1. Jean Paul Moreau S&D meeting Segmentation workshop introduction

2. 2 2 PARTNERS OTHER LARGE LOCAL & SPECIALIZED A new internal approach to segment our client 8 Key Accounts 5 Key Relations 3 Japan 1 Equation Top Accounts 3 partners chosen among key accounts  DGF  Kuehne Nagel  DB Schenker This is an internal segmentation to better address the needs of big customers Other key accounts will be considered as other large

3. 3 3 PARTNERS OTHER LARGE LOCAL & SPECIALIZED Stabilize/Increase base load & unit revenue  Increase loyalty  Increase share of wallet (where needed)  Improve portfolio mix profitability  Decrease cost to serve  Contribute to revenue integrity At least, maintain our position  Maintain share of wallet & size in AF/KL revenue  Value and cash each service  Decrease cost to serve Develop profitable growth  Increase our penetration ratio on those clusters  Promote added value products Our S&D strategy per segment

4. 4 Feedback on pre-contacts with Partners  First feedback on the « Give & Ask » commercial offer was positive  Ocean freighters already have this type of approach with forwarders  Our Partners believe these partnerships could indeed benefit to both the airlines and the forwarder  Some Partners have already proposed to go further and meetings will be held in October and November this year  Michael Shearer from DGF proposed to organize a meeting with his route manager to precise the offers  Kuehne Nagel would like to share the new commercial policy with area and market managers  This next actions will then be to organize meeting with Operations and IT to set up pilot tests Préciser date des RV Partners sur le slide ou en commentaire ?

5. 5 First achievements  Some concrete results to share on our new approach with Partners  On specific deals –DGF deal with Martinair in Hong Kong and Pudong –UPS pilot  On new collaboration model –Implants in Europe –Reception deportée SDV Quel est le terme technique anglais pour « Reception déportée » ?

6. 6 Meet potential partners to propose the deal * JulyDecJanDec Contract 2010Contract 2011 JanDec Contract 2012 Anything to be changed Initial Partnership To be revised? Pilot on key elements of Partner offer including 1st Quick wins Roll-out New Partner Offer within the 2011 contract Refine/Improve Partner Offer model Partnership benefits tracking Define detailed Offer/ partner Build accurate Business Case/ partner Feedback on first contact with partners and next steps Legend Tasks to be done Tasks in progress Realized actions

7. 7 APPENDICES

8. 8 Partners Other Large Clients Local & Specialized Accounts Global Partners guidelines and Commercial Offer to be applied in all areas, all markets Global Area decision on strategic regional Clients, aligned with corporate guidelines Dedicated area commercial offer applicable in various markets Area/Market scope Commercial offer defined per area/market AreaMarketDrive Centrally Driven - Area Implemented Centrally Monitored - Area Driven Area / Product driven From Global Segmentation to Area/Market adapted policy

9. 9 Contracts & Prices  Capacity Management / Access Priority  Free Sales rate with guaranteed capacity for 3- month  Price rebate on belly / Pallet deals  Access to best price AF-KL-MP  Expert support for value added products  24h contact  Direct access to operations  Special monitoring / Dedicated shipment control  Flown as planned commitment  Dedicated lane for acceptance Operations  SVP, VP involvement  Senior designated Key Account Manager  Area Correspondent  Implants / Direct CSO contact (dedicated lane) Market Coverage  E-program – E-booking, E-freight and host to host  Customer dashboard  Consulted supplier in all AF/KL tenders Partnership Levers  End of year rebates + attractive bonus rebate on over-performance Loyalty Program « Give » and « Ask » for Partners  Share of wallet growth / Volume growth targets at global level and in areas/markets with potential  AF/KL N° 1 on home markets, N°3 max on other markets (possible exceptions)  High level of booking reliability  High level of allotment performance  Support on unconstraint legs  Support new model « bellies & combi’s first »  High level of E-booking  CO2 commitment  Promotion of Value Added Products of AF/KL/MP  Common approach on bids Forwarder CommitmentOffer Trust and Win/Win rationale