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Presentation of the BlueLink Group Press contact: Aurélie Sutter Communication & Brand Image Director +33 (0)1 58 68 23 17 asutter@bluelinkservices.fr Internet website: www.bluelinkservices.com Twitter : @BlueLink_Group

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CONTENTS THE BLUELINK GROUP IN A NUTSHELL p.03 OUR VISION ON CUSTOMER RELATIONS p.04 OUR VALUES p.06 OUR ASSETS p.08 HISTORY p.09 OUR SOLUTIONS p.10 OUR CLIENT REFERENCES p.12 LABELS AND CERTIFICATIONS p.14 SOCIETAL RESPONSIBILITY p.16 MANAGERIAL TEAM p.21

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THE BLUELINK GROUP IN A NUTSHELL An Air France subsidiary created in 1992, BlueLink provides support in designing, implementing, running and developing your customer relations, to make them a key success factor in companies’ brand strategy. Consultancy and strategy, Customer relationship management, Customer knowledge are the differentiating expertise that embodies the Group's added value. Specialised in the travel sector (and namely air transport), tourism, luxury and culture, BlueLink achieved a turnover of 60.9 million Euros in 2014. With advisor-ambassadors, interconnected sites throughout the world, centralised information systems, a dedicated contact person, and a thirst for innovation, the group offers the most appropriate services for the challenges you face, creating a win-win situation based on mutual trust.

• 4 expertise centres* (Ivry, Prague, Sydney, Mauritius) • 7 service centres (Amsterdam, Antananarivo, Canton, Delhi, Lens,

Monterrey, Sofia) • 1100 employees throughout the world

*Expertise centres: sites in which processes are defined and developed, on reliance on analysis of customer feedbacks, to be subsequently deployed in the service centres. For a better familiarity of the realities on the ground, each expertise centre is also a fully-fledged service centre.

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OUR VISION ON CUSTOMER RELATIONS

Our vision

By facilitating access to information, by favouring self-care and by empowering customers, digital has dramatically upset the enterprise-customer relationship. In a world filled with virtual relations, brands must recreate the bond with their audiences by taking into account the new relational models. We at BlueLink do believe that human interactions go a long way towards it, regardless of the channels. Caring and paying attention is essential to reassuring. “Inexorably, the world is going digital. And the more digital it is going, the more people will be at the core of relations and corporate success. Customer relations are not a cost, they are an investment of prime importance”, points out Tanguy de Laubier, Chairman and CEO of BlueLink. H2H relationship: Human to Human For BlueLink, the physical distance between an advisor and his customer requires restoring this missing proximity, in order to engage in a genuine relationship with the brand. “Distant customer relations… did you say distant? The art of the advisors in contact with customers is to erase this distance, to cause customers to forget about it, and to turn it into proximity, into closeness. In short, intelligence, emotion, that is: the human being in all his aspects. They are the true ambassadors for the brands they work for”, says Tanguy de Laubier. BlueLink is now turning the chapter of B2C, to open that of H2H: Human to Human. “With social channels, the brands experiment a more open, a warmer and closer relationship with their customers… in a word more human! This has an impact on all the communication channels that used to be very formatted”, points out Sylvie Ramaroson, Innovation & Marketing Director. “For that matter, we can see that customer-preferred brands are those which get back to basics, and deliver their products and services in compliance with their values, their image, and their history. One of the keys is to succeed in working on translating the brand’s promise and advertisement into action, so as to interact with the customers across channels.”

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Our mission BlueLink’s mission is to assist organisations with designing, implementing, conducting and developing their customer relations, with a view to making it a deciding factor of success in their brand strategy. “We are convinced that successful businesses are those which have incorporated customer relations as an essential component in their value chain” says Sylvie Ramaroson, Innovation & Marketing Director.

Our positioning BlueLink is a subsidiary of Air France, which has worked in partnership with its parent company ever since its inception, in order to develop its loyalty program and to offer the best-suited services to the airline’s best customers. For 20 years, the BlueLink Group has also worked in partnership with other prestigious brands. The objective: to provide organisations and their customers with added-value solutions throughout customer journey. This “win/win” approach, based on mutual trust is very distant from the usual client/sub-contractor pattern typically associated with the relationship maintained by enterprises and outsourcers. Which is why BlueLink describes itself as a value-sourcer, working in co-construction with each of its clients, and committing itself on results. By way of examples, the Group is developing new business models based on value-generation.

From service provider to partner • Support throughout all of the customer journey • Business models based on commitments and results • « one-to-many » managed through social media • Customer marketing and strategic recommendations • From B2B2C, to H2H: Human to Human

Main metrics • Additional revenues • Customer Effort Score (CES) | Net Promoter Score (NPS) • First contact resolution (FTF, FCR) • Cost per customer or cost per customer base + performance-related

bonus scheme

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OUR VALUES Empathy In order to build thoughtful customer relations between brands and their customers, and in spite of doing so remotely, empathy is our key value: understanding another person’s emotional state with the rational mind, neither criticising nor mistrusting that it is their current reality. This is why our staff work in an environment that is fully outward looking, aware of its role in civil society. For Tanguy de Laubier, “the job of advisor is a demanding one but it is so talented. In a relationship, 80% of communication is non-verbal. What about our advisors then? At a distance, they’re only left with 20 % of their capability. Even then, it’s the very best case scenario, as only 20% remains for oral communication. In writing, it’s even less. Think of the talent of these women and men, managing to come up with solutions for stressed-out, irritated or worried customers. What is their prime quality? It’s empathy. This capability of listening, getting others to express themselves, rephrasing without any hint of arrogance, ever, but on the contrary with a touch of humour oftentimes necessary. And patience, and courtesy, and kindness too, plain and simple!”

Diversity BlueLink ensures a worldwide coverage in 28 languages, thanks to its centres based on all continents, and employs native speaker advisors. Since cultural diversity is thus an integral part of BlueLink’s DNA, the group has chosen to work on all aspects of Diversity, in the broader sense of the term. A “Diversity and Handicap” initiative was launched in 2007.

Collective intelligence “We all know that it is possible to measure any individual’s IQ: but what we probably don’t know, the intelligence of a group can also be measured. But this collective intelligence is not the sum of all individual IQs. A group has an IQ of its own, chiefly depending on the diversity of its members and the proportion of women. The higher the proportion of women is, the more efficient the group is! This is not a matter of gender, it’s a matter of listening and getting the other to express themselves”, says Tanguy de Laubier.

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Audacity Because customer service never ceases to evolve, established leaders of the industry cannot just be satisfied with applying well-established approaches, and restrict themselves to being underlings of corporations only out to cut down costs at the expense of quality. Ensuring professionalism… In the customer relations industry, it relies on two cornerstones:

• Employees’ skills • Organisation and tools

… And knowing how to think out of the box Learning how to dare, and to think out of the box, when it is beneficial for the client, whether it is an organisation or a consumer.

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OUR ASSETS

• A tailor-made strategic guidance: as each company is unique, BlueLink’s experts review the issues at stake on a case-to-case basis so as to offer tailor-made customer relations solutions, ranging from service delivery to commitment to results helping to the achievement of the organisation’s strategic challenges.

• A centralised customer relations steering throughout the world:

o Worldwide coverage 24/7/365 in 28 languages with native speaker advisors

o Service centres interconnected throughout the world o Multimedia solutions ensuring handling and crossing of all

communication channels

• Brand ambassador advisors: our advisors have the willingness to take good care of each customer in order to provide him with a personalised and seamless experience throughout his journey, regardless of communication channels.

• A diversified ecosystems of partners (technological and business experts), to build bespoke propositions;

• A unique contact person, close to the brands: we assist customer relationship projects nationwide and worldwide, and we put a dedicated expert at each brand’s service. With expertise centres based in main geographic areas, our organisation favours proximity, key to providing brands and their customers with a caring relationship, focused on added value and personalised service.

• A commitment on results: value creation for organisations and their customers, with binding metrics on results.

Native speaker customer advisors in 28 languages : French, English, German, Italian, Spanish, Portuguese, Brazilian Portuguese, Czech, Slovak, Bulgarian, Russian, Polish, Hungarian, Romanian, Serbian, Danish, Dutch, Finnish, Norwegian, Swedish, Cantonese, Mandarin, Japanese, Thai, Korean, Indonesian Bahasa, Malay Bahasa, Greek

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HISTORY 1992 Creation of Fréquence Plus Service SA, subsidiary of Air France; then

further development of the company with the acquisition of new clients. 2001 ISO 9001 certified, version 2000 (renewed in 2004). 2003 Creation of the Prague centre, specialising in customer claims, in

partnership with Europ Assistance 2005 Merger of Air France and KLM’s loyalty programs and creation of Flying

Blue, first European loyalty program, managed by Fréquence Plus Services.

2007 Expansion of the catalogue of services in the customer relationship

management sector. Full buyout of the Prague subsidiary 2008 Fréquence Plus Services becomes BlueLink. BlueLink obtained the

Corporate Social Responsibility label (renewed in 2010 and 2014) 2009 Creation of the Sydney centre. BlueLink obtained the “Palmes de la Relation Client 2009” (“2009 Contact

Centres Award”), BlueLink was only outsourcer on the podium and was awarded the third prize of the corporate citizen (also won in 2010).

2010 Creation of the Mauritius centre 2011 NF Certification, Customer Relation Centre EN 15838 (renewed in 2012,

2013 and 2014) 2013 BlueLink won the Special Jury Award for 2013 Corporate Citizenship

Award 2014 BlueLink won the 2014 Corporate Social Responsibility Award in the

category “social policy towards employees” for its “Diversity & Handicap” initiative.

HOP! for which BlueLink manages all of it customer relations, is elected Customer Service of the Year 2015, in the category “collective passenger transport”.

2015 BlueLink funds the Aïna Enfance & Avenir children’s charitable association The Group is certified PCI DSS 3.0 for all its centres worldwide

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OUR SOLUTIONS

CONSULTANCY & STRATEGY

Customer relations engineering • Omnichannel Customer Experience • “Web & Social” Customer Service • Voice of the Customer Programme • Customer Relations Excellence Programme • Operational Excellence Programme • Fraud Detection and Prevention Outsourcing Customer Relations • Opportunity and Impact Study • Test & Learn Pilot Optimisation of Customer Relations • Modelling Business Forecasts • Resource Sizing and Planningressources • Modelling Flow-Management Strategy

CUSTOMER RELATIONS MANAGEMENT

Customer Relations Services Web-assistance Customer Relations on social networks Loyalty programme customer services "B-to-B" Assistance Purchasing and Sales Crisis Management Platform Fraud Prevention and Management Back-office Support

CUSTOMER KNOWLEDGE Monitoring Customer Knowledge • Business intelligence • Studies, Observatories & Forecasting Voice of the Customer Monitoring • Auditing & Strategic Recommendations • Construction & Implementation of a Voice of

the Customer Programme Listening Methods • Push Technologies • Pull Technologies

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OUR CLIENT REFERENCES Travel sector Examples of operations in the travel sector:

• Flying Blue loyalty program management • Booking management • Sales and after-sales management • Ancillary products management • Social customer care • Information on products and services • Web support • Help desk • Baggage assistance service • Baggage claim management • Commercial claim management • Crisis management • Airline staff ticketing management • Personalised and seamless assistance • Flight irregularities management (commercial and airfreight) • Quotations (B2B)

HOP! won the Customer Service Award of the year 2015 in the category « collective passenger transport » : BlueLink has managed all of the airline’s customer service since its launch in 2013.

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Luxury and culture sectors BlueLink manages the customer service of a luxury brand which wishes to have its name withheld (confidentiality agreement). BlueLink has also been working since September 2014 for the Fondation Louis Vuitton, which is due to open on 27 October 2014.

Examples of activities in the luxury sector:

• Customer service: management, distant selling, fashion boutiques’ phone line management

• E-commerce: customer service, web support, order validation • Fraud prevention • Information, individual, group or ticket holder reservations

Other sectors Examples of activities:

• Information on products and services • Reservation management • Sales and after-sales management • Organisation of trips or events • Cross-selling, up-selling: information, sales and telesales • Customer service • Assistance / Helpdesk (B2B) • Claim management (B2C and B2B)

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LABELS AND CERTIFICATIONS

BlueLink has been certified NF Service “Customer Relation Centre” EN 15838 for all of its centres worldwide, including the subcontractors.

This certification delivered by AFNOR Certification attests to the quality provided by the customer service to the end-customer. Some of the strong points put to the fore during the different audits:

• Strong commitment of employees in the quality policy • Customer advisors with very high language skills • Analysis on customer feedbacks, which are subsequently shared with the

partner client, with a view to enhancing customer experience • The high number of quality evaluations, higher to the requirements of the

standard • Centralised management of interactions, and real-time adjustment of

resources • IT infrastructure’s efficiency

BlueLink obtained the Corporate Social Responsibility Label in 2008. Since 2014, the group’s four centres have been certified. The CSR label aims at promoting the best social practices of the players of the customer care sector.

For BlueLink, getting the CSR stands for:

• Mobilising all the management and the company around managerial and social responsibility

• Being committed to an ongoing improvement loop of social practices audited every 3 years by an external and independent committee

• Ensuring clients of BlueLink’s commitment in that respect.

BlueLink is certified PCI DSS for all its centres worldwide

By obtaining the PCI DSS 3.0 certification for its 4 centres - Paris, Prague, Sydney and Mauritius - BlueLink guarantees its clients the compliance with the highest standards in terms of data security and confidentiality for transactions made via bank cards.

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SOCIETAL RESPONSIBILITY BlueLink has always stood out by the diversity of its employees. Focus on the Ivry-sur-Seine centre:

• Multiculturalism : more than 30 nationalities represented • Gender parity : 67% of women, and 50% to managerial positions and

executive board • Youth and senior employment, with employees aged 19 to 68 years old

o Senior employment: employees aged over 45 are offered a “second half of career” interview, with the aim to take stock of the first half of the career, and to help the employee to build a vocational project afterwards.

o Work-study contracts: incorporation of dozens of apprentices or youth under professional qualification contracts every year and in partnership with INFA (Institut National de Formation de d’Application – French Institute for Training and Application)

• Handicapped workers: 7.3% of disabled workers

A proactive handicap initiative

In Ivry-sur-Seine, the BlueLink’s handicap initiative launched in 2007 helped the company to increase its disabled workers rate to 6% in 2001, up from 0.4%. The “diversity & handicap” mission assists disabled workers on a daily basis.

Since March 2014, the disabled workers rate is 7.3%. This initiative is based on 4 orientations: 1. Increasing awareness and communicating Target: to exchange, to communicate and to understand what handicap is all about in the corporate world as well as in everyday life.

Furthermore, the company signed a Diversity Charter in March 2011. This charter, which gathers more than 3000 signatory enterprises, testifies to the corporate commitment in favor of cultural, ethnic and social diversity.

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Since 2007, BlueLink has organised awareness raising events in the framework of the national awareness week for the employment of disabled people: initiation to French sign language, tour in a wheelchair, blindfolded walk, “art and handicap” workshop, disability football, exhibitions around the theme of handicap, theatrical performances etc. 2. Facilitating recruitment and induction of new disabled workers. This is achieved through a cross-departmental joint thinking on our capability to welcome and incorporate disabled people as well as to bring them daily assistance. 19 employees received training to be a reference mentor for disabled workers. 3. Helping in employee retention Target: to provide a “fair-solution” compensation that meets a need or a lack. Compensation is tool aiming at fairly lessening disadvantages and building equal opportunity. The premises are reachable to persons with reduced mobility, the layout of the workstations and organisation of work time have been put in place. The “Diversity & Handicap” mission also assists employees with putting together grant files. 4. Resorting to the protected sector. Target: to involve the protected sector in purchasing processes. Actions in favour of employment of disabled persons and awareness-raising events are also carried out in other centres of the Group.

Societal commitment through sponsorship programme Partnership with wheelchair rugby Since 2013, BlueLink has been a partner of the wheelchair rugby’s federal commission of French Disabled Sports Federation. Team spirit, self-transcendence, courage and respect are the values conveyed by wheelchair rugby, the only collective co-ed sport in manual wheelchair accessible to tetraplegics. This partnership is based on 2 objectives:

• To promote the access and practice of wheelchair rugby in France • To support France’s wheelchair rugby team

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To support the players participating in the first world championship in August 2014 in Denmark, BlueLink organised a contest with the chance of winning 3 trips for 2 persons to support the French team;

Mécénat avec Aïna

Since April 2015, BlueLink has provided its support to the “Aïna Enfance & Avenir” association (Aïna Childhood & Future”). Aïna is intended to reinvent children’s lives in Madagascar, one of the poorest countries in the world, and to help them to build a future for themselves.

Created in 2005, the association works in 3 areas: • Implementation of organisations adapted to the children’s needs • Improvement of the children’s daily lives • Help to education Since 2011, Aïna has dealt with teenage mothers and their underprivileged babies.

Support of the Transavia Sportera Handi’Cap team BlueLink supported the Transavia Sportera Handi’Cap team during the 2013 Marathon of Sands edition.

It was a bit of a wild gamble for the team: bringing along a youth and two disabled young adults in order to share with them this journey in the Morrocan desert by involving them in the preparations of the race of the day, racing and the night’s bivouac.

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Preparation to the 204 La Parisienne edition On a proposal from a female employee, BlueLink put together an all-female running team of 20 during the “Challenge Entreprise de la Course Parisienne”, which raises funds for medical research against breast cancer.

Skill sponsorship programme with the

Between 2008 and 2014, BlueLink has seconded voluntary employees to the emergency hotline for the homeless, for a renewable period of 6 months.

Societal recognised role BlueLink has illustrated itself for its societal initiatives on several occasions.

Palme de l’entreprise citoyenne (Corporate Citizenship Award)

In 2009 and 2010, BlueLink won the third prize of the “Palme de l’Entreprise Citoyenne”, granted by the AFRC (“French Association for Customer Relations”), for its “Diversity & Handicap” initiative and its skill-sponsorship programme with the Samusocial de Paris.

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Trophée national de l’entreprise citoyenne (National Corporate Citizen Award)

In 2013, BlueLink obtained the Special Jury Prize of the “Trophée National de l’Entreprise Citoyenne” organised by the CiDAN Association in the category Large Enterprises for the skill-sponsorship initiative developped with the Samusocial de Paris.

Trophée Défis RSE (Corporate Social Responsibility Challenges Award)

BlueLink won the CSR Challenges Trophy in the category “Social Policy towards the employees: gender equality, diversity, worklife quality”, for its Diversity and Handicap initiative.

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MANAGERIAL TEAM Tanguy de Laubier Chairman and CEO of the BlueLink Group An engineer by training, Tanguy de Laubier began his career at Elf and then came to Air France in 1979. His career at the airline is characterised by three very different jobs: airline operations, ground operations and catering. As a head of the airline operations department, Tanguy de Laubier held various managerial positions, especially heading the planning division and security division. He was later named Executive Director for airline operations. For ground operations, Tanguy de Laubier was Station Manager in New York, then in Marseille, and was then promoted successively: Director of French Provincial Stations, Station Director at Orly, Director of French Provincial Stations and Orly and finally Hub Director at Roissy - Charles de Gaulle. Tanguy de Laubier was Catering Manager at Orly and Human Resources Director at Servair, an Air France subsidiary specialised in airline catering. He joined BlueLink in 2005 as Chairman. Tanguy de Laubier has been Chairman and CEO of the BlueLink Group since April 2014. He is also Chairman of the National Federation of Commercial Aviation.

Marania Boixière Innovation & Development Director After studying business in France and Australia, Marania Boixère joined the airline and tourism industry and held senior positions in marketing and business development sectors. Thus she began her career in catering within LSG SKY Chefs France, before joining Air Tahiti as a Head of Marketing and Business, in charge of promoting and marketing the company at global level. Thereafter, she joined Airlinair as a Network Manager with a view to ensuring the development of company and to facilitating the shift to digital technology. Since 2009, she has assisted BlueLink’s evolution in an ever-changing market which requires rethinking “outside the box” the relationships between the brands and their customers. Marania Boixière has been Innovation and Development Director of the BlueLink Group since 2013. With her team, she strives to offer customer relationship solutions with a view to generating value through customer journey, satisfaction and experience.

Marc Breiner

BlueLink Group’s Operations Director Marc Breiner has developed an in-depth knowledge of all the customer relationship trades. After a first experience as a customer advisor at BlueLink – formerly

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Fréquence Plus Services – he quickly assumed managerial functions. He was then appointed Operations manager of Air France’s former loyalty program Fréquence Plus, and participated in the creation of the Flying Blue program. Later Marc Breiner joined BCD Travel, a network of business travel agencies, as the Operations Director. In 2007, he joined BlueLink’s teams again and was in charge of managing the group’s Czech subsidiary. With the setting-up of Sydney and Mauritius’ centres, and centralised flow management of different activities within the group, he took over the management of BlueLink’s international operations. As a Director of the Group’s Operations since 2010, he has been in charge of all the BlueLink centres in France and abroad.

Françoise Lorent Economy and Finance Director Graduated from Science Po Paris, holding a Master Degree in Law and Accounting, François Lorent joins the Finance Division of the Air France Group in 1981, at the aircraft purchasing department. Afterwards she ensures the audit of the Group’s subsidiaries and subsequently overseas branches, before joining the MERIDIEN group and steering the economy of development projects. In 1997, Françoise Lorent is appointed Director of Economic and Financial Affairs of Amadeus France, and then she returns to Air France where she is appointed Head of Internal Audit. She is entrusted with setting up an internal audit function common to Air France and KLM complying with the international auditing standards, and developing a risk management scheme. Since January 2014, François Lorent has been Director of Economy and Finance of the BlueLink Group. Her mission is to implement an optimal management environment conducive to delivering the best customer experience and supporting the company’s development at the service of all its stakeholders.

Henri Coursol Human Resources Director After completing his studies in corporate management with a specialisation in human resources, Henri Coursol came to Air France in 1976, where he held various senior management positions, in operations, quality, human resources management and social relations sectors. For 10 years, he has been teaching in the CELSA HR Master course, and is a councillor at the Labour Court in Bobigny. Henri Coursol has been the Human Resources Director since November 2012.

Stéphan Laluque Information Systems Director Stéphan Laluque started his career in 1998 as a Systems and Networks engineer within Umanis’ IT department. He rapidly assumed managerial responsibilities and

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contributed to developing Information Systems towards its international subsidiaries. Stéphan Laluque then became an IT manager. In 2004, he joined BlueLink as an IT operations manager. In 2009 Stéphan Laluque was subsequently promoted to head of IT, and then assumed the management of the Group’s IT in 2013. His main mission is to provide support for BlueLink’s development by implementing sturdy, efficient and cutting-edge Technological Solutions in line with the Group’s strategy.

Aurélie Sutter Communications and Brand Image Director With her Masters Degree in business and international organisations communications from the Celsa at the Sorbonne, Aurélie Sutter started her career path with various missions in agencies, especially in the events communication sector, as well as with transportation sector companies, managing internal and external communication. She joined the BlueLink group in January 2007, which was then undergoing deep change, in order to set up a global communication department and especially to manage the company’s name change project, which became “BlueLink” in April 2008. As a Head of Communication, she developed the brand’s new universe with her team, as well as all the communication material. She has assisted BlueLink for 7 years in its transformation and its development, the group has been henceforth present in France and abroad with the mission to make customer relations a key factor in the company’s strategy. Aurélie Sutter has been the Group’s Communication and Brand Image Director since January 2014

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