Air France unveils Joon. Q&A External version 25 September 2017

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1 Air France unveils Joon Q&A External version 25 September 2017 From 01 December 2017, Joon will operate to Barcelona (BCN), Berlin (TXL), Lisbon (LIS) and Porto (OPO) from Paris-CDG in Airbus A320 / A321. By summer 2018, Joon will fly to Fortaleza (FOR) in Brazil and Mahe (SEZ) in the Seychelles Islands in Airbus A340. Operational & Commercial model 1. When will Joon be implemented? The Commercial Launch will be September 25 th The first medium-haul flights will start in autumn The long-haul flights will be as of summer What are the destinations for Joon? On medium-haul: As of 1 December Berlin (37 flights per week), Porto (3 flights per week), Lisbon (28 flights per week) and Barcelona (51 flights per week). On long-haul: As of beginning of May - Fortaleza, Brasil (2 flights per week from CDG, Friday and Sunday) and Mahé, the Seychelles (3 flights per week from CDG, Monday, Wednesday, Saturday). By summer 2018, other destinations will be added to Joon s long-haul and medium-haul networks. To be communicated later. 3. What will be Joon airline code? The airline code for Joon will be JN. 4. What are the commercial and operational relations with Air France? Joon flights will be wetleased by Air France. It means the operating code and the marketing code will remain AF (or other marketing code for code-sharing partners), Joon will only be the carrier code/aircraft owner. As JN code is not yet activated in all GDS, flights will be transferred to Joon operations only in October (JN as carrier code). In the meantime, flights will remain in AF operations (AF as carrier code). External Q&A 25 September 2017 Page 1 sur 5

Here is an example of different codes used for a flight, if it is an own AF operation or a wetleased operation. For wetlease, Joon case will be comparable to CityJet on a CDG-DUB flight. 5.

2 Here is an example of different codes used for a flight, if it is an own AF operation or a wetleased operation. For wetlease, Joon case will be comparable to CityJet on a CDG-DUB flight. 5. Will there be Joon Flight numbers? No, all flights will keep the current Air France flight numbers. 6. How will the flight appear in GDS? (When JN code will be activated, in October) In the GDS the Air France flights operated by Joon will appear as a wetleased flight: JN*AF0001, as a CDG-DUB operated by Cityjet (WX): WX*AF1616 J5 C5 ZL O5 W9 S9 A9 /CDG2E DUB E0/AR8 2:00 Y9 BL ML UL Q5 GR 7. Who can sell Joon flights? All current distribution channels which are used for Air France. This applies for online and offline and direct sales and indirect sales. 8. On which ticket stock can we issue Joon flights? Joon flights can be issued on AFKL ticket stock depending on the market. All current ticket stock capable of selling on Air France (KL, Delta ) will be able to issue on Joon. It will be mostly AF ticket stock How can a passenger identify that he flies on a Joon operated flight? (When JN code will be activated, in October) When a reservation is made, customer is booked on an AF flight number and it will show that the flight is operated by Joon. Customers will receive a confirmation of their reservation which informs the customer that the flight AF XXX is operated by Joon. Also through "Review/modify your reservation", customers can see through which airline a flight is operated. 10. Is it possible to sell connecting flights with Joon flights? Yes, all possible connections on AF or partners flights, in CDG or other platform, will still be offered. 11. Will code shares apply on Joon operated flights? All code share partners can keep their marketing code on Joon operated flights in the context of their partnership agreement with Air France. 12. What will be the Air France fare policy on Joon flights? For the medium-haul, JOON customers will have access to three different fare levels to meet all their needs. As on the Air France medium-haul network, these fares are offered in one-way. 1 Light fare no baggage non-change non-refundable 1 Standard fare with baggage allowance change at a fee non-refundable 1 Flex fare with baggage allowance free change refundable - Access to the SkyPriority and access to Goshow or Aftershow External Q&A 25 September 2017 Page 2 sur 5

3 On long-haul from France to Joon destinations, Air France will launch branded fares at two fare levels offered in one-way: 1 Light fare no baggage change at a fee non-refundable 1 Standard fare with baggage change at a fee non-refundable Air France's fare policy will apply to the rest of the Air France network and remains the same. Details on long-haul branded fares: These fares will only apply departing from France (PAR and Province) to Joon destinations when including a flight operated by Joon. These fares will not apply on a route without a flight operated by Joon (e.g. the Light fare will be offered on a NCE-FOR via PAR as connecting on the PAR-FOR flight operated by Joon, but not on a NCE-FOR via AMS where the AMS-FOR flight is operated by KLM). The Standard fares may be combined with all the fares valid on other via points inorder to be able to combine, for example, an outbound via PAR and an inbound via AMS (or other via points). Light and Standard fares cannot be combined at launch (the passenger will have to choose the Light or Standard fares on his/her return ticket). 13. Will there be a separate website for Joon? A landing page flyjoon.com (or from each country code with a Joon destination) will exist (hosted in Air France website from each country) to present Joon offer, destinations, social media content and partnerships. 14. Will there be specific Social Media accounts for Joon? Indeed, Joon will have specific Social Media accounts (@weflyjoon or #weflyjoon). 15. Will Joon flights be one cabin service only? Medium-haul flights will operate with 2 cabins: Economy and Business class (with movable curtain). Long-haul flights will operate with 3 cabins: Economy, Premium Economy and Business class. 16. Does Joon offer the same AF services for all passengers (eg. disabled people, children, etc...)? Yes, all AF specific programs will apply (eg. wheelchair, kids solo ). 17. Will Joon have specific partnerships? Will AF partnerships (Hertz, Accor, etc.) be available on Joon? Joon will enrich its offer with new partnerships and will also keep Air France ones. The first partnerships of Joon are innovative companies, which give access to new experiences, innovation does not end at the doors of the plane. TRAVELCAR - car management during the customer s journey WAYANABOX Week-End surprise package BHV Marais thematic visit of Paris (proposed when Paris is end destination) AirBnB Experience - create unique experiences in your city and increase your income by welcoming both travellers and locals. Other partnerships and innovations will be added in order to adapt continually offers to meet customers needs. 18. Will it be possible to book groups, allotments, TO on Joon flights? Yes, Joon flight will be steered and priced by Air France Revenue Management, with same process and tools. External Q&A 25 September 2017 Page 3 sur 5

4 19. Will the communication of Joon products and services be integrated in the Air France tools? Yes. 20. What process applies for passengers in case of crise? AF will take care of all passengers being booked under AF code. All phone numbers remain the same. Flying Blue 21. Can Flying Blue Miles be earned and burned? Yes, Flying Blue Miles can be earned and burned following the Air France scheme. 22. Does Joon recognize the tier level of a Flying Blue member? Yes, the Flying Blue Tier level will be recognized and the same rules apply as currently for Air France. 23. Can Flying Blue members use SkyPriority when flying Joon? Yes, SkyPriority will be recognized giving priority boarding, lounge access etc. Service Recovery 24. Flights have already gone on sale. How will you explain to customers that the carrier will not be Air France? Customers buying tickets on Air France today and who will fly with Joon will benefit from the same service quality that characterises Air France, with new services that are Joon s own. The destinations served by Joon will no longer be served by Air France. These flights remain marketed by Air France, while associating the Joon travel experience. This is a standard procedure for switching carriers. 25. What will happen to customers holding a reservation with an Air France flight segment which will change into a Joon operated flight? (When JN code will be activated, in October) As the flight number remains the same, PNR remain the same, there will be no reaccomodation process. When the carrier code will change to JN (in October), an will be sent to inform customers of this change on the concerned segment and/or information will be updated in their PNR. 26. Is full refund offered if customers no longer want to travel? The fare rules will apply. Corporate & Trade Contracts 27. Will Joon be a part of corporate and trade contracts with e.g. a different fare grid? AF flights operated by Joon are included in the contracting (if Joon routes are part of the scope) as operating code will still be AF. 28. Do corporate contracted customers still get the first bag for free and do they still use SkyPriority? The current Air France rules and regulations for corporate customers apply. 29. Do corporate contracted customers have any seating benefits? The current Air France rules and regulations for corporate customers apply. External Q&A 25 September 2017 Page 4 sur 5

5 30. Will Joon be integrated in Blue Biz program? Yes, AF flights operated by Joon will be integrated in Blue Biz contracts. 31. Can customers earn and burn Blue Credits on Joon flights? Yes, Joon customers can burn and earn Blue Credits similar to the current Air France scheme. After Sales/Customer Care 32. What will be Joon terms and conditions? As Air France is the marketing carrier, the terms and conditions of Air France will apply on Joon operated flights. 33. Are delays/cancellations compensations aligned with Air France standards? Yes, AF after sales policy applies. 34. Are customer contacts the same as Air France? Yes. 35. Does Joon have its own Customer Care department? No, compliments and complaints for Joon will be handled by the current AFKL Customer Care centres. External Q&A 25 September 2017 Page 5 sur 5

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