SkyTeam Ambassador Training Airport Customer Service Ground Services Division

SkyTeam Ambassador Training -2- Airport Priority Check-in 1 1 Priority boarding 2 2 Priority Airport standby 3 3 Inter Airline Through Check-in 4 4 Lounge Access Rules 5 5 Content Irregular Operations 6 6 SkyTeam Seamless Transfer 7 7

SkyTeam Ambassador Training -3- Priority Airport check-in SkyTeam Elite or Elite Plus members can check in at priority positions by showing Frequent Flyer membership card. CI priority check-in positions : For First class passengers 、 Paragon card and Emerald card members : First class counter For Business passengers 、 Gold card members 、 Corporate card passengers 、 SkyTeam Elite and Elite Plus members : Business class counter

SkyTeam Ambassador Training -4- Priority Baggage Delivery Designated Priority baggage tag for business class and SkyTeam Elite Plus members. Sample ： (CI’s new Business tag is under process) For CI First class 、 Paragon and Emerald members : Checked bags are tagged with a First class tag with SkyTeam logo for priority handling CI First class tag ( under process )

SkyTeam Ambassador Training -5- Boarding Priority CI Boarding priority sequence including SkyTeam Elite and Elite Plus members : 1.Passengers traveling with infants and small children, and passengers needing special assistance 2.First class passengers, Paragon and Emerald card Members, SkyTeam Elite Plus members 3.Business class passengers, Gold card and Corporate card Members, SkyTeam Elite members 4.The rest of the passengers (by Zone Areas.)

SkyTeam Ambassador Training -6- Priority airport Standby : Airport Standby priority is applicable to Elite and Elite Plus members Sequence of Acceptance 1.CI Paragon Card member 2.CI Emerald Card member 3.SkyTeam Elite Plus member 4.CI Gold Card member 5.Corporate Card Member 6.SkyTeam Elite member 7.First/Business class full revenue ticket holders 8.Other go-show Economy class full revenue ticket holders

SkyTeam Ambassador Training -7- Inter Airline Through Check-in Seamless connection with single check-in Inter Airline Through Check-in (IATCI) allows the ability to assign a seat and issue a boarding pass on a partner carrier’s downline connections. To allow passengers to be checked-in at origin board point through or onto other members carriers. Example : A Passenger’s itinerary is CI065/KL1857/TPE/AMS/DUS, two boarding passes will be issued when checking in at TPE, one from TPE/AMS and the other one from AMS/DUS.

SkyTeam Ambassador Training -8- SkyTeam Bag irregularities Handling Worldtracer filling - show operating carrier on file references( PIR - Property Irregularity Report) for lost bags (operating carrier of last segment flown) Operating Carrier will fully handle the claim, including covering all costs up to the final settlement Baggage Service out of pocket expenses (D/N - Daily Necessity) - compensation will be provided for delayed bags consistent with local regulations and base Costs can be settled between members via IATA Pro-rations rules.

SkyTeam Ambassador Training -9- SkyTeam Lounge access business rules Lounge Access International First and Business Class passengers as well as SkyTeam Elite Plus members traveling in Economy Class enjoy complimentary access to most SkyTeam partner lounges worldwide. SkyTeam Elite Plus members can invite a guest who may or may not be traveling on a SkyTeam flight. SkyTeam Elite Plus members have access to CI VIP lounge Business Class area. Access to a lounge by the passenger has to be within a 24 hour window before scheduled departure time of the flight at the particular airport.

SkyTeam Ambassador Training -10- SkyTeam Lounge access business rules In a Multi-Airport city (e.g. NYC, LON ), lounge access will be provided to the passenger only at the airport of his departure. If the passenger chooses to enter the same lounge more than once within same day, there has to be only one bill to the operating carrier or the FFP whichever is applicable. If the passenger chooses to enter multiple lounges at the same airport, they will all be considered as independent instances of lounge access. An Award segment is considered equivalent to a paid segment and the passenger is eligible for lounge service.

SkyTeam Ambassador Training -11- SkyTeam Lounge access business rules

SkyTeam Ambassador Training -12- The scenarios below are about the Lounge usage of passengers traveling C class or higher and SkyTeam Elite Plus frequent flyers 1. Tickets having 4 segments (3 Non SkyTeam and 1 SkyTeam ) AI AI EK KL Q. Will the passenger have access to a SkyTeam Lounge at BOM ? NO Q. Will the passenger have access to a SkyTeam Lounge at DEL ? NO Q. Will the passenger have access to a SkyTeam Lounge at AMS ? YES Q. Will the passenger have access to a SkyTeam Lounge at CDG ? NO SkyTeam Lounge access business rules BOMDELDXBAMSCDG

SkyTeam Ambassador Training -13- SkyTeam Lounge access business rules 2. Tickets containing an ARNK (Surface) segment but onward journey is on the same day (i.e. within the defined time interval) EK ARNK KL Q. Will the passenger have access to a SkyTeam Lounge at BOM ? NO Q. Will the passenger have access to a SkyTeam Lounge at AMS ? NO Q. Will the passenger have access to a SkyTeam Lounge at RTM ? YES Q. Will the passenger have access to a SkyTeam Lounge at CDG ? NO BOM AMS RTMCDG

SkyTeam Ambassador Training -14- SkyTeam Lounge access business rules 3. Tickets containing an ARNK (Surface) segment but onward journey is on the same day (i.e. within the defined time interval) DL London-Multi-Airport city KL Q. Will the passenger have access to a SkyTeam Lounge at ATL ? YES Q. Will the passenger have access to a SkyTeam Lounge at LHR ? NO Q. Will the passenger have access to a SkyTeam Lounge at LCY ? YES Q. Will the passenger have access to a SkyTeam Lounge at AMS ? NO ATL LHR LCYAMS

SkyTeam Ambassador Training -15- SkyTeam Lounge access business rules 4. Tickets having 2 segments (1 Non SkyTeam and 1 SkyTeam ) AF BA Q. Will the passenger have access to a SkyTeam Lounge at CDG ? YES Q. Will the passenger have access to a SkyTeam Lounge at AMS ? NO Q. Will the passenger have access to a SkyTeam Lounge at LHR ? NO CDGAMSLHR

SkyTeam Ambassador Training -16- SkyTeam Lounge access business rules 6.Tickets having 2 SkyTeam segments : DL AF Domestic Q. Will the passenger have access to a SkyTeam Lounge at MEM ? Yes Q. Will the passenger have access to a SkyTeam Lounge at ATL ? Yes MEM ATL CDG

SkyTeam Ambassador Training -17- Extra Baggage Allowance Extra Baggage Allowance Benefit to SkyTeam Elite Tier Members For more information, please visit each SkyTeam member airlines' website.

SkyTeam Ambassador Training -18- Flight Irregular operation Flight cancellation less than 24 hours prior to departure : Operating carrier rules apply to all customers. Operating carrier will protect passengers to furthest known downline city and will handle irregular operations that occur within 24 hours. Remark : 24-hour rule depends on existing code- share agreement between carriers.

SkyTeam Ambassador Training -19- Irregular operation Flights oversold on free flow code-shared flights The code-share agreement between MU and CI is a Free flow. First rule : solicit volunteers to surrender seats A flight or particular class (F,C,or Y) is oversold, involuntary upgrades/downgrades and involuntary denied boarding are to be selected, whenever possible, from the operating carrier’s ticketed passengers. Compensation : operating carrier rules apply to all customers. Remark :Free flow (Free sale) code-sharing agreement give the marketing carrier access to the operating carrier’s inventory ( seats to be sold).

SkyTeam Ambassador Training -20- Irregular operation Anything that causes a flight to deviate from the planned schedule, not including major weather disruption s or airport closures. Amenities : Differentiated amenities are offered to premium passengers, SkyTeam Elite and Elite Plus frequent flyers. Sequence of rerouting : 1.reroute on operation carrier. 2.on SkyTeam member carrier. 3.on another carrier upon passenger request.

SkyTeam Ambassador Training -21- SkyTeam Transfer Airport Infrastructure Transfer signage is updated, multi-lingual and easily understandable SkyTeam envisions co-location at major airport hubs and worldwide facilities in order to help passengers make more convenient transfers. HVC (High Value Customers), passengers can make use of dedicated transfer and boarding counters and lanes

SkyTeam Ambassador Training -22- SkyTeam Transfer Process and Procedures Home carrier has dedicated staff at the transfer re-check area to assist/answer questions of transfer passengers During IROPS (Irregular Operations ) there is an aligned Service Recovery & Rebook process, wherever possible any affected passengers are proactively offered seats on an alternative flight. Prioritize transfer passengers with short connections, including delaying flights and deliver a seamless transfer experience

SkyTeam Ambassador Training -23- SkyTeam Transfer

SkyTeam Ambassador Training -24- CIDECO Entry Formats for Frequent Flyers Entries related to Frequent Flyer Program will be incorporated in the check-in system 1.Edit membership card number of FFP : Format : List number/FT/Carrier code/Card number e.g. Entry :1/FT/KE/BK Response : ELIP KE BK or ELIT KE BK Remark : ELIP = Elite Plus, ELIT = Elite 2.Display Alliance list  Display Elite Plus  Display Elite  Display Alliance List Membership Tiers of Elite or Elite Plus indicated on the boarding pass and VIP Lounge Invitation card for verification

SkyTeam Ambassador Training -25- Quiz 1 What benefits do I enjoy as a SkyTeam Elite passengers ?

SkyTeam Ambassador Training -26- Quiz 2 The Elite Plus status level furthermore receives :

SkyTeam Ambassador Training -27- Quiz 3 Who have access to SkyTeam worldwide lounges ?

SkyTeam Ambassador Training -28- Quiz 4 Which carriers are members of SkyTeam ?