The document outlines the corporate vision of Sairgroup, emphasizing the growing importance of personal mobility and customer service integration between Swissair and Swissotel. It details strategies to enhance customer experience for Qualiflyer members, such as advertising and loyalty incentives, while also highlighting the need for integrated systems to improve service quality and increase profitability. The future of travel services requires personalized experiences and effective alliances to remain competitive in the market.

2. Corporate Vision We believe that the significance of personal mobility and the availability of goods at all locations at all times will increase in the future. We address the resulting challenges and responsibilities by systematically emphasizing safety and quality while offering preflight and post flight services to safeguard long-term growth.

3. SAirGroup Companies

4. Objective To demonstrate how the integration of Swissair and Swissotel IT-Systems would enable the SAirGroup: to integrate flight and hotel services to provide better customer service to increase rates at Swissotel to better leverage their data collect more information of customers to cross-sell products to Qualiflyer Members to prepare for the future

5. Current Strategy – Increase Swissotel Stays of Qualiflyer Members Advertising in In-flight Magazine In-flight Commercials Qualiflyer Statement Stuffers/Offers Bonus Qualiflyer Miles Exclusive Qualiflyer Priviliges Complimentary In-Flight Swissotel Booking

6. 81% out of 1,517 members stayed only once 70% out of 14,000 members stayed only once

7. 14 out of 20 hotels

8. Quality of services Prices Low Low High High Ritz Carlton Four Seasons Marriott IBIS Novotel Swissotel

10. An Integrated CRM Strategy Critical Information flows between Swissair and Swissotel Customer Service integration Customers perceive higher level of customer service Swissotel can increase average rate Easier to utilize e-commerce platform for cross-selling Swissair Customer Care System is enhanced

11. E>Marketing Opportunities € 10,8 Million Utilize swissair.com and e>confirmations to contact with marketing message as ticket is purchased. Target Customer: has destination served by SL is a Qualiflyer Member with targeted hotel rate use Bonus Miles as incentive

12. Customer Service Enhancements with Integration 8719 Customized Menu Late-Arrivals Misrouted Luggage In-flight Internet Services System Swissair Customer Care Service (SwissConnection) 352

13. Customer access to in-flight internet service system Customer obtaining information from the system Customer check-in, SwissConnection, dinner reservations, etc. Information analyzed and store by the system In-flight Internet Services System

14.           BRAND QUALITY NETWORK S FRAGMENTED SERVICES DISCOUNTS W PARTNER WITH AA ENTER ONEWORLD ADD NEW LOCATIONS O IMITATION DECREASE IN TRAVELLING EXPENSES T

15. Financial Perspective Internal Business Pespective Innovation and Learning Perspective Customer Perspective Return on Capital Employed Sales Growth Customer Lifetime Value Satisfaction Score Total Quality Management Employee Empowerment % of Sales from New Services Service Innovation Capability Market Share Customer Acquisition Customer Retention Customer Satisfaction Customer Profitability

16. The Future Global Airline Alliances Increasingly Important Integrated Travel Services Customers Want Personalized Experiences If the SAirGroup cannot provide integrated airline/hotel services, the competitor will.