A global leader in corporate travel

www.fcm.travel Better travel ideas. Greater savings. Welcome to Contents FCm Travel Solutions

Welcome to FCm Travel Solutions 1 FCm Travel Solutions is the The inception of FCm came in 2004 following the consolidation of various highly successful Part of the Flight Centre Travel Group 3 flagship global business travel businesses within FCTG’s global corporate division. retailer of the globally iconic We Personalise Service – Locally and globally 4 Named the World’s Leading Travel Management Flight Centre Travel Group Company by the World Travel Awards for four Our Global Footprint Map 6 consecutive years and servicing a high profile (FCTG). Operating a global portfolio of large national, regional and global We Negotiate – The best deals for you 8 network that spans more than multinational companies, FCm has a lengthy track We Customise – To your priorities 10 90 countries across Europe, record of achieving impressive results for clients. Across our global network we offer a range of We’re Different – The FCm DNA 14 the Middle East, Africa, the leading local and global technology solutions We Guarantee – Better travel ideas and service 16 Asia Pacific and the Americas, to drive efficiencies at every stage of your FCm is recognised as one of travel program. But at the heart of our award- Corporate Social Responsibility 18 winning service, are the people behind these the top five travel management systems. Experienced and encouraged to companies in the world. think outside the square, our people leverage FCm’s global network, expansive range of travel product and leading-edge technology solutions to generate better travel ideas and greater savings for your business.

1 Part of the Flight Centre Travel Group

As an FCm client you will benefit from more As a part of the FCTG, FCm can deliver the than 30 years’ experience in the travel industry, most competitive prices on all corporate which is backed by the strength of our parent and leisure travel needs from airfares to company the Flight Centre Travel Group (FCTG). accommodation, ground transport to FCTG is one of the world’s largest travel agency insurance. Additionally, FCm benefits from groups, with more than 17,000 staff and the strong global presence, established 2,500 stores across its leisure, corporate and industry relations and world-wide wholesale businesses. The company’s turnover recognition of the Flight Centre brand. in 2013/2014 financial year was AUD $16.5 FCTG operates more than 30 retail, billion. After starting with one shop 30 years corporate and wholesale brands, making ago, FCTG has enjoyed remarkable growth it Australasia’s largest and most successful and is in the top 100 publicly listed companies travel retailer and one of the world’s fastest on the Australian Securities Exchange. growing and credible travel groups.

Our Customer Propositions

Unique to FCm are our five core value propositions that underpin our service model. Each star represents a service quality and pledges commitment to our customers showcasing how we deliver real value to the partnership.

We’re Different We Personalise We Customise We Negotiate We Guarantee The FCm DNA Service To your priorities The best deals Better travel ideas Locally and globally for you and service

2 3 We Personalise Service

Locally Power of the network Global footprint Our travel teams leverage FCm’s global FCm has management and operational and globally capabilities to help customers achieve every structures focussed on seven regions possible saving. Our world-wide reach provides including North America, Latin America, added support and security for your travellers the Asia Pacific, Western Europe, Central Wherever you are, we speak and gives our people a vast pool of resources to Europe, the Middle East and Africa. We offer source solutions that can be tailored regionally a network of globally coordinated systems your language. We provide and locally for your individual needs. that provide clients with world-best prices for any travel route at any time of year. 24/7 service delivered by FCm is one of the only travel management dedicated local small teams companies to have full control of its global Since being launched to market, FCm has of travel experts, who are network. FCm’s global business, including equity continued to partner with leading local travel owned businesses and our network partner companies around the world to expand our available online or offline. We operations, are seamlessly integrated to ensure global network to more than 90 countries. will never service you through our service delivery, client offering, products FCm operates 400+ offices worldwide, and technology are globally consistent. Service employs more than 6,500 staff and has a call centre in any of our level agreements, audits and comprehensive a global turnover of AUD $6 billion. countries worldwide. This training ensure all facets of our business meet our global operating standards. offers you the best of both Local expertise worlds; global consistency While our global presence continues to go from strength to strength, we make sure with local expertise. customers have access to local travel teams that have comprehensive knowledge of each market. We can cater to specific language requirements and know the geography of the country you’re booking in as well as local customs, deals and travel requirements. This level of expertise cannot be matched by regional hub servicing models. Our unique level of regionalisation means we can provide added value to your business with local travel management advice and our relationships with local suppliers. This approach enables us to provide your business with service that’s flexible and culturally sensitive.

4 5 Our Global Footprint

NETHERLANDS NORWAY SWEDEN RUSSIA DENMARK IRELAND GERMANY UNITED KINGDOM BELGIUM CZECH RUPUBLIC FRANCE AUSTRIA CANADA SWITZERLAND CROATIA HUNGARY ITALY SPAIN USA JAPAN JORDAN ISRAEL CHINA KUWAIT GLOBAL HEAD OFFICE SAUDI ARABIA UAE REGIONAL HEAD OFFICE MEXICO INDIA PUERTO RICO MYANMAR YEMEN OFFICE HONDURAS EL SALVADOR UGANDA FCm global network

TANZANIA Total Countires: 92+ generating $6b revenue PARAGUAY BRAZIL Offices: AUSTRALIA 400+ across network Staff: 6,500+ across network NEW ZEALAND

6 7 We Negotiate

The best Market leaders FCm Global Fares FCm Client Hotel Program While every corporate travel management Our global fare finding capabilities give our For clients with significant room night volume, deals for you company has access to travel product travel managers access to the lowest prices FCm’s Client Hotel Program provides an including airfares, hotel, car hire and transfer and widest selection of airline seat inventory. expert, end-to-end service that manages rates, what differentiates FCm as a market Our teams track and compare fares and seat every aspect of your accommodation Through our negotiating leader is the volume of travel options our availability on all carriers around the world, requirements. Our people will manage people have access to as part of parent allowing FCm’s travel managers to select the your accommodation supplier selection strength and our company Flight Centre Travel Group, plus best global fare option of the day. FCm Global process; evaluation, negotiation and benchmarking expertise we the way in which we use the product. Fares ensures customers benefit on a number implementation of your hotel program. And can deliver you better travel of levels from measurable savings, better fare in doing so, we will identify where costs Product knowledge options and better availability of seat inventory. can be reduced or spend minimised. deals and greater savings. and application Hotel accommodation Car hire Whether it is your deal or Unique to the FCm business are our people and our deal – we make sure their knowledge of the travel options that are Our people can give your business access FCm offers quality rental vehicles from the it’s the best one for you. available. At FCm our people have an excellent to more than 600,000 corporate hotels world’s best brands at corporate rates. We offer understanding of strategic booking and buying and apartments at leading rates. FCm uses the convenience of no paperwork or queues, which ensures your business maximises savings multiple channels to source hotel rates such with car rental depots at all major international through the effective use of all fare types, car as our Global Hotel Program and our various airports, cities and at various remote locations. hire rates, last minute hotel rates, client specific wholesale operations; Infinity Holidays, Our teams also offer expert advice and negotiated rates and flexible accommodation Explore Holidays and GOGO Vacations. guidance on car rental supplier tenders. rates. The ability of a travel manager to provide FCm’s Global Hotel Program has partnerships the right rates and fares for each business with more than 34,000 hotels around the Door-to-door transfers trip is crucial to the longer-term success of world, including excellent local contacts FCm’s preferred partnership for chauffeur your travel program. Combine this knowledge in the emerging countries of Brazil, services provides clients with global door- with our industry supplier relationships and Russia, South Africa, India and China as to-door transfers and a world-class fleet your company, when partnered with FCm, well as strong partnerships within the of late-model luxury vehicles. Vans, mini- is in the best position to leverage savings dominant hotel chains in these countries buses and coaches are also available in and efficiencies – now and into the future. and destinations around the world. some locations as well as airport meet and greet services at major locations. Global negotiating strength With business in 90+ countries around the world, FCm can guarantee travel industry suppliers a significant volume of corporate and leisure travel business. FCm leverages its global client portfolio to develop secure and lasting relationships with the world’s leading industry suppliers to give customers choice, availability and lowest prices.

8 9 We Customise

To your FCm Portal FCm Online FCm Mobile The FCm Portal is your organisation’s entry Accessible via a single sign-in and integrated FCm Mobile is a branded mobile application priorities point to the FCm technology ecosystem with all FCm travel technologies, FCm Online that can be used by travellers globally outlined on the following pages. It is an online offers extensive booking capabilities to speed through their mobile device, including; travel management tool which is available 24/7 up and streamline the travel booking process. iOS, Android and BlackBerry. The FCm via the web or mobile. FCm Portal provides a Mobile app provides travellers with access We design customised travel Functionality includes: secure online location for your company’s travel to their itinerary details, enables them to programs that match your information and can be customised to suit your • multi-passenger functionality receive flight status notifications, check-in organisation. This single sign-on enabled travel as well as access airport guides, a currency priorities as we recognise • pre and post-trip authorisation that one size doesn’t fit all. resource incorporates online booking tools converter and weather forecasts. (OBTs), your travel policies, traveller profiles as • international booking capabilities FCm Mobile has the ability to integrate with Our innovative and efficient well as a range of FCm products and services. • policy compliance controls view external databases including Travelport. It technology and solutions FCm Portal consolidates and streamlines provides FCm and our travellers with a globally • lowest logical fare drive continuous improvement your company’s unique travel information. consistent application to ensure business It has a range of online capabilities that • exception reporting view travel is quick, easy and instantly accessible. for your travel program. enhance the online experience for travellers, • best fare or rate of the day view Using FCm Mobile our customers not providing a single point of entry for all only have all of their travel information at travellers world-wide – no matter where • air credit management their fingertips but those using the FCm they are based or what OBT might sit Portal product are able to access both behind the FCm Portal to fulfil bookings. • traveller profile management tools using the same login details. Through FCm Portal you’ll have access to: • charter bookings. • all your online tools • traveller profiles • travel policy • preferred suppliers • membership programs • crisis management alerts • conference and event management.

10 11 FCm Secure FCm Expense FCm ClientBank FCm ClientBank Connect FCm Secure is our proprietary travel risk FCm’s expense management technology Offering exceptional data capabilities Unique to FCm Travel Solutions, management platform that drives our global supports flexible finance solutions ensuring for procurement, consolidation, quality ClientBank Connect is a scalable reporting crisis communications process. FCm Secure payment and expense reconciliation is control and output, FCm ClientBank solution that gives customers more assists our people to effectively distribute fast, transparent and integrated. ensures you have the critical intelligence insight into their company travel. news and alerts, and track and identify to identify every possible travel saving. Customers can tailor a solution to suit their With more than 150 content fields, users can affected or potentially affected travellers. needs using invoice accounts or credit cards. Interactive, key performance indicator slice and dice their data in new ways for more FCm Secure provides a unique combination scorecards allow you to track, monitor and in-depth analysis of travel spend and behaviour. of service, support, technology and FCm Expense is compatible with: measure areas in your program with user- intelligence to help clients build a travel risk ClientBank Connect gives customers access • credit cards defined reporting metrics. Use FCm’s reporting management program that suits their needs. to third-party sources to run cross-platform tool to review different program areas with a • individual corporate cards and analytics on travel and non-travel expense data. heat mapping functionality or use ClientBank Secure Start personal credit cards Made possible via data ‘connectors’ that draw to internally benchmark the performance of Free for FCm clients, Secure Start acts as on intelligence from external sources such as • company cards including BTA cards different divisions within your company. an entry point for your business to build a iJET International and Concur, this functionality encompassing enhanced data capability customised travel risk management program. ClientBank’s portfolio of pre-defined reports simplifies the analysis of external data sources. for air travel reconciliation ease including dashboards and KPI scorecards, Secure Start includes crisis communications, ClientBank Connect has an extensive FCm Expense features: as well as on-demand reporting, give you traveller tracking tools and risk management range of dashboards that provide critical detailed analysis on your travel activity. dashboards. These dashboards combine • up-loadable data feed for client analysis that can be used by you or your FCm itinerary data with iJET International finance management system FCm account manager to facilitate travel intelligence so users can see where their program change and improvement. • invoice account solution travellers are quickly, and drill down for Clients can drill down on data elements further analysis. Reports can also be • point of sale or periodic invoicing for deeper analysis and analyse everything exported for further use. Secure Start also • consolidated invoicing from supplier management contracts to gives FCm customers access to a range traveller behaviour or savings and policy of free features, which usually come at • descriptive billing including cost exceptions. Users can also build their own a cost, including customised risk alerts centre information, job numbers, customised reports and dashboards. and GPS- based traveller tracking. project codes and key identifiers

Secure Protect and Outreach • tailored invoicing template to suit your requirements Secure Protect and Secure Outreach include additional paid features such as email and two way communications such as SMS messaging and a global crisis response hotline operated 24/7.

12 13 We’re Different

The FCm DNA Culture of accountability Single business DNA Multinational and national Our people are motivated because they We take full ownership and responsibility for FCm’s global network shares the one business account management have a vested interest in the success of your company’s travel program and consider DNA, which is based on the same philosophies FCm has a global team of multinational and your travel program. We remunerate our ourselves 100 per cent accountable for your and culture. In every country across our national account managers spread across people on how well your program performs travel results. Service level agreements ensure network, you’ll receive professional and Europe, Asia Pacific, Americas, Middle and how delighted you are. The FCm our people remain committed to the success reliable assistance from people that believe East and Africa. Our multinational account model empowers our people at all levels of your program. Commercially driven and in local, flexible and personalised service. managers provide companies that operate to ensure that the buck stops with us. business savvy, our people will treat your FCm maintains global operational standards in two or more countries with integrated business as though it is their own to ensure the that ensure customers receive a consistent travel management programs at both the The personal touch best overall outcome every time you travel. service every time they book with us. multimarket and country level. In Australia, FCm offers local account management in every We know how vital it is for customers The best in the business Personal and dedicated state and territory. Our account managers are to have access to great travel product, experts at change management, developing prices and technology. But at FCm Our corporate travel managers are considered account management and executing travel cost management we consider the people behind these the best in the business. Why? Because by FCm appoints dedicated account managers business plans, detailing objectives, strategies, services a critical part of our business. the time they reach our business, most travel to oversee the needs of each client and build dependencies and measurable targets. managers have already spent at least eight long term relationships with your people. years as a travel consultant or working within No call centres FCm account managers are hand-picked Service level agreements another area of the travel industry. FCm’s team for each new account with the selection FCm does not operate large and impersonal of travel and account managers includes some based on their expertise, approach and FCm develops a Strategic Service Level call centres like many other travel management of the industry’s most senior frontline staff. knowledge of the industry the client operates Agreement (SLA) process and report for each companies. Our unique business model They are travel professionals that have extensive in. Our account managers hold regular client of our clients that measures key aspects of means we can offer personal and local travel industry experience, market knowledge reviews to track your travel performance our service delivery. This allows us to critically management through small focussed teams and well-honed customer service skills. and develop an in-depth understanding of analyse and drill down booking request in every country of operation. For our large- your people and commercial objectives. response times, per booking method, per market clients, we’ll establish a number of small Development and training domestic and international requests. teams that operate under a single service level agreement to meet the needs of each client. FCm’s training programs provide learning Our SLAs ensure the best resource solution modules for all front line staff through to is being provided 100 per cent of the time. Small-team structure our executive leaders. Our programs give employees the right tools and skills to provide Our travel management teams are small, a high quality and streamlined end-to-end operating with between five and seven business travel experience for customers. It travel consultants. Each team manages only also means that our people can advise and a limited number of clients to ensure your guide your business on the most complex business receives personal travel support, of travel management issues; whether that advice and service. FCm can structure travel be service implementation, travel program management teams to suit your individual consolidation, change management, airline needs with dedicated consultants for domestic, supplier negotiations, payment procedures, international and VIP travel where required. emergency evacuation or a policy restructure – we have the people and the knowledge to achieve the best results for your business.

14 15 We Guarantee

Better travel Awards Other Awards Credibility Around the world FCm has been officially • ITAA Best Corporate Travel Agency of In every country of operation, FCm has a ideas and service recognised for corporate travel management the Year, Irish Travel Awards, 2013 proven track record of helping companies excellence by travel industry award programs. • Best Travel Management Company to streamline their travel management. We have a broad selection of travel case A few of these recent awards include: (over £200m annual UK sales) Our guarantee to deliver Business Travel Awards, 2013 studies that demonstrate our experience, World Travel Awards success and competency in managing better travel ideas and service • Best National Travel Management everything from change management to • World’s Leading Travel Management Company Australia, NTIA 2012 service implementation, consolidation, policy is backed by our customer Company, 2014, 2013, 2012, 2011 service model – if we fail • FCm Greater China Business Travel development, supplier negotiations, emergency • Australasia’s Leading Travel Management Management Company of the evacuation and account management. to meet KPIs relating to Company 2014, 2013, 2012 Year 2012, China BT MICE accuracy, efficiency or service • Middle East’s Leading Travel Management • FCm, Irish Travel Industry Awards quality we will refund the Company 2014, 2013, 2012 - Most Innovative Travel Agency associated transaction fee. • Europe’s Leading Travel Management of the Year 2012, 2011 Company 2014, 2013, 2012, • Business Travel World Awards, UK 2009 – 2011, 2010, 2008 Business Travel Management Company(more • Asia’s Leading Travel Management than 250,000 transactions annually): UK Company 2013, 2012, 2011, 2007 • 2008 Supplier Award from Hindustan • North America’s Leading Travel Management Unilever Limited (HUL): India Company 2014, 2013, 2012, 2011 • Galileo Express Travel World Awards 2008 • South America’s Leading Travel - Best Corporate Travel Agency: India Management Company 2014, 2013, 2012 • Mexico and Central America’s Leading Travel Management Company 2014, 2013, 2012 • Asia’s Leading Business Travel Agency 2014

16 17 Corporate Social Responsibility

Across our global network, Our approach Local community assistance FCm values its natural and FCm’s commitment to Corporate Social As part of our CSR commitment, FCm Responsibility (CSR) involves the following: believes in giving something back to those urban environments. Sound communities in which we operate. Our • Operating in total compliance environmental practices worldwide FCm Community program with the environmental laws includes three main types of CSR activity: form an important part of that apply in each country. • FCm Care – Includes our support for our sustainable development • Ensuring our activities and operations are local communities through health- designed to help prevent and effectively policy and we are committed related charity work, house builds for manage any impacts on the environment. to protecting the environment disadvantaged families, support for local • Ensuring we give consideration to the hospitals, orphanages and schools. in our day-to-day operations. environmental practices and standards of • FCm Corporate Innovator – Includes our industry suppliers and other contractors with support for local corporate communities. whom we are seeking to partner, ensuring For example, in some areas of the world they equal our own level of commitment. FCm participates in business travel • Operating as efficiently as possible training programs and other initiatives in our use of energy and materials, designed to encourage and develop including the minimisation of carbon the corporate leaders of tomorrow. emissions and waste generation. • FCm Sustainable Futures – Includes our support for the local natural environs or natural resources in the communities where we operate. FCm Sustainable Futures also includes the day-to-day actions that uphold our own environmental policy.

Carbon emissions In many countries where we operate, FCm has established direct links with environmental groups to provide staff and our clients with the option of offsetting emissions related to their personal and corporate travel. Additionally, FCm also uses a number of strategies to reduce its carbon footprint through reducing energy, waste, increasing recycling and implementing an environmentally sustainable design program for company buildings with guidelines relating to fit-out materials, lighting, water fixtures, fittings and waste management.

18 19 Flight Centre Foundation The Flight Centre Foundation is our charity trust established for a simple reason – to give back. We harness the collective passion and good of the 17,000 people of FCTG in worldwide to provide a brighter future in our communities. Our vision is for the Foundation to become one of the most engaged and effective corporate charitable foundations in Australia and our purpose is: to open up the world to provide a brighter future For our people this means an opportunity to contribute and make a difference For our charity partners this means to support and provide awareness and, through our help, achieve their goals. FCTG is committed to giving back to our communities via the Foundation’s work – charities supported by the Foundation include: • Foodbank Australia • Redkite • Youngcare • Bush Heritage Australia • Cambodian Children’s Trust • Kokoda Track Foundation

20 21 www.fcm.travel

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