tam operations 20081110 eng

Total focus on operations...delivering more with less

Fernando Sporleder Junior

2

Our target is to achieve excellence to passengers and optimize operations

CCOA*

DOV*

GSE*

Airport

Crew

PunctualityRegularity

ServiceComfort

* CCOA - Air Operations Control CenterDOV - Flight Operating DispatchGSE - Ground Support Equipment

3

Crew procedures were revised to improve services and gain productivity• Standardization of communication with passengers

Standardized speech

Standardized rules

Increase in the passengers’ perception

• Optimization on crew’s scheduling

Productivity increase

Disparity decrease

Absenteeism decrease

Overnight at home


ServiceComfort

Crew

4

We integrated CCOA, DOV and GSE operations to facilitate information flow

• Higher punctuality and regularity

• Better services consistency

• Higher loading consistency

• Safety increase

• Quickness in operations

• Routes rationalization

• Better flight planning

• Technical dispatchers in main bases

At hub airports turnaround time of 40 minutes

Airports operated with jetway – 30 minutes

Airports without jetway– 20 minutes

Fast turnaround of the aircraftFast turnaround of the aircraft


ServiceComfort

CCOA

DOV

GSE

* CCOA - Air Operations Control CenterDOV - Flight Operating DispatchGSE - Ground Support Equipment

5

Airport continues to focus on enhancing passenger experience


ServiceComfort

Airp

ortServiceService PunctualityPunctuality

Initiatives to decrease lost luggage Initiatives to decrease lost luggage Web and self check-inWeb and self check-in

• Quality assurance at airports to guarantee service level

New training schemeModification of hiring policy based on adjusted profileDissemination of culture after rapid growthFast track project

• Reduce check-in time trough web and self check-in

Jan/06 May/06 Sep/06 Jan/07 May/07 Sep/07 Jan/08 May/08 Sep/080

10

20

30

40

50%

% of domestic passengers boarded via web and self check-in

Jan/07 Jun/07 Nov/07 Apr/08 Sep/080

2

4

6

Occurrences with luggage per 1,000 enplanements in 2008

• KPIs linked to lost luggage reduction

Jan/07 Jun/07 Nov/07 Apr/08 Sep/080

5

10

15

20

25

30

35

40

45

Claims on delays (Talk to the President)Per 100.000 enplanements

6

We have standardized our narrow body fleet with the Airbus A320family...

Source: Airbus

• Complete phase out of the 100seat aircraft

• Reduction of maintenance costs

• Interchangeability of crew and aircraft in the network

• More comfort to our passengers with modern aircraft (average age of 5.6 years)

• A320 operational excellence with one of the highest flown hours per day


ServiceComfort

7

...while creating a “mixed”

wide body fleet to serve different destinations

Incorporation of Boeing aircraft in the wide body fleet

Creation of a “mix” of aircraft size, allowing for adequate capacity per destination (traffic and infrastructure)

B777 opens a huge opportunityfor the cargo operations

Continuous effort to offer best in class product to passengers

Firm orders of A350-XWB to substitute the A330s as of 2013

New generation of aircraft with reduced noise, weight and emissions


ServiceComfort

8

Despite of the improvements, the pursue of our target continues as we signed a commitment

tam operations 20081110 eng

Business