Enjoy Europe Travel by Train! Renfe Direct Connection User guide Last update: 15 June 2012

List of contents  IntroductionP  How to book Renfe tickets in Euronet?P  Renfe from the traveller's side…P  Renfe After SalesP  FAQs & TipsP p 2

Introduction  Euronet is connected directly to Renfe inventory  Access to Renfe's full range of individual fares  You can offer the exact same range of fares as the one available from Spanish agencies  You have access to Web and Star* fares, offering up to 60% discount  Immediate access to schedules  As soon as trains are loaded in Renfe inventory, they are accessible in Euronet  No need to wait until they are loaded in the International Reservation System to have access to them. This is particularly useful during Schedules switches.  All Renfe tickets are issued as Home  Minimal impacts on Euronet Front Office  Renfe features have been developed to minimise changes for the users  Booking flow remains almost identical as for other point to point tickets  issuance mode is very similar to the for other products *Star: also called Estrella in Spanish p 3

Introduction  Choose from 2 connections to book Spanish and Elipsos trains in Euronet:  1/ International Reservation System (also known as "Hermes")  2/ Direct connection to Renfe inventory which offers Web and Star fares  Check the difference below:  This user guide focuses on the booking of products via the new Renfe Direct Connection. p 4 Through Hermes DIRECT connection Live availability Immediate access to schedules  Access to "Web" and "Star" fares  Access to "Passholder" fares (Renfe trains & Elipsos)  Home option 

p 5  Introduction  How to book Renfe tickets in Euronet?  Renfe from the traveller's side  Renfe After Sales  FAQs & Tips List of contents

p 6 How to book Renfe tickets in Euronet?  Renfe products via the Direct Connection are easily accessible  Products are available in Search by Schedules and Search by Price  You can access these modes via the Product Tree or the Quick Search Product Tree Quick Search

p 7 How to book Renfe tickets in Euronet?  Choose the appropriate inventory  The list of inventories displays all Direct Connections (ATOC, Amtrak, etc.)  Select the right inventory in the drop down box:  RENFE: to access to Renfe's products through the Direct Connection  ERP: to access to Renfe's products through the International Reservation System

p 8 How to book Renfe tickets in Euronet?  Select the exact route/stations  Overall booking process remains unchanged  Important: you must select the EXACT origin and destination stations otherwise you'll get an error message ("Unable to process Renfe schedule request")  To help you, we have listed the main routes and the exact origin and destination stations, click here (slide 28)click here  Remember, you can also program the routes you sell the most as quick links

p 9 How to book Renfe tickets in Euronet?  To get more info on the train offer, click on the train  Solution Details displays information about availability, booking horizon etc. For more details, click here (slide 27)click here

p 10 How to book Renfe tickets in Euronet?  To assign passenger(s), proceed the same way as other bookings  Remember that requires INDIVIDUAL pax assignment as Tickets are strictly personal, nominative and not transferable  tickets are only valid upon presentation of an ID Card/photo ID

p 11 How to book Renfe tickets in Euronet? You can verify here - Origin - Destination - Departure date and time - Train number - Number of travellers - Passenger(s) name(s) - Accommodation(s) - Fare selected  Check the Product Summary  Make sure all details are correct, on this screen and click on Book Now

 When clicking on Book Now, this error message automatically displays as  All Renfe products booked through the direct connexion are  But the default ticketing option in Euronet is E2 Paper  click on OK  p 12 How to book Renfe tickets in Euronet?

 Select the as ticketing mode  Click on the Ticketing Options  Click on "save" p 13 How to book Renfe tickets in Euronet?

p 14 How to book Renfe tickets in Euronet?  At this stage, SEAT IS NOT BLOCKED YET in Renfe's inventory and price is not guaranteed.  Click on Next to finalise the booking.

p 15 How to book Renfe tickets in Euronet?  Check all elements of your booking and when all is OK, click on Finish

p 16 How to book Renfe tickets in Euronet?  Click on Q for Print or Print Now  At this stage, booking is not confirmed yet in Renfe's inventory and price might be slightly different when confirming.

p 17 How to book Renfe tickets in Euronet? Enter here customer’s address 2. Re-enter here customer’s address (control to avoid errors) 3. Enter here travel agent's address or that of the person who makes the booking (It allows this person to receive the too so that it can be resent to the customer if needed) 4. Select language for the confirmation (English, Spanish or Portuguese). Default language is English 5. Click on "Send"  Fill in the different fields  address fields (yours and the traveller’s address)  Choose the preferred language for the confirmation (English, Spanish or Portuguese available)  Click on Send

How to book Renfe tickets in Euronet?  Seat(s) is/are booked in Renfe's inventory and price is guaranteed  tickets are created in the Renfe database as a.pdf files  The confirmation is sent to the addresses previously entered  The traveller must open the PDF file attached to have a valid document for travel  A final pop-up displays p 18

p 19  Introduction  How to book Renfe tickets in Euronet?  Renfe from the traveller's side  Renfe After Sales  FAQs & Tips List of contents

Renfe from the traveller's side  A confirmation is sent by to the address(es) previously entered  This confirmation is not valid for travel  Traveller must click on Print your Ticket button to print the valid ticket

Renfe from the traveller's side Ticket number and ¨PNR (Localizador) Route details: origin, destination, date and time of departure/arrival Placement details (coach, seat #, etc.) Price Information Important warning: "Access to the train closes 2 minutes before departure" Date and time of ticket issuance Extract of the conditions of carriage Renfe ticket

p 22  Introduction  How to book Renfe tickets in Euronet?  Renfe from the traveller's side  Renfe After Sales  FAQs & Tips List of contents

p 23 Renfe After Sales  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 the Extranet  Euronet makes your job easier as everything is automatically calculated  You can refund Renfe tickets in Euronet without RE4A's authorisation if refund is performed within 24 hours  All Renfe tickets, even for the most restrictive fares like Star and Web, are 100% refundable if refund is performed within 24 hours.  Renfe tickets are cancellable through refundmyeticket.com

p 24  Introduction  How to book Renfe tickets in Euronet?  Renfe from the traveller's side  Renfe After Sales  FAQs & Tips List of contents

FAQs p 25 Q: Can my clients reprint their ticket if they lost it? A: YES, they can re-print their ticket from the received as many as they want. As the ticket is valid for one train/date and on a designed seat only, there is no risk of fraud Q: How to print Home train ticket(s)? A: An confirmation will be sent to the address entered in Euronet which encloses an attachment. The traveller simply needs to open the PDF file which requires a printer and Acrobat Reader to access and print the train ticket. Q: Can the Home train ticket be downloaded onto the laptop, iPhone or Blackberry instead of printing the ticket? A: No, travellers must print a physical ticket on an A4 paper format as proof of purchase and valid travel document. Q: What happens if there is a mistake on the name entered when booking a ticket? A: You don’t have to book again the ticket if there is a typo mistake on the name entered. The traveller can travel with the document as long as the name is not completely different.

Tips Solution Details pop up – more info Information about train type and source (inventory) Stations, departure time& date information Availability displays classes of service and number of seats/sleepers/couchettes available Values for RENFE are either “0”, “?” or {1…9}: « 0 » means it is sold out or class of service doesn’t match with the train selected « between 1 and 9 » : indicates the exact number of remaining seats. « ? » : there are 10 seats or more available (eg: in this case 1 st and 2 nd Class) Family product p Classes of service are as follows: A Preferente Cl Seat B Tourist Cl Seat D Couchette T6 Tourist G Club Cl Seat L Single Preferente N Double Preferente R T4 Tourist S Single Gran Class T Double Gran Class

Tips p 27 Exact origin/destination on the main routes FROM Madrid Puerta de Atocha TO: Algeciras Alacant Terminal Barcelona-Sants Cádiz Castellón de la Plana Córdoba (Central) Granada Huesca Huelva Término Logroño Málaga-María Zambrano Pamplona Sevilla-Santa Justa Valencia-Joaquín Sorolla Zaragoza Delicias FROM Madrid Chamartin TO: Bilbao Abando Oviedo Salamanca Santander Santiago De Compostela Segovia Valencia Nord FROM Barcelona Sants TO: Bilbao-Abando Granada Irun Lleida-Pirineus Madrid Puerta de Atocha Malaga-Maria Zambrano San Sebastian Sevilla Santa Justa Valencia Nord Zaragoza Delicias FROM Cordoba TO: Granada Sevilla Santa Justa FROM Barcelona Estacio de Franca TO: Paris Austerlitz Zuri 15HB (Zurich) Milano C. From Madrid Charmartin TO: Lisboa Oriente Lisboa Santa Apol Paris Austerlitz Domestic journeys International journeys

p 28 Thanks for your attention We wish you successful Renfe sales!!!