This document contains unpublished confidential and proprietary information of American Express. No disclosure or use of any portion of these materials may be made without the express written consent of American Express. © 2004 American Express Company Team presentation Caroline, Fabrice and Michele 20th January 2009

2 France ■Unbranded text document included within the body of an ■Amadeus itinerary created using IEP command ■Negative customer feedback received regarding layout and design: hard to pick out items within the document ■GCO compliance text not included within itinerary Netherlands ■ Multiple itinerary generation processes with different layouts ■ Itineraries do not include GCO mandatory compliance information ■ Itineraries are sent via URL link to ViewTrip for getting e-tix information ■All documents are unbranded UK ■ Different itinerary products were used – Virtually There and My Travel Plans ■ No standard compliance text ■ American Express branding not on 80% + of the itineraries High level of itinerary before project

3 ■Provides Customers with a standardized EMEA itinerary document ■Allows customer specific remarks to be added For the Customer For the Traveler ■It will provide new functionality such as calendar integration and e-ticket receipt ■Various options will be available for delivery such as Blackberry friendly version, PDF and HTML For Amex ■Enables Amex to standardize their itinerary product for both on & off-line transactions ■Provides Amex branding and compliance on all itineraries ■Minimal process change ■Low transaction cost High level requirements for new itinerary (Summary for all Markets)

4 How we worked as a team Although we were all working on our own market itineraries they all linked to a common goal – ‘To deliver a standard itinerary across EMEA’. We shared knowledge and discussed various topics as a team. Some examples of these are below:  Discussed standard compliance information  Compared segment information and how it displays on itinerary  Discussed best practice for UAT testing  Provided moral support!!  We recognise we have transferable knowledge – e.g.. Fabrice was going to take over the project for Netherlands (Michele’s market)

5 Key learnings  Progress project at full team level e.g.. share requirements earlier as we did end up with a standard across the GDS’s  Quicker involvement of Solutions Management e.g.. for GDS links with external solution and segment review  Segment review – add to market requirements – don’t assume that: a)They have already been provided b) Because a supplier works with the GDS they know all about segments  Align special market requests across the other markets before signing of the requirements document (PDF, body text, calendar integration, SMS, Blackberry etc ) as an actual need for one market could be an added value for another market as well.  Engagement of correct resource for project e.g.. who is responsible for UAT? This fell into our team

6 Travel InformationCompliance Information

7 Contact Network representatives to discuss project Establish requirements Document requirements and obtain response to requirements from supplier Proposal to Network – what can and can’t be achieved Work through concerns and gain signoff on the proposal Build, Pilot and Implement The Consultant booklet review!! (Page 19)

8 Comments to booklet according to our project Establishing Rapport & Trust  Set our selves up in our respective markets, with consistent and accurate information to the project possibilities, phases and timelines. Advantage,discovered that we can be exchangeable. Establishing Needs  Watch not to create wrong expectations.  Sharing expertise across markets within the team is an added value to whole project /markets Presenting your Data & Analysis  Importance of standard documentation delivered by us to the market (requirements )  Ensure that no doubts or wrong expectations to product, possibilities or timelines are created Selling your best Options  Ensure beforehand what guidelines exist for us to implement tool (e.g. : set up requirements, whereas anyway EMEA standard will be delivered in phase one, and only this, as no development accepted. (PDF vs. body text )  Identify, highlight benefits although higher expectations expressed Dealing with Resistance  Listen carefully and provide positive arguments.  Deal with concerns instead of avoiding them. Closing & Follow through  Ensure that next phases are clear, knowledge of the product and support structure in place