TBO Academy summer internship report

BHARATI VIDYAPEETH
(Deemedto be University), Pune, India
Institute of Managementand Entrepreneurship
Development, Pune
“Study on promoting use of TBO Academy among Travel
Agents”
A Summer Training Project Report
Submitted in Partial Fulfilment of the Requirements for the
Award of degree of Master of Business Administration
2018-2020
Submitted by Guided by: -
Name of the Student: -Shivam Khandelwal Mr. Yogesh Gurav
Roll No.: 139
Division: A

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Certificate of Originality
This is to certify that the project report entitled “Study on promoting use of TBO Academy
among travel agents” Submitted to Bharati Vidyapeeth (Deemed to be University), Pune in
partial fulfilment of the requirement for the award of the degree of MBA General Class is an
original work carried out by Mr. Shivam Khandelwal under the guidance of Mrs. Vidhu
Lamba. The matter embodied in this project is a genuine work done by Mr. Shivam
Khandelwal to the best of my knowledge and belief and has not been submitted before neither
to this University nor to any other University for the fulfilment of the requirement of any course
of study.
Signature of the student Signature of the guide

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Certificate
This is to certify that the Project titled “Study on promoting use of TBO Academy among
travel agents” is an academic work done by “Shivam Khandelwal” submitted in the partial
fulfilment of the requirement for the award of the Degree of MBA from Bharati Vidyapeeth
(Deemed to be University), Pune. It has been completed under the guidance of Mr. Yogesh
Gurav and Mrs. Vidhu Lamba. We are thankful to Tek travels pvt ltd. for having allowed
our student to undergo project work training. The authenticity of the project work will be
examined by the viva examiner which includes data verification, checking duplicity of
information etc. and it may be rejected due to non-fulfilment of quality standards set by the
Institute.
Dr. Sachin S. Vernekar
Dean FMS, BVDU
DirectorIMED

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Acknowledgement
Apart from my efforts, the success of my project depends largely on the encouragement and
guideline of many others. I take this opportunity to express my gratitude to the people who
have been instrumental in the successful completion of this project.
I am gratefully indebted to our esteemed guide Mr. Yogesh Gurav for her sincere guidance
and priceless support which would have been impossible for us to complete this project.
I express my gratitude to the staff members of Bharati Vidyapeeth (Deemed to be University)
who directly or indirectly helped me. I would also like to express my sincere gratitude to all
my office colleagues in TBO Academy.
Finally, I thank Institute of Management and entrepreneurship Development (IMED) for
giving me this golden opportunity to do my summer internship in Tek travels pvt ltd.
Name and Signature of the Student

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Preface
In this era of fast changing world, mere class room teaching is not sufficient to attain maturity
and perfection for application of theory into practice. The dynamic economy, political and
technological environment in which we live continually place demand on us to change,
improve and learn more about jobs, superiors and subordinates. Two years of continuous
classroom teaching is sufficient for students to implement directly their knowledge in the
market. A practical approach is needed. The knowledge through project report is an essential
requirement for M.B.A
Students. The purpose of this project report is to study of Study on promoting use of TBO
Academy among travel agents.
I have tried my level best to do justice to the project. And I hope the study which was conducted
will help not only the organization but also me and the society too.
Name and Signature of the student

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Table of Content
Serial No. Particulars Page No.
1. Chapter 1 Introduction 6-32
About the Company 7
Profile of the company 8
History 10
Vision & mission of company 14
Problems faced by travel agency 17
Growth of Industry 18
Players in the market 20
Indian Outbound Tourism 22
Competitors of TBO Academy 26
CSR Policy 28
2. Chapter 2 ResearchMethodology 33-35
Objective of the study 34
Research Methodology and Design 34
Data Collection Sources 34
Type of Research 35
Limitation of the Study 35
3. Chapter 3 Conceptual Discussion 36-40
Review of Literature 38
4. Chapter 4 Data Analysis 41-51
Data analysis & interpretation 42
5 Chapter 5 My contribution to the body of knowledge 52
My Learning 53
6. Chapter 6 Findings, Conclusion and Suggestions 54-56
Findings 55
Observations 55
Suggestions 56
Conclusion 57
7 Appendix 58-59
Questionnaire 59
8 Bibliography 61-62

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Chapter -1
INTRODUCTION:
TBO Academy through its sources and collaborations as a wholesaler and B2B company it
provides a great deal to its end customer who is travel agents at affordable prices.
TBO academy don’t deal directly to customers as there end customer is travel agents and
have a large number of travel agencies under company.
TBO is a truly global, $1 billion company with presence in over 95+ countries across the
globe. The company is rapidly expanding and growing each passing year. With over travel
agents, 460000+ hotels and 800+ employees globally, the growth rate is exponentially
increasing.
TBO is a diverse community of passionate and smart employees. Work culture that promotes
excellence and fosters inventiveness. TBO invest in developing and supporting talent with an
environment of continuous learning, aiming to build their skills and bring out their true
potential.
Company provides a good package to travel agents which include everything hotels,
sightseeing, transfers etc. at affordable prices.
In world TBO has a large number of destinations for travel agents and good rating hotels
mainly 5 stars.
There are 3 TBO agents’ login or different id for Indian and non-Indian destinations booking.
 TBO HOLIDAYS (FOR OUTSIDE INDIA)
 TRAVEL BOUTIQUE ONLINE
 TBO ACADEMY

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About TBO Academy:
TBO Academy is a free online learning platform exclusively for travel & tourism industry
professionals around the world where they can gain expertise in destination information and
travel business insights.
TBO academy don’t deal directly to customers as there end customer is travel agents and
have a large number of travel agencies under company.
Why TBO Academy:
1. Free of cost
2. Flexible
3. Functional
4. Rewarding
Detailed Destination
Information
Learn to Grow
Your business
Attain Expertiseand
Get Certified
TestYour Knowledge
with Quizzes
Learn On The
New Courses Added
Every Month

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Sub Users:
Sub users are mainly graduate who are not from business background so TBO academy
started training program for all those and make them aware about different destinations they
should know better about product and can deal with customer professionally.
If you are dealing in same destination and suddenly any customer come for different location
so you become nervous and customer will shift to other travel agent.
So TBO academy provides free training with 30 days registration with TBO academy and
completion of every course of hotels destinations you will receive certificate also which
enhance working as it gives good image when customer arrives at your store.
Every person registered with TBO group can access the TBO Academy for free for lifetime
and can create their workforce capable of learning new courses and how to interact with
customers and sell the product.
As every employee is not work for single company for longer so with fear of that owner does
not give attention on this course but through sub user process an employer can anytime
remove access of employee as he leaves the company or join another.
ADMIN
SUB
USERS
SUB
USERS

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Profile of the organisation:
TBO Academy provides free courses to its agents to let them know about business and how
to expand business and interact with customers. It’s a part of Travel boutique online or TBO
holidays.
(Travel Boutique Online has emerged as India's Leading B2B Travel Portal since its
establishment in 2006. For over a decade now, we are enabling our partners to serve their
customers efficiently, with the right pricing and inventory.
TBO holidays is a B2A travel portal that allows travel agents to book over 700,000 hotels
worldwide in real time. Backed by cutting edge technology and superior customer support,
tboholidays.co m is your one stop shop for all holiday booking requirements).
With organising webinars & lots of activities TBO Academy try to engage or increase usage
of academy where all the agents and employees of the agents participate to get win and get
feature on TBO Academy site and social media.
There are lots of courses available for agents to learn and grow with TBO Academy.
Some of the following courses are:
Destination courses
•South africa
•Maldives
•New york
•London
Hotel courses
•Hotel maya
•VIE hotel
Business courses
•Telephone etiqutees
•Art of selling

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History:
A travel agency is a private retailer or public service that provides travel and tourism related
services to the public on behalf of suppliers such as activities, airlines, car rentals, cruise
lines, hotels, railways, travel insurance, and package tours. In addition to dealing with
ordinary tourists, most travel agencies have a separate department devoted to making travel
arrangements for business travellers; some travel agencies specialize in commercial and
business travel only. There are also travel agencies that serve as general sales agents for
foreign travel companies, allowing them to have offices in countries other than where their
headquarters are located.
The modern travel agency first appeared in the second half of the 19th century with its root in
1758 as establishment of Cox & Kings Ltd. In the year 1970, Cox & Kings the longest
established travel company centred its focus on its business of travel and tourism. Lately
Thomas Cook also established a chain of agencies in the last quarter of the 19th century, in
association with the Midland Railway. They not only sold their own tours to the public, but in
addition, represented other tour companies. Other British pioneer travel agencies were Dean
& Dawson, the Polytechnic Touring Association, and the Co-operative Wholesale Society.
The oldest travel agency in the United States is Brownell Travel; on 4 July 1887, Walter T.
Brownell led ten travellers on a European tour, setting sail from New York on the SS
Devona.
Travel agencies became more commonplace with the development of commercial aviation,
starting in the 1920s. Originally, travel agencies largely catered to middle and upper class
customers, but the post-war boom in mass-market package holidays resulted in the
proliferation of travel agencies on the main streets of most British towns, catering to a
working class clientele looking for a convenient way to book overseas beach holidays.
With general public access to the Internet since the mid-1990s, many airlines and other travel
companies began to sell directly to passengers. As a consequence, airlines no longer needed
to pay the commissions to travel agents on each ticket sold. Since 1997, travel agencies have
gradually been dis-intermediated, by the reduction in costs caused by removing layers from
the package holiday distribution network. However, travel agents remain dominant in some
areas such as cruise vacations where they represent 77% of bookings and 73% of packaged
travel.

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In response, travel agencies have developed an internet presence of their own by creating
travel websites, with detailed information and online booking capabilities. Travel agencies
also use the services of the major computer reservations systems companies, also known as
Global Distribution Systems (GDS), including: Amadeus CRS, Galileo CRS, SABRE, and
World span, which is a subsidiary of Travelport, allowing them to book and sell airline
tickets, car rentals, hotels, and other travel related services. Some online travel websites allow
visitors to compare hotel and flight rates with multiple companies for free; they often allow
visitors to sort the travel packages by amenities, price, and proximity to a city or landmark.
All travel sites that sell hotels online work together with GDS, suppliers, and hotels directly
to search for room inventory. Once the travel site sells a hotel room, the site will try to get a
confirmation for this hotel. Once confirmed or not, the customer is contacted with the result.
This means that booking a hotel on a travel website will not necessarily result in an instant
confirmation. Only some hotels on a travel website can be confirmed instantly. As different
travel websites work with different suppliers, each site has different hotels that it can confirm
instantly.
The comparison sites, such as Kayak.com and TripAdvisor, search the reseller sites all at
once to save time searching. None of these sites actually sells hotel rooms. Often tour
operators have hotel contracts, [clarification needed] allotments, [clarification needed] and
free sell agreements [clarification needed] which allow for the immediate confirmation of
hotel rooms for vacation bookings.
Portals serve as a consolidator of various airlines and hotels on the internet. They work on a
commission from these hotels and airlines. Often, they provide cheaper rates than the
mainline service providers, as these sites get bulk deals from the service providers. A meta
search engine, on the other hand, simply scrapes data from the internet on real time rates for
various search queries and diverts traffic to the mainline service providers for an online
booking. These websites usually do not have their own booking engine.
Operations:
A travel agency's main function is to act as an agent, selling travel products and services on
behalf of a supplier. Consequently, unlike other retail businesses, they do not keep a stock in
hand, unless they have pre-booked hotel rooms and/or cabins on a cruise ship for a group
travel event such as a wedding, honeymoon, or a group event. A package holiday or a ticket

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is not purchased from a supplier unless a customer requests that purchase. The holiday or
ticket is supplied to the agency at a discount. The profit is therefore the difference between
the advertised price which the customer pays and the discounted price at which it is supplied
to the agent. This is known as the commission. In many countries, all individuals or
companies that sell tickets are required to be licensed as a travel agent.
In some countries, airlines have stopped giving commissions to travel agencies. Therefore,
travel agencies are now forced to charge a percentage premium or a standard flat fee, per sale.
However, some companies pay travel agencies a set percentage for selling their product.
Major tour companies can afford to do this, because if they were to sell a thousand trips at a
cheaper rate, they would still come out better than if they sold a hundred trips at a higher rate.
This process benefits both parties. It is also cheaper to offer commissions to travel agents
rather than engage in advertising and distribution campaigns without using agents.
Other commercial operations are undertaken, especially by the larger chains. These can
include the sale of in-house insurance, travel guide books, and public transport timetables, car
rentals, and the services of an on-site bureau de change, dealing in the most popular holiday
currencies.
A travel agent is supposed to offer impartial travel advice to the customer, as well as
coordinating travel details and assisting the customer in booking travel. However, this
function almost disappeared with the mass market package holiday, and some agency chains
seemed to develop a "holiday supermarket" concept, in which customers choose their holiday
from brochures on racks and then book it from a counter.
Vision:
 Develop meaningful and effective strategies for engaging with all stakeholders.
 Consult with local communities to identify effective & culturally appropriate
development goals.
 Partner with credible organizations like trusts, foundations etc. including non-
government organisations.
 Check and prevent pollution; recycle, manage and reduce waste, manage natural
resources in a sustainable manner.
 Ensure efficient use of the energy and environment-friendly technologies.

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Mission:
Our focus is always on providing superior pricing for both domestic and international
holidays.
In India, TBO is proud to have more hotel suppliers integrated than any other platform,
meaning we are able to offer the widest range of outbound hotels in the sub-continent.
To optimize our services and ensure we consistently provide the best rates to our partners, we
have recently restructured our hotels and packages department.
I am personally involved on a day-to-day basis in making sure that TBO becomes a leader in
the holidays and packages vertical.
I urge you to spend some time getting to know our online hotel product, which is powerful in
both inventory and pricing.
Another key area which we continue to focus on is our white label, API and travel app
development solutions. Using cutting edge technology, and highly trained engineers, we are
able to develop B2C and B2B engines and travel mobile apps for travel companies of all
sizes.
A new Announcements and Notifications page is now available on the portal, allowing you to
view all new updates at the click of a button. We realise the top end technology we offer must
go hand in hand with the best support.

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Objectives:
1. Provide a high standard of services suitable for individuals seeking relaxing, comfortable
and memorable experiences in the hospitality and tourism industry.
2. Provide the tourist market with the quality personal required by the tourism industry.
3. Produce expeditions and memories that would satisfy each and every single of the
customers.
4. Evaluate current cultural, economic, and social issues affecting the tourism and travel
industry.
5. Participate in both local and regional community service by providing general lectures,
consultation, and training programs.
6. Provide knowledge through online courses to increase knowledge of business.
7. Free knowledge and certification to our travel partners to make trust among their
customers.
8. Free courses offered with up to date information’s for our travel partners and agents to
gain expertise in field of travel.
9. Through business courses make them capable of dealing with customers and let them
know techniques of dealing with customers through mails, letters, and communications.
10. To increase usage of academy by coming years and adding courses of destination which
are most sell in country by agents.
11. Encourage innovation, research, and quality information exchange within the Tourism
community and among stakeholders in tourism and allied industries.
Functions:
1. Travel information:
A retail travel agency provides necessary travel information to the general public. The
intending tourists come to the office of the travel agent and seek information regarding their
proposed visit. The travel agent should be a very knowledgeable man and should supply up to
date and concrete information relating to travel.

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He must have great communication skill and he should be thorough in the art of catching the
potential customers. The knowledge of foreign language is a desirable qualification for those
working in a travel agency.
2. Preparation of Itineraries:
A tourist journey involves preparation of different types of itineraries. There are different
means of transport with their respective advantages and disadvantages. A travel agent advises
the potential tourist to choose the most convenient course.
3. Liaison with Providers of Service:
A travel agent should maintain constant contact with the providers of various services like the
transport companies, hotel managers and providers of surface transport like motor cars from
airport to hotel and for sightseeing etc.
The contracts and arrangements having been entered into, there comes the task of planning
and costing tours, both for inclusive programmes and to meet individual requirements. This
job is intensely interesting and at the same time challenging. This job calls for a great deal of
initiative and drive. The job calls for travel to those places which are to be included in the
itineraries.
This is essentially a job for a meticulously minded person and calls for considerable training
and ability. Many agencies with the cooperation of airlines and other transportation
companies take the opportunity of arranging educational tours for such staff to countries with
which they deal. Many agencies have people who are authorities on particular countries and,
in addition to a general programme, many will issue separate programmes dealing with
territories.
Publicity is an important part of the programme. Having spent considerable time and money
on preparing all that goes into the issue of a programme, publicity must feature considerably
in the activities of a travel agency and more so if the agency happens to be a large one.
The majority of large travel agencies have their own publicity departments under the
management of a publicity expert.

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4. Ticketing:
Selling tickets to tourists for different modes of transport like air, rail and sea is a very
important function of a travel agent. Ticketing is not an easy job as the range of international
air fares is very complex.
Computerised Reservation System (CRS) has revolutionised the reservation system both for
air and train tickets and also a room in a hotel.
5. Provision of Foreign Currencies:
Provision of foreign currency to an intending foreign tourist is an important function of a
travel agent. The Government of India allows an Indian traveller going abroad 10,000 US $.
The travel agent will arrange for the purchase of foreign exchange on behalf of his intending
travellers. This facility will save a lot of time and harassment for the intending tourists.
6. Insurance:
The idea of buying a package of travel, accommodation and perhaps some ancillary services
such as entertainment became established in Western Europe in the 1960s. By 1970, tour
operation had become a full-fledged part of tourism. Its growth was spectacular.
It succeeded in reducing the real price of travel abroad, in doing this; it brought holidays
abroad to a segment of the market not reached by conventional methods of taking a holiday.
Today in most countries which are generators of tourism, tour operation is the dominating
feature of the holiday market.
An inclusive tour is a package of transport and accommodation and perhaps some other
services which are sold as a single holiday for a single all-inclusive price. The popular term,
‘package holiday’ describes the nature of a tour more accurately than the term ‘inclusive
tour’.
The original demand for inclusive arrangements came from the convenience of buying a
single travel product.

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Problems faced by travel agency:
Challenges:
 Biggest challenge for offline agencies is how to compete and deal with the online
agencies
 Entry of OTAs into the offline space – Global OTAs are expanding their network of
high street offices, directly affecting traditional SMB travel agencies.
 Resistance to move away from manual and outdated processes which leads to errors,
high operating costs, slow turnaround times and customer dissatisfaction.
 Huge documentation which can create information loss
 Difficulty in dealing with today’s tech savvy and demanding customers, inability to
provide exceptional service and maintaining relationships which leads to reduction in
getting referral business
 Limited market reaches due to lack of a multichannel marketing strategy and brand
awareness Lack of transparency and speed in services
 Access to product and pricing information not readily available to clients.
 Customers book through online due to discounts shown on online sites and their
customer service.
So, in order to remain relevant in the changing travel landscape, they need
to continue to provide world-class services (online and offline) by:
 Clearly understanding of customer needs, including their need for quick access to
relevant information and the ease and convenience of booking online
 Providing specialized knowledge regarding destinations with available solutions
 Providing fast turnaround by switching to online reservation systems for managing
mid-office and back-office functions
 Using strong online distribution systems (b2c, b2b and b2b2c)
 Creating strategic and tactical travel plans that efficiently and cost-effectively align
and prioritize those solutions to best address the customer’s needs.

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Growth of Industry:
The competition is rough and plentiful – and new travel agencies are popping up as you’re
reading this. Every one of those agencies is fighting for their piece of the cake, every one of
those agencies would like to be selling more than they currently are.
Unfortunately, many of them lose focus while fighting for their fair share of customers, and
instead of winning new travellers over to their agency, they forget who they are doing it for.
Some of the following ways to increase sale of industry for growth:
1. Highlight the benefits of your product/service:
Instead of trying to compete with your competitors, focus on pointing out the unique benefits
of your service. Ask your existing, satisfied customers for a review, highlighting all the
positive aspects of the experience they’ve had with your agency.
Most satisfied customers won’t hesitate to give a testimonial – some might even be glad to.
Post it proudly on your company’s website and watch as you attract new potential clients.
2. Engage with customers on social media:
Travelers of all age groups are using social media networks, where they talk about travel
products, share experiences, or express their preferences.
Use images, videos, questions or statuses to spark conversation and motivate potential clients
to follow you. Listening to their comments and receiving feedback helps you create better-
tailored trips and packages.
3. Upsell products – provide an experience:
Suggesting additional products on top of a standard package is the most straightforward method
of increasing your revenue per customer. For example, if your customer is going on a city
tour of Madrid, offer lunch and dinner options to go along with it.
On the other hand, an observatory tour operator who offers private telescope viewing sessions
might offer a glass of wine and tapas prior to the viewing to make the experience more
romantic for a couple who booked it.
Explore and test to find out what your customers want, and use travel agency software to easily
track and manage special offers and complementary products.

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4. Package travel components into unique travel products:
Combine different products into a unique travel experience. Create a package and try to offer
a better price by selling hotel, flight, and an activity together. This way, your customers get a
fuller travel experience, and you have the opportunity to sell more services and travel items
than if you were selling them individually.
But with many incoming inquiries, the process of creating a package has to be quick and
simple. With the help of a tour operator software, creating a tour or a package is completed in
just a few steps.
5. Find a travel niche market:
One way to be a successful travel company is to establish your business in a niche market.
The travel niche doesn’t need to be complicated or rare – but the more unique it is, the better.
Niche travel means you are selling something that no one else sells, and that your product is
different in some way.
That can mean you’re specializing in a certain demographic area, like organizing trips for
senior French couples, a type of travel – like hiking through the mountains off the beaten path
or doing trips only for one particular destination. This type of segmentation is rising in
popularity as the competition rises significantly, too.
6. Try online booking software:
The Internet has changed every aspect of modern life, and it has also affected how travellers
book trips and how agencies can sell packages. You can offer your visitors the option
of booking products online through the web page.
That way, you don’t have to worry about whether or not your employees are sitting at their
desks. Via an online booking system, your customers can book 24/7 because the system
receives and processes the reservations automatically. Providing your customers with a
completely easy and safe way for both book travel arrangements online is a great policy for
growing your revenue.

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Players in the industry:
The way Indians used to travel has changed drastically over the years. Not only has travel
become more economical, but the travel industry has become more organized than it was ever
before. Integration of technology with travel services, too, has been a new addition. You can
simply log on to the websites of popular travel companies and instantly book tickets for
flights, trains, cruises or buses, apart from select a lucrative holiday package or corporate trip.
In the past decade the competition among travel companies has intensified further, and
choosing the best one can be difficult task. So, here’s a list of the top 10 Travel Companies in
India.
Some of the following online travel agencies:
1. Make my trip:
Make My Trip, one of the most recently established travel portals, has overtaken all other
players in the travel industry in less than a span of 10 years. Started in 2000, the mission of
the company was to empower the Indian traveller allowing him to instantly book flight
tickets. Today, it has expanded its services into holiday packages, rental cars, bus tickets and
much more. One out of every 12 domestic airline tickets from India was booked through this
portal in 2009.
2. Yatra:
Yatra.com is one of India’s leading travel portals, based and headquartered in Gurgaon. In
order to make travel much easier for Indians, it provides detailed information on the pricing
and availability of flights and hotels. Also, one can easily book buses, rental cars or holiday
packages. Surprisingly, an average 20,000 domestic flights bookings are being done every
day on Yatra.com alone.
3. Cleartrip:
With an easy to use travel portal, Cleartrip is one place that believes in offering quality
services without publicizing with unnecessary banners or pompous glitz. You can book flight
tickets, hotels, train tickets, and much more. Cleartrip has a strong network of travel
associates, and keeps updating more and more hotels and airlines to their search.

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4. Thomas cook:
Thomas Cook first launched its services in India in 1881 and is still running its operations in
the country. Besides having a visible online presence, Thomas Cook has offices in 78 cities
throughout the country. Thomas Cook gives travellers in India the benefit of foreign
exchange and travel insurance facilities apart from the usual leisure tours, corporate tours and
family holidays.
5. SOTC:
Initially started as an independent venture in 1996, SOTC was acquired by Kuoni Travels, a
world leading Travel Company that specializes in all kinds of tours. Today, SOTC has
evolved to become one of Indian’s leading outbound travel service provider that offers all
kinds of international, domestic and theme tour packages.
6. COX & KINGS:
Cox and Kings is the oldest ever travel company in the world. With more than 250 years in
service, it still holds a strong grip over the travel industry. In India, they offer one of the most
fascinating tour packages ever. From popular tour packages for the family, including,
wildlife, pilgrim, romance and cruise, they also offer international group tour and individual
travel services.
7. Ezeego 1:
Specially tailored to suit the needs of for the Indian traveller, Ezeego 1 is an online travel
portal that also features an entirely Hindi version for ease of use. One can book air tickets,
train tickets, buses, hotels, cabs or even call for customized trips using the services of
Ezeego. They have also introduced a new scheme for agents called ‘Home based Agents’
under which agents who sell tickets on behalf of Ezeego 1 earn a special commission.
8. Top Travels:
The concept of Top Travels was initiated way back in 1985, and since then the company has
earned itself a special and trusted place in the Indian travel scene. Widely known for
organizing custom trips, Top Travels also specializes in inbound tour services. Besides flights
and hotels, they let you book luxury trains and cruises. And, whether you are planning a
leisure trip or a corporate trip, they have specialized departments to deal with both.

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Indian Outbound Tourism:
 India is one of the fastest growing outbound markets in the world and outbound
tourist departures are expected to reach 20.5 million by 2015.
 The U.S. Department of Commerce project that Indians arriving in the United States
will grow 72% between 2010 and 2014 from 615,000 to 1,058,000 visitors.
 This dramatic rise in the number of Indians traveling abroad is being driven by rising
disposable incomes, more affordable holiday options and the growth of low-cost
carriers.
 Online Bookings: The online travel industry is a USD 800-million industry in India,
that is, about 14% of the entire travel industry. Some of the prominent players in the
Indian market: MakeMyTrip.com; Yatra.com and Cleartrip.com.
 India ‘s outbound travel trends: 65% business; 35% leisure/ VFR/ immigrants.
 Major outbound destinations for Indian travellers are: South East Asia/Asia Pacific,
Europe, U.S.A. and the Middle East. Relatively off beat locations such as Costa Rica,
Tahiti, Rio de Janeiro, Turkey, Seychelles, Tashkent, Fiji, are steadily gaining
popularity.
 Cruise and theme parks, apart from unique culinary experiences and wine/scotch trails
are becoming extremely popular as well.
 A significant increase in FIT travel has taken place over the last decade. The long
weekend travel concept is becoming more common, which has increased travellers to
take more short-haul destinations for two to three nights.
 Interesting fact - Indian travellers going to London spend more than even Japanese
travellers do!
Travel Statistics and Trend Watch:
 During the post-recession period, the percentage of savings has increased as Indians
prefer to save money for a rainy day and indulge in cautious spending.
 Honeymooners have their holidays paid by parents as part of their wedding gift and
therefore tend to spend extravagantly when traveling.
 A strong, consumption-driven economy, a large and increasingly affluent middle
class, and the on-going liberalization of air transportation will contribute to a 10%
annual growth in Indian outbound travellers to Asia Pacific over the next three years.

23
 The top five destinations by percentage growth will be Macau, Papua New Guinea,
China, Cambodia and Malaysia.
 For volume growth, the top five destinations will be Singapore, China, Malaysia,
Hong Kong and the United States.
 Indians are among the highest spenders in key destinations around the region such as
London, Singapore, Australia, Tokyo and Hong Kong.
 Business travel dominates outbound travel and is expected to continue consistently.
 Leisure travellers are increasingly more sophisticated and demanding.
 Mumbai remains the leading source of India ‘s outbound travellers with a market
share of nearly 33%, followed by New Delhi at 26%.
 Nepal, Singapore and Thailand are the most popular destinations for online bookings.
 72% of Indians choose travel to Asia for leisure purposes while Europe attracts 18%
of Indian travellers for business and 14% for leisure.
 Nature and environment (62%), culture and art (53%), safety (50%) and hygiene
(48%) are the most important considerations when selecting a travel destination, apart
from visa procedures and flight connections.
 12% of Indians make their bookings through online travel agents and a majority goes
through regular travel agents or tour operators. 1/5th of travellers would also book
directly through friends/relatives at the destination country.
Top aspired destinations for Indians
 U.S.A.
 New Zealand
 UK (London/ Scotland)
 Italy
 Spain
 France
 Switzerland
 Australia
 South Africa
 Dubai
 Thailand

24
People are traveling more, often for longer periods of time, with extended families, friends,
and children. They want their time away to be cost-effective, with their money going towards
both value-added and exclusive experiences.
In any economic slowdown, tourism is the first sector to get affected. But Indian outbound
tourism proved to be an exception. Even when there is an economic slowdown in India its
number of outbound tourists is rising year-over- year. In percentage terms, India is the fastest
growing outbound market in the world; in terms of numbers it's second fastest after China.
India outbound tourists' number is forecasted to be less than 50 Million by 2020. On the other
hand, India outbound tourist spending has crossed INR 40 billion by 2019.
India Outbound Tourists Visits Analysis: Thailand is the leader as it accounts for nearly 25%
of Indian outbound tourists in 2017. Singapore follows Thailand as over 20% tourists visited
Singapore from India in 2017. Malaysia, the United States and China were at the third, fourth
and fifth place respectively. Other countries such as Hong Kong, Switzerland, United
Kingdom, Australia and Canada are contributing significantly and are looking forward to
gain a share of India's outbound tourist share. Sri Lanka, Nepal and Japan are among the top
emerging market for India outbound tourism.
Indian Outbound Tourism Spending Analysis: The United States is ahead of its rivals by
controlling more than 30% of Indian outbound tourists spending. United States has a
spending share of nearly five times more than its closest rival Australia. Singapore, Malaysia
and United Kingdom are holding the third, fourth and fifth spot respectively.
Taking note of the booming Indian outbound tourism, many countries — including Ireland,
Spain, South Korea, U.A.E., Indonesia, Macau and Poland — have recently opened tourist
offices in India. In order to service the growing demand in outbound business, travel agents
in India are hiring new talent and upgrading existing skills and knowledge to incorporate
outbound tourism as part of their total product and service offering. They are either setting up
small departments within the existing structure or expanding aggressively to promote new
verticals or companies focused only on outbound tourism. The major hurdle for the Indian
outbound tourism is the lack of industry body for outbound tourism in India.
Southeast Asian countries such as Thailand, Singapore, Malaysia and others remained the
leading outbound destinations among Indian consumers. These tourist spots were promoted
aggressively by online travel agents such as MakeMyTrip (MakeMyTrip India Pvt Ltd),
Expedia (Expedia India (P) Ltd), Cleartrip.com (Cleartrip Travel Services Pte Ltd) and other

25
via social media websites such as Facebook. This trend was strongly linked to the low prices
offered by these travel agents; packages costing Rs25,000-30,000 made outbound trips more
affordable to more Indian consumers, many of whom had never previously been able to
afford to travel outside the country due to budget constraints.
The Indian economy has posted an average growth rate of more than 7% in the decade since
1994. The Economic Intelligence Unit expects GDP to rise to 20% in the year 2019.
The outbound market continues to grow with an increase in the number of NTOs entering the
market. With demand for better connectivity and more flights, most international airlines
have doubled their frequencies from India and are seeking to increase destinations to operate
from within India. It is one of the fastest growing outbound markets in the world and tourist
departures are expected to reach 48.5 million by 2018. LHW is in the plans of opening an
office in Bangalore that would cater to our customers in South India and allow us to reach out
to more secondary cities across the country.
India is home to some of the world ‘s richest people. The Indian luxury market is estimated to
reach USD 60 billion by 2019 and by 2025 India is set to become the world ‘s fifth largest
consumer market.

26
Competitors of TBO Academy:
Following are the competitors & are:
1. Travel Gyaan
2. Trek soft
3. Online travel training.
Travel Gyaan:
TrevelGyaan is India's first Online Travel Training website specializing in eLearning course
creation and Webinars. The website provides FREE product and destination training to the
travel trade with an aim to impart knowledge and create specialists. These trainings enable
you, the travel agent, to engage and gather information from top travel industry experts.
Increase your travel knowledge and sales confidence whilst winning competitions and FAM
trips worth thousands of rupees!
 Specialist or working only on training program
 Giving rewards to their customers to attract more customers
 Destinations training free of cost
 Blogs, Facebook comments on main page or sites
 Experts of industries are providing them knowledge
 Easy registration
 Certificates and FAM trips.
Trekk soft:
TrekkSoft was founded in 2010 to provide a booking solution for the tour and activities
market. It quickly grew to be the largest provider of booking and channel management
software to tour and activity providers in Europe.
Today, TrekkSoft provides state-of-the-art online booking and payment software to tour &
activity operators in over 130 countries around the world.
 Providing free E-books to its members or you can easily download them from site
 Without login to their page lot of information can be see
 Provide trekkpay for travel industry to do or allow transaction of money or refund of
money
 Chart system in trekksoft which shows sales report number of customers profit and all

27
 Large number of webinars event on various topics and their details on site
 Best part – chat button for instant reply or any queries.
 Important tools like dashboard, booking, product, promotions etc.
 Lots of courses- marketing course, business management etc
Online travel training:
Online Travel Training was the brainchild of Julia Feuell the founder of, New Frontiers, a
travel recruitment company. OTT emerged from numerous requests from her travel
recruitment clients wanting her to list their training on her recruitment site due to the high
volume of travel agents visiting and accessing the training. OTT was created as the world’s
first online training platform for the travel industry, now with the largest registered
community of travel professionals of any e-learning platform with over 125,000 members
globally.
OTT’s expansion has continued and OTT maintains its competitive position through world-
class technology, service and support. Meeting the ever-increasing demands of the travel
industry by continuing to broaden our network to be a truly global e-learning solution for
travel organisations worldwide with members registered in over 192 countries.
OTT’s membership and the number of courses passes continue to grow, with over 1,500 new
registrations per month, and over 6,000 course passes per month, more than any other
provider.
Large number of webinars event on various topics and their details on site
Best part – chat button for instant reply or any queries.
Important tools like dashboard, booking, product, promotions etc.
Lots of courses- marketing course, business management etc

28
CSR Policy:
1. CORPORATESOCIALRESPONSIBILITY (CSR)PHILOSOPHY
Social and environmental responsibility has always been at the forefront of Tek Travels
Private Limited' Operating philosophy and as a result of the Company consistently
contributes to socially responsible activities. Corporate Social Responsibility (CSR) at Tek
Travels Private Limited portrays the deep symbiotic relationship that the company enjoy with
communities it is engaged with. As a responsible corporate citizen, we try to contribute to
social and environmental causes on a regular basis. We believe that to succeed, an
organisation must maintain the highest standards of corporate behaviour towards its
employees, consumers and societies in which it operates. We are of the opinion that CSR
underlines the objective of bringing about a difference and adding value in our stakeholders'
lives.
TBO Corporate Social Responsibility Policy is rooted in the Company's core values of
quality, reliability and trust guided by international standards and best practices, and driven
by our aspiration for excellence in the overall performance of our business.
2. CSR VISION
1. Develop meaningful and effective strategies for engaging with all stakeholders.
2. Consult with local communities to identify effective & culturally appropriate
development goals.
3. Partner with credible organizations like trusts, foundations etc. including non-government
organisations.
4. Check and prevent pollution; recycle, manage and reduce waste, manage natural
resources in a sustainable manner.
5. Ensure efficient use of the energy and environment-friendly technologies.
3. CONSTITUTIONOF CORPORATESOCIALRESPONSIBILITY
COMMITTEE
Keeping in line with section 135 of the Companies Act, 2013 (hereinafter referred to as 'the
Act'), the Board of Directors of the Company shall form a Corporate Social Responsibility
Committee (hereinafter referred to as the 'CSR Committee') headed by Mr Ankush Nijhawan
Director, to inter alia, carry out the following functions: to formulate and recommend to the

29
Board, a Corporate Social Responsibility Policy indicating activities to be undertaken as
specified the prescribed Schedule;
to recommend the amount of expenditure to be incurred on the activities referred to in clause
(a);
to monitor the Corporate Social Responsibility Policy from time to time.
4. CSR PROJECTS, PROGRAMS AND ACTIVITIES
In accordance with the primary CSR philosophy of the group and the specified activities
under the Companies Act, 2013 read with Companies (Corporate Social Responsibility
Policy) Rules, 2014, and any amendment(s) thereof, the CSR activities of the Company will
have the following thrust areas:
Entries in Schedule
VII to the
Companies Act,
2013
Projects or Programs
undertaken/ to be
undertaken by the
Company
Modalities of
Execution
Implementation
Schedule
(i) eradicating hunger,
poverty and
malnutrition,
promoting healthcare
including preventive
healthcare and
sanitation and making
available safe drinking
water
To search for various project
/ organisation working for
the promotion of health care
and work with them by way
of work assignment or
donations as per the
guidelines under the
Companies Act 2013
Committee
shall finalize in
due course and
recommend to
the Board
anytime in FY 2016-
17 or thereafter
subject to selection of
the project by the
committee

30
(ii) promoting
education including
special education and
employment
enhancing vocation
skills especially
among children,
women, elderly, and
the differently abled
and livelihood
enhancement projects
the promotion of education
and work with them by way
of work assignment or
donations as per the
Companies Act 2013
Committee
shall finalize in
due course and
recommend to
the Board
anytime in FY 2016-
17 or thereafter
the project by the
committee
(iii) promoting gender
equality, empowering
women, setting up
homes and hostels for
women and orphans;
setting up old age
homes, day care
centres and such other
facilities for senior
citizens and measures
for reducing
inequalities faced by
socially and
economically
backward groups
the empowering women,
helping orphans and senior
citizens and work with them
by way of work assignment
or donations as per the
Companies Act 2013
Committee
shall finalize in
due course and
recommend to
the Board
anytime in FY 2016-
17 or thereafter
the project by the
committee

31
5. PURPOSEOF CSR ACTIVITIES OF TEK TRAVELS PRIVATE
LIMITED
While we will endeavour to achieve our larger objective of community empowerment, our
primary focus will be Promotion of Education, health care, empowering women, helping
orphans and senior citizens and technology incubators.
6. FUNDS
At least 2% (two per cent) in every financial year, of the average net profits of the company
made during the three immediately preceding financial years, shall form the Funds available
for implementation of CSR projects.
7. SURPLUS OF CSR PROJECTS
The surplus, if any arising out of CSR projects or programmes or activities shall not form a
part of the business profit of the Company and will be ploughed back into the CSR activities.
8. CAPACITY BUILDING
The Company may build CSR capacities of its own personnel by training its staff to think
strategically about how and where the money is being spent, as well as how to effectively
manage other organizations through which or in collaboration with which the Company
undertakes/ or may undertake CSR activities. CSR expenditure like salaries of personnel who
are engaged in CSR activities, can be spent on capacity building for the CSR team in the
Company who have been especially entrusted the assignment to execute CSR projects and
expenses incurred on their training etc.
However amount spent on this cannot make up more than 5% of the overall CSR spend for
the year and the organization providing the capacity-building training where engaged, must
have a track record of more than three years in implementing such training.
9. CSR THROUGH REGISTERED TRUST, SOCIETY, OTHERWISE
The Board of Directors of the Company may decide to undertake CSR activities approved by
the CSR Committee, through a registered trust or a registered society or a company
established by the Company or its holding or subsidiary or associate company under section 8
of the act or otherwise. Provide that:

32
 if such trust, society or company is not established by the Company or its holding
or subsidiary or associate company, it shall have an established track record of 3
(three) years in undertaking similar programs or projects;
 the Company has specified the project or programs to be undertaken through
these entities, the modalities of utilization of funds on such projects and programs
and the monitoring and reporting mechanism.
 the CSR projects or programs or activities will be undertaken in India only
 the company shall not contribute any amount directly or indirectly to any political
party.
10. MONITORING AND REVIEW MECHANISM
 Each of the CSR projects and programmes would have clearly defined output,
outcome and process indicators which will have to be reported on at specified
frequencies, which will be at least bi-annually.
 All projects and programmes will be monitored by the Company CSR team,
based on these reports and regular field visits. The monitoring process will cover
both programme and financial reviews.
 The CSR Committee will receive quarterly progress reports of all CSR activities
of the company.
Further, any or all provisions of the CSR Policy would be subject to revision/ amendment
by the Board of Directors of the Company based on the recommendations of the CSR
Committee or else in accordance with the guidelines on the subject as may be issued,
from time to time.
11. COMPOSITIONOF THE CSR COMMITTEE
The members of the CSR Committee are as follows:
 Mr. Ankush Nijhawan
 Mr. Roger Rabalais
 Mr. Gaurav Bhatnagar
DISPLAY OF CSR ACTIVITIES ON COMPANY'S WEBSITE
The annual report of the CSR activities along with the contents of the CSR policy of the
Company shall be displayed on the Company's website.

33
CHAPTER - 2
Research Methodology

34
Objective of Study
Objective:
1. To study various courses provided by the TBO Academy to the travel agents.
2. To know whether the courses are providing valuable skills & knowledge to the travel
agents.
3. To study the challenges faced by the travel agents while using TBO Academy.
4. To study the content of webinars organised for travel agents.
Data Source:
The data would be collected from both primary as well as secondary source. Consumers
would be asked to fill booking form to arrive at the information. Various secondary sources
of data as magazines, journal, Internet etc. would also be explored.
Sampling Area:
The sampling areas of this research is Gurgaon.
Sampling method:
The convenient sampling method was used for this research and the respondents were those
who have already taken the tour package.
Sample Size:
The size of this research is 120 respondents.
ResearchInstrument:
The research instruments, which was used, for collecting the data is questionnaire method
and the information filled in the booking forms filled by the customers while booking the
package at 183, Tek travels Pvt Ltd Gowork building, Gurgaon.
Method of contact:
The method of contact would be personal and direct as this would help to qualify the
customer’s issues while filling up the form and also helps them if they do not have the
knowledge about any new tour package of the company.

35
Type of research:
Descriptive research is used to describe characteristics of a population or phenomenon being
studied. It does not answer questions about how/when/why the characteristics occurred.
Rather it addresses the "what" question (what are the characteristics of the population or
situation being studied. The characteristics used to describe the situation or population are
usually some kind of categorical scheme also known as descriptive categories. For example,
the periodic table categorizes the elements. Scientists use knowledge about the nature of
electrons, protons and neutrons to devise this categorical scheme. We now take for granted
the periodic table, yet it took descriptive research to devise it. Descriptive research generally
precedes explanatory research. For example, over time the periodic table’s description of the
elements allowed scientists to explain chemical reaction and make sound prediction when
elements were combined. Hence, descriptive research cannot describe what caused a
situation. Thus, descriptive research cannot be used as the basis of a causal relationship,
where one variable affects another. In other words, descriptive research can be said to have a
low requirement for internal validity.
The description is used for frequencies, averages and other statistical calculations. Often the
best approach, prior to writing descriptive research, is to conduct a survey
investigation. Qualitative research often has the aim of description and researchers may
follow-up with examinations of why the observations exist and what the implications of the
findings are.
Limitation of the study
 As the sample size was small, hence conclusions cannot be generalized.
 The accuracy of the data cannot be considered adequate because the responses may be
biased while filling the questionnaire.
 Time was the biggest limitation. The project required a thorough study and considerable
amount of time.
 Due to less resources and time we could not prefer a better sampling method and we have
to rely on convenient sampling method.
 Due to the busy schedules agents didn’t take the research seriously and left the questions
unanswered.
 Study was restricted to Gurgram.

36
CHAPTER – 3
Conceptual Discussion

37
Literature Review:
TBO holidays is the leading integrated travel and travel related financial services company in
the country offering a broad spectrum of services that include Foreign Exchange, Corporate
Travel, MICE, Leisure Travel, Insurance, Visa & Passport services and E-Business. The
company set up its first office in India in 1881.
TBO footprint currently extends to over 235 locations (including 15 airport counters) in 99
cities across India, Mauritius & Sri Lanka and is supported by a strong partner network of
114 Gold Circle Partners and 165 Preferred Sales Agents in over 136 cities across India.
According to UNWTO, Tourism embraces nearly all aspects of our society. Apart from its
importance to economic changes, human socio-cultural activities and environmental
development, tourism is related to other academic subjects such as geography, economics,
history, languages, psychology, marketing, business and law, etc. Therefore, it is necessary to
integrate a number of subjects to study tourism.
For example, subjects such as history and geography help us understand more about the
development of the historical and geographical resources of a tourist destination. Besides,
subjects like marketing and business help us understand the promotion and marketing of
tourism products.
Tourism is a complex field of study because it includes a variety of disciplines which are
either directly or indirectly related to the understanding of tourism. The study of information
technology enhances our understanding of the importance of the global distribution system
and its effect on tourism business.
The study of religion and culture provides information on the cultural resources of a
destination and opportunities to develop it as a cultural destination. Tourism is so vast, so
complex, and so multifaceted that there is a wide range of subjects related to tourism.
Outbound tourism recorded a steady performance in 2018 with 39% growth in terms of the
number of trips, compared with 28% growth in 2017. An increase in disposable incomes
helped to drive this growth. The depreciation of the rupee against the US dollar led to an
expectation that outbound tourism might suffer in 2018; however, even though growth was
not exceptionally high, increased incomes drove more consumers towards cheap international
trips. Countries such as Thailand, Malaysia, Vietnam and other Southeast Asian nations were
extremely popular in 2013 as outbound destinations

38
Outbound tourism is expected to grow at a CAGR of 8% in terms of the number of trips and
at a CAGR of 12% at constant 2018 prices. Growth is expected to be driven by an increase in
disposable incomes of Indians and by the increasing number of trips that consumers are
expected to make annually. This is expected, as already in 2018, Indians started travelling
more frequently than their usual once a year trip, as was the norm prior to the review period;
however, this was not the case in 2018-2019, and this change is expected to be even more
pronounced over the forecast period.
International outbound leisure travel trips by India’s residents are estimated at 7.9 million in
2018, and are forecasted to grow by an average of 13.0% per year to reach 16.5 million trips
by 2020. Total outbound trips will grow much faster than total household growth (13.0%
versus 1.1%) over the forecast period resulting in a ratio of outbound trips to households that
is projected to reach 5.8% in 2020 from 3.0% in 2014.
Indian households earning above US$10,000 per annum constitute about 96% of all outbound
international leisure trips (2017) and at the same time make up only 8.9% of all households.
Dividing these percentages (96% by 8.9%) yields a concentration ratio of 10.8 which presents
a very skewed picture of the distribution of outbound travel by households. Among the 14
Asia/Pacific markets India has the highest concentration ratio followed by Indonesia at 4.2
(i.e. the concentration of outbound travel in India is more than twice as concentrated as
Indonesia). As mentioned above, China follows Indonesia with a ratio of 3.6. Projecting
forward to 2020, the higher levels of outbound travel growth will come from Indian
households earning above US$7,500 (16% of households are in this category and they
account for 99.7% of all outbound travel).
In terms of aspirational destinations, the New York-USA combination ranks first with 9.7%
of mindshare. Singapore is next at 8.8%, followed by the London-UK combination at 6.5%,
Malaysia at 4.8%, Australia at 4.3% and Japan at 4.1%. These six destinations account for
37.1% of total aspirational mindshare. Interestingly, only the Indians selected Malaysia
(4.8%) as a top 20 aspirational destination.
Singapore and Malaysia have the shortest flight times from India (5-6 hours) which bodes
well for the two countries going forward as they stand to benefit the most from any growth in
outbound Indian travel. One thing to note is that four of the top 20 aspirational destinations
selected by Indians are actually domestic. In fact of the top 50 destinations, 21 of them are

39
domestic and account for 17% of aspirational mindshare. This suggests that there is still a lot
of pent up demand for domestic travel in India which competes with international travel
for the overall household travel budget and may explain in part why the propensity to
consume international outbound travel rises much more slowly after the US$10,000 inflection
point compared to China (which shares the same inflection point).
With over 28 million passport holders in the country who are potential travellers, the source
market for outbound travel is wide and complex because of its size and variety. According to
the primary research among the travel trade, the main source regions are west and north
(including central India) together accounting for about 65% of all outbound travel, followed
by south (25%) and east (10%).
According to Pacific Asia Travel Association (PATA), 40% of all outbound trips by Indians
are for business purposes, while leisure, visiting friends and relatives (VFR) and other
reasons each account for 20% of outbound trips from India.
According to the travel trade, international leisure travellers belong to the 25-65 years age
group, a larger proportion being males (65%) than females (35%). They are well educated
and belong to the upper socio-economic strata of society. Majority are married (75%) and
have children living in the household. Two-thirds of leisure travellers tend to holiday abroad
with family
In the short-term, a large proportion of potential visitors to Europe are likely to be first-time
visitors, although the majority will have travelled abroad at least once. Families and couples
are likely to be the key customer segments travelling on holiday. Some travel from groups of
friends and affinity group travellers can also be anticipated.
In terms of travel destination selection, the top five factors that influence destination selection
for Indians are safety and security; variety of things to see and do; overall image of holiday
destination; good tourist facilities; and infrastructure; and the ease of obtaining visas. The
travel trade confirms that travellers will often change their mind about a travel destination if
obtaining visas is a complex or time-consuming process.

40
CHAPTER – 4
Data Analysis

41
Q1. Which course you like to prefer the most provided by TBO Academy?
Interpretation
26% of the agents preferred all the courses offeredby the company. But
among those courses the most studied course is the destination course i.e.
24% of the agents wantto pursue this course. The least preferred course is
the business course.

42
How often do you use TBO academy?
Interpretation: -
30% of the agents of the TBO academy study the courses on a regular basis.
Some of them i.e. 28% of the agent’s study on a monthly basis. Only 16% of the
agents study the courseon the weekly basis

43
Q3. How convenient is the TBO academyplatform?
Interpretation: -
According to the agents, the TBO Academy platform is very convenient and
user friendly. Only 8% of the agents faced difficulties while using the TBO
academy platform.

44
Q4. Does our courses help you to increase your knowledge andskills?
Interpretation: -
The TBO academy helped 82% of the agents in increasing their skills and
knowledge becausethey offer such type of courses which help the agents to
grow their business.

45
Q5. Did you attend any of the given webinars organisedby the TBO
Academy?
Interpretation: -
The most attended webinar i.e. 24% of the agents attended the Phuket by avista
hideaway resort and spa. It is one of the most famous and preferred webinars.
The least preferred i.e. only 12% of the agents attend the Top destination to sell
this summer webinar.

46
Q6. Does the certificate provided by us help you to attract the customers?
Interpretation: -
54% of the agents gave a positive responseas the certificate provided by the
academy helped them to attract more customers and also increased the sale of
the agents. 10% of the agents didn’t believe that the certificate provided by the
TBO academy helped them to attract the customers.

47
Q7. Do the courses provide by the TBO Academy help in the growth of
your company?
Interpretation: -
The TBO Academy courses helped the 86% of the agents to grow their business
and provide them with the up-to date information regarding the ‘destinations
agent’s sales’.

48
Q8. How long you are using TBO Academy for gaining knowledge ?
Interpretation: -
Before 3 years only 8 % of the agents were aware about the TBO Academy
courses. But from the past 2 years, there have been a growth in the usage of the
TBO Academy courses. i.e. 36% of the agents started using the TBO Academy
courses.

49
Q9. Does all the queries are being clearduring the webinar session?
Interpretation: -
The webinar sessions organised by the TBO Academy helped the 70% of the
agents to clear their doubts and queries related to the courses.

50
Q10. What source you use to access TBO Academyplatform?
Interpretation: -
Mobile browsers and Laptops i.e. 40% of the agents access the TBO Academy
platform through these sources. The TBO Academy app is recently launched so
only 20% of the agents are aware about it.

51
Q11. How do you rate the quality of information or knowledge provided by
TBO Academy courses?
Interpretation: -
The agents were very much satisfied with the TBO Academy courses. As 32%
of the agents believe that the courses and information provided by the academy
is very good and up-to date.

52
Chapter - 5
Learning Outcomes

53
My Learning
 Register as an agent for understanding about company.
 Complete courses of every category (destination, hotel, business, experience).
 Observation during accessing the site all problems/bugs and changes should be done have
been discussed.
 Call to the best users of academy and ask them for their testimonial & provide them
voucher.
Survey task:
 Prepare a survey for existing user feedback.
 Best questions are selected and are being prepared on surveymonkey.com
 Proper excel report for survey being prepared about client’s response.
Data:
 Sorting of Data on Excel sheet on total completion & uncompletion of courses by users.
 Through pivot and tables Data was sort and daily report to be maintained.
 Through help of pivot and charts look for the best days for webinar and downloads
increase.
 Learn using excel various new techniques of sorting data and shortcuts of excel by using
excel daily.
Webinar:
 Through help of excel a proper data is bring out and a welcome mail to be sent to existing
users.
 Through mail merge reached to large number of clients to convey the upcoming webinars.
 Prepare designs for webinars & learn how to write business letters.
 Prepare a mail for reminder for going live and send it through help of mail merge.
 Attend webinar session and observe all bugs & changes to be need for other time &
discussed them later.
 Prepare a proper report of persons who attend the webinar and best user of academy to be
declared as a winner for the webinar.

54
Chapter – 6
Findings, suggestions &
conclusion

55
Findings:
1) 8% of the agents opt for the Business Courses, 24% destination courses, 22%
experience courses, 20% of the hotel courses and the remaining 26% have
completed all the courses provided by the academy.
2) The TBO academy helped 82% of the agents in increasing their skills and
knowledge because they offer such type of courses which help the agents to
grow their business.
3) The webinar sessions organised by the TBO Academy helped the 70% of the
agents to clear their doubts and queries related to the courses.
4) Mobile browsers and Laptops i.e. 40% of the agents access the TBO Academy
platform through these sources. The TBO Academy app is recently launched so
only 20% of the agents are aware about it.
5) Before 3 years only 8 % of the agents were aware about the TBO Academy
courses. But from the past 2 years, there have been a growth in the usage of the
TBO Academy courses. i.e. 36% of the agents started using the TBO Academy
courses.
Observation:
1) Agents are interested in the lead generation as the incentives are high. The agents go
for the destination course as the demand for the people with relevant experience and
information about certain places is high. And hence, the demand for these courses is
higher. The agents go for the hotel courses because travelling to a certain place has
become simpler but what remains a question is the area of stay. The remaining of the
agents are the people that have been in the business for too long and knows the major
part of the entire business. Hence, they opt for all the courses.
2) Agents are happy with the knowledge and skills provided by TBO Academy and with
the courses. The agents are getting up-to-date knowledge and skills to grow their
business and profit with TBO Academy.
3) With the help of webinars agents are learning directly about product or destinations
with experts hired by Academy so with survey we find that about that agents are
getting answers of questions & clearing all their queries & only some of agents are
found difficult but company is working for covering all doubts of agents.

56
Suggestions
1) With the growth in the travel industry, the need for on boarding clients is very high.
Hence, agents should focus on the business courses and then focus on the destination
and hotel courses.
2) As we know customer is king in market so every businessman should learn how to
attract and make their customer to purchase by him and not with the competitor so our
agents are happy with the courses provide for increasing their knowledge and skills
for further growth.
3) Company should design a feedback mechanism so as to understand the short falls in
terms of the contents of webinars.
4) Tourism planning and product development go hand in hand
5) Investment with leading travel trade partners for joint co-operative campaigns to
promote the destination.
6) Special promotions of destination with value offers for the India market.

57
Conclusion
India has emerged as the world's fastest-growing outbound market and in absolute numbers it
is second only to China. The number of Indians travelling overseas is set to rise from around
15 million today to 50 million by 2020. This will mean a big growth in spending overseas.
Indians travelling to Asia-Pacific alone spent $13.3 billion in 2018. This figure is set to zoom
to $91 billion by 2030, making Indians the second-biggest spenders, after China, in the world
on overseas travel.
From around 700 million people in the middle class in 2018, the number is set to touch 2.1
billion by 2030, signalling the rise of what is called the consuming class (annual household
income of $5,000 plus). The biggest chunk of this growth will come from China and India.
India's middle class, the report estimates, will grow from the present 5% to 50% by 2030.
Similarly, HNIs are expected to grow six-fold by 2030 — from around 0.2 million in 2013 to
over 1.2 million by 2030. This segment will fuel growth at the luxury end of the market.
Of course, the demand for packaged tours offered by companies like Thomas Cook (India)
Limited, Cox & Kings is growing among Indians travelling overseas for the first time. But
more and more globetrotting Indians are turning experimental, looking to customise trips,
opting for offbeat destinations and newer experiences.

59
Questionnaire
Name of the Company: -
Q1. Which course you like to prefer the most provided by TBO Academy?
o Business courses
o Destination courses
o Experience courses
o Hotel courses / product course
o All of the above
Q2. How often do you use TBO Academy?
o Weekly
o Regularly
o Monthly
o When Required
Q3. How convenient is TBO Academy platform?
o Very convenient
o Somewhat convenient
o Can’t say
o Difficult to find what i need
o Very difficult to find what I need
Q4. Do our courses help you to increase your knowledge and skills?
o Yes
o No
Q5. Did you attend any of the given webinars organised by the TBO Academy?
o Art of selling
o unexplored destination
o Top destinations to sell this summer
o Phuket by Avista hideaway resort and spa
o All of the above

60
Q6. Does the certificate we provide help you to attract the customers?
o Yes
o No
o May be
Q7. Do the courses provide by the TBO Academy help in the growth of your company?
o Yes
o No
Q8. How long you are using TBO Academy for gaining knowledge?
o 0-1 years
o 1-2 years
o 2-3 years
o More than 3 years
Q9. Does all the queries are being clear during the webinar session?
o Yes
o No
Q10. What source you use to access TBO Academy platform?
o Laptop
o Mobile browser
o TBO Academy app
Q11. How do you rate the quality of information or knowledge provided by TBO Academy
courses?
o Excellent
o Very good
o Good
o Fair
o Poor

62
Bibliography
 Gupta Sunil (1993), “Reflections on ‘Impact of Sales Promotion on When What and How
Much to Buy”, Journal of Marketing Research (JMR), Nov, Vol. 30 Issue 4, p522,, 3p
 Marketing Management, Philip Kotler, Kevin Lane Keller / Prentice Hall 2006.
 Mela Carl F. & Gupta Sunil, (1997), “The long-term impact of Promotion and
Advertising on Consumer brand Choice”, Journal of Marketing Research (JMR), May,
Vol. 34 Issue 2, p248, 14p.
 Agrawal N.P., Jain Arvind : Marketing Management Raj, Jaipur: Publishing House, 2003.
 Louis W. Stern, Adel: Marketing Channels, New Delhi: Prentice-Hall of India, 1995.
 Luck & Rubi: Marketing Research, New Delhi, Prentice Hall of India, 1978.

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