12 November 2015 O. Poulard, VP Business Management Dynamic Disruption Management

Olivier Poulard - FBCS 2SITA proprietary information. © SITA 2015 All rights reserved

Disruption impacts airlines’ reputation and the bottom line 3SITA proprietary information. © SITA 2015 All rights reserved 2014 figures Dynamic Disruption Management ~ % of flights delayed worldwide Global OTP 77% ~$75 - $95 average cost per minute Average delay 47 min 67% of passengers complain about unpredictable delays and cancellations ~3 - 4% of global airline revenue Direct costs $25+Bn

Disruption impacts airlines’ reputation and the bottom line 4SITA proprietary information. © SITA 2015 All rights reserved Dynamic Disruption Management Social media, specialist websites and government legislation are increasing the pressure around flight delays.

Causes of departure delays 5SITA proprietary information. © SITA 2015 All rights reserved Dynamic Disruption Management Departure delays Flight cancellations, diversions and delays due to incidents, problems and chain of events affecting aircraft, crews, passengers, baggage or cargo. Definition of disruption Airport Issue A/C Problem Extreme Weather ATC Issue Ramp Delay Security Delay Crew Availability Turnaround Time Pax Delay Baggage Delay Stand/Gate Availability Cargo/Mail Delay

Causes of arrival delays 6SITA proprietary information. © SITA 2015 All rights reserved Dynamic Disruption Management A/C Diversion ATC Delay A/C Problem Weather Condition A/C Diversion ATC Delay A/C Problem Weather Condition Departure delays Arrival delays Airport Issue A/C Problem Extreme Weather ATC Issue Ramp Delay Security Delay Crew Availability Turnaround Time Pax Delay Baggage Delay Stand/Gate Availability Cargo/Mail Delay

‘Ripple effect’ of arrival delays 7SITA proprietary information. © SITA 2015 All rights reserved Dynamic Disruption Management A/C Diversion ATC Delay A/C Problem Weather Condition A/C Diversion ATC Delay A/C Problem Weather Condition Departure delays Arrival delays Airport Issue A/C Problem Extreme Weather ATC Issue Ramp Delay Security Delay Crew Availability Turnaround Time Pax Delay Baggage Delay Stand/Gate Availability Cargo/Mail Delay

Potential areas to address delays (predictability may vary by region and systems in place) 8SITA proprietary information. © SITA 2015 All rights reserved Departure delays Arrival delays Airport Issue A/C Problem Extreme Weather ATC Issue Ramp Delay Security DelayA/C Diversion ATC Delay A/C Problem Weather Condition A/C Diversion ATC Delay A/C Problem Weather Condition Airline actionable Not Actionable Predictable Not Predictable Crew Availability Turnaround Time Pax Delay Baggage Delay Stand/Gate Availability Cargo/Mail Delay Connections Next flight Dynamic Disruption Management

Holistic system primarily designed to prevent and mitigate disruptions* * flight cancellations, diversions and delays 9SITA proprietary information. © SITA 2015 All rights reserved Dynamic Disruption Management OPERATIONAL DOMAIN Mission Objectives KPIs Mission Objectives KPIs Network Fleet Infrastructure Network Fleet Infrastructure Flight Ops Ground Ops Technical Ops Flight Ops Ground Ops Technical Ops OPERATIONAL CONSTRAINTS Requirements Processes Schedules Requirements Processes Schedules Regulations Restrictions Agreements Regulations Restrictions Agreements Stakeholders Resources Assets Stakeholders Resources Assets FLIGHT ENTITIES Aircraft Cockpit Crew Cabin Crew Cockpit Crew Cabin Crew Passenger Baggage Cargo Passenger Baggage Cargo DISRUPTIVE EVENTS Source Category Data Source Category Data Predictable Ad-hoc Predictable Ad-hoc Scale Impact Scale Impact DISRUPTION MANAGEMENT Prevention Mitigation Recovery monitoring - evaluation - diagnostics - collaboration - decision - execution contextual awareness feedback - performance - analysis - validation - learning - improvement situational awareness

Shared awareness XS 2718 ETD/ETA Route A/C Crew Pax/Bags DST: PSL Weather Gate Assgnt Ground Hdlr Connections Hub context & prediction Airline hub control center 10SITA proprietary information. © SITA 2015 All rights reserved Dynamic Disruption Management Network context & prediction LON OPO PAR NCE AMSSHA HUB Airline operational control center Purser: John Hicks; Members: Kathrine Hagel, Maria Lopez Airbus A320 XX-5090 HUBSHAHUB Actual Time Planned Time Captain: Valerie Higgins; Copilot: Patrick Biggs AMS HUB Weather Gate Assgnt Ground Hdlr Connections Flight context & prediction Common dashboard with contextual, situational, predictive and prescriptive information

Artificial Intelligence Automated complex analysis for anticipation & deduction Correlation of massive data sets to answer specific questions Proven technology opportunities for more effective disruption management 11SITA proprietary information. © SITA 2015 All rights reserved Dynamic Disruption Management Full contextual and situational awareness for effective evaluation & collaborative decision-making Operational Intelligence Capture & analysis of events for real-time operational intel Advanced analytics for better strategic & tactical planning Business Intelligence Opportunity New data sources & tools for big data capture/analysis