1 Global Solutions 1 97% Agency Fees Globalization Presented by: Colleen Hagg, Advantage Performance Network Nancy Miller, Travel and Transport Chris Thelen, Chambers Travel Management

2 Trivia 2 97% Agency Fees 1.When it is 9am Friday in Chicago, what time is it in Hong Kong? Friday, 11pm (+14 hrs) 2.Name at least 6 GDS’s 7-Wspan, Galileo, Amadeus, Sabre, Apollo, Abacus, Sirena 3.Does VAT stand for: Very Adaptible Traveler, Value Added Tax or Vicious Adoption of Time Value added-tax 4.What is the name of the French, Belgium and German railways? SNCF, Duetch Bahn and Thys 5.What currency are airline tickets issued in, in Russia? A-Sterling, B-Rubbels, C-Dollars or D-Euros C-Dollars 6.What EMEA country has over 90% of all hotel invoices billed to the TMC /direct billing rather than cc? Spain 7.What does the OK sign mean in France? Zero or worthless 8.In Singapore, why is it rude to cross your legs with your ankle on your knee? Because showing the soles of your shoes is seen as rude 9.In what region of the world is it considered disrespectful to put someone’s business card in your pants pocket? Asia 10.How many drinks will you get if you raise your thumb up in the a bar in Germany? How many in Japan? 1-Germany, 5-Japan

3 To my agency, globalization is… 3 97% Agency Fees

4 How often were you asked about global solutions 4 97% Agency Fees

5 Involvement in Global bid within last 12 months 5 97% Agency Fees

6 Global Associations 6

7 Number of Global Accounts your agency manages 7

8 Data consolidation 8

9 Reporting Tool for Consolidation 9

10 What is Globalization? 10 97% Agency Fees Need to ask your customer…what is their goal? Lots of options What your customer wants!

11 Common Misperceptions 11 97% Agency Fees It works well here in the US, why not globally? Fares and content is the same globally It’s a cost savings Easy to get global supplier contracts Can easily be managed solely from the US All agencies gather the same information Consolidated reporting is free

12 Considerations 12 97% Agency Fees Cultural Differences Languages Currencies Time zones Communications Travel Policy After-hours service IATA Ticketing Data Protection Account Management Commissions Rail / Car

13 Considerations cont % Agency Fees Technology knowledge Online tools Consolidated Reporting Crisis reporting/support GDS vs. Non-GDS Nonrefundable tickets Contracting Service differences Transaction Fees Other Fees Expense process Payment

14 Marketing 14 97% Agency Fees How do you stack up against competition? What else to you market besides your physical locations? Management reporting Crisis alert and assistance Profile systems Travel portal Pre-trip reporting After-hours Implementation Account Management Experience Bigger isn’t always better!

15 Lessons Learned 15 97% Agency Fees Need executive support and “owners” in all regions Awareness of how US direction is perceived Don’t think communications will take care of it Face-to-Face meetings are a must Payment arrangements: In-country vs. US payment Travel Policies: Vary by country and region Hotels…easiest to mandate with instant gratification

16 Lessons Learned cont % Agency Fees IATA rules still apply Fund Transfers (group pymts) Europe to US is slow Carefully chose your agencies partners Don’t be shy to ask to amend agency fees There is no one solution that is perfect It is just challenge!

17 Conclusion 17 97% Agency Fees Now we are ALL Experts!