Brighter, Bolder, Better. 1Ace Amadeus Consultant Event. Welcome Amadeus IT Group SA

Transcription

1 1Ace Amadeus Consultant Event Welcome 1

2 Welcome

3 Agenda 1:00 2:00 pm Welcome / Amadeus Overview Charles Clough / Dwayne Ingram 2:00 3:30pm Airline Solutions Highlights Bill Spilman / Francois Weissert 3:30 4:00 pm Coffee with Amadeus Executives 4:00 5:00 pm e-commerce Strategy Susan Kidwell / Denis Lacroix 7:00 pm Horizons Opening Cocktail Reception Imperial 8:00 pm 1Ace Group Dinner La Scala

4 Strength of relationships Corporations Online Market Airlines TMCs 4

5 Why Are We Here? Provide insight into Amadeus and its offerings Meet our people establish / strengthen relationships Understand our customers needs / benefits

6 The largest transaction processor in travel Transaction-based business model Operate globally in the growing travel and technology market Two highly synergistic and profitable businesses: Distribution and IT solutions Travel buyers Consumers/ General public Corporate travel departments Travel providers 719 airlines (over 460 bookable) 116 Insurance companies 50+ cruise and ferry lines 190+ tour operators 86,000+ hotel properties 25 car rental 103 railways IT SOLUTIONS Including direct distribution technology Common / overlapping platforms & applications Common data center Common customers Common sales & marketing infrastructure DISTRIBUTION BUSINESS Provision of indirect distribution services Travel agencies Travel Management companies Business travel agencies Leisure travel agencies Online travel agencies Consolidators Single-site agency Travel search companies Airline sale offices and airline websites connected to Amadeus direct sell technology

7 Facts and figures on Amadeus Ownership (a) More than 190 countries served Over 10,100 employees worldwide 677 million billed transactions in 2009 Free Float, 31.92% Minority shareholders, 1.06% Treasury Stock, 0.47% Cinven and BC Partners, 34.72% 150 million lines of written program code Lufthansa, 7.61% Iberia, 9.00% Air France, 15.22% (a) Ownership at June 30, 2010

8 Strong growth of client base 97 airlines representing approximately 573 million passengers in 2009 (a) Airlines contracted but not yet implemented +74 airlines Airlines already implemented with Altéa Reservation and Inventory 16 airlines (a) Airlines already implemented with Altéa Reservation and Inventory + Strong Pipeline H 2010 (a) List of airlines shown is a sample and not exhaustive. Passengers generated by airlines that are Altéa customers with Altéa Inventory and/or Departure Control modules implemented or have contracted the migration to any of these two modules. Estimated annual PBs calculated as follows: (i) annual PBs migrated to Altéa by December 31, 2009 plus (ii) annual PBs estimated to be migrated to Altéa by December 31, 2013 based on contracts signed through December 31, 2009; all annual PB volume data based on actual 2009 traffic volumes where migrated before January 1, 2009, remainder estimated using historic traffic volumes and therefore exclude any volume trend assumptions

9 Our airline customers made us #1 PSS PBs (millions) Sabre Amadeus 90 airlines contracted 573 million passengers Travelport SITA HP

10 Amadeus & Alliances

11 Amadeus - The next chapter

12 Amadeus Airline Centers

13 Regionalization Product Sales/Commercial Delivery Support

14 Investment More travel providers on the platform More attractive to travel agencies 700+ Airlines 85,000 hotels + others More revenues More investment in IT 130,000+ Travel agencies & airline sales outlets Better products More attractive to travel providers More travel agency subscribers

15 Technology is at the heart of our long-term strategy Highly synergistic businesses with common client base and technology platform Single common technology platform across distribution and IT solutions The first and only GDS and PSS solution provider to move largely to open systems (a) Fully owned data center Shift operating platform to new generation technologies (b) % 100% 80% 60% 40% 20% 0% Unisys OS1100 IBM MVS/VM Siemens BS 2000 IBM TPF Legacy Unix Linux Man-years 4,000 3,500 3,000 2,500 2,000 1,500 1, ,009 Significant and increasing spend on product development 2,216 INCREASE 04-09: +66.2% 2,573 2,796 3,218 3, Total accumulated : approximately 16,100 man-years (a) (b) Systems that are based on open standards and that are compatible with multiple third party systems Illustrative chart, based on platform activity and payload

16 Airline Solutions Highlights 16

17 Amadeus IT strategy Questions and Solutions How can I integrate with third-party content on my site to increase revenue? How can I integrate mobile strategies? Are we monitoring the right Social Media channels? How can I reduce my Distribution costs? How much opportunity am I leaving on the table by ignoring Social Media? Which companies are driving traffic to my site? How many unique, self-directed customer visit my site each day? How could I improve interaction with my Alliance partners? How can I reduce my development and IT costs? Where do my site visitors abandon their transactions? How can I Revenue Manage my Ancillary Services? How can I increase Customer Satisfaction and Loyalty? How can I stay on the cutting edge of travel technology to remain competitive?

18 Session Objectives Introduce key industry challenges & opportunities and how Amadeus is addressing these today Discuss an Amadeus point of view on key future industry considerations that will affect PSS solutions in the future Provide an overview of Altea: Details on how specific products solve industry business problems Alliance and partnership capabilities Product road map Technology overview

19 Amadeus IT Strategy (1 of 2) Industry Challenges and Opportunities Key Business Objectives Industry Consolidation Seamless Customer Services Revenue Maximization Cost Synergies Time of Consolidation v. Risks Amadeus Solutions Products: Single PNR, Multi-airline inventory Architecture: Single Database, Availability Calculator People: Migration and partnership expertise Alliances Response to consolidation Seamless customer processing Alliance execution: loyalty, codeshare, airports & sales Products: End to end codeshare automation Architecture: Seamless integration to Altea and non Altea customers People: Supported Largest # of alliance implementation Premium Customers Know you customer to differentiate service Deliver the right service to the right customer at the right time Products: 20+ stored unique customer characteristics, Stored customer value Architecture: Structure Booking Record, Rules engine by business process for customer data People: Cross travel industry CRM expertise

20 Amadeus IT Strategy (2 of 2) Industry Challenges and Opportunities Cost Management Key Business Objectives Distribution Labor Operational Efficiencies Amadeus Solutions Products: Process based GUIs, automated off schedule operations Architecture: Lower IT development cost People: Consulting for business re-engineering New Revenue Sources Up Sell as a Service Ancillary Products Partnership & Cross Selling Products: EMD, Ancillary Revenue Architecture: End to end merchandizing People: Early adopter for ecommerce and PSS Consumer Direct Legacy Push to Enable Consumer Rapid Evolution of Mobile Synchronization of all touch points Barrier to addressing all industry opportunities & issues Products: End to end check in self service Architecture: Open Systems, web service enabled People: 80%+ development staff new technologies Products: 80%+ off TPF, complete by 2010 Architecture: Build for change People: Commitment to new technologies

21 Future Industry Considerations Airline Segmentation Evolution of hybrid LCC Globalization of all segments Technology Open systems tools Mobile devices Tablet computing Elimination of desk and lap tops Changes in PSS Increase in customer direct Proliferation of edge devices Increased MIP demand Operational integrity Social Networks Customer segment Reason and types of travel Customer communication Social travel On Line e-commerce Impact of Google and Google competitors Evolution of online payment processes Merging of content

22 The Value of an Altea Solution The most robust functional solution in the industry Open Systems architecture 80% complete on TPF decommissioning Can immediately allow airlines to upgrade to new business initiatives Provides full O&D Bid Price 100% 80% 60% 40% 20% 0% Legacy Unix Open Systems Linux Open Systems Corporate Culture People are our #1 asset R&D spend ($mm, incl. capitalized R&D at ex. rate 1.35) Low Risk Product Investment The Future We have migrated more airlines than any other vendor All implementations successful Invested over $1b in last 10 years Commitment to continued future solution Strong community governance processes To become the preferred travel technology IT company in the World CAGR 04 09: 10.5% % of revenues Total accumulated : approximately $1,735 mm

23 Amadeus Altéa The ideal solution for airlines Altéa a unique new generation PSS available now Industry leading solution with major carriers implemented world-wide 134 carriers on Reservation, 80 on Inventory, 26 on Departure Control Many new carriers contracted and under implementation 573 million PB annually A growing platform with a guaranteed future

24 Amadeus Altéa in the airline environment Loyalty GDS content Operations Cargo Schedule Planning Interfaces Interlinks CRM Other GDS Data Warehouse Airline systems Outsourced to Amadeus Other airlines Connectivity to the outside world

25 Amadeus Altéa - Cost reduction for airlines Cost reductions from business-driven technology Eliminate unproductive sales and reduce distribution costs Highly automated revenue integrity tools to firm flights, reduce spoilage and prevent fraud Release seats for re-sale right up until flight departure Drive more customer service delivery to the web Servicing and booking changes Redemption award bookings Reduced fuel usage Better forecasting of weight and balance enables a reduction in fuel usage Reduced cost of penalties for passport and visa irregularities Integrated checks and early capture of information reduces the incidence of visa irregularities

26 Amadeus Altéa - Improved productivity for airlines Productivity gains from efficient work-flow driven interfaces Faster selling means reduced call times and increased customer satisfaction Faster more accurate booking changes and re-pricing Efficient inventory management delivers products to market faster New flights delivered for sale in minutes Automation of all airport business processes including check-in, disruption management, boarding management and weight/balance calculation High levels of automation (e.g. automated baggage fee calculation for check-in, time triggered departure plan and automated load distribution for W&B), integration across all platform modules and efficient user interfaces Altéa users estimate that after migrating to Altéa their load controller productivity Automation of service delivery through any channel Waitlist management, seating, distribution control

27 Amadeus Altéa - Improved productivity for airlines Productivity gains - work-flow driven graphical user interfaces INV RES DC-CM DC-FM Service delivery automation through business rules Updates in real-time propagated across the system Automated itinerary re-price and reissue for most tickets Up to 20 minutes saved for an international ticket change by using Amadeus Ticket Changer (Optional Product) Automation of manual activities schedule change, reaccomodation, equipment changes etc.

28 Amadeus Altéa- Improved productivity for airlines Productivity gains - work-flow driven graphical user interfaces New generation inventory reservations load check-in control

29 Amadeus Altéa - More revenue for airlines Revenue gains from new sales opportunities Community platform easier, accurate alliance and interline selling Access to non-air GDS content offers a wide range of additional services to passengers Better upsell from transparent web fare shopping Ancillary services and service fees through any sales channel Enhanced revenue management methods including O&D network optimization

30 Amadeus Altéa- More revenue for airlines Increased Revenue new revenue streams Service fees and ancillaries services Chargeable seating, special meals, lounge access Last-minute chargeable upgrades on departure Service fees for credit card use, call center bookings etc. Automated ticket change/refund and penalty collection Automated excess baggage calculation and fee collection

31 Amadeus Altéa Improved customer satisfaction for airlines Accrual Partners ATO/CTO Agencies Kiosks Airports Loyalty / CRM Updated Profile profile data data Profiles Customer Ranking Other GDS Other Airlines Data warehouse Travel data

32 Amadeus Altéa Improved customer satisfaction for airlines Altéa Customer Value can be used for critical customer interactions in line with airline interest Altéa ensures that you are able to offer consistent priority service to your most important customers, in areas such as waitlist clearance, disruption, check-in, seat allocation, onload & regrade Consistent recognition and application of customer preference at reservation & airport Stored customer preferences are automatically applied throughout the system, ensuring consistent and easy processing All customer data can be passed to a customer relationship solution for analysis and use in future booking transactions Automated reapplication of customer preferences during reaccommodation including meals, seats Altéa ensures that customer preferences are retained following reaccommodation Less time spent waiting, happier customers Altéa users estimated time spent saved on complex check-in scenarios (excess baggage, international flights, groups etc.)

33 Amadeus Altéa An efficient IT model for airlines Reduced IT fixed cost and share infrastructure Variable cost base linked to airline performance True economies of scale from community platform Shared development cost and community development budget Zero cost of maintaining and operating an in-house PSS system Replaced fixed cost by variable cost (/PB) Best in class data centre Largest civil data centre in Europe Inbuilt-in redundancy ensuring very high system reliability and service delivery

34 Amadeus Altéa Enabling partnerships for airlines Level of benefit Extend partnerships to any participating carrier Shared GDS connectivity to 480 other carriers Largest interline e-ticket provider (>3000 agreements) Interline Partnerships Radically reduced time-to-market Cascading to on-platform partners Seamless codeshare passenger service Code share Partnership Level of integration required Star Alliance CITP Biggest provider for all 3 alliances Seamless service and aligned business process through shared IT Shared GDS connectivity to offplatform partners Alliance Partnership

35 35 Partnership models *

36 Amadeus Altéa Enabling partnerships for airlines Facilitates partner integration suite of dedicated alliance and partner products Optimizes the carriers network presence Promotion of airlines optimal partner travel solutions Enables customer data sharing within the partnership Frequent traveller information, tier level, preferences Ensures consistent servicing across the partnership Customer identification by any partner airline Automatic application of customer preferences, entitlements across the interline journey Through check-in on multi-carrier journeys

37 Amadeus Altéa A growing product suite for airlines Amadeus Affinity Shopper Altéa E-ticket Synchroniser Altéa Automated Customer Contact Altéa Revenue Availability (RAAV) Amadeus Airline Ancillary Services Agency Risk Manager RAAV Simulator Electronic Miscellaneous Docs RMS Optimiser / Forecaster Codeshare Synchronisation Altéa Advanced Self Service RMS Point-of-Sale Ancillary Services Dynamic Catalogue Ancillary Services in DCS Reservation Desktop Web RMS Dynamic Controls Compensation in DCS Amadeus Revenue Accounting Reverse Negotiated Space Itinerary Reaccomodation Interactive Codeshare Timeline is indicative only

38 Designed around 5 key concepts Single data source Customer centric Altéa Inventory Altéa a Reservation Altéa a DCS Automation and flexibility Common platform Designed for change

39 Altéa Platform Technology Overview

40 Altéa summary An industry-leading Passenger Services Solution with a global presence Scaleable to grow with your business Flexible service-driven architecture to meet changing market requirements Value-added sales and servicing through Altéa Reservations Revenue gain from State-of-the-art Altéa Inventory management Fully integrated service delivery through Altéa DCS

41 Coffee Break Philippe Chereque Ian Wheeler 41

42 Horizons 1Ace e-commerce Strategy October 2010

43 Agenda e-commerce challenges Amadeus capabilities Discussion

44 Airline Industry Challenge: Website Ineffectiveness

45 The Users want information relevant to them

46 Social plays a strong role in influence

47 And they want information where and when they want it

48 A lot of demands

49 Agenda e-commerce challenges Amadeus capabilities Discussion

50 Amadeus Can Help We have helped a lot of Airlines

51 51

52 We power AA.com International

53 And Air Canada s Award Winning Site

54 2010 welcomed many new customers More than 80 airlines use Amadeus airline low fare search technology ( Flex Pricer ) We average well above one billion low fare search transactions a month Beyond low fare search, more than 100 airlines use our e- Commerce airline stack ( e-retail ) New airline e-commerce customers this year Aegean Airlines Saudi Arabian Airlines Air Ivoire Garuda LOT SAS Air Madagascar And later in the year: Kingfisher, Royal Jordanian, Lybian Arab Airlines, China Airlines, Nileair, etc 54

55 The World s Top Ten Sites H (excluding Google & Youtube and somewhat unfair) 1. Facebook 2. Yahoo 3. Live.com 4. Wikipedia 5. e-retail 240 millions unique visitors in 6. May msn.com Microsoft.com 8. Baidu.com 9. qq.com 10. Mozilla 55 Unique visitors Source: DoubleClick Ad Planner

56 Core Strategies Amadeus DNA: Productize what is typically a service, and serviceenable what is typically a product Position Amadeus as the one stop shopping solution for airline.com Grow our low fare search leadership Expand Affinity Shopper to OLTAs, award searches and deliver on the 20ms promise Continue to weave the mobile channel and mobile devices tighter into our strategy Leverage new browser capabilities and W3C standards Bring full contextualization and personalization to Airline web sites 56

57 Need to support different users during all the Customer Lifecycle stages

58 Amadeus e-commerce offerings to support the Lifecycle Affinity Shopper Dynamic Website Manager Ancillary ATC Shopper Award Calendar Flex Pricer Internet Booking Engine (IBE)

59 Affinity Shopper Inspiring Vacation Plans I would like to go for 2 weeks in October or November. I like sun and sea! And I can spend $400 59

60 Affinity Shopper Affinity Shopper Discovery Objective Build the unique value proposition with a client to leverage Affinity Shopper and Social Media Task: Review current content and information to support customer inspiration experience Develop Content Plan to be integrated with Affinity Shopper Identify UGC inputs Develop Loyalty Inspiration Offerings Technical workshop DELIVERABLES: High Level Content plan by category to meet rollout plan High Level Technology solution map 60

61 Affinity Shopper Excellence recognized by the Industry 2009 PhoCusWright Innovation Affinity Shopper 61

62 Flex Pricer Calendar feature Combines fares and availability Lowest available price for a given date combination Taxes can be shown or not One-way / round trips

63 Flex Pricer Upsell feature Upsell capability with fare families Up to 6 fare families Fare families clearly described Taxes can be shown or not

64 Award Calendar Award Calendar Enhances an airline s online services and customer loyalty Increases efficiency and reduces costs Burns an airline s points/miles liabilities Integrates into an airline s infrastructure quickly and seamlessly 64

65 e-retail IBE e-retail IBE Complete and flexible UI customization Off-the-shelf solution End user experience build and validated with extensive usability Reduced time to market No design and development costs Multiple international sites rolled out 65

66 e-retail IBE Hotel across products and customers 66

67 Ancillary Ancillary Services & Search: Push mode Shopping Select recommendation Fulfillment Search for the cheapest recommendations +8 Reco. 1 ($210) Reco. 2 ($230) Search cheapest fare Compare recommendations with ancillary services information Push Reco. 3 ($250) (no service eligible)

68 Ancillary Ancillary Services & Search: Pull mode Shopping Select recommendation Fulfillment 1 Extra Bag Meal Priority boarding Reco. 1 ($230) Reco. 2 ($260) Return only the recommendations that fully correspond to the traveller s requests with explicit ancillaries demand Reco. 3 ($280) +0 Pull +4 +6

69 Ancillary Ancillary Revenue Strategy In partnership with Design a comprehensive, integrated solution that facilitates the sale of ancillary Objective services via all channels and touchpoints in compliance with industry standards or a bespoke approach Task: Overview of current a la carte activity Review of carrier examples and per passenger revenue statistics Best practices on board, innovation opportunities and gaining employee involvement Hotels, bundling opportunities and challenges Explore revenue aware solutions developed for the frequent flyer programs DELIVERABLES: Ancillary Revenue Best Practices and market overview

70 ATC Shopper Retrieve PNR and Eligibility Option to change on all eligible flights 70

71 ATC Shopper Request the change & flexibility Specific date or flexible Single leg or return 71

72 ATC Shopper Calendar view Consistent with Flex Pricer experience Calendar displays difference payable including taxes Re-booking carried out automatically 72

73 Contextualization and Personalization

74 All Airline Portals are similar Country & Market Header & Logo Trip search User login & personalisation Navigation menu Special offers Features promotion News Footer

75 And most have challenges Most rely on generic, commercial Content Management Systems (CMS), not tailored to an airline s needs They tend to be very expensive, and have difficulties to scale Technology and engagements often not compatible with agility They usually sit side-by-side with the booking flows, but have no idea what s going on True personalization and contextualization is almost never to be seen

76 Personalization & contextualization applied to a Car crosssell banner

77 DWM DWM at a glance DWM is a product to provide airlines with a complete and integrated AIRLINE.COM solution Portal front-end IBE Amadeus e-retail Portal configuration management Content management Business Services management Rule Engine Administrated directly by airline via a web-based interface entirely hosted by Amadeus Fast response time high service level

78 DWM Product highlights Contextualization Personalization Dynamic Content & Media management (Portal & IBE) IBE behaviour dynamic configuration Country & Market definition News publication Friendly URLs support Menu creation and update Special Offers & Campaign management

79 DWM Dynamic Content & Behavior FACTS User facts Gender Preferred airport Language Mileage & Tier status RULES (1) if FACT1= value OR FACT2 = value then OUPUT1 (2) if FACT1 = value OR FACT3 = value then OUTPUT2 ONLINE segmentation driven by airline business rules Trip facts Destination Campaign Origin Departure date Return date Fare family Offer Contextual facts Current date Country site Market Geolocation Rules Engine OUTPUT Content text, images, banners, special offers Portal parameters market, fare families and pricing, queues

80 DWM Manage Complex Portal AIRLINE.COM of a network carrier Concept of multi-site and multi-language portal To support complex business policy to serve multiple markets US P ublic site Spanish English version of US public site Common English content of U S site Common English Content US Corporate site Spanish E nglish version of US corporate site Common E nglish content of US site Common E nglish Content Canadian site French English version of Canadien site Common English Content Swiss site Italian French German E nglish version of Switz. site Common E nglish Content Japanese site Japanese English version Japanese site Common English Content To ease management of common content and to ensure site consistency To enable flexibility for changes

81 DWM Flexible Rules example E.g. mobile device location as a content driver When located at the airport

82 DWM Content Strategy Objective Develop a marketing plan and content strategy for targeted personalisation to provide relevant content to the user at the right time Task: Identify the business strategy and segmentation approach for different user groups Develop the business rules for the targeted segmentation Conduct A/B testing for different strategies and targeting DELIVERABLES: Personalization Marketing Plan Roadmap for implementation and/or testing

83 Services & Consulting

84 Social Business Discovery Workshop Objective Determine new opportunities to acquire and grow lifetime customer relationships and partnerships Key Questions To Address: What are the emerging market, competitive and customer social expectations for travel brands? How ready is my business to get social? What are some areas for near-term social business activation? Approach: Primary Interviews & Secondary Benchmarking* Strategic & Tactical Opportunity Workshop Deliverables: Social Business Readiness Assessment Social Business Opportunity Definition & Prioritisation Matrix

85 Market Social Insider Discovery Objective Leverage industry and/or brand advocates to increase brand relevance and engagement Key Questions To Address: Who are the key active Blogger / Twitter influencers/icons and what their needs/interests that we could potentially support through social? Who are potential local partners that are active in Twitter that could reinforce/amplify us in the market? Sports teams and arenas / Music venues Theatres / Museums Restaurants, Hotels Deliverables: Market Insider Influencers / Icon Profile Market Insider Local Partners Profile Market Insider s Integrated Social Marketing Program Concepts Outline Social and Mobile Elements Out of Home and In-Flight Extension Elements

86 Customer Loyalty Discovery Objective Improve the customer touch points and loyalty with the social channel through the lifecycle Key Questions To Address: Who are my active High Value Customers in social? Twitter, Facebook, LinkedIn TripIt, FourSquare FlyerTalk, Trip Advisor What other airports / destinations are they connected to? (e.g. BOS, DCA, PHL, LAX, etc.) What are their issues/wants/desires around their frequent travelling? Deliverables: HVC Loyalist Composite Social Profile Customer Engagement Opportunities Loyalist Key Market Social Program Outline with concepts such as: Loyalist Renovators Club Destination TweetUps and off-airport/property MeetUps Trending Topics Community Social Board

87 Web Design Services

88 Customer Centricity Discovery Objective Develop a strategic business plan to improve the customer airline experience across all the touch points Task: Formalize and document customer value proposition Brand and Marketing Objectives Including KPIs and Milestones Review the customer lifecycle and touch points across channels Identify the opportunities to build and market deeper customer relationships and experience from inspiration to post-travel Develop vision and desired capabilities Facilitate a working session with marketing and business to establish customer ranking process and priorities DELIVERABLES: Customer Centricity vision statement Prioritized requirements and KPIs Identify impacted Business Processes and Rules

89 e-business accelerators Implementation Analysis & Recommendations Requirements Analysis Tool Configuration BE Implementation Code Integration Support Insights Recommendations Best Practices 6 sessions per year Reporting Benchmarking (optional service) Rich reporting with airline specific data including: revenue fare families city pairs ticket price PNRs Benchmarking comparison with other e-ba customers 89

90 Best of Breed Online Award PhoCusWright Travel Innovation Summit Technology Amadeus Affinity Shopper Featured e - Commerce functionalities Calendar search Online award rebooking Extensive booking management Frequent flyer calculator Award cabin availability searching Unique shopping and service experience A -la -carte -selling Unbundled air fare Manage and redeem travel points online Shop Enables on airline travelers websites to by shop desired on airline travel websites experience by their desired travel experience Answers open questions such as where can I go and what can I do for the amount I want to spend? Offers customers quick and easy navigation Presents clear information Transparent payment options Targeted information on each country specific website Offers customers quick and easy navigation Clear information Transparent payment options Targeted information on each country specific website Quick and easy navigation Clear information Enables to add sport equipment Integration of non -air products (insurance, hotel, car, etc.)

91 Most Recent Award 2010 Readers Choice Awards Most Admired Technology Provider

92 Agenda e-commerce challenges Amadeus capabilities Discussion

93 93 Thank You