Jet Airways (India) Ltd.

Presentation
Naresh Goyal & Jet Airways

Submitted By :- Omkar Gurav :- 2013016

Omkar Vedak :- 2013017
Pinky Thakkar :- 2013018
Poonam Rai :- 2013019
Prabina Mothiravalli :- 2013020
Prajakta Sawant :- 2013022

1 1
Chairman’s Profile

Naresh Goyal, the founder Chairman of Jet Airways, India‟s premier airline, has over 4 decades of
experience in the Civil Aviation industry. In addition to his responsibilities at Jet Airways, Mr. Goyal was
also appointed Chairman of JetLite in 2007, following the acquisition and subsequent re-branding of the
erstwhile Sahara Airlines Limited.

After graduating in Commerce in 1967, Mr. Goyal joined the travel business with the GSA for Lebanese International Airlines. From
1967 to 1974, he underwent extensive training in all facets of the travel business through his association with several forei gn airlines.
He also travelled overseas extensively on business during this period.

With the experience, expertise and technical know-how thereby acquired, in May 1974, Mr. Naresh Goyal founded Jetair (Private)
Limited with the objective of providing Sales and Marketing representation to foreign airlines in India. He was involved in the
development of traffic patterns, route structures, operational economics and flight scheduling, all of which has made him an authority
in the world of aviation and travel.

In 1991, as part of the ongoing diversification of his business activities, Mr. Goyal took advantage of the opening of the Indian
economy and the enunciation of the Open Skies Policy by the Government of India to set up Jet Airways for the operation of scheduled
air services on domestic sectors in India. Jet Airways commenced commercial operations on May 05, 1993.

With his vast experience in the field of aviation, Mr. Goyal currently serves on the prestigious International Air Transport Association
(IATA) Board of Governors for the year 2009-2010, having earlier served on the Board from 2008 – 2009 and 2004-2006.
Chairman’s Profile
Mr. Goyal is the recipient of several national and international awards, including:
On November 16, 2011, in a unique honour, Belgium conferred the "Commandeur of the Order of Leopold II", one of the country‟s
highest civilian distinctions, to Mr. Naresh Goyal, for his meritorious service and efforts to foster business and cultural ties with
Belgium.
Re-elected to the prestigious IATA Board of Governors from 2011 - 2013 (August 2011)
„Hall Of Fame‟ honour from Hotel Investment Forum of India (2011)
Prestigious Lifetime Achievement Award by the Travel Agents Association of India (TAAI) (August 2010)
„International Entrepreneurs of the Year‟ award at the house of commons, UK - Naresh Goyal and Anita Goyal (February 2009)
Honoured at the fourth edition of the prestigious CNBC TV18 India Business Leader Awards, in the „Taking India Abroad‟ award
category (January 2009)
Business Person of the Year award by UK Trade & Investment at the prestigious India Business Awards (September 2008)
'Man of the Year' award by the Belgian Aviation Press Club (APC) (April 2008)
„Travel Entrepreneur of the Year‟ award at the 19th annual TTG Travel Awards (October 2007)
TATA AIG - Lifetime Achievement Award (September 2007)
First Profit Business Award 2006 (July 2006)
First BML Munjal Award for Excellence in Learning & Development in the Private Sector category (January 2006)
Featured by Business Week as one of the five leaders from India in the Asia Edition cover story- „Stars of Asia - 25 Leaders at The
Forefront of Change.‟ (July 2005)
„Aerospace Laurels‟ for outstanding contribution in the field of Commercial Air Transport (February 2004)
„Outstanding Asian-Indian‟ award for leadership and contribution to the global community given by the Indian American Centre for
Political Awareness (November 2003)
„Distinguished Alumni Award-2000‟ for meritorious and distinguished performance as an Entrepreneur‟ (October 2000)
„Entrepreneur of the Year Award for Services‟ from Ernst & Young (September 2000)
„Aerospace Laurels‟ for outstanding contribution in the field of Commercial Air Transport (April 2000)
Frequent Flyer Program - JetPrivilege
With JetPrivilege, members enjoy a truly rewarding experience with unique privileges across five membership tiers: Blue, Blue Plus,
Silver, Gold and the exclusive Platinum. JetPrivilege members can expect to earn more miles, enjoy more benefits, quicker tier
upgrades and easier tier retention, enhanced rewards and easier redemption.

JetPrivilege has won Freddie Awards considered 'Oscars' of frequent flyer programmes across the world, for five consecutive years
including the most coveted 'Program of the Year' Award 2007 and 2006 for the Japan, Pacific, Asia and Australia region.

Key features that make the JetPrivilege programme a winner

Ease of enrolment Bonus JPMiles on e-Services
Five membership levels Redeem JPMiles
Faster tier upgrades Purchase JPMiles
Easier tier retention Transfer JPMiles
Personalized web access JPMiles Upgrade
Multiple mileage earning opportunities Cash Upgrade
JetPrivilege membership updates on SMS Cash N Miles
Global partnerships Benefits of JetKonnect

Customer Satisfaction Strategies

Corporate Partnerships
Codeshare Partners: As Jet Airways expands its wings over international skies, we are also actively entering into codeshare
relationships with various international airlines to enable our guests to fly to more destinations than ever before on Jet Airways
marketed flights.

Jet Airways places its marketing code on the following routes operated by its codeshare partners:
Air Canada Garuda Indonesia Qantas
All Nippon JetKonnect South African Airways
Brussels Airline Kenya Airlines Thalys
Etihad Malaysian Airlines United Airlines

Interline Partners: Interline eTicketing is the latest ticketing method, which allows two carriers to electronically sell tickets on each
other on a single document. Jet Airways has 145 Interline Partners of which 95 are Interline eTicketing Partners. All existing
eTicketing eligible sectors of Jet Airways and the below Interline eTicketing Partner are applicable for Interline eTicketing.

JetPrivilege Partners: frequent flyer program, JetPrivilege boasts of 140 partners across various categories like airline, car
rental, co-brand card, codeshare, conversion, dining, eRetail, lifestyle, entertainment, hotel, lifestyle, publishing, retail and
telecommunication.

Through Check-in Partners: They offer through check-in facility for our guests travelling on our flights and connecting on 42
through check-in partner airlines across the globe.
Awards

2013
“Wines on the Wing” award in Global Traveller magazine.
Monitor Award for Best In-flight Meal in Economy for 2012
Freddie Awards 2013 for „„Best Promotion for JetPrivilege's 20% discount for online redemption of JPMiles and „Best Loyalty Credit
Card: JetPrivilege HDFC Bank Credit Card‟
Best use of Customer & Data Analytics award at the 6th Loyalty Award 2013
Best Domestic Airline at CNBC Awaaz Travel Awards 2013

2012
Lonely Planet Magazine Travel Award 2012
Triple honors for JetPrivilege Programme at the prestigious Freddie Awards 2012
Customer & Brand Loyalty Award In “Domestic Commercial Airlines Sector”
Favourite Full-Service Airline at the Outlook Traveller Awards 2011
Coveted Digital Marketing award at Indira International Innovation Summit

2011
NDTV Profit Business Leadership Award 2011
Best Domestic Airline award by the Travel Agents Association of India (TAAI)
Best Airline in Central/South Asia and India at Global Traveller Reader Survey Awards 2011
Best Long Haul Airline Ex Brussels - Travel Magazine Awards 2011
„Best Domestic Airline‟ At CNBC Awaaz Travel Awards 2011
Jet Airways conferred three prestigious awards at the "Times Travel Honours 2011"
Rated Best On Time Performer Amongst Scheduled Domestic Airline in March 2011
eCommerce @ Jet Airways

Technological innovation is an integral part of Jet Airways‟ business strategy. Their focus has always been to use cutting edge
technology to enhance guest experience by implementing innovative products that will ensure a seamless customer experience.

As the world hails e-age as a revolution in consumer convenience, Jet Airways has been keeping its guests ahead by launching
technologically-advanced customer touch-point services.

Website: Jet Airways website, jetairways.com, is India's leading travel site, which is available in 35 country sites and 18 multilingual
sites in 7 languages, providing a complete travel solution offering flight bookings, hotel bookings and travel insurance.

Log on to our multi-country & multi-lingual website where you can benefit from a host of services, offers, rewards and much more,
every time you visit. With 35 country sites and 18 multilingual sites and 24x7 real-time content updates, you can be assured of
viewing customised offers and content in your language preference.

You can book air tickets with Jet Airways, JetKonnect and other partner airlines like British Airways, Lufthansa, Air Canada, Brussels
Airlines, Etihad Airways, Malaysia Airlines, Qantas and United Airlines.

Technological Innovation
eCommerce @ Jet Airways

JetMobile: JetMobile is a real-time and fully automated service designed to provide you – our esteemed guests, with instant
information on your mobile phone – be it for bookings, flight status, check-in, JetPrivilege account updates or simply searching for the
lowest air fare.

WAP Site: We have tailored our website to fit your mobile phone! You don‟t need to get near a computer to access jetairways.com;
you can do it from your GPRS enabled mobile phone anywhere anytime by simply logging onto m.jetairways.com and access a range
of services.

Mobile Ticketing: Book your tickets while on the move. Jet Wallet – our innovative Mobile Ticketing solution - offers a new booking
channel and is a convenient and highly secured booking option.

IVR Ticketing: Our Interactive Voice Response (IVR) based payment and ticketing service is a booking facility that we provide
through our 24x7 call centre to book and pay for your eTickets over an exclusively customised and secure Interactive Voice Response
(IVR) system.

Technological Innovation
Un-controllable Factors & Solutions
Crisis 1: 1900 Employees Sacked and Then Reinstated
Jet had been constantly incurring losses since 2007-08."Buying Sahara was a big
strategic mistake by Jet. This happened at a time when Jet was growing aggressively
on the international front and facing tremendous competition in local market‟, said the
India head of the Centre for Asia Pacific Aviation (CAPA).
The first sign of real trouble in Jet became apparent in 2008 when Naresh Goyal
entered into an operational tie-up with arch rival Vijay Mallya‟s Kingfisher.

Sacking of 1900 employees

According to Jet, the layoffs were "unfortunate" but "unavoidable" because "everybody
is bleeding" as the cost of business has gone up by 30 percent and the alliance is aimed
at reaping "maximum synergies." "The economic viability of the industry has been
severely affected by the record high fuel prices and most recently due to the crisis of
the financial markets globally and the downturn in traffic," Jet Airways said in a
statement. "Jet Airways expects these difficult market conditions to continue.“

Reinstatement of 1900 employees

Jet Airways chairman Naresh Goyal, in a dramatic press conference late on Thursday
night, said his airline would take back each and every one of the 1,900 sacked Jet
employees because he understood their pain and “would not be able to sleep
peacefully” if he did not reverse the retrenchments.

“I apologize for all the agony that you went through,” Mr Goyal said, his statements
directed at the retrenched staff.
Un-controllable Factors & Solutions
Crisis 2:
The Pilots Revolt
Formation of the NAG

The retrenchment and then the reinstatement saga had bred insecurity among the
employees. The airline pilots did not have any union and being contract employees
could be shown the door anytime. It was reasoned that the current financial crisis may
badly affect the lives of the younger pilots who may be laid off any time as the mass
sacking had indicated. This led to the formation of the National Aviators Guild the NAG.
On July 24 2009, the NGA - National Aviators Guildwas registered by the Regional
Labour Commissioner. Captain Sam Thomas and one of his colleagues played a
significant role in the formation of the Union.

The Email Announcing the Termination of Service

On July 31, 2009, the two senior pilots of Jet Airways, who were both office-bearers of
the newly formed NAG, were dismissed. They were sent a single-line e-mail stating
that their services were terminated with immediate effect and no reasons were
assigned for the same. Management alleged that the two captains went around
coercing pilots into signing the union membership form. The pilots on their part
maintained that their request for discussion and representations were ignored by the
management. According to the pilots their appeals fell on deaf ears; NAG issued a
strike notice on August 24, 2009.
Challenges in the Indian Aviation Industry

• The domestic carriers in India reported a combined loss of

USD 1.6 billion for the financial year (“FY”) 2012-13

• High taxes on fuel, high airport and operational costs continue to

plague domestic airlines.

• Among a comparison of 140 countries, it was seen that Indian

ticket taxes and airport charges are 24th highest.

• Another major cost component for Indian airlines is the

maintenance, repairs and operations (“MRO”). Currently
there are only 2 MRO facilities in India, which results in most
maintenance and operation activities to be conducted outside
India.
JET EHIAD DEAL
• Jet and Etihad entered into an
agreement to link their frequent
flyers programs. Etihad has now
agreed to invest USD 150 million
into (“JetPrivilege”),
• Rebuilding Jet :- The strategic
investment by the Abu Dhabi-
based Etihad Airways in Jet
Airways could be a Game-
changer .
• According to the deal, Jet will be
issuing 27.2million shares to Etihad
for Rs 754.7 apiece totaling Rs
2,060 crore
• The deal is a positive as Jet will be
able to refinance its high-cost debt
and improve its cash flows. In
addition to improving its balance
sheet, the company can also look at
expansions, both in the domestic as
well
Utilizing Aircraft Efficiently
Various Parameters Relating to the Utilization of Aircraft Efficiency at Jet Airways

One of the key elements of the company‟s Business Strategy is maintain high daily Aircraft Utilization,
which represents the average number of block hours operated per day per Aircraft for the total aircraft
fleet.

High daily aircraft Utilization allows to enhance the efficiency of is operations and Generate more
Revenue

Aircraft Utilization is reduced by delays resulting from the following factors, beyond Control
of Airline

• Security Parameters
• Air traffic and Airport Congestion
• Adverse Weather condition, especially in North-India during Winter months
• Defects or Mechanical Problems with Aircraft of the Airline
• Unavailability of Cockpit and in-flight crew
• Strikes or Work Stoppages and
• Acts of third Parties upon which Airline rely for requirements such as fueling and maintenance
A major Cause of concern for Jet Airways expansion of its business is to include new
Destinations and More frequent Flights on existing Routes.
Pricings & Revenue Management
Jet Airways offers Several fare Options as given below :-

• Economy and club Premier Fares;

• Discounted fares for Senior Citizens and defense personnel;

• Advance Passenger excursion or APEX fares Using Yield Management

• „One fare‟ scheme that allows passengers to buy four or six coupons fopr a fixed fare
and use them on any sector

• „Night Saver‟ fares are offered for night flights, operated by Jet on Certain routes.

• US Dollars fares and „visit INDIA' fares for overseas travelers

• „Check fares‟ are offered to the customers on certain flights with no requirement for
advance booking. These are different from APEX fares as no need for advance
bookings.

Jet Airways derives its revenue primarily from transportation of passengers on its
aircraft. In addition, it also earns revenues from carriage of Cargo.
 Market share

Combined 29.0%

Air Deccan
15.4%
Indian 16.0% Kingfisher 13.6%

JetLite 7.4%
SpiceJet 10.2%
Combined 29.4%

Jet Airways Paramount 1.2%

22.0%
Go Air 4.3%
Indigo 9.9%

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Pricings & Revenue Management
Jet Airways' revenue management strategy: Developing new value propositions
for the passenger market in face of stiffening competition

Revenue optimization at Jet Airways is done through network rationalization, seat

inventory optimization and margin maximization. Their focus currently is on being a
network carrier. They are also keen on maximizing their network connectivity to and
from their international gateways. "The airline is looking at mediums to take
passengers beyond the gateways,"

Revenue maximization according to them is an outcome of the combined efforts of

people working for an organization, good execution and technology. One of Jet Airways
revenue management practices is that different passenger segments exist at different
time bands throughout the day and they cash in on opportunities available to increase
revenue.

Jet Airways plans shift to network-based model

Its current revenue programme works on individual flights

Even as it is battling the current downturn in travel, Jet Airways has started work to
migrate to a network-based revenue optimization programme.
Yield Management
Yield Management :- It tries to utilize existing fixed Capacity most
optimally to maximize the overall Revenue.
Jet Airways yield management practices enable it to respond to and
anticipate market changes. Past booking history, season ability, the effects
of competition and current bookings trends are used to forecast demand.

Passengers Revenues are dependant on „Passengers Load Factors‟

• Capacity measure in terms of Available Seat Kilometers or ASKMs.

• Utilization measures in terms of Revenue Passenger Kilometers RPKMs.

• Passenger Load Factor, is used by revenue customers.

• Net passenger revenues, representing passenger revenues less

commission paid to GSA and travel Agent

• Yield, derived by dividing the net passenger revenues by revenue

passenger kilometer

• Break even factor defined as passenger load factor that will result in
revenues equal to total expense less Cargo revenues
Class of Service
They pride in providing world-class service coupled with warm Indian hospitality. So
you can expect as high a standard of service on the ground, as you‟d do in the air.

Moreover, our professional internationally trained staff goes to extra lengths to ensure
you have a comfortable and relaxing flying experience.
Welcome aboard Jet Airways, one of the world‟s finest airlines.

Class of Service on international Jet-Konnect

Jet-Konnect, the new all-economy service, with the same world whole lot less.

Jet-Konnect is a no-frills all economy service on specific routes/flight timings, designed

to meet your need for affordable fares in these trying times. It will complement the Jet
Airways‟ full service product. So, with Jet Airways and Jet-Konnect, we will be able to
cater to all your needs on the Jet Airways network
within India.

All Jet-Privilege members using Jet-Konnect service will enjoy the accrual and
redemption benefits of the Jet-Privilege programme.

Your entire journey/experience right from the time of making the booking, airport
experience, in-flight experience will be managed by Jet Airways.
For example, at the airport, the check-in, queries, transfers etc. will be managed by Jet
Airways and its staff as always.
JetEscapes – Our Holidays Product
JetEscapes provides you with the get-away you want while taking care of the nitty-gritty - right from your flights to your meals, on-
ground conveyance to tours and excursions.

A range of innovative JetEscapes travel packages in association with India's leading hotels and resorts. Packages are inclusive of
return airfares.

Let your holiday be a break from everything, including the hassles of planning for it. Our all-new JetEscapes provides you with the
getaway you want while taking care of the nitty-gritty. Right from your flights to your meals, on-ground conveyance to tours and
excursions, we‟ve got it all laid out for you.

More than 750 packages to over 100 destinations in India and overseas offering theme-based holidays of Honeymoon,
Adventure, Beach, Wildlife and so on

JetEscapes holidays are priced competitively at affordable rates and include return air travel, airport/local transfers, hotel stay in 3 / 4
/ 5 - Star categories, sight-seeing, travel insurance and much more

They also provide customised packages to the destinations where Jet Airways operates.

JetPrivilege members have the added advantage of earning 5 JPMiles on every Rs.100 spent

JetEscapes packages can be booked through our dedicated JetEscapes Service Centre or any IATA approved travel agent in India.

Service Quality….
Service Quality….
• Infant and child care
• Expectant mothers
• Unaccompanied minors
• Medical case
• Extra seat
• Guests with disabilities
• Travel with pets

Services Sales
• Jet has since put its rivals to shame by offering high-quality service,
comfort, and reliability, yet it operates on a break-even of 65 per cent seat
sales - 20 per cent below that of many rivals.

The Branding Tagline of Jet Airways „ The Joy of flying’ and it reflects in the
quality of services it provides to its passengers.
Current Affairs
Jet Airways flight to London marks inaugural departures from Mumbais New Terminal 2
Date: 12 Feb 2014
The all new state-of-the-art international integrated terminal T2 at Mumbai‟s Chhatrapati
Shivaji International Airport today commenced operations with the inaugural flight of Jet
Airways, India's premier international airline, to London Heathrow. The airline has already
carried out terminal process proving flights to establish the operational and logistical
readiness

Jet Airways JetPrivilege wins prestigious 7th loyalty awards 2014

Date: 10 Feb 2014
Jet Airways, India‟s premier international airline, was adjudged winner of the coveted 7th
Loyalty Award 2014 for the “Best Loyalty Program in Service Sector” at The Lalit Hotel in
Mumbai. The award was received by Mr. Kaushal Satam, Head - JetPrivilege, Jet Airways in
the presence of an august gathering of industry stalwarts. The 7th Loyalty Summit Awards
2014 were presented by AIMIA, India.

Etihad deal: FIPB seeks information on Jet Airways' former owner Tailwinds, wants
details of companies owned by Naresh Goyal

MUMBAI: The $379-million (2,059 crore) deal between Jet and Etihad continues to
face regulatory headwinds even as the two carriers are stepping up the integration of
their networks and top management teams.
Prajakta Sawant Roll No :- 2013022