6/2012 network

STAR ALLIANCE CELEBRATES 15TH ANNIVERSARY AROUND THE WORLD

SEE STORY PAGES 4-7 ...just for employees STAR ALLIANCE

The Star Alliance employee website is constantly changing with new information and news added almost daily. If you’re looking for information about the Alliance, it’s one of the best resources around. While you’re online, check into our second website, Star Alliance Connects. It’s a growing networking site that puts you in touch with other employees around the world. Here’s what you’ll find on both sites.

THE STAR ALLIANCE EMPLOYEE WEBSITE The 2011 issue of the Reference Guide is also online. The The employee website is a place where you can find just publication houses policies, procedures, airport maps, about anything you need to help you deliver the Alliance’s lounge information and a lot more to help you deliver Star products and services. As well, you’ll find the latest news Alliances services. You can find the current version at from member carriers, publications, photos, videos and a http://www.starallianceemployees.com/reference- lot more. Check out http://www.starallianceemploy- guide.html in both PDF and HTML for easy reference. ees.com/ to stay connected. Under the Publications Tab, The 2012 version is slated for publication this summer. you’ll find our Network publication, poster downloads, the Reference Guide, In Focus (similar to a company STARQUIZ StarQuiz is a fun way to learn about the annual report) and the Products & Services magazine. Alliance. Sign up and see how much you know about As well, you can access news from the site on the new the Alliance, and while you’re at it, try to outsmart almost Star Alliance employees mobile website. It is available 11,000 of your colleagues from the other carriers who for any smartphone without the need for an app. Simply have played the game. Employees from Air enter www.starallianceemployees.com into your and EGYPTAIR are the high scorers. Click on http:// mobile browser, and the version you need is automatically starquiz.starallianceemployees.com/ or connect determined and displayed. from the front page of the employee site.

STAR ALLIANCE CONNECTS Staying connected SUPERSTARS PROJECT Getting the Star Alliance with your colleagues is easy with http://www.staral- message to more than 400,000 employees around the world is a daunting task, and one that we count on lianceconnects.com. It’s a networking site where you employees to help us with. If you would like to promote can get to know other employees around the world. You Star Alliance in your workplace, think about joining more can upload photos, search for colleagues, participate in than 400 of your colleagues in our Superstars group to discussions, customise your home page and more. More help us spread the word about the Alliance.Sign up by than 4,800 employees are using the site. Create a profile going to www.starallianceconnects.com, create a and join the conversation! profile, then click on the Superstars group. It’s a closed group, but we will get an email that you wish to join. HOT OFF THE PRESS! The latest issue of our In Focus magazine SOCIAL MEDIA Watch for regular news updates from is now online at http://www. the Star Alliance Corporate Affairs team on Twitter at @ starallianceemployees.com/ staralerts, and for Facebook fans, look for us at http:// publications/in-focus.html. The www.facebook.com/staralliance. issue contains a look back at 2011, and provides a bird’s eye view of the JOIN OUR MAILING LIST Don’t miss any Alliance products and services produced news by joining our mailing list and signing up for RSS by Star Alliance. As well, each month, feeds by going to the home page of the employee look for our Network publication, which gives you the website and clicking on http://www.starallianceem- latest news about the Alliance, its products and services, ployees.com/subscriptions/subscribe-to-our- statistics and a lot more. Go to http://www.staral- publications.html. You can choose to receive our news lianceemployees.com/publications/networkonline/ feeds or links to our publications when they come out. network-2012.html to read this issue, or previous ones, You can also unsubscribe at the same link. and to http://www.starallianceemployees.com/ subscriptions/subscribe-to-our-publications.html to Enjoy the two websites and be sure to let us know how subscribe to receive each issue in your inbox. we’re doing! contents

Just for employees 2

Star Alliance’s 15th anniversary 4 celebrated around the world

CEO Mark Schwab connects 8 with customers on Facebook

Employee marketplace in Shanghai 9 attracts more than 350

Denver marketplace draws employees 9 from four member carriers

New tool helps customer relations 10 teams work together

New training module for handling 11 Round the World fares

New checkin kiosk tested in Munich 12

Task Force to examine fuel efficiency 12

Bits and bites from the member carriers 13

A snapshot of Star Alliance members 14 4 network 6/12

➤ LOS ANGELES STAR ALLIANCE’S 15TH ANNIVERSARY CELEBRATED AROUND THE WORLD

There was a whirlwind of activity on May 14 as employees and customers around the world celebrated Star Alliance’s 15th Anniversary with cake, balloons and special events. For customers, Marketing focused on thanking customers for their

➤ AMSTERDAM loyalty through the years.

Customer Online Competition Star Alliance offered a selection of “once in a lifetime” trips. In a web-based competition participants had to find a virtual aircraft hidden somewhere on the network. The lucky winner and 14 friends can jet off to one of 27 global festivals. Further prizes included a Round the World ticket for two and 15 additional round-trip air tickets to one of the 27 global festivals.

Frequent Flyer Promotion All member carrier FFPs offered their most active frequent travellers a bonus of 15,000 miles/points or

➤ TORONTO equivalent. The bonus will be awarded to the 15 FFP members registered in each programme who travel on the most within our network between now and Nov. 14.

RTW Special Fare A 15% discount was offered on all Round the World fares in for tickets sold up to May 29.

CONTINUED ON PAGE 6

➤ BOSTON 5

➤ NAGOYA network 6/12

➤ STOCKHOLM

➤ AMSTERDAM

➤ BEIJING ➤ LJUBLJANA ➤ HONG KONG

➤ SEOUL ➤ PHILADELPHIA

➤ ZURICH

➤ BRUSSELS 6 Airport Activities Passengers using the Star Alliance branded lounges at Cairo, London - Heathrow Terminal 1, Los Angeles — Tom Bradley International Terminal, Nagoya and Paris — Charles de Gaulle Terminal 1 received a small gift. In addition, lounges provided special cakes and other local celebratory items. At network 6/12 selected airports, economy passengers received celebration cards and vouchers to enter lounges or to access priority check-in so they can experience first-hand a Star Alliance Gold benefit. Angie Abbott, Lounge Manager at the Star Alliance lounge in Terminal 1, Heathrow noted, “Everyone enjoyed themselves. There was a great atmosphere

➤ MUMBAI in the lounge and guests where pleasantly surprised with their gift bags. The cake was perfect and looked great in reception. It was enjoyed by the guests throughout the day.” Employees at airports also celebrated the day. See pages 4-7 for photos from their events around the world.

15th Anniversary decals on Star Alliance liveried aircraft Member airlines added a 15th anniversary decal to their Star Alliance liveried planes.

15th Anniversary pins 15th Anniversary pins were distributed globally in response to carriers’ requests, so that the vast majority of frontline staff could wear these throughout the anniversary year, in accordance with the guidelines given by each member . Other merchandise producing the 15th Anniversary logo has been produced for distribution to clients at events in the coming months.

Facebook In view of the growing importance of social media, Mark Schwab spent two hours online on May 14 and responded live to questions, comments and suggestions from customers on the Star Alliance Facebook page. (See accompanying story)

➤ HONG KONG Celebration Video A short celebration video, featuring employees from across the globe, was posted on YouTube and shown at various events. http://www.youtube. com/user/staralliancenetwork?feature=res ults_main

➤ RIO DE JANEIRO 7 network 6/12

➤ ORLANDO ➤ KUALA LUMPUR

➤ SHANGHAI

➤ CHICAGO ➤ SINGAPORE

➤ GUANGZHOU ➤ TAIPEI 8

CEO Mark Schwab connects with customers on Facebook network 6/12

On May 14, Star Alliance CEO Mark Schwab responded to customer concerns, comments and well wishes during two forum sessions on Star Alliance’s Facebook page throughout the anniversary day.

While some readers wanted help with their integration among our members and this is frequent flyer accounts, others were interested the kind of improvement we are looking to in the Alliance’s future plans. For instance, with implement.” regard to talks with potential member carriers in the Middle East, Schwab noted, “In answer to More than 200 comments came from customers your question on the Middle East. We are not in the two hour-long sessions. Schwab was currently in talks with any new carriers in that pleased with the response, and plans to return to region. We are well-positioned to serve that Facebook for other forum events. market, especially with and EGYPTAIR and with many of our other members also offering connections to the Middle East.”

One reader wondered how service at London- Heathrow would be affected after the sale of British Midland International. Schwab responded, “Star Alliance maintains a strong presence in the UK even without bmi. We have 24 airlines flying there with over 3,000 daily flights. The UK is a very important market for us — in fact we are currently working with BAA on a whole new terminal for Star Alliance at LHR.”

Another reader wanted to know if technology could be created to allow recognition of Gold or Silver status at any lounge, simply by showing a traveller’s frequent flyer number. “Is it an integrated system to do the lookup or only our card would identify our status?”

In response, Schwab noted, “Star Alliance is continuing to work on greater technical 9

Denver marketplace draws employees from

four member carriers network 6/12

EMPLOYEE MARKETPLACE IN SHANGHAI ATTRACTS MORE THAN 350

Timed to coincide with Star Alliance’s 15th Anniversary, member carrier employees in Shanghai gathered at an employee marketplace to learn more about the Alliance and celebrate the anniversary.

More than 360 employees from 12 airlines and ground handling agents attended from , , , ANA, Asiana, , SAS, Singapore, SWISS, THAI, Turkish and United. As well, staff from EVA Airways and — announced to join the Alliance — attended.

Marketplaces are held at major airports at various times throughout the year to help employees learn more about the Alliance and their airline’s role in making the Alliance a success.

At the end May, almost 700 employees from the four Star Alliance carriers in Denver attended a Marketplace. Air Canada, Lufthansa, United and US Airways employees learned more about the Alliance during the all-day event. 10

New tool helps customer

network 6/12 relations teams work together

When things go wrong on a journey, it’s usually the airline’s customer relations representatives that hear about it. Effective handling of a complaint – one that retains a customer’s loyalty — is paramount. “Breakdowns in communication damage customer confidence and are punished by the customer, particularly in today’s environment where bad experiences can be shared quickly with thousands of complaint’s details to be passed from people using social media tools,” one airline to another, and to track noted Carina Roennfeld-Peters, the responses, which are also made Director, Customer Relations & within the tool. At the same time, the Training. “That’s why we’ve developed tool provides data about the types of the Starquest tool — to help customer complaints and the efficiency of the relations departments at the airlines handling process. quickly resolve issues when they “We’ve always promoted the ‘we involve more than one Star Alliance get it, we fix it’ approach to handling carrier.” complaints,” said Roennfeld-Peters. The Starquest tool — available “That means the complaint-receiving now to customer relations teams at carrier is the primary handler and airlines — is a simple web-enabled is the one that responds to the tool that is accessible anywhere customer. Where multiple carriers and allows customer relations are involved, this can mean getting teams at more than one airline in touch behind the scenes with to work more efficiently the other airline involved to get together to resolve extra information or, in some cases, customer problems. arrange compensation. The tool allows a “We don’t want the complaint to be passed along from one carrier to another with no resolution. That doesn’t help anyone. The Starquest tool allows the complaint to be handled by the first point of contact, and monitored every step of the way because the complaints are gathered in one place rather than scattered across various e-mail inboxes.” In the first two weeks of operation, about 400 files were opened in Starquest, with more than 250 of them closed shortly after when complaints were resolved. 11

New training module for handling

Round the World fares network 6/12

Star Alliance’s Learning Network has launched its 13th training module — this one about how Round the World fares work.

“The Star Alliance Round the World ticket is a big hit with customers. Of all of our special fare products, the RTW fare is the most popular. But complexities in the fare rules can make it hard for agents to book and sell the product with confidence,” said Carina Roennfeld- Peters, Director, Customer Relations & Training.

The launch of the Round The World Fare training module introduces frontline ticketing staff and travel agents to the basics of the product. The training distinguishes the Star Alliance Round the World Along with the training module, Star Alliance is Fare product from other round-the-world products planning an hour-long webinar to demonstrate the offered by other alliances. It provides learners with booking process for the RTW Fare product in the a better understanding of the product rules, equips various GDSs. them to sell a Round the World ticket and explain the rules to customers. The Star Alliance Learning Network was launched

a year ago. It comprises a growing set of training The Star Alliance Round the World Fare training and courses that can help employees at the member all of the other modules are available airlines better understand the Alliance and serve through airline training customers better. departments.

There are 13 e-learning modules, ranging from a general introduction to the Alliance to training for frontline staff on how to respond in an emergency. The modules complement training offered by the individual airlines, focusing on concepts that are fundamental to the Alliance, such as the benefits and experience delivered to holders of Star Alliance Gold cards.

“The Learning Network helps ensure that employees have a clear and consistent understanding of what Star Alliance is all about, and the benefits to customers,” said Roennfeld-Peters. “That in turn means that customers have a more consistent Alliance experience regardless of which individual carriers they may fly with.” New checkin kiosk 12 tested in Munich

Star Alliance, in conjunction with the Kempinski Hotel at Munich Airport is testing a new application for a kiosk, TASK FORCE TO which is situated in the lobby of the hotel. EXAMINE FUEL network 6/12 “Customer surveys have repeatedly found that any EFFICIENCY opportunity a customer has to speed the airport experience is a benefit we With fuel costs a major expense for airlines, Star should focus on,” said Anita Elste, Alliance’s Fuel Efficiency Task Force is making strides in Manager, Products & Services. “An helping carriers find ways to save money. off-site checkin kiosk that allows customers to check in on one of At a meeting of 16 member airlines in May, the task force several airlines at their leisure is one has given member airlines the mandate to negotiate on of those advantages that customers behalf of all Star Alliance members when discussing fuel appreciate.” efficiency with their local air navigation service providers. A customer who “Air Navigation authorities determine flight routings as doesn’t have a mobile part of their mandate. If more efficient routings can be phone, or prefers not to agreed on with the airlines, the carriers will reap the use the hotel Internet benefit by using less fuel,” noted Michael Muerwald, can check in for a flight Fleet Coordinator. “This will make it easier for member as they check out of airlines to get more fuel saving flight procedures the hotel on their way approved in air traffic management because of better to the airport. The negotiating power.” Kempinski is providing space for the kiosk, and The task force also exchanged the fuel policies of all 25 the Alliance is providing member airlines, which enables them to see at a glance the technology. The how each member’s fuel planning compares to other project is a pilot to airlines. “This will have the effect that operators who feel ensure the functionality that their authorities require them to plan their flights with works as expected, and too much fuel reserves will now have better arguments that customers find the to convince them to approve more fuel efficient flight service useful. plans, which are already proven in other members’ “We will test the kiosk for several operations,” said Muerwald. “Carrying extra fuel that isn’t months and make any adjustments really necessary to maintain safety guidelines is a waste, we find necessary. If we find that not only because of the extra fuel cost but also the weight customers appreciate the service, the aircraft must carry. If we can reach a consensus with we will certainly keep the kiosk at the authorities on what constitutes reasonable fuel reserves, Kempinski and then look to expand it will benefit the member carriers. the kiosk project to other airports,” noted Elste. She said that Star Alliance-branded kiosks are generally placed at airports where carriers are physically located together. In this case, a collaboration between Star Alliance and the Kempinski allows costs to be shared and provides an opportunity to market the Alliance through kiosk signage. “If successful, we would like to take this to more hotels around the world.” 13 Bits and bites from the member carriers For more information visit the employee site at http://www.starallianceemployees.com/news/member-airline-news.html network 6/12 Air Canada

Air Canada is flying daily seasonal flights Blue1 is renewing the cabin interior of its between St. John’s, Newfoundland and 717 fleet with new leather seats, interior London Heathrow. Air Canada will operate materials and lighting. The modernisation is part the flights until September 30. of Blue1’s new in-flight concept and service design.

Ethiopian Airlines

Ethiopian Airlines will start flying from Addis Ababa to Toronto July 16. The flight will be the only regularly scheduled non-stop flight from Toronto to Africa, and will operate with B777-200LR aircraft.

Air New Zealand LOT

Air New Zealand will add capacity to its LOT has launched an ad campaign to present - Honolulu route October through the company’s rejuvenated image. The March. The airline will add a third weekly theme “LOT — Our horizon is the future” ties -300 increasing the number of in with the changes the carrier has made to seats available by 50%. prepare for the arrival of the B787 Dreamliner.

ANA Lufthansa

ANA announced a company split and will Lufthansa’s new first and business classes restructure as it deals with a more competitive took off on an A330-300 from Munich to environment. All business — except control or Washington, DC. Each seat can fold flat to supervision of companies in which shares are create a lie-flat bed nearly two metres long. held — will be transferred to ANA Holdings, a wholly owned subsidiary of Co. Ltd.

Asiana

Asiana is flying to Honolulu from Seoul twice a week, moving to daily in July. 14

Bits and bites from the member carriers For more information visit the employee site at http://www.starallianceemployees.com/news/member-airline-news.html network 6/12

SAS &

SAS and Singapore Airlines signed a joint United Airlines plans to begin daily flights venture agreement that allows the two between Denver and Tokyo Narita next March, carriers to plan further business opportuni- subject to government approval. Eastbound ties within the partnership, such as the co- flights from Tokyo are to begin April 1 using B787 ordination of flight schedules and joint sales Dreamliner aircraft. activities, subject to regulatory approval.

SOON TO JOIN TAP EVA Air

TAP has added a booking engine that can be used with smartphones and tablets to EVA Air has unveiled a new-generation business the services already available for mobile cabin named Royal Laurel Class. The airline is devices. investing US$100 million to upgrade the top cabins on all of its -300ERs with new, fully lie-flat seats. Details can be found at http://royallaurel.evaair.com/en/.

network

Produced monthly for the employees of Star Alliance member carriers.

Star Alliance Services GmbH, Frankfurt Airport Centre, Main Lobby D-60546 Frankfurt∕Main

Vice-President, Corporate Office: Christian Klick

Director, Internal Communication: Janet Northcote; [email protected]

Editor: Garry Bridgewater, Sherana Productions Turkish Airlines [email protected]

Layout: Turkish Airlines and JetBlue have signed an Rachel Niebergal, Peridot Design Inc. interline agreement to connect the carriers’ [email protected] networks at New York’s John F. Kennedy (JFK) and Washington Dulles (IAD). Turkish has Photos: also signed an agreement with Air Canada for Jens Goerlich, Daniel R. Carneiro, Member carrier employees access to destinations beyond Toronto. 15

A snapshot of the 25 Star Alliance members

Total revenue ($US) $160.9 billion* Airports served 1,293 Annual passengers 648.8 million Fleet 4,256 network 6/12 Daily departures 20,500 Lounges more than 950 Number of Employees 411,218 Countries served 190

* all figures as of April, 2012

Star Alliance Member Carriers Fleet Number of Major hub size employees airports

Adria Airways (JP) 14 452 Ljubljana (A3) 29 1,615 Athens, Heraklion, Larnaca Rhodes, Thessaloniki Air Canada (AC) 352 26,000 Calgary, Montreal, Toronto, Vancouver Air China (CA) 288 24,474 Beijing, Chengdu, Shanghai Air New Zealand (NZ) 102 10,800 Auckland, Hong Kong, Los Angeles ANA (NH) 232 33,183 Haneda, Osaka, Tokyo (OZ) 71 9,041 Seoul Incheon, Seoul Gimpo Austrian (OS) 81 6,000 Vienna Blue1 (KF) 9 350 Helsinki (SN) 51 3,300 Brussels (OU) 13 1,095 Zagreb EGYPTAIR (MS) 79 7,500 Cairo Ethiopian Airlines (ET) 48 5,635 Addis Ababa, Lome LOT Polish Airlines (LO) 54 2,887 Warsaw Lufthansa (LH) 355 39,938 Frankfurt, Munich (SK) 136 12,833 Copenhagen, Oslo, Stockholm Singapore Airlines (SQ) 104 13,929 Singapore Changi (SA) 49 9,223 Johannesburg SWISS (LX) 90 7,644 Zurich TAM (JJ) 156 29,700 Brasilia, Rio de Janeiro, São Paulo TAP Portugal (TP) 71 7,055 Lisbon, Porto Intl (TG) 91 24,563 Bangkok, Chiang Mai, Hat Yai, Phuket Turkish Airlines (TK) 179 15,599 Ankara, Istanbul United (UA) 1,262 86,402 Chicago, Cleveland, Denver, Guam, Houston, Los Angeles, New York (Newark), San Francisco, Tokyo (Narita), Washington (Dulles) US Airways (US) 340 32,000 Charlotte, Philadelphia, Washington D.C., Phoenix SOON TO JOIN , Taca Airlines (AVTA) 150 12,000 Bogota, Lima, San Salvador, San Jose (CM) 60 4,772 Panama City EVA Air (BR) 59 5,489 Taipei Shenzhen Airlines (ZH) 100 8,000 Shenzhen