aIR iNDIA

Summer Training Project Report On
The Comparative study of Customer Relationship with Air India and other Aviation companies
Submitted in the Partial Fulfilment for the Award of the Degree of Master in Business Administration 2009-11
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
DEPARTMENT OF MANAGEMENT STUDIES
MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY AFFILIATED TO GGSIPU
UNDER THE GUIDANCE OF::SUBMITTED BY: MR. ASHOK MALHOTRA

PRAMOD KR SHARMA
(FACULTY, MARKETING)
MBA(MKTNG),
06214803909
STUDENT DECLARATION
This is to certify that I have completed the Summer Project titled The Comparative study of Customer Relationship with Air India and other Aviation companies in Air India under the guidance of Mr. K.L Gothwal, Cargo Manager(OPS) in partial fulfilment of the requirement for the award of Degree of Master of Business Administration at Maharaja Agrasen Institute of Technology, Delhi. This is an original piece of work & I have not submitted it earlier elsewhere.
Date: Place:
Signature: (PRAMOD KUMAR SHARMA) University Enrollment No:06214803909
THE WOODS ARE LOVELY, DARK AND DEEP BUT I HAVE PROMISED TO KEEP, AND MILES TO GO BEFORE I SLEEP
Progress is a continuous process. It is relative and absolute. We cannot stop at a certain destination and declare that target has been achieved and we need not to go further. In this new era all the countries & their companies are trying their best to improve economic growth. This trend has created a very complex and competitive environment in the field of business, trend and win the race a new system of management is much needed. To fulfil this need a new field of modern science has developed very fast i.e. Master of Business Management. In this curriculum there
are several phases, which have to be covered and compelled properly. Management ideas without an action based on them means nothing. We can say that practical training is the essential part of managerial courses. Practical exposure is indispensable to such courses. Thus, practical knowledge acts as a supplement to the classroom studies. It offers an exposure to the real work to management in various organizations. I was privileged enough to do my training at AIR INDIA CARGO in marketing division at domestic airport, palam as a summer trainee. The experience that I have gathered during this period has certainly provided me with an orientation which i believe will help me to shoulder my assignment successfully in the near future. During this period, I have collected all the pertinent information of Airlines cargo services to customers through primary and secondary data. On the basis of my training program, it was not possible to cover the detailed information in such a short period of time. Despite the inherent shortcomings of the study, a genuine attempt was made on my part so that the study was carried out in the right perspective.
ACKNOWLEDGEMENT
Gratitude is the hardest of the emotions to express and often one does not find adequate words to convey that entire one feels. First of all I would like to thank the almighty for his blessing that helped me to achieve everything I had wish for till now. I am thankful to authority of air India cargo for providing me an opportunity to work with them. Mr. K.L Ghotwal, Cargo Manager (OPS), Air India boosted up my morale in the completion of my work. The support provided to me during my project was overwhelming and environment was conducive to work.
The assistance and cooperation extended by other staff members helped me to successfully accomplish this project report and its objectives. With a deep sense of reverence, I would like to express my whole hearted thanks and deep gratitude to my parents who have always been a source of inspiration to me. There everlasting cooperation smiling affection inspired me to zenith to what I am today. I am very thankful to my friends who helped me in gathering the information, My faculty Mr. Ashok Malhotra (Faculty, Marketing) who had been very candid and helpful. I express my sincere thanks to all the respondents who filled up the questionnaire and only because of them; this report has been made possible. Also I express my deep thanks to all the people who have been associated with the work directly or indirectly.
ONE WHO PREACHES THE GOAL WINS THE GAME
EXECUTIVE SUMMARY
Air India is the national flag carrier airline of India, flying a worldwide network of passenger and cargo services, Air India is state-owned, and administered as part of the National aviation company of India limited-which was created in 2007 to facilitate Air Indias merger with Indian airlines. The main bases of operation of the airline are Mumbais Chhatrapati Shivaji International Airport and Delhis Indira Gandhi International Airport.
Air India is the 16th largest airline in Asia, serving 28 destinations worldwide, and with its affiliated carriers, serves over 100 cities. Air India has code share agreements with twelve other International airlines in 2010; Air India is expected to join Star Alliance, the worlds largest airline alliance. The objective of the project is to do a comparative study of Tariff Rates of different airlines. Because the comparison of tariff rates helps to know what the current airlines rates are and which airlines is better and cheap as far as sending the cargo to different destinations is concerned. The project contains A study of Tariff rates of different airlines. If a customer wants to book his cargo in airlines what he looks for I.e. services, timings etc. I was also given the task to study that how much amount of newspapers send by different airlines on daily basis and how can the maximum can be brought to India airlines. Data is collected through some recorded files from the organization and through questionnaire.
Table of contents
Aviation History Air India History Air India Destinations Air India Cargo
An introduction Terms used in Cargo Operations Types of Cargo Network and Capacity of Cargo Pricing Strategies In Cargo Management Rates Construction Rates construction in Domestic Cargo
operations Rates construction in Domestic cum
International Cargo operations
Rates construction in International Cargo
operations
Major Competitors of Air India in Cargo
Sector.
Comparative Study of Pricing Strategies
of Air India Cargo with Other Competitors Cargo Companies.
SWOT Analysis Definition SWOT Analysis for the Air India Cargo
Services Research Study Objective of the Study Research Methodology Research Design Types of Research Sample Unit Sample Size
Limitations and Difficulties
Data Analysis Analysis of Data Types of Data Sources of Data Data Collection Instrument Data Analysis Techniques Data Analysis Instrument Questionnaires and its Analysis. Questionnaire 1. Agent feedback for Air
India Cargo services
Questionnaire 2. Customer feedback for
Air India Cargo services
Questionnaire 3. Customer feedback for
Cargo services
Major Findings Conclusions Recommendations Bibliography Annexure
Aviation History
Aviation history refers to the history of development of mechanical flight from the earliest attempts in kitepowered and gliding flight, to powered heavier-than-air, supersonic and spaceflights. The first form of man-made flying objects was kites.
The Wright Brothers Following a step by step method, discovering aerodynamic forces then controlling the flight, the brothers built and tested a series of kite and glider designs from 1900 to 1902 before attempting to build a powered design. The gliders worked, but not as well as the Wrights had expected based on the experiments and writings of their 19th century predecessors. Their first glider, launched in 1900, had only about half the lift they anticipated. Their second glider, built the following year, performed even more poorly. Rather than giving up, the Wrights constructed their own wind tunnel and created a number of sophisticated devices to measure lift and drag on the 200 wing designs they tested. As a result, the Wrights corrected earlier mistakes in calculations regarding drag and lift. Their testing and calculating produced a third glider with a larger aspect ratio and true three-axis control. They flew it successfully hundreds of times in 1902, and it performed far better than the previous models. In the end, by establishing their rigorous system of designing, windtunnel testing of airfoils and flight testing of full-size prototypes, the Wrights not only built a working aircraft but also helped advance the science of aeronautical engineering.
National Aviation Company of India Limited

The National Aviation Company of India Limited (NACIL) was established in 2007 and is owned by the government of India and headquartered in Mumbai. The Company was created to facilitate the merger of the two main state-owned airlines in India: Air India, with its subsidiary Air India express and Indian Airlines, together with its subsidiary Alliance Air. Whilst the merger and integration process has started, and a few routes have been rationalized, a lot remains to be
done before the various units start functioning as a cohesive airline. The current structure is:
o o
National Aviation Company of India Limited Air India Air India express Air India cargo Indian Airlines Air India regional (formerly Alliance Air)
Upon completion of the merger, there will be one primary airline, Air India, with two subsidiary carriers providing regional and low-cost, point-to-point services and a third subsidiary for cargo operations:
Air India
o o
Air India cargo Air India express
Air India regional
DESTINATI ONS
NACIL carriers connect 93 destinations (60 domestic and 33 international) in 24 countries as of February,2009.
AMALGAMATION OF AIR INDIA & INDIAN AIRLINES: What actually it is?
The Government of India, on 1 March 2007, approved the merger of Air India and Indian Airlines. Consequent to the above, a new Company viz National Aviation Company of India Limited (NACIL) was incorporated under the Companies Act, 1956 on 30 March 2007 with its Registered Office at Airlines House, 113 Gurudwara Rakabganj Road, New Delhi. The Certificate to Commence Business was obtained on 14 May 2007. Presently, the Board of NACIL consists of:
Shri
Arvind
Jadhav
Chairman
and
Managing
Director, NACIL.
Shri E K Bharat Bhushan, Jt Secretary &financial Shri Amod sharma, SBU Head-Related Business Smt Anita Khuarana SBU Head-Cargo
advisor, Ministry of Civil Aviation

The Scheme of Amalgamation of Air India Limited and Indian Airlines Limited with National Aviation Company of India Limited was approved by the Board of Directors of all the three Companies. Thereafter, the Meetings of Secured and Unsecured Creditors of Air India and Indian Airlines were held in New Delhi on 28 June 2007, in which the Scheme of Amalgamation was approved by the Creditors. The final hearing of the merger petition was held on 31 July 2007
wherein the last date for submissions of objections was fixed on 8 August 2007 and the Order of the Ministry of Corporate Affairs is awaited. The Authorized and Paid-Up Share Capital of the merged entity will be Rs.1500, 05, 00,000/- and Rs.145, 00, 00,000/-, respectively. It has been decided that post merger, the new entity will be known as Air India while Maharaja will be retained as its mascot. The logo of the new airline will be a red colored flying swan with the Konark Chakra in orange placed inside it. The flying swan has been morphed from Air Indias characteristic logo The Centaur whereas the Konark Chakra was reminiscent of Indians logo. The Corporate Office of NACIL will be at Mumbai. The Government has approved the appointment of Shri V Thulasidas and Dr V Trivedi as Chairman & Managing Director and Joint Managing Director, respectively, of the merged entity, with effect from the date of merger. This amalgamation results to: Transfer of assets: as per the section 391-394 all the assets of both the companies are managed by the NATIONAL AVIATION COMPANY OF INDIA LIMITED. It includes all intangible assets, land, buildings etc.
As well as all the: Subsidiary companies Of Indian Airlines i.e., o o o Airlines Allied Services Ltd. Vayoodoot Limited IAL Airports Services Limited
& Subsidiary Companies of Air India i.e. o o o o Air India Engineering Services Limited Air India Air Transport Services Limited Hotel Corporation Of India Limited Air India Charters Limited
Shall become the subsidiaries of the NATIONAL AVIATION COMPANY OF INDIA LIMITED. The brand name, as depicted in the logo, shall be Air India , although for administrative purposes, NACIL(A) and NACIL(I) shall be used. Formally called the two companies INDIAN AIRLINES LTD. and AIR INDIA LTD. Has now been named as NACIL . It is the conversation of name of the company as NACIL after the amalgamation of the two government owned units i.e. INDIAN AIRLINES and AIR INDIA.
Introduction Air India Cargo

Apart from ferrying thousands of passengers every day, Indian Airlines also transports tonnes of cargo. Indian Airlines Cargo plays an important role in the Indian Airlines set up. The various cargo activities include - Courier schemes, Express cargo, IA-GATI Door-to-Door service and IA - Planet Express in all major cities in the country. From day-old chicks to micro-chips, Indian Airlines Cargo (IA Cargo) has prided itself in its ability to transport just about anything across the length and breadth of the country for the past 50 years. Due to its excellent service record, IA Cargo is today the only Indian Cargo agency that holds the enviable ISO 9001 Quality Certification. At Indian Airlines we make sure your cargo get the care it deserves and reaches its destination on time - safe and
sound. For Shippers, business growth lies in sending consignments to India's interiors, not just the metros.
Services
A member of IATA, Indian Airlines carries all types of cargo including dangerous goods (hazardous materials) and live animals, provided such shipments are tendered according to IATA Dangerous Goods Regulations and IATA Live Animals Regulations. At the warehouse in Mumbai, Indian Airlines has developed a system of inventory management for cargo handling of import/export management functions. of cargo, This takes care of the Data supports Electronic
Interchange (EDI) messages with Indian Customs and replaces to a great extent paper correspondence between Customs, Airlines, and the custodians. This also replaces manual handling and binning of cargo at the warehouse in Mumbai by Indian Airlines.
Expansion
Indian Airlines is converting eight of its Airbus A310-300 into freighters in Dresden, Germany, at a cost of $7 million each. The first two are now operating for Air India Cargo with five scheduled weekly flights from Frankfurt, two services are routed via Dammam, to a total of 14 destinations.
The merger of Indian Airlines and its domestic subsidiary Alliance Air led to the acquisition of one Boeing 737-200C cargo aircraft from Alliance's fleet, plus 10 passenger Boeing 737-200s. Three of these were phased out of service, while five have been converted to freighters in the United States. One of these also operated for Indian Airlines Cargo division for a brief period. All six aircraft are now flying Air India Cargo domestic routes, while the remaining two 737-200s might be converted as well. In November 2007, Air India partnered with GATI, a leader and pioneer in express distribution and supply chain solutions for a dedicated freighter Service. Apart from ferrying thousands of passengers every day, Indian Airlines also transports tonnes of cargo. Indian Airlines Cargo plays an important role in the Indian Airlines set up. The various cargo activities include Courier schemes, Express cargo, IA-GATI Door-to-Door service and IA - Planet Express in all major cities in the country. From day-old chicks to micro-chips, Indian Airlines Cargo (IA Cargo) has prided itself in its ability to transport just
about anything across the length and breadth of the country for the past 50 years. Due to its excellent service record, IA Cargo is today the only Indian Cargo agency that holds the enviable ISO 9001 Quality Certification. At Indian Airlines we make sure your cargo get the care it deserves and reaches its destination on time - safe and sound. For Shippers, business growth lies in sending consignments to India's interiors, not just the metros.
Some jargons used in Air Cargo Industry

Airway Bill (AWB) The cargo equivalent of a passenger ticket which means the document made out by or on behalf of the shipper. It
evidences the contract between the shipper and the carrier(s) for carriage of goods over routes of the carrier.
Cargo Goods carried by airline(s) on behalf of its customer.
Cargo Terminal A building or location where cargo is received, stored, Customs cleared and prepared for delivery and delivered.
Charter Contract A special agreement whereby carrier for an agreed operation places at shipper's disposition the entire
capacity of an aircraft. Charterer A person who has signed a charter contract with carrier. Consignee A person whose name appears on the AWB as the party to whom the goods are to be delivered. Consignor (Shipper) A person whose name appears on the AWB as the party contracting with the carrier(s) for carriage of goods. Consignment (Shipment) One or more pieces of cargo accepted by the carrier from a single shipper, destined for one specific address moving on one AWB to one consignee. Cut-off time The latest time cargo will be accepted for a specific flight prior to its departure. Destination The ultimate stopping place according to the contract of carriage. Embargo Refusal by carrier for a limited period to accept goods for transportation. IATA International Air Transport Association - an Association that
establishes international rules and standards for participating air carriers. IATA member Indicates an airline being member of the International Air Transport Association. Interline Agreement A contract between two or more carriers to expedite exchange of traffic between the parties to the agreement. Minimum Connecting Time Perishables Time sensitive items needing specialised handling. Unit Load Device (ULD) Pallet or rigid container used to hold cargo.
Operations in Cargo
Today, Air India's modern fleet of Boeing and Airbus aircraft carries just about everything. From emeralds to elephants, pins to pigments, shrimps to super computers. That's why when you think of trading with India, or from India, Air India is your logical choice. An option which lakhs of corporates and international enterprises have made. We have the infrastructure and the network to ensure smooth transportation and delivery of cargo, worldwide. Air India's cargo operations give you a capacity advantage, combined with a 13-city network in India alone. So you can arrange for hassle-free and direct Customs clearance both for your Export and Import cargo. In India, we fly to Mumbai, Delhi, Chennai, Thiruvananthapuram, Hyderabad, Bangalore, Kolkata, Ahmedabad, Goa, Kochi, Kozhikode and Lucknow. Internationally, Air India has tied up with various foreign airlines and trucking companies. This enables us to carry your cargo between Helsinki to Sydney.... or between any two points on the globe that you can think of.
To support our Cargo operations, we have a highly skilled and experienced team of professionals backed by our Training Division of international repute to constantly upgrade skills of our personnel. At our warehouse in Mumbai, we have developed an indigenous system of inventory management for cargo handling of import/export functions. This takes care of the entire management of cargo, supports Electronic Data Interface (EDI) messages with Indian Customs and replaces to a great extent existing paper correspondence between Customs, Airlines, and the custodians. This also replaces manual handling and binning of cargo at the warehouse in Mumbai by Air India in our role as custodian and helps to identify large number of pieces for one Air Waybill with different weights and commodities binned in separate locations, track and identify arrival of part shipments under the same Air Waybills on different flights and maintain information on House Goods for a consol Air Waybill at the House Bill level.
CARGO TYPES Air India's Cargo operation flies everything; to just about anywhere. An active member of IATA, Air India carries all types of cargo including dangerous goods (hazardous materials) and live animals, provided such shipments are tendered according to IATA Dangerous Goods Regulations and IATA Live Animals Regulations respectively. Personal Effects: Air India entered the Guinness Book of Records for evacuating the largest number of civilians during the Gulf war in 1990. With them, logically came their bag and baggage in the form of unaccompanied baggage in the belly of our aircraft. Foodstuff: To book unaccompanied baggage, please contact any of our offices. For facilitating you in Customs clearance for your unaccompanied baggage at Indian airports, you or
your representative should approach Indian Customs at the airport through our office with the following: a) Copy of Airway bill b) Passenger's passport c) Baggage Declaration Form (BDF), duly completed
Sentimental Shipments: We understand how traumatic it is to lose a dear one. That's why we make sure the mortal remains of the deceased are always carried with utmost care and concern. Besides passport of the deceased, the following documents are required for carriage of sentimental cargo : Death Certificate from a competent medical authority, Embalming and Packaging Certificate, Certificate issued by the Ambassador or his representative (Nationality of the deceased) with the deceased's full name, age at the time
of death, place of death and photocopy of passport details. Photocopy of cancelled passport. It is necessary that the above documents are made in English, otherwise the same should be translated in English. Postal Mail: Air India is undoubtedly the major carrier of postal mail out of India. We have also successfully bagged postal contracts from various Foreign Postal Administrations for uplift of Postal mail from their countries. Odd-Sized Cargo: we handle valuables and livestock, we also possess expertise in logistics to carry heavy and odd-sized. Dangerous Goods: India being an industrial and nuclear power, we regularly carry Dangerous Goods such as flammable, corrosive, poisonous and radioactive substances. Our Cargo staff is qualified under Dangerous Goods Regulations, to handle
such consignments.
Valuables: In order to ensure security of your valuables, we have provided a container with a security locker, on flight. In fact, the entire operation of loading and unloading is carried out under the vigilant eyes of our Security personnel. India's largest foreign exchange earner is gems and jewellery, for which Air India gets its due share. White and yellow metals are our frequent flyers and a woman's best
friend, diamonds, are our regular companions. Our carriage of valuables is not only restricted to gems and jewellery but also transportation of exquisite museum artifacts and paintings. Among other valuables, we once had the privilege of carrying exquisite paintings, the Padshahnama from Queen Elizabeth's Windsor Castle collections, dating back to the 17th Century Mughal period. But we never forget that your life is more precious than all the riches of the world. And, at all times, we adhere to the strictest security for transportation of cargo on our flights. Either we ensure that the cargo is retained in our warehouse for 24 hours before loading on the flight, or the cargo is physically checked or x-rayed.
Livestock: Over the years, we have acquired considerable expertise in carriage of livestock such as elephants, tigers, leopards, horses, cattle and pets. Recently Air India transported two plane loads of high breed horses from Europe to India. Tips for Unaccompanied Baggage: To book unaccompanied baggage, please contact any of our offices. For facilitating you in Customs clearance for your unaccompanied baggage at Indian airports, you or your representative should approach Indian Customs at the airport through our office with the following: A) Copy of Airway bill B) Passenger's passport C) Baggage Declaration Form (BDF), duly completed
Mishandled Baggage: Any loss or damage to baggage must be reported immediately on arrival. All mishandled baggage is traced through the worldwide computerized tracer system. Passengers can check the status of their missing bag on this site Couriers: Courier traffic is a rapidly growing market. Air India has been in the courier business transporting small packages and documents between destinations for years. As we now allow drop-off facility en-route, the on-board courier can carry courier loads to more than one destination, considerably saving on cost and time.
Network and cargo capacity

The Indian Airline Cargo covers 63 destinations in India and 17 destinations abroad. If your cargo flies Indian Airlines, it can reach the remotest places in India and select destinations in the Middle East and Southeast Asia. Indian Airlines has the largest cargo capacity amongst the domestic carriers. And a network capacity of 1,000 tonnes per day to take care of your big and bulky cargo. Covers 63 destinations in India 17 destinations abroad. Seven wide-bodied Airbus A-300s 36 Fly-by-wire Airbus A 320s 11 Boeing 737s Three Donniers With its mixed fleet, IA has a distinct edge over other competitors in the Indian domestic market. A 300 aircraft is a cargo-friendly aircraft and is capable of carrying big and odd size cargo in unitized mode with pallets and containers besides carrying cars. In general, Indian Airlines airlifts wide variety of commodities, which include perishables (such as vaccines, fruits, vegetables, flowers etc.) livestock, valuable cargo and general cargo
commodities meant for exports like readymade garments, machine parts and mail etc. Our range of products and services include movement of domestic cargo with flexi pricing policy, express cargo, door-to-door services and on-board courier services besides carriage of international cargo within the country as well as to other destinations such as the Gulf countries, Bangkok, Singapore and Kuala lumpur.
NETWORKS OF AIR INDIA CARGO
PRICING STRATEGY IN CARGO MANAGEMENT

Rates Construction Domestic, Domestic-cum-International International.
1)
Rates Domestic Surcharges
Surcharges whenever applicable will be levied in additional to rates depending on demand/capacity and will not be commissionate. 2)
i.
Minimum Charges Where the weight or volume charge for a
consignment is lower than the minimum charge, the minimum charge shall apply. The charge take precedence over any lower charge that would result from the applicable weight or volume charge provided in any other rule, unless specifically indicated in that rule. ii. iii. Any valuation charge shall not be included with the weight or volume charge. The minimum charge for any consignment shall be Rs. 50/- or the charge for one kilogram of under 45 kgs rate whichever is higher.
3)
General Cargo Rates
The rate established for cargo in general also known as General Cargo Rate: Basic freight rate is generally expressed as the normal under 45 kgs rate. Quantity discount rates based on specified quantities of consignment on specified sectors / routes and are generally offered for weight breaks of 45 kgs and above. 4) Specific Commodity Rates The rates applicable for carriage of Specific commodities between specifically designated points to promote the growth of Specified Commodities 5) Class Rate
A rate applicable to a specifically designated class of goods. This is generally expressed as a percentage of the normal rate and takes precedence over general cargo rates. On Air India domestic services , the following rates are applicable:
a)
Live Animals
Its means all domesticated and undomesticated animals including mammals, birds, reptiles, fish, insects etc. live animals shall be carried at 200% of the applicable basic (under 45 kgs) rates subject to a minimum charge of Rs. 100/Exceptions:
i.
Consignments of day old chicks shall be accepted at basic freight (fewer than 45 kgs) rates. Consignment of live fish, fish seeds shall be accepted at the applicable general cargo rate. Live beneficial insects, mice, monkeys when carried carried for experimental purposed shall be accepted at basic ( under 45 kgs) rates. b) Valuable cargo- domestic For consignments with a declared value of Rs. 8000/- or more per gross kg. And of gold bullion, Dore bullion, gold specie, and gold only in the form of Grain, sheet, foil, powder, sponge, wire, rod, gold jewellery, platinum metals. The rate is 200% of the basic rate per kg (under 45 kg) on weight or volume basis, plus a valuation charge of 0.50 % of the shippers declared value for
ii. iii.
carriage which is in excess of Rs. 450/- per kg subject to a minimum charge of Rs 100/-. c) Newspapers, Magazines, Periodicals, Books,
Catalogues, Braille type equipment : Consignments of the above articles weighing 5 kgs or more shall be entitled to: i. A discount of 25% shall apply on basic freight rate on all items listed above except Newspapers/ magazines and periodicals. A discount of 30% on basic freight rate on Newspapers and magazines and 40% discount on basic freight rate on magazines/ periodicals subject to minimum weight of 500 kgs. ii. A discount of 50% on basic freight where the transportation is in- conjunction with international transportation. iii. iv. d) Minimum charge on such consignment where applicable shall apply. No cartage charge shall apply on such consignment. Human Remains It shall be charged at a discount of 50% under 45 kgs. rate on weight or volume basis whichever is higher.
Services And Related Charges Domestic
Published freight rates for carriage of goods are applicable airport to airport basis i.e. from originating airport to destination airport. Such published freight rates do not include the following services and charges: a) Statistical Charges
A statistical charge of Rs. 60/- shall be levied when IC or its agent issue or complete the AWB for domestic transportation. The charge when made must be entered on the air way bill and may be collected from the consignee. b) Air Waybill Fee Air Waybill Fee of Rs. 75/- is applicable on domestic , non retainable by agents. c) Cartage Charge
A minimum charge of Rs. 25/- on consignments weighing upto and including 5 kgs shall be charged whether the shipment is carried in Air India transport in one direction,
i.e. city to airport or airport to city or in both directions i.e. city/airport/city. For consignment weighing over 5kgs an extra charge of Rs. 1/- per kg or part thereof shall be charged in case cargo in carried on Air India transport city to city i.e. at both ends. There shall be no cartage charges on shipments booked on airport to airport basis. No cartage charge shall be levied on shipments of newspapers, periodicals, books and magazines. Cartage charge shall be levied on gross weight. d)
i.
Demurrage Charges: If freight is not collected with in four days from the
date of arrival of the goods , a demurrage charge Rs.1.50 per kg or part thereof per day shall be levied from the 5th day upto and including the 14th day.
ii.
If freight is not collected even on the 15th day after arrival a charge of Rs 3.00 per kg or part thereof per day shall be levied from the 5th day itself. A minimum demurrage charge of Rs. 100/- shall be leviable on every consignment from the 5th day onwards. Demurrage charges shall be levied on the actual Charges Collect Fee;
iii.
iv. e)
weight or volumetric weight whichever is higher.
A shipment may be accepted on charges collect basis provided the total freight and valuation charges. If any , are Rs. 250/- or more and does not contain: a. b. c. d. e. f. Perishables Live Stock Newspapers Human Remains Unaccompanied baggage / personal effects Where the resale value of the goods would be less
than the total amount to be collected.
RATE CONSTRUCTION DOMESTIC When a through per kilogram domestic rate is not published, a through per kilogram rate may be constructed by addition of applicable sectors per kilogram rate, giving benefit of the lowest combination. i. Minimum weight and charges
A higher charge shall not be applied for a lower weight consignment than the minimum charge for a similar consignment in the large weight or size category. ii. Amendment of an executed AWB( Domestic)
Any amendment or addition to the information entered on the AWB (Domestic) subsequent to the initial issue must be made on all the remaining copies of the AWB (Domestic) All such request must be in writing and no verbal instructions shall be taken and must be retained by the office of origin for at least 2 years. Amendment fee of Rs. 100/-plus taxes @ 10.3% to be levied for every change in the name and address of consignee on a domestic consignment Note.
RATES DOMESTIC- CUM- INERNATIONAL AND INTERNATIONAL 1) Minimum Charge
Where the weight or volume charge for a consignment is lower than the minimum charge, the minimum charge shall apply. The minimum charge takes precedence over any lower charge that would result from the applicable weight or volume charge, unless otherwise specifically indicated. Minimum charge is based on normal rate and shall never be less than the applicable normal rate times the chargeable weight of such consignment. Valuation charge shall not be included with the weight or volume charge.
2)
Specific Commodity Rate:
Specific commodity rates are usually lower than general cargo rates and are published for specified destination point. They are subject to minimum weight stipulations which are published along with the rates.
3)
Class Rates :
Commodity classification rates, known as class rates apply to a few commodities within or between certain areas. They are usually stated in terms of a percentage increase or reduction of the general cargo rates. i. Valuable Cargo International
Shipments containing one or more of the following articles: a) Any article having a declared value for carriage of
US$ 1000 or more , per gross kilogram except in the united kingdom GBP 450.00 or more per gross kg. b) Legal bank notes, securities, shares and share coupons, travellers cheques, stamps and ready to use bank cards and /or credit cards.
c) d) 4) GCR
Diamonds, rubies, emeralds, sapphires, opals and real Jewellery consisting of any of the articles under ( c ) Human Remains
pearls. above. For human remains in coffins the rate will be the normal
For human remains in urns( ashes) the rate will be the applicable GCR.
RATE LIST OF CARGO AS OF 5TH JULY 2010

REVISED CARGO RATES EX-DELHI UPDATED.5th JULY 2010 SNO. SECTOR M NRAT E 83.6 5 113. 85 34.4 0 54.9 0 91.7 39.70 32.15 29.80 23.95* 21.70* 19.45* X-45 Q-45 Q100 Q-250 Q-500 Q-1000
1 2 3 4 5
AGARTALA AGATTI AGRA AHMEDAB AD AIZWAL
500 500 500 500 500
5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 ALLAHABA D AMRITSAR AURANGA BAD BAGDOGR A BANGALOR E BHAVNAGA R BHOPAL BHUBANES HWAR BHUJ CHANDIGA RH CHENNAI COIMBATO RE DEHRADUN DHARAMS ALA DIBRUGAR H DIMAPUR GOA 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 58.1 5 46.1 0 64.7 5 69.1 0 87.3 0 82.2 0 50.9 0 77.0 0 92.6 0 39.1 0 87.8 0 102. 30 46.2 0 55.2 0 96.0 0 94.5 5 81.7 5 70.50 69.40 59.80 56.80 55.95 48.25 52.40 51.60 44.60 40.40 39.80 34.70 27.85 65.35 75.25 22.70 52.90 60.60 21.15 48.90 55.90 17.65 38.10 42.90 34.25* 30.35* 36.70 56.25 29.75 45.40 27.60 41.95 22.35 32.80 42.10 33.10 47.05 50.35 65.00 34.10 26.90* 38.05 40.70 52.60 31.60 25.00 * 35.25 37.65 48.65 20.45* 27.90 29.65 37.90 34.05* 26.35*
23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40
GUWAHTI GWALIOR HYDERABA D IMPHAL INDORE JABALPUR JAIPUR JAISALMER JAMMU JAMNAGAR JODHPUR JORHAT KANPUR KHAJURAH O KOCHI KOLKOTTA KOZHIKOD E KULLU
500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500
76.8 0 38.4 0 73.8 0 89.0 0 55.5 5 70.6 5 37.0 5 57.7 5 48.4 0 89.6 5 48.0 5 94.5 5 52.4 0 53.3 5 107. 55 67.5 5 103. 60 55.2
56.10
45.30
41.85
32.70
54.85 66.50 * 40.15
44.50 54.60* 32.55
41.20 50.80 * 30.15
32.50 40.60* 24.20
29.35*
26.15*
26.30
21.45
20.00
16.80
34.80 65.75 34.55 69.40 37.05 38.50 79.15 50.15 76.20
28.25 53.00 28.05 55.95 30.65 31.25 63.75 40.75 61.40
26.25 48.95 26.05 51.60 28.45 28.95 58.75 37.75 56.60
21.35 37.85 21.20 39.80
23.35 45.00 30.00 43.45 27.15* 21.40*
0 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 LEH LUCKNOW LUDHIANA MADURAI MANGALO RE MUMBAI NAGPUR PATHANKO T PATNA PORTBLAI R PUNE PUTTAPAR THY RAIPUR RAJKOT RANCHI SHIMLA SILCHAR 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 500 65.0 0 44.2 0 57.2 0 109. 20 95.4 0 65.5 0 59.6 0 62.2 0 57.7 5 121. 45 74.8 5 99.4 5 71.3 0 85.3 0 70.7 0 47.6 0 89.3 5 65.50 52.85 48.75 37.75 51.80 42.05 38.95 30.90* 54.00 52.00 48.85 40.50* 47.80 31.65 40.15 80.40 70.05 48.65 45.20 43.90 41.80 89.60 54.65 38.70 25.75 29.70 64.75 56.45 39.50 45.00 32.45 33.85 72.10 44.15 31.40 66.40 40.80 25.10 50.60 31.95 59.70 52.10 36.65 42.40 45.70 40.15 29.20 35.85* 26.45* 23.65* 35.90 * 23.95 29.15* 19.70 16.70
58 59 60 61 62 63 64 65 66 67
SRINAGAR SURAT TEZPUR TIRUCHIRA PALLI TIRUPATI TRIVANDR UM UDAIPUR VADODRA VARANASI VISHAKAP ATNAM
500 500 500 500 500 500 500 500 500 500
49.7 5 86.8 5 91.0 5 105. 40 95.1 5 113. 65 48.0 5 60.4 0 53.3 5 87.1 0
35.80 63.65 66.80 77.55 69.85 83.75 34.55 43.80 38.50 63.85
29.05 51.35 53.85 62.45 56.30 67.40 28.05 35.45 31.25 51.50
16.50 47.40 49.70 57.60 51.95 62.15 26.05 32.85 28.95 47.55
15.50 36.75 38.40 44.15 40.05 47.45 21.20 26.15 23.35 36.85
The major competitors of Air India in cargo sector
Compara tive study of price list of Air India Cargo with other competit ors Cargo Co. Airlines Slab
100 250 500 1000
BO M
36.65 29.2 26.45 23.65 22 500 3 200
MA A
48.9 38.1 34.25 30.35 26.45 500 3 200
HY D
41.2 32.5 29.35 26.15 22.95 500 3 200
CC U
37.75 30 27.15 21.4 21.4 500 3 200
BL R
48.65 37.9 34.05 26.35 26.35 500 3 200
AM D
29.8 23. 95 21. 7 19.45 18 500 3 200
PN Q
40.8 31.95 NA NA 25 500 3 200
AIR INDIA
FAK MINIMUM FRT FS AWB CHARGE
JET AIRWAYS
100 MINIMUM FRT FS AWB CHARGE
30 500 7 200
30 500 7 200
22 500 7 200
35 500 7 200
39 500 7 200
23 500 7 200
24 500 7 200

100 29.7 30.5 29.8 45.8 34.9 23.7 34.1
SWOT ANALYSIS
What is SWOT analysis? SWOT is an acronym for strengths, weakness, opportunities and threats. Here these are briefly described as follows:
Strengths:
It is the capability of an organization, which is used to gain strategic advantage over its competitors. Weakness:
Weakness is an inherent limitation or constraint of the organization, which creates strategic disadvantage to it.
Opportunity:
An opportunity is a favorable condition in the organizations environment, which enables it to strengthen its position. Threats: A threat is an unfavorable condition in the organizations environment, which causes a risk for damage organizations position.
SWOT ANALYSIS for the Air India cargo services

Strengths Largest cargo service provider. 24x7 customer services. Group focus on cargo.
Strong international associates. Fastest service provider. Continuous coverage over the country. Better customer service through CRM system. Weaknesses The wrong entry can create a big problem, and thus creates a bad image of the company in the customers mind. Some of the parcels are not properly packed; therefore there is a loss in the quantity of the parcel sent. Some of the customers send perishable items from the cargo and due to the delay in the collection of the cargo they become rotten and stink. If the collection of the cargo is delayed then due to the limitation of space it causes problem of storage. Cold storage is their but no deep freezing system is there therefore it creates problem for the goods which needs to be stored in deep freezer.
Opportunities: There are huge opportunities of increasing the market share and cargo services in the market.
Lot of untapped potential customer segment services. Offering of low cost plans to the agents can increase the graph of the customers. Threats: There is a very tough competition with kingfisher Airlines.
RESEARCH
Objective of the study

This is the principle as well as the ancillary objective of the study, which is as follows:
Main or principle objective of the study

The main objective of the study is to create awareness among the customers and the agents about the new schemes and safety transferred by the air India cargo.
Ancillary objective of the study

Some Ancillary objectives of the study are as follows: To analyze the level of customer satisfaction. To find out the problems regarding services that the customers are facing. Research and analysis of the current customer base i.e. the market share of the airlines cargo service providers. Response of the customers regarding cargo services. Reasons of the churning of the customers of air India cargo as well as the other operators.
RESEARCH METHODOLOGY
RESEARCH DESIGN:
A research design is the specification of methods and procedures for acquiring the information needed. It is the overall operational pattern or framework of the project that stipulates what information is to be collected, from which sources and by what procedures. Features of the research design: It is the plan that specifies the sources and types of information relevant to the research problem. It is a strategy specifying which approach will be used for gathering and analyzing the data. It also includes the time and cost budgets since most studies are done under these two constraints. Type of research This is the descriptive research as this research includes surveys and fact findings. So descriptive research helps in knowing about the particular item or group of items. In other words it describes the state, as it exists at present.
Sample unit
Sampling unit may be geographical one such as state ,district etc. the specified zone for study was different airlines cargo places , mehram nagar, and mahipal pur where agents of cargo airlines works. Sample size This refers to the number of the items to be selected from the universe to constitute a sample. The size of sample should neither be excessively large nor too small. It should be optimum. The size of the sample was 120
LIMITATION S& DIFICULTIE S
LIMITATIONS AND DIFICULTIES ENCOUNTERED Nothing in this universe is free from limitations and the present project is not an exception to it. To conduct such an extensive customer survey in a very short span of time was really a Herculean attempt, as some of the respondents didnt cooperate with us. Customers didnt give proper information regarding them. Some of the customers were not aware that why they are using its services.
Some of the respondents didnt cooperate us as they were in too much hurry. Due to the limitation of the time we dont have large variety of customers.
DATA ANALYSIS
ANALYSIS OF DATA
The term analysis refers to the computation of certain data. The data after collection has to be processed and analyzed. At last the completed questionnaires were checked and edited to correct the errors. Then the computation for the estimates is performed. Types of data
There are generally two types of data. Primary data Primary data may be classified as those data that have been observed and recovered by the researchers for the first time to their knowledge. the primary data is original in character. Secondary data Secondary data may be classified as those data that have been already collected by someone else and which have already been passed through the statistical process. Sources of data This research includes primary as well as secondary data. Primary data Primary data is classified directly from the respondent through questionnaire. Secondary data Secondary data is collected through questionnaire. First of all the questionnaire is framed according to the requirements of the research and then it was filled by the different respondents. Data collection instrument
The questionnaire was prepared in such a way that it covers all the essential features and the objectives. But at the same time the length of the questionnaire was kept short. Questionnaire includes dichotomous questions, open ended questions and multiple choice questions. Dichotomous questions are in the form of yes or no Data analysis techniques Analysis of data is done through quantitative method i.e. numerical figure. Data analysis instrument Various instruments are used for data analysis such as tabulation of data i.e. an orderly arrangement of data, piecharts, bar graphs etc.
QUESTIONNAIRE Agent feedback for cargo services
Name Address... Contact no.
Ques-1. Are you a using cargo services provided by different airlines regularly? yes depends Conclusion: Agents are the regular business persons so they use the airlines cargo regularly. Ques-2. Which airline cargo services you like use the most ? Jetairways indigo goAir If any air India other mention, spicejet kingfisher no sometimes
air india 17%
indigo 11%
jetairw ays 39%
kingfisher 33%
spicejet 0%
Conclusion: This graph shows that both jet airways and kingfisher airlines have maximum market share for airlines cargo. Ques-3. From what source you come to know about this Airlines cargo? Advertisement media Conclusion: As all the agents are in the business from the past 10-15 years so they already know about the airlines. Ques-4. Do you use other Airlines cargo services also ? yes depends no sometimes Relatives other agents
Name
of
them
Conclusion: All the agents generally use multiple airlines cargo according to their suitability and convenience. Ques-5. Approx hoe much cargo you receive daily? 5qtl-10qtl more than 5 tn 1tn-2tn 2tn-5tn
more than 5 tn 29%
5qtl-10qtl 28% 5qtl-10qtl 1tn-2tn 2tn-5tn more than 5 tn
2tn-5tn 14%
1tn-2tn 29%
Conclusion: Most of the agents said that they get more than 1 ton of cargo daily and some of them even get more than 5 tons of cargo. This shows that there is large quantity of cargo which goes by airlines cargo. Ques-6. If corporate then name of the company?
Cos name cos address........................................ ...................... Qty of goods type of
goods Conclusion: The companies mainly using airlines cargo services are: 1) 2) 3) 4) JCB Ques-7. From how many days you are using cargo services? 0-3 months more than 2 yrs 3-9 months 9-24 months Nokia Samsung Hero Honda Dominos 5) Eicher 6) 7) Maruti 8) Escorts
motors Trackon udyog ltd.
Conclusion: Most of them are in the business from the last 10-15 years Ques-8. Are you satisfied with the services provided by airlines that you are using? yes no other option no dont care
8 7 6 5 4 3 2 1 0 yes no don't care no other option
Conclusion: Mostly all of them are satisfied by the services provided by airlines cargo. Ques-9. Do you think goods are safely transferred from this Airlines cargo?
yes
no no
nothing else to do o
8 7 6 5 4 3 2 1 0 yes no nothing else to do no other option
Conclusion: They are also satisfied because goods are safely transferred from their chosen airlines. Ques-10. Why are you using this cargo services? low fares 6 punctuality
5 4 3 2 1 0
reliable
better facility
Conclusion: Most of the agents said that they use their preferred airlines due to better services and very few of
MAHARAJA AGARSEN INSTITUTE OF punctuality TECHNOLOGY SEC-22 low fares reliable better facility ROHINI DELHI-110086
them said they send their cargo from those airlines which give cheaper rates to them. It means that people are more conscious about the services not the fares. Conclusion: Because of better facility they are using this airlines. Ques-11. How do you attract your customers? advertising individual visit through sub agents
any other medium
4 3.5 3 2.5 2 1.5 1 0.5 0 advertising individual visit through sub agents any other medium
Conclusion: Most of them have their own marketing team which goes to the market to increase their business.
Ques-12. What you do to sustain your regular customers? give lucrative schemes. door to door service to consignee and consigner. provide just in time services. assured return in case of damage. Conclusion: all the agents give only door to door service to their customers. It means there is a lot of scope to attract the customers from the market. Ques-13. Any suggestions for cargo service providers? Yes, No suggestions. Conclusion: 1)flights to small areas should be there. 2) facility of warehousing in kingfisher airlines is demanded.
QUESTIONNAIRE customer feedback for air India cargo services

Name Address Contact no.
Ques-1. Are you regular customer of air India cargo? yes depends no sometimes
depends 5% sometimes 25% yes 50% no 20%
Conclusion: half of the people uses this airline regularly whereas 25 % said they sometimes use it and 20 % come to it first time. Ques-2. From what source you come to know about this Airlines cargo? Advertisement media Relatives other agents
10% 30% advertisements relatives 30% 30% other agents media
Conclusion: They are aware about air India cargo just because of their relatives and other agents. Advertising and media is not playing any crucial role in creating awareness about the air India cargo. Ques-3. Do you use other Airlines cargo services also?
yes depends
no
sometimes
25%
0% 30% yes no sometimes depends 45%
Name
of
them
Conclusion: As we can see 45% of people said that they generally dont prefer other airlines than air India where as 30 % of the people are also there who said that they use other air lines also. Ques-4. Do you find air India cargo is providing better services than any other airlines? yes comments no dont know no
10% 20% yes no don't know 5% 65% no comments
Conclusion: 65% of the customers said that they are satisfied by the services provided by the air India cargo Ques-5. Are you satisfied with the service provided by the air India cargo? yes other option no dont care no
10%
5%
5% yes no don't know no other option 80%
Conclusion: A big quantity i.e. 80% of customers is satisfied by the working of air India cargo. Ques-6. The goods you booked belonged to: You only document corporate relative govt.
5% 25%
20% you only corporate govt. document relative 50%
Conclusion: half of the individual customers who come to air India cargo belong to corporate. Ques-7. If corporate then name of the company ? Cos name cos .
address
...........................................................
qty type . Ques-8. How often do you use the cargo services? daily not sure weekly
of
goods
of
goods
monthly
10% 25%
15% daily weekly monthly not sure 50%
Conclusion: 50% said that they use cargo services weekly where as 25% said monthly and only 15 % said daily. Ques-9. Do you think goods are safely transferred from Air India cargo?
yes no other option
no
nothing else to do
1% 5
0 % ye s n o n th g e to d o in lse o n o e o tio o th r p n 8% 5
Conclusion: most of the people are satisfied whereas 15 of the people are not. Ques-10. Have you received your parcel safely? yes missing no to some extent
1% 0
0 % ye s n o to s m e te t o e x n m issin g 9% 0
Conclusion: almost all the people have received their parcel safely.
Ques-11. Have you received your parcel on time? yes not received yet no late
10%
0% yes no late not receiv yet ed 90%
Conclusion: almost all the people have received their parcel on time. Ques-12. Any suggestions for cargo service providers? Yes, .
No suggestions. Conclusion:1) flights to small areas should be there. 2) A.C. at the booking counter must be there. 3) Provision of water should be there. Thank you for your kind cooperation. QUESTIONNAIRE Customers feedback for cargo services Name Address Contact no. Ques-1. Are you regular customer of this airlines cargo? yes depends no sometimes
je t a ir w a y s
s o m e t im e s 13% depends 0% no 0%
depends 13% s o m e t im e s 0% no 0%
k in g f is h e r
yes no s o m e tim e s depends
yes no s o m e t im e s depends yes 87%
yes 87%
b lu e d a r t
depends 20% s o m e t im e s 0% no 0% yes no s o m e t im e s depends yes 80%
s o m e tim e s 20% depends 20%
s p ic e je t
yes 40%
yes no s o m e t im e s depends
no 20%
Conclusion: Jet Airways: 87% of the people said that they are using airlines cargo services regularly. Kingfisher Airlines: As the research was done in
kingfishers cargo therefore most of the customers were

regular customer of kingfisher cargo. Whereas 13% said that it depends on condition. Blue dart Airlines: 80% of the person said that they are the regular customer of blue dart whereas 20% said that it depends according to condition. Spice jet Airlines: The customer of this airline gives the most mixed responses. As we can see that only 40% said that they use it regularly. Otherwise there was no clear answer Ques-2. From what source you come to know about this Airlines cargo? Advertisement media
je t A i r w a y s
k in g f is h e r
m e d ia 0% o t h e r a g e n t s a d ve rt is e m e n t s 0% 25%
Relatives
other agents
m e d aad ve r t i s e m e n t s i 0% 13% a d ve r t is e m e n t s o th e r a g e n ts 49% r e la t ive s 38% r e la t i ve s o th e r a g e n ts m e d ia
a d ve rt is e m e n t s re la t ive s o th e r a g e n ts m e d ia r e la t ive s 75%
o th e r a g e n ts 0% m e d ia 0%
s p ic e je t
m e d ia 0% a d ve rt is e m e n t s 0%
a d v e r t is e m e n t s re la t ive s o th e r a g e n ts m e d ia
b lu e d a r t
a d ve r t is e m e n t s 0%
o th e r a g e n ts 40% r e la t ive s 60%
a d ve rt is e m e n t s re la t ive s other age nts m e d ia
r e l a t i ve s 100%
Conclusion: Jet airways: 49% of the customers said that they come to know about this airline from other agents whereas 39 % of them said that they know it from their relatives. Kingfisher Airlines: Most of them said that they come to know about kingfisher airlines cargo because of the advertisements they do for the passengers. Therefore it is creating an impact on the customers mind that kingfisher is providing better services for cargo also than other airlines. Spice jet airlines: 60% said that they come to know about spicejet from their relatives whereas 40% said it from other agents. Blue dart airlines: All the people said that they come to know about blue dart from other agents.
Ques-3. Do you use other Airlines cargo services also ? yes depends Name of no sometimes
them
je t A ir w a y s
k in g fis h e r
depends 25% yes 37% yes no s o m e tim e s depends s o m e t im e s 25% no 13%
depends 25% yes 37% yes no s o m e t im e s depends s o m e t im e s 25% no 13%
s o m e t im e s 0% depends 0% yes 0%
b lu e d a r t
s do emp e tni m se s d 0% yes 20% yes no s o m e tim e s depends
s p i c e je t
yes no s o m e t im e s depends no 80%
no 100%
Conclusion: Jet airways: Customers had given mixed response to this question as we can see 37% said that they regularly use whereas 25% said that they use kingfisher airlines sometimes and it depends on the condition also. Kingfisher Airlines: Customers had given mixed response to this question as we can see 37% said that they regularly use whereas 25% said that they use kingfisher airlines sometimes and it depends on the condition also. Blue dart Airlines: 60% said that they use other airlines cargo services but 40% also said that they use blue dart only. Spicejet Airlines: 80% said that they use spicejet airlines only.
Ques-4. Do you find this airlines cargo is providing better services than any other airlines? yes no dont know no
comments
je t a ir w a y s
n o c o m m e n ts 13% n o c o m m e n ts 38% yes 62% yes no d o n 't k n o w n o c o m m e n ts d o n 't k n o w 13% no 0% yes 74%
k in g f is h e r
yes no d o n 't k n o w n o c o m m e n ts
d o n 't k n o w 0% no 0%
b lu e d a r t
n o c o m m e n ts d o n 't k n o w 0 % 20% yes no no 20% yes 60% d o n 't k n o w
s p ic e je t
n o c o m m e n ts 20% d o n 't k n o w 0% no 0% yes no d o n 't k n o w n o c o m m e n ts yes 80%
n o c o m m e n ts
Conclusion: Jet airways: 62% of the customers said that they were satisfied but 38% give no comment on its services. Kingfisher Airlines: 74% of the customers are satisfied by the services provided by this airline whereas 13% said that no to it and 13% give no comments on it. Blue dart Airlines: 60% said that it is providing better services but 20% said no to it and 20% said that they dont know. Spice jet Airlines: 80% of them are satisfied. Whereas 20% give no comments to it.
Ques-5. Are you satisfied with the service provided by this airlines cargo? Yes other option
no 0%
no
dont care
no
je t A ir w a y s
d o n 't c a r e 13% n o o t h e r o p t io n 0% no 0% yes no d o n 't c a r e n o o th e r o p tio n yes 87%
k in g f is h e r
d o n 't c a r e 0% n o o t h e r o p t io n 0% yes no d o n 't c a r e n o o t h e r o p t io n yes 100%
b lu e d a r t
n o o t h e r o p t io n 0% d o n 't c a r e 40% yes 60% no 0% d o n 't c a r e 0% no 20% yes no d o n 't c a r e n o o th e r o p tio n yes 80%
s p i c e je t
n o o t h e r o p t io n 0% yes no d o n 't c a r e n o o t h e r o p t io n
Conclusion: Jet airways: 87% said that they are satisfied which is quite a good ratio. King fisher Airlines: people are fully satisfied by the services of kingfisher airlines. Blue dart Airlines: 60% said that they are happy but 40% said that they dont care about all such things. Spice jet Airlines: 80% of the customers said that they are satisfied with this airline but 20% are not. Ques-6. The goods you booked belonged to : you only document corporate relative govt.
je t a ir w a y s
r e l a t i ve s 0% y o u o n ly 38% g o vt . d o c u m e n t 49%
k in g f is h e r
g o vt . d o c u m e n t 0% c o r p o r a t e r e la t iv e s 0% 25%
y o u o n ly c o rp o ra te g o vt . d o c u m e n t r e l a t i ve s
y o u o n ly c o rp o ra te g o vt. d o c u m e n t r e la t i ve s y o u o n ly 75%
c o rp o ra te 13%
g o vt . d o c u m e n t 0% re la t ive s 0% y o u o n ly 0%
b lu e d a r t
s p ic e je t
r e la t i v e s 20% y o u o n ly c o rp o ra te g o vt . d o c u m e n t g o vt . d o c u m e n t re la t ive s 20%
y o u o n ly 20% y o u o n ly c o rp o ra te g o vt . d o c u m e n t re la tive s c o rp o ra te 40%
c o rp o ra te 100%
Conclusion: Jet airways: Only 49% said that the goods they have bought to book belong to any of the corporate whereas 38% said that goods belong to them only. King fisher Airlines: Only 25% said that the goods they have bought to book belongs to any of the corporate whereas 75% said that goods belongs to them only. Blue dart Airlines: Blue dart deals with corporate only.
Spice jet Airlines: 40% of the customers said that goods belong to them only whereas 20% was equally depends among all other options. Ques-7. If corporate then name of the company? Cos name cos ......... qty of goods type of address
...........................................................
goods Ques-8. How often do you use the cargo services? daily not sure weekly monthly
je t a ir w a y s
d a ily 13% d a ily w e e k ly w e e k ly 37% m o n th ly 25% m o n t h ly n o t s u re m o n t h ly 37%
k in g f i s h e r
n o t s u re 25%
n o t s u re 25%
d a i ly 25% d a ily w e e k ly w e e k ly 13% m o n t h ly n o t s u re
b lu e d a r t
n o t s u re 0% d a ily 0% w e e k ly 40% m o n t h ly 60% d a ily w e e k ly m o n t h ly n o t s u re n o t s u re 40%
s p ic e je t
d a ily 0 % w e e k ly 20% d a il y w e e k ly m o n t h ly n o t s u re m o n t h ly 40%
Conclusion: Jet airways: 37% said that they send the goods weekly whereas 25% said that were not sure. And 13% said that they use the cargo service daily. King fisher Airlines: 37% said that they send the goods monthly whereas 25% said that were not sure. And 25% said that they use the cargo service daily. Blue dart Airlines: 60% said that they use the cargo monthly whereas 40% of them said that they use it weekly.
Spice jet Airlines: 40% said that they use it monthly whereas 40% were not sure and 20% use it weekly. Ques-9. Do you think goods are safely transferred from Air India cargo? yes no other option no nothing else to do
je t a ir w a y s
n o t h in g e ls e t o n on od tohs eur r e p t i o n o 0%
k in g f is h e r
yes n o t s u re n o t h in g e ls e t o d o n o o t h e r o p t io n
yes 100%
yes 100%
b lu e d a r t
n o t h i n g e ls e t o n on od tohseur r e p t i o n o 0%
s p ic e je t
yes 100%
yes 100%
Conclusion: Jet airways: All the customers said that they are satisfied with this airlines cargo. King fisher Airlines: All customers said that they are satisfied with this airlines cargo. Blue dart Airlines: All the customers said that they are satisfied with this airlines cargo. Spice jet Airlines: All the customers said that they are satisfied with this airlines cargo. Ques-10. Have you received your parcel ?
yes not received yet
no
late
Ques-11. Have you received your parcel on time? yes not received yet Ques-12. Any suggestions for cargo service providers? Yes, \ no suggestions. no late
MAJOR FINDINGS
MAJOR FINDINGS OF THE STUDY ARE AS FOLLOWS-
Market share of kingfisher was more as most of the
agents using airlines cargo services said that kingfisher is their first preference. Most of the customers were satisfied with the services
of air India cargo.
Many customers who were using the services of other
airlines were interested in knowing, if any lucrative scheme is offered by air India cargo. According to some customers, people have illusion in their mind that air India being a government organization cannot fulfill the expectations of the customers in terms of services. According to some customers, they are taking a lot of time in booking and delivery counter as compared to other airlines cargo. Provision of water and air condition is not their as Volatile customers are more and more as they switch other airlines have. from one cargo service provider to the other due to cutthroat competition.
CONCLUSI ON
After the final analysis of the data following conclusions were drawn:
During the project, by the analysis it was found that most of the customers use kingfisher airlines cargo services.
Kingfisher airlines does the advertising of its airlines on large scale so it also creates an impression in the mind of the people that the cargo services provided by it will also be better than the others. Due to cut-throat competition volatile customers switch easily from one cargo service provider to the other. Cost and services are the main factor due to which the customers and agents switches to other service provider as the market is too sensitive.
RECOMMENDATIONS
The organization should take the following stepsMAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086
It will not only improve the satisfaction level of the customers but also will provide the substantial growth of the company. There must be uniformity in the information provided to the customer by the customer care executive to avoid communication gap. Air India sites must be promoted. Air India should do advertising on big scale in TV, Radio, newspapers and internet. It will not only increase the quantity of passengers for the airlines but also increase the market share in the field of cargo. The employees in the customer care services must be cooperative in nature and capable of answering the queries of the customers precisely. Customer must be provided with the booklet of the facilities and the services of the cargo. Information must not be hidden from the customers. Network to the small areas should be improved. Due to price sensitive market minimum price should be charged from the customers. Regular customers of airlines cargo and the agents providing more business to the cargo must be given or awarded with gifts etc.
BIBLIOGRAP HY
BOOKS: C.R. KOTHARI
RESEACH METHODOLOGY
MAGAZINES:
AIR INDIA MANUAL CARGO MANUAL
WEBSITES: WWW.AIRINDIA.COM WWW.GOOGLE.COM http://home.airindia.in
ANNEXURE S
QUESTIONNAIRE Agent feedback for cargo services

Name Address... Contact no.
Ques-2. Are you a using cargo services provided by different airlines regularly? yes depends Ques-2. Which airline cargo services you like use the most ? Jetairways indigo goAir If any air India other mention, spicejet kingfisher no sometimes
Ques-3. From what source you come to know about this Airlines cargo? Advertisement media Relatives other agents
Ques-4. Do you use other Airlines cargo services also ? yes depends no sometimes
Name Ques-5. Approx hoe much cargo you receive daily? 5qtl-10qtl more than 5 tn Ques-6. If corporate then name of the company? Cos 1tn-2tn 2tn-5tn
of
them
name cos address........................................ ...................... Qty of goods type of
goods Ques-7. From how many days you are using cargo services? 0-3 months more than 2 yrs Ques-8. Are you satisfied with the services provided by airlines that you are using? 3-9 months 9-24 months
yes no other option
no
dont care
Ques-9. Do you think goods are safely transferred from this Airlines cargo? yes no other option Ques-10. Why are you using this cargo services? low fares punctuality Ques-11. How do you attract your customers? advertising individual visit through sub agents reliable better facility no nothing else to do
any other medium Ques-12. what you do to sustain your regular customers? give lucrative schemes. door to door service to consignee and consigner. provide just in time services. assured return in case of damage. Ques-13. Any suggestions for cargo service providers?
Yes, No suggestions.
QUESTIONNAIRE customer feedback for air India cargo services

Name Address Contact no. Ques-1. Are you regular customer of air India cargo? yes depends Ques-2. From what source you come to know about this Airlines cargo? Advertisement media Ques-3. Do you use other Airlines cargo services also? Relatives other agents no sometimes
yes depends Name
no
sometimes
of
them
Ques-4. Do you find air India cargo is providing better services than any other airlines? yes comments Ques-5. Are you satisfied with the service provided by the air India cargo? yes other option Ques-6. the goods you booked belonged to: You only document corporate relative govt. no dont care no no dont know no
Ques-7. If corporate then name of the company ? Cos name
cos . qty type . Ques-8. How often do you use the cargo services? daily not sure weekly
address
...........................................................
of
goods
of
goods
monthly
Ques-9. Do you think goods are safely transferred from Air India cargo? yes no other option Ques-10. Have you received your parcel safely? yes missing Ques-11. Have you received your parcel on time? no to some extent no nothing else to do
yes not received yet
no
late
Ques-12.Any suggestions for cargo service providers? Yes, . No suggestions.
Thank you for your kind cooperation.
QUESTIONNAIRE Customers feedback for cargo services

Name Address Contact no.
Ques-1. Are you regular customer of this airlines cargo? yes depends Ques-2. From what source you come to know about this Airlines cargo? Advertisement media Ques-3. Do you use other Airlines cargo services also ? yes depends no sometimes Relatives other agents no sometimes
Name
of
them
Ques-4. Do you find this airlines cargo is providing better services than any other airlines? yes no dont know no
comments Ques-5. Are you satisfied with the service provided by this airlines cargo? Yes other option Ques-6. the goods you booked belonged to : you only document corporate relative govt. no dont care no
Ques-7. If corporate then name of the company? Cos name cos ......... address
...........................................................
qty
of
goods
type
of
goods Ques-8. how often do you use the cargo services? daily not sure Ques-9. Do you think goods are safely transferred from Air India cargo? yes no other option Ques-10. Have you received your parcel ? yes not received yet Ques-11. Have you received your parcel on time? yes not received yet Ques-12Any suggestions for cargo service providers? Yes, \ no suggestions. no late no late no nothing else to do weekly monthly

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Summer Training Project Report On

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

DEPARTMENT OF MANAGEMENT STUDIES

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY AFFILIATED TO GGSIPU

UNDER THE GUIDANCE OF::SUBMITTED BY: MR. ASHOK MALHOTRA

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

Signature: (PRAMOD KUMAR SHARMA) University Enrollment No:06214803909

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

ONE WHO PREACHES THE GOAL WINS THE GAME

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

operations Rates construction in Domestic cum

International Cargo operations

Rates construction in International Cargo

Major Competitors of Air India in Cargo

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

Comparative Study of Pricing Strategies

of Air India Cargo with Other Competitors Cargo Companies.

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

Limitations and Difficulties

India Cargo services

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

Questionnaire 2. Customer feedback for

Air India Cargo services

Questionnaire 3. Customer feedback for

Major Findings Conclusions Recommendations Bibliography Annexure

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

National Aviation Company of India Limited

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

Air India cargo Air India express

Air India regional

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

AMALGAMATION OF AIR INDIA & INDIAN AIRLINES: What actually it is?

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

advisor, Ministry of Civil Aviation

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

Introduction Air India Cargo

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

Some jargons used in Air Cargo Industry

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

Cargo Goods carried by airline(s) on behalf of its customer.

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086