Enhancing Customer Experience and Sales in the Travel Industry: A Study on Sinbad Tours and Travels.

Abstract

Founded in 2018, Sinbad Tours and Travels is one of the popular travel agencies in Bangladesh. It provides air ticketing, holiday packages, hotel booking, car rental services, visa support, and event management services. Being an IATA-approved travel agency, it has built customer trust by providing the best services. This report is part of the Bachelor of Tourism and Hospitality Management program and focuses on understanding how customer experience affects sales growth in the travel industry, with Sinbad Tours and Travels taken as the case organization. The report is based on observations during the internship, discussions with staff, and the day-to-day operational practices of the agency. The purpose is to examine how sales tactics, customer support, and operations influence customer satisfaction and business performance. The result of the study shows that timely and helpful service to customers, along with personalized services and digital methods, improves customer satisfaction. These practices promote loyalty, bring repeat bookings, and directly support sales growth. The study also shows that focusing on customers is the path to staying competitive and keeping an advantage in the travel industry.