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ACKNOLDGEMENT
I express my sincere thanks to Mr. Inder Lal Bansal Owner of SOTC Franchisee for giving
me an opportunity to undergo a project on “find out the potential and awareness of SOTC
brand as well as creating awareness amongst the people of NCR region” and understanding
the whole process of booking.
I would also like to take the opportunity to thankMr. Kapil(Sales Executives),Mr.
Gaurav(Sales Executives-WFT), Mrs. Dimple Mucchal (FIT), Mrs. Bhavna Tandon(FIT) and
all the other employee of the SOTC, Gurgaon for helping me to complete my training
successfully and extending all cooperation whenever I needed it.
I would also like to thank the faculties and the administration team of the
Skyline Business School.
My deepest regards to my parents who have always encouraged me in
pursuit of higher education.
Thanks to all.
1
TABLE OF CONTENT
Topic
Page No

Introduction

Methodology

Executive Summary

Industry Profile
Forms of Tourism
Types of Tourist
Marketing Mix
PEST Analysis
SWOT Analysis

Company Profile

SOTC Band

Competitor

Outbound Tourism

Types of Passport
Types of VISA
Currency Regulation
Travel Tax

Formalities

Research

Findings

Bibliography
34567910

15 18 19 21 24 26 27 28 29 30 31 32 35 36
2
INTRODUCTION
The training was carried out as a partial fulfilment of my PGDBM degree
under Skyline Business School.
The project has been carried out at SOTC, Gurgaon.
My project was based on the study of find out the potential and awareness of SOTC brand as
well as creating awareness amongst the people of NCR region” and understanding the whole
process of booking.
3
EXECUTIVE SUMMARY
This is a project which has been carried out at SOTC, Gurgaon. The project is conducted on
“Study of awareness about SOTC brand”, a topic which was assigned by the SOTC
authority.
In this project we have collected both Primary and Secondary data. The Primary data was
collected through questionnaire and personal observation and the Secondary data was
collected from the SOTC information system.
5
Introduction
Industry:
The Travel and Tourism industry is still one of the largest single
businesses in world commerce and its importance is widely recognized.
The tourism industry is now one of the largest sectors earning foreign exchange. In the face
of many benefits, many countries have started assigning due weight age to the tourism
industry in their national development agenda.
Tourism is an industry that operates on a massively broad scale: it embraces activities
ranging from the smallest sea-side hotel; to air-lines, multi-national hotel chains and major
international tour operators. Originally, non-traditional industries such as tourism emerged as
a solution to strike a balance between ecology and industry
 T o u r i s m i s o n e o f t h e
w o r l d ' s f a s t e s t g r o w i n g
i n d u s t r i e s a t p r e s e n t
and holds the status of the world's no. 1 industry.
 S p e n d i n g o n t o u r i s m
a m o u n t s t o 5 % - 1 0 % o f t o t a l
c o n s u m e r ,
spending in a year worldwide.
 T h e i n d u s t r y c r e a t e s a j o b
e v e r y 2 . 4 s e c o n d s w i t h
e v e r y o n e o f
those direct jobs creating another 11 indirect ones.
 T h e t o u r i s m i n d u s t r y a s a
w h o l e i s p r e s e n t l y
e s t i m a t e d t o e a r n o v e r
US$ 3.5 trillion worldwide.
 I n d i a ' s s h a r e o f t h e t o t a l
m a r k e t i s a p i t t a n c e a t
0 . 5 1 % . T h e n o n -
tourist countries like Malaysia and Indonesia get much more
tourists than India.
 I n d i a ' s s h a r e o f t h e t o t a l
m a r k e t i s a p i t t a n c e a t
0 . 5 1 % . T h e n o n -
tourist countries like Malaysia and Indonesia get much more
tourists than India.
 T h e T o u r i s m i n d u s t r y ' s
f o r e i g n e x c h a n g e e a r n i n g s
i n I n d i a a r e
around $3.2 billion. Tourism is the highest foreign exchange earner if we consider the fact
that net value addition in Gems and jewellery is less than 30 % whereas, in tourism it is more
than 90 %.
Recent statistics have revealed that during the first quarter of 2006, the
performance of the tourism industry has been very encouraging which has
registered an 11% increase in foreign tourist arrivals.
India Tourism office at Tokyo won two International Awards in Tour Expo
held at Daegu in Korea for excellent tourism promotion. Indian Pavilion
won the Best Booth Design Award as well as Best Folklore Performance
Award competing with major players in tourism such as China, Japan,
Thailand, Malaysia and Canada.
6
SPECIAL FORMS OF TOURISM
For the past few decades many forms of tourism are becoming more
popular, particularly:
ADVENTURE TOURISM
This type of tourism involves travel in rugged regions, or adventurous
sports such as mountaineering and hiking (tramping).
CULTURAL TOURISM
It includes urban tourism, visiting historical or interesting cities, such as
Delhi, Amritsar, Mumbai, Banglore, Chennai, Ahmedabad, etc. and
experiencing their cultural heritages. This type of tourism may also
include specialized cultural experiences, such as art museum tourism
where the tourist visits many art museums during the tour, or opera
tourism where the tourist sees many operas or concerts during the tour.
EDUCATIONAL TOURISM
It may involve travelling to an education institution, a wooded retreat or some other
destination in order to take personal-interest classes, such as cooking classes with a famous
chef or crafts classes.
GARDEN TOURISM
It means visiting botanical gardens, famous places in the history of
gardening, such as Versailles and the Taj Mahal.
HERITAGE TOURISM
It is visiting historical (Rome, Athens, Cracow) or industrial sites, such as
old canals, railways, battlegrounds, etc.
HEALTH TOURISM
It means usually to escape from cities or relieve stress, perhaps for some
'fun in the sun', etc. often to "health spas".
MEDICAL TOURISM
It is used for advanced care that is not available in one's own country, in
the case that there are long waiting lists in one's own country for use of
free or cheap health care organizations for what is illegal in one's own
country, e.g. abortion, euthanasia; for instance, euthanasia for non-citizens
is provided by Dignitas in Switzerland.
7
HOBBY TOURISM
Tourism alone or with groups to participate in hobby interests, to meet
others with similar interests, or to experience something pertinent to the
hobby. Examples might be garden tours, square dance cruises, etc.
POP-CULTURE TOURISM
This tourism refers to tourism by those that visit a particular location after
reading about it or seeing it in a film.
PERPETUAL TOURISM
It is mainly for wealthy individuals who are always on vacations; some of
them, for tax purposes or to avoid being resident in any country.
PILGRIMAGE TOURISM
Pilgrimage tourism refers to ancient holy places (Rome and Santiago de
Compostela for Catholics, Temples and stupas of Nepal for the Hindus
and Buddhist, Mount Athos or Painted churches of northern Moldavia for
the Orthodox), religious sites such as mosques, shrines, etc.
SPORT TOURISM
Skiing, golf and scuba diving are popular ways to spend a vacation. Also in this category is
vacationing at the winter home of the tourist's favorite baseball team, and seeing them play
everyday.
ECO TOURISM
It means sustainable tourism which has minimal impact on the
environment, such as Safaris (Kenya), Rainforests (Belize) and Hiking
(Lapland), or national parks.
GAMBLING TOURISM
This tourism refers to tourism to Atlantic City, Las Vegas, Macau or
Monte Carlo for the purpose of gambling at the casinos there.
8
TYPES OF TOURISTS
One such way of classifying the users is by dividing them into categories
such as General, Sex, Region, Education, etc.
 G e n e r a l : D o m e s t i c , F o r e i g n
K i d s , T e e n s , Y o u t h s , S e n i o r s
Students, Executives, Artists Politicians, Movie stars

 S e x : Men, Women
 R e g i o n : R u r a l , U r b a n
 E d u c a t i o n : L i t e r a t e ,
I l l i t e r a t e
 S t a t u s : R i c h , P o o r
 P r o f e s s i o n : E x e c u t i v e s ,
A c a d e m i c s , S p o r t s m e n , A r t i s t s
 O c c u p a t i o n : W h i t e c o l l a r ,
B l u e c o l l a r .
Another method of classifying users of tourism services is on the basis of
the frequency of usage of services:
 N o n - u s e r s : T h e y l a c k t h e
w i l l i n g n e s s , d e s i r e a n d
a b i l i t y
(income & leisure time).
 P o t e n t i a l U s e r s : T h e y h a v e
t h e w i l l i n g n e s s b u t t h e
m a r k e t i n g
resources have not been used optimally to influence their
impulse.
 A c t u a l U s e r s : T h e y a r e
a l r e a d y u s i n g t h e s e r v i c e s
g e n e r a t e d
by the tourist organizations
 O c c a s i o n a l U s e r s : T h e y h a v e
n o t f o r m e d t h e h a b i t o f
traveling
 H a b i t u a l T r a v e l e r s : T h e y h a v e
f o r m e d a h a b i t a n d a v a i l o f
the services regularly.
9
Marketing Mix
 P R O D U C T
Product is the combination of tangible and intangible elements. The
tourism product, which is mainly the destination, can only be experienced.
The views of the location travel to the destination, the accommodation
and facility as well as the entertainment at the destination all form the
tourism product.
Thus it is a composite product combination of attraction, facilities and
transportation. Each of these components has its own significance in the
product mix and in the absence of even single components, the product
mix is incomplete.
 P R I C E
Pricing in tourism is a complex process. Pricing includes the prices of
other services like Air travel, Bus, Railways, Hotels, etc. All are included
in tourism package. Pricing also depends on the Geographic location of
the destination.
Pricing also depends on Seasonality. Seasonality is the most important
factor in pricing. To match demand and supply tourist managers try to get
either discount. E.g. Taj is the tourist attraction in India. Pricing is also
based on competitors pricing. Pricing is also subject to government
regulations. E.g. Air price changes tourism package also changes, if Hotel
charges change then also tourism package changes.
Pricing of the tourist product is a complex matter because of its composite
nature. Geographical location of the destination affects the pricing
decision. At the same time, seasonality factor and varying demand cannot
be overruled. The objective of pricing in any other firms is to fetch a
target market share, to prevent competition, and to take care of the price
elasticity of demand.
A very important way, in which the travel and tourism business responded
to their highly complex pricing circumstances, is to operate at two levels.
The first level is corresponds with the marketing strategy, which concerns
with the product positioning, value for the money, long run return on
investments etc. The second level corresponds to the marketing operations
10
or tactics where the prices are manipulated to match the current demand
and competition.
 P L A C E
Different distribution strategies can be selected for Tourism marketing.
Tourism as a product is distributed as a travel. Internet is also used widely.
There is an also small agent spread all over the town who plays a role of
place. Large travel companies like Thomas Cook, Cox & Kings, SOTC,
etc they act as a wholesalers and these wholesalers also act as a retailer.
The tourism marketer may not have adequate choice of the tourist center,
because in most of the case the tourist destinations many be natural,
historical attraction. But, infrastructure facilities, transportation,
communication are important for the development of the tourist center.
The major decision that the tourism marketer takes regarding distribution
is relating to the channel of choice and channel members. The uniqueness
of tourism industry is predominant position of intermediaries. The two
major functions performed by the distribution system in tourism
marketing are:
 T o e x t e n d t h e n u m b e r o f p o i n t s o f
s a l e s o r a c c e s s , a w a y f o r m
the location at which services are performed or delivered
 T o f a c i l i t a t e t h e p u r c h a s e o f s e r v i c e
i n a d v a n c e
Different distribution strategies may be selected to reflect the company’s
overall objectives. The middleman may be tour operators, who buy
tourism products in bulk and make them available to travel agents who
are retailers. The range of tourist products, which are bought by the tour
operators are airline seats, hotel accommodation, bus for local sight
seeing, etc. they may also sell directly to customers. The latest mode of
reaching the tourist is through Internet. Ticket booking can also be done
through the Internet and payment is made with credit card.
 P R O M O T I O N
Advertising and sales promotion in Tourism can be very effective when
supplemented by publicity and personal selling. They use electronic, print
all sorts of media they use; and it is highly promoted industry. Public or
PR (Public Relation) plays an important role in tourism. It is also through
recommendation of friends and relatives this is a biggest promotion.
Creation of awareness is an important factor in the formulation of
marketing mix for the tourism industry. The promotion task simplifies the
11
activities of informing, persuading and influencing the decisions of
potential tourists. The promotion mix plays a vital role as the users of
service feel high degree of involvement and uncertainty about the product
and their role in buying process. Some of the important aspects of
promotion are advertising, publicity, sales support and public relation.
Advertising and sales promotion activities in tourism can be very effective
when supplemented by publicity and personal selling. Advertising
messages may range from subtly attractive visual messages and symbols
designed to appeal and stimulate travel desire and needs to simple sales
announcements drawing attention to specific product offers.
Word-of-mouth is a very important tool of promotion in tourism.
Research shows that about 80% of the tourist visited different places on
the persuasion of their friends and relatives and also their own judgments.
Brochures are another form of communication provided by tour operators
to stimulate customers and motivate them to buy. They are used to
demonstrate in pictures and words the images and positioning of the
product and the organizations.
 P E O P L E
It plays a most important part in tourism. In people local people are very
important, that how they treat tourist. The travel agents, guides, staff of
travel companies, sales staff, etc they are the people. Travel Company also
like Railways, Air, etc. is included in people. Normally a tourist assures a
tourism quality like hotels, Travel Company.
The personnel who attend to the needs of the tourists form an essential
ingredient in tourism marketing. The sales personnel are responsible for
dealing with the customer behind the counter. The airline and
transportation crew interact with customers while traveling. The resort or
hotel representatives enter to the needs of the tourist when they reach the
destination.
The tourist guides, who interact with the customers at the tourist location,
all form the people element in tourism marketing. These contract persons
must be trained on interpersonal skills as well as knowledge of the
product. In the tourism industry the travel agents and the travel guides are
the two most important people who speak a lot about the industry. Hence
it is imperative that they have to be at their best at all times. Travel guides
especially, are expected to have a lot of patience, good sense of humor,
12
utilities like toilets, telephone booth also form a part of the physical
evidence.
Printed matters such as brochures also play an important role in the
development of tourism. As the product, in tourism is intangible. There is
a need to describe fully the product, which is done by providing an
elaborate brochure, which shows how different elements of the
programmes are carefully planned to include all necessary information to
make holiday establishes expectation of quality value for money, product
image and status, which must be matched when the product is delivered.
SEGMENTATION
Though there are a number of bases for segmentation of tourists, one of
the most important is Lifestyle. Traveling decisions are fantastically
influenced by changing lifestyles. They are also affected by other factors
such as level of income, availability of leisure time, etc.
BASE OF
SEGMENTATION
CATEGORIES
Holiday
Mass market
Popular market
Individual market
Demand
Primary
Secondary
Opportunity
Geography
International
On the basis of regions, cities,
etc.
Psychographic
Lifestyle
Personality motive
Knowledge
Demography
Age
Sex
Religion
Socio-economic
Rich, Poor
Rural, Urban
Literate, Illiterate
Purpose
Business Travel
Cultural Tourism
Common Interest Convention14
Age
Teens
Youth
Seniors
Such segmentation is useful when deciding the offerings to target a
particular segment. For example,
 T h e m a s s m a r k e t c o n s i s t s o f
v a c a t i o n i s t s t h a t t r a v e l i n l a r g e
groups and prefer all-inclusive tours. They are generally
conservative.
 T h e p o p u l a r m a r k e t c o n s i s t s o f
s m a l l e r g r o u p s g o i n g o n
inclusive or semi-inclusive tours. This group includes
pensioners and retired people.
 T h e i n d i v i d u a l m a r k e t c o n s i s t s o f
c h a i r m e n , s e n i o r
executives, etc.
 A s t h e l i f e s t y l e c h a n g e s ,
c o n s u m p t i o n o f s e r v i c e s m i g h t
change. For example, a newly married couple might prefer
romantic holidays, but once they have children they would
prefer family vacations where there are plenty of activities to
entertain kids. Teens and youth might prefer adventure
holidays whereas senior citizens would probably prefer more
relaxing vacations.
PEST ANALYSIS
Environmental influences can be analyzed by using the PEST analysis.
 P o l i t i c a l
The political factors are the main driving force of the industry. The Indian
tourism industry is built on the backbone of Government support and the
industry cannot sustain itself without it. The various archaeological sites
and the places of historical importance, the roads and the railways are all
in the hands of the Government. All the support services like the hotel
industry, the airlines industry and the tourist operators to name some are
heavily dependent on the support and the cooperation of the Government.
The major reason as to why tourists visit India is for the vast and rich
heritage that our country has. That is under the control of the Government,
through the Archaeological Survey of India. Any policy change that
comes into force can have dramatic effect on the way the industry players
perform. For example, the Government charges high rates of taxes on the
luxury and the star category hotels and this has always been a cause of
disagreement between the hotel associations and the Government. There
15
are many areas where the growth of tourism has not been rapid or has
seen dramatic fall because the political environment has not been
conducive. Examples are the North East for the former and Kashmir for
the latter. The neglect of the Government in developing the North-East
has led to a situation where there is practically no tourism in the seven
states.
Similarly, the political turmoil in the state of Kashmir and now in Gujarat
has caused a virtual decimation of the flourishing tourism industry.
However, there has been a change in many of the policies of the
Government with regard to the tourism industry. The hotel industry has
been getting many incentives and many State Governments are
encouraging the growth of major hotels in their states.
 E c o n o m i c :
The tourism industry not unlike the other industries grows with the
increase in the spending of the people. The more the people spend the
more the industry grows. The spending power of the people has been
increasing in the country and all over the world. Since we are
concentrating on the international tourists, the large increase in the
spending power in most developed countries has left a large amount of
idle cash in their hands. This has led to a tourism boom the world over
and India has been no exception. There have been more people coming
into the country with more cash than ever before. This has lead to an
increase in the demand for better hotels. People who previously used to
come to the country on a shoestring budget and hunt around for the
cheapest accommodation can now afford to go in for luxury hotels. This
has led to an increase in the number of hotels in the country. However, an
increase in spending does not only limit itself to accommodation. The
increase in the spending is also evident in the increase in the number of
people traveling by air. Even the number domestic tourists traveling by air
has dramatically gone up.
 S o c i a l :
Tourism was always looked upon as something that led to the destruction
of the social fabric of a place. The more the amount of outside people
coming into a place, the more the perceived risk of that place losing its
identity. A good example is Goa. From the late 60's to the early 80's when
the Hippy culture was at its height, Goa was a haven for such hippies.
Here they came in thousands and changed the whole culture of the state.
This had a ripple effect on the country. People became cautious,
especially of the international tourists. Whenever a certain place became
famous, the example of Goa was cited to discourage the inflow of
16
international tourists.
However some places such as Kerala and Rajasthan have been able to
strike a balance between their own culture and the demands of the
international tourists and have profited handsomely in the bargain. People
are now adopting themselves to the fact that tourism pays and it can be a
major source of income for them.
In addition, tourism as a form of recreation has really caught on. People
themselves have started traveling and are willing to travel to a place that
is out of the way and exotic. While traditionally traveling on a holiday
meant going to a hill station or a beach, now people are willing to go in
for adventure tourism and also visit places that might be exotic and cannot
really be called hospitable. For example, now places like Leh and
Lakshwadeep are mentioned in the same breath as Goa or Kashmir.
 Technology:
Although technology does not seem to be a major influence at first glance,
it plays a major part in the promotion of a place. Better communication
facilities are one of the first prerequisites for growth in the inflow of
tourists. This has been made possible with technology. Improved
technology in the field of communication at cheaper costs has resulted in
many remote and inaccessible areas of the country getting connected to
the rest of the world. This connectivity has made these places visible to
the world. Better communication means access to media. And that is very
important if any place wants to be on the world tourist map.
Similarly better transportation facilities have lead to a dramatic increase
in the number of tourists visiting any particular place. The presence of an
airport and the availability of frequent flights are a great convenience to
any traveler.
India: Tourism Revenues and Expenditures 1990-2010
17
SWOT Analysis of Tourism in India:
Strength:
India's geographical location, a culmination of deserts, forests,
mountains, and beaches.
Diversity of culture i.e. a blend of various civilizations and their
traditions.
A wealth of archaeological sites and historical monuments.
Manpower costs in the Indian hotel industry are one of the lowest
in the world. This provides better margins for the industry.
A very wide variety of hotels is present in the country that can fulfill the demand of the
tourists. There are international players in the market such as Taj and Oberoi. Thus, the
needs of the international tourists and travelers are seen to while they are on a visit to India.
Weakness:
Lack of adequate infrastructure. The airlines in India, for example,
are inefficient and do not provide basic facilities at airports. The
road condition in India is very bad.
A xenophobic attitude among certain sections of people.
No proper marketing of India's tourism abroad. Foreigners still
think of India as a land of snake charmers. There are many places
where the image of India is one of poverty, superstition, and
diseases. The case of Plague in Surat in 1994 led to a decrease of
36% in arrival of foreign tourists in India.
Opportunity:
More proactive role from the government of India in terms of
framing policies.
18
Allowing entry of more multinational companies into the country
giving us a global perspective.
Growth of domestic tourism. The advantage here is that domestic tourism and international
tourism can be segregated easily owing to the difference in the period of holidays.
Threat:
Economic conditions and political turmoil in other countries
affects tourism.
Political turbulence within India in Kashmir and Gujarat has also
reduced tourist traffic.
Aggressive strategies adopted by other countries like Australia,
Singapore in promoting tourism.
SOTC – India’s No. 1 Holiday Company
Established in 1949 with just five employees at an office in Cawasji Hormusji Street,
Mumbai, it has grown to become one of India’s largest travel companies. By the year 1968,
the Company had moved to a much bigger office at Mint Road and was also counted as one
of the top ten travel agents in Mumbai, with a turnover touching Rs 25 million
A major turning point came in 1976 when SOTC handled its first group tour to the US during
the bicentennial celebrations. Within three years, SOTC had taken about 500 passengers to
Europe, the US, Singapore and Japan. In 1981, came another breakthrough when SOTC
Package Tours began active advertising, with the first ad hitting the newspapers
Between the years 1983 and 1995, SOTC grew by leaps and bounds. It moved to new
premises at Church gate, Mumbai, installed the first computer for sales and operations, and
went through a management metamorphosis with a complete restructuring of the business
into autonomous Strategic Business Units (Subs) with a state-of-the-art call centre. SOTC
has been fulfilling the travel needs of Indians for over five decades now. It continues to seek
out new and exciting destinations to offer to outbound travelers
SOTC’s outbound business operations broadly encompass Packaged Group Tours for Indians
and Individual Holidays. SOTC World Famous Tours caters to those who seek comfort in
group travel. It is widely acknowledged to be the most successful package tour brand in
India. Recognizing the importance of language markets, SOTC also pioneered tours
conducted in Marathi and Gujarati under the SOTC brand extensions: SOTC
BhramanMandal and SOTC GurjarVishwadarshan.
19
to the destination and back. Within just five years of existence, SOTC BhramanMandal has
become a household name amongst the Maharashtrian
On 14th January in the year 2002, BhramanMandal was born. It was the auspicious day of
Sankranti. But more importantly, it was a moment of reckoning for Tourism. As SOTC,
India’s Greatest Packaged Tour Company launched BhramanMandal, a packaged tour
division exclusively to cater to the needs of Maharashtrians. While designing the tours, every
single need of Maharashtrian was kept in mind. Be it their eating habits or their likes and
dislikes, every aspect was taken into consideration. But it was the experience of traveling
with them, that was even more enriching, for both, the travelers and us
Within just over a year of our existence, BhramanMandal has become a household name
among Maharashtrians. And this has been possible because of all of those fellow
Maharashtrians who chose to travel with us.
3)-SOTC Gurjar Vishwadarshan
SOTC Gurjar Vishwadarshan was launched especially for Gujarati community residing in
India, to cater to their needs of having a Pure Indian Vegetarian Meal with a Gujarati flavor,
Gujarati speaking tour manager at your service right from India to India and traveling with
the finest Gujarati families makes your holiday the most memorable and comfortable one.
Gurjar Vishwadarshan launched in the year 2004 received an overwhelming response from
the Gujarati's staying all over India. Since then it has been scaling heights year after year
today in its 4th year of existence it has become a household name for Gujarati's and is fondly
rembererd by Gujarati holiday goers, this has been possible because of all of those fellow
Gujarati's who chose to travel with us. With the new positioning of our brand "Expect
More"....in Gujarati which means "Apeksha Thi Vadhare" we assure our patrons that every
time they can just expect more with SOTC.
Gurjar Vishwadarshan is one of the business units of SOTC. SOTC has pioneered its position
in the packaged tour segment with its unparallel expertise devised over last 50 years. Being a
100% subsidiary of Kuoni Travel Holding, Switzerland - one of the world’s largest travel
companies - SOTC leverages the advantage of the buying power and travel services to
provide customers value-for-money packages.
4) - SOTC Do-it-Yourself Holidays
SOTC Do-it-Yourself Holidays caters exclusively to the needs and
requirements of the discerning Free Individual Traveler. It offers a wide
22
range of customized holidays that allows individual travelers the freedom to define their
preferences of the destination, length of stay and pace of travel
Following high-quality standards, SOTC Do-it- Yourself Holidays have ensured
accommodation at some of the world's finest hotels allowing for proximity to city centre
attractions such as shopping malls, pubs, cafes, restaurants and scenic delights. An individual
traveler on SOTC Do-it- Yourself Holidays has the option to explore all the attractions of a
single city. Or focus on all key cities of a particular country. They can even combine two to
eight countries in their holiday, depending on their tastes, time and budget.
5) - SOTC Holidays of India
SOTC Holidays of India has something for every kind of traveler - be it families, youth,
students, honeymooners, groups or individuals. SOTC Holidays of India offers packages that
cover every conceivable tour requirement - whether it is an extended vacation with the
family, a paragliding spree with friends or simply a rejuvenating weekend break. SOTC
Holidays of India offers an opportunity to visit and explore all the splendors of India through
various categories of holiday packages. SOTC Holidays of India has categorized all holiday
packages into Standard, First and Deluxe Class categories.
It also offers a wide range of customized holidays thereby giving individual travelers the
complete freedom and flexibility to define their preference of the destination, length of stay
and pace of travel
SOTC Holidays of India has something for every kind of traveler - be it
families, youth, students, honeymooners - groups or individual. SOTC Holidays of India has
a range of holiday options namely: Classic Holidays of India, Fun-filled Beaches of India,
Hill Stations & Quick Getaways and Spiritual Retreats.
SOTC Holidays of India is a division of Kuoni Travel (India) Pvt. Ltd., India's Largest Travel
and Tourism Company. A market leader in its field, this division markets and operates
foreign holiday packages under the SOTC World Famous Tours brand in India and in the big
NRI markets of the Middle East, USA and UK. It currently operates from 120 sales points
across India and boasts of more than 250,000 loyal customers.
23
SOTC Holidays of India offers packages that cover every conceivable tour requirement;
whether it is an extended vacation with the family, a paragliding spree with friends or simply
a rejuvenating weekend break
SOTC Holidays of India offers you an opportunity to visit and explore all
the splendors of India through various categories of holiday packages
Classic Holidays of India are time tested popular attractions like
Kashmir, Himachal, Rajasthan and Kerala those have proved their ability
to completely satisfy the traveler
Fun-filled Beach Holidays offers not just sun and sand but also cool
lagoons, clear waters, corals, reefs and beach resorts.
Hill Stations & Quick Getaways offer a break through a multitude of
retreats at a short distance from home.
Spiritual Retreats to Rediscover Your Soul provide excursions to various
spiritual and hallowed sites
SOTC Holidays of India has categorized all holiday packages into
Standard, First and Deluxe Class categories.
ABOUT THE COMPETITOR
Cox & Kings is the longest established travel company in the world.
At present, the COX & KINGS group has offices in UK (2 offices), USA, Japan, Germany
Italy, Turkey, Pakistan and Nepal. In India, Cox & Kings has offices in Mumbai, New Delhi,
Chennai, Bangalore, Calcutta, Ahmedabad, Cochin, Hyderabad, Pune, Goa and Jaipur and
one satellite office in Andheri in Mumbai and Gurgaon.
Thomas Cook is one of the world's leading international travel and financial services groups
and serves over 20 million customers a year. They provide services to customers at 4,500
locations in more than 100 countries and employee over 20,000 people.
The Thomas Cook Holiday comes with a 150-year-old guarantee of eternally sunlit
memories. They couldn't expect any less from the people who invented travel for leisure.
They offer the world's most enjoyable holidays, to exotic destinations in India and abroad
where everything is taken care of from beginning to end.
24
 Established in 1984, Kesari Tours is a premium travel company, which offers world-class
holidays in India and around the world. Kesari have perfected their tour itineraries to meet
the special needs of the Indian tourist abroad. The motto of organization is 'No compromise
on quality'. At Kesari Tours, they have made a motto that if they make a promise to their
customers, they honor it. They believe in honest, transparent deals. No hidden costs and no
compromise on sightseeing. They strive for 100% satisfaction of tourists. The company
enjoys an immense goodwill. That's what they earned out of their beliefs.
A passion for Travel & a vision for creating innovative travel packages were the two driving
forces saw the beginning of a Travel Company in a very modest way in Mumbai’s Masjid
Bunder.
The tremendous success & satisfaction of their tours paved way for Raj to hold its banner
high & it continues to do so till date. They are proud to say that year after year they have
improved on the product, adding new destinations, new attractions, pro-active marketing, &
building customer confidence.
Latest Trends in Outbound Tourism
• Indian society is increasingly being driven by consumerism. Foreign holidays are becoming
more of an aspiration. As a result, the society- conscious Indian is making an international
holiday an essential part of his/her annual plan.
• As the average Indian’s spending power has gone up, so too has his interest in overseas
travel and the willingness to spend money the rise in disposable incomes has led to more
families opting for annual foreign holidays with a large number of international airlines
entering the Indian
25
skies, there has been a rise in capacity. Air fares too have become more
competitive, thereby benefiting the customer.
• Over the last few years, there has been stability in tour prices and increase in value-added
offers such as ‘Holiday now, Pay later’, ‘Take your Partner Free’ Holiday Vouchers, etc. So
overall, a booming economy, affordable air fares, better connectivity, increased seat
capacities, and a prospering middleclass have together contributed to the large number of
holiday-seekers.
OUTBOUND TOURISM
Outbound tourism is growing at the rate of 25% touching 6.2 million in 2006-07 booking
increased to 30% compared to the corresponding period in the previous year Domestic
tourism has also witnessed an annual growth of 20% from 2006 to 2007.
POPULAR SEGMENTS
Two segments in domestic tourism which have been showing exceptional upward turn are
Medical tourism and adventure tourism. India is rapidly growing into a major health
destination, targeting one million additional medical tourists by 2010. These arrivals are
expected to increase foreign exchange up to Rs. 5000-10000 crore.
India has also become known for adventure tourism with the excellent facilities that it offers
for Water sports, Trekking, rock Climbing, mountaineering, Aero sports, Safaris, Motor
Sports etc.
Two million tourists are participating in adventure tourism annually. The market is growing
at 35% but given the right impetus, it can attract another half a million foreign adventure
tourists and the domestic adventure tourism market can see a 10-fold growth in the next five
years.
26
 D o c u m e n tR e q u i r e d
f o r O u t b o u n d T o u r :
 P a s s p o r t : A p a s s p o r t i s a t r a v e l
d o c u m e n t i s s u e d b y a n a t i o n a l
government that usually identifies the bearer as a national of the issuing state and requests
that the bearer be permitted to enter and pass through other countries.
Passports are connected with the right of legal protection abroad and the right to enter one's
country of nationality. Passports usually contain the holder's photograph, signature, date of
birth, nationality, and sometimes other means of individual identification. Many countries
are in the process of developing biometric properties for their passports in order to further
confirm that the person presenting the passport is the legitimate holder.
Types of passport:
1) - Ordinary Passports are the normal passports issued to most citizens
and have no special connotations.
2)-Diplomatic Passports are issued to diplomats and diplomatic representatives of a home
country, and other state employees according to the rules of a particular country. Having a
Diplomatic passport does not necessarily accord the bearer diplomatic immunity. Some
countries' visa requirements may have different requirements for Diplomatic and non-
Diplomatic passports.
3)-Official or Service Passports are issued to employees (or "Technical
and Administrative Staff Members") of a government traveling for work related reasons who
either do not qualify as Diplomats or are not entitled to Diplomatic Status under the Vienna
Convention.
4)-Special Passports are issued to high-ranking state officers and their
dependents as a means of officially guaranteeing their sustenance to have
them exempted from visa requirements.
5)-A collective passport may be issued, for example, for a school trip. All
children on the trip would be covered by the group passport for the duration
of the trip.
27
6)-Internal passports have been issued by some countries, as a means of
controlling the movement of the population. Examples include the iqama in Saudi Arabia,
the Soviet internal passport system, and the hukou residency registration system used in the
People's Republic of China.
7)-Emergency or Temporary Passports are issued to persons whose
original passport has been lost or stolen and who need to urgently travel.
8) -Business Passports are passports with extra pages issued to frequent
travelers.
9)-Family Passports are passports that are not issued to individuals but to
family units.
 Visa:i s a n a u t h o r i z e d g i v e n b y a
s t a t e t o a f o r e i g n e r t o e n t e r i t s
t e r r i t o r y
for a designated period and for a special purpose. It is not equivalent to a passport and it
differs in as much as it is issued by the country to which or through which the visitor will
travel out not by the state of which he is a national.
Types of Visa:
1) - Tourist Visa
Is given for 6 months normally; rest specifically depends on the country of residence. The
applicant is required to produce / submit documents in proof of his financial standing.
2) - Business
Visa is valid for one or more years up to 5 years with multiple entries. A letter from a
sponsoring organization indicating nature of business, probable duration of stay, places and
organization to be visited, incorporating therein a guarantee to meet maintenance expenses,
etc. should accompany the application.
3)-Student Visa
28
Are issued for the duration of the academic course of study or for a period of five years
whichever is less, on the basis of firm letters of admission from universities / recognized
colleges or educational institution in India. Change of purpose and institutions are not
permissible.
3)-Transit Visa
Are issued for a maximum period of 15 days with single / double entry
facilities to bona fide transit passengers only.
4)-Visa To Missionaries
Are valid for single entry and duration as permitted by government of India. A letter in
triplicate from sponsoring organization indicating intended destination in India, probable
length of stay and nature of duties to be discharged should be submitted along with guarantee
for applicant’s maintenance while in India.
5)-Journalist Visa
Are issued to professional journalists and photographers for visiting India. The applicant are
required to contact on arrival in New Delhi, the external publicity division of the ministry of
external affairs and in other places, the office of the government of India’s Press Information
bureaus.
6)-Conference Visa
Are issued for attending conferences / seminars / meeting in India. A letter of invitation from
the organizer of the conference is to be submitted along with the visa application. Delegates
coming to attend conference may combine tourism with attending conferences.
7)-Employment Visa
Are issued to skilled and qualified professionals or person who are engaged or appointed by
the companies, organizations, economic undertakings a technicians technical export, senior
executives, etc. Applicants are required to submit proof of contract / employment /
engagement of foreigner nationals by the company or organization. Initially granted for a
period of one year, it can be extended in India up to the period of contract.
8)-Collective Visa
The facility also exists for the issues of collective visas to group tours consisting of not less
than four members and sponsored by a travel agency recognized by the government of India.
Such groups may split into smaller groups for visiting different places in India after
obtaining a
29
collective “license to travel” from the immigration authorities in India.
However, they must reassemble and depart as the original group.
 Currency Regulation:
There are no restrictions on the amount of foreign currency or travelers’ cheque a tourist may
bring into India provided he makes a declaration in the Currency Declaration Form given to
him on arrival. This will enable him not only to exchange the currency bought in, but also to
take the unspent currency out of India on departure. Cash, bank notes and travelers’ cheque
up to US$ 1,000 or equivalent, need not be declared at the time of entry.
Any money in the form of travelers’ cheque, drafts, bills, cheques, etc. in convertible
currencies, which tourists wish to convert into Indian currency, should be exchanged only
through authorized money changers and banks that will issues an encashment certificates that
is required at the time of recon version of any unspent money into foreign currency.
Exchanging of foreign currency other than banks or authorized money changers is an offense
under Foreign Exchange Regulation Act 1973.
 Foreign Travel Tax:
Passengers embarking on journeys to any place outside India from a customs airport/seaport
will have to pay a foreign travel tax (FTT) of Rs. 500 and Rs. 150 o journey to Afghanistan,
Bangladesh, Bhutan, Myanmar, Nepal, Pakistan, Srilanka and Maldives. No tax is payable
on journeys performed by ship from Raeshwari to Talaimanar and in case of transit
passengers, provided they do not leave the customs barrier. Transit sea passengers leaving
the ship for sightseeing, shopping etc. during the ships’ call at any of the Indian ports will not
be required to pay FTT
 EXEMPTION FROM REGISTRATION
Foreigners coming to India on tourist visa on 180 days or shorter period are not required to
register themselves with any authority in India. They can move about freely in India, expect
to restricted/protected areas and prohibited places. Nationals of Bangladesh are exempted
from registration up to six months. If their stay exceeds six months, they have to register
themselves. Individuals without nationality (stateless persons; IRO refuges, persons
receiving legal or political protection, holders of Nansen passport etc.) should have valid
passport, identify documents or sworn affidavits along with the visa for which they should
apply two months in advance. Pakistan nationals are required to register themselves within
24 hours of their arrival with the nearest police station. Those holding a long- term multiple
entry visas do not require ‘Intended Departure Clearance’ from the city office when leaving
the country. Accredited journalists are
30
given the ‘Intended Departure Clearance’ at the airport family passport
issued by other governments are recognized without discrimination.
 LANDING PERMIT FACILITY
Tourists may note the no Landing Permit Facility is available to any foreign tourist landing
without a visa. A limited facility exists only for groups tours consisting of four or more
members and sponsored by a travel agency recognized by the Government of India. Children
of foreigners of Indian origin below the age of 12 may be granted a landing permit by the
immigration authorities up to a period of 90 days to see their relatives, in case they happen to
come without a visa.
 TOURIST GROUPS
A tourists group arriving by air, ship or by a chartered or scheduled flight may be granted a
collective landing permit for a period of up to 30 days by the immigration authorities on
landing, provided the group is sponsored by a recognized travel agency and a pre- drawn
itinerary is presented along with details of passport etc. of the members, and travel agency
gives an undertaking to conduct the group together.
 FORMALITIES
Arrival Formalities
If the visa, for stay in India, is for more than 180 days, a Registration Certificate and
Residential Permit should be obtained from the nearest Foreigners’ Registration office within
15 days of arrival. All persons including Indian nationals are required to fill in a
Disembarkation Card, at the time of arrival. Four photographs are also required for
registration. The foreigners registered at Foreigners’ Registration Office are required to
report change of their addresses.
Departure from India
All persons, expect nationals of Bhutan & Nepal, leaving by air, road or
rail have to fill in an Embarkation Card at the time of departure.
Exit Formalities
Every foreigner who is about to depart finally from India shall surrender his Certificate of
registration either to the Registration Officer of the place where he is registered or of the
place from where he intends to depart or to the Immigration Officer at the Port/ Check post
of exit from India.
31
RESEARCH
Potential and awareness of SOTC and other tour operators amongst the
people of Gurgaon.
To find out the awareness level about SOTC and create awareness about
SOTC amongst the people of Sushant Lok, Gurgaon.
To find out the potential for tour and travel industry amongst the people of
Udyog Vihar, Gurgaon.
Questionnaire:-
Questionnaire analysis
Q1)-Are you aware about that SOTC provides?
32
2)-Are you aware about that SOTC is the largest tour and travel company of India for?
3- Have you ever taken the services of SOTC?
Are you aware about that SOTC provides ?
11%
10%7%
0%
6%
66%
WFT
FIT
Domestic tours
Conference & Exhibition
tours
All of the above
None of these
33
Are you aware about that SOTC is the largest tour and travel
company of India for?
9%
6%
85%
123
Q3)-Have you ever taken the services of SOTC?
Have you ever taken the services of SOTC?
6%
94%
Yes
No
4) - Do you have any future travel plan?
34
Do you have any future travel plan?
16, 20%
64, 80%
Yes
No
 I n U d y o g V i h a r o n l y 3 4 % p e o p l e a r e
a w a r e a b o u t S O T C
 S O T C i s p e r c e i v e b y p e o p l e a s a
b r a n d n a m e
 P e o p l e a r e m o r e a w a r e a b o u t
C o x a n d K i n g s a n d T h o m a s
C o o k
than SOTC.
 8 0 % p e o p l e d o n o t h a v e a n y
f u t u r e p l a n .
 I n U d y o g V i h a r t h e r e i s m o r e
p o t e n t i a l o f t i c k e t i n g t h a n
p a c k a g e
tours.

 9 0 % c o m p a n i e s i n U d y o g

V i h a r b o o k t h e i r t i c k e t

o n l i n e .

 1 0 % p e o p l e b o o k t h e i r t o u r

t i c k e t t h r o u g h t r a v e l a g e n t s .

 N o b o d y i s t a k i n g s e r v i c e s o f

t r a v e l a g e n c i e s f o r t h e i r

t o u r .

 M o s t p r o b a b l y M a n a g i n g
d i r e c t o r a n d G e n e r a l M a n a g e r s

g o f o r
tours.
 M i d d l e c l a s s p e o p l e a r e l e s s
i n t e r e s t e d i n p a c k a g e t o u r .
35
Findings
Bibliography:-

 w w w . g o o g l e . c o m
 w w w . w i k i p e d i a . o r g
 w w w . s o t c t o u r s . c o m
 P e r s o n a l o b s e r v a t i o n .
 H e l p o f S O T C s t a f f .
36
Submitted By:-
AFM Modassar Islam SBS/smu08mba-1270 Sec-A
37

AWARENESS OF SOTC BRAND

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