1Titre de la présentation et date Malta conference November 13th, 2012

2Titre de la présentation et date Jean-Luc Chassigneux All my career in Retail 3 years in Romania 7 years in Canada 4 years in UK Since 1989 in Travel Retail for Lagardere Services M.D. of Dutyfly Solutions since June 2010

3Titre de la présentation et date Dutyfly Solutions A JV between Aelia and Servair Concessionaire for 4 national carriers –Air France –Iberia –Alitalia –C.S.A. Also Concessionaire for Air Caraibes, Camairco, Ecair, Transavia, Carpatair,

4Titre de la présentation et date K.S.F. Efficient marketing, procurement & training team Reliable IT system (Front & Back office) Safe trolley Good monetician partner Investment in R&D for –E-commerce –IFE –Connectivity –Dematerialized (virtual) products

5Titre de la présentation et date Strong B.O. IT solution –We have our own warehouse soft : Airplan –For stock & trolley fleet management –For barset management per clusters –For sales data & reporting –For financial flows (cash, currencies & monetics) –For safety & security –For customs –For Airline fee & Cabin Crew incentive –We are interfaced with SAP

6Titre de la présentation et date Strong F.O. IT solution –HHC has to be PC-IPED & PC-IDSS and robust –To manage the catalogue (DF & DP, VAT from departing country, …) –To be inter-active for sales assistance and advices –To register the Cabin Crew ID number –To record the sales and promotions (Mix & Match, BOGOF, vouchers, discounts, incentive, …) –To manage the trolley inventory (customs) –Commercial application connected to the monetic –Wi-Fi, Bluetooth, Phone, USB connectivity

7Titre de la présentation et date Safe trolley 3 or 4 players are involved: Concessionnaire, Caterer, Handler and Cabin Crew Each event has to be recorded and tracked –Where is the trolley (RFID tag) –when is it loaded and unloaded (tracking) –At what time the door is opened and closed –Who opened and closed the door

8Titre de la présentation et date how does it work Safe trolley dutyfly

9Titre de la présentation et date Light trolley In partnership with Aerocat 40% lighter than the standard one Resin made by Solvay and airplane approved Plus: –Allows RFID technology for stock management –Esay to handle for Cabin Crew –100% recyclable –100 saving per kg per year for the airline i.e. with 100 trollies full size => yearly saving of 65 K

10Titre de la présentation et date Monetics Being off-line requires –Black-list management –Grey-list management –EMV for chip & pin –Algorythm to evaluate the risk CC or debit card or mandatory authorisation Last transactions Which country and which bank BIN codes

11Titre de la présentation et date IFE Video presentation instead of static catalogue More dynamic and more inviting Should replace the printed catalogue Fuel and carbon tax savings Interconnected with the Hand Held Computer Allowing CC payment

12Titre de la présentation et date Virtual products –Upgrade, –Airport valet service –Airport Shuttle service –Lounge access, –And … entertainment tickets Can be provided and processed via IFE or HHC

13Titre de la présentation et date Connectivity On its way, but … long process and expensive Will allow more flexibility Will secure CC payments Earn & burn for loyalty programs

14Titre de la présentation et date Some figures Conversion rate: from 2 to 10 % Spend per pax: from 1.3 to 5.6 Average basket: from 45 to 96 Legs with no sales: from 4 to 28 % Fraud on CC:from 0,2to 4 % Shrinkage:from 0.3to 2.5 %

15Titre de la présentation et date