PROJECT REPORT ON

“AN ANALYTICAL STUDY OF PROBLEM FACED BY EMPLOYEES OF

TRAVELLING AND TOURISM AGENCY.”

In practice fulfillment of the Requirement of Master of Commerce Degree course of

Savitribai Phule University of Pune

SUBMITTED BY

BHARATI LAXMAN PAWAR

ROLL NO-1650031
M.COM- ll
UNDER THE GUIDANCE OF
PROF. MANJUSHA KULKARNI
SUBMITED TO

PROGRESSIVE EDUCATION SOCIETY’S MODERN COLLEGE OF ARTS,

SCIENCE AND COMMERCE GENESHKHIND,
PUNE- 53.
2016-2017
CERTIFICATE

Certified that this dissertation titled “An Analytical Study of Problems faced by Employees of
Travelling and Tourism Agency”. In the facility of commerce as per the requirement of SavitribaiPhule
university of Pune. I also clarify that this M.com distribution or part thereof has not been previously
submitted by anybody for degree of the SavitribaiPhule Pune University.

DATE: - Project Guide

Prof. Manjusha Kulkarni

M.Com – Co-ordinator Vice-Principal

Prof. Vijayalaxmi Kulkarni Prof. Shubhangi Joshi

Internal Examiner. ​External Examiner.

\
ACKNOWLEDGEMENT

Researcher express gratitude towards SavitribaiPhule University of Pune for giving that subject
to us. I am giving special thanks to Prof.Vijayalaxmi Kulkarni by giving such important support. We shall
avail this opportunity with immense pleasure to express our gratitude towards Prof.Manjusha Kulkarni in
M.com department, Modern College of Ganeshkhind, Pune -16 for her guidance from time to time. It is
really a matter of pleasure for me to get opportunities to thank all persons who contributed directly indirectly
for the successful completion of project report.

Miss. BharatiI Laxman Pawar

DECLARATION

I HERE BY “An Analytical Study of Problem Faced by Employees of Travelling and Tourism
Agency”. In partial fulfilment of master of commerce degree source of SavitribaiPhule university of Pune is
my own work.
I also declare that the present project work has not been submitted any other University for the
fulfilment of any degree of diploma.

Signature of student
 Chapter No. 1
Introduction

Introduction
Title of research – “An Analytical study of problems faced by Employees of Travelling and Tourism
Agency.”
1.1Introduction-
Travelling and Tourism social, cultural and economic phenomenon that entails the movement
countries or places outside their usual environment for personal or business/profession purposes travelling
and tourism refers to the activities of these people called visitors. Consequently, visitors are a subset of
travellers.
The travelling and Tourism sector is the cluster of product units in different industries that provide goods and
services typically demanded by visitors. The growth of the tourism sector and its contribution to national
economic has festered to general recognition of tourism as a major job generation.
The Travelling and Tourism industry has already grown out of its nascent stage. The attainment
of maturity for such a fragmented industry had due to the enhancement of technology and infrastructure
development across the globe. Especially in India, after the foreign exchange crisis suffered by the Indian
economy in 1991, promotion tourism has been taken up as a major avenue for achieving economic growth.
Tourism is travel for leisure, recreational and business purpose. Tourist can be defined as people
who travel to and stay in places outside their usual surrounding for more that twenty-four hours and not
more than on consecutive year for leisure business & other purpose by the world travelling & tourism
organisation tourism is a known affairs in human life it has been an industry of vast dimension & eventually
supports economic & social growth tourism worldwide has experienced phenomenal growth with more 600
trillion people travelling annually travelling & tourism is the world’s largest industry, with revenue of about
half a trillion dollars a year & average five percent annual growth.
The problems faced by employees if a travelling and tourism agencies has a special place and
significance. Satisfied staffs at travelling and tourism agencies are considered to be the primary development
resources. The success of the travelling and tourist agency is not only measured by the achieved profit but
also by meeting interest of internal and external groups; or to be more prise, that of the owner of the agency,
employees, and of course customers. However, there is not a precisely defined formalized way to determine
the problems of employees is an important factor in the development of organization and human resources,
many tourism organisation conduct surveys to determine the problems of their employees because
dissatisfaction of job may cause more frequent absenteeism from work due to illness, inefficiency, frequent
injuries and staff turnover.
Travelling and tourism agency’s employees are commonly engaged in strategic planning as a
means of gaining competitive advantages in face of an increasingly uncertain dynamic and complex world
strategic analysis for the travelling and tourism agency. Environmental scanning and information sources
utilization is exploring the behaviour of travelling and tourism employees. A core component of strategic
planning is strategic (or SWOT) analysis, which entails the identification and assessment of internal strength
and weaknesses as well as external opportunities and threats. Superior performance is achieved, at least in
principle, of the organization is able to align its internal environmental (e.g. strategic direction completive
strategies, allocation of resource etc). To respond optimally to these external opportunities and threats. The
external component accordingly, is a critical aspect of strategic planning that is apprehended through a
process of environment scanning information source utilization. A potential challenge of employing a formal
environment scanning approach in travelling and tourism organizations defines as ‘the employment of
systematic methods to monitor and forecast those external forces and development that are not under the
direct control of the organization or its industry.’ The distinction is important because organization can exert
at least some influence over the task environment but little or none over the broad environment suggesting
the respective utility of proactive and reactive organization strategies.
Potential travel agent is certainly not short of option when it’s comes to researching and
arranging their trips. With more deals, agencies and service offerings then you could ever fully consider,
shopping to service has become about cutting through the noise rather than discovering something authentic.
1.2 Statement of the problem –
Travel agents face problem of leave, to communicate with customers, to collect client, unrealistic
demands of customers, personalised attention, reservations, and problems at booking stage, problems during
travelling phase, attitude of colleagues.
1.3 Relevance of the study-
Researcher travelling and tourism agent’s towards finding out real time problems. Travel agents
face problems of leave, to communicate with customers, to collect client, unrealistic demands of customers,
personalised attention, reservations, and problems at booking stage, problems during travelling phase,
attitude of colleagues.

1.4 Objective of the study –

1) Understand the feature, functions of travel agents

2) To know the role of travel agent

3) To study the nature of problem.

4) To know various problems faced by the workers.

5) To give suggestion.

1.5 Limitation of study-

1. The scope of study is limited.
2. Time for research was relatively insufficient.
3. Data based on information which primary and secondary.
4. Small sample size.
1.6 Sources of data collection –
1. Primary source – primary data is unprocessed data fresh collected from sample selected structured
questionnaire is prepared fir collection approximate 15 questions are included from that 2 questions are
open ended.
2. Secondary source –secondary data is collected from reference book and text book for explanation of
primary concept. It is also collected from articles and websites which already published.
1.7 Method of data collection –
Because it is straight forward and easy to answer the questions by which the data can be easily collected
information.
1.8 Techniques of analysis-
Table, graph, chart, bar diagrams, pie chart.

1.9 Note on statistical tools to be used-

Figures always easily understand then paragraphs; researchers used different techniques like table & chart,
graph, percentage (%).
1.10 Scheme of report: -
Chapter no: -1 Introduction.
Chapter no: -2Literature review.
Chapter no: - 3Profiles of Travel agencies.
Chapter no: -4 Data analysis.
Chapter no: -5 Findings
Chapter no: -6 Suggestion.
Chapter no: - 7 Conclusions
Bibliography.
Questionnaire.

Chapter No. 2
Literature Review

“AN ANALITICAL STUDY OF PROBLEMS FACE BY EMPLOYEE OF

TRAVELLIN AND TOURIM AGENCY.”
2.1 INTRODUCTION: -
Travelling and Tourism social, cultural and economic phenomenon that entails the movement
countries or places outside their usual environment for personal or business/ profession purposes travelling
and tourism refers to the activities of these people called visitors. Consequently, visitors are a subset of
travellers.
The travelling and Tourism sector is the cluster of product units in different industries that
provide goods and services typically demanded by visitors. The growth of the tourism sector and its
contribution to national economic has festered to general recognition of tourism as a major job generation.
The Travelling and Tourism industry has already grown out of its nascent stage. The attainment
of maturity for such a fragmented industry had due to the enhancement of technology and infrastructure
development across the globe. Especially in India, after the foreign exchange crisis suffered by the Indian
economy in 1991, promotion tourism has been taken up as a major avenue for achieving economic growth.
Tourism is travel for leisure, recreational and business purpose. Tourist can be defined as people
who travel to and stay in places outside their usual surrounding for more that twenty-four hours and not
more than on consecutive year for leisure business & other purpose by the world travelling & tourism
organisation tourism is a known affairs in human life it has been an industry of vast dimension & eventually
supports economic & social growth tourism worldwide has experienced phenomenal growth with more 600
trillion people travelling annually travelling & tourism is the world’s largest industry, with revenue of about
half a trillion dollars a year & average five percent annual growth.
The problems faced by employees if a travelling and tourism agencies has a special place and
significance. Satisfied staffs at travelling and tourism agencies are considered to be the primary development
resources. The success of the travelling and tourist agency is not only measured by the achieved profit but
also by meeting interest of internal and external groups; or to be more prise, that of the owner of the agency,
employees, and of course customers. However, there is not a precisely defined formalized way to determine
the problems of employees is an important factor in the development of organization and human resources,
many tourism organisation conduct surveys to determine the problems of their employees because
dissatisfaction of job may cause more frequent absenteeism from work due to illness, inefficiency, frequent
injuries and staff turnover.
Travelling and tourism agency’s employees are commonly engaged in strategic planning as a
means of gaining competitive advantages in face of an increasingly uncertain dynamic and complex world
strategic analysis for the travelling and tourism agency. Environmental scanning and information sources
utilization is exploring the behaviour of travelling and tourism employees. A core component of strategic
planning is strategic (or SWOT) analysis, which entails the identification and assessment of internal strength
and weaknesses as well as external opportunities and threats. Superior performance is achieved, at least in
principle, of the organization is able to align its internal environmental (e.g. strategic direction completive
strategies, allocation of resource etc.). To respond optimally to these external opportunities and threats, the
external component accordingly, is a critical aspect of strategic planning that is apprehended through a
process of environment scanning information source utilization. A potential challenge of employing a formal
environment scanning approach in travelling and tourism organizations defines as ‘the employment of
systematic methods to monitor and forecast those external forces and development that are not under the
direct control of the organization or its industry.’ The distinction is important because organization can exert
at least some influence over the task environment but little or none over the broad environment suggesting
the respective utility of proactive and reactive organization strategies.
Potential travel agent is certainly not short of option when it’s comes to researching and
arranging their trips. With more deals, agencies and service offerings then you could ever fully consider,
shopping to service has become about cutting through the noise rather than discovering something authentic.
2.2 SCOPE OF STUDY: -
The premise of accessible travelling and tourism is that there exits considerable section of the society, who
encounters varying degrees of barriers in the participating leisure and recreation opportunities. Accessible
travelling and tourism in meant to designate facilitation mechanisms and creating an environment for the
travel and tourism needs of persons with special needs. Its framework encompasses tourists with disabilities
and also those facing reduce mobility of varying types. These tourists, along with their relatives and
caregivers, constitute a sizable chunk of the travel market. By facilitating them, only fulfilment of legal
requirement, but in the process, it also results creating economic opportunities of diverse nature for the
benefit of everyone. The concept in itself is inclusive in nature.
In, general, existing leisure and travelling and tourism environment is not conductive enough to
realise the vast potential that this segment offers. Major factors being identified as prohibitive are finance,
mobility, access constrains at different stag of travel process, family support and biased societal perception.
Further, lack of understanding about various attributes of this market segment viz. Size, socio-economic
characteristics, travel motivation, travel impediment etc. are also scantly understood. In fact, these are
sparkling evident in the developing countries including India.
The proposed study has been contextualised in the above premises. It was scoped
To examine some key attributes and dimension of the travellers with reduced mobility. With his scope, main
objective has been to examine various socio-economic and travel-related attributes of the tourist with
reduced mobility, their travel behaviour, purchasing power, major issues and constraints during different
stages of travel and the potential developing inclusive tourism market as special-interest visitor segment.
The approach to this was exploratory and meant to evolve proper perspective on this segment in Indian
context. Salient features of finding, conclusion some recommendation etc. are placed in the subsequent
sections.
2.3 Effect of liberalization on travel industry
The formulation of GATS 2000 has revolutionized the tourism sector globally. GATS 2000 is
essentially the first set of multifaceted and multilateral rules that promote trade of service. As a result, GATS
2000 has promoted: -
1. Internationalization of tourism as an industry.
2. A competitive environment in the hospitality and tourism market is largely based on diversification
market segmentation, and diagonal integration. That has given an impetus to the private operators in
the market.
3. Huge demand for skilled labor thus generating significant employment in this sector especially for the
trained staff. This trend also helped the hospitality training industry to grow and create additional
employment in the trained sector.
These three major factors brought about a major wave of liberalization in the hospitality and
tourism sector on a global perspective at the beginning of the new millennium foreign exchange transaction
have been transform with growth in inbound and outbound tourists, the volumes of foreign exchange bought
and sold is much higher now than before the liberalization of the economic.
Another positive aspect that dominated the industry after liberalization was the in caption of a
competitive market environment especially under the influence of private players and young entrepreneurs.
This help in development of skill manpower better adapted to changing needs of the industry supplementary
to this process, the level and quality of services improve a lot coupled with standardized pricing methods and
customized packages.
2.4Travel Agent-

The multi-billion-dollar travel business is one of the largest industries in the world. Spending on
travel expected to increase significantly during the next ten years. Much of the travel will continue to be
business related; as business activity expands so will business related travel. At the same time, more leisure,
longer and more frequent vacations, shorter workweeks, and early retirements will also give people more
time to travel for pleasure.
A travel agent is defined as “Any person who sell travel product on a commission basis.” A
travel agency is a retail business that sells travel related products and services to customers, on behalf of
suppliers, such as airlines, cruise lines, hotels, railways, and may include sightseeing tour and package
holidays that combine several products. The agent work on commission basis, they are paid commission on
the product handled.
An agent shall not buy the product unless there is a specific customer request. Even through
agents represent the retail format of tourism, they do not keep stock.

2.5What is a Travel Agent?

Planning a trip is a time-consuming and complicated process; travel agents simplify this process
for their customer in addition to providing consultation service and entire travel packages. They may book
flights, cruises, rental cars and hotels, as well as resort stays and events. Agents cater to a wide demography,
serving both individuals and corporations. They may also concentrate in a special segment of the- field;
many agents specialize in leisure travel business and trips, or location-specific journey.
2.6 Definition: -
“Travel agents sell transportation, lodging, and admission to entertainment activities to
individuals and groups planning trips. They offer advice on destinations, plan trip itineraries, and make
travel arrangements for clients.”
2.7 What is the workplace of a Travel Agent like?
 Travel agents work indoors in an office or cubicle, year-round. They spend long hours on the
telephone or in front of computer terminals, making Travel arrangements and researching travel destinations
for their clients. Agents employed by large travel agencies typically adhere to a regular 40-hour work week,
though some opportunity for overtime may occur during peak travel seasons. Independent contractors have
a more sporadic schedule, working less during the off season and more nights and weekends during holidays
and over the summer to meet the demands of vacationing clientele. In order to perform the required research
for their jobs, travel agents keep up with travel magazines, books, journals, and online travel publications. In
some instances, agents will travel domestically or abroad to obtain first-hand experience of select
destinations, and then relay that information to their clients.

2.8 Distinction between Travel agent and tour operators: -

Tour operators are expert in promoting packaged tour. The business type in similar to a wholesale
business where the operating profit is the discounted one get then the providers of tourism products like
hotels, shipping agencies, airline, restaurants, tourist guide, etc. they also have cordial relation with various
government agencies in the smooth functioning of their activities. They promote complete tour package.
This is sold either directly to a customer or through travel agents. As they consolidated all the products
under one roof and promote group travel, they are able to provide the services at very competitive rates.
They gather all the information and present the same in attractive brochures to facilitate customer
information and promotion.
A travel agent is retail business dealing in travel product on commission basis. A tour operator
sells a “package holiday”, including the hotel, the flights and all other sort of expenses. Tour operators are
the organisers and providers of package holidays. They make contracts with hoteliers, airlines, and ground
transport companies, and then print brochures, advertising the holidays that they have assembled. Out of the
collect founds they shall pay for the services provided by various parties to tourism such as travel agent for
air tickets or cruise, hotel for accommodation, car rental agency for the automobiles used, etc. These two
functions are often performed by a same entity. While a travel agent acts on behalf of a company/principal
and undertakes no liability for the principal service. Whereas a tour operator holds responsibility for the
completion of the tour as they arrange the individual elements in the travel product on their own and
combine then in such a way that they are selling a package of traveller tour to the client and as such carry the
ownership of the service element and attached responsibility.
Although, most package holidays are sold through travel agents a significant growing
percentage are sold direct to the consumer through advertising.

2.9 Types of Travel Agents

Travel agents may be classified on various criteria; however, in spite of the classification, in
practice all travel agents perform variety of functions for the promotion of business of growth. Below are
some bases on which classification of travel agents can be made-
1. Nature of Business: -
Whole sale and retail; whole sale travel agents shall deal with all packages and tours and
market the same to ultimate consumer through smaller retail travel agencies. The retailers need have to do
much of the work but to offer the product as was offered by the whole sellers who dose the most ground
work in the preparation of product.
2. Nature of Service: -
There are in bound tour operators shall invite the foreign tourist and make arrangement for
their stay those who make arrangements in the foreign countries and called as outbound tour operators.
These who make arrangements for domestic tourists in the domestic country are called domestic tour
operators.
3. Size of Business Operations: -
Sometimes a travel agent may perform all the above activities, inbound, outbound, and domestic,
under one roof in which case it is classified as mega travel agency.
4. Specialized Activity: -
Agents are also classified on the basis of activities specialized in. There is general travel agency
with 2 to 10 employees catering to all the issues related to travel and tourism. Whereas there is the other type
of agencies, which shall focus on providing specialized service to a segment like business and arranges
facilities foe meeting and conferences. The second category specialized in business travel.
In India, most of the agencies belong to the normal category while one can see the specialized
travel agents in developed countries whatever may be the type of the agency. The primary objective of a
travel agent is to make profit by being an intermediary between the travel/tourists and the travel service
providers.
2.10 Functions of travel agents: -

Constantly changing airfares schedules and time required to analyze and choose vacation
packages, make travel planning difficult and time consuming consequently traveller often turn to travel
agents for assistance in making the best travel arrangements. Travel agents perform variety of functions for
the benefit of the traveller which are listed as below: -
1. Function of Motivation: -
Travel agents encourage people to travel and help them plan and prepare for the trip. Agents help
clients define their travel interests and needs, including time and budgets, Requirements. They work out
tentative plants and suitable alternatives and they make all arrangements.
2. Customer Information: -
Agents book tours for different clients they organise group tours and design trios for individuals.
Travel agents consult a variety of published and computer. Based sources for information on departure and
arrival times, economical fares, car rentals, and hotel rating and accommodation sources includes maps,
official guides, tariff books, internet and other reference materials to obtain schedule, fares, and related
information.
3. Travel Arrangements: -
Agents make airline, hotel, and car reservation. They make the reservation and issue itineraries
using computerised reservation and ticket system similar to those used by airlines. They also compute costs
and take deposits.
4. Customized Service: -
Apart from standard tour packages, a travel agent can customize a vacation a travel play by
arranging special accommodation, adapting a schedule to fit client needs, and designing group packages and
tours.
5. Sources of Information: -
Agents inform clients about customs regulation, passports, visas, exchange rates. They offer tips
on climate, prices, what to bring or buy and attraction worth seeing. They keep themselves up-to-date by
travelling, reading travel publications, and attending industry seminars and trade shows.
6. Provision of Foreign Currencies: -
They provide foreign currency and inform travels about the currency regulations prevailing at
schedule destinations. Provision of foreign currency to an intending foreign tourist is an important
function of a travel agent. the government of India allows an Indian traveller going abroad 3000 US $ the
travel agent will arrange for the purchase of foreign exchange on behalf on his intending travellers. This
facility will save a lot of time and harassment foe the intending tourists.
7. Market Information: -
Providing of market feedback is another important function of travel agents. The information
pertaining to the statistic and behaviour needs of the tourist shall help both public and private
organization for planning and directing effort.
Agent work indoors and usually share office with several other agencies; interruptions and lack
of privacy are common. Travel agents spent most of their time behind a desk conferring with clients,
competing paperwork, contacting airline and hotel for travel arrangements, promoting tour groups tours.
Working with people can be difficult and demanding especially with hard work to please clients. Work
may be changing their schedules. They may be under a great deal of pressure during vacation seasons.
Self-employed agents. Frequently work long hours.
8. travel information-

A retail travel agent provides necessary travel information to the general public. The
intending tourists come to the office of the travel agent seek information regarding their propose visit.
The travel agent should be a very knowledgeable man and should supply upto date and concrete
information relating to travel. He must have grate communication skill and he should be through in the
art of catching the potential customers. The knowledge of foreign language is a desirable qualification
for those working in a travel agency.
9. Preparation of itineraries: -
A tourist journey involves preparation of different types of itineraries. There are different
means of transport of with their respective advantages and disadvantages. A travel agent advices the
potential tourist to choose the most convenient course.
10. Liaison with providers of service: -
A travel agent should maintain constant contact with providers of various services like the
transport companies, hotel managers and providers of surface transport like motor cars from airport to
hotel and for sightseeing, etc.

11. Ticketing: -
Selling tickets to tourists for different modes of transport is a very important function of a
travel agent. Ticketing is not an easy job as the range of international air fares is very complex
computerized reservation system (CRS) has revolutionised the reservation system both for air and train
tickets and also a room in a hotel.
12. Insurance: -
Insurance for personal accident risks and risk for loss of baggage is an important function of
a travel agent.

2.11The primary responsibility: -

 The primary responsibility of a travel agent is to make the process of travel planning easier for
their clients and ensure they experience the best trip possible. Travel agents work directly with the public
and converse with clients in order to determine the best possible travel destinations, transportation
arrangements, and accommodations for the client's particular needs. They may make suggestions to the
client based on their experience, or offer complete travel packages from various resorts or cruise lines. They
are often restricted to a budget, and must be highly organized in order to offer their clients travel
arrangements that suit both their financial limitations and leisure or business travel expectations. Agents
work with computers or call airlines, cruise lines, resorts, and rental companies in order to secure travel
arrangements for their customers. They research information on their client's travel plans and relay important
information including weather conditions, travel advisories and required documents for their destination.
Safety is also a factor in international travel, so travel agents keep abreast of the latest news, ensuring that
each planned destination is safe for their customers. Travel agents work year-round, but are especially busy
during peak vacation times in the summer and during holidays. During those times, agents are busy on the
telephone planning trips and making last-minute itinerary changes for current customers. They also sell
vacation packages from cruise lines, resorts and other destinations. During the off season, travel agents are
busy researching destinations and learning about the latest offerings of prime travel resorts and locations.
They will also uncover new destinations and find the best trips for a particular travel purpose, whether it be
business-related or for personal leisure.
2.12Work activities of travel agents: -

a. Designing and developing a tour.

b. Determining an itinerary, arranging for tour escorts.
c. Assisting the overseas tour operating Partner Company in developing brochure content and marketing
programmes.
d. Making travel and accommodation reservations.
e. Offering face to face and telephone advice to customers.
f. Quoting holidays and converting these to bookings.
g. Maximising sales and customer holiday experience by suggesting upgrades.
h. Offering excellent customer service, dealing with complaints in a calm and diplomatic manner.
i. Keeping product and brand knowledge up to date whilst having in-depth knowledge of the company's
brochures and destinations.
f. Working to sales targets.
2.13 Job description: -
Travel agents help their clients make travel plans. In addition to booking reservations, they assist
customers in choosing their destination, transportation, and lodging and inform travellers of passport and
visa requirements, rates of currency exchange, and import duties. Wholesale travel agents specialise in
organizing tours and then selling them to retail travel agencies who in turn, sell on to travellers. Many tours
also include optional side trips and activities that have to be planned carefully. Wholesale travel agents must
have good marketing skills to interest retail travel agents in the tours they have developed. Retail travel
agents offer advice to the general public. They provide travellers with timetables and travel literature,
compute fare costs and make reservations, and sell tours developed by the wholesale travel organisations. In
large travel agencies, agents may specialise in specific geographic areas; in smaller agencies, travel agents
have broader range of responsibilities.
2.14 Skills and qualities: -
a. Passionate interest in geography, strong domestic and international travel knowledge.
b. Excellent command of both written and spoken English.
c. Strong numeric skills.
d. Ability to multitask and quickly interpret complex information.
e. Ability to build strong relationships with clients, both over the phone and face to face.
f. Skills to persuade customers and influence their decisions, both for their own benefit and that of the
agency.
g. Exceptionally high levels of motivation, working both independently and as part of a team.
h. Smart appearance.
i. Proficient internet research skills for customer information.
j. Ability to work in a target-based environment and to achieve sales goals and objectives.
k. Ability to assimilate information and to pay close attention to accuracy and detail.

2.15 Travel plan of travel agent: -

A travel plan is not the same as itinerary; an itinerary is a document that states the booking
arrangements made prior to the trip, including times, dates, Destination, accommodation and transport. As
travel plan is broader in scope, the traveller or a package tour operator might formulate the travel plan.
Basic objectives of well-made travel plan travel agent are to=
1. Recommend tourism destination relevant to client needs.
2. Advice a client on planning for unforeseen circumstances on a trip, such as financial, legal and insurance
issues.
3. Explain the operations of booking procedures.
4. Explain the operation of car rental service, including booking procedures.
5. Provide information about operation of other transport service, including shipping, bus, rail, etc.
6. Provide details regards to the availability of accommodation options.
7. Advice on package tour operation. To satisfy their requirement.
8. Determine appropriate operational systems for management of a tourism service and
9. Consolidate available information and resource to plan a trip.
It is essential for the both agent and traveller to perfectly plan and prepare the schedule and
travelling well in travel. It is also important for making accessory arrangements and obtaining
conformation regard to the booking of hotel, onward booking arrangements, etc. the success of travel
depends on the effectiveness of advanced planning and role of travel agent occupies a key place in the
process. The travel plan between the objectives of travels whether it is independent or group travel.
2.16 Element of travel agent
A travel need certain skills and qualities for performing business related function effectively the
ability of the agent also reflects on the entire tourism industry as it is the starting point from where the
journey of a customer begins. When all arrangement is perfectly made and the customer well informed, it
contributes immensely to the satisfaction of the tourists and shall have a positive bearing on travel and
tourism industry. This also helps for repeat business, improves customer loyally and acts as a promotional
tool due to the positive word of mouth publicity by the satisfied customer.
Some essential qualities of a travel agent are given below:
1. An agent should have all the information pertaining to travel and tourism products.
2. The location of office should be conveniently accessible to the customers
3. The agent should be well versed with various immigration rules of different countries.
4. The staff of the travel agency should be courteous and customers friendly as they play key role in the
retention of customer and turning the prospects to a customer.
5. Should be prepared to work long hours as the international travelling is round the clock business
6. Capable of solving the problems of travellers and tourists at any time by missing in providing information.
7. Should establish good contacts with the providers of tourist product like hotels airlines, and other travel
business.
2.17 RETAIL TRAVEL AGENT
The retail travel agent providers a convenient location where the intending tourist may seek
information about his travel plans and then a location where he may purchase the various travel products he
need. The retail travel services such as obtaining travellers cheques foreign exchange, passport and visa.
The retail travel agent buys neither the seat nor the bed nor the tour from the principle until he
has a customer standing at his counter. He relieves the principle of the need to open his own sales outlets
over a wide area.
The functions of the travel agent are to provide information to provide access to the principles
stock via the reservation system and to facility travel arrangement by providing various ancillary services.
Only those agents who possess a principal’s appointment or licence are eligible for commission
on sales of the principles ticket. Since 50 percent of s travel agent’s turnover arises from airline is important.
Travel agent’s sources of income of income are as follows:
1. Commission on the sales he makes of the principal’s services
2. Commission earned from ancillary service, such as travel insurance and charges made for such services as
travellers cheques.
3. Income earned from short term investment of money received from his customers as deposits
4. Profit from the sale of his own if he operates as operator.
2.17What problems do travel agents face?
a. Unrealistic demands: -
One main problem that you can encounter: clients who are going to be more demanding than
others. They are paying for premium many service, but travel agent often deal with people who do not
understand or want hear the word “No”
a. Personalized attention: -
Luxury dental might also be more demanding of your time and also expect things like your
personal cell phone number.
b. Problems travel agents face and limitations of advertising: -
We believe that travel agents often face the challenge of being able to effectively and quickly
market and sell their excess inventory. (Seats hotel, rooms etc.)
The success of marketing excess inventory can have a sub standing impact on a travel agency’s
profitability. Almost all coasts of travel services are fixed. That is, the costs do not very with sales.
A relatively small amount of unsold inventory can have a significant impact on the profitability
of Travel Company.
Travel agents believe that travel agencies need a fast flexible and cost effective solution for
marketing excess inventory.
d. Increasing price transparency: -
Increasing price transparency travel agents aren’t naive when it comes to pricing their trip
they’re sensible enough to shop around and find the best deal and they certainly won’t be fooled into paying
over the odd when they know how many potential options there are. This has made an already competitive
market even more competitive, meaning that current agents of travel agency need to stand out less obvious
ways that just undercutting their rivals.
e. Creator travel agent’s independence: -
Creator travel agent’s independence, in certain parts of the world travel agent are keen to get out
and explore with little independence they are sorry enough to know what they want and new to get it, no
longer need to have everything arranged for them. Whilst attitude can be leveraged to say, offer self-drive
tours, the general relines on travel services providers has lessened.
f. Decreasing customer loyalty: -
Decreasing customer loyalty with, more holiday bargains on the internet than you can imagine,
along with a host of small agencies and big hitters vying the attention of potential travel agents, loyalty is a
rare thing in today’s market.
The rise of the sharing economy, has left many travel agencies in the lurch wondering how they
can tap into a trend that deliberately leaves them out of the equation huge competition in the
Travel industry has been the analyst for many bold dais, and it may well be the travellers
appreciate the authenticity of peer to services more.
 Chapter No. 3
Profiles of Travel agencies

Profiles of Travel agencies

1. BHARAT TRAVALS
Bus service in all over Maharashtra.
Nagpur, Indore, Dhule, Nandurbar, Shahada, Ambalner, Chopda.
Volvo, 2 X 2 A/C, Non-A/C bus, 50 seater Bus Booking, all types of car on the rent.
Address: - Pragati Towers, opposite near shivajinagar, S.T. Stand, Pune-411005.
Travel agent- Rajesh Shinde
Contact No.: - 9763603789
9922687979

2. AMUUL TRAVELS AND TOURS

A/C and Non-A/C bases Available, all types of car on the rent.
Address: - Sainath parking 2, Sangam wadi, Pune-411005.
Travel agent: -AvinashTapkir
Contact number: - 9823860608
7276353432

3. SAJAN TOURS AND TRAVELS

Pune to Beed, Nashik Daily service.
Address: -Shivajinagar, In front of Bus stand, Pune- 411005
Travel agent: - HemantShinde
Contact No.: -9881534860
8806219716
4. ROYAL TRAVEL
For online booking: - www.royalchintamanibus.com
Daily Luxury Bus Service
A/C, Non-A/C sleeper / seating / Volvo
Address: - Pratibha complex, near Shaniwarwada, Juna bazar road, kasbapeth, Pune- 411011.
Travel agent: - Rakesh Koli
Telephone No.: - (020) 24571647 / 24570021 / 24571020/22
Luggage Department Telephone No.: - (020) 2457 4004.

5. RAJ TOURS AND TRAVELS

Daily Bus service
Address: - 1309, Mahale Plaza, Nava Pool corner, Juna Bazar Road, Kasbapeth, Pune-411011.
Telephone No.: - 24576986, 24578300, 24571082/83.
Website: - www.rajtpurandtravel.com
Daily Parcel services

Another Brancheof RAJ TOURS AND TRAVELS

Shop No. 10, Padmavati parking, Pune-satara road, Pune-411046.
Telephone No.: - 24230445, 652488242, 65249942,
Mobile No.: - 9325984572
Near Hotel Centurian, Shivajinagar, Pune- 411005
Telephone No.: - 25538441
Travel Agent: - Vijay Valmiki
Mobile No.: - 9325986384

6. MAITRI TOURS AND TRAVELS

Service: -
2 X 1 sleeper, 2 X 2 semi sleeper video coach, Daily A/ C, Nin A/ C bus service bus and cars available on
Rent
Bus booking, Training booking, Air booking, Car booking, Holiday booking, Parcel service.
Address: - Opposite Shivajinagar S.T. Stand, near Satkar hotel, Pune-411005.
Travel agent name: -LokeshShinde
Mobile No.: - 9503163535

7. HEENA TRAVEL AND TOURISM

Daily service for Nasik
Book seat on phone call
Cargo (parcel) service available.
Return booking available.
Address: - Bombay Punahighway, Sandip hotel lane, flat No. 1, Arti society old Agra road, Pune-411005.
Travel agent name: -Avinash Kale
Mobile No.: - 9890558322

8. SAMRAT TOURS AND TRAVELS

Service: -
Daily bus service, parcel and courier service, A/C and A/non-A/c cars,Volvo, 14, 18, 27, 32, 49 seater buses
on hire.
Website: -
www.samrattravelspune.com / www.samrat.in
Email address: - samrattravelpune@gmail.com
Address: - office: 10/2, Shivajinagar opposite S.T. Stand, Pune- 411005
Phone No.: - 020-25530148/ 25537280
9. SANA 7 KONDUSHKAR TOURS AND TRAVELS
Service
Volvo, 2 X 2 A/ C, Non-A/C bus, 50 seater bus booking, all types of cars on rent, daily bus service in all
over Maharashtra
Goa, Bangalore, Hyderabad, Ahmadabad, Indore.
Travel agent name: -FaroqMulani
Mobile No.: - 9175599942

10. PRASANNA PURPLE TOURS AND TRAVELS

Service: -
Daily bus service, Rental buses, city bus, Intercity, Holiday booking, Prasanna dev sarshan yatra booking.
Address: - Pratibha complex, Near Surya hospital, Junabazar road, kasbapeth, Pune-411011
Web: -www.prasannapurpule.com / www.prasannatours.com
Telephone No.: - 020-24572012
Travel agent name: -Nilesh Kadam
Mobile No: - 9579204010

11. CHANAKYA TRAVELS AND TOURS

Address: - Basement shop, Pratibha complex, near Surya hospital, kumbharwada road, kasbapeth, Pune-
411011.
Telephone No.: - (020) 65323436,
Mobile No.: - 8446063436.
Telephone. No.: - (020) 65323435
Travel agent name: - Alkesh Pavle
Mobile No.: - 8446063435.
Email: - chanakyatravels@yahoo.com
for online booking: -www.chanakyabus.com

12. NOOR TRAVELS

Address: - 1315, Near Surya hospital, kasbapeth, Pune- 411011.
Service: -
Nanded, Nagpur, Amravati, Akot, Akola, Wardha, Dhule, Yawatmal, Chandrapur, Jalna, Parbhani.
 Telephone No.: - 24578623/ 24578613
Web: - www.noortravels.in
Phone bookings available
Travel agent name: -
Mobile No.: - 9822045623

13. National Travels

Service
2 X 2 A/ C, Non-A/C bus, semi setting, 2 X 1, 2 X 2 sleeper
Daily bus service
Jalna, Aurangabad, Chopda, Amblnear, Dhule, Shirdi, Nasik, Beed.
Address: - S.T. Stand,Shivajinagar , near Dalvi hospital, Pune- 411005.
Travel agent name: -Suhel S. Shaikh
MobileNo.: - 9823188555

14. BALAJI TOURS AND TRAVELS

Address: - Shop No. 1, opposite kharadi bypass Police chowky, Nagar road, Pune- 411014.
Daily bus service, Rental buses, cars
Phone booking available
Telephone No.: - (020) 24578923
Travel agent name: -Abhijeet Kale
Mobile No.: - 9922567823

15. SAI TRAVEL AND TOURS

Address: - 2nd flore, Sai Arcade, JangliMahraj road, Pune - 411005
Daily bus service, Rental buses, cars
Phone booking available
Telephone No.: - (020) 24356789
Travel agent name: - Suresh Kadam
Mobile No.: - 9876542379

Chapter No. 4
Data Analysis
 Data Analysis

5.1 Age wise classification

Particulars No of Respondent Percentage
20-25 2 13%
25-30 8 54%
30-35 2 13%
More than 30 3 20%

❖ Observation:-
1. 13% of employees are from age group of 20-25.
2. 54% of employees are from age group of 25-30.
3. 13% of employees are from age group of 30-35.
4. 20% of employees are from more than 30 of age group.

5.2 Income wise classification

Particulars No of Respondent Percentage
5,000-10,000 2 13%

10,000-15,000 8 53%
15,000-20,000 4 27%
More than 20,000 1 7%

❖ Observation:-
1. 13% of employee earns 5,000 to 10,000 salaries per month.
2. 53% of employee earns 10,000 to 15,000 salaries per month.
3. 27% of employee earns 15,000 to 20,000 salaries per month.
 4. 7% of employee earns more than 20,000 salaries per month.

5.3 From how many years have been working in this travelling and tourism agency?
Particulars No of Respondent Percentage
0-3 Years 4 27%
3-5 Years 6 40%
5-7 Years 2 13%
More than 3 20%

❖ Observation: -
1. 27% 0f employees are working from 0-3 years in travelling agency.
2. 40% 0f employees are working from 3-5 years in travelling agency.
3. 13% 0f employees are working from 5-7 years in travelling agency.
4. 20% 0f employees are working from more than 7 years in travelling agency.

5.4 Which of the following factors motivate you most?

Particulars No of Respondent Percentage
Salary Increase 7 46%

Promotion 4 27%
Leaves 4 27%

❖ Observation: -
1. 46% of employees are motivated by Factor of Salary Crease.
2. 27% of employees are motivated by Factor of Promotion.
3. 27% of employees are motivated by Factor of Leaves.

5.5 Working hours is satisfactory?

Particulars No of Respondent Percentage

Agree 8 50%
Disagree 4 25%
Average 4 25%

❖ Observation: -
1. 50% 0f employees satisfied with working hours.
2. 25% 0f employees disagree with working hours.
3. 25% 0f employees are average with their working hours.

5.6 Physical working condition in this agency is satisfactory?

Particulars No of Respondent Percentage
Agree 7 44%
Disagree 5 31%
Average 4 25%

❖ Observation: -
1. 44% of employees’ physical working condition is satisfactory.
2. 31% of employees are disagree with physical working condition.
3. 25% of employees’ physical working condition is satisfactory.

5.7 Job satisfaction level is good?

Particulars No of Respondent Percentage
Agree 9 60%
Disagree 1 7%
Average 5 33%
 ❖ Observation: -
1. 60% of employees are satisfied with their job.
2. 7% of employees are not satisfied with their job.
3. 33 of employees are average with their satisfaction level.

5.8 Dose the agency provides medical facility for employees?

Particulars No of Respondent Percentage
Yes 3 23%
No 10 77%

❖ Observation: -
1. 23% of Agencies provided medical facilities to their employees.
2. 77% of Agencies provided medical facilities to their employees.

5.9 Are you satisfied with welfare facilities provide to employees by agency?
Particulars No of Respondent Percentage

Yes 3 20%

No 12 80%
 ❖ Observation: -
1. 20% of employees are satisfied with welfare facilities provided by agency.
2. 80% of employees are not satisfied with welfare facilities provided by agency.

5.10 What are biggest challenges facing by agents?

Particulars No of Respondent Percentage

Competition 7 47%

Customer satisfaction 5 33%

Bad behaviour of senior 3 20%

❖ Observation: -
1. 47% of the employees are facing competition challenges.
2. 33% of the employees are facing customer satisfaction challenges.
3. 20% of the employees are facing bad behavior of senior challenges

5.11 Agency pressures you to collect client?

Particulars No of Respondent Percentage

Yes 9 40%

No 6 60%

❖ Observation: -
1. 40% of agency pressurized agents to collect clients.
2. 60% of agency pressurized agents to collect clients.
 5.12 Is your customers satisfied with your service?
Particulars No of Respondent Percentage

Yes 7 46%

No 4 27%

Average 4 27%

❖ Observation: -
1. 46% of customers are satisfied with service.
2. 27% of customers are not satisfied with service.
3. 27% of customers are average with their service.

5.13 Dose your organization organize any guidance program or training program for employee?
Particulars No of Respondent Percentage

Yes 2 13%

No 13 87%

❖ Observation: -
1. 13% of travel agencies organize guidance program or training program.
2. 87% of travel agencies are not organize guidance program or training program.

5.14 Do you think there are good career prospect in your organization?
Particulars No of Respondent Percentage

Yes 6 40%
No 9 60%

❖ Observation: -
1. 40% of employees are think there are good career prospect in their organization.
2. 60 of employees are think there are not good career prospect in their organization.

5.15 Do you face problems while using foreign languages?

Particulars No of Respondent Percentage

Yes 7 47%

No 8 53%

❖ Observation: -
1. 47% 0f employees are face problems while using foreign languages.
2. 53% 0f employees are not face problems while using foreign languages.

5.16 Are you familiar with online-booking tools?

Particulars No of Respondent Percentage

Yes 12 80%

No 3 20%
 ❖ Observation: -
1. 80% of employees are familiar with online-booking tools.
2. 20% of employees are not familiar with online-booking tools.

5.17 How many calls or transactions do you in an average day?

Particulars No of Respondent Percentage

Less than 50 4 27%

50-150 4 27%

150-250 7 46%

More than 250 0 0%

❖ Observation: -
1. 27% of employees do less than 50 transitions in an average day.
2. 27% of employees do 50-150 transition in an average day.
3. 46% of employees do 150-250 transaction in an average day.
 Chapter No. 5
Findings

Findings
1. Maximum respondents are from age group of 20-25
2. Maximum respondents earn 10,000-15,000 salary per month.
3. Maximum respondents are working in this agency from 3-5 years.
4. Maximum respondents are motivated for doing work due to salary increase.
5. Maximum respondents are satisfied with working hours.
6. Maximum respondents are satisfied with physical working conditions.
7. Maximum respondents’ job satisfaction level is good.
8. Maximum travel agencies are not providing any medical facility for employees.
9. Maximum respondents are not satisfied with welfare facilities provide to employees by agency.
10. Competition is the biggest challenge face by the travelling agent.
11. Maximum travel agencies are not pressurized to collect clients.
12. Maximum customers are satisfied with service provided by the travel agency.
13. Maximum travel agencies are not organizing any guidance program or training program for
employee.
14. Maximum respondents are think that there are not good career prospect in your organization
15. Maximum respondents are face problems while using foreign languages.
16. Maximum respondents are familiar to online-booking tools.
17. Maximum respondents are doing 150-250 calls or transactions do you in an average day.
 Chapter No. 6
Suggestions

Suggestions

1. Increment in salary
2. Leaves should be given while in need.
3. Working hours should be limited.
4. Senior should have to behave politely.
5. Staff or colleagues should co-operate with each other.
6. Clients have to understand and have to do mutual co-operation with travel agent.
7. Agency should not pressurize for agents to collect clients.
8. Incentive should be given on salary.
 Chapter No. 7
Conclusion

Conclusion

For providing exceptional customer service companies must do two things for their employees
train them adequately, and treat them well as internal customers.
By doing so, they will reap the rewards of increased customer and employee loyalty in order to
enjoy internal customer services has to start at the top and percolate down to the ken line staff. Employees
need support and leadership. There seems to be just two reasons to deliver excellent customer service; repeat
business and happiness. Sales turn prospects into new customer service turns customers into repeated
customers an excellent customer service while on board will make most of the frequent flyer schemes
redundant service also makes customers happy. Happy customer is much easier to deal with than irate
customer.
A company serious about delivering quality service to its customers must first try and diagnose
current attitude, behaviours beliefs and values of the employees of the company. Identification of the key
issues and obstacles that prevent the employees of the company them achieving excellence in customer
service should be the Next’s logical step Monitoring current customer satisfaction by conducting customer
surveys and focus groups should be an integral part of the firm’s activities. Based on the peculiarities of the
service being offered, quality service performance standards need to be established. Developing systems to
ensure total organization “buy-in” is the top management’s responsibility once the standard is established,
systems should be put in place to measure quantitative and qualitative results that exceptional customer
service creates. Creating feedback and reward system is of paramount importance in creating an
environment that fosters quality among employees internal marketing holds the key to better service.

❖ Bibliography
 1. Travel & Tourism- A Global scenario- By Keka Lahiri
2. Travel & Tourism Management- By VV Vara Prasad
V BT Sundari
3. Research Methodology- By Dr. Va. Bha. Patil
By Prashant Publication

4. Website: a) http:/www.quora.com
b) http;/www.clicltravel.com

Questionnaire

“An Analytical study of problems faced by employee of the travelling and tourism agency”
Name of Employee – _________________________________________________________
Address -- _________________________________________________________
Age -- _________________________________________________________
Family Size -- _________________________________________________________
Income -- _________________________________________________________

1) From how many years have been working in this travelling and tourism agency?
a) 0-3 years
b) 3-5 years
c) 5-7 years
d) More than

2) Which of the following factors motivate you most?

a) Salary Increase
b) Promotion
c) Leaves

3) Working hours is satisfactory?

a) Agree
b) disagree
c) Average
4) Physical working condition in this agency is satisfactory?
a) Agree
b) disagree
c) Average

5) Job satisfaction level is good?

a) Agree
b) disagree
c) Average

6) Dose the agency provide medical facility for employee?

a) Yes
b) No

7) Are you satisfied with welfare facilities provide to employee by agency?

a) Yes
b) No

8) What are the biggest challenges facing by agents?

a) Competition
b) Customer Satisfaction
c) Bad Behavior of Senior

9) Agency pressure you to collect clients?

a) Yes
b) No

10) Is your customers are satisfied with your service?

a) Yes
b) No
c) Average

11) Dose your organization organize any guidance program or training program for employee?
 a) Yes
b) No

12) Do you think there are good career prospect in your organization?
a) Yes
b) No

13) Do you face problems while using foreign languages?

a) Yes
b) No

14) Are you familiar with online-booking tools?

a) Yes
b) No

15) How many calls/transactions do you in an average day?

a) Less than 50
b) 50-150
c) 150-250
d) More than 250

Suggestions:-
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