Amadeus Bulletin. MALAYSIA Let s shape the future of travel. You might have noticed We are passionate about shaping the future of travel in Asia.

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1 You might have noticed We are passionate about shaping the future of travel in Asia. We touch the lives of 1 million travellers every single day, connecting the dots to create a more personalised travel journey. Amadeus Bulletin MALAYSIA Let s shape the future of travel Vol. 5 No.12 - July 2014 So we were really excited to be nominated for two World Travel Awards this year Asia s leading travel technology provider 2. Asia s leading travel merchandising solution provider There is no way we would be recognised without your support and partnership and we hope we can count on your vote! Just click the link below and choose Amadeus Asia. Amadeus Malaysia Suite 15.01, Menara Dion, 27, Jalan Sultan Ismail, Kuala Lumpur. Tel: Fax:

2 Putting our customers first at technology & solutions showcase events in Malaysia On the 8th May, Amadeus Malaysia s Customer Solutions Group as well as Sales and Marketing conducted the first ever Amadeus Technology & Solutions Showcase in the historical state of Malacca. Some 19 attendees from 12 agencies throughout Malacca attended this maiden event. Of the attendees, seven were existing customers while 5 were potential customers. A similar event was conducted in Ipoh, capital city of Perak state on the 18th June In this event, there were even more attendees 34 people from 20 agencies. About 47% of the participants were Amadeus customers (a total of 16 existing customers) while nearly 12% were classified as potential customers (a total of 4 prospects). These events were held to showcase the latest technology and solutions from Amadeus that can add value to the travel agents daily operations. Malacca and Ipoh are the prime candidates for such an event because solutions awareness in these states is very low. This presented Amadeus Malaysia with a golden opportunity to expand its footprint in the peninsula, or at the very least create an awareness of what we have to offer. A key takeaway from these showcase events was the amazement felt by the majority of the participants about what Amadeus can bring to the table in terms of offering many solutions that fit their specific needs and requirements. Feedback was also that they found the events very enjoyable and would like Amadeus Malaysia to conduct more programmes of a similar nature. During the events, we also held various survey s to gain feedback from travel agents about what challenges they face, what solutions they need and to show that we are committed to meeting our customer s needs. What are the critical issues or problems that commonly faced by Travel Agencies? 22% 15% 5% According to the survey conducted, fare search was rated as the most critical challenge faced by travel agencies in their daily operations followed by receiving ADMs which is also a fare related issue. We presented Amadeus solutions such as Amadeus All Fares and Amadeus Ticket Changer that can help overcome and minimise these challenges. These two solutions were also rated among the top 5 solutions that add value to the agencies operations. Amadeus PrintMyTrip Amadeus All Fares Amadeus Selling Platform Amadeus Ticket Changer Amadeus Unutilized Electronic Ticket Tracking Report Amadeus Offers Amadeus SMS Altéa Amadeus Hotels Plus (Multisource) Amadeus Mobile Access 58% Agencies value rating on Amadeus solutions Fare search Fare search Agency Agency Debit Debit Memo (ADM) Manpower Manpower Generating MIS report Generating MIS report Rating Average In one other survey conducted on the event, the participants made it known that they are interested to learn more about our technology and solutions. In fact, all interested parties would like to have a personalised presentation by our dedicated account managers! With existing and potential customers willing to let Amadeus in the door, the onus now lies on us to grasp this opportunity and convert it into a sale. 2 Amadeus Bulletin Malaysia July 2014 Amadeus Bulletin Malaysia July

3 Amadeus report reveals Asia will drive a decade of sustained growth for the global travel industry The global travel industry is poised for a period of sustained growth over the next decade, driven in part by China s share of global outbound travel reaching as much as 20% by 2023, a new report on global travel trends reveals today. Shaping the Future of Travel: Macro trends driving industry growth over the next decade predicts an optimistic macro-economic outlook for global travel over the next 10 years, with the industry projected to outstrip global GDP by some 2%; growing 5.4% per annum. Moreover, global travel is now set to grow at a significantly faster rate than during the financial crisis, where growth was just 4.1% per annum. At the same time, China s growth in outbound travel, which as recently as 2005 stood at just 1%, will enable it to overtake the U.S to become the world s largest outbound travel market this year, with the number of Chinese households able to afford overseas travel set to more than double in the next 10 years. China will also become the biggest domestic travel market by 2017, driven largely by rapidly increasing GDP, rising employment levels and higher consumer spending. However, the report indicates that growth will not be exclusive to China, with forecasts showing that other large emerging markets such as Russia, Brazil, India, Indonesia and Turkey will each also average more than 5% annual growth over the next 10 years. This will be driven largely by rising wealth and changing consumer habits. Written by Oxford Economics, the world leader in global forecasting and quantitative analysis for business and government, the study draws on detailed macroeconomic modeling as well as qualitative interviews with industry experts, to forecast a wide range of future trends, including pockets of growth and opportunity that will shape the next decade of travel. Forecasts predict a new golden era for travel, which will be welcome news for many segments of the industry that are only just beginning to emerge from recession said Holger Taubmann, SVP Distribution, Amadeus. However, as the complexities in the business travel market clearly demonstrate, growth will be far from evenly distributed and there are likely to be both winners and losers. He added: At Amadeus our people, our technology and our innovation are dedicated to helping our customers and partners to shape the future of travel, and to this end we are continually committed to better understanding our industry and encouraging debate and discussion around the topics that matter and have implications for the entire sector. Some of the report s key findings include: Asia Pacific will be the fastest growing region over the next decade, with visitor flows for Asia forecast to grow at an annual average rate of 15.1%, nearly double the prior ten-year period ( ). Asia Pacific will also overtake Europe to dominate global outbound travel spend by 2023, with travel spend in the region forecast to increase at an annual rate of 18% over the next ten years. By 2023, Asia Pacific outbound travel spend will reach US752.8billion, making up 40% of the world s total. Business travel will bounce back as links between East and West stimulate new demand, but western short-haul business travel will not reach pre-2008 levels until Asia will account for 55% of global business travel growth in the next ten years. North East Asia alone will account for 42% of the growth in global outbound business travel expenditure over the next decade, with South East Asia accounting for a further 13%. Air travel growth will be led by emerging economies such as India, Indonesia and Russia, as non-oecd air travel is set to overtake that of OECD members for the first time, to become largest source of global air traffic by Demand for international hotel stays has outpaced demand for domestic stays since the recession, suggesting reduced domestic hotel spending is the new normal. At the same time, overnight visitor flows for Asia are set to grow nearly four times faster than Europe s over the next ten years but Europe will remain dominant. The findings underscore what most of us already intuitively know that we have now truly arrived in \the Asian Century. No matter where we look, Asian travellers have and will continue to change the landscape of travel, and businesses must adapt to them or risk falling behind. Our role is to help travel players stay one step ahead of the game. But our bigger mission is to help the Asia Pacific industry prepare itself to manage the next billion travellers, said Angel Gallego, President, Amadeus Asia Pacific. The global travel industry is gaining strength and changing as it emerges from the recent recession in developed countries. China s development is an important driver but there are actually many more subtle factors also at play. Shifting competitive dynamics and the persistence of new behaviours that emerged during the recession are both impacting key indicators in the sector. observed Andrew Tessler, Associate Director, Oxford Economics and the report s author. To download a free copy of the report please visit 4 Amadeus Bulletin Malaysia July 2014 Amadeus Bulletin Malaysia July

4 CONGRATULATION!!! It s fantastic to see the widespread participation from Malaysia travel agencies that Amadeus Ticket Changer had added value to their operations. Amadeus Ticket Changer takes the pain out of reissuing tickets for travel agents Heartiest congratulations to our winners and thanks to our travel agents for sharing their experience of using Amadeus Ticket Changer! Winner of Amadeus Double Deals Promotion Innovative productivity tool reduces the time for travel agents to reissue tickets to as little as three minutes Amadeus, a leading technology partner for the global travel industry, today announces the launch of Amadeus Ticket Changer in Asia Pacific. Amadeus Ticket Changer allows travel agents to efficiently manage their customer's change requests in as little as three minutes. Whether re-pricing, re-issuing or refunding a ticket or itinerary, Amadeus Ticket Changer saves time and reduces the possibility of errors. Unique to Amadeus, Ticket Changer calculates all kinds of itinerary modifications, including the date, flight and routing, and processes all types of tickets and fares, before and after departure, in four simple steps. Louisa Wang, Ticketing Department Manager, Comfort Travel Taiwan, commented, In the past I could spend up to 15 minutes to manually calculate ticket changes, but with Amadeus Ticket Changer, it now only takes me three minutes. Ticket changer helps me filter information so I can quickly and accurately serve my customers. It really has helped reduce my daily workload. Amadeus Ticket changer can automatically calculate and guarantee any applicable fare, tax or penalty collection for over 94 airlines globally, including Eva Airways and Qantas in Asia Pacific. Leon Herce, Vice President, Distribution Commercial, Amadeus Asia Pacific said, Our goal is to create solutions that help address the challenges our travel agency customers face, and find ways to make their life easier. Amadeus Ticket Changer takes the pain out of the ticket reissue process and leaves agents with more time to focus on providing great service. For more information about Amadeus Ticket Changer, contact your local Amadeus representative today. Winner of Amadeus Double Deals Promotion Angkasa Travel Service Sdn Bhd Irisa Yuan Executive (Travel Centre) Corporate Information Travel Sdn Bhd Winner of Amadeus Ticket Changer Promotion Wenesia Chow Executive (Travel Centre) Corporate Information Travel Sdn Bhd With Amadeus Ticket Changer, it increased our productivity, faster and better customer service, of course no more ADM. With Amadeus Ticket Changer, reissuing process has never been easier since it auto-calculates the fare and tax differential along with the applicable penalties from the respective airlines. It also helps us to minimize any inadvertent errors and increase job productivity, thus allowing us in responding to our customers in a timely manner. 6 Amadeus Bulletin Malaysia July 2014 Amadeus Bulletin Malaysia July

5 Unleash your SUPER POWER today! Amadeus Ticket Changer Benefit #1 : Time Saving Amadeus Ticket Changer exchanges and refunds a ticket in less than a minute, saving time for you and your customers. Have you ever caught in the situation that you offen prefer to run away from handling ticket reissuance service for your customers? Or spending more time recalculating and rechecking before reissuing the ticket? x2 x1 Although some people believe there is no such thing as miscalculation on fares, most travel consultant would prefer to stay out of the spotlight of making mistakes. Here are steps that you can take to avoid making any fares calculation mistakes that may give you a negative reputation. Retrieve the existing booking Rebook the new itinerary,class, flight & date Recalculate the price difference, penalty, tax Prepare & issue the document automatically Benefit #2 : Better Customer Service Amadeus Ticket Changer is a reliable tool that improves speed, efficiency and transparency of customer service.in less than a minute, saving time for you and your customers. Most of the travel agencies have 2 goals on their minds: How to increase sales and how to bring their customers back. Connecting with your customers is incredibly important, and those personal interactions are surely priceless and that s what makes your customers love you. Here's a giant piece of advice: Start using Amadeus Ticket Changer. With this solution, it exchanges and refunds a ticket in less than a minute, saving time for you and your customer. Now you can impress in front of your customers by serving them faster, quicker and accurately. Benefit #3 : Protect & Grow Your Revenue Let Amadeus Ticket Changer fuel a new source of income. A typical small business owner has a lot of things on his or her mind - not least of which is how to protect and grow their revenue. Here are some ways that will help you achieve what you want. No.1: Generate service fee revenues. Given that approximately 10% of tickets are changed at least once, can you really afford not to profit from this nearly untapped market? Exploit this opportunity by charging a service fee per change and watch your revenues grow. No.2: Significant reduction of ADMs. With Amadeus Ticket Changer accurately calculates the fare or tax balance and penalty fee. This ensures the right fare and the right penalty charge are applied from any point of sale and helps to avoid airline debit memos. Benefit #4 : Lower your operational costs Save cost by reducing the number of calls to Amadeus Helpdesk and boost staffs productivity to focus on new business. Airline debit memos, 30 minute calls to Amadeus Helpdesk Support, lengthy and expensive staff training these are just some of the factors involved in manual ticket reissuing. Sweep them all away with Amadeus Ticket Changer, an entirely automated solution that will help you significantly reduce operational costs. You will no longer have to spend vast sums of money training staff, to make sure that they understand and remember each airline's cancellation and change policy. Instead, Amadeus Ticket Changer does it all for you, incorporating the myriad airline policies into one easy to use solution which even reissues the ticket, does the reporting and results in the reduction of airline debit memos! 8 Amadeus Bulletin Malaysia July 2014 Amadeus Bulletin Malaysia July

6 Sharing is Caring, Loving is GIVING Last Sunday, more than 15 Amadeus volunteers including their family members visited Sinthamani Life Ashram to bring cheers and joy to the childrens in effort of spending quality time with the less fortunate. Along with the visit, the volunteers brought some foods and treated the childrens for lunch. There was glow of happiness all over their faces throughout the visit. Amadeus volunteers will continue seek for better and more improved programmes that will bring joy to the lives of others. 10 Amadeus Bulletin Malaysia July 2014 Amadeus Bulletin Malaysia July

7 Garuda Indonesia partners with Amadeus to sell full range of fares via travel agencies A sustainable travel future Amadeus travel agencies in Indonesia, Singapore and Japan have access to the full range of Garuda Indonesia s schedules, fares and availability Amadeus, a leading technology provider for the global travel industry, and Garuda Indonesia, the national airline of Indonesia, today announce a new agreement to distribute the airline's full range of fares via Amadeus. Travel agencies in Indonesia, Singapore and Japan will have an extended access to Garuda Indonesia s fares, seat availability and schedules via the Amadeus system. The partnership also means Garuda Indonesia will benefit from unparalleled sales reach through Amadeus global network of travel agencies. Erik Meijer, EVP Marketing and Sales Garuda Indonesia, said, Amadeus extensive travel agency network in Asia Pacific will help us reach new customer segments and strengthen our presence in Asia. We also see this agreement as a natural extension to our existing technology partnership with Amadeus, which we implemented to help us improve our customer service offering ahead of our entry into the SkyTeam Alliance, Hazem Hussein, EVP, Airline Commercial, Amadeus Asia Pacific, added, Garuda s rapid growth in recent years is very impressive, and we are pleased they have chosen Amadeus to support their on-going transformation. This agreement is an important next step in our partnership with them, and we look forward to helping them cement their foothold in the booming Asian landscape. Amadeus plays a critical role in the distribution space. Today, 40.1% of the world s air travel agency bookings are made via Amadeus, and 80% of Amadeus bookings worldwide are made on airlines with which Amadeus has a content agreement. For more information about Garuda content in your local market, please contact your local Amadeus representative. Creating more sustainable travel Travel companies are realising that true long-term business sustainability requires not only considering commercial needs, but also making a positive impact on society and the environment - both locally and globally. We'll all need to be actively involved in understanding and nurturing these areas in order to meet the requirements of today without compromising the needs of tomorrow. What's more, travellers will be expecting the companies they travel with to be doing just that. Here we've created a platform to share both our stories and yours. We'll be exploring how travel businesses are taking a more active role in ensuring their long-term sustainability. Amadeus technology helps reduce CO2 emissions and increase productivity Amadeus helps its customers and the industry reduce carbon emissions. We believe there is a need to have an industry standard to calculate carbon emissions for aircraft emissions. We re doing our part in creating a sustainable travel future through our technology. Amadeus Altéa, for example, provides both environmental and business benefits for airlines by helping them use less fuel, produce less CO2 emissions, increase productivity, and reduce flight management disruptions as a whole. Amadeus Corporate Social Responsibility projects around the world Amadeus believes that long-term sustainability isn't only about meeting our commercial needs, but also making a positive impact on society. We are actively involved in social responsibility projects in three core areas: Knowledge & skill transfer, Technology for good and Community support. Are you ready for a sustainable future? The travellers of tomorrow will expect to be in the driving seat. Travelling to where they want, how they want, staying where they want and doing exactly what they want at the click of a button. The question is, are we ready to accommodate this demand for unique experiences? Join us on a journey towards a personalised future at Let s shape the future of travel 12 Amadeus Bulletin Malaysia July 2014 Amadeus Bulletin Malaysia July

8 Turn LCCs bookings into profit today! A better booking flow in 4 easy steps! Search Flight Select Flight Enter Guest Details Finalised And Pay Optimise your booking workflow with a simple & easy to use interface, without the need to learn different commands or leave the Amadeus Selling Platform environment. Now anyone can book AirAsia, Malindo Air, Jetstar & Tigerair! Coming Soon Amadeus Super Agent Key Highlights and Benefits Integrated into the Amadeus Selling Platform in a familiar, easy to use Graphical User Interface. Anyone can book and no ticketless access command knowledge required, even experienced command page users will appreciate the easy SSR selection. Efficient streamlined workflow designed for the travel agent. Fare parity with airline website and fare build up display. Maintenance free smart tab technology eases market deployment and ensures the latest routes and services are at agents fingertips. Input validation ensures booking accuracy. 14 Amadeus Bulletin Malaysia July 2014 Amadeus Bulletin Malaysia July