39673284-aIR-iNDIA

Summer Training Project

Report

On

“ The Comparative study of

Customer Relationship with Air

India and other Aviation

companies”

Submitted in the Partial Fulfilment for the

Award of the

Degree of Master in Business Administration

2009-11

MAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22 ROHINI DELHI-110086

DEPARTMENTDEPARTMENT OFOF MANAGEMENTMANAGEMENT STUDIESSTUDIES

MAHARAJAMAHARAJA AGARSENAGARSEN INSTITUTEINSTITUTE OFOF TECHNOLOGY AFFILIATED TO GGSIPUGGSIPU

UNDER THE GUIDANCE OF::-UNDER THE GUIDANCE OF::-

SSUBMITTEDUBMITTED BY: BY:

MMRR. A. ASHOKSHOK M MALHOTRAALHOTRA

PRAMODPRAMOD KRKR SHARMASHARMA

(F(FACULTYACULTY, M, MARKETINGARKETING))

MBAMBA((MKTNGMKTNG), 06214803909), 06214803909

STUDENT DECLARATION

This is to certify that I have completed the Summer Project titled “The Comparative study of Customer Relationship with Air India and other Aviation companies” in Air India under the guidance of “Mr. K.L Gothwal, Cargo Manager(OPS)” in partial fulfilment of the requirement for the award of Degree of Master of Business Administration at Maharaja Agrasen Institute of Technology, Delhi. This is an original piece of work & I have not submitted it earlier elsewhere.

Date:

Place:


Signature:

(PRAMOD KUMAR SHARMA)

University Enrollment No:-

06214803909

“THE WOODS ARE LOVELY, DARK AND

DEEP

BUT I HAVE PROMISED TO KEEP,

AND MILES TO GO BEFORE I SLEEP”

Progress is a continuous process. It is relative and

absolute. We cannot stop at a certain destination and

declare that target has been achieved and we need not to

go further.

In this new era all the countries & their companies are

trying their best to improve economic growth. This trend

has created a very complex and competitive environment

in the field of business, trend and win the race a new

system of management is much needed. To fulfil this need

a new field of modern science has developed very fast i.e.

Master of Business Management. In this curriculum there


are several phases, which have to be covered and

compelled properly.

Management ideas without an action based on them

means nothing. We can say that practical training is the

essential part of managerial courses. Practical exposure is

indispensable to such courses. Thus, practical knowledge

acts as a supplement to the classroom studies. It offers an

exposure to the real work to management in various

organizations.

I was privileged enough to do my training at AIR

INDIA CARGO in marketing division at domestic airport,

palam as a summer trainee.

The experience that I have gathered during this period has

certainly provided me with an orientation which i believe

will help me to shoulder my assignment successfully in the

near future. During this period, I have collected all the

pertinent information of “Airlines cargo services to

customers” through primary and secondary data.

On the basis of my training program, it was not possible to

cover the detailed information in such a short period of

time. Despite the inherent shortcomings of the study, a

genuine attempt was made on my part so that the study

was carried out in the right perspective.


ACKNOWLEDGEMENT

Gratitude is the hardest of the emotions to express

and often one does not find adequate words to convey that

entire one feels.

First of all I would like to thank the almighty for his

blessing that helped me to achieve everything I had wish

for till now.

I am thankful to authority of air India cargo for

providing me an opportunity to work with them. Mr. K.L

Ghotwal, Cargo Manager (OPS), Air India boosted up

my morale in the completion of my work. The support

provided to me during my project was overwhelming and

environment was conducive to work.


The assistance and cooperation extended by other

staff members helped me to successfully accomplish this

project report and its objectives.

With a deep sense of reverence, I would like to

express my whole hearted thanks and deep gratitude to

my parents who have always been a source of inspiration

to me. There everlasting cooperation smiling affection

inspired me to zenith to what I am today.

I am very thankful to my friends who helped me in

gathering the information, My faculty Mr. Ashok

Malhotra (Faculty, Marketing) who had been very

candid and helpful.

I express my sincere thanks to all the respondents

who filled up the questionnaire and only because of them;

this report has been made possible. Also I express my

deep thanks to all the people who have been associated

with the work directly or indirectly.

“ONE WHO PREACHES THE GOAL WINS

THE GAME “


EXECUTIVE SUMMARY

Air India is the national flag carrier airline of India, flying a

worldwide network of passenger and cargo services, Air

India is state-owned, and administered as part of the

National aviation company of India limited-which was

created in 2007 to facilitate Air India’s merger with Indian

airlines. The main bases of operation of the airline are

Mumbai’s Chhatrapati Shivaji International Airport and

Delhi’s Indira Gandhi International Airport.


Air India is the 16th largest airline in Asia, serving 28

destinations worldwide, and with its affiliated carriers,

serves over 100 cities. Air India has code share

agreements with twelve other International airlines in

2010; Air India is expected to join Star Alliance, the world’s

largest airline alliance.

The objective of the project is to do a comparative study of

Tariff Rates of different airlines.

Because the comparison of tariff rates helps to know what

the current airlines rates are and which airlines is better

and cheap as far as sending the cargo to different

destinations is concerned.

The project contains A study of Tariff rates of different

airlines. If a customer wants to book his cargo in airlines

what he looks for I.e. services, timings etc. I was also

given the task to study that how much amount of

newspapers send by different airlines on daily basis and

how can the maximum can be brought to India airlines.

Data is collected through some recorded files from

the organization and through questionnaire.


Table of contents

• Aviation History

• Air India History

• Air India Destinations

• Air India Cargo


An introduction

Terms used in Cargo Operations

Types of Cargo

Network and Capacity of Cargo

• Pricing Strategies In Cargo Management

• Rates Construction

Rates construction in Domestic Cargo

operations

Rates construction in Domestic cum

International Cargo operations

Rates construction in International Cargo

operations

• Major Competitors of Air India in Cargo

Sector.


Comparative Study of Pricing Strategies

of Air India Cargo with Other Competitors

Cargo Companies.

• SWOT Analysis

Definition

SWOT Analysis for the Air India Cargo

Services

• Research Study

Objective of the Study

Research Methodology

Research Design

Types of Research

Sample Unit

Sample Size


• Limitations and Difficulties

• Data Analysis

Analysis of Data

Types of Data

Sources of Data

Data Collection Instrument

Data Analysis Techniques

Data Analysis Instrument

Questionnaires and its Analysis.

Questionnaire 1. Agent feedback for Air

India Cargo services


Questionnaire 2. Customer feedback for

Air India Cargo services

Questionnaire 3. Customer feedback for

Cargo services

• Major Findings

• Conclusions

• Recommendations

• Bibliography

• Annexure


Aviation History

Aviation history refers to the history of development of

mechanical flight — from the earliest attempts in kite-

powered and gliding flight, to powered heavier-than-air,

supersonic and spaceflights.

The first form of man-made flying objects was kites.


http://en.wikipedia.org/wiki/Kite

http://en.wikipedia.org/wiki/Spaceflight

http://en.wikipedia.org/wiki/Super_sonic_flight

http://en.wikipedia.org/wiki/Heavier-than-air_flight

http://en.wikipedia.org/wiki/Gliding_flight

http://en.wikipedia.org/wiki/Kite

http://en.wikipedia.org/wiki/Flight

http://en.wikipedia.org/wiki/File:First_flight2.jpg

The Wright Brothers

Following a step by step method, discovering aerodynamic

forces then controlling the flight, the brothers built and

tested a series of kite and glider designs from 1900 to

1902 before attempting to build a powered design. The

gliders worked, but not as well as the Wrights had

expected based on the experiments and writings of their

19th century predecessors. Their first glider, launched in

1900, had only about half the lift they anticipated. Their

second glider, built the following year, performed even

more poorly. Rather than giving up, the Wrights

constructed their own wind tunnel and created a number

of sophisticated devices to measure lift and drag on the

200 wing designs they tested. As a result, the Wrights

corrected earlier mistakes in calculations regarding drag

and lift. Their testing and calculating produced a third

glider with a larger aspect ratio and true three-axis control.

They flew it successfully hundreds of times in 1902, and it

performed far better than the previous models. In the end,

by establishing their rigorous system of designing, wind-

tunnel testing of airfoils and flight testing of full-size

prototypes, the Wrights not only built a working aircraft but

also helped advance the science of aeronautical

engineering.


http://en.wikipedia.org/wiki/Aspect_ratio

http://en.wikipedia.org/wiki/Wind_tunnel

National Aviation Company of India

Limited

The National Aviation Company of India Limited

(NACIL) was established in 2007 and is owned by the

government of India and headquartered in Mumbai. The

Company was created to facilitate the merger of the two

main state-owned airlines in India: Air India, with its

subsidiary Air India express and Indian Airlines, together

with its subsidiary Alliance Air.

Whilst the merger and integration process has started, and

a few routes have been rationalized, a lot remains to be


done before the various units start functioning as a

cohesive airline.

The current structure is:

• National Aviation Company of India Limited

o Air India

Air India express

Air India cargo

o Indian Airlines

Air India regional (formerly Alliance Air)

Upon completion of the merger, there will be one primary

airline, Air India, with two subsidiary carriers providing

regional and low-cost, point-to-point services and a third

subsidiary for cargo operations:

Air India

o Air India cargo

o Air India express

Air India regional


DESTINATI

ONS


NACIL carriers connect 93 destinations (60 domestic and 33 international) in 24

countries as of February,2009.


AMALGAMATION OF AIR INDIA &

INDIAN AIRLINES:

What actually it is?


The Government of India, on 1 March 2007, approved the

merger of Air India and Indian Airlines. Consequent to the

above, a new Company viz National Aviation Company of

India Limited (NACIL) was incorporated under the

Companies Act, 1956 on 30 March 2007 with its Registered

Office at Airlines House, 113 Gurudwara Rakabganj Road,

New Delhi. The Certificate to Commence Business was

obtained on 14 May 2007. Presently, the Board of NACIL

consists of:

• Shri Arvind Jadhav Chairman and Managing

Director, NACIL.

• Shri E K Bharat Bhushan, Jt Secretary &financial

advisor, Ministry of Civil Aviation

• Shri Amod sharma, SBU Head-Related Business

• Smt Anita Khuarana SBU Head-Cargo

The Scheme of Amalgamation of Air India Limited and

Indian Airlines Limited with National Aviation Company of

India Limited was approved by the Board of Directors of all

the three Companies.

Thereafter, the Meetings of Secured and Unsecured

Creditors of Air India and Indian Airlines were held in New

Delhi on 28 June 2007, in which the Scheme of

Amalgamation was approved by the Creditors. The final

hearing of the merger petition was held on 31 July 2007


wherein the last date for submissions of objections was

fixed on 8 August 2007 and the Order of the Ministry of

Corporate Affairs is awaited.

The Authorized and Paid-Up Share Capital of the merged

entity will be Rs.1500, 05, 00,000/- and Rs.145, 00,

00,000/-, respectively.

It has been decided that post merger, the new entity will

be known as “Air India” while “Maharaja” will be retained

as its mascot. The logo of the new airline will be a red

colored flying swan with the “Konark Chakra” in orange

placed inside it. The flying swan has been morphed from

Air India’s characteristic logo “The Centaur” whereas the

“Konark Chakra” was reminiscent of Indian’s logo. The

Corporate Office of NACIL will be at Mumbai.

The Government has approved the appointment of Shri V

Thulasidas and Dr V Trivedi as Chairman & Managing

Director and Joint Managing Director, respectively, of the

merged entity, with effect from the date of merger.

This amalgamation results to:

Transfer of assets : as per the section 391-394 all

the assets of both the companies are managed by the

NATIONAL AVIATION COMPANY OF INDIA LIMITED. It

includes all intangible assets, land, buildings etc.


As well as all the: Subsidiary companies Of

Indian Airlines i.e.,

o Airlines Allied Services Ltd.

o Vayoodoot Limited

o IAL Airports Services Limited

& Subsidiary Companies of Air India i.e.

o Air India Engineering Services Limited

o Air India Air Transport Services Limited

o Hotel Corporation Of India Limited

o Air India Charters Limited

Shall become the subsidiaries of the NATIONAL

AVIATION COMPANY OF INDIA LIMITED.

The brand name, as depicted in the logo, shall be Air

India , although for administrative purposes, NACIL(A) and

NACIL(I) shall be used.

Formally called the two companies INDIAN AIRLINES LTD.

and AIR INDIA LTD. Has now been named as NACIL . It is

the conversation of name of the company as NACIL after

the amalgamation of the two government owned units i.e.

INDIAN AIRLINES and AIR INDIA.


Introduction

Air India Cargo

Apart from ferrying thousands

of passengers every day,

Indian Airlines also transports

tonnes of cargo.

Indian Airlines Cargo plays an

important role in the Indian

Airlines set up. The various

cargo activities include - Courier schemes, Express cargo,

IA-GATI Door-to-Door service and IA - Planet Express in all

major cities in the country.

From day-old chicks to micro-chips, Indian Airlines Cargo

(IA Cargo) has prided itself in its ability to transport just

about anything across the length and breadth of the

country for the past 50 years. Due to its excellent service

record, IA Cargo is today the only Indian Cargo agency that

holds the enviable ISO 9001 Quality Certification.

At Indian Airlines we make sure your cargo get the care it

deserves and reaches its destination on time - safe and


sound. For Shippers, business growth lies in sending

consignments to India's interiors, not just the metros.

Services

A member of IATA, Indian Airlines carries all types of cargo

including dangerous goods (hazardous materials) and live

animals, provided such shipments are tendered according

to IATA Dangerous Goods Regulations and IATA Live

Animals Regulations.

At the warehouse in Mumbai, Indian Airlines has developed

a system of inventory management for cargo handling of

import/export functions. This takes care of the

management of cargo, supports Electronic Data

Interchange (EDI) messages with Indian Customs and

replaces to a great extent paper correspondence between

Customs, Airlines, and the custodians. This also replaces

manual handling and binning of cargo at the warehouse in

Mumbai by Indian Airlines.

Expansion

Indian Airlines is converting eight of its Airbus A310-300

into freighters in Dresden, Germany, at a cost of $7 million

each. The first two are now operating for Air India Cargo

with five scheduled weekly flights from Frankfurt, two

services are routed via Dammam, to a total of 14

destinations.


The merger of Indian Airlines and its domestic subsidiary

Alliance Air led to the acquisition of one Boeing 737-200C

cargo aircraft from Alliance's fleet, plus 10 passenger

Boeing 737-200s. Three of these were phased out of

service, while five have been converted to freighters in the

United States. One of these also operated for Indian

Airlines Cargo division for a brief period. All six aircraft are

now flying Air India Cargo domestic routes, while the

remaining two 737-200s might be converted as well.

In November 2007, Air India partnered with GATI, a leader

and pioneer in express distribution and supply chain

solutions for a dedicated freighter Service.

Apart from ferrying thousands of passengers every

day, Indian Airlines also transports tonnes of cargo.

Indian Airlines Cargo plays an important role in the Indian

Airlines set up. The various cargo activities include -

Courier schemes, Express cargo, IA-GATI Door-to-Door

service and IA - Planet Express in all major cities in the

country.

From day-old chicks to micro-chips, Indian Airlines Cargo

(IA Cargo) has prided itself in its ability to transport just


about anything across the length and breadth of the

country for the past 50 years. Due to its excellent service

record, IA Cargo is today the only Indian Cargo agency that

holds the enviable ISO 9001 Quality Certification.

At Indian Airlines we make sure your cargo get the care it

deserves and reaches its destination on time - safe and

sound. For Shippers, business growth lies in sending

consignments to India's interiors, not just the metros.

Some jargons used in Air Cargo Industry

Airway Bill (AWB)

The cargo equivalent of a passenger ticket which means

the document made out by or on behalf of the shipper. It


evidences the contract between the shipper and the

carrier(s) for carriage of goods over routes of the carrier.



Cargo

Goods carried by airline(s) on behalf of its customer.



Cargo Terminal

A building or location where cargo is received, stored,

Customs cleared and prepared for delivery and delivered.


Charter Contract

A special agreement whereby carrier for an agreed

operation places at shipper's disposition the entire


capacity of an aircraft.

Charterer

A person who has signed a charter contract with carrier.

Consignee

A person whose name appears on the AWB as the party to

whom the goods are to be delivered.

Consignor (Shipper)

A person whose name appears on the AWB as the party

contracting with the carrier(s) for carriage of goods.

Consignment (Shipment)

One or more pieces of cargo accepted by the carrier from a

single shipper, destined for one specific address moving on

one AWB to one consignee.

Cut-off time

The latest time cargo will be accepted for a specific flight

prior to its departure.

Destination

The ultimate stopping place according to the contract of

carriage.

Embargo

Refusal by carrier for a limited period to accept goods for

transportation.

IATA

International Air Transport Association - an Association that


establishes international rules and standards for

participating air carriers.

IATA member

Indicates an airline being member of the International Air

Transport Association.

Interline Agreement

A contract between two or more carriers to expedite

exchange of traffic between the parties to the agreement.

Minimum Connecting Time Perishables

Time sensitive items needing specialised handling.

Unit Load Device (ULD)

Pallet or rigid container used to hold cargo.


Operations in Cargo

Today, Air India's modern fleet of Boeing and Airbus

aircraft carries just about everything. From emeralds to

elephants, pins to pigments, shrimps to super computers.

That's why when you think of trading with India, or from

India, Air India is your logical choice. An option which lakhs

of corporates and international enterprises have made. We

have the infrastructure and the network to ensure smooth

transportation and delivery of cargo, worldwide.

Air India's cargo operations give you a capacity advantage,

combined with a 13-city network in India alone. So you can

arrange for hassle-free and direct Customs clearance both

for your Export and Import cargo. In India, we fly to

Mumbai, Delhi, Chennai, Thiruvananthapuram, Hyderabad,

Bangalore, Kolkata, Ahmedabad, Goa, Kochi, Kozhikode

and Lucknow.

Internationally, Air India has tied up with various foreign

airlines and trucking companies. This enables us to carry

your cargo between Helsinki to Sydney.... or between any

two points on the globe that you can think of.


To support our Cargo operations, we have a highly skilled

and experienced team of professionals backed by our

Training Division of international repute to constantly

upgrade skills of our personnel.

At our warehouse in Mumbai, we have developed an

indigenous system of inventory management for cargo

handling of import/export functions. This takes care of the

entire management of cargo, supports Electronic Data

Interface (EDI) messages with Indian

Customs and replaces to a great extent existing paper

correspondence between Customs, Airlines, and the

custodians. This also replaces manual handling and

binning of cargo at the warehouse in Mumbai by Air India

in our role as custodian and helps to identify large number

of pieces for one Air Waybill with different weights and

commodities binned in separate locations, track and

identify arrival of part shipments under the same Air

Waybills on different flights and maintain information on

House Goods for a consol Air Waybill at the House Bill

level.


CARGO TYPES

Air India's Cargo operation flies everything; to just about

anywhere.

An active member of IATA, Air India carries all types of

cargo including dangerous goods (hazardous materials)

and live animals, provided such shipments are tendered

according to IATA Dangerous Goods Regulations and IATA

Live Animals Regulations respectively.

Personal Effects:

Air India entered the Guinness Book of Records for

evacuating the largest number of civilians during the Gulf

war in 1990. With them, logically came their bag and

baggage in the form of unaccompanied baggage in the

belly of our aircraft.

Foodstuff:

To book unaccompanied baggage, please contact

any of our offices. For facilitating you in Customs clearance

for your unaccompanied baggage at Indian airports, you or


your representative should approach Indian Customs at the

airport through our office with the following:

a) Copy of Airway bill

b) Passenger's passport

c) Baggage Declaration Form (BDF), duly completed

Sentimental Shipments:

We understand how traumatic it is to lose a dear one.

That's why we make sure the mortal remains of the

deceased are always carried with utmost care and

concern.

Besides passport of the deceased, the following documents

are required for carriage of sentimental cargo :

Death Certificate from a competent medical authority,

Embalming and Packaging Certificate, Certificate issued by

the Ambassador or his representative (Nationality of the

deceased) with the deceased's full name, age at the time


of death, place of death and photocopy of passport details.

Photocopy of cancelled passport.

It is necessary that the above documents are made in

English, otherwise the same should be translated in

English.

Postal Mail:

Air India is undoubtedly the major carrier of postal mail out

of India. We have also successfully bagged postal contracts

from various Foreign Postal Administrations for uplift of

Postal mail from their countries.

Odd-Sized Cargo:

we handle valuables and livestock, we also possess

expertise in logistics to carry heavy and odd-sized.

Dangerous Goods:

India being an industrial and nuclear power, we regularly

carry Dangerous Goods such as flammable, corrosive,

poisonous and radioactive substances. Our Cargo staff is

qualified under Dangerous Goods Regulations, to handle


such consignments.

Valuables:

In order to ensure security of your valuables, we have

provided a container with a security locker, on flight. In

fact, the entire operation of loading and unloading is

carried out under the vigilant eyes of our Security

personnel.

India's largest foreign exchange earner is gems and

jewellery, for which Air India gets its due share. White and

yellow metals are our frequent flyers and a woman's best


friend, diamonds, are our regular companions. Our carriage

of valuables is not only restricted to gems and jewellery

but also transportation of exquisite museum artifacts and

paintings.

Among other valuables, we once had the privilege of

carrying exquisite paintings, the Padshahnama from Queen

Elizabeth's Windsor Castle collections, dating back to the

17th

Century Mughal period.

But we never forget that your life is more precious than all

the riches of the world. And, at all times, we adhere to the

strictest security for transportation of cargo on our flights.

Either we ensure that the cargo is retained in our

warehouse for 24 hours before loading on the flight, or the

cargo is physically checked or x-rayed.


Livestock:

Over the years, we have acquired considerable expertise in

carriage of livestock such as elephants, tigers, leopards,

horses, cattle and pets. Recently Air India transported two

plane loads of high breed horses from Europe to India.

Tips for Unaccompanied Baggage:

To book unaccompanied baggage, please contact any of

our offices. For facilitating you in Customs clearance for

your unaccompanied baggage at Indian airports, you or

your representative should approach Indian Customs at the

airport through our office with the following:

A) Copy of Airway bill

B) Passenger's passport

C) Baggage Declaration Form (BDF), duly completed


Mishandled Baggage:

Any loss or damage to baggage must be reported

immediately on arrival.

All mishandled baggage is traced through the worldwide

computerized tracer system.

Passengers can check the status of their missing bag on

this site

Couriers:

Courier traffic is a rapidly growing market. Air India has

been in the courier business transporting small packages

and documents between destinations for years. As we now

allow drop-off facility en-route, the on-board courier can

carry courier loads to more than one destination,

considerably saving on cost and time.


Network and cargo capacity

The Indian Airline Cargo covers 63 destinations in India and

17 destinations abroad. If your cargo flies Indian Airlines, it

can reach the remotest places in India and select

destinations in the Middle East and Southeast Asia.

Indian Airlines has the largest cargo capacity amongst the

domestic carriers. And a network capacity of 1,000 tonnes

per day to take care of your big and bulky cargo.

· Covers 63 destinations in India

· 17 destinations abroad.

· Seven wide-bodied Airbus A-300s

· 36 Fly-by-wire Airbus A 320s

· 11 Boeing 737s

· Three Donniers

With its mixed fleet, IA has a distinct edge over other

competitors in the Indian domestic market. A 300 aircraft

is a cargo-friendly aircraft and is capable of carrying big

and odd size cargo in unitized mode with pallets and

containers besides carrying cars. In general, Indian Airlines

airlifts wide variety of commodities, which include

perishables (such as vaccines, fruits, vegetables, flowers

etc.) livestock, valuable cargo and general cargo


commodities meant for exports like readymade garments,

machine parts and mail etc.

Our range of products and services include movement of

domestic cargo with flexi pricing policy, express cargo,

door-to-door services and on-board courier services

besides carriage of international cargo within the country

as well as to other destinations such as the Gulf countries,

Bangkok, Singapore and Kuala lumpur.


NETWORKS OF AIR INDIA CARGO


PRICING STRATEGY IN CARGO MANAGEMENT


Rates Construction-

• Domestic,

• Domestic-cum-International

• International.

Rates – Domestic

1) Surcharges

Surcharges whenever applicable will be levied in additional

to rates depending on demand/capacity and will not be

commissionate.

2) Minimum Charges

i. Where the weight or volume charge for a

consignment is lower than the minimum charge, the

minimum charge shall apply. The charge take precedence

over any lower charge that would result from the

applicable weight or volume charge provided in any other

rule, unless specifically indicated in that rule.

ii. Any valuation charge shall not be included with the

weight or volume charge.

iii. The minimum charge for any consignment shall be

Rs. 50/- or the charge for one kilogram of under 45 kgs

rate whichever is higher.


3) General Cargo Rates

The rate established for cargo in general also known as

“General Cargo Rate”:

Basic freight rate is generally expressed as the normal

under 45 kgs rate.

Quantity discount rates based on specified quantities of

consignment on specified sectors / routes and are

generally offered for weight breaks of 45 kgs and above.

4) Specific Commodity Rates

The rates applicable for carriage of “Specific commodities

between specifically designated points to promote the

growth of “Specified Commodities”

5) Class Rate

A rate applicable to a specifically designated class of

goods. This is generally expressed as a percentage of the

normal rate and takes precedence over general cargo

rates. On Air India domestic services , the following rates

are applicable:


a) Live Animals

Its means all domesticated and undomesticated animals

including mammals, birds, reptiles, fish, insects etc. live

animals shall be carried at 200% of the applicable basic

(under 45 kgs) rates subject to a minimum charge of Rs.

100/-

Exceptions:

i. Consignments of “day old chicks” shall be accepted

at basic freight (fewer than 45 kgs) rates.

ii. Consignment of live fish, fish seeds shall be

accepted at the applicable general cargo rate.

iii. Live beneficial insects, mice, monkeys when

carried carried for experimental purposed shall be

accepted at basic ( under 45 kgs) rates.

b) Valuable cargo- domestic

For consignments with a declared value of Rs. 8000/- or

more per gross kg. And of gold bullion, Dore bullion, gold

specie, and gold only in the form of

Grain, sheet, foil, powder, sponge, wire, rod, gold jewellery,

platinum metals. The rate is 200% of the basic rate per kg

(under 45 kg) on weight or volume basis, plus a valuation

charge of 0.50 % of the shipper’s declared value for


carriage which is in excess of Rs. 450/- per kg subject to a

minimum charge of Rs 100/-.

c) Newspapers, Magazines, Periodicals, Books,

Catalogues, Braille type equipment :

Consignments of the above articles weighing 5 kgs

or more shall be entitled to:

i. A discount of 25% shall apply on basic freight rate

on all items listed above except Newspapers/ magazines

and periodicals. A discount of 30% on basic freight rate on

Newspapers and magazines and 40% discount on basic

freight rate on magazines/ periodicals subject to minimum

weight of 500 kgs.

ii. A discount of 50% on basic freight where the

transportation is in- conjunction with international

transportation.

iii. Minimum charge on such consignment where

applicable shall apply.

iv. No cartage charge shall apply on such

consignment.

d) Human Remains

It shall be charged at a discount of 50% under 45 kgs. rate

on weight or volume basis whichever is higher.


Services And Related Charges – Domestic

Published freight rates for carriage of goods are applicable

airport to airport basis i.e. from originating airport to

destination airport. Such published freight rates do not

include the following services and charges:

a) Statistical Charges

A statistical charge of Rs. 60/- shall be levied when IC or its

agent issue or complete the AWB for domestic

transportation.

The charge when made must be entered on the air way bill

and may be collected from the consignee.

b) Air Waybill Fee

Air Waybill Fee of Rs. 75/- is applicable on domestic , non

retainable by agents.

c) Cartage Charge

A minimum charge of Rs. 25/- on consignments weighing

upto and including 5 kgs shall be charged whether the

shipment is carried in Air India transport in one direction,


i.e. city to airport or airport to city or in both directions i.e.

city/airport/city.

For consignment weighing over 5kgs an extra charge of Rs.

1/- per kg or part thereof shall be charged in case cargo in

carried on Air India transport city to city i.e. at both ends.

There shall be no cartage charges on shipments booked on

airport to airport basis.

No cartage charge shall be levied on shipments of

newspapers, periodicals, books and magazines.

Cartage charge shall be levied on gross weight.

d) Demurrage Charges:

i. If freight is not collected with in four days from the

date of arrival of the goods , a demurrage charge Rs.1.50

per kg or part thereof per day shall be levied from the 5th

day upto and including the 14th day.

ii. If freight is not collected even on the 15th day after

arrival a charge of Rs 3.00 per kg or part thereof per day

shall be levied from the 5th day itself.

iii. A minimum demurrage charge of Rs. 100/- shall be

leviable on every consignment from the 5th day onwards.

iv. Demurrage charges shall be levied on the actual

weight or volumetric weight whichever is higher.

e) Charges Collect Fee;


A shipment may be accepted on charges collect basis

provided the total freight and valuation charges. If any ,

are Rs. 250/- or more and does not contain:

a. Perishables

b. Live Stock

c. Newspapers

d. Human Remains

e. Unaccompanied baggage / personal effects

f. Where the resale value of the goods would be less

than the total amount to be collected.

RATE CONSTRUCTION – DOMESTIC

When a through per kilogram domestic rate is not

published, a through per kilogram rate may be constructed

by addition of applicable sectors per kilogram rate, giving

benefit of the lowest combination.

i. Minimum weight and charges

A higher charge shall not be applied for a lower weight

consignment than the minimum charge for a similar

consignment in the large weight or size category.

ii. Amendment of an executed AWB( Domestic)


Any amendment or addition to the information entered on

the AWB (Domestic) subsequent to the initial issue must be

made on all the remaining copies of the AWB (Domestic)

All such request must be in writing and no verbal

instructions shall be taken and must be retained by the

office of origin for at least 2 years.

Amendment fee of Rs. 100/-plus taxes @ 10.3% to be

levied for every change in the name and address of

consignee on a domestic consignment Note.

RATES DOMESTIC- CUM- INERNATIONAL AND

INTERNATIONAL

1) Minimum Charge

Where the weight or volume charge for a consignment is

lower than the minimum charge, the minimum charge shall

apply. The minimum charge takes precedence over any

lower charge that would result from the applicable weight

or volume charge, unless otherwise specifically indicated.

Minimum charge is based on normal rate and shall never

be less than the applicable normal rate times the

chargeable weight of such consignment.

Valuation charge shall not be included with the weight or

volume charge.


2) Specific Commodity Rate:

Specific commodity rates are usually lower than general

cargo rates and are published for specified destination

point. They are subject to minimum weight stipulations

which are published along with the rates.

3) Class Rates :

Commodity classification rates, known as class rates apply

to a few commodities within or between certain areas.

They are usually stated in terms of a percentage increase

or reduction of the general cargo rates.

i. Valuable Cargo – International

Shipments containing one or more of the following

articles:

a) Any article having a declared value for carriage of

US$ 1000 or more , per gross kilogram except in the united

kingdom GBP 450.00 or more per gross kg.

b) Legal bank notes, securities, shares and share

coupons, traveller’s cheques, stamps and ready to use

bank cards and /or credit cards.


c) Diamonds, rubies, emeralds, sapphires, opals and real

pearls.

d) Jewellery consisting of any of the articles under ( c )

above.

4) Human Remains

For human remains in coffins the rate will be the normal

GCR

For human remains in urns( ashes) the rate will be the

applicable GCR.

RATE LIST OF CARGO AS OF 5 TH JULY 2010

REVISED CARGO RATES EX-DELHI UPDATED.5th JULY 2010

SNO. SECTOR M N-RAT

E

X-45 Q-45 Q-100

Q-250 Q-500 Q-1000

1 AGARTALA 500 83.65

2 AGATTI 500 113.85

3 AGRA 500 34.40

4 AHMEDABAD

500 54.90

39.70 32.15 29.80 23.95* 21.70* 19.45*

5 AIZWAL 500 91.7


5

6 ALLAHABAD

500 58.15

42.10 34.10 31.60

7 AMRITSAR 500 46.10

33.10 26.90* 25.00*

20.45*

8 AURANGABAD

500 64.75

47.05 38.05 35.25 27.90

9 BAGDOGRA

500 69.10

50.35 40.70 37.65 29.65

10 BANGALORE

500 87.30

65.00 52.60 48.65 37.90 34.05* 26.35*

11 BHAVNAGAR

500 82.20

12 BHOPAL 500 50.90

36.70 29.75 27.60 22.35

13 BHUBANESHWAR

500 77.00

56.25 45.40 41.95 32.80

14 BHUJ 500 92.60

15 CHANDIGARH

500 39.10

27.85 22.70 21.15 17.65

16 CHENNAI 500 87.80

65.35 52.90 48.90 38.10 34.25* 30.35*

17 COIMBATORE

500 102.30

75.25 60.60 55.90 42.90

18 DEHRADUN 500 46.20

19 DHARAMSALA

500 55.20

20 DIBRUGARH

500 96.00

70.50 56.80 52.40 40.40

21 DIMAPUR 500 94.55

69.40 55.95 51.60 39.80

22 GOA 500 81.75

59.80 48.25 44.60 34.70


23 GUWAHTI 500 76.80

56.10 45.30 41.85 32.70

24 GWALIOR 500 38.40

25 HYDERABAD

500 73.80

54.85 44.50 41.20 32.50 29.35* 26.15*

26 IMPHAL 500 89.00

66.50*

54.60* 50.80*

40.60*

27 INDORE 500 55.55

40.15 32.55 30.15 24.20

28 JABALPUR 500 70.65

29 JAIPUR 500 37.05

26.30 21.45 20.00 16.80

30 JAISALMER 500 57.75

31 JAMMU 500 48.40

34.80 28.25 26.25 21.35

32 JAMNAGAR 500 89.65

65.75 53.00 48.95 37.85

33 JODHPUR 500 48.05

34.55 28.05 26.05 21.20

34 JORHAT 500 94.55

69.40 55.95 51.60 39.80

35 KANPUR 500 52.40

37.05 30.65 28.45

36 KHAJURAHO

500 53.35

38.50 31.25 28.95 23.35

37 KOCHI 500 107.55

79.15 63.75 58.75 45.00

38 KOLKOTTA 500 67.55

50.15 40.75 37.75 30.00 27.15* 21.40*

39 KOZHIKODE

500 103.60

76.20 61.40 56.60 43.45

40 KULLU 500 55.2


0

41 LEH 500 65.00

47.80 38.70 35.90*

29.15*

42 LUCKNOW 500 44.20

31.65 25.75 23.95 19.70 16.70

43 LUDHIANA 500 57.20

40.15 29.70

44 MADURAI 500 109.20

80.40 64.75 59.70 45.70

45 MANGALORE

500 95.40

70.05 56.45 52.10 40.15

46 MUMBAI 500 65.50

48.65 39.50 36.65 29.20 26.45* 23.65*

47 NAGPUR 500 59.60

45.20 45.00 42.40 35.85*

48 PATHANKOT

500 62.20

43.90 32.45

49 PATNA 500 57.75

41.80 33.85 31.40 25.10

50 PORTBLAIR

500 121.45

89.60 72.10 66.40 50.60

51 PUNE 500 74.85

54.65 44.15 40.80 31.95

52 PUTTAPARTHY

500 99.45

53 RAIPUR 500 71.30

54.00 52.00 48.85 40.50*

54 RAJKOT 500 85.30

55 RANCHI 500 70.70

51.80 42.05 38.95 30.90*

56 SHIMLA 500 47.60

57 SILCHAR 500 89.35

65.50 52.85 48.75 37.75


58 SRINAGAR 500 49.75

35.80 29.05 16.50 15.50

59 SURAT 500 86.85

63.65 51.35 47.40 36.75

60 TEZPUR 500 91.05

66.80 53.85 49.70 38.40

61 TIRUCHIRAPALLI

500 105.40

77.55 62.45 57.60 44.15

62 TIRUPATI 500 95.15

69.85 56.30 51.95 40.05

63 TRIVANDRUM

500 113.65

83.75 67.40 62.15 47.45

64 UDAIPUR 500 48.05

34.55 28.05 26.05 21.20

65 VADODRA 500 60.40

43.80 35.45 32.85 26.15

66 VARANASI 500 53.35

38.50 31.25 28.95 23.35

67 VISHAKAPATNAM

500 87.10

63.85 51.50 47.55 36.85


The major competitors of Air India in

cargo sector




Comparative study of price list of Air India Cargo with other competitors Cargo Co.

Airlines SlabBOM

MAA

HYD

CCU

BLR

AMD

PNQ

100 36.65 48.9 41.2 37.75 48.65 29.8 40.8

250 29.2 38.1 32.5 30 37.9 23.95 31.95

500 26.45 34.25 29.35 27.15 34.05 21.7 NA

1000 23.65 30.35 26.15 21.4 26.35 19.45 NA

AIR INDIA FAK 22 26.45 22.95 21.4 26.35 18 25

MINIMUM

FRT 500 500 500 500 500 500 500 FS 3 3 3 3 3 3 3

AWB

CHARGE 200 200 200 200 200 200 200

100 30 30 22 35 39 23 24

MINIMUM

FRT 500 500 500 500 500 500 500 FS 7 7 7 7 7 7 7

JET AIRWAYS

AWB CHARGE 200 200 200 200 200 200 200

100 29.7 30.5 29.8 45.8 34.9 23.7 34.1 250 NA NA NA NA NA NA NA

SWOT

ANALYSISMAHARAJA AGARSEN INSTITUTE OF TECHNOLOGY SEC-22

ROHINI DELHI-110086

What is SWOT analysis?

SWOT is an acronym for strengths, weakness,

opportunities and threats. Here these are briefly described

as follows:

• Strengths:

It is the capability of an organization, which is used to gain

strategic advantage over its competitors.

• Weakness:


Weakness is an inherent limitation or constraint of the

organization, which creates strategic disadvantage to it.

• Opportunity:

An opportunity is a favorable condition in the

organization’s environment, which enables it to strengthen

its position.

• Threats:

A threat is an unfavorable condition in the organization’s

environment, which causes a risk for damage

organization’s position.

SWOT ANALYSIS for the Air India cargo

services

Strengths

• Largest cargo service provider.

• 24x7 customer services.

• Group focus on cargo.


• Strong international associates.

• Fastest service provider.

• Continuous coverage over the country.

• Better customer service through CRM system.

Weaknesses

• The wrong entry can create a big problem, and thus

creates a bad image of the company in the customer’s

mind.

• Some of the parcels are not properly packed; therefore

there is a loss in the quantity of the parcel sent.

• Some of the customers send perishable items from the

cargo and due to the delay in the collection of the cargo

they become rotten and stink.

• If the collection of the cargo is delayed then due to the

limitation of space it causes problem of storage.

• Cold storage is their but no deep freezing system is

there therefore it creates problem for the goods which

needs to be stored in deep freezer.

Opportunities:

• There are huge opportunities of increasing the market

share and cargo services in the market.


• Lot of untapped potential customer segment services.

• Offering of low cost plans to the agents can increase the

graph of the customers.

Threats:

There is a very tough competition with kingfisher

Airlines.


RESEARCH


Objective of the study

This is the principle as well as the ancillary objective of the

study, which is as follows:

Main or principle objective of the study

• The main objective of the study is to create awareness

among the customers and the agents about the new

schemes and safety transferred by the air India cargo.

Ancillary objective of the study

Some Ancillary objectives of the study are as follows:

• To analyze the level of customer satisfaction.

• To find out the problems regarding services that the

customers are facing.

• Research and analysis of the current customer base i.e.

the market share of the airlines cargo service providers.

• Response of the customers regarding cargo services.

Reasons of the churning of the customers of air India cargo

as well as the other operators.


RESEARCH METHODO-

LOGY

RESEARCH DESIGN:


“A research design is the specification of methods

and procedures for acquiring the information needed. It is

the overall operational pattern or framework of the project

that stipulates what information is to be collected, from

which sources and by what procedures”.

Features of the research design:

• It is the plan that specifies the sources and types of

information relevant to the research problem.

• It is a strategy specifying which approach will be used

for gathering and analyzing the data.

• It also includes the time and cost budgets since most

studies are done under these two constraints.

Type of research

This is the descriptive research as this research includes

surveys and fact findings. So descriptive research helps in

knowing about the particular item or group of items. In

other words it describes the state, as it exists at present.

Sample unit


Sampling unit may be geographical one such as state

,district etc. the specified zone for study was different

airlines cargo places , mehram nagar, and mahipal pur

where agents of cargo airlines works.

Sample size

This refers to the number of the items to be selected from

the universe to constitute a sample. The size of sample

should neither be excessively large nor too small. It should

be optimum. The size of the sample was 120


LIMITATION

S &

DIFICULTIE

S


LIMITATIONS AND DIFICULTIES ENCOUNTERED

Nothing in this universe is free from limitations and the

present project is not an exception to it.

To conduct such an extensive customer survey in a very

short span of time was really a Herculean attempt, as

some of the respondents didn’t cooperate with us.

• Customers didn’t give proper information regarding

them.

• Some of the customers were not aware that why they

are using its services.


• Some of the respondents didn’t cooperate us as they

were in too much hurry.

Due to the limitation of the time we don’t have large

variety of customers.

DATA

ANALYSIS


ANALYSIS OF DATA

The term analysis refers to the computation of certain

data. The data after collection has to be processed and

analyzed. At last the completed questionnaires were

checked and edited to correct the errors. Then the

computation for the estimates is performed.

Types of data


There are generally two types of data.

Primary data

Primary data may be classified as those data that have

been observed and recovered by the researchers for the

first time to their knowledge. the primary data is original in

character.

Secondary data

Secondary data may be classified as those data that have

been already collected by someone else and which have

already been passed through the statistical process.

Sources of data

This research includes primary as well as secondary data.

Primary data

Primary data is classified directly from the respondent

through questionnaire.

Secondary data

Secondary data is collected through questionnaire. First of

all the questionnaire is framed according to the

requirements of the research and then it was filled by the

different respondents.

Data collection instrument


The questionnaire was prepared in such a way that it

covers all the essential features and the objectives. But at

the same time the length of the questionnaire was kept

short.

Questionnaire includes dichotomous questions, open

ended questions and multiple choice questions.

Dichotomous questions are in the form of ‘yes’ or ‘no’

Data analysis techniques

Analysis of data is done through quantitative method i.e.

numerical figure.

Data analysis instrument

Various instruments are used for data analysis such as

tabulation of data i.e. an orderly arrangement of data, pie-

charts, bar graphs etc.

QUESTIONNAIRE

Agent feedback for cargo services


Name……………………………

Address…………………………...

Contact no…………………….

Ques-1. Are you a using cargo services provided by

different airlines regularly?

□ yes □ no □ sometimes □

depends

Conclusion: Agents are the regular business persons so

they use the airlines cargo regularly.

Ques-2. Which airline cargo services you like use the most

?

□ Jetairways □ spicejet □ kingfisher

□ indigo

□ goAir □ air India

If any other mention,

…………………………………………………………………


jetairw ays39%

spicejet0%kingfisher

33%

indigo11%

air india17%

Conclusion: This graph shows that both jet airways and

kingfisher airlines have maximum market share for airlines

cargo.

Ques-3. From what source you come to know about this

Airlines cargo?

□ Advertisement □ Relatives □ other agents

□ media

Conclusion: As all the agents are in the business from the

past 10-15 years so they already know about the airlines.

Ques-4. Do you use other Airlines cargo services also ?

□ yes □ no □ sometimes

□ depends


Name of

them………………………………………………………………………

……

Conclusion: All the agents generally use multiple airlines

cargo according to their suitability and convenience.

Ques-5. Approx hoe much cargo you receive daily?

□ 5qtl-10qtl □ 1tn-2tn □ 2tn-5tn

□ more than 5 tn

5qtl-10qtl28%

1tn-2tn29%

2tn-5tn14%

more than 5 tn29%

5qtl-10qtl

1tn-2tn

2tn-5tn

more than 5 tn

Conclusion: Most of the agents said that they get more

than 1 ton of cargo daily and some of them even get more

than 5 tons of cargo. This shows that there is large

quantity of cargo which goes by airlines cargo.

Ques-6. If corporate then name of the company?


Co’s

name………………………………………………………………………

………

co’s

address…………………………………........................................

......................

Qty of goods…………………………… type of

goods………………………………

Conclusion: The companies mainly using airlines cargo

services are:

1) Nokia 5) Eicher

motors

2) Samsung 6)

Trackon

3) Hero Honda 7) Maruti

udyog ltd.

4) Dominos 8) Escorts

JCB

Ques-7. From how many days you are using cargo

services?

□ 0-3 months □ 3-9 months □ 9-24 months

□ more than 2 yrs


Conclusion: Most of them are in the business from the

last 10-15 years

Ques-8. Are you satisfied with the services provided by

airlines that you are using?

□ yes □ no □ don’t care

□ no other option

0

1

2

3

4

5

6

7

8

yes no don't care no other option

Conclusion: Mostly all of them are satisfied by the

services provided by airlines cargo.

Ques-9. Do you think goods are safely transferred from

this Airlines cargo?


□ yes □ no □ nothing else to do

□ no o

0

1

2

3

4

5

6

7

8

yes no nothing else to do no other option

Conclusion: They are also satisfied because goods are safely

transferred from their chosen airlines.

Ques-10. Why are you using this cargo services?

□ low fares □ reliable □ better facility

□ punctuality

Conclusion: Most of the agents said that they use their

preferred airlines due to better services and very few of


0

1

2

3

4

5

6

low fares reliable better facility punctuality

them said they send their cargo from those airlines which

give cheaper rates to them. It means that people are more

conscious about the services not the fares.

Conclusion: Because of better facility they are using this

airlines.

Ques-11. How do you attract your customers?

□ advertising □ individual visit □ through sub agents

□ any other medium

0

0.5

1

1.5

2

2.5

3

3.5

4

advertising individual visit through sub agents any other medium

Conclusion: Most of them have their own marketing team

which goes to the market to increase their business.


Ques-12. What you do to sustain your regular

customers?

□ give lucrative schemes.

□ door to door service to consignee and consigner.

□ provide just in time services.

□ assured return in case of damage.

Conclusion: all the agents give only door to door service

to their customers. It means there is a lot of scope to

attract the customers from the market.

Ques-13. Any suggestions for cargo service providers?

Yes,

……………………………………………………………………………

………… No suggestions.

Conclusion: 1)flights to small areas should be there.

2) facility of warehousing in kingfisher airlines is

demanded.


QUESTIONNAIRE

customer feedback for air India cargo

services

Name……………………………

Address……………………………


Ques-1. Are you regular customer of air India cargo?


depends

yes50%

no20%

sometimes25%

depends5%


Conclusion: half of the people uses this airline regularly

whereas 25 % said they sometimes use it and 20 % come

to it first time.


Airlines cargo?


□ media

30%

30%

30%

10%

advertisements

relatives

other agents

media

Conclusion: They are aware about air India cargo just

because of their relatives and other agents. Advertising

and media is not playing any crucial role in creating

awareness about the air India cargo.

Ques-3. Do you use other Airlines cargo services also?



□ depends

30%

45%

25%0%

yes

no

sometimes

depends

Name of

them………………………………………………………………………

……

Conclusion: As we can see 45% of people said that they

generally don’t prefer other airlines than air India where as

30 % of the people are also there who said that they use

other air lines also.

Ques-4. Do you find air India cargo is providing better

services than any other airlines?

□ yes □ no □ don’t know □no

comments


65%5%

20%

10%

yes

no

don't know

no comments

Conclusion: 65% of the customers said that they are

satisfied by the services provided by the air India cargo

Ques-5. Are you satisfied with the service provided by the

air India cargo?

□ yes □ no □ don’t care □no

other option

80%

10%5% 5%

yes

no

don't know

no other option


Conclusion: A big quantity i.e. 80% of customers is

satisfied by the working of air India cargo.

Ques-6. The goods you booked belonged to:-

□ You only □ corporate □ govt.

document □relative

20%

50%

25%

5%

you only

corporate

govt. document

relative

Conclusion: half of the individual customers who come to

air India cargo belong to corporate.

Ques-7. If corporate then name of the company ?

Co’s

name………………………………………………………………………

…………

co’s address

……………………………...........................................................

.


qty of

goods……………………………………………………………………

…………

type of

goods……………………………………………………………………

……….

Ques-8. How often do you use the cargo services?

□ daily □ weekly □ monthly

□ not sure

15%

50%

25%

10%

daily

weekly

monthly

not sure

Conclusion: 50% said that they use cargo services weekly

where as 25% said monthly and only 15 % said daily.

Ques-9. Do you think goods are safely transferred from Air

India cargo?



□ no other option

85%

15% 0%0%

yes

no

nothing else to do

no other option

Conclusion: most of the people are satisfied whereas 15 of the

people are not.

Ques-10. Have you received your parcel safely?

□yes □ no □ to some extent

□ missing

90%

10% 0%0%

yes

no

to some extent

missing

Conclusion: almost all the people have received their

parcel safely.


Ques-11. Have you received your parcel on time?

□yes □ no □ late □

not received yet

90%

10% 0%0%

yes

no

late

not received yet

Conclusion: almost all the people have received their

parcel on time.


Yes,

……………………………………………………………………………

……………………………………………………………………………

………………………….


No suggestions.

Conclusion:1) flights to small areas should be there.

2) A.C. at the booking counter must be there.

3) Provision of water should be there.

Thank you for your kind cooperation….

QUESTIONNAIRE

Customer’s feedback for cargo services

Name……………………………

Address……………………………


Ques-1. Are you regular customer of this airlines cargo?


depends


j e t a i r w a y s

y e s8 7 %

n o 0 %

s o m e t i m e s1 3 % d e p e n d s

0 %

y e s

n o

s o m e t i m e s

d e p e n d s

k i n g f i s h e r

y e s8 7 %

n o 0 %

s o m e t i m e s0 %

d e p e n d s1 3 %

y e s

n o

s o m e t i m e s

d e p e n d s

b l u e d a r t

y e s8 0 %

n o 0 %


d e p e n d s2 0 %

y e s

n o

s o m e t i m e s

d e p e n d s

s p i c e j e t

y e s4 0 %

n o 2 0 %

s o m e t i m e s2 0 %

d e p e n d s2 0 %

y e s

n o

s o m e t i m e s

d e p e n d s

Conclusion:

Jet Airways: 87% of the people said that they are using

airlines cargo services regularly.

Kingfisher Airlines: As the research was done in

kingfisher’s cargo therefore most of the customers were


regular customer of kingfisher cargo. Whereas 13% said

that it depends on condition.

Blue dart Airlines: 80% of the person said that they are

the regular customer of blue dart whereas 20% said that it

depends according to condition.

Spice jet Airlines: The customer of this airline gives the

most mixed responses.

As we can see that only 40% said that they use it regularly.

Otherwise there was no clear answer


Airlines cargo?


□ media

j e t A i r w a y s

a d v e r t i s e m e n t s1 3 %

r e l a t i v e s3 8 %

o t h e r a g e n t s4 9 %

m e d i a0 %

a d v e r t i s e m e n t s

r e l a t i v e s

o t h e r a g e n t s

m e d i a

k in g f is h e r

a d ve r t i s e m e n t s0 %

r e la t i ve s7 5 %


m e d i a0 %


r e la t i ve s


m e d i a


b lu e d a r t

a d v e r t i s e m e n t s0 %

r e l a t i v e s1 0 0 %

o t h e r a g e n t s0 %

m e d i a0 %


r e l a t i v e s


m e d i a

s p ic e je t

a d v e r t i s e m e n t s0 %

r e l a t i ve s6 0 %


m e d i a0 %

a d ve r t i s e m e n t s

r e la t i ve s


m e d i a

Conclusion:

Jet airways: 49% of the customers said that they come to

know about this airline from other agents whereas 39 % of

them said that they know it from their relatives.

Kingfisher Airlines: Most of them said that they come to

know about kingfisher airlines cargo because of the

advertisements they do for the passengers. Therefore it is

creating an impact on the customer’s mind that kingfisher

is providing better services for cargo also than other

airlines.

Spice jet airlines: 60% said that they come to know

about spicejet from their relatives whereas 40% said it

from other agents.

Blue dart airlines: All the people said that they come to

know about blue dart from other agents.




□ depends

Name of

them………………………………………………………………………

……


j e t A i r w a y s

y e s3 7 %

n o 1 3 %


d e p e n d s2 5 %

y e s

n o

s o m e t i m e s

d e p e n d s

k i n g f i s h e r

y e s3 7 %

n o 1 3 %


d e p e n d s2 5 %

y e s

n o

s o m e t i m e s

d e p e n d s

b l u e d a r t

y e s0 %

n o 1 0 0 %


d e p e n d s0 %

y e s

n o

s o m e t i m e s

d e p e n d s

s p i c e j e t

y e s2 0 %

n o 8 0 %


d e p e n d s0 %

y e s

n o

s o m e t i m e s

d e p e n d s


Conclusion:

Jet airways: Customers had given mixed response to this

question as we can see 37% said that they regularly use

whereas 25% said that they use kingfisher airlines

sometimes and it depends on the condition also.

Kingfisher Airlines: Customers had given mixed

response to this question as we can see 37% said that they

regularly use whereas 25% said that they use kingfisher

airlines sometimes and it depends on the condition also.

Blue dart Airlines: 60% said that they use other airlines

cargo services but 40% also said that they use blue dart

only.

Spicejet Airlines: 80% said that they use spicejet airlines

only.


Ques-4. Do you find this airlines cargo is providing better



comments

j e t a i r w a y s

y e s6 2 %

n o 0 %

d o n 't k n o w0 %

n o c o m m e n t s3 8 % y e s

n o

d o n ' t k n o w

n o c o m m e n t s

k in g f is h e r

y e s7 4 %

n o 0 %

d o n 't k n o w1 3 %

n o c o m m e n t s1 3 %

y e s

n o

d o n 't k n o w

n o c o m m e n t s


b l u e d a r t

y e s6 0 %

n o 2 0 %

d o n ' t k n o w2 0 %

n o c o m m e n t s0 %

y e s

n o

d o n ' t k n o w

n o c o m m e n t s

s p i c e j e t

y e s8 0 %

n o 0 %

d o n ' t k n o w0 %

n o c o m m e n t s2 0 %

y e s

n o

d o n ' t k n o w

n o c o m m e n t s

Conclusion:

Jet airways: 62% of the customers said that they were

satisfied but 38% give no comment on its services.

Kingfisher Airlines: 74% of the customers are satisfied

by the services provided by this airline whereas 13% said

that no to it and 13% give no comments on it.

Blue dart Airlines: 60% said that it is providing better

services but 20% said no to it and 20% said that they don’t

know.

Spice jet Airlines: 80% of them are satisfied. Whereas

20% give no comments to it.


Ques-5. Are you satisfied with the service provided by this

airlines cargo?

□ Yes □ no □ don’t care □no

other option

j e t A i r w a y s

y e s8 7 %

n o 0 %

d o n 't c a r e1 3 % n o o t h e r o p t i o n

0 %

y e s

n o

d o n ' t c a r e

n o o t h e r o p t i o n

k i n g f is h e r

y e s1 0 0 %

n o 0 %

d o n 't c a r e0 %

n o o t h e r o p t i o n0 %

y e s

n o

d o n 't c a r e


b l u e d a r t

y e s6 0 %

n o 0 %

d o n 't c a r e4 0 %


y e s

n o

d o n ' t c a r e


s p i c e j e t

y e s8 0 %

n o 2 0 %

d o n 't c a r e0 %


y e s

n o

d o n 't c a r e



Conclusion:

Jet airways: 87% said that they are satisfied which is

quite a good ratio.

King fisher Airlines: people are fully satisfied by the

services of kingfisher airlines.

Blue dart Airlines: 60% said that they are happy but

40% said that they don’t care about all such things.

Spice jet Airlines: 80% of the customers said that they

are satisfied with this airline but 20% are not.

Ques-6. The goods you booked belonged to :-

□ you only □ corporate □ govt.


j e t a i r w a y s

y o u o n l y3 8 %

c o r p o r a t e1 3 %

g o v t . d o c u m e n t4 9 %

r e l a t i v e s0 %

y o u o n l y

c o r p o r a t e

g o v t . d o c u m e n t

r e l a t i v e s

k in g f i s h e r

y o u o n l y7 5 %


g o v t . d o c u m e n t0 %


y o u o n l y

c o r p o r a t e


r e l a t i v e s


b l u e d a r t

y o u o n l y0 %

c o r p o r a t e1 0 0 %

g o v t . d o c u m e n t0 %


y o u o n l y

c o r p o r a t e


r e l a t i v e s

s p i c e j e t

y o u o n l y2 0 %


g o v t . d o c u m e n t2 0 %

r e l a t i v e s2 0 %

y o u o n l y

c o r p o r a t e


r e l a t i v e s

Conclusion:

Jet airways: Only 49% said that the goods they have

bought to book belong to any of the corporate whereas

38% said that goods belong to them only.

King fisher Airlines: Only 25% said that the goods they

have bought to book belongs to any of the corporate

whereas 75% said that goods belongs to them only.

Blue dart Airlines: Blue dart deals with corporate only.


Spice jet Airlines: 40% of the customers said that goods

belong to them only whereas 20% was equally depends

among all other options.


Co’s

name………………………………………………………………………

…………

co’s address

……………………………...........................................................

.........

qty of goods…………………………… type of

goods…………………………



□ not sure


j e t a i r w a y s

d a i l y1 3 %

w e e k l y3 7 %

m o n t h l y2 5 %

n o t s u r e2 5 %

d a i l y

w e e k l y

m o n t h l y

n o t s u r e

k i n g f i s h e r

d a i l y2 5 %

w e e k l y1 3 %

m o n t h l y3 7 %

n o t s u r e2 5 %

d a i l y

w e e k l y

m o n t h l y

n o t s u r e


b l u e d a r t

d a i l y0 %

w e e k l y4 0 %

m o n t h l y6 0 %

n o t s u r e0 %

d a i l y

w e e k l y

m o n t h l y

n o t s u r e

s p i c e j e t

d a i l y0 % w e e k l y

2 0 %

m o n t h l y4 0 %

n o t s u r e4 0 %

d a i l y

w e e k l y

m o n t h l y

n o t s u r e

Conclusion:

Jet airways: 37% said that they send the goods weekly

whereas 25% said that were not sure. And 13% said that

they use the cargo service daily.

King fisher Airlines: 37% said that they send the goods

monthly whereas 25% said that were not sure. And 25%

said that they use the cargo service daily.

Blue dart Airlines: 60% said that they use the cargo

monthly whereas 40% of them said that they use it weekly.


Spice jet Airlines: 40% said that they use it monthly

whereas 40% were not sure and 20% use it weekly.


India cargo?


□ no other option

j e t a i r w a y s

y e s1 0 0 %

n o t s u r e0 %

n o t h i n g e l s e t o d o0 %


y e s

n o t s u r e

n o t h i n g e l s e t o d o


k i n g f i s h e r

y e s1 0 0 %

n o t s u r e0 %



y e s

n o t s u r e




b l u e d a r t

y e s1 0 0 %

n o t s u r e0 %



y e s

n o t s u r e



s p i c e j e t

y e s1 0 0 %

n o t s u r e0 %



y e s

n o t s u r e



Conclusion:

Jet airways: All the customers said that they are satisfied

with this airlines cargo.

King fisher Airlines: All customers said that they are

satisfied with this airlines cargo.

Blue dart Airlines: All the customers said that they are


Spice jet Airlines: All the customers said that they are


Ques-10. Have you received your parcel ?



not received yet



not received yet


Yes,

……………………………………………………………………………

……………………………………………………………………………

…………………………\

no suggestions.

MAJOR

FINDINGS


MAJOR FINDINGS OF THE STUDY ARE AS FOLLOWS-

• Market share of kingfisher was more as most of the

agents using airlines cargo services said that kingfisher is

their first preference.

• Most of the customers were satisfied with the services

of air India cargo.


• Many customers who were using the services of other

airlines were interested in knowing, if any lucrative scheme

is offered by air India cargo.

• According to some customers, people have illusion in

their mind that air India being a government organization

cannot fulfill the expectations of the customers in terms of

services.

• According to some customers, they are taking a lot of

time in booking and delivery counter as compared to other

airlines cargo.

• Provision of water and air condition is not their as

other airlines have.

• Volatile customers are more and more as they switch

from one cargo service provider to the other due to cut-

throat competition.


CONCLUSI

ON


After the final analysis of the data following

conclusions were drawn:

• During the project, by the analysis it was found that

most of the customers use kingfisher airlines cargo

services.


• Kingfisher airlines does the advertising of its airlines on

large scale so it also creates an impression in the mind of

the people that the cargo services provided by it will also

be better than the others.

• Due to cut-throat competition volatile customers switch

easily from one cargo service provider to the other.

• Cost and services are the main factor due to which the

customers and agents switches to other service provider

as the market is too sensitive.


RECOMMEN-

DATIONS

The organization should take the following steps-


It will not only improve the satisfaction level of the

customers but also will provide the substantial growth of

the company.

• There must be uniformity in the information provided to

the customer by the customer care executive to avoid

communication gap.

• Air India sites must be promoted.

• Air India should do advertising on big scale in TV, Radio,

newspapers and internet.

• It will not only increase the quantity of passengers for

the airlines but also increase the market share in the field

of cargo.

• The employees in the customer care services must be

cooperative in nature and capable of answering the

queries of the customers precisely.

• Customer must be provided with the booklet of the

facilities and the services of the cargo.

• Information must not be hidden from the customers.

• Network to the small areas should be improved.

• Due to price sensitive market minimum price should be

charged from the customers.

Regular customers of airlines cargo and the agents

providing more business to the cargo must be given or

awarded with gifts etc.


BIBLIOGRAPHY


BOOKS:

C.R. KOTHARI


RESEACH METHODOLOGY

MAGAZINES:

AIR INDIA MANUAL

CARGO MANUAL

WEBSITES:

WWW.AIRINDIA.COM

WWW.GOOGLE.COM

http://home.airindia.in


http://home.airindia.in/

http://WWW.AIRINDIA.COM/

ANNEXURE

S


QUESTIONNAIRE

Agent feedback for cargo services

Name……………………………

Address…………………………...



Ques-2. Are you a using cargo services provided by

different airlines regularly?


depends

Ques-2. Which airline cargo services you like use the most

?

□ Jetairways □ spicejet □ kingfisher

□ indigo

□ goAir □ air India

If any other mention,

…………………………………………………………………


Airlines cargo?


□ media



□ depends


Name of

them………………………………………………………………………

……

Ques-5. Approx hoe much cargo you receive daily?

□ 5qtl-10qtl □ 1tn-2tn □ 2tn-5tn

□ more than 5 tn


Co’s

name………………………………………………………………………

………

co’s

address…………………………………........................................

......................

Qty of goods…………………………… type of

goods………………………………

Ques-7. From how many days you are using cargo

services?

□ 0-3 months □ 3-9 months □ 9-24 months

□ more than 2 yrs

Ques-8. Are you satisfied with the services provided by

airlines that you are using?


□ yes □ no □ don’t care

□ no other option

Ques-9. Do you think goods are safely transferred from

this Airlines cargo?


□ no other option

Ques-10. Why are you using this cargo services?

□ low fares □ reliable □ better facility

□ punctuality

Ques-11. How do you attract your customers?

□ advertising □ individual visit □ through sub agents

□ any other medium

Ques-12. what you do to sustain your regular customers?

□ give lucrative schemes.

□ door to door service to consignee and consigner.

□ provide just in time services.

□ assured return in case of damage.



Yes,

……………………………………………………………………………

………… No suggestions.

QUESTIONNAIRE

customer feedback for air India cargo

services

Name……………………………

Address……………………………


Ques-1. Are you regular customer of air India cargo?


depends


Airlines cargo?


□ media

Ques-3. Do you use other Airlines cargo services also?



□ depends

Name of

them………………………………………………………………………

……

Ques-4. Do you find air India cargo is providing better



comments

Ques-5. Are you satisfied with the service provided by the

air India cargo?

□ yes □ no □ don’t care □no

other option

Ques-6. the goods you booked belonged to:-

□ You only □ corporate □ govt.


Ques-7. If corporate then name of the company ?

Co’s

name………………………………………………………………………

…………


co’s address

……………………………...........................................................

.

qty of

goods……………………………………………………………………

…………

type of

goods……………………………………………………………………

……….



□ not sure


India cargo?


□ no other option

Ques-10. Have you received your parcel safely?

□yes □ no □ to some extent

□ missing




not received yet

Ques-12.Any suggestions for cargo service providers?

Yes,

……………………………………………………………………………

……………………………………………………………………………

………………………….

No suggestions.

Thank you for your kind cooperation….


QUESTIONNAIRE

Customer’s feedback for cargo services

Name……………………………

Address……………………………


Ques-1. Are you regular customer of this airlines cargo?


depends


Airlines cargo?


□ media



□ depends


Name of

them………………………………………………………………………

……

Ques-4. Do you find this airlines cargo is providing better



comments

Ques-5. Are you satisfied with the service provided by this

airlines cargo?

□ Yes □ no □ don’t care □no

other option

Ques-6. the goods you booked belonged to :-

□ you only □ corporate □ govt.



Co’s

name………………………………………………………………………

…………

co’s address

……………………………...........................................................

.........


qty of goods…………………………… type of

goods…………………………

Ques-8. how often do you use the cargo services?


□ not sure


India cargo?


□ no other option

Ques-10. Have you received your parcel ?


not received yet



not received yet

Ques-12Any suggestions for cargo service providers?

Yes,

……………………………………………………………………………

……………………………………………………………………………

…………………………\

no suggestions.



39673284-aIR-iNDIA

Documents

maharaja agarsen

od tohs eur

excellent

jetairways

specific commodity

king fisher

respondents

cargo service