Amadeus Ticket Changer Date 26 May 2009 AYT

Amadeus Ticket Changer Date 26 May 2009, AYT » Tatyana Luchshikova » Business Solution Manager » 1 © 2008 Amadeus IT Group SA Customer Solutions

Amadeus Ticket Changer in a nutshell » With Amadeus Ticket Changer you can service your customers’ change requests anywhere in the world – in a matter of seconds – giving them the right fare and the right penalty charge at any point of sale » Sweep them all away with Amadeus Ticket Changer, an entirely automated end-to-end solution that will help you significantly reducing costs 2 © 2008 Amadeus IT Group SA » Airline debit memos, 30 minute calls to your call centre, lengthy and expensive staff training… these are just some of the factors involved in manual ticket reissuing

Amadeus Ticket Changer in a nutshell » New generation solution launched in 2006, already used by major airlines and travel agencies in the US and FR markets » Calculates immediately for a specific ticket change the price difference in the currency that is needed and in all your channels, offline like online » Offering unique integration benefits with Amadeus ticketing solution 3 © 2008 Amadeus IT Group SA » Completely automates the painful ticket change process using ATPCO CAT 31 rules/SITA cat 31 rules

A Complete Solution… Can be handled: All tickets » » Both Paper and E-tickets » Domestic and/or International » Multi-carrier, partner Interline tickets » Issued by any Point of Sales » Unused or partially used tickets All fares Public fares » Most Private fares » Amadeus Nego fares » 4 Itinerary Date, Flight and Booking Class changes » Including multi passengers PNRs » » All changes » » » In any currencies All channels Travel agents, call centres » Websites » © 2008 Amadeus IT Group SA »

In 4 simple steps… » Retrieval of existing booking » Rebooking New itinerary, class, flight, date… » Pricing (calculation) » Document Preparation & Issuance 5 © 2008 Amadeus IT Group SA Price difference, penalty, tax

Detailed process 4 new cryptic entries for the reservation agent Informative re-pricing: » » Confirmed re-pricing: » » How much would it cost to change the itinerary by selecting lowest applicable booking codes Best Pricer confirmed re-pricing » 6 FXF + Update PNR with information to prepare the ticket re-issue (TST, MCOs, FO line) Best Pricer informative re-pricing » » How much would it cost to change the itinerary? FXE + Update PNR with information to prepare the ticket re-issue (TST, MCOs, FO line) FXF FXQ FXE FXO © 2008 Amadeus IT Group SA »

3 user interfaces available 1 -Terminal Emulator : Cryptic display 01 SCENARIO/ONEDOM LAST TKT DTE 15 MAR 07 - - DATE OF ORIGIN PRICED WITH VALIDATING CARRIER DL - REPRICE IF DIFFERENT VC ------------------------------AL FLGT BK DATE TIME FARE BASIS NVB NVA BG ATL EWR DL 0656 Y 15 MAR Y 0 BV 14 MAR PC ATL DL 0255 Y 22 MAR Y 0 BV 14 MAR PC ORIGIN TRVL CURRENCY OLD BASE FARE USD 463. 26 NEW BASE FARE USD 1198. 14 FARE BALANCE REISSUE CURRENCY USD 734. 88 TAX BALANCE USD 55. 12 TICKET DIFFERENCE USD 790. 00 PENALTY USD 50. 00 GRAND TOTAL USD 840. 00 TOTAL ADD COLL USD 840. 00 OLD TAX USD 55. 54 NEW TAX USD 110. 66 RESIDUAL VALUE 7 USD 0. 00 © 2008 Amadeus IT Group SA PAYMENT CURRENCY

© 2008 Amadeus IT Group SA 3 user interfaces available 2 - Amadeus Selling Platform: Graphic user Interface + command page 8

© 2008 Amadeus IT Group SA 3 user interfaces available 3 -Websites (Finnair. com, Airfrance. fr…) 9

4 points to remember Maximum automation Wide Range of Tickets & Itineraries All channels 10 » Based on ATPCO/SITA cat 31 fare rules » Best-in-Class pricing accuracy with unique Amadeus Fares & Pricing Engine » Eliminates manual procedures » Automated fare quotation of the new itinerary including the penalty fee if any » For both ticket re-issues & revalidations » Reissue ‘as booked’ or “Best Pricer” » » Public & Private fares Domestic, international itineraries, multi-carriers e-tickets from any GDS Paper tickets from Amadeus » All currencies, all points of sale » Access by travel agents, call centres, websites © 2008 Amadeus IT Group SA Accurate & reliable

A proven & significant business impact Business Impact Objectives » Outpace competition » Avoid Airlines debit memos Protect your revenue » Reduce the workload on call centers » Save money by reducing the number of calls » Save agent productivity Reduce operational costs » Speed and transparency of service Increase customer satisfaction » Empower customers » Available to any point of sale worldwide » In traditional offices, call centers or web sites » Using 1 A Selling platform » Using cryptic access » Using API v 2 or Web Services 11 Multi channel integration © 2008 Amadeus IT Group SA » Allow collection of rebooking fees

Our customers talk about ATC “It is the best thing since sliced bread!! ” Uni. Globe (US) “All staff find Amadeus Ticket Changer fantastic. Once they have tried it they definitely don’t want go back to the manual process” Air France - CTO Central Travel (US ) “Amadeus Ticket Changer enables us to streamline our business process to deliver a quicker and more responsive service to our customer, whatever channel he uses: our website or our sales agent” Tom Kalström, VP e-Business, Finnair 12 © 2008 Amadeus IT Group SA “To me the greatest advantage of using this tool is the fact that it determines the appropriate penalty. With the airlines having so many different penalties and rules these days - this tool is a HUGE time saver. It eliminates having to read fare rules (some times past date) or even worse calling the airline! ”

Ticket Changer – Airline Implementations Flagship products New biz Other projects Roadmap Q 2 09 Q 3 09 Later 14 © 2008 Amadeus IT Group SA Airline Web site Airlines ATO/CTO In Production

A leading and fast growing content … Closed to 100% content in the US market Coming soon © 2008 Amadeus IT Group SA 40 airlines available to travel agencies so far including + Canadian North (5 T), First Air (7 F), Caribean Airlines (BW), Frontier Airlines (F 9), Bearskin Airlines (JV), Bahamas Air (UP) 15

Flagship products Ticket Changer – Market Deployment New biz Roadmap 2 S 09 US Benelux UK Scand. France Finland Ireland Spain Israel Australia Canada Egypt Mexico World coverage by the end of 2009 16 1 S 09 Kazakhstan © 2008 Amadeus IT Group SA Current

Legend ATC Solutions in Kazakhstan 1 Q 09 2 Q 09 3 Q 09 Already delivered Committed but content subject to changes 4 Q 09 Pending commitment Pending Mgt decision 1 Q 10 Amadeus Ticket Changer KC Airlines KL v. MCO validation by all Airlines on the market Marketing cooperation and support the travel agents EMD OS Both 17 Pilot Travel Agents to be agreed To start the test Market’s needs Collaboration © 2008 Amadeus IT Group SA TAs Implementation and deployment

Questions? 21 © 2008 Amadeus IT Group SA Changing Tickets becomes child’s play!

Amadeus Ticket Changer © 2008 Amadeus IT Group SA Frequently asked questions 22

Frequently Asked Questions The Amadeus Ticket Changer (ATC) solution is available via API v. 2, is it also available via Web Services for online booking engine? Yes, ATC is also available via Web Services for the integration of online ticket change solutions in airline and travel agency websites Can we use ATC to change multi-passenger PNRs? Yes, definitely, the multi-passenger functionality has been implemented end 2007 and allows the agent to perform ticket changes for all passengers with only one request With ATC, can we reissue tickets that were issued in another GDS? Yes, if they are e-tickets. However, it is not possible to re-issue paper tickets that were originally issued in another GDS ATC can already allow reissues for private fares filed with ATPCO category 15, 25 and 35 (IT/BT). The repricing of ATPCO category 35 fares for which net is different from selling amount should not be available before end 2009 Is it possible to reissue several times the same ticket with ATC? From may 2008, multiple reissue of ticket will be possible with ATC and will allow any number of automated reissue before departure and then once more after departure. 23 © 2008 Amadeus IT Group SA What are your plans regarding reissue of negotiated fares with ATC?

Frequently Asked Questions Why collecting penalty via MCO? This is the IATA recommended practice. Virtual MCO and soon EMD documents can also be used instead of paper MCO to facilitate the exchange process with the customer while remaining compliant with IATA standards When EMD will be available in 2009, will it be automatically used for ATC? Yes and we will ensure a seamless migration from paper/virtual documents towards electronic documents Is it possible to collect fees with ATC? What are the initiatives taken by 1 A to further simplify the reissue flow when the agent has to add-collect and refund money in the same reissue transaction 1 A is very active in IATA working groups and has proposed to the industry a full methodology called Netting to consolidate all the different amounts involved in a reissue transaction with the objectives to reduce the issuance of ticketing documents while increasing the traceability of data all the way through, from pricing to revenue accounting which is available today for airlines. A netting solution for travel agencies is to be studied 24 © 2008 Amadeus IT Group SA The Amadeus Service Fee Manager can already be used in conjunction with ATC in the PNR environment after the ATC confirmed transaction. It allows the agent to trigger fee rules for ticket issuance or to apply manual flat fees. Regarding the airlines, the Airline Ticketing Fee (A. K. A OB fee) inclusion in ATC process is planned after 2009

Frequently Asked Questions Does ATC handle no show situations? Yes it does. This is controlled by a specific coding in the category 31 filed by the airlines For multi-pax PNRs, is it possible to issue all new tickets and all related MCOs in one single request? Yes, this is possible for airlines using both ATC and the Amadeus e-ticket server For other airlines and for travel agencies, the new tickets and related MCOs will have to be issued pax per pax Is it possible to utilize ATC to reissue tickets originally priced with fares of airlines that have not yet filed their reissue policy in the category 31? Is it possible to use ATC to reissue tickets for interline tickets? Yes, provided that the fares on the original ticket have a category 31 attached 25 © 2008 Amadeus IT Group SA No, the pre-requisite for using ATC is that all fares priced in the ticket to be changed have a category 31 attached. However, the list of airlines filing category 31 grows every month and will continue so to reach full coverage rapidly

Frequently Asked Questions What about the competition? The Sabre tool for travel agencies is not based on the ATPCO category 31 (the industry standard )and therefore the penalty fee calculation has be assessed manually by the agent. This type of product cannot be compared to a fully automated product like Amadeus Ticket Changer © 2008 Amadeus IT Group SA The. Travelport tool is mainly focused on the US domestic market and is therefore limited when it comes to international reissues involving other currencies than the USD 26

27 © 2008 Amadeus IT Group SA