Chapter 1 INTRODUCTION
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INTRODUCTION This project is an attempt attempt to give knowledge about Kingfisher Kingfisher Airlines. Airlines. It aims to make its reader well versed with each and every aspect of Kingfisher Airlines.
It throws light on the following:1. In 1st Chap Chapte terr you you will will find find the the Obje Object ctiv ives es,, Rese Resear arch ch Meth Methodo odolo logy gy and and Limitations of the study on Kingfisher Airlines.
2. In 2nd chapter you will find an overview of Kingfisher Airlines, in which you will find its fleet, current destination, departments, and different services offered by it such as Airport services, In-flight services, on - ground services. In it you will also find about the Awards, about the Management Team. You will further notice - How to book travel on Kingfisher Airlines?
3. In 3rd Chapter Chapter you will will find find Analy Analysis sis and Interp Interpret retati ation on on the projec projectt on Kingfisher Airlines.
4. In 4th Chapt Chapter er you you will will find find conc conclu lusi sion on and and sugg sugges esti tion on on the the proj projec ectt on Kingfisher Airlines.
5. In the end you will find find the variou variouss sources sources I referr referred ed for gatherin gathering g informat information ion and find the list of all the literature that I have attached.
This project is overall an attempt to make you aware or to cover every possible aspect of Kingfisher Airlines in India and around the world. wo rld.
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1.1 Objectives
The main objectives of the study of this project are –
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To study the growth and expansion of Kingfisher Airlines.
To study the structure and workings of Kingfisher Airlines.
To understand the attitude towards the services of Kingfisher Airlines.
To study the achievements of Kingfisher Airlines.
1.3 RESEARCH METHODOLOGY
Research methodology is a way to systematically solve the research problem. It may be understood as a science of o f studying how research is done scientifically. In it we study the various steps that are generally adopted by a researcher in studying his research problem along with the logic behind them. It is necessary for the researcher to know not only the research methods or techniques but also the methodology.
I have collected the entire data of this project on “Kingfisher Airlines” from SECONDARY SOURCES like websites, books, newspapers and magazines.
Secondary Data
When an investigator uses the data that has been already collected by others, is called Secondary Data. The secondary data could be collected from Journals, Reports, and various publications. The advantages of the secondary data can be –It is economical, both in terms of money and time spent.
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1.4 LIMITATIONS
The data could be gathered from secondary source thus any error in the information would have also got replicated in this report.
As the data was gathered from the secondary sources, the validity of the data could not be tested.
Time constraint was the major limitation faced by the researcher.
Another problem was knowledge constraint and this report was an attempt to gather as much of relevant data as possible.
Another constraint was the lack of information regarding proper route map by the organization due to which it could not be included in the project report.
However, every effort is made to ensure that these do not in any way adversely affect the results of the study and inject an element of objecting in the report.
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Chapter 2 Corporate Overview
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2.1 2.1 Comp Compan any’ y’ss Prof Profil ilee
Kingfisher Airlines
IATA IT
Founded
Callsign KINGFISHER
2005
Bengaluru International Airport Chhatrapati Shivaji International Airport
Indira Gandhi International Airport
Hubs
7
ICAO KFR
Frequent flyer program
King Club
Member lounge
Kingfisher Lounge
Fleet size
69 (+130 Orders)
Destinations
72
Parent company
UB Group
Company slogan
Fly The Good Times
Headquarters
Bangalore (Registered office) Mumbai (Head office)
Key people
Vijay Mallya, Chairman & Managing Director
Website
http://www.flykingfisher.com
Kingfisher Airline is a private airline based in Bangalore, India. The airline is owned by Vijay Mallya of United Beverages Group. Kingfisher Airlines started its operations on
May 9, 2005 with a fleet of 4 Airbus A320. The airline currently operates on domestic as well as international routes, covering a number n umber of major cities, both in and outside ou tside India. Kingfisher Airlines was the first airline in India to operate with all new aircrafts and to order the Airbus A380. Kingfisher Airlines plies regular flights from the major cities of India, including Delhi, Mumbai, Bangalore and Kolkata as well as international routes such as China, Singapore, Thailand, UK,UAE etc. In a short span of time Kingfisher Airline has carved a niche for itself. The airline offers several unique services to its customers. These include: p ersonal valet at the airport to assist in baggage handling and boarding, accompanied with refreshments and music at the airport, audio and video on-demand, with extra-wide personalized screens in the aircraft and three-course gourmet cuisine.
In 2008, due to the prevalent economic downturn, the civil aviation industry faced the worst period in its history. It was the time, when air passenger traffic started dripping, and the aircraft fuel prices went sky rocketing. As a result, Kingfisher Chairman Vijay Mallya and his Jet Airways counterpart Naresh Goyal announced an alliance, after a meeting. According to the alliance, both the airline companies decided to implement code-sharing on both domestic and international flights. It was a step to reduce the expenses. Subsequently, frequent flier programs were announced by both the airlines, namely King Club and Jet Privelege.
2.2 History 8
Kingfisher Airlines is a subsidiary of the UB Group, one of the largest beverage companies in the world. The branding of the airline is linked to that of Kingfisher Beer, India’s largest brewery. The airline, which is headed by the charismatic Dr Vijay Mallya, took to the skies in May 2005, and attracted attention a ttention for its high quality product with personal in-flight entertainment in every seat; custom interior designs for each aircraft; valet assistance at airports and complimentary hot food and beverages. be verages. The airline initially operated a single class service but subsequently introduced a highly acclaimed First Class, allowing it to compete with Jet Airways for the high yield corporate market. In addition to its A320 family aircraft used on domestic routes, Kingfisher Airlines also operates ATR-72 turboprops on regional sectors. In just over two years, Kingfisher Airlines has achieved a market share of 10% and has h as one of the most aggressive expansion expa nsion plans of all Indian carriers during 2007. In Jun-07, it dramatically increased its influence in the market with the acquisition of a 26% shareholding in India’s largest LCC, Air Deccan, for approximately USD130 million, and an open offer for a further 20%. There will also be greater coordination between the two brands, with Air Deccan to adopt a dopt the Kingfisher image in its logo and to switch to a red, rather than a blue color c olor scheme. Kingfisher had flown 11.26 million passengers and captured a 27.6% market share last year. The airline is owned by the United Beverages Group under the leadership of Vijay of Vijay Mallya (which also owns the popular Indian beer Indian beer of of the same name). The airline promises to suit the needs of air travelers and to provide reasonable air fares. Kingfisher Airline’s main "luxury" component is its In-Flight Entertainment System, a first among Indian airlines.
United Breweries Group
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United Breweries Group, based in Bangalore, is the world's 2nd largest brewer and brewer and the largest largest in India. India. The company markets most of its beer under the Kingfisher brand and has also launched Kingfisher Airlines, Airlines, a domestic airline service in India. The UB Group (United Breweries) Group is a multi-faceted conglomerate with business interests in Beverage Alcohol, Pharmaceuticals, Media, International Trading, Aviation, Fertilizer, Research & Development, and Infrastructure Development. The group is headed by Dr.Vijay Dr.Vijay Mallya who is also a member of the Indian Parliament. Parliament. United Breweries now has a near-monopoly over the Indian brewing market, thanks to its recent takeover of the rival Shaw-Wallace company.
History The UB Group was founded by a Scotsman, Scotsman, Thomas Leishman in 1857. 1857. The Group took its initial lessons in manufacturing beer from beer from South Indian based British breweries. breweries. At the age of 22, Vittal Mallya was elected as the company's first Indian director in 1947. After a year, he replaced R G N Price as the chairman of the company. After Vittal Mallya's death in 1983, his son Vijay Mallya assumed the mantle of the group. Vijay Mallya inducted professional management and consolidated the Group into individual operating divisions. In 1988, UB Group acquired the global Berger Paints Group with operating companies across four continents. The paints business was divested for significant value in 1996. After India adopted economic liberalization in 1991, the UB Group decided to retain interests in only those businesses that were globally competitive and did not depend upon fiscal tariff protection. In 2005, the Group entered aviation sector with the launch of Kingfisher Airlines Limited.
The Logo The Pegasus, Pegasus, which is the symbol of the United Breweries, first found its place as the Group logo in 1940. 1940. Then, the Helladic horse – associated with beer with beer and and nectar in nectar in Greek mythologymythology- carried a beer cask between the wings, ostensibly because beer formed the 10
core operations of the Group. Later, the beer cask was removed to represent the Group’s multifaceted operations. Now, it is just the Pegasus.
Business Interests of UB Group : Beverage Alcohol: The UB Group is 3rd largest spirits marketer in the world, with overall sales of 60 million cases. The company offers 140 brands at varying price points. Some of the famous brands of the UB Group are: Bagpiper Whisky, McDowell's No.1 Whis Whisky ky,, Dire Direct ctor or's 's Spec Specia iall Whis Whisky ky,, McDo McDowel well' l'ss No.1 No.1 Bran Brandy dy and McDo McDowe well ll's 's Celebration Rum.
Pharmaceuticals: The group's company Aventis Pharma Limited is the second largest pharmaceuti pharmaceutical cal multinatio multinational nal in India. India. It develops develops and markets markets branded branded prescript prescription ion drugs and vaccines. Thee UB Group Group also also has has a shar shareho ehold ldin ing g in Asia Asian n Age Age Hold Holdin ings gs Ltd, Ltd, the the Media: Th company that owns and manages daily newspaper, The Asian Age.
International Trading: The Group's company UB Global Limited is a recognized export house engaged in the export of Beer, Spirits, Leather Footwear and Processed Foods. The Company also exports ex ports Pharmaceutical Products and customized perfumeries.
Research & Development: Vittal Mallya Scientific Research Foundation (VMSRF) was established in 1987 with the objective of developing newer and novel technologies that will have substantial application in industry and health care.
Aviation: UB Group entered aviation sector in 2005 with the launch of Kingfisher Airlines Limited. Kingfisher Airlines has captured an impressive market share and has established a niche identity for itself. The airlines recently acquired 25% stake in Deccan Airlines.
Chairman’s Message Dear Guest, I intend to make Kingfisher Airlines the best in the world and pursue this goal seriously; as I am sure you pursue your goals equally seriously. I have always 11
aimed at delighting you and giving you nothing but the best. It is my passion to deliver a world-class experience. And since work and play can go hand-in-hand, I am sure you need some time to relax in the skies after several pressing commitments and stressful work obligations. o bligations. I make this happen, by being personally involved and ensure that every Kingfisher aircraft meets the global standards that I have set in terms of safety. I am proud of our brand-new fleet which incorporates the latest technology available. I have insisted upon a personalized entertainment system for your personal viewing and listening pleasure, to create an environment that you will truly cherish. Aboard every Kingfisher Airlines flight you will meet your crew that I have hand picked and approved after a rigorous training programme. They have been instructed to treat you in the same way as a s if you were a guest in my own home. So, leave the stress of daily life behind and enjoy a Five Star experience with Kingfisher Airlines. I try hard to exceed what you expect, ex pect, however, if I have missed something or fallen short of meeting your expectations, p lease feel free to mail me directly at
[email protected] I invite you to fly Kingfisher Airlines and experience an unforgettable journey my team and I strive to create everyday.
Warm personal regards Dr. Vijay Mallya Chairman Kingfisher Airlines Limited
Management Team Kingfisher Airlines is led by a dynamic, extremely talented and experienced team:
Board of Directors
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Dr. Vijay Mallya, Chairman & CEO G.R Gopinath , Vice–Chairman Mr. Piyush Mankad Mr. A.K. Ravi Nedungadi Diwan Arun Nanda Mr. V.K. Rekhi Dr. Naresh Trehan Mr. Rup Pillai
Operating Team Mr. Sanjay Bahadur, General Manager - Corporate Affairs Mr. Shailesh Borkar, General Manager – Finance Mr. Umesh Rindani, General Manager - Revenue Accounts Mr. S.K. Ghorai, General Manager - Quality Control Captain Sanjeev Marwah, GM-Flight Ops (A320) Capt PA Bhushan , GM-Flight Operations (ATR) Mr. Gaurav Rathore, General Manager - Quality & Guest Commitment
Overview
Our Vision “The Kingfisher Airlines family will consistently deliver a safe, value-based and enjoyable travel experience to all our guests”
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Our Values Safety This is our overriding value. In our line of business, there is no compromise. Service We are all in the hospitality business; we must always seek to serve our guests and gain their trust, goodwill and loyalty. Happiness We seek to build an organization with people who choose to be happy, and will
endeavor to influence our guests and co-workers to be happy too. Teamwork We will succeed or fail as a team. Each one of us must respect our colleagues regardless
of their rank, and we must work together to ensure our mutual success. Accountability Each one of us will be held accountable for the successful execution of our duties,
commitments and obligations, and we will strive to lead by example.
Why Aviation? What gladdened Dr. Vijay Mallya must have been a Cabinet decision on Wednesday, October 20, 2004, which hiked the permitted foreign direct investment (FDI) limit in domestic airlines to 49% from the existing 40%. This move is expected to help fledgling airlines like Kingfisher and Air Deccan. Jet and Sahara lobbied till the last, some political parties (leftists) tried to muddy the waters, but the skies were opening up and Dr. Mallya had cause for cheer. The bogey of national security concerns raised by the Jet-Sahara cartel failed. More than the 9% hike, the decision also signaled to domestic airlines and foreign investors that the government was serious on aviation reform.
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Starting a low cost airline is not the most difficult part, because to start a low cost service with nation wide operations, •
Assuming that the airplanes are leased the cost is typically between $20-40mn; depending depending on the scale of operations (a full scale carrier carrier will need investment investment of around $70-80mn).
•
A regional service can be started at a much lower cost - around $10-15mn.
•
Low cost carriers can break even in a year or two or at most three.
•
New airlines typically have a major cost advantage, especially for labor, over established (mostly state-owned carriers like Indian Airlines or Air China).
•
Air transport is the obvious solution for mobility, if fares can be kept low (as compared to train fares).
Why India? •
Every Indian should fly. There are approximately one billion people & only about 0.05% of them fly.
•
India is 3rd fastest growing domestic aviation market in the world.
•
Indian Subcontinent is the third largest market for new aircraft in Asia, behind China (1790) & Japan (640).
•
More and more middle class families now prefer air travel to traditional rail travel.
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•
In 2003, 10 million Indians traveled by air domestically. In 2004, 25 million took to the skies within India and 6 million Indians traveled abroad.
•
The more the merrier, More could take to the skies in the months and years to come, as wallet friendly new players like Kingfisher airlines spruced up plans to enter the aviation segment.
•
According to CAPA (Centre for Asia-Pacific aviation) forecasts, the total air traffic will rise by 5 million actual passengers each year over the next 10 years.
•
Swif Swiftt libe libera rali lizat zatio ion n of the the Indi Indian an mark market et.. With With the the endin ending g of gove govern rnme ment nt protection for Indian Airlines, the adoption of an open skies agreement with the United States and the loosening of a previously tightly restrictive quota pact with Britain. India is an exciting aviation market
2.3 Products and Services Fleets Kingfisher Airlines Fleet[12]
Aircraft
ATR 42500
ATR 72500
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In Orders Options Service
4
18 9
–
38
–
20
Passengers (Kingfisher First/Kingfisher Class) 48 (0/48)
66 (0/66) 72 (0/72)
Routes
Regional, South Asia ——————— — Dhaka
Notes
All 4 aircraft dry leased.. leased 1 aircraft is dry leased.. leased 15 new aircraft to be dry leased
Airbus A319100
3
–
–
All 3 dry leased.
144 (0/144)
Airbus A320200
10 3 9
67
–
134 (20/114) 174 (0/174) 180 (0/180)
Airbus A321200
6 2
–
–
151 (32/119) 199 (0/199)
Domestic, Asia ——————— — Bangkok, Colombo, Dubai
8 dry leased. Deliveries through 20102012. 2 dry leased.
Airbus A330200
5
15
–
217 (30/187)
Asia, Europe ——————— Deliveries — through 2010Hong Kong, 2012. London, Singapore
Airbus A350800
–
5
–
TBD
TBD
Deliveries starting 2014.
Airbus A380800
–
5
5
TBD
TBD
Deliveries starting 2014.
Total
69
1 30
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•
On June 15, 15, 2005 it became the first (and only) Indian airline to order the Airbus A380. A380. It placed orders for 5 A380s, 5 Airbus A350-800 A350-800 aircraft and 5 Airbus A330-200 A330-200 aircraft in a deal valued at over $3 billion. Delivery of the A330s is due to start in late 2007, 2007, followed by the A380s in 2010 and the A350s in 2012.
•
On November 20, 20, 2005 at the Dubai Air Show, Show, Kingfisher Airlines announced that it would be buying 20 ATR 72-500s (plus 15 options). The deal is estimated to be worth $500 million dollars with the deliveries starting from March 2006. 2006. The last of the 20 planes would be handed over to Kingfisher Airlines by 2008. 2008. The first aircraft from that order was delivered to the airlines on March 31, 2006.
•
On November On November 21, 2005 at the same air show, Kingfisher Airlines placed an order to acquire 30 more A320s in a deal estimated to be worth $2 billion. Engine
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making joint venture International Aero Engines will supply the engines for the planes. Deliveries for the planes are likely to start from 2008. 2008. •
On January 13, 2006 an Airbus A319 of Kingfisher Airlines was the first aircraft in that class to land on the short older runway at Mangalore airport.
•
On the April 24, 2006, Kingfisher signed a contract for five Airbus A340-500 HGWs. HGWs. The airline plans to use this for its BangaloreBangalore-San Francisco and MumbaiMumbai New York route. York route. Delivery is expected for 2008 for 2008..
•
Kingfisher was also the first Indian airline to bring the latest super jumbo Airbus 380 to India. A 380 arrived on 6 may 2007 in New Delhi and in Mumbai on 8th May as part of Kingfisher's second anniversary celebrations.
•
On December 4, 2008 Kingfisher Airlines announced that it would commence daily non-stop flights from Mumbai to London Heathrow beginning beginning 5 January January 2009.
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Kingfisher Airlines Operation in INDIA
Based in Bangalore, Kingfisher Airlines operates on domestic as well as international routes and serves 65 domestic destinations and 7 international destinations in 7 countries across Asia and Europe .
Covering important cities including New Delhi, Bangalore, Chennai, Ahmedabad, Goa, Punjab, Rajasthan besides regional cities like Agartala, Agatti, Dibrugarh, Kochi, Kolkata, Madurai many more and international destinations including Singapore, Thailand, Dubai, Honk-Kong, Bangladesh, London.
Kingfisher Airlines, offer great deals on air tickets. Book your travel on Kingfisher Airlines and avail budget air travel and exquisite flight airfares.
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How to Book Travel on Kingfisher Airlines
Step One Call 011 (+91) 1800 1800 101 or visit the Kingfisher Airline Web site to book your travel online (see Resources below).
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Step Two Enter your origin and destination cities, travel dates, number of passengers and class of travel (Kingfisher or Kingfisher First). Select "By Fare" to display available flight schedules by fare (cheapest to most expensive). If your dates are not flexible, choose to sort the flights "By Schedule" and click on the "Search" icon.
3
Step Three Select your preferred fare or schedule from the Flight Options page and review all of the displayed information before clicking on the "Purchase" icon.
4
Step Four Log in with your club number and password if you are a member of the Kingfisher Frequent Flyer Club. If you're not a member, simply click on "Continue as Guest."
5
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Step Five
Enter all of your contact information, including your mobile phone number and email address so that a Kingfisher representative can contact you in case of changes in flight schedules, additional fees or weather delays.
Step Six Confirm your booking and print out your itinerary. It is highly recommended that you also confirm your reservation with a Kingfisher reservation agent.
Overall Tips & Warnings •
Book online to take advantage of any loyalty program discounts that wouldn't
be available through a travel agent. •
If you book travel using someone else’s credit card (with their permission, of
course) makes sure to bring a copy of the credit card signed by the owner when you check in. •
Check in 2 hours to 30 minutes prior to your flight. One hour prior to your
departure is preferred. •
Consider joining the King Club (Kingfisher's Frequent Flyer Program) if you
are planning on traveling throughout India on your visit. •
Kingfisher currently only accepts credit cards issued in India.
•
If you are flying into any city from Srinagar Airport, you will not be allowed
to carry any hand baggage and you must arrive at least 2 hours prior to your scheduled departure.
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Guest Commitment Statement I.
Welcome to the Kingfisher Experience
II.
•
Reaching us
•
Fare options/Booking options/Home deliver
•
Amendments and Cancellations
•
Keeping you informed
•
Overbooking
•
Refunds
At the airport •
Terminal locations, Contact Numbers
•
Valet Service
•
Checking-In
•
Delay Handling/Re-routing
III. •
In-flight entertainment
•
Meal options
•
World class crew
IV.
V.
Reaching your destinatio destination n
•
Baggage Delivery
•
Delayed / missed Baggage
Your Special needs •
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On-board experience
Unaccompanied Minor
•
VI.
Guests with reduced mobility and Senior Citizen
Hope you had a great experience
•
We listen - Our feedback system
•
We understand and improve
•
We respond - Our follow up
•
Contacting us
I. Welcome to the Kingfisher Experience • Reaching us It is our commitment that we will ensure easy accessibility to our Guests. Our telephone numbers which are accessible 24 hours are: o
1800 2333 131
o
020 27293030
o
080 41979797
o
0124 2844700
o
022 66499393
o
1800 1800 101
o
USA/Canada 1 866 4 FLY KFA (1 866 435 9532)
o
UK 0 800 047 0810 •
Fare options/Booking options/Home delivery
We are commit committed ted to making making our ticket ticketss easil easily y availab available le to our Guests Guests.. Kingfi Kingfishe sher r Airlines tickets can be purchased by:
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o
Calling up our Call Centers
o
The Kingfisher Airlines website (www.flykingfisher.com)
o
The Home Delivery option
o
Through the Travel Agents
We follow a dynamic fare policy and the fare levels fluctuate depending on the number
of
bookings
made
/
anticipated
on
a
particular
flight.
It is our commitment to our Guests that at any given point of time the lowest available fare at that time would be made available on all booking mediums. In case a lower fare level is available after a Guest has made his booking, a rebooking reboo king will be allowed on the lower fare level after paying a seat release charge. Our fares are quoted in Indian Rupees and in US Dollars. Our International guests can book and make payments through their credit card. •
Amendments and Cancellations
We understand that our Guest could be in a situation where they have to amend or cancel their tickets. At Kingfisher Airlines our Guests can amend or cancel their tickets up to one hour before the scheduled departure of the flight. For details of cancellation and seat release charges please see the Conditions of Carriage section. •
Keeping you informed
At Kingfisher airlines we are committed to keep our Guests informed in case of known delays, cancellations and diversions as early as possible. We use the contact details in your reservation record to update you or if you have made the reservation through a travel agent we attempt to contact him in case your contact number is not available in our records.Guests can also receive the latest flight information using our Kingmobile service by sending a SMS, eg. SMS KING to 6388. •
Overbooking
We operate with the objective that no Guest with a confirmed reservation should be denie denied d boar boardi ding. ng. Keepi Keeping ng this this obje object ctiv ivee in mind mind we comm commit it to as many many Gues Guests ts reservations as the number of seats on each flight. •
Refunds
On cancellation of a booking, the refund will be processed in the same medium in which the ticket was purchased, purchased, and through the point of sale.
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II. At the airport • Terminal locations Currently Kingfisher Airlines operates to Agartala, Agatti Island, Ahmedabad, Bagdogra, Bangalore, Bhubaneshwar, Bhuj, Chennai, Coimbatore, Delhi, Goa, Guwahati, Hubli, Hyderabad, Imphal, Indore, Jaipur, Kochi, Kolkata, Mangalore, Mumbai, Nagpur, Pune, Raip Raipur ur,,
Srin Srinag agar ar,,
Tric Trichy hy,,
Tiru Tirupa pati ti,,
Triv Trivan andr drum um,,
Vara Varana nasi si,,
Vija Vijaya yawa wada da
and and
Vishakapatnam airports. •
Valet assistance
As a value added service, Valet assistance is available at all airports. This assistance is available from the time you reach the airport to the time you Check-in. Assistance is also available on arrival at the airports. •
Checking-In
All efforts are taken to ensure a smooth Check-in. The availability of multiple Check-in counters and the presence of efficient staff help reduce congestion, which translates into less waiting time at the counters and 'On ' On time' departure of our flights. •
Delay Handling
In case of delay at the airport, we make all effort to minimize the inconvenience. Guests are offered refreshments in case the delay is more than one hour. In case of longer delays, Guests are offered meal subject to the airport facilities and local infrastructure. •
Roving Agents
No more waiting at the Check-in counter. Now guests with hand baggage need not wait at the check-i check-in n counte counterr to collec collectt their their boardi boarding ng pass. pass. They They can direct directly ly approach approach the secur securit ity y chec checkk-in in count counter ers. s. Depl Deploy oyed ed outs outsid idee the the Secur Securit ity y chec check-i k-in n area area will will be Kingfisher Airlines' Roving Agent who will attend to these guests personally and book them on their choice of seats. Specially trained Roving Agents will reach out to guests and check them in using a mobile digital device and printer. Kingfisher Airlines is the first airline in India to launch this unique service.
III. On-board experience •
In-flight entertainment entertainment
At Kingfisher Airlines, we take pride in being the first domestic airline in India to offer
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personalized In-flight Entertainment. Guests have the option of Live TV, Fun TV and 10 audio audio chann channel elss on Kingf Kingfis ishe herr Radi Radio o with with choic choices es appe appeal alin ing g to ever every y segm segmen ent' t'ss expectations. The video choices range from Sports to fashion to an exclusive channel for kids. Similarly the audio channels range from Ghazals to hip- hop to rock music. All efforts are made to ensure that you have a wide selection every time you fly with us. Another unique feature of our In-flight Entertainment system is the on screen moving map that let you know the Funliner's location, altitude, speed and other relevant flight details. •
Meal options
We offer our Guests complimentary meals on all our flights. At this stage, Guests have the choice of opting opting for vegetarian vegetarian or non vegetarian vegetarian meals on most sectors. sectors. The menus are designed considering the Guest feedback and are frequently changed to meet their changing tastes. To ensure that the Guests get different choices every time they travel with us, we have six different types of menu which are changed everyday.
•
World class crew
Our Crew is personally selected by the chairman. They undergo a rigorous training program in the Safety and First aid, Service Delivery and Personality development before they are cleared to take on the role of hosts on board.
IV. Reaching your Destination. Destination.
•
Baggage Delivery
We at Kingfisher Airlines endeavor to reunite your checked baggage with you as soon as you reach your destination. Kingfisher Airlines representatives are present in the arrival lounge should you need any assistance on account of bulky baggage. •
Delayed / missed Baggage
In a situation of misrouted baggage we will make every effort to locate and deliver your baggage to you as soon as possible. When a misrouted baggage is tracked we attempt to deliver it at our expense at the time convenient to the Guests. Delivery of baggage for international destination in case of transit, may take some time considering the longer flight duration, availability of flights and custom and immigration procedures. Details
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about our policy on lost baggage can be viewed in the Conditions of Carriage section.
V. Your special needs We at Kingfisher Airlines are committed to provide a seamless travel experience to our guests who require special assistance. This commitment is clearly established by the fact that our personnel at various functional areas are well trained to handle your special needs. Special care is taken even while assigning a seat on board the flight. These Guests are assigned seats closer to the exits and lavatories so that they can board, use facilities and disembark in comfort. comfort. To enable us to serve you better we request you to inform inform us about your special needs within a reasonable time before your travel. •
Unaccompanied Minor
Flying alone can be a thrilling experience for kids, especially with a little advance preparation. Children may be nervous at first, but chances are they'll soon be absorbed in the adventure of stretching their own little wings. Children in the age group of 5 to 11, holding a confirmed reservation and traveling alone qualify as Unaccompanied Minors. We take the responsibility of escorting them safely to their destination. Kingfisher Airlines personnel assist in check-in and boarding process and introduce the child to the flight attendants on board. Our flight attendants take special care of the child to ensure a comfortable and enjoyable flight. At the destination our staff escorts the child to the arrival terminal and meets the person named on the UNM form. Only after checking the credential of the assigned person is the child released. The airline will assign someone to take care and a nd make sure that your child is never n ever really alone
•
Guests with reduced mobility and Senior Citizens
Guest with disabilities can expect a personalized and caring treatment from us. An escort with with a wheel wheel chair chair can can be assi assign gned ed to the the Gues Guest. t. Help Help in check check-i -in, n, boar boardi ding ng and disembarkation can also be availed. Our flight attendants are formally updated about Guest' Guest'ss requir requireme ements nts on board board their their fligh flights. ts. Beside Besides, s, a person personali alized zed briefi briefing ng is also also conducted on the flight for Visually impaired Guests, Guests with reduced mobility and other Guests with special needs to familiarize them with the safety and service aspects of
27
the flight flights. s. Simil Similarl arly y senior senior citizens citizens also also have the option option of availi availing ng wheel wheel chair chair assistance if required.
Specific terms and conditions I. Good times begin here Fare option •
•
Mode of Payment
•
Amendments and Cancellations
II. Keeping you informed Inform Guests of delays, cancellation & diversion through III. At the airport Valet Service •
•
•
Checking In
•
Group check-in
•
Hand baggage
•
Excess baggage
•
Through Check-in
•
Flight Delays
IV. On Board Experience Meal Options V. Reaching Your Destination Baggage Delivery •
•
•
Lost/Damage baggage
VI. Your special needs Unaccompanied Minor •
28
•
Wheel Chair
•
Stretcher Facility
•
Carriage of Expectant Mothers
VII. Hotel Policy In case of disrupted/delayed flights VIII. Connecting Flight delays •
Good times begin here Fare option •
Infant - 0-2 yrs (only taxes)
•
Child 2-12yrs - (child fare +Taxes)
•
Adult over 12 yrs - Available fare (at the time of booking) +taxes
Mode of Payment •
Infant - 0-2 yrs (only taxes)
•
Child 2-12yrs - (child fare +Taxes)
Amendments & Cancellations •
Kingfisher Class ("KF Class") Guests can amend or cancel tickets up to 1 hour prior to departure.
•
Cancellation charges of Rs. 500/- per sector per guest is applicable for Kingfisher Class
•
If cancellation done within 1 hr of departure (in case of KF Class) only taxes will be refunded.
•
Seat release charge due to a rebooking (in KF Class) is Rs.200 per sector per guest plus the applicable difference in fare.
•
•
No rerouting is allowed. On cancellation of a booking, the refund will be processed in the same medium in which the ticket was purchased, and through the point of sale.
Keeping you informed Inform Guests of delays, cancellation & diversion through:
29
•
Guests are requested to give their mobile numbers while making the booking
•
SMS king to 6388 (Eg. KingIT 308) to get flight updates
•
SMS updates are available only on GSM mobile network
At the airport Valet Service Valet assistance available (Free of charge) at all airports from: Airport entrance to check in
•
•
On arrivals
Checking In •
Counters open 150 minutes before departure and close 30 minutes before departure time. Boarding gates close 15 minutes prior to departure. Guests who do not report at the boarding gate, will not be allowed to board the flight and their money will not be refunded nor their tickets revalidated for another travel date/flight.
Group check –in •
Guests are requested to report at least 75 minutes prior to departure In the event that there are 40 or more guests checking in together, they are required to report 90mins prior to departure time.
Hand baggage •
A Guest may carry one Hand baggage provided it's weight does not exceed 7kgs and and the the sum sum of leng length th,, brea breadt dth h and heig height ht does does not not exce exceed ed 115 115cm cmss (L+B (L+B+H +H dimensions for ATR Aircraft is 50+45+20cms and 55+35+25cms for AIRBUS Aircraft).
•
Articles which may be carried in addition to the free baggage allowance are: laptop, umbrella/walking stick, overcoat, lady's handbag/purse, reading matter, camera/pair of
bino binocu cula lars rs,,
infa infant ntss
food food/c /car arry ryin ing g
bask basket et,,
full fully y
coll collap apsi sibl blee
inva invali lid' d'ss
wheelchair/crutches/braces etc. •
Hand Hand baggage baggage is accept accepted ed in the cabin subject subject to availa availabil bility ity of space space in the overhead bin
Excess baggage •
30
Excess baggage is charged per kilogram. The rate varies from sector to sector.
Through Check-in •
Guests who have through checked-in their baggage to the final destination are requir required ed to identi identify fy their their checke checked d baggage baggage before before proceed proceeding ing with with the onward onward flight.
Flight Delays •
In the event of a delay that is more than 1 hr but up to 2hrs after the scheduled departure time, Complimentary Refreshments shall be offered In the event of a delay that is more than 2 hrs, a complimentary meal shall be offered (subject to airport facility & infrastructure and time of the day)
On Board Experience
Meal Options Complimentary meals with choices of: Vegetarian/ Non-vegetarian (Choices are subject to availability)
•
Connecting Flight delays
Kingfisher Airlines is strictly a 'point to point' airline and does not take any obligation or respon responsib sibil ility ity for transf transfer er of Passen Passenger gerss or their their baggage baggage to other other flight flights, s, whethe whether r operated by Kingfisher Airlines or another carrier and does not assume any responsibility to ensure the connections for onward flights on Kingfisher Airlines services OR any other airline airline and is therefore therefore not liable for any losses or expenses arising out of any failure failure to board a planned connection.
31
2.4 Kingfisher Airlines Offices Contact
Registered Office
1800 2333 131 020 27293030 080 41979797 0124 2844700
Kingfisher Airlines Limited, UB Anchorage, Richmond Road, Bangalore 560 025
USA Toll Free : 1 866 4 FLY KFA ( 1-866-435-9532) (USA, Central America & South America) For Sales & Support Inquiries email
[email protected] For Groups & Charters email
[email protected]
UK Toll Free (Whole of Europe): 0-800-047-0810 For Sales & Support Inquiries
[email protected] [email protected] For Groups & Charters email
[email protected]
Australia Toll Free : 1-800-801-161 For Sales & Support Inquiries email
[email protected] For Groups & Charters email
[email protected]
Corporate Office Kingfisher Airlines Limited, Kingfisher House,Western Express Highway. Vile Parle (E) Mumbai 400057 Tel: 022 2626 2200 Fax: 022 6702 0625
Delhi Office Kingfisher Airlines Limited, UB Group, UB House F 44 A, South Extension – I
32
Mumbai Airport Office Kingfisher Airlines Limited, S.O.C.C, Terminal 1 A , Arrival Hall, 1st Floor Domestic Airport Santa Cruz (W), Mumbai
Delhi Flight Operations Office Kingfisher Airlines Limited, VIII/2, Mehram Nagar, Near Airport Hotel,
New Delhi – 110049
Opp Domestic Airport, Delhi-110037.
Awards
Significant Awards and Accolades King Club has won Top Honors at the 21st Annual Freddie Awards [2008] in the Japan, Pacific, Asia and Australia region :
•
Best Bonus Promotion Best Customer Service
Kingfisher Airlines has received three global awards at the SKYTRAX World Airline Awards :
•
Named Best Airline In India / Central Asia
Best Cabin Crew – Central Asia
Kingfisher RED named Best Low Cost Airline in India / Central Asia
•
awarde ded d to "NDTV "NDTV Profit Profit Busines Businesss Leader Leadership ship Award Award for Aviation Aviation" " - awar Kingfisher Airlines by NDTV.
•
"Brand Leadership Award" - in the service and hospitality segment against
several acclaimed hotels, leading banks and an d other airlines. •
Econ Ec onom omic ic Tim Times Avay Avaya a Awar Award d 2006 2006 for for Exce Excell llen ence ce in “Cu “Custom stomer er Responsiveness” - The prestigious Award is Presented by the highly acclaimed
Business Daily, Economic Times.
33
- Business World
•
"India's No. 1 Airline in customer satisfaction"
•
"Rated amongst India's most respected companies" - Business World
•
Rated amongst India’s 25 Innovative Companies
- Survey conducted by
Planman Media •
“The Best Airline” and “India’s Favourite Carrier” - In a Survey conducted
by IMB for The Times Of India. •
“Best New Domestic Airline for Excellent Services and Cuisine” - Pacific
Area Area Trav Travel el Writ Writer erss Asso Associ ciat atio ion n (PAT (PATWA WA)) the the bigg bigges estt trav travel el writ writer ers’ s’ organi organisat sation ion,, repres represent enting ing member memberss from from 70 countr countries ies across across the globe, globe, that that conducts independent annual surveys across various industries related with Travel and Tourism in order to select the best in each category. •
“Service Excellence for a New Airline”
- Skytrax, a UK
based specialist global air transport advisor •
“Ranked Third in the survey on India’s Most Successful Brand launch of 2005” - under the Brand Derby Survey conducted by India’s leading business
daily - Business Standard. •
“Buzziest Brands of 2005” - Ranked amongst the Top Ten buzziest brands of
2005 2005 & 2006 2006 acr across oss prod produc uctt cat categor egorie ies, s, in the the sur survey vey cond conduc uctted by agencyfaqs.com and Brand Reporter. •
Best New Airline of the Year” - Centre for Asia Pacific Aviation (CAPA)
Award in the Asia-Pacific and Middle East region. - Yahoo India
•
Rated amongst Top Ten Internet Advertisers
•
Rated Rated amongst amongst the top ten in the Best Televisi Television on Commer Commercial cial Jingles Jingles –
NDTV
Some Strategies Adopted by Kingfisher Airlines
34
•
Kingfisher Airlines will not be a run-of-the mill Indian budget airline.
•
Kingfi Kingfishe sherr Airli Airlines nes will will be emphas emphasizi izing ng on spunky, spunky, well-d well-done one interi interiors ors and trained airhostesses.
•
Borrowing from the Kingfisher beer tagline of "The King of Good Times" the theme of "Fly the Good Times" is given g iven to KFA.
•
The Kingfisher airhostesses will be selected through a nationwide contest.
•
The Kingfi Kingfishe sherr "Fun liners liners"" will will have in-fli in-flight ght silent silent auction auctionss for lifes lifesty tyle le products and sales of packaged food and beverages.
•
The Kingfisher brand of exuberant, youthful and fast-paced image is leveraged (the brand recall).
Market Share of Indian Carriers in the th e Aviation Market
35
Kingfisher Airlines and Kingfisher Red (previously Air 28% Deccan) Jet Airways and Jet Lite (previously Air Sahara) 25% Air India and Indian (previously Indian Airlines) 16% IndiGo 14% SpiceJet 12% GoAir 3% Paramount Airways 2% MDLR Airlines 0.004%
Comparison of Different Airlines
36
Kingfisher Airlines
Product Rating:
Product Recommend 89% ation:
Check-in Counter:
Flight Attendants:
Seating Space:
Punctuality:
Air India
Indigo Airlines
Jet Airways
SpiceJet
33%
75%
78%
65%
MARKET ANALYSIS
37
Chapter – 3 38
Analysis & Interpretation
4.1 Analysis Kingfisher is one of the largest Airlines in INDIA.
It is based in Bangalore. It operates o perates more than 400 flights a day and an d has a network of 78 destinations, with regional and long-haul international services. Its main bases are Bangalore International Airport, Mumbai's Chhatrapati Shivaji International Airport, Hyderabad's Rajiv Gandhi International Airport and Delhi's Indira Gandhi
39
International Airport.
Kingfisher Airlines, through one of its holding companies United Breweries Group,
has a 50 percent stake in low-cost carrier Kingfisher Red, formerly known as Air Deccan.
Kingfisher is one of six airlines in the world to have a five-star rating from
Skytrax.
In May 2009, Kingfisher Airlines carried more than a million passengers, giving it the highest market share among airlines in India.
Overall growth in year 2007-08 is 37%. Kingfisher acquired 46% share in Air Deccan.
Kingfisher Airlines has a frequent flyer program called King Club. Members o f this program can earn frequent flyer miles (called King Miles) every time they fly with Kingfisher Airlines or any of its affiliate airlines, and redeem the same for free tickets on Kingfisher or its partner airlines.
Personalized video screens and headphones broadcasting 5 video channels of the trendy FUN TV and the exclusive Kingfisher Radio - 10 channels of chartbusting music from across the globe.
Domestic airlines poised to go international flights.
3.1 ITERPRETATIONS After the analysis of the collected secondary data we have many inferences that are sufficient to achieve the objective of research I our plan.
It fulfills our 1st objective , “To study the structure and workings of Kingfisher Airlines”:
40
Kingfisher Airlines is India's largest airline based in Bangalore, owned by the United Beverages Group under the leadership of Vijay of Vijay Mallya . It operates more than 400 flights a day and has a network of 72 destinations, with regional and long-haul international services. Its main bases are Bangalore International Airport, Mumbai's Chhatrapati Shivaji International Airport, Hyderabad's Rajiv Gandhi International Airport and Delhi's Indira Gandhi International Airport. Kingfisher Airlines, through one of its holding companies United Breweries Group, has a 50 percent stake in low-cost carrier Kingfisher Red, formerly known as Air Deccan.
It also fulfills our 2nd objective “To study the growth and expansion of Kingfisher Airlines”: In a short span of time Kingfisher Airline has carved a niche for itself. Kingfisher Airlines started its operations on May 9, 2005 with a fleet of 4 Airbus A320. Kingfisher Airlines was the first airline in India to operate with all new aircrafts and to order the Airbus A380. In 2009, it has a fleet size of 69 aircrafts. It operates on domestic as well as international routes and serves 65 domestic destinations and 7 international destinations in 7 countries across Asia and Europe . Overall growth in year 2007-08 is 37%. Kingfisher acquired 46% share in Air Deccan. On December 4, 2008 Kingfisher Airlines announced that it would commence daily nonstop flights from Mumbai to London Heathrow beginning 5 January 2009. In May 2009, Kingfisher Airlines carried more than a million passengers, giving it the highest market share among airlines in India.
3rd objective , to understand the attitude towards the services of Kingfisher Airlines.
The Kingfisher Class experience begins even before you step on board:
Personalized video screens and headphones broadcasting 5 video channels of the trendy FUN TV and the exclusive e xclusive Kingfisher Radio - 10 channels of chartbusting music from across the globe.
41
They have done everything possible to ensure it. With the most sophisticated communication, navigation and security systems - both in their and on the ground. As well as with a highly trained and skilled team of pilots and cabin crew who w ho operate in completely state-of-the-art paperless environments.
A special selection of food and beverages is available on board with an individual Menu Card for every guest to enable you to choose from the finest on offer.
Kingfisher Airlines has a frequent flyer program called King Club. Members o f this program can earn frequent flyer miles (called King Miles) every time they fly with Kingfisher Airlines or any of its affiliate airlines, and redeem the same for free tickets on Kingfisher or its partner airlines.
4th objective , To study the achievements of Kingfisher Airlines.
42
Kingfisher Airlines was voted “Best New Airline of the Year" within a few months of launching. Of course, being part of a Global conglomerate, the UB Group, has helped them strengthen their service quality even more. It has captured many more Awards since inception such as:
Kingfisher is one of six airlines in the world to have a five-star rating from Skytrax .
•
•
King Club has won Top Honors at the 21st Annual Freddie Awards [2008] in the Japan, Pacific, Asia and Australia region :
Best Bonus Promotion
Best Customer Service
•
"Rated amongst India's most respected companies" - Business World
•
"India's No. 1 Airline in customer satisfaction"
•
“Buzziest Brands of 2005” - Ranked amongst the Top Ten buzziest brands of 2005 &
- Business World
2006 across product categories, in the survey conducted by agencyfaqs.com and Brand Reporter.
43
Chapter – 4 Conclusion & Recommendations
4.1 Conclusion
44
After doing a study of this project representing on Kingfisher Airlines, I have come to a conclusion that Kingfisher Airlines is one of the largest and most widespread airlines of the country providing its services not only in India as well as outside India also. It has alliance with many other airlines in this sector.
Kingfisher Airlines offers world class services to the customer at a nominal rate. The national carrier takes immense pride in having successfully played a pivotal role in making various facets of India popular with the people of the world and acting as the country’s cultural ambassador. The airline uses the services of one of the advanced plans been operated in the world.
To sum up I would like to say that Kingfisher Airlines is serving its customer in an appreciated way w ay and going to be in the list of best services providers in coming years.
4.2 Recommendations 45
In this this extrem extremely ely compet competiti itive ve enviro environme nment nt sugges suggestio tions ns are extrem extremee
import importance ance.. Kingfi Kingfishe sherr Airli Airlines nes with with rich rich Human Human Resour Resource ce should should look look forward to such suggestion and reward individual whose suggestion were actually beneficial for the organization
Kingfisher Airlines can introduce Late bird / Night bird flights between
metros
Kingfisher Airlines should schedule more number of flights to and from
statio station n like like Delhi, Delhi, Mumbai Mumbai,, Chennai Chennai,, Collat Collate, e, Bangal Bangalore ore as these these sector sectorss account for high payload
Kingfisher Airlines needs to undertake aggressive Marketing
Kingfisher Airlines should undertake customers cu stomers satisfaction survey
Kingfi Kingfishe sherr Airlin Airlines es should should make make provis provision ionss to add up more more financ financial ial
benefits for its passenger
New approaches should be identified and rewarded so that it serves as
example for others.
Bibliography 46
Books & Magazines –
1. Kotha Kothari ri,, C.R. C.R.,, “Res “Resea earc rch h Meth Methodo odolo logy gy”, ”, Wish Wishwa wa Praka Prakash shan an,, Delh Delhi, i, 2004 2. “King of Good Good Times”, Times”, Outlook Outlook Business Business,, December December 20, 2006 2006
47
Websites –
1.
www.flykingfisher.com
2.
www.theubgroup.com
3.
www.kingfisherair.in
4.
www.wikipedia.com
5.
www.iloveindia.com
6.
www.coolavenue.com
7.
www.airtravel.about.com
8.
www.businesswireindia.com
9.
www.thebusinessedition.com
10.
www.toyota-f1.com
11.
www.findarticles.com
12.
www.mapsofindia.com
Annexure
48
49
50
