Enjoy Europe Travel by Train! Renfe Direct connection "How to book" Guide Last Update 23 January 2014

Summary  IntroductionP  How to book Renfe tickets in Euronet?P  Renfe After SalesP  FAQs & TipsP p 2

Introduction New possibilities… still very easy to book!  Euronet is connected directly to Renfe inventory  Access to Renfe's full range of individual fares  You can offer the exact same range of fares as the one available from Spanish agencies  You have access to “Promo" and “Promo +" fares (from March 1, 2014), which are offering up to 60% discounts  All Renfe tickets are issued as  Immediate access to schedules  As soon as trains are loaded in Renfe inventory, they are accessible in Euronet  No need to wait until they are loaded in the International Reservation System to have access to them. This is particularly useful during Schedules switches.  Minimal impacts on Euronet Front Office  Renfe features have been developed to minimize changes for the users  Booking flow remains almost identical as for other point to point tickets  issuance mode is very similar to the for other products p 3

Introduction Two sources for Spanish point to point tickets  Two connexions  The direct connexion to Renfe inventory comes in addition to the existing one, through the International Reservation System (also known as "Hermes")  2 connexions = 2 ways to book Spanish trains tickets in Euronet  Both systems have different features, and different unique selling points:  This "How to book" guide focuses on the booking of products via the new, direct Renfe connexion. p 4 Through Hermes DIRECT connection Live availability Immediate access to schedules  Access to “Promo" and “Promo+" fares  Access to "Passholder" fares on Renfe trains  Home option 

p 5  IntroductionP  How to book Renfe tickets in Euronet?P  Renfe After SalesP  FAQs & TipsP

p 6 How to book Renfe tickets in Euronet? Select your favourite "Point to Point" Search  Renfe products via the direct connexion are easily accessible  Products are available in "Search by Schedules" and Search by Price"  You can access these modes via the "Product Tree" or the "Quick Search" Product Tree Quick Search

p 7 How to book Renfe tickets in Euronet? Select the "Renfe Direct Connexion" inventory  The key is to select the right inventory  The choice of the inventory is the same as for other products with direct connexions (ATOC, Amtrak, etc.)  You just need to select the right inventory in the drop down box  RENFE: access to Renfe's products through the direct connexion  ERP: access to Renfe's products through the International Reservation System

p 8 How to book Renfe tickets in Euronet? Select the route you want to book  Select the exact route/stations  Overall booking process remains unchanged  Important: you must select the EXACT origin and destination stations otherwise you'll get an error message ("Unable to process Renfe schedule request")  To help you, we have listed the main routes and the exact origin and destination stations. Please see p. 25

p 9 How to book Renfe tickets in Euronet? Get more info on the train offer  The "Solution Details" pop-up box…  Select the train you want to view the fares, with Renfe you can only chose one solution as opposed to the normal three  Click to view the conditions of the fare  Then simply add the number of passenger to the fare and add to summary Simply add the number of passenger to the fare and add to summary.

p 10 How to book Renfe tickets in Euronet? Assign Passengers  Pax assignment is exactly the same as for other bookings…  Just remember that requires INDIVIDUAL pax assignment as  Tickets are strictly personal, nominative and not transferable  I.D may be asked for on-board and names must be correct

p 11 How to book Renfe tickets in Euronet? Check the Product Summary Just make sure all details are correct, on this screen and click on "Book now" You can verify here - Origin - Destination - Departure date and time - Train number - Number of travellers - Passenger(s) name(s) - Accommodation(s) - Fare selected

Choose the Ticketing Option (1/2)  The warning message pop-up box  This error message will automatically appear when you hit "Book Now" on the "Product summary" page because  The default ticketing option in Euronet is E2 Paper  All Renfe products booked through the direct connexion are  When you have this pop-up box, just click on "OK", you'll then be able to  immediately select the printing option for this product by clicking on the "Ticketing Options" button (see next page) OR  add other products to your booking p 12 How to book Renfe tickets in Euronet?

Choose the Ticketing Option (2/2)  Select the ticketing Option for you Renfe ticket  The selection is exactly the same ad for any other ticket  Click on the "Ticketing Options" button  Select the ticketing option you wish for each product in your booking  For Renfe tickets booked via the direct connexion, is the only printing option possible  Don't forget to click on "save" p 13 How to book Renfe tickets in Euronet?

Finalise your Booking p 14 How to book Renfe tickets in Euronet? Your Renfe product has been selected and has been chosen as the ticketing option. At this stage, SEAT IS NOT YET BLOCKED in Renfe's inventory and price is not guaranteed yet either. You can also notice that there is no "Confirm" button. Click on "Next" to finalise the booking.

Check the Booking Recap p 15 How to book Renfe tickets in Euronet? Again, check all elements of your booking and when all is OK, click on "Finish"

"Print" your Booking/Tickets p 16 How to book Renfe tickets in Euronet? When you hit the "Print Now" or "Queue for Print" buttons, the address pop-up window appears (see next page). When you hit "Q for Print", booking is immediately confirmed in Renfe's inventory and price and seat are guaranteed. When you hit "Print now", booking is confirmed in Renfe inventory and price and seat are guaranteed only when you confirm the printing (when you hit the "confirm all" button)

p 17 How to book Renfe tickets in Euronet? Enter here customer’s address 2. Re-enter here customer’s address (control to avoid errors) 3. Enter here travel agent's address or that of the person who makes the booking (It allows this person to receive the too so that it can be resent to the customer if needed) 4. Select language for the confirmation (English, Spanish or Portuguese). Default language is English 5. Click on "Send" Send the tickets to the traveller(s)  The process is exactly the same as for the other tickets  Fill in the address fields (with yours and that of the traveller)  Choose the language you prefer for the confirmation  Click on "Send"

How to book Renfe tickets in Euronet Confirmation sent to the address entered  Principles are exactly the same as for other bookings…  The confirmation is not valid for travel  The language of the confirmation is that selected by the agent  You just needs to click on "Print your Ticket" button to print his actual tickets

Renfe from the traveller's side… Ticket number and ¨PNR (Localizador) Route details: origin, destination, date and time of departure/arrival Placement details (coach, seat #, etc.) Price Information Important warning: "Access to the train closes 2 minutes before departure" Date and time of ticket issuance Extract of the conditions of carriage Renfe ticket

p 20  IntroductionP  How to book Renfe tickets in Euronet?P  Renfe After SalesP  FAQs & TipsP

p 21 Renfe After Sales General Principles  All After Sales principles are the same as for the other European products  Exchangeability and refundability vary by fare  All after sales conditions, fare by fare, can be found on Extranet  Euronet makes your job easier as everything is automatically calculated  You can refund Renfe tickets in Euronet without RE4A's authorisation if refund is performed before train departure date (if fare allows)  Grace Period  All Renfe tickets, even for the most restrictive fares like “Promo" and “Promo+", are 100% refundable if refund is performed within 24 hours from printing the booking.

p 22  IntroductionP  How to book Renfe tickets in Euronet?P  Renfe After SalesP  FAQs & TipsP

FAQs p 23 Q: Can my clients reprint their ticket if they lost it? A: YES, they can re-print their ticket from the received as many as they want. As the ticketis valid for one train/date and on a designed seat only, there is no risk of fraud Q: Are Home train tickets available for all destinations? A: NO, the Home option is only offered for Eurostar, Thalys, French Journeys and RENFE at this stage. Rail Passes and Point to Point tickets that cover other destinations are issued on a traditional paper or Station format. Q: How to print Home train ticket(s)? A: An confirmation will be sent to the address entered in Euronet which encloses an attachment. The traveller simply needs to open the PDF file which requires a printer and Adobe Reader to access and print your train ticket. Q: Can the Home train ticket be downloaded onto the laptop, iPhone or Blackberry instead of printing the ticket? A: No, travellers must print a physical ticket on an A4 paper format as proof of purchase and valid travel document.

Tips p 24 Exact origin/destination on the main routes FROM Madrid Puerta de Atocha TO: Algeciras Alacant Terminal Barcelona-Sants Cádiz Castellón de la Plana Córdoba (Central) Granada Huesca Huelva Término Logroño Málaga-María Zambrano Pamplona Sevilla-Santa Justa Valencia-Joaquín Sorolla Zaragoza Delicias FROM Madrid Chamartin TO: Bilbao Abando Oviedo Salamanca Santander Santiago De Compostela Segovia Valencia Nord FROM Barcelona Sants TO: Bilbao-Abando Granada Irun Lleida-Pirineus Madrid Puerta de Atocha Malaga-Maria Zambrano San Sebastian Sevilla Santa Justa Valencia Nord Zaragoza Delicias FROM Cordoba TO: Granada Sevilla Santa Justa From Madrid Charmartin TO: Lisboa Oriente Lisboa Santa Apol Marseille St Charles From Barcelon Sants TO: Paris Gare de Lyon Montpellier St Roch Lyon Part Dieu Domestic journeys International journeys

p 25 Thanks for your attention We wish you successful Renfe sales!!!