NTV Direct connection "How to book" User Guide September 2013

Introduction NTV's Italo, the latest high speed rail service in Italy, offers even more opportunities to travellers to experience and enjoy Italy. As a Rail Europe Agent/GSA, you have been able to sell Italo tickets since the launch. Today, with a "Direct Connection" between Euronet and NTV distribution systems, you will be able to benefit from additional functionalities: more fares, more trains, and an improved booking experience!  The purpose of this quick guide is to help you to better understand how the NTV Direct Connection will make it easier for you to book Italo tickets p 2

Summary What's new with the NTV Direct Connection ? P 3 - 6 Types of Fares P 7 - 10 How to book in Euronet P 11 - 24 After Sales P 25 – 28 FAQ’s P 29 p 3

What's new? Now that Euronet has a DIRECT ACCESS to NTV's systems, benefits are many! A larger offer Access to ALL Classes of Service On Italo, we talk about "Ambiences" rather than "Classes of Service" Euronet previously only offered "Smart" and "Prima" ambiences Euronet now offers ALL ambiences, including "Club" (for an ultimate 1st Class experience) "Salottos" (private "lounges") in "Club" ambience can also be booked through Euronet Access to more fares Euronet now carries the complete range offered by NTV In addition to the "Base" & "Low Cost" fares, 4 new Fares are proposed: "Economy" "Promo" "Italoinsieme" "RIT" Access to ALL schedules in real time The Direct Connection allows Euronet to be "in sync" with NTV's systems Euronet will display Italo services as soon as they are available in NTV's inventory This is good news regarding the responsiveness during timetable change periods p 4

What's new? Euronet 's DIRECT ACCESS to NTV's inventory means many benefits for you! A more efficient booking experience Instant confirmation The Direct Connection allows Euronet to book seats in real time in NTV's systems Tickets are confirmed immediately, no more waiting time before receiving the confirmation Price, placement details & PNR clearly shown in Euronet and on the Booking Summary " True" e-ticketing in Euronet, with the P@H Ticketing method The ticketing method changes in Euronet, for a more intuitive booking experience "PAH" now must be selected as the ticketing option, and no longer "E2Paper" 7-Day Ticketing Time Limit Euronet now allows you to book Italo tickets and to keep them on hold for up to 7-Days. This leaves more flexibility and time to get client's confirmation or to collect the payment. Unlike “print at home” with other products the ticketing time limit is correct so be sure to print your tickets before it expires. An improved search for prices and schedules The "Search by Schedule" mode returns all corresponding Italian trains, in a neutral display To book Italo tickets, user just needs to select the wished train and click on “View Packages” The booking will be finalised in the "Search by Price" mode, with an improved design p 5

What's new? û ü û* û** Overview of the benefits *: no need to wait for minimum 48 hours for the traveller to get his PNR, seat details etc. **: now you just need to select "PAH" as opposed to "E2Paper" befor  This User guide will take you through how to book Italo tickets in Euronet Previous Booking Flow Direct Connection Access to ALL Ambiences û ü Access to more fares Access to ALL Schedules Immediate confirmation û* True e-ticketing û** 7 Day HOLD period Improved Search modules p 6

What's new with the NTV Direct Connection ? P 3 - 6 Types of Fares P 7 - 10 How to book in Euronet P 11 - 24 After Sales P 25 – 28 FAQ’s P 29 p 7

Fares & Ambiences û ü Tips on the fare range The Direct Connection allows access to more fares and ambiences! A wide offer meeting all travellers needs Tips on the fare range "Base" & "Economy", the heart of the range, available in all ambiences "Low Cost" & "Promo", attractive lead-in prices "Italoinsieme", for small groups (3 to 5 travellers) travelling together Also, please note… No Passholder fare - Italo trains are NOT accessible to Eurail Passholders No Senior or Youth fare Child/Infant policy do not apply to “Promo" and “Low Cost" fares "Salottos" in Club ambience can be booked at "Base" or "Economy" fares Base Economy Low Cost Promo Italoinsieme "Club" Ambience ü û "Prima" Ambience "Smart" Ambience p 8

Fares & Ambiences Fares Sales & After-Sales Conditions - Overview Base - No advance purchase required - Children (4-14 inclusive) benefit from a 25% discount in all ambiences. One infant (0-3 inclusive) can travel for free with every paying adult, without a seat. For any additional infant, a ticket at child fare must be purchased AFTER-SALES CONDITIONS - Refundable/exchangeable up to 3 days before train departure. Thereafter, no refund/exchange allowed - Exchanges are unlimited and free - In case of refund, a 20% fee applies - In case of missed train, possibility to rebook a seat onboard the next train within one hour Economy - Subject to availability - Advance purchase recommended - Children (4-14 inclusive) benefit from a 50% discount in all ambiences. One infant (0-3 inclusive) can travel for free with every paying adult, without a seat. For any additional infant, a ticket at child fare must be purchased - Non-refundable - Exchangeable up to 3 days before train departure. Thereafter, no refund/exchange allowed - In case of exchange, a 10% fee applies, plus any fare difference. p 9

Fares & Ambiences Fares Sales & After-Sales Conditions - Overview (2) Low Cost SALES CONDITIONS - Subject to availability - Advance purchase recommended - Children policy not applicable AFTER-SALES CONDITIONS Non-exchangeable / Non-refundable Promo - Subject to availability - Only available on a selection of routes - Advance purchase recommended Italoinsieme - For 3 to 5 adults travelling together - Subject to availability - 7-day advance purchase required - Non Refundable - Exchangeable up to 3 days before trains departure date, thereafter no exchange possible - In case of exchange, a 10% fee applies, plus any fare difference. p 10

What's new with the NTV Direct Connection ? P 3 - 6 Types of Fares P 7 - 10 How to book in Euronet P 11 - 24 After Sales P 25 – 28 FAQ’s P 29 p 11

How to book NTV tickets in Euronet? No need to select a specific inventory, Italo trains are available through "ERP" As usual, you must click "New Booking". Enter the Departure Date and Agent Name. Please do not use “Product info” as you will get access to the fare range 2. In the "Search by Schedule" module, just choose "ERP" inventory. 3. Then book as usual! 4. No Multi-segments, must be an NTV route. p 12

How to book NTV tickets in Euronet? A neutral display ALL schedules available on the route requested, will display, display will be a mix NTV and Trenitalia services. Choose the service you wish and book as usual! The "Train Type" column indicates if the train carrier is NTV or Trenitalia. All Italo trains start with "NTV". More details about train types/codes are available on the RE4A Extranet p 13

How to book NTV tickets in Euronet? Select the right Italo train to benefit from the advantages of the Direct Connection Italo trains will display twice, once with 5 digits, and once with 4 digits: 4-digit trains are the ones to be booked to benefit from the Direct Connection advantages 5-digit trains will give you the error “Error in getting fares for the selected routes” 4-Digit Train number  CAN be booked with the Direct Connection 5-Digit Train number  CANNOT be booked and you will get an error. Tip: To know whether the Italo train will be booked with the Direct Connection… click on the train schedule you wish to select. The "Solution Detail" pop-up box will indicate if the train corresponds to the Direct Connection. p 14

How to book NTV tickets in Euronet? The "View Packages" Button is KEY To book seats on an Italo train, tick the box corresponding to the train you wish, and click on the "View Packages" button. You will then you'll be brought to a "Search by Price“ - like screen, where you can proceed further. p 15

How to book NTV tickets in Euronet? The "Search by Price"-like screen Good to know - Remember, no Passholder, Youth or Senior fares - Product Type "Retail" must be chosen, even when booking RIT fares - For the Class of Service, "Second Class" corresponds to the "Smart" ambience, and "First Class" corresponds to the "Prima" and "Club" ambiences Your train schedule is chosen, you just need to enter the other elements requested in Search by Price: - Number of travellers - Product type is always retail - Class of service - Group/Individual fares Number of Children and Infants must be entered in the "Under 26" box (even if infants have no seat assigned). Child/Infant age must be entered in the pop-up box, which displays after hitting "View Packages" p 16

How to book NTV tickets in Euronet? An improved "Search by Price" results screen to ease the booking flow Note that the screen has been improved in two ways - A new column has been added, indicating the train code and number  Easier to select the relevant train/carrier - In the fare description screen, the After-Sales details have been removed  Display is simpler, clearer, easier to read  Fare details (including After-Sales conditions) remain accessible by clicking on the fare p 17

How to book NTV tickets in Euronet? Ages for Children is COMPULSARY Note when booking a child you MUST enter a child age when adding the names. If this is not done NTV will automatically book them as an adult and that is what will appear on your MTR. Euronet will not force you to do this however it is a requirement to avoid being changed and adult fare. p 18

What's new? PAH ticketing Option Pax assignment & Ticketing Option Mandatory Individual assignment PAH ticketing Option - Individual pax assignment mandatory. - No “lead name only” option Tip: Infant without a seat will not need to be assigned (even though they are counted in the total number of pax) Controls on-board can take place, make sure both first name and last name are correct and match with the names on ID/passport 2 3 Before confirming, just hit the "Ticketing Options" button and select "PAH" 1 p 19

What's new? 7-day Ticketing Time Limit Instant confirmation and 7-day Ticketing Time Limit Instant confirmation in Euronet 7-day Ticketing Time Limit Once confirmed, Italo tickets benefit from a 7-day hold period If not printed within 7 days of confirmation, products are automatically deleted - Italo tickets are confirmed immediately, no need to wait up to 4 business days any longer - Price, placement details and PNR available directly in Euronet p 20

How to book NTV tickets in Euronet? When the Italo products are confirmed, you find the following info: The Product is confirmed Infant details (if required) Seat and Coach number The PNR which is all that is needed to travel Exact Ticketing Time Limit Ticketing method: PAH Ticket Delivery Rule: Italo trains: To travel on Italo, you actually just need to quote to the conductor the "PNR" reference indicated below. Even though it is not mandatory, we recommend that you print this document as it contains practical information such as your PNR and seat and carriage numbers. 1 2 3 6 4 5 7 p 21

How to book NTV tickets in Euronet? Your Booking is still on HOLD : to finalize it click on “Q for Print” or “Print Now” A this stage, a “Print at Home Email” box pops-up : enter the email address which will receive the booking confirmation. p 22

How to book NTV tickets in Euronet? The email address entered in the pop-up box will instantly receive the confirmation. REMINDER :To travel on Italo, you just need to quote to the conductor the "PNR" reference indicated below. Even though it is not mandatory, we recommend that you print this document as it contains practical information such as your PNR and seat and carriage numbers.

Multi Segments Multi-segment search You can not book multi segments that include NTV, therefore if you want to book an NTV services with another sector you will need to break the booking up. Example : instead of “Paris – Rome” Via Milan, do a “Paris-Milan”, then “Milan-Rome” 1st segment 2nd segment

What's new with the NTV Direct Connection ? P 3 - 6 Types of Fares P 7 - 10 How to book in Euronet P 11 - 24 After Sales P 25 – 28 FAQ’s P 29 p 25

After Sales After Sales Rules All After Sales principles are the same as for the other European products: Exchangeability and refundability vary by fare All after sales conditions, fare by fare, can be found on Extranet and by clicking on the fare details in Euronet Euronet makes your job easier as after sales policy are automatically applied and penalties automatically calculated You can refund NTV tickets in Euronet without RE4A's authorisation if refund is performed before train departure date (if fare allows) As no physical tickets are issued there is nothing to send back with your MTR and nothing is required back from the passenger to process the refund. This is very similar to other PAH bookings. p 26

After Sales GRACE PERIOD NTV Tickets can be refunded within 20 minutes of the booking being issued. No fees will be applied during this Grace period. Go on “Old Booking” module : select your booking, click on “Refund Ticket”, “get quote” : no fee are applied, then click “finalize”.

What's new with the NTV Direct Connection ? P 3 - 6 Types of Fares P 7 - 10 How to book in Euronet P 11 - 24 After Sales P 25 – 28 FAQ’s P 29 p 28

FAQ’s Q. I’m not getting any four digit NTV trains coming up when I do my search….why? Pleased check to see if you have started a “New Booking” if you start the booking by clicking on “Product Info” you will not be able to book any NTV services, so therefore please re-start your booking by clicking on “New Booking.” Q. Do the names on the tickets need to be correct? Yes all names must be correct as passengers may be asked for ID on board. The ID must correspond to the name in Euronet. Even though all names do not appear on the confirmation. The conductor will have the information stored on the carriers servers. Q. You mention RIT fares, how can I get access to these? Please contact your local representative for details on how to get access to RIT fares. Q. How far in advance can I book NTV services? You can book NTV approximately 90 days in advance.

Thanks for your attention We wish you successful NTV sales!!! p 30 30