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AEG TRAVEL SERVICES
Fifth Semester
BS-BA (A)
Submitted by:
Arooj Bukhari
Submitted to:
Dr. Rabia Khan Buzdar
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3
Internship Certificate
4
Acknowledgements
Internship is like an opportunity that is given to the students in order to bring their theoretical
and mental skills and knowledge in practical learning. It is a very good opportunity for students
to test what field they want to choose in their later life.
While writing this internship report, at first I would like to thank ALLAH for blessing me with
the skills, ability and knowledge to avail this opportunity.
Secondly, I would like to thank my supervisor Mr. Syed Muhammad Saqib at AEG Travels for
giving me the opportunity to work with him during my internship period. His support and
guidance during my internship was appreciable. His remarkable leadership skills have brought
many positive changes in my personality that would be helpful for me in my practical life.
I would also like to thank the employees of AEG Travels who have been very cooperative with
me during my whole internship tenure and helped me in every way possible.
Lastly, I would like to thank AEG Travels for providing me a platform where I got recognized
with the practical working environment.
Executive Summary
The main objective of this internship report is to make us aware with the working environment of
the corporate world. And to polish our already present skills. It is important to make u aware of
our interests or dislikes in the fields that we will decide to choose while selecting our majors.
I started working as a paid internee at AEG Travels which is a Franchise of Global
Travel Services American Express which has 5 offices in Islamabad with headquarters in
Karachi. It was formed in 1946.
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AEG is a leading Travel Management Company in Pakistan providing all travel related services,
including Business Travels, Vacation packages, MICE/ Group travel, Hotel, Car rental etc. It is
an independently owned and operated travel partner of American Express Global Business
Travel.
It is the market leader which have specialized skills ensuring delivery of consistent premium
service to the major corporations/ companies, including multinational and local companies.
AEG is committed to providing you with a professional and cost effective travel program.
Whether your business travel needs are routine or complex. They have the innovative technology
and unparalleled personal service to match your organization’s specific requirements. They pay
careful attention to your details and attend to your needs promptly, effectively and within
budgetary limits.
Now coming towards the part of personal working and learning experience, as I started working
in AEG Travels I was first sent to the ticketing department, where I learned using their soft wares
like Sabre , then I attended workshops and seminars by the HR Managers , where we were
educated about stuff related to HR. At last I was rotated in the Visas department where I was
assigned the work of public dealing.
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Contents
Internship Certificate ....................................................................................................... 3
Acknowledgements ........................................................................................................... 4
Executive Summary .......................................................................................................... 4
Chapter 01 ......................................................................................................................... 9
Organizational Introduction ............................................................................................ 9
AEG Travel Services....................................................................................................... 9
Vision ............................................................................................................................ 10
Mission Statement......................................................................................................... 10
Core Values ................................................................................................................... 10
Corporate Strategy ........................................................................................................ 10
Products and Services ....................................................................................................11
Business Travel ............................................................................................................. 12
MICE and Group Travel ............................................................................................... 13
Leisure Travel ............................................................................................................... 14
Religious Travel Services ............................................................................................. 14
Hotel & Car Rentals ...................................................................................................... 15
Eurail ............................................................................................................................. 15
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Travel Insurance ............................................................................................................ 16
Privacy Statement ......................................................................................................... 17
List of Abbreviations....................................................................................................... 19
Awards and Achievements ............................................................................................. 20
Chapter 02 ....................................................................................................................... 21
Personal Working and Learning experience ................................................................. 21
WEEK # 01 ............................................................................................................... 21
WEEK # 02 ............................................................................................................... 23
WEEK # 03 ............................................................................................................... 25
WEEK # 04 ............................................................................................................... 25
WEEK # 05 ............................................................................................................... 27
WEEK # 06 ............................................................................................................... 28
WEEK # 07 ............................................................................................................... 28
WEEK # 08 ............................................................................................................... 29
Chapter 03 ....................................................................................................................... 31
SWOT Analysis ............................................................................................................ 31
STRENGTHS ........................................................................................................... 31
WEAKNESSES ........................................................................................................ 34
OPPORTUNITIES .................................................................................................... 35
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THREATS ................................................................................................................. 36
CHAPTER 04 .................................................................................................................. 39
CONCLUSIONS & RECOMMENDATIONS ............................................................. 39
CONCLUSION ......................................................................................................... 39
RECOMMENDATIONS .......................................................................................... 41
Annexure .......................................................................................................................... 43
References ........................................................................................................................ 46
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Chapter 01
Organizational Introduction
AEG Travel Services
AEG Travels Services (Pvt.) Ltd. Is an independently owned and operated company which is
licenses of American Express Global Business Travel (GBT). GBT is a joint venture which is not
wholly owned by American Express Company or any of its subsidiaries. AEG is a Leading
Travel Management Company in Pakistan providing all travel related services including
Business Travel, Vacation Packages, MICE/Group Travel, Hotel, Car Rental etc.
In service since 1948, delivering premium service to its valued clients/customers.
AEG Travels is a leading Travel Management Company in Pakistan having three IATA approved
offices in Karachi, Lahore and Islamabad and two non- IATA offices in Sialkot and Multan. Over
60 years’ experience in Travel trade. Specializes in Business and Corporate travel Services.
Over 250 trained and professionals equipped with latest information and air reservation
tools at service to its prestigious clients. Having IATA/UFTAA qualified travel consultants.
Top agent for majority of the airlines in Pakistan; having leverage in Pricing, seat
availability etc. To insure premium services to its clients base/ customers.
AEG offers complete travel solutions by servicing all travel related products under one
roof.
A private limited company, committed to adherence of corporate governance, business
ethics, code of conduct and highest level of integrity.
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Supervised by a strong Board of Directors having vast experience in travel trade
supported by experts in customer servicing and travel products.
Vision
The vision of the company is to be the market leader in the Travel services, focusing on customer
satisfaction and convenience.
Mission Statement
The mission of the organization is to stay at the top, while keeping a strong check over
customer and employee satisfaction.
Core Values

Interest of the Customers comes before the interest of the organization.

With AEG Travel Services, services don’t stop once your trip begins.

Our aim is to provide an efficient service to the customer.

We believe in sharing Information, provide reliable MIS on travel spends with
analysis to support decision making process.

Our team of travel counselors have a wealth of resources to meet your travel
needs.
Corporate Strategy

Works with respect to the current economic situation.
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
Increases in interest and inflation rates poses pressure upon the organization to
increase the prices but the company gives its best to maintain lowest possible
prices in order to be affordable and to offer the best available packages to their
customers through the presence of highly skilled and trained employees.
Products and Services

International Ticketing

Domestic Ticketing

Hotel Bookings

Car Rentals

Management of the Business Travel Needs

Leisure Travel & Vacation Tour Packages

Religious Travel – Umrah

Group Travel & MICE

Travel Insurance Products

On site Travel desk with reservation tools

Eurail, Online Reservation and Ticketing

US Visa Handling Services

Dubai Electronic Visa

Malaysian Visa Handling Services

Thai Visa Services

Vietnam Visa Services
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
French Visa Services

Visa facilitation for other visas
Business Travel
As an independently owned and operated travel partner of American Express Global
Business Travel, AEG Travel Services Offers;

International & Domestic
Ticketing

Hotel Bookings; International
& Domestic

Leisure Travel & Vacation Tour Packages

Visa Facilitation

US Visa service delivery

UAE Visa

Appointed Visa Agent (Dropbox)

Consumer Travel

Group Travel

Local and International Rail

Car Rental; Local & International

On site Travel Desks

Religious Travel

Travel Insurance

GSA: a) Eurail b) Alitalia
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
PSA for PIA
MICE and Group Travel
Planning an incentive trip for your agents,
dealers, employees etc.
Organizing Events, exhibitions, meetings etc.
Looking for travel solutions for a group within
your budget limits.
Seeking a professional travel partner to manage, on your behalf, and drive optimum satisfaction
with quality service.
All this is provided by AEG Travel Services as your professional travel partner with the best
travel consultancy solutions for all your travel needs. They guarantee a partnership of trust and
transparency for a full service solution.
They design a customized, meeting/conference management program, thinking along with
you at every step and translating ideas into distinctive meetings & conferences in cost effective
manner.
Solutions may include:

Proposals for various destinations & itinerary development to reinforce program
objectives and inspire participants.

Customized Travel arrangements which include airline ticketing, visas processing,
hotel, transportation etc.
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
Effective management by having control over room inventory, food, activity
programming, logistics etc.

Professionally trained, experienced specialists to escort the participants to provide
onsite service.

Competitive rates with best airline/ hotel deals.
Leisure Travel
AEG Travel services assist you in planning a family vacation by offering a wide selection of
destinations, attractions and activities to make your dream vacations a reality. Their experienced
Travel Counselors are willing to facilitate you; plan the perfect vacation for your schedule, your
interest and most importantly your budget.
As a part of planning the trip they offer

Airline tickets with best connections

Hotel reservations at finest locations

Train passes/ Tickets, Transportation etc.

Assistance in Visa processing

Travel insurance products
Religious Travel Services
Making a pilgrimage to a holy place is a way for many people to reaffirm their faith. AEG Travel
services provide full trust to make all arrangements to accomplish satisfaction, peace of mind
while allowing you to focus on prayers.
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
They offer a range of Umrah Travel packages to suit your needs and assure you of
unparalleled service. The package includes all travel arrangements form boarding,
lodging and transportation.

Umrah Travel Package includes:
Umrah Visa

Airline Ticket

Hotel & Accommodation

Inland Transportation of your
choice

Meet & assist service in Saudi Arabia
Hotel & Car Rentals
For both business travel & Leisure travel needs, they offer wide selection and booking of hotels/
resorts and cars at rent across the Globe to suit your budget and preferences.
We have access to major online hotel systems including extensive hotel program “American
Express Global Business Travel” facilitating selection of right hotel at the right price.
Eurail
AEG Travel Services being GSA for many rail services connecting the Globe can offer its clients
the convenience of planning, reservation & ticketing passes at our offices in Pakistan. Our
services extend to Rail Europe including Eurail, BritRail Swisspass, France Rail, German rail
and Amtrak to explore Europe and North America.
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Rail Europe
Best way to see Europe network spread
over 240,000 km and covering over 18,000
routes. These high speed trains can take you
across Europe in style with convenience in the most efficient manner at economical price. We
can offer you point to point tickets and passes of different validity covering all countries in
Europe. Many combinations are available to choose from
BritRail
Most convenient to travel in UK with an option to have point to point tickets and passes.
Offering complete flexibility of unlimited train travel through England, Scotland, Wales &
Ireland. Pass also valid on London Airport Link Service.
AMTRAK
Gives you freedom to move around North America with 900 destinations across US & Canada.
Rail passes are available at affordable cost offering most convenient service.
Contact our representatives to assist you in planning your trip and for the information about cost
& to make a tailor made itinerary.
Travel Insurance
Travel with a peace of mind whether it’s for business or for leisure. Travel Insurance is critical in
today’s volatile environment to protect you from uncertainties/ contingencies. Even the best
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planned travel programs can be impacted by the unexpected illnesses, medical emergency loss of
documents/ passport/ luggage, long delays at the airport etc.
They offer an insurance solution for their customers to suit their travel plan, itinerary, personal
requirements/ preferences etc.
It may include:

24 hours worldwide travel assistance

Medical Insurance Coverage

Arrangements for the hospitalization

Assistance for lost travel documents including passport

Lost baggage / delay in baggage

Mandatory Insurance requirements for Visa

Accidents related medical expenses

Products especially designed for Umrah Travel
Privacy Statement
AEG Travel services provides a privacy statement to describe how they collect, use, share and
otherwise process their customers’ personal information, as an employee of one of their
corporate clients or other individual to whom they offer or provide their services – travel,
meetings and events, and related products and services – via their websites, email
communications or other online and offline means.
What information they collect?
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They collect information about you in connection with your registration, use purchase or
inquiries of their services.
How they use your information?
They use your information to provide their services, process payments, operate their websites
and mobile applications, market products and services, create business insights and comply with
law.
How they share your information?
They may have a contract with your employer or travel sponsor, who is their corporate client,
and they share your information with them, as well as with their affiliates, travel suppliers and
their vendors to book travel arrangements and to provide their services. They do not sell or share
information with third parties so that they can independently market their own products or
services directly to you.
How they protect and store your information?
They maintain reasonable administrative, technical and physical security measures to protect
your personal information from unauthorized access and use.
Marketing and your choices
They use your information for marketing, and respect your choices about how they communicate
marketing to you.
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International Transfers
They transfer your information outside your home company as permitted by law. To protect your
information International transfers will be made under appropriate data transfer agreements and
other protections.
Your Rights
You have the right to be informed of whether they are processing your information and to access,
correct, delete or object upon request and free of charge, to their use of your information, to the
extent required by applicable law.
Changes
They will tell you about material changes to this privacy statement by posting it on the website
before it goes into effect and, where appropriate, communicating directly to you about the
change.
List of Abbreviations:
TMC: Travel Management Company
IATA: International Air Transport Association
BSP: Bank Selling Plan
GDS: Global Distribution System
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AWARDS & ACHIEVEMENTS OF AEG TRAVEL SERVICES:
AWARDS:

Pakistan’s Leading Travel Management Company 2018: AEG Travel Services

Pakistan’s Leading Travel Management Company 2017: Quality Aviation

Pakistan’s Leading Travel Management Company 2016: Quality Aviation

Pakistan’s Leading Travel Management Company 2015: AEG American Express Travel
Services

Pakistan’s Leading Travel Management Company 2014: AEG American Express Travel
Services

Pakistan’s Leading Travel Management Company 2013: AEG American Express Travel
Services

Pakistan’s Leading Travel Management Company 2012: Quality Aviation
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Chapter 02
Personal Working and Learning experience
I started working as a paid internee at AEG Travels, Islamabad branch on 8th of July, after
I received mail from the headquarters. It is a Franchise of Global Travel Services American
Express which has 5 offices in Islamabad with headquarters in Karachi. It was formed in 1946.
Address:
Plot No. 3 &4, INT Center G-8/4, Islamabad- 44000, Pakistan
Supervisor Name:
Syed Muhammad Saqib
Designation:
Team Leader Visa Services, AEG Travel Services
Contact Number:
0323 5069008
WEEK # 01
Day 1 started with orientation in which all the internees were assembled for an
orientation at the main office. In which we were told the following things:

The history of the company.

Their Goals and objectives for hiring us as internees.

Our respective Departments.

Our timings and the work they require from us.
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
I was sent to their main office located in G/8-4.
Day 2, started with the briefing about the number of departments in the office, which are
as follows:

Visa department; dealing in U.S Visa, German Visa, French Visa, Dubai Visa, Malaysian
Visa, Thailand Visa.

Accounting Department

Call Centre

Hotel Booking

Transport Booking

Tickets Management
Day 3, was about Tickets management, which includes the following steps after the
booking of the ticket;

First of all it is stamped.

Then it is sent for billing.

After which they are attached in the specific files of specific accounts. Where they
are kept for record.
Day 4, was for learning the process of Reporting.

For reporting a complete excel sheet is made for the purpose of keeping complete record
of the transitions in case of a gap or misplace they could be easily located through that
excel sheet.
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
Since, AEG Travels has mostly online clients as compared to walk-in clients. So
computer work is preferred more as compared to paper work.
Day 5, was for Bookings;

For which I learned the process of booking a ticket for domestic as well as International
flights.

They gave me complete list of codes for all the cities and countries.

They basically work on Sabre system; which is an international system, Galileo and
Amadeus.
WEEK # 02
Day 1, was for learning of Insurance;

They are offering two insurances United Insurance and IGI Insurance.

From which IGI Insurance, is most preferred as per the requirement of some travel
airlines.
Day 2, was for visiting the Record Room of the office:

Which was located in the basement and contained all the files of one year for all of the
corporate accounts.

We also learned how to generate the file references of various accounts.
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Day 3, was for studying the process of Dubai Visa;

It consists of 15 days, 96 hours, 30 days and 48 hours visa which are given to the clients
as per their requirements.

Dubai Visa is applied through Karachi Headquarters.

An Xo is made for the client on the behalf of the company. Which is then sent to the
receivables section to be received by the client in near future.
Day 4, was for the Seminar by the HR Manager:

In which they told us about the history of the company.

Its missions.

Vision Statement.

Basic Beliefs.
Day 5, was for a Workshop related to HR:
In which they gave us different scenarios, and we were supposed to give appropriate
solutions in case of such situations.

The topics included things like, Employee negligence.
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
Employee dissatisfaction.

Decrease of employee productivity in case of job enrichment or job rotation.
WEEK # 03
Day 1, was also a seminar day in which we were told about the product line of the company.
Day 2, was for learning the use of their official software Sabre which is used for International
Bookings:

We were taught the codes of the organization.

Processes used.

Clients dealing.
Day 3, was for giving the clients assistance for Eurail Reservation and Ticketing.

Dealing with Clients over calls.

As well as Emails.
Day 4 and 5, were spent in the Call Centre;

Where I was supposed to give information to the people regarding French Visas over
Phone.
WEEK # 04
Day 1, I started working in the Visas Department.
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
I started with French Visa department.

Day 1 at the French Visas was for understanding the software.
Day 2, was for delivering French Visas to the clients by hand;

We were taught how to deal with clients.

What to do in case of any error or mistake.
Day 3, was for making calls to the clients and calling them to collect their passports and
visas.

In which we have to call all the given contact and inform them about their respective
visas.
Day 4, was for updating the visas information in the system.

In which all the visas received from the embassy were to be updated in the system.
Day 5, was for taking the Calls:

I was supposed to take calls of all the clients and tell them about our visa services and
related information.
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WEEK # 05
This week was spend in the German Visas Section.
Day 1 was an orientation class in which we were told the whole procedure to be followed
for German Visas. Which included the following:

Mail is received from the embassy.

Calls are made to the clients to collect their respective visas.

Visas are delivered to the clients.

System needs to be updated continuously.
Day 2, was for Packaging:

The mail received by the embassy was supposed to be separated.

With respect to families and places.

Then the mail was packed in the official Flyers.

To be delivered to the clients.
Day 3, was for updating the system.
We were given a list of serial numbers which were supposed to be updated in the system
periodically.
Day 4, was for delivering the visas.

We were supposed to deliver the visas to the clients.
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
Then the information was to be updated on the delivery sheets.

Attached along with the required documents.
Day 5, was for taking calls.

We were supposed to take calls.

And give people information regarding the German Visas, Visa forms, etc.
WEEK # 06
Week 06 was off for Eid holidays.
WEEK # 07
Week 7 was spent at US Visas section. Where I was supposed to:

Deliver the passports.

Update Inventory.

Recheck inventory at the end of the day.

Deal with clients.

Collect documents from the clients to be delivered to the US Embassy.
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WEEK # 08
Week 8 was spent half in French Visas. Where I was supposed to:

Make Bookings for the clients.

Inform them about the passports.

Give them allocate them interview dates for interview for French Embassy.
Apart from the tasks which were assigned to me on daily basis there are a lot of things that I have
learned after my 8 weeks learning /experience at the organization is that;

This organization has maintained a reputable position in the market having a clear
competitive advantage over its direct competitors: Quality Aviation, Jerry’s, Bukhari
Travels.

I have also learned the Organizational Behavior of the employees. A very friendly and
cooperative environment is maintained in the organization which motivates the employee
and helps in building up employee morale.

The power gap is very low. Employees can easily communicate there queries or any
problems they are facing in the organization with the Director General.

I learned about the organizational hierarchy.
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
I learned being punctual, as all the employees were expected to follow strict time
schedule there.

I also learned their incentives that they give to the their employees; sales bonuses,
Promotions, vacation trips etc.

I learned how Job Rotation is practiced in the organization and how it is beneficial. Due
to practicing job rotation , no problem is faced in the functioning of the system if any
employee is unable to come to the office also the knowledge and skills of the employees
is also increased as every employee knows the work of every other employee.

I also learned how to show emotional intelligence, while dealing with customers. During
customer dealing I had to face trouble in customer dealing. I had to show patience while
dealing with unsatisfied customers who previously had trouble working through our
organization.
The policy of this organization is that; customer is always right. Even if the customer
does not have a valid ground we have to deal with them in a way that would not make them feel
that they are wrong.
During my internship, a client came who complained that he was unable to reach our call
line, I apologized him on the behalf of the organization while on asking the problem the client
was calling on the wrong help- line number. So, despite the error on the part of the client we had
to apologize to him because this is the part of the policy of the organization.
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Chapter 03
SWOT Analysis
STRENGTHS
Strengths are the major points of an organization that count as their competitive edge over the
other competitors. AEG has a lot of strengths that give them a major edge over all other
travel agencies. Following are some of them:

The major strength of AEG Travels is that it is a Franchise of American Express Global
Business Travels. Global Business Travels is an International Chain of Travel services
that is providing its services in over 140 countries. Being a GBT Partner AEG Travels
have gained a big repute among its competitors.

Another big strength of AEG is its customer care services. AEG has a strong belief that
customer is always right. The policies of AEG includes that the interest of the customer
should always come before the interest of the employees and the organization. Therefore,
they are able to do a very good positioning in the minds of their clients. And they are able
to make long- term clients who always trust them completely with their business plans.
Starting from the point they plan the trip to the point they reach back home AEG is there
to guide throughout their trip. AEG has the best travel consultants who are available 24/7,
in case of any mishap or causality that occurs with the clients.

At AEG, they have built a complete database system for all their clients in which all the
preferences and choices of their clients are saved that creates a long lasting impact on the
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minds of their regular clients when their travel counselor already knows what seat they
would prefer, what hotel they would like to stay in, which breakfast they would like or
what time they would prefer to travel. This factor of AEG creates a very positive impact
upon the minds of their clients that helps them to retain long- term clients and gives them
edge over their competitors.

AEG Travels is the Global Leader for Travel Management Company (TMC). Clients
expect their travel partners to cover every aspect of their trip while traveling. Being the
TMC leader AEG has the best travel services providing you with all the necessary
information and aid required for your travel. AEG is constantly bringing Innovation
through their expert care and proactive business travelling tools. They also use artificial
intelligence means to anticipate and identify the needs and wants of their clients and
know them beforehand.

AEG in collaboration with GBT is continuously working upon Innovation and improving
its technology, as to stay in the market they require constant upgradation and
breakthrough technology. More than 900 employees of GBT worldwide are working
upon research and technology to improve the working system this is the main focus and
strength of AEG as they promptly focus on improving their service quality in order to be
precise with the needs and wants of their clients.
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
AEG travel Services is offering a very friendly environment for its employees and giving
boost to the activities that are very helpful in building up the morale and satisfaction of
their employees. Due to this reason they have the ability to retain good and long term
employees by providing them exactly what they need in turn they provide the
organization with their loyalty and trustworthiness that is required for this organization to
have good positioning in the minds of their clients, because since clients have to deal
directly with their travel counselors . So it produces a good impact upon the clients to
deal with the same Travel counselor, it produces a sense of belongingness among the
clients.

AEG Travel Services is very cost effective, it provides their clients with the best
customized packages as per their requirement in the minimum price possible which could
cost them double if they would design their packages on their own so their clients never
think twice before opting for AEG travels for traveling.
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WEAKNESSES
Weaknesses of an organization are the areas that require some work to be done on them. Every
organization has its weaknesses. Following are some of the weaknesses that I have observed
while working in the corporate environment of AEG Travels:

A big weakness of AEG is that due to the cut throat competition in the market they are
unable to fluctuate prices, or work for the prices which are better for their organization
because of so many market leaders who might divert their long term clients. So a major
weakness is that they cannot rise or fluctuate prices on a high rate.

AEG Travel services do not go for low price competition as many other airlines are
working for. They maintain a standard of prices that might seem high to some of their
clients as many other airlines are offering these services at lower prices but the difference
is that they are offering these things with comparatively low quality services but AEG
never compromises on their services they will always provide you with the best of
everything that you need in your trip. This apparently seems like a strength but it turns
into a weakness when potential clients are attracted by the other travel agencies which are
offering these things although with low quality but also with lower prices which is a
major attraction for clients.
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OPPORTUNITIES
Opportunities are the new ways and platforms available for an organization to progress in the
ways they are missing out. Following are the opportunities that `I have observed while working
in that organization.
AEG is a highly competitive and innovative organization that knows how to stay in the market
and what factors are required for them to stay a part of the changing circumstances. Yet there are
some sectors that they can work on.

As Technology is becoming more and more common many organizations have come up
with more innovative and convenient ideas that are more convenient for their clients. For
example PIA made it easier for their clients by providing those services at their door step.
AEG has not yet launched anything like this that is customer friendly so with their loyal
and best services in the market if they would add door to door services it would be a great
combination to attract customers. This new innovation is a way for changing their target
market and gaining more customers as clients always prefer their comfort.

They can provide door to door services for their Visas Delivery section as well as Tickets
delivery section.

Exit of any competitor from the market is also a big opportunity for the organization if
they take it as one. An example of this thing is that in the past Jerry’s was an airline that
was the direct competitor of AEG Travels but due to some unfavorable circumstances that
airline was shut down which was a big opportunity for the AEG Travels to come up in the
minds of their competitors.
36

Foreign Missions are very helpful in building up the revenue and repute of an
organization. So another big opportunity for AEG is to take more and more foreign
missions and fulfill these targets so that they will be able to reach a particular position in
the market as foreign missions are highly repute building and also generate a good
amount of capital.
THREATS
Threats are the factors that might be taken as a warning that would bring down an
organization’s repute or revenues, or reduce the clients or employee satisfaction or trust.
Following are some of the threats that are posed in the way of AEG Travels:

As the economic situation of Pakistan is changing very drastically the prices of the
airlines are going very high. Due to such economic conditions a major portion of the
loyal clients of AEG are backing off from travelling that is posing a serious threat to
the revenues of the organization as a big portion of people is giving up travelling due
to the rising economic conditions.

Another threat that AEG has to face is rising interest rates that are causing overdrafts.
Due to high inflation rate State Bank has increased their interest rate from 9% to
17 %. Hence they have to reduce their own profit margins in order to fulfill these
37
requirements as the organization could not take this money form their clients because that
would push them out of the competition with high prices as the price enhancement
margin is very low in this field. As a result, the organization has to reduce their own
margin and not affect their clients in any way.

Due to reducing profit margins the organization also has to reduce the pay or salary
benefits that are provided to their employees. As a result, employees are attracted
towards job opportunities that are giving them a better package. So retaining old
employees in such highly fluctuating economic conditions is also a major challenge
for the organization.

With the fast moving world and increasing technology airlines are becoming more
and more advanced and are creating ways to reach their clients more effectively and
efficiently. They have created ways in which people could easily reach them and book
their tickets which could be delivered to them at the doorstep. So with airlines
reaching their customers directly and at a distance of a click, people are becoming
less and less dependent at the travel agents for making bookings, as the airlines
deliver them at the doorstep.
38
S
t
r
e
n
g
t
h
s
:
W
e
a
k
n
e
s
 Franchise of American Express GBT
 Cut throat competition
 Customer Care Services
 Price skimming strategy
s
e
s
:
 Complete Database
 Leader TMC
 Research & Innovation
 Friendly Environment
 Cost Effective
O p p o r t u n i t i e s :
T
h
r
e
a
 Door to Door Services
 Economic conditions
 Exit of any Direct competitor
 Interest rate Overdraft
 Completing Foreign Missions
 Employee Retention
t
s
:
 Enhancement in the services of airlines
39
CHAPTER 04
CONCLUSIONS & RECOMMENDATIONS
CONCLUSION
Concluding the report, following are the things that I have learned during my internship
with AEG Travel Services:

Departments

Tickets Management

Reporting

Booking

Insurance

Record Room

Dubai Visa

Various information related to the HR.

Eurail

Call center

Dealing in French Visas

Dealing in German Visas

Dealing in US Visas
40
Working with AEG has taught me how to work in a corporate environment. I will always be
thankful to AEG Travel Services to be the first organization to introduce me to the corporate
World.

Through this working experience I have come to realize the importance of punctuality, I
have realized how time should always be valued in practical life.

I have learned Time Management, how to manage my tasks in such a manner that I
complete all of them on time and do them in the best possible way.

It has polished my skills of Professional Communication skills, as I was made to speak
in front of the employees,

It has helped in confidence building.

It has taught me the concept of Emotional Intelligence, from the times I was required to
hide my anger or frustration just because of the position or due to the reason that I was
dealing with a client.

I have learned the concept of Job Rotation and how it is applicable in our practical life.
Even during my internship they rotated me through different departments. So I learned
the skills of many departments.

I learned how to work on their official soft wares like, Sabre.
41
RECOMMENDATIONS
While working as an internee at AEG Travel services I have realized that there are some things
that could be made better in order to make it a more successful Travel Agency. Following are
some of them:

The very first change that I felt they need to bring in their office is to have a Welcome
staff. As there is only one receptionist there who is mostly busy taking calls. So, hiring a
welcome staff who would guide the clients to the respective department that they want to
visit; whether it be Visas department, tickets department, hotel booking etc.

Another change that they should bring is to enhance their building, as it is not very
spacious, and waiting area for clients is not a very comfortable place to sit in so they
should work on their placement and the interior of their offices to produce a better
outlook.

The Organization should make different cubicles for different departments so that they
would be easily differentiable from each other and as there are mostly walk in clients it
would become convenient for them to identify different departments in the office.

They should arrange some souvenirs or giveaways for their clients as well. They are
already doing this activity for their employees giving them giveaways like; pens, wallets,
diaries etc. with AEG logo printed over them. It would create a sense of belongingness
among their regular clients towards the organization.

The upper staff should maintain strict rules and regulations as a very friendly
environment is maintained in the office, due to which employees could have a rather non
42
Serious approach. So strict rules and policies should be followed that would give freedom
to the employees but also make them bound to follow the rules and regulations. They
should be given freedom while staying in certain limits.

A uniform should be given to the employees as it would create an official environment
and it would look good from the outer perspective as well. Since there is no proper dress
code so the employees where whatever they want. A proper uniform would depict
discipline.

The management should go towards more staff appreciation letters and certificates, as it
would create competition among the employees to do better that the others and it would
persuade them to give their best.
43
Annexure
44
45
46
References
https://www.worldtravelawards.com/award-pakistans-leading-travel-management-company-2019
http://www.aeg.com.pk/
http://www.aeg.com.pk/Default.aspx?ID=3&html=Product
http://www.aeg.com.pk/Default.aspx?ID=19&html=Privacy
http://www.aeg.com.pk/Default.aspx?ID=7&html=Business
http://www.aeg.com.pk/Default.aspx?ID=8&html=MICE
http://www.aeg.com.pk/Default.aspx?ID=9&html=Leisure
http://www.aeg.com.pk/Default.aspx?ID=10&html=Religious
http://www.aeg.com.pk/Default.aspx?ID=11&html=Hotel
http://www.aeg.com.pk/Default.aspx?ID=12&html=Eurail
1