Best technology and service to manage your business travel program

EXPEDIA CORPORATE TRAVEL

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Our Group : Expedia Inc.

Expedia Corporate Travel

Our approach

Our means1/ Technology2/ Customer service3/ Implementation & change management4/ Savings levers and costs optimization5/ Account Management

Our added value

Our references

SummarySummary

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The Expedia Group includes :

Expedia.com®, hotels.com®, Hotwire®, Expedia® Corporate Travel, TripAdvisor™ and Classic Vacations® . The Expedia companies are also present abroad in Canada, in Europe, in Australia and in China thanks to its investments with eLong™

Our GROUP : Expedia Inc. Travel and TechnologyOur GROUP : Expedia Inc. Travel and Technology

The world’s leading online Travel service The world’s leading online Travel service Offer its business and leisure customers, tools and information facilitating their searches, projects, bookings and travels.

3rd world travel agency in 10 years 16 billion dollar turnover Private hotel database management Head office in Seattle, USA

For further information : www.expediainc.com

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Expedia Corporate Travel : France and WorldwideExpedia Corporate Travel : France and Worldwide

Europe headquarters : Paris – World headquarters : Seattle, USA

Locations in the world : United States, in Canada and in China since November, 2007 !

Locations in Europe : France, the United Kingdom, Germany, Belgium, Spain and Italy.

Our next setting-up for 2008Our next setting-up for 2008 ::Switzerland, Netherlands, Ireland and Scandinavia!

BackgroundBackground

2000 : Setting-up in France under the name Egencia

2001-2003 : Acquisition of business travel agencies in United Kingdom and Belgium

2004 : Egencia is acquired by Expedia Corporate Travel

2006 : Setting-up in Germany

2007 : Setting-up in Spain, Italy and China

Our locationsOur locations

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Some figuresSome figures

1200M€ budget travel in 2007

1500 customers companies in Europe, including 800 in France

+ 40% growth per year

Online Booking average rate for our customers : 72 %

5 to 25% savings

A 30.000 hotels database in the world

Expedia Corporate Travel : France and WorldwideExpedia Corporate Travel : France and Worldwide

Our identityOur identity

Genetically Online

Constant innovation

Technology, service, products and men combined

Expertise in change management

Cost savings : ticket price, travel agency, cost of process

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Online Booking toolOnline Booking tool+

Average 72 % online booking rate We commit on your online booking rate

Customer ServiceCustomer Service

120 travel consultants in France Support for online booking Manage your complex trips

A combined approachA combined approach

Ensure quality of serviceAct on online rateMaximize savings

Account ManagerAccount Manager

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60%

80%

100%

MarketAverage

5-10%

Expedia Corporate Travel

Average

96%72%20%

40%

Fast, easy-to-use online travel booking tool

Online and offline bookings are synchronized

Support for customers: know and equips

The highest online rate of the marketThe highest online rate of the market

Expedia Corporate Travel has this average online rate thanks to:

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Expedia Corporate Other Agencies

Travel

ConsultantsWebsite

Online Offline Offline Online

Reporting

Analysis

Website

All bookings are the online tool

A single model in the world A single model in the world

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ConfirmationApprovalIssuance

Billing

Arrangers andtravelers

Travel consultants

A single model in the world : A single model in the world : 2 entry flows, 1 exit flow2 entry flows, 1 exit flow

• Users profiles• Travel policy• Prices display• Negotiated agreements• Analytical imputations• Delivery address• Corporate Card and other

means of payment

Website

email, call

Online Offline

ReportingAnalysis

The travel policy : 100% guaranteed

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One workflow = one responsibilityOne workflow = one responsibility

Total control of the tool allows to commit on an adoption rate One workflow to guarantee the commitments

Same process for 100% bookings (Online and Offline)Same process for 100% bookings (Online and Offline)

For arrangers/travelers : Information related to the traveler are always taken into account

For Purchase : Travel policy and suppliers agreements are automatically integrated For Accounting : Imputations and means of payment are saved in the tool

A A constant serviceconstant service : :

Arrangers/travelers and travel consultants use the same platform for bookings Travel consultants use the online booking tool to : book, issue, deliver and bill The same team handles a 100 % of the online and offline bookings

TO SUMMARIZE TO SUMMARIZE

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HOTEL

Low cost (70)

AIR

TRAIN

Expedia Engine System

CAR RENTAL

Résacar (negotiated

prices)WWTE

+

+

+

Booking

website

=Technology

+ Developments

The Expedia Corporate booking tool integrates the best technologies available on the market

Our TechnologyOur Technology

Amadeus (negotiated

prices)

Hotel.com

(Expedia

Corporate base)

SNCF.COM via Ravel

Hotel GDS (negotiated

hotels)

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Owner of he tool we can control, improve, innovate and make specific developments constantly.

Ability to connect with third-party tools (expenses management, e-invoicing, travelers security)

1st corporate travel marketplace

30.000 hotels database in the world, Expedia Corporate negotiated prices

Exclusive contents

Exclusive functionalities : matrix to view lowest fares available by level of constraint and cabin class, possibility to put on hold the ticketing date…

Our TechnologyOur Technology

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A direct line and an e-mail box dedicated to your travelers Calls to your Travel Consultants team Calls overflow : manage by an other team travel consultants missions :

- advise and book your most complex trips- support for online bookings

More than 120 high skilled travel consultants A team is made up of 6 to 7 travel consultants with a Manager Teams are dedicated or semi-dedicated to a company 4 Customer Service in France: Lille, Paris, Lyon and Marseille (European call center) Opening hours: 9 pm to 7 am, Monday to Friday

Our organization

Our additional services

DeliveryOur

servicequality

Bookings made by phone or email with our travel consultants are synchronized on your online booking tool and online bookings are checked

by travel consultants !

... ... for a personalized service and monitored technologyfor a personalized service and monitored technology

An organization well structured...An organization well structured...

Customer ServiceCustomer Service

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The VIP service A dedicated team with 7 high skilled travel consultants for your company management or frequent travelers of your company. This up-market service is delivered with highest level of confidentiality.

The 24/7 ServiceService provided by our partner Aéro 24 to answer your travelers requests after the Customer Service opening hours

Meetings and incentivesDedicated team to handle groups (more than 9 people) including meetings and incentives. Support of air bookings, train, hotels, diverse services...

Leisure travel / short break

Passport and Visa

Our organization

Our additionalservices

DeliveryOur

servicequality

Customer ServiceCustomer Service

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Electronic ticket : RECOMMANDEDElectronic ticket : RECOMMANDED

We promote e-ticket whenever it’s possible for you train and air bookings

E-ticket can be delivered until 3 hours before departure. For train bookings; you can take your ticket at any time at all electronic machines available in railway stations. You just need your Name and File number.

Our organization

Ouradditionalservices

Ourservicequality

Delivery

The paper ticket :The paper ticket :

When the delay between issuance and departure allows it (to J-3 before 12 am), delivery by Distinguo Letter (The Post office) for France (till the end March 2008)

Delivery by courier from the customer services of Paris, Lille, Lyon, Marseille and Nantes

Delivery by Chronopost, D+1 to 13 days for urgent demands in the rest of France.

Customer ServiceCustomer Service

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Ourorganization

Ouradditionalservices

Ourservice quality

Delivery

Expedia Corporate Travel quality indicators :

Theme Metric Service level

Satisfaction Recommendation rate by users

(questionnaire sent by e-mail)

80%

CallCalls handling rate by the customer service

80% of calls answered within

20 seconds

Call abandon rate 7%

Answer average time 15 seconds

Incident / claims Incidents rate due to a Travel Consultant compared to all transactions 0,50%

Invoice Claims rate compared to all transactions0,10 %

Customer ServiceCustomer Service

17AN ACKNOWLEDGE EXPERTISE

More than 25 million euros travel budgets implemented per quarter in France

Successful implementations with big customers

More than 800 successful organization migrations in France for 5 years …

A unique experience of the integrated Online and Offline solutions implementation

We help you manage the changeWe help you manage the change

Implementation : change management expertImplementation : change management expert

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4/ Follow up

3 42

1

2/ Website setting-up

3/ Training1/ Information

1.Air contracts, train…

2.Travel policy

3.Approval workflow

4.Travelers profiles

1. Travel policy’s integration

2. Suppliers contracts integration

3. Travelers profiles implementation

1. Users’ training in booking tool

2. Travel Management presentation training to Travel Director

1.Calls monitoring

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5/ Account Management

Implementation : Methodological ApproachImplementation : Methodological Approach

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Expedia Corporate Travel is different with:Expedia Corporate Travel is different with:

A relevant and personalized diagnosis of the situation: clear objectives, adaptation of our methodology

Its pragmatic approach of change: we help manage the change by meeting each user (Travel Directors, travelers, arrangers…)

Our Values which contribute to projects success :

Implementation : Pragmatic ApproachImplementation : Pragmatic Approach

COMMUNICATION AND IMPLICATION

BE ATTENTIVE TO CUSTOMERS

User communication is a key of success for change with the following objectives :

Tell and clarify the objectives to all users

Inform them step-by-step about the process

Explain the new travel policy and ensure everybody understand the changes.

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Agency

Cost

Indirect

Costs

T&E Budget

Air + Train + Hotels + Cars

Optimizing agency cost

Reduce costs by value and volume

Reduce indirect costs

Transparency and Exhaustiveness

Guilt effect: the most cheaper price at the head of gondola

Guide traveler in complexity

Apply systematically travel policy (On and Off approval process),

Reporting and Account Management: Anticipation

Suppliers negotiation

The more the Online rate rises, the more the agency cost decreases

Commitment on an online rate

Speed and ergonomics

E-invoicing

COSTS REDUCTION

Maximizing Savings on your Travel BudgetMaximizing Savings on your Travel Budget

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Maximizing Savings on your Travel BudgetMaximizing Savings on your Travel Budget

Delivering Online Adoption

Up to 50% savings opportunity on your Travel procurement cost

Customer Behaviour Management

Driving change behaviour can deliver 15% to 25% reduction in Average Ticket Price

Strategic Sourcing / Consultancy

Opportunity to deliver optimum savings by combining and applying strong spend management practices and stakeholder management

5 to 25% potential cost

savings

Year N budget

5 to 25%

Year N+1 budget

Indirect costs reduction

1 to 3%

1 to 5%

12 to 20%

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Optimize costsOptimize costs

Savings amount on ticket booth

Agency Cost

Online Rate 40% 50% 60% 70% 80% 90%

time

Expedia Corporate Travel makes commit on YOUR online adoption rate (we define it before implementation).

COSTS REDUCTION

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Quality of Service Metrics monitoring and analysis Customer privileged interlocutor in the

continuous service phase

Online success leader Accompanies project manager Change management Specific action plans development and

monitoring

Data and analysisspecialist

Measure your expenses Measure your potential savings Analysis of your prices performance Reporting

Savings

Purchasing behavior Measure anticipation impact and flexibility Low costs Reliance on the best prices Reduce number of travelers per travel Online rate increase

The Account ManagerThe Account Manager

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What is the level of fear?

What online rate per user ? (travelers and arrangers)

How to improve the online booking rate for some user?

Account Manager : actions on online rateAccount Manager : actions on online rate

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Do your travelers buy at the best price?What travel and why this choice?

What is your purchasing global performance?

A PROUVED EXPERTISE

Account Manager : savingsAccount Manager : savings

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PROCESS HOMOGENIZATION

Possibility to put the ticketing « on hold »

Automated approval workflowsystem

Delivery and billing addresses

management

CHANGE MANAGEMENT

Change Management Reward

Expertise of our own implementation team managed by a project

manager

Permanent advice by travel

consultants

SAVINGSReduction of agency cost by

high online rate commitment

Savings program led by Account

Management

Insurance Exclusivity that

covers tickets with a high level of constraints

PRODUCTS EXCLUSIVITY

A matrix with fares constraints clearly explain for

online air bookings

A 30.000 hotels database with an Expedia Corporate

contract and an interactive map to

choose precise location of your hotel

Transparency of train offer, choice of place in train and possibility to

add an occasional traveler

We propose you a large number of services which make us unique...

Our added valueOur added value

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Perfumes, Cosmetic, Ready-to-wear

Banks, Property

PharmaceuticalLaboratoriesRetail trades

(diverse activities)

Software And many others…

Multiple referencesMultiple references

The best of technology and service to manage your business travel program

EXPEDIA CORPORATE TRAVEL