SMT.

KESHARBAI LAHOTI MAHAVIDYALAYA,

AMRAVATI

Project report on
“ MAKE MY TRIP”
In partial fulfillment
For
The requirement of
SUBJECT:- E – Commerce
:- Submitted by:-
MISS GUNJAN .R . ZAMBANI
B.Com III year (V sem ) (Sec – D)
:- Under the guidance of :-
PROF . RACHNA.RATHI MAM
Smt. Kesharbai Lahoti Mahavidyalaya, Amravati
(2022- 2023)
 CERTIFICATE OF GUIDE

This is certify that

MISS. GUNJAN .R. ZAMBANI
B.Com III year ( Sec- D) have completed the project report on

MAKE MY TRIP

Under the satisfactory guidance the conclusions are based on

data collected the students during their training .
Date :- 11 December 2022
Place:- Amravati

Principal GUIDED BY
DR.V.L BHANGDIA SIR PROF RACHNA RATHI MAM
Smt. Kesharbai Lahoti Smt. Kesharbai Lahoti
Mahavidyalay, Amravati Mahavidyalay, Amravati
 ACKNOWLEDGEMENT

We feel very great pleasure while submitting this project

report
which is the important stone work in the important stone
work in the journey of the course .
We find no. appropriate words to express our gratitude to
guide
PROF. RACHANA RATHI MAM who helped in project
work
and showed us the right track with her knowledge ,skill
and techniques.
Date:- 11 December 2022
Place:- Amravati
Miss. Gunjan . R. Zambani
 TABLE OF CONTENT
NO. TOPIC

1 INTRODUCTION
2 FEATURES
3 MANAGEMENT BOARD
4 VALUES AND PRICIPALS
5 BUSINESS MODEL
6 PRODUCT AND SERVICES OFFERED
7 MERGERS AND ACQUISITION
8 MARKETING STRATEGY
9 SWOT ANALYSIS

10 TAGLINE OF MMT
11 KEY DECISION
12 MMT DURING COVID PANDEMIC
13 CONCLUSION
 INTRODUCTION

Make My Trip is an Indian online travel

company founded in 2000. Headquarter in
Gurugram ,Haryana , the company provides online
travel services including airline tickets, domestic
and international holiday packages, hotel
reservations,rail and bus tickets .
As of 31th march 2018, they have 14
company – owned travel stores in 14 cities, over 30
franchisee- owned travel stores in 28 cities, and
counters in four major airports in India .
MakeMyTrip has also numerous
international offices in New York, Singapore,
Kuala, Lumpur, Phuket, Bangkok and Dubai .
MakeMyTrip was founded by Deep Kalra an
alumnus of IIM – Ahmedabad.
It was found in US market in the year 2000 to cater
to the overseas Indian community for their US to
India travel needs. 2005- September : MakeMyTrip
started Indian operations in September 2005,
offering online flights tickets to Indian travelers .
The company also started to focus on non-
air business like holiday packages and hotel
bookings. In 2012, MakeMyTrip launched travel
mobile applications for windows Phone, iphones ,
Android and Blackberry devices. MakeMyTrip
route planner provides all the basic required
information on more than 10 lakh routes in India .
MakeMyTrip also offer metro train for Hyderabad
Metro.
The organization has also undertaken
certain steps to make travelling stress- free,
appropriate and pliable. MakeMyTrip offers
domestic as well as international hotel booking
facilities. Recently ,MMT also introduced a
selection of hotels handpicked by them ,with
guaranteed quality and reliability.
 FEATURES OF MAKE MY TRIP

Here are five reasons why it makes more sense to

make your hotel bookings online using the best
Indian online travel agent— MakeMyTrip.

 Largest Inventory. ...

 Competitive Pricing and Special Logged-in

Pricing. ...

 Pay at Checkout. ...

 Great Stays at Assured Hotels. ...

 Zero Cancellation Charges.

 VALUES AND PRINCIPLES

# Customer Focus: We use customer lens proactively to

anticipate and understand customer expectations . We keep customer
in the centre of our deliberations , decisions and debates to champion
their interest.

# Commitment to Results: We take the highest level of

ownership and accountability for every task at hand . We achieve
superior results and execute well even in the face of all odds.

# Continuous Improvement: We make ongoing efforts

to enhance our products , services and processes. We believe that
incremental changes are the cornerstones of breakthrough
innovations.
BUSINESS MODEL OF
MMT
 PRODUCTS AND SERVICES
OFFERED

# Flights and Hotels:- MakeMyTrip provides flights tickets for both

domestic as well as international travel. There are over 13000
hotels and guests houses in india that can be searched and compared online on
the website , ranging from luxury
to budgets accommodation .MMT now offers access to more than 184000 hotels
and customized holiday packages

for both domestic and international destinations.

#Bus and Rail Tickets:- MakeMyTrip offers online rail tickets

featuring return tickets with a single payment option ,flexible
Search and updates on the availability of tickets. It also offers bus tickets across
different catagories like

Volvo , Deluxe, Semi- Deluxe and sleeper Vehicles.

# Car and Taxi Rentals:- This features is provided in conjunction

with holiday package bookings.

# Mobile Solutions:- In 2012, MMT launched travel mobile app for

services like flights and bus bookings , hotel reservations and holiday .
 MERGERS AND ACQUISITIONS

NUMBER ACQUISITION COMPANY BUSINESS COUNTRY

/
INVESTMENT
DATE
1 May 2011 Luxury Tours And Travel Agency0 Singapore
Travel Private Limited

2 August 2011 Le Travenues Online Travel India

Technology Private Meta Search
Limited which owns Engine
Ixigo.com
3 November2011 My Guest House Budget Lodging India
Accommodation and hotel
operator
4 November 2012 Thailand’s ITC Group Tour Operator Thailand

5 November 2012 Hotel Travel Group (HT Travel firm Thailand

Group) Singapore and
Malaysia
6 February 2014 Easytobook.com (ETB) Online hotel Netherland
Operator

7 June 2015 Inspirock Online Travel USA

Planner

8 July 2015 Holiday IQ Online Travel India

Portal

9 July 2015 Bona Vita Technologies Travel start –up India

Private Limited
 MARKETING STRATEGY

# The company expanded its hotel and tourism package business by

implementing new technology , increasing automation , and focusing
more on customer services. It used a variety of marketing strategies
to attract customers while also preparing itself to provide the
customer’s desired services through increasing personalization .

# The company employs marketing strategies such as fundraising

through an issue of debt securities , social media marketing , email
marketing, and advertisements ( TV, Newspaper and holdings)

# One of the product , online ticket booking for transportation , is

popular with its customer base, and its value –added services provide
customer satisfaction . In terms of pricing , it offers customer
discounted online travel products . MakeMyTrip is using e-market as
platform for its business that customer can access from anywhere .

# For promotions , MakeMyTrip communicates and raises awareness

of its product and services through electronics banners on websites,
television commercials , and offline retail stores. Online
advertisement are intended to drive transaction , such as on
television , are assisting MakeMyTrip in establishing itself as a brand.
 Statistics and general
methodology

# Customer segments:- The customer segment of

MakeMyTrip includes customers of all age groups, especially
internet users, and youngsters. Corporate customers are also
part of their corporate travel segment, especially SMEs (Small
and medium enterprises).

# Key partners:- Different investors who have funded

MakeMyTrip time to time are key partners of the brand. These
include Tiger fund, Helion Venture Partners, SAIF Partners,
Sierra Ventures, Ctrip, etc. These firms invest in the company
from time to time.

# Key resources:- The key resources behind the growth

and success of MakeMyTrip are its human resources and other
organizational resources.

# Human resources:- The sustainable competitive

advantage of the brand is its people or human resources. The
workforce of the company is autonomous and independent.
The team members are likeminded young techies who possess
both managerial and technical skills. Another key resource of
the company is its proprietary technology, which has the
capability of a good search engine. Being user-friendly
platform technology, it provides offers based on the best
comparison.
The use of mobile technology for sales and service is
the main element in the success of MakeMyTrip. The policies
of the brand also play a crucial role in its success like the
recruitment policy of the company focuses on recruiting the
best talent carrying specific domain-specific skills so that site
visitors are served with highly customized and customercentric
solutions. Journal of Xi'an University of Architecture &
Technology Volume XII, Issue XI, 2020 ISSN No : 1006-7930
Page No: 568

# Key activities:- Different key activities of

MakeMyTrip include booking of the air, bus, rail tickets, hotel
booking, holiday packages, car hire, etc. Other travel-related
services that are offered by third party vendors like travel
insurance and visa processing are also accessible through the
company. Ma keMyTrip lets the users book air tickets, bus
tickets, buy holiday packages, book hotels and
accommodations and hire a car. Through MakeMyTrip, users
can also access other travel-related services provided by third-
party vendors like visa processing and travel insurance.
# Channels:- Different channels of MakeMyTrip are its
websites, through which travellers can search, book, plan, and
buy lots of travel-related products and services. These
websites include MakeMyTrip.com, easytobook.com,
hoteltravel.com, etc. Other channels are distribution channels
that are technology-oriented like travel stores, call centres,
the network of travel agents, and mobile service platform.

# Customer relationship:- MakeMyTrip focuses on

long term customer relations as their services are more
customercentric. It handles different issues or queries of
customers by themselves rather than passing them to other
agents. The company constantly improves its customer
support services by adopting advanced and latest technology.
For better customer service and their convenience, the
company has introduced three customer service channels i.e.
call centre, chatbots, and inapp self-service facility. Customers
can easily reach to the company for any query using these
channels. The chat interface of MakeMyTrip i.e. Myra and Gia
are in-house developed chatbots that are in natural language
and advanced too.
These have self-learning capabilities to cater
to the specific requirements of customers of the industry.
More than 80% of queries of customers are being addressed
by these chatbots and rest is taken care of by an offline
human agent. In its call centre customer care service, an in-
house CRM tool is designed i.e. MyDesk. It provides seamless
integration of chat and voice channels with analytical tools
and dashboards. This empowers agents by providing
necessary tools and information to deal with queries of
customers effectively. “Trip ideas” is another feature that is
developed to facilitate travellers in making decisions related
to travelling by guiding them in trip planning, destination
discovery, and identification of personal travel interests.
One more similar feature “Trip Assist” acts
as a personal travel assistant to customers to assist them
during their whole trip. Similarly, “Trip Money” is there to
support customers to take loan approval for buying their
desired tour-package.

# Key growth :- 1. MakeMyTrip initiated its

operations in 2000 as an online t travel portal which was
specifically focused on the travel market of US – India.
2. In India, it started operations in 2005 and
also, received major first stage funding from SAIF partners
i.e. the US $10 million (Rs. 44.28 crores).
3. Domestic holiday tour packages were
launched in 2008 for hotel searches and Indian travelers.
4. In 2009, the brand extended its services
into bus ticketing and provided the facility for multi-city
booking reservations. It launched makemytrip.ae for Emirates
mar
 SWOT ANALYSIS

STRENGTHS:-

1. Strategic acquisition of ibibo group and Bitla will help the

company grow.

2. Large numbers of active users visiting the websites

operated by the company.

3. Considered to be a lending travel company in India and

has high brand value

4. Comprehensive selection of services and product

offerings.

5. Use of an advanced scalable and secure technology

platform.

6. Customer focused approach of the company will help

garner profits.
 7. MakeMyTrip’s bus ticketing business has expanded
significantly as a result of the purchas of the ibibo Group
and the redBus brand.

8. The company will experience significant growth as a

result of all these tactical purchases.

WEAKNESS:-

1. COVID affected the travel sector which reduced the

revenues for 2020

2. Lack of formal agreements with travel suppliers for

tickets.
 OPPORTUNITIES

1. Expanding operations to new geographic ares.

2. Expand Our Services and Product Portfolio to enchance

Cross- Selling opportunities.

3. Focus on new strategic investments and acquisition may

help the company grow and expand.

THREATS

1. Strong competition present in the Indian travel industry

limits growth for the company.
 TAGLINE OF MMT

MAKE MY TRIP announces new tagline

DIL TOH ROAMING HAI ….

Why this shift, though? Well, holidays were mostly

about fun earlier and used to be an annual event for families.
But this is no longer true. In recent times, a holiday has
become part of a person’s lifestyle. Like financial and career
ambitions, people today have ‘holiday ambitions’ and give
equal importance to planning holidays.

They see a holiday as a way of living life, doing

something out of the ordinary, exploring new places. In
todaThis is where MakeMyTrip’s new tagline – Dil Toh
Roaming Hai – comes in. It focuses on the desires of the heart,
a little voice that motivates a person to start fulfilling his/her
travel dreams and live life to the fullest.y’s day and
age, Planning holidays have become events in themselves.

With inspiration, encouragement and stronger

customer connect, MakeMyTrip can play a pivotal role in
fulfilling a person’s travel ambitions. And of course, making
less-frequent travellers to give in to their wanderlust (we only
live once, right?)

There will be exciting times ahead for MakeMyTrip and

customers like you! With a multitude of offerings, you will
experience leisure travel like never before.

Put on those boots, get going and travel the world. After
all, dil toh roaming hai!
 Key decisions

1. Expand hotel and packages

2. Expand service and product portfolio to enhance

cross selling opportunities

3. Expand travel agents’ network

4. Enhance service platforms by investing in

technology

5. Spandex geographic markets

6. Pursue selective strategic partnership and acquisition

 MakeMyTrip during COVID
pandemic

➢ Covid19 made the world to suffer a very bad situation. All

over the world covid19 affected really badly. Many were
affected by covid19. Most of them survived, but some of them
lost their lives

. ➢ Covid19 affected most of the country’s economy. Their

GDP went down to negative also. Lock down, health issues,
joblessness everything affected people and countries very
badly. So many businesses shut down for ever. It created a lot
of jobless people in country. Likewise Make My Trip also got
bad effects due to covid19.

➢ Make My Trip (MMT) is an online business startup. It was

formed in 2000. But till this time, they didn’t much affect by
anything else like covid19. On march 25 India government
declared complete lockdown for 21 days. All domestic and
international flights stopped their services. Hotels and resorts
closed. Every industry got shut down for 21 days. But the
lockdown extended up to a period of 60 days in restricted
manner to prevent covid19.
 ➢ Make My Trip suddenly stopped all its functions and also
the booking was cancelled. They announced discounted hotel
accommodation to doctors in cities and tourism ministry has
launched a website to support stranded foreign travellers as
the country witnesses 21-day lockdown to battle Covid-19
crisis. Journal of Xi'an University of Architecture & Technology
Volume XII, Issue XI, 2020 ISSN No : 1006-7930 Page No: 570

➢ Make My Trip said it launched the initiative to support

temporary accommodation needs of medical frontline staff
fighting Covid-19 and will enable them to book from over 900
hotels across 200 cities at discounted rates

. ➢ In a statement, Make My Trip executive chairman Deep

Kalra said, "We are grateful for the courage shown by
healthcare workers and we want to assist them by providing
comfortable and subsidised accommodation options to these
heroic first responders."

➢ With most of the countries are under lockdown due to the

coronavirus pandemic, online travel aggregators such as
MakeMyTrip (MMT) have been severely impacted. Notably,
the share price of MakeMyTrip declined from $29.95 on
February 12 to an all-time low of $10.8 on Thursday, March 18
. ➢ In response to this situation, MMT’s founder and
executive chairman Deep Kalra and CEO Rajesh Magow, on
Tuesday (March 24), shared a revival plan with the company’s
employees.

➢ In a letter, they said that the company is reviewing its

operating costs. MakeMyTrip is also planning to undertake
multiple tough measures to minimise the overall expenses.
“Being an online company, the majority of our costs are
variable, however, the situation demands that we take a hard
look at all our fixed costs including people costs,” the letter
read

. ➢ Some of the measures shared by the top executives of the

company include reducing variable costs such as advertising,
sales promotions and payment gateway costs, along with
optimising IT infrastructure and expenses relating to the
functioning of our offices and other establishments. The
company is also cancelling all the scheduled events, training,
etc. MMT is also suspending all the brand-building expenses in
the following quarter as well. “There has been a sharp drop in
bookings with cancellations and the latest restrictions on
domestic air/rail/bus travel has brought our industry to a
virtual standstill,” the letter read.
➢ Additionally, the company is also reducing the costs on
employee front as well and to set an example both Kalra and
Magow are not taking any salaries effective April 2020.

➢ Rest of the leadership team have also offered to take

approximately 50% in their compensation. “All of the above
makes us confident that we would together be able to
weather this storm and come out stronger,” MakeMyTrip’s
top executives said.

➢ MakeMyTrip (MMT) will laid off around 350 employees,

comprising 10% of the workforce, citing slowdown in the
business due to global travel restrictions to contain the spread
covid-19.

➢ He added that all affected employees will be provided

medical coverage along with their families till the end of the
year. The company will also ensure gratuity payments, and
outplacement support for all the 350 employees. Before the
move on layoffs, the online travel company in April had
furloughed salaries of 3,000 employees. Before the move on
layoffs, the online travel company in April had furloughed
salaries of 3,000 employees.
 Conclusion

From current statics it shows Make My Trip is being

recovered from the covid19 impact. Deep Kalra and CEO
Rajesh Magow, worked without income for months in
covid19 situation. Now they are getting more business
with partnership of other business and startups

References

https://studiousguy.com/business-model-of-
makemytrip/#:~:text=MakeMyTrip%20works%20on%20
B2C%20
https://iide.co/case-studies/makemytrip-marketing-
strategy/
https://www.slideshare.net/SubhashGupta5/makemytr
ip