Welcome to AF KL Winter Kick Off 2012. October 2012 AGENDA I.New Policies II.New Products III.Services Coffee break IV.Ticketing issues V.Communication.

Welcome to AF KL

Winter Kick Off 2012

October 2012

AGENDA

I. New Policies

II. New Products

III. Services

Coffee break

IV. Ticketing issues

V. Communication

VI. Quizz

Quiz

1. Application of tickets quotas on AF&KL plates

2. Reissuance via BSP

3. Extra bag on VMPD

4. Service fee on AF

I AFKL New Policies

May 2012: AF Tickets quota August 2012: KL tickets quota

KL tickets allowed to issued & reissued on AF plate & applied AF rules

Contact GDS for the format of checking tickets stock

Contact AFKL Agentdesk for temporary quotas requests [email protected] & cc.

[email protected]

I Tickets quotas on AF & KL plates

BSP agents trained by AF & GDS

Collect Fare & Taxes difference on GDS

Penalty fee/change fee => BSP link => VMPD

Mention new ticket number in VMPD

DO NOT FORGET to input VMPD number in the new Ticket

AF to stop ticket re-issue for agents on 31OCT 2012

I Reissuance via BSP

 Steps to issue a VMPD for an extra bag:

1. Purchase Extra bag on VMPD and input ticket number into the VMPD

2. Bring VMPD number to AF via [email protected] to exchange against an EMD

3. Send a copy of EMD extra bag to Customer 

I Extra bag on VMPD

I Service fee on AF

1. Winter Schedule

2. Premium Economy

3. Business class

AFKL New ProductsII

• PNH-CDG-PNH Via SGN – Pure AF (AF 269 & AF 244) Via BKK – AF with PG code share AF 8033 / AF 8032

• AF – to CDG / Via SGN: Interline with VN - 5 flights per week

• KL – to AMS / Via BKK: Interline with PG, TG - Daily flight

• AF + KL – to EUROPE via CDG and AMS - Daily flights

Winter 2012 program

1/ Combine routings: 5 weekly flights

2/ Combine airlines: 1 group, 2 airlines

II

Advantages of Premium with AFKL:

* 40% more space compared to Economy

* Separate Cabins with curtains, just after

Business

* 2 Bags of 23kg

* Electricity supply to connect a laptop or phone

* A free vanity kit (Clarins brand)

* A free aperitif + fine chocolate

* Flying Blue bonus miles from 100 % to 125%

Premium EconomyII

Business Class

Descriptions of its advantages:

* Baggage: 2 pieces of 32kgs + 18kg for cabin luggage

* wellness kit offered for men and women with Clarins brand

* Free flow of French Champagne, red & white wines + finest chocolate

* 4 different types of Menus

* VIP lounge

* Flying Blue bonus Miles from 125% to 175%

II

How to convince customers to choose AF

1.Product quality

2.Flying Blue

3.Blue Biz

4.E-services

5.Extra services

AFKL New ServicesIII

Product quality

Air France KLM competitive advantages

The European airline, among the largest network

worldwide with a double hub strategy in CDG & AMS

Travel to Europe with 1 ticket and 1 boarding pass

The latest in-flight technologies

Highest standards of food on board with menus for all

Easy to sell, Premium BSP servicing, and local Customer

Service

Advantageous Baggage policy

Visa Denial Waver

III

Flying BlueMake your customers feel special

Why offering FB to your customers?

• Skyteam, the largest alliance in Cambodia (6 airlines)

• Free generous Miles accrual for Status upgrade

• Free Extra bags: As from Silver / Skyteam Elite

• Lounge access: As from Gold / Skyteam Elite +

• Priority at check in, boarding and bag delivery

• Priority waitlist and seating

• Priority customer services

III

Blue Biz Increase your customers profits

Secure loyalty to your travel agency

Why offering BB for your corporate travelers?

• Free program, no target and easy to use

• Company earns Blue credits while passenger earns

Flying Blue Miles

• BB credits range from 5%-15% of net fare (as backend)

• BB + offers up to additional 5% upfront discount

Overall 20% discounts

• VIP Corporate treatment all along the journey

III

E-services

AF KL, the most advanced E-services On your mobile or tablet At home on your computer

• Confirm flight on www.airfrance.com.kh

• Check-in online 30h before flight + boarding pass printing

• Choose your seat

• Buy Extra bags

• Buy Extra Legroom seats (Seat+)

• Buy a la carte meals

• Follow-up your claim statutes

III

Personal Airport Services

a. Personal assistance to accelerate airport procedures

b. Transfer CDG airport and Paris down-town by Luxury

motorcycle taxi, private car or deluxe shuttle

c. Home baggage delivery and/or home pick-up

d. Registration by phone: +33 (0)1 72 95 00 77

Extra servicesIII

Organic

SignatureLenôtre

OceanTradition

Italia

A La Carte Menu

Five meals available

28eur

22eur

15eur 18eur

12eur

III

IV

1. Married segment booking & its message

2. Interline and Code-share tickets

3.Wheelchair, seat, meal and baby basinet

4.Pregnancy

5. UM

6.Pets

7.Visa

8.Extra baggage policy: online vs. offline

Ticketing rules and conditions

1. Married segment & its messages

Book O & D (Origin & Destination) or take risk to get an ADM?

Amadeus users: Type HE MSC for helpType RTAM after the booking is made to see if

segments are married.

Possible codes are: M, T, A, B, R, M.

IV

- This display shows that there are two pairs of married segments in the PNR.

- Segment 2 is married to segment 3, and segment 4 to segment 5

- An asterisk (*) next to a married segment indicator means it is possible to cancel this segment.

Message on PNR “Abuse MSC “ => ADM will be raised

IV 1. Married segment & its messages

2. Interline and Code share tickets

For Amadeus User:

GGAIRAF INTERLINE: list of the carriers having a traffic agreement with AF. Do not accept a document when the carrier is not listed.

HE INTERLINE TGAD-XX/YY TGAD : transaction code -XX : dash, two-character airline code of the validating airline

/YY : slash, two-character airline code of the

transporting airline

EX: TGAD-AF/K6

System respond: AIRLINE NOT IN TABLE

IV

Code-share tickets: Code-share tickets:

In principle, booking and transportation rules of the Marketing carrier apply.

Special requests (UM, Pets. Extra bags…) also depend on the operating carrier rules.

Check rules of AF and the operating carrier: GGAIRAF XXPARTNER (XX is the operating carrier)

=> Consult AFKL Helpdesk for confirmation.

IV 2. Interline and Code share tickets

3. Wheelchair, seat, meal, baby basinet

What kind of additional reservations you can do?

1. WCHR or WCHS

2. Seats reservation

3. Meal

4. Baby basinet seat. Cradle request (BSCT) will be allocated at the airport.

Seat map on operated aircraft: www.airfrance.com.khFlight & airport info Cabin mapOpen the type of operating aircraft

IV

4. Pregnancy

- Expectant mother with maximum 32 weeks are accepted.

- This procedure applies to AF-operated and AF-marketed flights

- 28 to 32 weeks of pregnancy must signed the indemnity form for

some operating flight.

- Recommendations - Travel is not advised:

During the last month of pregnancy, 8th month or 32nd weeks

Within seven days of giving birth

For newborns during the first 7 days following their birth

IV

5. UM

Reservation prerequisites:- UM specific fare basis is mandatory

Ex: LSRKH/UM0

- UM’s years of age- SRUMNR: must be requested on PNR- Contact, name of person seeing off on departure - Contact, name of person to meet UM at final

destination

AF does not exchange any ticket during Check-in time or at the airport

IV

UM on code-share or interline (as of 15 Nov12)

- Mandatory UM is accepted on AF, KL, DL*, AZ**, YS, DB, UX, WX AND XK operated flights only.

Specific feature with DL: UM must be >7 years of age.

- AF does not apply the same policy as KL. GGAIRAF XXPARTNER or GGAIRAF MINORS GGAIRKL MINORS

NOTE: Make sure your SRUMNR reservation is confirmed before ticket issue.

IV 5. UM

6. Pets: Dog/Cat

Acceptance in cabin (PETC)- Max weight of animal with its container = 6Kg - Only one pet container per pax is allowed ($200)- Cage dimension: 46Lx28Wx24H, must be <115cm- Request must be made in advance in PNR- To enter France, pets must be at least 15 weeks +

required vaccinations

Note: • Some aircrafts/routings are restricted• PECT status must be confirmed before ticket

issue .

IV

6. Pets: Dog/Cat

Acceptance in hold (AVIH)

- Pets + cage must not exceed 75Kg

- Charge $200 per container

- Max 3 pets or over 75 Kg per pax is allowed.

- Request must be made in advance in PNR

- 3 young pets (14Kg each) may travel in single container

- Minimum AVIH connecting time in CDG is >2 hours

- AVIH and baggage must be rechecked-in in CDG on case of beyond

- AVIH to some routings must mention weight of pets and 3 dimensions of cage ( L x W x H)

IV

7. VISA

Where you can find VISA information?• web: www.timaticweb.com

VISA, Personalized passport Health, Customs Currency and airport tax information

• GDS: mention nationality, transit and final destination

Ex: On Amadeus, TIRV/NAKH/TRCDG/DELON TIRV, NA, TR, DE: are transaction code KH : pax’s nationality CDG: transit point LON : final destination

IV

8. Extra baggage policy: Online VS. Offline

1. Online purchase:

By credit card 30 hours before departure time - AF operated flights only

20% discount off the airport price for 2nd and 3rd bag Fare applies to the point of stopover only Another fee applies from stopover point to the final destination Xbag is non-refundable Pax must hold EMD of extra bag at check-in 10 bags included bag/s allowance per pax

Note: Extra bag rate will be automatically calculated online.

IV

2. Offline purchase

BSP issue VMPD at full fare rate - 20% discount does not apply VMPD of extra bag must be exchanged for EMD by AF before

check-in Pax holds EMD of extra bag at check-in Code-share or interline ticket ? Go: GGAIRAFXXPARTNER

(XX:carrier code of operating flight) Fare applies to the point of stopover only Another fee apply from stopover point to the final destination Fee is non-refundable

IV 8. Extra baggage policy: Online VS. Offline

AFKL Agent Connect monthly newsletter (KH)

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AF KH is the only entry point of

communication

• [email protected]

• Support, Khanratha: 023 96 55 05

• Commercial, Sokunthy: 023 96 55 06

AFKL CommunicationV

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