AN ORGANIZATIONAL STUDY

ON
M/S THOMAS COOK INDIA Ltd.

INTERNSHIP REPORT
Submitted in the requirement for the award of the degree of Master of Business
Administration (MBA) of the University of Kerala

SUBMITTED BY
ANSA M. KUNJUMON
REG NO: 60021453005

Under the supervision of

Dr. HARI KRISHNAN P.K.
(Assistant Professor)

KERALA INSTITUTE OF TOURISM AND TRAVEL STUDIES (KITTS)

RESIDENCY, THYCAUD, THIRUVANANTHAPURAM – 695014
(Affiliated to University of Kerala & Approved by AICTE, New Delhi)
2021-2023
 ACKNOWLEDGEMENT

I would like to extend my sincere thanks to Dr. Dileep M.R, Director, KITTS for his constant
support and encouragement for the completion of the study.

I would like to express my gratitude to Dr. B Rajendran, Principal, KITTS for his advice and
help to complete the study on time.

I would like to express my whole hearted thanks to Dr. Hari Krishnan P.K., Assistant Professor,
KITTS, for guiding me to complete this study successfully.

I wish to extend my heartfelt thanks to my family and well-wishers for their timely
encouragement and support for the successful completion of the work.

ANSA M. KUNJUMON
 DECLARATION

I hereby declare that the internship report submitted to University of Kerala, for the award of
Master of Business Administration (travel and tourism), is the original work done by myself under
the guidance of Dr. Hari Krishnan P.K., Assistant Professor, KITTS. This work is my own and has
not been submitted for the award of any other degree.

PLACE: THIRUVANANTHAPURAM ANSA M. KUNJUMON

DATE:
 TABLE OF CONTENTS
CHAPTER TITLE PAGE
NO.
1 INTRODUCTION 1-3
1.1 Introduction
1.2 Objectives
1.3 Scope
1.4 Methodology
1.5 Time frame
1.6 Limitations
1.7 Significance
1.8 Structure

2 INDUSTRY PROFILE 5-18

2.1 Profile
2.2 Functions of tour operators and travel agencies
2.3 Travel Agency Resources
2.4 Sectors within Tourism
2.5 Relevance of Tourism

3 COMPANY PROFILE 20-26

3.1 Thomas Cook India Ltd.
3.2 History of Thomas Cook
3.3 Mission and Vision
3.4 Why Thomas Cook India Ltd.
3.5 Awards
3.6 Organizational Structure
3.7 Branches
3.8 Products and Services Offered

4 ORGANIZATIONAL STUDY 28-31

4.1 Functional areas/Focused areas
4.2 Corporate Social Responsibility

5 LEARNING OUTCOME 33-37

5.1 Experience
5.2 SWOT Analysis
5.3 Learning Outcome
5.4 Findings
5.5 Suggestions
5.6 Conclusion
5.7 References
 CHAPTER 1

INTRODUCTION
1.1 INTRODUCTION

Tourism is one of the world's fastest growing industries as well as the major source of foreign
exchange earnings and employment for many developing countries. The concept refers to the
broad framework that identifies tourism‟s essential characteristics and distinguishes tourism from
similar, often related but different phenomena The two terms „travel‟ and „tourism‟ can be used
in isolation or together to describe three concepts:

 The movement of the people

 A sector of the economy or an industry
 A broad system of interacting relationships of people, their needs to travel outside their
communities and services that attempt to respond to these needs by supplying products
 According to World Tourism Organization tourists are people who: “travel to and stay in
places outside their usual environment for not more than one consecutive year for leisure,
business and other purposes not related to the exercise of an activity remunerated from
within the place visited.” [www.tourismnotes.com]

India has great tourism potential due to its unique cultural and natural attractions. It has an
ancient civilization preserved in its religion, customs, traditions and architecture. It is widely
acknowledged that the tourist and hospitality sector, which encompasses travel and hospitality
services like hotels and restaurants, is a development agent, a catalyst for socioeconomic growth.
There are plenty of chances for personal and career growth – and to make a difference. With
work available on a permanent, part-time and seasonal basis, there are opportunities to suit
everyone. India is geographically diverse and offers a variety of cultures that come with its own
experiences, making it one of the leading countries in terms of international tourism expenditure.
Technology is also playing a big role in the changing dynamics of travel and tourism.
Internet has enabled worldwide reach for a host of facilitators, and enabled rise of new segments
such as FIT (Free Independent Travelers), who shun mass tourism packages and set out to
explore on their own. The fast pace of technological changes and the interplay among a host of
sub-sectors like hospitality and infrastructure make travel and tourism a complex area to study.
[https://timesofindia.indiatimes.com/]

1
1.2 OBJECTIVES OF THE STUDY

 The prime concern of this intern is to build up confidence and to expose ourselves in the
challenging field of travel and tourism organization.
 To understand the working environment of Thomas Cook.
 To review the practical training received in the training period.
 To deal with customers having different characteristics.

1.3 SCOPE OF THE STUDY

 To learn the activities and functions of each department.

 To get familiar with the business environment of travel industry.
 To prepare itineraries for both domestic and international tours.

1.4 METHODOLOGY

The report has been prepared with the help of both primary and secondary sources of data. The
primary data is the first hand information, which has been obtained from keeping an eye on
official actions, conversation with my supervisor and fellow colleagues and my experience
during the internship. The secondary sources of data includes text books and relevant web site
links.

1.5 TIME FRAME

The time frame for the study was one month dated from 3rd October 2022 to 4th November 2022.

1.6 LIMITATIONS

There were a few limitations which I had to face while collecting information for this report. For
example, some exercises were difficult to comprehend since they were not related to theoretical
knowledge. Also, the study of such a brief period of time is not without constraints. As a result,
the most significant constraint is time. Due to the workload, data needed for the analysis report
authoring was sometimes unavailable. Sometime the management teams were not comfortable to
give every information as they consider it as confidential.

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1.7 SIGNIFICANCE

This study will contribute to the market by providing in-depth analysis of Versatile and its
business strategy.

1.8 STRUCTURE

The report consists of five chapters. The first chapter is the introduction to the whole study and
the second one deals with the profile of the industry chosen. Third and Fourth chapter consists of
company profile and organizational study. The learning outcomes such as academic and
professional knowledge are mentioned in the fifth chapter.

3
 CHAPTER 2
INDUSTRY PROFILE

4
2.1 INDUSTRY PROFILE

So, what is the tourism industry? First, it is important to define what is meant by the „tourism
industry‟. Essentially, it refers to all activity related to the short-term movement of people to
locations away from where they usually reside. It is one of the world‟s largest industries and the
economies of many nations are driven, to a large extent, by their tourist trade.

According to UNWTO, tourism is defined as the activities of a person travelling to and staying
in places outside their usual environment for not more than consecutive year for leisure, business
and other purposes. [https://www.unwto.org/]

Tourism is vital for the success of many economies around the world. There are several benefits
of tourism to host destinations. Tourism boosts the revenue of the economy, creates thousands
of jobs, develops the infrastructures of a country, and plants a sense of cultural exchange
between foreigners and citizens. The number of jobs created by tourism in many different areas
is significant. These jobs are not only a part of the tourism sector but may also include the
agricultural sector, communication sector, health sector, and the educational sector. Many
tourists travel to experience the hosting destination‟s culture, different traditions, and
gastronomy. This is very profitable to local restaurants, shopping centers, and stores. Tourism
creates a cultural exchange between tourists and local citizens. Exhibitions, conferences, and
events usually attract foreigners. Organizing authorities usually gain profits from registration
fees, gift sales, exhibition spaces, and sales of media copyright.

Furthermore, foreign tourists bring diversity and cultural enrichment to the hosting country.
Travel agents and tour operators play a major role in boosting tourism growth across the globe.
They are today accepted as crucial components of the travel and tourism industry. A travel
agency sells travel arrangements directly to the public. More specifically, an agency sells air,
land and sea transportation; lodging accommodations; cruise trips; package tours; travel
insurance; and other related products. Some travel agencies combine retail and wholesale
activities on the same premises.

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For example, Thomas Cook USA, an outgrowth of the world‟s first travel agency, sells both
retail and wholesale products. The major functions of travel agencies and tour operators include
booking of tickets, itinerary preparation, designing of tour packages, processing of travel
documents, travel insurance, travel research, conducting tours, marketing and publicity etc.
[https://globaledge.msu.edu/]

2.2 FUNCTIONS OF TOUR OPERATORS AND TRAVEL AGENCIES

 RESERVATION OF TICKETS

Travel agencies and tour operators sell a variety of products, but reservation of tickets is still one
of their sources of revenue. Reservation of airlines tickets, railway tickets, ship lines and bus
tickets can be done either at agency counters or through reservation agencies available online
these days. Due to stiff competition amongst airlines and low-cost carriers in India and globally
to an extent airlines are working on zero margin commission for travel agencies. In recent years
slowly the scenario is changing, and online travel agencies are selling tickets online. Global
Distribution Systems have changed the way ticketing used to be.

 PREPARATION AND PROCESSING OF TRAVEL DOCUMENTATIONS

There are listed documents required while going on a tour, especially on a foreign trip. Travel
documents such as passport, VISA (It is an endorsement on a passport indicating that the holder
is allowed to enter, leave, or stay for a specified period of travel in a country), health certificates,
vaccination, insurance, foreign currency etc. It takes time to get the VISA clearance from the
concerned embassies. All such functions are handled by travel agencies and tour operators to
help their clients with hassle-free travel. Travel documents are also essential. If they are not in
proper order, tourists may find themselves in big trouble, particularly on foreign trips. They may
not be allowed to enter the country if documents are not in proper order.

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 i. Budgeting and Allocation: Financial management of any organization or firm is quite an
important function. Budgeting for different activities and overall smooth functioning is
crucial part of management. They do a proper annual budgeting and specific a program
budgeting prior to allocation. Then funds, man power and other resources are allocated
on the lines of budgeting. Without proper budgeting and sufficient allocation of
resources, it is hard to imagine the sustenance of any organization.
ii. Research and Development: Large travel firms usually have their own research and
development departments. A lot of R & D activities are undertaken by them such as
market research studies, itinerary feasibility, designing new package tours, new product
development, customer preference studies, branding strategies, costing of products and so
on. Though it may not be possible for smaller firms to do research, they too are involved
in a limited research and development at the local level. R & D helps in the sustainability
of firms, enhances market expansion and better service to the tourists.
iii. Corporate Social Responsibility: Till recently CSR was seen as the social obligation of
firms towards the society and communities they are working with but in the present
market economics it has become an alternative way of positioning as well. Travel
agencies and tour operators are also participating in social issues, community
development, public awareness as part of their corporate social responsibility. Destination
sustainability is only possible with the social responsibility of all the stakeholders of the
industry. Hence the role of these travel firms through CSR stands vital to travel industry.

Travel agencies and tour operators should ensure that their activities should not adversely affect
the lives of the people and community. Corporate Social Responsibility is a new catching phrase
these days, it implies that business organization should make some direct positive contribution to
the society. They can provide training and development facilities to generate pool of skilled work
force, help in providing basic amenities in local govt. schools, empowerment of women etc.

 TRAINING AND DEVELOPMENT

Human resource is the backbone of any organization and it plays a greater role when it comes to
service industry. There is a need for skilled man power to handle visitors/clients. It is only
possible with a pool of trained professionals. Hence it is listed as one of major functions of travel

7
agencies and tour operators for organizational growth and quality enhancement. Employees are
trained in industry suitability skills, handling guests, crisis management, soft skills, sales and
marketing and updating of operational skills with change in technology. This will help
developing the capabilities of its human resource specifically and business of the organization in
general.

 DESIGNING PACKAGE TOUR

Preparing itinerary, designing package tours and costing are equally important functions of a
travel agencies and tour operators. With the growing competition in the travel market
differentiation, their products is crucial to their sustenance and revenue generation. Expert teams
and experienced travel managers from the research and development cells are involved in
drawing itineraries, conducting familiarization trips, studying the feasibility of the itineraries. It
is followed by package tour designing, costing and finally launching it in the market. This is how
travel agency plays a vital role in the entire process of developing and promoting tourism.

 CONDUCTING FIT, GIT AND FAM TOURS

If designing of package tours is crucial to expert teams, it is even more crucial for the
operational teams to conduct Foreign Independent Travel/ Free Individual Traveler (FIT), Group
Inclusive Tour (GIT) and Familiarization Tours. Specialized, customized packages may be
required at times to meet the demands of these groups and individuals. Clear cut terms and
conditions should be laid out before sale of any such tours. Tour manages, travel associates,
interpreters, arrangement of guides, processing of travel formalities are some of the issues to be
taken care of. Travel agencies and tour operators also conduct FAM tours apart from FITs and
GITs as part of feasibility of the itinerary/ package tours or as promotional methods in
collaboration with destination promoters and other service providers.

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  COORDINATION WITH PUBLIC AND PRIVATE TOUR ORGANISATIONS

Public and private tourism organizations are an integral part of travel industry. Hence it is in the
interest of the travel agencies and tour operators to coordinate with them for their own benefit. In
India the Ministry of Tourism (MoT) is the supreme policy maker, Indian Association of Tour
Operators (IATO), Travel Agents Association of India (TAAI) are major tourism organizations
and Universal Federation of Travel Agents Association (UFTAA), Pacific Asia Travel
Association (PATA), World Association of Travel Agencies (WATA), United Nations World
Tourism Organization (WATA), International Air Transport Association (IATA) and World
Travel and Tourism Council (WTTC) are globally famous travel organizations. Coordination
with these organizations can be of sharing data, memberships, policy suggestions, participation
in travel marts etc.

 Travel Insurance: Travel insurance ensures insurance security to travellers‟ personal as

well as baggage losses. Large travel firms in the present industry environment are
offering travel insurance to their clients. A client who insures his travel buys a policy
from an insurance company though the travel company which is generally included in a
package tour. A typical travel insurance may cover insurance for life, accidents, medical
treatment, baggage loss, trip cancellation and similar losses. Travel Insurance provides
security net to the travellers and compensate the loss of life, baggage, cancellation etc.

 Currency exchange: All outbound and inbound tours require foreign currency. Clients
may require foreign currency of the destination country and clients visiting from a
foreign country may need to exchange foreign currency for the host country currency.
Foreign exchange service is permitted by the Reserve Bank of India and Foreign
Exchange Management Act (FEMA) to the registered travel agencies and tour operators.
They charge a minimum commission as per RBI rules to provide this service.

 Organizing conference/convention etc.: Event management is today a completely

professional business. Organizing seminar, conferences, conventions and exhibitions is
also being undertaken by travel agencies and tour operators apart from their regular travel

9
 services though there are specialized event management companies for handling such
events and programs. It may be noted that many large travel firms are now offering
exclusive Meetings, Incentive travel, Conventions/conferences and Exhibitions (MICE)
packages which are handled by their MICE divisions.

 MARKETING AND PUBLICITY

Marketing and publicity of tourism products in general and tour packages and other services in
specific is one of the major functions of travel agencies and tour operators. They involve
promoting and marketing all types of travel services such as tour packages, hotel services, air
services, car rental services, travel insurance etc. They use both print and electronic media for
marketing and publicity of their products, play a vital role in the marketing and publicity of
destinations, attractions and other components of destinations. While playing hard in marketing
their products, they also play the role of ambassadors of destination image and brand building.
Marketing and publicity can bring rather unknown destinations on the tourist map. Now-a-days
popular tourist spots are getting overcrowded. So, people are moving to unexplored areas. This
trend can provide employment opportunities to the people in rural and remote areas.

 DISASTER PREPAREDNESS

Due to the growing uncertainty about natural and manmade disasters such as cyclones, floods,
earthquakes, tsunami, landslides, accidents, fires, stampedes, terror strikes and others, disaster
preparedness is the most inevitable function of travel agency and tour operations. Safety and
security of the visitors is prime responsibility of the operators and they should be prepared to
handle all such disasters. A team of professional is these days, trained to handle such incidents
and avoid any harm to their clients to a great extent. They also coordinate with the local disaster
management teams to face such challenges.

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2.3 TRAVEL AGENCY RESOURCES

Travel agencies use two types of information resources to perform their functions:

(1) Computer reservation systems and (2) printed references. Over the last decade, travel
agencies have become increasingly dependent on computer reservation systems, which not only
provide access to a large body of travel-related information but also generate airline tickets and
other travel documents. However, skill in the use of other reference tools is also important.

Computer Reservation Systems

A computer reservation system, or CRS, is the most important tool of a travel agency. Informally
called a “res system” CRS provides agents with access to such essential travel information as
flight availability, airfares, room rates, and car rental rates. Reservations can be made over the
CRS, and airline tickets can be issued on demand.

Printed References

Although a CRS provides access to a substantial amount of data, printed references for such
travel products as hotel accommodations, cruise ships, and tours are often more comprehensive.
Printed reference tools fall in the following categories:

 Airline
 Hotel
 Cruise and steamship
 Tour

2.4 SECTORS WITHIN TOURISM

1) Transportation

The transportation sector is concerned with helping tourists to get where they need to go, via the
provision of transport. This may include providing them with the means to get to their intended
holiday destination in the first place, but may also include guiding them with getting around after
they arrive at their destination. Included within this sector are services related to road, rail, air
and sea travel.

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Airline Industry: The airline industry plays a vital role in the modern travel industry, providing
passengers with access to both domestic and overseas flights, allowing them to quickly reach
their intended destinations via commercial aircraft. Airline services are generally divided into
scheduled and chartered flights.

Car Rental: For many tourists, having access to a car is an important part of their tourist
experience, ensuring they have the freedom to explore and travel freely. Car rental services
provide this kind of access and often operate in close proximity to airports, or even in partnership
with particular airlines or travel companies.

Water Transport: As the name suggests, the water transport sub-section is concerned with
movement across the water. This includes things like ocean liners and ferry transport, where the
objective is usually to get passengers from A to B, but also includes cruise liners, where being on
the cruise liner itself forms the main part of the travel experience.

Coach Services: Coach and bus services are an important part of the tourism industry, offering
long-distance travel, assisting airport passengers with travel to their accommodation, taking
groups of tourists on day trips to local attractions or popular tourist destinations, and offering
access to other nearby towns and cities.

Railway: Rail travel has played an important role in the tourism industry since the 19th century
and continues to do so. Railways not only provide a means for travellers to get to their
destination, but overground and underground rail services also provide options for navigating
many of the major towns and cities that tourists visit as well.

Spacecraft: A new element of the transport sector – and one that will become increasingly
important in the years ahead – involves the use of spacecraft to carry tourists into space. Indeed,
Virgin Galactic, recently sent the VSS Unity space plane into outer space and is planning to offer
commercial flights to „space tourists‟ in the near future.

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2) Accommodation

The accommodation sector is central to the travel and hospitality industry, because people
travelling to different areas require somewhere to stay, rest, sleep and unwind. In fact, by many
definitions, a tourist is only classed as such if their stay exceeds 24 hours and they use some
form of overnight accommodation.

Within this subsection, there are a number of different components, ranging from the hotel
industry to camping, hostels and cruises. These sub-sections are explained in greater detail
below:

Hotels: Hotels are the most obvious and popular form of accommodation for tourists and the
hotel industry is inextricably linked to the tourism industry. Put simply, hotels provide paid
lodgings for guests. With that being said, aside from beds and other essential facilities, the
services they provide can vary quite drastically.

Shared Accommodation: In more recent times, shared accommodation has emerged as a major
option for tourists. One of the most popular services offering shared accommodation is Airbnb,
where users are able to list spare rooms and rent them out to travellers on a short-term basis.
These could be individual, private rooms, or common areas shared with others.

Hostels: A hostel is typically a lower-priced accommodation option, suitable for those operating
on a lesser budget, or those who are attempting to reduce their travel costs. It is a form of
sociable accommodation, where multiple guests will rent beds in a shared space, typically with
communal bathroom and kitchen facilities.

Camping: Camping is the practice of staying outdoors overnight, in a tent or similar type of
shelter. While tourists may opt to camp in public areas, commercial campsites are extremely
popular and often more convenient. These commercial sites will typically charge for access, but
will also provide additional facilities or utilities.

Bed & Breakfast: B&B accommodation offers a small number of rooms for guests and offers
overnight stays and breakfast in the morning. In most cases, guests will have a private bedroom

13
and bathroom, although bathroom facilities are sometimes shared. The owners or hosts of these
establishments will often live in the bed & breakfast too.

Cruises: Cruises also come under the accommodation sector, because cruise liners serve as a
form of accommodation in their own right. Typically, on a cruise, travellers will be allocated
their own cabin and the cruise itself will last a set length of time, with tourists staying on the
cruise ship for the majority of the duration.

Farmhouse Accommodation and Agriculture Tourism: Travellers are increasingly willing to

stay in farmhouse accommodation, usually on a self-catering basis. This is linked to the idea of
agriculture tourism, where tourists visit farms, learn about the work that goes on there, and
sometimes even participate in the daily work themselves as part of the travel experience.

Time-Share Accommodation: Finally, time-share accommodation, also known as vacation

ownership accommodation, refers to accommodation where ownership or usage rights are
divided between multiple individuals. These individuals are allotted their own time frame –
typically a week or two weeks out of the year – where they have the right to use the property.

3) Food and Beverage

The food and beverage sector has an interesting role within the tourism industry, providing
tourists with essential refreshments at all stages of their travel experience, including during
travel, when spending time in their chosen accommodation, and when they are out and about
exploring the location they have travelled to. In addition to catering for travellers‟ basic
requirements, however, the food and beverage sector also offers them opportunities to socialize,
meet new people and enjoy themselves.

Restaurants: Restaurants or eateries provide one of the main ways in which tourists eat food
and socialize on their travels. This category includes everything from fast-food restaurants like
McDonald‟s and KFC, to family restaurants, and luxury restaurants offering high-end cuisine.

Catering: Catering is usually recognized as the provision of food services at more remote
locations. Within this sub-section would be the various food and drink offerings found at hotels

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and other accommodation types, as well as on planes, cruise ships or trains. It also includes
offerings at many tourist attractions or entertainment sites.

Bars & Cafés: Bars and cafés are an important part of the local economy in many travel
destinations, offering tourists a more relaxed location to consume refreshments, drink alcohol
and socialize with locals or other tourists. They tend to be smaller than restaurants and may have
a theme or serve a fairly general range of products.

Nightclubs: Nightclubs are one of the single most essential parts of the food and beverage
sector, providing travellers with entertainment during the night and actually attracting many
tourists to some destinations in the first place. Indeed, some travel hotspots base their entire
industry around the nightlife that is on offer there.

4) Entertainment

Some tourists travel to new locations in the pursuit of entertainment. Such travellers may be
drawn to entertainment options that are not available in their home location, or they may simply
require more general entertainment, which would be accessible almost anywhere in the world, as
part of their trip.

Entertainment attractions or venues are sometimes the main things drawing travellers to a
particular tourist location. On the other hand, many other entertainment offerings are set up to
capitalize on existing tourism.

Casino: Casinos are entertainment facilities centered around gambling activities. The majority of
these activities are games of chance, although casinos do also offer games where there is some
element of skill involved. Additionally, casinos are commonly connected to hotels and may offer
further entertainment, such as music or comedy performances.

Tourist Information: In the modern travel and hospitality industry, tourist information exists
both online and offline. Examples of online tourist information include informational websites
highlighting local attractions, tourist sites or facilities. Meanwhile, offline services include tourist
information centers and literature produced by the tourist board.

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Shopping: The retail industry and the travel industry are closely connected and most major
tourist destinations will also provide shopping facilities. Shopping can even, in some cases,
attract tourists in the first place, while the shopping sub-section of the entertainment sector also
includes things like duty-free shopping and local market trading.

Tourist Guides & Tours: Tourist guides provide tourists with access to organized tours of local
attractions, landmarks, educational buildings and other places of interest. In doing so, they are
able to offer assistance, expert insight, and context, often making the experience more enjoyable,
convenient and worthwhile for the tourist(s).

5) Allied Industries

Finally, there are also a number of industries that are either directly or indirectly connected to the
tourism industry. These include industries based on actually connecting customers with travel
services, as well as industries based on providing customers with important information that can
assist them in their travels. Some of the most notable related industries are detailed in greater
depth below:

Financial Services: Financial services can be linked to the travel industry in a number of ways,
with the most obvious being the provision of insurance products, which offer financial protection
in emergency situations, or in cases where medical treatment is needed. Additionally, financial
services may be connected to things like currency exchanges.

Travel Agents: Travel agents sell travel or tourism-related products to customers on behalf of
suppliers. They generally receive a commission from suppliers and also offer travellers advice on
the best travel products to suit their particular needs or preferences. Some travel agents also offer
business travel services.

Tour Operators: Tour operators tend to sell package holidays, which combine multiple travel
and tour services into a single product. A package holiday might, for example, include charging
tourists for flights, airport transfers, a hotel stay, and services from a local rep. It could also
include holiday experiences or a set itinerary.

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Online Travel Agencies (OTAs): Online travel agencies, or OTAs, offer similar services to
other travel agents, although these services are delivered over the internet, providing more of a
self-service experience. Some of the most popular OTAs include Expedia, Booking.com, Kayak
and lastminute.com. These OTAs may also double as meta search engines.

Tourism Organizations: Tourism organizations are essentially organizations that exist to look
out for the tourism industry and act on its behalf. They may have influence over national tourism
policies, might lobby governments in the interests of the tourism industry, and could also work to
bring the various sectors together.

Educational: Finally, the travel industry also increasingly includes an educational component,
with many people travelling to attend conferences or exhibitions, which are often centered
around specialized topics. Additionally, schools and training programs form part of this sub-
section of the travel and hotel industry. [https://www.revfine.com/]

2.5 RELEVANCE OF TOURISM

According to WTTC, India is ranked 10th among 185 countries in terms of travel & tourism‟s
total contribution to GDP in 2019. During 2019, contribution of travel & tourism to GDP was
6.8% of the total economy, Rs. 1,368,100 crore (US$ 194.30 billion). In 2020, the Indian tourism
sector accounted for 39 million jobs, which was 8% of the total employment in the country.
In 2021, the travel & tourism industry‟s contribution to the GDP was US$ 178 billion; this is
expected to reach US$ 512 billion by 2028. In India, the industry‟s direct contribution to the
GDP is expected to record an annual growth rate of 7-9% between 2019 and 2030. In 2020, the
travel & tourism industry‟s contribution to the GDP was US$ 121.9 billion.

Despite the major crises that have shaken the economy, tourism is an industry that has always
been seen as „a safe bet‟. What this means is that, while other sectors contracted before the
growing uncertainties or shocks that damaged the economy, tourism has been able to grow
continuously without setbacks, a positive trend that has defined it as the industry that grows the
most in relation to the average recorded by the other sectors that make up the global economic

17
activity. Tourism is becoming one of the most profitable growth engines for the global economy,
so leadership in the sector is being disputed among the major countries, which struggle every
year to attract more and more tourists to their territories. According to the UNWTO
“International Tourism Highlights” report, tourism generates more than 5 billion US dollars a
day. In turn, total revenues from international tourism worldwide, including passenger transport,
were 1.7 trillion US dollars in 2018, with over 1.4 billion international arrivals registered across
the globe.

In the world, 20% of the jobs that have been generated over the past 5 years have been directly
related to tourism. This has caused that, in addition, 10% of the workers in the world are
employed in the tourism sector. It is, in fact, a source of employment that not only generates and
employs a large workforce but also does it in an inclusive manner and with great opportunities
for both genders, even creating job offers for the youngest. According to data from the
“International Perspectives on Women and Work in Hotels, Catering and Tourism” report carried
out by Cornell University, worldwide and on average, 55.5% of employees in the tourist industry
are women.

According to the International Labor Organization (ILO), tourism is a source of employment

worldwide, so it is expected that, following its growth levels, tourism continues to generate
employment exponentially over the years. Given the growth achieved and its emergence in the
global economy, tourism is gaining more and more weight due to the deterioration of other
sectors and the downturn of the economy worldwide. Nevertheless, this reality implies a possible
risk that could result in a shock in the sector.

[https://www.ilo.org]

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 CHAPTER 3
COMPANY PROFILE

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3.1 THOMAS COOK (INDIA) LTD.

Thomas Cook (India) Ltd. (TCIL) is the leading is the leading omnichannel travel company in
the country offering a broad spectrum of services that include Foreign Exchange, Corporate
Travel, MICE, Leisure Travel, Value Added Services, Visa & Passport services and E-Business.
The company set up its first office in India in 1881.

The Thomas Cook India Group spanning 25 countries across 5 continents, a team of over 8388
and a combined revenue in excess of Rs.6948.3 Cr. (over $ 0.93 Bn.) for the financial year ended
March 31, 2020, operates leading B2C and B2B brands including, Thomas Cook, SOTC, TCI,
SITA, Asian Trails, Allied T Pro, Australian Tours Management, Desert Adventures, Luxe Asia,
Kuoni Hong Kong, Sterling Holiday Resorts Limited, TC Forex, Distant Frontiers, TC Tours, TC
Visa, Travel Circle International Limited, Ithaka, Digiphoto Entertainment Imaging (DEI),
Private Safaris East & South Africa. The Group is today one of the largest travel service provider
networks headquartered in the Asia-Pacific region. [www.thomascookindia.in]

Thomas Cook India unveils new logo

Mumbai, November 16, 2022: Thomas Cook (India) Limited - India‟s leading omnichannel
travel services company has unveiled their new logo inspired by the changing environment,
renewed energy, and excitement that define the company in this new era of travel.

To keep pace with younger customers and a changing environment, the dynamic new logo
delivers a strong/impactful identity that is future proof, and most importantly, a digital-friendly
look & feel.A key driver to this new logo was the idea to create a more open, friendly, and
informal (lowercase letters Vs capitals) identity. In the new logo, the abbreviation of the brand
name, “TC”, is a younger representation of the brand while retaining its reputation of expertise in
travel and travel-related solutions. The “TC” moniker is placed within „the circle of trust‟ to

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showcase brand reliability and it also creates a stronger, more visible, and recallable visual
digital asset for platforms like websites, social media, app icons, etc. The colors of the logo are
inspired by the wonderful metaphors for the joy and discovery of travel and the freedom it
represents – blue for sky and water; and yellow for the sun and energy. The logo emphasizes the
Thomas Cook brand name while adding a visual mnemonic to promote brand recall.

Thomas Cook India‟s new visual identity represents years of excellence in the travel industry and
the drive to create memorable travel experiences.

Mr. Abraham Alapatt, President & Group Head - Marketing, Service Quality, Value Added
Services & Innovation, Thomas Cook (India) and SOTC Travel said, “The pandemic has
changed several norms in the travel industry and to keep pace with the changing
environment/expectations of customers, we are refreshing the familiar Thomas Cook logo with a
stronger, more impactful, digital-friendly identity. Our dynamic new logo embodies our fluid
anddynamic personality as we transform continually in line with the rapidly changing travel
services industry & reconfirms our continued commitment to customer delight with unmatched
travel experiences".

3.2 History of Thomas Cook

In 1841, young Thomas Cook arranged an 11-mile train journey for a motley group of
passengers from Leicester to Loughborough. And it marked the beginning of a chapter in history.
He went on to introduce a railway tour of Europe. But it wasn't until the early 1860s that he
began the travel firm, Thomas Cook & Son, which included tours of the USA. The Company
also started operations for military transport and postal services for England and Egypt during
the 1880s.

The Company also started operations for military transport and postal services for England and
Egypt during the 1880s.

In 1881, Thomas Cook started its India operations in Bombay, and in October 1978, saw it
christened Thomas Cook (India) Ltd. The company made its first public issue in February 1983,

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and commenced operations in Mauritius in 2000. In the same year, they acquired the Sri Lanka
business from Thomas Cook Overseas Ltd., UK.

In 2006, Thomas Cook Ltd. acquired LKP Forex Limited and Travel Corporation (India) Pvt.
Ltd. (TCI), and in May 2012, Fairbridge Capital (Mauritius) Limited acquired India arm of
Thomas Cook Group, and hence became a part of Fairfax Group, Canada.

In 2013, Thomas Cook India Ltd. acquired Quesscorp (formerly known as IKYA Group – HR,
IT Services, Facilities Management, Food services, Skill Development) and Sterling Holiday
Resorts. [https://www.thomascook.in/]

3.3 Mission and Vision

“Travel is the only thing you buy that makes you richer”. Thomas Cook completely swear by this
and believe in fulfilling travel dreams that make invariably rich by the day. They have been
selling beautiful experiences for years through our state-of-the-art designed holiday
packages and other essential travel services. They inspire the customers to live a rich life, full of
unforgettable travel experiences.

The mission is not just to be a travel agency which helps you book a holiday; they want to be the
travel partner who would go an extra mile to help to choose an ideal destination and learn more
about the place that been planning to visit. Since holidays are more about personal choices and
interests, they bring to customizable tour packages as well. They give prerogative to pick and
choose anything that matches interests of the customers. No matter how many travel experiences
they sell every day, they ensure that customers are the protagonist of their own travel story.

[https://www.thomascook.in/]

3.4 Why Thomas Cook India Ltd.?

Thomas Cook India Ltd. collaborate with many suppliers and agencies. This secures both the
reach and range and the personal, in-depth treatment of the products and services that offer:

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 a) International and Domestic tour Packages

b) International and Domestic flight tickets

c) Accommodation Reservation

d) Visa Application

e) Group travel insurance

f) MICE – incentive programs, sales meet, manager‟s meet, workshop training programs,
product launch and events

g) Passport Application

h) Foreign Exchange

3.5 Awards

TCIL has been felicitated with The Best Travel Agency – India at TTG Travel Awards 2019,
The Best Outbound Tour Operator at the Times Travel Awards 2018 & 2019 and Leading
Company with Cutting Edge Travel Innovation at the Times, Silver award for Asia's Best
Integrated Report (First Time) category at the Asia Sustainability Reporting Awards, Best Risk
Management-Framework & Systems at the India Risk Management Awards 2019; Best Cash
Management Solution – India at the Asset Triple A Treasury, Trade, Supply Chain & Risk
Management Awards 2018, Best Outbound Tour Operator at the SATTE awards 2019,
Excellence in Domestic Tour Operations at the SATTE Awards 2018, The French Ambassador‟s
Award for Exemplary Achievements in Visa Issuance – 2015 to 2019 and the Condé Nast
Traveller – Readers‟ Travel Awards from 2011 to 2019.

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 3.6 Organizational structure

Senior Vice President

Vice President

Assistant Vice President

General Manager

Senior Manager

Manager

Assistant Manager

Customer Relations Executive

3.7 Branches

1. Mumbai – Headquarters

2. Chennai

3. Goa

4. Bengaluru

5. New Delhi

6. Ahmedabad

7. Haryana

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 8. Mangalore

9. Kerala

International Offices

1. USA

2. Malaysia

3. Europe

4. UK

5. UAE

3.8 Products and Services Offered

 International Tour Packages

 India Tour Packages

 Honeymoon Packages

 Cruise Tour Packages

 Foreign Exchange

 Visa

 Flights

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  Hotels

 Travel Insurance

 Gift Card

To ensure that customers have a fulfilled holiday and wholesome experiences, all the holiday
services are at beck and call. On the international holiday, they ensure that people are well-
equipped with foreign exchange, visa and travel insurance. As the pioneers of foreign exchange
in India, booking forex online is simple and convenient for the company. The online visa
services are one-of-a-kind and make the cumbersome process of booking visa a cake walk for
customers. They also provide special visa, forex and travel insurance services for students
travelling abroad for study. Whether it‟s booking flights or hotels for the travel, Thomas Cook
offers everything under one umbrella. They also have cruise holidays for people who are looking
for comfort and affordable luxury.

They swear by the theory of keeping the customers happy and hence keep throwing surprises at
them in the form of, irresistible discounts and offers from time to time. They offer best discounts
on the best-selling tour packages to customers who choose their impressive services time and
again. The company reminds that they don‟t aim to be the tour and travel agents; they strive to be
our holiday partners forever.

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 CHAPTER 4

ORGANIZATIONAL STUDY

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4.1 FUNCTIONAL AREAS/FOCUSED AREAS

Foreign Exchange Department

I worked under Mr. Roshin Balan who taught me about all aspects of exchanging foreign
currencies. The main activity of this department is buying, selling and exchanging currencies at
current or determined prices. This helped me to interact with number of customers who are
travelling abroad. Various forms were filled out which also includes foreign exchange
declaration form. It is also a system or process used to capture, track and store electronic
documents such as PDFs, word processing files and digital images of paper-based content.

Field marketing is also given as a task for promoting the services of the company with unique
selling proposition and the benefits provided along with the services. It is a method of direct
marketing that involves people distributing, auditing, selling or sampling promotions in the field.
The target customers were banks and educational consultancies which are located in different
parts of Thrissur. This can help a company in increasing its overall revenue by forming better
relationships with customers and creating a more caring and customer-focused brand image.

Holidays

In this department, an idea about the scope of tourism and the role of tour operators in tourism
was taught by Mr. Nithin P, who was the Head of the department. He gave proposals and
itineraries that the company prepared for their clients for getting an idea about how a proposal
and an itinerary should be like.

I was made aware about the various airport codes and airline codes in the world and in India.
Also, he taught me about Schengen Visa and traveller declaration forms such as Imuga and Air
Suvidha.

He introduced me to various tour packages offered to the customers by Thomas Cook which can
be customized as per the needs of the customers.Also the important aspects of preparing a tour

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itinerary was also explained in detail. This helped me to know how to deal with customers and
making them satisfiable with the services provided. For preparing a good itinerary it is necessary
to be aware about the destinations and the behavior of the customers.

Through customer follow up, the needs and problems are met at as far as possible.

4.2 CORPORATE SOCIAL RESPONSIBILITY (CSR) POLICY/CHARTER

Company Background & CSR vision:

Thomas Cook (India) Limited is a respected name in the Travel industry. It has set highethical
standards in all its dealings and believes in inspiring trust and confidence. Webelieve that the
Company exists not only for doing good business, but equally to do good for society. As a result
of this holistic vision, aimed at achieving long-term stakeholder value creation,we seamlessly
integrate our CSR efforts with our pursuit of business excellence in a mutually beneficial
manner. Thomas Cook (India) Limited shall always continue to respect the interests of and
beresponsive towards the communities we serve and operate in - especially those from socially
and economically backward groups, the underprivileged and marginalized;thereby, society at
large. “As an integral part of our commitment to Good Corporate Citizenship, we at
ThomasCook (India) Limited will actively work to improve the quality of life of the people in
the communities we serve. We shall relentlessly strive to partner the Government, respected
socially conscious agencies and NGOs in the noble efforts of nation-buildingvia sustainable
economic & social development, inclusive growth and social equity”

CSR Charter & focus:

In our CSR journey, we shall selectively deploy our financial resources earmarked for CSRto
drive an Action Agenda in line with Schedule VII of The Companies Act, 2013 as recommended
by the CSR Committee of the company (defined later) and overseen by the Management &
nominated representatives from the Board of Directors Pursuant to this, and a detailed discussion
by the CSR Committee, Management and the representatives of the board held on 7th August

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2018, it was decided that (until otherwise decided, recorded and suitably incorporated via an
amended charter) the company‟s annual CSR budgets and efforts shall focus on:

(1) Education and Employability: Imparting focused Travel & Tourism Trade related Diplomas /
Degree courses to young adults from Economically Backward families (Economically Backward
as defined by the Government of India), through its vocational education arm viz. Thomas Cook
Centre of Learning (COL).

(2) Health and Sanitation: Address lack of hygiene and sanitation facilities at tourist spots pan
India or on highways en route to these tourist spots. This will be done by setting up/managing
environment friendly toilet facilities and the underprivileged local population will be trained in
the upkeep of these facilities. Also undertake Health Care and preventive Health Care projects.

(3) Rural / Tribal Area Development: Interventions for relevant target groups, ensuring diversity
and giving preference to underprivileged women in needy and deserving communities inhabiting
urban / rural India. Ecology, education, health, housing, women empowerment and development
areas will be addressed in rural / tribal areas surrounding resorts / hotels owned by the
Company‟s subsidiary viz. Sterling Holidays or as may be decided from time to time.

(4) Contribution to Emergency Relief Funds: Funds will be set aside each year for emergency
contributions to Prime Minister‟s Relief Fund, Indian Red Cross Society and such, to aid
rebuilding post natural/manmade disasters in any part of the country.

Guiding Principles for selection of CSR Projects/Programmes

Project Dialysis & Clean Sanitation Project are undertaken as an ongoing project for a long term
social impact.

1. Project Dialysis Chronic kidney disease (CKD) is on the rise worldwide and in India.
Diabetes & hypertension are one of the key factors for CKD. Patients with CKD after a
certain stage of kidney damage are not able to remove excess water and toxins from the
body through their kidneys and urine & for them to survive and live a productive life;
they need to undergo dialysis 2-3 times a week for life long.

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 It is estimated that there are 1.3 million CKD patients in India who are in need of
dialysis. Approximately 200,000 dialysis machines are needed to treat them but only
25,000 dialysis machines are currently available and most of them are at urban India. The
cost of dialysis is INR 2,40,000 per year in private setup. The cost further escalates
significantly at places where there is no dialysis access, as the patients have to travel long
distances to urban areas where the dialysis facilities are available, a family member has to
accompany the patients leading to loss of earning hours & many a times the patient
family has to relocate to the urban areas to access dialysis. Many a times the dialysis slots
are not available due to long waitlist leading to dialysis discontinuation.

Providing access to free / subsidized quality dialysis to areas where there are no or
inadequate dialysis facilities helps save life and healthcare expenses of the
underprivileged population.
Given their recognition of the critical need for affordable dialysis and the acute shortage
of machines, (TCIL, SOTC & TCI individually in their charters) are committed to
support Project Dialysis as a long term project for a period of 10 years from 2017-18 till
2026-27.

The commitment is to collaborate with the larger Government/Corporate

sector/NGO/CSR/Healthcare Service Provider & partner ecosystem to collectively mobilize the
resources to make a significant and meaningful contribution in the form of more than 1000
dialysis machines that will offer affordable/free dialysis in areas of the country where they are
most required - to make this life saving service available to the poorest and most deserving.

Clean Sanitation Project In line with the National Swachh Bharat Abhyan, the company will
provide access to eco-friendly clean public toilet access at tourist locations.

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 CHAPTER 5

LEARNING OUTCOME

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5.1 EXPERIENCE

The training at Thomas Cook, Thrissur started from 3rd October 2022 and continued till 4th
November 2022. This gave the opportunity to work in both Forex department as well as Holidays
in each week. The Head of the Forex department, Mr. K. P. Shijith was my internship supervisor.

On the beginning of the training, the supervisor explained about the company and the activities
performed by them. After that I was introduced to all other employees working in the
organization.

On the whole,the experience was quite informative and more than my expectations. Interacting
with both the employees and customers through direct and telephone enquiries helped to
maintain connectivity with the people. It also influenced me in personally and professionally
through the importance of punctuality, proper grooming, responsibility and hard work in the
work place.

5.2 SWOT ANALYSIS

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Strengths:

 One of the largest travel company

 Company with low debt
 Leveraging brand recognition in new segments
 Customer base
 Wide geographic presence
 Strong market leadership position

Weaknesses:

 Business model can be easily imitated

 Low investments into customer oriented services
 Market share is limited
 Large number of brands led to confusion

Opportunities:

 Opening of new hotels and resorts in existing and new market

 Changes in consumer behavior post Covid-19
 Building a culture of innovation
 Creating value in data economy
 Globally expansion
 Redefining models of collaboration and team work

Threats:

 Technology disruption because of hacks, piracy etc.

 Regulatory challenges
 Increasing wage structure
 High competition
 Uncertainties

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5.3 LEARNING OUTCOME

This Internship program gave me insights and exposure to the corporate world. These thirty days
of study helped me to understand the overall functioning of a tour operation company. Here the
major works are itinerary preparation, forex, document verification and database entry. It also
made me learn about currencies of various country, capitals of the country, major cities,
attractions, city codes etc.

Working with others to meet targeted organizational goals and performing in such a professional
manner gave me deeper understanding and knowledge about the industry. I also realized how to
interact in a cordial way with others at my office thereby creating lasting relations that I hope
would be beneficial for my career after my academics. I had a great supervisor that made my
internship experience better than I could have imagined and which also taught me a great deal
about the industry. I truly believe my internship was successful in transforming me into a
competent individual.

5.4 FINDINGS

 Tour operations business is the most important activity in tourism sector that provides
each visitor to have an authentic tour experience.
 For Thomas Cook, the major source of revenue is its inbound and outbound tours.
 They create a very good working environment, they also take ideas and suggestions from
me even though I worked as a trainee.
 They interacted with the loyal customers to co-create unique experiences that will take
their holidays to the next level.
 They provide all the arrangements regarding foreign exchange which includes buying and
selling of foreign currencies, reload forex card, send money abroad and receive money in
India.

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  Thomas Cook being a leading industry has a good image among their customers.
 Thomas Cook has a good management team and it is understood that team work is the
key for their success in the national and international market.

5.5 SUGGESTIONS

 The time period of the internship could be extended to two months which could enable to
gain more experience in the industry.
 Need to focus and invest in marketing through social media and more importantly
participating in international tourism fairs.
 All decisions are made by Managing Director at the top level, The decision making and
authority should be distributed.
 More number of manpower is required.

5.6 CONCLUSION

Working with the team of Thomas Cook helped me to gain knowledge about tour
operations and travel industry in a broad sense. And it helps to know that how an organization
run and how the functions are done. Most of the customers seems to be satisfied by the quality
services provided by them. The packages are very convenient for the customers as they are
customized according to their preferences which in turn has increased the demand of the services
provided by the company. The customer handling and service quality management of the travel
agency makes it successful in the industry.

The training was very useful and has given me a strong base for my career. My heartfelt thanks
to all the employees working in the company.

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5.7 REFERENCES

Books:
 K. Suresh, Travel and Tourism- Challenges and Opportunities, 2004 The ICFAI
University Press
 JagmohanNegi and GauravManoher , Tourist Guide and Tour Operation,2004 Kanishka
Publishers
 K. Suresh, Travel and Tourism- An Introduction, 2004 The ICFAI University Press
 IATA, International Travel and Tourism Training Programme, 2008 IATA
 Eric Laws,Managed Packaged Tourism, 1997 International Thomson Publishing Inc.
 Pauline Horner, Travel Agency Practice, 1996 Addison-Wesley Longman Publishers

Websites:

 www.thomascookindia.in
 www.google.com
 www.tourismnotes.com
 https://www.ilo.org
 https://wttc.org
 https://globaledge.msu.edu/
 https://timesofindia.indiatimes.com/
 https://www.unwto.org/

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