Customer Communication Solutions Tmc 2010 Apm V2

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

Automated PNR Notification and Management Service (“APM”)Outbound Voice Messaging Service for Passenger Account Management

Presentation-TMC2010

AcuFlight, Inc.


AcuFlight

A “touch less” service that automates non-revenue generating tasks by live travel counselors

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

A complement to Internet and live Agent travel services

An automated solution to reduce live agent costs by up to 90%

A rapid rate of return of investment solution

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

A seamless integrator of GDS, third-party solutions, databasesand live customer support


Skilled agents generate thousands of phone calls per day arising from

issues relating to reservations:

• Schedule changes• Canceled flights• Trip advisory/Intelligent Trip Monitoring• Invalid credit card information• Confirmed hotel and auto rental rates not available• Notification of unused tickets• Notification of pending trip approval• Missing e-mail addresses

present situation traveler notification


present situation traveler notification

Live agents manually process reservations:

• Sort reservations in data queues• Advise passengers of issues and action needed for accurate

reservation fulfillment• Change reservation status and document record

• Agents unavailable for revenue-generating calls• Emails often undetected by customer; SPAM• Labor-intensive customer calling• Human error• Email notification NOT measurable

Average = 2 calls + 1 email


Automated PNR Notification and Management Service™ (“APM”)

1. Automatically monitors GDS inventory queues2. Sorts reservation by problem and priority3. Identifies passenger by phone number field4. Sends outbound voice message to passenger’s preferred phone5. Advises passenger of problem; relays solution and provides scheduled time to speak to an agent as a customized remark6. Modifies GDS reservation status7. Reports call outcome and creates remark in GDS8. Returns reservation to inventory queue9. Sends report of APM activity to agency

AcuFlight’s solution


benefits of AcuFlight

Benefits to Travel Management Company:

1. 100% touch less service2. Measurable form of communication. No risk of SPAM3. Savings up to 90% of cost for live agent handling4. Substantially reduces airline debit memos5. Enhanced customer communication6. Immediate ROI7. 100% accuracy; no human errors8. Assignment of skilled labor for revenue-producing tasks and customer interaction9. Flexible and changeable means of notifying customers of promotions, new services and co-branding services and products

Benefits to Traveler:

1. Accurate and timely solutions2. Provides PNR locator, date, problem and next-steps solutions3. Saves time4. Prevents inconveniences and unanticipated expenses5. Informs of promotional opportunities

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

outbound Flow

GDS QUEUES PCC Voicemail Web Services Email

INVENTORY QUEUES ACUFLIGHT PASSENGERS FULFILLMENT

Q1

Routine Schedule Change Q2

Canceled Flight Q3

Changes in Flight Status Q4

Invalid Form of Payment Q5

Unused Tickets Q6

Pre-trip Approval

Agent Desk Top Customer Support

AcuFlight

TRAVELER

On-Line Service APM

Service

Q U A L I T Y C O N T R O L

AcuFlight

GDS Queue Advise Traveler Traveler Action

Auto-Attend Service


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

Company contacts for presentations and demonstrations:

Suzanne M. Newman, President, [email protected]

Donna Christine Billera, Client Development [email protected]

contact

Be sure to ask about our current PROMOTIONS and

other Services: Inbound Auto-Attend™ After-

Hour Supplemental Services

Business

Customer Communication Solutions Tmc 2010 Apm V2