Saeed Inamdar

JET AIRWAYS

PREPARED BY –

July – September Quarter, domestic air traffic surged 21.5 % to20.12 million from 16.57 million

Total passengers carried in September 2015 increased 13.24 per cent Y-o-Y to 8.73 million from 7.71 million in September 2014

International and domestic passenger traffic grew 6.6 per cent and 15.5 per cent, respectively

International and domestic aircraft movements increased 7.5 per cent and 11 per cent, respectively, in September 2015

Over the next five years, domestic and international passenger traffic are expected to increase at an annual average rate of 12 per cent and 8 per cent, respectively

The airlines operating in India are projected to record a collective operating profit of Rs 8,100 crore (US$ 1.29 billion) in fiscal year 2016, according to Crisil Ltd.

AVIATION INDUSTRY IN INDIA

INDUSTRY GROWTH RATE

Founded by Naresh Goel on 1st april 1992, commenced operations on 5 may 1993.

Current CEO is Cramer Ball It is the second largest airline in India, both in terms of market

share and passengers carried, after Indigo. It operates over 300 flights daily to 74 destinations

worldwide. Its main hub is Mumbai, with secondary hubs at

Delhi,Kolkata,Chennai,Banglore.

HISTORY

Service life cycle for Jet Airways

Marketing Mix for Product 

PRODUCT PLACE PROMOTION PRICE

Physical good Retail Advertising Value Signalingfeatures Wholesale Public FlexibilityProduct lines Direct Relations PromotionalDesign Mail order Direct mail Price levelTechnology Online SEO DifferentiationUtility Multi channel Click through TermsConvenience Intermediaries Leaflets AllowancesQuality level Exposure PostersAccessories Transportation BrochuresPackaging Outlet location DemoWarranties Storage Sales peopleBranding Endorsements

PEOPLE PHYSICAL PROCESS

EVIDENCE

Management Facility design Purpose

Employees Environment Benefit

Training Interior Design Flow of activities

Engagement Interface Design Walk through

Customers Comfort Number of steps

Communicating Equipment Level of customer

culture / values Facilities involvementEmployee Research Signage Moments of truth

Employee dress

Expanded Marketing Mix for Services4 Ps ++

PRODUCT

Jet Airways – 1. First Class 2. Premiere Class 3. Economy Class Cargo - Product Ranges 1. Fresh Flowers 2. Household pets 3. Life saving drugs 4. Valuables and all other general goods Jet Konnect – The Boeing aircraft are configured in Business and

Economy class. The ATR aircraft are configured in a complete economy

configuration.

Product line

Jet airways gives high level of experience to customers

Positive experience creates word of mouth among various segments in market among friends,staffs and employees

Branding

Quality of comfort and pleasant atmosphere Special seating arrangements for disables

Convenience

Jet Airways has earned the distinction of receiving IATA Operational Safety Audit (IOSA) Registration.

Globally recognized and accepted bench marking and evaluation system for operational management and control systems of an airlines.

Quality Level

PLACE

Ticketing counters are available at airport for direct sales of ticket

Direct

Online booking - jet airways provides online booking facility through its state of the art website

Web check-in - Web Check-in lets you select your preferred seat and avail e-Boarding Pass.

The e-Boarding Pass is sent to your email address for the convenience of the customers.

Online

Hangars – A hangar is used to hold an aircraft

Storage

Warehouse – A large building were raw materials and goods are stored

Outlet Location Network Location of Jet Airways

PROMOTION

Indigo has 39 destinations across globe While Jet Airways has 73 destinations within India and across the globe. Etihad Airways, Jet Airways connect seamlessly from India to more of the world

  2011 2012 2013 2014 2015

Jet Airways 26.5 25.1 23.80 19.60 20.80

Indigo 20 27.30 27.40 30.70 31.6

Spice Jet 16.1 18 20.40 20.90 20.90

Others 37.4 29.60 28.40 28.8 26.7

MARKET SHARE

Magazines Hoardings

Advertising

Blood Donation Camp- Jet Airways, India's premier international airline

organizes blood donation camp at the Jet Airways Office in association with Prathama Blood Centre

Relief efforts in Jammu & Kashmir Jet Airways launched its inflight collection

programme the 'Magic Box' in association with the NGO Save the Children India (STCI)

Public Relations

Mr. Shah Rukh Khan is the brand Ambassador of jet airways

Endorsements

Brochure

Jet releases Jetstar brochure to help and guide the customers

PRICE

SALES

ROUTE CLASS JET AIRWAYS Indigo

MUMBAI - DELHI FIRST CLASS Rs 13,399 Rs 14,413

MUMBAI - DELHI BUSINESS CLASS Rs 46,108 Rs 46,582

MUMBAI - DELHI ECONOMY CLASS Rs 9,410 Rs 9,610

PRICING

Jet Airways provides various offers to the premium card holder customers

There is offers on tickets such as 30%, 20%, 10% based on the card they hold

Off season sales are also provided to the customers

Flexibility

Jet Airways provide different categories of cards to frequent fliers such as platinium card holders,gold and silver.

Promotional

Jet introduced four different slabs for one-way fares, based on the travel distance, and the fares are inclusive of all taxes.

Upto 750 km - Rs 2,250 750 km to 1000 km - Rs 2,850 1000 km to 1400 km - Rs 3,300 Beyond 1400 km - Rs 3,800 While SpiceJet sold tickets for travel between

February 1 and April 30, Jet Airways has put its tickets for sale for travel till the end of this year, making its offer more attractive.

Differentiation

The Price level changes as the customer is provided with more comfort and luxuries such as Business class,economic class,aisle seats

Business class Economic class

Price Level

PEOPLE

Different level of employees work for jet airlines i.e from ground level employees, pilots and air hostess

One of the biggest Indian airline companies with over 13,000 employees

Employees

Jet Previlige - 1. Check In at dedicated counters 2.Cancellation fees waived on fares 3. Priority Baggage Tagging

Customers

Employees are encouraged to report evidence of illegal or unethical behaviour

It is the policy of the company to not allow retaliation against any employee who makes a good faith report about a possible violation of this code.

Employees are encouraged to bring to the attention of the Audit Committee of the Company's Board of Directors any questions, concerns or complaints they may have regarding accounting, internal accounting controls or auditing matters.

Communicating Culture and Values

State of the art training is provided for 250 hours for 6 months

Training is given on latest and fully equipped

aircrafts This methodology is provided from last 20

years

Training

PHYSICAL EVIDENCE

Jet Airways provides different ambience and environment as per different class

The seating arrangement also changes as per the class the customer has choosed to be in

Facility Design

Every employee right from the ground level to pilot level is dressed appropriately to symbolize their brand.

Employee Dress

Jet Airways provides stylish crockery designed by foreign designers

Jet Airways provides comfortable pillows and mattresses so that travelling experience can be improved

Equipment

Jet Airways provides add on accessories to its customers -

1. Magazines 2. Jet Screen 3. Feedback

Other Tangibles

PROCESS

To be most preferred domestic airline by offering a high quality of service and reliable, comfortable and efficient operation

Purpose

Step 1 : Ticket bookingStep 2 : Issuing of ticketStep 3 : Luggage Check-inStep 4 : Check in Step 5 : Reaching the plane via airbus and vice versa

Number of Steps

Feedback mechanism is used by the Jet Airways to improve the productivity and quality of service provided to customers

Feedback Mechanisms – 1. Through website 2. Through questionnares

Level of Customer Involvement

• Jet Airways gives bonus of 500 rs to every customers irrespective of their choosen class

Tele Check in for silver, Gold, Platinum

Guaranteed reservation up to 24 hours for economic class for gold and platinum class.

Benefits

THANK YOU…