Post Conference Survey Results Pass Bureau Association October 8, 2018

1. Post Conference Survey Results Pass Bureau Association October 8, 2018

2. 2018 Post Conference Survey In A Nutshell Together, we all gathered for our annual event of exchanging best practices in beautiful Buenos Aires. Your Board worked hard to ensure you walked away with the feeling that we were committed to ensuring the longevity of our 51 year old association. Thank you all for taking the survey and sharing your thoughts about the conference. It was by design that it was anonymous so we could get honest feedback. In the end, my view is that the overall membership is happy with the new direction. But rest assured, we won’t rest on our laurels. We will continue to incorporate your feedback to ensure that our ongoing conferences are a success. I’d like to share with you the results of the survey in the following slides. Each slide is broken down by the themes found in your comments. If someone else had the same sentiment I added another tick to represent the comment. Additionally, we received numerous emails from many of you. The attached slides will show you the results by percentage. As a membership, what we liked and disliked the best, as well as where are our biggest opportunities are for the future.

3. Post Conference Survey Results • Overall, how would you rate the 51st annual Pass Bureau Association Conference? • 23 Respondents • 82.61% Very Satisfied • 17.39% Satisfied • Nobody indicated that they were neutral, dissatisfied, or very dissatisfied • How well was the conference structured? • 23 Respondents • 69.57% Very Satisfied • 30.43% Satisfied • Nobody indicated that they were neutral, dissatisfied, or very dissatisfied • Based on your experience at this conference, how likely are you to attend future conferences? • 21 Respondents • 76.19% Very Likely • 19.05% Likely • 4.76% Neutral • Nobody indicated that they were unlikely or very unlikely

4. Conference Logistics • Date and Time of Conference • 23 Respondents • 60.87% Very Satisfied • 34.78% Satisfied • 8.70% Neutral • Nobody indicated that they were dissatisfied, or very dissatisfied • Location of Conference • 23 Respondents • 60.87% Very Satisfied • 43.48% Satisfied • Nobody indicated that they were neutral, dissatisfied, or very dissatisfied • Speakers at conference • 23 Respondents • 86.36% Very Satisfied • 13.64% Satisfied • Nobody indicated that they were neutral, unsatisfied or very unsatisfied

5. Conference Logistics • Workshops at Conference • 23 Respondents • 69.57% Very Satisfied • 26.09% Satisfied • Nobody indicated that they were neutral, dissatisfied, or very dissatisfied • Food and Beverage at Conference • 23 Respondents • 69.57% Very Satisfied • 21.74% Satisfied • 8.70% Neutral • Nobody indicated that they were dissatisfied, or very dissatisfied

6. What Members said they Liked

7. What Members said they Disliked

8. What Members said were our Future Opportunities

9. Open Ended Comments- What did you like most? • The Pace was much better. It felt like a smoother process than past years. • It was on target with what we do in our jobs! • For the most part it seemed well organized. • That we stayed on schedule and could anticipate what was coming up. • The topics covered. • I really liked the workshop concept and the guest speakers. The topics about natural disasters and travel incidents were interesting and useful. • Learning and networking • Breakout sessions • I feel the Board and ID90 did an outstanding job. The agenda was well thought out and informative. The Board was professional. I felt it was a good atmosphere- warm and relaxed. • The new networking and business strategy. • Guest Speakers/Networking • I like the fact that positive changes are being made with the input from the whole community • The board interacting with everyone more so than ever! Rob meeting and greeting every single person! • Put a face to the name. Meeting people face to face is priceless. Also, learning about how each Bureau works with their employees. • The opportunity to build relationships and sharing of ideas. • The location.

10. Open Ended Comments- What did you like most? • Comradery and friendliness among participants, good choice of speakers • The vision the board has and the direction they are going • The conference was well organized in all aspects. • I enjoyed the presentation given by Julie and Rob about Travel Reports/issues. Very informative. • Pablo • The personal experience that you can get from each speaker- and zed information- website • Meeting my colleagues from all the airlines • It was very well organized and interesting. • The information about travel reports/grievances. • The Location!! • Mr. Tango and meeting you all • I felt it was productive; other than the survey. I was able to bring home valuable information from the workshops and the speakers. They were relevant and of value to my daily job. • It was all very good and will stand out in my mind as one of the best I attended. My first conference was in the early 80’s. • The speakers and the knowledge. Information you can benefit from in the future. • Networking with the colleagues. Interaction in the sessions, sharing ideas gaining new ways of improvements. • The social events were great! Business meetings seemed to flow better than past meetings and there appeared to be greater engagement from the attendees. Great conference. • Good set of speakers, good use of time, no “fluff”

11. Open Ended Comments- What did you like most? • Attention to detail. The speakers were very interesting and so informative on aspects discussed. Inclusion of interline companies as non voting members • Appreciated the inside information from WN and AK about their pass programs and pass abuse procedures and metrics, which I found very valuable. Same for Kate and Kelle’s presentations. Very interesting and insightful • The Speakers • The Pace was much better. It felt like a smoother process than past years • I liked that the workshops offer information that are relevant to what’s happening in the industry now (Disaster Recovery, Pass Abuse and ZED) it was extremely beneficial for someone joining the PBA team. • It was full of valuable information and the events were fun. I like the new way of doing prizes. • Sharing our experiences, the new topics, and the new speakers • Prizes • Location • Gala Dinner • Topics of interest!

12. Open Ended Comments- What did you like least? • No beverage set up for day 2 • The gentleman put me to sleep- I did not find his talk beneficial at all. • An early start on Friday after a late night on Thursday. • We didn’t get our agenda prior to arriving in Argentina- not sure if we missed a memo. • The length of the day was very long, maybe schedule dinners a little earlier. • Nothing. I enjoyed it. • Too short. • I really don’t have any complaints. • It’s always a challenge for us to secure passes to get to these far away locations. • It’s only 3 days! • Too far a destination • The way the bylaw changes were handled. • Results of vote that Retirees can no longer join the conference • Nothing. • The voting. • People not coming back from breaks on time • Nothing. It was very well organized and enjoyable. • Some of the speakers spoke for too long. • Too early, we could start at 9:30

13. Open Ended Comments- What did you like least? • IRONICALLY- I loved that we were productively busy. BUT I missed the time where we could network for work-business engagement. • No negative comments at all. It sure was a long flight. • Very early start should be at least 9:00 am start • Nothing comes to mind, I enjoyed it thoroughly • Flying home in main cabin.  Everything about the conference was great! • Ending to quickly! • Bylaws conversation, although necessary. • The way the bylaw changes were handled. There should have been an opportunity to amend some of the presented information. • No beverages on the second day. • It should be scheduled to be held on a Tuesday/Wednesday in order to fly home Friday

14. Open Ended Comments- How would you improve? • Great job by all. Clearly thought went into it and it felt like it was for us all. • Still need more applicable speakers • We needed coffee on day 2. • I wish the conference could have had a few more workshops similar to the pass abuse one, because it was so helpful and fascinating to learn how other airlines handle issues. • More opportunity for OAL’s to share business practices related to their travel programs. This information is really useful. I like hearing OAL’s perspectives and how they handle things. • Already improved this year. Thank you! • Add refreshments on day 2 • Alternate between domestic US and international venues • Great new leadership and direction! • Keep moving forward with automation and valuable speakers • Keep up the great work • Maybe have a conference in the states • I think the Board is taking the right steps to improve the association- to grow, be more professional, modern and fun! • Video of speakers for publication • More guest speakers and breakout sessions pertaining to procedures/changes in the industry. • Great job, well done and organized by the board. Thank you!!

15. Open Ended Comments- How would you improve? • I feel it went as planned, couldn’t have guessed the voting/internet slow down would happen, and yet you still made it work. • Although the trophy’s are nice, they are heavy to pack home in carry on and cost money, where a certificate is great with me! • It would be interesting to count with some employees who could share their thoughts about their own Pass Bureau, like how different it would be for their daily work not to have this area, or how it makes their work easier, etc. • Bylaw committee could have been more knowledgeable about the proper way to present them but I think Rob’s rule addressed that. • Very well done and enjoyable. Thank you for all the hard work. • It seemed to be geared to domestic carriers not enough input from international carriers. • I found it a bit annoying when someone asked a questions they would start to speak and then someone would say wait and they would run over the mic. Not sure how to remedy that. • I would have loved to have actually seen “Airport in a box” but it’s understandable why we didn’t. • Thanks. Loved it all. • The online voting has teething pains. It needs to be set up in a more organized manner. • Really appreciate that this years conference was productive and the changes made to it for a more business oriented conference- THANKS for all your hard work.

16. Open Ended Comments- How would you improve? • More speakers- from IATA / ZED, etc. • I’d like to discuss moving to a 2 day conference. I think the half-day on the second day is distracting, as so many leave that second morning. Once the members are already there, it’s a great opportunity to do even more. I realize that would be even more work for the board but I think it may be a good idea. • Kudos to the board for having a vision and implementing it so well. Really did enjoy the entire program. • Would love to do a pre or post tour next time. Maybe certain prizes on line at various times throughout the year to keep members active on the website and stimulated to check back. Thanks so much to you Rob and the board for a wonderful experience • I’m sure it will go smoother next year but the review of the bylaws votes could have been condensed. I’m glad to see changes to the bylaws for the better and there were several, although a bit sensitive and difficult for the board to address. Many thanks to the board for working through them so delicately. • I like Rob’s suggestion about the prizes and putting in a pool for the ones an attendee is truly interested. Some prizes are wanted by all, but some are just not practical for some. • It was great. • We are all professionals so I think the attendees would practice punctuality more often • Motivate people to submit votes during the conference. Some people were not able to vote. • Invite new carriers.