1Ace Amadeus Consultant Event Welcome of Google and Google ... Faster more accurate booking changes and re-pricing ... Up to 20 minutes saved for an international ticket change by

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Welcome

1Ace Amadeus Consultant Event

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Welcome

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Brighter, Bolder, BetterAgenda1:00 – 2:00 pm Welcome / Amadeus Overview Charles Clough / Dwayne Ingram

2:00 – 3:30pm Airline Solutions Highlights Bill Spilman / Francois Weissert

3:30 – 4:00 pm Coffee with Amadeus Executives

4:00 – 5:00 pm e-Commerce Strategy Susan Kidwell / Denis Lacroix

7:00 pm Horizons Opening Cocktail ReceptionImperial

8:00 pm 1Ace Group DinnerLa Scala

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Strength of relationships

TMCsOnline Market AirlinesCorporations

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Brighter, Bolder, BetterWhy Are We Here?

Provide insight into Amadeus and its offerings

Meet our people – establish / strengthen relationships

Understand our customers – needs / benefits

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Common / overlapping platforms & applications

Common data center

Common customers

Common sales & marketing infrastructure

DISTRIBUTION BUSINESS

Provision of indirect distribution

services

719 airlines (over 460 bookable)

116 Insurance companies

50+ cruise and ferry lines

190+ tour operators

86,000+ hotel properties

25 car rental

103 railways

Travel providers

Consumers/ General public

Corporate travel departments

Travel buyers

Travel agencies

Travel Management companiesBusiness travel agenciesLeisure travel agenciesOnline travel agencies

ConsolidatorsSingle-site agency

Travel search companiesAirline sale offices and airline websites

connected to Amadeus direct sell technology

IT SOLUTIONSIncluding direct distribution

technology

Transaction-based business model

Operate globally in the growing travel and technology market

Two highly synergistic and profitable businesses: Distribution and IT solutions

The largest transaction processor in travel

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Brighter, Bolder, BetterFacts and figures on Amadeus

Cinven and BC Partners, 34.72%

Lufthansa , 7.61%

Free Float, 31.92%

Treasury Stock, 0.47%

Air France, 15.22%Iberia , 9.00%

Minority shareholders,

1.06%

More than 190 countries served

Over 10,100 employees worldwide

677 million billed transactions in 2009

150 million lines of written program code

(a) Ownership at June 30, 2010

Ownership(a)

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Brighter, Bolder, BetterStrong growth of client base

+74 airlines

16 airlines(a)

97 airlines representing approximately 573 million passengers in 2009 (a)

2004 1H 2010

+ Strong Pipeline

(a) List of airlines shown is a sample and not exhaustive. Passengers generated by airlines that are Altéa customers with Altéa Inventory and/or Departure Control modules implemented or have contracted the migration to any of these two modules. Estimated annual PBs calculated as follows: (i) annual PBs migrated to Altéa by December 31, 2009 plus (ii) annual PBs estimated to be migrated to Altéa by December 31, 2013 based on contracts signed through December 31, 2009; all annual PB volume data based on actual 2009 traffic volumes where migrated before January 1, 2009, remainder estimated using historic traffic volumes and therefore exclude any volume trend assumptions

Airlines contracted but not yet implemented

Airlines already implemented with Altéa Reservation and Inventory

Airlines already implemented with Altéa Reservation and Inventory

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Brighter, Bolder, BetterOur airline customers made us #1 PSS

Travelport

PBs (millions)

200

100

300

Sabre

HP

SITA

Amadeus90 airlines contracted

573 million passengers

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Brighter, Bolder, BetterAmadeus & Alliances

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Amadeus - The next chapter

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Brighter, Bolder, BetterAmadeus Airline Centers

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Brighter, Bolder, BetterRegionalization

Product

Sales/Commercial

Delivery

Support

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More attractive to travel agencies

More travel providers on the

platform

More attractive to travel

providers

More travel agency

subscribers

700+ Airlines 85,000 hotels + others

130,000+ Travel

agencies & airline sales

outlets

Better products

More investment

in IT

More revenues

Investment

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Significant and increasing spend on product development

Technology is at the heart of our long-term strategy

Highly synergistic businesses with common client base and technology platform

Single common technology platform across distribution and IT solutions

2,009 2,2162,573 2,796

3,3393,218

0500

1,0001,5002,0002,5003,0003,5004,000

2004 2005 2006 2007 2008 2009

Total accumulated 2004-2009: approximately 16,100 man-years

Man-years

(a) Systems that are based on open standards and that are compatible with multiple third party systems(b) Illustrative chart, based on platform activity and payload

The first and only GDS and PSS solution provider to move largely to open systems(a)

Fully owned data center

INCREASE 04-09: +66.2%

0%

20%

40%

60%

80%

100%

1996 1998 2000 2002 2004 2006 2008 2010 2012

%

Legacy Unix Linux

Unisys OS1100

IBM MVS/VM

Siemens BS 2000IBM TPF

Shift operating platform to new generation technologies(b)

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Airline Solutions Highlights

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Brighter, Bolder, BetterAmadeus IT strategy Questions and Solutions

How many unique, self-directed customer visit my site each day?

Where do my site visitors abandon their transactions?

Which companies are driving traffic to my site?

Are we monitoring the right Social Media channels?How much opportunity am I leaving on the table by ignoring Social Media?

How could I improve interaction with my Alliance partners?How can I reduce my development and IT costs?

How can I stay on the cutting edge of travel technology to remain competitive?

How can I integrate mobile strategies?

How can I Revenue Manage my Ancillary Services?

How can I integrate with third-party content on my site to increase revenue?

How can I increase Customer Satisfaction and Loyalty?

How can I reduce my Distribution costs?

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Brighter, Bolder, BetterSession Objectives

Introduce key industry challenges & opportunities and how Amadeus is addressing these today

Discuss an Amadeus point of view on key future industry considerations that will affect PSS solutions in the future

Provide an overview of Altea:

Details on how specific products solve industry business problems

Alliance and partnership capabilities

Product road map

Technology overview

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Brighter, Bolder, BetterAmadeus IT Strategy (1 of 2) Industry Challenges and Opportunities

Key Business Objectives Amadeus Solutions

Seamless Customer ServicesRevenue MaximizationCost SynergiesTime of Consolidation v. Risks

Products: Single PNR, Multi-airline inventoryArchitecture: Single Database, Availability CalculatorPeople: Migration and partnership expertise

Industry Consolidation

Response to consolidationSeamless customer processingAlliance execution: loyalty, codeshare, airports & sales

Alliances

Products: End to end codeshare automationArchitecture: Seamless integration to Altea and non Altea customersPeople: Supported Largest # of alliance implementation

Know you customer to differentiate serviceDeliver the right service to the right customer at the right time

Products: 20+ stored unique customer characteristics, Stored customer valueArchitecture: Structure Booking Record, Rules engine by business process for customer dataPeople: Cross travel industry CRM expertise

Premium Customers

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Brighter, Bolder, BetterAmadeus IT Strategy (2 of 2) Industry Challenges and Opportunities

Key Business Objectives Amadeus Solutions

DistributionLaborOperational Efficiencies

Products: Process based GUIs, automated off schedule operationsArchitecture: Lower IT development costPeople: Consulting for business re-engineering

Cost Management

Up Sell as a ServiceAncillary ProductsPartnership & Cross Selling

New Revenue Sources

Products: EMD, Ancillary RevenueArchitecture: End to end merchandizingPeople: Early adopter for ecommerce and PSS

Push to Enable ConsumerRapid Evolution of MobileSynchronization of all touch points

Products: End to end check in self serviceArchitecture: Open Systems, web service enabledPeople: 80%+ development staff new technologies

Consumer Direct

Barrier to addressing all industry opportunities & issues

Products: 80%+ off TPF, complete by 2010Architecture: Build for changePeople: Commitment to new technologies

Legacy

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Brighter, Bolder, BetterFuture Industry Considerations

Evolution of hybrid LCC Globalization of all segments

Increase in customer direct Proliferation of edge devices Increased MIP demand Operational integrity

Open systems tools Mobile devices Tablet computing Elimination of desk and lap tops

Impact of Google and Google competitors Evolution of online payment processes Merging of content

Customer segment Reason and types of travel Customer communication Social travel

Technology

On Line e-commerce

Changes in PSS

Social Networks

Airline Segmentation

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Brighter, Bolder, BetterThe Value of an Altea

To become the preferred travel technology IT company in the World

The Future

Invested over $1b in last 10 yearsCommitment to continued future solutionStrong community governance processes

Product Investment

We have migrated more airlines than any other vendorAll implementations successful

Low Risk

People are our #1 asset

Corporate Culture

The most robust functional solution in the industryOpen Systems architecture80% complete on TPF decommissioningCan immediately allow airlines to upgrade to new business initiativesProvides full O&D Bid Price

Solution

0%

20%

40%

60%

80%

100%

1996 1998 2000 2002 2004 2006 2008 2010 2012Legacy Unix – Open Systems Linux – Open Systems

0100200300

Total accumulated 2004-2009: approximately $1,735 mm

8.6 9.0 9.3 8.8 9.4 10.4

CAGR 04–09: 10.5%

% of revenues

400 319 347308292

2004 2005 2006 2007 2008 2009

258211

R&D spend ($mm, incl. capitalized R&D at ex. rate 1.35)

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Brighter, Bolder, BetterAmadeus Altéa The ideal solution for airlines

Altéa a unique

new generation PSS

available now

Industry leading solution with major carriers implemented world-wide

134 carriers on Reservation, 80 on Inventory, 26 on Departure Control

Many new carriers contracted and under implementation

573 million PB annually

A growing platform with a guaranteed future

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Airline systems Outsourced to Amadeus

GDS content

Other GDS

Connectivity to the outside world

Operations

Other airlines

Cargo

Data Warehouse

Loyalty

Schedule Planning

CRM

Inte

rfac

es

Inte

rlin

ks

Amadeus Altéa in the airline environment

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Cost reductions from business-driven technology

Eliminate unproductive sales and reduce distribution costs

Highly automated revenue integrity tools to firm flights, reduce spoilage and prevent fraud

Release seats for re-sale right up until flight departure

Drive more customer service delivery to the web

Servicing and booking changes

Redemption award bookings

Reduced fuel usage

Better forecasting of weight and balance enables a reduction in fuel usage

Reduced cost of penalties for passport and visa irregularities

Integrated checks and early capture of information reduces the incidence of visa irregularities

Amadeus Altéa - Cost reduction for airlines

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Productivity gains from efficient work-flow driven interfaces

Faster selling means reduced call times and increased customer satisfaction

Faster more accurate booking changes and re-pricing

Efficient inventory management delivers products to market faster

New flights delivered for sale in minutes

Automation of all airport business processes including check-in, disruption management, boarding management and weight/balance calculation

High levels of automation (e.g. automated baggage fee calculation for check-in, time triggered departure plan and automated load distribution for W&B), integration across all platform modules and efficient user interfaces

Altéa users estimate that after migrating to Altéa their load controller productivity

Automation of service delivery through any channel

Waitlist management, seating, distribution control

Amadeus Altéa - Improved productivity for airlines

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Productivity gains - work-flow driven graphical user interfaces

Service delivery automation through business rules

Updates in real-time – propagated across the system

Automated itinerary re-price and reissue for most tickets

Up to 20 minutes saved for an international ticket change by using Amadeus Ticket Changer (Optional Product)

Automation of manual activities – schedule change, reaccomodation, equipment changes etc.

INV DC-CM DC-FM

Amadeus Altéa - Improved productivity for airlines

INV RES

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Productivity gains - work-flow driven graphical user interfaces

New generation reservationsNew generation inventoryNew generation check-inNew generation load control

Amadeus Altéa- Improved productivity for airlines

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Revenue gains from new sales opportunities

Community platform – easier, accurate alliance and interline selling

Access to non-air GDS content offers a wide range of additional services to passengers

Better upsell from transparent web fare shopping

Ancillary services and service fees through any sales channel

Enhanced revenue management methods including O&D network optimization

Amadeus Altéa - More revenue for airlines

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Increased Revenue – new revenue streams

Service fees and ancillaries services

Chargeable seating, special meals, lounge access

Last-minute chargeable upgrades on departure

Service fees for credit card use, call center bookings etc.

Automated ticket change/refund and penalty collection

Automated excess baggage calculation and fee collection

Amadeus Altéa- More revenue for airlines

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Profile dataLoyalty / CRM

Data warehouse

AgenciesATO/CTO AirportsKiosks

Other GDS

Other Airlines

Travel data

Updated profile data

PartnersAccrual

Profiles Customer Ranking

Amadeus Altéa Improved customer satisfaction for airlines

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Altéa Customer Value can be used for critical customer interactions in line with airline interest

Altéa ensures that you are able to offer consistent priority service to your most important customers, in areas such as waitlist clearance, disruption, check-in, seat allocation, onload & regrade

Consistent recognition and application of customer preference at reservation & airport

Stored customer preferences are automatically applied throughout the system, ensuring consistent and easy processing

All customer data can be passed to a customer relationship solution for analysis and use in future booking transactions

Automated reapplication of customer preferences during reaccommodation including meals, seats

Altéa ensures that customer preferences are retained following reaccommodation

Less time spent waiting, happier customers

Altéa users estimated time spent saved on complex check-in scenarios (excess baggage, international flights, groups etc.)

Amadeus Altéa Improved customer satisfaction for airlines

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Reduced IT fixed cost and share infrastructure

Variable cost base linked to airline performance

True economies of scale from community platform

Shared development cost and community development budget

Zero cost of maintaining and operating an in-house PSS system

Replaced fixed cost by variable cost (/PB)

Best in class data centre

Largest civil data centre in Europe

Inbuilt-in redundancy ensuring very high system reliability and service delivery

Amadeus Altéa An efficient IT model for airlines

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Brighter, Bolder, BetterAmadeus Altéa Enabling partnerships for airlines

Leve

l of b

enef

it

Level of integration required

InterlinePartnerships

AlliancePartnership

Star Alliance CITP

Biggest provider for all 3 alliances

Seamless service and aligned business process through shared IT

Shared GDS connectivity to off- platform partners

Extend partnerships to any participating carrier

Shared GDS connectivity to 480 other carriers

Largest interline e-ticket provider (>3000 agreements)

Code sharePartnership

Radically reduced time-to-market

Cascading to on-platform partners

Seamless codeshare passenger service

InterlinePartnerships

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Brighter, Bolder, BetterPartnership models

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Facilitates partner integration

suite of dedicated alliance and partner products

Optimizes the carriers’ network presence

Promotion of airlines’ optimal partner travel solutions

Enables customer data sharing within the partnership

Frequent traveller information, tier level, preferences…

Ensures consistent servicing across the partnership

Customer identification by any partner airline

Automatic application of customer preferences, entitlements across the interline journey

Through check-in on multi-carrier journeys

Amadeus Altéa Enabling partnerships for airlines

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Timeline is indicative only

Reservation Desktop Web

Agency Risk Manager

Electronic Miscellaneous Docs

Altéa Automated Customer Contact

Codeshare Synchronisation

Amadeus Affinity Shopper

Altéa AdvancedSelf Service

RMS Optimiser/ Forecaster

RMSPoint-of-Sale

Ancillary ServicesDynamic Catalogue

2009 2011 2012 20132010

Altéa E-ticket Synchroniser

Altéa Revenue Availability (RAAV)

Ancillary Servicesin DCS

RAAVSimulator

Amadeus Airline Ancillary Services

RMSDynamic Controls

Itinerary Reaccomodation

ReverseNegotiated Space

Interactive Codeshare

Compensation in DCS

Amadeus Revenue Accounting

Amadeus Altéa A growing product suite for airlines

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Single data source

Customer centric

Automation and flexibility

Common platform

Designed for change

…Designed around 5 key concepts

AltAltééa a InventoryInventory

AltAltééa Reservationa Reservation

AltAltééa DCSa DCS

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Brighter, Bolder, BetterAltéa Platform Technology Overview

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Brighter, Bolder, BetterAltéa summary

An industry-leading Passenger Services Solution with a global presence

Scaleable to grow with your business

Flexible service-driven architecture to meet changing market requirements

Value-added sales and servicing through Altéa Reservations

Revenue gain from State-of-the-art Altéa Inventory management

Fully integrated service delivery through Altéa DCS

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Coffee Break

Philippe Chereque Ian Wheeler

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October 2010

Horizons 1Ace e-commerce Strategy

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Agenda

e-commerce challengesAmadeus capabilities

Discussion

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Brighter, Bolder, BetterAirline Industry Challenge: Website Ineffectiveness

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Brighter, Bolder, BetterThe Users want information relevant to them

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Brighter, Bolder, BetterSocial plays a strong role in influence

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Brighter, Bolder, BetterAnd they want information where and when they want it

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A lot of demands

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Agenda

e-commerce challengesAmadeus capabilities

Discussion

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Amadeus Can Help…

…We have helped a lot of Airlines

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Brighter, Bolder, BetterWe power AA.com International

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Brighter, Bolder, Better…And Air Canada’s Award Winning Site

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5454

2010 welcomed many new customers

More than 80 airlines use Amadeus’ airline low fare search technology (“Flex Pricer”)

We average well above one billion low fare search transactions a month

Beyond low fare search, more than 100 airlines use our e- Commerce airline stack (“e-Retail”)

New airline e-Commerce customers this year

Aegean Airlines

Saudi Arabian Airlines

Air Ivoire

Garuda

LOT

SAS

Air Madagascar

And later in the year: Kingfisher, Royal Jordanian, Lybian Arab Airlines, China Airlines, Nileair, etc…

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The World’s Top Ten Sites H1 2010 (excluding Google & Youtube… and somewhat unfair)

1. Facebook2. Yahoo3. Live.com4. Wikipedia5. e-Retail

6. msn.com7. Microsoft.com8. Baidu.com9. qq.com10. Mozilla

Unique visitors Source: DoubleClick Ad Planner

240 millions unique visitors in May 2010

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5656

Core Strategies

Amadeus DNA: Productize what is typically a service, and service- enable what is typically a product

Position Amadeus as the one stop shopping solution for airline.com

Grow our low fare search leadership

Expand Affinity Shopper to OLTAs, award searches and deliver on the 20ms promise

Continue to weave the mobile channel and mobile devices tighter into our strategy

Leverage new browser capabilities and W3C standards

Bring full contextualization and personalization to Airline web sites

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Brighter, Bolder, BetterNeed to support different users during all the Customer Lifecycle stages

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Brighter, Bolder, BetterAmadeus e-commerce offerings to support the Lifecycle

Affinity Shopper

DynamicWebsiteManager

Internet Booking

Engine (IBE)

FlexPricerAward

Calendar

ATC Shopper

Ancillary

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Inspiring Vacation PlansAffinity Shopper

I would like to go for 2 weeks in October or

November.

I like sun and sea!

And I can spend $400

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Affinity Shopper Affinity Shopper Discovery

ObjectiveBuild the unique value proposition with a client to leverage Affinity Shopper and Social Media

Task:

Review current content and information to support customer inspiration experience

Develop Content Plan to be integrated with Affinity Shopper

Identify UGC inputs

Develop Loyalty Inspiration Offerings

Technical workshop

DELIVERABLES:

High Level Content plan by category to meet rollout plan

High Level Technology solution map

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Excellence recognized by the Industry

2009 PhoCusWright

Innovation

Affinity Shopper

Affinity Shopper

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Calendar feature

• Combines fares and availability

• Lowest available price for a given date combination

• Taxes can be shown or not

• One-way / round trips

Flex Pricer

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Upsell feature

• Upsell capability with fare families

• Up to 6 fare families

• Fare families clearly described

• Taxes can be shown or not

Flex Pricer

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Award Calendar

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Award Calendar

• Enhances an airline’s online services – and customer loyalty

• Increases efficiency and reduces costs

• Burns an airline’s points/miles liabilities

• Integrates into an airline’s infrastructure quickly and seamlessly

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e-Retail IBE

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e-Retail IBE

• Complete and flexible UI customization

• Off-the-shelf solution

• End user experience build and validated with extensive usability

• Reduced time to market

• No design and development costs

• Multiple international sites rolled out

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Hotel across products and customerse-Retail IBE

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Push

Search for the cheapest recommendations

Reco. 1 ($210)

+8€

Reco. 2 ($230)

+0€

Reco. 3 ($250)

(no service eligible)

+10€+8€

Ancillary Services & Search: Push mode

Shopping Select recommendation Fulfillment

• Search cheapest fare

• Compare recommendations with ancillary services information

Ancillary

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•1 Extra Bag

•Meal

•Priority boarding

Reco. 1 ($230)

Reco. 2 ($260)

+5€

Reco. 3 ($280)

+12€+6€

Pull+4€ +6€+0€

+0€ +10€+8€

Ancillary Services & Search: Pull mode

Shopping Select recommendation Fulfillment

•Return only the recommendations that fully correspond to the traveller’s requests with explicit ancillaries demand

Ancillary

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AncillaryAncillary Revenue Strategy

Objective

Design a comprehensive, integrated solution that facilitates the sale of ancillary services via all channels and touchpoints in compliance with industry standards or a bespoke approach

In partnership with

Task:

Overview of current a la carte activity

Review of carrier examples and “per passenger” revenue statistics

Best practices on board, innovation opportunities and gaining employee involvement

Hotels, bundling opportunities and challenges

Explore revenue aware solutions developed for the frequent flyer programs

DELIVERABLES:

Ancillary Revenue Best Practices and market overview

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Retrieve PNR and EligibilityATC Shopper

Option to change on all eligible

flights

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Request the change & flexibilityATC Shopper

Specific date or flexible

Single leg or return

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Calendar viewATC Shopper

Consistent with Flex Pricer experience

Calendar displays difference payable including taxes

Re-booking carried out automatically

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Contextualization and Personalization

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All Airline Portals are similar…

Navigation menu

Header & Logo

Country & Market

User login & personalisation

Trip searchSpecial offers

News

Footer

Features promotion

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Brighter, Bolder, BetterAnd most have challenges…

Most rely on generic, commercial Content Management Systems (CMS), not tailored to an airline’s needs

They tend to be very expensive, and have difficulties to scale

Technology and engagements often not compatible with agility

They usually sit side-by-side with the booking flows, but have no idea what’s going on

True personalization and contextualization is almost never to be seen

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Personalization & contextualization applied to a Car cross- sell banner

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Brighter, Bolder, BetterDWM at a glance

DWM is a product to provide airlines with a complete and integrated AIRLINE.COM solution

Portal front-end

Business Services

management

Portal configuration management

IBEAmadeus e-Retail

entirely hosted by Amadeus

Content management

Rule Engine

Administrated directly by airline via a web-based interface

Fast response timehigh service level

DWM

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…

…

Product highlights

…

…Menu creation and update

IBE behaviour dynamic configuration

Country & Market definition Friendly URLs support

Dynamic Content & Media management (Portal & IBE)

Special Offers & Campaign management

News publication

PersonalizationContextualization

DWM

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Brighter, Bolder, BetterDynamic Content & Behavior

FACTS

User facts

Trip facts

Contextual facts

RULES

(1) if FACT1= value OR FACT2 = value then OUPUT1

(2) if FACT1 = value OR FACT3 = value then OUTPUT2

…

Rules Engine

Gender

LanguagePreferred airport

Mileage & Tier status

Geolocation

Origin

DestinationDeparture date

Return dateFare familyOffer

Campaign

Country siteMarket

Current date

OUTPUT

Content text, images, banners, special offers…

Portal parameters market, fare families and pricing, queues…

ONLINE segmentation

driven by airline business rules

DWM

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Concept of multi-site and multi-language portal

To support complex business policy to serve multiple markets

To ease management of common content and to ensure site consistency

To enable flexibility for changes

U SP u b lic

s ite

C a n a d ia ns ite

S w is s s ite

J a p a n e s es ite

S p a n is h

E n g lis hv e rs io n o f U S p u b lic

s ite

F re n c h

E n g lis hv e rs io n o f C a n a d ie n

s ite

I ta l ia n

F re n c h

G e rm a n

E n g lis h v e rs io n o f S w itz . s ite

J a p a n e s e

E n g lis h v e rs io n

J a p a n e s e s ite

A IR L IN E .C O Mo f a n e tw o rk

c a r r ie r

C o m m o n E n g lis hC o n te n t

C o m m o n E n g lis hC o n te n t

C o m m o n E n g lis hC o n te n t

C o m m o n E n g lis hC o n te n t

U SC o rp o ra te

s ite

S p a n is h

E n g lis hv e rs io n o f

U S c o rp o ra te

s ite

C o m m o n E n g lis hC o n te n t

C o m m o n E n g lis h

c o n te n t o f U S s ite

C o m m o n E n g lis h

c o n te n t o f U S s ite

DWM Manage Complex Portal

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E.g. mobile device location as a content driver

When located ‘at the airport’

exampleDWM Flexible Rules

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DWM Content Strategy

Task:

Identify the business strategy and segmentation approach for different user groups

Develop the business rules for the targeted segmentation

Conduct A/B testing for different strategies and targeting

DELIVERABLES:

Personalization Marketing Plan

Roadmap for implementation and/or testing

ObjectiveDevelop a marketing plan and content strategy for targeted personalisation to provide relevant content to the user at the right time

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Services & Consulting

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Social Business Discovery Workshop

Key Questions To Address:

What are the emerging market, competitive and customer social expectations for travel brands?

How ready is my business to get social?

What are some areas for near-term social business activation?

Approach:

Primary Interviews & Secondary Benchmarking*

Strategic & Tactical Opportunity Workshop

Deliverables:

Social Business Readiness Assessment

Social Business Opportunity Definition & Prioritisation Matrix

Objective Determine new opportunities to acquire and grow lifetime customer relationships and partnerships

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Market Social Insider Discovery

Objective Leverage industry and/or brand advocates to increase brand relevance and engagement

Key Questions To Address:

Who are the key active Blogger / Twitter influencers/icons and what their needs/interests that we could potentially support through social?

Who are potential local partners that are active in Twitter that could reinforce/amplify us in the market?

Sports teams and arenas / Music venues

Theatres / Museums

Restaurants, Hotels

Deliverables:

Market Insider Influencers / Icon Profile

Market Insider Local Partners Profile

Market Insider’s Integrated Social Marketing Program Concepts Outline

Social and Mobile Elements

Out of Home and In-Flight Extension Elements

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Customer Loyalty Discovery

Key Questions To Address:

Who are my active High Value Customers in social?

Twitter, Facebook, LinkedIn

TripIt, FourSquare

FlyerTalk, Trip Advisor

What other airports / destinations are they connected to? (e.g. BOS, DCA, PHL, LAX, etc.)

What are their issues/wants/desires around their frequent travelling?

Deliverables:

HVC Loyalist Composite Social Profile

Customer Engagement Opportunities

Loyalist Key Market Social Program Outline with concepts such as:

Loyalist Renovators Club

Destination TweetUps and off-airport/property MeetUps

Trending Topics Community Social Board

Objective Improve the customer touch points and loyalty with the social channel through the lifecycle

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Web Design Services

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Customer Centricity Discovery

ObjectiveDevelop a strategic business plan to improve the customer airline experience across all the touch points

Task:

Formalize and document customer value proposition

Brand and Marketing Objectives

Including KPIs and Milestones

Review the customer lifecycle and touch points across channels

Identify the opportunities to build and market deeper customer relationships and experience from inspiration to post-travel

Develop vision and desired capabilities

Facilitate a working session with marketing and business to establish customer ranking process and priorities

DELIVERABLES:

Customer Centricity vision statement

Prioritized requirements and KPIs

Identify impacted Business Processes and Rules

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e-business accelerators

Rich reporting with airline specific data including:

revenue

fare families

city pairs

ticket price

PNRs

Requirements Analysis

Tool Configuration

BE Implementation

Code Integration Support

Insights

Recommendations

Best Practices

6 sessions per year

Reporting

Implementation Analysis & Recommendations

Benchmarking(optional service)

Benchmarking comparison with other e-BA customers

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• Offers customers quick and easy navigation• Presents clear information• Transparent payment options• Targeted information on each country specific website

• Calendar search• Online award rebooking• Extensive booking management• Frequent flyer calculator• Award cabin availability searching• Unique shopping and service experience• A -la -carte -selling• Unbundled air fare• Manage and redeem travel points online

• Quick and easy navigation• Clear information• Enables to add sport equipment• Integration of non -air products (insurance, hotel, car,

etc.)

• Offers customers quick and easy navigation• Clear information• Transparent payment options• Targeted information on each country specific website

• Offers customers quick and easy navigation• Presents clear information• Transparent payment options• Targeted information on each country specific website

• Calendar search• Online award rebooking• Extensive booking management• Frequent flyer calculator• Award cabin availability searching• Unique shopping and service experience• A -la -carte -selling• Unbundled air fare• Manage and redeem travel points online

• Quick and easy navigation• Clear information• Enables to add sport equipment• Integration of non -air products (insurance, hotel, car,

etc.)

• Offers customers quick and easy navigation• Clear information• Transparent payment options• Targeted information on each country specific website

• Enables travelers to shop on airline websites by their desired travel experience

• Answers open questions such as “where can I go and what can I do for the amount I want to spend? ”

Amadeus Affinity Shopper

Featured e -Commerce functionalitiesTechnologyAward

• Shop on airline websites by desired travel experience

• Answers open questions such as “where can I go and what can I do for the amount I want to spend? ”

Amadeus Affinity Shopper

Featured e -Commerce functionalitiesTechnologyAward

PhoCusWrightTravel

Innovation Summit

Best of Breed Online

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2010 Readers’ Choice Awards“Most Admired Technology Provider”

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Agenda

e-commerce challengesAmadeus capabilities

Discussion

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Thank You