.S. dollar during the quarter ended December 31, 2017.

Profit (Loss) for the period.

As a result of the foregoing factors, our loss for the quarter ended December 31, 2017 was
$45.3 million as compared to a profit of $16.6 million in the quarter ended December 31, 2016.
Excluding the effects of employee share-based compensation costs, amortization of acquisition
related intangibles, share of loss of equity-accounted investees, and income tax expense
(benefit) for both quarters ended December 31, 2017 and 2016, merger and acquisitions related
expenses, net change in fair value of derivative instrument, and interest expense on financial
liabilities measured at amortized cost for the quarter ended December 31, 2016, we would have
recorded a net loss of $30.5 million in the quarter ended December 31, 2017 and a net loss of
$5.9 million in the quarter ended December 31, 2016.

34
Diluted Earnings (Loss) per share.
Diluted loss per share was $0.45 for the quarter ended December 31, 2017 as compared to
diluted earnings per share of $0.31 in the quarter ended December 31, 2016. After adjusting for
employee share-based compensation costs, amortization of acquisition related intangibles, share
of loss of equity-accounted investees, and income tax expense (benefit) for both quarters ended
December 31, 2017 and 2016, merger and acquisitions related expenses, net change in fair value
of derivative instrument, and interest expense on financial liabilities measured at amortised cost
for the quarter ended December 31, 2016, diluted loss per share would have been $0.30 in the
quarter ended December 31, 2017, compared to diluted loss per share of $0.12 in the quarter
ended December 31, 201
Liquidity. As of December 31, 2017, the balance of cash and cash equivalents and term
deposits on our balance sheet was $415.4 million.

Market Place
MakeMyTrip started its business from India-USA travel market in year 2000. Following its
success in US MakeMyTrip started its operation in India in 2005 and within 5 years it captured
almost 50% of all online sales of travel market in India. Although MakeMyTrip operates purely
on internet initially but in 2008 they decided to open their offline retails stores in India to
promote their holiday packages and to create a brand value. Currently there are 20 offline stores
running in major cities of India.
Major Competitors:
yatra.com:
A major competitor of MakeMyTrip is yatra.com started in 2006 in India. Their marketing
strategy was to target market through TV and online. Yatra.com has over 1 million registered
users with a sale of over 1,100 Crores. Yatra.com has got 10 offline offices in 10 major cities of
India. Yatra.com is been declared as the ―Best Online Travel Agency‖ of the year 2008 at the
Galileo Express Travel Awards and was also in ―Top 100 start ups in Asia‖ awarded by Red
Herring. Yatra.com has a market share of 30%.

cleartrip.com:
Another major competitor of MakeMyTrip is cleartrip.com started in year 2006 by Hrush Bhatt.
It has unique feature travel feature for both air and trains i.e. the air and train calendar
whichdisplays fares between destinations for upto 3-6 months ahead.

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Travel Products Sold by Online Travel Agents
Online travel agencies in India primarily facilitate travelarrangements by selling or arranging
for air tickets,hotel and package reservations, rail tickets, bus tickets and car hire. According to
Netscribes, online travel agenciesare the most used online method for the booking of air
tickets,hotels and packages and train tickets. The followingchart shows the services and
products offered by the top four online travel agents in India:Source: Netscribes,

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Competitive Advantage:
A strong competitive advantage of MakeMyTrip is to think beyond customer satisfaction and to
create an unforgettable experience for the customer. MakeMyTrip has customer testimonial
which provide a very strong feedback about their customer care executives. All other online
travel agencies provide basic services of booking but it‘s the experience the customer feels
gives MakeMyTrip a competitive environment.Another competitive that MakeMyTrip posses is
the technology which they implement in their products. They are making continuous upgrades
in their processes to enhance their customer experience. Being advance in technology provides
them an extra edge over other competitors in Online Travel Agency market. MakeMyTrip is not
only focusing on their customers to create an experience but also on their
suppliers.MakeMyTrip is focusing on providing the best and most suitable environment to their
suppliers to showcase heir products

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Marketing Strategy;
At 40% growth rate every year, online travel agency is India is a rapidly growing space.
MakeMyTrip marketing strategy is focusing on making MakeMyTrip an elite brand rather than
product. To attain this target they are focusing on all four P‘s of marketing i.e. Product, Price,
Place and Promotion. Their product i.e. online tickets are greatly accepted by customers and
their value added services is providing customer satisfaction. As far as Price goes they are
providing online tickets to their customers at an affordable price. MakeMyTrip is using e-
market as the place for their business which is accessible to customers from anywhere.
Although internet penetration in India is only 7%, MakeMyTrip is taking it as a challenge or
opportunity for their business. As far as promotion goes MakeMyTrip is communicating and
making people aware about their products and services through electronic banners on websites,
television commercials and also through their offline retails stores. Online advertisements are
meant to drive transactions while offline transaction i.e. through television is helping
MakeMyTrip to emerge as a brand. The reason MakeMyTrip going for offline marketing
because building a brand online is very difficult. A person when online, he is busy surfing
information and checking mails. User rarely puts his eye on the online advertisements.
Yatra.com is an Indian online travel agency and a travel search engine based in Gurgaon,
Haryana, founded by Dhruv Shringi, Manish Amin and Sabina Chopra in August 2006. In April
2012, it was the second largest online travel website in India, with 30 per cent share of the 370
billion (US$5.9 billion) market for all online travel-related transactions, it also launched a
―holiday-cum-shopping card‖ with State Bank of India (SBI) .Yatra.com)

Values of the Company:

MakeMyTrip consciously nurtures the following corporate values to uphold its unique edge
over the competitors:
Excellence:
MakeMyTrip makes the best attempt to achieve excellence, in all their areas of operation.
Specifically, the company focusses on continuous improvement in interactions with people,
efficiency of processes, and the wellbeing of the organization.

38
Integrity:
MakeMyTrip ensures consistency between the words and actions by delivering ‗what we
promise‘, and, therefore, maintains transparency, trust and accountability.
Innovation:
MakeMyTrip constantly applies intelligence, reason and technology to the work and
environment. This allows the company to take informed risks & champion new ideas to
improve the business and the community.
Passion for Winning:
MakeMyTrip encourages a ―can do‖ attitude, does not take ―no‖ for an answer and believes that
nothing is impossible. This allows MakeMyTrip their to work relentlessly toward achieving the
goals and honouring their commitments.
Respect for People:
MakeMyTrip believes that everyone, with whom it interacts, deserves respect and
consideration.
Empower:
MakeMyTrip gives freedom to the fellow colleagues to think and the opportunity to act in ways
that will allow them to get the job done, and yet be consistent with the processes laid down.
Teamwork:
MakeMyTrip fosters an environment wherein the abilities of all team members to achieve goals
are efficiently utilized. It works on the premise that the whole is greater than the sum of the
parts.
Accountability:
MakeMyTrip believes that it is responsible and accountable for the commitments it makes and
the quality of the results it delivers to all the stakeholders.
Customer Centricity:
MakeMyTrip focusses on its customers, both internal & external, by giving them priority.
People Management at MakeMyTrip MakeMyTrip has to operate in the highly dynamic online
travel industry. Therefore, it becomes imperative that the people associated with this industry
remain agile and adoptable to the changes, constantly. Constant learning and upgrading of

39
knowledge is essential to maintain a competitive edge. This poses a challenge for HR to ensure
that people remain motivated to actively engage themselves in constant knowledge up
gradation. Hence, there is an imperative to focus on people and ensure they are given plenty of
growth and learning opportunities. According to Mr. Deep Kalra, CEO, MakeMyTrip focuses
on acquiring and developing people rather than on retaining and believes that the first two
ensures that the third is managed (Kalra, 2011, ).

People Management at MakeMyTrip.

MakeMyTrip has to operate in the highly dynamic online travel industry. Therefore, it becomes
imperative that the people associated with this industry remain agile and adoptable to the
changes, constantly. Constant learning and upgrading of knowledge is essential to maintain a
competitive edge. This poses a challenge for HR to ensure that people remain motivated to
actively engage themselves in constant knowledge up gradation. Hence, there is an imperative
to focus on people and ensure they are given plenty of growth and learning opportunities.
According to Mr. Deep Kalra, CEO, MakeMyTrip focuses on acquiring and developing people
rather than on retaining and believes that the first two ensures that the third is
managed (Kalra, 2011, )

Recruitment at MakeMyTrip
The major challenge for the HR in MakeMyTrip has been to manage growth. The company
grew by more than 100%, each year. Considering the unique nature of business of
MakeMyTrip, the recruitment process followed in the company is very selective and intricate.
The applicants have to qualify on a very highly set bar of requirements. The company looks out
for smart people in selected college campuses and also from high performers in the travel
sector. Over 25% of the new recruitment happens through campus recruitment. The training
procedure for the new recruits is very detailed and intense and it extends over a period of 2
months. The quality of the employees at the company is maintained as a result of the high
standards and targets set by them right in the recruitment process. .

40
Culture at MakeMyTrip:
To keep a balance between the company‘s unique business goal and the people-centricity as a
policy, the company offers the employees a culture of freedom, empowerment and excitement.
Special care is taken to keep employees engaged and motivated, despite the hectic work
schedule. All three HR functions - recruitment, operations and organization development work
in tandem to ensure that employees are kept happy and engaged at the workplace. The HR
department is highly responsive and follows the philosophy of ―happy employees make happy
customers‖. The SPOC (single-point-of-contact) model is followed in the organization, wherein
at least one HR person sits at every floor. This ensures that the employees always have someone
within their reach to put forward their queries to and get an instant direction/ resolution.
MakeMyTrip maintains a very amiable atmosphere for all its employees. .
 Top-of-the-line technology
 Owning shares of MakeMyTrip
 Work from home flexibility
 Comprehensive benefits to meet life needs like transport, healthy meals, fitness program
 Holistic development
 Team trips, company retreats, and Happy Hours!

Training and Development:
MakeMyTrip undertakes a whole lot of initiatives to sharpen and enhance the skills of the
employees through various training and development activities, across the operational areas.
Some of the key initiatives are:
 Grow Leaders program
 Classroom sessions
 Experiential Learning offsites
 Self-Initiated Learning sessions
 Leadership Connect Sessions with eminent personalities across walks of life
 Study program with listed B-Schools across the country
The talent hunters search proactively for qualified candidates. Internal employee referrals and
internal movements are extensively used to fill most of the vacant positions in the company.

41
Rewarding the Employees:
At MakeMyTrip, employees are appreciated and recognized, not only for the great results, but
also, new and innovative projects are recognized irrespective of its outcomes. Some of the
awards are:
Peer to Peer Award - It empowers employees to recognize their peers for behaviors that
reflect the company values and help achieve strategic objectives.
Bravo Award - It is for those Trippers who inspire others to follow their lead and work as an
example to the rest of the team.
Raving Fans - This is for the Trippers who have succeeded in creating a fantastic experience
for the external customer.
CustoMore Awards - These awards recognize superior customer service by an individual or
collectively by a team.
Einstein Award - This award appreciates and rewards innovation at work. Appreciations
Unlimited Award - This award appreciates individual who has received the most positive
and encouraging customer feedback.
Town Hall Meets - At the bi-annual THMs, the company felicitates the Star Performers,
Exemplary Managers, Stand Out Leaders and Team Extraordinaires, to name a few.
Rookie Award - This award is to appreciate outstanding contribution made by a new
Tripper. Long Service Award - This award felicitates trippers who have spent a considerable
number of years with the company
Study and FAM Tours – A unique way of rewarding the top performers by sponsoring a
visit to the destinations and they are expected to drive the sales for that destination.
Making A Difference (M.A.D) Award - This award recognizes the efforts of their
trippers towards committed community service

Corporate Social Responsibility at MakeMyTrip:

MakeMyTrip has an active club that is committed towards Making A Difference (MAD) in the
lives of the under-privileged. The club comprises of the Trippers and is chaired by the CEO,
Mr. Deep Kalra. The focus of this initiative is towards volunteering work for the various NGOs.

42
 MakeMyTrip encourages its employees to take a day off from work to contribute towards the
social service. The ―Giving Back‖ program involves working for causes related to Children
Education & Health and Environment. MakeMyTrip is actively involved with the following:
 Udayan Care
 Million Trees Gurgaon
 Parivar Society
 Genesis Foundation
 Give India Payroll Giving Program
 Goonj
 MakeMyTrip is also the first online travel company to have launched a Carbon Footprint
green initiative. This initiative allows air travelers to book tickets on the website to
Offset their carbon footprint for the journey by contributing towards an aforestation
programme run under the aegis of GiveIndia by Seva Mandir in Rajasthan. The CEO
and Founder, Deep Kalra is the co-founder of ―I am Gurgaon‖, an NGO that focuses on
improving the quality of life in Gurgaon through environmental and civic initiati

AWARDS & RECOGNITION

Not without reason, MakeMyTrip has garnered the trust of over one million satisfied customers as well asthe
respect and acclaim of the entire travel industry and business world.

Travel & Business

 Best Travel Innovator – Travel Distribution World Asia Awards 2012

 Leisure & Travel e-Retailer Award – Franchise India e-Retailer Awards 2012
 Best Domestic Tour Operator – Times Travel Honours 2011
 Best Online Travel Service Firm - Times Travel Honours 2011
 Great Places To Work 2011 – 3rd Best Company to Work for & #1 in Professional Services
 Superbrand India – 2009-10
 Great Places To Work – 2009
 Best Travel Website – CNBC Awaaz – 2008-09
 Most Visited Travel Website – comScore – 2005-09
 Most Preferred Online Travel Agency – Travel Biz Monitor Survey – 2008
 Number One Online Travel Agency – JuxtConsult – 2008
 Gold and Silver – Abby Award – 2007-08
 Among the Top Ten Websites visited by Indians – comScore – 2007
 Nominated World Travel Awards – WTA – 2007
 Among 100 IT Innovators – NASSCOM – 2007

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 Best Online Travel Company – Galileo Express Travel World – 2007
 Emerging India Award – ICICI Bank & CNBC TV18 – 2006
 Asia's Hottest Technology Startup – Red Herring – 2006


AIRLINE
 Singapore Airlines : Top agents award (2010-2011)
 Malaysia airlines : Top agent award (2010)
 Malaysia airlines : Top agent award (2009)
 Cathay Pacific : Outstanding performance in (2009)
 Air Canada – Outstanding Performance – 2008
 Singapore Airlines – Top Passenger Agent – 2007-08
 British Airways – Outstanding Revenue Contribution – 2007-08
 Air Mauritius – All India Top Ten Agent//Top North India Sales Award – 2006-07//2007-08
 Cathay Pacific – Outstanding Performance – 2007
 Malaysia Airlines – Top Agent Award – 2007
 Lufthansa – Outstanding Performance – 2006-07
 Kingfisher Airlines – Outstanding Performance – 2006-07
 Indian Airlines – Achieving Highest Domestic Passenger Sales – 2006-07
 Air India – Outstanding Contribution to Passenger Sales – 2005-06
 Jet Airways – Award of Excellence – 2005-06
 Gulf Air – Continuous Suppor


MAKEMY TRIP & IBIBO MERGER:

MakeMyTrip and ibibo group merged through a stock transaction, representing the coming
together of India‘s largest travel booking portals.. Through this transaction, MakeMyTrip
acquired rival ibibo in what has been pegged as the biggest acquisition in India‘s online travel
space. At the closing, MMYT shareholders own 60 % whereas ibibo Shareholders get a 40 %
stake, making Naspers and Tencent the single largest shareholder in MakeMyTrip.

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 Chapter-3
Performance of makemy trip and past 5 years growth

2014- 2015- 2016- 2017- 2018-

total
03 03 03 03 03
Revenue USD 229 255 300 336 448 637
Mil
Gross Margin 38.5 41.7 46.4 50.3 61.1 72.7
%
Operating — 5 5 -41 -96 -213
Income USD
Mil
Operating 0.1 2 1.7 -12.1 -21.4 -33.5
Margin %
Net -28 -21 -18 -89 -110 -248
Income USD
Mil
-0.74 -0.55 -0.44 -2.12 -2.09 -3
Earnings Per
Share USD

Dividends USD — — — — — —
Payout Ratio — — — — — —
%*
Shares Mil 37 38 42 42 53 94
Book Value 3.15 2.12 3.76 2.85 2.23 17.56
Per Share
* USD
Operating 14 -4 11 -66 -108 -164
Cash
Flow USD Mil
Cap -7 -6 -7 -11 -15 —
Spending USD

45
Mil

7 -10 4 -77 -123 -179

Free Cash
Flow USD Mil

Free Cash 0.13 -0.15 0.11 -0.5 -2.36 —

Flow Per
Share * USD
Working 58 37 97 158 129 —
Capital USD
Mil
Margins % of 2013- 2014- 2015- 2016- 2017-
TTM
Sales 03 03 03 03 03
100 100 100 100 100 100
COGS 61.47 58.34 53.63 49.7 38.85 27.32
Gross Margin 38.53 41.66 46.37 50.3 61.15 72.68
SG&A 36.07 37.24 41.52 59.09 78.42 95.38
R&D — — — — — —
Other 2.37 2.41 3.17 3.29 4.13 10.79
Operating - -
Margin 0.09 2.02 1.69 12.09 -21.4 33.49
Net Int Inc & -8.39 - -7.77 - -3.2 -5.6
Other 10.17 14.22
-
EBT Margin
-8.3 -8.16 -6.08 -26.3 -24.6 39.09
2013- 2014- 2015- 2016- 2017-
Profitability TTM
03 03 03 03 03
Tax Rate % — — — — — —
- -8.2 -6.09 - - -
Net Margin %
12.06 26.34 24.61 38.95

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2014-3, 2015-3, 2016-3, 2017-3, 2018-3

2014-3, 2015-3, 2016-3, 2017-3, 2018-3

47
2014-3, 2015-3, 2016-3, 2017-3, 2018-3

2014-3, 2015-3, 2016-3, 2017-3, 2018-3

48
2014-3, 2015-3, 2016-3, 2017-3, 2018-3

2014-3, 2015-3, 2016-3, 2017-3, 2018-3

49
2014-3, 2015-3, 2016-3, 2017-3, 2018-3

50
2014-3, 2015-3, 2016-3, 2017-3, 2018-3.

2014-3, 2015-3, 2016-3, 2017-3, 2018-3

51
2014-3, 2015-3, 2016-3, 2017-3, 2018-3
Margins % of Sales

2014-3, 2015-3, 2016-3, 2017-3, 2018-3.

52
2014-3, 2015-3, 2016-3, 2017-3, 2018-3.

2014-3, 2015-3, 2016-3, 2017-3, 2018-3

2014-3, 2015-3, 2016-3, 2017-3, 2018-3

53
2014-3, 2015-3, 2016-3, 2017-3, 2018-3

54
2014-3, 2015-3, 2016-3, 2017-3, 2018-3

55
2014-3, 2015-3, 2016-3, 2017-3, 2018-3

Profitability

CHAPTER - IV

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 SUMMARY, FINDINGS, CONCLUSIONS AND SUGGESTIONS.

Findings
➢ Customers are satisfied with the various travel offers of MakeMyTrip, because it produces
low cost and it produces offers for middle class people.
➢ Television is important source for effective sales promotion.
➢ Customers are using MakeMyTrip packages for traval features.
➢ Customer generally buys offers for best package and cost.
➢ Customers are satisfied with on line assistance of MakeMyTrip which related with post
delivery.
➢ Generally customers prefer to buy cars on the time of occasion because at that time
companies provide cash discount and various offers.
➢ MakeMyTrip believes that their best brand can come in light by the people.

Suggestion
1. The finance through loan facility should be given to the middleclass people.
2. The advertisement interior design should change to make customer attractive.
3. The number of dealers should be increased.
4. Events, campaigns and other demonstrations should be done frequently.
5. The promotions should be made according to customer‘s perception.
6. The promotional strategy should help in changing consumer‘s mind and attracting them
towards the products.
7. On line assistance should be given and there should be a 24 * 7 Helpline.
Conclusion
● My research in MakeMyTrip was a wonderful experience in the field. I observed the
employee‘s dedication to work and everyone were booming in right spirit. Every small step is
pre-planned well with good team effort and guidance from higher authorities. The employees
are trained well by experienced officials leading towards the success of organization.
● The study majority focusing towards customers, so far that the showroom and the service
station has taken initiative steps to satisfy them by giving more offers

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