1. How to create Customer Loyalty
Program understanding the Behavior
dynamics of the end customer by
delivering special services in the Travel &
Tourism Industry
By:
Shraddha Samant
Kshiti Shah
Parvez Sheikh
Akanksha Wattal
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2. 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
travel.
• It’s an industry where customer service plays a
larger-than-life role.
• Only industry where no physical goods are
exported.

3. Cultural
tourist
Incentive
tourist
Eco-tourist
Adventure
tourist
Educational
tourist
Leisure
tourist
Types Of
Travelers
Sport and
recreation
tourist
Business
tourist
Health or
medical
tourist
Religious
tourist
Special
interest
tourist
Backpacking
or youth
tourist

4. Statistics
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Tourism in India is the largest service industry
National GDP-6.23
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
visited India.

5. Future Prospects
• 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

6. Individuals
Companies offers various scheme like:
For Travelling
For Stay
 Airways
 Jet Airways
 Indigo
 Roadways
 KSRTC
 Neeta Volvo
 Package
 Serai
 Taj hotels
 EMI Based Schemes
 Mahindra
 Country Club
 Loyalty cards and
memberships
 Taj hotels

7. Online Portals
 Increasing Demand for niche and customised tourism
products.
 Online portals are trying to give the customers with just
a click.
 Loyalty programmers are the reasons for brand shifting.
 Examples:
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http://www.expedia.co.in/
http://www.cleartrip.com/
http://www.yatra.com/
http://www.makemytrip.com/

8. Facilities by Portals
 Design Your trip/tour
 Convenience(don’t have to go anywhere to book
ticket)
 Book your tickets, hotels, cars, activities
 Mobile Apps/ mobile services like sms
 Low cost tour
 Easy cancelation options

9. Companies/Agencies
Weakening rupee- fixed exchange rate/20-25% discount on early
bookings.
1. Kuoni India:- Rs 58 per dollar for its South-East Asia
packages
 Customized holidays
 Cruise offering
a. SOTC:- Subsidiary of Kuoni.
 Offer box holidays
 E.g.:- Travel voucher, sterling, leisure, citrus combo.

10. 2. Thomas cook:- approaching retailers and financial
service companies
 Points system-brand loyalty card
SCM: Suppliers-direct providers of goods and
servicesfood, accommodation, transport, excursions and
cultural activities.
 Travel life sustainability segment
 SENTIDO
3. Top travels: Wedding themes
 Health tourism/medical tourism

11. Types of Tours
• Short Weekend
Getaways
• Farmers' Special
• For Newly-Weds
• Ladies' Special
• Men Only
• Pilgrimage Tours
• Senior Citizens' Special
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Group Tours
Speciality Tours
Low Price Tours
Tailormade Holidays
Corporate Travel
Tours for NRIs
•
Students' Special
•

12. Steps taken to Maintain
Customer Loyalty
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Own Cook at any destination. Eg Aamras in
Darjeeling
Special Occasions celebrated during the trip
Feedback after the trip
ZERO money policy (No hidden cost); Honest &
Caring
Mails, messages etc. on special occasions
Discounts for frequent traveler.
Perfect tour planning
Kesari - A Journey of Excellence, Innovation and Joy