International Retail Marketing and CRM ASSIGNMENT
G SANJUSHA
JET AIRWAYS
1226110135 Section A
Introduction Jet Airways is the largest Indian airline based out of Mumbai, Maharashtra. It operates over 400 flights daily to 76 destinations worldwide. Its main hub is Mumbai, with secondary hubs at Delhi, Chennai, Cochin, Ahmadabad, Bengaluru and Kolkata. It has an international hub at Brussels Airport, Belgium, London Heathrow in U.K., Singapore, Kuala Lumpur in Malaysia, Colombo in Sri Lanka, and Kathmandu in Nepal. Jet Airways is owned by Naresh Goyal. Jet Airways currently operates a fleet of 59 aircraft with 47 classic and next generation Boeing aircraft, Airbus aircraft, 1 Airbus aircraft and 8 modern turboprop aircraft. With an average fleet age of 5.3 years, the airline has one of the youngest aircraft fleet in the world. The airline plans to extend its international operations to North America, Europe, Africa and Asia with the induction of wide-body aircraft into its fleet. Services It is an airline that has pioneered concepts like Through-Check-in, City Check-in, Web and Kiosk check-in, SMS check-in, automated tickets at travel agency locations, eticketing, Jet Mobile and the unique five-tier frequent flier programme JetPrivilege in India. Different services like car rental services, E-retail, insurances etc. It provides information to passengers regarding the developments and changes made in the checkin counters, ticketing transaction fee, credit card fee etc. Jet Airways has been in the forefront in the transportation and handling of general and special cargo. Enjoy the reliability of world-class professionalism and service with the convenience of a daily flight. Make a change for the better with Jet Airways Cargo. Our cargo product ranges from carriage of fresh flowers, household pets, life saving drugs, valuables and all other general goods. Jet Airways understands that some of their guests have special needs. It is their constant effort to meet these needs to the best of their ability. All guests can travel in comfort who have special requirements like Infant and Child Care, Expectant Mothers,
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International Retail Marketing and CRM Unaccompanied Minors, Guests with Disabilities, Medical Case, Extra Seat, Traveling with Pets there are special facilities and assistance for guests with limited mobility. CRM As an Indian Corporate Body, Jet Airways also recognizes its responsibility to the Society and Nation. Consequently, Jet Airways launched its Yellow Rose campaign. People are like roses, and like the flower they require friendship, warmth and caring. Jet Airways has striven not only to extend these qualities to its passengers, but also to the country in times of crises or calamities. The JetPrivilege programme offers multiple opportunities to earn JPMiles on Jet Airways, Jet Airways Konnect, JetLite, Jet Airways code share flights and when availing the services of our Programme Partners. Using E-Services customers can earn up to 750 JPMiles in eligible classes. As part of a customer relationship development program, Jet Airways, India's premier airline, has launched an Interactive Voice Response (IVR) based payment and ticketing service. Jet Airways has adopted this unique IVR technology to make payment and ticketing service easily accessible to its passengers. This innovative service has been launched through Jet Airways 24x7 call centers wherein customers can now book and pay for their E-Tickets over an exclusively customized and secure IVR system. This latest service will allow customers to complete their reservation with their credit cards through a secure gateway and instantly receive their E-tickets via email, subject to certain terms and conditions. E-mail solution Jet Airways, deliver its consumer and trade communications through leading digital marketing company Epsilon’s email solution to enhance customer relationships. While Jet Airways ranks favorably amongst passengers in terms of in-flight service, entertainment, value and efficiency, the company is striving to improve its customer relationship management and increase brand loyalty amongst its frequent fliers, corporate clientele and trade partners. Based on customer feedback and surveys, Jet Airways found that email was the preferred channel of communication. For a scalable solution to keep pace with the company’s market growth, Jet Airways selected Epsilon’s email marketing services. Epsilon delivers a solution that provides a holistic view of all its customers and prospects, as well as detailed analytics across all its campaigns. This complete insight Page | 2
International Retail Marketing and CRM allows the airline to design and execute personalized and targeted customer initiatives that increase brand equity and cultivate more profitable, loyal customer relationships. Epsilon’s email platform optimizes email delivery, has deep tracking and reporting features as well as segmentation and optimisation tools that enable Jet Airways to reap the benefits of relevancy in its communication with customers. The email solution also allows Jet Airways to monitor and track a specific email communication all the way to a booking or enquiry transaction. This allows the airline to leverage profile and transactional behavioral data to ultimately achieve one-to-one marketing with its customers. Jet Airways currently sends a monthly email newsletter to Jet Privilege members, travel agency partners and corporate clients. The company will soon introduce transactional e-mailing through the Epsilon platform, such as registration confirmation, welcome messages and purchase confirmations. The IT division of the Emirates Group, has successfully implemented its CRIS frequent flyer and customer relationship management solution at India's private carrier Jet Airways. The solution will help Jet Airways introduce a broad range of innovative and user-friendly features while the company's management will benefit from a continual stream of quality customer information, helping them to better understand their passengers and create the services to match. Jet Airways, India’s premier international airline and Nokia’s partnered to unveil the country’s first aircraft wrap branded with the all new Nokia Lumia in Mumbai, with the “Amazing Everyday Campaign”. a Jet Airways Boeing 737 – 800 aircraft will sport the tile interface of the new Nokia smart phone on its windows, as well as inside the aircraft. The aircraft’s branding will also features the names of Nokia employees responsible for this mammoth marketing initiative, acknowledging their contribution to the Nokia Lumia launch in India. All these programs and special offers are the part of CRM. Jet Airways, India’s premier international airline, has been declared the winner for “Customer & Brand Loyalty in Domestic Commercial Airline Sector” at the 5th Loyalty Awards.
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