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Team presentation

Caroline, Fabrice and Michele

20th January 2009

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France ■ Unbranded text document included within the body of an e-mail

■ Amadeus itinerary created using IEP command

■ Negative customer feedback received regarding layout and design: hard to pick out items within the document

■ GCO compliance text not included within itinerary

Netherlands

■ Multiple itinerary generation processes with different layouts

■ Itineraries do not include GCO mandatory compliance information

■ Itineraries are sent via URL link to ViewTrip for getting e-tix information

■ All documents are unbranded

UK

■ Different itinerary products were used – Virtually There and My Travel Plans

■ No standard compliance text

■ American Express branding not on 80% + of the itineraries

High level of itinerary before project

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■ Provides Customers with a standardized EMEA itinerary document■ Allows customer specific remarks to be added

For the Customer

For the Traveler■ It will provide new functionality such as calendar integration and e-ticket receipt■ Various options will be available for delivery such as Blackberry friendly

version, PDF and HTML

For Amex

■ Enables Amex to standardize their itinerary product for both on & off-line transactions

■ Provides Amex branding and compliance on all itineraries■ Minimal process change■ Low transaction cost

High level requirements for new itinerary (Summary for all Markets)

4How we worked as a team

Although we were all working on our own market itineraries they all linked to a

common goal – ‘To deliver a standard itinerary across EMEA’.

We shared knowledge and discussed various topics as a team. Some examples of

these are below:

Discussed standard compliance information

Compared segment information and how it displays on itinerary

Discussed best practice for UAT testing

Provided moral support!!

We recognise we have transferable knowledge – e.g.. Fabrice was going to take over the project for Netherlands (Michele’s market)

5Key learnings

Progress project at full team level e.g.. share requirements earlier as we did end up with a standard across the GDS’s

Quicker involvement of Solutions Management e.g.. for GDS links with external solution and segment review

Segment review – add to market requirements – don’t assume that:

a) They have already been provided

b) Because a supplier works with the GDS they know all about segments

Align special market requests across the other markets before signing of the requirements document (PDF, email body text , calendar integration, SMS , Blackberry etc ) as an actual need for one market could be an added value for another market as well .

Engagement of correct resource for project e.g.. who is responsible for UAT? This fell into our team

6Travel Information Compliance Information

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Contact Network representatives to discuss project

Establish requirements

Document requirements and obtain response to requirements from supplier

Proposal to Network – what can and can’t be achieved

Work through concerns and gain signoff on the proposal

Build, Pilot and Implement

The Consultant booklet review!! (Page 19)

8Comments to booklet according to our project

Establishing Rapport & Trust Set our selves up in our respective markets , with consistent and accurate information to the project possibilities, phases and timelines . Advantage ,discovered that we can be exchangeable.

Establishing Needs Watch not to create wrong expectations . Sharing expertise across markets within the team is an added value to whole project /markets

Presenting your Data & Analysis Importance of standard documentation delivered by us to the market (requirements ) Ensure that no doubts or wrong expectations to product, possibilities or timelines are created

Selling your best Options Ensure beforehand what guidelines exist for us to implement tool (e.g. : set up requirements,

whereas anyway EMEA standard will be delivered in phase one, and only this , as no development accepted . (PDF vs. email body text )

Identify, highlight benefits although higher expectations expressed

Dealing with Resistance Listen carefully and provide positive arguments . Deal with concerns instead of avoiding them .

Closing & Follow through Ensure that next phases are clear, knowledge of the product and support structure in place