IATA Induction for Agents On-line IATA / FITAC Bogota, April 9, 2015

IATA in Brief Global trade association for the world’s airlines 240 passenger and cargo carriers 84% of global air traffic Meeting our members’ needs The International Air Transport Association is a global trade association representing the world’s leading airlines Our members include some 240 passenger and cargo airlines and represent 84% of all global air traffic IATA works tirelessly to drive change within the industry and in the way the industry is regulated [Would it be better to focus on something more ‘back to basics’ here e.g. to get the message across that we basically exist by virtue of our members’ needs and therefore at our core we do whatever they need us to do? – And this is very much a question, not a request – am keen to hear your views]

History 1945 IATA is founded Today Versatile trade association Standard setting work with ICAO Traffic Conferences Financial settlements Today Versatile trade association Some foundation activities continue Comprehensive focus on industry viability In 1944, the world’s governments came together at the Chicago Conference to create a foundation for the then budding global aviation industry They agreed to the Chicago Convention, which continues to govern the conduct of international civil aviation today IATA was founded the next year with a focus on working with ICAO to setup international standards for aviation In the early days, IATA played an important role in facilitating fare setting and in establishing settlement systems for interline networks Today, IATA has evolved into a versatile trade association We still handle settlements for much of the industry but have left the fare setting role behind in the age of deregulation in favor of promoting the industry’s value and advocating for a regulatory and operational environment that allows aviation to deliver this value through key projects and advocacy Today, our mission is to represent, lead and serve the airline industry

Organizational Divisions Global development, regional delivery HQ Montreal/Geneva Regions Organizational Divisions North Asia (Beijing) ASPAC (Singapore) AME (Amman) Europe (Madrid) Americas (Miami) Member & External Relations (MER) Financial & Distribution Services (FDS) Airport, Passenger & Cargo Services (APCS) Safety & Flight Operations (SFO) Marketing & Commercial Services (MACS) IATA as an organization can be found in every corner of the globe, with 63 offices in 60 countries Headquartered in Montreal and Geneva, IATA’s 5 head office ‘divisions’ lead the development of its many global standards, industry positions, advocacy campaigns and commercial services Member & External Relations and Marketing & Commercial Services should explain themselves Financial & Distribution Services run, amongst many other things, our Settlement Services APCS deal with everything from ‘chocks on to chocks off’ i.e. on the ground And SFO deals with everything from ‘chocks off to chocks on’ i.e. in the air As well as those on the screen we also, like all large organizations, have support functions e.g. Corporate Finance, Human Resources, Legal Services, Corporate Communications etc Each division handles a key segment of the industry, such as Member & External Relations, Safety & Flight Operations, and Financial & Distribution Services IATA is also organized in 5 regions with a hub office in each region These hub offices and the country offices that report into them are the primary interface between IATA and its members and other external stakeholders Given the close relationship between our regional/country offices and our members, our regional teams provide invaluable input in to the development of our global standards, industry positions, advocacy campaigns and commercial services But their primary role is to ‘deliver’ all of these services and initiatives to our members and other stakeholders once they have been developed at the head office level has 5 regional hubs, where these standards and policies are delivered at a local level in coordination with country offices

Vision IATA’s vision is “to be the force for value creation and innovation driving a safe, secure and profitable air transport industry that sustainably connects and enriches our world” Through our vision and missions statements, IATA upholds its core values every day: To represent the industry before decision makers To lead the industry through standard setting and industry partnerships And to help our members operate safely, securely, efficiently, and economically

ISS Operations performance in Miami Hub

MIA HUB Customer Service 2015 10,811 BSP Agents 1,461 CASS Agents 954 BSP Airlines 452 CASS Airlines 13,678 Subtotal   3,435 TIDS Agents 10,199 MSO/GSA Codes 1,139 CASS Assoc 20,143 IDCards 34,916 Total Total 48,594 from 43 countries ISS OPERATIONS BSP 28 CASS 17 R&S Settlement Accts 69 Currency 26 Languages EN,SP, PT, FR VOLUMES Queries YTD 18,289 Monthly Avg 5,610 Calls per day 150 Customer touch points 720/day

Complaints Blue & Dissatisfaction Green MIA HUB Indicators 2014-2015 Queries received 2014 Blue & 2015 Green Complaints Blue & Dissatisfaction Green

Complaints Blue & Dissatisfaction Green COLOMBIA Indicators 2014-2015 Queries received 2014 Blue & 2015 Green Complaints Blue & Dissatisfaction Green

MIA HUB Case Areas Current year

COLOMBIA Case Areas Current year

(Instant Surveys – Numerical Scale 0-10) MIA HUB Satisfaction 2015 (Instant Surveys – Numerical Scale 0-10)

COLOMBIA Satisfaction 2015 (Instant Surveys – Numerical Scale 0-10)

Customer Service KPIs – February 2015 MIA Hub Customer Service KPIs – February 2015 INDICATORS HUB Queries Received 5,342 Queries closed within one business day 87.6% First Time Resolution 96.9% Backlog in days 0.33 Queries per 100 customers 1.97 Phone Calls Answered 98.2% Instant Survey Satisfaction (0-10 scale) 80.8% % of surveys responded 7.1% (Surveys Responded / Surveys Sent) (127/1,792)

Customer Service KPIs – February 2015 COLOMBIA Customer Service KPIs – February 2015 INDICATORS HUB Queries Received Queries closed within one business day First Time Resolution Backlog in days Queries per 100 customers Phone Calls Answered Instant Survey Satisfaction (0-10 scale) % of surveys responded (Surveys Responded / Surveys Sent)

Customer Satisfaction - Areas to Improve (from Instant Surveys & IPSOS) SERVICE ISSUES Communication and Quality of response Ease to find information and documentation Solutions provided by web FAQS Clarity of explanations Overall satisfaction with resolution issue Time to resolve a query Image of impersonal and regulatory versus facilitator Web and electronic channels need to be more robust ACTIONS TO IMPROVE Name of representative in email signatures to personalize service Published phone contact information in BSPlink and CS Portal Launched self-service portal to provide a user friendly experience Hub cross functional working environment to minimize response time and increase quality of response

New Self-Service Customer Portal Benefits Basic and admin users managed by customers’ head office FAQs about the portal sent to users during login registration Interface personalized per user profile Users can update their contact information Offers case status, financial review information, etc. Unique login and platform for all IATA FDS services (IFAP, cases, BSPlink, CASSlink, billing, etc.)

New On-line Induction for Agents AMERICAS New On-line Induction for Agents

Background: Hub Stabilization Plan

Stabilization Indicators Related to service to Agents

Stabilization Indicators Cases per hundred costumers per day – 2015 Goal = 1.80

Main drivers for queries? AFRs

Scope of IATA Induction On-line Agent queries represent 88% of total Customer Service cases Modules designed represent 80-20 of most common queries

Modules Introduction! English French Portuguese Spanish

In French!

In Portuguese!

In English!

In Spanish!

Gracias por su hospitalidad! Preguntas?