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Tourism in India is the largest service industry, with a contribution of 6.23% to the national Gdp and 8.78% of the total employment in India. India witnesses more than 5.5 million annual foreign tourist arrivals and 740 million domestic tourism visits. The tourism industry in India generated about 100 billion US$ in 2011 and that is expected to increase to US$275.5 billion by 2018 at a 9.4% annual growth rate. In the year 2012, 17.9 million foreign tourists visited India
Creating customer loyalty in the travel and tourism industry
How to create Customer Loyalty
Program understanding the Behavior
dynamics of the end customer by
delivering special services in the Travel &
What is Tourism???
Tourism is the temporary, short term
movement of people to destination for any
purpose outside the places where they
normally live and work.
• A lot of emotions are at stake when people
• It’s an industry where customer service plays a
• Only industry where no physical goods are
Tourism in India is the largest service industry
Foreign tourist arrivals-5.5 million
Domestic tourism visit-740 million
India generated about 100 billion US$ in 2011
and that is expected to increase to US$275.5
billion by 2018 at a 9.4% annual growth rate.
• In the year 2012, 17.9 million foreign tourists
• The demand is expected to grow by 8.2 per cent between 2010
and 2019 and will place India at the third position in the world.
• The sector is expected to be the 2nd largest employer in the
world, employing 40,037,000 by 2019.
• Capital investment in India's travel and tourism sector is
expected to grow at 8.8 per cent between 2010 and 2019.
• India to get capital investment worth US$ 94.5 billion in the
travel and tourism sector in 2019.
• India is projected to become the fifth fastest growing business
travel destination from 2010-2019 with an estimated real
growth rate of 7.6 per cent.
Source: Tourism Satellite Accounting (TSA) research, released by the World Travel and Tourism Council (WTTC) and its
strategic partner Oxford Economics in March 2009
Companies offers various scheme like:
EMI Based Schemes
Loyalty cards and
Increasing Demand for niche and customised tourism
Online portals are trying to give the customers with just
Loyalty programmers are the reasons for brand shifting.
Facilities by Portals
Design Your trip/tour
Convenience(don’t have to go anywhere to book
Book your tickets, hotels, cars, activities
Mobile Apps/ mobile services like sms
Low cost tour
Easy cancelation options
Weakening rupee- fixed exchange rate/20-25% discount on early
1. Kuoni India:- Rs 58 per dollar for its South-East Asia
a. SOTC:- Subsidiary of Kuoni.
Offer box holidays
E.g.:- Travel voucher, sterling, leisure, citrus combo.
2. Thomas cook:- approaching retailers and financial
Points system-brand loyalty card
SCM: Suppliers-direct providers of goods and
servicesfood, accommodation, transport, excursions and
Travel life sustainability segment
3. Top travels: Wedding themes
Health tourism/medical tourism
Types of Tours
• Short Weekend
• Farmers' Special
• For Newly-Weds
• Ladies' Special
• Men Only
• Pilgrimage Tours
• Senior Citizens' Special
Low Price Tours
Tours for NRIs
Steps taken to Maintain
Own Cook at any destination. Eg Aamras in
Special Occasions celebrated during the trip
Feedback after the trip
ZERO money policy (No hidden cost); Honest &
Mails, messages etc. on special occasions
Discounts for frequent traveler.
Perfect tour planning
Kesari - A Journey of Excellence, Innovation and Joy