Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 1

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 2 Meeting goals Draw attention to the OS/LH joint station concept Introducing Austrian core functions and challenges Get to know each other – meet and greet your colleagues Learn from each other - exchange of perspectives

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | – 13.30Welcome & Presentation OGOG / T. Suritsch – 14.00Presentation “Flight Operations OS/Hub Operations VIE”DQC/ A. Gsteu – 14.30Network & Revenue Management – Q & ACN / E. D’Souza – 15.00Coffee Break Customer Services & Product Management CP/ P. Baumgartner – Kiosks – “Get to know Austrian” all 18.05Departure to Vienna City Center / CAT 18.40Departure of trams – City Tour 20.00Dinner at Heuriger Agenda

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 4 Agenda Austrian Next Generation - Q & ADD-M/ P. Malanik Tyrolean AirwaysVO-DD/ C. Fitz Coffee Break Vienna Airport FWAG / C. Lukow – 12.00LH/OS Stations – Joint Road Ahead – Q&ALH / K. Benz Volcanic Ash CrisisDQC / A. Gsteu Panel Discussion Management of volcanic ash crisis and possible improvements OG / T. Suritsch – 12.50Closing RemarksOG / T. Suritsch Lunch at NH Hotel

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 5 Team OG 6 FTE Procedures 6 FTE Systems 1 FTE Deputy 2 FTE Deputies 3 FTE Deicing team 7 Stations 7 KK FTEs 1,6 Mio Pax dep. 2,7 Mio Pax Transit 66 Stations 5 KK + 61 ST 138 FTEs 3,4 Mio Pax dep. 27 Stations 25 KK +1 ST 174 FTEs 0,8 Mio Pax dep. Pax data 2009 on OS ops and OS hardblock

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 6 Specific Conditions of Austrian Ground Operations

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 7 Slim organizational structure

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 8 Process orientation environment in the past –little purchasing power –high passenger expectation and threat in case of non-fulfilment –limited motivation / reliability of handling agents in CEE solution –„see red“: additional OS-Staff to partially duplicate HA functions result –increased cost for compensating HA errors and customer dissatisfaction –out of market cost for „double safety“ current environment –leverage via Lead-Buyer –re-evaluation of pax expectation –powerful SLA and cost/risk balance solution –„feel red“: manage and motivate HA (added value) –use group-synergies result –triple cost saving: from „see“ to „feel“ Verbundstationen HA efficiency –improved customer satisfaction through „smooth“ processes

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 9 Fleet Diversity

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 10 Joining our efforts & strength …

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 11 Integration Status OS Stations worldwide: 92 OS only 21 Verbund 71 Historic Verbund 12 still eligible 59 cutover done 45 working on 14

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 12 Status Integration Europe OS only OS // LH OS lead LH lead 50/50 under constr.

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 13 Status Integration ME & Interkont

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 14 Status Integration Europe OS only OS // LH OS lead LH lead 50/50 under constr. OS only: Montenegro - TGD (Podgorica) Macedonia - SKP (Skopje) Slovakia - KSC (Kosice) Kosovo – PRN (Pristina) Armenia - EVN (Yerevan) Bulgaria - VAR (Varna); SOF LH-lead

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 15 Status Integration Europe OS only OS // LH OS lead LH lead 50/50 under constr. OS // LH: France - CDG only!(Paris); NCE + LYS see LH lead Greece - ATH, SKG (Athens, Thessaloniki)

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 16 Status Integration Europe OS only OS // LH OS lead LH lead 50/50 under constr. OS lead: Czech Republic - PRG (Prague) Austria - VIE, SZG, INN, GRZ, KLU Croatia - ZAG, SPU, DBV (Zagreb, Split, Dubrovnik) Bosnia/Herzegovina - SJJ (Sarajevo) Serbia - BEG (Belgrade) Albania - TIA (Tirana) Romania - OTP, SBZ, IAS, TSR (Bucarest, Sibiu, Iasi, Timisoara) Moldavia - KIV (Chisinau) Russia - ROV, KKR, AER (Rostov, Krasnodar, Sotchi) Belarus – MSQ (Minsk)

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 17 Status Integration Europe OS only OS // LH OS lead LH lead 50/50 under constr. LH lead: Spain - BCN (Barcelona) Great Britain - LHR (London) France - NCE, LYS (Nice, Lyon) Belgium - BRU (Brussels) Netherlands - AMS (Amsterdam) Germany - FRA, DUS, MUC, LEJ, DRS, STR, TXL, HAM, CGN Italy - BLQ, FLR, FCO, VCE, MXP, LIN (Bologna, Florence, Rome, Venice, Malpensa, Linate) Denmark - CPH (Copenhagen) Norway - OSL (Oslo) Sweden - ARN, GOT (Stockholm, Goteborg) Finland - HEL (Helsinki) Hungary - BUD (Budapest) Lithuania - VNO (Vilnius) Georgia - TBS (Tbilisi) Russia - DME, LED (Moscow, St. Petersburg) Poland – WAW, KRK (Warsaw, Krakow) LH lead under construction: Azerbaijan - GYD (Baku)

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 18 Status Integration Europe OS only OS // LH OS lead LH lead 50/50 under constr. Ukraine DOK, LWO (Donetsk, Lviv)50/50 DOK, LWO (Donetsk, Lviv)50/50 KBP (Kyiv)under construction KBP (Kyiv)under construction DNK/OZH, HRK (Dnepropetrovsk/ Zaporozhye, Kharkov)OS only DNK/OZH, HRK (Dnepropetrovsk/ Zaporozhye, Kharkov)OS only

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 19 Status Integration ME & Interkont OS only: Syria –DAM (Damascus)

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 20 Status Integration ME & Interkont OS // LH: Cyprus - LCA (Larnaca) Jordan - AMM (Amman) Egypt - CAI (Cairo) India - DEL, BOM (Delhi, Mumbai) China - PEK (Beijing)

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 21 Status Integration ME & Interkont OS lead: Iraq - EBL (Erbil)

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 22 Status Integration ME & Interkont LH lead: Iran - IKA (Teheran) Israel - TLV (Tel Aviv) Lybia - TIP (Tripolis) Thailand - BKK (Bangkok) USA – JFK, IAD (New York, Washington) Canada – YYZ (Toronto) LH lead under construction: Japan - NRT (Tokyo) Turkey - IST (Istanbul)

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 23 OG goals & objectives

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 24 Satisfied Customer

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 25 Projects & Innovations Web Upgrade

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 26 Projects & Innovations Station VIE „New“

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 27 Projects & Innovations Austrian Next Generation

Thomas Suritsch | Lufthansa meets Austria(n) | June 08. – | 28 Personal goals 1.Stable organizational structure of OG: –Preserving flexibility wherever necessary –Focus quality –Focus costumer satisfaction 2.Cost reduction 3.Reorganization station VIE „new“ in progress 4.Promote automation projects

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