The document is a case study on Deep Kalra, the founder and CEO of MakeMyTrip, detailing his entrepreneurial journey and the founding of the online travel booking platform in 2000. It highlights key milestones, including the company's launch, rapid growth, and its focus on customer satisfaction and technology integration in the travel sector. Additionally, it addresses challenges faced by MakeMyTrip, including market competition and the impact of recent events on travel bookings.

1. DAYALBAGH EDUCATIONAL INSTITUTE,
AGRA
Additional Assignment 2: Case Study Report
On
Entrepreneur Mr. Deep Kalra (Company Name- MakeMyTrip)
Submitted By:-
Ayushi Bansal (1805555)
LaxmiKant Tyagi (1805574)
Magendra Pratap Singh (1805575)
Sachin Kumar Gola (1805576)
Shally Agarwal (1805568)
Submitted To:-
Prof. Shalini Nigam
(Department Of Management)
Faculty Of Social Science

3. Deep Kalra(founder and group CEO)
MakeMyTrip
Hyderabad
Delhi and Ahmedabad.
MakeMyTrip
India
Businessman
adventure sports, swimming, yoga, quizzing and travelling to places off the
beaten path.
We can turn profitable, but that will hit our growth. At this stage of the market, you cannot
afford to go slow.
It was a great entrepreneurial experience but a financial disaster.
There is an entrepreneur in everyone. Most people would like to work for themselves given a
situation where you earn the same amount of money.
However big or small, make it a good business, make it a clean business, make it a business you
are very proud of.

4. Deep went to St.Stephens College, Delhi in 1987 to pursue
Bachelors in Economics from where he went to IIM-A for an
MBA Degree.
After completing his MBA, he joined the Banking sector at
ABN Amro Bank as his first job. He did job his three years.
Then he resigned from ABN Amro Bank and took a break for
about a year to think about the future plans.
He took full ownership and led the team. In the coming years
Deep Kalra would manage to lay more than 200 bowling
lanes across India on his own.
This single handed experience boosted Deep’s confidence by
multiple folds and he decided to put a foot in his own start-
up.
Deep is a founding member of an NGO named I am
Gurgaon.
He is also a part of the governing body of Ashoka University.
Karla was number #1 in KPMG’s most powerful digital

5. The idea for starting up erupted
while Deep Kalra found himself
wondering about the endless
possibilities of the internet while
trying to sell his wife's car online.
While booking a holiday to
Thailand, he realized that the
internet could offer more
competitive prices by cutting out
the middleman. Prompted by this
thought, Deep founded
MakeMyTrip.
Launching an online travel booking platform
back in 2000, when Indians were still not
clear about the basic concept of Internet, was
a challenge in itself. So, the founders had to
play the game strategically. Therefore,
MakeMyTrip’s initial years were dedicated to
serve the US-to-India travelling community.
This was a baby step towards success but
added value to their status in the market.

6. Conceived and founded in 2000 by Deep Kalra, MakeMyTrip.com began as a small
start up in Delhi focussing on the non-resident Indian (NRI) market- specifically on
people seeking an economical ticket to visit home.
MakeMyTrip.com made its India debut in September 2005 with its Lowest Airfare
Guarantee.
MMT recorded sales of Rs. 1000 crore and break even in 2008.
A 50% growth was a stunning ach ievement for a company less than ten years old.
Today, it commands an impressive 4% share of the NRI travel business to India pegged
at US$ 1 bilion (RS. 4800 crore).
MakeMyTrip.com soon diversified its online travel offerings to include domestic and
international holiday packages and tours, as well as domestic and international hotels.
It aimed to offer a range of best-value products and services along with cutting edge
technology and dedicated round-the-clock customer support.

7. To provide customers a one stop shop for all their travel needs.
To make travel simple and fun for all. The core values can be seen in the projects that we
undertake, and the way in which we solve problems for our customers. They are a
representation of OUR BEING & OUR DOING. Each member of the MakeMyTrip family
is guided by them each and every day.
MakeMyTrip is focusing on their customer both
externally and internally.
MakeMyTrip is maintaining a consistency between their words and action.
MakeMyTrip is combining innovation in business as well as in technology
to provide best products and services to their customers.
MakeMyTrip believes in teamwork for achieving goals of providing best
service to their customers.
MakeMyTrip feels the responsibility and accountability which they
promise to their customers and stakeholders.

9. MakeMyTrip
Gurugram
Deep Kalra
Travel tech
2000
MakeMyTrip
Limited
makemytrip.c
om

10. • Self service marketing-
no direct interaction
• Travel agents-
distributors & dealers
• 24*7 customer care
service
• Customer care service
• National & International
Officers
• Travel agents offices
• Easy & simple process
• Mode of payment by any
bank & any card
• MakeMyTrip on mobile
• International & Domestic Air Tickets
• Holiday Package & Hotels
• Domestic Bus & Rail Tickets
• Private Car & Taxi Retails
• MICE(Meetings, Incentives, Conferences &
Exhibitions)
• B2B Service
• Save Money
• Save time
• Save energy
• Convenient
• Travel easier
• Best price offers
• No middleman involved
• Customer can choose as per budget & their
income
• Affordable to all dates of customers
• Best deal
• Affordable
• Quickly Available
• Internet marketing
• Online e-portal/e-business
• Dedicated 24*7 customer care support
• 20 offices in India & 2 international offices
• Franchise across various location
• No queues
• Anywhere
• Anytime
• Anyplace
• Promotion through social sites like Facebook,
twitter, YouTube, Magazine
• Safes Promotion
 Festival discount
 Round trip ticket discount
 Best deal of the month
 Special offer of different holidays destinations
• Online websites
• Travel agents
• Communication
• Awareness

11. Travelers who use internet for online transactions.
Empowering the travelers with rich
information.
Offering travel superstore: buy multiple
products across multiple brands.
Providing opportunity for instant
booking with real time purchase of all
travel products, tickets delivered at
doorstep.
Ensuring convenience of buying anytime
and anywhere.
Ensuring transparency and reliability.
Offering 24x7 customer service.
Redefining travel products distribution
network.
Building efficiency in sales and
distribution to pass on benefits to the
customer.
Providing technology that brings about
convenience between offline and online
processes.

12. MakeMyTrip provides flight tickets for travel in all major domestic,
international as well as low-cost carriers operating in India.
MakeMyTrip sells online rail tickets to its customers offering
features like return tickets with single payment option, flexi-search and
automatic alerts and updates on the availability of tickets.
It also offers bus tickets across different categories like Volvo,
Air Conditioned, Non Air Conditioned, Deluxe, Semi-Deluxe and Sleeper
vehicles.
MakeMyTrip introduced car hire services on its Indian website
in May 2010. It currently provides car hire services in conjunction with
holiday package bookings.
The company offers hotel reservations in
India and international cities alike. There are over 13,000 hotels and
guesthouses in India that can be searched and compared online on the
MakeMyTrip website.ia.
In 2012, MakeMyTrip launched travel mobile
applications (Apps) for iPhone, Android, and Blackberry devices. The travel
itineraries available on the Apps can be shared on Facebook and Twitter.

13.  Good Returns on
Capital,
Expenditure
 Reliable suppliers
 Strong dealer
community
 Strong
distribution
network
 High level of
customer
satisfaction
 High attrition
rate in work force
 Limited success
outside core
business
 Financial
planning is not
done properly
and efficiently
 Need more
investment in
new technologies
 Decreasing cost
of transportation
 New
environmental
policies
 New customers
from online
channel
 Opening up of
new markets
because of
government
agreement
 Growing
strengths of local
distributors
 Imitation of the
counterfeit and
low quality
product
 Changing
consumer buying
behavior
 Rising raw
material
 Increasing trend
toward
isolationism

14. Below are the 3 main
MakeMyTrip competitors:
Oyo
Yatra
Cleartrip

15. A decision was taken to launch the India website in September 2005.
A time when low cost carriers (LCC's) had made air travel cheaper.
There was a need to provide a platform for buying and selling travel products/services.
Identified the gap between demand & supply.
Decided to offer a user friendly and conveniently online interactive to the consumer.
Received an investment of US 58 million (Rs 352 million) from SB Asia Infrastructure
Fund.
Within a year of its launch MakeMyTrip has acquired over 200,000 delighted customers
and sells over 3000 flight tickets, 200 hotel room nights and over 50 holiday packages every
day.
The site attracts over 1 Million unique visitors every month according to WebSideStory,
HBx Analytics, an independent traffic-monitoring agency

16. Short term travel assurance
Offers the latest pawl and health oriented information
Country specific mobile connection before departure
Fulfilling customers specific communication needs when traveling abroad
Online purchase & transactions facility
Instant & convenient access to sour money in the Currency of your
Welcome gifts
Accelerated reward point system (Repeated Purchase)
Discount vouchers
Individual Gifting (Birthday, Anniversary, Honeymoon, Wedding, etc)
Corporate Gifting

17.  Expand Our Hotels and Packages Business
 Expand Our Service and Product Portfolio to Enhance Cross-Selling
Opportunities.
 Expand Our Travel Agents' Network
 Enhance Our Service Platforms by Investing in Technology
 Expand into New Geographic Markets
 Pursue Selective Strategic Partnerships and Acquisitions

18. Eradicating hunger and poverty and malnutrition, promoting healthcare, including preventive healthcare
and sanitation, including contribution to the Swach Bharat Kosh set-up by the Central Government for
the promotion of sanitation and making available safe drinking water
Promoting gender equality, empowering women, setting up homes and hostels for women and orphans,
setting up old age homes, day care centers and such other facilities for senior citizens and measures for
reducing inequalities faced by socially and economically backward groups
Ensuring environmental sustainability, ecological balance, protection of flora and fauna, animal welfare,
agro forestry, conservation of natural resources and maintaining quality of soil, air and water including
contribution to the Clean Ganga Fund set-up by the Central Government for the rejuvenation of river
Ganga
Protection of natural heritage, art and culture including restoration of buildings and sites of historical
importance and works of art, setting up public libraries, promotion and development of traditional arts
and handicrafts
Rural development projects and Slum area development

19. Travel Distribution World Asia Awards (2012)
Top agents award (2010-2011) ; Top Passenger Agent (2007-08)
Top Agent Award (2007) ; Top agent award (2009) ; Top agent
award (2010)
Outstanding performance in (2009) ; Outstanding Performance (2007)
Outstanding Performance (2008)
All India Top Ten Agent/Top North India Sales Award (2007-08) ; All
India Top Ten Agent/Top North India Sales Award (2006-07)
Outstanding Revenue Contribution (2007-08)
Outstanding Performance (2006-07)
Achieving Highest Domestic Passenger Sales (2006-07)
Outstanding Performance (2006-07)
Award of Excellence (2005-06)
Outstanding Contribution to Passenger Sales (2005-06)

20. • Subsidiaries of MakeMyTrip are Ibibo, Easy to Book Holding B.V., ITC Group, Luxury
Tours & Travel Pte Limited, Quest2travel.com India Pvt. Ltd., Hotel Travel Ltd., Travis
Internet Private Limited, MakeMyTrip (India) Private Limited, and Makemytrip.com
Inc.
• The company has acquired 5 organizations. Their most recent acquisition was
Quest2Travel on May 1, 2019. The list of acquired organisations is-

21. 1 May 9, 2011
Luxury Tours and Travel
Private Limited
Travel Agency Singapore
2 August 2011
Le Travenues Technology
Private Limited which owns
Ixigo.com
Online travel meta
search engine
Gurgaon, India
3 November 2011
My Guest House
Accommodation
Budget
Lodging/Hotel
Operator
New Delhi, India
4 November 2012 ITC Group Tour Operator Thailand
5 November 2012
Hotel Travel Group (HT
Group)
Travel Firm
Thailand,
Singapore and
Malaysia
6 February 2014 easytobook.com (ETB)
Online Hotel
Operator
Amsterdam

22. May,2005 Series A $10 Million
Tiger Fund, Helion Venture Partners,
Sierra Ventures & SAIF Partners
December,2006 Series B $13 Million
Helion Venture Partners, Sierra
Ventures, SAIF Partners
October,2007 Series C $15 Million
Tiger Fund, Helion Venture Partners,
Sierra Ventures, SAIF Partners
Januray, 2016 Post-IPO Equity $180 Million Ctrip
March,2017 Post-IPO Equity $330 Million Ctrip & Prosus & Naspers

23. Domestic: Within India
International : From India
Inbound: Overseas to India
Transactions: 2,824,600
77% of Net Revenues
Hotels: Domestic & Int’l
Packages:
Domestic and International,
Conferences and Events
Transactions: 175,900
20% of Net Revenues
Rail , Bus, Car
Ancillary Services/ Products
Rail Transactions: 185,948
Bus Transactions
3% of Net Revenues

24. • They have started seeing higher-than-normal cancellations in their
outbound business due to the outbreak. Bookings for destinations in
Southeast Asia have begun to see cancellations greater than normal and
outbound travel to these destinations is likely to be impacted in the short
term,” the NASDAQ-listed firm’s outgoing Group CEO Deep Kalra told
investors during the Oct-Dec earnings call. MakeMyTrip’s domestic
business, however, should remain fairly insulated, he added.
• The bookings have also come down for outbound travel, Kalra said,
adding that China, Hong Kong, Macau are the worst hit, while Southeast
markets such as Singapore, Thailand, Malaysia and Cambodia have also
seen some impact. “…it's hard to right now completely assess it. We
obviously measuring it on a real-time basis, because some part of this is
deferment, some part of this is altogether cancellation.”
• MakyMyTrip reported a narrowing of its adjusted operating loss to $11
million for the quarter ended December, from $22.2 million posted the
same period last fiscal.

25. The Real businessmen are not made in a few minutes, months or in a few
years. The success story of Deep Kalra is a journey of complete devotion for
more than a decade which is still going on so that MakeMyTrip can reach to
the next level of success. Deep Kalra's journey can be one of the best
examples of how hard work, dedication and a will to succeed can bring a
change in the world. We believe his success story will motivate and guide
other aspiring entrepreneurs to make the world a better place to live as done
by Deep's MakeMyTrip.

26. https://yourstory.com/2013/07/what-made-deep-kalra-what-he-is/
https://www.cnbc.com/video/2020/04/24/the-coronavirus-pandemic-is-the-toughest-crisis-
weve-ever-seen-says-makemytrip-founder.html
https://startuptalky.com/makemytrip-indian-startup-success-story/
https://www.bloomberg.com/profile/person/16248524
https://www.makemytrip.com/about-us/company_profile.php
https://www.slideshare.net/mobile/SushilRai2/make-my-trip-slideshare
https://www.slideshare.net/mobile/rahulwane/makemytripcom-case-study-and-analysis
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1970)
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Empirical Investigation, Strategic Management Journal7 (1986)