SUMMER INTERSHIP REPORT

(2017-2019)
Customer Relationship
Management in Travel & Tourism
Durgapur

At

Submitted by
Chiranjeet Deb Roy Chowdhury
Swami Vivekananda Institute of Management and Computer
Science
[2017-2019]
 SWAMI VIVEKANDA INSITITUTE OF MANAGEMENT AND
COMPUTER SCIENCE

Submitted By

CHIRANJEET DEB ROY CHOWDHURY

ROLL NO.: 25000917037

REGISTRATION NO.: 172500710040 of 2017-2019

SUMMER PROJECT REPORT

PAPER CODE: PRO 691

Department of MBA 2nd year

UNIVERSITY NAME: MAULANA ABUL KALAM AZAD UNIVERSITY

OF TECHNOLOGY, WEST BENGAL (FORMALY KNOWN AS WEST
BENGAL UNIVERSITY OF TECHNOLOGY)

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 DECLARATION
I CHIRANJEET DEB ROY CHOWDHURY, hereby declare that the
project done by me is to my knowledge. The project duration was of Two months
i.e. from 04-06-18 to 03-08-2018. The information collected by me is authentic
and is done through data analysis and interpretation and I have a thorough
knowledge of the project.

I further declare that this project report has not been submitted to any other
University or Institute for the award of any Degree or Diploma.

Date:

Place: Durgapur, West Bengal Signature

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 ACKNOWLAGEMENT
It was a matter of immense pleasure for me to undergo research work in such an
interesting topic. This project has been enriched by the inputs of various people.
I take this opportunity to thank each and every one of them.
I express my heartiest gratitude and offer my sincere thanks to Mrs Kakali
Gupta ma’am under whose jurisdictions I had completed my project. She has
given opportunity to undertake this work and provided all guidance and help.
I owe my sincere thanks to COX AND KINGS LIMITED Durgapur Branch, I
am grateful to MR Santanu Sarkar (Store Manager) for his kind cooperation
and also for the trust he responds on me which gave me much freedom and
flexibility to study every aspect of my project.
I also like thank to my parents, friends and relatives for supporting me in
completing my project.

Thanking you,
CHIRANJEET DEB ROY CHOWDHURY

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 INDEX

SERIAL TITEL PAGE PAGE NO.

NO.
1. OBJECTIVE OF TRAINING 5
2. INTRODUCTION 6-8
 HISTORY OF THE
COMPANY
 The 19th century and onwards
3. COMPANY PROFILE 9
4. PRODUCT & SERVICE 10-15
5. JOB DONE 16
6. DATA 17-18
7. LEARNING’S 19-21
8. CONCLUTION 22
9. BIBLIOGRAPHY 23

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 OBJECTIVE OF TRAINING
Training is an act of increasing knowledge and skills of a person for doing a
particular job more professionally.
The Department of Management of Tourism Business in our college ICG, Jaipur,
needs us to attain our on-the-job trainings individually in order to graduate with
bachelor’s degree in Management of Tourism Business as, other than the
theoretical study, practical experience is also required in this field to prosper as a
professional in the future. The objective of our training is to get familiar with
the job, fill areas of gaps between immaturity and professionalism with
knowledge and skills, and change all negative attitudes to positive attitude.

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 INTRODUCTION
I CHIRNJEET DEB ROY CHOWDHURY felt to be a part of SWAMI
VIVEKANANDA INSTITUTE OF MANAGEMENT AND COMPUTER
SCIENCE, KOLKATA. I did my summer training in COX & KINGS (I) ltd.
DURGAPUR in travel and tourism Sector Company under the brand name Cox
& Kings Ltd. (CKL) is the longest established travel company in the world
since1758. Headquartered in India, it is a premium brand that caters to the overall
travel needs of the Indian and International traveller. Cox & Kings operates in 20
countries through branch offices, subsidiaries, representative offices, franchised
sales shops as well as through our global network of sales agents.

HISTORY OF THE COMPANY

Richard Cox, the founder
Richard Cox 1718-1803, founder of Cox & Kings.
Cox was born in Yorkshire in 1718. His father, Joshua, had made a good living
as a lawyer and had moved from his birthplace in Clint in Worcestershire to
Yorkshire. He then bought an estate near Quigley in Hampshire. There is little
documentary evidence of the early life of Richard Cox, although he must have
received an excellent education after which he came into the service of the
English General, Lord Ligonier, as a clerk in the early 1740s. He was clearly
exceptionally good at making important contacts with all echelons of the army
and society, and in 1747he married Caroline Coddington, daughter of Sir William
Coddington who was an established military figure. Cox’s career really took off
when Lord Ligonier led the Flanders campaigns of the War of the Austrian
Succession. In one letter sent back to London, Richard Cox makes a demand that
suitable winter provisions and housing should be made available for the three
English companies and he became ever increasingly entwined with the
organization of provisions and the general welfare of the troops. Ligonier, in turn,
thought the world of his 'beloved Mr. Cox', making him his private secretary in
the late 1740s. Ligonier went on to become the Colonel of the First Foot Guards
(Grenadier Guards) in 1757, and rewarded Richard Cox with the post of 'military
agent' after the incumbent died in May 1758. Thus, was born Cox & Co, the
forebear of Cox & Kings.

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There were about a dozen main agents working for the army at the time and each
Regimental Colonel chose one to serve their troops. There was not a strict code
for the role of an agent; in essence they arranged the payment of officers and men,
organized the provision of clothing, acted as a go between for the buying and
selling of officers- commissions and acted upon any special requests from the
regimental adjutant. This ranged from the shipment of personal effects to the
requisition of weapons or supplies. Cox had taken on the most prestigious infantry
regiment, and the 63rd Regiment and the Royal Artillery soon followed suit. The
company was thriving by the time of the outbreak of war with France in
1793employing some 35 clerks. In 1795 they served 14 regiments of cavalry,
64infantry regiments and 17 militia regiments, becoming the largest military
agent for the army. Richard Cox died in August 1803, leaving his grandson
Richard Henry Cox firmly established, with Mr. Greenwood as controlling
partner. Cox's longevity as a military agent had made the army dependent on his
services for the smooth-running and organization of a busy and stretched military
serving all around the globe. Cox lived in a time when Britain was radically
changing. Rigid social structures were breaking down and enterprising people
could make themselves exceptionally wealthy. He was the epitome of those
driving the London economy, generously investing in a multitude of people, ideas
and commerce.

The 19th century and onwards: -

Cox & Co grew through the 18th and 19th centuries. Timely alliances with the
great banking families such as the Hammersley’s and Greenwoods secured an
established position in London, and by the end of the 19th century most
Regiments used Cox & Co as their agents. As the empire grew, Cox & Co met
the demand for officers to be looked after. The company set up five branches in
India between 1905 and 1911, supplementing those in Alexandria and Egypt
(1919 and 1920) and Rangoon (1921). When the Great War began Cox & Co
employed some 180 staff, of which one third joined the army. During the Great
War some 250,000 men were on their books, 50,000 cheques were cleared a day
and a special department was set up to deal with the influx of American soldiers
in 1917.
By the end of the war some4,500 worked for the firm. In October 1922, Cox &
Co bought Henry S. King Bank, who were had a large network in India. They
also moved into new offices in Pall Mall. In 1923, Cox & Co were still suffering
from the downturn in business caused by the surrender of the Germans in 1918.
They were forced to sell to Lloyds Bank. The USA office was opened in June,
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1988 in New York, NY. In June, 1998 the USA office was moved to Tampa, FL.
In August, 2009, Cox & Kings USA came under the umbrella brand of East India
Travel Company, Inc., which is a subsidiary of Cox &Kings, Ltd., the global
parent company. In October, 2010, Cox & Kings USA has been rebranded Cox
& Kings, The Americas, and is responsible for all sales for clients in North and
South America. Cox & Kings, The Americas is headed by Centre Head and COO
Thomas Stanley. Cox & Kings, The Americas is relocating from Tampa Florida
to Los Angeles, California in May, 2011.Cox & Kings purchased Tempo
Holidays, a Melbourne based wholesale travel company in July 2008, for an
undisclosed sum but rumoured to be in the vicinity of USD$25 million.

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 COMPANY PROFILE

Cox & Kings is the longest established travel company in the world. Its
distinguished history began in 1758 when it was appointed as general agents to
the regiment of Foot Guards in India under the command of Lord Ligonier. By
1878, C&K were agents for most British regiments posted overseas, including the
Royal Cavalry, Artillery and Infantry, as well as the Royal Wagon Train and the
Household Brigade. The Royal Navy was next and in 1912, The Royal Air Force
came under its wings. Between 1750's and 1950's, Cox & Kings was witness to
an exciting era in Indian history, and, in its own way, helped to shape it. In 1947,
the British administration departed, but bound by strong ties to India, Cox &
Kings stayed on and flourished. Today, Cox & Kings is a premium brand in all
travel related services in the Indian subcontinent, employing over 800 trained
professionals.
Its India operations are headquartered in Mumbai and have the status of a limited
company. It has over 12 fully owned offices in India across key cities such as
New Delhi, Chennai, Bangalore, Kolkata, Ahmedabad, Kochi, Hyderabad, Pune,
Goa, Nagpur and Jaipur. The worldwide offices are located in UK, USA, Japan,
Russia, Singapore and Dubai. It has associate offices in Germany, Italy, Spain,
South Africa, Sweden and Australia.

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 PRODUCT AND SERVICES

 The principal services offered by the company are:

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

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Destination Management
COX & KINGS is India's market leader in destination management, with
substantial competitive advantage in this business segment. Cox & Kings
operates a range of group and individual tours to destinations throughout the
Indian subcontinent for clients from all over the world. Cox & Kings overseas is
a renowned travel brand and an Indian subcontinent tour specialist and been
quoted as one of the top 5 premium tour operators by 'Conde' Nast Traveller'.
This division also provides specialist services to foreign participants visiting
India for international meetings, conferences, ad hoc incentives and exhibitions
and also caters for domestic conferences and corporate incentives. Ground related
services to international cruise companies touching Indian shore with a provision
of shore excursions are other leading activities of this division. A destination
management provides a ground service based on local knowledge of their given
destinations. These services can be transportation, hotel accommodation,
restaurants, activities, excursions, conference venues, themed events, gala
dinners and logistics, as well as helping with overcoming language barriers.
Destination management company (DMC) are able to provide preferential rates
based on the buying power they have with their preferred suppliers. A DMC is an
incoming tour operator catering for both corporate and leisure clients. DMCs
differ from tour operators in that DMCs do usually not deal directly with end-
clients, but trade through agents, which may be tour operators.

Outbound Tourism
Cox & Kings began a full-fledged in-house tour operating activity by designing
its own brochure product under exclusive arrangements with direct suppliers and
local agents across the globe. Cox &Kings has been undertaking path-breaking
initiatives to reach out to the travellers through innovative products. These
include:
'Duniya Dekho'
Holidays to Europe, USA, Far East, South Africa, Mauritius, Australia and New
Zealand. For the "value for money" traveller.
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Charges under the Duniya Dekho Scheme: -

Name of the tour Duration Charges (Per Person)

Sunny Beaches of 8 Days INR 66,160

Thailand
Bumper Far East 10 days INR 98,675
Super Deluxe Hong 7 days INR 1,04,990
Kong
Fun Filled Australia 11 Days INR 2,39,980
Fun Filled Australia 16 DAYS INR 3,52,380
with New Zealand
European Trails 9 Days INR 1,44,000
Europe On Budget 11 Days INR 1,72,000
Enchanting Europe 15 Days INR 2,38,000
Mysterious China 10 Days INR 1,01,845
Egypt Wonders 9 Days INR 1,14,452
Instant Mauritius 6 Days INR 54,750
Instant Almaty 5 Days INR 60,500
Instant Russia 7 Days INR 1,09,250

Business Travel
Cox & Kings are one of the market leaders in business travel services in India,
offering a full range of business travel services to over 200 corporate clients,
including major multinational companies. C&K's strength in this business area is
evident when one of the world's largest conglomerate in business travel - Radius
the First truly global travel management partnership/consortium with merger of
Travel Trust International and Woodside Travel Management Corporation in
1992 selected Cox & Kings as their Indian partner.

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C&K - Radius Overseas Travel Fulfilment Solutions through the Radius Brand
Leveraging the partnership with Radius, Cox and Kings can offer Travel
Fulfilment Services to Corporate Clients who are having offices overseas or
project teams working on site at their customer’s site, through its Radius
Shareholders in the respective overseas regions. All travel requirements will be
controlled through the off shore 24 x 7 Travel Centre based in Mumbai.

Incentive & conference solutions

Over 7000 incentives in the last 4 years make Cox and Kings the biggest player
in Incentives. The Incentive Solutions Division of Cox & Kings provides cost
effective travel incentive schemes for clients that recognize and reward
exceptional effort of its employees, customers, suppliers or dealers. A team of
handpicked industry specialists committed to handling every aspect of an
incentive /conference event are a part of this team. Ox & Kings is a ONE STOP
SHOP. They offer the following services all under one roof:-
Business Travel (Air tickets Domestic & International)
•Visas/Passport/Medical Insurance assistance
•Hotel bookings
•Car/Coach/Railway bookings
•Foreign Exchange
•Leisure Travel (Overseas holidays land & cruise bookings)
•Destination Management (Domestic holidays)

Domestic Holiday’s
India with its large domestic consumer offers Cox & Kings a unique opportunity
to launch its portfolio of 'domestic holidays' for people resident in India.
Launched in 2000,'Bharat Dekho (See India) is today’s Leading 'branded' product
in the country with a wide range of 'Indian Holidays' from cultural holidays,
pilgrim holidays, wildlife holidays, honeymoon tours, weekend getaways,
customized FIT Tours to nature trails, Bharat Dekho has captured over 50% of
the domestic market.
Some of the Tour’s offers under Bharat Dekho are:-

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 Name of the Tour Duration Charges (Per Person)
Kerala Tour 6 Days INR 36,260
Andaman Tour 6 Days INR 38,260
Bhutan Delight 6 Days INR 41,999
Sri Lanka Tour 6 Days INR 55,260
Biking Across Ladakh 7 Days INR 35,400
Everest Base Camp Trek 15 Days INR 66,000

Foreign Exchange
Cox & Kings has a full-fledged money changing division in Cox & Kings Offices
servicing the needs of the corporate traveller and the leisure travel clients. A
strong distributor of American Express Travellers' Cheques, Cox & Kings has
been awarded ‘Top Performer ‘for several years.

Travel Insurance
Policies for Leisure Domestic as well as International Travel and special
Corporate Deals on Insurance covering an array of specialized travel areas, some
of which are:
•Loss of baggage (checked)
•Bounced Hotel / Airline Bookings
•Missed connections
•Personal Accident
•Trip Cancellation due to hospitalisation, death or curfew.

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•Emergency Hospitalisation Death.

The Cox & King’s Advantage

•Best Brand for over 250 years and been operational non-stop since 1758.
•One Stop Travel Fulfilment Centre (Online as well as Offline Fulfilment) for all
Travel Related Services including a range of third party products
•Integrated Information Technology Platform to offer centralized reservation
systems for all business units
•Excellent Supplier Contracting Terms & Capabilities
•Strong online Presence
•Timely & Accurate MIS
•Knowledgeable Staff
•Support via BPO & Call Centres
•Innovative Products Design and Creative Marketing
•Global Shareholder of Radius

Cox & Kings today deploys highest information technology platform in the
Indian Travel Industry. It has developed totally integrated front, mid and back
office solutions. This has brought about huge cost savings for the organisation,
thus managing to offer 'quality' service to its customers at a great cost savings.

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 JOB DONE
 FOREX SERVICE
I worked in Forex processing services, where I understood the necessity of
travel documents and regulations and the significance of the different types
of travel documents and for what purpose they are required.
Under this department I also learnt how to fill up forex application forms
for various countries.

 DUNIYA DEKHO
The company design and market escorted tours to group travellers under
one of our flagship brand “Duniya Dekho”. These are ready made packages
where a group of travellers escorted by a tour manager. The customer
chooses a specific tour from the array of choices offered to suit his budgets
and preferences.
In this department that is where I learnt how to handle quires of clients
under the guidance of Mr. Santunu Sarkar. This was the most crucial part
of my entire training period.

 ITINERARY PREPARATION
This department was domestic that is, “Bharat Dekho” section. In this
section I was taught how itinerary are prepared, we worked on north east
destinations (Gangtok- Pelling- Darjeeling).

 TELE-MARKETING
Tele marketing is marketing conducted over the telephone. Most
telemarketing calls are “cold calls” meaning the recipient of the call has
not requested that the telemarketer contact them.
Telemarketing is one of the most controversial types of marketing.
I was given a list of more than hundred clients to make calls.

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  DATA
During my 2-month summer internship period, I have given some
output results to this company through convincing people and selling
them the tour packages. Those data are below:

GRAPH 1
TRAVEL MONTH
35

30

25

20

15

10

Domestic international

The above graph shows the confirmed booking of customers which was done in
the relative months. The data was collected on a real time basis and compared
with the statistics.
 International tour:

Customer member Tour type Departure destination

name date
Mr. Alam 4 Group 17th oct,18 Thailand
Mr. Agarwal 3 Group 15th nov, 18 Europe
Dr. 4 Customize 18th oct,18 Hongkong
Mukherjee
Debasis 2 Customize 12th jan, 19 Australia
Sarkar

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  Domestic tour:

Customer member Tour type Departure destination

name date
Sudip Tiwari 5 Group 13th dec,18 kerala
Anup Das 4 Customize 22nd nov,18 Andaman

This is the all data I have achieved during the internship. These customers have
booked their comfortable destination packages through me.

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 LEARNING’S

 Marketing is not one day process.it is whole day i.e. every day is new and
fresh but the past experience help in present and in future.

 The customer want service so the manufacturers should maintained in

otherwise they suffer huge loss in future.

 Customer always focuses on service or satisfaction level.

 Brand is more important.

 Market survey is must for service because by it we know the taste and
choice of customer which changed after certain time.

 Marketing Strategy
Online and Offline Medium is used for the marketing of Cox & Kings Products
and to create the brand awareness and reach out to the clients. National Level as
well as Regional MarketingCampaigns is adopted for creating the Cox & Kings
brand awareness.

 Offline Strategy
The offline marketing of cox & king’s include the following:-
1) Franchisee
2) Cox and King’s offices
3) GSA/PSA

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Franchisee
•A franchise is a business arrangement where the owner Cox & Kings (the
franchisor) of a business concept grants you (the franchisee) the licensed right to
own and operate a business based on the franchisor’s business concept, using its
trademark. The franchisor helps you (the franchisee) start your business,
providing training, assistance with, site development and ordering inventory,
advertising and marketing support.
•A travel franchise offers you the chance to be your own boss, while operating
under the security of an established brand.
•As a travel franchise you could see healthy profits like any established Travel
Company without spending years concentrating on building your own brand to
compete with the big boys in the industry.

Cox & King’s offices

The strategy that cox & king’s adopt is the marketing or selling or offering their
services through their branch offices which are located in almost major cities in
India.

GSA/PSA
A General Sales Agent (GSA) is as sales representative for a tourism industry in
a specific country or region. Typically, the GSA is responsible for selling all
products of the country in its region which includes everything. When a company
selects a GSA as its sales representative for a region, as opposed to opening its
own branch, it generally does so for economic reasons or because the GSA has
historical ties with travel and cargo agents which will be too time-consuming for
the company to build itself. Cox & King’s has Strong GSA/PSA network which
strengthen its marketing strategy.

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Online strategy
Cox & Kings today deploys highest information technology platform in the
Indian Travel Industry. It has developed totally integrated front, mid and back
office solutions. This has brought about huge cost savings for the organisation,
thus managing to offer 'quality' service to its customers at a great cost savings.
Imagine when customer book a ticket they first go on to a Central Reservation
System (CRS). Next, they have to log into another system for a hotel from 'X'
supplier, then into another system to compare the rates with 'Y' supplier. Finally
they have to physically capture all this information and print that data Not
anymore With the Cox & Kings advantage, life is a lot simpler. Now with their
online access system, customer can complete all your processes using just one
window - just one simple booking system. Cox & Kings will also ensure that the
most comprehensive IT Software is put into place so they have everything they
need. Cox & Kings has developed an online portal, which is a web enabled
dynamic system that includes holidays, sightseeing, cars, hotels, transfers,
insurance and other ancillary travel services. Most of the products and services
are available on a real time basis and is backed by a24x7 call centre. With the
company's online access system, one can complete all processes using just one
window, just one simple booking system.

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 CONCLUSION

This project attempts to study the customer satisfaction level with different
product and services of COX&KINGS. In this competitive world each company
want to take an edge over the other to become the market leaders. Successful
organisation can use customer needs and expectations as a starting point and
developing proposal around their customer’s needs expectations. One of the key
element of the successful marketing strategy is development of the product and
promotional stimuli that consumers will perceive as relevant to their needs. The
company should consider customer perception to improve their promotional
strategy of COX&KINGS. Since the customer is the king of the market today, the
company should analyse the needs and wants of the customers. Company should
know what the customers is actually looking forward for them. With the help of
the study the overall satisfaction level of the customer is identified.one of the
important finding is that there were few customers for the product general
insurance and Forex that provide by COX&KINGS. To promote these products
to a higher level the company should take promotional activities to attract the
customers. This includes advertisement campaigns, creating awareness about the
company etc.

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 BIBLIOGRAPHY

•www.coxandkings.co.in
•www.wikipedia.org
•www.financialexpress.com
•www.google.com
•www.thehindubusinessline.com
•www.tribuneindia.com
•www.icmrindia.org

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