Presentation On:

Business Ethics

In

Tour & Travel Agencies

Group MembersName Roll No.

Harsh Dalal 1220 Karan Dave 1221 Neelam Dubey 1222

Rajesh Narkar 1237

Rashmi Shetty 1252

Deepali Todankar 1257

What Is Business Ethics?

• Business Ethics can be defined as written and unwritten codes of principles and value that govern decisions and actions within a company.

• In the business world, the organisation’s culture sets standards for determining the difference between good and bad decision making & behaviour.

Importance of Ethics For Tour & Travel Agencies

• Customer satisfaction.

• Fair competition.

• Global recognition.

• Decrease in frauds & crime rates.

• Preservation of nature and manmade monuments.

Governing Bodies For Travel Agents

• IATA (International Air Transport Association) /

UFTAA (United Federation Of Travel Agents Association)

• TAAI (Travel Agents Association Of India)

• TAFI (Travel Agents Federations Of India)

Code of ethics Set by IATA / UFTAA

• Manage regulatory affairs & policy matters.• Request and process all airline reservations for a

specific itinerary.• Provide service supplier for continuity of customer

service.• Issue ticket or other accountable documents in

accordance with actual status.• Adhere to time limits when making group

reservations.

Code of Ethics Set By TAAII) Member’s Relations With The Public

• Eliminate any malpractices.

• Staff be informed & updated.

• Knowledge of Procedure & Requirements of State & Central Authorities.

• Transactions should be Confidential.

• Advertising materials to acquaint the public with the advantages of dealing with a TAAI member.

• Logo should be incorporated in all undertakings.

• Member shall not imitate name, design, style, mark or pattern used by another TAAI member without prior permission.

II) Relations With Carriers & Other Principals

The TAAI Members shall:

• Follow fair dealings by presenting all carriers, hotels and other agencies which they represent.

• Make himself conversant with all tariff rules, regulations and be familiar with any changes introduced.

• Discourage receiving personal favors in conducting his business.

• For any complaint received by a client, TAAI shall give authority to the principal to make a full investigation regarding that matter.

Code of Ethics Set By TAFISafeguard the traveling public from exploitation by

unscrupulous and unreliable so-called Travel Agents.Safeguard the interests of the traveling public .Consistent improvement in the standard of service.Awareness and updated information on travel.Promote mutual cooperation among members of TAFI

ensuring healthy growth of the Travel Industry. Protect the interests engaged in the industry.Safeguard the interest of the Travel Agents.Ensure compliance of Rules & Regulations &

Guidelines set by the Consulates, Government Authorities, Airlines etc.

Companies Studied Large Scale :-

• Thomas Cook

• SOTC Middle Scale :-

• Raj Travels

• Kesari Tours Small Scale :-

• Samartha Krupa Travels

• Heart Holidays

Ethics in Thomas Cook• No hidden costs in packages.• Tickets are booked as per the requirement.• All tour related information is disclosed:

- Schedule informed well in advance.- Proper instruction is provided regarding the visiting location.

• Time management is followed strictly.• Certification of tour guide is compulsory.• Efforts are made to keep the environment clean on

tour.• A Doctor accompanies the passengers on tour.• First aid kit is made available for every tour.

Unethics in Thomas Cook

• Delay in refund in case of cancellation

Ethics in SOTC• No hidden costs in packages.• Tickets are booked as per the requirement.• Time management is followed strictly.• Certification of tour guide is compulsory.• On call doctor is available on every tour.• Food quality is always up to the mark. • First aid kit is made available for every tour.• SOTC also provides medical insurance for

passengers on certain trips especially foreign trips and pilgrimage trip in India.

Unethics in SOTC

• Documents are not verified by the agency.• Refund is not provided after cancellation of tour from

passengers’ side and only minimal in case of cancellation from their side.

Ethics in Raj Travels• No hidden costs in packages- “One Nation One Price”.• Tickets are booked as per the requirement.• All tour related information is disclosed:

- Schedule informed well in advance.- Proper instruction is provided regarding the visiting location.

• Trained tour guide is preferred.• Efforts are made to keep the environment clean on tour.• A Doctor is available on call on tour.• First aid kit is made available for every tour.

Unethics in Raj Travels

• There is no proper time management.

• There is no consistent policy with regards to refund policy.

Ethics in Kesari Tours • Tickets are booked as per the requirement.

• All tour related information is disclosed:

- Schedule informed well in advance.

- Proper instruction is provided regarding the visiting location.

• Time management is followed strictly.

• Certification of tour guide is compulsory.

• Efforts are made to keep the environment clean on tour.

• A Doctor is available on call on tour.

• First aid kit is made available for every tour.

Unethics in Kesari Tours

• Hidden Cost Strategy to attract customers.

Ethics in Samartha Krupa Travels

• No hidden costs in packages.• Tickets are booked as per the requirement.• All tour related information is disclosed:

- Schedule informed well in advance.

- Proper instruction is provided regarding the visiting location.

• Time management is followed strictly.• A Doctor is available on call on tour.

Unethics in Samartha Krupa Travels

• Documents are not verified before any foreign tour.• There are hidden costs in packages to attract

customers.• Often a customer has to pay extra for visiting a

particular place on a tour.• There are often complaints regarding cleanliness in

environment on tours.

Ethics in Heart Holidays• No hidden costs in packages.• Tickets are booked as per the requirement.• All tour related information is disclosed:

- Schedule informed well in advance.

- Proper instruction is provided regarding the visiting location.

• Time management is followed strictly.• Efforts are made to keep the environment clean on

tour.• A Doctor is available on call on tour.

Unethics in Heart Holidays• Documents are not verified before any foreign tour.

Suggestions• Customers should be made aware of the rights they hold

and also alternatives for voicing their complaints and seeking justice.

• Strict enforcement of rules and regulations of governing bodies to the industry to meet the standards.

• Complaining procedure should be simple for the customer. There should be direct contact between customer and governing bodies.

• A committee should be formed to keep a watch on travel agencies so that they cant even think of unethical practices.

Thank You!!!