Star Alliance member carriers’ support & services for customers at in GVA/ or main hub

Star Alliance Switzerland GVA , 30APR15

Star Alliance Confidential Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub

Star Alliance Page 36 Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub

GVA Aéroport

-Guichets d’enregistrement dédiés pour

-Priority Lane pour passage sécurité

Accès à divers salons :

- Swissport Horizon Lounge

- Swiss Business class lounge - Swiss Senator lounge pour membres avec carte Gold de Star Alliance ou

Star Alliance Page 37 Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub

A PEKIN

- Guichets d’enregistrement dédiés respectivement pour passagers Première Classe et Business

- Salons VIP, Première classe et Business (terminaux domestique et international) ainsi que dans nombreux aéroports domestiques.

Chauffeur Service (F & C)

- Transfert de l’aéroport en ville

Pékin, Shanghai, Chengdu, Canton, Shenzhen avec accueil CIP à la sortie de l’avion

-A réserver à l’avance H-48 auprès de Air China en Suisse : [email protected]

Star Alliance Page 38 Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub

ANA SUITE LOUNGE/

-Spend every moment in total comfort before your departure. Just sit back and relax.

- Enjoy a buffet menu unique to the ANA LOUNGE, including appetizers and a wide selection of warm meals.

-ANA SUITE CHECK-IN/LOUNGES in : NRT/HND/OSA

- ANA First Class at FRA/MUC/DUS use Senator Lounges

Star Alliance Page 40 Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub

ANA LOUNGE/BUSINESS Class

-Eligible customers : Business Class customers on ANA and/or Star Alliance member carrier operated flights.

-ANA LOUNGES in Japan:

NRT/HND/OSA

- ANA First Class passengers at FRA/MUC/DUS use Lufthansa Senator Lounges

Star Alliance Page 41 Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub

* Applicable to ANA´s Premium Economy passengers

Star Alliance Page 42 Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub

Travel assistance for disabled customers

ANA provides assistance to passengers with dissabilites or for those ill or injured, to assure a safe and comfortable experience.

Travel assistance is available to all ANA customers at any ANA destination

ANA Easy Travel service

ANA Group offers Easy Travel service (Rakunori service) to elderly passengers, passengers traveling with an infant, children traveling alone, and passengers who need special assistance. Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub Austrian Services at Hub Vienna Vienna Airport

• Fastest Transfer Airport with 25 minutes minimum connecting time • Short transfer ways due to 3 level-concept (change level not terminals) • 80 laptop chairs with built-in power outlets, privacy screens and free Wi-Fi in the entire airport building • Children's corner with interactive media Austrian Airlines Lounges at Vienna Airport

• 3 Schengen and 3 Non-Schengen Lounges • Each of them with a HON Circle Lounge, a SENATOR / STAR ALLIANCE GOLD Lounge and a BUSINESS Lounge • 80 laptop chairs with built-in power outlets, privacy screens and free Wi-Fi in the entire airport building • Six vast and modern lounges on more than 2000 m² Austrian Airlines Service for HON Circle members

• Own separate Check-in area with own security lane • Limousine service on the apron or to the next long-haul flight with our partner Porsche Austria • Personal Assistant Service • Selected culinary creations of our exclusive catering partner DO & CO Austrian Airlines further Services red|cab (NEW as of Feb15: family & limousine) For only 29 Euros, passengers can use our transfer service from Vienna and surrounding areas to the airport and back. www.red-cab.at red|lounge For 35 Euros only, Austrian passengers can access the Business Lounge in Vienna and benefit from all lounge amenities red|extra bag On selected Austrian flights, passengers can increase the allowance by one bag via Web Check-in starting from 70 Euros red|upgrade: online upgrade during Web Check-in to Business Class as of 36 hours prior to departure red|legroom: more legroom on your next Austrian Economy Class flight! Reserve your seat in the emergency exit row. Economy Class Menus à la carte

Last Minute Order - At Vienna Airport you can order your menu even spontaneously up to one hour before departure at the DO & CO last minute order desk.

http://alacarte.doco.com Austrian Airlines Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub

Brussels Airport offers easy access to/from central Brussels and EU institutions.

. User-friendly, modern, easy to navigate, multilingual signage . Smooth transfer between European and intercontinental flights . service desks available in all terminals . Various modes of transport to connect to the rest of Belgium Lounges in Brussels

3 lounges at Brussels Airport: one each in Piers A, B and the T-zone.

. Located very close to departure gates . Spacious and well laid out, with great views over the runways . Well-equipped business facilities and free Internet connection . Great selection of food and beverages, wide choice of and magazines «The Loft» by Brussels Airlines

Inspired by Art Nouveau. Designed in Belgium.

•New flagship lounge (1240 m2) at Brussels Airport Pier A

• Unique features including shower with a mood-setting system & nap boxes

• Access to Microsoft tablets in the lounge

• Exclusive area for our Miles & More HON Circle members and Senators The connector

• Opened 24 March 2015 for travelers arrival and departure

• Opening in 2016 for transit

• Links the main terminal to Pier A above-ground Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub LOT – Polish Airlines support & services for customers at airport in Warsaw (WAW)

Bag Delivery

You no longer have to worry about your baggage upon your arrival to Warsaw ‐ we will deliver it to the address of your choice. All you need to do is fill out a form with your contact information and... place an order!

111.00 PLN = 29.00 CHF

Star Alliance Page 58 Limo Service

is a service created especially for you! Service which enhances standard trip from the very beginning, created for people who appreciate luxury. With it you can easily and comfortably move between the and the plane at Chopin airport in Warsaw. ∙ service available 24/7 ∙ the service enables Volvo limousine ride from Gate ‐ Aircraft/Aircraft ‐ Gate ∙ the service is available on flights PLL LOT for which the aircraft will be substituted on the tarmac. ∙ order this service is only possible in the case of European and domestic flights. ∙ the service is provided by qualified drivers in high standard vehicles ∙ the service must be ordered at least 24h before cruise ∙ cancellation is possible not later than 24h before service, sending by e‐mail addresses: [email protected] and acc‐[email protected]

120.00 PLN = 32.00 CHF

| Page 59 Taxi Sawa Pickup/Dropoff

• service available 24/7 • the passengers are picked up from Sawa Taxi stand • the service is provaided by qualified drivers in high standard vehicles • fixed price warranty regardless of the traffic jam or detour • the settle payment using taxi code which you got in sms • the service must be booked not later than 24h before departure • cancellation is possible not later than before 8pm of the day before service

from 29.00 PLN = 8.00 CHF

| Page 60 Meet & Greet

Meet & Greet is a service created especially for you! Now you can forget about travel‐related stress and feel like a real VIP! All this is available at a very attractive price.

Meet and Greet package includes the following:

∙ assistance with check‐in –as you enter the terminal in Warsaw, you will be greeted by your personal Assistant who will help you to carry your luggage to the check‐in counter. We suggest you contact our Check‐in Coordinator to advise the time of your arrival at the airport. Phone no you will received on your voucher;

∙ priority check‐in at the Business Class counter –the time you spend waiting in a queue will be shortened to a minimum;

∙ transit to your gate –after a fast pass through security control you will be escorted to your gate by a representative of our ground personnel;

∙ priority –in the event of boarding though an air bridge you can board the plane at any convenient moment. 150.00 PLN = 40.00 CHF

| Page 61 Business Lounge Polonez

Benefits available for passengers: ‐ bathroom with shower ‐ free Wi‐Fi access ‐ computes and ‐ polish and foreign press (also available on tablets) ‐ hot meals for lunch only ‐ cold snacks available all day long ‐ alcoholic and non‐alcoholic beverages

Access to LOT Business Lounge 'Polonez': ‐ LOT Business Class passengers ‐ LOT Premium Class passengers ‐ service requires additional fee (120 PLN) ‐ HON, SEN, FTL (selected flights) and Star Alliance Gold members ‐ LOT Economy PLUS ‐ service requires additional fee (120 PLN)

Star Alliance Confidential | S/CEO, 09 Jan 2013, Frankfurt | Page 62 Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub Stop over – feel good

Services of Lufthansa Frankfurt and Munich Lufthansa Services - FRA

The Lufthansa Lounges

The First Class, Senator and Business Lounges offers highest comfort. Relax, rest or work at any of the major international airports – the lounges provided by Lufthansa and its Star Alliance partners enable you to do so.

14 Lufthansa lounges spread throughout all areas of the terminal, as well as the exclusive Lufthansa First Class Terminal, invite you to relax, freshen up and feel good at . Lufthansa Services - MUC

The Lufthansa Lounges

Enjoy your stay in a total of seven Lufthansa Lounges on more than 5000m2. Lufthansa Business Lounge with beergarden, a Senator Café and a exquisite Lufthansa First Class Lounge.

Unique Service – the Lufthansa First Class Lounge

Our Lufthansa First Class Lounge at offers you 860 square metres of space on two levels in which to relax. The lounge has its own and security controls which facilitate a quick and direct change of levels. HON Circle Member and First Class travelers can enjoy limousine service from First Class Lounge to the aircraft if it‘s a non-gate position. Lufthansa Services

Family Check-in Area

The family counters are located in Frankfurt in Departure Hall B at counters 336–338 and in Munich in the departure hall at counters 423–424. The counters are open to parents and their children up to 12 years old.

Frankfurt Airport lends strollers free of charge

Separate children’s area in the Frankfurt Business Lounge Lufthansa Services

Lufthansa Guide Service

Lufthansa offers a Guide Service to passengers who don’t speak German or English, to business travelers, groups, elderly passengers and families who, for example, need help to find their way to their connecting flight at the airport or who would like to be escorted personally.

They will be met by a special Lufthansa guide directly at their gate or at another rendezvous point and accompanied to their destination - for example, to a connecting flight, train, hotel, shuttle bus or to the .

Lufthansa guides will always be on hand to answer your questions - and in 14 languages.

Price as of 75 Euros (1-5 pax) Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub

Special Assistance check-in counter

At Singapore Changi Airport, special assistance counters are available for the following passengers

- Families with infants or toddlers

- Expectant mothers

- Passengers with reduced mobility

- Passengers with disabilities

- Unaccompanied minors

Star Alliance Page 70 First Class Check-in Reception – Exclusively for you

A private entrance from the lounge leads you directly to , after which you can proceed to the SilverKris Lounge or to your boarding gate.

Sit back and relax. Our Relations Officer will handle your check-in while you sit back and enjoy the comfort of the lounge.

Star Alliance Confidential | S/CEO, 09 Jan 2013, Frankfurt | Page 71 SilverKris Lounge check-in

Suites, First, and Business Class passengers travelling from Singapore with a confirmed reservation on and without , can also check-in from the comfort of our SilverKris Lounge. All you need to do is to obtain a stamp endorsement on your ticket from Terminal 2 Row 4, Terminal 3 Row 6 or the First Class Check-in Reception, and present your ticket at the entrance of Immigration.

This service is available daily from 5.30 am until the departure of the last flight of the day.

Star Alliance Confidential | S/CEO, 09 Jan 2013, Frankfurt | Page 72 Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub Star Alliance member carriers’ support & services at main hub Fast, seamless, convenient

SWISS and Zurich Airport offer an infrastructure and services to create a seamless hub system focused on speed and efficiency for the benefit of all travellers.

SWISS, Lufthansa, Austrian Airlines and 8 fellow Star Alliance carriers together under one roof in the Star Alliance Terminal

Zurich Airport top in In 2014 Zurich Airport was again rated Europe’s leading airport. It is the tenth time in succession that Zurich has won this award for its user-friendliness and consistently high quality standards.

Free Internet at Zurich Airport Zurich Airport offers passengers and visitors the opportunity to surf the Internet free of charge at the airport for 60 minutes, either wireless via Wi-Fi or at fixed Internet stations. Zurich Airport Fast, seamless, convenient

Continuous modifications and upgrades at Zurich Airport improve passenger flow and offer greater comfort.

Central Security − Security checkpoint in departure hall between Check-in 1/2 − Priority lane for frequent flyers, Business and First Class customers Dock B − Dock for Schengen- and Non-Schengen flights − Fewer SWISS open-stand departures/arrivals as all Non-Schengen flights depart from dock B – Attractive observation deck where both airport visitors and passengers can experience the fascinating hustle and bustle on the airport apron SWISS lounges in ZRH Terminal A

SWISS First Lounge SWISS First, First Class Lufthansa, HON Circle

SWISS Senator Lounge First Class SWISS, Lufthansa et Star Alliance HON Circle, Miles&More Senator, Star Alliance Gold

SWISS Business Lounge First Class SWISS, Lufthansa et Star Alliance, HON Circle, Miles & More Senator, Business Class SWISS, Lufthansa et Star Alliance, Miles & More Frequent Traveller, Star Alliance Gold SWISS lounges in ZRH Terminal D

SWISS Lounge D Senator First Class SWISS et Lufthansa, HON Circle, Miles & More Senator, Star Alliance Gold

SWISS Lounge D Business First Class SWISS et Lufthansa, HON Circle, Miles & More Senator, Business Class SWISS, Lufthansa et Star Alliance, Miles & More Frequent Traveller SWISS lounges in ZRH Arrival 2

SWISS Arrival Lounge First Class SWISS et Lufthansa, HON Circle, Miles & More Senator, Business Class SWISS et Lufthansa, Miles & More Frequent Traveller SWISS lounges in ZRH, project on Dock E

SWISS Lounge D Senator First Class SWISS et Lufthansa, HON Circle, Miles & More Senator, Star Alliance Gold

SWISS Lounge D Business First Class SWISS et Lufthansa, HON Circle, Miles & More Senator, Business Class SWISS, Lufthansa et Star Alliance, Miles & More Frequent Traveller Service limousine

Agreeable pre-flight formalities for long-haul flights from Dock E:

A special shuttle service is provided between the SWISS lounge and dock E for passengers with access to the First Class and VIP lounge. Arrival service by special bus

. pick-up of passengers in Zurich at an open parking position . for speedy progress through the airport . SWISS-branded Mercedes Sprinter City . carries up to 15 passengers . quick and comfortable transport to the airport arrivals hall . New: expansion of service at further major European destinations Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub Star Alliance member carriers’ support & services for customers at airports in GVA/Switzerland or main hub

Star Alliance Page 84 Support & services at Airport

- Mobile check-in, including passport scanning

- Dedicated check-in area, incl. airport kiosk, bag drop and priority lanes

- Cabin upgrade, Economy plus seating

- Global Services Concierge

- Swiss Business and Senator lounges

- Shower on arrival on request (UA Airport Operations control only).

- IRROPS management (UA Airport Operations control only).

Star Alliance Page 85 Receive real time updates while you travel

United will ask customers upon check-in for the best way to provide flight advisory updates during their travel experience.

Using customers’ SMS and email contact details, United expeditiously notifies customers about changes in their travel plans Flight delays or Gate changes cancellations Baggage notifications Rebooking options  Reminder:Your during travel disruption flight to Washington (UA975) departs For MileagePlus members, stored contact information is kept Geneva from gate for 18 months before re-verification is required. C55 at 1145am

Enter Traveler Contact Information via: Mobile app Kiosk check-in Online check-in check-in Proactive baggage notifications for early or delayed bags

Now sent via SMS and email Travelers with registered Traveler Contact Information (TCI) will automatically receive baggage notifications for checked luggage via SMS/text or email.

Welcome to Geneva! Notifications are provided when checked baggage arrives Your bag has arrived on on an earlier flight or a later flight and include an earlier flight. Please see a Baggage instructions for pick up and baggage tag numbers. Service Representative in Baggage Claim for pickup United is working on many day of travel flyer-friendly updates, with more to come in 2015.

Travelers can register for Traveler Contact Information and receive notifications when completing check-in online, using the mobile app or at airport kiosks.

Star Alliance Confidential | S/CEO, 09 Jan 2013, Frankfurt | Page 87