Document:

Amended and Restated Service Agreement dated November, 1 2003

 Exhibit 10.48 
  
 AMENDED AND RESTATED 
 EXPEDIA, INC. / 
 TRX, INC. 
 SERVICE AGREEMENT 
  
 This Amended and Restated Service Agreement (the “Agreement”) is entered into by and between Expedia, Inc., a Washington corporation (“Expedia”), and TRX, Inc., a Georgia corporation
(“TRX”) to be effective as of November 1, 2003 (“Effective Date”). 
  
 WHEREAS, TRX is a fully-appointed ARC/IATA full service travel agency engaged in the general business of arranging, planning, reserving, handling en route changes and ticketing of domestic and international
passenger transportation, lodging, car rentals and other ancillary services; 
  
 WHEREAS, Expedia is a leading travel agency that provides travel services over the telephone and via the Internet under the name “Expedia,” (referred to herein as “Expedia Travel”) but such
name may change from time to time and the term “Expedia Travel” as used herein shall be deemed to refer to all future versions of “Expedia Travel”, regardless of the name or distribution channel through which its services are
offered and includes without limitation any and all additional, follow-on, successor or replacement versions of such service, provided that such service is owned by Expedia. 
  
 WHEREAS, Expedia has requested that TRX provide, and TRX has agreed to provide, certain travel fulfillment services
and other services to the customers of Expedia Travel; and 
  
 WHEREAS, this Agreement amends and restates that certain Microsoft Corporation/ WorldTravel Partners Service Agreement, effective as of October 9, 1996, by and between Microsoft Corporation, a Washington corporation (“MS”),
and WorldTravel Partners, L.P., a Georgia Limited Partnership (“WTP”), which was subsequently amended by that certain Amendment Number 1, effective as of January 1, 1999, by and between MS, and WorldTravel Technologies, L.L.C., a Georgia
Limited Liability Company (“WTT”), which was further amended by that certain Amendment Number 2, effective as of July 1, 2000, by and between Expedia and TRX, and which was further amended by that certain Amendment Number 3, effective as
of March 1,2001 by and between Expedia and TRX. 
  
 NOW,
THEREFORE, in consideration of the mutual covenants herein, the parties hereby agree as follows: 
  
 1. TRX Services. 
  
 (a)
TRX agrees to provide travel fulfillment, en route assistance, quality control and other services, including without limitation those identified in Exhibit A (the “Services”) to customers of Expedia Travel, on the terms and
conditions provided herein in accordance with (i) Expedia standard customer service policies and procedures as detailed in documentation provided by Expedia to TRX (including, without limitation, Expedia policies set forth in Exhibit D ((the
“Expedia Policies”)), which may be modified by Expedia from 

 
time to time in its sole discretion; and (ii) the performance requirements set forth in Exhibit B (“Service Process Requirements”). TRX
shall have sixty (60) days from the date of its receipt of modifications to any of the foregoing document(s) to conform to modified requirements, as applicable. The parties have mutually prepared a procedures manual and will maintain such manual,
setting forth detailed procedures to implement the Services. 
  
 (b) TRX may subcontract collection services to a third party so long as (i) Expedia, at its discretion, may elect at any time to assume responsibility for collection, (ii) TRX obtains Expedia’s prior consent for
settlement    *    ; and (iii) in the event the subcontracted collection services are not effective, TRX and Expedia shall discuss appropriate corrective steps. TRX may also select vendors to provide services
relating to the Services so long as such vendors are not directly servicing customers of Expedia Travel. TRX shall remain fully responsible and accountable for the performance of its subcontractors and vendors. Unless otherwise expressly set forth
in this Agreement, TRX will not otherwise subcontract any of its obligations hereunder without the prior written approval of Expedia. 
  
 (c) TRX agrees that it shall assign to Expedia Travel at least one person at the Druid Hills Facility who is qualified by ARC to perform management and/or
ticketing functions (“ARC Qualifiers”). Such ARC Qualifiers shall be dedicated to providing only services for or on behalf of Expedia Travel, and shall not accept telephone calls or other communications or provide any services for any
third party product(s) or service(s) without the express written consent of Expedia. 
  
 (d) Expedia shall maintain an ARC number or numbers solely for the provision of Services under this Agreement, which shall remain the property of Expedia in the event of termination or expiration of this Agreement.
TRX agrees to use the ARC and BSP numbers assigned to Expedia or to TRX (including those numbers assigned to TRX “Doing Business As Expedia”) when providing the Services under this Agreement, and to charge the appropriate travel industry
supplier the Expedia negotiated commission and/or transaction fee when booking reservations, as detailed in Exhibit A, with the exception of certain international itineraries as described in the following Section l(e). TRX agrees to deposit
daily to the Expedia bank account all transaction fees and/or commissions earned and received on reservations made using the Expedia ARC and BSP numbers. If TRX or any of its agents, contractors or subcontractors utilize an ARC or BSP number
assigned to TRX when booking a reservation for a customer who originally sought a reservation through Expedia Travel, all supplier transaction fees and/or commissions resulting there from shall be promptly transferred to the Expedia bank account.

  
 (e) TRX agrees to provide travel fulfillment for travel
involving international itineraries as described in Exhibit A. TRX will provide separate accounting for commissions earned on such transactions, as set forth in Exhibit F (“Reports”), and will deposit
    *     of such commissions earned and received, within forty-eight (48) hours of receipt, to the Expedia bank account. 
  
 (f) TRX agrees to use its best efforts and most capable technical expertise to resolve customer complaints, meeting or
exceeding the performance requirements as set 

  

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forth in Exhibit B. In the event TRX is unable to resolve a problem, TRX may escalate the problem to Expedia-designated representative(s) in
accordance with applicable procedures. 
  
 (g) TRX shall provide,
maintain and staff a sufficient number of travel fulfillment facilities to provide the Services set forth in Exhibit A (the “Facilities”). Expedia will own the Expedia Travel toll-free number and any and all software and equipment
provided by Expedia at the Facilities. TRX will install and maintain all of the software, hardware and telecommunications equipment at the Facilities except for any software, hardware and equipment provided and maintained by Expedia. 
  
 (i) It is understood that TRX will provide leasehold
improvements, telecommunication systems, furniture and fixtures, and proprietary software (such as CoRReTM) and, as between the parties, this software and equipment will be owned by TRX. 
  
 (ii) TRX will maintain an Automatic Call Distribution (“ACD”) system capable of providing the information identified in
Exhibit F to Expedia in a format designated by Expedia. If TRX changes its current ACD system or adds facilities, TRX will ensure that any such new ACD system is capable of providing the information set forth in Exhibit F. TRX shall
provide Expedia with standard specifications and documentation from its ACD system with respect to the Services provided by TRX under this Agreement. 
  
 (iii) The parties acknowledge and agree that Expedia owns the Expedia Travel toll-free numbers, including but not limited to, 888EXPEDIA
and 800EXPEDIA and the local Expedia Travel phone numbers. 
  
 (h)
At Expedia’s discretion, with reasonable advance notice, Expedia reserves the right to make onsite visits to all sites where TRX provides the Services under this Agreement. In connection with such visits, TRX will provide to Expedia, as and
when required by Expedia, access for a reasonable number of Expedia personnel to office premises at the sites equipped with standard office equipment as available to personnel of TRX in proximate offices, at no charge. 
  
 (i) TRX will ensure that all its employees and Expedia-permitted contractors
and subcontractors performing any Services hereunder agree to undertake and successfully complete all training programs provided by Expedia with respect to the Services as Expedia in its sole discretion deems necessary to prepare TRX to provide the
Services outlined in this Agreement. Training will be conducted at a mutually agreed upon facility where Expedia shall provide “train-the-trainer” training at no charge to TRX, except that all travel, accommodation and related expenses for
TRX employees and employees of contractors or subcontractors shall be the responsibility of TRX, or such contractors or subcontractors, respectively. TRX acknowledges and agrees that as a result of Expedia providing “train-the-trainer”
training, TRX shall be responsible for internal and ongoing training of its personnel after receiving initial “train-the-trainer” training. TRX will designate one (1) ongoing trainer. Expedia agrees to provide the necessary training
materials, for limited duplication, 

  

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upon request by TRX and following Expedia approval, to be used by TRX to provide training as required under the terms of this Agreement. 
  
 (j) TRX shall comply with all applicable reporting requirements by providing
Expedia with the reports specified in Exhibit F, if any, and other information reasonably requested from time to time with respect to the Services performed. All Reports shall be complete and accurate. Each Report, whether in electronic or
paper format, shall meet the standard Report requirements identified for the Report in Exhibit For as specifically requested by Expedia from time to time. TRX shall deliver each Report, and all supporting documentation therefore,
within the time and date specified in Exhibit F or as reasonably requested by Expedia from time to time. TRX shall correct any errors in a Report within three (3) business days following Expedia’s notice specifying the item in respect of
which an error may have occurred. Expedia shall provide reports to TRX as described in Exhibit F. 
  
 (k) Nothing contained in this Agreement shall give TRX or its agents or contractors, the right to use, modify, reproduce, distribute and/or publish any
Expedia Travel customer records, including without limitation reservations, service records or customer complaints resolved by TRX during the fulfillment of TRX obligations hereunder, all of which shall be considered Confidential Information under
Section 10 of this Agreement. 
  
 (l) TRX must maintain the
previously provided documented disaster recovery plan, which sets forth the implementation and management of disaster recovery procedures. At a minimum, the disaster recovery plan shall include the following: 
  
 Recovery Plan: 
 Contact emergency services, as needed. 
 Contact EXPEDIA NOC and notify them of the nature of the problem, the estimated 
 length of the problem and the estimated impact on
service delivery. 
 Contact site and notify them of the same items as in #1 and #2, above 
 Contact Expedia Customer Service management via e-mail and voicemail and notify 
 them of the same items as in #1 and #2, above 
 Work to estimate length and severity of problem to determine what level of response 
 is needed. 
  
 (m)     *     
  
 (n) The technology to be provided by TRX for purposes of this Agreement shall
meet the requirements set forth by Expedia as provided from time to time. In the event that such communication methods or updated technology requirements cannot be met without a material increase in TRX’s costs, then Expedia shall be
responsible for its pro-rata share of such increased costs (i.e., TRX is using the communication methods and technology to 

  

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support other customers). In addition, in the event that Expedia obtains and provides TRX with software for use in connection with this Agreement, TRX hereby
agrees to deploy such software and to make any changes necessary in equipment and hardware to utilize such software. Expedia agrees to reimburse TRX for any reasonable costs associated with the deployment and maintenance of such software.

  
 (o) TRX grants to Expedia the rights set forth in
Appendix 1 attached hereto. 
  
 (p) TRX will have
the right to perform monthly maintenance on the software, hardware and telecommunications equipment at its facilities which it uses to perform the Services. The parties acknowledge that the Services may not be available during such maintenance
period. The parties will mutually agree upon dates and times for the maintenance period, which shall not be more than four (4) hours per month and which shall occur between the hours of 12:01 a.m. ET and 7:59 a.m. ET. 
  
 2. Payment. 
  
 (a) Expedia shall be solely responsible for all Expedia Costs and Customer Charge-Backs as described in Exhibit C.

  
 (b) Expedia agrees that it will request WorldSpan or any other
GDS or vendor- specific reservation system used by Expedia to create travel reservations which are subsequently processed by TRX (“GDS/CRS Providers”) to make payments with respect to errors-made by GDS/CRS Providers system in connection
with Tickets directly to TRX and will provide reasonable assistance to TRX (to the extent requested by TRX) to collect such amount directly from GDS/CRS Providers. If GDS/CRS Providers acknowledge the errors were made by their system in connection
with Tickets, but in documentation submitted to TRX (and provided to Expedia) states that GDS/CRS Providers will not reimburse TRX the full amount for such errors because of separate financial or business arrangements with Expedia, then TRX shall
invoice Expedia for such amounts within sixty (60) days after the end of the calendar year in which the GDS/CRS Providers payments were due. 
  
 (c) Expedia shall pay TRX the fees as set forth in Exhibit C of the Agreement subject to adjustments, deductions or credits to such amounts as
provided for in this Agreement or any Exhibit hereto (the “Fees”).     *     The invoice shall include a statement setting forth the total number of calls handled that calendar month by TRX in
connection with the Services and the applicable Fees and any applicable Expedia Costs or Customer Charge-Backs for which Expedia is responsible in accordance with Section 2(a) of the Agreement. The statement shall include information sufficient to
discern how the Fees were calculated and shall be in a format to be provided by Expedia. Except for disputed amounts and amounts withheld in good faith by Expedia, Expedia shall pay the 

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excess, if any, of the amount indicated in the invoice minus the Forecasted Fee within     *     after receipt of the
invoice. In the event the Forecasted Fee is greater than the amount indicated in the invoice, then TRX shall pay Expedia the excess of the Forecasted Fee minus the amount indicated in the invoice within
    *     days after receipt of the invoice by Expedia. Late payments by either party shall accrue interest at a rate of one percent (1%) per month unless Expedia notifies TRX that Expedia disagrees with the
calculation of the invoiced amount. In the event taxes are required by any U.S. (state or federal) or foreign government to be withheld on payments made hereunder by Expedia to TRX, Expedia may deduct such taxes from the amount owed TRX and pay them
to the appropriate taxing authority. Expedia shall in turn promptly secure and deliver to TRX an official receipt for any taxes withheld that are owed by TRX. Expedia will use reasonable efforts to minimize such taxes to the extent permissible under
applicable law. 
  
 (d)
    *     
  
 3. Ownership and License
Grants. 
  
 (a) Use of Expedia Name. This Agreement
does not constitute a trademark or service mark license. As of the Effective Date, Expedia shall be deemed to have granted TRX a non-exclusive, personal, non-transferable, non-assignable, royalty-free license to use the Expedia® name solely in conjunction with answering incoming
calls from, making outbound callbacks to, and providing travel documents to Expedia Travel customers as necessary for providing Services pursuant to the terms of this Agreement. Such license grant shall remain in effect while this Agreement is in
good standing, but shall expire at the expiration or earlier termination of this Agreement. Specific additional terms and conditions pertaining to this license grant are set forth in Exhibit G which is incorporated herein by this reference.
TRX shall at no time in any forum identify itself as being an outsource provider for Expedia, except as approved in writing by Expedia. 
  
 (b) Customer Information. Except as otherwise provided herein, TRX acknowledges and agrees that the information acquired by TRX in connection with
the provision of Services pursuant to this Agreement, including without limitation customer and prospect information, sales information, back office and general ledger data, customer travel reservation and itinerary information, and Expedia customer
lists and updates (including customer names, addresses and telephone numbers) (collectively, “Customer Information”) shall be considered proprietary information of Expedia, including all Customer Information stored using TRX’s travel
    *    and all right, title and interest in the Customer Information is owned by Expedia. TRX shall use such Customer Information only as necessary to perform the Services in accordance with this Agreement
and shall maintain such Customer Information in strict confidence in accordance with the provisions of Section 10 hereof. Upon request from Expedia, TRX shall provide Expedia with any or all Customer Information in TRX’s possession. Upon
termination or expiration of this Agreement, TRX shall within ten (10) days thereafter provide Expedia with all documents and materials containing Customer Information 

  

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(including data stored or maintained in electronic format, whether or not created or stored using Travel Man), together with all other materials and property
of Expedia, which are in its possession or under its control. 
  
 (c) Custom Tools. At the sole discretion of Expedia, Expedia may grant TRX a nonexclusive, personal, non-transferable, non-assignable, royalty-free license to access and use certain software tools (“Expedia User Management
Tools”) developed or to be developed by Expedia and to be identified from time to time during the term of this Agreement solely for the purpose of assisting TRX in providing the Services to Expedia customers under this Agreement. Upon the
expiration or termination of this Agreement, TRX’s license to use the Expedia User Management Tools will automatically terminate. 
  
 (d) Expedia Intellectual Property Rights. Expedia owns all right, title and interest in and to any software or other intellectual property it
provides to TRX during the term of this Agreement, including without limitation any and all Expedia User Management Tools, and training materials. All software so provided shall be used by TRX in accordance with the terms of the End User License
Agreement (“EULA”) accompanying the software, however, that notwithstanding any provision in a EULA to the contrary, TRX may not transfer any such software so provided. 
  
 (e) TRX Tools. Notwithstanding the foregoing, the parties hereby acknowledge and agree that, as between
the parties, TRX shall be the owner of all software tools developed by TRX or licensed by TRX, as well as methods and techniques of doing business, including patents, trade secrets and other proprietary rights associated therewith (collectively,
“TRX Tools”), during the term of this Agreement for use in providing the Services provided that TRX notifies Expedia of the existence of the same and also that Expedia agrees with TRX’s assertion in respect thereof (which agreement
will not be unreasonably withheld or delayed). TRX will be responsible for maintenance and support of all of the TRX Tools. 
  
 4. Warranties. 
  
 (a) TRX warrants that: 
  
 (i) It possesses all necessary authority to enter into this Agreement, and that by so doing it does not violate any other agreements to
which it is a party; and 
  
 (ii) The Services
will be performed in a professional manner and shall conform in all material respects with the service requirements set forth in this Agreement including, without limitation, those set forth in Exhibits A and C. TRX shall not knowingly
or negligently engage in hidden city ticketing, beyond point ticketing, cross-border ticketing and speculative or abusive bookings or other violations of any airlines’ Conditions of Carriage, tariffs and other rules and regulations. TRX shall
not perform the Services so as to knowingly and negligently be the sole cause of Expedia incurring any loss of revenue or costs not contemplated by the nature of this Agreement. The breach of the warranty set 

  

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forth in the previous sentence will not be the basis for Expedia terminating this Agreement; and 
  
 (iii) The Services will be performed by employees of TRX
acting within the scope of their employment who have signed confidentiality agreements with TRX (with appropriate acknowledgments of confidentiality) substantially in the form attached as Exhibit I; and 
  
 (iv) In providing Services to Expedia Travel customers and
any other persons or entities, TRX shall make no representations nor undertake any obligations on behalf of Expedia concerning the Services and/or any other Expedia products or services beyond those expressly made or undertaken by Expedia Travel and
communicated to Expedia Travel customers on the Expedia Travel web site. TRX, including all of TRX’s employees and temporary employees, shall conform to all applicable laws and government rules and regulations. TRX assumes all responsibility
for providing any training that may be required to ensure compliance with such legal requirements. TRX shall offer to Expedia Travel customers only those Services authorized by this Agreement, advising customers requesting other services that
Expedia Travel does not provide such services, and then documenting and advising Expedia of all such requests; and 
  
 (v) Any and all software and materials TRX publishes or uses: in providing the Services under this Agreement do not and will not infringe
any intellectual property rights owned by Expedia or any other person or entity including, but not limited to, any copyright, patent, trademark or trade secret; and 
  
 (vi) Except as otherwise provided in this Agreement, TRX will not reproduce, sell, publish, or in any manner
commercially exploit the Expedia® name or any
information or derivatives of information acquired in connection with its provision of Services or allow such reproduction, sale, publication or exploitation by any employee or person retained for the purpose of providing such services except as
agreed to in writing by Expedia; and 
  
 (vii)
Prior to the commencement of the work to be performed hereunder and throughout the entire performance by TRX, TRX shall procure and maintain insurance adequate to cover any and all liability which TRX may incur as a result of the performance of work
included in this Agreement. Such insurance shall be in a form and with insurers acceptable to Expedia, and shall comply with the following minimum requirements: 
  
 (A) Commercial General Liability insurance of the Occurrence Form, with policy limits of not less than
    *     combined single limit each occurrence for Bodily Injury and Property Damage combined, and     *     Personal and Advertising Injury Limit. 
  

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 (B) Professional Liability And Errors & Omissions Liability Insurance with policy
limits of not less than     *     each claim with a deductible of not more than     *    . Such insurance shall include coverage for infringement of proprietary rights
of any third party, including without limitation copyright, trade secret and trademark infringement as related to TRX’s performance under this Agreement. Throughout the term of this Agreement, the Professional Liability And Errors &
Omissions Liability Insurance retroactive coverage date will be no later than the Effective Date of this Agreement. Upon expiration or termination of this Agreement, TRX will maintain an extended reporting period providing that claims first made and
reported to the insurance company within one year after the end of this Agreement will deemed to have been made during the policy period. 
  
 A copy of the certificate of insurance shall be included as Exhibit H. Failure by TRX to furnish certificates of insurance or failure by Expedia to
request same shall not constitute a waiver by Expedia of any of the insurance requirements set forth herein. TRX shall notify Expedia in writing at least thirty (30) days advance if TRX’s insurance coverage is to be canceled or materially
altered so as not to comply with the requirements of this section. 
  
 In the event of such failure on the part of TRX to provide the certificates as requested herein, and in the event of liability or expense incurred by Expedia as a result of such failure by TRX, TRX hereby agrees to indemnify Expedia for all
liability and expense (including reasonable attorneys’ fees and expenses associated with establishing the right to indemnity) incurred by Expedia as a result of such failure by TRX; and 
  
 (viii) Individuals it places in contact with Expedia Travel
Customer Information or Expedia Confidential Information shall not have been convicted of a felony as an adult or released from prison within the last seven (7) years. 
  
 (ix) TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TRX AND ITS SUPPLIERS DISCLAIM ALL OTHER WARRANTIES
AND CONDITIONS, EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, WITH RESPECT TO THE PRODUCTS AND SERVICES PROVIDED PURSUANT TO THIS AGREEMENT, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY, FITNESS FOR A
PARTICULAR PURPOSE, AND (EXCEPT AS SET FORTH IN SECTION 7(c)) NON-INFRINGEMENT. 
  
 (b) Expedia warrants that: 
  
 (i) Any Expedia Tools supplied, and any services performed by Expedia pursuant to this Agreement will, respectively, conform substantially to the relevant product documentation and be performed in a professional
manner. 
  

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 (ii) The Expedia User Management Tools do not and will not so infringe any intellectual
property rights owned by any other person or entity including, but not limited to, any copyright, patent, trademark or trade secret to the extent that TRX will be required to refrain from using such tools (and Expedia will not be able to provide
substitute technology which reasonably provides the same or similar functionality) with the overall result that TRX will not be able to reasonably perform the Services as intended herein; and 
  
 (iii) TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW,
EXPEDIA AND ITS SUPPLIERS DISCLAIM ALL OTHER WARRANTIES AND CONDITIONS, EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, WITH RESPECT TO THE PRODUCTS AND SERVICES PROVIDED PURSUANT TO THIS AGREEMENT, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES
AND CONDITIONS OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND (EXCEPT AS SET FORTH IN SECTION 7(d)) NON-INFRINGEMENT. 
  
 5. Personnel. 
  
 (a) TRX personnel assigned to Expedia Travel shall be employees of TRX and not employees of Expedia and shall remain under the direction and control of
TRX, subject to ARC or other regulatory requirements. These TRX personnel shall receive such salaries, compensation and benefits as TRX shall determine. TRX agrees to be responsible for all of its federal and state taxes, withholding, social
security, insurance and other benefits, and all salaries, benefits and other costs of such TRX personnel. 
  
 (b) Notwithstanding the foregoing, TRX personnel assigned to Expedia Travel shall adhere to Expedia quality control standards as set forth in Exhibit B
and be qualified to run an ARC-approved travel agency office. An ARC Qualifier must be present at the Druid Hills Facility to provide Services for Expedia Travel. 
  
 (c) Expedia shall have the option to participate in any decisions regarding any assignment of TRX personnel to Expedia
Travel. TRX acknowledges Expedia’s right to require immediate removal and prompt replacement of any TRX employee, or agent performing TRX’s obligations under this Agreement who engages in any conduct prohibited by law or inconsistent with
Expedia policy as set forth in Exhibit D. 
  
 6. Non-Competition and
Non-Solicitation. 
  
 (a) TRX personnel shall not target or
solicit Expedia Travel customers for additional travel business beyond provision of the Services governed by this Agreement, nor shall TRX use information gained in the provision of the Services to compete with Expedia Travel in providing travel
services. 
  
 (b) Notwithstanding the preceding section 6(a), TRX
shall not be prohibited from providing services to Expedia Travel customers who contact TRX independently (other than 

  

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in conjunction with Expedia Travel), or whose names appear on mailing lists developed independently of Expedia Travel or who were customers of TRX prior to
the Effective Date. 
  
 (c) Expedia shall not solicit TRX
personnel assigned to Expedia Travel to work for Expedia without prior written consent of senior management of TRX. 
  
 (d) Expedia personnel shall not (i) target or solicit TRX customers to provide services similar to or the same as the Services, nor (ii) use information
gained pursuant to this Agreement to compete with TRX in providing services similar to or the same as the Services. 
  
 (e) Notwithstanding the preceding Section 6(d)(i), Expedia shall not be prohibited from providing services to TRX customers who contact Expedia
independently, or whose names appear on mailing lists developed independent of TRX or who were customers of Expedia prior to the Effective Date. 
  
 7. Indemnification. 
  
 (a) TRX General Indemnification. TRX agrees to indemnify, defend, and hold Expedia harmless from and against any and all claims, actions, demands,
and costs, including reasonable attorneys’ fees and expenses to the extent arising out of or in connection with third party claims as a result of the performance of the Services in breach, of this Agreement by TRX or its employees, independent
contractors or subcontractors and agents (“TRX Indemnified Claims”). Acts for which TRX shall indemnify Expedia include, but shall not be limited to, representations or obligations undertaken on behalf of Expedia concerning the Services to
customers which exceed the scope of the Services as set forth in this Agreement; any act or omission in violation of any applicable government statutes, laws, rules and regulations or industry rules and regulations; or violation of any
airline’s Conditions of Carriage, tariffs, or other rules. Omissions for which TRX shall indemnify Expedia include, but shall not be limited to, failure to report reservation information accurately and promptly to ARC. Expedia reserves the
right to control the defense of any TRX Indemnified Claim and to conduct all proceedings or negotiations in connection therewith, and if it so undertakes, all other proceedings or negotiations to settle or defend any such TRX Indemnified Claim shall
be at Expedia’s expense, provided that (i) TRX shall have the right to approve of any settlement of any such TRX Indemnified Claim; such approval shall not be unreasonably withheld, and (ii) Expedia shall be responsible for payment of all
attorneys’ fees incurred by Expedia after it has exercised its right to control the defense. TRX shall pay any and all expenses and other reasonable costs incurred by Expedia arising in connection with its obligations under this Section 7(a)
promptly upon demand. 
  
 (b) Expedia General
Indemnification. Expedia agrees to indemnify, defend and hold TRX harmless from and against any and all claims, actions, demands, liabilities, and costs, including reasonable attorneys’ fees and expenses, arising out of or in connection
with third party claims as a result of (i) the business of Expedia Travel unless arising out of or in connection with circumstances for which TRX is indemnifying Expedia pursuant to Section 7(a) above; and (ii) any injuries to the person or property
of any Expedia Travel customer 

  

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while traveling on an Expedia Travel itinerary unless arising out of or in connection with the negligence of TRX (“Expedia Indemnified Claim”). TRX
reserves the right to control the defense of any Expedia Indemnified Claim and to conduct all proceedings or negotiations in connection therewith, and, if it so undertakes, all other proceedings or negotiations to settle or defend any such Expedia
Indemnified Claim shall be at TRX’s expense, provided that (i) Expedia shall have the right to approve of any settlement of any such Expedia Indemnified Claim, such approval shall not be unreasonably withheld, and (ii) TRX shall be responsible
for payment of all attorneys’ fees incurred by TRX after it has exercised its right to control the defense. Expedia shall pay any and all expenses and other costs incurred by TRX arising in connection with its obligations under this Section
7(b) promptly upon demand. 
  
 (c) TRX Intellectual Property
Indemnification. 
  
 (i) Indemnified
Claims. TRX agrees to defend Expedia against, and pay the amount of any adverse final judgment or settlement to which TRX consents resulting from, any third party claim(s) (“Indemnified IP Claims”) that any TRX Tools or any portion
thereof, or TRX’s provision of any services pursuant to this Agreement, infringes any third party patent, copyright, trademark or trade secret enforceable under the laws of the United States; provided that TRX is notified promptly in writing of
the Indemnified IP Claim and has sole control over its defense and settlement, and Expedia provides reasonable assistance in the defense and/or settlement of such claim. 
  
 (ii) Exclusions. Notwithstanding Section 7(c)(i) above, TRX shall have no liability for any
intellectual property infringement claim (including an Indemnified IP Claim) that arises as a result of (i) Expedia’s use of the TRX Tools after a reasonable time from TRX’s written notice that Expedia should cease use of the TRX Tools due
to such a claim, provided TRX has delivered a non-infringing substitute that complies with applicable specifications and is capable of being deployed by Expedia; or (ii) Expedia’s combination of the TRX Tools with a non-TRX product, program or
data; or (iii) Expedia’s adaptation or modification of any TRX Tool. For all claims described in clauses (i)-(iii) above of this Section 7(c)(ii), Expedia agrees to defend TRX against, and pay the amount of any adverse final judgment or
settlement to which Expedia consents resulting from, such claims, provided that Expedia is notified promptly in writing of such a claim and Expedia has sole control over its defense or settlement, and TRX provides reasonable assistance in the
defense and/or settlement of such claim. 
  
 (iii) TRX’s Rights in the Event of Intellectual Property Infringement Claim. In the event TRX receives information concerning an intellectual property infringement claim (including an Indemnified IP Claim) related to the TRX
Tools, TRX may at its expense, without obligation to do so, either (i) procure for Expedia the right to continue to use the alleged infringing release of the TRX Tools, or (ii) replace or modify the release of the TRX Tools to make it
non-infringing, and in which case, Expedia shall thereupon cease use of the alleged infringing release of the TRX Tools. 
  

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 (d) Expedia Intellectual Property Indemnification. 
  
 (i) Indemnified Claims. Expedia agrees to defend TRX
against, and pay the amount of any adverse final judgment or settlement to which Expedia consents resulting from, any third party claim(s) (“Indemnified IP Claims”) that the Expedia Tools or any portion thereof, or Expedia’s provision
of any services pursuant to this Agreement, infringe any third party patent, copyright, trademark or trade secret enforceable under the laws of the United States; provided that Expedia is notified promptly in writing of the Indemnified IP Claim and
has sole control over its defense and settlement, and TRX provides reasonable assistance in the defense and/or settlement of such claim. 
  
 (ii) Exclusions. Notwithstanding Section 7(d)(i) above, Expedia shall have no liability for any intellectual property infringement
claim (including an Indemnified IP Claim) that arises as a result of (i) TRX’s use of the Expedia User Management Tools (the “Expedia Tools”) after a reasonable time from Expedia’s written notice that TRX should cease use of the
Expedia Tools due to such a claim, provided Expedia has delivered a non-infringing substitute that complies with
applicable specifications and is capable of being deployed by TRX; or (ii) TRX’s combination of an Expedia Tool with a non-Expedia product, program or data; or (iii) TRX’s adaptation or modification of any of the Expedia Tools. For all
claims described in clauses (i)-(iii) of this Section 7(d)(ii), TRX agrees to defend Expedia against, and pay the amount of any adverse final judgment or settlement to which TRX consents resulting from, such claims, provided that TRX is notified
promptly in writing of such a claim and TRX has sole control over its defense or settlement, and Expedia provides reasonable assistance in the defense and/or settlement of such claim. 
  
 (iii) Expedia’s Rights in the Event of Intellectual Property Infringement Claim. In the event
Expedia receives information concerning an intellectual property infringement claim (including an Indemnified IP Claim) related to the Expedia Tools, Expedia may at its expense, without obligation to do so, either (i) procure for TRX the right to
continue to use the alleged infringing release of the Expedia Tools, or (ii) replace or modify the Expedia Tools to make them non-infringing, and in which case, TRX shall thereupon cease use of the alleged infringing release of the Expedia Tools.

  
 8. Term and Default. 
  
 (a) This Agreement shall commence as of the Effective Date, and shall
continue in force until December 31,2010, unless earlier terminated by either party as provided in this Agreement or Exhibits hereto. This Agreement automatically shall be renewed for a further period of two (2) years, unless either party has
notified the other party in writing at least one hundred and eighty days (180) days prior to the sixth anniversary of the Effective Date of its intent not to renew, such renewal to be subject to earlier termination as provided in this Agreement or
Exhibits hereto. Any renewal pursuant to this Section shall be on the same terms and conditions as are contained in this Agreement. 
  

 13 

 (b) Expedia may, in its sole discretion, terminate this Agreement without cause with one hundred and
eighty (180) days’ prior written notice to TRX. In the event of such termination solely for the convenience of Expedia (and in no other event of termination), Expedia agrees to pay TRX the amount indicated below. 
  

			
	 Effective date of termination
(in terms of months after the
Effective Date)

	  	 Amount

		
	0-12 months	  	18 Average Month’s Fees
	13-24 months	  	14 Average Month’s Fees
	25-36 months	  	10 Average Month’s Fees
	37-48 months	  	8 Average Month’s Fees
	48-60 months	  	5 Average Month’s Fees
	61-72 months	  	4 Average Month’s Fees
	73-84 months	  	3 Average Month’s Fees

  
 An “Average
Month’s Fees” shall be determined by averaging the actual Fees paid by Expedia for the actual Fees paid by Expedia for the six (6) months immediately prior to the effective date of termination. The parties agree that this amount is a fair
and reasonable estimate of liquidated damages, and is not intended as a penalty for termination. Additionally, Expedia may terminate this Agreement (i) immediately with written notice to TRX in the event Expedia ceases to directly and solely operate
and control the Expedia Travel service for U.S. consumers, or (ii) with one hundred eighty (180) days’ prior written notice to TRX in the event Expedia sells a majority or more of the Expedia Travel assets to a third party, provided, however,
that in either case such termination event shall not be considered a termination for convenience by Expedia. 
  
 Any amounts that may be owed by Expedia pursuant to this Section 8(b) shall be paid within sixty (60) days after the effective date of termination.

  
 (c) This Agreement may be terminated by either party in the
event the other party (the “Other Party” for the purposes of this subsection) materially fails to perform or comply with any material provision of this Agreement and fails to cure such nonperformance or non- compliance within thirty (30)
days after receipt of notice thereof, assigns its rights or interest in the Agreement in contravention of Section 14(f) or suspends performance of its obligations as described in Section 14(i) or becomes insolvent or admits in writing its inability
to pay its debts as they become due or makes an assignment for the benefit of creditors or if a petition under any bankruptcy act, receivership statute or the like, as they now exist or as they may be amended, is filed by the Other Party or by any
third party or an application for a receiver is made by anyone and such application is not resolved favorably to the Other Party within sixty (60) days. 
  
 (d) This Agreement may be terminated by Expedia pursuant to the provisions of Section 9. 
  
 (e) Sections 2, 3(b), 3(c), 3(d), 3(f), 4, 5, 6, 7, 8(e), 8(f), 8(g), 10, 11,12, and 13 of this Agreement shall survive
termination for any reason. 
  

 14 

 (f) Upon the expiration or termination of this Agreement, other than termination by TRX because of
nonpayment by Expedia which is not cured within ten (10) days after receipt of written notice sent by TRX to Expedia regarding such nonpayment, (i) TRX shall cooperate with Expedia, its subsidiaries or affiliates, to assist in the orderly transition
of Services to Expedia, or as Expedia may direct, in a professional manner, with no disruption of the Services; and (ii) TRX shall remove all software and equipment provided by Expedia and shall deliver all such software and equipment to Expedia,
subject to TRX’s possible option to purchase set forth in Section 8(g)(i). Upon Expedia’s request, TRX shall provide “train the trainer” training to Expedia or a third party or parties, with the cost of the TRX personnel
providing the training to be paid by Expedia. 
  
 (g) In the event
of termination or expiration of this Agreement: 
  
 (i) Expedia, at its option, may make available to TRX all or substantially all of the software, hardware and equipment provided by Expedia at the Facilities for purchase (in the case of hardware and equipment) or license (in the case of
software). In the event Expedia offers such items for purchase or license, the price(s) therefore shall be based upon their then-current fair market value. 
  
 (ii) In addition, within sixty (60) days after the effective date of termination or expiration of this Agreement, the parties shall
reconcile all accounts hereunder and TRX shall promptly refund and return to Expedia any unearned Fees, if any, and Expedia shall promptly pay to TRX any amounts that it may properly owe to TRX in accordance with this Agreement. Notwithstanding the
foregoing, Expedia acknowledges that TRX may receive debit memos, chargebacks, LTA fees and other invoices after such sixty (60) day period and accordingly agrees to pay any of such amounts properly owed to TRX in accordance with this Agreement.

  
 9. Default in Performance and Remedies. During the term of this
Agreement: 
  
 (a) In the event TRX breaches the provisions of
Section 10 or if Expedia or TRX receives a notice of complaint from ARC as a result of TRX’s acts or emissions, such breach will justify termination for cause, and Expedia may terminate this Agreement immediately with no further obligation to
TRX. 
  
 (b) In the event TRX fails to meet the performance
requirements as specified in this Agreement and Minimum Service Criteria set forth in Exhibit B (the “Service Process Requirements”), Expedia shall give TRX notice of such non-compliance and TRX shall have 24 hours after receipt of
such notice to correct such non-compliance. TRX shall take all reasonable actions to correct such noncompliance as soon as practicable. 
  
 (c) In the event there is a continued failure by TRX to meet the Service Process Requirements within the time period referred to in Section 9(b), TRX
shall, at Expedia’s request, provide a corrective action plan within forty-eight (48) hours, including training and staffing plans, to Expedia for approval. Expedia shall review and approve such corrective 

  

 15 

 
action plan or provide reasonable required changes to TRX within five (5) business days from its receipt of such plan. 
  
 (d) In the event the Service Process Requirements are not met by TRX within
the time period set forth in any corrective action plan, as approved or changed by Expedia, Expedia shall have the option to require TRX to pay Expedia an amount     *     of average daily gross revenues
earned by TRX pursuant to this Agreement (such average to be based upon the period of three (3) months prior to the date of Expedia’s exercise of its option to collect liquidated damages pursuant to this Section 9(d)), as liquidated damages and
not as penalty, for each additional day TRX fails to meet such Service Process Requirements. Such accrual of liquidated damages shall terminate upon the termination or expiration of this Agreement; however, the obligation to pay such accrued
liquidated damages shall continue until paid. 
  
 (e) In the event
the Service Process Requirements are not met by TRX within the time period set forth in any corrective action plan, as approved or changed by Expedia, Expedia shall have the right to terminate this Agreement for cause, with no further. obligation to
TRX under this Agreement. 
  
 (f) Any liquidated damages described
in this section shall be deducted from amounts due to TRX under Section 2 and Exhibit C. TRX shall pay directly to Expedia any liquidated damages in excess of such amounts due. The calculation of payments: of liquidated damages shall
be made as part of the regular monthly invoice described in Section 2, and TRX shall have thirty (30) days from the date of such invoice to make any required payments to Expedia. 
  
 (g) All remedies set forth in this section shall be in addition to and not in lieu of any other remedies available to
Expedia under this Agreement at law or in equity. 
  
 (h) EXCEPT
FOR PAYMENT OBLIGATIONS HEREUNDER, IN NO EVENT WILL TRX’S AGGREGATE, CUMULATIVE LIABILITY FOR ANY DAMAGES HEREUNDER EXCEED THE AGGREGATE OF FEES PAID BY EXPEDIA HEREUNDER FOR THE SERVICES PROVIDED DURING THE TWELVE (12) MONTH PERIOD THAT
IMMEDIATELY PRECEDES THE ACT WHICH GAVE RISE TO THE CLAM, REGARDLESS OF THE FORM OF ACTION, WHETHER IN CONTRACT, NEGLIGENCE, STRICT LIABILITY, TORT, PRODUCTS LIABILITY OR OTHERWISE. Section 9(h) shall survive termination of the Agreement for any
reason. 
  
 10. Confidentiality and Publicity. 
  
 (a) Expedia and TRX agree that the terms of that certain Non-Disclosure
Agreement executed by the parties and dated March 21, 2001 shall be deemed incorporated herein, and further, that all terms and conditions of this Agreement shall be deemed Confidential Information as defined in such Non-Disclosure Agreement.

  
 (b) The parties acknowledge that monetary damages may not be a
sufficient remedy for unauthorized disclosure or use of Confidential Information and that the parties 

  

 16 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 
may seek, without waiving any other rights or remedies, such injunctive or equitable relief as may be deemed proper by a court of competent jurisdiction.

  
 (c) TRX shall not issue any press release or advertising
concerning TRX’s relationship with Expedia without Expedia’s prior written consent, except if TRX or a successor entity becomes a publicly traded company, and publicity is necessary, in the opinion of counsel, to comply with the
requirements of (i) any stock exchange on which the shares of TRX or such successor entity may be listed or (ii) any law, governmental regulation or order; and even then only after making a reasonable effort to consult with Expedia as to the
contents of any such publicity. The limitations in this Section 10(c) are not intended to restrict TRX’s ability to make any filings with the US Securities and Exchange Commission or similar state agencies that may be legally required if TRX or
a successor entity becomes publicly traded. 
  
 11. Notices and Requests.
All notices, authorizations, and requests in connection with this Agreement shall be deemed given on the day they are (i) deposited in the mail, postage prepaid, certified or registered, return receipt requested; or (ii) sent by air courier, charges
prepaid, with a confirming telefax; or (iii) transmitted, if transmitted by facsimile, and addressed as follows: 
  
 Notices to TRX: 
  
 TRX, INC. 
 6 West Druid Hills Drive

 Atlanta, GA 30329 
 ATTN: Chief
Executive Officer 
 Phone:     *     
 Fax:     *     
  
 With a copy to: Secretary  
  
 Notices to Expedia: 
  
 EXPEDIA, INC. 
 13810 SE Eastgate Way, Suite
400 
 Bellevue, WA 98005 
 ATTN:
V.P. Agency Operations 
 Phone:     *     
 Fax:     *     
  
 With a copy to: General Counsel 
  
 or to such other address as the party to receive the notice or request so designates by written notice to the other. 
  
 12. Audit. TRX shall keep all usual and proper records relating to its compliance with
the terms of this Agreement. Expedia reserves the right to, through the use of a mutually agreed to independent auditor, audit TRX’s systems and records specifically related to this 

  

 17 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 
Agreement during the term of this Agreement and for a period of three years thereafter, provided that such audit(s) shall be conducted during normal business
hours in such a manner as not to interfere unreasonably with the operations of TRX. Audit expenses shall be paid by Expedia unless material discrepancies are disclosed by the audit, in which case audit expenses shall be paid by TRX. Expedia’s
audit rights referred to in this section shall be reasonable in scope, but will be of an expansive scope if Expedia’s audit reveals material discrepancies. 
  

13. General. 
  
 (a) This Agreement shall be construed and controlled by the laws of the State of Washington, and TRX consents to jurisdiction and venue in the state and
federal courts sitting in the State of Washington. Process may be served on either party by US Mail, postage prepaid, certified or registered, return receipt requested, or by such other method as is authorized by law. 
  
 (b) Neither this Agreement, nor any terms or conditions contained herein,
shall be construed as creating a partnership, joint venture, agency relationship, employer/employee relationship or franchise. 
  
 (c) This Agreement, including all Exhibits attached hereto, constitutes the entire agreement between the parties with respect to the subject matter hereof
and supersedes all prior and contemporaneous agreements or communications with respect to the subject matter hereof, with the exception of the Non-Disclosure Agreement between the parties referenced herein. This Agreement shall not be modified
except by a written agreement dated subsequent to the date of this Agreement and signed on behalf of TRX and Expedia by their respective duly authorized representatives. 
  
 (d) No waiver of any breach of any provision of this Agreement shall constitute a waiver of any prior, concurrent, or
subsequent breach of the same or any other provisions hereof, and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party. 
  
 (e) If any provision of this Agreement shall be held by a court of competent jurisdiction to be illegal, invalid, or
unenforceable, the remaining provisions shall remain in full force and effect. 
  
 (f) The rights and obligations hereunder shall be binding upon and inure to the benefit of the successors and assigns of the parties hereto, provided any rights or obligations hereunder shall not be assigned by either
party without the prior written consent of the other party, which consent shall not be unreasonably withheld. Notwithstanding the foregoing restriction with respect to assignment, (i) Expedia may assign this Agreement to an entity that will control
a majority of the Expedia Travel business without the prior written consent of TRX and (ii) if TRX is reorganized into another form of entity with the effect that the new entity owns substantially all of the current assets and business of TRX and
that the new entity is controlled (directly or indirectly) by the same person(s) as currently control TRX or if TRX effects an initial public offering of shares of its stock, this Agreement may be assigned to such new entity without prior written
consent of Expedia. 
  

 18 

 (g) In any suit or action to enforce any right or remedy under this Agreement or to interpret any
provision of this Agreement, the prevailing party will be entitled to recover its costs, including reasonable attorneys’ fees. 
  
 (h) The section headings herein are for the convenience of the parties and shall not be deemed to supersede or modify any provisions. 
  
 (i) If either party is unable to perform under this Agreement due to
circumstances or causes beyond its control that (i) it could not by reasonable diligence have avoided and (ii) are not the same as the circumstances or causes described in Section 15, such party shall have the option, without liability, of
suspending performance of its obligations under this Agreement for the duration of such contingency upon written notice to the other party. However, either party may terminate this Agreement upon written notice to the other party in the event that
such other party has suspended performance of its obligations under this Agreement for more than thirty (30) days, provided however, such termination, if effected by Expedia, shall not be considered a termination of convenience. 
  
 (j) This Agreement does not constitute an offer by Expedia and shall not be
effective until signed by both parties. 
  
 (k) In the event that
TRX secures additional revenue resulting from base commissions exceeding the published Internet commission rate for air tickets, the parties agree that such additional revenue shall be divided as follows:
    *     to Expedia and     *     to TRX. In the event that TRX secures other additional revenue during the term of the Agreement in connection with the Services
provided to Expedia Travel, the parties agree that Expedia shall receive     *     of such other additional revenue. Both parties understand that it may be necessary for TRX to use an ARC number different from
the current ARC number owned by Expedia for purposes of collecting additional commission. Additionally, in the event of a material airline industry reduction in base commissions for either online or offline agencies that negatively and significantly
impacts either party, both parties shall agree to re-evaluate the economic terms of this Agreement in accordance with Section 14 of the Agreement. 
  
 14. Expedia and TRX agree that in the event that there are (i) significant economic changes in the travel industry, (ii) material changes in the scope of work
contemplated by this Agreement, or (iii) global political events that significantly affect the travel industry and such changes or events significantly and adversely impact the economic terms of this Agreement, then the parties will agree in good
faith to re-negotiate new economic terms for this Agreement in light of such change or event. If the parties fail to agree upon new economic terms the parties agree first to try in good faith to settle the dispute by mediation administered by the
American Arbitration Association under its Commercial Mediation Rules, with each party bearing its own expenses with respect to the mediation. Notwithstanding the foregoing paragraph, the parties acknowledge that nothing herein shall limit in any
manner the ability of either party to terminate the Agreement in accordance with Section 8(b) of the Agreement and that any such termination shall not be considered a breach of the mediation provision set forth in this paragraph. 
  

 19 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 IN WITNESS WHEREOF, the parties have executed this Agreement as of the date first above written. 
  

					
	 EXPEDIA, INC.
 13810 SE Eastgate Way Suite 400
 Bellevue, WA 98005
	 	 	 	 TRX, INC.
 6 West Druid Hills Drive
 Atlanta, GA 30329

			
	 /s/ Robb G Krieg
	 	 	 	 /s/ Norwood H. Davis III

	 By:
	 	 	 	 By:

  

					
			
	 Robb A Krieg
	 	 	 	 Norwood H. Davis III

	 Name (print)
	 	 	 	 Name (print)

  

					
			
	 Vice President, Agency OPs
	 	 	 	 President and CEO

	 Title
	 	 	 	 Title

  
 [SIGNATURE PAGE TO THE
AMENDED AND RESTATED EXPEDIA, INC./TRX, INC. 
 SERVICE AGREEMENT.] 
  

 20 

  
 Appendix 1 - Grant of
Rights 
  
 (a) Rights Grant. For the term of this
Agreement, TRX hereby expressly grants to Expedia a non-exclusive, royalty-free right to use the software set forth on Exhibit J hereto as it may be amended from time to time (the “Licensed Software”) for the sole purpose of providing
Services for Expedia.com customers. Licensed Software shall be accessible by Expedia over the Internet or in any other media (as determined by TRX in its sole discretion) as such Licensed Software is made available on a reasonable schedule
determined solely by TRX. Licensed Software may become unavailable from time to time. In such an event of unavailability, TRX’s sole obligation (and Expedia’s sole remedy) shall be for TRX to use reasonable efforts to promptly correct such
unavailability or other technical problems that disrupt TRX’s delivery of the Services. In no event may Expedia decompile, modify, reverse engineer, or otherwise attempt to access the source code of Licensed Software, or create derivative works
thereof. Expedia’s right to use Licensed Software will automatically terminate upon the termination of the Agreement. 
  
 (b) Expedia Provider Access and Use Right. The rights granted above include the limited, terminable, right for Expedia to allow its providers to
which it has outsourced its functions that require use of Licensed Software (“Expedia Providers”) the right to access and use such Licensed Software solely and for the limited purpose of such Expedia Providers providing Services for
Expedia.com customers on Expedia’s behalf. This access and use right is contingent upon Expedia providing sixty (60) days prior written notice to TRX of its intent to permit access and use and the name of the Expedia Provider to whom the
limited access and use right will apply, and TRX’s approval of such Expedia Provider, which shall not be unreasonably withheld. This access and use right is also contingent upon Expedia requiring all Expedia Providers to comply with the use and
non-disclosure restrictions stated in this Agreement including, but not limited to, the terms set forth in the Non-Disclosure Agreement. Expedia shall be responsible for any breach of such use and non-disclosure restrictions by Expedia Providers.
All access and use rights granted in this Section (b) of this Appendix shall automatically terminate upon the termination of the Agreement. 
  
 (c) Intellectual Property Rights. Except as specifically provided in this Appendix, Expedia shall not allow third parties other than Expedia
Providers for whom Expedia has provided notice to TRX, to use or access Licensed Software for any purpose whatsoever. Expedia acknowledges and agrees that Expedia does not and will not have any right, title and interest in and to any Licensed
Software, including any intellectual property related thereto, other than as expressly provided in this Appendix. This Appendix shall survive termination of the Agreement for any reason. 
  
 [THE REMAINDER OF THIS PAGE IS INTENTIONALLY LEFT BLANK] 
  

 21 

 Exhibit A - Services 
  
 TRX will provide the following travel services (the “Services”): 
  

			
	 Service

	 	 Description

		
	 1.      Take call
	 	Answer incoming call from EXPEDIA Travel customer who has made a reservation using EXPEDIA Travel but has not completed the reservation, or from EXPEDIA Travel customer in need of en route
travel assistance.
		
	 2.      Complete reservation
	 	Obtain any additional information required from EXPEDIA Travel Customer, including any necessary billing information; book travel reservation using ARC and BSP numbers assigned to EXPEDIA or
to TRX (including but not limited to those numbers assigned to TRX “Doing Business As Microsoft”); validate reservation and obtain confirmation from travel supplier.
		
	 3.      Issue air travel tickets
	 	Issue ARC or BSP tickets for airline travel purchased by EXPEDIA Travel customer.
		
	 4.      Distribute travel documents
	 	Prepare itinerary for EXPEDIA Travel customer showing all travel reservations and purchases; distribute and deliver to customer with any tickets issued via carrier pursuant to this
Agreement.
		
	 5.      Assist traveler
	 	Make any necessary changes to reservation; facilitate exchanges, refunds, rebookings, and cancellations in the event of travel interruption for any reason.
		
	 6.      Perform ARC/IATA Accounting
	 	Report to ARC and/or IATA weekly (or on a more frequent basis if required or permitted by ARC/IATA) all ARC/IATA transactions to enable payment of commissions to EXPEDIA; provide copies to
EXPEDIA.

  

 22 

			
		
	 7.      Invoice deferred payment travel suppliers (non-air)
	 	Cooperate with DESIGNATED CRS(S) to prepare invoices on behalf of EXPEDIA to car rental companies, hotels, and any other travel suppliers who are paid directly by EXPEDIA Travel customer at
time of travel, using the EXPEDIA-negotiated commission/event fee.
		
	 8.      Collect payments from deferred payment travel suppliers
	 	Operate a lockbox for receipt of commissions/transaction fees from deferred payment travel suppliers.
		
	 9.      Reconcile deferred payment commissions/transaction fees
	 	Reconcile commissions/transaction fees received from deferred payment travel suppliers with reservation records.
		
	 10.    Account for TRX-assigned EXPEDIA Travel commissions
	 	Account for EXPEDIA Travel reservations booked using TRX ARC or BSP numbers; include commissions/transaction fees so earned in amounts deposited daily to the EXPEDIA bank
account.
		
	 11.    Account for international travel
	 	Account for international or other “split ticketing” transactions from EXPEDIA Travel customers referred to TRX outside the U.S. domestic airline GDS systems; include 60% of
commissions so earned in amounts deposited daily to the EXPEDIA bank account.
		
	 12.    Remit commissions/transaction fees to EXPEDIA
	 	Deposit daily the commissions/transaction fees earned for EXPEDIA Travel reservations, including the EXPEDIA portion of international travel reservations, into the EXPEDIA bank
account.
		
	 13.    Perform reservation quality control
	 	Utilize CoRReTM and/or other quality control systems to maintain reservation quality standards pursuant to this Agreement, to obtain seat assignments, and to provide international travel immunization and visa requirements; provide
manual quality control at time of ticketing for manual reservations.
		
	 14.    Provide full accounting
	 	Prepare and submit reports to EXPEDIA pursuant to Exhibit F.

  

 23 

 Exhibit B – Service Process Requirements 
  
 1 Service Performance Measurements: The monthly Service Performance
Measurements are set forth below. The parties agree that no Call Backs or busy signals will be use to manage down call volume. Every six (6) months the parties shall review the then current Service Performance Measurement (“SPM”)
standards, scoring and weighting and discuss whether any changes to them should be made. In the event that the parties do not reach agreement regarding new SPMs or agree that no changes are warranted, the parties agree that the then current SPMs
shall continue in full force and effect until the end of the next consecutive six (6) month period. If during the measuring period of the SPMs, events outside of the control of TRX occur, the parties agree to take into consideration the impact of
such events on TRX’s ability to perform in accordance with the SPMs and make appropriate adjustments, if any. 
  

							
	ASA Score =<	  	    *    	  	 	  	    *    
	“	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    
	 	  	    *    	  	 	  	    *    

  

 24 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

					
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
			
	 Email Average Speed of Answer

	  	ASA
(Hours)

	 	 SPM points

	ASA <=	  	    *    	 	    *    
	“	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
			
	 General Customer Survey

	  	Score %

	 	 SPM points

	Monthly avg. of survey questions is >=	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	Monthly avg. is >=	  	    *    	 	    *    
	 	  	    *    	 	    *    

  

 25 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

					
	 Third Party Audit Results

	  	Score %

	 	 SPM Points

	Average score for month is >=	  	    *    	 	    *    
	“	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
			
	 Total SPM Score

	  	SPM
Points

	 	 ______

	If monthly SPM score total is >=	  	    *    	 	    *    
	If monthly SPM score total is =	  	    *    	 	    *    
	“	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	 	  	    *    	 	    *    
	If monthly SPM score total is <=	  	    *    	 	    *    

  

 26 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 2. SPM Goals; Consequences for Exceeding the SPM Goals: The SPM Goals (which are indicated in the table above) are
in effect from the Effective Date of the Agreement through the term of the Agreement. 
  
 (a) If TRX in any calendar month meets or exceeds the SPM Goals set forth above or other service criteria set from time to time by the parties, then Expedia shall pay the amounts
    *    . Within fifteen (15) days after the end of each     *     during the term of the Agreement, TRX shall invoice Expedia for any
    *     that TRX may have earned during the     *    . TRX shall include a statement in sufficient detail to determine the calculation of the
    *     Expedia shall pay the     *     within fifteen (15) days after receipt of the applicable invoice. 
  
 (b) By     *    , Expedia shall provide TRX a report forecasting the volume of
Tickets and the volume of Calls effective for the     *    . In the event Expedia does not provide TRX with     *    , then the last
    *    ; provided, however, if there is     *     , then     *     shall be deemed to be the actual ticket and call volume for
    *     preceding the Delivery Date. In the event that an Expedia     *     overestimates the actual number of Calls during
    *     by more than     *    , Expedia will reimburse TRX the Front Office Fee for the number of Calls below     *     of the
    *    . In addition, Expedia shall provide TRX at least     *     to any promotion. 
  
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 27 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 Exhibit C – Fees/Costs 
  

	1.	Payment: 

  
 (a) Expedia will pay TRX on a Ticket Processing Fee, Calls Answered Fee, Email Fee and Research Fee basis in accordance with the prices and terms set
forth in this Exhibit C, Section 1. 
  
 (b) Ticket
Processing Fee. Expedia shall pay TRX a Ticket Processing Fee which shall be the number of Tickets issued     *     multiplied by the price per Ticket based on the following table: 
  
 (1) Ticket Processing Fee 
  

			
	 Volume

	  	Price

	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    

  
 (2)
The Ticket Processing Fee is incremental. For example, if     *     Tickets were processed in     *    , the fee for the
    *     would be     *     and the fee for the next     *     tickets would be
    *    . 
  
 (3) “Ticket” shall refer to any unique air reservation created by Expedia on Expedia Points of Sale (defined as “Expedia.com”) and processed by TRX via the WorldSpan Global Distribution System. This includes
reservations generated by Expedia.com including     *     
  

 28 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 (4) “Ticket Processing Fee” as used herein shall encompass payment for
all Mid/Back Office Services that TRX has historically provided in support of Expedia.com reservations including the following: 
  

	 	•	 	Reservation file finishing and quality control through CORRE 

  

	 	•	 	Auto-ticketing (automated/robotic processes) 

  

	 	•	 	Manual ticketing as necessary 

  

	 	•	 	Post purchase ticketing functions including refunds, voids and exchanges 

  

	 	•	 	Support for LTA (lost ticket applications) reconciliation 

  

	 	•	 	Debit memo processing 

  

	 	•	 	Ticket distribution 

  

	 	•	 	ARC report processing and filing 

  

	 	•	 	Record keeping and accounting 

  

	 	•	 	Delivery emails 

  

	 	•	 	Automated schedule change processing and emails 

  
 “Ticket Processing Fee” shall also encompass payment for the following Services which have historically not been included as a part of a Mid/Back Office
Fee in support of Expedia.com reservations: 
  

	 	•	 	Right to use TRX Tools as outlined in Exhibit J to support exchanges and other standard ticketing functions handled by Online Service Representatives (OSRs) servicing
Expedia.com customers. This right is extended to third parties under the terms outlined in this Amendment. 

  

	 	•	 	Post purchase exception processing for non-air package products including but not limited to hotel and car reservations (example: cancellation of non-air package components like
hotels, cars and event tickets) 

  

	 	•	 	Commission management for standard and package air contracts 

  

	 	•	 	Commission management for negotiated corporate air contracts 

  

	 	•	 	Debit memo management for package air reservations 

  

	 	•	 	Distribution services for WWTE customers 

  

	 	•	 	Telecom management for call routing and distribution, GDS connectivity and infrastructure for the delivery of scripts and reporting 

  

	 	•	 	Ticket processing for Expedia Corporate Travel reservations including split ticketing, automated upgrades, automated seat selection, automated waitlist clearance

  

	 	•	 	Quality control and file finishing for pre and post ticketing through CORREX 

  

	 	•	 	Remote printer support if requested by Expedia and jointly defined by both parties 

  

	 	•	 	ARC management and filing for Expedia Corporate Travel and Expedia Package and WWTE ARC numbers 

  
 The parties may mutually agree in writing to include, exclude or further define these or other services within this definition of Ticket
Processing Fee. 
  

 29 

 (5) Expedia and TRX agree to track and measure the exception processing volume associated
with the Ticket Processing Fee. On an annual basis, the parties agree to review the exception processing volumes and, if necessary, to negotiate in good faith to mutually agree upon and establish exception thresholds and related pricing. 

 
 (c) Calls Answered Fee. Subject to Section 1(C)(2) of this
Exhibit C, Expedia shall pay TRX a Calls Answered Fee which shall be the number of Calls answered     *     multiplied by the price per Call answered based on the following table (“Calls Answered
Fee”): 
  
 (1) Calls Answered Fee:

  

			
	 Number of Calls Answered     *    

	  	Price per Call
Answered

	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    

  
 (2)
Notwithstanding the provisions of Section 1(C)(1) of this Exhibit C, for the period from the execution date of this Amendment     *    , the price per Call answered
    *     
  
 (3) TRX shall be under no obligation to answer any Calls in excess of     *     Calls in any given month. 
  
 (4) The Calls Answered Fee is incremental. For example, if     *     Calls are answered in
February 2004, the fee for the first     *     Calls would be     *     and the fee for the next     *     Calls would be
    *     
  
 (5) Expedia will guarantee TRX     *     Calls offered to TRX during a given calendar month “Minimum Call Threshold”. This guarantee shall be in effect
    *     Should Expedia not provide that minimum level of Calls offered to TRX, for that month Expedia will pay TRX the Minimum Threshold Fee (as defined herein) multiplied by the higher of
    *     or actual Calls Answered by TRX during the given month. 
  
 (6) Notwithstanding the provisions of Section 1(C)(7) of this Exhibit C and subject to Section 1(C)(3) of this Exhibit C,
the parties agree that for every calendar month of December during the Term, Expedia will pay     *     
  
 (7) Expedia will pay TRX the Calls Answered Fee (based on an assumption of     *     minutes per
telephone Call which includes talk time, hold time and after Call work, defined hereinafter as the “Call Standard”). In the case where actual telephone Call handling durations as defined previously are at or above
    *     minutes per telephone Call 

  

 30 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 
and TRX can substantiate claims in writing to Expedia’s reasonable satisfaction that material changes to Expedia’s Call handling tools or
procedures caused said increase in Call handling durations for     *    , Expedia has thirty (30) days from substantiation of such claims to correct and/or change said Expedia Call handling tools or procedures
in an effort to reduce Call handling durations to below     *     minutes per telephone Call. In the event Expedia does not assist in reducing Call durations to below
    *     minutes, TRX has the right to demand that the parties negotiate in good faith to mutually agree upon a new per Calls Answered Fee which will be paid retroactively to
    *    of the increased Call handling duration. In the case where actual Call handling durations are below     *     minutes for any
    *     Expedia has the right to demand that the parties negotiate in good faith to mutually agree upon a new per Calls Answered Fee to be paid retroactively to the
    *     of the decreased Call handling duration. 
  
 (8) Each month, TRX will calculate the “Schedule Change Ratio” by     *     will be
determined by multiplying (i) the difference of the number of outbound schedule change less the Target Schedule Change Calls (defined below) by (ii)     *     The ‘Target Schedule Change Calls” shall
mean the number equal to     *     multiplied by the number of Calls. 
  
 (d) Email Fee. Expedia shall pay TRX an Email Fee which shall be the number of emails answered (“Email”) multiplied by the price per
Email based on the following table: 
  
 (1)
Email Fee: 
  

			
	 Number of Emails
 answered
    *    

	  	Price per Email

	     *    
	  	    *    
	     *    
	  	    *    

  
 (2)
The Email Fee is     *     For example, if     *     Emails are received during a particular month, the fee for the first
    *     Emails would be     *     and the fee for the next     *     Emails would be
    *     
  

 31 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 (e) Cross-Sell Fees. 
  
 TRX agrees to offer and assist customers with the purchase of additional travel and travel related products
(“Cross-Sell Services”). TRX will provide Cross-Sell Services using a dedicated Admin Tool link provided by EI and in accordance with all directions, training, policies, and procedures as outlined by EI. EI will pay TRX fees for the
Cross-Sell Services in accordance with the prices set forth below. 
  

						
	 Product Sold

	  	 Conversion Threshold

	  	Fee Per Net
Transaction

	 Car Rental
	  	    *    	  	$	    *    
	 	  	    *    	  	$	    *    
	 GDS Hotel
	  	    *    	  	$	    *    
	 ESR Hotel
	  	    *    	  	$	    *    
	 	  	    *    	  	$	    *    

  
 (f) Research
Cases: Expedia will pay TRX a research fee of     *     (the “Research Fee”). In consideration of the Research Fee, TRX shall continue to handle customer service issues which require off-line
follow-up research with a vendor and/or Expedia. Research work will include verbal and/or written follow-up communication to the customer (except in such cases that vendor and/or Expedia will conduct such follow-up) and adequate documentation in the
ExpeRT CRM system. In addition to standard research for refunds and LTAs, TRX will provide a team of     *     dedicated TRX personnel who shall work with Expedia to research and resolve complex customer
service issues. Expedia agrees to increase the research fee in increments of     *     for each additional     *     tickets issued by TRX over
    *     
  
 (g) The
parties will actively work together to analyze the cause of Calls, inbound emails, and CRDs (what problems or issues motivate customers to Call, email, or CRD TRX), and improve these ratios (determine and implement a strategy/process design to
prevent or reduce the number of Calls, inbound emails and CRDs). 
  

	2.	Costs: 

  
 (a) Expedia shall bear the costs for the following items in connection with the Services (“Expedia Costs”): 
  
 (1)     *     
  
 (2)     *     
  
 (3)     *    

  

 32 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 
    *     
  
 (4)     *     
  
 (b) TRX shall bear all traditional costs associated with providing the Services (‘TRX Costs”). Traditional costs
are all costs that have been borne by TRX and Expedia as of the Effective Date, except for the Expedia Costs defined above and as may otherwise be set forth in the Agreement. 
  
 (c) Expedia may request reasonable changes in the scope or manner of performance of the Services being performed by TRX
hereunder. Upon receipt of each such request from Expedia (a “Change Request”), TRX will evaluate the impact that the Change Request will have on the resources required by TRX to perform the Services and the amounts then payable to TRX
hereunder. TRX will give an initial response to such requests to Expedia as to the results of such evaluation (a “Change Proposal”) within five (5) business days following receipt of that Change Request, unless otherwise agreed to by
Expedia. If Expedia does not receive a written response to the Change Request within five (5) business days, the Change Request is deemed accepted. In the event that, upon the request of Expedia, TRX performs Services not included under this
Agreement, Expedia shall bear any and all costs of such Services, including, but not limited to, technology development costs, as mutually, agreed upon by the parties. Notwithstanding the provisions of Section 3 of the Agreement, in the event TRX
provides technology development to Expedia as a Service not included under this Agreement, (i) if TRX charges Expedia below the then current market rate for such Service, TRX shall own any and all intellectual property rights for such developed
technology; and (ii) if TRX charges Expedia at or above the current market rate for such Service, Expedia shall own any and all intellectual property rights for such developed technology. 
  
 (d) Notwithstanding the requirements of Section l(j) of the Agreement, TRX agrees, at no charge, to annually provide to and
ensure that, all its employees and Expedia-permitted contractors and subcontractors performing any Services hereunder, agree to ‘ undertake and successfully complete a minimum of     *     of training to
prepare TRX to provide the Services outlined in this Agreement (the “Minimum Annual Training”).     *     per quarter of the aforementioned     *     of
training shall, if needed, be specifically related to enhancements to Expedia’s products and services which materially change the services provided by TRX. In the event that TRX determines that additional training is needed, due to Expedia
enhancements which materially change the services provided by TRX, TRX shall provide to Expedia, for review and approval, a proposed training plan, including a detailed description of the content of such training and the time required to conclude
such training (“TRX Training Request”). Expedia may request that TRX provide specific training in addition to the Minimum Annual Training (“Expedia Training Request”). Upon receipt of an Expedia Training Request, TRX will
evaluate the Expedia Training Request and provide a written proposal to Expedia as to the scope of the training, training schedule, and hours required to provide such training. Expedia agrees to provide the necessary training materials, for limited
duplication, upon request by TRX and 

  

 33 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 
following Expedia approval, to be used by TRX to provide training. Expedia agrees to pay TRX     *     for any
training provided by TRX under a TRX Training Request approved and accepted by Expedia, or an Expedia Training Request approved and accepted by TRX 
  
 (e)     *     
  
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 34 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 Exhibit D - Expedia Policies 
  
 Introduction 
  
 The following code of conduct is not a contract. It is intended solely to provide general guidance to vendors and their representatives to assist them in functioning
smoothly and efficiently while performing work for Expedia. 
  
 Expedia is
committed to promoting a positive work environment. We expect our vendors and their employees, agents, and subcontractors (collectively, “representatives”) to adhere to the same standards of conduct and behavior that we expect from our own
employees while you and your representatives are on Expedia property or doing business with Expedia. 
  
 The information outlined below is important and should be read carefully. All third party vendors will be required to educate and, when appropriate, train their representatives to ensure they are aware of
Expedia’s expectations regarding their behavior and the consequences of any breaches of Expedia policies. 
  
 The policies summarized below are non-exhaustive, and there may be other conduct not specifically listed that would be unacceptable. Expedia expects that vendors and their representatives will conduct themselves in a
professional manner at all times while on Expedia property or while doing business with Expedia. Expedia may require the immediate removal of any vendor representative who behaves in a manner that is unlawful or inconsistent with any Expedia policy,
or that is otherwise deemed harmful to Expedia’s business. 
  
 E-mail

  
 Electronic mail, or e-mail, provides an easy-to-use, efficient means of
communicating. The following guidelines for preparing and sending e-mail are designed to ensure that each vendor and its representatives use the e-mail system in an appropriate manner. 
  
 E-mail may not be used as a forum for political, religious, or other debates, or as a form of entertainment (for example, chain letters).
Use of e-mail must be limited to Expedia business. All e-mail group aliases (a pre-defined group of users) must be for Expedia business. 
  
 Expedia e-mail names are confidential. Do not give e-mail names to anyone outside of Expedia. Do not share your password with anyone, attempt to gain access to anyone
else’s e-mail account, or use another’s email account without permission. 
  
 Expedia prohibits obscene, profane, or otherwise offensive material from being broadcast across the Expedia network. 
  

 35 

 Non-solicitation Policy 
  

Expedia wants to provide a work environment that allows all employees, and all vendors and their representatives to complete their tasks with the least amount of
disruption. Accordingly, vendors, their representatives, and any other non-Expedia employees are not allowed (while on Expedia property or while using Expedia owned equipment) to engage in solicitation or distribution of literature. This policy
prohibits soliciting or handing out materials for any purpose. 
  
 TRX Access
to Information and Property 
  
 E-mail and its contents, as well as any other
data stored on or transmitted by Expedia-owned equipment, is the property of Expedia and may be accessed by Expedia at any time. Accordingly, the content of e-mail, voice mail, and similar data should not be regarded as protected by any personal
right of privacy. 
  
 Additionally, in order to evaluate and improve customer
service, Expedia may monitor, as necessary, the telephone calls of vendors and their representatives who work in customer service positions. 
  
 Any facilities or equipment, including but not limited to offices, desks, computers, electronic media, motor vehicles, or lockers used by vendors and their
representatives while on Expedia property or while conducting Expedia related business, may be accessed by Expedia as needed. Accordingly, you should not consider protected by any personal right of privacy anything brought onto or stored on Expedia
property stored on Expedia equipment, or used while working on Expedia related business. Any Expedia property used by vendors and their representatives while performing Expedia related business remains the property of Expedia. 
  
 Gifts 
  
 Expedia employees cannot accept payments of any amount or gifts or favors valued in excess of $100 from persons or firms with which we have
business dealings, unless prior approval is obtained from a vice president or more senior company official. Accordingly, you and your representatives should refrain from giving to Expedia employees gifts with a value of more than $100. 

 
 Proper Use of Software 
  
 The unauthorized duplication and use of software and/or documentation by Expedia vendors or
contractors is a violation of the copyright laws of the United States and all the other countries in which Expedia, Inc. and its subsidiaries maintain offices. This applies equally to Expedia software, whether a Beta or a final version, and to
non-Expedia software. Violation of copyright laws can subject vendors and Expedia to liability for significant civil and criminal penalties. In order for this effort to be effective and benefit the software industry, Expedia must lead by example.

  

 36 

 The following practices, unless granted by a specific license, are among those prohibited by this policy: 
  
 Making additional copies of third-party software products for your use on
other computers. 
  
 Making copies of software (third-party or
Expedia) for friends or associates. 
  
 Distributing software over
a network. 
  
 Providing copies of software to bulletin board
services 
  
 Helpdesk maintains a list of software products that have been
licensed to Expedia for network use or on a site-license basis. Each department that acquires third-party software is responsible for retaining proof of proper licensing of that software, such as end user license agreements, original disks and
manuals, and receipts. If you have questions regarding the terms of any third-party license agreement, contact Expedia Legal and Corporate Affairs. 
  
 Failure to follow this policy can result in action against the vendor and its representative, including termination of the vendor representative’s services and/or
termination of Expedia’s contract with the vendor. 
  
 Confidentiality

  
 All information supplied by Expedia to vendors and their representatives
should be regarded as confidential unless otherwise notified. Vendors and their representatives are not authorized to speak to the press on Expedia’s behalf, unless expressly authorized to do so by Expedia’s Public Relations group. Prior
to performing any work for Expedia, all vendors will be required to sign a contract that includes a nondisclosure agreement. 
  
 Vendor Standards 
  
 Expedia expects its chosen vendors to operate in the best interest of the company at all times. It is expected that all equipment, manpower & services will be provided at the highest quality level while
maintaining flexibility and cost effectiveness. 
  
 It is the responsibility of
the vendor to inform its Expedia contact (or a member of Expedia management) when situations develop that require the vendor to operate in direct violation of the guidelines set forth in this document. 
  
 Additionally, in the event a Expedia employee has a relationship (spouse or other family
relation, friend, domestic partner, etc.) with a vendor that might create a conflict of interest or the appearance of a conflict of interest, Expedia senior management approval is required prior to contracting for the services of said vendor.

  

 37 

 Exhibit E - TRX Deliverable 
  
 In addition to the Services to be provided by TRX pursuant to Section 1 and Exhibit A of this Agreement, TRX shall provide the
following: 
  
 1. Establishment and maintenance of CRS equipment and connectivity
to the Facilities; 
  
 2. IVR phone prompting and reporting (EXPEDIA reserves the
right to assume this responsibility), including call overflow capabilities to auxiliary facilities; 
  
 3. General ledger/back office accounting system sufficient to provide reports as set forth in Exhibit F and otherwise to provide the Services as set forth in this Agreement; 
  
 4. A copy of travel agency management reporting software used to provide reports specified in
Exhibit F, to be provided to EXPEDIA, as well as access to the Travel Agency Management Reporting Software; 
  
 5. Storage of agent coupons, voids, ARC sales reports, agent sales summaries, settlement authorization forms, and other necessary forms; 
  
 6. Risk assessment services for international travel; 
  
 7. Development of CoRRe to support email capability per TTG development specifications.

  
 8. CRS scripts to increase agent productivity. 
  
 9. Equipment to dynamically change IVR recording and equipment to play “hold”
advertising. 
  
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BLANK] 
  

 38 

 Exhibit F - TRX Reporting Requirements 
  
 TRX shall provide Expedia with data and reporting, including but not limited to, data
elements as specified below, and any other data or reporting that Expedia may reasonably ask for during the term of this Agreement. TRX agrees to provide sample data and reporting prior to implementation as requested by Expedia. Any such requested
data and reporting shall be approved by Expedia prior to implementation, which approval shall not be unreasonably withheld. 
  
 1. Daily Call Data. TRX shall archive daily phone statistics from 12:00 a.m.-12:00 a.m. daily. The month’s complete daily archive data will be made available
to Expedia within     *     per an electronic file format to be provided by Expedia. 
  
 Call Center Daily Statistics summary will include the following with daily totals: 
  

	 	•	 	# of US Tickets 

  

	 	•	 	$ of US Tickets 

  

	 	•	 	# of CA Tickets 

  

	 	•	 	$ of CA Tickets 

  

	 	•	 	E-Tkt Percentage (US Tickets Only) 

  

	 	•	 	# of Emails Received 

  

	 	•	 	# of Emails Sent 

  

	 	•	 	ASA Email 

  

	 	•	 	Email/Ticket Ratio 

  

	 	•	 	# Call Answered 

  

	 	•	 	ASA Phone 

  

	 	•	 	Abandon % >60 seconds 

  

	 	•	 	Call/Ticket Ratio 

  

	 	•	 	Staffed FTEs 

  
 2. TRX shall archive monthly phone statistics. The month’s complete daily archive data will be made available to Expedia within five (5) business days from the end of each calendar month, per an electronic file
format to be provided by Expedia. 
  
 Call Center Monthly Statistics summary will
include the following with monthly totals: 
  

	 	•	 	# of US Tickets 

  

	 	•	 	$ of US Tickets 

  

	 	•	 	# of CA Tickets 

  

	 	•	 	$ of CA Tickets 

  

	 	•	 	E-Tkt Percentage (US Tickets Only) 

  

	 	•	 	# of Emails Received 

  

	 	•	 	# of Emails Sent 

  

	 	•	 	ASA Email 

  

 39 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

	 	•	 	Email/Ticket Ratio 

  

	 	•	 	# Call Answered 

  

	 	•	 	ASA Phone 

  

	 	•	 	Abandon % >60 seconds 

  

	 	•	 	Call/Ticket Ratio 

  
 3. Incident Reports. All issues and escalations generated by TRX, will be tracked/traced using a numerical code and procedure to be provided by Expedia. On an exception basis, Expedia may require TRX to track
specific incident types. Such information may include, but not be limited to, customer name, phone number, system configuration information and incident description. 
  
 4. Additional Reports. In addition to the reports described above, TRX shall provide the following reports to Expedia as specified by
the table below and in accordance with the Report Delivery Schedule below. The parties acknowledge and agree that the type, format, and due date of the Reports will be jointly developed by TRX and Expedia and are subject to change and that the
parties will work together to mutually agree upon such changes. 
  

							
	 Report Name

	  	Frequency

	  	 Due Date

	  	Deliver or Post

	 Weekly Credit Card Charge Back Debit Memos
	  	TBD	  	TBD	  	Expedia
	 FPM/HPM Issue Report
	  	Monthly	  	TBD	  	Expedia
	 CRD Escalated Issues Report
	  	TBD	  	TBD	  	Expedia
	 Debit Memo Payment Summary Report - Due on the same schedule as the Monthly Invoice(attached)
	  	Monthly	  	TBD	  	Expedia
	 LTA Report
	  	Monthly	  	TBD	  	Expedia
	 Monthly Invoices
  
 •      Service Invoice
  
 •      Bill Back Invoice
  
 •      Promotion
Line Invoice
  
 •      AAB Invoice
	  	Monthly	  	Due in accordance with the due dates set forth in the Report Delivery Schedule below	  	Expedia

  

 40 

							
	 End of Month Report (BOM)
	  	Monthly	  	TBD	  	Expedia
	 Monthly Business Review (MBR) Presentation
	  	Monthly	  	TBD	  	Expedia
	 Quarterly Business Review (QBR) Presentation
	  	Quarterly	  	TBD	  	Expedia

  
 5. Business Reviews. TRX shall
organize and present monthly and quarterly business reviews for Expedia. The agenda and expectations will be based on input from Expedia. In general, these meetings will include a TRX performance review, continuous improvement projects, management
status reviews, cost reduction initiatives and other operational areas and issues. At a minimum, TRX shall include: 
  

	 	•	 	Performance reviews by product; air, car, hotel reservations 

  

	 	•	 	Highlights and Lowlights 

  

	 	•	 	Performance against goals and metrics 

  

	 	•	 	Help Needed from Expedia 

  

	 	•	 	Priorities 

  

	 	•	 	Project Updates (i.e., Quality Initiatives, Tool training, etc.) 

  

	 	•	 	Update from last business review 

  

	 	•	 	Appendix with support data (as necessary) 

  
 Quarterly expectations: 
  

	 	•	 	Held the month following the Expedia Fiscal Quarter End (Jan, April, July, Oct) 

  

	 	•	 	Formal presentation shall be delivered in Bellevue, WA. 

  

	 	•	 	Audience: Expedia Customer Service Management and Operations Managers 

  

	 	•	 	Soft copies of presentation shall be made available five (5) business days prior to meeting. 

  
 Monthly expectations: 
  

	 	•	 	Held each month for the previous months’ activity 

  

	 	•	 	Informal presentation, held via teleconference 

  

	 	•	 	Audience: Customer Service Management. 

  

	 	•	 	Soft copies of presentation shall be made available two (2) business days prior to meeting 

  
 Expedia Report Obligations 
  
 Expedia will provide TRX with the following reports. Additional reports may be requested by TRX and will be jointly developed by TRX and Expedia. 
  

 41 

	1.	General Survey Results–Expedia will provide TRX with     *     report of the General Call Center Customer Survey Results.
    *    The report will include the number of responses and the average score for each question. 

  

	2.	Average Speed of Answer (ASA) for calls transferred to     *     Expedia will provide TRX with a
    *     to include the number of calls transferred by TRX to     *     and the Average Speed of Answer for those respective calls.
    *     

  
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 42 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 Exhibit G - Rules for Use of Expedia’s Name 
  
 TRX’s use of Expedia’s name pursuant to the provisions of Section
3(a) of the Agreement is further conditioned upon the following restrictions: 
  
 (1) Restricted Use of Mark. TRX is not entitled to use the name “Expedia” on, without limitation, signage, letterhead, business cards, in advertising, telephone directory listings, invoices or
on any other materials connected to TRX’s business and business practices, except for those materials designed and approved by Expedia. TRX is not entitled either by implication or otherwise to any title in the Expedia trademarks, service
marks, trade names, logos or symbols. TRX agrees to comply with guidelines for use of the name “Expedia” as may be prescribed by Expedia from time to time. TRX agrees not to form a company, commercial organization, firm or legal entity
with a name incorporating as part of its name the word “Expedia” or any similar word and not to apply for any registration of or to claim any rights in the word “Expedia” or any similar word as a trade name, trademark or service
mark. 
  
 (2) Quality Requirements. TRX agrees that
use of Expedia’s name for answering incoming telephone calls from, making outbound callbacks to, and providing travel documents to Expedia Travel customers pursuant to providing Services, as permitted under the Agreement will be at the same
level of quality previously established by and as prescribed from time to time by Expedia and will be at least commensurate with industry standards. 
  
 (3) Reservation of Rights. All rights not expressly granted are reserved by Expedia. 
  
 (4) No Prejudice of Rights. TRX agrees not to take any action
or fail to take action which would prejudice the rights of Expedia in the name “Expedia” or any other trademark, service mark, logo, trade name or symbol of Expedia, Inc. 
  
 (5) Protection of Trademarks. Service Marks, Logos and Trade Names. TRX agrees to report to Expedia, as soon
as possible after it comes to TRX’s notice, any suspected infringement or disparaging use of the “Expedia” trade name or any trade name, trademark, service mark, logo, or symbol owned by Expedia. 
  
 (6) Misuse. This Agreement may be terminated immediately if TRX
misuses (including, but not limited to, infringement, disparagement and dilution) the name Expedia or any other trademark, service mark, logo, trade name or symbol of Expedia. 
  
 (7) No Further Conveyances. TRX shall not assign, transfer or sublicense the rights granted in the Agreement
or this Exhibit G (or any right granted herein) in any manner, except as specifically provided in this Agreement. 
  

 43 

 EXHIBIT H - Certificate of Insurance 
  
 [Certificate of Insurance to be attached to final agreement]

  
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 44 

 EXHIBIT I - ACKNOWLEDGMENT 
  
 [TRX standard employee confidentiality agreement to be attached to final agreement, together with the following form of acknowledgment.]

  
 Acknowledgment 
  
 As a condition to having the opportunity to perform services in connection with the Expedia
service,                                  [Fill in Employee’s name]
                                 (“Employee”) hereby acknowledges and
agrees that all nonpublic information Employee learns about Expedia, Inc. (“Expedia”) and its business, Expedia Travel, in the course of Employee’s employment with TRX, Inc. (‘TRX”) is considered to be “Confidential
Information” under the Agreement between Employee and TRX and Employee shall keep such information confidential pursuant to the terms of such Agreement and for five (5) years after Employee acquires or learns such Confidential Information.

  
 Such Confidential Information shall include, without limitation, information
relating to released or unreleased Expedia software or hardware products or services, the marketing or promotion of any Expedia product or service, Expedia’s business policies or practices, and information Expedia receives from others that
Expedia is required to keep confidential. Confidential Information shall not include any information that (i) is or subsequently becomes publicly available without Employee’s breach of any obligation owed to TRX or Expedia, (ii) became known to
Employee prior to TRX’s or Expedia’s disclosure of such information to Employee, (iii) became known to Employee from a source other than TRX or Expedia other than by a breach of an obligation of confidentiality owed to TRX or Expedia, or
(iv) is independently developed by Employee. 
  

	
	 DATED: _____________

	
	  
	 (Signature)

	
	  
	 (Print Name)

  

 45 

 EXHIBIT J - LICENSED SOFTWARE 
  
 1. Expedia Exchange Script 
  
 2. Expedia Universal Script 
  
 3. Ticket Partner 
  
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REMAINDER OF THIS PAGE IS INTENTIONALLY LEFT BLANK] 
  

 46Second Amended and Restated Contract; Supply of Fulfillment & CallCentre Service

 Exhibit 10.49 
  
 SECOND AMENDED AND RESTATED CONTRACT FOR THE SUPPLY OF 
  
 FULFILMENT AND CALLCENTER SERVICES 
  
 This contract is between: 
  
 Opodo Limited 
  
 Whose registered office is 5 Chancery Lane, Clifford’s Lane, London EC4A LBU 
 (Hereinafter referred to as Opodo)

 + 
 And; TRX Europe limited 
 Whose registered office is Sutherland House, Russell Way, Crawley, West S USSEX, 
 RH10 1UH (Hereinafter referred to as TRX) 
  
 I have read and accept the
Terms and Conditions contained herein: 
  

									
	 Signed for and on behalf of
 Opodo Limited
	 	 	 	 Signed for and on behalf of
 TRX Europe Limited

					
	By:	 	 /s/ Simon Vincent
	 	 	 	By:	 	 /s/ Trip Davis

	 Name:
	 	 Simon Vincent
	 	 	 	 Name:
	 	 Trip Davis

	 Title:
	 	 CEO OPODO
	 	 	 	 Title:
	 	 President & CEO

					
	 Date:
	 	 30/11/04
	 	 	 	 Date:
	 	 29 November 2004

  
 WHEREAS: 
  
 Opodo wishes to retain TRX as a supplier of certain services as defined herein. 

 

	1.	Definitions 

  

	1.1	As used herein the following terms shall have the following meanings, unless the context otherwise requires: 

  
 “Agreement” means the agreement between Opodo and TRX, comprising
this document and its Schedules. 
  
 “Average Handling
Times” means Talk Time plus Wrap Time for telephone and email handling times as set out in Schedule 7 and split by market. 
  
 “Change Management Procedure” means the procedure detailed in Schedule 4.2. Any amendments to the scope of Services that likely will result or
have resulted in an increase or decrease in Average Handling Times of 10% or more in any one market, or that would require TRX support and services in connections with the proposed entry by Opodo into New Markets as contemplated by Section 4.4, must
be handled through the Change Management Procedure. 
  
 “Confidential Information” means any information relating to the business and affairs (including Intellectual Property Rights) of both Opodo and TRX and to 

  

 1 

 
the identity and business affairs of either parties customers and clients and potential customers and clients which comes to either parties’ attention
or possession and which both parties regard, or could reasonably be expected to regard as confidential, whether or not any such tangible information is marked ‘confidential.’ 
  
 “Existing Markets” means the markets of France, Germany and the U.K. 
  
 “Force Majeure” means any event or circumstance which is beyond
the reasonable control of TRX, including an act of God, lightning, fire, storm, flood, earthquake, act of a public enemy, war declared or undeclared, threat of war, terrorist act, blockade, revolution, riot, insurrection, civil commotion, public
demonstration, sabotage and act of vandalism, but excluding strikes, lockouts or other industrial disturbances occurring solely within the business of TRX. 
  
 “Intellectual Property Rights” means copyrights, patents, utility models, trademarks, service marks, design rights (whether registered or
unregistered), database rights, and proprietary information rights. 
  
 “Operations Manual” means the manual produced by Opodo and provided to TRX (and reasonably acceptable to TRX) as updated from time to time and used for training purposes. In the event of any discrepancy between this Agreement and
the Operations Manual, this Agreement will govern and control. 
  

	2.	Term of this Agreement 

  

	2.1	The parties agree that the First Amended and Restated Contract for the Supply of Fulfilment and Callcentre Services dated 29 November 2004 (the “First Amendment”)
shall be amended and restated as set forth herein effective 1 January 2005 and all its terms and conditions will be superseded by those detailed in this Agreement. 

  

	2.2	This Agreement is entered into as of the date first written above and its terms and conditions shall automatically supersede and restate in all respects the First Amendment
as of 1 January 2005 and terminate on 31 December 2007 unless terminated earlier in accordance with Section 7. 

  

	3.	Performance of the Services 

  

	3.1	 TRX shall perform for Opodo the fulfilment and call centre services detailed in Schedule 1 (the “Services”) in accordance with the Service Levels
detailed in Schedule 2. During the term of this agreement Opodo may elect, on at least 6 months notice to TRX, to change the levels of TRANXACT services (i) from Level 1 to Level 2 in the UK and/or (ii) from Level 2 to Level 1 in Germany in relation
to markets serviced from the TRX offices in Berlin.    *     

  

 2 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

	 	 
    *     

  

	3.2	In performing the Services, TRX shall comply with all relevant legislation, regulations, codes of practice, guidance notes and other requirements applicable to its
operations. 

  

	3.3	TRX has been informed of the requirements of Opodo and is aware of the Services to be provided and TRX hereby warrants that it has the skill and competence to meet those
requirements and that they will perform the Services with skill, integrity and competence. 

  

	3.4	TRX shall inform Opodo promptly, giving details of the circumstances, reasons and likely duration, in the event that it becomes aware of anything of whatever nature and
whether or not the result of any act or omission on the part of TRX or its employees or subcontractors which may prevent TRX from materially fulfilling its obligations in accordance with this Agreement. 

  

	3.5	TRX shall at all times have the necessary licences, approvals and consents necessary to allow TRX to be the lawful users of any computer hardware and software used by TRX for
the purposes of this Agreement. For the avoidance of doubt, TRX shall not be liable for breach of this Section 3.5 where such breach arises directly as a result of Opodo failing to comply with its obligations pursuant to Sections 6.2 and 9.7.

  

	3.6	Except to the extent expressly provided in this Section 3 all other warranties or conditions as to the quality or standard of performance of the Services whether express,
implied, statutory or otherwise are hereby excluded to the extent permitted by law. 

  

	3.7	The parties acknowledge the     *     provisions set forth on Schedule 5. 

  

	3.8	For purposes of this Section 3.8, the following terms have the following meanings: 

  
 “Affiliate” of an entity means any other entity directly, or indirectly through one or more intermediaries,
controlling, controlled by or under common control with such entity. For this purpose, “control” shall exist when an entity owns beneficially, directly or indirectly, 51% or more of the outstanding voting securities or equity
interests of another entity or where an entity has the ability to elect or to cause the election of a majority of the board of directors of another entity. 
  
 “Annual Minimum Volume” means the aggregate volume of TRANXACT Level 1 ticket transactions performed by TRX for Opodo in the Existing Markets
during the 12 months ending 31 December 2004. 
  
 “TRANXACT
Level 1 Services and Functionality” means the services and functionality provided generally by TRX’s TRANXACT Level 1 services offering. 
  

 3 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 (a) While there is no exclusivity obligation in this Agreement, it is TRX’s hope and expectation
that Opodo shall procure all of its TRANXACT Level 1 Services and Functionality needs in or with respect to the Existing Markets fromTRX. 
  
 (b) In the event Opodo procures TRANXACT Level 1 Services and Functionality in the Existing Markets from any party other than TRX (an “Alternative
Supplier”), Opodo shall give TRX written notice of same. 
  
  
 * 
  
 (c) For the avoidance of doubt, any adverse effect or diminishment in Annual Minimum Volume resulting from or in connection with the exercise of
Opodo’s rights under Section 7.1 of this Agreement will be excluded from the above calculations. 
  
 (d) For the avoidance of doubt, Opodo shall not be liable for any adverse effect or diminishment on Annual Minimum Volume: 
  
     *    . 
  

	4.	Payment 

  

	4.1	In consideration of the provision of the Services, Opodo shall pay to TRX the fees detailed in Schedule 3 (the “Fees”) and in consideration for the provision of the
“UK Management Services” (as defined in Schedule 5), the fees set out in Schedule 5. All fees payable hereunder are exclusive of VAT. 

  

 4 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

	4.2	Each year during the term of the Agreement the parties will conduct in good faith a review of the Fees (“Benchmarking Process,” as further detailed on Schedule 3). The
Benchmarking Process will begin on October 1 and the parties intend that it be completed by 31 October. The Benchmarking Process will be conducted pursuant to the Benchmarking procedures set forth on Schedule 3. In the event the Benchmarking Process
indicates that TRX is entitled to increase the Fees such increase in any single year will be limited to     *    . 

  

	4.3	Unless the parties otherwise agree (e.g. pursuant to or in connection with a Change Management Procedure), any change in the Fees resulting from the Change Management
Procedure detailed on Schedule 4.2 will be limited as follows: 

  

	 	(a)	Any change giving rise to a     *     or more increase in Average Handling Times; where such increase is sustained for
    *     consecutive calendar months or more after the scope of Services has been modified though such procedure, TRX shall be entitled to charge at cost for the incremental increase in the relevant Average
Handling Times (in the relevant market only); 

  

	 	(b)	Any change giving rise to a     *     or more decrease in Average Handling Times, where such decrease is sustained for
    *     consecutive calendar months or more after the scope of Services has been modified though such procedure, TRX shall reduce, at cost, fees corresponding to the incremental decrease in relevant Average
Handling Times (in the relevant market only). 

  

	4.4	If Opodo requests, and TRX agrees, that TRX shall provide Level 1 TRANXACT services (as defined in Schedule 1) for new markets in which Opodo may in the future operate
(“New Markets”, which shall in no event include the Existing Markets), such services will be provided in accordance with pricing then currently applicable to Level 1 TRANXACT. Similarly, if Opodo requests, and TRX agrees, that TRX shall
provide Level 2 TRANXACT services (as defined in Schedule 1) for New Markets in which Opodo may in the future operate, such services will be provided in accordance with pricing then currently applicable to Level 2 TRANXACT. 

 

	 	(a)	With respect to both Level 1 TRANXACT and Level 2 TRANXACT, such pricing is independent of, and does not include, any development or other related costs that may be charged to Opodo
in connection with the entry into and the provision in such New Market of TRANXACT services, and unless otherwise agreed by the parties, any requested provision by TRX of services to support an entry by Opodo into any New Market pursuant to this
Section 4.4 shall be subject to a Change Management Procedure. 

  

 5 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

	 	(b)	For the avoidance of doubt, (i) unless Opodo and TRX agree as herein contemplated, in no event will Opodo be under any obligation to use TRX for the provision of services in any New
Market, nor will TRX have any obligation to provide such services in such New Markets, and (ii) as used in this Agreement, references to TRANXACT services are also deemed to include CORREX services. 

  

	4.5	Except with respect to the monthly prepayment provided and paid in accordance with Schedule 3 (in the section titled “Payment Terms”) and agreed prepaid costs set
out in Schedule 5, all fees, costs and expenses to be paid by Opodo hereunder shall be paid by Opodo     *    . Fees shall be invoiced and paid in accordance with Schedule 3. 

  

	4.6	Sums not paid by their due date shall bear interest from day to day at 3% above the base rate of Barclays Bank plc from time to time or such other rate as may replace it.
Further, a party’s failure to pay amounts due under this Agreement within 15 days of notice of such non-payment shall be deemed a material breach of this Agreement (provided in all events that the initial 30 days standard payment terms
contemplated by Section 4.5 and/or Schedule 3, as the case may be, has elapsed). The parties agree that this remedy provides the payee party with a substantial remedy for the purposes of the Late Payment of Commercial Debts (Interest) Act 1998 and
that the parties waive and exclude the statutory right to interest otherwise granted under such Act. 

  

	5.	Confidentiality 

  

	5.1	Except as permitted by law, neither party shall disclose any Confidential Information relating to the other party without the prior, written consent of the other party.

  

	5.2	Neither party shall make any unauthorised use of the Confidential Information belonging to the other party. 

  

	5.3	Either party shall immediately notify the other party should it become aware of the possession, use or knowledge of any of the Confidential Information by any unauthorised
person, whether during or after the term of the Agreement and shall provide such assistance as is reasonable to deal with such an event. 

  

	6.	Intellectual Property Rights 

  

	6.1	 Any and all copyright and other intellectual property rights or other deliverables and work product produced in the performance of the Services and otherwise
produced or created by TRX, its employees, agents or subcontractors exclusively for and paid for by Opodo shall belong to Opodo. TRX will assign or will procure the assignment of any such rights to Opodo and will take reasonable steps to confirm
vesting of title of any or all such intellectual property rights in any or all countries in Opodo or its nominee absolutely. TRX will execute such documents and provide such information 

  

 6 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

	 	 
and assistance as Opodo reasonably requests for the purpose of confirming those rights to Opodo. 

  

	6.2	All TRX software and hardware is and will remain the property of TRX and Opodo shall not obtain any rights to such property by virtue of this Agreement. For the avoidance of
doubt, hardware and other assets owned by Opodo and used in connection with the performance of this Agreement are identified on Schedule 6.2 hereto. TRX hereby grants to Opodo a personal, non-exclusive, non transferable license for the term of this
Agreement to use any TRX software or other TRX Intellectual Property Rights to the extent necessary for the exercise and performance of Opodo’s rights and obligations under this Agreement. Similarly, Opodo hereby grants to TRX a personal,
non-exclusive, non transferable license for the term of this Agreement to use any Opodo software or other Opodo Intellectual Property Rights to the extent necessary for the exercise and performance of TRX’s rights and obligations under this
Agreement. 

  

	7.	Termination 

  

	7.1	In the event that the annual Benchmarking Process of TRX’s Fees reveals that TRX’s fees for TRANXACT or SELEX are higher than those charged by other suppliers
(which may be affiliates of Opodo) of similar services with respect to similar volumes and periods, and TRX fails to reduce its fees to a competitive level within 20 days of Opodo providing TRX with its Benchmarking figures and the parties
concluding the Benchmarking Process, all in accordance with Schedule 3 (such 20 day period, the “Implementation Period,” which the parties agree they shall use reasonable efforts to conclude as soon after 1 November as is practicable),
then Opodo may terminate TRX’s provision of the “Defined Services” in the “Defined Markets” (as such terms are defined in Schedule 3, “Benchmarking Process,” of this Agreement) hereunder upon giving 6 months prior
written notice to be delivered at any time within 30 days following the conclusion of the Implementation Period. 

  

	7.2	Either party may terminate this Agreement immediately at any time by written notice to the other party if: 

  

	 	(a)	that other party commits any material breach of its obligations under this Agreement which (if remediable) is not remedied within 30 days (or 15 days with respect to a payment
default, as set forth in Section 4.6) after the service of written notice specifying the breach and requiring it to be remedied; or 

  

	 	(b)	that other party ceases to trade (either in whole, or as to any part or division involved in the performance of this Agreement), or becomes insolvent, has a receiver, administrative
receiver, administrator or manager appointed of the whole or any part of its assets or business, makes any composition or arrangement with its creditors, takes or suffers any similar action in consequence of debt or an order or resolution is made
for its dissolution or liquidation (other than for the purpose of solvent amalgamation of reconstruction); 

  

 7 

	7.3	Either party may terminate TRX’s provision of SELEX Services for one or more markets upon providing 6 months prior written notice. With respect to Opodo this notice may be
given at anytime and with respect to TRX may only be given at the time of completion of the annual Benchmarking Process referenced in Section 7.1, above. 

  

	7.4	Upon termination of this Agreement or any portion hereof by Opodo in accordance with section 7.1 or 7.3 above, Opodo shall reimburse to TRX any capital expenditure (unless,
and only to the extent, previously written down or off by TRX) relating to equipment specifically purchased by TRX during the term of this Agreement (and prior approved by Opodo) in order to perform the Services for Opodo. 

 

	7.5	Upon termination of this Agreement, each party shall promptly return to the other or dispose of it in accordance with the other’s instructions all Confidential
Information and other data and documents and copies thereof disclosed or supplied to it pursuant or in relation to this Agreement and shall certify in writing to the other when the same has been completed. 

  

	7.6	TRX acknowledges that it is critical for Opodo to have continuity of the Services following termination of the Agreement or any part of the Services and, in this respect, TRX
agrees to co-operate with Opodo and/or any new service provider appointed by Opodo to provide the Services, or any part of them, all upon such commercially reasonable terms and fees as may be agreed by the parties, in ensuring smooth handover and
continuity of the Services during the handover period as detailed in Schedule 4.1. 

  

	8.	Liability 

  

	8.1	TRX shall indemnify Opodo from all claims, actions or demands by third parties against Opodo, and from all damages, losses, costs, expenses and payments whatsoever suffered or
incurred by Opodo in respect of any breach of the Agreement by TRX arising during the Agreement. Opodo may satisfy this indemnity for any valid claims from any payments due to TRX by Opodo. 

  

	8.2	Opodo shall indemnify TRX from all claims, actions or demands by third parties against TRX, and from all damages, losses, costs, expenses and payments whatsoever suffered or
incurred by TRX in respect of any breach of the Agreement by Opodo arising during the Agreement. 

  

	8.3	Subject to Section 8.5 below, the liability of TRX and Opodo under this Agreement whether in contract, tort or otherwise (including but not limited to liability under the
indemnities given under Sections 8.1 and 8.2 but excluding any indemnity given in Schedule 5) shall not exceed the aggregate of the Fees accrued in the 3 month period immediately prior to the month in which the event occurred or the series of events
commenced giving rise to an indemnity or other claim pursuant or related to this Agreement. 

  

	8.4	 SUBJECT TO SECTIONS 8.5 AND 8.6 BELOW, NEITHER OPODO NOR TRX SHALL BE LIABLE TO THE OTHER FOR INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, OR CONSEQUENTIAL 

  

 8 

	 	 
DAMAGES, OR FOR ANY ECONOMIC LOSS OR FOR LOSS OF PROFITS, BUSINESS, CONTRACTS, GOODWILL OR ANTICIPATED SAVINGS. 

  

	8.5	NOTWITHSTANDING THE PROVISIONS OF SECTION 8.3 AND 8.4 ABOVE, SUCH LIMITATIONS SHALL NOT LIMIT TRX’S LIABILITY FOR WILFUL REFUSAL TO PERFORM THE SERVICES IN ACCORDANCE WITH THIS
AGREEMENT, WITH A KNOWING AND SPECIFIC INTENT TO HARM THE BUSINESS OF OPODO, UNDER CIRCUMSTANCES WHERE TRX IS CAPABLE OF PERFORMING (NOT FOR EXAMPLE BUT NOT LIMITED TO AS A RESULT OF FORCE MAJEURE) AND WHERE OPODO IS NOT IN MATERIAL BREACH OF THIS
AGREEMENT (A “STOP PERFORMING BREACH”). IN THE EVENT OF A STOP PERFORMING BREACH, THE LIABILITY OF TRX SHALL NOT EXCEED €10,000,000. 

  

	8.6	TRX shall not be liable for any acts, errors, omissions, losses, injuries, deaths, property damage, accidents, delays, non-performances, or any other irregularities, or any
resulting indirect or consequential damages, occasioned by the actions of the airlines or third party suppliers engaged in providing travel services (except where such suppliers are TRX’s own agents or sub- contractors (e.g. temporary or
contract employees)). 

  

	8.7	Nothing in this Section 8 shall limit either party’s liability for death or personal injury resulting from its negligence or for fraud. 

  

	8.8	Each of the parties hereby irrevocably waives any right, remedy or claim it may have against the other in contract, tort or the law generally (including without limitation any right
to be indemnified) arising directly or indirectly out of the previous agreement between them dated 1 January 2004 or any agreement prior to 1 January 2004 related to the same subject matter (“the Previous Agreement”) and the parties
mutually release each other from any liability in relation to any breach of any obligation owed by one party to the other under or with reference to the Previous Agreement which arose prior to the date of this Agreement and regardless of whether a
party has notified the other in writing or otherwise of any such claim or liability, save in respect of any breach or potential breach of the Previous Agreement: (i) involving fraud, fraudulent misrepresentation; or (ii) involving death or personal
injury resulting from the negligence of a party. 

  

	9.	General 

  

	9.1	If any term herein conflicts with any term contained in either one of the Schedules then the Schedules shall take precedence. 

  

	9.2	English law shall govern the interpretation, construction, effect and enforceability of the Agreement and the parties agree to submit to the exclusive jurisdiction of the English
Courts, unless it is expressly provided otherwise in this Agreement. 

  

 9 

	9.3	Neither party may assign this Agreement without the prior written consent of the other party, which shall not be unreasonably withheld. 

  

	9.4	TRX will observe the provisions of the Data Protection Acts of 1984 and 1998, and shall indemnify Opodo for any breach thereof. Opodo shall indemnify TRX and its employees and
agents against any liabilities arising from any breach of same Acts by Opodo. 

  

	9.5	No rights shall accrue to any third party under this agreement pursuant to The Contracts (Rights of Third Parties) Act 1999. 

  

	9.6	If TRX is prevented, hindered or delayed from performing any of its obligations under this agreement by Force Majeure, TRX’s obligations shall be suspended for so long
as the Force Majeure continues and the relevant Service Levels shall be adjusted to reflect this. During the period of “catch up” following an incident of this type, TRX will also be relieved from paying applicable service credits relating
to SLA’s. Notwithstanding the foregoing, if TRX is subject to a Force Majeure event that prevents its performance hereunder, it shall use all commercially reasonable efforts during the pendency of such Force Majeure event to mitigate the
adverse effects on its services resulting from such event, including but not limited to attempting to migrate affected services to service centres not then affected by such event. 

  

	9.7	Opodo shall obtain all necessary consents from its vendors, licensors, customers and related parties to permit TRX to provide the Services. 

  

	9.8	This Agreement contains the entire agreement between the parties in relation to its subject matter and supersedes any previous agreement, whether written or oral. This shall
not be construed as limiting either party’s liability for fraudulent misrepresentation. 

  

 10 

 SCHEDULE 1 
  

THE SERVICES 
  
 TRX will provide the services set out in the table contained in this Schedule 1 (the “Services”). For the purposes of this Schedule 1, the following
abbreviations have the following meanings: 
  
 ‘ATB’ means Automatic
Ticket and Boarding Pass 
 ‘BSP’ means Bank Settlement Plan 
 ‘PNR’ means Passenger Name Record 
 ‘PTA’ means Pre-paid Ticket Advice 
 ‘SMS’ means Short Message Service 
 ‘TBM’ means Ticket by
Mail 
 ‘TOD’ means Ticket On Departure 
 ‘TSR’ means Ticket Sales Record 
 ‘IATA’ means International Air Transport Association 
 ‘CSR’ means Customer Service Representative 
  

			
	 Service
 (Items 1-21 below relate to SELEX)

	  	 Description

	1) Operate the Berlin centre	  	Operate the Berlin contact centre for customers’ requests for service and assistance as well as servicing, according to the agreed hours of operations. TRX staff and office space
currently used to provide SELEX Services will provide for the exclusive delivery of Services to Opodo.
		
	 	  	Until 31 March 2005 TRX shall provide 24/7 hours SELEX services. From 1 April opening hours shall be     *     Monday-Friday (unless Opodo informs TRX
by 31 March 2005 that it wishes to vary this timing by one hour either way);     *     Saturday and Sunday (unless Opodo informs TRX by 31 March 2005 that it wishes to vary this timing by one hour either way).
Whilst TRX provides 24/7 services, SLA’s will apply on a 24/7 basis, once hours reduce to those described above, the SLA’s will apply to those hours only.
		
	2) Operate the ticketing centre for German and French Markets and the despatch centre for the German market	  	 German Market
  
 Operate the ticketing and despatch centre for ticket printing and despatch in the required German Market All paper tickets that have satisfactorily passed quality control
will be despatched within one day of receipt (subject to the operating days of Opodo’s appointed carrier).

  

 11 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

			
	 	  	French Market
		
	 	  	Operate the ticketing centre for the French Market out of the Berlin office according to the agreed hours of operations set out in “1) Operate the Berlin centre” above. Any instance
requiring manual ticketing will, subject to quality control, be ticketed within one day of receipt.
		
	 	  	French Ticket Printing and Despatch
		
	 	  	Opodo will be responsible for ticket printing and despatch in France.
		
	 3) Respond to customer requests for services or assistance via the following channels:
 Telephone,
 E-mail,
 Callback,
 White mail,
 and Fax.
	  	 German Market
  
 Receive request for services or assistance on a private label basis from Opodo customers in respect of GDS and Opodo Site bookable products. For Germany the products will
be –
  
 •      Air

	  	  
 •      Hotel
  
 •      Car
  
 •      Travel insurance - subject to the completion of the necessary integration
activities

		
	 	  	 For the avoidance of doubt, any change in GDS will be handled through the Change Management Procedures.

		
	 	  	Request for services to cover (provided that, for the avoidance of doubt, Package Services are not included in the following):
		
	 	  	 (a)    Opodo Site Enquiries
  
 (b)    Technical Enquiries (As
defined in Operations Manual)
  
 (c)    Opodo Site navigational enquiries
  
 (d)    Assistance to customer in completing a booking commenced on the Opodo Site
  
 (e)    New Booking via GDS or CSR
  
 (f)     Amend Booking
  
 (g)    Assistance to enquiries
during travel
  
 (h)    Service post travel
  
 (i)     All other enquiries related to the Opodo Site, to events prior, during & post travel relating to

  

 12 

			
	 	  	 customer bookings.
  
 Package Services do not include ‘Shopping Basket’ services i.e. where the customer buys multiple products himself/ herself from the Opodo site and makes a
single payment.
  
 All support and contacts will customers with be transacted in
German and all customer service staff must be fluent in German.
  
 In order to
deliver the service, TRX shall be obliged to rely only on information from the Systems and from information otherwise provided by, or facilitated by, Opodo under the terms of this Agreement
  
 For the avoidance of doubt, TRX shall not seek to resolve, “sold out” city hotel
bookings by any means other than the GDS or Opodo Site. Additionally, TRX will perform the Services in a manner consistent with mutually agreeable GDS high-risk procedures in accordance with the Operations Manual.

		
	 	  	French Market
		
	 	  	Receive request for services or assistance on a private label basis from Opodo customers in respect of GDS and Opodo Site bookable products. For France the products will be -
		
	 	  	 •      Air

		
	 	  	 •      Hotel

		
	 	  	 •      Car

		
	 	  	 •      Travel insurance - subject to the completion of the necessary integration
activities

		
	 	  	 For the avoidance of doubt, any change in GDS will be handled through the Change Management Procedures.

		
	 	  	Request for services to cover (provided that, for the avoidance of doubt, package services are not included in the following):
		
	 	  	 (j)     Opodo Site Enquiries

		
	 	  	 (k)    Technical Enquiries (As defined in Operations Manual)

  

 13 

			
	 	  	 (l)     Opodo Site navigational enquiries

		
	 	  	 (m)   Assistance to customer in completing a booking commenced on the Opodo Site

		
	 	  	 (n)    New Booking via GDS or CSR

		
	 	  	 (o)    Amend Booking

		
	 	  	 (p)    Assistance to enquiries during travel

		
	 	  	 (q)    Service post travel

		
	 	  	 (r)     All other enquiries related to the Opodo Site, to events prior, during & post travel relating to
customer bookings.

		
	 	  	Package Services do not include “Shopping Basket” services i.e. where the customer buys multiple products himself/herself from the Opodo site and makes a single
payment.
		
	 	  	All support and contacts with customers will be transacted in French and all customer service staff must be fluent in French.
		
	 	  	In order to deliver the service, TRX shall be obliged to rely only on information from the Systems and from information otherwise provided by, or facilitated by, Opodo under the terms of this
Agreement.
		
	 	  	For the avoidance of doubt, TRX shall not seek to resolve, “sold out” city hotel bookings by any means other than the GDS or Opodo Site. Additionally, TRX will perform the Services
in a manner consistent with mutually agreeable GDS high-risk procedures in accordance with the Operations Manual.
		
	 4) Complete travel reservations
	  	German Market
		
	 	  	Obtain all required information to complete the customer’s travel reservation (PNR and other related system). This information shall cover, but not be limited to, customer details, its
travel needs and payment information.
		
	 	  	The travel reservations shall be completed in accordance with the agreed format validated with the customer and confirmed via the GDS (and/or the Opodo Site where necessary).
		
	 	  	French Market
		
	 	  	Obtain all required information to complete the customer’s travel reservation (PNR and other related system). This information shall cover, but not be

  

 14 

			
	 	  	limited to, customer details, its travel needs and payment information.
		
	 	  	The travel reservations shall be completed in accordance with the agreed format validated with the customer and confirmed via the GDS (and/or the Opodo Site where necessary).
		
	5) Confirm travel reservations made or/and modified through the Service Centre to customer	  	 German Market
  
 Confirm travel reservations to customer by e-mail, or SMS (when available), or telephone where necessary, dependent on the customer’s or Opodo’s preference.
Email and SMS confirmations shall be system generated. For the avoidance of doubt TRX will not be required to manually produce confirmations (except for duplicate confirmations).

		
	 	  	French Market
		
	 	  	Confirm travel reservations to customer by e-mail, or SMS (when available), or telephone where necessary. dependent on the customer’s or Opodo’s preference. Email and SMS
confirmations shall be system generated. For the avoidance of doubt TRX will not be required to manually produce confirmations (except for duplicate confirmations).
		
	6) Perform quality control	  	German Market
		
	 	  	Utilise CORREX and /or other TRX processes to ensure PNRs, e-mails, white mail, fax or any other written documents are in accordance with the agreed formats and standards.
		
	 	  	French Market
		
	 	  	Utilise CORREX and /or other TRX processes to ensure PNRs, e-mails, white mail, fax or any other written documents are in accordance with the agreed formats and standards.
		
	7) Issue travel documents	  	German Market
		
	 	  	Issue and dispatch tickets, e-tickets, itineraries, wrappers, travel insurance policies, statutory notices, and receipts as required for a product purchased by customer. Documents shall be in
accordance with the Operations Manual and subject to any GDS

  

 15 

			
	 	  	constraints, having passed Quality Control.
		
	 	  	French Markets
		
	 	  	Issue tickets, e-tickets, itineraries, travel insurance policies, and statutory notices as required for a product purchased by customer. Documents shall be in accordance with the Operations
Manual and subject to any GDS constraints having passed Quality Control.
		
	8) Distribute travel documents	  	German Market
		
	 	  	Package in preparation for despatch (as necessary, according to the relevant process as defined in the Operations Manual) paper tickets, e-tickets, vouchers, wrappers (when introduced
following discussion through the Change Management Procedure), itineraries, travel insurance policies, statutory notices for customer, showing the relevant travel reservations and purchases for distribution.
		
	 	  	Distribute travel documents (by mail or courier) together with such reasonable marketing material as may be placed inside a standard Post Office approved size envelope, and deliver to
customer or arrange for collection from relevant supplier as instructed by customer or Opodo. Other methods of distribution shall include, but not be limited to, e-tickets, TOD, PTA to airlines provided that such other distribution shall not include
an obligation to distribute marketing material.
		
	 	  	TRX shall only be required to sort marketing materials by Market.
		
	 	  	French Market
		
	 	  	Opodo will be responsible for Distribution of travel documents/itineraries etc. for the French Market.
		
	9) Track travel documents	  	German Market
		
	 	  	Track delivery of travel documents prior to document issue and, where requested by customer, after issue when delivery is by courier or special mail service at customer expense. For on-line
bookings, Opodo shall advise the delivery method in the PNR.
		
	 	  	French Market
		
	 	  	For the French market Opodo will be responsible for

  

 16 

			
	 	  	tracking of documents.
		
	10) Assist customer with exchanges, re-issues and amendments	  	German Market
	 	  	Exchanges, re-issues and amendments in respect of e-tickets and ATB for Air and all other site bookable products where Opodo is MOR.
		
	 	  	Upon customer’s request or Opodo’s request, or supplier request:
		
	 	  	 •      Make any necessary GDS or CSR based changes to reservations, accurately including but not limited
to re-bookings and cancellations;

		
	 	  	 •      Complete exchanges, re-issues and amendments via GDS and according to the applicable industry
practice, rules and procedures.

		
	 	  	For the avoidance of doubt, this includes GDS and CSR changes, and international access for en-route assistance subject to agreed hours of operation by Market.
		
	 	  	French Market
		
	 	  	Exchanges, re-issues and amendments in respect of e-tickets and ATB for Air and all other site bookable products where Opodo is MOR.
		
	 	  	Upon customer’s request or Opodo’s request or supplier request
		
	 	  	 •      Make any necessary GDS or CSR based changes to reservations, accurately including but not limited
to re-bookings and cancellations;

		
	 	  	 •      Complete exchanges, re-issues and amendments via GDS and according to the applicable industry
practice, rules and procedures.

		
	 	  	For the avoidance of doubt, this includes non-GDS and CSR changes, and international access for en-route assistance subject to agreed hours of operation by Market.

  

 17 

			
	11) Assist customer with refund Completion	  	 German Market
 .

	 	  	Refunds in respect of e-tickets and ATB for Air within 3 days, plus all other site bookable products where Opodo is MOR
		
	 	  	Upon Customer’s request or Opodo’s request, or supplier, initiate and track and complete refunds (undertaking all necessary tasks under TRX’s responsibility and await for third
party’s response where applicable, before TRX can proceed further if necessary). This includes manual refunds.
		
	 	  	For the avoidance of doubt this includes non-GDS and CSR refunds, and international access for en-route assistance subject to agreed hours of operation by Market. Additionally, TRX will
continue to provide the current level of service related to fraud recovery.
		
	 	  	French Market
		
	 	  	Refunds in respect of e-tickets and ATB for Air within 3 days, and all other site bookable products where Opodo is MOR
		
	 	  	Upon Customer’s request or Opodo’s request, or Supplier request initiate and track and complete refunds (undertaking all necessary tasks under TRX’s responsibility and await
for third party’s response where applicable, before TRX can proceed further if necessary). This includes manual refunds.
		
	 	  	For the avoidance of doubt this does not include non-GDS refunds, but does include international access for en-route assistance subject to agreed hours of operation by Market. Additionally,
TRX will continue to provide the current level of service related to fraud recovery.
		
	12) Action Opodo supplier requests	  	German Market
		
	 	  	Answer specific requests by Opodo suppliers to customer travel reservations, including, but not limited to, actioning of GDS queues and/or fax/call/mail/email requests from the Opodo
suppliers.
		
	 	  	French Market
		
	 	  	Answer specific requests by Opodo suppliers to

  

 18 

			
	 	  	customer travel reservations, including, but not limited to, actioning of GDS queues and/or
fax/call/mail/email requests from the Opodo suppliers.
	13) BSP and TSR accounting and reconciliation’s	  	German Market
		
	 	  	It is acknowledged that Hogg Robinson will perform BSP and TSR accounting reconciliation’s under the term of a separate agreement with Opodo. In no event will TRX be responsible for the
acts or omissions of Hogg Robinson.
		
	 	  	Should Opodo change BSP and TSR accounting reconciliation’s to a new provider during the term of the contract, TRX will work with Opodo on the transition and Opodo will compensate TRX
for any development on a time and materials basis. TRX will continue to handle ADM/ACM as currently agreed.
		
	 	  	French Market
		
	 	  	It is acknowledged that Hogg Robinson will perform BSP and TSR accounting reconciliation’s under the term of a separate agreement with Opodo. In no event will TRX be responsible for the
acts or omissions of Hogg Robinson.
		
	 	  	Should Opodo change BSP and TSR accounting reconciliation’s to a new provider during the term of the contract, TRX will work with Opodo on the transition and Opodo will compensate TRX
for any development on a time and materials basis. TRX will continue to handle ADM/ACM as currently agreed.
		
	14) Customer liaison	  	German Market
		
	 	  	Upon receipt of external information affecting customers travel purchase, TRX shall contact and inform customers of changes related to their purchased travel reservations. This includes, but
is not limited to, schedule changes and schedule cancellations and shall occur through telephone when less than     *    , and Email if greater than     *    , and use
of SMS as a priority where possible.
		
	 	  	French Market
		
	 	  	Upon receipt of external information affecting customers travel purchase, TRX shall contact and inform customers of changes related to their

  

 19 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

			
	 	  	purchased travel reservations. This includes, but is not limited to, schedule changes and schedule cancellations and shall occur through telephone when less than
    *    , and Email when greater than     *     and SMS as a priority when possible.
		
	15) Mystery Shopper Programme	  	TRX agrees to participate in Opodo’s monthly mystery shopper program with an outside vendor by contributing     *     in the aggregate until Opodo
discontinues or in-sources such program.
		
	16) Customer feedback	  	German Market
		
	 	  	Collate feedback offered by customers relating to the service supplied both on-line and off-line in accordance with the Operations Manual.
		
	 	  	French Market
		
	 	  	Collate feedback offered by customers relating to the service supplied both on-line and off-line in accordance with the Operations Manual.
		
	17) Complaint management	  	German Market
		
	 	  	Handle any complaints from customers in accordance with the Operations Manual.
		
	 	  	French Market
		
	 	  	Handle any complaints from customers in accordance with the Operations Manual.
		
	18) Referral commission handling	  	German Market
		
	 	  	Pass referral commission payments from vendors to Opodo in respect of Opodo sales as soon as practicable after receipt by TRX. No reconciliation will be undertaken in this respect. Cheques
will be paid into an Opodo bank account or passed unbanked to Opodo as may be agreed between the parties. TRX will have no liability for cheques not received or lost in the post.
		
	 	  	French Market
		
	 	  	Pass referral commission payments from vendors to Opodo in respect of Opodo sales as soon as practicable after receipt by TRX. No reconciliation will be undertaken in this respect. Cheques
will be paid into an Opodo bank account or passed unbanked

  

 20 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

			
	 	  	to Opodo as may be agreed between the parties. TRX will have no liability for cheques not received or lost in the post.
		
	19) Storage of documents and Stationery	  	German Market
		
	 	  	Handle and store at TRX’s premises any documents needed to perform the Services as required by and in accordance with IATA and any other legal requirements as more specifically defined
in the Operations Manual.
		
	 	  	French Market
		
	 	  	Handle and store at TRX’s premises any documents needed to perform the Services as required by and in accordance with IATA and any other legal requirements as more specifically defined
in the Operations Manual.
		
	20) Non-reconcliation items	  	German Market
		
	 	  	TRX is responsible to clear non-reconciled GDS items within its control and in compliance with the Operations Manual.
		
	 	  	French Market
		
	 	  	TRX is responsible to clear non-reconciled GDS items within its control and in compliance with the Operations Manual.
		
	21) Methods of payment	  	German Market
		
	 	  	Working with Opodo’s Payment Service Provider, TRX will accept for travel purchases and process from a financial accounting point of view the following methods of
payment:
	 	  	  
 •      Credit card
  
 •      Debit card
  
 •      Paper invoice
  
 •      Direct Debit (treated as per paper
invoice)

		
	 	  	Further methods of payment as may be agreed subject to Change Management Procedure.
		
	 	  	French Market
		
	 	  	Working with Opodo’s Payment Service Provider, TRX will accept for travel purchases and process

  

 21 

			
	 	  	from a financial accounting point of view the following methods of payment:
		
	 	  	 •      Credit card

		
	 	  	 •      Debit card

		
	 	  	 •      Paper invoice

		
	 	  	Further methods of payment as may be agreed subject to Change Management Procedure.
	(Items 22-23 below relate to TRANXACT)	  	 
		
	22) TRANXACT Services	  	UK MARKET
		
	 	  	Level 1 TRANXACT Services include hosted & automated file finishing, confirmation of travel reservations, automated quality control, automated issuance of travel documents, automated
schedule change notification (within agreed parameters), reporting, document production history and related automation of PNR handling and updates. For the avoidance of doubt all manual processing and customer contact activity is excluded from
scope.
		
	 	  	Optional Level 2 TRANXACT Services include all Level 1 TRANXACT Services, file finishing, confirmation of travel reservations, quality control, automated / manual ticketing, automated
schedule change notification (within agreed parameters), queue management, tracking of travel documents, related automation of PNR handling updates and post ticketing & travel administration including void, refund, and exchange handling,
GDS/fraud checking (as per current operating practices), debit memo administration, BSP non-reconciling items, High Risk Destination handling etc.
		
	 	  	German Market
		
	 	  	Level 2 TRANXACT Services include all Level 1 TRANXACT Services, file finishing, confirmation of travel reservations, quality control, automated / manual ticketing, automated schedule change
notification (within agreed parameters), queue management, tracking of travel documents, related automation of PNR handling updates and post ticketing & travel administration including void, refund, and exchange handling, GDS/fraud checking (as
per current operating practices), debit memo administration, BSP non-reconciling items, e-ticket-

  

 22 

			
	 	  	tax refunds for unused tickets, high risk destination handling, and, for the avoidance of doubt, all manual processing.
		
	 	  	French Market
		
	 	  	Optional Level 2 TRANXACT Services include all Level 1 TRANXACT Services, file finishing, confirmation of travel reservations, quality control, automated / manual ticketing, automated
schedule change notification (within agreed parameters), queue management, tracking of travel documents, related automation of PNR handling updates and post ticketing & travel administration including void, refund, and exchange handling,
GDS/fraud checking (as per current operating practices), debit memo administration, BSP non-reconciling items, e-ticket-tax refunds for unused tickets, high risk destination handling, and, for the avoidance of doubt, all manual
processing.
		
	23) Additional Terms relevant to TRANXACT	  	German Market
		
	 	  	TRX retains the right to cross-utilize TRANXACT agents with other accounts following 30 days notice to Opodo; however TRX will not allow such cross utilization with a direct competitor of
Opodo.
		
	 	  	TRX may operate non-dispatch TRANXACT functions at any TRX facility with the prior consent of Opodo, such consent not to be unreasonably withheld or delayed.
		
	 	  	French Market
		
	 	  	TRX retains the right to cross-utilize TRANXACT agents with other accounts following 30 days notice to Opodo; however TRX will not allow such cross utilization with a direct competitor of
Opodo.
		
	 	  	TRX may operate non-dispatch TRANXACT functions at any TRX facility with the prior consent of Opodo, such consent not to be unreasonably withheld or delayed.

  

 23 

 SCHEDULE 2 
  

SERVICE CREDIT / INCENTIVE MATRIX 
  
 Opodo Proposed SELEX Service Credit Matrix 
  
 The maximum aggregate cap on service credits for any SELEX monthly billing is     *     of SELEX revenues 
  
 Service credits will not apply if actual volume is greater than
    *     of monthly forecasted volume provided     *    . Forecasted calls are defined as received calls less abandoned calls that are
    *    . 
  
 Service credits will be
measured and applied separately for the French and German markets. 
  
 Service
levels for sales calls when the mix of sales calls to total calls is between     *     answered     *    . The monthly service level for sales calls will calculated
using a weighted average methodology based on the daily ratio of sales calls to total calls. 
  
 Service level calculation will exclude extraordinary events such as website or GDS outages, major short term sales or promotions, etc. which cause the daily average volume for specific days impacted by the
extraordinary event to exceed     *     of the daily average     *    . 
  
 For example, if the average daily volume in July 2005 is     *     calls and there are
    *     days in which the daily volume exceeds     *     calls due to site outages, then those specific days would be excluded from the service level calculation.

  

					
	 Support Calls

	  	Thresholds

	  	Credit % of
SELEX Invoice

	 *     Calls answered within     *    
	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*

  

 24 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

					
			
	 Sales Calls

	  	Thresholds

	  	Credit % of
SELEX Invoice

	 *    Calls answered within     *    
	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
			
	 E-Mail

	  	Thresholds

	  	Credit % of
SELEX Invoice

	 *     of emails answered within     *    
	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
			
	 Abandoned Sales Calls

	  	Rate

	  	Credit % of
SELEX Invoice

	 Abandoned calls     *     are not greater than
    *    .
	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*
	 	  	    *    	  	*

  

 25 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 Example - German Market 
  

											
	 Service Credit Matrix - Germany

	  	SL%

	  	Actual

	  	Credit %

	  	Monthly
Invoice
Charge

	  	Credit Due

	 *     Support calls answered within     *    
	  	*	  	*	  	*	  	*	  	*
	 *     Sales calls answered within     *    
	  	*	  	*	  	*	  	*	  	*
	 *     of emails answered within     *    
	  	*	  	*	  	*	  	*	  	*
	 Abandoned support calls >     *     are not greater than
    *    .
	  	*	  	*	  	*	  	*	  	*
	 Abandoned sales calls     *     are not greater than
    *    .
	  	*	  	*	  	*	  	*	  	*
	 Combined Germany SELEX
	  	*	  	*	  	*	  	*	  	*

  

 26 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 SCHEDULE 3 
  

FEES 
  
 TRANXACT Services 
  
 Level 1

  
 The following charges per paper ticket issued shall apply: 
  

					
	 Ticket Volume     *    

	  	 	 	Incremental
Pricing

	     *    
	  	    *    	 	*
	     *    
	  	    *    	 	*
	     *    
	  	    *    	 	*
	     *    
	  	    *    	 	*
	     *    
	  	    *    	 	*
	     *    
	  	    *    	 	*
	     *    
	  	 	 	*

  
 See Schedule 1 for description of
services. 
  

 27 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 Level 2 
  
 The following Level 2 services apply to the French and German operations in Berlin. 
  

					
	 Ticket Volume

	  	*

	  	Incremental
Pricing

	     *    
	  	*	  	*
	     *    
	  	*	  	*
	     *    
	  	*	  	*
	     *    
	  	*	  	*
	     *    
	  	*	  	*
	     *    
	  	*	  	*
	 Greater than    *    
	  	 	  	*

  
 See Schedule 1 for description of
services. For the avoidance of doubt, Level 2 fees quoted above are inclusive Level 1 fees. 
  

 28 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 The following optional Level 2 prices apply to the UK. 
  

					
	 Ticket Volume

	  	*

	 	Incremental
Pricing
(EUR)

	     *    
	  	    *    	 	*
	     *    
	  	    *    	 	*
	     *    
	  	    *    	 	*
	     *    
	  	    *    	 	*
	     *    
	  	    *    	 	*
	     *    
	  	    *    	 	*
	 Greater than    *    
	  	 	 	*

  
 See Schedule 1 for description of
services. For the avoidance of doubt, Level 2 fees quoted above are inclusive Level 1 fees. 
  

 29 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 SELEX 
  
 CE SELEX 
  
 The pricing is on a per contact basis as opposed to a per ticket basis. As contacts are reduced, fewer contacts are billed at given e-mail to contact mix. Price per
defined contact based on the following e-mail to contact ratio 
  
 SELEX price per ticket 
  

																							
	 	  	Contact
to ticket

	  	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 
	 	  	 	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*
	 Email to contact
	  	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 	  	 
	 	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*
	 	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*
	 	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*
	 	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*
	 	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*	  	*

  
 For example, if the contact to ticket
ratio is     *    , and the email to contact ratio is     *    , the SELEX price per ticket is     *    . Similarly, if the
contact to ticket ratio is     *    , and the email to contact ratio is     *    , the SELEX price per ticket is     *    .

  
 The current mix of sales calls to total inbound calls is deemed to be less
than     *    . The mechanism for a pricing change will apply where the mix goes above     *    . Service levels for sales calls when the mix is between
    *     shall be     *     answered in     *     for a given     *    . 
  
 This service includes the handling of telephone sales, support and administrative calls as
well as responding to email requests. Such services will be performed within the service levels parameters as detailed in the section(s) titled “Service Levels”. TRX shall staff its call centres with personnel with the appropriate skill
sets to perform the services and shall further ensure that call centre staff handling calls relating to its French speaking sites are handled in fluent French and Opodo will be entitled to interview all potential staff who would provide these
services and veto any individuals who fail in Opodo’s opinion to reach the appropriate standards. 
  
 Forecast Collar 
  
 The
    *     commitment will be no less than     *     of monthly forecast volume provided     *     out for the following: CE
TRANXACT, CE support calls, sales calls and e-mail and all available UK TRANXACT Level 2 volume. In the event that in     *     the volume is less than 

  

 30 

 
*     of the forecast for that     *    , Opodo shall pay TRX on the basis that
    *     of forecast had been met. 
  
 The service level commitment will apply within the parameters of     *     of monthly forecasted volume provided     *     out for the following volume:

  
 UK TRANXACT, CE TRANXACT, CE support calls, sales calls and e-mail.

  
 TRX shall provide Opodo     *    
flash reports and     *     agent score cards in a mutually agreed format for Berlin based agents. Future changes in reporting requirements requested by Opodo will be accommodated on a time & materials
basis. 
  
 Payment Terms 
  
 Opodo will pay TRX for     *     forecasts in
advance in the following manner: TRX will invoice Opodo on or after     *     for the amount relating to the forecast for     *    . Such invoices shall net off, or gross up, any amounts overpaid or underpaid, respectively (if any), by Opodo for monthly forecasts in the
immediately prior month. Opodo will pay invoices within     *     of receipt, and such invoices will otherwise be subject to the provisions of Section 4.6. 
  
 Unless otherwise agreed (e.g. as part of the Change Management Procedure), all implementation
and development work will be on a time and materials basis on a daily rate of EUR     *    . 
  
 Client deliverables and all other office supplies remain the responsibility of Opodo – including but not limited to; GDS supply and equipment, consumables, access to
CSR application, telephony line drop, stationary etc. Other items such as postage will be levied on a pass through basis as is current practice 
  
 Contact Volumes 
  
 A billable contact will exclude the following: 
  
 All Inbound Email 
 *     of Outbound calls (excluding outbound calls predicated on schedule changes, global, industry,
exception events etc.). 
 All Inbound Faxes 
 All Inbound White
mail 
 All auto handled emails both in and outbound 
 All auto
handled, automated voice responses 
  
 Customer Complaint Handling

  
 TRX will handle all French and German market customer complaints for
Opodo and will notify Opodo within 1 working day of any court action brought against Opodo by a customer and delivered to TRX. This service is included in the daily/monthly contact costs. The only additional costs will be Outbound White mail, which
will be costed as part of the monthly contacts total. 
  

 31 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 Deliverables 
  
 It is Opodo’s responsibility to deliver to TRX in a timely manner necessary deliverables such as Fulfilment and Stationary items to enable TRX to fulfil its
obligations under this Agreement. 
  
 Benchmarking Process

  

	 	1.	As per Section 4.2, the parties will conduct an annual Benchmarking process, to ensure that pricing for the TRANXACT and SELEX Services hereunder is competitive.

  

	 	2.	The Benchmarking Process will commence by at least the 1st of October each year with the plan to conclude the process by 31st October. 

  

	 	3.	Opodo will issue an RFP (Request for Pricing) to a minimum of two named and one un-named suppliers of similar services with respect to similar volumes and periods (“Alternative
Suppliers”, one of whom maybe an affiliate of Opodo), as well as TRX, to offer to supply TRANXACT and/or SELEX services for one or more of the Existing Markets. Any responses by the Alternate Suppliers to the RFPs received by Opodo shall
promptly be shared with TRX. 

  

	 	4.	For the avoidance of doubt, the Benchmarking Process will cover TRANXACT and SELEX on a market by market, service by service, basis. 

  

	 	5.	In the event Opodo desires to accept the RFP of an Alternative Supplier, Opodo shall give notice to such effect to TRX, which notice shall indicate all material terms and
conditions, including pricing, of the proposal of such Alternative Supplier, as well as the services and markets covered by such proposal (the “Alternate Proposal”, with the services and markets covered by such proposal, the “Defined
Services” and the “Defined Markets”, respectively). TRX shall then have 20 days in which to agree to match the pricing set forth in the Alternate Proposal with respect to the Defined Services and the Defined Markets.

  

	 	6.	Should TRX be unable or unwilling to match the pricing set forth in the Alternate Proposal with respect to any of the Defined Services or any of the Defined Markets, then Opodo may
exercise its rights to terminate the provision by TRX of Services as per Section 7 of this Agreement with respect only to the Defined Service and Defined Market, as per the Alternate Proposal, whose pricing TRX has been unable or unwilling to match.

  

	 	7.	Alternatively, if the RFPs indicate that TRX’s pricing for TRANXACT or SELEX should be adjusted upward to more properly reflect market rates, TRX shall give notice of same to
Opodo, detailing the case for and amount of such proposed adjustment. In all events, however, any such increase in any one year shall, per Section 4.2, be limited to an aggregate 5% upward adjustment, and the parties shall cooperate to implement
such increase. 

  

	 	8.	Should TRX agree with Opodo new pricing either up or down by product and market then this new pricing will be effective from the 1st January of the following year.

  

 32 

 SCHEDULE 4.1 
  
 HANDOVER PLAN 
  

	1.	TRX acknowledges that it is critical for Opodo to have continuity of the Services following termination of the Agreement or any part of the Services and, in this respect, TRX agrees
to co-operate with Opodo and/or any new service provider appointed by Opodo to provide the Services (including Opodo itself), or any part of them (the “New Service Provider”), in an effort to ensure smooth Handover and continuity of the
Services then being provided by TRX during the Handover Period. The cooperative efforts of TRX in this regard shall be at Opodo reasonable expense (staff charges to be at TRX’s then standard rates) or on such other commercially reasonable terms
and fees as may be agreed by the parties. 

  

	2.	For the purposes of this Handover Plan, “Handover Period” means: 

  

	 	(a)	in relation to the expiration of the Term of this Agreement (31 December 2007), the period commencing on the parties’ agreement to commence Handover (which shall be no later
than 60 days prior to the expiration of the Term) and lasting until the expiration of the Term; or 

  

	 	(b)	in relation to the termination of the provision of all or any Services in any Market, or termination of the Agreement as a whole pursuant to Section 7, the period commencing on the
giving by one party to the other of written notice to commence Handover and lasting not more than 60 days from the date of such notice. 

  

	3.	As part of Handover, and to the extent required by Opodo, TRX shall: 

  

	 	(a)	perform all the relevant Services up to the end of the Handover Period in accordance with this Agreement; 

  

	 	(b)	provide a comprehensive list of tasks outstanding (if any) at the end of the Handover Period and a comprehensive and final statement of account between TRX and Opodo;

  

	 	(c)	deliver to Opodo all undelivered project deliverables and work in progress in relation to Opodo software, whether or not the same are complete, together with any data (in agreed
media) and all stocks of consumables, including but not limited to ticket stocks. 

  

	 	(d)	promptly, on request, do all other things and acts that may reasonably be required to ensure a smooth Handover of the Services. 

  

	4.	As part of Handover, and to the extent required by TRX, Opodo shall also: 

  

	 	(a)	arrange for the removal of GDS equipment and cessation of lines; 

  

	 	(b)	arrange for the redirection of telephone calls to the New Service Provider; 

  

	 	(c)	arrange for the redirection of emails to the New Service Provider; 

  

 33 

	 	(d)	arrange for the redirection of PNRs to the New Service Provider; 

  

	 	(e)	arrange for the migration of unticketed PNRs to the New Service Provider; and 

  

	 	(f)	promptly, on request, do all other things and acts that may reasonably be required to ensure a smooth Handover of the Services. 

  
 Provided that such removal, redirection or migration shall only take place
to the extent that it does not hinder TRX’s ability to continue to provide the Services or perform its obligations under the Handover Plan. 
  

	5.	During the Handover Period TRX shall be entitled to invoice Opodo for fees in accordance with the provisions of Section 4.5 and Schedules 3 and 5 of this Agreement.

  

 34 

 SCHEDULE 4.2 
  
 CHANGE MANAGEMENT PROCEDURE 
  

	1	If either Opodo or TRX (the “Proposer”) wish to propose a change to the nature or manner of provision or receipt of the Services (a “Proposed Change”), it shall
notify the other party (the “Recipient”) of the Proposed Change and such Proposed Change shall be introduced pursuant to this Schedule 4.2. 

  

	2	The Proposer must supply the Recipient with sufficient information and detail to enable to Recipient to properly consider the Proposed Change. The Recipient may in good faith
request further investigation/information if it reasonably considers that it does not have sufficient information to properly consider the Proposed Change. The parties will each use reasonable endeavours to ensure that this process is carried out
quickly and without unreasonable costs being incurred by either party. 

  

	3	Following receipt of a notice under paragraph 1 AND sufficient information under paragraph 2 above, the Recipient shall within 30 days provide to the Proposer a proposal indicating
either: 

  

	 	(a)	the reasons why the Proposed Change is impracticable (in which case, should the Proposer wish to pursue the matter, it shall be escalated in accordance with paragraph 5 below); or

  

	 	(b)	the time that would be necessary to implement such Proposed Change and any changes that would need to be made to the Fees, the Services, Schedule 5 and any other relevant aspects of
this Agreement in order to implement such Proposed Change. 

  

	4	The Proposer must notify the Recipient within 30 days of any proposal made in accordance with paragraph 3(b) whether it accepts such proposal or not. If the Proposer accepts such
proposal, the Recipient and the Proposer shall agree a date on which the Proposed Change shall be implemented and the Services, Fees, Services Levels, Schedule 5 and other aspects of this Agreement referred to in the proposal shall be amended
accordingly with effect from that date. If the Proposer does not accept such proposal, and wishes to pursue the matter, it shall be escalated in accordance with paragraph 5 below. 

  

	5	

  

	 	(a)	If the parties cannot agree to a Proposed Change (including the affect the implementation of it would have on this Agreement), the matter shall be escalated to the CEO of Opodo and
the CEO (or his executive officer designee) of TRX who will for a period of not less than 15 days attempt in good faith to resolve the matter. 

  

	 	(b)	If the matter is not resolved by negotiation, the parties will refer the dispute to mediation in accordance with the Centre for Dispute Resolution (“CEDR”) procedures. If
the parties fail to resolve the matter within 60 days of the initiation of the procedure, the dispute shall be referred to arbitration in accordance with the rules of the London Court of International Arbitration/litigation. The initiation of the
procedure is defined as the written request to CEDR by both parties for mediation. 

  

 35 

	 	(c)	Unless concluded with a written legally binding agreement, all negotiations connected with the dispute and the mediation in accordance with CEDR procedures shall be conducted in
confidence and without prejudice to the rights of the parties in any future proceedings, provided that nothing in this paragraph shall prevent any of the parties from making representations to the arbitral tribunal/any court of competent
jurisdiction as to the conduct of any other party in any negotiations or mediation in the context of any proposed award of costs. 

  

	 	(d)	Each of the parties reserve all their respective rights in the event that no agreed resolution shall be reached in the mediation. 

  

 36 

 SCHEDULE 5 
  

    *     
  

 37 

 Leicester Facility Floor Plan 
  
     *     
  

 38 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 HR Administration–general description of expected Human Resources functionality:  

 
 Recruitment. 
  

	 	•	 	Log the requisition form and keep record of authorisation process. 

  

	 	•	 	Process all CV’s 

  

	 	•	 	Arrange/conduct Interviews/Assessment Centres 

  

	 	•	 	Liaise with managers for selection purposes. 

  

	 	•	 	Liaise with candidate accordingly. 

  

	 	•	 	Offer/reject/ask for 2nd interview.

  
 Starters 
  

	 	•	 	Process the request for offer form. 

  

	 	•	 	Write a letter of intent to new starter. 

  

	 	•	 	Generate the contract. 

  

	 	•	 	Collate all contract documentation. 

  

	 	•	 	Input new starter on the HR Database. 

  

	 	•	 	Write to new starters referees. 

  

	 	•	 	Chase for references. 

  
 Termination. 
  

	 	•	 	Process termination paperwork. 

  

	 	•	 	Calculate holidays and flexible benefits (to be deducted or paid into leavers last pay) 

  

	 	•	 	Input leaver onto the HR Database. 

  

	 	•	 	Input onto Leaver excel spreadsheet for HR records. 

  

	 	•	 	Conduct an exit interview. 

  

	 	•	 	Write to employee with last pay details. 

  
 Amendments 
  

	 	•	 	Process the salary/job adjustment form. 

  

	 	•	 	Input details onto the HR database. 

  

	 	•	 	Write to employee with details. 

  
 Filing 
  
 Opodo files consist of: - 
  
 Contract 

Contract documentation 
 Amendments to contracts. 
 Performance review information 
 Application forms 
 Return to work documentation 
 File notes 
 Operational communications 
 Holiday request forms 
 Write offs 
  

 39 

 Shift swaps 
  

	 	•	 	All files need to be maintained on a daily basis. 

  
 Disciplinary Admin 
  

	 	•	 	Chasing managers for all documentation for the investigation for a potential disciplinary. 

  

	 	•	 	Writing to the individual, stipulating a time and date for the investigation, along with all the documents and policies relevant to the investigation. 

  

	 	•	 	Conducting/providing support during the investigation and the disciplinary hearing. 

  

	 	•	 	Writing to the individual with the outcome of the hearing/investigation. 

  

	 	•	 	Providing further administration support if the individual appeals. 

  
 AWOL Admin 
  

	 	•	 	Make their pay dormant. 

  

	 	•	 	Send Awol letters; 

  

	 	•	 	1st Stage letter–giving them a timescale
and numbers to call. 

  

	 	•	 	2nd Stage – I from response to the
1st letter give them a timescale and number and if they don’t get in contact they have terminated their
contract. 

  

	 	•	 	Either reinstate their pay or ask manager for termination paperwork. 

  
 Maternity 
  

	 	•	 	Write to the individual when first given notification. 

  

	 	•	 	2nd Letter stipulating what they are entitled to
once given the due date. 

  

	 	•	 	Process the Matb I and pass to payroll accordingly. 

  

	 	•	 	Input onto the HR database. 

  

	 	•	 	Reinstate on the HR database when individual returns. 

  
 Salary Review and Bonus. 
  

	 	•	 	Ensure that all managers are briefed fully in the performance review/bonus process. 

  

	 	•	 	Liaise with payroll for bonus details ensuring that all amounts have been authorised accordingly. 

  

	 	•	 	Input any authorised pay increases onto snowdrop. 

  

	 	•	 	Write to the individual with their new salary details. 

  

	 	•	 	File away all performance review/bonus documentation. 

  
 Statistics. 
  
 Headcount report. 
  

	 	•	 	Liaising with managers for the number of heads within the business and cross-referencing them with the HR database. 

  
 Attrition report. 
  

	 	•	 	Liaising with managers for the leaver details and cross referencing them with the HR database. 

  

 40 

 Sickness percentage. 
  

	 	•	 	Provide a monthly sickness percentage based on the total monthly working hours Vs the total absence in the month. 

  

	 	•	 	This is broken down into the call centre and fulfilment. 

  

 41 

 SCHEDULE 6.2 
  
 HARDWARE OWNED BY OPODO 
  

			
	 Items

	  	 Unit Price

	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    
	     *    
	  	    *    

  
 Other hardware may be added to this
schedule at any time during the term of this Agreement provided that Opodo can prove ownership of hardware through purchase invoices etc. 
  

 42 
  
 * CONFIDENTIAL TREATMENT REQUESTED 

 SCHEDULE 7 
  

AVERAGE HANDLING TIMES 
  
 TELEPHONE. 
  

							
	French market:	 	 	  	 	  	 
	 Support calls:
	 	     *    
	  	 	  	 
	 Sales calls:
	 	     *    
	  	 	  	 
				
	German market:	 	 	  	 	  	 
	 Support calls:
	 	     *    
	  	 	  	 
	 Sales calls:
	 	     *    
	  	 	  	 

  
 EMAIL 
  
 The Average Handling Times for email shall be agreed by the parties in writing by 30 June
2005. In the event there is no such agreement by that date, the Average Handling Times for email shall be as follows: 
  

							
	 French market:
	 	     *    
	  	 	  	 
	 German market:
	 	     *    
	  	 	  	 

  

 43 
  
 * CONFIDENTIAL TREATMENT REQUESTED

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