Acu Flight Service Offerings Tsp2010

© Copyright 2010 Confidential and Proprietary Property of AcuFlight, Inc. What is your time worth? ™

Leading Voice-based Inventory Management and Point-of-Sale SolutionsTravel Agencies. Automated Supplemental After-Hours Travel Services

Travel Service Provider Presentation 1 Q 2010

AcuFlight, Inc.


problem

What is Your Time

Worth™?


what is AcuFlight?

AcuFlight is a real-time, voice-accessed information, communication and inventory management solution for enterprises - that …

⇓ 50%-90%90% reduction in Costs ⇓ Time

⇑ Profits ⇑ Productivity ⇑ Customer Experience


who buys our services?

Travel Service Providers looking to reduce costs and improve profit margins; increase customer loyalty with minimal costs, minimal start-up times and rapid return on investment.

Travel Service Providers offering their customers a convenient and easy way to access and update their information, book and manage travel, access real-time flight information, security requirements, weather reports and receive timely notifications regarding future trips.

Travel Service Providers offering state-of-the-art customer service solutions.


Live travel professionals handle

approximately 1,352,000,000* functionally

redundant and profit-draining telephone calls

regarding trips generated by travelers and

travel arrangers each year in the United

States.

today’s standard service delivery model…

$10-$40

Costs for these telephone

calls range from:

* Runzheimer International


solutions

A service that automates non-revenue generating tasks by live travel counselors

AcuFlight is…A telephone user-interface between travel providers and their customers

A complement to Internet and live Agent travel services

An after hours, over-flow traffic and emergency call center solution

An interactive voice-driven, single-source for all commercial flight data, weather and airport reports

A service that automates and reports the entire notification, fulfillment and documentation process

A seamless integrator of third-party solutions, inventories, merchandise, databases and live customer support


AcuFlight

process flow

Database of Travel Inventories

Optional Live Customer Support

Database of Customer Profiles

Telephone

Internet


Auto-Attend ™ or Automated-Agent is a voice-driven service offering Travel Service Provider customers access to their travel information, profile and booking services using their telephone.

Upon speaking a user-code and PIN number, the caller may request any or all interactive transactions by simple voice commands. Because Auto-Attend™ mirrors the dialogue that traditionally occurs between a travel counselor and a customer, adoption is high and transactions are simple and quick to complete.

Auto-Attend™ is ideal for after-hours operations, emergency or over-flow customer call center traffic. It is available 24/7/365; in multiple languages and scalable. No more waiting in a queue. Optional live agent support.

Types of Interactive Transactions:* Flight information* Scheduled Information* Cancel a PNR* Itinerary relay* Post-ticketing/In-flight Merchandise Sales* Search available flights* Book a flight or stored trip* Reconfirmation* Baggage restrictions* Reward Points Information

services ~ inbound transactions


USER INTERFACE RESERVATION/ ACUFLIGHT TRAVEL INVENTORIES FULFILLMENT CENTER AND DISTRIBUTION 800 Service Number Menu PBX Phone Switch Pseudo City Code TAs

ACUFLIGHT Auto-Attend Service

Airline seats, hotel rooms,

cruise packages, ground

transportation, rental cars

Press Menu Options: 1. Flight Status 2. Availability 3. Cancel/Modify 4. Itinerary 5. Book Trip 6. Baggage

Restrictions 7. In-Flight

merchandise

Live Agent Support

process flow/inbound calls ~ Auto-Attend Service


services ~ outbound notifications

APM™ (Automated PNR Management and Notification) is a record-monitoring and notification service that checks quality control queues in GDS and/or databases for problem reservations requiring manual action and an outbound telephone call by an agent to a traveler.

APM™ automatically generates a voice message to travelers relaying problem, PNR locator, information and action to take. Call outcomes are recorded as a remark in PNR, segment status updated automatically; ‘completed’ PNR returned to designated queue and a report of all activity is generated for viewing.

Types of problems requiring Notifications to Customers:• Schedule Change notification• Canceled flight notifications• Unused segments/tickets• Hotel rate not available• Car rate not available• Form of payment invalid• Hotel not available for late arrival• Missing trip approval


GDS QUEUES PCC Voicemail

Web

Services Email

Q1

No Form of Payment

Q2

Credit Card Invalid

Q3

Changes in Flight Status

Q4

Schedule Change

Q5

Unused Tickets

Q6 Pre- trip Approval

Agent Desk Top

Customer Support

AcuFlight

TRAVELER

On- Line Service APM Service

Q

U

A

L

I

T

Y

C

O

N

T

R

O

L

AcuFlight

GDS Queue Advise Traveler Traveler Action

Auto-Attend Service

process flow/outbound calls ~ APM Service


Schedule Change

“Hello. This is [Travel Agency/Airline] with an important message about your upcoming travel reservation. Please press the star key when you are ready to hear this message……

……There is a schedule change. Flight xxxxx in your travel reservation for (date) has changed! Your record locator is xxxxxx. Flight xxxxx is now (arriving/departing) at __________on _________. You can view these changes using your trip locator on airweb.com [or airlines.com]. For further assistance please call your [travel provider or airline] at ZZZ-ZZZ-ZZZZ. Please be sure to arrive at airport at least 2 hours prior to departure. ……Thank you for using [Travel Agency/Airline] TAG LINE HERE. To repeat this message, press 1, to end this call just hang-up.”

Sample outbound message ~ APM Service


self-services ~ interactive

WATCH™ allows customers to enjoy flight status notifications of real time flight arrival and departing information; gate and terminal designations and to set-up proactive notifications of up to three of the customer’s contacts—spouse, assistant, limousine driver.

FLIGHT INFORMATION SERVICE offers Customers voice access to real-time flight data from FlightStats™. A single phone number accesses all major (including domestic and international) airline carriers for real-time status of departing, arriving flights, gate and terminal designations. (e.g., security or boarding procedures, etc.) No button-pushing. No menus. No hold-times. No Internet required. Dynamic information in minutes. Premium versions include airport and weather information.

POST-TICKETING MERCHANDISE POINT-OF-SALE offers Customers voice (and Internet) access to merchandise for sale by airline and flight number, such as In-flight Internet service, checked baggage, priority boarding, meals and club day passes.


problems we solve

High Costs

No capital outlay;no hardware or software;nominal internal development;supports third-party solutions;integrates with legacy systems

Automates processes up to 90%;redeploys/reduces headcount up to 80%;hosted, secured and outsourced service site

User friendly, no hold-times;available in several languages;customize and brand

New revenue opportunity;increases profit margins;rapid return on investment

Limited budgets

Changing customer loyalty

Profit pressure


Faster than Internet; no waiting in a queue; use ANY phone; available 100% of the time

Lower in price than live agent customer service

customer benefits

Crisis management aid in event of delayed or canceled trip

Accurate information; knows the user; corporate policy/compliance

Saves time

Saves money

Available 24/7/365

Profile/business-rule driven

Real solutions Real-time information; next steps and live agent option

User-friendlyAs easy to use as an ATM


financial impact

Review of Current Situation Call Types Your Cost Services AcuFlight AcuFlight Total Savings

per Call Can Automate Cost per Transaction

What call types

come into your office? Flight Information $10.00 YES $0.50 $9.50

Cancel a PNR $10.00 YES $1.00 $9.00

Itinerary Request $10.00 YES $1.00 $9.00 Scheduled Information $10.00 YES $1.00 $9.00

Booking a flight ----- YES $2.00 -----

Booking a hotel ----- YES $1.00 -----

Booking a car ----- YES $1.00 -----

Booking a trip

(air, hotel, car) ----- YES $3.00 -----

Upgrades ----- COMING

Confirmation $10.00 YES $0.50 $9.50

Baggage Restrictions $10.00 COMING $0.50 $9.50

What type of outbound calls

do your agents make to travelers? Schedule Change $10.00 YES $1.00 $9.00

Canceled Flight $10.00 YES $1.00 $9.00

Unused Segments $10.00 COMING $1.00 ------

Hotel Rate Not Available $10.00 YES $1.00 $9.00

Car Rate Not Available $10.00 YES $1.00 $9.00

Form of Payment invalid $10.00 YES $1.00 $9.00

Hotel not available

for late arrival $10.00 YES $9.00

Missing Trip Approval $10.00 YES $1.00 $9.00

Have you received a debit memo

for failure to update the segment

status in a PNR? Schedule Change segment status updates $50.00/segment YES $0.35 $49.65/segment

Merchandise ----- COMING TBD TBD


implementation process

1. Demonstrate service2. Identify common reservation problems by type3. Provide specifications4. Sign service agreement5. Implementation plan6. Establish connectivity to and interface with agency/airline7. Provide authorization to access inventories8. Integrate agency/airline business rules and protocols9. Pilot 10. Deploy with customized branding


AcuFlight, Inc.1431 Ocean Avenue, Suite 1516Santa Monica, California 90401310.260.1348 (o) 310.260.1349 (f)[email protected]

Company contacts for presentations, demonstrations and implementation:

Suzanne M. Newman, President, [email protected] (m)

Donna Christine Billera, EVP Sales [email protected] (m)

contacts

Documents

Acu Flight Service Offerings Tsp2010