Welcome to AF KL Winter Kick Off 2012

1. Welcome to AF KLWinter Kick Off 2012

2. AGENDA New Policies New Products Services Coffee break Ticketing issues Communication Quizz Quiz

3. I AFKL New Policies • Application of tickets quotas on AF&KL plates • Reissuance via BSP • Extra bag on VMPD • Service fee on AF

4. Tickets quotas on AF & KL plates I • May 2012: AF Tickets quota • August 2012: KL tickets quota • KL tickets allowed to issued & reissued on AF plate & applied AF rules • Contact GDS for the format of checking tickets stock • Contact AFKL Agentdesk for temporary quotas requests • mail.afklagentdesk.kh@airfrance.fr & cc. sokeo@airfrance.fr

5. Reissuance via BSP I • BSP agents trained by AF & GDS • Collect Fare & Taxes difference on GDS • Penalty fee/change fee => BSP link => VMPD • Mention new ticket number in VMPD • DO NOT FORGET to input VMPD number in the new Ticket • AF to stop ticket re-issue for agents on 31OCT 2012

6. Extra bag on VMPD I  Steps to issue a VMPD for an extra bag: Purchase Extra bag on VMPD and input ticket number into the VMPD Bring VMPD number to AF via mail.afklagentdesk.kh@airfrance.fr to exchange against an EMD Send a copy of EMD extra bag to Customer 

7. Service fee on AF I

8. II AFKL New Products • Winter Schedule • Premium Economy • Business class

9. II Winter 2012 program 1/ Combine routings: 5 weekly flights • PNH-CDG-PNH • Via SGN – Pure AF (AF 269 & AF 244) • Via BKK – AF with PG code share AF 8033 / AF 8032 2/ Combine airlines: 1 group, 2 airlines • AF – to CDG / Via SGN: Interline with VN - 5 flights per week • KL – to AMS / Via BKK: Interline with PG, TG - Daily flight • AF + KL – to EUROPE via CDG and AMS - Daily flights

10. Premium Economy II Advantages of Premium with AFKL: * 40% more space compared to Economy * Separate Cabins with curtains, just after Business * 2 Bags of 23kg * Electricity supply to connect a laptop or phone * A free vanity kit (Clarins brand) * A free aperitif + fine chocolate * Flying Blue bonus miles from 100 % to 125%

11. Business Class II Descriptions of its advantages: * Baggage: 2 pieces of 32kgs + 18kg for cabin luggage * wellness kit offered for men and women with Clarins brand * Free flow of French Champagne, red & white wines + finest chocolate * 4 different types of Menus * VIP lounge * Flying Blue bonus Miles from 125% to 175%

12. III AFKL New Services • How to convince customers to choose AF • Product quality • Flying Blue • Blue Biz • E-services • Extra services

13. III Product quality • Air France KLM competitive advantages • The European airline, among the largest network worldwide with a double hub strategy in CDG & AMS • Travel to Europe with 1 ticket and 1 boarding pass • The latest in-flight technologies • Highest standards of food on board with menus for all • Easy to sell, Premium BSP servicing, and local Customer Service • Advantageous Baggage policy • Visa Denial Waver

14. III Flying Blue Make your customers feel special • Why offering FB to your customers? • Skyteam, the largest alliance in Cambodia (6 airlines) • Free generous Miles accrual for Status upgrade • Free Extra bags: As from Silver / Skyteam Elite • Lounge access: As from Gold / Skyteam Elite + • Priority at check in, boarding and bag delivery • Priority waitlist and seating • Priority customer services

15. III Blue Biz Increase your customers profits Secure loyalty to your travel agency • Why offering BB for your corporate travelers? • Free program, no target and easy to use • Company earns Blue credits while passenger earns Flying Blue Miles • BB credits range from 5%-15% of net fare (as backend) • BB + offers up to additional 5% upfront discount • Overall 20% discounts • VIP Corporate treatment all along the journey

16. III E-services • AF KL, the most advanced E-services • On your mobile or tablet • At home on your computer • Confirm flight on www.airfrance.com.kh • Check-in online 30h before flight + boarding pass printing • Choose your seat • Buy Extra bags • Buy Extra Legroom seats (Seat+) • Buy a la carte meals • Follow-up your claim statutes

17. Extraservices III Personal Airport Services Personal assistance to accelerate airport procedures Transfer CDG airport and Paris down-town by Luxury motorcycle taxi, private car or deluxe shuttle Home baggage delivery and/or home pick-up Registration by phone: +33 (0)1 72 95 00 77

18. III A La Carte Menu Organic Five meals available Signature Lenôtre 22eur Italia 28eur 12eur Ocean Tradition 18eur 15eur

19. IV Ticketing rules and conditions • 1. Married segment booking & its message • 2. Interline and Code-share tickets • Wheelchair, seat, meal and baby basinet • Pregnancy • 5. UM • Pets • Visa • Extra baggage policy: online vs. offline

20. IV 1. Married segment & its messages • Book O & D (Origin & Destination) • or take risk to get an ADM? • Amadeus users: • Type HE MSC for help • Type RTAM after the booking is made to see if segments are married. • Possible codes are: M, T, A, B, R, M.

21. IV 1. Married segment & its messages • This display shows that there are two pairs of married segments in the PNR. • Segment 2 is married to segment 3, and segment 4 to segment 5 • An asterisk (*) next to a married segment indicator means it is possible to cancel this segment. • Message on PNR “Abuse MSC “ => ADM will be raised

22. IV 2. Interline and Code share tickets For Amadeus User: • GGAIRAF INTERLINE: list of the carriers having a traffic agreement with AF. Do not accept a document when the carrier is not listed. • HE INTERLINE  TGAD-XX/YY • TGAD : transaction code • -XX : dash, two-character airline code of the validating airline • /YY : slash, two-character airline code of the • transporting airline • EX: TGAD-AF/K6 • System respond: AIRLINE NOT IN TABLE

23. IV 2. Interline and Code share tickets • Code-share tickets: • In principle, booking and transportation rules of the Marketing carrier apply. • Special requests (UM, Pets. Extra bags…) also depend on the operating carrier rules. • Check rules of AF and the operating carrier: GGAIRAF XXPARTNER (XX is the operating carrier) • =>Consult AFKL Helpdesk for confirmation.

24. IV Wheelchair, seat, meal, baby basinet • What kind of additional reservations you can do? • WCHR or WCHS • Seats reservation • Meal • Baby basinet seat. Cradle request (BSCT) will be allocated at the airport. • Seat map on operated aircraft: www.airfrance.com.kh • Flight & airport info  Cabin map • Open the type of operating aircraft

25. IV 4. Pregnancy • Expectant mother with maximum 32 weeks are accepted. • This procedure applies to AF-operated and AF-marketed flights • 28 to 32 weeks of pregnancy must signed the indemnity form for some operating flight. • Recommendations - Travel is not advised: • During the last month of pregnancy, 8th month or 32nd weeks • Within seven days of giving birth • For newborns during the first 7 days following their birth

26. IV 5. UM • Reservation prerequisites: • UM specific fare basis is mandatory • Ex: LSRKH/UM0 • UM’s years of age • SRUMNR: must be requested on PNR • Contact, name of person seeing off on departure • Contact, name of person to meet UM at final destination • AF does not exchange any ticket during Check-in time or at the airport

27. IV 5. UM • UM on code-share or interline (as of 15 Nov12) • Mandatory UM is accepted on AF, KL, DL*, AZ**, YS, DB, UX, WX AND XK operated flights only. • Specific feature with DL: UM must be >7 years of age. • AF does not apply the same policy as KL. • GGAIRAF XXPARTNER or GGAIRAF MINORS • GGAIRKL MINORS • NOTE: Make sure your SRUMNR reservation is confirmed before ticket issue.

28. IV 6. Pets: Dog/Cat • Acceptance in cabin (PETC) • Max weight of animal with its container = 6Kg • Only one pet container per pax is allowed ($200) • Cage dimension: 46Lx28Wx24H, must be <115cm • Request must be made in advance in PNR • To enter France, pets must be at least 15 weeks + required vaccinations • Note: • Some aircrafts/routings are restricted • PECT status must be confirmed before ticket issue .

29. IV 6. Pets: Dog/Cat • Acceptance in hold (AVIH) • Pets + cage must not exceed 75Kg • Charge $200 per container • Max 3 pets or over 75 Kg per pax is allowed. • Request must be made in advance in PNR • 3 young pets (14Kg each) may travel in single container • Minimum AVIH connecting time in CDG is >2 hours • AVIH and baggage must be rechecked-in in CDG on case of beyond • AVIH to some routings must mention weight of pets and 3 dimensions of cage ( L x W x H)

30. IV 7. VISA • Where you can find VISA information? • web: www.timaticweb.com • VISA, Personalized passport • Health, Customs • Currency and airport tax information • GDS: mention nationality, transit and final destination • Ex: On Amadeus, TIRV/NAKH/TRCDG/DELON • TIRV, NA, TR, DE: are transaction code • KH : pax’s nationality • CDG: transit point • LON : final destination

31. IV 8. Extra baggage policy: Online VS. Offline • Online purchase: • By credit card 30 hours before departure time - AF operated flights only • 20% discount off the airport price for 2nd and 3rd bag • Fare applies to the point of stopover only • Another fee applies from stopover point to the final destination • Xbag is non-refundable • Pax must hold EMD of extra bag at check-in • 10 bags included bag/s allowance per pax • Note: Extra bag rate will be automatically calculated online.

32. IV 8. Extra baggage policy: Online VS. Offline • Offline purchase • BSP issue VMPD at full fare rate - 20% discount does not apply • VMPD of extra bag must be exchanged for EMD by AF before check-in • Pax holds EMD of extra bag at check-in • Code-share or interline ticket ? Go: GGAIRAFXXPARTNER (XX:carrier code of operating flight) • Fare applies to the point of stopover only • Another fee apply from stopover point to the final destination • Fee is non-refundable

33. V AFKL Communication • AFKL Agent Connect monthly newsletter (KH) • AF Facebook, follow and Like us on www.airfrance.com.kh/facebook • AF KH is the only entry point of communication • Mail.afklagentdesk.kh@airfrance.fr • Support, Khanratha: 023 96 55 05 • Commercial, Sokunthy: 023 96 55 06

34. Q u e s t i o n s