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Connexxus Today

Connexxus Today. Connexxus nearing its five year milestone as a UC systemwide travel program Component of the UC Working Smarter initiative UC Central Travel Office growth Balance systemwide savings with value added traveler benefits

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Connexxus Today

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  1. Connexxus Today • Connexxus nearing its five year milestone as a UC systemwide travel program • Component of the UC Working Smarter initiative • UC Central Travel Office growth • Balance systemwide savings with value added traveler benefits • Target of 80%-85% participation, current level at 40% • Advanced information system • Well established network of preferred suppliers and service providers • Entering new phase featuring innovative technology and web portal redesign • Automated UC Traveler Insurance and Security Management process • Continued focus on “choices” for travelers CONNEXXUSTRAVEL

  2. Participation in Connexxus: 2010 vs 2011 Utilization Utilization Goal Data Source: iBank and Campus Estimated Air Travel Spend CONNEXXUS TRAVEL

  3. Connexxus Program Snapshot

  4. Who is STA Travel • Globally • STA Travel, the worldwide leader in student travel, serviced its first customers in 1971. • We now have 330 stores in 14 countries and travel partners in another 64. • STA Travel's success rests on three pillars: • A high profile in target markets • Staff who provide peer-to-peer advice to customers • A product range that matches the price/performance expectations of its customers. • In the USA • Headquartered in the Dallas/Fort Worth area • We operate16 retail stores throughout the U.S. • We are online at www.statravel.com • We operate a 24-hour sales and support center in Chandler, AZ CONNEXXUSTRAVEL

  5. STA Travel Mission • Bringing you face to face with the world • We at STA Travel are PASSIONATE about travel and bring this excitement to our customers. • We work to be RESPONSIBLE to our customers and the environment and always bring a high level of EXPERTISE to every inquiry we receive. • STA Travel employees know that WORKING TOGETHER makes us a dynamic team while being CUSTOMER OBSESSED ensures that you, the client, are confident that we are here for you! CONNEXXUSTRAVEL

  6. Connexxus and STA Travel: The Partnership • UC and STA Travel: History of successful relationships • STA Travel: A Contracted Connexxus Service Provider • A Specialized Provider For: • EAP Programs • Summer Sessions • Faculty Led Group Programs • Quarter Abroad Programs • Other Abroad Programs • Connexxus and STA Travel: • Solid synergies • Fills a service gap • Represents a needed specialty • Enhances Connexxus service network CONNEXXUSTRAVEL

  7. Participation through STA Travel CONNEXXUSTRAVEL

  8. Participation by School Past 12 Months *denotes a retail store is on or near campus. CONNEXXUSTRAVEL

  9. Air Pricing and STA Travel’s SATA tickets • Exclusive fares for students, youth & teachers on the world’s top airlines. • The Best Value for Money • Flexible Conditions Usually Associated With More Expensive Fares • Tickets Refundable and with Lower Change Fees • Tickets valid for 1 year or longer • On-the-road TRAVEL HELP • US Based 24/7 support both on and offline • Chat via Skype, web or 800 number • Support in Over 90 Countries CONNEXXUSTRAVEL

  10. STA Travel’s Global Air Partners- Sample Pricing CONNEXXUSTRAVEL

  11. STA Travel’s Airfare Deposit Program CONNEXXUSTRAVEL

  12. STA Travel’s Travel with Purpose Program • STA Travel believes in the benefits responsible travel can bring to people worldwide and is helping to realize these through its partnership with Planeterra. • Over 80 projects in 34 countries that will have positive impact on local communities. • Projects range from working with animals, in conservation, with children or in communities. • Fully customizable volunteer programs for student and youth groups • Independent projects • Add-Ons to current study abroad programs CONNEXXUSTRAVEL

  13. The Role of the Retail vs Chandler, AZ • STA Travel has retail stores on or near 5 UC schools: UCLA, UC Irvine, UC Berkeley, UC San Diego & UC Davis: • We are active participants in the university community • Kick off meetings at campuses to present partnership • Invited existing contacts in study abroad • Leveraged existing relationships that local staff have on campus with advocates, asked those people for referrals • New business development remained in line with our expertise – students and groups CONNEXXUSTRAVEL

  14. The Role of the Retail vs Chandler, AZ • For any UC customer not on one of those 5 campuses, students or faculty can call a dedicated 800# and will be serviced by specially trained staff in Chandler, AZ. • There are no true “online” transactions at this time. • Calls can “roll” between stores and Chandler to avoid any long hold times and both channels can see and service all Connexxus bookings seamlessly. • Additional our 24/7 Travel Help team is in Chandler and will assist any Connexxus customer who is “on the road” and in need of assistance changing their travel plans. • Requests for Group space made using our online booking portal are actioned the same day they are received. • Depending on the airline a quote can take between 2 hours and 2 days, with foreign carriers generally taking longer. • Space can be held for a $150 deposit per customer • Full payment is not due until 60-90 days prior to departure • Quotes for accommodation, ground transportation, sight seeing, etc can take up to a week as we coordinate with vendors on the ground in foreign destinations. CONNEXXUSTRAVEL

  15. Accountability, Effective Services & Responsiveness • For leisure (individual) travellers we send a Customer Service Questionnaire upon completion of their sale. There are 6 simple questions to encourage as many people as possible to complete the survey: • Of 2,695 Retail Customers surveyed (7% of total served): • 91% of customers scored us an 8+ on a scale of 1-10 on “Would they recommend STA Travel to a friend?” • 95% of customers thought we planned the “Perfect Trip” for them • 94% of customers thought we offered the “Best Value” • All scores lower than a 7 in any area are followed up on by the manager directly with the customer to see how we might improve our service. • Any written complaint or escalated verbal complaint is communicated to Connexxus and the university along with our explanation and solution for the customer. • All customer feedback is responded to the same business day and we aim for complete resolution within 3 business days. CONNEXXUSTRAVEL

  16. What is a Connexxus Booking? • Every single customer who either walks into one of our retail stores on each of those 5 campuses - or – who calls our dedicated Connexxus line is asked during the initial discovery phase of the consultation which school they attend and which program they are traveling on. • Each folder we create is then tagged and reported on monthly. • School • Program details (eg. EAP, Summer Sessions, Independent Study, etc.) • Ticket cost (base and tax) • All flight information (segments, ticket numbers, etc.) • Cars • Hotels • Each booking is sent to iJet for UC Risk Management purposes CONNEXXUSTRAVEL

  17. Systemwide Outreach • Created custom STA information and contact page for campuses • Hosted kick-off mixers at select campuses • Participated in UC EAP’s 50th Anniversary celebration • Met with several campus International Student Union key contacts CONNEXXUSTRAVEL

  18. STA Travel’s Role in Future Growth and Expansion • EAP Partnership • Scholarship Program • Student Ambassador Program • Create buy in with Program Coordinators • Increase promotion of scholarship program to accepted students • Student Groups • Example: Alternative Breaks at UCSD • Short term faculty led programs at all campuses • Continued outreach to campus to reach students and faculty • Mobile offices at UC San Diego, UC Riverside and UC Berkeley • Study Abroad and travel fairs on campus • Brand Ambassadors CONNEXXUSTRAVEL

  19. Connexxus Future Growth & Expansion 2013 - 2014 Air Volume Utilization Rate Transaction #’s Online Utilization Program Scope 20 CONNEXXUSTRAVEL 2012 2014 Current Key Status Indicators

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