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Tender for Social Media & Perception Management for Air India Express
01 Tender no. AIEL/CC/SMPM/COK/2019/002
02 Name and address of proposer Chief of Corporate Communications,
Air India Express,
Airlines House, Durbar Hall Road, Kochi,
Kerala 682016
Telephone : 0484 2350166
03 Name of service Social Media & Perception Management for
AIEL
04 Period of service Two years from the date of signing of the
contract agreement. (Further extendable on
mutual agreement).
05 Service intended for Digital Content Creation, Social Media
Management, Customer Service through
Social Media, Analytics, Solutions, Media
Intelligence and Perception Management for
Air India Express.
06 Last date and time of submission
of sealed bids 24.06.2019, 17.00 Hrs.
07 Place of submission Chief of Corporate Communications, Air
India Express, First Floor, Airlines House,
Durbar Hall Road, Kochi, Kerala 682016.
08 Bid System Sealed Two Bid System.
Cover 1 – Technical Bid and Cover 2 –
Commercial Bid as explained in this
document.
Both covers should be submitted in a master
envelope super scribed with “Bid for
appointment of Agency for Social
Media/Perception Management - Tender
No: AIEL/CC/SMPM/COK/2019/002”
09 Earnest Money Deposit Rs 1,50,000/- shall be submitted along with
the technical bid in the form of DD/Pay
Order/ Bankers Cheque, drawn in favour of
„Air India Express Limited‟ payable at
Kochi. Bids received without EMD shall be
rejected.
10 Technical Bid opening date &
time
27.06.2019 ,11.00 Hrs.
2
INDEX
Sl. No. Content Page No.
1. Preamble 3
2. Objectives - Social Media/Perception Management 5
3. Scope of work 6
4. Deliverables 8
5 Terms of Engagement 11
6. Qualification Procedure 14
7. Selection Process 16
8. Guidelines to Bidders 19
9. Ernest Money Deposit 20
10 Benefit to Micro and Small Enterprises (MSEs) 21
11 Verification by Air India Express Limited and Disqualification 22
12 Disclaimer 24
13 Formats for submission 25
3
1. PREAMBLE:
Air India Express Limited (AIEL), headquartered at Kochi, Kerala, is a wholly owned
subsidiary of Air India Ltd, and it operates the airline under the brand name: „Air
India Express‟ (AIE). It was launched as a low-cost carrier in April 2005, with the
objective of providing convenient connectivity, to short haul international routes, in
the Gulf and South East Asia at affordable prices. The airline‟s target segments are
the Indian expatriate, budget travellers and leisure travellers. The airline aims at
providing non-stop, no frills service to its customers.
The Airline‟s vision at this time, is to become India‟s most efficient and preferred
LCC on regional international routes; constantly exceeding passenger expectations, in
terms of quality, convenience and comfort.
Our fleet consists of 25 state of the art B737-800 aircraft. Currently, Air India Express
flies to 13 international destinations – Abu Dhabi, Al Ain, Bahrain, Dammam, Doha,
Dubai, Kuwait, Muscat, Salalah, Sharjah, Singapore, Ras-Al-Khaimahand and Riyad -
from 20 Indian cities – Kannur, Kozhikode, Kochi, Thiruvananthapuram, Mangalore,
Bengaluru, Chennai, Tiruchirapally, Madhurai, Coimbatore, Vijayawada, Mumbai,
Pune, Surat, New Delhi, Amritsar, Lucknow, Jaipur and Varanasi.
Air India Express has carried 4.34 million passengers in 2018-19. Currently the airline
operates 93 departures per day and 649 departures per week. The Airline has plans to
increase the frequency of flights on existing routes and expand to newer destinations.
The Airline‟s distribution system is entirely web-based. In addition to online
reservations and bookings, the reservation system also supports on line booking /
payments for ancillary services such as advance seat reservation, excess baggage,
travel insurance, special meal, etc.
The Current Social Media ecosystem:
Air India Express has been active on the social media platforms including Facebook,
Instagram, YouTube and LinkedIn since June 2016. The social media agency
appointed by AIE has been managing the above mentioned official social media
handles during this time. AIE now holds a clear identity in all the social media
platforms as a result of better engagement and effective interaction with the social
media audience.
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Facebook Total Page Likes: 178,730
Total Page Followers: 180,801
Minimum two posts per day on the page.
Creation and uploading of 4 videos in a month.
Total posts: 2206
Total Videos: 160
Instagram Total followers: 12,900
Total posts: 140
YouTube Total views : 371590
Total Videos uploaded: 160
LinkedIn Total followers :12355
Creates and uploads one post per day.
Total posts: 1004
Blog (blog.airindiaexpress.in)
Total Number of Articles: 144
Newsletter
One HTML newsletter per month
*Numbers as on 31st May 2019
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2. OBJECTIVES -SOCIAL MEDIA/PERCEPTION MANAGEMENT
To enhance the online presence and visibility of brand „Air India Express‟,
consistent with its size, stature and performance amongst all stakeholders,
through social media platforms.
To keep the customers, general public and media informed about the new
offers, services, corporate events, improvements, news, views etc. related to
Air India Express.
To increase the traffic to the airline‟s website and to drive in more business.
To maintain Social Media platform for crisis management applications. To
deal with sudden and significant events by providing proper and convincing
messages to the customers through social media platform.
To build a strong and popular brand and revenue enhancement through social
media initiatives.
To engage the audience in conversations about Air India Express so as to build
positive, futuristic branding and to maintain sustained interactions with stake
holders, and enable them to become ambassadors of Air India Express in the
social domain.
To continuously gauge stakeholder and public sentiments around the brand
and implement appropriate remedial measures.
To reduce AIE‟s dependence on traditional media channels and counter
inaccurate/ adverse press coverage.
To complement voice based customer service by responding to the customer
complaints and feedback via social media.
To promote sales of ancillary services like special meals, ASR, excess
baggage etc.
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3. SCOPE OF WORK:
3.1. SOCIAL MEDIA MANAGEMENT
Social Media Management: Manage & curate all existing social media channels of Air
India Express. Tasks include conceptualizing relevant content appealing to the target
audience, designing and applying promotional strategies for the organic growth on social
media channels like Facebook, YouTube, LinkedIn, Instagram, Blogs, etc. It also includes
real-time monitoring and updating the Wikipedia page of Air India Express with
appropriate content. Agency will also be responsible for, prompt interactions with Air
India Express‟s audience in the social media space, as well as, for developing appropriate
strategies for engaging the audience in relevant conversations around Air India Express‟s
key agenda.
3.2. PERCEPTION MANAGEMENT
Develop a perception management strategy for Air India Express and effectively
implement it. Several tools including short perception videos are to be produced and
showcased in relevant social media platform. Social media events, awareness programs,
engagements, etc. are to be organized, so as to reach the new media population. Liaison
with different public forums to disseminate information regarding AIE to create a vibrant
brand visibility for Air India Express amongst the public at large. Organize strategic
meetings with key influencers and other support forums as well. Manage high-end media
relations and organize top-level interactions as and when required.
3.3. SOCIAL MEDIA ANALYTICS:
The agency has to submit analytics about the social media performance of Air India
Express on a monthly basis and should be able to provide solutions, based on such
analytics and feedback.
3.4. MEDIA INTELLIGENCE:
Comprehensive monitoring of print, visual and social media for Air India Express and
submitting customized reports, as well as analytics. Proactively gauge media and public
sentiments through monitoring as well as through interaction with key resources in
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respective segments and develop prompt communication strategies. Plan and initiate
discussions in the media for Air India Express whenever necessary.
3.5. ONLINE VIDEO PRODUCTION
The Agency will create HD videos and distribute the same through Social Media by
showcasing Air India Express, as per the requirement of Air India Express. The respective
videos will include different contents from all over India. Videos on Events, Testimonials,
Case Studies, Stories, Infographics etc. are to be developed on a timely basis and to be
uploaded relevant social media platforms.
3.6. PERCEPTION MANAGEMENT GROUND ACTIVITY
The selected agency must ideate, plan and conduct various ground activities on a timely
basis. The team should come up with out-of-the-box ideas and topics for the events. Air
India Express will bear only the logistics expenses for the ground activity and the agency
has to bear all other expenses related to the conductance of such events.
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4. DELIVERABLES
The following are the minimum deliverables to be ensured to cover the scope of work.
4.1. Professional Executive Support
(i) The agency has to deploy at least one social media expert at AIE Headquarters
in Kochi, for exclusive Social Media assignments of AIE. He /She has to be
available during office hours at AIE and the agency should not entrust any
other responsibility other than what is required for AIE to this professional.
The expert shall be in continuous touch with various departments of AIEL for
effective flow of information in social media platforms. The credentials and
details of such personnel must be deployed at AIE office must be
communicated to the concerned officials of AIE.
(ii) Apart from the above personnel, a senior level professional of the agency, who
is experienced in handling such accounts, is to be identified as the project
leader for this work, and he/ she should remain as the exclusive single point
contact for all the activities related to the execution of this work. The
credentials and details of such personnel must be communicated to the
concerned officials of AIE.
4.2. Facebook:
(i) Develop monthly promotional strategies for enhancing organic reach of
Facebook page and execute them effectively (The Facebook plan for
upcoming month to be submitted by 15th
of preceding month.)
(ii) Post minimum two well designed updates per Day
(iii) Ensure Continuous Engagement
(iv) Respond to all customer queries, complaints, feedback etc. on real-time basis
with approval of the concerned departments in AIE.
(v) Activate 24X7 FB war room during crisis situation without any additional cost
involvement.
(vi) Plan & execute facebook live broadcast for all important events of AIE.
(vii) Develop and update the FAQ bank based on customer feedback received on
Facebook.
(viii) Plan and conduct facebook contest to improve audience engagement. End to
end conductance of the contest (from conceptualization to delivery of the
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gifts) will be the responsibility of the agency. (The actual cost of the gift and
courier charges, if any , for sending the gifts will be borne by AIE.)
(ix) Add minimum 5000 permanent new fans per month
(x) Liaison with Facebook authorities, monitor & report adverse interferences on
social media.
4.3. Blog:
(i) Complete management of the microblogging website, blog.airindiaexpress.in
(ii) Customization, Content Creation
(iii) Design Services
(iv) Four Articles / Month
4.4. Online videos:
(i) Creation, uploading and management of videos/ animations.
(ii) Testimonials & Interviews
(iii) Event Videos
(iv) Corporate Videos
(v) Infographics & Explainer Videos
(vi) Four Videos / Month
4.5. Wikipedia:
(i) Content Creation for the Page
(ii) Updating as and when required
(iii) Real-time Page Monitoring
(iv) Diplomatic Edit Strategy
4.6. E-mail Newsletters
(i) One HTML Newsletter / Month
(ii) Content & Design in HTML
(iii) Spam Free Delivery
(iv) Database Management
(v) Analytics & Tracking
4.7. LinkedIn:
(i) Management & Customization
(ii) Engaging the Professional Community
(iii) One Update / Day
(iv) Minimum 100 Followers / Month
(v) Utilizing the HR Advantage
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4.8. Instagram:
(i) Management of the official Instagram account.
(ii) Creation and uploading of at least one unique post per day.
(iii) Ensure Continuous Engagement
4.9. Photo/Video Bank
(i) Create and update a digital photo/video bank covering high-resolution
photographs and videos of Air India Express with cataloguing.
(ii) Minimum 100 photos & 20 videos (minimum 5 minutes per video) per year.
4.10. Perception Management Ground Activity
(i) Minimum two perception management events must be conducted per year
(ii) Conceptualization, implementation, venue coordination, stage management, guest
coordination, audio video arrangements, participant coordination etc. will be the
responsibility of the agency.
(iii) AIE will bear only the logistics cost and no charges will be paid to the agency for
the conductance of such events.
Apart from the above platforms, the agency may be asked to introduce any new social media
platform and the agency has to take up such work without any additional cost involvement.
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5. TERMS OF ENGAGEMENT
5.1. Validity:
The contract shall be valid for a period of two (2) years from the date of signing the
contract. This could be further extendable on the same terms and conditions on mutual
agreement.
5.2. Payment Terms:
Engagement shall be on a monthly retainer model. The agency shall raise monthly
invoices as per the rates finalised in the agreement along with monthly performance
report covering the achievements pertaining to deliverables mentioned above. A monthly
evaluation will be done by AIEL to assess the fulfilment of the deliverables. On
satisfactory completion of monthly assignment, AIEL will make the payment of monthly
retainer fee within 30 days of submission of bills after deducting applicable TDS and any
other statutory/ mandatory payments. No advance payments would be made under any
circumstances.
The Monthly retainer fee includes:
All executive time spent in providing social media/perception management/
media intelligence
Cost of all software/ technologies/ photo shoots, any other audio/video/
design/ text/digital/music content creation activities, etc. that are to be
undertaken, to meet the scope of work and achieve the deliverables
All office administration costs
All local travel expenses in Kochi for agency staff
In case on any specific assignments /situations, wherein the agency may have to travel
outstation / incur additional expenditure, such Out-of-Pocket expenses on actual, against
production of documentary proof of expenses incurred could be considered for
reimbursement, only if prior approval has been obtained from competent authority of AIEL,
for such works and expenses.
5.3. Security Deposit:
The bidder who qualifies for award of contract will have to deposit 5% of the total contract
value as interest free security deposit with AIEL within two weeks of receipt of the Contract.
The Security Deposit is to be paid by a Bank Draft or Banker‟s Cheque in favour of Air India
Express Limited, payable at Kochi or by way of execution of a Bank Guarantee for an
equivalent amount. In case of submission of Security Deposit by Bank Guarantee, it may
please be noted that the original Bank Guarantee has to be forwarded by the Bank directly to
AIEL through registered AD. The expenses incurred towards submission of Security Deposit
/ Bank Guarantee will have to be borne by the agency. The Security Deposit / Bank
Guarantee will be refunded / returned after three months of successful completion of
deliveries mentioned in the contract and after adjusting deductions/ penalties if any. Air India
Express reserves the right to forfeit the security deposit partly or fully in case of violation/
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non fulfilment of agreement and service conditions. A format of the BG is attached with the
tender (Annexure D)
There is no exemption for submission of Security Deposit in case of MSME vendors.
However for MSME vendors, the Security Deposit / Bank Gurantee can be taken on yearly
basis, renewable every year. The second year SD/BG should be valid till 60 days beyond the
contract period.
5.4. Password / Admin/ Data / Security Management:
As the successful bidder would get access to commercially important data and contacts of the
Airline, the agency should ensure utmost confidentiality and fairplay. They have to ensure no
information is being misused or misrepresented on any of the platforms. The agency should
always ensure that the data made available for this work is not being used for any purpose
that would be detrimental to the interest of AIEL.
All contacts, such as e-mail ids, phone numbers and other contact information which are
being gathered as part of this assignment should be shared exclusively with AIEL and
confidentiality of the same should be ensured.
All log in passwords and admin rights are to be shared with AIEL as and when created and
changed.
All security aspects, including maintaining robust hacker free/ spam free social media
platform is the sole responsibility of the agency. Agency has to ensure passwords are not
being misused by any of its employees/ ex-employees/ or any person. A Non-Disclosure
Agreement (NDA)should be executed before the start of the agreement and same will be a
part of the agreement.
All content shared online must be copyrighted; protected and unauthorized use must be
monitored.
5.5. Liability
The agency shall be solely responsible and liable for the consequences arising out of violation
of law, unauthorised access, and infringement of rights, loss or damage arising out of any act
or deeds in connection with this assignment. Further AIEL shall in no way be responsible and
liable for consequences arising out of any type of factual/human/ technical errors and the
consequences arising out of violation of law, unauthorised access, and infringement of rights,
loss or damage arising out of any act or deeds in connection with this assignment. The agency
shall indemnify AIEL from judicial /financial / moral responsibilities on the above matter.
5.6. Penal Clause:
Based on monthly evaluation, a penal clause of 5% of monthly retainer fee could be imposed
as penalty on the agency if the work/deliverables are not up to the desired level. AIEL holds
the sole discretion of assessment and imposition of penalty.
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5.7. Termination / Exit Clause:
In case of unsatisfactory performance or breach of any of the clauses of this contract, AIEL
would issue a notice of 30 days to the agency to rectify the breach and improve the
performance failing which AIEL shall be at liberty to terminate this agreement by providing a
30 days written notice to the agency. The agency shall not have any right to dispute or
question the judgement of AIEL of unsatisfactory performance of the agency.
Notwithstanding the above, AIEL shall also be at liberty to terminate this agreement for any
reason including change in situation/ circumstances etc. by providing to the agency a 30 days
written notice. The agency shall also be at liberty to terminate this contract by providing to
AIEL a 90 days written notice. In such an event, the terminated agency shall have no right to
claim compensation/ damages etc. from the terminating party on account of early termination.
However, the agency shall duly comply with their respective obligations during the notice
period and thereafter shall discharge the obligations arising out of the agreement till the
termination.
AIEL reserves the right to award the contract to any other agency on termination of the
awarded contract.
5.8. Arbitration:
Any dispute arising between the parties in respect of the construction, interpretation,
application, meaning, scope, operation or effect of this document or the validity or breach
thereof, shall first be settled by mutual consultation. If the dispute remains unresolved after a
period of 90 days from the date when the mutual consultation has started, the matter shall be
referred for settlement to 'SCOPE FORUM OF CONCILIATION AND ARBITRATION',
Govt. of India, and the award made in pursuance thereof shall be binding on the parties.
5.9. Jurisdiction
Any dispute whatsoever shall be subject to the jurisdiction of the courts of Kochi Kerala,
India, only.
5.10 Force majeure:
Neither party shall be liable for delay in performing obligations or for failure to perform
obligations if the delay results from any of the following (whether happening in India or
elsewhere) force majeure, Act of God or any Governmental act, fire, earthquake, explosion,
accident, industrial dispute, civil commotion, or anything beyond the control of either party.
The party shall use all reasonable endeavours to minimize any such delay. Upon cessation of
the event giving rise to the delay the parties shall in so far as may be practicable under the
circumstance, complete performance of their respective obligations hereunder.
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6. QUALIFICATION PROCEDURE
6.1. The prospective Social Media/Perception Management organization must conform to
all the pre-qualification criteria given below and shall attach documentary proof for each
of the qualifying requirements. Bids without adequate supporting documents shall be
treated as incomplete.
6.2. Pre-Qualification Criteria
Criteria Documents to be Submitted
(i) The agency should have been in the business
of providing Social Media Management
Services in India for a period of at least three
financial years as on 31.03.2019. The agency
should be a private/public company registered
under the companies Act.
Certificate of incorporation/
registration of firm
Memorandum of Association,
Article of Association or other
related document to establish
the nature of business.
PAN, GST Registration
(ii) During the past three financial years (2016-17,
2017-18 & 2018-19) agency should have
generated an average of Rs. 1 Crore turnover
per annum.
Audited Balance Sheet & Profit and
Loss Account of the bidder for
three financial years. For FY 2018-
19 provisional balance sheet will
be accepted.
(iii) The agencies with multiple service verticals,
should have achieved at least 75% of the total
turnover from social media business alone.
This is to emphasize that the agency‟s major
resource deployment and engagement is in the
required domain of social media management.
The segment reporting of the
audited financial statement to
establish minimum turnover of 75%
from Social Media Management in
the above financial years. In the
absence of segment reporting in the
financial statement, the agency may
submit a document duly certified by
a Chartered Accountant to prove
the turnover from social media
business.
(iv)
The agency should have experience of at least
one year in providing social media services to
at least one Central / State Government
departments/ PSUs as on 31.03.2019.
Work orders / contracts placed on
the agency for a period of at least
one year from Central / State
Government Department / PSUs for
social media assignments. Contact
details / references from such
organization may please be
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submitted.
(v)
The agency with prior experience in handling
clients from aviation industry will be given
preference.
Work orders / contracts placed on
the agency from clients from
aviation industry for social media
assignments. Contact details /
references from such organization
may please be submitted.
(vi)
The core team of the agency should have
relevant academic qualifications and practical
expertise in the areas of web, social media,
photography, media, publishing, imaging and
communication with proven track record.
Documents to establish the
available infrastructure facility and
credentials of the professional team
associated with this social media
work.
(vii)
The bidder as applicant should not have been
blacklisted by any Central / State Government /
PSU/ Public Authority or Organization.
Self-certification
(ix)
The applicant agency should not be involved in
any major litigation that may have an impact of
adversely affecting or compromising the
delivery of services as required under this
Tender and in the execution of the contract.
Self-certification
The agency shall be prepared to produce any other document as and when demanded by
concerned officials of AIE to assess the technical competency of the bidder.
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7. SELCECTION PROCESS
A two-stage selection process is involved in finalising the Social Media & Perception
Management agency for Air India Express.
7.2. Stage 1
7.2.1. A Committee will evaluate the Technical bids received from the bidders for
conformity to pre-qualification criteria by verifying the documents submitted. Further,
the committee will evaluate the technical bid according to the criteria mentioned in
the scoring sheet and marks will be assigned accordingly
7.2.2. Upon evaluation of technical bids, the agencies who meet all pre-qualification criteria
will be called to make a presentation before the Committee for further evaluation. This
presentation will be conducted on the technical bid opening date itself. If any party is unable
to attend technical bid opening and subsequent presentation in person, the committee will
evaluate the softcopy of their presentation in CD/USB format enclosed in technical bid.
Presentation shall be limited to a maximum of 15 minutes.
7.2.3. Scoring Sheet
Sl No Evaluation Criteria Marking Scheme Maximum
Score Documents Required
1 Experience in Social
Media Management
10 marks for
minimum 3 years‟
experience as on
31.03.2019, additional
5 marks for each
additional year with a
maximum of 20
Marks
20
Work orders which
clearly mention
duration of the social
media service rendered
duly certified by CA.
The year of inception
of the agency will not
be considered to count
the experience. The
duration of social
media services
rendered will only be
counted for ranking
under this criteria.
2
Social Media
Management for
Government / PSU
client with a tenure of
at least one year.
Assignments
undertaken during last
2.5 Marks for each
Government / PSU
project with a
maximum of 10
Marks
10
Work order from the
respective Government
/ PSU client, duly
certified by CA
17
5 financial years are
only eligible for
scoring under this
criteria.
3
Experience in
handling online
customer complaints
& feedback on real-
time basis.
15 Marks for each
project with a
maximum of 30
Marks
30
Work order duly
mentioning online
customer service as
deliverable from the
client. If online
customer service is not
clearly mentioned in
the work order duly
certified letter from the
client along with
respective screenshots
will be considered.
4
Experience of Social
Media Management in
Aviation Industry
5 Marks for each
project with a
maximum of 10
Marks
10
Work order from the
respective client, duly
certified by CA
5
Presentation to the
committee members
on the profile and
capabilities of the
agency and their
vision and action plan
to improve the image
and visibility of AIR
INDIA EXPRESS in
the social media
arena.
a) Knowledge about
the challenges in
online customer
service in aviation
industry in general &
specific to Air India
Express.
30
b) New Perception
Management concepts
covered.
c) Strategy adopted.
d) Rational and
relevance of the
presentation to the
theme.
e) Creativity and
overall quality
Total 100 Marks
7.3. The commercial bids of bidders scoring 60% or more marks are only eligible for
financial evaluation. The commercial bids of those bidders who score less than 60% will
not be opened in any circumstances.
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7.4. Stage 2
Opening and evaluation of Commercial Bids of bidders who have scored 60% or more marks
in stage 1. Upon evaluation, the contract will be awarded to the bidder whose total contract
value (inclusive of all taxes) is the lowest (L1 bidder).
Note: In the commercial bid, if there is a difference in words & figures, the amount quoted in
words shall prevail. In the event of two or more than two parties quoting the same amount
and they happen to be L1, these parties will be asked to submit revised quotes in sealed
envelope within 24 hours to finalise the L1. However, in the above context, if one of the
parties is from the MSME category, that party will get MSME advantage as per the laid down
government policy.
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8. GUIDELINES TO BIDDERS
8.1. Before submitting bid, bidders are requested to carefully examine the scope of work,
RFP document. For any clarification/ additional information please be immediately in touch
with P G Prageesh, Chief of Corporate Communications, Air India Express Head Quarters,
DH Road, Kochi, Kerala during working hours. You may also communicate through e mail:
[email protected]/ Telephone: 0484 2350166.
8.2. The bid application shall be typed or written in indelible ink. The bid and all
correspondence incidental to and concerning to the bid shall be in English language only.
8.3 AIE reserves the right to modify the tender document by amendment for any reason
whatsoever at any time prior to the last date of submission of bid and such
amendments if any shall be hosted on the website (http://www.airindiaexpress.in/)
only.
8.4 The bidder who meets all the Pre-Qualification criteria may submit the bids in sealed
cover in the following manner.
a. The bidders must read the pre-qualification criteria carefully and should only submit
his bid if he considers himself eligible and he is in possession of all the documents
required to prove his eligibility as per Pre-Qualification criteria .
b. Duly filled Technical Bid form (i.e., Annexure A of this document) along with all
documents/ proof mentioned under Pre-Qualification Criteria shall be submitted in a
separate sealed envelope super scribed with “Technical Bid for Social Media
Management- (AIEL/CC/SMPM/COK/2019/002)”.All pages of the tender
documents shall be signed by the applicant/authorized person in token of acceptance
of all the terms and conditions. The duly signed tender document shall also be a part
of the agreement to be signed in future with the successful bidder. The technical bid
should not contain any information about the commercial bid. If the duly filled
commercial bid or any information related to commercial bid is found enclosed in the
Technical Bid envelope such bid is subject to rejection.
c. Duly filled Commercial bid form (ie. Annexure B of this document should be
enclosed in a separate sealed envelope super scribed with “Commercial Bid for
Social Media Management- (AIEL/CC/SMPM/COK/2019/002)”. d. Both the envelops as mentioned above should be submitted in a sealed master
envelope super scribed with “Bid for appointment of Agency for Social
Media/Perception Management- Tender No: AIEL/CC/SMPM/COK/2019/002” addressed to Chief of Corporate Communications, Air India Express, Airline House,
Durbar Hall Road, Kochi, Kerala 682016 . This Master envelope should also mention
the contact /address details of the bidder with e-mail and telephone numbers.
e. The bid has to be submitted on or before 24.06.2019,17.00 hours .Bids received
beyond the timeline will be rejected.
8.5. The rate quoted will be valid for a period of 120 days from the closing date of
submission of bid. The price offered shall remain firm till the completion of the
contract. Any request for increase in price shall not be entertained during the period of
this contract.
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8.6. Incomplete bids are liable to be rejected at any stage. However, Air India Express at
its discretion may call for any clarification regarding bids submitted. Air India Express at
its discretion may also ask for the submission of any additional/missing/incomplete
document(s) within a stipulated time period. In such case(s), the party shall have to
comply with Air India Express‟s requirement within the specified time. In case of
noncompliance to such queries, the offer will be rejected without entertaining further
correspondence in that regard.
8.7. AIE reserves the right to accept or reject any or all bids without assigning any reason
whatsoever it may be and shall not be liable for any compensation to expenses / loss
incurred by the bidder in the process in whatever manner it may be.
8.8. The technical bid will be opened at the Corporate HQ of AIE at Kochi on 27.06.2019
at 11.00 hours. The bidders may like to be present for the opening of the technical bid
with proper authorization letter. (Annexure –C). If the date fixed for opening of technical
bid is subsequently declared as holiday by Govt. of India/State Govt., the bid will be
opened on next working day, time and venue remain unaltered.
8.9. A PowerPoint presentation will be evaluated by a committee to shortlist technically
qualified agencies. The committee will assess the presentation of only those bidders, who
meet all pre-qualification criteria and the same will be adjudged only after opening and
assessing the technical bids. If any party is unable to attend technical opening and
subsequent presentation in person, can enclose a softcopy of their presentation in
CD/USB format for the committee members to evaluate.
8.10. On verification and evaluation of the technical bids, AIE will communicate only to
technically qualified bidders about the opening of the commercial bid. The bidders may
like to be present for the opening of the commercial bid with proper authorization letter.
(Annexure –C).
9. EARNEST MONEY DEPOSIT.
9.1. EMD of Rs. 1,50,000- (Rs. One Lakh Fifty Thousand only) needs to be submitted by
way of Demand Draft / Pay Order / Banker's Cheque in favour of “Air India Express
Limited”, payable at Kochi and should be submitted along with the Technical Bid. No other
mode of payment is acceptable.
9.2. EMD will not carry any interest. EMD of unsuccessful bidders will be refunded
within 45 days of award of contract. EMD of the successful bidder will be returned
without any interest, after receipt of Security Deposit or Bank Guarantee in lieu thereof.
9.3. EMD will be forfeited in the event of a bidder withdrawing or modifying his bid after
opening of the tenders and till completion of the tender process, and / or in the event of
the successful tenderer declining to accept the Contract, or to pay the Security Deposit.
9.4. The Technical Bid would be rejected if it has been received without EMD or proof of
submission or the EMD has been submitted in a mode other than as specified above, or a
valid proof of exemption from submission of EMD has not been provided
21
10. BENEFIT TO MICRO AND SMALL ENTERPRISES (MSEs):
As per Public Procurement Policy for Micro and Small Enterprises (MSEs) Order, 2012
issued vide Gazette Notification No. 503 dated 23.03.2012 by Ministry of Micro, Small and
Medium Enterprise of Govt. of India, MSEs must be registered with any of the following in
order to avail the benefits/preference available vide Public Procurement Policy MSEs Order,
2012.
i) District Industries Centres (DIC)
ii) Khadi and Village Industries Commission (KVIC)
iii) Khadi and Village Industries Board
iv) Coir Board
v) National Small Industries Corporation (NSIC)
vi) Directorate of Handicraft and Handloom
vii) Any other body specified by Ministry of MSME
MSEs participating in the tender must submit the certificate of registration with any one of
the above agencies.
The MSEs registered with District Industries Centres must submit the „Acknowledgement of
Entrepreneur Memorandum (EM) Part-II‟ along with their bid. The MSEs registered with
National Small Industries Corporation (NSIC) must submit the valid NSIC registration
certificate along with their bid. The Micro and Small Enterprises not registered for the
particular trade/item for which the tender is relevant, would not be eligible for
exemption/preference. The registration certificate issued from any one of the above agencies
must be valid as on close date of the tender. The successful bidder should ensure that the
same is valid till the end of the contract period. The MSEs, who have applied for registration
or renewal of registration with any of the above agencies/bodies, but have not obtained the
valid certificate as on close date of the tender, are not eligible for exemption/preference.
10.1. Exemption from submission of Earnest Money Deposit (EMD)
The MSEs registered with above-mentioned agencies/bodies are exempted from payment of
Earnest Money Deposit (EMD).
22
11. Verification by Air India Express Limited and Disqualification
11.1. Air India Express Limited reserves the right to verify all statements,
information and documents submitted by the Bidder in response to the Bid
Document and the Bidder shall, when so required by Air India Express Limited,
make available in writing, all such information, evidence and documents as may be
required by Air India Express Limited for such verification. For the avoidance of
doubt, Air India Express Limited may at any time, in its sole discretion, seek any
clarifications and/or any additional information in writing from any Bidder including
the Successful Bidder which may be required by Air India Express Limited to verify
all statements, information and documents submitted by such Bidder in response to
the Bid Document. Any such verification or lack of such verification by Air India
Express Limited shall not relieve the Bidder of its obligations or liabilities hereunder
nor will it affect any rights of Air India Express there under.
11.2. Air India Express Limited reserves the right to reject any Bid, right to blacklist
the Bidder and appropriate the entire Bid Security and Upfront Fee (as applicable),
if:
i. at any time, a misrepresentation is made or uncovered, or if a Bidder gives
incorrect/ inaccurate/ misleading information, or suppresses any material information/
facts in its Bid; and/or
ii. it comes to the notice of Air India Express Limited at any time, that the Bidder
in the immediately preceding two (2) years from the date of submission of its Bid, has
failed to perform on any contract awarded to it by Air India or Air India Express
Limited, which is evidenced by imposition of a penalty by an arbitral or judicial
authority or a judicial pronouncement or an arbitration award against it, or it has been
expelled from any project or contract awarded by Air India or Air India Express
Limited or has terminated any contract or project assigned to it by Air India / Air
India Express Limited due to a breach; and/or
23
iii. the Bidder does not provide, within the time specified by Air India Express
Limited the supplemental information, evidence and documents sought by Air India
Express Limited for evaluation of the Bid; and/or
iv. any act or omission of the Bidder results in violation of or non-compliance
with this Bid Document, or any other document referred therein or issued pursuant
thereto or any Applicable Law; and/or
v. any fraud and/ or corrupt practices (as defined under the Bid Document) is
made or the Bidder was declared as ineligible due to corrupt or fraudulent practices in
any prior bid process undertaken by Air India or Air India Express Limited in the
immediately preceding three (3) years, or has been black-listed by Air India or Air
India Express Limited; and/or
vi. the Bidder has been declared bankrupt, insolvent or has pending against it, any
litigation or proceedings, before any court or authority, in relation to liquidation,
dissolution or winding-up; and/or
vii. the Bidder does not furnish or provide the bank guarantee to Air India Express
Limited (as per the terms of Bid Document) or the bank guarantee provided has
lapsed or has been enforced by Air India Express Limited in accordance with the
terms of this Bid Document; and/or
viii. the Bidder is in breach of any provisions of the Bid Document.
11.3. Amendment of Bid Document
a. At any time prior to the Bid Due Date, Air India Express Limited may, for any
reason, whether at its own initiative or in response to clarifications requested by a
Bidder, modify the Bid Document by issuance of an addendum or a corrigendum.
b. The Bidders shall keep themselves updated of any such addenda or corrigenda
by continuously visiting the website of Air India Express Limited.
c. Any addenda or corrigenda issued to the Bid Document will be in writing and
shall be accessible to all Bidders and shall be deemed to be part of the Bid Document.
24
d. In order to afford the Bidders a reasonable time for taking an addendum or a
corrigendum into account, or for any other reason, Air India Express Limited may, in
its sole discretion, extend the Bid Due Date.
12. DISCLAIMER
The information contained in this Tender or subsequently provided to applicant(s)/bidder(s)
whether verbally or in documentary or any other form by or on behalf of Air India Express
Limited, is provided to the applicant(s)/bidder(s) on the terms and conditions set out in this
Tender and such other terms and conditions subject to which such information is provided.
This Tender is not an agreement and is neither an offer nor invitation by Air India Express
Limited to the prospective applicant(s)/bidder(s) or any other person. The purpose of this
Tender is to provide interested parties with information that may be useful to them in making
their commercial offers pursuant to this Tender. However this tender document shall be
construed to be the part of the agreement to be executed with the successful bidder.
Air India Express Limited make no representation or warranty and shall have no liability to
any person, including any applicant or bidder under any law, statute, rules or regulations or
tort, principles of restitution or unjust enrichment or otherwise for any loss, damages, cost or
expense which may arise from or be incurred or suffered on account of anything contained in
this Tender or otherwise, including the accuracy, adequacy, correctness, completeness or
reliability of the Tender and any assessment, assumption, statement or information contained
therein or deemed to form part of this Tender or arising in any way in the tender process.
Air India Express Limited also accepts no liability of any nature whether resulting from
negligence or otherwise howsoever caused arising from reliance of any applicant or bidder
upon the statements contained in this Tender. Any information/documents including
information/documents pertaining to this Tender or subsequently provided to applicant(s) or
bidder(s) and/or successful bidder AND information/ documents relating to the bidding
process; the disclosure of which is prejudicial and/or detrimental to, or endangers, the
implementation of subject program is not subject to disclosure as public information/
documents.
25
13. FORMATS FOR SUBMISSION
ANNEXURE – A
TECHNICAL BID FORMAT
(ON BIDDER’s LETTER HEAD)
Ref. No. ………………… Date : ………
To
Chief of Corporate Communications
Air India Express,
Airline House,
Durbar Hall Road,
Kochi
Kerala 682016
REF: TENDER NO.: AIEL/CC/SMPM/COK/2019/002
Dear Sir/Madam,
I/We, the undersigned applicant, have read, examined and understood in detail the bid
document for Social Media/Perception Management services for Air India Express. As a
token of our acceptance of all the terms and conditions, I/We have signed all the pages of the
document.
I/We confirm having submitted the details in support of qualifying criteria as required by you
along with this application and necessary documents. In case you require any further
information in this regard, I/we agree to furnish the same.
I/We hereby declare that I/We was/were never blacklisted by any Central / State Government
/PSU/Public Authority or Organization and not involved in any major litigations that may
have an impact of affecting/compromising the delivery of services as required under this
tender.
I/We understand that we are bound to accept all terms and conditions of this tender.
I/We hereby declare that all the information and statements submitted in this bid are true to
the best of my/our knowledge and accept that any misinterpretation contained in it may lead
to our disqualification.
Yours sincerely,
Signature, Name & Designation
26
Sl. No. Description
01 Name of Agency
02 Date of Establishment
03 Name of Directors / Partners
04 . Address of Regd. Office
. Corporate Web Site /url
(if any)
05 Address of offices in other
places.
06 Authorised Person to be
contacted
Name:
Designation:
Tel:
Fax:
Mobile:
Email:
07 PAN & Service Tax
Registration Number
08 Have your company/firm
been in the business of
providing social media
management services in
India for a period of at least
three financial years as on
31st March 2019.
YES NO
09 Specify the number of
completed years in the
above business.
10 Whether your company/
firm has generated an
average of Rs. 1 Crore
turnover per annum during
the past three financial years
(2016-17, 2017-18 & 2018-
19)
YES NO
11 Please specify Total
turnover of the organization
(Amount in INR – in words
2016-17 2017-18 2018-19
27
and figures)
12 Whether 75 % of the total
turnover is from social
media business
YES NO
13 Please specify turn over
from social media. (Amount
in INR – in words and
figures)
2016-17 2017-18 2018-19
14 Have you provided social
media management services
to at least one Central/ State
Government Department/
PSU for a period of at least
one year as on 31.03.2019
YES NO
15
Please specify the details of
the Central/ State
Government including the
period of such engagement
Department(s)/ PSU(s) to
whom the social media
management services were /
are provided by your
company/firm.
16 Have you provided social
media management services
to any clients from Aviation
Industry for a period of at
least one year as on
31.03.2019?
YES NO
17 Please specify the details of
the client from Aviation
Industry to whom the social
media management services
were / are provided by your
company/firm.
18
Have you provided online
customer service, i.e,
responding to customer
complaints on real-time
basis, through social media
for any of your clients ?
YES NO
19
Please specify the details of
the details of the online
customer service you have
provided to your clients
through social media
20 Can you provide social
media analytics to AIE on a YES NO
28
monthly basis and strategic
solutions based on such
analytics?
21 Are you agreeing to meet
the minimum deliverables
as enlisted in this tender
document
YES NO
22 Manpower/Key Persons,
include their academic
qualifications and
experience.
23 Name, Qualification and
Credentials of the
professional identified by
the agency as the project
leader for the AIEL work.
24 Details of major clients
25 List of Enclosures as per
pre-qualification criteria.
26
Are you eligible for
exemptions under Public
Procurement Policy for
Micro and Small Enterprises
(MSEs) Order, 2012 issued
vide Gazette Notification
No. 503 dated 23.03.2012
by Ministry of Micro, Small
and Medium Enterprise of
Govt. of India
YES NO
If yes please give details
and submit the proof for the
same.
27 Details of EMD
Authorised Signatory
Seal:
Date:…………………………………………………….
Place:……………………………………………………
29
ANNEXURE – B
COMMERCIAL BID FORMAT
(ON BIDDER’s LETTER HEAD)
Ref. No. ………………… Date : ………
To
Chief of Corporate Communications
Air India Express,
Airline House,
Durbar Hall Road,
Kochi
Kerala 682016
REF: TENDER NO.: AIEL/CC/SMPM/COK/2019/002 Sl.no. Particulars Amount in figures (INR) Amount in words (INR)*
1 Comprehensive (Total) monthly
retainer fee – excluding all taxes- for
providing the services and achieving the
deliverables as enlisted in the scope of
work.
2 Applicable statutory / mandatory taxes
on monthly retainer fee. (Nature of tax
and rate may please be mentioned).
Nature of Tax Rate of Tax (%)
3 Total monthly cost including taxes
4 Total annual cost including taxes
5 Total contract value including taxes
(For 2 years.)
* If there is a difference in the rate quoted in numbers and words, the rate quoted in words will be
considered as the quoted value.
Sd/Authorized Signatory Company Seal and address
30
Dear Sir/Madam,
I/We, the undersigned applicant, have read, examined and understood in detail the bid
document for Social Media/Perception Management for Air India Express.
I/We understand that the Commercial Bids of bidders who have scored 60% or more marks in
stage 1, (i.e., Technical Bid Assessment) will only be opened and evaluated.
I/We understand that the contract will be awarded to the bidder whose total contract value
(inclusive of all taxes) is the lowest (L1 bidder).
I/We hereby confirm that the rate quoted against this tender is comprehensive of all the
services covered in the scope of work and deliverables.
I /We also confirm that the rate quoted will be valid for a period of 120 days from the closing
date of submission of bid.
The price offered shall remain firm till the completion of the contract. I/We understand that
request for increase in price shall not be entertained during the period of this contract.
I/We understand that the agency has to deploy at least one social media expert at AIE
Headquarters in Kochi, for exclusive Social Media assignments of AIE. I/ We understand that
a senior level professional of the agency, is to be identified as the project leader for this work,
and he/ she should remain as the exclusive single point contact for all the activities related to
the execution of this work.
I/We hereby declare that all the information and statements submitted in this bid are true to
the best of my/our knowledge and accept that any misinterpretation contained in it may lead
to our disqualification.
Yours sincerely,
Signature, Name & Designation
Company Seal and address
31
ANNEXURE –C
AUTHORIZATION LETTER FOR ATTENDING BID OPENING
(ON BIDDER’s LETTER HEAD)
Ref. No. ………………… Date : ………
To
Chief of Corporate Communications
Air India Express,
Airline House,
Durbar Hall Road,
Kochi
Kerala 682016
REF: TENDER NO.: AIEL/CC/SMPM/COK/2019/002
Dear Sir/Madam,
The following person(s) is/are hereby authorized to attend Technical/ Commercial Bid
opening of subject tender.
Yours sincerely,
Signature, Name & Designation
NOTE:
1. Permission for entry to the Hall where bids are opened may be refused in case
authorization as prescribed above is not received.
2. The authorized representatives, in their own, interest, must reach venue of bid opening well
in time.
3. The authorized representatives must carry a valid photo identity.
4. Separate authorization letters would be required for Technical and Commercial Bid
opening.
Sl.No Name E-Mail Contact Number Signature
32
Annexure - D
BANK GUARANTEE FORMAT FOR PERFORMANCE SECURITY
To
The Chief Executive Officer
Air India Express Limited,
Kochi
WHEREAS ………………………………………………………………… (Name and address of the
service provider) (hereinafter called “the service provider”) has undertaken, in pursuance of contract
no…………………………… dated …………….. to supply (description of services) (herein after
called “the contract”).
AND WHEREAS it has been stipulated by you in the said contract that the service provider shall
furnish you with a bank guarantee by a scheduled commercial bank recognized by you for the sum
specified therein as security for compliance with its obligations in accordance with the contract;
AND WHEREAS we have agreed to give the service provider such a bank guarantee;
NOW THEREFORE, we …………………………………. Bank, hereby affirm that we are guarantors
and responsible to you, on behalf of the service provider, up to a total of
…………………………………………….………… (amount of the guarantee in words and figures),
and we undertake to pay you, upon your first written demand declaring the service provider to be in
default under the contract and without cavil or argument, any sum or sums within the limits of
(amount of guarantee) as aforesaid, without your needing to prove or to show grounds or reasons for
your demand or the sum specified therein.
We hereby waive the necessity of your demanding the said debt from the service provider before
presenting us with the demand.
We further agree that no change or addition to or other modification of the terms of the contract to be
performed there under or of any of the contract documents which may be made between you and the
service provider shall in any way release us from any liability under this guarantee and we hereby
waive notice of any such change, addition or modification.
This guarantee shall be valid until the ………… day of ……… 20__
…..……………………………………..
(Signature of the authorized officer of the Bank)
………………………………………………….
Name and designation of the officer.
Seal, Name & Address of the Bank and Address of the Branch.
33
Annexure E
NON DISCLOSURE AGREEMENT
(to be signed by the successful bidder)
THIS AGREEMENT, made as of ..........................
BY AND BETWEEN
....................................................................................................................................................................
.................................
AND
AIR INDIA EXPRESS LIMITED (herein referred to as " Air India Express Ltd "), a company
incorporated under the Companies Act, 2013 having corporate id number Air India Express Ltd -
CIN-U62100 MH 1971 GOI 0115328 and having its registered office at 21st floor, Air India
Building, Nariman Point and its Corporate Office at Gandhi Square, DH Road, Kochi.
WHEREAS
A. Air India Express Ltd has appointed.......................... as its Social Media Agency on the terms
and conditions set forth in the agreement executed between the parties in connection with
performance of consulting services ("Services") for Air India Express Ltd ("Client"), each
Party may be given access to information (in hard copy and/or electronic form, orally or in
writing or any other form) that relates to the others past, present and future research
development, business activities, products services and technical knowledge, which is
identified by the disclosure as proprietary or confidential ("Confidential Information")
B. For the purpose of this Agreement Confidential Information" /, "Information" shall mean and
include ( whether disclosed before or after the date of this Agreement), for example and
without limitation, knowledge, know-how, processes, techniques, business operations,
customer requirements, sketches, specifications, reports, studies, findings, data, plans or
other records, customer (client) information, contacts, intellectual property, which
information is designated orally or in writing to be confidential or proprietary which
Recipient believes or reasonably should believe are confidential or proprietary information of
the Owner.
C. Both the parties are willing to disclose Confidential information (as 'Owning Party') and
receive Confidential Information (as 'Receiving Party') on the terms and conditions set forth
herein
i. The Confidential Information of the disclosure may be used by the receiver only in
connection with performance or receipt of the Services and may only be copied or
reproduced to the extent reasonably necessary for the receiver to perform its obligation.
ii. Each Party agrees to protect the confidentiality of the Confidential Information of the
other in the same manner that it protects the confidentially of its own proprietary and
confidential information of like kind, but in no event shall either Party exercise less
than reasonable care in protecting such Confidential Information. ln case of information
received by Air India Express Ltd, access to the Confidential Information shall be
restricted to Air India Express Ltd (including such personnel employed by its affiliated
entities), Ministry of Civil Aviation, Parliamentary Committees, or agencies or
34
committees of Government of India as required by Air India Express Ltd, and other
third parties approved by Air India Express Ltd, or any information is required to be
disclosed at law.
iii. All confidential Information made available by either party, including copies of the
confidential Information, shall be returned or destroyed upon written request by the
disclosure, provided that the receiver is allowed to retain such Confidential
Information, subject to the terms of this Agreement, copies of client's confidential
Information required for compliance with its record keeping or quality assurance
requirements or firm retention policies;
D. The obligations of confidentiality and non-use in this Agreement shall not apply to the
following types of information:
i. Any information which RECIPIENT can prove by documentary evidence is generally and
conventionality available to the applicable trade through no act or omission of RECIPIENT or
its agents;
ii. Any information which RECIPIENT can demonstrate from its internal records was already
in its possession prior to the disclosure of OWNER's Information;
iii. Any Information which RECIPIENT obtains from someone else who did not obtain that
information directly or indirectly from OWNER and; is disclosed pursuant to the requirement of
a governmental agency or any law requiring disclosure thereof, provided that disclosing party is
provided with prior written notice of any such disclosure.
The above exceptions shall apply only if RECIPIENT notifies OWNER at least fifteen (15) days
before any planned disclosure or use of OWNER's Information.
E. This Agreement does not convey any license or other rights to any aspect of
OWNER'S Information, or under any patent or other intellectual property right relating to
OWNER's Information. OWNER has no implied obligation to grant any such rights to
RECIPIENT. RECIPIENT shall never claim to own any portion of OWNER's Information or
any intellectual property rights in it.
F. RECIPIENT agrees to defend, indemnify and hold OWNER and its officers, trustees,
agents, and employees, harmless against all costs, expenses and losses (including reasonable
attorney fees and costs) incurred through claims of third parties against OWNER based as
RECIPIENT use of the information. However, the indemnity under this clause shall be
limited to one time fees paid to RECIPIENT.
G. RECIPIENT will inform OWNER if RECIPIENT discovers that someone else is making or
threatening to make unauthorized use of OWNER's Information.
H. The signatories to this Agreement agree to cooperate fully and each party gives its covenant
of good faith and fair dealing with respect to this Agreement. The parties hereto agree to
bind themselves, their assigns and all associates, agents, employees and affiliated companies
to the terms and conditions stated herein.
I. This Agreement is not to be construed as to create an exclusive relationship between the Parties.
J. The Recipient agrees that its obligations provided in this Agreement are necessary and
reasonable in order to protect the Owner, its business and to prevent any third party claims.
35
The Recipient expressly agrees that monetary damages would be inadequate to compensate
the Owner for any breach by the Recipient of its covenants and agreements set forth in this
Agreement. The Recipient agrees that any violation or threatened violation of this Agreement
will cause irreparable injury to the disclosing party, and that, in addition to any other available
remedies, the Owner shall be entitled to obtain injunitive relief against the breach or
threatened breach of this Agreement by the receiving party, without the necessity of proving
actual damages.
K. Any notices required to be given or which shall be given under this Agreement shall be in
writing, and delivered by registered mail or facsimile transmission addressed to the parties at
the addresses given above.
L. The confidentiality provisions contained herein shall survive the term of this Agreement
and remain in effect in perpetuity. This Agreement shall be interpreted according to the laws
of India and will be subject to the jurisdiction of the courts at Mumbai.
IN WITNESS WHEREOF, the parties hereto have executed this Agreement on this .................................
....................................................... Air India Express Ltd
SIGNATURE: SIGNATURE:
NAME: NAME:
TITLE: TITLE:
DATE: ......................
PLACE: Kochi
