India’s leading online travel company MakeMyTrip.com was founded in the year 2000 by Deep Kalra. Headquartered in Gurugram, Haryana, the company provides online travel services including flight tickets, domestic and international holiday packages, hotel reservations, rail and bus tickets. As of March 31, 2018, the company has 14 company-owned travel stores in 14 cities, including one in their office in Gurugram, over 30 franchisee-owned travel stores which primarily sell packages in approximately 28 cities, and counters in four major airports in India under their brand. They also have offices in New York, Singapore, Kuala Lumpur, Phuket, Bangkok, and Dubai.

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THE JOURNEY BEHIND THE GLORY OF ONLINE TRAVEL KING
MAKEMY TRIP
VARUN KESAVAN, RESEARCH SCHOLAR, E – MAIL ID – varunkesavan@yahoo.com
INTRODUCTION
India’s leading online travel company MakeMyTrip.com was founded in the year 2000
by Deep Kalra. Headquartered in Gurugram, Haryana, the company provides online
travel services including flight tickets, domestic and international holiday packages, hotel
reservations, rail and bus tickets.
As of March 31, 2018, the company has 14 company-owned travel stores in 14 cities,
including one in their office in Gurugram, over 30 franchisee-owned travel stores which
primarily sell packages in approximately 28 cities, and counters in four major airports in
India under their brand. They also have offices in New York, Singapore, Kuala Lumpur,
Phuket, Bangkok, and Dubai.

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PRODUCT AND SERVICES
MakeMyTrip’s services include air ticketing, hotel and alternative accommodations
bookings, holiday planning and packaging, rail ticketing, intercity bus ticketing, car hire
and ancillary travel requirements such as facilitating access to third-party travel insurance
and visa processing.
The company’s culture of continuous innovation and “customer first” strategic focus in
India’s travel market has allowed them to be the clear leader in the industry and positions
them to accelerate the predominately offline hotels and accommodations market online.
They have a pretty large team of data scientists. They are using chatbots extensively—
Gia for Goibibo and Myra for MakeMyTrip. This covers quite a bit of post sales queries
and will also start dabbling in sales. MakeMyTrip also forayed into the corporate travel
segment through MyBiz.
THE INCEPTION OF MAKEMY TRIP
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.

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THE MODUS OPERANDI OF MAKEMY TRIP
MakeMyTrip lets the users book air tickets, bus tickets, buy holiday packages, book hotels
and accommodations and hire car. Users can also access other travel related services
provided by third party vendors like visa processing and travel insurance. All these
services are available through their app, website or through MakeMyTrip owned and
franchise stores.
Besides this B2C model, they have also introduced MyBiz, to offer various corporate
travel related services. MyBiz lets businesses manage the travel and accommodation of
its employees easily through various features such as a single dashboard, MyBiz wallet
for central payment processing and Instant Refunds to myBiz Wallet on Cancellations etc.
MakeMyTrip’s revenues are currently split almost equally between ticketing and tours and
hotel bookings. Hotels and packages, a higher margin category compared with airline
ticketing, is the biggest revenue contributor and account for 56 percent of net revenue.
The company is the market leader in domestic flight ticketing with a 24 percent market
share.