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tai lor made for a family. Famil ies goto the travel agents with a specificbudget, tentative travel dates, andpreferred destinations, and it is thejob of the travel agent to match therequirements of a family with thebest available vacation plan at hisdisposal. This they do after consultingthe tour operators and the plans theyhave.

Travel Agent vs. Tour OperatorWhen you want to go on a vacation,do you turn to, a travel agent or a touroperatorT To many people who arenot habitual vacationers, terms suchas travel agent and tour operatorseem to be synonymous to be usedinterchangeably. In fact there aremany similarities between the rolesperformed by these two title holdersHowever, there are differences in thefunctions of travel agents and touroperators that will be highlightedin this report for the benefit ofvacationers.

What is the difference between TravelAgent and Tour Operator?

. While both tour operators and travelagents are involved in providing atourist with relaxing and wonderfulvacations, there are differences intheir roles and functions. A travel agent is like a waiter at arestaurant as he welcomes the guestsand takes orders for packages thatare prepared by the tour operator.

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rlt 'Has youl choice of a tour operatorhelped to make it truly a dreamvacation?

A tour operator is the personresponsible for actual arrangementsof transport and accommodationfacilities for any tour or vacation.The hotel, the conveyance, the flighland al l other amenit ies and faci l i t iesare looked after by the tour operator,All the finer aspects of a tour are theresponsibilities of the tour operators.He has greater stakes attached to avacation, and he is also the personwho derives maximum benefitsthrough a contract. However, he isalso the one who has to sweat it outright from the preparations to thetime when the tourists finally returnto the starting point.

TravelAgent

The inclusion of the word agent in"travel agenl' ' gives a clue to therole and functioning of these people.A travel agent sells attractive tourpackages to people interested invacations. ln fact travel agents aremiddlemen between tour operatorsand prospective clients as these peoplehave a client base and are experts inmatching tours and vacations to suitthe needs and requirements of theirclients. Travel agents have variouspackages under their belt and canhelp a family looking for vacationdestinations to select an ideal tour,customizing the package to make it

. A travel agent has many vacationpackages under his belt and hesuggests or recommends tour plansto his clients based upon theirbudgets and other requirements.. A tour operator has the responsibilityto look after rhe finer details ofa vacation or tour such as hotel,accommodation, meals, conveyanceetc.

. With a tour operator taking up thebulk of the responsibilities, his fee isobviously much greater than that of atravel agent.

. With the advent of the internet, moretour operators have obliterated theneed of travel agents and are directlyproviding their services to their clients.. However, there are peoplewho love to go the traditionalway by involving a travel agentbefore embarking on a vacation.Outbound tourism in India

India is one of the fastest growingmarkets of outbound tourists. Evenin the present economic scenario, theIndian economy continues to grow atabout 8"/" every year.

Mumbai and New Delhi are the twobiggest outbound tourist marketsin India, contributing over half ofall overseas travel from the country.Mumbai (tl14 & New Delhi (26%)are the nruo biggest outbound touristmarkets in India. Mumbai is also the

business hub of India, The outboundtrips by Indians for business purposesare twice as many as those for leisure,visiting friends, relatives and otherreasons.

Foreign tourist boards are gearingup to meet the growing numberof Indians who are travellingabroad and splurging. Startingdirect flights is the first step.Never mind the sluggish economyand poor sentiments, there's goodnews from the world of travel andtourism, India has emerged as theworld's fastest-growing outboundmarket and in absolute numbers itis second only to China, The numberof Indians travelling overseas is setto rise from around r5 million todayto 50 million by uouo, according toTourism Australia.

fravelto Meet Family

In pre-liberalisation days, with littledisposable income and fewer options,holidays for most middle-classIndians were about visiting friendsand families in lndia. lt is a trend thatis playing out well overseas amongglobetrotting I ndians.

According to the Amadeus-Frost €tSuf livan report, a high B% of leisuretravelers from India say visitingfriends and relatives [VFR/ was themain reason behind their overseastravel.

ta

1tr Partly this has to do with thegrowing diaspora estimated bythe government at 25 mil l ion butKalra puts i t at around roo mil l ion.The VFR travelers behave differentlythan standard vacation travellers,says Ankur Bhatia, director, AmaedusIndia. "They travel for longer periods,and typically do not book- hoiels butstay with friends and relatives,,, hesays.

Extended Weekends - Abroad

Weekend hol idays in nearby hi l lstations are passe. Now with directflights to a number of foreign tourisrdestinations, Indians *or-ld ratherspend their extended weekendsoverseas,

Growth at the Top and BOp

Experts see two categories of Indiantravellers growing - at the iop endand the bottom end - as incomesrise. This isn't true just for India butAsia Pacific at large. From around 7oomil l ion people in the middle classin zou, the number is set to touch

4. THE TEST METHODOTOGTES USED:

The parameters for a service industrylike Travel Operator cannot be testedin a lab. CONCERT identified threeways to.assess these. They are:

A. DT or Desk Test: Comparisonof the vendors from publishedinformation, both from the vendorsand from the regulatory bodies.We list down all the parametersto be tested; group them intocategories that broadly define thecritical criteria; and define how thescoring wil l be done so that theassessment showing gradings canbe drawn out,

This method has been chosen as themainstay of the study. The parametersselected as technical indicators havealready been detailed earlier in thiswrite-up.

B. Surveys: Survey of the consumersTo assess their perception andfeedback. This is l imited by thesample size but will definitelyprovide an indication A[lthe criteria / parameters to beassessed based on the ConsumerSurvey are listed, This is reviewedand validated by the ExpertAdvisory Comminee /EAC/. Thissurvey is run by the professionalmarket research agency selectedby CONCERT

This method has also been broughtinto this exercise to bring the customerwho is an integral constituent in thetotal picture of the Tour Operatorscenario. This could prove to bea useful adjunct to the evaluativestudy of the Tour Operator using theDesk Test method, by providing thecustomer angle of how they look attheir service.

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The survey will cover the four southernstates of Tamilnadu fincludingPuducherry/, Andhra, Karnataka, andKerala. Care has been taken to ensurethat there is a fair spread between themetros, urban, semi-urban and ruralareas in these four states.

Primary Research

Tour Operator [r TravelAgents

Extensive primary research wascarried out to arrive at the above byway of understanding the followingparameters of target countries;the competitiveness of tourismsector was evaluated by the macroparameters shown in the followingtable. These macro parameters insome cases were broken down intomicro parameters.

Infrastructure

F Accommodation facilityF Restaurants

F Airport

F Mode of Transport

) Transport facilities

Taxes

) Entertainment Tax

D Service tax

F Luxury Tax

F Custom Duty

F Any other'taxes related to Tourism

Visa

D Visa on arrival

F Online Visa

Parameters were analyzed on thebalis of available information throughdifferent sources fcollect pamphletwebsite/ etc.

Singapore was considered asoutbound destination for the purposeof this report.

Tourism in Singapore

Singapore a modern city-statecomprising of 6l islands is located atthe southern tip of the Malay peninsu la.Tourism industry has undergone vastchanges in the last decade. Touristarrival has increased in Singaporeto about 49 percent since zoog withrr.5 mil l ion in 2o1o. Singapore alsoshowed a remarkable performanceat recent World Economic Forum,sTravel and Tourism Competitivenesslndex 2o7.L by topping in Asia pacificand acquiring roth place among 13ocountries. Singapore Tourism Boardalso uncovered the new mobiletechnology App. your SingaporeMobile Guide that would facilitateand help travellers wishing to visitSingapore.

Singapore presents itself as amedical hub and education hub.Major attractions in Singapore arecentered on leisure and luxury travel.lsland resortl shopping, nature sight-seeing, dining and night life attract

I

I

tourists for their easy accessibility,Singapore Tourism Board promotesa variety of events all year round fortourists. Some of the anchor eventsare the Chingay parade, SingaporeArts Festival and Singapore GardenFestival. Other annual events includethe Singapore Sun Festival, theSingapore Food Festival held everyluly to celebrate Singapore's cuisine,the Christmas Light up, the Singaporelewel Festival, etc. The Sin!aporegovernment preserves the traditionalquays alongside Singapore Riverrestoring old warehouses and shophouses, converting them into pubs,restaurants and lounge bars.

To compete with its Asian rival citiessuch as Hong Kong, Tokyo andShanghai, the Urban

Redevelopment Authority ofSingapore plans to transform thecity in to a more vibrant and excitingplace with more buzz by l ighting upthe city completely. This would makeSingapore livelier and help to createa captivating night scene to increaseSingapore's appeal and high rankingstatus in the world.

Reasons for rise of tourists inSingapore are i ts shopping, islandresofts, nature sight-seeing, night lifeand various events and festivals makeSingapore a popular destination,Singapore's advanced and modernsystems as well as its emphasis onleisure and luxury travel make i t an

attractive destination for travelerswith less time, A strong marketingcampaign unl ike lndia's makes i t afavored tourist destination.

Comparative analysis of outbound tour operators, Destinationcompetitiveness of India andSingapore

Analysis of Data Collected fiom TourOperators

We identified major tour operatorsThomas cook, Cox €r Kings, KuonifSOTCi, Akshaya & sree rravel. Theyare oldest tour cperators and largestintegrated travel service corpany inthe country, offering a wide spectrumof services that includes and notlimited to Corporate Travel, LeisureTravel, and lnsurance,

They pride themselves as beinghonest with transparent deals, costsand no compromise on sightseeing.They have a series of escorted grouptours to al l places, depending oncustomer needs.

Infrastructure

D Accommodation facility

All the tour operators provideaccommodation facility for customerpreference. Most of the customerspreferred accommodation on twinsharing rooms in three star categoryhotels. Some tour operators providethe list of hotels for accommodationfrom which the customer can choose

I " tF * t f { I . J t tE r J i t ' r e - .

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according to their preference. The airports if not mentiorate will vary from 3 star hotels to price wili have to b4 star hotels, Any additional hotel travelers,expenses incurred personally like,Laundry, phone charges, beverageswater bottles & other charges. Tour operators provided AirportAccommodation. for twin sharing has transfer on a seat in coach basis. Somealso been provided. tour operators on a private basis of5' Restaurants deluxe category option. Sightseeing

Mosr of the tour operarors provide ]:#:T::Hi:lh[:|ilffiil;breakfast for their tour fare, some oJ tour operator provide separatethem provide fixed menu vegetarian ,.1',.r.. tride facility based on theEr non-vegetarian food including - .^.^ -

^_-.breakfasl iunch and dinner ut Rr.i ::1':::l"preference,

cost to be paid

hotels. All the Tour operators n;J Dy tne customer'

include Lunch ft Dinner in the rour TOUR OPERATORS PERCEPTION ONfare, Customer has to pay their food. TOURISM lN INDIA

F Air FarelTax Tourism policy; India,s tourism policy,Tour operators provide the list of lcgordinq.to tour operators, is not very

flights Et fare for customer preference. definite' The state of tourism in India,They can choose timing €t fare as despite there being huge potential,per their convenience. Most of the is not growing at the rate as in othertravelers prefer to travel economy countries like Thailand, Malaysia andclass for their tour program. Customei lndonesia. The primary reason beinghas to pay any increase in the airfare that tourism sector in the referredcharged by the airlines on air ticket. countries is very organized. TheThe airline ticket fare quoted is policies are clear drafted; hence allapplicable as of date and will change the stakeholders in the sector operatefor date of arrival. once the flight complimenting each other. Thetickets are booked, it is not possible to scenario in lndia is totally opposite. Allcancel the trip according to the airline the stake holders in the sectors workpolicies, but it is possible to change according to their own policies andthe dates either with preponement even the-promotional campaigns andor postponement with the prescribed marketing modalities are separatec.harges applicable_ according to for privat-e players and Governmentthe airline policies. Departure tax at administration.

.

A comparative statement of various tour programs offered by different operators is provided for customer preference,S. No Tour

OperatorDuration ofTours

AccommodationRestaurant Cost per person Tax Transport

1 Cox €tkings

5Days 14Nights

3 Star Hotel lbis SingaporeNovena

Rs 54r5z.oo Govt. ServiceTax 3.o9"1"

SIC fSeat inCoachi basis

2 AkshayaIndia

5Days 14Nights

3 Star Hotel Hotel Cultural Rs 565oo.oo GoW. ServiceTax 3.o99

Not Mentioned

3 SOTC 5Days /4Nights

3 Star Hotel Fragranceselegie

Rs 385oo Govt. ServiceTax 3.o9"/"

SIC fSeat inCoach/ basis

li ThomasCook

5Days 14Nights

3 Star Hotel Hotel Cultural Rs u353o.oo GoW. ServiceTax 3.o9"1"

SIC {Seat inCoach/ basis

5 Fulcrum 5Days 14Nights

3 Star Hotel Hotel Cultural Rs 4oooo.oo Not Mentioned SIC {Seat inCoachi basis orPrivate

6 SREETravels*

6Days /5Nights

3 Star Hotel Hotel Fortuna Rs 46ooo.oo Not Mentioned Not Mentioned

S, No Visa lnsurance Guide Advancepayment

Cancellationpolicy

Itinerary Document

1 Price NotMentioned

Mentioned /Price Notavailable/

Not Mentioned Yes Available Provided Not mentioned

2 Price NotMentioned

Mentioned fprice Notavailable/

Not Mentioned Yes Provided Not mentioned

3 Rs z3oo.oo Mentioned fprice Notavailable/

Not Mentioned Yes Provided Not mentioned

q Price NotMentioned

Mentioned fprice Notavailable/

Not Mentioned Yes Available Provided Not mentioned

5 Rs zzoo.oo Mentioned fprice Notavailablei

Not Mentioned Yes Available Not mentioned

mentioned6 Price Not

MentionedMentioned fprice Notavailable/

Available Yes Available

A comparative statement of facilities offered by different tour operators

Survey {Research Methodology/

A quantitative study wasconducted. Face to face interuiewswith a structured questionnaire wasconducted across cities.

The sample sizes in differentcities were as follows;

Chennai 75Hyderabad 75Bangalore 76Kochi 75Total 301

The targer group for thesuruey was SEC A and B, Therespondents chosen werethose who have availed ofservices of internationaltour operators to abroad ona holiday

atF

Places visited

Singapore, U5, Dubai, Malaysia,Thailand and Sri Lanka are the top 6countries visited by respondents,

City wise there were wide variation,While 651 Chennai tourists patronized

Singapore, 63% Hyderabad touristswent to US. 32"/" and 24% of Kochitourists went to Dubai and Singapore.But Bangalore tourists went to all thetop 6 cities - Singapore 25"1", US 16"/",Dubai a3%, Malaysia zo"/", Thailand16"/" and Sri Lanka rz%.

The top four factors are tour costno. of places to visit, discount andpromotional offers and no. of tourdays. But there are variations citywise in these. Chennai tourists valueno. of places to visit and standard ofhotels more, while Hyderabad valuestour cost and no of places to visit,Bangalore values no, of places to visitmore and then the tour cost. Kochivalues tour cost and promotionaloffers more.

Medical Insurance

Medical insurance have been taken

by 52"1" of all tourists contacted,But when we analyze city wise, nChennai only 25"1" have taken medicalinsurance, In Bangalore and Kochi,58% and 56% have taken medicalinsurance. In Hyderabad a whopping23% have taken medical insurance.

In terms of tife stage of respondents,68"1" of students, 6o"1" of couples, 46'1"of family with chi ldren 50% of seniorcitizens and 3r,,h of single touristshave taken medical insurance fortheir travel.

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Factors that determine choice of tourist operators

Factors All Chennai Hydenbad Bangalore l(ochiTour cost 7o 63 64 6t 85No. of places they takeyou to visit

6677 5 5 74 59

Discount and promotionaloffers

6r53 51 3 7 6r

No. of tour days 6o 5 5 31, 5q 59Standard of hotels q j 65 3 5 29 4 tBrand name of tourcompany

3851, 4 0 3 7 2 5

Mode of internal transport 29 48 2 5 2 4 19

Travel dates 29 1_7_ q4 z8 32

Only 8"/" had a medicalduring travel, Of the

requiring medical emergency wasalso less than 45 years.

Of the people requiring medicalemergency {among those who hadmedical insurance/ roo"/" of couplesand family with children could utilizemedicaf emerEency while only 7g"of students could use the insuranceservices for medical emergency

emergency22 tourlsts

requiring medical help ga"l" couldavail of medical insurance

satisfaction with seruice providers - ls the tour worth the price?

Au. Chennai Bangalore Hyderabad KochiExtremelyDissatisfied

1

Dissatisfied a 1 tNeutral t 3Satisfied 6r 1 97 8r 65Extremely

Satisfied 37 99 3 1.3 33Base fno ofrespondents/ 301 75 l6 75 75Mean score 4.3 5 q 4 4.3

chennai tourists ar: v.ery satisfied compared to others. satisfaction of othercities also are quite high at an average of q points and abov. "rir 5-point scale.

k - H

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r. There was a representative at the

ilfi- to guide us regarding the

It is observed that parveen Travels,Southern Travels and Madura travelshave secured roo"1" top 2 box scores forall parameters

In the top 4 brands where we hadminimum 3o tourists, the satisfaction onall parameters was over Zo% for all 4brands.

z. Flight bookings were doneoperator

3, VISA formalities were donebeforehand

4. Food offered in the flight was good

Evaluation for airline seruice _ brand wise

below.descriptionsare given 5. Flights were chosen as per our

convenience Et preference6. There was a representative at the

Airpofi to receive us7. Chauffer driven car was available at

the destination Airport ro r.u.uiu. ,,The client's satisfaction was ascertainedon a 5-point scale. Here top z box scores- highly satisfied and satisfied _ areclubbed here.

by tour

19. !F O J

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100 q6 L00 93 100 100

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100 100 l8 679q 89 100 97 9q

100 1_OO 100100

100

91

91

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t8 67j 9o 89 100 938o

88

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5

87 89 L006l y8

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75

88r99100

1"O0 83100 L00 q 5

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Z867

67

l885 85 100 87 t6

88

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93

100

100

t7 100

6 8z 7q

85

100 87 75 100 !_1_00

837 72

8u S6

l8

100

89

100

100

9

63 100100 8o 76L3

87 100 100100

Base 7L q6 33 3o100

8

100 83 100L5 11 11 9 9 8 6 6Parameter

Evaluation of sightseeing - brand wise

1 99 8l 100 93 76 93 100 100 8g 100 78 88 100 100 100

2 99 93 100 9o 100 100 100 91 100 S6 57 100 100 100 8l

3 9? 91 100 93 8z 100 100 91 89 78 l8 38 100 100 100

4 97 8g 100 8l 8z 93 100 100 78 78 78 100 100 100 8l

5 95 85 100 100 88 100 100 91 78 56 Z8 100 100 100 100

6 9tl 78 100 8l !1? 93 100 8z 56" 67 78 100 100 100 67

7 93 93 100 83 100 93 91 91 y8 89 67 88 100 83 8l

8 93 8S 100 87 47 93 100 6t., qq l8 tl4 38 100 100 100

9 92 89 100 93 100 100 100 100 6l 89 100 75 100 t7 100

10 92 8g 100 8t 94 100 100 100 8g 8g 100 100 100 100 100

11 92 91 100 9o 7t 93 100 100 100 78 l8 100 100 100 100

Base 7t 46 33 3o t3 15 11 11 9 9 9 8 8 6 6

Parameter descriptions are given below.

r. Comfort in the Transport providedduring sightseeing

z. ltinerary covers most prominentplaces

3. Internal transportation service

Special requests were metKnowledge of tourist guide aboutthe placeTime given to undertake privateoutings for shopping, for meetingrelative/friend etc.Ability of tourist guide to deal with

unforeseen circumstances8. Accommodation of additional sight

seeing9, Coverage of major tourist attractions

of the placero,Overall conduct of the tourist guideu, Punctuality during sightseeing

4.5.

5.

7.

1,Il r

The satisfaction was ascertainedgn a s-point scale. Here top zbo1 ;co1es - highty satisfied 5njsartsfied - are clubbed here.

It is observed that parveen tavelsand Madura travels haue secureJ1oo% top 2 box scores for all

In the top 4 brands where wenave minimum 3o tourists, thesatisfaction on all parameters iiover 8o"/" for 4 all brands.

ft is. observed that parveen travels andMadura travels have secur.a ir."f"irp,box scores for all parameters

!, If,. top 4 brands where we haveminimum 30 rourisrs tr,u iuiiriuitilnon all paramerers is over so% foii affbrands.

parametersEyaluation of customer seruice _ brand wise

r. Sp-e_cial request on food areaccommodatedz.

_Deta.i$ . of the destinations areprovided

3 Briefing on departure €t meetings areheld on time4. Wake up calls tt reminders are

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97 85 100 83 7t 100 1002 g6 g6 100

l8 88 100 100 L0093

93

100

9q

L00

100

100 100 1003

q94 g6 100

l8 l8 100

88

100 t 7 100100 100 89 100 10094 g6 100 83 94

71.

93100 100 100

100 91 100 335 94 l6 100 8l

9o

93

Z8 100 100 t7 100100 100 91 67 8q6 94 87 10089 100 100 100 10088

7t

100 9t 100 67 89z_Base

9o 89 100L00 88

88103100

100 100100 1_OO

11

L00

11

tB

9

100 tB7a t 6 33 3o L3 L5 839 9 8 8 6Parameter descriptions are given berow 6

Brand Association

This tour operator has good reputation in the market 35 27 tf, TL 9 4 a2

This tour operator has optional places to visit during yourexisting tour 35 19 36 11 10 5 9

This tour operator is extremely customer friendly 34 22 77 t t LL 5 7

The tour managers are extremely friendly andaccommodating 33 r6 35 tL 8 ll 8

The fellow tourists during the tours of this operator arefriendly

29 a7 4t L7. 9 5 9

They have packages customized to your needs 29 L? 36 11 t2 6 9

This tour operator has the best itinerary of the location z8 r8 38 t t 9 7 9

The punctuality of staff Et tour manager is commendable 27 a9 tp 10 9 3 9

Luxurious tour operator 27 20 36 t t 7 lr 8

The price at which this tour operator provides the serviceis value for money

z6 22 36 11 t l 7 9

They provide appropriate accommodation to customers z6 r8 )7 t7. 9 4 7

This tour operator provides Indian food during the tour z6 2 l 35 t t 7 7 6

Most enioyable experiences during the tours organized bythis tour operator

2q t9 39 11 8 7 8

fF

Here tourists are asked to associateon each parameter brand names asper their perception

The top three brands in this are Akbartravels, Thomas Cook and Cox €tKings. As their awareness is high theassociation levels also increases.

Summary of findings. Places visited - Singapore, USA,

Dubai, Malaysia tt Thai land werethe top destinations visited byrespondents. Kochi respondentspreferred Dubai whereasHyderabad preferred USA ErChennai ones preferred Singapore.

. Drivers of brand preferenceCost is the predominant driver forbrand preference followed by touritinerary Et promotional offers

. Medical Insurance - 52"1" ofrespondent avai led medicalinsurance for travel. g% of atlrespondents faced a medicalemergency during the tour. Andmajori ty could avai l of medicalinsurance during travel

. Brand awareness - Akbar Travels,Thomas cook, Cox €t Kings havevery high awareness levels. GemEt Heena Travels, despite havinghigher awareness, were not

able to convert the scores intoconsideration scores

Brand consideration and servicesavailing - Apart from Akbar Travels,Thomas cook, Cox €t Kings therewere brands like southern travels,Riya, Parveen Travels €t Classichol iday who have managed togarner consicieration scores

Specific likes - Timeliness, FoodQuality tt Customer services werethe l ikes.

Tour operator evaluationRespondents were satisfied withalmost al l the aspects of theirtour operatcr. Satisfaction washigh in Chennai €t Kochi fol lowedby Bangalore & then f inaltyHyderabad.

Tour operator evaluationparameters - Food €r

Accommodation €t Sight Seeingare the parameters where scoresdip €t lmprovement can be madein certain cities like Hyderabadtt by certain tour operators likeThomas cook, Cox €t Kings.

. Brand perception - Akbar ttSouthern travels are perceived tobe enjoyable. Cox and Kings asluxurious and Thomas cook as

Trustee in charge(ONCERT leadThe EAC members

Comparative Testing Team- Mr- S. Ramani

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Report Compiled €r Edired bySpecialSupplement Designed by -

Mr. G. Santhanaraian, Director CONCERT TRUSTMr. Mahadevan, CEO, Lotus Lounge HolidaysMr. Tamil Selvan, Sratistical Assisranr CONCERTMrs. Nirmala Desikanldebmoksha

rtl,,a . F U y r - l a ? - : - ' - r - - ' - '