its a summer training report on a travel agency. can be used by students who have to make a project on the internships they have done.

1. SUMMER TRAINING REPORT
ON
MAJOR ATTRACTIONS OFFERED TO THE CONSUMER
In Partial Fulfillment for the Degree of Bachelor of
Business Administration (Tour & Travel management)
Batch 2010-2013
Submitted By
Megha Aggarwal
02514905010
BBA (TTM) 5th SEM
DEPARTMENT OF BUSINESS ADMINISTRATION
MAHARAJA SURAJMAL INSTITUTE
RECOGNISED BY UGC u/s 2(f)
AFFILIATED TO GURU GOBING SINGH INDRAPRASTHA UNIVERSITY
C-4, JANAKPURI

2. ACKNOWLEDGEMENT
I give my sincere thanks to Lionel India Limited for giving me this wonderful
opportunity to do summer internship.
An understanding marketing work like this is never the outcome of the effort of a single
person and I would be falling in my duty if I do not say a words of thanks to all those
who assisted and advised me during the research work, without whose inspiring
guidance, valuable suggestions, keen and enthusiastic interest, and invaluable support
and time, the project work would not have been completed.
I express my sincere thanks to Miss Ritu Saini, who provided all facilities for carrying
out this project. Her pain taking efforts and persistent help during the head of my work
can never be adequately acknowledged. I appreciate for her cooperation and
contributions for helping me in making project factual and informative.
I would also like to extend my thanks to all those who supported me during the course
of my project.
Submitted by:
Megha Aggarwal

3. TABLE OF CONTENTS PAGE NO.
1. INTRODUCTION
Introduction
Objectives
Limitations
Research Methodology
2. PROFILE OF THE ORGANISATION
Company Profile
Itineraries
3. ANALYSIS AND INTERPRETATION OF
DATA
4. CONCLUSION AND RECOMMENDATIONS
Conclusions
Recommendations
Bibliography
ANNEXURE

4. CHAPTER 1
INTRODUCTION

5. INTRODUCTION
“Lionel India provides the best quality services to their customers”.
Lionel India provides seamless travel management services, customized to suit your global
and local travel programs. Lionel India understands your corporate travel needs and provides
a complete suite of services ranging from ticketing and travel related services, travel
management consulting, vendor contracting services, technology and reporting tools, MICE
management services and a comprehensive account management approach.
At Lionel India, we think strategically to optimize the spending on your overall travel
program. Our endeavour is to work with you as a partner, in evolving a structured program,
with a primary focus on revenue and saving opportunities arising out of corporate
contracting, process management and implementation of best practice.
The Lionel India network across India and overseas allows us to reach globally and respond
locally to provide customer specific solutions for managing your business travel needs where,
when, and how you require it.

6. OBJECTIVES
 To study about the domestic destinations provided to the corporates.
 To study about the accommodation and special facilities provided to
the inbound costumers.
 To provide better facilities to the inbound as well as domestic
customers.

7. RESEARCH AND METHODOLOGY
Research methodology is a way to systematically solve the research problem. It may be
understood as a science of studying how research is done scientifically. In it they 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. Research is common parlance a
scientific investigation for knowledge. It can be defined as a systematic effort to collect the
valuable information's. A research can be carried out by different methodologies, which have
their own pros and cons.
Primary Data
Primary data includes the first hand information from the outlets. It can view as a survey. The
questionnaire was especially designed to find out services provided by Lionel India and their
ratings. Through this information we can get the strengths and weaknesses of services
provided by a travel agency that how does it differ from airlines and hotels individually.
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.
Data regarding the origin and the history of the organization were obtained from the historical
records present in historical records of the organization and also the website of the company.

8. LIMITATIONS
The major limitations of this project are as given under:
As the data was also gathered from the secondary sources, the
validity of the data could not be tested.
Time constraint was the major limitation in this project.
Another problem was knowledge constraint and this report was
an attempt to gather as much of relevant data as possible.
It not covers all relative point about the topic.
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.

9. CHAPTER 2
PROFILE OF THE
COMPANY

10. COMPANY’S PROFILE
The company employs the latest in travel technology and CRS systems
Lionel India is the specialist corporate travel management brand of Lionel India limited.
Lionel India is a wholly owned Adventz group company.
It was originally established as Lionel Edwards Ltd in the year 1924 as a shipping company.
The travel division was started in 1975. Since 1997 Lionel India has focused in re-
establishing itself as a national entity, totally involved in developing its business interest in
the fast growing local market. The company currently has a presence of IATA approved
locations across key centers in Delhi, Mumbai, Hyderabad, Chennai, & Bangalore with its
headquarters in Kolkata and several clients onsite and satellite offices.
The company employs the latest in travel technology and CRS system .The management has
decided on a road map for the future, where Lionel India will offer its clients an integrated
one stop solution for their corporate travel needs- taking care of the basic business and/ or
personal travel needs along with leisure, MICE, Forex & Car Rentals.
The key attributes of the Lionel India service proposition are:
 Partnership approach to client relationships
 Seamless consolidation- nationally & globally
 Preferred vendor contracting and implementation
 Simplified pricing & defined service level agreements
 Process management and rationalization
 Technology applications and value enhancers
 Ability to modulate global products & content to Indian needs
 “Open to audit”- guarantees a completely transparent client relationship.

11. Key Management
Mrs. Jyotsna Poddar (Chairperson Lionel India Ltd)
Mrs. Jyotsna Poddar is the chairperson of Lionel India Ltd, and is actively providing strategic
direction to the company. She is also a director of Poddar heritage enterprises and
chairperson & Md of Gobind sugar mills, one of India‟s premier sugar manufacturing
companies.
She is the wife of Mr. Saroj Kumar Poddar and daughter of Dr. K.K Birla, one of India‟s
leading industrialist and ex-member of parliament.
Mr. Saroj Kumar Poddar (Director Lionel India Ltd)
Mr. Saroj Kumar Poddar is the chairmen of Poddar Heritage Enterprises. He was the
President of International Chamber of Commerce, India (ICCI) and the president of
Federation of Indian Chamber of Commerce and Industry (FICCI).
Mr. Akshay Poddar (Director Lionel India Ltd)
Mr. Akshay Poddar is the Managing Director of Poddar Heritage Investment Ltd and Poddar
heritage Enterprises. He is also serving on the board of Gillette India Ltd, Paradeep
Phosphates Ltd, and Gobind Sugar Mills Ltd. He is a committee member of ICCI. He is also
the president of entrepreneur‟s organization (EO), Kolkata Chapter.
Mr. Shyam S.Bhartia (Director Lionel India Ltd)
Mr. Shyam S.Bhartia is currently the chairmen and managing director of jubilant organosys
Ltd and a member of executive committee of FICCI. He is professionally qualified from the
institute of cost and works accounts of India (ICWAI) and is a fellow member of ICWAI. He

12. has substantial experience in the travel, chemicals, foods infrastructure, oil and gas and
information technology sectors.
He has also served as a director on the board of Directors of Air India, and as a member of
the Boards of Governors of Indian Institute of Management, Ahmadabad and the Indian
Institute of Technology, Mumbai and the Chairmen of the chemical committee of federation
of Indian Chambers of Commerce and Industry (FICCI).

13. Lionel India Offices
The company currently has a presence of IATA approved locations across key centers in:
Delhi
Mumbai
Hyderabad
Chennai
Bangalore
And have its headquarters in KOLKATA and several clients onsite and satellite offices.
SERVICES OFFERED
GENERAL SERVICE
One stop shop for your travel solutions
International ticketing
Domestic ticketing
Car rental
Hotel booking( domestic/ international)
Rail reservations
Visa/ passport facilitation
Travel/medical insurance
Home calling card
Foreign exchange
MICE(meetings incentives conferences & exhibitions)
Customer relationship management
Centralized billing system

14. Travel news update
Airport facilitation
24x7X 365 days guaranteed service
LIONEL INDIA IMPLANT
Service for your company
Lionel India to setup an Implant manned
by experienced travel consultants with
Computer Reservation System (CRS)
connectivity to do online reservation for
both domestic and international. The
Implant will be operating as per the
working hours/days of your organization.
Travel consultant will be equipped with
mobile phone/laptop and will be
contactable to your organization 24 x 7.
Needless to say the main office is always
there as a backup for the implant.
IMPLANT SERVICES
Implant will handle the following listed duties and others as per our agreed terms.
International ticketing
Domestic ticketing
Car rental
Hotel bookings(domestic/international)
Rail reservations
Visa/ passport insurance

15. Home calling card
Foreign exchange
Travel news update
Organize airport facilitation
Maintain and updation of passengers profile
Implant will also take care of the passenger‟s passport, visas, meal preference, seat
preference, frequent flyer number. Implant will inform your passengers well in advance
about the expiry and renewals of travel documents.
LOWEST USABLE AIRFARE
Lionel India shall offer the lowest applicable published airfares that are available through the
computer Reservation System (CRS) at the time of booking to you, ( if required or the
specified carriers).
Lionel India can also provide you with net based low cost budget airline tickets, such as Air
Deccan, Spice jet etc, at a nominal service charge.
Minimum of 2 itineraries/online itineraries
A minimum of 2 itineraries with the fare quotes will be provided by default for all
International Travel Requests. Itineraries provided can also be viewed online and is
accessible from anywhere in the world.
CAR BOOKING
Lionel India implant will take care of your entire car booking as per your executives specific
requirements for your company negotiated rates with your preferred vendors at a nominal
service charge (negotiable).
HOTEL RESERVATION

16. Lionel India implant will take care of all your domestic hotel booking as per your executive‟s
specific requirements for your company negotiated rates for your company preferred hotels at
a nominal service charge (negotiable)
Lionel India implant will take care of all your international hotel booking as per your
executive‟s specific requirements.
MANAGEMENT AND PERSONNEL SERVICES
Account Manager – Lionel India shall provide an account manager who will act as your
direct liaison and who will be responsible for ensuring that your company service standards
are maintained.
DELIVERY OF TICKETS
Delivery of tickets and related documents on a mutually agreed upon schedule. However for
delivery outside of this schedule, Lionel India shall use reasonable efforts to deliver tickets
and/or documents as quickly as possible. Delivery also includes home delivery as per Lionel
India‟s schedule, after office hours plus in case of emergency.
VALUE ADDED SERVICES
AIRLINE CORPORATE DEALS
Lionel India will help you to sign corporate deals with Domestic as well as international
carriers which will help you to achieve tremendous savings.
The above deals would be suggested after a period of three month to understand your travel
pattern or if your organization can confirm to meet the required travel volumes.
Lionel India will ensure that your Company accrued mileage tally with the respective airlines
statement.

17. SUPPLIER RELATIONS
Lionel India will negotiate airline deals and monitor target based corporate incentives from
Airlines to maximize your savings through such deals.
Arranging meetings, conferences and Incentive groups. As per the requirements of your
company Lionel India can organize and handle your group movements and conferences
within the country and abroad.
ON CALL 24X7
Our travel consultants are available 24 hrs. for any emergency bookings.
PASSPORT & VISA AUDIT
On a monthly/ fortnightly basis we conduct a passport
& visa audit with in the premises of our client. A
Lionel India representative will address all passport &
visa related queries and requirements of your
executives.
PASSPORT & VISA TRACKING
We have an exclusive system of tracking the passport
and visa validity. Our travel consultants will inform
your executives well in advance about the validity of
their passport and visa.
TRAVELER PROFILE FORMS
The Traveler profile Forms will be maintained for each traveler and will up dated on a regular
basis. Details such as Meal and Seat requests, Frequent Flier numbers will be queued in every
reservation thus making each reservation fool proof. National account management and Local
Account Management whereby Lionel India can assist you to implement travel policy on All
India basis and/or locally as well.

18. National network with 05 IATA branch locations Viz. New Delhi, Mumbai, Kolkata,
Chennai and Bangalore.
FOREIGN EXCHANGE
Lionel India‟s FOREX division is a RBI Licensed authorized
Foreign Exchange Dealer who can provide you with a range of
innovative solutions to fulfill the foreign exchange requirements
of both individual and corporate travelers. These includes
Lionel FX Travel Card
Destination currencies
Encashment services
Corporate expense management tools
HOTEL RESERVATION
Lionel India Implant will take care of your entire domestic
hotel booking as per your executives specific requirements
for your company negotiated rates for your company
preferred hotels for a nominal service charge (negotiable).
Lionel India Implant will take care of all your International
hotel booking as per your executive‟s specific
requirements.
CAR BOOKING
Lionel India Implant will take care of your entire car booking as per your executives specific
requirements for your company negotiated rates with your preferred vendors at a nominal
service charge (negotiable).

19. AIRPORT MEET & GREET SERVICES
Lionel India shall provide meet & greet to your Executives
on arrival or departure at the airport, upon request, at a
cost. Airport assistance can be organized at short notices.
MANAGEMENT INFORMATION SYSTEM
Lionel India is in a position to provide a monthly MIS as per your needs,
Department wise
Employee wise
Location wise
QUALITY MANAGEMENT
ACCOUNT MANAGEMENT
Lionel India will appoint National Account Manager for Integrated national and
regional operations coordinated implementation-nationally & globally(if required)
100% compliance to client travel Policy‟s & preferred Vendor relationships
Agreed SLA‟s & Service Delivery Standards Account management Tools
Service Resolution Logs
Customer Service Surveys(CSS)
SATISFACTION SURVEY
A satisfaction survey of our travelers is done quarterly, as a quality check, the result of which
will be shared with you and an action plan will be drawn, to constantly improve the quality of
service Lionel India provide its customers. We shall provide you the results of such surveys
to further improve on our services, and to streamline all operations in line with your PTA
needs.

20. COMPLAINTS
Any complaints or service issue will be acknowledged instantly on phone by our leaders,
along with confirmation of the expected resolution period. Complaints related to service will
be immediately escalated to the Lionel India immediate superior.
QUARTERLY REVIEW MEETINGS
We conduct a quarterly review meeting with your Administration/Finance and Accounts or
other department related to Travel, therefore maintaining clear as well as healthy long-term
business Relationship.
LIONEL SERVICE DELIVERY STANDARDS
They are committed to a quick turnaround response to all inquires
They have negotiated special rates with Hotels, Chain & Other Independent
Properties.
They have Professional Team of Guides speaking English, German, French,
Spanish& Other European Languages
They have details of 1,500 Hotels with Contact Address
Travel useful information
Accept all major Credit Cards.
They look forward to establish life-long business relations with costumers. They would
be delighted to serve customers and welcome costumers to experience the warmth of
traditional Indian hospitality.
At Lionel India we rejoice in giving our guests a true taste of the exotic places they are
visiting. We greet them with welcome ceremonies they cannot experience anywhere else
in the world. We treat them to lunches and dinners, rich in mouth-watering culinary

21. delicacies served in unparalleled settings. From royal themes to modern day fantasies,
every location is set in a unique theme adding a special flavor to the event. This of course,
is in addition to the high quality meals and barbecues that are a standard in each of our
programs.

22. SOME MOST COMMON ITINARIES

23. ITINERARY FOR AGRA
Day 1:
19 April 2012:
Early morning between 0600 hrs – 0800 hrs drive to Agra. (Approx 4-5 hrs subject to traffic
condition)
Enroute visit Sikandra Fort. Check into the Hotel.
Post Lunch sightseeing tour of Taj Mahal.
Taj Mahal, with its incredible lacy white grandeur and
loveliness is perhaps the most perfect architectural monument in
the world. Emperor Shahjahan constructed this most famous and
incomparable Mughal monument in memory of his beloved wife
Mumtaz Mahal. It is the most extravagant monument ever built
for love. (Taj Mahal is closed on Fridays).
Overnight in Agra.
Day 2
20 April 2012:
After Breakfast city tour of Agra Fort.
Agra Fort, situated two kilometres west of the Taj Mahal on the banks of the river Yamuna.
It was built by the third Mughal Emperor, Akbar, and added to by his son Jahangir and
grandson Shahjahan.
Check out from the hotel & drive to Delhi via Fatehpur Sikri (approximately 40 Kms. from
Agra) a world heritage site built by the Mughal emperor Akbar during 1564 A.D.
Later drive back to Gurgaon.
..................TOUR ENDS................

24. Hotel Cost:
Hotel Trident Agra:
Deluxe Pool view single room: Rs.7000 per night inclusive of breakfast & hotel taxes.
Hotel Radisson Agra:
Deluxe single room: Rs 4500 per night inclusive of breakfast & hotel taxes.
Transportation cost using A/C Innova car: Rs.9000 per vehicle.
Supplement Chargers for English speaking guide: Rs. 2600 for both the days including
battery van charges
INCLUSIONS
Sightseeing by an air conditioned Toyota Innova as per the Itinerary.
Services of an English speaking local guide during city tour as per the Itinerary.
Battery Van charges.
EXCLUSIONS
Internal airfare if any.
Assistance on arrival & departure in Agra.
Entrance fees Agra – Agra Fort, Taj Mahal & Fatehpur Sikri.
Items of personal nature i.e.: telephone calls, drinks, laundry, tips etc
Any portage
Camera/Video fees at various monuments.
On total billing 3.09% government service tax will be extra.

25. ITINERARY FOR - LAND OF GODS
10 Nights/ 11 Days Tour
Kalimpong-2, Gangtok-2, Lachung-1, Gangtok-1, Pelling-2, Darjeeling-2
Day 1 Bagdogra>>Kalimpong
Pick- up from NJP to be taken to Kalimpong (4000 Ft) a
drive of 80 kms also called the garden of flowers. This
town has almost everything- scenic beauty, flowers,
greenery, waters, mists, clouds etc... Check-in at Hotel,
Overnight stay.
Day 2 Kalimpong>>Gangtok
After breakfast, go for a half day sightseeing of Durpin
Hill (which has the famous Zong Dog Palri Fo- Brang
Monastery which belongs to the same Buddhist sect as the
present Dalai Lama) , Jelapla View Point, Pine View
Point, Kalim Temple, Dr Graham's Homes complex
with its historic church & well maintained grounds
founded in 1900 by Rev. Dr. J A Graham, a Scottish
missionary, Delo Hill (5556 ft) appears to be the roof- of-
the- world, is the highest point in Kalimpong. Delo also
has the town‟s picturesque water reservoir. Then on to
Mangal Dham Temple constructed in memory of the late
Guru Shree (108) Mangal Dasji and dedicated to Lord
Krishna, Kalimpong Arts & Crafts Centre. Back to the
hotel by lunch.
Depart for a 2hr 30mins journey to Gangtok (5500 Ft), Sikkim - the Land of the Pristine and
unspoilt natural beauty with alpine landscapes and thick luxuriant forests, rivers in torrent and
peaceful lakes. Check in at Hotel. Rest of the day at Leisure, explore the city. Overnight stay.

26. Day 3 Gangtok>>Tsomgo Lake>>Gangtok
After breakfast proceed to Tsomgo Lake (12,210 Ft),
a 40 km drive which takes 2.5 hrs. This lake is
located very close to Nathula Pass which is the entry
point to China termed as the “Silk Route & remains
frozen for most parts of the year. Legend has it that
the Lamas use to forecast the future by studying the
colour of the lakes waters. Enjoy the surroundings,
majestic snowy peaks which feed the lake and the
clean fresh air. Back to Gangtok by 3pm for a late
lunch. Evening free for leisure or go shopping for
Sikkimese traditional handicrafts. Overnight stay.
Day 4 Gangtok>>Lachung
Depart early morning for Lachung (8610 Ft), a
distance of 126 kms. On the way stop enroute and
enjoy the wonderful locations like Kabi Lungstok
(25km from Gangtok where a blood brotherhood was
signed between the Lepcha chief, Thekong Tek & the
Bhutia chief, Khye Bumsa. The spot where the
ceremony took place is marked by a memorial stone
pillar amidst the cover of dense forests); Naga
Waterfalls ; the confluence of Lachen Chu &
Lachung Chu at Chungthang- the starting point of
the river Teesta. Chungthang is predominantly a
Lepcha region, the nodal junction for the two passes-
Lachen & Lachung. Stop at the Twin Waterfalls &
Bhim Nala Waterfalls before reaching Lachung.
Lachung is an exquisite valley town , resplendent in its crown of snow capped mountains,
breathtaking waterfalls & sparkling streams. It has been described as “the most picturesque

27. village of Sikkim” by Joseph Dalton in his „Himalayan Journal‟ (1855). Checkin and get
refreshed. The rest of the afternoon is spent Nature Exploring & Local Sightseeing around
Lachung village with a visit to the Lachung Monastery. Relax, sleep off & rest your tired
body. Overnight stay.
Day 5 Lachung
After Breakfast proceed to Yumthang (11800 Ft) a 23
kms drive taking 1.5hrs. This is where the Tree Line ends
& the rhododendron groves cover the landscape in a
surreal shade, also called the Valley of Flowers as in
spring wild alpine flowers carpet the land. In winter there
is snow all around and the snow clad mountains add to the
ethereal beauty. This place is also known for its Hot
Springs which have healing medicinal properties.
Picnic in this beautiful valley, trek to reach the high points
all around, take a bath in the Hot Springs. Back to
Lachung by evening. Night Halt at Lachung.
Day 6 Lachung>>Gangtok
After the Breakfast, depart for Gangtok by 10am. Arrive
by lunch & Checkin at hotel. Rest of the day at leisure
& overnight stay.

28. Day 7
Gangtok>>Pelling
(0900hrs-1400hrs) After breakfast, visit Nam Nang
VP/Ropeway ; Do-Drul Chorten (Stupa) which is
one of the most important stupas of Sikkim, built by
the head of the Nyingma order- Trullshi Rimpoche
in 1945. It contains rare details of Dorji Phupa, Holy
Books, Mantras and is encircled by 108 prayer
wheels ; The Namgyal Institute of Tibetology built
in 1958 in traditional style, a renowned worldwide
centre for the study of the Mahayana Buddhist
philosophy & religion, a treasure house of rare
“Thankas”, statues, over 200 Buddhist icons and
prized objects of art, to Rumtek Monastery, 24 kms from Gangtok was built in 1960 by His
Holiness the Late 16th Gyalwa Karmapa & this is a replica of the original Kagyurpa
Monastery in Tibet, a must see for every visitor, the seat of the “Kagyu Order” . Behind the
Monastery is the lavishly decorated Karmae Nalanda Institute of Buddhist Studies which
attracts students from the world over. Here one can find the most unique religious scriptures
& art objects of the world.
After lunch, proceed to Pelling (6800 Ft), a 5 hour journey (112 kms) via Ravangla (6800
Ft) , a small township & transit point to various destinations in South & West Sikkim,
situated at the base of Meenam Hill (10300 Ft).
Arrive at Pelling by 2-3pm & checkin at Hotel. This is one of the closest points to the
Khanchenjunga range & one can see it upfront touching the sky from Pelling. Overnight
stay.

29. Day 8 Pelling
Leave early for the Khecheopalri Lake, also called
the “Wish Fulfilling Lake”. It lies in a depression
surrounded by prayer flags & forested hills. Then to
the, Rimbi Falls, Rock Garden,
Khangchendzonga waterfalls. Back to the Resort
for lunch.
After lunch, proceed to Singshore Bridge, a drive
of 26 kms from Pelling about 5kms ahead of
Dentam towards Uttarey. Built over a gorge over a
1000 ft deep, the building of this suspension bridge was an engineering feat indeed & is also
the second highest bridge in Asia. The bridge is ver close to Uttarey which is the base camp
for Singilela Mountain Range trek.
Enroute to Singshore, stop to see the Sangay Falls in the The Dentam Valley (1500 m). The
entire area is surrounded by forest of rhododendrons. On the return, a visit to the Cheese
factory at Dentam Back by evening. Overnight stay.
Day 9 Pelling>>Darjeeling
Early morning visit at 7am to The Pemayangtse
Monastery (7021 Ft), 2.5 kms from Pelling. Built
during the late 17th century, it is one of the oldest &
most important monasteries of the Nyingmapa order of
Buddhism in Sikkim. Even today, it is only the monks
of this monastery who enjoy the title of „Tasang‟ or
pure monks. The monastery follows the Mindroling
tradition & has 108 monks. The main attraction of the
monastery is the wooden replica of Zangdog Palri, the celestial abode of Guru
Padmasambhava, built by Serdup L Dorje Rinpoche in 1971. Back to the hotel for breakfast.
After breakfast, proceed to the Rabdentse Ruins - the second capital of the erstwhile King of
Sikkim till 1814 A.D. This is also very close to the Pemyangtse Monastery, a 30mins walk
from the main road. The scenic view from the top of the ruins scanning across the deep

30. valley, to the mystic heights of the Khanchenjunga range is something to be cherished &
etched in memory.
Onwards to Darjeeling (7100 ft), a 72 kms drive taking around 3-4 hours, the “Queen of
the hill stations” , its name derived from “Dorje-Line” which means the place of “Dorje”,
the mystic thunderbolt. After a very scenic drive thru the mountains, tea gardens etc., reach
Darjeeling by late afternoon & checkin at Hotel. Overnight stay.
Day 10 Darjeeling>>Mirik>>Darjeeling
Start the day at 4am with an early morning trip to
Tiger Hill (7800 Ft) to catch the sunrise from
behind the majestic Kunchenjunga range. On the
way back visit the Ghoom Monastery & Batasia
Loop. Back to the hotel for breakfast.
After breakfast take a trip to “Mirik” (6000 Ft) –
the newest hill-station in the Darjeeling hills.
Famous for its squash (the vegetable) & the
picturesque lake, this quiet township is also surrounded by gardens which produce some of
the finest teas. The lake offers boating and fishing apart from a view of snowcapped peaks.
Enjoy the fulfilling experience of Nature in its purest form mingled with the unique culture
prevalent here. Spend the rest of the day at Mirik to reach Darjeeling back by sunset.
Overnight stay.
Day 11 Darjeeling>>Bagdogra
After Breakfast Depart to Bagdogra/NJP
..................TOUR ENDS................

31. Grade Using Hotel A 1+ A
02 PAX Rs. 55800 Rs. 53200 per person
EXT BED Rs. 26300 Rs. 23500 per child
HOTEL USED GRADE- A 1+ GRADE- A
DARJEELING ELGIN (Breakfast & Dinner ELGIN (Breakfast & Dinner
MAP) MAP)
GANGTOK NORKHILL (Breakfast & Dinner NORLING RESORT (Breakfast &
MAP) Dinner MAP)
KALIMPONG SILVER OAKS (Breakfast & SILVER OAKS (Breakfast &
Dinner MAP) Dinner MAP)
PELLING MOUNT PANDIM (Breakfast & NORBU GHANG RESORT/
Dinner MAP) MOUNT PANDIM (Breakfast &
Dinner MAP)
LACHUNG YARLAM (Breakfast , Lunch & YARLAM (Breakfast ,Lunch &
Dinner AP) Dinner AP)

32. Rates All rates above are valid from 01st April to 30th June 2012
All rates above are on per person twin sharing basis NETT
Includes Meals as per plan shown above in RED, all taxes
All transfers & sightseeing by a mix of 01 AC
Innova/Scorpio/Xylo Ex Bagdogra/NJP
Child Rates Children above 12 years are charged as adults.
Children of 05+ to 10 years will be charged as per
CWB/CNB
Below 05 years, complimentary.
Validity This package is valid for Indian passport holders only
Does not Entrance/Guide/camera fees etc
Include Visit to Nathula Pass @ Rs.4800/- extra on the total cost
Joy ride on the toy train in Darjeeling @ Rs.350/- per
person + Vehicle cost.
Visit to zero point (Lachung) @ Rs.2500/- extra on the
total cost by NAC Sumo
Any difference arising due to increase in fuel price or
change in taxes levied by the government.
Difference in cost arising due to mishaps, bandhs/strikes,
natural calamities like landslides, road blockages etc. In
such a case, the extra cost would have to be paid on the
spot by the guest directly.
On total billing 3.09% government service tax will be
extra.

33. ITINERARY FOR PALACE ON WHEELS
Tour duration: 7 Nights / 8 Days
Places Covered: New Delhi - Jaipur - Sawai Madhopur - Chittorgarh - Udaipur - Jaisalmer -
Jodhpur - Bharatpur - Agra – Delhi
DETAILED ITINERARY:
Day 1 New Delhi
Check-in Starts: 1600 Hrs Safderjung Station Depart At: 1830 Hrs Safderjung Station
Self report, by 1700 hrs at railway station for traditional welcome & check-in formalities
Time free for photo-shoot with traditionally attired Palace on Wheels staff. Be escorted to
your private cabins by Saloon Attendant Choice to proceed to Bar Lounge for complimentary
champagne welcome drink Dinner served from 1930 Hrs onwards in dining car

34. The journey of a lifetime begins at the Delhi Safderjung Railway station where the guests are
accorded a warm, traditional welcome before the Palace-on-Wheels pulls out into the night
for a week-long luxury cruise through fascinating Rajasthan.
Day 2 - Thursday - Jaipur
The first stop of the Palace-on-Wheels is Jaipur, one of the most well planned cities of the
world of its time. This capital city of Rajasthan, popularly known as the Pink City, was
founded by Maharaja Sawai Jai Singh II, in 1727 A.D.
To explore the city, an air-conditioned coach takes you to Hawa Mahal or the Palace of
Winds, which is a remarkable five storied building a one the main street of the old city in
pink splendor with semi-octagonal and delicate honey combed sandstone windows. This is
followed by a visit to Amber Fort where elephant ride is available to climb up the hill. Lunch
at a Five Star Hotel followed by visit to City Palace Museum and Observatory.
Arrival 03.00 hrs. Departure 23.30 hrs.
Day 3 - Friday - Sawai Madhopur
One can almost sense a life of the wilderness, as the Palace-on-Wheels arrives in Sawai
Madhopur, a city named after its founder Maharaja Sawai Madho Singh I. After breakfast a
visit is arranged to the Ranthambore National Park, wherein are located the ruins of a 10th
century fort. This wildlife sanctuary is considered to be the countries best for observing and
photographing the activities of the tiger. The park covering an area of 392sq.kms is the home
to more than 300 species of birds. The tiger, hyena, rate, jackal and fox are among those
constituting the carnivorous population here. Sawai Madhopur is known for its excusive toys,
ethnic ornaments and costumes. Upon return to the Palace-on-Wheels, you leave for
Chittaurgarh, when one gets an opportunity to watch the colorful countryside passing by in
the daylight.
Arrival 05.30 hrs. Departure 10.30 hrs.
Day 3 - Friday - Chittaurgarh

35. After lunch on board you are in Chittaurgarh. Images of love and velour; scars of battles lost
and won .thrice-besieged, Chittaurgarh Fort is all this and more. Moving legends of honor
and pride will echo in your mind as you proceed to Udaipur.
Arrival 16.00 hrs. Departure 02.00 hrs (next day i.e. on Saturday)
Day 4 - Saturday - Udaipur
Udaipur, the Lake City, was founded by Maharaja Udai Singh of Mewar, after the Sisodia
dynasty was driven way by the Mughals, in 1559A.D. Perhaps the two most beautiful sites of
Udaipur are the dream-like marble palaces- the Jag Niwas (Lake Palace) and the Jag Mandir,
which appear to rise from the blue waters of Lake Pichhola. After lunch at a Five Star Hotel,
a visit to the City Palace.
Arrival 08:00 hrs. Departure 15.30 hrs.
Day 5 - Sunday - Jaisalmer
In the heart of the Thar desert lies Jaisalmer, founded by Rawal Jaisal, in 156 A.D. Here the
yellow sandstone fort is an imposing sight, towering magnificently over the city. Discover the
painstakingly latticed havelis or mansions with their grand facades. The Nathmalji-ki-haveli,
Patwaon-ki-haveli and Salim Singh-ki-haveli are fine examples of the stone carver's skill.
Shop for fine pattu shawls, mirror work and embroidered articles, wooden boxes , trinkets ,
silver jewellery and curios.
After lunch on board, go for an exciting camel ride on the sand dunes of Sam, before sipping
a refreshing cup of tea. Enjoy the dinner and the cultural porgramme at a Five Star hotel.
Arrival 09.15 hrs. Departure 23.45 hrs.
Day 6 - Monday - Jodhpur
Next morning the Palace-on-Wheels is in Jodhpur, a city ringed by a high stone wall with
seven gates and several bastions. This second largest city of Rajasthan, founded by Rao Jodha
in 1459 A.D. is known for its rock-solid Mehrangarh Fort. The grand palaces within -Moti
Mahal, Sheesh Mahal, Phool Mahal, Sileh Khana and Daulat Khana are impressive examples
of architectural excellence. Near the fort complex lies Jaswant Thada, and a group of royal
cenotaphs made of white marble. After lunch at a Palace hotel, return to the Palace-on-

36. Wheels. While in Jodhpur shop for exquisite handicraft articles including the famous
breeches, embroidered shoes, metal curios, silverware, paintings and tie and dye fabrics.
Arrival 07.00 hrs. Departure 15.30 hrs.
Day 7 - Tuesday - Bharatpur / Agra
Bharatpur
In the morning, the Palace on Wheels arrives in Bharatpur, the capital of Maharaja Suraj Mal.
After breakfast pay a visit to the world famous bird sanctuary, Keoladeo Ghana National
Park, the nesting place for thousands of Egrets, Siberian Cranes, migratory Water Fowl and
other species of birds.
Arrival 05.00 hrs.Departure 08:4
Agra
Upon arrival visit the Agra Fort and after lunch arrive at the Taj Mahal, one of the Seven
Wonders of the World. A pristine monument of undying love. It was built by Emperor Shah
Jahan in memory of his beloved queen Mumtaz Mahal. Agra is known for its splendid marble
inlay work like the Pietra Dura work on the Taj, leather goods and jewellery.
Arrival 10:30 hrs Departure 23.00 hrs.
Day 8 - Wednesday - Delhi
Arrive at Delhi Safderjung Railway station. Breakfast on board and let the pleasant memories
of the past week linger on your mind for a long, long time.
Arrival 04.00 hrs.
..................TOUR ENDS................

37. 10% Holiday surcharge extra for 19 Dec & 26 Dec 2012 Departs
Off Season Rate for travel in April 2013 & Sept 2012
Occupancy Type Cost Per Cabin Cost Per Cabin
(Taxes Extra) (Inclusive Taxes)
On Triple sharing US$ 8190 for 3 + US$ 298 Taxes Extra US$ 8488 for 3
On Twin Sharing US$ 6020 for 2 + US$ 216 Taxes Extra US$ 6236 for 2
On Single Occupancy US$ 4025 for 1 + US$ 140 Taxes Extra US$ 4165 for 1
7 Nights Palace On Wheels Train Tour Cost- From Oct 2012 to March 2013 travel
Occupancy Type Cost Per Cabin Cost Per Cabin
(Taxes Extra) (Inclusive Taxes)
On Triple sharing US$ 10,920 for 3 + US$ 383 taxes extra US$ 11,303 for 3
On Twin Sharing US$ 8,050 for 2+ US$ 279 taxes extra US$ 8,329 for 2
On Single Occupancy US$ 5390 for 1 + US$ 182 taxes extra US$ 5,572 for 1

38. ITINERARY FOR KERALA - GOD'S OWN COUNTRY
Kerala is located on the southern tip of India with the Arabian Sea in the west and the
Western Ghats towering 500 – 2700 m in the east. Kerala is divided into three regions – the
coastal lowlands, the fertile midlands and the highlands. The lowlands of Kerala are
networked by endless backwaters and the deltas of forty four rivers. The midlands are rich
with cashew, coconut, areca nut, tapioca, banana, rice, ginger, pepper, sugarcane and
vegetable plantations. The forested highlands abound in tea, coffee, rubber and spice
plantations and wildlife.
07 Nights 08 Days EXPLORE THE LAND OF GOD
Day 01: ARRIVES AT COCHIN
Arrive at Kochi airport/Ernakulam railway station and transfer to hotel. After fresh up
proceed for sightseeing at old part of Cochin, Fort Cochin and Mattancherry. Visit the famous
Chinese fishing nets which are distinctly unique to Cochin and watch its operations, then visit
the famous St. Francis church where Vascoda Gama buried. After that visit Mattancherry
palace (Dutch Palace), where you can find a fine collection of Mural paintings depicting the
scenes of Hindu epics Ramayana & Mahabharata. Then you can walk through the Jewish
street and visit the famous Jewish Synagogue which is built in 1568 and magnificently
decorated by Chinese tiles and Belgian chandeliers. Overnight at Cochin.
Day 02: COCHIN to MUNNAR 140KM, 4Hrs Drive
After breakfast check out from hotel and proceed to the famous hill stations of Munnar. Up
on arrival check into the hotel and refresh yourself. Then proceed for sight seeing. Visit
Rajamalai, the natural habitat of Nilgiri Thar. The Rajamalai is 2695 Mts above from the sea
level. (Visiting Time: 07.00 to 18.00Hrs). Then back to the hotel. Overnight at Munnar.
Day 03: AT MUNNAR
After breakfast (0900Hrs) we will proceed to full day sight seeing at Munnar. Visit
Mattupetty Dam which is situated at a height of 1700Mts. Mattupetty is famous for dairy
farm, the Indo - Swiss live stock project. (Visiting Time: 09.00 to 11.00Hrs & 14.00 to 15.

39. 30Hrs). After that visit Eco-point and Kundala lake. Then back to the hotel and overnight at
Munnar.
Day 04: MUNNAR to THEKKADY; 110KM, 3.30 Hrs Drive
After breakfast, proceed to Thekkady. On arrival check in to the hotel. Later in the after noon,
proceed to visit the spice plantations later enjoy boating in Periyar Lake (on direct payment)
Day 05: THEKKADY to ALLEPPEY 170KM, 4Hrs Drive
After break fast, transfer to Alleppey. Check into the House Boat. Enjoy the virgin beauty of
back waters & Vembanad Lake. Over night stay in the House Boat.
Day 06: ALLEPPEY to KOVALAM; 180KM, 4.30Hrs Drive
After breakfast check out from Houseboat and transfer to the famous beach destination,
Kovalam. Enroute sight seeing at Trivandrum. Visit Kuthira malika palace museum. After
that visit Napier museum, zoo and Raja Ravivarma art gallery etc. Evening enjoy with beach
activities. Overnight at Kovalam.
Day 07: AT KOVALAM
After breakfast enjoy the day at Kovalam. Overnight at hotel.
Day 08: DROP AT COCHIN 225KMS/ TRIVANDRUM 20 KMS
After breakfast proceed to visit Padmanabhaswami temple for Darshan. Then proceed to
Trivandrum / Cochin for departure. Drop at Trivandrum airport/ Ernakulam railway station.
..................TOUR ENDS................
TOUR COST
Package Type Standard Deluxe Premium
Based on 2 persons Rs.19000 Rs.20700 Rs: 25600
traveling.
Rate per person (Indigo)

40. Based on 4 persons
traveling.
Rs.14900 Rs.16600 Rs.21500
Rate per person (Innova)
Based on 6 persons
traveling.
Rs. 14100 Rs 15700 Rs.20700
Rate per person
(12 Seater Tempo)
Based on 8 persons
traveling.
Rs.12800 Rs.14500 Rs.19500
Rate per person
(12 Seater Tempo)
ACCOMMODATION DETAILS
Cochin Munnar Thekkady Kumarakom Kovalam
Standar Excellency Le Sandra A/C House Boat Hotel Sagara
d Celestium Palace
Deluxe Harbour Hotel C 7 Tree Top A/C House Boat Soma Palmshore
view
Premiu Dream Hotel Silver Tips Greenwood A/C House Boat Travancore
m s Heritage
Meal Room + B/F Room + B/F Room + B/F Room + B/F + L Room + B/F
Plan +D
Please note that the above rate is per person rate (subject to minimum 2 persons traveling
together)

41. TOUR COST INCLUDES:-
All Accommodation as per the details given above (01 double room)
All transportation in A/C vehicle as per itinerary.
Daily breakfast & all meals in houseboat
All expenses related to vehicle & driver
All applicable taxes
TOUR COST DOES NOT INCLUDE:-
1. Air / Rail fare
2. Any other which does not include in the cost include list
3. Any other meals other than specified above
4. Entrance charges for the monuments and at destinations.
5. Guide charges
NOTES:
Rooms are subject to availability and rates are subject to change.
A/c in the houseboat will be working from 09.00 PM to 07.00 AM.
Houseboat will be anchored from 0630 PM to 0730 AM
Hotel Check in / Checkout times – 1200 Hrs
Houseboat check in 12.00 Hrs and check out 0930 Hrs.
Accommodation in A/c rooms in all places except in Munnar and Thekkady where
rooms are Non a/c.

42. CHAPTER- 3
ANALYSIS AND
INTERPRETATION OF
DATA

43. ANALYSIS
SAMPLE PROFILE
1. Total number of internal customers and external customers: 50
2. No. of respondents: 50
3. Sample technique: Questionnaire
4. Area of sample: Delhi
5. Time period: 6 weeks
To convert the available data into useful information the analysis is done with respect to
different aspects.
1. How was your overall experience with Lionel India?
45
40
35
30
25
20
15
10
5
0
Excellent above average average below average poor

44. Tourist Experience No. Of Tourist Percentage
Excellent 42 84%
Above Average 4 8%
Average 3 6%
Below Average 1 2%
Poor 0 0%
Total 50 100%
Comment: 84% people had an Excellent experience through Lionel India, 8%
people had an above average experience, 6% people had an average experience,
only 2% people had a below average experience while 0% people are having a
poor experience. This shows that the services provided by Lionel India are very
good.
2. How would you rate our customer services?
50
45
40
35
30
25
20
15
10
5
0
excellent above average average below average poor

45. Ratings of Tourist No. of Tourist Percentage
Excellent 46 92%
Above Average 2 4%
Average 1 2%
Below Average 1 2%
Poor 0 0%
Total 50 100%
Comment: 92% of the people rate the customer service of Lionel India as
excellent, 4% as above average, 2% as average or below average and 0% poor.
3. How do you rate our travel management and consulting services?
50
45
40
35
30
25
20
15
10
5
0
excellent Above average average below average poor

46. Ratings of Tourist No. of Tourist Percentage
Excellent 47 94%
Above Average 2 4%
Average 1 2%
Below Average 0 0%
Poor 0 0%
Total 50 100%
Comment: 94% of the people rate the travel management and consulting
services of Lionel India as excellent, 4% people rate it as above average and
only 2% of the people rate it as average.
4. How well were your personnel preferences and requirements met?
50
45
40
35
30
25
20
15
10
5
0
Very Well Moderately Well Not Well Not At All

47. Satisfaction of Tourist No. of tourist Percentage
Very well 46 92%
Moderately well 3 6%
Not well 1 2%
Not at all 0 0%
Total 50 100%
Comment: requirements of 92% of the people are very well satisfied by the
services of Lionel India the requirements of 6% of the people are moderately
satisfied, and only the
5. How do you rate the fares being charged by the company?
50
45
40
35
30
25
20
15
10
5
0
Economical High Very High

48. Parameters No. of respondents Percentage
Economical 43 86%
High 5 10%
Very high 2 4%
Total 50 100%
Comment: 86% of the people find that the services of Lionel India are
economical, 10 % of the people find that the rates are high, and 4% of the
people feels that the rates are very high.
6. How do you describe employee’s behavior of Lionel India Ltd
towards the customer?
45
40
35
30
25
20
15
10
5
0
Polite helpful Professional Rude

49. Parameters No. of Tourist Percentage
Polite 42 84%
Helpful 3 6%
Professional 5 10%
Rude 0 0%
Total 50 100%
Comment: 84% of the people feel that the employee‟s behavior of Lionel India
is very polite towards their customers, 6% of the people feel that the behavior is
helpful, 10% of the people feel that it‟s professional, while no one feels that it‟s
rude.
7. Do you think that LIONEL INDIA LTD is loyal to its customers?
50
45
40
35
30
25
20
15
10
5
0
Yes No May Be

50. Parameters No. of Tourist Percentage
Yes 47 94%
No 1 2%
May be 2 4%
Total 50 100%
Comment: 94% of the people believe that Lionel India is very much loyal
towards its customers, 2% of the people think that it‟s not that much loyal,
whereas 4% of the people think that it is may be loyal or maybe not.

51. CHAPTER 4
CONCLUSION AND
RECOMMENDATIONS

52. CONCLUSION
Lionel India is the specialist corporate travel management brand of Lionel India
limited. It provides seamless travel management services, customized to suit the
global and local travel programs of corporates. Lionel India understands the
corporate travel needs and provides a complete suite of services ranging from
ticketing and travel related services, travel management consulting, vendor
contracting services, technology and reporting tools, MICE management
services and a comprehensive account management approach.
The Lionel India network across India and overseas allows us to reach globally
and respond locally to provide customer specific solutions for managing your
business travel needs where, when, and how you require it.
Lionel India has a huge potential market. It has attracted many customers both
international and domestic due to its presence in the market. They have been
contributing significantly to the tourism industry, through their attractive and
excellent tour packages.

53. RECOMMENDATIONS
They should improve their Ideas, packages Itineraries an attractive offers
according as per customer demand to build a better image in the tourism
market
They should improve their infrastructure for meetings in their own office
They should publish their itineraries new packages on internet to get
more business from new customers
They should improve their advertisement style and try to publish their
products in market in a new style
The company should provide high incentives to its employees to motivate
them.
They should modify their website, their packages on website information
regarding tourism time to time with new innovative ideas
The company should also make hindrance free arrangement for
consumer‟s to make any feedback or suggestion as and when they feel.
They should move to travel consultant to travel agent it will make little
more profit to their company
They should provide a lot more variety in the tour packages.
The Company is proving less credit facility when compared to other firms
so better credit policy should be introduced to capture more market.

54. BIBLIOGRAPHY
www.lionelindia.com
www.touroperatorsinindia.com
www.tourism.gov.in
www.wikkipedia.com
www.travelindia.com
www.scribd.com
www.incredibleindia.org

55. ANNEXURE

56. Feed Back Form - 1
This is the questionnaire aimed to gather information on tourists’ expectations about the ideal
travel agency site. Please, recall your experience with travel agencies and fill in the
questionnaire. We appreciate your time and effort.
1. Please fill in your background information:
I. Age
□ 0-16 □ 17-25 □ 26-35 □ 36-45 □ 46-55 □ over 56
II. Gender
□ Male □ Female
III. Marital status
□Single □Living with a partner □Married □Divorced □Widowed
IV. Occupation
□Student □Part-time Job □Full-time Job
V. Have you ever traveled with travel agencies before?
□ Yes □ No
2. How frequently do you apply to a travel agency to arrange your
vocation?
□ Always □ Often □ Sometimes □ Rarely □ Never
3. Would you like to explore another culture during your holiday?
□ Yes □ No

57. 4. When planning a cultural trip what kind of attractions are you looking
for?
□ Museums
□ Art exhibitions
□ Theatre / Opera visits
□ Music festivals
□ Movie festivals
□ Enjoy local celebrations and cuisine
□ Other option, namely….
5. Imagine that you go to a summer vocation with your friends/family to
the country no one of you has ever been before. What kind of
information about the destination do you expect to get from a travel
agency web site? You may choose more than one answer.
□ About weather
□ About traditions
□ About local food
□ About currency
□ About dangers
□ About transport
□ Other option, namely….

58. 6. How much time do you prefer to spend on a travel agency site each
visit?
□ Less than half an hour
□ Half an hour to one hour
□ More than one hour
7. How many times on average do you go to a travel agency site before
booking the trip?
□1
□2
□3
□ 4 or more
This is the end of the questionnaire. Thanks for your help!
Feed Back Form – 2
Thank you for taking the time to help us improve our service. None of the answers are required
and we appreciate as much feedback as you're willing to give.
You do not need to leave your personal details - you can fill in the form anonymously if you
prefer.
First Name
Last Name

59. Email
Home Phone
Mobile Phone
How did you hear about us?
□ Friend □TV ad □Newspaper ad □travel show □others
How easy was it to arrange your holiday with us?
□Excellent □Above average □Average □Below Average □Poor
How would you rate our customer services?
□Excellent □Above average □Average □Below Average □Poor
How do you rate our travel management and consulting services?
□Excellent □Above average □Average □Below Average □Poor
How did you find the tours?
□Excellent □Above average □Average □Below Average □Poor
How did you find the hotels?
□Excellent □Above average □Average □Below Average □Poor
How do you rate the fares being charged by the company?
□Economical □High □Very High
How do you describe employee’s behavior of Lionel India Ltd towards the
customer?
□Polite □Helpful □Professional □Rude
How well were your personnel preferences and requirements met?
□very Well □Moderately Well □Not Well □Not At All

60. What was the best thing about your holiday?
What was the worst thing about your holiday?
Do you think that LIONEL INDIA LTD is loyal to its customers?
□Yes □No □May Be
Would you use us again and recommend us to other people?
□Absolutely □Yes □No □May Be □Definitely Not
How was your overall experience with Lionel India?
□Excellent □Above average □Average □Below Average □Poor
What do you think we can do better?
General Feedback/Comments
This is the end of the questionnaire. Thanks for your help!