Speaking out

2. Speaking out BT Member Survey Ken McLeod – Corporate Director, Advantage

3. Overview Current status of membership Awareness of Advantage offering Future requirements of members

4. Analysis December • 71% member response rate February • 3 BT Forums April • Report to conference

5. Importance rating - topics • Recruitment • Training • Communication • Products • Global Reach • Disaster Recovery • Insurance & Bonding • Technology

6. Recruitment • Barrier to recruitment - cost of utilising a recruitment company.

7. Recruitment • Barrier to recruitment - lack of available staff

8. Training Advantage offered 23 separate training modules in 2011 270 staff trained in-house in 2011 All Fares and Ticketing courses sold out with 100% rating Fares courses rated 100% as important or very important Soft skill courses rated as 77% important or very important

9. Communication • 89% of members read Key2Advantage monthly publication • Business Travel Preferred Supplier emails rated 95% • Business Travel + Focus Newsbites rated 94% • Focus Partnership Magnificent 15 rated 94% • Fares Specials communications rated 86%

10. Communication – Advantage events Focus Champions Conference 95% BT Forums 90% Ad hoc seminars 86% Advantage Conference 85% Hotel Hero Events 83% Supplier networking events 82% Advantage BT only Dinners 75% Advantage Member Dinners 62%

11. Air

12. Air Air sales :- £889 million Expected annual growth :- 7.3% 1st Quarter actual growth : - 8.0%

13. Rail

14. Rail

15. Car hire

16. Ancillary

17. Hotel

18. Advantage Corporate Hotels GDS rate codes used by members

19. Advantage Corporate Hotels • Hotel payments are settled by • On Departure 40% • Billback 33% • Prepaid 22% • 75% of members charge for billback • 58% of members promote leisure travel to their corporate clients • Half of the remainder would consider offering leisure to their clients

20. Traveller Preferences • Free Wi Fi 85% • 24 hour security 55% • Early/late check in/out 45% • Onsite restaurant 35% • Business centre 22% • Airport transfers 20% • Fitness centre 5% • Courtesy of Business Travel Show

21. M.I.C.E. Only 7% of the members’ total business is attributed to the M.I.C.E. sector This predominantly involved Meetings & Conferences rather than Incentives and Events

22. Global reach • 33% of members require overseas TMC partners • Requirement • Fares & Ticketing 92% • Ground Arrangements 81% • Account Sharing 57% • RFPs 52%

23. Disaster recovery 28% of members do not have a disaster recovery plan in place Of those that do not currently have a plan in place 44% require assistance in this area

24. Insurance and Bonding • 73% of members have a bond requirement • ABTA 31% • ATOL 21% • ATOC 15% • IATA 14%

25. Other services • Consultancy Services • HR • Legal • Tax • Accountancy • Finance • Mobile Technology • Marketing • Brokering • Business Diagnostic

26. Systems - GDS • Most important requirements when changing GDS • Quality of the Product – 78% • Financial Benefits – 67% • Pricing – 63% • Contract Renewal Date – 31% • Enthusiasm for change – 25%

27. Systems • Back Office System • 15% of members are considering changing their back office • 28% of members are considering upgrading their back office • Quality Control Product • Only 41% use this product • Self Booking Tool • 69% of members use an SBT • 6% of bookings are made using an SBT

28. Service Level Agreements All Some None

29. Social media in corporate travel Percentage of members utilising social media to communicate with their corporate customers 23% Percentage of members utilising social media to interact with the corporate traveller 27%

30. Technology for the future MOBILE ! “everyone wants mobile technology, but nobody knows what they want to do with it”

31. Mobile 10th March 2012

32. Mobile 25 billionth Apple app was downloaded

33. Mobile

34. Mobile

35. Mobile - Google Wallet

36. Survey Summary