PARIS BUSINESS COLLEGE GROUP INSEEC

Internship Report

Thai Airways International Public Company Limited, Co., Thailand

June 03rd – August 30th, 2013

Submitted by:

Chutima GULTANGVATTANA 3rd Year of Promotion 2014

September 16th, 2013

2

Contents Page

Abstract………………………………………………………………………………………3

Preface……………………………………………………………………………………..…4

Acknowledgment……………………………………………………………………………..5

Introduction…………………………………………………………………………………...6

Company Profile………………………………………………………………………………7

Tasks, Projects and Activities of internship …………………………………………………9

- Process of THAI Global Corporate Sale…………………………………………10

- Personal Assistance works……………………………………………………….11

- Global Corporate Sale works……………………………………………………11

- Media Commercial……………………………………………………………….13

- Report presentation………………………………………………………………14

Internship work reflection…………………………………………………………………...16

- Reflection on work………………………………………………………………16

- Reflection on personal development……………………………………………16

Problems and difficulties……………………………………………………………………17

Benefits from the internship…………………………………………………………………17

Recommendation……………………………………………………………………………18

Conclusion ………………………………………………………………………………….18

Annexes

- Cover letter in English version

- Cover letter in French version

- Certificate of Internship from Director of Alliance Development Department at

Thai Airways International Public Company Limited, CO.

- Company’s internship evaluation

- Thai Airways International PCL, Co.’s organization chart

3

Abstract

This report refers to work during 3 months my internship with Global Corporate Sale in

Alliance Development Department at Thai Airways International Public Company Limited,

Co. from 3rd

July 2013 until 30th

August 2013.

During my internship, I have contributed several activities to achieve my goals. I was a

personal assistance of Director Alliance Develop Department to understand and have total

view of the work. I completed the pricing grid for customer. I prepared a presentation

company profile ready for presentation to customer. I participated in the meeting with

customer both conference call and face to face meeting and participated in internal meeting

with functions concerned. Also I did update the customer data base from time to time.

In this internship report will describe all my works and experiences of my internship. It

contains an overview of the internship company and the inside activities, tasks and projects

that I have worked on during my internship. I also wrote about my learning objective and

personal goals that I focus and expect during my internship period.

4

Preface

Currently I am a 3rd

year student of Paris Business College group INSEEC therefore I made

this internship report to completing a Bachelor’s degree of INSEEC BBA (Bachelor of

Business Administrative) during 3 months of my internship at Thai Airways International

Public Company Limited, Co.

The reasons that I choose to do my internship in Thailand because I want to benefit from the

experience and I want also provide my knowledge that I get from another country. As

Thailand is my home place so that I want to provide my knowledge that I gained from school

in aboard to compare and provide the difference of knowledge and work process with other

people so that we can share and improve for the best solution in our work to develop our

country. I want to do my internship to experience the international business world and to

leaning, improve and develop new sets of skills. One of my goals is to use my knowledge and

learn process in big company. Another goal is that to know more people in the company.

5

For this opportunity, I thank;

Nitana Maluangnon, who is the Director of Alliance Development Department and my job

assigned. I really want to thank her for giving me the opportunity to follow my internship at

her department. She had the kindness to accept me and guide me though my internship with

advise, feedback and tips despite her busy schedule.

Amornrut Sriyaphai, who work as a company’s human resource. I want to thank her for

giving me an opportunity to work at Thai Airways International PCL, Co. and finding me a

good position that suit with my interested for my internship.

Anon J, Who is manager of Global Corporate Sales. He always support me and give me

many information about THAT.

Prapaporn, who is my internship coach at THAI. She helps and training me during my

internship by giving feedback and tips in any works. She had always answered me all my

questions concerning my task with her pleased.

Also I appreciated all the staffs I worked with and spent a nice moments with during my

internship at THAI. I want to thank Mrs.Sirin, Mrs.Kassama, Mrs.Kachaphat and

Mrs.Vimonwan.

Refer to my internship at Thai in Alliance Development Department, I was very happy and

enjoyed with them. It is a great experience and I really want to thank everyone for it.

6

Introduction

This report presents a description of my three months internship at Thai Airways

International Public Company Limited Headquarter in Bangkok, Thailand between 03 July

2013 and 30 August 2013. Since I am interested in Marketing, the work was concentrated on

Global Corporate Sale in Alliance Development Department (Star Alliance) and I worked

also as an assistance of Director Alliance Development Department.

Internship Objectives

This is my first time that I work at a big company such as THAI Airways International so that

I expect to learn company process, organization and how to work as a professional. Even I

have learned many things from school but I do not know how it is in real life. This time

THAI, one of the world best airlines company who gave me an opportunity to be a part of

their employee thus I intend to take advantages to learning and collect a precious experience

for my future life. In addition, to meet a variety of people, it can improve my communication

skill with people in different levels whether the seniority of qualifications, work experience,

race, culture, etc. It is a good chance for me to see how apply my knowledge from classroom

in the real life.

Before my internship began I expect and have focus several leaning goals, which I want to

achieve:

- To understand the process and working condition in a big company;

- To see how is work in a professional environment;

- To see that this kind of work is a possibility fro my future work;

- To see what knowledge I need to work in a professional environment;

- To see how my knowledge from class can use in work;

- To learn and see more people work in a real life;

- To learn about the organization of a company such as planning, preparation, process,

etc.;

- To use my skill and knowledge from class in the work;

- To improve my knowledge;

- To get experience in working in another country or another company with people

from another culture;

- To enhance my communication skills;

7

- To know more people, have more connection.

With my knowledge I obtained, my energy and responsibility, I knew that I could learn much

and I could achieve my learning objectives. Thai Airways International PCL, Co is one of an

international company in Thailand and I have also interested in the marketing and

communication field so that is why I choose to do an intern in this company. It is suitable and

I could achieve my learning goals from here.

Company Profile

Thai Airways International Public Company Limited (THAI) is the national carrier of the

Kingdom of Thailand flying domestic and international routes and is a state enterprise under

the jurisdiction of the Ministry of Transport. The Aviation Business and Business Unites

related to air transport form the Company’s core business.

THAI is also known as one of the world’s leading ground handling service agents. The

corporate headquarters is in Chatuchak District, Bangkok and primarily operates out of

Suvarnabhumi Airport. Thai Airways is a founding of the Star Alliance and is the largest

shareholder of the Nok Air 49 which is the low-cost carrier and it launched a regional carrier

under the name “Thai Smile” in 2012. There are 75 destinations in 35 countries that Thai flies

using more than 80 aircrafts. Currently, Thai has new Airbus A380 6 aircrafts are flying a

class configuration. Thai Airways route network is dominated by flights to Europe, East Asia

and South/Southwest Asia, though the airline serves Johannesburg in South Africa and five

cities in Oceania. THAI has one of the largest passenger operations in Europe.

Vision

“The First Choice Carrier with Touches of Thai”

To serve the First Choice Carrier by providing customers quality service with high level of

satisfaction and build long-term customer relationships through consistent delivery of

memorable unique quality of service with Touches of THAI. THAI has qualified human

resources and well maintained ground service equipment to serve airlines allowing them to

meet own service standards at a reasonable cost.

8

Mission

Offering air travel both in Thailand and international services with a convenient and

safe to ensure customer satisfaction and trust.

Maintaining international standards with effective management, transparency and

honesty to increase performance and maximize benefits gained by its shareholders.

Creating a suitable working environment and offer salary increments as a motivator

for the staff to show higher work performance with high job satisfaction for the

smooth running of business.

Be socially responsible as the national airline.

Objectives

To achieve the vision, THAI recognizes the role of the national airline with social

responsibility. Therefore, THAI have the following objectives,

1. Retain all customers and business partners fairly and honestly and protect the interests

of every customer.

2. Be natural in politics for the benefit of both Thai nation and society.

3. Run business on the basis of fair competition.

4. Support the efficient use of domestic resources while preserving natural resources

with minimum impact on the environment.

Board of directors

The president of the Thai Airways is Dr. Sorachak Kasemsuvan and Mr. Ampon Kittiampon

serves as the Chairman of the company. Thai Airway’s Board of Directors is made up of

knowledgeable and qualified individuals of various backgrounds and experience including

airline industry, finance, accounting, legal and high ranking government officials. Members

of the board actively contribute in various areas of the Airway’s operations including the

Airway’s vision, mission, objectives, strategies, goals and approving the strategic directions

and policies.

9

Star alliance

In 1997, Thai Airways International joined with Air Canada, Lufthansa, SAS, and United

Airlines to establish “Star Alliance”, the first global airline alliance. From the first launch on

14 May 1997, Star Alliance is still having the leading and the largest global airline alliance,

comprising 28 quality airlines. There are Adria Airways, Aegean Airlines, Air Canada, Air

China, Air New Zealand, ANA, Asiana Airline, Austrian Airlines, Avianca-TACA group,

Brussels Airlines, COPA Airlines, Croatia Airlines, Egypt Air, Ethiopian Airlines, EVE,

LOT Polish Airlines, Lufthansa, Scandinavian, Shenzhen Airlines, Singapore Airlines, South

African Airways, Swiss Int’l Airlines, TAM Airlines, TAP Portugal, Thai Airways Int’l,

Turkish Airlines, United Airlines and US Airways.

Star Alliance offers a comprehensive global network to more places of 1,329 airports in 195

countries with more than 21,900 daily departures. It offers top flight products and services

delivered with a cultural flair. A wide rage of frequent flyer travel benefits and better

connections via coordinated schedules at key hubs.

Vision

To be the leading global airline alliance for the high value international travelers.

Mission

To contribute to the long-term profitability of its members beyond their individual

capabilities.

Tasks, Projects and Activities of internship

During my internship, I had been assigned to work on projects and activities that mostly

focus on Global Corporate Sale and personal assistance. My daily tasks and activities

consisted of the following:

Personal Assistant to understanding and have total view of the work

Complete the pricing grid for customer

Fare loading/ fare filling

Prepare slide presentation, company profile ready for presenting to customer

10

Participated in the meeting with customer both conference call and face to face

meeting

Participated meeting SAAT

Internal meeting with functions concerned

Update the customer data base from time to time

Mailing letters to clients

Prepare template for agreement between THAI and customer company

Participated in shooting TV commercial advertising

Research report AEC (Asian Economic Contribution)

Process of THAI Global Corporate Sale

Firstly, I want to show you a process of THAI Global Corporate Sale how is work.

THAI Global

Corporate Sale

Department

Mutually agreed on

Fares and Conditions,

Contract finalizing and

Signing the agreement.

THAI sends template

of main Contract to

Corporate Customer to

review and comment.

THAI and Corporate

Customer final review

for the proposal.

THAI sends proposal

to Corporate Customer

for 1st negotiation.

THAI analyses REP

and consolidates fares

each PoS and prepare

proposal.

Once NDA agrees and

signed by authorized

signatory, one copy

return to Corporate

Customer and another

for THAI.

THAI receive request

for Proposal (REP)

from Corporate

Customer.

Global Corporate

Customer

Complete

THAI sends Template

of Non-Disclosure

Agreement (NDA) to

Corporate Customer to

review and comment.

11

Personal Assistant works

I have worked with Director of Alliance Development Department. I helped her preparing a

presentation for internal meeting such as a business plan, manpower, etc. and preparing

material for training new cabin crew and pilot about Star Alliance. I also helped her arrange

documents and make in a file.

Global Corporate Sale works

Mailing letters to clients

Most Corporate Sale customer is international company. We target company who is

frequently flying. To mailing and contact with our client is an important daily work. The

fares need to be updated and propose them therefore email letters need to be sending out to

clients. I also send out fare loading about the next season to the department of fare loading to

give them to upload fare and test fare before launching.

Complete the pricing grid for Corporate Customer

Before we have proposed fare to client, we have to arrange the price in each Point of Sale

first. By using an excel program, I create a form and table in each Point of sale and divided in

8 points; Original of destination, Route, date of fare agreement, Airline, Classes, Origin price,

Price Discount and High/low season.

Propose fares to Corporate Customer

To propose fares to customer, firstly I have to select fares from the Point of Sale which

relates to the route that company would fly and propose them.

Fare loading/ fare filling

After we have a new price for next session, I have to send out the fare to download on online

system to the department of fare loading and test the fares before launching on system.

Mr.Dullapong who is a fare loading teams that I always contact with him. He will update me

when the fare was loaded or when there is a problem of fares.

Prepare slide presentation, company profile ready for presenting to customer

I prepared a presentation of company profile in PowerPoint to present to customer and to let

them more understanding about our company. In the presentation, it included company

12

profile and products. First of presentation, I presented company’s overview that consist of

company’s history brief, operation flights, routes, aircrafts, services and awards. Second, I

presented THAI products which are Royal First Class, Royal Silk Class, Premium Economy

Class and Economy class. I also chose to present the Royal Orchid Spa in the presentation

that it shows what “Touch of Silk” is. At the last of my presentation, I presented the

Environment Awareness of Thai Airways International PCL, Co. that we are in Green Peace

member.

Participated in the meeting with customer both conference call and face to face meeting

It was two times that I have chance to participate in the meeting with customer, once is

conference call from Toyota Motor in Thailand and once in face to face meeting with Kodak

Company. According to Toyota is a big company, there is a number of manufactures in Asia

and Thailand, so that they will our clients and without problem with our fares. They are

satisfied with our proposal both routes and fares and they have done the agreement with

THAI. In the other hands, Kodak Company who is having been Bankruptcy Company, after

we have discussed, they propose us to decrease price for them. See from their financial

situation that is not stable therefore now the contract have not done. It is on process of

negotiation between THAI and Kodak.

Update the customer data base from time to time

To update the customer data base, we are always searching and contacting with our partners

such in Sale department, Star Alliance office in Frankfurt GmbH Department (Headquarter)

etc. The process goes through the phone and email. We request and check the information

together time to time by one or two times per month. Documents will be sent regularly

throughout in the day or two days and most documents have to be edit and reviewed

regarding in that moment.

Prepare template for agreement between THAI and Customer Company

According to the process of Global Corporate Sale, there is a contract have to be signed

between our company and Customer Company, therefore my work is also preparation the

agreement between two companies and follow the movement and the signature of both

THAI’s CEO and Customer Company’s CEO.

13

Analysis Annual Revenue Report 2012 of Global Corporate Sale

On 25th

June, 2013 there is a Internal meeting with VP of Alliance & Commercial

Development therefore I have analysis annual report 2012 which consist of the budget of TG

own and Star Alliance in 2012, revenue of TG Own and Star alliance 2012 and analysis a

number of accounts of customer in both TG own and Star in 2012 VS 2013. I analyzed a

number accounts of TG own and TG Star between 2012 and 2013 by counting a new

accounts, who is a new account of TG own and come from Star account, what is a target

budget for 2013, an adjusted target and a different actual and target in a percentage.

Participated meeting SAAT (Star Alliance Airport Team)

On 22nd

August 2013, I participated the meeting SAAT which is the meeting to present and

introduce SAAT’s work to EVA air who is a new member in the teams. The meeting was

occurred at Suvannaphum airport, Bangkok that most of participants are Station master of

Airlines Company such as Thai Airways, Lufthansa, Singapore Airlines, All Nippon Airline,

Ethiopia Airline, etc. at totally 30 participants. The meeting is talk about a general work, the

organization, and updated news. From this meeting, it make me know more about SAAT and

understand how it work.

Participated Internal meeting with functions concerned

On 25th

June and 26th

August 2013, I participated in the internal meeting with VP of Alliance

& Commercial Development. There are 20 participants in the meeting which are Marketing

& Commercial department, Sale department and Alliance Development Department. From

this meeting I more understand the process of work and professional working environment.

Media Commercial

Participated in shooting TV commercial advertising

I have an opportunity two times to visit a studio shooting TV commercial of Thai Airways

International. First time is on 22nd

July 2013, it is a TV commercial shooting to present

“Smooth as silk”. It placed at Suvanaphum Internatioanal Airport in Bangkok. My second

time is on 29th

August 2013, it is an advertisement of Star Alliance which is Mr.Buekaw as a

presenter. To promote and attract the world to fly with Thai Airways therefore we chose

Mr.Buekaw who is currently most popular Thai boxer in the world. From this activity, it

made me much more interested in Advertising work. I felt enjoy and touched of professional

14

work because the team of advertising, they are a real professional team who came from

England. It is very lucky for me to get this chance and work with them.

Research report

Report of AEC (Asian Economic Contribution)

During my internship at Thai Airways International PCL, Co., I was assigned a report about

AEC (Asian Economic Contribution) from my director of Star Alliance Development

Department because the AEC is the hottest issue in currently and she wants to know what is

AEC and opportunity for THAI. So I made the report that consists of the history and

objective of AEC and opportunity for THAI company that will get from the ACE.

Summary of AEC report:

AEC stands for ASEAN Economic Community shall be the goal of regional economic

integration by 2015 which comprises The 10 ASEAN member countries: Brunei,

Darussalam, Cambodia, Indonesia, Laos, Malaysia, Myanmar, the Philippines, Thailand,

Singapore and Vietnam. Asean leaders have agreed the AEC could be launched on Dec 31,

2015.

The goal of establishing AEC to transform the region into a single market and production

base with a highly competitive advantage to make it a stable and prosperous region.

The characteristics and elements of AEC :

A. Single Market and Production Base:

Free flow of goods

Free flow of services

Free flow of investment

Freer flow of capital;

Free flow of skilled labour

B. High Competitive Economic Region, according to the AEC blueprint:

Competition Policy

Consumer Protection

Intellectual Property Rights

15

Infrastructure Development

Taxation

E-Commerce

C. Equitable Economic Development:

SME Development

Initiative for ASEAN Integration

D. Integration into the Global Economy :

Cooperative Approach towards External Economic Relations

Enhance Participation in Global Supply Networks.

Pros in ACE’s member

Myanmar : Agriculture and Fisheries Products

Malaysia : Rubber and Textile Products

Indonesia : Moto Industry and Wood Products

Philippines : Electronics

Singapore : Information Technology

Thailand : Tourism and Aviation

Vietnam : Logistic

Opportunity for THAI company from AEC

According to pros of Thailand, you can see that we will be a leader of tourism and Aviation

in Asia Pacific. Therefore, THAI will directly get an opportunity from AEC because Thailand

is a central of Asian Pacific, the central of commercial and rich of tourism therefore when

Thailand is a center of passenger in the same ways Thai Airways International PCL,Co, will

gain more passenger.

16

Internship work reflection

Reflection on work

Working as a Personal Assistance and Global Corporate Sale in Alliance Develop

Department helped me develop and learns many things. As a Personal Assistance, I have

many works in different kinds, I went many place in that different works such as a

preparation presentation, preparation material for presentation and meeting, participated

internal meeting and outside meeting, participated in shooting TV commercial and

participated in class of cabin crew. The good thing is that these works are all aspects of the

knowledge I obtained during my communication education. This knowledge has helped me a

lot with the projects that I have done for Thai Airways International PCL, Co. I had studied

the structure of company, business plan, manpower, and budget. I learned how to do

marketing, business plan and how to come up with strategies. The knowledge that I obtained

of my education has really help me in this work.

During my internship I have worked on analysis revenue report and budget. I have analyzed

Global Corporate Sale’s financial. This is the first time I had done this, I did not know how to

do. The budget was really complicate and the description was very difficult. Each equipment

has other equipments with all different costs and that made it complicated but after I

understood how it work it made me easier to work on it.

To work on analyzing it has helped me more develop and improve my capability of analysis

and my future research. During the internship, I had conduct on analysis revenue and budget.

This helped me understand the annual report and budget process. As for my observing and

analyzing skill, I had to monitor and observe the use of excel program weekly. It has also

helped me understand about the financial such as cost that are involved in the report.

Calculated revenue and budget target, has help me improve my financial skill too.

Reflection on personal development

I have achieved how to work effectively on my internship by working and using to-do list.

Mrs.Nitana, who is my director she was usually sending me to-do list by email. The to-do list

is show work that I have to make it done first and had more priority than other daily tasks.

I want to work more precisely. At the beginning of my internship, I noticed that there are lots

of mistakes found in my work. Most of mistakes are grammar, spelling and not well pay

17

attention. So now I have improved that by reading, focusing and pay attention better on my

work.

Problems and difficulties

The only main problem with me in this work is that I did not have any knowledge of Aviation

Business. That is why first two week of my internship were a litter bit difficult because most

of time I have to learn and understand the Aviation business. I have to study the process of

Global Corporate Sale and all about Star Alliance. But most of time, at least what I tried to do

is figuring out everything on my own and support from my inter coach at office. By working

this why I learned about the subject on my own and I keep learning by doing.

Benefits from the internship

From my internship at Thai Airways International PCL, Co., I got many opportunities to

learn and develop myself in many areas. I gained a lot of experience, especially in Corporate

Sale and communication. A lot of the tasks and activities that I have worked on during my

internship are familiar with what I am studying at the moment. I more understand company’s

structure and particular work process and team work. I was developed my language skill such

a English that I have to use everyday in my work. I have self development, be more

responsible and work as a professional. I learned a lot from my college and the different

intern that I have been working with during my internship. Each people have a different

experience and education background and that made it interesting for me. By working with

them I got to learn from them and become aware educational background.

18

Recommendation

Thai Airways International Public Company Limited, Co. is a good company for interns.

THAI supports and helps interns improve and develops their skills. But THAI normally

accept just interns from Thai university therefore I would recommend THAI to open and give

opportunities for the interns in international and Thai student who studying aboard. I think If

THAI open this opportunity to them, THAI could gain more benefits because interns from

aboard they have a different culture so that THAI can take that different to learn and adapt in

the company in win-win term.

I would recommend to interns who like Thailand. To work at Thai Airways International

PCL, Co. you will learn and gain many things from here. Firstly, you will understand the

process of work, to see Thai culture with Touch of Thai. I confirmed that this place will make

you enjoy and happy with work. Especially in Alliance Development Department, I would

recommend to all international interns to work in this department because they always

welcoming and support an intern from international. The work will relate to your appearance.

For example most customers are foreigners so English will be very useful in this work to

contact with customer. Moreover life in Thailand is very nice and most of Thai people are

friendly, smiley, kindness these are charm of Thai that most people loved it therefore I would

recommend that you will have a happiness and a good moment while you work here.

Conclusion

First of all I want to thank all Staffs at Thai Airways International PLC, Co. About

three months that I’d worked as an internship at Thai Airways International PLC, Co I had

gain lots of knowledge and very good experiences. I’d learned about the process of

operation, did have a chance to contract with customers by sending emails. They assigned

works such as fare filling, the contact between company and customers, personal assistance,

prepare slides for presentation to customer and participate in the meeting, etc. All these works

that they assigned me, I am very glad to do and learn.

Moreover I have more understanding of company’s structures, particularly for work

process, teamwork, developing my English skill and self-development which made me have

more responsibility, more awareness of the role and importance of the work, more confidence

and more professional. I also learned how to have good relationship with people around me. I

19

thoroughly enjoyed my work in Alliance Develop department in the company. Honestly, I

can say that I am so lucky to be participating in this team. During the internship, colleagues

make me feel warm like a family they are very nice and are willing to teach me, help me and

support me every thing. I do I have improved my computer skill such as program excel and

power point that I gained more knowledge from works of accounting. And I know how to use

Airline program for checking or booking ticket that is usually in general Airline industry.

In these days, these things that I learn are very in my future life. Therefore the

knowledge and experiences, which learned by this internship, is regarded as my opportunities

for work in the future. I am willing to work in this company.

20

Annexes