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CHAPTER-1 INTRODUCTION

GENERAL INTRODUCTION
Tourism is travel for recreational, leisure or business purposes. The World Tourism Organization defines tourists as people "travelling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes Tourism has become a popular global leisure activity. In 2010, there were over 940 million international tourist arrivals worldwide; representing a growth of 6.6% when compared to 2009.International tourism receipts grew to US$919 billion (693 billion) in 2010, corresponding to an increase in real terms of 4.7%. As a result of the late-2000s recession, international travel demand suffered a strong slowdown from the second half of 2008 through the end of 2009. After a 5% increase in the first half of 2008, growth in international tourist arrivals moved into negative territory in the second half of 2008, and ended up only 2% for the year, compared to a 7% increase in 2007. This negative trend intensified during 2009, exacerbated in some countries due to the outbreak of the H1N1 influenza virus, resulting in a worldwide decline of 4.2% in 2009 to 880 million international tourists arrivals, and a 5.7% decline in international tourism receipts Tourism is important and in some cases vital for many countries, such as France, Egypt, Greece, Lebanon, Israel, the United States, the United Kingdom, Spain, Italy, and Thailand, and many island nations, such as Mauritius, The Bahamas, Fiji, Maldives, Philippines and the Seychelles. It brings in large amounts of income in payment for goods and services available, contributing an estimated 5% to the worldwide gross domestic product (GDP), and it creates opportunities for employment in the service industries associated with tourism. These service industries include transportation services, such as airlines, cruise ships and taxicabs; hospitality services, such as accommodations, including hotels and resorts; and entertainment venues, such as amusement parks, casinos, shopping malls, music venues and theatres

OBJECTIVES OF THE STUDY


To examine critically the organizational structure of the company To study and understand the various functional areas of the company To identify internal and external factors that affect Strengths, Weaknesses, Opportunities, and Threats to activities or operations To understand and study the various functions of the departments in this organization. To acquire knowledge about the various functions as well as managerial aspects of the company. To get an idea of the performance of the organization regarding the achievement of its goals. To assess the effectiveness of an organization. To suggest effective measures based on the study

RESEARCH METHODOLOGY
Research methodology is the method by which the research project is carried out. It is a way to systematically solve any research problem.

METHODS OF DATA COLLECTION

Informations are collected from primary and secondary data Primary data Primary data are those data collected freshly and from the first time. Primary data are collected through Observation Interview with officials and employees of the firm

Secondary data Secondary data are those data which are already collected by someone else. Secondary data are collected from Website Journals Magazines Library Annual records

RESEARCH DESIGN

A research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. It is the blue print for data collection, measurement, and analysis.

The design of this organizational study is done in such that it provides knowledge about TCIL in terms of its infrastructure, services offered by it, its working and so on. The Organizational Report explains how TCIL is functioning, its departments, its SWOT analysis etc.

LIMITATIONS OF THE STUDY


The main limitation of the study was time factor. The duration of the study was one month. The study was done through conversation so there is a chance for personal bias.

Lack of co-operation from certain department due to their work load.


Secondary data available from various departmental manuals were out dated (the manual are being updated). Only limited information was provided on financial matters in order to maintain secrecy of the company. Difficulty in understanding the total company detail of Thomas Cook India Ltd as the study was done only from one of its branch at Chennai.

CHAPTER-2 INDUSTRY PROFILE

INDUSTRY PROFILE
In 1941, Hunziker and Krapf defined tourism as people who travel "the sum of the phenomena and relationships arising from the travel and stay of non-residents, insofar as they do not lead to permanent residence and are not connected with any earning activity." In 1976, the Tourism Society of England's definition was: "Tourism is the temporary, short-term movement of people to destination outside the places where they normally live and work and their activities during the stay at each destination. It includes movements for all purposes. In 1981, the International Association of Scientific Experts in Tourism defined tourism in terms of particular activities selected by choice and undertaken outside the home. In 1994, the United Nations classified three forms of tourism in its Recommendations on Tourism Statistics:

Domestic tourism, involving residents of the given country traveling only within this country.

Inbound tourism, involving non-residents traveling in the given country. Outbound tourism, involving residents traveling in another country

HISTORY
Wealthy people have always travelled to distant parts of the world, to see great buildings, works of art, learn new languages, and experience new cultures and to taste different cuisines. Long ago, at the time of the Roman Republic, places such as Baiae were popular coastal resorts for the rich. The word tourist was used by 1772 and tourism by 1811.In 1936, the League of Nations defined foreign tourist as "someone traveling abroad for at least twentyfour hours". Its successor, the United Nations, amended this definition in 1945, by including a maximum stay of six months

Leisure travel
Leisure travel was associated with the Industrial Revolution in the United Kingdom the first European country to promote leisure time to the increasing industrial population. Initially, this applied to the owners of the machinery of production, the economic oligarchy, the

factory owners and the traders. These comprised the new middle class. Cox & Kings was the first official travel company to be formed in 1758. The British origin of this new industry is reflected in many place names. In Nice, France, one of the first and best-established holiday resorts on the French Riviera, the long esplanade along the seafront is known to this day as the Promenade des Anglais; in many other historic resorts in continental Europe, old, well-established palace hotels have names like the Hotel Bristol, the Hotel Carlton or the Hotel Majestic reflecting the dominance of English customers. Many leisure-oriented tourists travel to the tropics, both in the summer and winter. Places of such nature often visited are: Bali in Indonesia, Colombia, Brazil, Cuba, the Dominican Republic, Malaysia, Mexico the various Polynesian tropical islands, Queensland in Australia, Thailand, Saint-Tropez and Cannes in France, Florida, Hawaii and Puerto Rico in the United States, Saint Vincent and the Grenadines, Barbados, Trinidad and Tobago, Jamaica, St.Lucia Saint Maarten, Saint Kitts and Nevis, The Bahamas, Anguilla, Antigua and Barbuda, Aruba, Turks and Caicos Islands and Bermuda. Winter tourism Although it is acknowledged that the Swiss were not the inventors of skiing, it is well documented that St. Moritz, Graubnden became the cradle of the developing winter tourism; since that year of 1865 in St. Moritz,[24] when many daring hotel managers choose to risk opening their hotels in winter. It was, however, only in the 1970s when winter tourism took over the lead from summer tourism in many of the Swiss ski resorts. Even in winter, portions of up to one third of all guests (depending on the location) consist of non-skiers.[25] Major ski resorts are located mostly in the various European countries (e.g. Andorra, Austria, Bulgaria, Bosnia-Herzegovina, Czech Republic, France, Germany, Iceland, Italy, Norway, Latvia, Lithuania, Poland, Serbia, Sweden, Slovakia, Slovenia, Spain, Switzerland, Turkey), Canada, the United States (e.g. Colorado, California, Utah, Montana, Wyoming, New York, New Jersey, Michigan, Vermont, New Hampshire) New Zealand, Japan, South Korea, Chile, and Argentina.

Mass tourism Mass tourism could only have developed with the improvements in technology, allowing the transport of large numbers of people in a short space of time to places of leisure interest, so that greater numbers of people could begin to enjoy the benefits of leisure time. In the United States, the first seaside resorts in the European style were at Atlantic City, New Jersey and Long Island, New York. In Continental Europe, early resorts included: Ostend, popularized by the people of Brussels; Boulogne-sur-Mer (Pas-de-Calais) and Deauville (Calvados) for the Parisians; and Heiligendamm, founded in 1793, as the first seaside resort on the Baltic Sea Adjectival tourism Adjectival tourism refers to the numerous niche or specialty travel forms of tourism that have emerged over the years, each with its own adjective. Many of these have come into common use by the tourism industry and academics. Others are emerging concepts that may or may not gain popular usage. Examples of the more common niche tourism markets include:

Agritourism Birth tourism Culinary tourism Cultural tourism Extreme tourism Geotourism Heritage tourism LGBT tourism Medical tourism Nautical tourism Pop-culture tourism Religious tourism Slum tourism Space tourism

GLOBAL SCENARIO World tourism statistics and rankings Most-visited countries by international tourist arrivals
In 2010, there were 940 million international tourist arrivals, with a growth of 6.6% as compared to 2009. The World Tourism Organization reports the following ten countries as the most visited in terms of the number of international travellers. In 2010, China overtook Spain to become the third most visited country.
RANK COUNTRY UNWTO REGIONAL MARKET INTERNATIONAL TOURIST ARRIVALS (2010) INTERNATIONAL TOURIST ARRIVALS (2009) CHANGE (2009 2010)

France United States


China Spain Italy United Kingdom Turkey Germany Malaysia Mexico

Europe

76.8 million

76.8 million

0.00%

2 3 4 5 6 7 8 9 10

North America Asia Europe Europe Europe Europe Europe Asia North America

59.7 million 55.7 million 52.7 million 43.6 million 28.1 million 27.0 million 26.9 million 24.6 million 22.4 million

55.0 million 50.9 million 52.2 million 43.2 million 28.2 million 25.5 million 24.2 million 23.6 million 21.5 million

8.70% 9.40% 1.00% 0.90% -0.20% 5.90% 10.90% 3.90% 4.40%

International tourism receipts


International tourism receipts grew to US$919 billion (693 billion) in 2010, corresponding to an increase in real terms of 4.7% from 2009. The World Tourism Organization reports the following countries as the top ten tourism earners for the year 2010, with the United States by far the top earner
RANK COUNTRY UNWTO REGIONAL MARKET North America INTERNATIONAL TOURISM RECIEPTS $103.5 billion

United States

1
Spain 2 France Europe $46.3 billion Europe $52.5 billion

3
4 China Asia $45.8 billion

Italy

Europe

$38.8 billion

5
6 Germany Europe $34.7 billion

United Kingdom

Europe

$30.4 billion

7
8 Australia Oceania $30.1 billion

Hong Kong (China)

Asia

$23.0 billion

10

Turkey

Europe

$20.8 billion

International tourism expenditures


The World Tourism Organization reports the following countries as the top ten biggest spenders on international tourism for the year 2010.

RANK

COUNTRY

UNWTO REGIONAL MARKET Oceania Europe Europe Asia North America Europe Europe Asia North America Europe

INTERNATIONAL TOURISM EXPENDITURES $22.5 billion $26.5 billion $27.1 billion $27.9 billion $29.5 billion $39.4 billion $48.6 billion $54.9 billion $75.5 billion $77.7 billion

10 9 8 7 6 5 4 3 2 1

Australia Russia Italy Japan Canada France United Kingdom China United States Germany

INDIAN SCENARIO
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. In 2010, total Foreign Tourist Arrivals (FTA) in India were 5.78 million and India generated about 200 billion US dollars in 2008 and that is expected to increase to US$375.5 billion by 2018 at a 9.4% annual growth rate. The majority of foreign tourists come from USA and UK. Kerala, Tamil Nadu, Delhi, Uttar Pradesh and Rajasthan are the top five states to receive inbound tourists. Domestic tourism in the same year was 740 million. Andhra Pradesh, Uttar Pradesh, Tamil Nadu and Maharashtra received the big share of these visitors. Ministry of Tourism is the nodal agency to formulate national policies and programmes for the development and promotion of tourism. In the process, the Ministry consults and collaborates with other stakeholders in the sector including various Central Ministries/agencies, the state governments and union territories and the representatives of the private sector. Concerted efforts are being made to promote new forms of tourism such as rural, cruise, medical and eco-tourism. The Ministry of Tourism also maintains the India campaign. According to World Travel and Tourism Council, India will be a tourism hot-spot from 2009 to 2018, having the highest 10-year growth potential. The Travel & Tourism Competitiveness Report 2007 ranked tourism in India sixth in terms of price competitiveness and 39th in terms of safety and security. Despite short- and medium-term setbacks, such as shortage of hotel rooms, tourism revenues are expected to surge by 42% from 2007 to 2017. India's rich history and its cultural and geographical diversity make its international tourism appeal large and diverse. It presents heritage and cultural tourism along with medical, business and sports tourism. India has one of the largest and fastest growing medical tourism sectors. Size of the Industry: 5 million annual foreign tourist arrivals and 562 million domestic tourism visits. Geographical distribution: Hyderabad, Assam, Delhi, Goa, Shimla, Jammu and Kashmir, Shimoga, Kerala, Ajanta, Puri , Amritsar, Jaipur , Chennai , Varanasi, Kolkata, etc Output per annum: Increased 7 % per annum Percentage in world market: 6.5% share Market Capitalization: 6.23% of GDP

India in recent years has gained good exponential growth in the Tourism Industry. Today India is the preferred destination for both overseas and domestic travelers. India provides the facility to Tourists of international origin to understand and experience cultural diversity of the country. According to Indian official estimates the tourism in India has outperformed the global tourism industry in accordance with the growth, volume of foreign tourists & even the revenue. Tremendous growth in the Indian economy is the main reason for the growth in tourism in India. Though the infrastructure is still a constraint it sustains the current growth and that the government should invest in infrastructure like transport, accommodation, better roads, health and hygiene, etc. for the growth of the industry has invested in new technology like CRM tools and state of the art security systems. Indias tourism industry is experienced a strong period of growth which is drived by the burgeoning Indian middle class and high spending foreign tourists with coordinated government campaigns to promote Incredible India

Indias travel and tourism industry is one of the most profitable industries in the country, and also credited with contributing a substantial amount of foreign exchange. This is illustrated by the fact that during 2010, 5.78 million tourists visited India and spent US $200 billion. The tourism industry in India is substantial and vibrant, and the country is fast becoming a major global destination. In other word 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. Several reasons are cited for the growth and prosperity of Indias travel and tourism industry. The booming IT and outsourcing industry in growing number of the business trips are made by foreigners to India, who will often add a weekend break or longer holiday to their trip. Foreign tourists spend more in India than almost any other country worldwide.

Top leading companies in the industry are Thomas Cook, Cox and Kings, SOTC, RCI, Emirates, Indian Airlines, British Airways and so on.

RECENT DEVELOPMENTS
There has been an up-trend in tourism over the last few decades, especially in Europe, where international travel for short breaks is common. Tourists have a wide range of budgets and tastes, and a wide variety of resorts and hotels have developed to cater for them. For example, some people prefer simple beach vacations, while others want more specialized holidays, quieter resorts, family-oriented holidays or niche market-targeted destination hotels. The developments in technology and transport infrastructure, such as jumbo jets, low-cost airlines and more accessible airports have made many types of tourism more affordable. On April 28, 2009 The Guardian noted that "the WHO estimates that up to 500,000 people are on planes at any time." There have also been changes in lifestyle, for example some retirement-age people sustain year round tourism. This is facilitated by internet sales of tourist services. Some sites have now started to offer dynamic packaging, in which an inclusive price is quoted for a tailor-made package requested by the customer upon impulse. There have been a few setbacks in tourism, such as the September 11 attacks and terrorist threats to tourist destinations, such as in Bali and several European cities. Also, on December 26, 2004, a tsunami, caused by the 2004 Indian Ocean earthquake, hit the Asian countries on the Indian Ocean, including the Maldives. Thousands of lives were lost including many tourists. This, together with the vast clean-up operations, stopped or severely hampered tourism in the area for a time. The terms tourism and travel are sometimes used interchangeably. In this context, travel has a similar definition to tourism, but implies a more purposeful journey. The terms tourism and tourist are sometimes used pejoratively, to imply a shallow interest in the cultures or locations visited by tourists. Sustainable tourism "Sustainable tourism is envisaged as leading to management of all resources in such a way that economic, social and aesthetic needs can be fulfilled while maintaining cultural integrity, essential ecological processes, biological diversity and life support systems." (World Tourism Organization)

Sustainable development implies "meeting the needs of the present without compromising the ability of future generations to meet their own needs." (World Commission on Environment and Development, 1987) Sustainable tourism can be seen as having regard to ecological and socio-cultural carrying capacities and includes involving the community of the destination in tourism development planning. It also involves integrating tourism to match current economic and growth policies so as to mitigate some of the negative economic and social impacts of 'mass tourism'. Murphy (1985) advocates the use of an 'ecological approach', to consider both 'plants' and 'people' when implementing the sustainable tourism development process. This is in contrast to the 'boosterism' and 'economic' approaches to tourism planning, neither of which considers the detrimental ecological or sociological impacts of tourism development to a destination However, Butler questions the exposition of the term 'sustainable' in the context of tourism, citing its ambiguity and stating that "the emerging sustainable development philosophy of the 1990s can be viewed as an extension of the broader realization that a preoccupation with economic growth without regard to its social and environmental consequences is selfdefeating in the long term." Thus 'sustainable tourism development' is seldom considered as an autonomous function of economic regeneration as separate from general economic growth Ecotourism Ecotourism, also known as ecological tourism, is responsible travel to fragile, pristine, and usually protected areas that strives to be low impact and (often) small scale. It helps educate the traveller; provides funds for conservation; directly benefits the economic development and political empowerment of local communities; and fosters respect for different cultures and for human rights. Pro-poor tourism Pro-poor tourism, which seeks to help the poorest people in developing countries, has been receiving increasing attention by those involved in development; the issue has been addressed through small-scale projects in local communities and through attempts by Ministries of Tourism to attract large numbers of tourists. Research by the Overseas Development Institute

suggests that neither is the best way to encourage tourists' money to reach the poorest as only 25% or less (far less in some cases) ever reaches the poor; successful examples of money reaching the poor include mountain-climbing in Tanzania and cultural tourism in Luang Prabang, Laos. Recession tourism Recession tourism is a travel trend, which evolved by way of the world economic crisis. Identified by American entrepreneur Matt Landau (2007), recession tourism is defined by low-cost, high-value experiences taking place of once-popular generic retreats. Various recession tourism hotspots have seen business boom during the recession thanks to comparatively low costs of living and a slow world job market suggesting travelers are elongating trips where their money travels further. Medical tourism When there is a significant price difference between countries for a given medical procedure, particularly in Southeast Asia, India, Eastern Europe and where there are different regulatory regimes, in relation to particular medical procedures (e.g. dentistry), traveling to take advantage of the Educational tourism Educational tourism developed, because of the growing popularity of teaching and learning of knowledge and the enhancing of technical competency outside of the classroom environment. In educational tourism, the main focus of the tour or leisure activity includes visiting another country to learn about the culture, such as in Student Exchange Programs and Study Tours, or to work and apply skills learned inside the classroom in a different environment, such as in the International Practicum Training Program. Creative tourism Creative tourism has existed as a form of cultural tourism, since the early beginnings of tourism itself. Its European roots date back to the time of the Grand Tour, which saw the sons

of aristocratic families traveling for the purpose of mostly interactive, educational experiences. More recently, creative tourism has been given its own name by Crispin Raymond and Greg Richards, who as members of the Association for Tourism and Leisure Education (ATLAS), have directed a number of projects for the European Commission, including cultural and crafts tourism, known as sustainable tourism. They have defined "creative tourism" as tourism related to the active participation of travellers in the culture of the host community, through interactive workshops and informal learning experiences.[31] Meanwhile, the concept of creative tourism has been picked up by high-profile organizations such as UNESCO, who through the Creative Cities Network, have endorsed creative tourism as an engaged, authentic experience that promotes an active understanding of the specific cultural features of a place. More recently, creative tourism has gained popularity as a form of cultural tourism, drawing on active participation by travelers in the culture of the host communities they visit. Several countries offer examples of this type of tourism development, including the United Kingdom, the Bahamas, Jamaica, Spain, Italy and New Zealand. Dark tourism One emerging area of special interest has been identified by Lennon and Foley (2000)[32][33] as "dark" tourism. This type of tourism involves visits to "dark" sites, such as battlegrounds, scenes of horrific crimes or acts of genocide, for example: concentration camps. Dark tourism remains a small niche market, driven by varied motivations, such as mourning, remembrance, education, macabre curiosity or even entertainment. Its early origins are rooted in fairgrounds and medieval fairs. Doom tourism Also known as "Tourism of Doom," or "Last Chance Tourism" this emerging trend involves traveling to places that are environmentally or otherwise threatened (the ice caps of Mount Kilimanjaro, the melting glaciers of Patagonia, The coral of the Great Barrier Reef) before it is too late.

Identified by travel trade magazine Travel Age West editor-in-chief Kenneth Shapiro in 2007 and later explored in The New York Times, this type of tourism is believed to be on the rise.

Some see the trend as related to sustainable tourism or ecotourism due to the fact that a number of these tourist destinations are considered threatened by environmental factors such as global warming, over population or climate change. Others worry that travel to many of these threatened locations increases an individuals carbon footprint and only hastens problems threatened locations are already facing.

PREDICTED SCENARIO OF INDUSTRY


The World Tourism Organization (UNWTO) forecasts that international tourism will continue growing at the average annual rate of 4 %. With the advent of e-commerce, tourism products have become one of the most traded items on the internet. Tourism products and services have been made available through intermediaries, although on intermediaries from both on-line and traditional shops. It has been suggested there is a strong correlation between tourism expenditure per capita and the degree to which countries play in the global context. Not only as a result of the important economic contribution of the tourism industry, but also as an indicator of the degree of confidence with which global citizens leverage the resources of the globe for the benefit of their local economies. This is why any projections of growth in tourism may serve as an indication of the relative influence that each country will exercise in the future. Space tourism is expected to "take off" in the first quarter of the 21st century, although compared with traditional destinations the number of tourists in orbit will remain low until technologies such as a space elevator make space travel cheap. Technological improvement is likely to make possible air-ship hotels, based either on solarpowered airplanes or large dirigibles. Underwater hotels, such as Hydropolis, expected to open in Dubai in 2009, will be built. On the ocean, tourists will be welcomed by ever larger cruise ships and perhaps floating cities.

CHAPTER-3 COMPANY PROFILE

HISTORY
1841 - Thomas Cook arranged an 11-mile train journey for a motley group of passengers from Leicester to Loughborough. 1881 - Thomas Cook started its India operations, with its first office being Kolkata under the aegis of Thomas Cook Overseas Limited 1978 - Thomas Cook (India) Ltd came into existence. 1983 - Makes its first public issue 2000 - Commenced its operations in Mauritius and also acquired the Sri Lanka business from Thomas Cook Overseas Ltd, UK. 2006 Acquired TCI and LKP Forex 2008 Thomas Cook UK plc acquired Thomas Cook (India) Ltd set up in

About Thomas Cook Group plc

The oldest and most respected name in the travel business Thomas Cook Group plc was formed on 19 June 2007 by the merger of Thomas Cook AG and MyTravel Group plc. One of the worlds leading leisure travel groups with Sales of around 9 billion (12 billion) 19 million customers 30,000 employees Fleet of 97 aircrafts Network of over 3,000 owned or franchised travel stores A number of hotels and resort properties.

Operations in four regions: UK & Ireland Continental Europe (Germany, Austria, Belgium, France, the Netherlands, Poland, Hungary, Slovenia and Slovakia) Northern Europe (Sweden, Norway, Denmark, Finland) North America (Canada and USA); and German airlines operating under the Condor brand. But right now Thomas Cook India Ltd is not under Thomas Cook Group plc. Fairbridge Capital (Mauritius) Ltd has brought it . Fairbridge is a wholly owned subsidiary of Fairfax Financial Holdings Ltd, a Toronto based financial services holding company with a global presence in insurance and reinsurance and a portfolio of assets in excess of $30 billion invested worldwide.

VISION & MISSION OF TCIL


VISION We go further to make dreams come true. MISSION PRIDE P-Pioneering our future R-Respect for Individuals and United as one team I-Integrity D-Delighting the Customer E-Excellence

OPERATIONAL STRENGTH
Market Capitalization - 12.68 billion

Over a million customers

GOVERNANCE OF THOMAS COOK (INDIA) LIMITED


Thomas Cook (India) Limited is a public Limited Company and is managed by a Board of Directors. As a part of its Corporate Governance practices, TCIL has the following sub-committees of the Board : Audit Committee Recruitment and Remuneration Committee Share Transfer & Share Holders / Investors Grievance Committee Sub-Committee Management Committee

The Executive Committee (or EXECOM for short), which constitutes the Managing Director, Executive Directors and Presidents & Heads of all Businesses and Support Services, the Coos and VP Finance & Controller, steers the strategic direction of the Company.

All crucial decisions related to investments, new initiatives, critical market developments and challenges, strategic direction of the company, budgeting and planning activities, key achievements, developments in key projects, are all keenly tracked by the Execom members in their periodic meetings. The Execom also plays a critical role in optimising company resources at a company-wide level. The Executive Committee members are: Mr. Madhavan Menon, Managing Director Mr. Rakshit Desai, Executive Director-Travel Services Mr. Vinayak Purohit, Executive Director Finance Dr. D. Prasanth Nair, President & Head Human Resources & Special Projects

Ms. Nalini Gupta, President & Head Marketing Mr. Amitabh Pandey, President & Head E Business Mr. R. Kenkare, President & Head Legal & Company Secretary Mr. Anil Srinivasan, COO Visa & Passport Services & Sri Lanka Operations Mr. Vishal Suri, COO Leisure Outbound Mr. Sunit Suri COO Leisure Travel (Inbound) Mr. Debasis Nandy, Vice President Finance & Controller

Key Measures Initiated / Planned by the Company


Service Quality & Customer Care Initiatives Initiatives in HR & Center of Learning Business Initiatives : U Special MICE E Business Visa Services

Future Plans
Organic Inorganic Acquire relevant entities to give fillip to product expansion Acquisitions to help growth in other businesses Expand into new locations, add new products, cross sell across businesses

Products Launch products that are extensions of current operation Research and innovative offerings in the travel sector

Value Chain Margins Partnerships with suppliers to add customer values

CORE BUSINESSES
Foreign Exchange Travel and travel related services Leisure Travel Inbound Leisure Travel Outbound & Domestic Travel Corporate Travel

Financial Services Insurance, Credit Cards E Business - Travel Portal & Call Centre Visa & Passport Services

FOREIGN EXCHANGE
TCIL is one of the Indias largest foreign exchange dealers in both wholesale and retail segments of the market. It is one of the few non-banking institutions to have been granted an Authorised Dealers license to deal in foreign exchange by the Reserve Bank of India. As Authorised Dealers in foreign exchange it provides foreign exchange and payment solutions for leisure and business travellers, students going abroad for higher studies, people travelling for employment, medical treatment, emigration etc. The merger of LKP Forex with the Company gives an opportunity to grow business with expanded product portfolio through enhanced network. Forex Business Model The Company has been granted an authorized dealers license (category II) by RBI to deal in foreign exchange through its designated branches. Under this license, we have been, interalia, granted permission to undertake the following activities: 1. Retail purchases of foreign currencies and travellers cheques. 2. Bulk purchases/sales of foreign currencies from/to authorized dealers, money changers and franchisees. 3. Release / remittance of foreign exchange for the following activities: a. Private Visits b. Remittance by tour operators/travel agents to overseas agents/principals/hotels c. Business Travel (including for Central and State Government officials)

d. Fee for participation in global conferences and specialized training e. Payment of crew wages f. Film Shooting g. Medical Treatment abroad h. Overseas Education i. Remittance under educational tie up arrangements with universities abroad j. Maintenance of close relatives abroad k. Stall rentals and participation fees in connection with participation in overseas exhibitions / fairs 4. Import and export of foreign currency and export of encashed Travelers Cheques 5. Maintenance of foreign currency accounts with banks abroad and undertaking forex cover operations in India and abroad. The activities permitted by RBI are carried out only at the specific locations permitted by RBI. As an Authorized Dealer, TCIL is a member of the Foreign Exchange Dealers Association of India. Its Forex business can be classified into two segments Retail and Bulk (Wholesale) business. Retail business relates to providing foreign exchange services to travelers visiting India or going out of India. Bulk business comprises providing currency buying and selling services to institutions like banks, FFMCs, RMCs etc. The Company consolidates the offloaded currencies at a central place and then physically exports them to banks in other parts of the World to receive credit for the same in the companys NOSTRO accounts maintained with them. TCIL earns its revenue from the spread between the buy and sell rate for forex and commissions for its services.

Customers of Forex
Individual travellers Foreign exchange for leisure outbound travellers Foreign Exchange for migration, employment, medical treatment Remittances for students studying abroad, conferences, etc. Encashment services & inward remittances for inbound tourists visiting India, Non Resident / Resident Indians

Corporates Travel money and remittances for business travelers On site support for inbound tour conferences Film production houses travelling for shoots abroad Remittances of tour proceeds for tour operators

Institutions Bulk purchase and sale of foreign currencies from /to Banks and Money Changers

Products and Services Bank Notes in 26 currencies Travelers Cheques in 6 currencies American Express Travelers Cheques accepted worldwide. Pre Paid Cards Global Money and CitiWorld Money and Axis Cards Cash access from 1 million VISA/VISA Electron ATMs and POS acceptance. Drafts Issued in 7 currencies. SWIFT wire transfers in 7 currencies Funds remitted to credit of account or collected from network of correspondent banks worldwide MoneyGram inward money transfers Cash Advances against International Credit Cards issued overseas

TRAVEL AND TRAVEL RELATED SERVICES i. LEISURE TRAVEL (INBOUND)

Inbound Tourist refers to tourists/ travellers coming to India. Inbound tour operators promote India as a tourist destination. TCIL organize tours for foreign tourist visiting India. They organize Individual tours, Group tours and Conferences. Various services offered in inbound business are accommodation, ticketing, roundtrip, and excursion, land arrangements, airport transfer etc. These services are procured from providers of these services like hotels, airlines, transporters, guides etc. within India. Customers are typically individuals and are sourced by overseas principals, tour operators or travel agents. TCI, one of the subsidiaries is among the leaders in inbound tourism and works closely with tour operators worldwide.

TCI has a widely distributed network of travel agents and tour operators worldwide. It has around 20 offices in India and a total of 11 offices in USA, Canada, UK, France, Germany, Spain, China, Korea, Japan and Australia. They also act as a ground handling agent domestically for Charter flights coming from international destinations. Also offer customized individual holidays, group escorted holidays, MICE (Meeting, Incentive, Conference and Exhibition) arrangements and emergency medical assistance. Inbound travellers handled by our Company are primarily from Europe and USA. The company enters into business arrangements with the foreign tour operators for servicing their customers when they arrive in India.

ii.

LEISURE TRAVEL (OUTBOUND & DOMESTIC)

Outbound tourist refers to Indian Nationals travelling out of India. The Company offers outbound tour packages across approximately 50 Countries. Outbound packages include various services like air tickets, visa, travel insurance, airport transfer, hotel accommodation, sightseeing, etc. Outbound is further classified into following categories: 1. Group Escorted Holidays: These are ready made packages where a group of travelers is escorted by a Tour Manger. 2. Customised Individual Holidays: Tailor made packages based on individual requirements 3. MICE: Dealers/Employees are sent on tour by Corporates. 4. Sales agency amongst others for Star Cruise, Rail Europe, Globus, Cosmos Tours, Greyhound, Amtrak, Rocky Mountaineer Vacations, Japan Rail and Costa Cruises

CRUISE PRODUCTS THAT TCIL OFFER


AS TCI and Thomas Cook o Thomas Cook PSA

Star Cruises (5 Ships) Norwegian Cruise Lines (14 Ships) Viking River Cruises (22 Ships) Disney Cruise Lines (02 Ships) o TCI - PSA

Costa Cruises (14 Ships)

The other cruise lines that we promote Discover the World Marketing Carnival Cruise Lines (16 Ships)

Interglobe Cruises Cunard Cruises (2 Ships) Princess Cruises (17 Ships) Ocean Village Cruises (2 Ships) P & O Cruises UK (7 Ships) P & O Cruises Australia (2 Ships) Yachts of Seabourn (3 Ships)

iii.

DOMESTIC LEISURE

Domestic Travel refers to Indian Nationals (Tourists, Business Travellers, Students, Leisure travellers) travelling within India. Various services offered are accommodation, ticketing, roundtrip, excursions, land arrangements, airport transfer, etc. These services are procured from service providers like hotels, airlines, transporters, guides, etc. TCI, specializes in special interest and incentive tours, conferences and air charter / cruise ship ground operations. It operates its own Taj Mahal Tour and Delhi City Tour and is a General Sales Agent (GSA) for the Palace on Wheels and the Deccan Odyssey.

Destinations featured in this segment are: Historical & Cultural Holidays Agra, Aurangabad, Hampi, Hyderabad, Mysore, Udaipur, Jaipur, Jodhpur, Kathmandu, Gangtok, Bhutan etc Heritage Holidays Jaipur, Bikaner, Jodhpur, Khimsar, Gwalior, Orchha, Khajuraho, Kawardha, Chettinad, etc Beach Holidays Diu, Tarkarli, Goa, Varkala, Lakshadweep, Andaman, Covelong, Vizag, Puri etc Hill Stations Srinagar, Pahalgam, Shimla, Manali, Dalhousie, Mussoorie, Nainital, Mahabaleshwar, Matheran, Pachmarhi, Mount Abu, Darjeeling, Ooty, Kodaikanal, Coorg, Munnar, Wayanad etc. Pilgrim Holidays - Haridwar, Ajmer, Shirdi, Vaishnodevi, Tirupati, Palitana, Rameshwar, Dwarka, Do Dham, Char Dham, Amarnath Yatra etc Adventure Holidays Gulmarg, Shimla, Manali, Dharamshala, Auli, Rishikesh, Pokhara, etc activity based locations. Wildlife Safaris Corbett, Ranthambore, Chitwan, Kaziranga, Kanha, Bandhavgarh, Thekkdy, Pench, Nagarhole, Bandipur, etc Wellness Holidays Rishikesh, Kovalam, Kumarakom, Goa, Kolkata, Mahabaleshwar, etc.

iv.

CORPORATE TRAVEL

Thomas Cook (India) effectively manages the travel budgets of several large national and multinational companies. Handing higher volumes results in effectively able to negotiate preferential rates with principals, consequences leading to meaningful savings for the companys corporate clients. For personalized service at corporate doorsteps, Thomas Cook sets up On-sites, which are CRS-linked and offers comprehensive end to end travel solutions Servicing Model of Corporate Travel Implant Servicing Servicing from the customers premises Dedicated back office servicing : Service Excellence Centre (SEC) a state of the art centralized fulfillment Dedicated lines and staff to service a particular Corporate Has capability for 24 X 7 fulfillment of all travel services Back office functionalities International Domestic Visas Revenue streams of Corporate Travel Fee IATA Commission from airline Management Fee from customer Transaction fee from customer Cost plus models paid by customer Commission from Hotel and Car bookings Productivity Linked Bonus from preferred carriers GDS Revenues from Central Reservation System

Tour packages offered by the company


International Group Tours

Dubai package Singapore package Hong Kong package Thailand package Australia package Africa package USA package Europe package International Customised Tours

China tour Malaysia tour Maldives tour Switzerland tour USA tour Europe tour Srilanka tour Thailand tour Packages in India

Kashmir tour Himachal tour Uttarakhand tour Kerala tour Chardham tour Rajasthan tour Goa tour Vaishnodevi tour Ladhak tour

FINANCIAL SERVICES
1. Travel Insurance Insurance business of being carried out through our 100% subsidiary - Thomas Cook Insurance Services (I) Ltd. (TCISL). TCISL is a corporate agent of Tata AIG General Insurance Company Limited. TCISL entered insurance distribution in 2001 and offers the following products and services: TravelCare (Overseas Travel Insurance) - Travel Care offers security for travelers which covers travel insurance, hospitalization, loss of documents, Repatriation of Remains, emergency Cash Advance or any other crises which requires assistance. FamilyCare - An Overseas travel Insurance cover for entire family of 4-5 persons with single overall sum insured. ScholarCare (Overseas Student Insurance) A customized product for all students studying abroadwhich ensures timely assistance in case of unexpected surprises in a foreign land. CorporateCare (Overseas Corporate Travel Insurance) - For Companies where employees travel abroad frequently on work, there are customized group policies. All foreign trips undertaken by employees in a year are covered under a single policy. TCISL provides all insurance products at all our outlets, leveraging on ability to cross sell insurance products to our Travel and Forex customers. 2. Thomas Cook Credit Card The Company has recently launched the Thomas Cook Credit card in association with ICICI Bank Limited. The Company and ICICI Bank are marketing and issuing a Co-branded Credit Card to the customers for using the same at various Master Card retail merchant establishments for availing benefits attached to the said card. The card has been devised as part of loyalty program for the products of the company with benefits attached to spend through the card at Thomas Cook outlets.

Salient Features: Thomas Cook Titanium MasterCard features in brief: The card has been specially designed for frequent travellers. Attractive 6 reward points for each spend of Rs.100 on the card on Thomas Cook products o Free Delivery of Foreign Exchange within city limits Rs 5000 discount on any Thomas Cook GIT product 1 Free Air ticket to a domestic destination on the issuance of new card Complimentary travel inconvenience insurance policy Access to MasterCard travel lounges at Airports across the world Redemption of reward points for Thomas Cook holiday packages, hotel stays, air tickets, airline upgrades, etc Conversion of Thomas Cook reward points to frequent flyer miles - convert the reward points earned on card to frequent flyer miles on select domestic airlines. Positioned as a comprehensive travel card Assured gifts for the joining fees free air ticket / discount voucher Higher reward points for card swipes at Our Companys outlets Redemption of reward points against Thomas Cook products encouraged

E BUSINESS
The B2C (Business to Customer) portal includes: o Domestic and international flight bookings o LCCs - Spicejet, Indigo and GoAir o international hotel booking o Insurance o Rail Europe o Costa Cruises o Online Payments options credit cards, ebanking ,cash cards For the GCPs and PSAs, B2B (Business to Business) functionalities have been added o Payment through credit, invoicing etc.,

Added functionalities and processes for staff use and direct accountal into SAP o Refined the processes to suit etc., o Avoided accountal through FOS operational conditions, like counter receipts,

Added functionalities for small and medium scale corporates with self booking and backend support functionalities o Group and Users Management, Booking and invoicing from support team.

VISA & PASSPORTS SERVICES


Presence in major cities Delhi, Mumbai, Chennai, Kolkata, Bangalore. Automation has ready knowledge centre and visa tracker. Team 50 resources across country. Offers wide range of services.

SERVICES ON OFFER Visa Consultation and Facilitation Meet and Assist Services (For Embassies where Personal Presence is required) Passports- processing for New, Renewal, Change of Address and other amendments in the passport Attestation and authentication of documents Translation of documents Meet and Assist for Foreigners Regional Registration Office (FRRO)

CHAPTER-4 DEPARTMENT ANALYSIS

Human Resource Department


HR department is one of the most important departments in Thomas Cook. It is headed by Mr. Maharuk Dosabai. HR department has two sub-divisions. One is remuneration and the other is Compensation. The remuneration division takes care of the salary and payroll of employees and the compensation division takes care of the compensation part. An important function of HR department is recruitment. In TCIL the recruitment takes place mainly through consultancy referrals, employee referrals, and from campus. They put up advertisements in news papers and other Medias and encourage walk-ins. Thomas Cook also conduct job fairs as a part of their recruitment. Employee communication is another function of HR. It is the HR department which communicates to all the employees if there is any change in structure of the organization, process change, status of employees, performance, future plan etc. They also organize games, festivals, outdoor events, role of honors etc for employees. Service Quality Team Service Quality team is another department under HR. This team looks into the service quality of all the businesses of TCIL. It takes care of the direct customer interaction in outbound and inbound counters. The inbound counters take feedback from customers, analyze them and make improvements. It imparts training to forex counters for improving their behavior, gestures, talks to customers. Centre of Learning It has tie up with Indian Institute of Tourism and Travel management. They provide training and development to new employees, new products etc. It is headed by Farah Muncherjie. They also organize some programs like educational programs for permanent employees. Now they are planning to segregate it as a different team all together.

Finance department
Finance department controls the finance of the organization. It mainly deals with the nonoperating income of the organization. It looks into the cost control measures. If the utility bill is going high in the organization, it analyses where it is going high and then controls it.

For example the utility bill may be going high due to the unnecessary use of photocopy machines. Then they analyse the problems and checks it out and controls it by informing the respected branch. All financial obligations made by employees (eg. Sales people) are taken care of by the finance department. It is the finance team who decides the bad debts etc. they also does the financial analysis of the company when they plan to acquire it.

Balance Sheet of Thomas Cook (India) Dec '11 Sources Of Funds Total Share Capital Equity Share Capital Share Application Money Preference Share Capital Reserves Revaluation Reserves Networth Secured Loans Unsecured Loans Total Debt Total Liabilities Application Of Funds Gross Block Less: Accum. Depreciation Net Block Capital Work in Progress Investments Inventories Sundry Debtors Cash and Bank Balance Total Current Assets Loans and Advances Fixed Deposits Total CA, Loans & Advances Deffered Credit Current Liabilities Provisions Total CL & Provisions Net Current Assets Miscellaneous Expenses Total Assets Contingent Liabilities Book Value (Rs) 141.39 71.41 69.98 2.48 197.42 0 193.3 245.53 438.83 118.58 0.82 558.23 0 230.96 14.36 245.32 312.91 0 582.79 136.27 16.7 21.79 21.2 0 0.59 332.84 0 354.63 2.21 225.93 228.14 582.77 Dec '11

----------------- in Rs. Cr. -------------------

Dec '10

Dec '09

Dec '08

Dec '07

21.77 21.18 0 0.59 284.61 0 306.38 1.98 196.75 198.73 505.11 Dec '10 136.4 70.87 65.53 5.27 197.41 0 186.33 107.13 293.46 126.8 1.25 421.51 0 173.58 11.04 184.62 236.89 0 505.1 74.52 14.44

21.74 21.14 0 0.59 250.79 0 272.53 0.48 167.1 167.58 440.11 Dec '09 123.79 63.41 60.38 2.27 192.54 0 172.12 116.85 288.97 91.4 1.26 381.63 0 184.73 11.98 196.71 184.92 0 440.11 41.06 12.86

121.67 16.08 0 105.59 75.71 0 197.38 0.01 257.4 257.41 454.79 Dec '08 114.92 55.95 58.97 1.04 192.54 0 105.69 131.75 237.44 91.12 1.24 329.8 0 113.2 14.36 127.56 202.24 0 454.79 28.95 5.71

119.95 16.08 0 103.88 56.01 0 175.96 0.07 283.17 283.24 459.2 Dec '07 105.71 49.93 55.78 3.77 192.67 0 140.31 143.91 284.22 81.02 2 367.24 0 143.17 17.1 160.27 206.97 0 459.19 12.03 4.48

Profit & Loss account of Thomas Cook (India)

------------------- in Rs. Cr. -------------------

Dec '11 Income Sales Turnover Excise Duty Net Sales Other Income Stock Adjustments Total Income Expenditure Raw Materials Power & Fuel Cost Employee Cost Other Manufacturing Expenses Selling and Admin Expenses Miscellaneous Expenses Preoperative Exp Capitalised Total Expenses Operating profit PBDIT Interest PBDT Depreciation Other Written Off Profit Before Tax Extra-ordinary items PBT (Post Extra-ord Items) Tax Reported Net Profit Total Value Addition Preference Dividend Equity Dividend Corporate Dividend Tax Per share data (annualised) Shares in issue (lakhs) Earning Per Share (Rs) Equity Dividend (%) Book Value (Rs) 325.26 0 325.26 15.49 0 340.75 0 0 121.8 0 83.93 26.71 0 232.44 Dec '11 92.82 108.31 22.34 85.97 11.47 0 74.5 8.37 82.87 26.96 55.91 232.43 0 7.95 1.23 2,120.07 2.64 37.5 16.7

Dec '10 267.36 0 267.36 15.15 0 282.51 0 0 98.43 0 72.05 22.85 0 193.33 Dec '10 74.03 89.18 21.27 67.91 11.59 0 56.32 6.82 63.14 21.61 41.54 193.33 0 7.94 1.32 2,118.08 1.96 37.5 14.44

Dec '09 243.09 0 243.09 -0.14 0 242.95 0 0 83.26 0 82.61 18.83 0 184.7 Dec '09 58.39 58.25 20.09 38.16 9.85 0 28.31 5.8 34.11 11.94 22.16 184.71 0.08 7.93 1.36 2,114.47 1.04 37.5 12.86

Dec '08 274.76 0 274.76 -2.31 0 272.45 0 0 81.53 0 83.64 19.62 0 184.79 Dec '08 89.97 87.66 35.02 52.64 8.88 0 43.76 6.69 50.45 20.26 33.39 184.79 1.35 7.93 1.58 1,607.96 1.99 37.5 5.71

Dec '07 238.2 0 238.2 6.11 0 244.31 0 0 63.23 0 86 19.96 0 169.19 Dec '07 69.01 75.12 31.77 43.35 7.86 0 35.49 3.8 39.29 5.87 33.41 169.2 4.32 8.04 2.1 1,607.82 1.81 50 4.48

Sales Turnover
350 300 250 200 150 100 50 0 '11 '10 '09 '08 '07 Sales Turnover

This graph indicates that the sales turnover has increased from the year 2007 to 2008. Then a slight decrease in the year 2009 after which it shows a constant increase till 2011.

Net Profit
60 50 40 30 20 10 0 '11 '10 '09 '08 '07 Reported Net Profit

As that of the sales turnover, there is a decrease in profit in the year 2009 after which it shows a huge increase in the years 2010 and 2011. From this graph its clear that Thomas Cook India Ltd is in its growth face.

Earning Per Share (Rs)


3 2.5 2 1.5 1 0.5 0 '11 '10 '09 '08 '07 Earning Per Share (Rs)

Equity Dividend (%)


60 50 40 30 20 10 0 '11 '10 '09 '08 '07 Equity Dividend (%)

The equity dividend is highest in the year 2007 and then its almost the same in the consecutive years till 2011. Though in 2011 there is high profit, the equity dividend has not increased as the company had to spend lot of cost on its expansion.

Administration department
Administration department looks into the administration of an organization. In Thomas Cook India Ltd the Admin head is Sukumar Suresh. This department looks into the day to day office functions of the company. These functions include checking out the electrical problems, seating for new employees, printing of visiting cards, proper working of toilets, maintaining office infrastructure, etc. They also look into the out sourcing of construction of building to vendors, check it etc.

Marketing department
Marketing department looks into the marketing of products and services of the company. TCIL have separate marketing team for each division. The marketing team under outbound department looks into the outbound marketing strategies. The marketing team under inbound department looks into the inbound marketing strategies. The marketing team finds out the apt time and apt channel for promotional activities. The marketing team decides upon whether there is a need for separate budget for advertisements. They also decide upon when where why to promote etc. TCIL uses print and visual Medias to advertise. In print media they usually go for pamphlets in newspapers, leaflets, samples in some offices, prints on envelopes for forex currencies etc. The marketing team under leisure travel uses the strategy of distributing caps, t-shirts, bags with TCIL logo to the tourists. Other than these departments there are separate departments for leisure travel inbound, leisure travel outbound and forex whose functions are already explained in last chapter.

CHAPTER-5 SWOT ANALYSIS

SWOT ANALYSIS

Strength Integrated provider of travel & forex related services Leadership & highly differentiated presence in forex market Established institutional customer base Strong domestic retail presence & growing overseas presence Strong brand equity High integrity and transparency levels Customer focus Strong information technology infrastructure set-up Strategic Alliances / Tie Ups Weakness Credit to corporate Lack of effective advertising through mass media. Opportunity Advertising through mass media Opening branches in thirunelveli Forex counter at Coimbatore Threats Global recession Competitors

STRENGTH

Integrated provider of travel & forex related services TCIL is an integrated provider of travel & forex related services such as travel management, airline ticket and hotel booking, package tours, travel insurance, emergency services and providing forex to domestic and foreign tourists and business travellers and forex services to other forex dealers as well. Provide one stop shop for all the travel requirements from visa to ticketing to holidays to insurance to foreign exchange under one roof. This cross selling of products facilitates the customers, thereby, making it their unique selling proposition. Leadership & highly differentiated presence in forex market TCIL is one of the few non-banking institutions to have been granted Authorized Dealer (AD Category II) license by the RBI. AD license, combined with strong network, helps to offer the widest possible product suite in a cost efficient manner. Merger of LKP Forex has further strengthened their leadership as a Foreign Exchange service provider. Established institutional customer base Countrys top public and private sector banks are customers of their wholesale forex services Ability to service both institutional and retail customers Provides travel management services for business travel and services to leading corporates including Multi National Companies in India

Strong domestic retail presence & growing overseas presence Pan-India footprint for selling all products through a single customer interface presence in around 160 locations in 55 cities in India. Approximately 200 Preferred Sales Agents in India Forex desks at strategic locations such as airport terminals Presence in 13 countries through subsidiaries

Strong brand equity TCIL have a strong corporate image and brand equity The Company has been recognized as a strong brand both locally and internationally. Enjoy leadership positions in all areas of operations and are a benchmark setter for others in the industry. TCIL operates in service industry wherein the biggest asset of the Company is the quality of its human resources. The Company is managed by Directors who are qualified and are having significant experience in the industry. The Board of Directors is supported by a team of professionals with several years of relevant experience. High integrity and transparency levels TCIL aims at maintaining high level of Corporate Governance - fairness, transparency, accountability and responsibility in the functioning of the Company with the ultimate objective of realizing and enhancing shareholders value. The Company has in place Anti Money Laundering Policy to ensure that all internal and statutory guidelines are adhered to. Periodic audits are conducted to minimize risks and eliminate areas of concern. Internal control system is in place to continuously monitor transactions. Customer focus TCIL lays great emphasis on customer service and providing quality care to customers. It works towards providing 100% satisfaction to the customers. Service quality cell has been set up to ensure customer retention and repeat business. Strong information technology infrastructure set-up The Company has a strong Information Technology infrastructure base with Wide Area Network connectivity covering all locations, to support its operations across the country. All hardwares are installed with anti-virus software to ensure that a virus-free and secured network is maintained. Strategic Alliances / Tie Ups Partnership and collaborations include those with State Bank of India, Citibank, JTB Corp., Cosmos, EuRail, Star Cruises, Cunard and others as also an alliance

with Tata-AIG General Insurance Company Limited for underwriting of travel insurance and with ICICI Bank for issuance of co-branded credit cards The Company has executed an International Money Transfer Agreement with MoneyGram Payment Systems, Inc whereby our Company is authorised by MoneyGram to provide Money Transfer Services. WEAKNESS Credit to corporate TCIL gives a lot of credit to corporate. The credits given are now unable to recover. Lack of effective advertising through mass media. Advertising through mass media is the most effective way to reach millions of people. TCIL lacks effective advertising. OPPORTUNITY Advertising through mass media Another opportunity for TCIL is advertising through mass media. Opening branches in Thirunelveli Thirunelveli is a high potential area. But TCIL does not have branches there. Opening branches there is of big opportunity to TCIL. Forex counter at Coimbatore TCIL is trying hard to win auctions to open a forex counter at Coimbatore airport. Opening up counter can generate a good revenue. THREATS Global recession Global recession is one major threat faced by Thomas Cook. When there is recession one first thing people stop is travelling. Competitors Another threat of Thomas Cook is their competitors such as Cox & Kings, SOTC, and RCI etc

CHAPTER-6 FINDINGS, SUGGESTIONS AND CONCLUSION

FINDINGS
TCIL earns high revenue from both Forex and LT. But when comparing the number of employees in both these departments, Forex has more employees than LT. Thus LT is actually the high revenue earning business for TCIL. There is no airport counter for Forex in Coimbatore where there are potential customers. Its through auctions counters are taken in. TCIL fail to win auctions in several potential areas. TCIL has given a huge amount of credits to corporate which is now unable to be recovered. Thirunelveli is a high potential area. But TCIL does not have branches there.

SUGGESTIONS
TCIL should use its strategies to open airport counters at potential areas like Coimbatore. TCIL should find ways to recover the credits given to the corporate. TCIL should open up a branch at Thirunelveli. Thomas Cook can bring in its own cruise for travel.

CONCLUSION
Thomas cook with its experience of 200 years is ruling in the field of travel and travel related business. It is well trusted for its services globally. It is internationally branded. It has lots of patents in its service area. It is well accepted and most preferred by the customers as it provides one stop shop for all travel related services. Having my organizational study in Thomas cook was a great experience. I got outlook of what the company is, what are its businesses and how it is functioning. It was a very good exposure for me as I could share my views with well-known persons. The study also focused on attributes which help the organization to tackle the intense competitive milieu of the everyday world. The SWOT analysis proved that Thomas Cook India Ltd could easily overcome the threats with its strength.

BIBLIOGRAPHY
Company induction manual Company brochures Company leaflets Company journals and magazines http://www.thomascook.in http://en.wikipedia.org/wiki/Thomas_Cook http://www.forex4you.in

APPENDIX

LIST OF ABBREVATIONS
TCIL FOREX LT EXECOM MICE PSA GSA SEC TCISL GCP Thomas Cook India Ltd Foreign Exchange Leisure Travel Executive Committee Meetings Incentives Conference Events Preferred Sales Agent General Sales Agent Service Excellence Centre Thomas Cook Insurance Services Ltd Gold Circle Partners