focus newsletter May 2012 Newsletter

Making reservations over the phone? Contents: Cashing in miles? It’ll cost you... - Making reservations over the phone? Cashing in miles? ... BAA Limited - TSA tests check-in system ... (eTN) Let’s face it. As an industry, have - urges more TSA effi ciency, not more ... never made money since the Wright Brothers. - Global capacity grows for 9th consecutive month ... - China plans 45 new to serve booming travel ... Because of this mismanagement, they’ve - American Airlines Update ... decided to try lining their coffers by coming - United Airlines 2012 PerksPlus Program ... up with a slew of obnoxious extra charges. - Delta Launches Historic New Jet Service from New York ... Whatever additional costs these services could possibly impose on the airlines are clearly lower - Phishing Email Alert From Delta ... than what passengers pay. Read on for the most egregious examples.

1. Making a reservation on the phone or in person Fee: $5-$20. US Airways is among the greediest on this count: $10 to book over the phone, or $20 to book at the airport or at a city ticket offi ce (if you can fi nd one). Can it possibly cost US Airways that much for a simple 10-minute call? Surely the airline doesn’t pay its reservationists that much. United levies $15 for the privilege of speaking to a human. American, JetBlue, and Southwest $10 (for internet-only fares in Southwest’s case, but Airfarewatchdog.com is told Southwest does make exceptions). Northwest and Virgin America charge just $5. Continued Making reservations over the phone? Cashing in miles? It’ll cost you...

2. Re-banking frequent fl yer miles Fee: $50-100. If you cash in your miles and decide not to use your ticket, you’ll be hit with a fee to place the miles back into your account. Why? What cost exactly is involved here on the airlines’ part? These tickets are issued electronically, so what’s the big deal?

3. Cashing in frequent fl yer miles without suffi cient advance notice Fee: $0-100. Who says frequent fl yer tickets are free? Some airlines will let you book a frequent-fl yer seat even up to the day of travel with no fee. These include Airtran, JetBlue, Northwest and Southwest. But others (Continental, Delta, and United) charge $75 if you book without enough notice (defi ned as 3 days on Continental but an unreasonable 22 days on Delta); and American charges an insane $100 if you book 6 days or fewer before departure.

4. Bringing a pet onboard in the cabin Fee: $50-85 (each way). These fees have skyrocketed lately. Muffy and Buffy won’t be ringing the call button for a glass of milk, and they won’t be carrying bags or imposing on the airline’s bottom line in any way; but their fare might end up costing more than yours. Most airlines now charge $80 each way. On United you’ll pay $85, on JetBlue “just” $50.

5. Checking luggage Fee: $3-10 (each way). We’re talking here just about checking even one bag, even if they’re not oversized or overweight (that’s a whole other story). Spirit Airlines charges $5 for each of the fi rst two bags if paid for online, $10 each otherwise. The third bag costs a whopping $100, more if it’s oversized or overweight. Skybus also charges $5 for the fi rst two, and $50 for each additional. Allegiant charges $3 for the fi rst, $5 for the second. Air Canada gives you a discount for not checking , which is a sneaky way of charging you if you do. It’s not like the airlines are giving us bigger overhead bins, so that’s the big idea here? Don’t be surprised if you see other airlines following suit.

6. Getting a refund when a fare goes down Fee: $25 to $200 or more. If you bought a TV from Costco or BestBuy and they lowered the price the following week, chances are you could get a refund, no questions asked. Even Apple gave credits when it dropped the

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May 2012 Newsletter INfocus Continued Making reservations over the phone? Cashing in miles? It’ll cost you...

price of its iPhone soon after launching it. But most airlines either will refund nothing (British Airways and most other international carriers) or they’ll charge an “administrative fee” of up to $100 on a domestic ticket, and even more on an international one. What justifi es this? Does it actually cost them $100 to spend a few minutes to rewrite your ? I doubt it.

7. Flying on the same day of travel Fee: $0-50. Time was, if there were empty seats on a later or earlier fl ight on the same day as your original, the airline would confi rm you for free. But now, most airlines charge to take an earlier or later fl ight on the same day as your original fl ight if you want a confi rmed seat (you can still take your chances on many airlines and standby without a confi rmation for free, but that’s not the same thing). Only AirTran, among the larger airlines, charges no fee if you show up at the airport before your original departure and wish to take an earlier fl ight, or ask to change to a later departure. American, Continental, JetBlue, Northwest, and US Air charge $25; Delta (always the fee leader) and United sock you for $50. Southwest is a different animal altogether: there’s no fee to go standby as such, but you’ll have to pay the “walk up” last minute fare, which could be hundreds of dollars more than your original discount fare.

8. Paying for lap children Fee: $10 to 10 percent of the adult fare (international fl ights). What on earth is the meaning of this? Your kid isn’t taking up a seat, and certainly isn’t partaking of the free food and booze (if any). Is the little tyke responsible for consuming extra jet fuel? On a fare of say, $1,200, you’ll be billed $120 or more for the privilege of holding the child in your lap for 10 hours (on a fare of, say, $5,000 you’ll pay $500). Domestically, Skybus, never to miss the chance to line its pockets, charges a $10 “administrative fee” for lap children. Is that to compensate for the oxygen your infant will be breathing during the fl ight? By the way, if there’s a fuel surcharge on your fl ight, your kiddie will pay that too: as much as $90 each way.

9. Getting a seat assignment Fee: $5-$11 each way. Air Canada, AirTran and Allegiant are some of the carriers that now charge for this “perk.” AirTran charges $5 if you’re on a discounted coach ticket; Allegiant charges $11. AirTran charges $15 if you want to grab an exit-row seat and Northwest recently upped the charge from $15 to $20 (but I still think it’s worth it).

10. Using the lavatory Fee: OK, airlines are not installing pay toilets. Yet. But the way things are going ... *A bott le of wine will be substi tuted on ships that do not have a specialty restaurant. Restricti ons may apply.

May 2012 Newsletter INfocus TSA tests airport check-in system By Bart Jansen, USA TODAY Airport check-ins for passengers are heading for higher technological ground. The Transportation Security Administration is testing a system that checks identifi cation and passes by machine rather than the standard visual check by offi cers.

The tests began last week at Washington-Dulles and will start Tuesday at George Bush Intercontinental Airport in Houston and April 23 in San Juan, Puerto Rico. The review will last several months, gauging such things as how fast passengers move through the line and how accurate the machines are. While TSA offi cers have been checking identifi cation with black lights and magnifying glasses, the machines are geared to recognize all valid identifi cation, ranging from driver’s licenses to tribal IDs and U.S. and foreign .

TSA hopes the machines will do a more effi cient job weeding out fraudulent documents and getting passengers to their planes.

“For effi ciency, it is fantastic,” says Domenic Bianchini, TSA director of checkpoint technology. “We think it’s a valuable technology, and we think over time we will see the real value added.” As demonstrated at Dulles, passengers step up to the TSA desk and scan the bar codes of their boarding passes, like a can of soup at the self-checkout at a grocery store. The TSA offi cer scans the identifi cation, which the machine authenticates and compares with the . The machine doesn’t store any personal information about the passenger, says Greg Soule, a TSA spokesman.

A discrepancy can lead to more questions or checking the identifi cation more closely. When a TSA offi cer had a question last week about the identifi cation of a bespectacled man in khakis and a dark blazer, she scrutinized the driver’s license under a magnifying glass and then asked a few more questions before sending the passenger on his way.

If a fraudulent document is found, the passenger is referred to law-enforcement offi cials for possible charges. The fi rst 30 machines cost $3.2 million, Soule says. Three companies — BAE Systems Information Solutions, Trans Digital Technologies and NCR Government Systems — provided the initial machines that were customized for TSA.

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Airlines for America urges more TSA e ciency, not more passenger taxes

WASHINGTON, D.C. - Airlines for America (A4A), the industry trade organization for the leading U.S. airlines, today called on Congress to consider further effi ciency within the Transportation Security Administration (TSA) – not further taxes on airline passengers as proposed in the fi scal year 2013 budget passed by the House Budget Committee.

The budget would double the security tax from $2.50 to $5, which would cost airline passengers more than $700 million annually. Ironically, a budget proposal aimed at driving economic growth would in fact undermine it through this provision.

A4A said programs that take a risk-based approach to security, including TSA Pre Check and Known Crewmember, which enable TSA to focus its resources on greater threats are a more appropriate way to improve effi ciency within the TSA, which has seen its staff size increase by 400 percent in the last decade.

“We cannot continue to put more taxes on airline passengers, who already pay more than $60 in taxes on a typical $300 round-trip ticket with this disappointing and short-sighted approach that ultimately will discourage business travel and tourism,” said A4A President and CEO Nicholas E. Calio. “We support building on the good work of Administrator John Pistole to create more effi ciencies at the TSA – not add more taxes to customers who are already overburdened.”

Airlines and their customers today pay 17 different federal taxes totaling $18 billion annually, and air travel is taxed at a federal rate that is higher than alcohol and tobacco, products taxed to discourage their use.

May 2012 Newsletter INfocus Global airline capacity grows for 9th consecutive month

CHICAGO, Ill. -The growth in scheduled fl ights worldwide continues again in February with airlines providing 5% more fl ights. In line with the general worldwide trend for larger aircraft, this translates to a slightly larger capacity increase (of 6%) as the average available seats in February 2012 nudges towards 127 per aircraft versus 125 in the same period last year. This marks the ninth consecutive month of growth compared to the same period last year, according to the latest statistics from OAG , a UBM Aviation brand.

The OAG FACTS (Frequency and Capacity Trend Statistics) for February 2012 reveals that market demand continues to increase the greatest in Central and South America and across the Middle East, all three regions recording double-digit growth, surpassed only by the total volume growth in Asia Pacifi c of 8.9 million seats in February compared to twelve months ago. To put this volume growth in perspective, Asia Pacifi c and South America represent 64% of the total worldwide volume growth.

Five of the top ten airports by growth in February (year on year) are now in Asia / Pacifi c with Bangkok, Beijing, Jakarta, Singapore and Manila representing almost 3.5 million additional seats in the month. The battle for number one Airport continues to heat up as Beijing further closes the gap on Atlanta this month which now stands at a mere 251,000 seats per month - compared to some 826,000 twelve months ago.

“The exponential growth in Asia Pacifi c is representative of the increased mobility of businesses and people alike within the region and refl ects their increasing economic confi dence,” said Phil Callow , Chief Executive Offi cer UBM Aviation. “As Beijing continues its surge towards claiming the number one spot from Atlanta, the Asia Pacifi c aviation communities must address their infrastructure plans to ensure that the increasing demand continues to be met.”

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BEIJING, China — China plans to build at least 45 new airports in the next fi ve years to serve booming travel, the top industry regulator said Thursday.

The plans call for spending 1.5 trillion yuan ($230 billion) to expand air travel, said Li Jiaxiang, administrator of the Civil Aviation Administration of China.

Some 130 of China’s 175 existing airports lost money last year but Beijing will support them to boost local economic growth, Li said at a news conference.

He said incomes in farming areas have risen when airports open nearby, allowing their fruit and vegetables to be fl own to more prosperous major cities.

China’s fast-growing air travel market is expected to pass North America as the world’s biggest in coming decades. Li said the plans call for increasing the number of airports to at least 220 in the next fi ve years.

He gave no indication where they would be, but Beijing is spending heavily to develop poorer areas and China’s west and link them to booming eastern cities.

American Airlines Update By Derek K DeCross, Vice President Global Sales

As American continues to make progress in its restructuring and enters a new phase of addressing its cost structure, I would like to address some of the developments you will no doubt hear and read about in the headlines and share what you can expect over the next few months. Our plans for the future are intently focused on our customers.

The Process: We have made very good progress over the past few months on restructuring the balance sheet, aircraft leases and by grounding older ineffi cient

May 2012 Newsletter INfocus Continued American Airlines Update

aircraft in anticipation of new aircraft deliveries. We are improving supplier contract terms and shedding surplus facilities. We have already reduced the top leadership team in size by nearly 30 percent. When these steps are completed, our costs are expected to be reduced by hundreds of millions of dollars as part of the plan to make our company profi table. The next phase of the process is the point at which we must achieve competitiveness and fl exibility associated with all of our employee related costs. This will require changes in the way we do business.

Labor: It is important to us to reach consensual agreements with our labor unions, and we remain committed to meeting with our unions at any time in a good faith effort to resolve any differences we have in a mutually agreeable manner. However, as part of the restructuring process and to ensure that we emerge as quickly as possible, earlier this week we fi led a motion with the Court seeking authority to reject our collective bargaining agreements and implement labor terms necessary for a successful reorganization. Many other airlines that preceded us through reorganization employed this same process. That does not alter our preference for a negotiated solution to any open issues with our unions.

As we move forward, we continue to work collaboratively with our unions while also pursuing the Section 1113 process. It is important to remember that our ongoing negotiations with our unions resulted in a new option through which we are now proposing to freeze, rather than terminate, pension plans covering most of our unionized employees. This was a very positive step in resolving one of the biggest restructuring items. We continue to work for the best outcome for the greatest number of our people.

Business Plan: In addition, as we transform our company, we are working closely with the unsecured creditors committee to ensure we are investing in products and services, such as Main Cabin Extra, that will enhance the customer experience as well as stress-testing our business plan. This is a very competitive business as you know, and the publicly released details of our business plan are intentionally high level and do not present a complete picture for our competitors or others speculating to make informed judgments.

Exclusivity Extension: Last week the Court approved our request to extend the exclusivity period during which no other entity may propose a reorganization plan through September 28, 2012. The extension will allow us to continue focusing on preserving and enhancing our ongoing value and restructuring our obligations to achieve a successful restructuring as quickly as possible.

Operations: Importantly, the restructuring process allows customers to remain confi dent in safe and reliable operations. In fact, American’s combined January and February 2012 on-time results were the best in twenty- fi ve years and customers are noticing our enhanced customer service.

May 2012 Newsletter INfocus Continued American Airlines Update

Fleet Renewal: We continue to bring new aircraft into the fl eet. By the end of this year, we will have more Boeing 737-800s in our fl eet than MD-80s. The Boeing 777-300, with its fully lie-fl at seats and 100% aisle- access in fi rst and business class, Wi-Fi throughout the aircraft, and state-of-the-art entertainment options, is scheduled for delivery late this year and will debut on our New York – London service in the fi rst quarter of 2013 and on our New York – Brazil service by the second quarter of 2013. In the fourth quarter of 2014, we plan to accept delivery on the Boeing 787 Dreamliners, which will also enhance our international fl ying experience.

Network: We continue to enhance our own network and strengthen it through our partners. American will add an additional Dallas/Fort Worth – London fl ight and launch New York – Tokyo Haneda service in June. Our East Coast customers also have the option of fl ying on Japan Airlines’ New York – Tokyo Narita service, making the only alliance to offer service from New York to both Haneda and Narita airports in Tokyo. We have also begun codesharing with Cathay Pacifi c on its Chicago to Hong Kong route, offering our customers a new travel option. Qantas will go to daily fl ights on its Dallas/Fort Worth to Sydney service as a result of our partnership, and we have implemented codesharing on Hainan Airlines to offer more destinations in China. We will also add additional fl ights between Los Angeles and Boston, Nashville, Honolulu, Maui, and Toronto this summer, further growing our presence in Los Angeles.

Our partner, British Airways, will also add an additional fl ight between London and New York, bringing our combined schedule to 17 fl ights per day, on average, in June. Through Open Skies, we are the only U.S. airline able to offer our customers service from both JFK and EWR to Paris. In addition, airberlin has now joined oneworld, allowing us to offer our customers many new destinations throughout Europe.

Product and Service Investment: Recently, we announced plans to introduce Main Cabin Extra, with four to six more inches of legroom and priority boarding. This product announcement refl ects our commitment to provide a world-class travel experience. Our plan also calls for the expansion of Infl ight Wi-Fi capability to our entire domestic narrowbody fl eet – that’s more than 400 aircraft.

Our transcontinental service continues to refl ect our long-standing commitment to these fl ights. Late last year, we also became the fi rst domestic airline to introduce branded tablets for infl ight entertainment with the launch of the Samsung Galaxy 10.1 Tab for premium class customers on transcontinental fl ights fl own with a Boeing 767-200. We continue to offer the most transcontinental fl ights from New York JFK. Our newest transcontinental fl ight, Washington Reagan National – Los Angeles, begins June 14.

Our goal is to complete a successful restructuring and return to a position of profi tability and growth as quickly and effi ciently as possible. Along with our fi nancial improvement comes our continued investment in industry-leading products and services that are all focused on greatly enhancing the customer experience.

All of us on the American team appreciate your loyalty and business, and we look forward to our continued relationship. Our future is bright and exciting for customers!

May 2012 Newsletter INfocus United Airlines 2012 PerksPlus Program

Discover United PerksPlus - a complimentary corporate program designed to reward small and mid-sized enterprises for business travel on our extensive route network on United, United Express, and Lufthansa. Customers from the previous RewardOne and PerksPlus programs will receive an email notifi cation detailing the program parameters and an opportunity to enroll in the new business loyalty program.

United PerksPlus Enrollment Process: The rewards of company travel have never been better with the new complimentary business loyalty program: United PerksPlus. Discover the new program online at United PerksPlus. To enroll, customers will simply follow the three-step process below:

Customers will have an opportunity to sign up on the new program at the following website: http://unitedperksplus.united.com. Customers simply click Enroll Now and will be instructed to choose one of the options, in order to begin enrollment. Customers will be asked to fi ll out the online enrollment form and accept the program’s Terms and Conditions. Existing account information will automatically upload to the customer’s profi le.

Existing RewardOne and PerksPlus Flight Credit and Point Accrual: As of April 1, 2012, customers no longer are able to earn points for the existing RewardOne and PerksPlus programs. Retroactive credit will be provided to existing customers as outlined below:

• Existing RewardOne and PerksPlus customers who opt to enroll in United PerksPlus and accept the Terms and Conditions by May 15, 2012, will have their converted points available for redemption on the new program by the end of May.

• Existing RewardOne active customers with a points balance by end of April 2012 who do not have another existing United Corporate Travel Agreement will be able to convert their existing points at a ratio of 1,000 for every 1 RewardOne existing point.

• Existing PerksPlus active customers with a points balance by end of April 2012 who do not have another existing United Corporate Travel Agreement will be able to convert their existing points at a ratio of 1 point for every PerksPlus existing point.

• Existing RewardOne and PerksPlus customers who enroll in United PerksPlus and enroll their eligible MileagePlus travelers by May 15, 2012, will receive retroactive credit in the new program for all eligible published travel fl own from April 1, 2012 through May 15, 2012. Points earned on qualifying Lufthansa travel will be available in Q3 for tickets fl own.

• Existing RewardOne and PerksPlus customers, who opt to not enroll in the new United PerksPlus program, will be able to redeem their points until June 30, 2012. Those customers can access their account information online at http://www.perkspluspartners.com and/or http://rewardone.united.com respectively.

May 2012 Newsletter INfocus Continued United Airlines 2012 PerksPlus Program

Additional information: • New customers (who formerly were not engaged in the RewardOne and/or PerksPlus programs) will begin accrual of points on eligible fl ights the day they enroll in United PerksPlus.

• Program participation is limited to companies based in the U.S., Canada, Latin America and the Caribbean for United and United Express operated fl ights and on Lufthansa operated fl ights for U.S. companies only.

• Notifi cation to all new United PerksPlus customers will be sent in late May to the Authorized Representative on the account, directing them to the website to view their detailed statement.

United Policies and Procedures Update As United nears completion of the integration process with Continental, differences between existing policies and procedures are being addressed and harmonized. Clarifi cation on two procedures are below:

Ticketing Time Limits United’s ticketing time limit guidelines are planned to allow for the maximum amount of inventory to be available for booking at any given time, while still allowing agency partners to consult with clients on specifi c travel plans.

For both domestic and international itineraries, a ticketing time limit is programmatically added by United to the PNR shortly after it is created, stating when the PNR will cancel (date and time) if un-ticketed. United will not cancel any un-ticketed space prior to the time indicated on the PNR. United is working on a programming enhancement to perform un-ticketed booking cancelations at 11:59 p.m. (23:59) local time on the date of cancel (versus 24 hours after PNR creation for domestic itineraries and 72 hours after PNR creation for international itineraries). For bookings made within three days from departure, the programming cancels at the exact-hour mark as stated in the PNR. Agencies will be advised when this enhancement is complete.

Inputting Frequent Flyer Numbers in SHARES SHARES, United’s single passenger service system, allows for only one frequent fl yer number per passenger to be placed in a PNR. To take advantage of any applicable MileagePlus Premier benefi ts, agents need to ensure that a customer’s MileagePlus number is present in the SHARES PNR. Its absence may result in an inability to accrue mileage or be eligible for complimentary space available upgrades or EconomyPlus seat assignments at the time of booking.

When entering multiple frequent fl yer numbers (FQTV) into a SHARES record manually, United’s programming will select the customer’s United MileagePlus number. However, SHARES does not have the ability to store segment-associated FQTV numbers; therefore, the selected number will apply to all segments in the itinerary. When entering multiple FQTV numbers into a GDS using a cross-accrual entry, SHARES will only accept the last number received and will not acknowledge the others. United encourages agencies to only include the MileagePlus number for United itineraries unless the customer prefers accrual and service amenities provided by another partner carrier’s frequent fl yer program.

May 2012 Newsletter INfocus Delta Launches Historic New Jet Service from New York-LaGuardia

Largest expansion at the airport in more than four decades Delta Air Lines introduced on Sunday, March 25, service to 11 new cities from New York-LaGuardia as it embarks on the largest expansion of the New York City airport in more than 40 years. Service to Louisville, Ky., begins today.

The new fl ights are part of a major expansion by Delta in New York to create a domestic hub in the busiest aviation market in the world. The airline will increase service at LaGuardia by 60 percent, with 100 new fl ights and 26 new destinations in spring and summer 2012. When its full schedule is implemented, Delta will operate more than 260 daily fl ights between LaGuardia and more than 60 cities, exceeding any other carrier.

Customers can now connect to new business markets through LaGuardia, including Dallas; Miami; Washington-Dulles; Syracuse, N.Y.; Buffalo, N.Y.; Rochester, N.Y.; Richmond, Va.; Norfolk, Va.; Manchester, N.H.; Burlington, Vt.; Greensboro, N.C.; and Louisville, Ky.

Delta will offer up to four million additional seats in New York without added congestion.

Increased Frequencies To further enhance its new domestic hub, Delta has increased frequencies from LaGuardia to cities that include Fort Lauderdale; Orlando; Jacksonville, Fla.; Ft. Myers, Fla.; Indianapolis; Kansas City; Chicago; Nashville; Raleigh-Durham, N.C.; Greenville, S.C.; Columbia, S.C.; Portland, Me.; and Bangor, Me.

Enhanced Customer Experience Delta will operate some of the new LaGuardia routes with regional jets that offer as well as Economy and in-fl ight Wi-Fi, amenities that other carriers don’t offer. Regional jets are a signifi cant upgrade from previous service on some routes operated by another carrier using smaller, turboprop aircraft.

Delta is also investing $160 million to modernize two terminals at LaGuardia and build a connector between them, a project that will provide construction jobs for city residents along with the roughly 700 permanent jobs Delta will add at the airport.

May 2012 Newsletter INfocus Continued Delta Launches Historic New Jet Service from New York-LaGuardia

Phase Two By mid-summer, LaGuardia will serve nearly all of the top domestic markets. On July 11 2012, Delta will initiate Phase Two of the LaGuardia expansion, with new routes to: Denver; Houston; Cleveland; Philadelphia; Pittsburgh; Milwaukee, Wis.; Charlotte, N.C.; Wilmington, N.C.; Roanoke, Va.; Charlottesville, Va.; Myrtle Beach, S.C.; Montreal, Quebec; and Ottawa, Ontario.

The following updates and tips may be helpful for customers traveling to, from or through LaGuardia: • Flights will now arrive and depart from Delta’s new gates in Terminal C, as well as existing gates in Terminal D. Delta Shuttle service to and from Boston, Washington-Reagan and Chicago-O’Hare will continue to operate from the Marine Air Terminal. • Gates 1-10 are located in Terminal D and gates C15-C24 are located in Terminal C. • Customers can visit delta.com or the Fly Delta mobile app for information prior to arriving at the airport to help expedite check-in. • During airport renovations, after passing through security, a short, two-minute or less bus ride will transport passengers between Terminals C and D. Please see bus information below. By the end of 2012, a quick and convenient walkway will be in place connecting the two terminals. • Terminal C will feature a new Delta Sky Club, which is set to open this summer and will complement the existing lounge in Terminal D.

Departures • If a customer’s fl ight is departing from Terminal C or D, he or she may check in and proceed through security at either terminal. • Once security is cleared, Delta representatives and signage will direct customers to their terminal.

Arrivals and Connections • For terminating passengers, baggage claim is located on the lower level and their carousel will be located in the same terminal of arrival. • If customers parked at LaGuardia and their fl ight arrives at a different terminal from where the vehicle is located, they may ride the Port Authority bus located on the arrivals level or take a short walk to the other terminal after claiming bags. • To fi nd connecting fl ights, customers may check airport screens and follow signs to the appropriate terminal and gate. In addition, Delta representatives, including Delta Red Coat Customer Service Agents, will be available to offer one-on-one, on-the-spot assistance.

Bus Information At LaGuardia, Delta is providing two main types of bus service. Gate-to-Gate buses operate after the security checkpoint, from inside the terminals. Curb-to-Curb buses operate before the security checkpoint, from outside of the terminals.

Gate-to-Gate Bus Service For a quick bus ride between Terminals C and D, customers can hop onboard at Gate 15 in Terminal C or Gate 2 in Terminal D. Signage within each concourse will direct customers to these locations. Please note that this bus service is inside the terminals, past security.

May 2012 Newsletter INfocus Continued Delta Launches Historic New Jet Service from New York-LaGuardia

Curb-to-Curb Bus Service These buses operate from the curbside of the departure levels of Terminals C and D and are available to take customers between terminals, as well as to airport parking lots. Two bus routes are available: • Route One: A continuous loop between Terminal C and Terminal D. Travel time = 4 - 5 minutes, depending on airport traffi c.

• Route Two: A continuous loop between Terminal C, Terminal D and the Marine Air Terminal. Travel time = 8 - 10 minutes, depending on airport traffi c. Delta representatives will be available to assist customers at the pick-up and drop-off locations of all bus services. Representatives are also available onboard the Curb-to-Curb buses.

Delta is confi dent this transition will result in better service for all of its customers traveling through LaGuardia.

Phishing Email Alert From Delta

Delta Air Lines has recently received reports from customers of fraudulent emails claiming to be from Delta.

As such, please be advised of the following: • We recommend customers change their SkyMiles account PIN immediately and monitor their account for any misuse. • These emails were not sent by Delta. • Customers should not click on the link in the email or open any attachments. • Instead, they should delete the email from their inbox. • Please call Delta at 1-888-750-3284 if you have questions or need further information.

These emails claim that a customer has purchased a Delta ticket, a credit card has been charged, an invoice or receipt is attached to the email or that customers may print their electronic ticket from an attachment. If you or your customers receive one of these emails, do not open the attachment as it may contain potentially dan- gerous viruses or harm your computer.

Be assured that Delta did not send these emails, and our customers’ credit cards have not been charged by Delta as a result of the emails. These emails did not originate from Delta, nor do we believe that any personal information that you provided us was used to generate these emails.

As more updates become available, they will be posted on delta.com under Flight Status & Updates.

May 2012 Newsletter INfocus