1. Global Account Management Antoine Huet Vice President Global Corporate Sales AIR FRANCE KLM Rotterdam School of Management, 19 June 2009 ONE Global Travel Solution

2. 2 Market demands Shift from a local perspective to a global vision : -Shift from local travel manager to centralized purchasing -Shift from local travel policy to corporate travel policy -Shift from local travel agencies to a consolidated travel agencies network worldwide Regrouping of purchasing divisions of several customers to increase leverage of negotiation Delegation of negotiations to consultants/travel agencies Multi-airlines offer (alliances or merger) Resulting in a demand for one Global Travel Solution: -one contract for all countries / routes / airlines -centralized account management ONE Global Travel Solution

3. 3 Global Account Management at AIR FRANCE KLM Principle 1: a global contract is managed by one Global Account Manager (GAM) Principle 2: ‘Glo-cal approach’: act global, think local  Global account management with local support : GAM, LAM, SAM. Principle 3: One face to the customer  CAM (Coordinating global Account Manager), SAM (Supporting Global Account Manager) Organisation Global Corporate Sales: -customers with headquarters located in home markets (GAM in Paris and Amsterdam) -customers with headquarters outside home markets (GAM in London, Frankfurt, Zurich, Atlanta) -78 colleagues, 10 nationalities, 6 locations Each global contract has a tailored approach for (local) account management, communications and support ONE Global Travel Solution

4. 4 GAM LAM Part of international account team Coordinates national account team, including local account support & product manager Local Travel Manager Responsibilities LAM: Revenue local market Providing support global deal local market Communication to LTM Communication to Local Travel Agent Local Travel Agencies Responsibilities LAS: Implementation of the global deal on the local market Communication Local Agent GAM = Global Account Manager | G/LTM = Global/Local Travel Manager LAM = Local Account Manager| LAS = Local Account Support GTM Responsibilities GAM: Overall contract conditions Overall contract servicing contract Global Account Management at AIR FRANCE KLM

5. 5 Example 1: ‘Glo-cal’ contracting leads to synergies in global & local market Global account: GTM) Local agent: Global Account Manager Netherlands Local account manager Germany Global account pricer (GAP)/Product Manager Netherlands ONE Global Travel Solution

6. 6 DLKL CAM or SAM AFKL CAM or SAM AFKL DL SAM AFKL or DL CAM NORTH AMERICA EUROPE AFRICAINDIA LATIN AMERICA ASIA Exemple2: Multi-airline concept with single CAM/SAM Representation in All Areas for AFKL and DL

7. 7 Thank you for your attention. Any questions?