RIZWAN HABIB / ROLL -131

Online Travel Agency (OTA)

Company Profile
MakeMyTrip (MMT) found in April, 2000 Offices in 23 cities across India 4 international offices in New York , San Francisco, Singapore and Sydney Several franchise locations Major market share-40% Every eleventh domestic flights in India booked via MMT .
Source: Makemytrip.com

USP
InstaBook: 1-click Flight Booking-A fast, secure, hassle-free booking experience is just a click away. Self drive cars MakeMyTrip has introduced an SMS-based service for Anytime Anywhere Travel Assistance in collaboration with txtweb Mobile booking,Free visa assistance,EMI options

Offerings
Air Travel Hotel and Packages Hotels : Domestic and Intl Packages : Domestic and Intl Conferences and Events Other Segments Rail Bus Car Ancillary Services/Products

Domestic : Within India International : From India Inbound : Overseas to India

Transactions : 1,766,905 77% of Net Revenues

Source: PhoCusWright, 2010

Transactions : 109,672 20% of Net Revenues

Rail Transactions : 185,948 Bus Transactions : 57,529 3% of Net Revenues

MMT Service
System
Search Engine Booking Facility CRM

Interaction

Offering
Airline tickets Hotel reservations Holiday packages Railways tickets Bus tickets Car rentals Customer care support

Website UI Travel Executives Call Centers

Interface

Model Adapted from Service Design Offering by Dr. Daniela Sangiorgi, Lancaster University UK

Makemytrip.com Makemytrip store

SWOT ANALYSIS
STRENGTH WEAKNESSES strategic -Operating in a market where people are less technology savvy. -reluctance in customers to avail bookings by paying online

-Convenience of 24/7 service

-Promotion and alliances with brands

-Competitive Priced Products.

-Provides all the travel related services

OPPURTUNITIES -More than 9 million Indians customers travel abroad. -International and Domestic Holiday packages increasing THREATS

-Its main threat in India is yatra.com which is also the main competitor in India.
-Most of Airlines encouraging direct online purchasing.

CONSUMER TOUCH POINTS

Website/Mobile UI

Consumer

Store/ Travel Agents

Call Centre / Tele Agents

ADDRESSING GRIEVANCES

24x7

Replacement arrangement Never downgraded Hotel de listed

Customer Care Support

Customer Feedback

OFFERS

OFFERS
MMT offers travel insurance and Business Lounges in India and overseas for all travelers MMT provides valuable shopping discount booklets MMT provides pick up and drop services for all air travelers. Promoting services with strategic alliances with brands like Coke, Sify.com, Maruti Udyog and Nokia etc.

MMTs BUSINESS MODEL AND OPERATION

SERVICE RECOVERY
All calls are recorded & periodically examine to improve the quality output of customer care executives. Each web chatting and emails are saved in MMTs system for constant monitoring of the service quality give to the customer. MMT from a dedicated set of executive to service sophisticated corporate and general sales business.