THE TRANSPORTATION INDUSTRY

A SERVICE SECTOR MANAGEMENT REPORT

INDEX
1. AIRLINES AND RAILWAY TRANSPORT AS SERVICE 2. APPLICATION OF 8P MODEL 3. BLUE PRINTING 4. AIRLINE INDUSTRY a. INDIAN AIRLINES b. SAHARA AIRLINES c. JET AIRLINES 5. INTERVIEW 6.INTRODUCTION TO INDIAN RAILWAYS 7.TYPES OF TRAINS IN INDIAN RAILWAYS a. PALACE ON WHEELS b. RAJDHANI AND SHATABDI EXPRESS c. ROYAL ORIENT d. KONKAN RAILWAYS e. OTHER TRAIN PACKAGES f. HILL RAIL JOURNEYS g. GOODS TRAINS h. LOCAL TRAINS IN MUMBAI 5. RAILWAY CATERING 6. CLASSES 7. RESERVATION 8. RECOMMENDATIONS 9. ANNEXURES

RAILWAY AND AIRLINE TRANSPORTATION SERVICE

In the 5 kinds of Market Offer, services of transportation be it airlines or railways, take the shape of Major Services Accompanying Minor Goods. If we search for the value added by Tangibles Vs Intangible elements of goods and services in the grid, airlines and railways take place in high intangibles and low tangible elements category.

Explanation:
Airlines: People definitely form a part of the service offered. The airlines have the responsibility of taking care as to which people will use what product. If one customer travels in a B class of the airline, he/she will definitely expect a particular class of customer seated next in terms of conduct and behaviour. The service provider (Airline Management) here needs to take care and create a quality by differentiating different people for different services. The airhostesses/cabin crew/staff need to have good technical and interpersonal skills to manage the customer behaviour. Railways: In the similar manner, different kinds of facilities are provided to passengers travelling in various classes. For example, the food in Ist AC is a seven-course meal while that of a 2nd AC is a three-course meal. Even in terms of security, there is a difference. Hawkers or individual sellers on the stations are allowed to enter in the 2 nd class compartments of the train to sell food and other articles. However, this is definitely not permitted in AC compartments. Also there is an attendant to cater to the needs of passengers in AC compartments. There exists more Variability of Operational Input and Output . The standardization in services becomes a little difficult but not impossible. For example, two people travelling in the Economy class of Air Sahara, at the same time and use the same services. But still the experience and perception of service will be different by the both of them. No inventories after production: Physical services cannot be stored and stocked. However, labour facilities can be kept ready but not the service. Time factor becomes very important here. Service providers always try to speed up their services as people are ready to pay more if they can save a little of their precious time.

APPLICATION OF 8P MODEL

1. Product Elements: Transportation is the Core Product for Railways as well as Airlines. However, the supplementary products differ as follows: Telephone/Internet Food/Beverages Reservations Rest Rooms Transport Blankets/Pillows Entertainment 2. Place and Time: In the transportation industry, time, place and channels, form a very important part. Speed is extremely important. Customers can not afford to wait for services to be offered after a very long time. For example, Passengers prefer to travel by Rajdhani Express taking into consideration the high speed service that it offers. Similarly, time and place are the determinants of the organization. 3. Process: Here, to create product elements and delivery, one has to have an efficient process with design and implementation, to deliver effectively and efficiently to the customers. Badly designed process will only annoy the customers, and will reflect on the job of the organization. Following is the example: Airlines: Reservations cause a lot of hassles. It takes more than 15 minutes to check in Often delay in flight schedules Baggage damaged/not found Food not served on time according to the specifications Railways: Blankets provided are not clean. Compartments are dirty and filthy Delay in train schedules AC does not work. No water in wash rooms All these are service failures, due to bad process design. 4. Productivity and Quality: better services lead to greater word of mouth publicity. The Airline is set to be more quality conscious. Also the customer expectation rises. Therefore, knowing that the expectations are high and the response is great, the staff, be it for railways or airlines, tend to be more productive. Safety/Security Baggages

5. People: Consumers perception of service is by assessment of the people who provide the services. It is very important in Airline industries. That is the reason, why Airlines are highly conscious while selecting the Airhostesses, crew as well as ground staff employees. In the railways, however, that much care is not taken while employing as they dont face competition from private players. The general perception in the minds of people about Airlines is that of a polite, sincere, efficient and attentive staff which is completely different to that of railways wherein, people/passengers have had the experience of rude, rash, and mis-behaved, and hard talk employees. 6. Physical Evidence: In airlines, the interior spacing between chairs and seats, the cabin crew, the staff, equipments like plates for food etc, meal served fresh towels, etc are all visible cues that provide a certain tangible experience. Quality aspect is also determined by these Cues. The visible Cues make a maximum impact on the customer. In railways, also, the physical evidences are comfortable seats and sleeping berths, sliding tables for meals, Blankets and pillows provided the food and beverages, pantry cars, etc. 7. Price and other User Cots: Airlines are often in cut throat competition. Service organizations look in for slashing prices in order to attract more passengers towards their airline. Recently Indian Airlines slashed prices by 15% and so was reciprocated by most others like Jet, Sahara, etc. however, the various transport modes are also trying to reduce the burden on the customers by: Speed Reduced time No physical and mental effort No unpleasant sensory experience etc. 8. Promotion and Education: through communication, the merits of the service are known by the customers. It also encourages them to take action towards the communication via feedback. For example Airlines promote their services, their publishing advertisements in various media like internet, Television, Radio, Billboards etc. while in Railways, the ads are telecast on T.V. channels like DoorDarshan. BLUE PRINTING: Every Service has a blue print which is a complete design to mange complex process of service .Its a visual portrayal or drawing of plan. Given below is blue printing of Boarding And PreBoarding Procedure in airlines as well as railways this is once reservation of tickets have been done. Airlines: Parking Area private cars as well as Taxis Trolleys are provided for loading baggage Security Checking of Baggage and passenger Check in desk for Baggage/ticket confirmation Baggage is weighed and only then checked in Hand Baggage Tags are given along with Boarding pass At relevant boarding Terminal boarding passes are checked along with passengers ID card and then are aided to their plane. Once they enter the air hostess show them their seat.

Railway: Parking Area is provided for private and taxis Platform tickets are provided for people accompanying passenger till the train Coolie carry luggage Inquiry Counter for information on arrival of train/platform no:/whether its delayed or not Reservation can be confirmed on the notice board provided on platform Catering Facility /also wash rooms/waiting rooms/STD booths are provided for passengers Various sign boards indicate where the passengers compartment will arrive. LAYERS AND FEATURES OF SERVICE MAP

Process
S E R VI C E S T R U C T U R E F r o n t S t a g e b a c k s t a g e

Customer Travels By The Train Or Airline Person At Ticket Counter, Ticket Collector, Pantry Car Servers, Coolies, Persons Supplying Sleeping Material Etc./Air hostess, Steward,etc Cleaning Staff, Cooks, Driver Etc./Pilot, Cleaning Staff etc Marketing And Advertising Staff Of Railways, Human Resource Department, Engine Department.

Line of interaction Line of visibility Line of interaction internal of

Line implementation

Critical Incidents Or Critical Moments: Customer/ Passenger forms a part of the Service Delivery through out. He is involved from the pre consumption stage to the post visit feedback. The service provider, (in this case Rail or Airline Management) must anticipate the customers needs and reactions at all the stages of the service being provided (especially in the areas of Encounter between the Management and the Customer). Such encounters are called the Critical Moments that are very crucial in Service. In Critical moments, the service manager can design the service delivery systems that will guide interaction between the service provider and the user. The Quality Aspect Transportation is one important area where a passenger not only spends his/her Time, but also a lot of Money. The transportation industry is slowly coming across a greater need for Quality Service. After investing a lot of time and money, if the particular mode of transport (Air or

Rail) does not satisfy the customer, he/she might not complain of the service but shall probably go ahead with shifting of the service provider. In this industry, from the customers point of view, different consumers will assess quality in a different manner. The various determinants of quality for a layman shall be: The Speed The Food Served Attitude of the Staff The Ambience, Cleanliness etc inside the Air/Rail Bus The Quick service during Reservations etc However, in this sector, quality is based more on the User Based Approach. This is highly debatable because not all customers have an equal view or an equal experience. For Example: In Airlines someone, might like an Airhostess for her polite behaviour. At the same time, someone might not like the same Airhostess considering that she is not smart enough. Quality lies in the eyes of the Beholder! Customer As A Co-Producer: The various modes of transport are now getting more customer focussed and quality conscious. The Railways and Airlines are gradually finding the need to encourage customers be a part of the organisation. There are 3 Levels to determine the Customer Participation: Low - Service rendered regardless of any Individual Purchase Moderate Provision of service requires customer participation High Service is created from customers purchase and active participation The Transportation Industry as a whole comes under the category of Low Level Customer Participation. Customer presence is expected during the delivery. But, the service is provided regardless of any Individual Purchase. For example: Any Train running from Borivali to Church Gate, or vice versa, will run even if there are only a couple of passengers travelling in it. The entire train will not dis-function just because there are not enough customers to travel. Even with a single passenger, the services of transport by the train will be rendered to its optimum. INTRODUCTION FOR AIRLINES As airlines struggle to gain market share and sustain profitability in today's fiercely competitive and economically demanding environment, they must develop new ways to manage their customer relationships to optimise customer loyalty and revenues. What tactics should airlines use to acquire, develop and retain customers with greater precision and improved results? Is better service sufficient? The airline industry has reached a crossroads. The effects of the worldwide economic slump and the aftermath of September 11th attacks have severely impacted airline economics and viability. While the U.S. and certain European markets were most severely impacted, airlines

worldwide are striving to both regain and improve profitability. Many have focused on operational improvements to reduce costs, but the customer cannot be ignored. Customer relationships must be fostered for airlines to maintain competitive advantage and profitability in the long term. Airlines' immediate focus is on cost reductions in driving to more efficient operations. However, many airlines are turning to customer relationship management (CRM) as a tool for managing customer relationships. Unfortunately, in many cases, they have failed to recognize CRM as a holistic strategy, instead viewing it as synonymous with their frequent flyer programs. In order to manage the customer more effectively across all lines of service, airlines must change their approach to CRM in a number of ways: Customer segmentation -- Airlines need to recognize that mileage-based segmentation is inadequate, whereas value-based and needs-based approaches can help guide investment decisions and drive greater insight into the needs of high-value customers. CRM initiative development -- In order to differentiate themselves from the competition, airlines must abandon a "fast follower" approach to CRM initiative development, in favor of investing in initiatives with a high return, which respond to the needs and desires of their own customers. Organizational design and management -- Airlines need to instill a service mentality in their employees, empowering them with a complete view of the customer and clearly articulating the employee's role in the CRM strategy. By taking steps to implement a truly consumer-centric approach to relationship management, an airline will be better positioned to acquire, develop and retain high-value customers. Through the development and implementation of customer analytics and decision-support technologies, airlines can begin to use customer information not only to differentiate service levels based on customer value, but also to drive crucial operational decisions. In the end, an airline's CRM program becomes a platform for achieving both near-term operational efficiency and long-term relationship management and growth.

INDIAN AIRLINES: HISTORY, NETWORK AND INFRASTRUCTURE

History: An Introduction to Indian Airlines: In 1953, a new dream took shape that was to air link the vast South Asian subcontinent by a single, modern, and efficient airline. The Airline was Indian Airlines. Today, Indian Airlines, together with its fully owned subsidiary Alliance Air, is one of the largest regional airline systems in Asia with a fleet of 60 aircrafts, 5 wide bodied Airbus A300s, 38 Fly-by-wire Airbus A320s, 11 Boeing 737s, 2 Dornier D-228 aircrafts and 4 ATR-42. Indian Airline's has been setting the standards for civil aviation in India since its inception in 1953. It has many firsts to its credit, including introduction of the wide-bodied A300 aircraft on the domestic network, the fly-by-wire A320, Domestic Shuttle Service and Walk-in Flights. Its unique orange and white logo emblazoned on the tails of all its aircraft is perhaps the most

widely recognized Indian brand symbol that has over the years become synonymous with service, efficiency and reliability. Network: Not just Connecting India The airlines network spans from Kuwait in the west to Singapore in the East and covers 75 destinations - 59 within India and 16 abroad. The Indian Airlines international network covers Kuwait, Oman, UAE, Qatar and Bahrain in West Asia, Thailand, Singapore, Yangon and Malaysia in South East Asia and Pakistan, Nepal, Bangladesh, Myanmar, Sri Lanka and Maldives in the South Asian Sub-Continent. Infrastructure: World-Class maintenance & Training facilities The airlines aircraft maintenance facilities are of the highest international standards. Indian Airlines has developed state-of-the art facilities for all aspects of maintenance, including engine overhaul. These facilities are used not only by Indian Airlines but also by other airlines from time to time. Our training facilities for Pilots are integrated at Hyderabad where Commanders and Captains are trained in all types of aircraft in the Indian Airlines fleet. Stateof-the-art full flight simulators are available for A300, A320 and B737. Several international airlines also avail of these training facilities. Indian Airlines' continuous technology up gradation also extends to other areas such as Reservations, Passenger Handling Systems and Customer Service. People: The National Airline Indian Airlines is presently fully owned by the Government of India and has total staff strength of around 19600 employees. Its annual turnover, together with that of its subsidiary Alliance Air, is well over Rs.4000 crores (around US$ 1 billion). Indian Airlines flight operations centre around its four main hubs i.e. the main metro cities of Delhi, Mumbai, Calcutta and Chennai. Together with its subsidiary Alliance Air, Indian Airlines carries a total of over 7.5 million passengers annually. New Introductions: Golden Edge Club (From 1STJuly2003) Indian Airlines has its Golden Edge Club. A premium club introduced for the Flying Returns members. The club is for the members who are high end-users and therefore deserve much more care and attention as well as higher rewards Privileges As a member of our Golden Edge Club one can now also look forward to a host of special benefits, offers and privileges. To begin with: Personalised Membership Card A Special Kit, containing a personalized Golden Edge Club Membership Card, two Upgrade Vouchers and a Special Golden Edge Club Baggage Tag.

Bonus Mileage Points on Flying Returns Membership 25% extra mileage point bonus can be earned over and above normal accruals (depending on class of travel) on Indian Airlines or Alliance Air flights on domestic and SAARC sectors. Additional Baggage Freedom to carry an additional 20 kgs of extra baggage on A-300 and A-320 and Boeing aircraft. No excess baggage is however, allowed on ATR-42 and Dornier-228 aircraft. Personalised Check-in At the time of booking ticket and at the airport (Delhi, Mumbai, Kolkata, Chennai, Bangalore and Hyderabad) a dedicated check-in counter has been set up. Priority Confirmation It refers to Priority confirmation from the waitlist. Immediate family members (spouse and children) can enjoy the same privilege when they travel with the member. Upgrades Member or his/her nominee enjoys the exclusive privilege of moving up one class higher. Two upgrade vouchers are provided with the kit. Guaranteed Seat Reservation If reservation for a seat in Business Class cannot be confirmed immediately, a member is offered an option of a guaranteed seat in Economy Class on the same flight, for bookings made 24 hours in advance. Platinum Member Card and IA Netfundu Kids Club. The joy of flying Indian Airlines doesn't end with the flight ! Indian Airlines is proud to launch the IAnetfundu.com. Platinum Member Card and IA Netfundu Kids Club. As a privileged member, one shall receive a cool IA Kids Pack with hi/her personalized Membership Card, a set of personal visiting cards, coloring pencil, your personal copy of the IA Netfundu.com Magazine, filled with interesting facts, things to do, coupons with good offers and discounts, and loads of contests and prizes to be won. One can flash the Platinum Membership Card at partner stores across India and get fundu deals and discounts from Nike, Pizza Hut, Boston's Cyber kids Academy, NIIT and many other member outlets across the country. Meal Service: Who does the Cooking? IA provides meals and beverages on all flights. The meals are provided by leading hotels like The Taj Group, Oberoi's, and ITDC to ensure quality service. How IA selects your menus The airline offers vegetarian and non-vegetarian options on major meal flights. Besides, continental and Indian variations are also offered on- board major meal flights. Catering to the health conscious clientele...

That's not all. IA also offers salt-free/fat-free and sugar-free diet meal on major metro routes. These diet meals are available in limited numbers and therefore you may indicate your preference to the cabin crew, before they begin the meal service. Meal norms: What you get through the day? The meal norms are fixed with great care. When deciding the meal for a particular flight, the scheduled time of departure and arrival, as well as the duration of the flight are considered. Accordingly, the following meal services are planned. Breakfast Lunch/ lunch snacks Dinner/ dinner snacks Coffee Tea High tea 0700-0840 hrs. 1300-1415 hrs. 2000-2145 hrs. 0845-0915 hrs. 1030-1300 hrs. 1630-1830 hrs. 1930-2000 hrs. 1030-1230 hrs. 1630-1830 hrs.

Meal Upliftment: Why you should indicate your meal preference? Indian Airlines makes an effort to ensure that passengers get the meal of their choice.

Extra vegetarian and non-vegetarian meals are provided in addition to the flight meals read out. Extra vegetarian meals are also provided on special days of the week such as Tuesdays for flights out of North India, Thursdays for flights out of East India, etc. Extra vegetarian/non-vegetarian meals are offered on flights depending on the concerned sector.

In spite of the above precautions, the airlines sometimes run short of vegetarian or nonvegetarian meals. Therefore, all passengers are requested to clearly indicate their personal meal preference at the time of their booking itself to ensure correct meal service. Menu planning & control: To Ensure food quality To ensure that the best quality of food is served on IA flights, the food is catered from reputed five star hotels. Besides, sampling of food is done periodically and food is checked for presentation and quality before supply on flights. Efforts Of Indian Airlines Towards Boosting Domestic Tourism Indian Airlines offers holiday packages involving air travel, hotel accommodation, surface transportations and sightseeing for promotion of tourism in the domestic market. These holiday packages known as "Flyways" offer a single window convenience to a passenger to shop for

his travel, hotel stay, sightseeing, food and local transportation requirements in one go. These packages also offer a wide range of hotels to suit the individual budgets. With their focus on offering affordable packages to the middle class travellers also, other packages have been re-launched with a much wider range of hotels including three star, four star, as well as five star properties according to the needs of the customer. Economical packages are being offered with the single window convenience and with more discounts on Indian Airlines fares as well as a wider range/rates of hotels. The procedures for booking packages have been made easier by providing Online Reservation Facility for hotels. Simpler procedures for promotion for the travel trade/agents would now offer better facilities to the customers. Indian Airlines Cargo: Logistics in Indian Airlines - Strength Indian Airlines is primarily a passenger-oriented airline. After meeting the passengers baggage requirements, available load and space on flights are utilized for carriage of cargo. The three types of aircrafts of IA are Airbus 300, Airbus 320 and B-737. With 100% seat factor, the following aircraft-wise loads are available: -

Aircraft A-300 A-320 B-737

Available Tonnage (approx.) 10 tons 5 tons 3 tons

IA has a distinct edge over other competitors in the Indian domestic market. A 300 aircraft is a cargo friendly aircraft and is capable of carrying big and odd size cargo in unitized mode with pallets and containers besides carrying cars. In general Indian Airlines airlifts wide variety of commodities, which include perishables (i.e. Vaccines, fruits, vegetables, flowers etc.) live stock, valuable cargo and general cargo commodities meant for exports like readymade garments, machine parts and mail etc. The range of product and services include movement of domestic cargo with flexi pricing policy, express cargo, door-to-door services and on-board courier services besides carriage of international cargo within the country as well as to other destinations. Indian Airlines Cargo is an ISO 9002 division certified by M/s. LRQA, which is an internationally known company for certification of quality systems. In addition Indian Airlines strength lies in the large network, available infrastructure (warehousing and x-ray facilities), experienced manpower and a commitment for better service over the other competitors. Further, new strategic alliances with European Cargo, Emery worldwide and GATI Cargo Management Services have been drawn up based on committed tonnage / revenues in the domestic and international markets. They launched a new scheme called FAK (freight of All Kinds) for price sensitive customers of Indian Airlines Cargo. For time sensitive customers, Indian Airlines offers committed space on specific flights.

SAHARA AIRLINES
Sahara Airlines is a part of the Sahara India group, which has business interests in parabanking, mass communication, housing & infrastructure, international trading domestic marketing of consumer products and television. Sahara Airlines commenced operations on 3 December 1993, with one Boeing 737-200. The airline has completed Ten years of successful business operations in India. The airline now has a fleet of two 737-400s, two 737-200s, one 737-700 and four Twin Engine Euro copters. SAL operates to 13 destinations in India with 28 flights daily offering a seat capacity of 1.2 million per annum. The airline has two main hubs, at Delhi and Mumbai. It employs 1,700 highly qualified, experienced and dedicated staff including 91 Pilots, 105 Flight Crew who have received intensive training at British Caledonian. The Technological Edge SAL's present fleet-strength includes advanced B737-700 aircraft and four new advanced helicopters (Dauphins and Ecureuils). The airline has invested over Rs. 50 crores on aircraft maintenance and computerized the inventory to ensure high dispatch reliability and on-time performance. The engineering department is fully equipped to conduct routine maintenance and heavy maintenance line 'C' checks and engine changes. Advanced ground support systems ensure that proper technological standards are maintained. The entire frontlines systems are totally automated. The next phase of automation includes computerization of revenue management, flight plan operations, engineering and crew fostering. The airline intends to invest approximately US$ 2 million, in a phased manner, on information technology. Engineering The group has a large engineering base at New Delhi. It intends to enhance the engineering facilities at Mumbai in tune with the expansion programme. The engineering base is supported by well-addressed systems from the Malaysian Airline System. The airline also has a large force of skilled and experienced engineers and technicians. SAL also has its own NDT Shops, wheels and brake assembly shop, battery charging shop, avionics shop and seat repair shop. It is the only private domestic airline to have its own hangar for aircraft maintenance. The airline has successfully completed one 'D' check and seven 'C' checks. It is also the only private domestic airline to have self-maintenance capability. SAL was recently asked by Lufthansa to do a major maintenance job on three B737-200s, which included a 'C' Check. SAL offer's international standards of in-flight services for both Sahara Royale and Sahara. Special emphasis and attention is accorded to in-flight cuisine. Major Air Routes in India:

 Mumbai to Delhi-Bangalore-Lucknow-Patna-Calcutta- Dibrugarh- Guwahati-GoaPatna Bangalore to Mumbai-Lucknow-Goa-Patna Chennai to Delhi Delhi to Chennai-Dibrubarh-Guwahati-Goa-Lucknow- Patna-Calcutta-Mumbai Goa to Delhi-Mumbai-Delhi-Bangalore Calcutta to Patna-Lucknow-Mumbai Global Distribution SAL has GSA representations in USA, UK, Middle East, Singapore, Malaysia, Bangkok, Nepal, Mauritius, Bangladesh and Sri Lanka. The airline also has interline agreements with 50 international airlines including British Airways, Lufthansa, Singapore Airlines, KLM, Northwest, Qantas, United Airlines, Delta, Air France and Air India. SAL is an associate IATA member and also a member of IATA Clearing House. The next phase will see SAL increasing interline agreements from 50 to 75. The airline is also looking at major representations in Europe, Australia and Asia Pacific. An international library An international library on board includes a choice of international dailies, magazines and the latest best sellers. Ground Services Providing the best, SAL offers telecheck-in facilities at major airports in the couple. The airline has computerized departure control system at Delhi, Mumbai, Chennai, Bangalore and Goa. Entire frontline systems are totally automated. SAL is also the first domestic airline to have a 24-hours toll-free service at Delhi and Mumbai. Sahara Food: Gourmet food... 32,000 above sea level Sahara India Airlines offers its business class passengers a choice of cuisines on board. Passengers, who book their meals 24 hours in advance, may choose to have either a Thai or an Italian or a Chinese or a French or an Indian meal. Sahara also offers a variety of breakfast choices. You may opt for an American breakfast or a Brit breaker or an energy and health meal. But remember order it in advance. The in-flight catering is our sourced from the Oberoi Flight Kitchen at Delhi and Mumbai. Specific personal dietary needs are anticipated and provided including special meals like Jain-meals, diabetic- meals and child-meals.

Sahara Royale has a unique concept of customized meal offer. The passengers have a choice of Thai, Mexican, Italian, Chinese and continental cuisine. Health food is being incorporated in the special the plan. Sahara Aviation Academy SAL is the only private domestic airline to have a dedicated aviation training academy. This academy is equipped with all the facilities and covers all the inhouse training requirements of engineering, commercial, operations, inflight crew and catering departments and provides complete training solutions. International Recognition: Sahara Airlines won the World Travel Market 1997 Global Award for its quality of service. The award was presented to Mr. UK Bose, CEO of SAL, at the opening ceremony of the World Travel Market at Earl's Court on 17 November 1997 by Christos Poputsis, senior member of the European Commission. This recognition reinforces the high quality of the airline's services. The Pacific Area Travel Writer's Award for the 'Best Domestic Airline for Business Travel in 1997' was also presented to Sahara Airlines on 10 March, 1998 at the International Tourismus Bourse (ITB) at Berlin. Achievement: SAL has achieved very high percentage reliability in our schedule. The performance since 15 February 1999 is as follows:

Despatch reliability 99.80% On-time performance 97.60% Customer satisfaction 94.02%

Breaking news: Last month, Air Sahara won the Pacific Asia Travel Association award for their innovative schemes called Sixer and Super Sixer, enabling frequent travelers to avail of a substantial discount on fares PROMOTIONS: Air Sahara's new discount scheme Air Sahara has reduced its fares by at least 50 per cent on most flights. This means, an Air Sahara journey will now cost only a little more than a second-class AC railway ticket. A passenger booking five-nine days in advance will get a discount of 10 per cent on the basic fare, while those booking 10-14 days in advance will get a 20 per cent discount. The percentage of discount increases to 45-50 per cent for bookings 15-19 days before the journey. The highest discount of 57-58 per cent is available for bookings made 30-45 days before the journey date.

JET AIRWAYS
Introduction for Jet Airways India's major domestic airline, the government run Indian Airlines, flies extensively throughout the nation and into neighboring countries. Its sister concern Alliance Air runs on secondary routes covering India totally. The country's international carrier, Air-India, also operates domestic services, principally on the Bombay-Delhi, Bombay-Madras, Bombay-Calcutta, & Delhi-Calcutta routes. Second to Indian Airlines is Jet Airways, which handles 200 schedules in India on daily basics. Other private operators are Sahara, Span Air, and Gujarat Air etc. Kindly refer Schedules section for detail flight operations. Jet Airways endeavors to make the passengers travel comfortable and convenient. Following are the important aspects to be kept in mind for Jet air travelers in India. Also refer Travel Tips section for Air travel. Baggage and Baggage Allowance: Baggage may be carried into the passenger cabin or checked into the cargo hold. Passenger's free entitlement is as follows: Economy class Adults or child: 30 kgs, Infant: 10 kgs, First/Executive Class adult or child: 40 kgs. Infant: 10 kgs. Baggage weighing more than the free allowance will be paid for by rates calculated per excess kilo of weight. Hand Baggage and Security Checks: All baggage whether checked in or carried in hand is subject to security check. Security regulations allow only one piece of hand baggage into the passenger cabin. Infant and Child Care Jet Kids is a special programme for the younger patrons of Jet Airways. Children between the ages of 2 to 12 years need not just look forward to the excitement of flight take-off and landing, for Jet also has other surprises for them. There are exciting gifts for children on board, to occupy their agile minds and to make their flying experience more enjoyable. Also there is a special Child Meal for kids. This meal however needs to be booked 24 hours prior to flight departure. Also, in case the passenger requires any assistance for changing nappies, Jet cabin crew is glad to be of the passengers assistance. Fares for Children & infants: All infants under 2 years accompanied by an adult and not occupying a seat are charged 10 % of the basic fare. Additional infants under two accompanying the same adult or occupying seat and children over two years who have not reached their twelfth birthday are charged 50 % of the basic fare and ATT. Children may travel unaccompanied only under certain conditions. Refunds:

Refunds are made to the passenger or to the approved Travel Agent who purchased the ticket. Tickets purchased in cash from the airline office can be cancelled at the same or any other office of the airline. Tickets purchased through a recognized Travel Agent will be refunded to the Agent only. Refund charges on Domestic Flights - Adult/Child tickets Rs. 100, Infant tickets-Nil, Refund on tickets where flight delayed/cancelled - Nil. International ticket Refund administration charge-Rs. 200. No refund can be made against lost tickets. Wheel Chair Assistance Handicapped and infirm passengers who require assistance during boarding, disembarking and evacuating the aircraft can make a special request while booking their flight. To avail of this facility the passenger has to inform the reservation staff at the time of reservations. Jet Customer Service Staff at the airport will arrange for this assistance and an attendant with a wheelchair will assist them while boarding and alighting the flight. Expectant Mothers Expectant Mothers till 35 weeks of pregnancy can travel on Jet Airways flights provided there are no prior complications. Expectant mothers after 35th week till 38th week of pregnancy may be permitted to fly on Jet Airways provided the expectant mother has a fitness to fly certificate from her treating obstetrician and she is accompanied by at least a MBBS doctor. Post delivery, the mother is permitted on Jet Airways flights along with her baby only after 7 days from the date of delivery of the baby. Expectant mothers are requested to contact the Cabin Crew as soon they board, as they would need assistance while deplaning. Whilst making booking the customers should advice the reservation department about his/her travel. Unaccompanied Minors A child between the age of 5 years and 12 years travelling alone is termed as an Unaccompanied Minor (UM). A child under 12 years is treated as an unaccompanied minor even though accompanied by a passenger who is 13 years but less than 18 years. When an unaccompanied minor is entrusted for travel, no effort is spared in providing special attention to him or her. This should give confidence to parents/guardians regarding the ability of Jet to look after their children whilst travelling with Jet. The child is escorted to the aircraft and handed over to the Senior Flight Steward (SFS). On arrival at the destination the arrival staff will receive the UM from the SFS. Jet ensures that an unaccompanied minor is never left alone at any point of time, as it is we are responsible for the child. Unaccompanied Minors are seated near the galley so that the crew staff can keep a close eye on them. At the destination, the UM is handed over only to the person stated in the UM form. If necessary, proof of identity may be requested.

Medical Emergencies (MEDA) Jet has a new simplified process of handling carriage of Medically ill passengers (MEDA). MEDA passengers will be accepted on board only if they are found 'fit to travel', at Check-In. Even though prior clearance might have been given to the MEDA Passenger, if at Check-In a passenger is found 'not fit to travel' by our Jet Airways doctors, he/she will not be allowed to travel. Travelling with Pets Carriage of pets in B737 aircraft is permitted only in the aircraft hold provided the pet is properly caged In such cases excess baggage will be charged for the pet including the cage on actual weight basis and will not be clubbed with free baggage allowance of the passenger. Live pets are not allowed in the cabin. Carriage of pets however, on ATR services is not permitted. Jet Airways will not accept "Seeing-Eye dog" or "Service dog" accompanying a deaf passenger or a "pet dog" in the cabin of its aircraft. Live animals must be carried in escape-proof, leak proof containers of proper size. It should have ample ventilation and be properly labelled indicating the content and destination. The container must be strong i.e. not made of chewable material. The height of the box must be equal to the height of the animal in standing position and twice in width of the animal across. The container must be properly secured. Excess baggage is charged for the live animal including the weight of the container, irrespective of the Free Baggage allowance of the passenger. Passenger Safety and Comfort Safety is of vital importance to Jet. Hence, they lay great emphasis on the maintenance of their aircraft. Their staff of 560 engineers and technicians, with 5 to 20 years of aviation experience, ensures that they conform to international safety standards. Jet has developed in-house engineering and maintenance capability to carry out annual checks of their aircraft. Jet has installed the Aircraft Maintenance and Engineering System (AMOS) for better inventory control. Since inception, Jet has had a tie up with Airlines Rotables Limited for supply and overhaul of spares and maintaining an adequate consignment stock. Safety Inside the Aircraft Experience has shown that excess cabin baggage is a safety hazard and can increase accidents in-flight. It can impede quick and safe evacuation in an emergency. Overloading the overhead bins can cause luggage to fall out, and increase the possibility of injury. The comfort of passengers is also compromised when the cabin is cluttered with unsowed cabin baggage. To ensure passengers' safety and comfort, Jet urges all passengers to observe the Indian Government's regulations permitting ONE piece of cabin baggage per adult passenger.

Using your Mobile Phone Mobile phone is an important business tool. However, it is important to know that when used in the aircraft - even when the aircraft is on the ground - a mobile phone can interfere with the instrumentation in the cockpit, and adversely affect the safety of the flight. Jet is greatly concerned by the increased use of mobile phones in the aircraft, both in the air and on the ground. Even if one is not actively using your mobile phone, it is still making a low level transmission when the power is on, which impacts the sophisticated systems on board. Government regulations require keeping your mobile phone in the 'power off' mode while on the aircraft. One can switch it on only after disembarking from the aircraft. Jet Mobile Waiting at the airport can be quite tiresome and often times very time consuming. Therefore to save the valuable time and make things a little more convenient, Jet has initiated the Jet Mobile service. This service enables one to check flight information on ones mobile phone, at places where this service is being provided. One can use Jet Mobile for information on Flight Schedules, Flight Status or to set Flight Alerts. This facility puts flight information virtually at the passengers fingertips. Passengers will henceforth receive automatic SMS flight alerts on their mobile phones informing them about their flight status when a flight is delayed beyond 30 minutes of scheduled departure. This will facilitate passengers to pack more into their busy schedules. To avail Jet Mobile service, passengers will have to provide their mobile phone numbers when they book their tickets through their travel agent or the airline. As a Jet Privilege member, one need not give the mobile number each time one books a ticket, provided the Jet Privilege membership account is updated with ones current mobile number. Validity of Tickets: All Jet passenger tickets for domestic travel are valid for one year from the date of issue of Rupee paid tickets. Tickets issued for travel on international sectors or purchased on US $ fare, are valid for one year from the date of commencement of the journey, or the date of issue of the ticket as the case may be. Updating the Jet Privilege Membership Account While the airline has one of the best on-time records, there are, at times, factors beyond human control, such as fog in the northern region during winter, which lead to unforeseen delays. This service will obviate spending unproductive time at airports. Jet Mobile allows users to retrieve Jet Airways flight information on the mobile phone. Passengers flying Jet Airways can also check their flight status, flight schedules and even set flight alerts on their mobile phones. Jet Mobile service is now available across the network and is compatible with all the service providers.

Jet Airways cargo: The Single Source Logistics Provider Jet Airways is a nationwide transportation management company, committed to provide international airlines a means of transporting cargo beyond their gateway ports to over 170 inland cities throughout the United States and Canada. Jet Airways is dedicated to providing the finest Single-Source Logistics Provider Services available anywhere. Jet Airways is an industry leader in providing its clients with the most accurate and immediate shipment information available. Explanation of Jet on its Logistics Services We pride ourselves on having one of the finest cargo facilities. Efficiency, reliability and a professional approach are our hallmarks. With a fleet of 39 modern and next generation aircraft, our huge network, warehouses across the country and bonded warehouses in select cities, Jet Airways cargo is equipped to handle just about all your cargo requirements. Whether it is perishables, livestock, fresh flowers, life-saving drugs, dip mail, live animals, hard currency, jewellery, gold, silver, or even eye-corneas, our excellent facilities ensure that the cargo reaches its destination on time and in perfect condition. Jet Airways cargo facilities are used by Couriers, Postal Department of the Government of India, International Airlines and leading Financial Institutions not to mention Multinational companies and foreign embassies /consulates who prefer their cargo to move on Jet Airways due to Time-bound commitments. The Courier Companies dispatch courier materials due to on-time reliability. International Airlines choose Jet Airways for their out-bound International connections so that the bonded cargo can reach its final International destination on time. Financial Institutions choose Jet Airways to move their foreign currencies and other valuables. Companies dealing in bullion and other precious material also choose Jet Airways due to the Security advantage and on-time commitment. Acceptance of Cargo Shipments are accepted directly from the shipper or through agents. International carriers tender their cargo directly to Jet Airways on their Airway Bill. Direct Shipper's have to tender shipment under Instructions for Despatch of Goods duly filled with complete details of the shipment, origin, destination and additional handling information if any. Responsibility of the Shipper Shipper is obliged to comply with all customs regulations and all other government regulations relating to the packing / marking / labelling for air-carriage. Acceptance of Categorized Cargo: Live Animal

Shipper has to comply with the current IATA Live Animals Regulations and complete all required formalities. Shipper or his authorized agent, consolidator and indirect carriers must provide and sign a special certification for each shipment. Shipper is responsible for competent packing / labeling / marking in accordance with IATA regulations for carriage of live animals. If feeding of the animal is required then shipper has to make such prior arrangements and confirm it in writing. Shipper has to ensure consignee is present to accept delivery immediately on arrival at destination. Live animals are accepted with a minimum.

RECOMMENDATIONS - Airlines
1. Delays: Though delays do not occur on a regular basis in Jet and Sahara, but are almost a routine thing for Indian Airlines. Statistics show that two out of five times, the airways are delayed. Though the delays may occur owing to a variety of reasons, it is the duty of the Airline service industry to make the people aware about the reasons for the delay and provide adequate services to the passengers waiting at the airport for the departure of the flight. The information regarding the delay is seldom made readily available to the passengers and it is the passengers who themselves have to enquire regarding the same. Hence, there needs to be greater communication network, openness and stricter control to reduce the delays. 2. Food: It is often noticed that once the food is made for the airline according to its specifications, it is hardly redone. People have the worst experiences when it comes to food. There have been complaints of stale food, vegetarian passengers being served with nonvegetarian dishes and vice- versa. In such cases, the staff and the management is held to be responsible. Greater accountability and responsibility needs to be undertaken in this area as this can be one of the major turn-offs affecting the goodwill of the organization and leading to a shift in the customer loyalty. 3. Staff on the Airlines: Air Hostesses are an indispensable part of the airline service industry that have direct interaction with passengers and usually expectations are attached to the airhostesses. According to a survey conducted by AC Neilson, not many passengers in the age group of 18-25 like to travel by Indian Airlines. The reason for this is, though ironic it may sound, Airhostesses. They prefer any other airlines because of the younger airhostesses they employ as compared to The Indian Airlines. The survey also suggested that 75% of the people in the age group of 18-40 travel by Jet only because of the airhostesses. Also, the airhostesses must be properly trained to satisfy passenger requirements. They should be polite and must be able to respond well to the enquiries made by the passengers. Also, the remaining crew of an Airline Service Industry including the pilots, stewards etc too form a very important part of the service rendered in terms of cleanliness or delivery of medical services etc. 4. Baggages: This is one of the major areas of maximum customer complaints. Most baggages are lost during transit. If not lost, they are returned after a long period of time, usually weeks

and months, making it really inconvenient for the passengers to collect them later. Also due to delay in receiving their baggages, the customer is enraged and helpless in a different place. Also at times there may be damage to the baggages while boarding them on to the aircraft. Hence it is recommended that there should be a stricter control on the administration related to transfer, management and delivery of baggages during transit. 5. Airport Ambience: People generally while waiting for the flight arrivals, need to wait on the airport for a very long time. It tends to get very tiring and suffocated due to presence of large number of passengers in a limited area especially when the flights are delayed. Hence, it should be ensured that the passengers are properly taken care of and all the necessary facilities are provided to them during this period. Also, there should be enough lighting at the airport. There should be adequate seating arrangements for all the passengers. People should be provided with comfortable seats. There should be an enough variety of cafeterias for snacks and lunch in case of the flight delay. 6. Sanitation: There needs to be a provision of clean toilets with a proper water supply. Toilets should be cleaned at least twice a day in order to maintain the hygiene. There should be enough cloak rooms and bathrooms (at least 2-3) so that the long queues in such areas on the airport can be avoided. 7. Old models of planes: In certain organizations very old models of planes are used as a medium of transportation from one place to another. In order to avoid any discrepancies, the airplanes need to be checked on a regular basis. In case of any damage renovations need to be undertaken on time. The industry should take into consideration that it is the life of many passengers as well as that of the staff which is at stake. Hence, special care needs to be taken to ensure the safety of these passengers.

INTRODUCTION-INDIAN RAILWAYS
India is a land of diverse culture and Indian Railways play a key role in not only meeting the transport needs of the country, but also in binding together dispersed areas and promoting national integration. Truly, Indian Railways have emerged as the sinews of the Indian economy and have reached out to bring together the great Indian family. Railways traverse through the length and breadth of the country covering 63,140 route kms as on 31.3.2002, comprising broad gauge (45,099 kms), meter gauge (14,776 kms) and narrow gauge (3,265 kms). As the principal constituent of the nations transport system, Indian Railways own a fleet of 2,16,717 wagons (units), 39,236 coaches and 7,739 number of locomotives and manage to run 14,444 trains daily, including about 8,702 passenger trains. They carry more than a million tonne of freight traffic and about 14 million passengers covering 6,856 number of stations daily. Indian Railways have been the prime movers to the nation and have the distinction of being one of the largest railway systems in the world under a single management. Railways being the more energy efficient mode of transport are ideally suited for movement of bulk commodities and for long distance travel. As compared to road transport, the railways have a number of intrinsic advantages. Railways are five to six times more energy efficient, four times more efficient in land use and significantly superior from the standpoints or environment impact and safety. Indian Railways, therefore, rightly occupy pride of place in the growth and

development of the nation. Railways, being the prime infrastructural sector of the country, need to expand and develop to keep pace with the growth of Indian economy. In national emergency, railways have been in the forefront in rushing relief material to disaster stricken regions. The Indian Railway system is managed through zones and operating divisions. As per the Separation Convention, 1924, the Railway Budget is presented to the Parliament ahead of the General Budget.

TRAINS IN INDIA
The rail network in India is very extensive and takes you to the remotest corners of the country. You can either opt for a holiday on tourist trains such as - Palace on Wheels, Royal Orient, or choose the super fast trains for traveling, such as - the Shatabdi and Rajdhani Express or even travel by regular trains, which are divided into 15 zones. The Indian Railways has the Indrail Pass facility for foreign visitors where they can travel anywhere without any route restriction within the validity of the pass. In addition, the foreign tourists have a special quota on many trains and they can easily get the tickets by paying in foreign exchange.

I. PALACE ON WHEELS
The Palace on Wheels travel package takes you to a vibrating journey to the royal land of sand dunes and regal palaces. It starts from Delhi and goes to Jaipur, Jodhpur, Chitorgarh, Bharatpur Sactuary .The Palace on wheels is rated as one of the top ten luxury train journeys in the world. It offers you a heart-rending trip to the splendid forts and palaces of Rajasthan in just seven days. Also, discover the royal history of Taj Mahal in Agra. The journey to the hinterland of the desert starts every Wednesday evening at 1800 hrs from Delhi and ends on the following Wednesday early in the morning at 0730 hrs. The train was replaced by the air-conditioned broad gauges new train, which had 14 saloons, 2 restaurants cum kitchen cars, one Bar cum Lounge and 4 service Cars. The cabins of each saloon are attached with bath and shower. The train also has a well-appointed lounge, library and bar.

Royal Services on Board

Apart from 14 saloons, each having 4 cabins attached with bath and shower, the Palace on Wheels has two restaurants cum kitchen cars offering traditional Indian, Continental and Chinese cuisine with the Chef's special variety of the day. Its well stocked bar serves Indian liquor and variety of scotch, wine and cocktails. It has piped music in every saloon, and interesting games for children. Apart from this, the other services on request include laundry services, and Doctor on call at each station, barber shop & beauty parlour. The lounge also has a souvenirs shop 'The Bazaar' where souvenirs and gift items are sold bearing the insignia of the POW. The train has indoor games, Bar, ATM centre, Shopping, Satellite Phone, Medical kit etc. The 7 Night Tour Operates Weekly from September to April every year ex Delhi.

Cost Per Person Per Night In US $From Oct to March For April & Sept *On Single Occupancy US$ 485 US$ 395 On Twin Sharing US$ 350 US$ 295On Triple Occupancy US$ 285 US$ 240

II. Rajdhani and Shatabdi Express

India's Pride - The Rajdhani Express The Rajdhani Express, Indias superfast, fully air-conditioned, deluxe train gives you the unique opportunity of experiencing the Indian Railways at its best. Afternoon snacks and tea are offered after the train begins its journey. After an Indian dinner, soft music and the trains rhythmic movement will lull you to sleep. The train links New Delhi to Indias major cities. Some major destinations of Rajdhani include: New Delhi, Kolkatta, Mumbai, Bangalore and Hyderabad. Fast Forward - The Shatabdi Express Superfast, intercity trains known as the Shatabdi express link major cities and offer facilities for quick and comfortable travel. While you relax, the Shatabdi hospitality treats you to meals and snacks. Before you are through, your destination has arrived. Major destinations of Shatabdi include: Agra, Lucknow, Dehra Dun, Amritsar, Bhopal and Mysore.

III. ROYAL ORIENT Travelling With The Spirits Of Royalty

Welcome to an enchanted journey through Indian history. A journey through two of Indias most bewitching states, Gujarat and Rajasthan states rich with dynastic and cultural history. The region that has seen some of the most ferocious battles and courageous kings in Indian history. For students of life, two universities of the past. In addition, for traveler, a close encounter with the oriental mystique. Pack your bags for a magic journey, through two of India's most culturally and historically vibrant states - Gujarat and Rajasthan. The Royal Orient is one of the few extravaganzas left of an epoch of grandeur. Enjoy yourself in the luxury of this fascinating train, a spectacular concept in transport, an aesthetic marvel of modern times. Thirteen indescribably wondrous, gold embossed saloon cars recreate the resplendent living of the time of youth. The luxurious lounge, central air-conditioning, library, television and video entertainment, running hot and cold water and showers, soft channel music, the 'Watering Hole' - the well stocked bar, restaurant cars with delicious Indian and Continental cuisine and friendly

attendants, all assure you, that your epic voyage is as fantastic as the Royal Orient itself. The Royal Orient begins its journey from Delhi Cantonment. Destinations covered:- Delhi, Udaipur, Chittaurgarh, Mahesana, Ahmedabad, Sasan Gir, Palitana, Jaipur.

IV. Konkan Railways - Traversing Indias West Coast

(Mumbai-Veer-Khed-Chiplun-Ratnagiri-Rajapur Road-Sindhudurg-Mapusa Road-Goa-UdupiMangalore-Kochi-Thiruvananthapuram) A Maze Of Tunnels The journey is breathtaking. Traveling by train on a 30-metre high embankment, you suddenly shoot through a tunnel over 3-km long, emerge for a brief moment on terra firma, then rush on to a bridge over a deep gorge. In winter, a stream bursts below you; in summer, the red earth snakes endlessly on. Catch your breath for a moment; for suspended 50 odd meters above the ground, the train travels downwards into yet another tunnel, this one more than 6-km long. In about three minutes, you are out again, crossing a bridge over 65m high, the height of a 15storeyed building. The landscape of the Panvel River below defies description. You are in Ratnagiri district in southern Maharashtra on the Konkan Railway, the largest railway project in the world in the last five decades and the largest in South Asia this century. The Rs. 2,000-Crore railway projects connects the coastal areas of Maharashtra, Goa and Karnataka, opening up the picturesque West Coast of India to the train-traveling tourist for the first time. For the Indian Railways, it is the last frontier. The network has been expanding at the rate of 1,000 miles a year since the first line was opened from Poribunder to Thane on April 16, 1853. But, though the tracks spanned 53,596-kms across the subcontinent by the time India became independent in 1947, there was one important missing link. The broad gauge line from the south reached Mangalore by 1907, but the more direct 1,000-kms coastal route between Mumbai (Bombay) and Mangalore remained unbridged.

Services offered
Catering: The normal transit time of an Expense Train over Konkan Railway ranges between 12 to 13 hrs. And Konkan Railway it involves only one or two meals for the passengers. The Express Trains passing over Konkan Railway are provided with pantry Cars with the exception of "Netravati Express", "Matsyagandha Express" and "CSTM-Madgaon Express". Konkan Railway has provided Tea-stalls, Veg. and Non-Veg. Restaurants to serve the traveling public. STD/ISD PCO Booths At Stations: Telephone Booth facility for STD/ISD/PCO has been made available at five major stations and further contract for fifteen stations has been awarded. These booths will function shortly.

Award of contract for STD/ ISD/ PCO booths has been made in favour of physically handicapped persons in keeping with the railway boards directive. Computerised Reservation / Un-Reserved Tickets: Konkan Railway has been made available Computerised Reservation Tickets facilities through passenger Reservation System of Mumbai, Secundrabad, New Delhi and Chennai, thus making it possible to reserve tickets by trains originating from Central, Western, Northern South Central Railways. Sulabh Sauchalaya: It has been decided to introduce "Pay and Use" toilet facility at important stations over this Railway. However, present at facility has been made available at Madgaon station. The entire Western Coast of India has so far been dependent on a single arterial road, National Highway 17, which is now saturated and badly damaged by the rains. Now, the Konkan Railways have become a much-needed alternative in traversing this belt. The Konkan Railway, a broad gauge single line, extends from Mumbai through the backward areas between Roha and Mangalore, a distance of 760-km of these, 382-km lie in Maharashtra, 105-km in Goa and 273-km in Karnataka. There are 53 stations on the line, the more important ones being Veer, Khed, Chiplun, Ratnagiri, Rajapur Road, Sindhudurg, Mapusa Road, Goa, Udupi, Mangalore, among others. From southern Karnataka, the Konkan Railway has built a connection with Kerala on the central railway line that extends to Kochi (Cochin) and Thiruvananthapuram (Trivandrum). Creating New Inroads For Tourism And Industry Apart from tourism, Indian industry benefits enormously as well, with the railway allowing for reasonable and speedy transport of raw material, finished products and human resources, and linking major and minor ports along the western coast. With this much-needed infrastructure provided, the Konkan stretch rich in minerals such as Iron Ore, Bauxite, Chromite, Manganese and Silica Sand, is expected to see much industrial and economic development. V. OTHER TRAIN TRAVEL PACKAGES OFFERED:1. Golden Triangle Tour by Rail Duration Destinations : Delhi, Jaipur, Agra, Delhi. 2. West & South India by Rail Duration : Destinations : Mumbai, Aurangabad, Hyderabad, Chennai ,Mysore, Bangalore, Mumbai. 3. Rajasthan with Nepal by Rail Duration Destinations : Delhi, Jodhpur, Jaisalmer, Jodhpur, Udaipur, Jaipur : 18 Days 13 Days : 06 Days

Agra, Varanasi, Kathmandu, Delhi. 4. The Fairy Queen Duration Destinations : Delhi Cantt, Sariska, Alwar . : 02 Days

VI. HILL RAIL JOURNEYS IN INDIA

There are live railway trains that ply in the hilly regions of India. Amongst these the best known are the 93 kilometer long, 610 mm gauge 'toy' railway spanning the terrain between Siligun and Darjeeling in the North-East and the 96 kilometer track of 762 mm gauge that takes you to Shimla. The third hilly track is the one connecting the 162-kilometer stretch between Palhankot and the Kangra valley in Himachal Pradesh. Then there is a 46-kilometer link between Metlupalayam and Udhagamandalam in the South and a 20-kilometer stretch of 610 mm gauge between Neral and Matheran in Maharashtra. These tiny, quaint little trains take you up to the mountains, beyond the clouds, past little hamlets and terraced fields, through flower-filled meadows and dense forests, making their way through tunnels and over bridges at a leisurely pace.

VII. GOODS TRAIN

Indian railways also have an extensive network of goods trains. The changes in Freight Rates, Passenger Fares and Parcel Rates are reflected in the yearly Railway Budget proposed by the Railway ministry .The proposals for adjustments in freight rates, passenger fares and parcel rates, as announced by Minister for Railways, while presenting the Railway Budget 2003-04 in the Parliament on 26th February, 2003 are explained below: 1. Freight Rates Certain groups of commodities having different classes, based on their different physical forms, such as lumps, powder, pellets, fines etc. will be assigned a single uniform Class for each group. It has been proposed to rationalize the charging of freight for all traffic booked upto 100 Kilometers, through a scheme of graded concessions in freight rates as under: Distance Slab 1 50 km 51 75 km 76 90 km 91 100 km 2. Parcel rates. Freight Concession 50% (Fifty percent) 25% (Twenty five percent) 10% (Ten percent) Nil

The rate structure for booking of Parcels and Luggage traffic has been rationalized. It has been proposed that all types of commodities, including Luggage, will be charged uniformally at same rates, under four different Scales, depending on the type of service namely Rajdhani, Premier, Standard and Economy Parcel service. The four proposed Scales for booking of all articles will be as under: i) Scale-R, for Rajdhani service, by Rajdhani Express trains. ii) Scale-P, for Premier service, by notified Mail/Express trains. iii) Scale-S, for Standard service, by other Mail/Express trains, Shatabdi Express trains and Parcel Express trains. iv) Scale-E, for Economy service, by Ordinary Passenger trains. Newspapers and Magazines will be charged at same rates, under the lowest Scale-E, by all trains.

VIII. LOCAL TRAINS

One of the most convenient ways of traveling in Mumbai is via local trains. These trains provide fast transportation to faraway places within Mumbai. There are three railway lines in the local train. These include the Central Railways, Western Railways and harbour lines. These trains offer two different kinds of classes first class and second class. There are separate compartments offered for women. The first class includes a higher fare and cushioned seats. The local railways provide seasonal passes for regular passengers as well as tickets for occasional passengers. The provision of passes relieves regular passengers from the burden of buying tickets regularly. Apart from tickets and passes, even coupons are provided. There is only a need to punch these coupons and this saves the need to stand in the long queues to buy tickets. The local railways offer slow as well as fast trains. The fast trains halt at only specific central stations whereas the slow trains halt at all stations. Announcements are made at all stations giving information on the trains arriving and their respective destinations. Recently, the Western railways have started a new process wherein just before the particular station is approaching there is an announcement, which tells the passengers, which is the next station. This is very useful to people who are new to the local trains concept or people who are traveling for the first time. Local trains are the most convenient mode of transport to travel in a city like Mumbai, which has a very fast and hectic life.

RAILWAY CATERING
Catering Services

Railway owned and privately run catering facilities (namely the Indian Railway Catering and tourism Corporation Limited.) are now available at 3,152 stations and over 133 pairs of trains accross the country. At most big stations and termini, Veg and Non Veg refreshment rooms are available and some of them have a self service system too. Mineral water in bottles and aerated drinks are available at almost all the big stations accross India. Food & Beverage costs are included in all Shatabdi fares and most Rajdhani fares.

About IRCTC
The Indian Railway Catering and Tourism Corporation Limited (IRCTC) is a public sector company set up and fully owned by the Ministry of Railways. This company has been formed to function as an extended arm of the Indian Railways to upgrade, professionalize and manage the catering and hospitality services at stations, on trains and other locations and to promote domestic and international tourism through development of budget hotels, special tour packages, information & commercial publicity and global reservation systems. Indian Railway Catering and Tourism Corporation Ltd. (IRCTC Ltd.) goes functional for adequately harnessing the tourism and catering potential, worth Rs 500 crore, that exists on the Indian Railways. Size for catering/vending stalls at platforms has been standardized, to provide free movement to the passengers. About 1000 stalls over Indian Railways have been reconstructed and 1,500 stalls will be replaced in the current financial year. Automatic Vending Machines for dispensing cold and hot beverages have been provided to make platforms free from cooking and to control pollution. This has also helped in maintaining hygiene, cleanliness and quality of products. Sale of Bidi/Cigarettes at stations and in trains is prohibited. To enter into joint ventures with State Tourism Corporations to provide comprehensive tourist packages, which will include fare, boarding, lodging and sight seeing charges. Future plans: MoU signed between Ministry of Railways and Maharashtra Tourism Corporation for running new luxury trains similar to Palace on Wheels on Mumbai-Ratnagiri-Sindhudurg-Goa-Pune-Aurangabad-Ajanta & ElloraNasik-Mumbai route. IRCTC and KTDC will be jointly launching special tour package for Kerala on the lines of Mata Vaishnao Devi package shortly.

CLASSES
The Indian Railways have 8 Classes of accomodation available. They are as underIst Class AC Sleeper Car, AC 2 Tier Sleeper Car, AC 3 Tier Sleeper Car, AC Chair Car, First Class Ordinary, Sleeper Class Ordinary, Chair Car Ordinary and General Class Ordinary. A brief description about the various classes available in Indian trains are given as follows:

Chair Car (Airconditioned)

Sitting only with comfortable push-back seats (3 by 2) in each row with passage in between and two western style toilets in each compartment. Meals, mineral water, tea/coffee are served according to the timings of the travel & included in the ticket price. STD & ISD facility are also available & payable through credit cards. This class is only available in Shatabdi Express & few other express trains running on short routes.

Executive Chair Car (Airconditioned)

Sitting only with luxury push back seats (2 by 2) in each row with passage space in between. Meals, mineral water, tea / coffee are served according to the timings of the travel & included in the ticket price (better meals are served in this class). STD & ISD facility are also available & payable through credit cards. This class is only available in Shatabdi Express.

1st Class A/C Sleeper

In this class, two types of cabins are available: Cabin for four passengers, which can be locked from inside. Each cabin has two lower berths & two upper berths. Cabin for two passengers (most suitable for honeymoon couples), which can be locked from inside. Each cabin has one lower berth & one upper berth. Dressing mirror, small table, bed rolls, first aid box are available with the Guard. However, meals are available only in Rajdhani Express & few other super fast trains.

2nd Class A/C Sleeper (also known as 2 Tier A/C sleeper)

In this class, seats / sleepers are divided in two parts with passage in between. One side has four berths (two lower & two upper) but they cannot be locked. Curtains are provided for privacy. The other side has two berths (one lower & one upper) with curtains. Dressing mirror & bed rolls are also available. However, meals are available only in Rajdhani Express & few other super fast trains.

Second class:
Seats/berths (in some cases wooden and in some cushioned) and toilets (Indian style). We do not recommend second class travel for travellers.

RESERVATION
Reservation System
The Computerised reservation system of the Indian Railways today covers 92% of the reservation requirement on IR. The Computerised system is available at 270 + locations across the country including places such as Srinagar, Port Blair, Shillong and Panjim which do not

have a direct rail link. The facility is available at multiple locations in all metros and most big towns. Master and Visa Credit Cards are accepted in most locations.

Reservation Fees
Reservation fee is payable on reserved ticket @ Rs. 35/- for AC 1st class, Rs. 25/- for AC 2 Tier Sleeper/AC 3 Teir Sleeper/First Class/AC chair Car and Rs 20/- for Sleeper Class and Rs 15/- for Second Class Ordinary.

Superfast Surcharge
Trains starting with the numbers 2*** are classified as Super fast trains on the Indian Railways. A supplementary surcharge of Rs.5/- on Second Class, Rs 10/- on Sleeper Class, Rs.15/- on First Class/AC 2 Tier Sleeper/AC 3 Tier Sleeper/AC Chair Car and Rs 25/- on AC First Class tickets.

Refund Rules
If an unused ticket without reservation is presented upto 3 hours after the departure of the train, full fare after deducting Rs.10/- per passenger, will be refunded. Tickets with reservation can be presented before departure and upto a certain time after the departure of the train for refund. The scale of deduction is different for the different classes of reserved tickets. No cancellation charges shall be levied on RAC/wait-listed tickets unless confirmed reservation has been provided at any time upto the final preparation of the reservation charts. Clearage of Rs.10/per passenger will, however be payable.

Lost Tickets
No claim for refund is entertained in the case of lost, misplaced, or torn tickets. However, if you have lost a reserved ticket, the Railway may, at its discretion permit you to travel on the same reservation on payment of certain charges. Facility provided to MP, MLA, Senior Citizens, and Handicapped persons seeking reservation for themselves and when they come personally: They will be attended to separately at the same counters where general passengers are dealt with. This facility is available only at places where separate counters for them are not provided.

Change in the name of a passenger for confirmed reservation

A change of name in reservation is permitted by the Station Superintendent/Station Master or any Railway servant authorized by Railway Administration on written requisition tendered by the party 24 hours prior to the scheduled departure of the train.(only in certain circumstances)

Indrail Passes

To provide easy and comfortable journey to foreign tourists, the Indian Railways have introduced the facility of Indrail Passes for point-to-point travel without route or train restrictions including Rajdhani and Shatabdi Express trains within the period of validity. Indrail passes are sold only to foreign nationals and Indians residing abroad holding valid passports against payment in US$ or Pound Sterling. A tourist travelling on an Indrail Pass is exempted from any other charges whatsoever.

Bed Rolls
Travel bags, more popularly known as Bed Rolls, can be hired for overnight journeys in AC 1st Class, AC 2 Tier, AC 3 Tier and First Class ordinary. The cost of a bed roll is Rs.20/-. On Rajdhani Express trains bed rolls are provided free of cost in all classes except AC chair car. Some other superfast trains also provide bed rolls free of cost on 1st AC and AC 2-Tier. Bed Rolls have to be paid for on all non superfast trains for all classes they are available for. For some trains bed rolls have to be booked in advance at the time of booking your ticket. On most trains it is possible to board the train and request the attendant of the coach to provide you with one. However it is advisable to check on availability before hand.

Cloak Rooms
All major stations and termini have 'cloakrooms' where passengers may leave luggage for up to a month. The charge starts from Rs.5 or more per 24 hours for the first two days and then rises in day stages according to the total time of deposit. There are also safe deposit lockers at some stations. There are regulations about the weight of luggage that can be stored in the cloak rooms/lockers. It is advisable to lock and secure your luggage before leaving them in these cloak rooms/lockers.

Retiring Rooms
Railway retiring rooms are available at most major junctions and stations, especially tourist centers. Retiring rooms provide cheap accommodation to tourists. The accommodation ranges from AC rooms, non-AC rooms, dormitories, single bed/double bedrooms and so on. The rates for each differ but are heavily subsidized. Most retiring rooms provide attached baths and toilets. Apart from these, most stations have waiting rooms for passengers waiting for a train or staying overnight.

INNOVATIONS
Indian Railway is constantly looking for new ideas to simplify and streamline procedures for the convenience of passengers. In this endeavor they have introduced several path-breaking technologies on the Railway system over the years. These technical innovations have included the computerisation of reserved passenger tickets amongst several other facilities for passengers. As we introduce new facilities on the railway system, we are tempted to take a peek into the past. The legacy of the 150 years of railways in India is not only filled by the

memories of the steam run trains puffing over the countryside, it is also of cardboard tickets, one for the fare and the other for reservation and of course, the memories of sending telegrams for return reservation to the station master from where one was to begin the return journey. With the introduction of the computerisation of reserved tickets, these memories have been relegated to the past. It is now considered to be a basic minimum requirement to acquire confirmed reservation for traveling, at one's convenience and proceed on a journey carrying a confirmed ticket for the return journey. This has been achieved only in the last quarter of the last century. To take this facility to its logical conclusion, Railway is now introducing a system for unreserved tickets. Sanctioned as a pilot project by the Ministry of Railway, this project is planned to be implemented in two phases. In the first phase, 10 stations of Delhi area are provided with booking terminals. These stations are New Delhi, Delhi Jn., Hazrat Nizammudin, Delhi-Shahdra, Ghaziabad, Shakurbasti, Delhi Kishanganj, Sarojini Nagar, Shivaji Bridge & Tilak Bridge. The Hon'ble Minister for Railways, Shri Nitish Kumar has inaugurated the terminals at New Delhi Stations on 15th August, 2002. This will enable passengers to purchase an unreserved ticket from anyone of these counters 30 days in advance of undertaking the journey from any station to any destination. Thus, passengers will have the freedom to purchase tickets at their convenience. Since the passengers will not be time bound to purchase tickets, there will be considerable reduction of congestion at ticket booking windows for unreserved tickets. In the second phase 13 other stations of Delhi area are provided with booking terminals on 2nd October, 2002. The stations are:- Delhi Sadar Bazar, Dayabasti, Subzi Mandi, Delhi Azadpur, Okhla, Sewa Nagar, New Azadpur, Badli, Vivek Vihar, Sahibabad, Vivekanandpuri, New Gaziabad and Mangolpuri. In addition to this facility, unreserved tickets will continue to be available through the manual system and the Self Printing Ticketing Machines, wherever such facilities are available. With the introduction of this system, the Railways will also benefit in several ways. These are :

Keeping pace with the latest technology Encouraging passengers to purchase their tickets in advance To have online accountability of tickets sales. To have a rational analysis of the demand of passengers on various routes in advance, so as to augment trains as per requirement.

Indian railways are also developing new coach designs which are fire proof. This fulfils safety requirement. Since the last 2 years Shatabdi trains have been made available for the masses in general.

ARTICLES
1). PANEL CALL TO IMPROVE CATERING IN RAILWAYS
MUMBAI, SEPT. 6. The Passenger Services Committee (PSC) of the Indian Railways has called for improvement in standards of hygiene and quality of materials procured by the railway catering services. The Chairman of the PSC of the Railway Ministry, Mr.Raj Kishore Mahato, told reporters last night that during surprise checks in railway kitchens it was found that none of them were following the standards set up by railway catering policy on personal hygiene and food safety. ``After the food poisoning case in the Calcutta-Delhi Rajdhani Express in July last, it became all the more important to improve the situation in the catering section,'' he added.

Although a new catering policy has been introduced, none of the concerned persons were aware of it, he said. ``We have prepared Indian Railways bulletin on personal hygiene and food safety and are circulating it to all kitchens,'' he said. In fact, during a surprise check on the Rajadhani Catering Kitchen, the committee found that the quality of Basmati and Parimal rice were not satisfactory and the concerned supplier's name was cancelled, he added. Mr.Mahato also said that the railways would gradually abolish their own catering and give it to private contractors in a phased manner. Mr.Mahato is heading the newly formed high-powered six-member committee, aimed at improving tourism and catering in Indian Railways. Mr.Mahato said regularization of license for hawkers is also being taken up as the survey during the last three months has shown that most of the hawkers are having three or more shops with a single license, which deprives Railways of their due income. Regarding passenger facilities on basic amenities in places like Mumbai, where 60 lakh commuters travel daily in railways, Mr.Mahato suggested that of even one per cent of the daily income (Rs 1 crore) is used for improving the facilities, Mumbai people would benefit a great deal. ``The Railway Board is looking into these possibilities and assured to improve the situation,'' he said. -PTI

2) IRCTC LAUNCHES FIRST FOOD PLAZA IN PUNE

Targets 50 Food Plazas By March 2003 With a thrust on developing rail tourism, the Indian Railway Catering and Tourism Corporation Ltd (IRCTC), launched its first food plaza on May 5 at Pune followed by the second one scheduled to come up in Mumbai. According to Vinod Asthana, group general manager, IRCTC Ltd, We aim at establishing at least 50 such food plazas by the financial year end of March 2003. These multicuisine multi-outlet food plazas are not a revenue generating exercise but an endeavor to facilitate and promote rail tourism. These 2000 square feet expanses offer both self-service and sit-down meal options. Passengers will get the opportunity of having their favourite brand of fast food like Dominos, McDonalds, Hungry Jack, Pizzahut, Barista etc, as these food plazas will be sub-contracted many private players. According to Asthana, RadhaKrishna Hospitality Services (RKHS) and McDonalds have together bagged the railway contract for the second food plaza to come up at Mumbai Central station, Mumbai. This will be the first station location for both parties, especially McDonalds, who till date have had only suburban locations. The Mumbai Central project is expected to be a 125-seater service, which will be divided between the two parties, which will operate their services as independent entities. RKHS is contemplating a counter service style operations, which will provide parceled food or food-on-the-go. Bangalore, Chennai, CST - Mumbai, Dadar - Mumbai, Nashik, Indore, Bhopal, Agra, Jaipur, Delhi and Nizamuddin are reportedly among the stations earmarked for future food plaza projects.

3) INDIAN RAILWAYS MOVING TOWARDS BETTER PASSENGER AND GOODS SERVICES

On 16th April, 1853 the first ever railway train carrying 400 people in 14 carriages ran between Bombay (now Mumbai) and Thane. The subsequent years witnessed a rapid expansion of railway system in India. At present India has the distinction of having the largest railway system in Asia and the second largest in the world under a single management. About 13,000 trains run daily on 63,000 route kilometres of track spread all over the country. Everyday about 1.3 crore passengers travel on the Indian Railways and about 14 lakh metric tonnes of goods are transported to different places. After Independence a fresh impetus was given to the growth and expansion of the railway system. Today, the Indian Railways is organized into nine zones and Metro Railway, Kolkata, which are coordinated and managed by an apex body - the Railway Board. The railways in India being a State enterprise, the Railway Board is also known as the Ministry of Railways. Each of the nine zones covers a large geographical area and has a route kilometrage ranging between 4,000 and 11,000. With more than 7000 stations, the Indian Railways is a catalyst of Indias growth and existence. In the global context the Indian Railways is the second largest system in the world under a single management and the fourth largest on the basis of route kilometrage. It ranks first with regard to the number of passenger coaches; second in terms of the employees ; and third in terms of freight wagons, number of passengers carried and the number of locomotives. In their drive towards indigenization and self-sufficiency the Indian Railways has established six production units: Chittaranjan Locomotive Works (CLW) for electric locomotives, Diesel Locomotive Works (DLW), Varanasi, for Diesel Locomotives, Integral Coach Factory (ICF), Perambur, and Rail Coach Factory (RCF), Kapurthala for passenger coaches, Wheel and Axle Plant (WAP), Bangalore and Diesel Component Works (DCW), Patiala for manufacturing accessories. The Research Design and Standards Organisation (RDSO), Lucknow, provides vital inputs in R &D towards modernization. In addition, Indian Railways today also has six prestigious public sector undertakings IRCON, RITES, CRIS, CONCOR, IRFC and Konkan Railway Corporation. Keeping in view the current trends of economic liberalization, the Railways is gearing itself for providing better customer services to the passengers and the people involved in goods traffic. In addition, there has been a great emphasis on faster movement of trains, which has been possible with the introduction of the diesel and electric hauling of the trains. At present most of the railway traffic is being hauled by diesel or electric locomotives with the exception of a few tourist or vintage trains. The Container Corporation of India (CONCOR) deserves special mention for running faster and fixed-schedule goods trains carrying containers. A container train from Delhi to Mumbai now takes less than 40 hours. The Corporation is also providing door-to-door transportation of goods through containers. Information technology and computers are increasingly being used by the Indian Railways to keep a track of movements of goods traffic and to regulate its operation in an economical, optimal and efficient manner.

The Railways has constantly been endeavoring to make rail travel more comfortable and enjoyable. Five hundred seventy-six computer reservation system centers spread all over the country have created a network through which passengers can book their berths in any train from one place to another. This has not only revolutionized the reservation system but made rail travel hassle - free as well. Introduction of Shatabdi and Rajdhani trains has added a new dimension to rail travel. Long-distance trains with increased number of sleeper coaches have made long-distance journeys comfortable enough at affordable prices. The Railways is also monitoring the waiting lists on a number of popular trains so as to ensure more and more reservations. To meet the extra rush during summer and winter holidays as also festival time, special trains are run by the railways. In this connection, mention may also be made of the summer Time Tables which have been introduced since last year. These have been found quite helpful by the public and have helped them in planning their journeys in a better manner. Apart from the normal passenger and goods traffic services, the railways have always come forward to help the people in times of need. Be it drought, flood or earthquake, the Indian Railways has always taken the lead in providing timely and relief operations free of cost . During the national emergencies also the railways has worked shoulder to shoulder with the defence forces.

RECOMMENDATIONS: Railways
1. Increasing safety: Recently, there have been a number of train accidents due to derailment of trains or sometimes even due to human negligence or technical errors. As compared to the year ending 2001, the incidence of accidents in the year ending 2002 showed a rise of about 22%. This is a high increase in the accident rate. These accidents occur due to the negligence of the train driver too. Hence, proper training should be provided to the train drivers and certain qualities need to be taken into consideration before appointing them. Also, certain rails, which have become old and in areas where rails are broken due to natural calamities or otherwise, these rails need to be replaced on time. 2. Avoid Delays: Delays is one of the major reasons responsible for the downfall of the use of the railways. Most of the trains are always late probably due to mismanagement, technical errors or sometimes due to natural calamities. In case of natural calamities, though delay takes place due to no fault of the railway department, care should be taken to see that proper arrangement is made of the passengers i.e. rest rooms should be made available to them, proper sanitation facilities, adequate water supply etc and all the other requirements should be met with. Similarly, care should be taken to inform the passengers about the reasons for the delay.

3. Vigilant Checking of tickets in train compartments : Many a times, people enter the trains without even purchasing tickets. This not only causes a loss of revenue to the railways, but also leads to problems for the passengers traveling with tickets. They are unable to reap the benefits of the service for which they are paying money. Hence, in order to reduce the inconvenience of the passengers, care should be taken to ensure strict check on all the passengers entering the trains. 4. Increase security: Security in train needs to be increased. There have been many instances of theft taking place in the trains over a number of years. The passengers need to be made secured regarding their possessions in order to ensure that the customers are satisfied. Also, hawkers and beggars etc should not be allowed in trains. 5. Often water shortages: Sometimes, when the trains are delayed for a period of time, water shortages are experienced in the trains. This in turns leads to a lot of inconvenience for the passengers traveling in the trains, as enough water is not available for sanitation and various other purposes. Hence it is recommended that during stoppages it should be ensured that the tanks in the trains are filled with water in order to meet the passenger requirements. 6. Quality of service provided: There needs to be a drastic improvement in the quality of service to be provided by the railways. The service is usually associated with the tangibles available on the train like the bed sheets provided, windows, drainage system etc. Care needs to be taken to ensure that the bed sheets provided to the passengers are washed and clean. The windows should also be cleaned on regular basis on every final destination.

COMPILED BY: SHRADDHA PATKAR PREETHI BHASKARAN NEHA SINDHER SHWETA SONAWANI DARSHITA TOLIA 39 42 50 51 55

BIBLIOGRAPHY
Internet:Following websites SERVICE MANAGEMENT- S.M. JHA

JET AIRWAYS THOMAS COOK SOTC