Travel and Tourism Industry

1. SERVICE
MARKETING
Travel and
Tourism Industry
Pooja Rawat - 19DM133
Ramit Thukral - 19DM155
Salony Rathee - 19DM179
Shikhar Sahai - 19DM192
Shubham Raj Devolia-19DM211
Zaisha Chadha - 19DM237
GROUP - 6
“Buy yourself the ultimate
travelling experience”

2. • Holiday and travel agency having both online and offline
presence
• Travelopedia will provide a 360- degree virtual tour of
both the destination and accommodation
• Genuine and approved reviews and ratings from our
customers, verified by our support team to provide an
unambiguous experience.
• Encourage customers to review and post by providing
them e-money in their Travelopedia wallet
 For a photo review- Rs. 150
 Testimonials – Rs. 500
 For a complete video, sharing their entire experience –
Rs. 800
INTRODUCTION
Travelopedia
“To provide a virtual tale of
rich experience to our
travellers by adhering to their
needs and expectations, so
that we are perceived by
them as a credible agency,
keen on delivering trust and
transforming their travel
diaries into beautiful
memories.”

3. GEOGRAPHIC BEHAVIORALDEMOGRAPHIC
• Tier 1
• Tier 2
• Tier 3
• Income based
o Upper Class
o Middle Class
o Lower Class
• Age group- 25 and
above
• Occasions like
summer holidays,
festivals and off
seasons.
• People looking for
genuine
experience with
value for money.
SEGMENTATION
Travelopedia

4. TARGETING
Tier 1 City
Tier 2 City
Target Region
Delhi, Mumbai,
Bangalore, Pune
and Gurugram
Income Based
Middle class
Tier 1 City
Tier 2 City
Travelopedia

5. POSITIONING
Psychological positioning to create a unique image
to gather interests of the users by providing
innovative services of VR and genuine review and
rating system.
“For the travel enthusiasts and wise planners who wish to live
their travel experience before setting out for it, Travelopedia,
provides them the ultimate travelling experience by offering a
virtual tale of rich experiences and zero regrets.”
Travelopedia

6. MARKETING
MIX
• Customized packages
• International tours
• Visa services
• Domestic tours
• Solo trips
• Group tours
• Corporate/
college/school tours
• Many more.
• Individual
budget
• Season duration
• Geographical
preferences
• Digital marketing
• Lucky draw
campaigns
• Referral codes
• Tie-ups with local
vendors
• Offline promotions
such as print
media, billboards,
in-flight advertising
• Online
Platform-Mobile
application
,BookMyShow
• Offline Platform
PRODUCT
PLACE
PROMOTION
PRICE
Travelopedia

7. MARKETING
MIX
PEOPLE
PHYSICAL
EVIDENCE
PROCESS
• Staff members
• Virtual assistance
24/7
• Call centre
executives
• Review and rating
authentication team
• Offices
• Photographs
• Brochures
• Testimonials
• Reviews and other
information
• Hotel rooms which
will be exactly same
as shown in VR
• Planning
• System and
procedure
• Documentation
• Quality control
• Feedback & reviews
• Gathering of tour
information
Travelopedia

8. Physical
evidence
Customer
action
Onstage
contact
person
Backstage
contact
person
Support
process
Arrives
at the
office
Speaks to an
adviser/agent
Design
the trip
Agrees
to trip
terms
Visit
the
place
Gives
feedb
ack
website/broc
hure/distribu
tor agents
Office
location/buildi
ng/interior &
exterior
Advisor’s
office
Hotel ,cars
,itinery
touch points
Feedback
brochure
Make
appointment
for customer
Appointment
software
system or log
Employee greet
and understands
purpose,budget,t
ype of travel etc.
Employee offer
holiday package
options keeping
in mind all
parameters
Distribution
agents interacts
with office
employee
Employee
changes &
implement the
requirements
acc. to customer
Update in the
database
system
Customer
agrees with
trip dates and
payment mode
Employee
makes all the
bookings with
respect to
requirements
Update in the system and send
message to customer with the
confirmation and all required
information about the trip
Promptness
of
service,prese
ntablity, etc.
Company
Acts On
Feedback
Line of interaction
Calls the
office
Line of visibility
Internal line of visibility
customer goes
through a virtual
reality tour of the
shortlisted
places/hotel
rooms
Customer
reviews &
rates, team of
experts verify it
& customer is
incentivized
accordingly
SERVICE
BLUEPRINT
Travelopedia

9. MOMENT OF
TRUTH
Travelopedia

10. FINANCIALS
Income Year 1 Year 2 Year 3
Revenue 4,500,000 6,300,000 9,000,000
Margin 30% 30% 30%
Net Revenue 1,350,000 1,890,000 2,700,000
Expenses
Net Direct Expenses(App
Development and
maintenance expenses) 800000 800000 800000
Rent (office) 120000 132000 145200
Travel 240000 264000 290400
Insurance 22,500 31,500 45,000
Payroll 360000 378000 396900
Bonus Points 45,000 63,000 90,000
Gross Profit (237,500) 221,500 932,500
Travelopedia

11. SURVEY AND
ANALYSIS
• Interacted with 30 people of age group 25 and above.
• Prepared a questionnaire of around 14 questions, pertaining to the
travel frequency of people, mode of travel planning, their choices of
destination and room selections etc.
• Though the questionnaire was close-ended, we had the flexibility of
turning it into an open-ended one by probing the people more and
getting insights.
• The regions covered for the survey were Omaxe mall, Ansal plaza and
Venice mall in Greater Noida.
Travelopedia

12. SURVEY AND
ANALYSIS
• Also visited Cap Holidays, partnered with Thomas Cook in
Greater Noida
• Met Miss Priyanka Singh (Sr. Executive) who provided
information regarding their current offerings, packages and
services.
Travelopedia

13. 23%
34%23%
13%
7%
Travel Frequency
Every few years
Once every two years
Yearly
Twice a year
More than twice a year

14. 4 10 16
Satisfaction of Rooms
Yes Sometimes No
37%
20%
23%
3%
7%
10%
Reasons for Dissatisfaction
Room amenities not as expected or described
Rooms were denied due to some reasons
Difficult to find the location of the hotel
Check In/Check Out times were different
Legal issues with ID cards
Others
9 5 15
Satisfaction with
Destination/Itinerary
Yes Sometimes No
36%
27%
30%
7%
Reasons for Dissatisfaction
Destinations were not as described
All prominent tourist spots were not covered
Extra price was charged at different points
Others

15. 40%
20%
23%
14%
3%
Mode of Selection of Hotel/Destination
Through reviews and ratings
Features and photos listed by tour
agent
Word of mouth
Online and offline searches
(google, enquiries etc)
Others
4.2/5
was the average rating given
for importance of reviews,
ratings and photos before
deciding on a booking
4 7 19
Based on the reviews and ratings, have you
found the real scenario exactly the same?
Yes Sometimes No