Document:

EX-10.53

 Exhibit 10.53 
 Confidential treatment has been requested for portions of this exhibit. The copy filed herewith omits the information subject to the confidentiality request. Omissions are designated as [*****]. A
complete version of this exhibit has been filed separately with the Securities and Exchange Commission. 
 MASTER AGREEMENT

 This Master Agreement (the “Agreement”) is made and entered into effective as of July 20, 2009 (“Effective
Date”) by and between Concesionaria Vuela Compañía de Aviación, S.A. de C.V. (d/b/a. Volaris), a company duly organized and existing under the laws of the United Mexican States (“Mexico”), whose address is
Avenida Prolongación Paseo de la Reforma 490, Piso 1 Col. Santa Fe Peña Blanca 01210, Mexico , (“Customer”) and Sabre Inc., a Delaware corporation located at 3150 Sabre Drive, Southlake, TX 76092
(“Sabre”). 
 The terms of this Agreement shall apply to each Work Order and to all System(s) and Services provided to Customer
by Sabre hereunder. The terms and conditions set forth in this Agreement and in any Work Order shall control if there are different or additional terms in any Customer purchase order form or Sabre’s acceptance form or invoice. In the event of a
conflict between the terms and conditions of the Agreement and any Work Order, the Work Order shall supersede the Agreement only for the engagement covered under the specific Work Order. 

 

 1. Definitions. For purposes of this Agreement, certain defined terms will have the meanings
set forth in Exhibit A to this Agreement. 
 2. Term and Termination. 

a) Term. This Agreement will commence as of the Effective Date and continue until the later of (i) five (5) years following the Effective
Date, or (ii) the expiration of all Work Orders to this Agreement. 
 b) Termination. Either party may terminate any Work Order
under this Agreement if the other party commits a Material Breach of the Work Order and fails to cure such Material Breach within thirty (30) days following receipt of written notice from the non-breaching party describing the breach in detail
(except for a breach regarding failure to pay amounts due, in which case the period to cure shall be thirty (30) days). Sabre may terminate this Agreement and/or any Work Order if Sabre has given Customer written notice of a default in payment
of any undisputed amounts due and payable more than three (3) times in any twelve (12) month period during the term. Notwithstanding the above, if the Material Breach cannot reasonably be cured within a thirty (30) day cure period,
the non-breaching party’s right to terminate will not be permitted so long as the breaching party (i) provides a written remediation plan to the non-breaching party prior to the expiration of the thirty (30) day cure period; and
(ii) starts the remediation process as set forth in the plan during the thirty (30) day cure period; and (iii) completes the remediation within sixty (60) days from the date of the original default notice. In addition to all
other remedies, upon written notice to Customer as set forth in Section 9(g) below, Sabre shall also have the right to suspend Customer’s access to any System or any Service without terminating this Agreement or any related Work
Order if Customer fails to pay an undisputed sum for a period in excess of thirty (30) days after it becomes payable.

 c) Early Termination. Sabre and Customer agree that each Work Order will contain and define
provisions regarding early termination. The terms and conditions for early termination will be set forth in each Work Order to this Agreement. 

d) Effects of Termination. Upon the expiration or termination of this Agreement or any Work Order, unless provided otherwise in a Work Order, all
license or access rights granted therein will immediately cease to exist, Customer shall promptly discontinue all use of the System(s), erase all copies of the System(s) from Customer’s computers, and return to Sabre all copies of the
System(s), Documentation, and any other Sabre Confidential Information in Customer’s possession or control, and have an officer of Customer certify to Sabre in writing that it has fully complied with these requirements, except that Customer may
retain a copy of such information if it is required by law and consistent with its record retention policies so long as Customer holds such Confidential Information in confidence in accordance with Section 7 below. Sabre shall return all
Customer’s Confidential Information to Customer to Sabre, and have an officer of Sabre certify to Customer in writing that it has fully complied with these requirements, except that Sabre may retain a copy of such information if it is required
by law and consistent with its record retention policies so long as Sabre holds such Confidential Information in confidence in accordance with Section 7 below. 
 3. Fees and Payment. 
 a) Fees. Customer shall pay Sabre the fees and charges
set forth in the Work Orders to this Agreement. 
 b) Travel and Out-of-Pocket Expenses. Customer shall reimburse Sabre for all
reasonable and pre-approved in writing Project related travel and incidental (T&I) out-of-pocket expenses incurred by

 

  

			
	Sabre Inc. — Confidential	 	1

 
Sabre in connection with this Work Order. Customer will provide Sabre with confirmed coach class travel within its network for Sabre employees conducting the work under this Agreement. If travel
is not possible or available on Customers network, then Sabre employees will purchase and be reimbursed for coach class travel on another airline. Out of pocket expenses associated with the project include, but are not limited to, ground
transportation expenses while on-site and during transit; lodging, food and incidental expenses incurred in the performance of this Agreement in accordance with the related Work Order.  

c) Payment Procedures Payment will be made by wire transfer to an account designated to Customer by Sabre. All fees and charges shall be
due and payable forty-five (45) days after receipt of invoice from Sabre. Each monthly invoice will itemize the fees and charges, and will be accompanied by reasonable detail. If an Affiliate of Sabre performs any of Services, Sabre may opt for
such Affiliate to invoice Customer for the Services it provides, in which case Customer will pay that Affiliate directly. Interest on any late payments shall accrue at the rate of one and one half percent (1.5%) per month or the highest rate
permitted by applicable law, whichever is less, from the date such amount is due until finally paid. 
 d) Payments without
Set-Off. All payments by the parties hereunder shall be paid to the other party without set-off or reduction for any amounts owed, or claimed, from the parties. Parties hereby waive and disclaim any rights of offset or set-off. 

e) Taxes. The fees and charges listed in this Agreement and Work Orders do not include taxes, duties or other assessments. Customer will be
responsible for and will reimburse Sabre for all taxes or similar charges that are related to this Agreement or to payments made under this Agreement, other than taxes imposed on the net income of Sabre (collectively, “Taxes”). If Customer
is required by law to make any deduction or withholding of Taxes from any payment due to Sabre under this Agreement, Customer will (i) timely and properly prepare and submit any necessary filings and remit such Taxes to the appropriate taxing
authority, (ii) provide Sabre with governmental receipts evidencing Customer’s withholding and payment to the appropriate tax authorities in a timely manner and (iii) increase each payment related to this Agreement to the extent
necessary to ensure that Sabre actually receives the amount that Sabre would have received if such payment had not been subject to Taxes.  
 Sabre hereby agrees to provide Customer any documentation reasonably requested by Customer to allow Customer to comply with its obligations under

 
the applicable tax law with respect to the transactions covered by this Agreement, including without limitation, (i) a tax residency certificate, currently Form 6166, issued by the U.S.
Department of the Treasury (Internal Revenue Service) or any substitute thereto, and (ii) upon request from Customer seek a provide Customer a new Form 6166 (or any substitute thereto), from the U.S. Department of Treasury. 

4. Intellectual Property 
 a)
Sabre Retention of Rights. Sabre retains exclusive ownership of all worldwide Intellectual Property Rights in the System(s) and Documentation, including any derivative work, modification, Update or Version thereof. Sabre and its suppliers
reserve all rights in and to the System and Documentation not expressly granted to Customer in this Agreement. 
 b) Express Restrictions.
The System(s), and its structure, organization, and source code constitute valuable trade secrets of Sabre. Unless otherwise permitted under the applicable Work Order, Customer agrees not to (i) modify, adapt, alter, translate, or create
derivative works from a System; (ii) merge a System with other software; (iii) sublicense, lease, rent, or loan a System to any third party; (iv) reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code
for a System; or (v) otherwise use or copy the System except as expressly allowed in this Agreement. Decompiling a System is permitted to the extent the laws of Customer’s jurisdiction give Customer the right to do so to obtain information
necessary to render a System interoperable with other software; provided, however, that Customer must first request such information from Sabre and Sabre may, in its discretion, either provide such information to Customer or impose reasonable
restrictions, including a reasonable fee, on such use of a System to ensure that Sabre’s and its suppliers’ proprietary rights in the System are protected. 
 c) Backup Copies. For Systems and Documentation delivered to Customer by Sabre, Customer may make a reasonable number of copies solely for the permitted use and for backup purposes. Customer shall
reproduce on each copy and on each partial copy of a System or Documentation any copyright notice and proprietary rights legend contained therein, as such notice and legend appear in the original. 

5. Indemnification. 
 a) Sabre
will defend, indemnify and hold harmless, at its expense, any action brought against Customer, Customer Affiliates, and their respective directors, officers and employees, to the extent that such action is based on a claim of Infringement. Sabre
will pay any and all damages and costs (including reasonable attorney fees) incurred by

 

  

			
	Sabre Inc. — Confidential	 	2

 
Customer that are attributable to the Infringement, provided that Sabre is promptly informed in writing and furnished a copy of each communication, notice or other action identifying any third
party patent or copyright or relating to the alleged Infringement and is given information and assistance necessary to defend or settle such claim. Customer’s failure to promptly notify Sabre of an Infringement claim shall not relieve Sabre of
any liability under this Section except to the extent that the defense of such action is prejudiced thereby. 
 b) Should any portion of a
System as delivered by Sabre hereunder become, or in Sabre’s opinion is likely to become the subject of a claim of Infringement, then Sabre may, at its option and expense: (i) procure for Customer the right to use the System free of any
liability for Infringement; or (ii) replace or modify the applicable portion of the System with a non-Infringing substitute otherwise complying substantially with the description of the System in the Work Order. If (i) or (ii) are not
commercially and/or economically feasible, Sabre may accept return of the System and reimburse Customer for the implementation and license fees (but not Access Fees) actually paid to Sabre by Customer depreciated on a three year straight line
depreciation schedule. 
 c) If any action is brought against Sabre based on a claim that (i) software code or documentation written by
Customer or any data or information added to a System by Customer or by any other person or entity at Customer’s request; (ii) use of a System in combination with, or in addition to, equipment or computer programs not licensed or developed
by Sabre; (iii) any modification or alteration of a System by Customer or its third party agents or contractors; or (iv) any breach of this Agreement by Customer, constitutes an Infringement, then the indemnity obligation stated in this
Section “Indemnification” with respect to Sabre shall reciprocally apply to Customer. If the parties cannot clearly determine whether the Infringement action is based on the actions of Sabre or of Customer, Sabre may exercise sole control
over the defense and Customer will cooperate with Sabre in such defense. No compromise or settlement of any claim or proceeding may be affected or committed to by Sabre without Customer’s prior written consent, which consent shall not be
unreasonably withheld or delayed. 
 d) The foregoing shall constitute Sabre’s sole and exclusive obligation, and Customer’s sole and
exclusive remedy, for any Infringement by a System of any Intellectual Property Rights. 
 e) Except as expressly provided for in this Section,
Customer shall defend, indemnify and hold harmless Sabre from any and all claims or causes of action arising out of Customer’s use of a System, including but not limited to Customer’s use of the System in combination with, or in addition
to, any

 
equipment or computer programs not licensed or recommended by Sabre. Customer shall pay any and all damages and expenses (including reasonable attorney fees incurred by Sabre) in connection with
such claims, regardless of the circumstances of the claim or damage. 
 6. Disclaimer of Warranty. 

SABRE DISCLAIMS ALL WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, REGARDING THE SYSTEM(S) AND SERVICES, INCLUDING ANY WARRANTIES OF, MERCHANTABILITY,
FITNESS FOR A PARTICULAR USE OR PURPOSE, TITLE, AND NONINFRINGEMENT. NO REPRESENTATION OR OTHER AFFIRMATION OF FACT SHALL BE DEEMED A WARRANTY FOR ANY PURPOSE OR GIVE RISE TO ANY LIABILITY OF SABRE WHATSOEVER. CUSTOMER ACKNOWLEDGES THAT IT HAS
RELIED ON NO WARRANTIES OTHER THAN THE EXPRESS WARRANTIES IN THIS AGREEMENT. 
 7. Non-Disclosure. 

a) Confidential Information. As between the parties, the Confidential Information of each party will remain its sole property. All Confidential
Information shall be held and protected by the recipient in strict confidence, and shall be used by the recipient only as required to render performance or to exercise rights and remedies under this Agreement. Each party will protect the other
party’s Confidential Information from unauthorized use, access or disclosure with the same measures that the recipient takes to protect its own proprietary information of like importance, but in no event less than reasonable care. No
Confidential Information will be disclosed to any third party by the recipient party without the prior written consent of the disclosing party, except that each party may disclose this Agreement and the other party’s Confidential Information to
its Affiliates and their respective directors, employees, attorneys, agents, auditors, insurers and subcontractors who require access to such information in connection with their employment or engagement and who are obligated to keep such
information confidential in a manner no less restrictive than set forth in this Section. The party employing or engaging such persons is responsible and liable for their compliance with such confidentiality obligations. 

b) Required Disclosures. Each party may disclose the Confidential Information of the other party in response to a request for disclosure by a
court or another governmental authority, including a subpoena, court order, or audit-related request by a taxing authority, if that party; (i) promptly notifies the other party of the terms and the circumstances of that request,
(ii) consults with the other party, and cooperates with the other party’s reasonable requests to resist or narrow that request, (iii) furnishes only information that, according to written advice of its

 

  

			
	Sabre Inc. — Confidential	 	3

 
legal counsel, that party is legally compelled to disclose, and (iv) uses reasonable efforts to obtain an order or other reliable assurance that confidential treatment will be accorded the
information disclosed. 
 8. LIMITATION OF LIABILITY. WITH THE EXCEPTION OF LIABILITY FOR DEATH OR PERSONAL INJURY CAUSED BY THE
NEGLIGENCE OF EITHER PARTY (FOR WHICH NO LIMIT SHALL APPLY), EACH PARTY WAIVES ALL LIABILITY OF THE OTHER PARTY, ITS LICENSORS AND SUPPLIERS FROM NEGLIGENCE, WHETHER CONTRIBUTORY, SOLE OR JOINT. EXCEPT FOR EITHER PARTY’S BREACH OF THE
NON-DISCLOSURE OBLIGATIONS OR CUSTOMER’S BREACH OF THE USE RESTRICTIONS PLACED ON THE SYSTEM(S) UNDER THIS AGREEMENT AND THE APPLICABLE WORK ORDERS, NEITHER CUSTOMER, SABRE OR SABRE’S LICENSORS OR SUPPLIERS SHALL BE LIABLE FOR ANY LOST
PROFITS, REVENUE OR SAVINGS OR FOR ANY INCIDENTAL, INDIRECT, EXEMPLARY, SPECIAL OR CONSEQUENTIAL DAMAGES, UNDER ANY CIRCUMSTANCES, EVEN IF SUCH PARTY HAD BEEN ADVISED OF, KNEW, OR SHOULD HAVE KNOWN, OF THE POSSIBILITY THEREOF. UNDER NO CIRCUMSTANCES
SHALL SABRE’S AGGREGATE CUMULATIVE LIABILITY HEREUNDER, WHETHER IN CONTRACT, TORT, OR OTHERWISE, *****. 
 9. General Terms and
Conditions.  
 a) As soon as reasonably possible following the Customer placing a System into Productive Use under any Work Order,
Customer, individually or jointly with Sabre, will issue, with the prior written consent of the Costumer a press release that makes reference in the lead that the applicable technology was enabled by Sabre Airline Solutions and specifically identify
the applicable System(s) and/or Services within the body of the release. This press release will be approved by both parties prior to issuance. Sabre may also identify Customer as one of its clients in general promotional literature and disclose to
current and prospective clients that Sabre has provided Customer with the System(s) and/or Services covered under Work Orders hereunder. In addition, from time to time the parties may also issue a mutually agreed upon press releases in connection
with this Agreement. 
 b) Choice of Law. This Agreement and any dispute arising hereunder shall be construed in accordance with the laws
of the State of New York without regard to principles of conflict of laws. This Agreement will not be governed by the U.N. Convention on Contracts for the International Sale of Goods, the application of which is expressly excluded. The parties
hereby irrevocably submit to the jurisdiction of the United States District Court

 
located in the borough of Manhattan, New York and each party waives any objection which it may have to the laying of venue of any suit, action or proceeding arising out of or relating to this
Agreement in such Court. 
 Notwithstanding anything herein to the contrary, in the event of an actual or threatened breach of the use
restrictions placed on the System(s) and Documentation or the Confidentiality provisions contained herein, the non-breaching party will be entitled, without waiving any other rights and remedies and without obligation to post a bond, to such
injunctive or equitable relief as may be deemed proper by a court of competent jurisdiction. 
 c) Force Majeure. Either party shall be
excused from performing hereunder (except for the payment of money) to the extent that it is prevented from performing as a result of any act or event which occurs and is beyond its reasonable control, including, without limitation, acts of God,
war, action of a governmental entity, strikes, lockouts, insurrection, protest, security breaches or other hostilities, embargos, blockades, fuel or energy shortages, transportation delays or the inability to obtain necessary labor, materials or
utilities from usual sources; provided that the party experiencing the force majeure provides the other with prompt written notice thereof and uses all reasonable efforts to remove or avoid such causes. If the inability to perform or deliver
continues for longer than fifteen (15) days, either party may terminate this Agreement by providing written notice to the other party. 

d) Savings Clause. If any provision of this Agreement is prohibited by law or held to be unenforceable, the remaining provisions hereof shall not
be affected, and this Agreement shall continue in full force and effect as if such unenforceable provision had never constituted a part hereof, and the unenforceable provision shall be automatically amended to so as to best accomplish the objectives
of such unenforceable provision within the limits of applicable law. 
 e) Relationship. Sabre is an independent contractor hereunder and
no employee of either party shall be deemed to be an employee of the other for any purpose whatsoever. Nothing shall be construed to create a partnership, joint venture or agency relationship between the parties. Each party shall comply, at its own
expense, with the provisions of all applicable state and municipal requirements and with all state and federal laws applicable to it as an employer and otherwise. 
 f) Assignment. Neither party may transfer or assign this Agreement to any other person or entity, whether by operation of law or otherwise, without the prior written consent of the other party
except that (i) the parties may assign this Agreement to an Affiliate 

 

  

			
	Sabre Inc. — Confidential	 	4

 
provided that the assigning party remain primarily liable for the assignee’s on-going performance hereunder, and (ii) either party may assign this Agreement to an third party who
acquires all or substantially all of the assignors assets (whether by merger, change of control or otherwise) as long as the assignee expressly agrees to assume all rights and obligations hereunder of the assignor.. 

g) Notices. All notices required to be sent and service of process hereunder shall be in writing and deemed to have been given upon delivery
(i) by commercial courier with delivery tracking capabilities, or (ii) if by certified mail return receipt requested, or (iii) by hand delivery to the addresses set forth below the signature line below, or to such other address or
individual as the parties may specify from time to time by written notice to the other party. Each party agrees that any notice or service of process by any of the methods set forth above is adequate for all purposes and each party expressly waives
any requirement of any other form of notice or service of process. 
 h) Export. If required, Sabre will use commercially reasonable
efforts to obtain all approvals necessary to export the System to Customer’s location. In the event that such approvals are refused, either party may terminate this Agreement or a relevant Work Order, and neither party shall be liable to the
other for any resulting loss or expense. Customer will comply fully with all applicable United States and foreign government export and import control laws and regulations in its use of a System and, in particular, Customer will not export or
re-export any System without all required United States and foreign government licenses. Customer will defend, indemnify and hold harmless Sabre from and against any violation of such laws or regulations by Customer or any of its agents, officers,
directors or employees. Without limiting the generally of the foregoing, Customer shall not, and shall cause its representatives not to, export, directly or indirectly, re-export, divert, or transfer the System(s),

 
Documentation or any direct product thereof to any destination, company or person restricted or prohibited by the United States Export Control. 

j) Waiver. The waiver by either party of any default or breach of this Agreement shall not constitute a waiver of any other or subsequent default
or breach. Except for actions for nonpayment or breach of Sabre’s Intellectual Property Rights in the System(s) or Documentation, no action, regardless of form, arising out of this Agreement may be brought by either party more than one year
after the cause of action has accrued. 
 k) Miscellaneous. All obligations hereunder are subject to the receipt of all necessary
government approvals. This Agreement, together with each Work Order referencing this Agreement, constitutes the entire agreement between the parties related to the subject matter thereof, supersedes any prior or contemporaneous agreement between the
parties relating to the performance of work under a Work Order, and shall not be changed except by written agreement signed by an officer of each party. If any terms in the Work Order conflict with the terms of this Agreement, the terms of the Work
Order shall supersede the terms of this Agreement for that engagement. This Agreement may be executed in counterparts, each of which shall be deemed an original but all of which together will constitute the same instrument. The exchange of a fully
executed Agreement (in counterparts or otherwise) by fax shall be sufficient to bind the parties to the terms and conditions of this Agreement. 

l) Survival. All terms of this Agreement, which by their nature are intended to survive termination of this Agreement, including without
limitation, sections entitled “Effects of Termination”, “Fees and Payment”, “Intellectual Property”, “Indemnification”, “Disclaimer of Warranty:, “Non-Disclosure”, “Limitation of
Liability”, “Choice of Law”, “Claims Period”, “Savings Clause”, “Notices”, “Export:, “Miscellaneous”, and “Survival”, shall survive termination.

 

  
 [SIGNATURE PAGE
FOLLOWS] 

  

			
	Sabre Inc. — Confidential	 	5

 IN WITNESS WHEREOF, Customer and Sabre have executed this Agreement as of the Effective Date set forth
above. 
  

									
	Concesionaria Vuela Compañía de Aviación, S.A. de C.V.	 		 	Sabre Inc.
		 	  
	 		 		 	  

	By:	 	 /s/ Enrique Javier Beltranena Mejicano
	 		 	By:	 	 /s/ Stephen M. Clampett

	Name:	 	 Enrique Javier Beltranena Mejicano
	 		 	Name:	 	 Stephen M. Clampett

	Title:	 	 Chief Executive Officer
	 		 	Title:	 	 President, Airline Products & Solutions

		 	  
	 		 		 	  

		 	  
	 		 		 	  

	By:	 	 /s/ Alfonso Ascencio Triujeque
	 		 		 	  

	Name:	 	 Alfonso Ascencio Triujeque
	 		 		 	  

	Title:	 	General Counsel	 		 		 	

  

					
	Notice Address:	    	Notice Address:
		  	 Avenida Prolongación Paseo de la Reforma 490, Piso 1
 Col. Santa Fe Peña Blanca 01210, Mexico, D.F. Mexico
 Attn: IT Director
	    	 3150 Sabre Blvd.
 Southlake, TX
76092-2129
 Attn: President, Airline Solutions

			
		  	with a copy to:	    	with a copy to:
		  	 Avenida Prolongación Paseo de la Reforma 490, Piso 1
 Col. Santa Fe Peña Blanca 01210, Mexico, D.F. Mexico_
Attn: General Counsel / Director Jurídico
	    	 3150 Sabre Blvd. MD 8314

Southlake, TX 76092-2129
 Attn: General Counsel

  

  

			
	Sabre Inc. — Confidential	 	6

 EXHIBIT A 

Definitions 
 a)
“Access Fees” means a monthly fee paid by Customer to Sabre for access and use a System, the amount and timing of which shall be set forth in the respective Work Orders. 
 b) “Affiliate” means an entity controlled by, controlling, or under common control with another party. “Control” shall mean the ownership of more than fifty percent
(50%) of the voting equity of an entity. An entity will be an “Affiliate” only for so long as such control exists. 
 c)
“Confidential Information” means (i) the terms and conditions of this Agreement and Work Orders and the parties performance hereunder, (ii) information relating to a party’s business, customers, financial condition,
or operations, (iii) Sabre’s information technology systems, Documentation and the Intellectual Property Rights in its System and Documentation and any derivative works thereof; and (iv) any other information, whether in a tangible
medium or oral and marked or clearly identified by a party as confidential or proprietary at the time of disclosure; except such information that (a) is known to the recipient prior to its first receipt of such information from the disclosing
party, provided that such information is not subject to another confidentiality agreement of which Customer and Sabre are a party, (b) is or becomes generally known to the public other than as a result of an unauthorized disclosure by any of
the recipient’s directors, officers, employees, agents or advisors, or (c) is independently developed by the recipient without access to or use of the Confidential Information. The Confidential Information of a party also includes
Confidential Information provided to that party by a third party licensor, supplier, vendor or the like. 
 d) “Documentation”
means Sabre’s then current published guides, manuals and on-line help for System. Documentation may be provided in paper, computer disk, over the web or via online help in a System. 
 e) “Error” means a reproducible failure of a System (as delivered by Sabre to Customer) to perform substantially in accordance with the description of the System given in a Work Order.

 e) “Infringement” means a claim of direct infringement of any duly issued United States patent or copyright resulting from
the supply to Customer by Sabre, or the use by Customer, of any System as delivered hereunder by Sabre under this Agreement. 
 f)
“Intellectual Property Rights” means all copyrights, trademarks, service marks, trade secrets, patents, patent applications, moral rights, contract rights, and other proprietary rights. 

g) “Material Adverse Effect” means a material adverse effect on the assets, properties, business prospects, operations or financial
condition of any party. 
 h) “Material Breach” means the occurrence or existence of any event(s), circumstance(s) or
condition(s) that constitutes a failure of a party to perform its obligations under the Agreement or a Work Order that has a material adverse effect on the other party, unless the breaching party cures such failure within the timeline set out in the
Agreement or the applicable Work Order. 
 i) “Patch” means urgent issue resolution(s) issued to the Customer as part of the
Support Services. 
 j) “Professional Services” means consulting and technical services provided by Sabre in connection with a
System, such as calibration, connectivity, customization, training and implementation support of a System, but does not include Support Services. 
 k) “Productive Use” means the ability to routinely use the functionality of a System in Customer’s business operations for productive purposes. 

l) “Project Schedule” means the estimated delivery schedule for a System or Services. 

m) “Support Services” means the services made available by Sabre for a System as described in Appendix H of a Work Order. 

n) “Support Services Fee” means the fee to be paid to Sabre by Customer for the performance of the Support Services as specified in the
Work Order. 
 o) “System” means the software system, including any Updates or new Versions provided by Sabre to Customer under
this Agreement. 
 p) “Travel Expenses” means all actual documented out-of-pocket expenses incurred by Sabre in the performance
of this Agreement, including but not limited to, air and ground transportation, lodging, meals and incidental expenses. 
 q)
“Update” means a group of patches and/or minor functionality, covered by the Support Services. 
 r) “Version”
means a major enhancement of a System that contains significant new or improved functionality and/or architecture changes that Sabre makes generally available to licensees of the System for an additional charge. The equipment to use a new
Version may cascade into the need to revise interfaces, infrastructure and hardware/server platforms. Additional implementation and upgrade license fees may be required to upgrade to a new Version. 

  

			
	Sabre Inc. — Confidential	 	7

 s) “Work Order” means a supplement to this Agreement signed by the parties to describe
Services, the addition of a System or to implement a change order. A Work Order shall not be effective unless signed by both Customer and Sabre and will then be incorporated by reference into this Agreement and made a part hereof. 

  

			
	Sabre Inc. — Confidential	 	8

 WORK ORDER NUMBER 1 
 TO 
 MASTER AGREEMENT 

SABRESONIC RES, SABRESONIC CHECK-IN and SABRESONIC WEB 
 This Work Order is to the Master Agreement dated as of July 20, 2009, (the “Agreement”) by and between Concesionaria Vuela Compañía de Aviación, S.A. de C.V.
(“Customer”) and Sabre Inc. (“Sabre”). This Work Order, together with the terms of the Agreement, shall constitute a single contract and shall be effective as of August 21, 2009 (the “Work Order
Effective Date”). 
  

	1.	DEFINITIONS 

 In addition
to the terms defined in parenthesis herein, all capitalized terms will have the meanings indicated in the Agreement, or, if not defined in the Agreement or parenthetically, in Appendix J attached hereto. 

 

	2.	DESCRIPTION OF SYSTEM, SERVICES AND OTHER DELIVERABLES 

  

	2.1	Systems 

 Sabre will
provide Customer with a license to access and use the SabreSonic Res, SabreSonic Check-In and SabreSonic Web solutions, including all modules thereto, (each a “System” and collectively the “Systems”) as described in the attached
Appendix A. 
  

	2.2	Professional Services 

Sabre will provide Customer with the Professional Services described in the attached Appendix B, as such description may be revised in the
PDD and the PPP documents delivered by Sabre to Customer as described in Appendix E. 
  

	2.3	Customer Responsibilities 

In connection with the Systems and Professional Services to be provided by Sabre hereunder, Customer shall be responsible for the
activities described in Appendix C, as such description may be revised in the PDD and the PPP documents delivered by Sabre to Customer as described in Appendix E. Customer will perform the Customer Responsibilities in accordance with the timeline
set out the Project Schedule. 
  

	2.4	Documentation 

 Sabre will
provide Customer with System(s) Documentation, in English only, as described in Appendix D. 
  

	2.5	Project Schedule 

 Sabre
will: 
  

	 	(a)	perform all Professional Services, 

  

	 	(b)	provide all Deliverables to Customer; and 

  

	 	(c)	make the Systems available for use by Customer and its Affiliates as set forth in this Work Order, 

all in accordance with the Project Schedule set forth in the attached Appendix E, as the Project Schedule may be revised in the PDD and
the PPP documents delivered by Sabre to Customer as described in Appendix E. 
  

	2.6	System Requirements 

 The
hardware and infrastructure described in the attached Appendix F (the “System Requirements”) is necessary for the proper functioning of the Systems. Customer will be responsible for the System Requirements as described in Appendix F as the
System Requirements may be revised in the PDD and the PPP documents delivered by Sabre to Customer as described in Appendix E. Sabre hereby covenants and agrees with Customer that on the Work Order Commencement Date, the Systems will be compatible
with the System Requirements. 

	2.7	Maintenance Services 

 For
the Systems delivered under this Work Order and during both the Work Order Term, Sabre shall provide Customer with the Maintenance Services described in Appendix G. The Maintenance Services will commence on the Work Order Commencement Date.

  

	2.8	System Performance 

 In
connection with the hosting of the Systems and during both the Work Order Term, Sabre will comply with the Service Level Agreement set forth in the attached Appendix H. 
  

	2.9	Hosting of Systems and Customer Data 

 Sabre shall establish the Systems, as modified by Sabre through the Professional Services, and make them available for use by Customer and its Affiliates via the Internet and/or a direct
telecommunications connection. In consideration of the fees payable by Customer to Sabre under this Work Order, Sabre will establish and maintain all necessary physical lines from the Systems to the Internet via an Internet services provider and/or
through a dedicated direct telecommunication connection provided by Customer. The Systems shall reside on a server or cluster of servers which are physically located at Sabre’s or its designee’s place of business and may be used for the
applications of other Sabre customers or third parties. At its expense, Customer shall be responsible for obtaining and installing the equipment, the network from the Customer’s private network to the Sabre Data Center, an Internet and/or
direct telecommunications connection, and the software applications identified in Appendix C or Appendix F (as such Appendix may be revised in the PDD and PPP documents delivered by Sabre to Customer) that are required for Customer to access and
utilize the Systems. The minimum requirements will be finally determined and agreed upon in the PDD and PPP. Sabre will otherwise be responsible for obtaining, installing and maintaining all of the equipment, hardware, software and other materials
that are required to make the Systems available for use by Customer and its Affiliates from the Sabre Data Center. Sabre is not responsible for the operation of any Internet or other communication services. In addition to the foregoing, Sabre will,
as part of the hosting services collect, store and process the Customer Data (as defined below in Section 4). For clarity, the point of demarcation for each party’s responsibilities shall be as follows: Sabre shall be responsible for the
operation of all equipment and network within the Sabre Data Center and Customer shall be responsible for the operation of any equipment, network and communication services outside the Sabre Data Center. 

 

	2.10	Customer Specific Deliverables 

 Sabre will provide Customer with the Customer Specific Deliverables described in the attached Appendix I (the “Deliverables”), as such description may be revised in the PDD and the PPP documents
delivered by Sabre to Customer as described in Appendix E. 
  

	3.	LICENSE/USAGE RIGHTS GRANTED 

  

	3.1	Use Rights 

 The following
usage rights shall be provided to Customer for the Systems covered under this Work Order. 
  

	 	(a)	With respect to the Systems other than SabreSonic Web, effective upon Commencement Date, Sabre hereby grants to Customer and its Affiliates a personal, non-exclusive,
non-transferable (except as permitted under the Agreement), worldwide right and license during the Work Order Term to (i) access and use the Systems via the Internet and/or direct telecommunication line solely for the Customer’s and its
Affiliate’s internal airline operations and Ancillary Services, and (ii) to use the associated Documentation in support of the Customer and its Affiliate’s authorized use of the Systems. With respect to the Kiosk Check-In System and
any other portion of the Systems that provide Customer’s passengers with self service options, the license granted hereunder shall include the ability of the Customer and its Affiliate’s permitting their passengers to access and use the
relevant portions of the Systems for the purpose of exercising the passenger self service options that are available, including, without limitation, for the purpose of checking in on the Customer and its Affiliate’s flights and Ancillary
Services. 

  

					
	Confidential	  	Page 2	  	

	 	(b)	With respect to SabreSonic Web, effective upon Commencement Date for the System, Sabre hereby grants to the Customer and its Affiliates a personal, non-exclusive,
non-transferable (except as permitted under the Agreement), worldwide right and license during the Work Order Term to (i) use the Site over the World Wide Web to make Customer’s Content available for access and use by third parties, and
(ii) to use the associated Documentation in support of the Customer’s and its Affiliate’s authorized use of the Site and the System. 

  

	 	(c)	The Documentation for the Systems covered under this Work Order may be provided on paper, computer disk, over the web or via on-line help. 

 

	 	(d)	Customer shall be primarily liable for the of its Affiliates compliance with the terms and conditions of this Work Order. 

 

	3.2	Express Restrictions on Use 

 In addition to the restrictions contained in Section 4(b) of the Agreement, and except as expressly permitted in the Agreement or this Work Order, Customer agrees not to (a) copy, re-sell,
reproduce, distribute, republish, download, post, frame or transmit in any form or by any means or allow another to use or access the Systems; (b) knowingly transmit any data to the Systems that contains software viruses or other harmful or
deleterious computer code, files or programs; or (c) knowingly interfere with or disrupt services or networks connected to the Systems, or knowingly violate the regulations, policies or procedures of such networks. 

 

	3.3	Customer Content 

 With
respect to the Content provided by Customer in connection the Site supported by Sabre under the SabreSonic Web System, Customer grants to Sabre a personal, non-exclusive, non-transferable (except as permitted under the Agreement), worldwide right
and license during the Work Order Term to use, reproduce, electronically distribute, and publicly display the Content as required by this Work Order. Customer represents and warrants that it has all rights, title and interest in and to the Content
as necessary for its use as contemplated by this Work Order. 
  

	4.	CUSTOMER DATA / CUSTOMER DATABASE 

 Customer will be solely responsible for the accuracy of the “Customer Data” and the timely inputting of such Customer Data into the Systems and any changes thereto. The “Customer
Database” shall be and remain the property of Customer. Only equipment specified by Customer may be used to access the Customer Database. Subject always to Section 2.9 above, Sabre and its subcontractors’ data processing personnel
shall have access to the Customer Database as needed to ensure the integrity and performance of the System. The location of the Customer Database may or may not be physically separate from the databases of other Customers of Sabre, but will
nonetheless remain secure against improper access. Sabre shall maintain, or cause to be maintained, the Customer Database and shall make backup archival copies of the Customer Database at least once every twelve (12) hours so that if the
Customer Database is for any reason erased or destroyed, Sabre shall begin to restore from the latest archival copy. If the Customer Database is erased or destroyed for causes within Sabre’s control, Sabre will restore the archival copy at no
additional charge. Otherwise, Customer will pay Sabre for all labor incurred in restoring the archival copy at Sabre’s then current standard labor rate. 
 Upon expiration or termination of this Work Order, and upon Customer’s request Sabre will return to Customer, in Sabre’s then existing machine-readable format and media, all Customer Data in
Sabre’s possession. Customer will pay Sabre on a time and materials basis for the extraction and return of the Customer Data at Sabre’s then-current standard labor rates. In addition, upon Customer’s request during the Work Order
Term, Sabre will provide Customer a copy, in Sabre’s then existing machine-readable format and media, all Customer Data in Sabre’s possession. Customer will pay Sabre on a time and materials basis for the copy of the Customer Data at
Sabre’s then-current standard labor rates. 
 Sabre will not use the Customer Data for any purpose other than providing the
Services. Subject to applicable laws, Sabre may use the Customer Data for the purpose of determining, using and distributing aggregate statistical and marketing information from which the identity of Customer or its customers cannot be determined
through the use of reasonable effort. 
 Sabre personnel having access to the Customer Data will be informed of their duties to
maintain its confidentiality and to use it only for purposes permitted hereunder. Customer may establish backup security for the Customer Data and retain backup data files if it so chooses. With the written permission of Customer, Sabre may have
access to such backup data files as is reasonably required by Sabre. 

  

					
	Confidential	  	Page 3	  	

 Sabre will restrict access to data contained within the System by functional identification
(“Duty Codes”) to facilitate data security. Customer agrees that the Duty Codes used by Customer, unless otherwise agreed to by Sabre, shall be identical to those used by Sabre. 

The Systems shall be resident on equipment at the Sabre Data Center and Customer will not receive a copy thereof (Customer’s rights
being limited to the access and use of the System resident at the Sabre Data Center). Customer shall receive only one copy of any non-hosted software and one copy of the Documentation therefore. Customer may make a reasonable number of copies of the
non-hosted software and Documentation solely for the permitted use and for back-up purposes. Customer shall reproduce and include on each copy and on each partial copy any copyright notice and proprietary rights legend contained in the non-hosted
software and Documentation, as such notice and legend appear in or on the original. 
  

	5.	TERM AND TERMINATION 

 The
term of this Work Order shall commence as of the Work Order Effective Date and continue for a period of five (5) years from the Commencement Date. For purposes of this Work Order, the “Commencement Date” shall be the date that the
Systems are placed into productive use by Customer. If Customer elects not to implement functionality as permitted under Section 6.9 below, such functionality shall not be deemed a part of the System for purposes of establishing the
Commencement Date. 
 Notwithstanding anything herein to the contrary, *****: 

 

	 	(a)	*****: and 

  

	 	(b)	***** 

 ***** 

 

	6.	FEES AND CHARGES 

Customer shall pay Sabre the following fees and charges for Sabre’s provision of access and use to the Systems and performance of the
Services described herein. For the Systems defined in Appendix A of this Work Order No. 1 and in Appendix A of Work Order No. 2, the RPB Fee will ***** 
  

	6.1	Professional Service Fees 

Customer will pay Sabre a fee of ***** for the Professional Services outlined in Appendix B of Work No. 1 and Work Order No. 2
to be executed contemporaneously with Work Order No. 1. 
 Sabre and Customer agree ***** payable as follows:

 

	 	(a)	*****: ***** 

  

	 	(i)	***** 

  

	 	(ii)	***** 

  

	 	(iii)	***** 

  

	 	(iv)	*****; and 

  

	 	(v)	***** 

  

	 	(b)	*****: ***** 

  

	 	(i)	***** 

  

	 	(ii)	***** 

  

					
	Confidential	  	Page 4	  	

	6.2	RPB and System Usage Fees 

For access and use of the Systems described in Appendix A of this Work Order, Customer will pay Sabre a monthly fee equal to the amount
set forth in the chart below per RPB for the applicable Contract Year (the “RPB Fee”) times the actual number of Customer’s RPB (as defined below) for such month (collectively, the “System Usage Fee”). The System Usage Fee
paid by Customer shall be subject to the Minimum Commitment as set forth in Section 6.4 below. Additional fees for some functionality are listed separately below. 
  

					
	 Contract Year(s)
	  	RPB Fee	 
	 *****
	  	 	*****	  
	 *****
	  	 	*****	  

  

	6.3	Acquisition Clause 

 *****

  

	6.4	Minimum Commitment 

 The
System Usage Fee set forth in Section 6.2 above are subject to the Customer having a minimum number of committed RPBs per Contract Year (the “Minimum Commitment”). In any Contract Year, Sabre will invoice Customer monthly for the
greater of either 1) Customer’s actual RPBs for the prior month multiplied by the PB Fee; or, 2) one-twelfth of the Minimum Commitment for the applicable Contract Year, as outlined in the table below: 

 

					
	 Contract Year
	  	Minimum Commitment
of Revenue Passengers
Boarded (RPB)	 
	 1
	  	 	*****	  
	 2
	  	 	*****	  
	 3
	  	 	*****	  
	 4
	  	 	*****	  
	 5
	  	 	*****	  

 If at the end of any Contract Year, Customer has failed to meet the Minimum Commitment for such year, the
amount payable to Sabre by the Customer will be reconciled at the conclusion of the relevant Contract Year with the Customer making an additional payment equal to the Minimum Commitment level minus the actual RPBs times the RPB Fee for the
applicable “Contract Year”. 
  

	6.5	Renegotiation Clause 

During the period commencing ***** the following may apply: 

 

	 	(a)	***** 

  

	 	(b)	***** 

  

	 	(c)	***** 

  

	6.6	Revenue Passenger Boarded Reporting, Invoicing and Adjustment 

 By the 15th day of each month from and after the Commencement Date, Customer will provide Sabre with the actual number of RPBs carried during the preceding month (on all Customer and its Affiliates and on
all Customer Codeshare Carriers). If Customer fails to timely report its actual RPBs, the most recent number provided by Customer will be used for the monthly invoices. 

  

					
	Confidential	  	Page 5	  	

	6.7	Increases in Messages 

The System Usage Fees set forth in Section 6.2 are based on *****. Following a period of the *****, Sabre and Customer will measure
***** 
 In the event ***** 
 In the event *****, System Usage Fee for that month will be adjusted as follows: 
  

					
	 Average number of Messages per RPB per Month
	  	Additional
Fee Per
Month
per PB	 
	 *****
	  	 	*****	  
	 *****
	  	 	*****	  

 During the term of the Work Order, ***** 

 

	6.8	Travel and Out-of-Pocket Expenses 

 Customer shall reimburse Sabre for all reasonable, pre-approved Travel Expenses in accordance with Section 3 (b) of the Agreement and Appendix K to this Work Order. 

 

	6.9	Timing of Implementation 

Customer may request in writing that Sabre not implement all the functionality identified in Appendix A for the Systems during the
assessment and project planning phase described in Appendix B. Should Customer later choose to implement any portion of the delayed functionality at a later date, Customer will notify Sabre and the parties will agree in writing upon the timing of
such implementation. Customer will pay Sabre for any incremental costs incurred by Sabre for the implementation, including but not limited to associated incremental travel, labor, training, etc. 

 

	6.10	Out of Cycle Processing and Additional Implementations 

 Customer will pay Sabre then current rates for any requested out of cycle off-line processing or for any requested new programs and additional data that require off-line processing. Customer shall also
pay Sabre for installation and implementation services in connection with the hosted Systems at new Customer Sites installed after the Commencement Date at the labor rate set forth in Section 6.11 below. 

 

	6.11	Change Request Labor Rate 

The labor rate for any Change Request under this Work Order will be ***** per hour for system changes. The labor rate for any Change
Request under this Work Order for business process or management consulting professional services will be ***** per hour. 
  

	7.	ACCEPTANCE TESTING 

Acceptance Testing for the Systems, as modified by Sabre through the Professional Services, will be conducted toward the end of the
implementation process as agreed in the project schedule prior to final cutover for each System The purpose of such testing shall be to confirm the Systems materially conform to the description of the System set out in the attached Appendix A. The
detailed acceptance testing procedure (i.e., test scripts, identification of testers and test sites, etc.) will be established jointly by the parties and set out in writing prior to the commencement of the acceptance testing. The specific test
scripts and processes that will be used by the parties during the Acceptance Testing for the Systems will be mutually agreed upon by the parties and documented in the Program Process and Procedures Document. Sabre will provide Customer with its
standard test scripts and Customer will revise and update as it deems reasonably necessary. So long as the test scripts are designed to confirm that Sabre’s delivery of the functionality meets the descriptions set forth in this Work Order, then
Sabre will accept the test scripts proposed by Customer. Acceptance testing for the Project Definition Document, the Program Process and Procedures Document, the deliverables provided in connection with the Business Transformation Services, will be
conducted by Customer within five (5) to ten (10) business days from 

  

					
	Confidential	  	Page 6	  	

 
Sabre’s delivery of such deliverables to Customer (“Deliverable Testing Period”). The Customer will identify to Sabre any material inadequacies or deficiencies in these
deliverables on or before the expiration of the Deliverable Testing Period. Sabre will thereafter promptly remediate such inadequacies and re-submit the relevant deliverable to Customer for review and approval. If Customer fails to identify any
material inadequacies with the relevant deliverables within five (5) to ten (10) business days from receipt of any resubmission, the deliverables shall be deemed to have been accepted by Customer. 

 

	8.	SPECIAL TERMS AND CONDITIONS 

  

	8.1	PCI Compliance 

 Sabre
acknowledges its role as a PCI Service Provider and will, at its own expense, pursue and use commercially reasonable efforts to obtain an annual PCI DSS compliance renewal consistent with the standards defined by the Payment Card Industry Security
Standards Council and the data protection programs of the respective payment card companies. Updates on the status of annual renewal will be available to Customer on request. 

 

	8.2	SAS 70 Audits 

 Promptly
following the execution of this Work Order, Sabre will provide Customer with its latest SAS 70 Type II audit report for the processing center at which the System is hosted. Thereafter upon Customer’s request, which shall not be requested more
frequently than once per year, Sabre will provide Customer with its SAS 70 Type II or other industry recognized assessments for the data processing center at which the System is hosted. 

 

	8.3	Development Hours 

 Sabre
will provide Customer with up to ***** development labor hours *****. These development hours are *****. 
  

	8.4	SabreSonic Web 

 *****

  

	8.5	Sabre Roadmap Enhancements 

***** 
  

	9.	CONFLICTS 

 If any term in
this Work Order conflicts with a term of the Agreement, the terms of the Work Order shall supersede the terms of the Agreement for this Work Order only. 
  

	10.	FULL FORCE AND EFFECT 

Except as otherwise expressly modified herein, all other terms and conditions of the Agreement shall remain in full force and effect.

  

					
	Confidential	  	Page 7	  	

 IN WITNESS WHEREOF, Customer and Sabre have executed this Work Order as of the Work Order
Effective date. 
  

									
	CONCESIONARIA VUELA COMPAÑIA	 		 	
	DE AVIACION, S.A DE C.V	 		 	SABRE INC.
					
	By:	 	 /s/ Alfonso Ascencio Triujeque
	 		 	By:	 	 /s/ Stephen M. Clampett

	Name:	 	 Alfonso Ascencio Triujeque
	 		 	Name:	 	 Stephen M. Clampett

	Title:	 	 General Counsel
	 		 	Title:	 	 President, Airline Products & Solutions

					
	By:	 	 /s/ Fernando Suárez
	 		 		 	
	Name:	 	 Fernando Suárez
	 		 		 	
	Title:	 	 Chief Financial Officer
	 		 		 	

  

					
	Confidential	  	Page 8	  	

 APPENDIX A 
 DESCRIPTION OF SYSTEMS 
 Summary Functionality for Customer

  

	1.	SabreSonic® Res 

  

	1.1	Reservations, Pricing and Reporting 

  

	1.2	Pricing, Fare and Rules Display 

  

	1.3	Codeshare 

  

	 	(a)	Unlimited codeshare flights are included in this Work Order for up to three (3) codeshare partner airlines to be implemented either at cutover or during the term
of the Work Order. 

  

	 	(b)	Additional codeshare partners beyond the three (3) listed above are not included in the fees in this Work Order. 

 

	1.4	Command CenterTM Interface 

  

	1.5	Credit Suite 

  

	1.6	Customer Relation Management Suite 

  

	 	(a)	CDD (both PNR and VCR) 

  

	 	(b)	Customer Insight 

  

	 	(c)	Customer Value Calculator 

  

	1.7	InteractTM Interface 

  

	1.8	Net AccessTM 

  

	1.9	Qik® Schedule Interface 

  

	1.10	SabreSonic® MyFares 

  

	1.11	Business Intelligence Analytic Module 

  

	1.12	SabreSonic® Inventory (base inventory option) 

  

	2.	SabreSonic® Ticket 

  

	2.1	Basic Ticketing 

  

	2.2	Electronic Ticketing 

  

	2.3	Interline Electronic Ticketing Hub with three (3) carriers 

  

	2.4	Automated Exchange and Refunds 

  

	3.	SabreSonic® Check-In 

  

	3.1	Sabre® Check-InTM passenger check-in system 

  

					
	Confidential	  	Page 9	  	

	3.2	EDIFACT Thru Check-In 

  

	 	(a)	Three (3) EDIFACT Thru Check-In links are included in the Work Order. 

 

	 	(b)	Additional EDIFACT links beyond the three (3) listed above are not included in the fees in this Work Order. 

 

	 	(c)	Customer and Sabre will agree to the specific links during the project planning phase of the implementation. 

 

	4.	SabreSonic® Web 

  

	 	(a)	Three (3) additional storefronts 

  

	5.	Kiosk Check-in 

  

	6.	Mobile Check-in 

  

	7.	Roving Agent Check-in 

  

	8.	Web Check-in 

  

	9.	Sabre® Agency Activity 

  

	10.	Sabre® Corporate Loyalty 

  

	11.	Sabre® Virtually There® 

  

	12.	Sabre® Enterprise Mobile Services (EMS) 

  

	 	(a)	Text and email messaging. 

  

	13.	Revenue Integrity Manager 

  

	 	(a)	Existing processes 

  

	 	(b)	Customer specific processes 

  

	 	(c)	Real-time Revenue Integrity 

  

	14.	Travel Bank 

  

	15.	SabreSonic® Merchandising Services 

  

	15.1	Branded Fares 

  

	15.2	Ancillary Sales 

  

	15.3	Pay for Preferred Seats 

  

	16.	Sabre® Web Services 

  

	17.	SabreSonic® Sell 

  

	18.	Host Frequent Traveler 

  

					
	Confidential	  	Page 10	  	

	1.	SABRESONIC® RES: 

  

	1.1	Reservations, Pricing and Reporting 

  

	 	(a)	The ARINC Lost and Stolen Ticket function allows utilization of the SabreSonic Passenger Solution mirrored ARINC industry automated accountable passenger traffic
documents database in order to protect the user against lost and stolen documents. The carrier must have a signed contract with ARINC for this service. 

  

	 	(b)	The Automated Reference System (Focus) is an on-line help facility. It contains 3 levels of information referred to as the Main Function List, Specific Functions
and Detailed Information. The Specific Functions level contains detailed formats and the Detailed Information level contains more specific format information. Access to this information is obtained through the use of qualifiers, which are words used
to describe the information being requested. The user may have one unique on-line reference manual for information specific to their operation. 

  

	 	(c)	The FMH/REM (Focus Multihost / Restricted Entry Manual) online reference manuals contain over 100 topics ranging from SabreSonic formats to Help Desk numbers.

  

	 	(d)	The Calculator function performs arithmetic calculations (addition, subtraction, multiplication and division); displays monthly calendars and calculates past and
future dates (useful in calculating advance purchase dates); converts Celsius and Fahrenheit, metric and decimal; time zone differences can also be calculated. 

 

	 	(e)	The Car Availability function represents 50 car rental companies in over 100 countries. Sabre CARS PLUS is an automated, dynamic car availability and rate system
that displays both corporate and local vendor information. This system also provides policy and rule information. The booking is created from the shoppers and rate quote entries. The Rental Car Availability System (RCAS) is a manual sell system
providing the basic functions of general availability by city and arrival date and the car sell entry directly from car availability. 

  

	 	(f)	The Catering Message Table (PMMT) contains booked passenger counts by flight. Utilizing the Time Initiated Function Table (TIFT), these counts may be
automatically transmitted to a catering facility. 

  

	 	(g)	The Clock function provides the capability for the user to select time displays in either a 12-hour or 24-hour clock. An entry to display local time for the
desired city is also provided. 

  

	 	(h)	The Check Authorization (Dishonored Check Information and Exchange Service <DCIES>) function provides the verification of bank checking account numbers and
driver’s license numbers used to complete a check form of payment ticketing transaction. This information is input by the user and is sent across a DCIES link for verification. This function is valid for checks drawn on U.S. or Canadian banks.
ARINC monthly charges billed. 

  

	 	(i)	 The E-mail Address in the Passenger Name Record (PNR) function allows for the storing of e-mail addresses in the PNR and the ability to send
passenger notification updates using Sabre® Virtually ThereTM or Sabre® InformSM. The e-mail address can be inserted with or without using the name select entry. Users can display the
e-mail address by name selection and attach multiple names to a single e-mail address. This function is applicable to all PNR types, except Block Space Group (BSG) bookings. 

 

	 	(j)	The Encode/Decode function provides the ability to decipher system codes for airports, cities, airlines, travel agencies, equipment, cars, hotels and tour
associates. The Encode/Decode entries provide additional information such as ticketing and baggage agreements and Prepaid Ticket Advice (PTA) acceptance when decoding airlines, as well as, buffer zone information used in tax calculations when
decoding cities/airports. Encode/Decode also provides the ability to encode the aircraft equipment type by the manufacturer name or decode the aircraft type to obtain a description and number of seats. 

 

	 	(k)	The Flight Information (FLIFO) function tracks the movement of host aircraft and provides the ability to record flight information about specific flight/date
within the current inventory period of 331 days. FLIFO keeps track of the movement of host aircraft. For carriers utilizing the Dispatcher Environmental Control System (DECS), the OUT, OFF, IN, estimated time of arrival (ETA), estimated time of
departure (ETD), etc. times are relayed to FLIFO. 

  

					
	Confidential	  	Page 11	  	

	 	(l)	The Frequent Traveler in the Passenger Name Record (PNR) function allows a SabreSonic hosted client or partner airline’s frequent traveler number to be
entered in the PNR. No validation is performed on the frequent traveler number entered. 

  

	 	(m)	The General Sales Agent (GSA) function provides travel agency access within a partition. Travel agents can access only those Passenger Name Records (PNRs) in the
designated city code of the partition or PNRs released to that location by the SabreSonic hosted client. This functionality is available solely for GSAs as defined by IATA. GSAs implemented at cutover included. 

 

	 	(n)	The Hotel Availability function is an automated system which offers property and rate information from more than 60,000 hotel properties. This product provides
the ability to search, view and reserve participating hotels. 

  

	 	(o)	The Itinerary Print function provides the customer with a printed detail of all Passenger Name Record (PNR) itinerary data in an easy to read format. The printed
itinerary contains the user’s home station, date the itinerary was printed, PNR locator, passenger name(s), segment information, pre-reserved seats, multiple meal types, special meals and itinerary remarks. Additional options are available with
the Itinerary Print function, including foreign language (French or Spanish) and requesting specific name numbers. Itinerary Print will also include Mexican regulations’ requirement for Customer’ VAT registry number and information.

  

	 	(p)	The List Displays function provides various passenger information in a list format, which includes number in party, last name/first name, class of service and
record locator. 

  

	 	(q)	The Name List (LD, etc) function provides passenger lists based on the command for complete flight list, pre-reserved seats, top tier frequent traveler members,
infants, waitlisted passengers, positive space passengers, last booked passengers, etc. 

  

	 	(r)	The Passenger Boarding Information (PBI) function displays the number of passengers booked on each flight, as well as, each fare class, by boarding city and
destination. The PBI list also provides a breakdown of inbound connecting passengers and the number of passengers booked on connecting flights for downline stations. The PBI list indicates employee positive space bookings and non-revenue space
available (NRSA) information. 

  

	 	(s)	The Large Party Process HOST (Group Host) function provides the ability to set parameters for a host booked Passenger Name Record (PNR) to a maximum number in
party of 99. The large party parameter is determined by the carrier. PNRs within the set parameters are automatically queue placed to the booking city for manual handling. Large Party PNRs received within 2 days of departure are queue placed to the
board point city for manual handling. 

  

	 	(t)	Group Need Processing provides carriers a means to control large party bookings containing host inventory. This allows host agents to sell segments with a NN
status code, but automatically change the segments to Group Need status if it is a group booking as identified in the large party definition within the carrier partition. The Group Need status will not decrement from inventory. PNRs with Group Need
segment status will be automatically queue placed for an agent to confirm or deny the request. 

  

	 	(u)	The Minimum Connect Time function provides the display of minimum connection times for each airport and airline. Official minimum connect times are supplied by
OAG Inc., and customer supplied sub-minimum connecting times are used to automatically build connections 

  

	 	(v)	 The Passenger Name Record (PNR) is a stored record that contains all the details concerning the creation and modification of the reservations
agreement between the SabreSonic hosted client and the passenger. A PNR is created, stored and maintained for every passenger for whom airspace and an auxiliary service has been requested, reserved or waitlisted. A PNR can be created by the booking
agent or via a teletype message. The PNR contains both mandatory and optional fields. The mandatory fields include the passenger name, itinerary, ticketing or time limit, phone number and received from. The optional fields include Special Service
Request (SSR), Other Service Information (OSI), e-mail 

  

					
	Confidential	  	Page 12	  	

	 	
address, frequent traveler numbers, Pre-reserved seats (PRS), remarks and address. All PNRs include a signature line containing the time/date/year, agent sign, creation location, record locator
and indicators to notify an agent if history or pre-reserved seats exist. On the day of departure, a PNR itinerary is updated with flight information (FLIFO) to show if a flight is on time, delayed or cancelled. A PNR can be displayed by flight
number, date and name or by the unique 6 alpha record locator assigned at end transaction. There are also various display capabilities for other airline segments booked in the host partition, by waitlisted flights or by using a prepaid ticket advice
(PTA) number if a prepaid ticket exists in the PNR. 

  

	 	(w)	The Block Space Group Bookings (BSG) function provides the ability for wholesalers or retail subscribers to block air space without submitting specific passenger
names. The BSG Passenger Name Record (PNR) serves as an inventory record. Requests for specific passenger air space are satisfied by the BSG without decrementing general inventory levels. The BSG is the controlling record and the specific passenger
PNRs associated to it are called Associated PNRs. 

  

	 	(x)	The Change/Delete/Insert Passenger Data Fields function provides the ability to change or remove passenger data fields from the Passenger Name Record (PNR).

  

	 	(y)	The Corporate Passenger Name Record (PNR) function allows a PNR to contain an itinerary with or without passenger names and seats by utilizing a group name. The
individual names may be added one at a time at a later date, but must be present for ticketing. Corporate PNRs can also be displayed by specific flight, date and board city using the Corporate Passenger Name List. 

 

	 	(z)	The Clone function provides the automated cloning of an entire Passenger Name Record (PNR) or only certain parts of a PNR, such as itinerary, through a single
transaction and each of the PNRs can be cross referenced to each other if desired. 

  

	 	(aa)	The Duplicate Segment Check function validates the airline itinerary in a Passenger Name Record (PNR) at end transaction to search for segments where the airline
code, date of departure, board point and off point are equal. If duplicate segments are found, a warning response is displayed. The warning response can be overridden with a second end transaction entry. 

 

	 	(bb)	The Infant Passenger Name Record (PNR) function provides an additional name field used to identify an infant traveling in the PNR. An infant is defined as being
at least 7 days old, but less than 2 years old. 

  

	 	(cc)	The Passenger Name Record (PNR) History function contains all actions taken on the PNR, as well as, the signature line identifying the location, date and agent
sign for each action. At end transaction, SabreSonic automatically updates PNR history with each change made. 

  

	 	(dd)	The Divide Passenger Name Record (PNR) function provides the ability to divide multiple name PNRs in a single entry. A line of remarks containing the record
locator is automatically added to both PNRs for cross-referencing purposes. 

  

	 	(ee)	The Reduce Passenger Name Record (PNR) function provides the ability to reduce the number in party before or after ending the transaction. This function also
requires that the name field be reduced to match the number in party prior to ending transaction. 

  

	 	(ff)	The Increase Passenger Name Record (PNR) function provides the ability to increase the number in party prior to end transaction on a newly created PNR. This
entry cannot be applied to a retrieved PNR. 

  

	 	(gg)	The Past Date Information (PDI) CD-ROM Basic product contains Passenger Name Record (PNR) data that has been purged from the system and itinerary segments that
have been flown. The Purged PNR CD-ROM file captures the entire PNR 48 hours after the final itinerary segment has been flown and the PNR is purged from SabreSonic. The Flown PNR CD-ROM file captures certain fields of the PNR each time an itinerary
segment is flown. Search capabilities can be performed by carrier code, date, flight number, last name/first name or record locator. 

  

	 	(hh)	 A Prepaid Ticket Advice (PTA) generally involves the payment for a ticket by someone other than the passenger at a location other than the
passenger’s point of origin. The authority to issue a ticket for the specified passenger is forwarded to the appropriate ticketing location at the passenger’s point of origin.

  

					
	Confidential	  	Page 13	  	

 
The prepaid function provides for PTA information to be entered, directly into a Passenger Name Record (PNR). Because a prepaid ticket may be purchased before the passenger has confirmed specific
flights, the PTA function allows for the creation of a PNR with an “OPEN” segment itinerary. A PTA PNR can be retrieved by the PTA number if desired. 
  

	 	(ii)	The Automated Teletype Prepaid Ticket (PTA) function allows a prepaid ticket message, using AIRIMP standards, to be sent to the ticketing carrier in order to
arrange a prepaid ticket as a service to the passenger. SabreSonic automatically sends an acknowledgment (ACK) message to the sender of the prepaid ticket. The PTA information is automatically updated in the Passenger Name Record (PNR).

  

	 	(jj)	The Printer function provides automated printing for ticketing, boarding passes, hard copy, print screen and miscellaneous non-transport documents.

  

	 	(kk)	The Queues function is designed to provide the user with automated and manual capabilities to place a Passenger Name (PNR), message or teletype message to a
predetermined location (queue) in the system to be retrieved later for further action. Queue locations are identified by city codes and a numeric or alpha character. Each city code can contain up to 511 numeric queues and 24 alpha queues.

  

	 	(ll)	The Atlas function can be used to offer customers a choice of airports to reach their intended destination, which could result in lower fares or better flight
schedules. The Atlas function can determine the 10 closest airports to a specified city, airport or military base and will provide a proximity display of these airports. This function also provides the mileage between cities.

  

	 	(mm)	The Special Meals (ML*) Table validates special meal requests and automatically creates a name associated Special Service Request (SSR) item in the Passenger
Name Record (PNR). The SSR item provides the airport, catering and flight personnel with a passenger’s special meal information. 

  

	 	(nn)	The Special Travelers Account Record System (STARS) is a reference source for storing frequently used information, procedures, training data, station or city
information on-line. Each STAR allows up to 200 lines of information. STARS allow the automatic transfer of lines directly into the Passenger Name Record (PNR). Each STAR also has a signature line that contains the create city/date/agent sign, purge
date, date viewed and a count for the number of times the STAR has been retrieved. 

  

	 	(oo)	The Special Service Request (SSR) function is used by the Teletype function to automatically process inbound and outbound messages containing a SSR code. SSR
processing allows each carrier to select the type of action to be taken by SabreSonic based on the specific SSR code. The SSR table is created and maintained by SabreSonic, utilizing IATA SSR codes. 

 

	 	(pp)	The Terminal Monitor function provides the user with the capability of monitoring the input and output of a terminal or multiple terminals by another terminal,
multiple terminals, or by a hard-copy printer within their partition. This monitoring functionality allows a user’s entries and responses to be viewed and helps to determine performance problems or detect misuse. The Employee Profile Record
(EPR) keyword MNTSET is required to perform this function. 

  

	 	(qq)	The Minimum Connection Alert function sends an error message to the user at End Transaction when any segment in the PNR does not meet the published minimum
connection times. The error response contains the affected segment number and city, as well as, the minimum connection time for that city. This alert message can be modified by performing the End Transaction entry again. 

 

	 	(rr)	The Agent Productivity Reporting Information System (APRIS) is an on-line report that integrates airline reservation booking activity with call data and city
pair revenue information to produce an analysis of reservations agent productivity. The user inputs the call data and revenue information using the APRIS mask online in the SabreSonic system. Reservation booking data is captured daily from off-line
SabreSonic sources. 

  

	 	(ss)	The Ticket Control Number (TCN) File contains information from the auditor’s coupon of all tickets, including exchanges and voids. The TCN file contains all
of the information required by ATPCo. All ticketing information is collected during nightly file maintenance. A TCN record consists of one Sabre Generated Ticket Number (SGTN) transaction. 

  

					
	Confidential	  	Page 14	  	

	 	(tt)	The Non-Transport Data File (NTP) contains all miscellaneous sales (non-transport) transactions. This includes all transactions entered into the Miscellaneous
(MISC) Mask, (i.e., kennels, excess baggage, unaccompanied minor, unpaid taxes, etc.), the Refund (RFND) Mask, the Prepaid Ticket Advice (PTA) Mask, all voided transportation transactions, and all taxes that were collected as a combined sum (XT). A
NTP record equals each line of data in the file. There are nine data types: Miscellaneous Sales, Prepaid Ticket Advice, Refunds, Interline Passes, Vouchers, Non Transport MSR Tax Records, Voided Transactions, Passenger Facilities Charge and Combined
Taxes. 

  

	 	(uu)	The TMR 1 - Advance Booking Report contains the booking counts of host airline flights, categorized by commuter airline, date and city pair. The report is sorted
by date range, city pair, board point, class code and commuter airline. It can also be used as a summary of total passengers boarded by date and by station to assist airport manning projections. 

 

	 	(vv)	The TMR 2 - Post Departure Report provides detailed post departure data for host and commuter flights for a maximum of 3 days prior to the request date. Also
provides previous days boardings by city. 

  

	 	(ww)	The TMR 3 - Interline Booking Report contains booking cancellation counts on host and other airline flights. Collects daily booking counts made by other airlines
on the host, host airline on itself, and host airline on all other airlines. This information is obtained from the signature line of the Passenger Name Record (PNR). 

 

	 	(xx)	The TMR 4 - Group Booking Report indicates the total number of large party and corporate Passenger Name Records (PNRs) for all host flights. The report is sorted
by date range, board point and flight numbers. 

  

	 	(yy)	The TMR 5 - Dupe Check Facility Report contains the passenger names and Passenger Name Record (PNR) locators of suspected duplicate bookings. Search logic checks
the first 36 consonants of the last name and matches the first initial, as well as, title (i.e.: Mr., Mrs., Ms., etc.). This report may be requested for a specific flight in a market, specific date or date range or teletype booked PNRs. The search
can also be limited to only corporate or Blocked Space Group (BSG) PNRs. The printed report also includes the flight number, class, date, status code, board and off points, first available telephone contact number from the PNR and the booking
source. 

  

	 	(zz)	The TMR 6 - Sabre Performance Summary Report displays the number of Passenger Name Records (PNRs) and high-speed message counts generated for the current month.
Previous month and year-to-date information is also available. 

  

	 	(aaa)	The TMR 7 - Daily Bookings Report contains booking counts on host airline flights, classified by date. All of the bookings for each day of a period of up to 7
months are calculated and displayed. 

  

	 	(bbb)	The Teletype Reject Message function allows for the processing of inbound messages from other CRS’ rejected due to a mis-match of passenger name or
itinerary information. Teletype rejects are sorted by departure date and placed on high, medium or low priority queues. The user determines the date range of each queue. The manual handling of teletype rejects is duty code restricted. Large party
bookings are sent to a specific queue for group desk handling. 

  

	 	(ccc)	Group Fare Processing (GRPF) allows the host carrier to determine the large party number for requests sent from other airlines. Passenger Name Records (PNRs)
containing the GFAX SSR “GRPF” entry are queue placed to the group processing queue for manual handling. Group bookings received without the GRPF option, are automatically sent back to the booking source with a segment status code
“NO”, indicating no action taken. 

  

	 	(ddd)	The Teletype Name Change Reject/Name Reject function rejects name change messages sent via teletype. These messages can then be manually reviewed.

  

	 	(eee)	The Large Party Process OA (Group OA) allows a user defined large party number to be designated for bookings received via teletype. These Passenger Name Records
(PNRs) are automatically queue placed for manual processing rather than denying the booking. 

  

					
	Confidential	  	Page 15	  	

	 	(fff)	The Passenger Name List/Add and Delete List (PNL/ADL) is an IATA formatted message used to transmit Passenger Name Lists (PNL) to up to 6 teletype addresses.
This is useful for carriers when ground handling another carrier’s flights. The PNL is generated to that pre-determined address of the ground handler, which then takes the data and automatically creates Passenger Name Records (PNRs) or Check-in
data in the ground handler’s CRS. The Add and Delete List (ADL) refreshes and updates the original PNL with new, cancelled or modified passenger information. 

 

	 	(ggg)	The Special Service Request (SSR) function enables SabreSonic to automatically process various inbound SSR requests and send the appropriate outbound teletype
message reply. Each carrier can select the type of action to be taken by the system for each type of request, and the desired response to be automatically generated by the system back to the originator. This function can also be set-up to queue
place Passenger Name Records (PNRs) containing pre-defined SSRs for manual handling. 

  

	 	(hhh)	The Special Meal (SPML) Code function allows a reply to be sent back to the originator based on parameters contained in the Special Meal Table. The parameters
determine the lead time for ordering meal, the class of service, the meal service availability on flight and the flight’s board point. 

  

	 	(iii)	The IATA Mandated NAR (New Arrival) Segment and NCO (New Continuing Onward) Segment Teletype Message Changes function is a teletype message tag identifier
that generates and sends the entire itinerary to other airlines occupying the same itinerary when changes are made to the arrival or continuing segments. 

  

	 	(jjj)	The Electronic Travel Authority System (ETAS) is a forward host Multi-Access connectivity function, which allows a SabreSonic user to access the ETAS system to
apply for and receive travel visas to Australia. The visa is electronically transmitted via SabreSonic connectivity to the ETAS system. 

  

	 	(kkk)	The Weather System is a forward host Multi-Access connectivity function, which allows a SabreSonic user to access the National Weather Service system for current
and forecasted weather conditions and temperatures around the world. 

  

	 	(lll)	The World Tracer Baggage System link is a forward host Multi-Access connectivity function that enables SabreSonic to use World Tracer for bag searches among many
world carriers. A SITA contract is required. 

  

	 	(mmm)	The Baggage Management Analysis System (BMAS) tracks and locates mishandled baggage. This system has the ability to take passenger information from the Passenger
Name Record (PNR) and enter it into the worldwide baggage tracking database. 

  

	 	(nnn)	The Agent Sign Security (AgSS) function provides a defense against unauthorized users gaining access to SabreSonic, and deters certain system functions and
entries through an Employee Profile Record (EPR). AgSS authenticates the identity of an agent at sign in to the system and establishes security through the use of keywords, duty codes and passwords. Specific SabreSonic functions may be performed,
only with appropriate duty codes and/or keywords in the EPR, preventing inappropriate users from engaging in unauthorized functional activities. 

  

	 	(ooo)	The Flight in Trouble (FIT) function is a table updated by the user that restricts flight data from viewership in the event of an incident. Once a flight is
loaded into the FIT table, entries involving the affected flight number are restricted. For example, entries to display a Passenger Name Record (PNR), List Displays (LD), inventory displays, Airport check-in entries, flight information (FLIFO) and
electronic ticketing entries and displays are all restricted. Updates to the FIT table are duty code restricted. Users possessing the appropriate keyword in their Employee Profile Record (EPR) can view restricted information.

  

	 	(ppp)	The OUS/OUB Message function allows messages to be generated, from unsolicited messages, to a specific CRT address (OUS) or all CRTs (OUB) on a specific line
allowing rapid communication between users. The message is capacity controlled by an Employee Profile Record (EPR) keyword. 

  

	 	(qqq)	 The Pre-reserved Seat Selection (PRS) function provides the ability to issue advanced seat assignments, at the time of the reservation. A seat
map is available for each flight and can be displayed by flight number or segment number. Seat assignments can be designated by area preference (either 

  

					
	Confidential	  	Page 16	  	

	 	
smoking or non-smoking, window or aisle) or by specific seat number. A seat can be reserved up to 330 days in advance and boarding passes can be issued up to 30 days prior to departure. Seats can
be cancelled by segment, specific seat number or by all segments without canceling the itinerary. Changes to pre-reserved seats are contained in seat history. All pre-reserved seats are name associated in the Passenger Name Record (PNR).

  

	 	(rrr)	The Sign in Message function allows authorized personnel to add a message to SabreSonic to be displayed on user sign in. Messages can vary by sign in location.
These messages are Employee Profile Record (EPR) keyword controlled. Sign in messages provide timely communication of important information/training to specific locations or to all locations. 

 

	 	(sss)	The Message Switching (MSW) function provides a method for processing teletype messages that are generated within and between airline/CRS and related companies
around the world through the use of direct circuits and ARINC or SITA. MSW is also used to transmit Passenger Name Record (PNR) bookings and Passenger Name Lists/Add Delete Lists (PNL/ADL) to other CRS systems. MSW processes all of the
administrative messages direct to SabreSonic printers. Messages can be addressed to a single location or simultaneously to multiple locations. 

  

	 	(ttt)	The Scan File provides the ability to track high speed messages in the customer’s system and generate the following reports: 

 

	 	(i)	Top Twenty Action Codes 

  

	 	(ii)	Top Twenty Agent Signs 

  

	 	(uuu)	The Condensed Report by Action code provides the number of times a specific entry is entered into SabreSonic. The Top Twenty Agent Signs provides the number of
times a specific agent enters any command. 

  

	 	(vvv)	Timatic is a forward host Multi-Access connectivity function, which allows a SabreSonic user to access travel documentation requirements and regulations for
nearly 200 countries. 

  

	 	(www)	The Time Initiated Function Table (TIFT) function allows for the automatic generation of specific SabreSonic entries at specified times which are defined by the
user. These specified entries and responses can be sent to either a printer, SabreSonic set address, or teletype address. 

  

	1.2	Pricing, Fare and Rules Display 

  

	 	(a)	Itinerary Pricing is a database with more than 45 million fares from over 650 airlines worldwide submitted by the Airline Tariff Publishing Company (ATPCO)
and SITA. This database maintains fare filings, comprehensive rules, currencies and Banker Selling Rates (BSR) 

  

	 	(b)	Price Quote (PQ) functionality allows tickets to be issued directly from the pricing information stored in the Price Quote Record in the PNR. PQ ensures tickets
are issued at fare quoted until expiration of the Price Quote Record, which is controlled by the airline. 

  

	 	(c)	The No Passenger Name Record (PNR) pricing function allows easy-to-use formats to price multi-leg itineraries without creating a PNR. A fill-in mask is available
which provides flexibility to add or change information as needed. No PNR Pricing can accommodate a simple one-way or a complicated 16 segment itinerary for up to four different passenger types. 

 

	 	(d)	The Tax Database function in SabreSonic includes both a Tax Database Summary Display and a Tax Database Detail Display. The Tax Summary displays a list of all
taxes applicable to a specified country. The Tax Detail Display allows the user to request information regarding a particular tax. 

  

	 	(e)	A Ticket Designator is used in pricing and ticketing entries to apply discounts to filed fares or to designate specific promotional rates. Ticket designators can
be limited to a single validating carrier, by the inventory booking code, by travel validity dates or by geographical area. Ticket designators can be applied by segment, by trip or by itinerary. 

  

					
	Confidential	  	Page 17	  	

	 	(f)	Sabre Air Pricing Operations is responsible for all air itinerary pricing operations. This includes fare and rule data processing, development and maintenance of
all pricing applications. 

  

	 	(g)	The ATPCO: Automatic Fare Updates function electronically transmits the carrier’s filed fares from ATPCO to Sabre. This automatic process updates the
carrier’s fares 5 times daily. 

  

	 	(h)	The Fare Construction function provides principals that are used to calculate fares for international itineraries. Sabre pricing adheres to IATA standards of
fare construction including global direction, directionality of fares, governing carrier, mileage parameters, limitations on indirect travel, higher intermediate fares (HIF or HIP), precedence of through fares, routings, differentials, around the
world fares, minimum fare checks, cabotoge rules including French, British and Dutch and Neutral Units of Construction (NUCs). All local currency amounts are converted using the Rate of Exchange (ROE) to a NUC amount. The cost for the itinerary is
then calculated in NUCs. The total NUC is then converted using the ROE to the currency of the country of origin. 

  

	 	(i)	The Negotiated Fares function provides airlines with the ability to manage the distribution of non-published fares and defined viewership. Automated Negotiated
Fares eliminate the need for paper tariffs or a privately managed database of negotiated air rates. The integration of negotiated fares with published fares can be displayed with a single fare quote entry. The automation of negotiated fares is
accomplished through the Airline Tariff Publishing Company (ATPCO) privates fares tariff filing. 

  

	 	(j)	Guaranteed Fare Pricing computes and saves the lowest applicable fare for a booked itinerary; validates an itinerary against all airline fare rules and displays
detailed fare, tax, and surcharge information to the user; allows users to price an entire itinerary or specific segments of an itinerary. Also offers users the ability to price specific passenger types (e.g., adult, child, senior citizen, military,
negotiated, etc.), using over 150 industry-standard codes 

  

	 	(k)	Price by cabin returns the lowest available fare within a desired cabin for a desired itinerary taking into consideration current fare class availability. Price
by cabin also allows users to append qualifiers that find the lowest fare regardless of availability, exclude penalty fares, with or without restrictions, and/or based on a specified purchase date. The user can also append a qualifier that
automatically rebooks the itinerary in the lower class-of-service. Evaluates up to eight segments in one itinerary. (WPNCB) 

  

	 	(l)	The U.S. government/state fare pricing (GST Pricing) function provides ability to price the lowest published fare, negotiated fares and U.S. state government
fare in one entry. 

  

	 	(m)	Fare & Rules Displays provide users with up-to-date information on airline fares, rules, government taxes, passenger fees, currency rate &
exchange, and baggage allowance. 

  

	 	(n)	The Fare / Shoppers Quote Display function displays all published fares for a carrier in the requested market for the specified date or dates of travel. Fares
for future travel or up to 60 days past date EEDcan be displayed. Variations to the entry sort fares by fare type, currency, specified booking class, etc. Once the fare has been displayed, shortcut entries can be used to quickly change a part of the
fare quote, such as the arrival city or the carrier. All fare and rule information is sent to Sabre from the Air Tariff Publishing Company (ATPCO) and SITA. The Fare Shoppers entry allows the user to view fares from all airlines that publish fares
in the requested market. Fares are shown in ascending order, with comparison information regarding frequency and type of service (non-stop, direct, on-line connection) for each airline at the top of the display. 

 

	 	(o)	The Electronic Rules Display (RD) function provides an automated display of fare rules submitted by each airline via their fares vendor to Sabre. This display
contains 28 fare rule categories including seasons and blackouts, transfers, combinability, fare by rule information, minimum/maximum stay and groups. Specific rule categories may be accessed individually or in groups. 

 

	 	(p)	The Rules Display – RD function returns fare rules for a carrier, including 28 categories. 

 

	 	(q)	The Booking Code Validation (RB) Table displays booking code requirements to qualify for a specified fare basis as outlined by the publishing carrier.

  

	 	(r)	The ROE Display – FC function displays IATA quarterly NUC conversion rates of exchange. 

  

					
	Confidential	  	Page 18	  	

	 	(s)	The Currency Management (Conversion Functions) function displays the Bankers Selling Rate (BSR) for the country requested. This function converts currency at the
market rate. Currency Management also contains an alpha listing of all country currencies, as well as, a conversion for the BSR. 

  

	 	(t)	The Tax Display – TX function displays country or city specific taxes. 

 

	 	(u)	The MPM Mileage Display – WN function displays applicable maximum permitted mileage for MPM fare levels. 

 

	 	(v)	The Ticketed Point Mileage Display – WN function calculates miles traveled between ticketed points for fare and routing applicability.

  

	 	(w)	The PFC Display – PXC function calculates applicable passenger facility charge for domestic and international itineraries. 

 

	1.3	Codeshare 

 Unlimited
codeshare flights are included in this Work Order for up to three (3) codeshare partner airlines to be implemented at cutover. Additional Codeshare partners implemented after cutover are not included. Codeshare flights refer to flight numbers,
either marketing or operating. An agreement with the other carrier is required. 
  

	 	(a)	The Codeshare function provides the ability for an airline to partner with another airline to offer services to cities where the host airline does not fly.
Additional market availability is provided without the added cost of aircraft, flight crew and airport facilities. The SabreSonic system currently supports IATA Options 1, 2, 3, and 4. The SabreSonic codeshare product is very flexible; allowing the
carrier many choices in how various bookings and responses will be sent and processed. When a passenger checks in on the SabreSonic—hosted carrier’s flight that connects with a marketing flight, SabreSonic recognizes the codeshare flight;
if the operating carrier has an EDIFACT agreement with the operating carrier, then EDIFACT Through Check-In is performed. This product requires a Codeshare agreement. 

 

	 	(b)	The Codeshare Marketing TCS Date Relate functionality allows carriers participating in codeshare arrangements to link classes of service to dates in the TCS
(Teletype Codeshare Table) enabling them to add effective and discontinue dates ensuring the marketing carriers classes of service are mapped and translated to the operating carrier’s classes of service for the exchange of booking data.

  

	 	(c)	The Operating TCS Table gives the operating carrier more control over what classes of service are being booked by the marketing carrier. This table is used to
validate the fare class mapping translations for inbound IATA Option 1 and 4 booking messages sent by the marketing carrier. It is also used to translate the marketing carrier class to the operating carrier class of service for IATA Option 2
bookings and AVS messages. 

  

	 	(d)	The PNL Check-In Enhancement function searches for existing PNR’s within SabreSonic when an inbound PNL/ADL message is received and merges the data found in
the PNL with the existing Sabre PNR. This eliminates dupe bookings. It also enables the system to perform “ through check-in” on their passengers from their origin city to their final destination. 

 

	 	(e)	The AVS Leg and Segment Support function applies the Availability Status (AVS) messages to both the operating and marketing carriers when an AVS message is sent.

  

	 	(f)	The Request Availability Status Message (RAS) function allows additional control of a carrier’s marketing flights. This product enables the marketing
carrier to send an Availability Status (AVS) recap request to the operating carrier at any given time. Upon receipt of the message, the operating carrier will automatically return an AVS message (recap) to the marketing carrier. SabreSonic has the
capability to send and receive RAS messages. 

  

	 	(g)	The Passenger Name Record (PNR) Identification by Record Locator (RLOC) function attempts to retrieve a PNR in two ways in order to process inbound Teletype
messages. The first check searches the OA RLOC (Other Airline Record Locator) Index for the originating airline’s RLOC; if the PNR is not found, the system will attempt to retrieve the PNR via flight, name, date. 

  

					
	Confidential	  	Page 19	  	

	 	(h)	The Open Seat Indicator on Boarding Passes function enables EDIFACT to print ‘OPN’ in the seat assignment field on ATB2 boarding passes issued via
EDIFACT for OA open seating flights. This functionality is available for all EDIFACT partners who send an open seating indicator in the check-in response (DCRCKA). 

 

	 	(i)	The LDX function will produce the Codeshare PNR Reconciliation Report from the Marketing Carrier’s Partition. The report will include an item for each PNR
that was booked by the Marketing Carrier and is missing from either the Marketing or Operating Flight. 

  

	 	(j)	The Flight Segment Included in Teletype Reply to SSR Request function provides for the flight segment associated to an SSR to be included in the SSR reply
message. 

  

	 	(k)	The Inbound Passenger Reconciliation List (PRL) Enhancement provides information collected during the check-in process that can be used to update a ground
handled/marketed airlines’ reservation system, as necessary. The PRL message reflects a list of accommodated onboard passengers and associated information. 

 

	 	(l)	The “SOLD AS” Identifier on Boarding Passes function modifies the current boarding pass stub to include a “SOLD AS” field to reflect the
Marketing carrier’s code and flight number when operated by a codeshare partner. This provides the passenger with information associating the codeshare partner’s base operating flight number to the flight originally booked.

  

	 	(m)	The IATA Passenger Final Sales - Outbound Message is a teletype message generated during the post departure reconciliation process to provide post departure
control statistical and/or amended passenger information to codeshare/contracted 3rd parties. The Post Final Sales message lists all “exception” passengers, or passengers who did not check in “normally”. The passengers are listed
first by category, then class of service, and lastly alphabetically. A passenger will appear in only one category. 

  

	 	(n)	The Codeshare Prepaid Ticket Advice provides the ability for the passenger to pickup a prepaid ticket from either the marketing or operating carrier’s
ticket office. Upon issuance of the ticket a teletype message is automatically sent advising that the PTA has been ticketed. 

  

	 	(o)	The SabreSonic system has the ability to send, receive, and process Codeshare IATA Option 1 messages. With IATA Option 1, the marketing carrier performs the
translation to the operating carrier information. The marketing flight information is included at the end of the air segment. Therefore, the marketing carrier sends both marketing and operating carrier details within the booking message.

  

	 	(p)	The SabreSonic system has the ability to send, receive, and process Codeshare IATA Option 2 messages. With IATA Option 2, the operating carrier performs the
translation to the operating carrier information. The marketing carrier sends marketing flight information only. 

  

	 	(q)	The SabreSonic system has the ability to send, receive, and process Codeshare IATA Option 3 messages. With IATA Option 3, the marketing carrier performs the
translation to the operating carrier information. The marketing carrier sends operating flight information only. 

  

	 	(r)	The SabreSonic system has the ability to send, receive, and process Codeshare IATA Option 4 messages. Codeshare IATA Option 4 is similar to Option 1, however the
booking format is slightly different. The marketing carrier performs the translation to the operating carrier information and both flights are included in the air segment. 

 

	 	(s)	The Codeshare Automated Passenger Protection (APP) function allows the operating and marketing carrier to determine who will be responsible for reaccommodating
the marketing codeshare passengers during schedule change. If it is determined that the operating carrier will be responsible for reaccommodating the marketing passengers, teletype messages are created to update the marketing PNRs and processed
according to the rules of each partner. Additionally, the SabreSonic operating carrier may protect marketing carrier’s passengers separately from their own non-codeshare passengers. Each codeshare may be protected differently as well.

  

					
	Confidential	  	Page 20	  	

	 	(t)	The Codeshare Availability Status Messages (AVS) Reapply function re-applies AVS inhibits, previously applied by the operating carrier from an AVS open or close
message, after the marketing carrier’s schedule change. 

  

	 	(u)	True Availability allows a marketing flight’s Inventory Detail record (IND) to be programmatically linked to the IND of the operating carrier, when both
airlines reside in the SabreSonic system. Therefore, the availability of the marketing flight will mirror the availability of the operating flight, reflecting its “true availability”. A ‘TAI’ indicator in the city pair
availability demonstrates to the marketing carrier that the city pair is displayed as ‘true availability’. Additionally, True Availability supports all Sabre inventory structures (Net, Threshold, Virtual and Continuous Nesting).

  

	 	(v)	The FLIFO Cancellation function appends a FLIFO cancellation message on the marketing flight when the operating flight is cancelled with a CN or CS action code.

  

	 	(w)	The Codeshare Seat Return-Outbound function provides the ability to return seats to the operating carrier by cabin, date range, time and origin or destination
for codeshare block space agreements. Codeshare Seat Return also creates the ability to retain a minimum number of block seats, to set new seat authorizations with adjustable overbooking levels, to provide return seat percentages and to establish
additional addresses for seat release messages. 

  

	 	(x)	The Dual Flight Number Validation function provides the ability to validate the dual flight number information is correct when it is received from the marketing
carrier. This function is applicable to IATA Option 4 codeshare partnerships only. 

  

	 	(y)	Codeshare Ticket Number Advice (TKNA) notifies the marketing carrier when the operating carrier tickets the PNR using paper ticketing. Upon completion of
ticketing the operating codeshare PNR, teletype will send an SSR TKNA to the marketing carrier, which will input a T- 20JUN (date ticket was issued by operating carrier), followed by the ticketing information in the marketing carrier’s
ticketing field. This will eliminate the possibility of the PNR being cancelled due to a ticketing time limit imposed by the marketing carrier at the time of booking. 

 

	 	(z)	Codeshare Flight Default permits the check-in agent to use the marketing carrier code and flight number when defaulting to a flight for check-in.

  

	 	(aa)	The Codeshare Agreement Table is a centralized location of all codeshare tables. This table will give the customer and the Sabre Codeshare representative the
ability to view all features that have been activated for any particular codeshare partnership without having to search different codeshare tables. 

  

	 	(bb)	Codeshare Numeric Availability Status Messages (AVA) provides the ability for a SabreSonic user to send and receive AVA messages for Availability Status
Messaging. AVA is an additional free flow availability message that provides more accurate inventory synchronization between codeshare partners. The availability message is in numeric format that includes all mapped classes of service (RBDs), both
public and non-public, for each compartment (F/C/Y). This differs from the standard AVS message, which includes only the classes affected by the change. By including the current availability for all RBDs, there is an inherent control feature that
allows the marketing carrier to maintain an accurate availability at all times. This functionality also includes the sending and receiving of AVA Recap Request messages (RVR) and AVA Recap Responses (AVR). 

 

	 	(cc)	Guaranteed Sell for Codeshare Flights enables the system to verify availability on the operating carrier’s codeshare flight prior to confirming an inbound
booking message from the marketing carrier. This will eliminate the number of codeshare overbookings on the operating carrier’s flight. 

  

	 	(dd)	The Automate Codeshare Schedule Change feature will automatically update the SabreSonic hosted marketing carrier’s flights and passengers when an operating
carrier’s schedule changes. For Sabre to OA codeshares, this feature will automatically generate a Standard Schedules Message (SSM) to the OA marketing carrier in order to update the marketing flight when the operating flight is created or
changed, reducing the number of flights with possible schedules out-of-synch. 

  

	 	(ee)	Ticket and Time Limit Notification notifies the booking source when the operating carrier tickets or adds a ticket time-limit to the Passenger Name Record (PNR).
This applies to interline and codeshare PNRs. Notification is generated in the form of an SSR TKNE, TKNA, or TKTL. 

  

					
	Confidential	  	Page 21	  	

	1.4	Command CenterTM Interface 

Command CenterTM Interface is a web based graphical user interface (GUI) giving SabreSonic customers a tool to easily perform the
system configuration, table maintenance, and information reporting tasks for functions including: Market Tariff Table; Codeshare configuration and management; Pre-Reserved Seat Map configuration; Agreements management (Ticketing & Baggage
Agreements, Credit Card Acceptance agreements, and Frequent Flyer Agreements 
  

	1.5	Credit Suite 

  

	 	(a)	Basic Authorization 

 The
Credit Authorization (CAS) function provides the carrier the ability to obtain real-time, instantaneous credit authorization for major credit cards accepted as form of payment. Credit card numbers are first validated for accuracy upon input
into the system. After that, direct links between SabreSonic and the major credit card associations provide the carrier the means of obtaining a real-time approval code prior to issuance of a ticket. Alternatively, the automated approval code may be
substituted by the use of an on-line entry to approve credit prior to document issuance. 
  

	 	(b)	Credit Suite 

 The Data
Delivery function (also known as Accelerated Credit Card Billing or ACCB) allows carriers to accelerate settlement of American Express, Discover, MasterCard, Visa, JCB and Diners Club/Carte Blanche credit card transactions. Credit card
settlement data is captured and formatted according to preferences of airline’s credit card merchant bank(s)/processor(s). This information is transmitted “on behalf” of the carrier directly to the bank(s)/processor(s). The data is
sent daily, seven days a week, being electronically downloaded into the banks’ accounting systems, and therefore accelerating the process of recovery of credit card revenue by 5-8 days on average, considerably improving airline’s cash
flows. Credit card purchases for transportation tickets, as well as refund, exchange and miscellaneous transactions completed through the use of masks can be accelerated. Requires Sabre generated Ticket Number. Sabre supports encrypted FTP/IP
connectivity via Internet for the transmission of Credit Suite files. However, in specific cases, a dedicated communications link to the credit processor/bank may need to be installed. 

Interchange Optimization (also known as Payment Services 2000 or PS2000) represents Sabre’s flexibility to meet local
requirements from the card associations, in order to qualify the carrier for the lowest possible discount fees on transactions processed via the Data Delivery product. As an example, in the US, Visa and MasterCard’s “Passenger
Transport” qualification requirements are met by the inclusion of additional data fields in the settlement files sent to banks. Specific requirements need to be analyzed on a country by country basis. Magnetic card swipe reader devices may be
required. Interchange Optimization programs may require a contractual agreement between the carrier and the card associations. 
  

	 	(c)	Credit Suite - Fraud Prevention 

Address Verification Service (AVS) is an enhanced fraud tool that verifies that the address in the credit card data field matches
the address on file with the card issuer, allowing for more secure transactions. Currently available in the U.S., Puerto Rico and the U.S. Virgin Islands. 
  

	1.6	Customer Relationship Management Suite 

  

	 	(a)	CDD 

Customer Data Delivery – PNR and VCR Data (“CDD – PNR and CDD – VCR Data
Feed”) enables Sabre hosted airlines to receive structured data files containing normalized host airline Passenger Name Record (PNR) and Virtual Coupon Record (VCR) data. Information on all active PNRs and electronic tickets (VCRs) from
airline direct, agency, and other interline booking channels that are active in the host airline database in the
Sabre® Passenger Reservation System after date/time of implementation is included. The data is extracted
from the hosted airline database and is transmitted via scheduled batch feeds. 
 Data will be delivered to Customer via FTP on a
daily basis, in flat files, delimited data string format. 

  

					
	Confidential	  	Page 22	  	

	 	(b)	Customer Insight 

 Customer
Insight is a profile system that can be used as a central repository for customer profiles. The database is located on an open platform and supports flexible data access and update methods: Batch file updates via FTP, manual updates via the Sabre
system or the SabreSonic Agent Interface, and a web service interface based on OTA (Open Travel Alliance) standards. The data model utilized provides the ability for hosted airlines to store a wide variety of information regarding their customers,
for example: personal information, such as name, contact information and travel document information; air travel information such as customer value score, service needs such as airline seating, meals and class of service, also travel preferences,
frequent traveler information and employment information. Frequent Traveler profiles can be used during the booking process to quickly build a Passenger Name Record (PNR) by automatically moving profile information into the PNR with reduced
keystrokes and increased accuracy. The reservations and check-in functions integrate with Customer Insight in order to recognize an airline’s most loyal frequent flyer members. 

 

	 	(c)	Customer Value Calculator 

 The
Customer Value Calculator is a model which calculates a customer value score for each customer with a profile given a set of airline specified parameters. The application currently consists of three main areas: 

 

	 	•	 	 Parameter Inputs 

  

	 	•	 	 Graphical Distribution 

  

	 	•	 	 Parameter Set Management 

 The information below contains a description of these specific areas. 
 Parameter
Inputs: The model allows the user to configure three different parameters: Recency, Frequency, and Monetary Value. Recency represents the number of segments flown by a customer in a user specified period of time. This time period is generally short
in duration and is used to capture recent travel activity. Similarly, Frequency also represents the number of segments flown by a customer in a user specified period of time. However, the time period for this is generally longer than the Recency
time period. For example, whereas the time period of consideration for Recency might be 12 months, the Frequency time period may be 36 months. The final parameter in the model is monetary value. This parameter captures the amount of spend by a
customer in a user specified period of time. 
 The user has the ability to control each of these parameters in three ways: time
periods, ranges, and weights. Time periods, as discussed previously, define the time period for which the parameter will be calculated. Ranges give the airline the ability to tier the values for a particular parameter. For example an airline may
choose to assign values for recency like: 
  

	 	•	 	 Less than or equal to 2 would indicate a recency score of 0 

 

	 	•	 	 Between 3 and 6 (inclusive) segments would indicate a recency score of 30 

 

	 	•	 	 Between 7 and 10 (inclusive) segments would indicate a recency score of 70 

 

	 	•	 	 11 or more segments flown in the time period would indicate a recency score of 100 

Finally, the airline can set the relative weights of the parameters. For example, recency may compose of 20% of the customer value score,
frequency may compose of 30% of the customer value score, and monetary value may compose of 50% of the value score. 
 Once all
of these parameters are set then a customer value score can be calculated for each customer with a customer profile. The user can then save this parameter set under a unique name for further reference. 

Parameter Set Management: The third and final area of the Customer Value Calculator is the area of parameter set management. Airlines can
have multiple parameter sets with different goals and experiments using the what-if functionality of the model. 
 The Parameter
Set Management area allows users of the system to perform general management functions. This includes viewing, sorting, deleting, and renaming parameter sets. From the parameter set management area, a user can also tell which parameter set is
currently loaded in production as well as the next one queued for production if a change has been designated. 

  

					
	Confidential	  	Page 23	  	

	1.7	InteractTM Interface 

Interact is a graphical user interface for airline agents to manage reservations and check-in functions from a single, easy-to-use tool.
The Interface supports all native host functionality required for call center or airport agents. In addition, the product provides graphical seat maps, consistent and easy-to-use tab-based navigation, easy-to-read graphical output and the ability to
work equally well with or without a mouse. 
  

	1.8	Net AccessTM 

 Net
Access is an internet based emulator solution for airline customers. Airline staff and Global Sales Agents (GSA’s) would use this emulator to access the native Sabre System. It may be used at Reservations offices, City Ticket offices, Airports,
or any other location where Sabre access is needed and hardwire is not available. Net Access is intended to address the need for infrequent service (i.e., seasonal or charter), or in non-traditional situations (an airline has a representative
stationed on-site at a convention to assist customers). Net Access is offered as an alternate product rather than a replacement for existing Airline Solutions products. 
 Below are some of the benefits of using Net Access: 
  

	 	(a)	Increased productivity – easy, convenient, one-stop shopping tool that reduces time consuming research for products and services that are difficult to find today

  

	 	(b)	Low cost – browser based, available 24/7 over any Internet connection 

 

	 	(c)	Global – localized at the country and regional level 

  

	 	(d)	Customizable – can be configured 

 Sabre airlines are utilizing Net Access in the following ways: 
  

	 	(a)	Global Sales Agents (GSA’s) 

  

	 	(b)	Small office environments, such as: 

  

	 	(i)	Reservations offices 

  

	 	(ii)	City Ticket offices 

  

	 	(iii)	Work from Home capabilities 

  

	 	(c)	Unique airport needs, such as: 

  

	 	(i)	Early start-up service before wiring is installed 

  

	 	(ii)	Charter service 

  

	 	(iii)	Or other situations where hardwire is too costly or not available 

  

	 	(d)	Net Access is distributed via a web link 

  

	 	(e)	Because some airlines may have difficulty downloading the emulator due to an internal firewall, a CD will be provided upon request 

 

	 	(f)	Net Access provides a low cost alternative to hardware 

  

	 	(g)	Connectivity is achieved through the internet and may be connected via any Internet Service Provider (ISP) 

 

	 	(i)	No dedicated circuits required 

  

	 	(ii)	Eliminates legacy communication connections (x.25) 

  

	 	(iii)	Eliminates need for dedicated routers 

  

					
	Confidential	  	Page 24	  	

	 	(h)	No software to distribute or install 

  

	 	(i)	Installation completed by the customer 

  

	 	(ii)	Easy to use installation script 

  

	 	(iii)	Java is downloaded during the installation process 

  

	 	(i)	Supports Sabre host functionality 

  

	 	(i)	Includes all standard configuration functions 

  

	 	(ii)	Including font size, colors, window display 

  

	 	(iii)	Includes support for PF Keys, Quick Keys etc. 

  

	 	(iv)	Enables the Interact Airport and Reservations interface to connect to Sabre from a computer with internet access with no dedicated circuits required

  

	 	(j)	Supports point-and-click functionality not available in a regular native Sabre emulator 

 

	 	(k)	Supports Sabre ticket, boarding pass, and bag tag printing 

  

	 	(l)	System architecture designed for automated updates 

  

	 	(i)	No repeat installation required 

  

	1.9	Qik® Schedule Interface 

 The Sabre® Qik-ScheduleTM product is a graphical user interface for airline employees to modify schedules from an easy-to-use tool. 

 

	1.10	MyFares 

 Sabre
MyFares offers near-real time fare transmission processing and sales channel targeting to provide increased control over when and where fares are distributed. Fare content can be distributed to specific airline geographic groups, including area,
zone, nation, state/province, city/airport and department code. In addition, users have the option to distribute to the extensive worldwide Sabre ConnectedSM agency network. MyFares serves as a supplemental direct fare filing option to ATPCO and
SITA fare filings. 
  

	1.11	Business Intelligence Essential Analytics module 

 The SabreSonic Essential Analytics reports module (the “System”) is a separate module of the SabreSonic Business Intelligence product family. It consists of a base set of reports with Customer
configurable parameters for narrowing the scope and focus of the reports. Examples of the types of reports included in this reports module are described below (subject to change as the product evolves based on customer input and usage factors):

  

	 	(a)	Bookings and Cancellations Reports 

  

	 	(i)	Accessible via SabreSonic Airline Community Portal 

  

	 	(ii)	Bookings and Last-minute Cancellation Counts / Sources 

  

	 	(b)	Market Analysis Reports 

  

	 	(i)	Top Markets 

  

	 	(ii)	Specific City Pairs, Departure Cities or Arrival Cities 

  

	 	(c)	Flight Level Reports 

  

					
	Confidential	  	Page 25	  	

	 	(d)	Daily / Date Range Perspective 

  

	 	(e)	YOY / YTD, QOQ / QTD, MOM / MTD option for Booking Count Report 

  

	 	(f)	Segment and Airline O&D Perspective for Booking Reports 

  

	 	(g)	Graphic Summary Representations (Pie Chart, Bar Chart) 

  

	1.12	SabreSonic® Inventory base inventory option 

 SabreSonic Inventory provides airlines flexibility in designing nesting structures by supporting the following: 
  

	 	(a)	Serial - fare classes nested one into another 

  

	 	(b)	SabreSonic Inventory supports advanced point of sale control, including: 

  

	 	(i)	Capability to control POS by the IATA EDIFACT standard levels—country, city/airport, agency (IATA ARC number) 

 

	 	(ii)	Point of sale search may be serial or hierarchical (based on level of match) 

 

	 	(iii)	Additional POS differentiators are duty code and agent sign-in ID 

  

	 	(iv)	Point of sale relationships may be defined in a table 

  

	 	(v)	Ability to control availability by discrete channels such as off-tariff fares negotiated with travel agencies and online channels. 

 

	 	(vi)	Agency blacklists are also supported by SabreSonic Inventory and managed through the point of sale rules. 

 

	 	(c)	SabreSonic Inventory supports extensive control of availability through the use of flexible rule-based actions to be taken during the availability process. Controls are
provided at the host, market, point of sale and flight number level of detail. 

  

	 	(d)	SabreSonic Inventory currently supports the following actions: 

  

	 	(i)	Inhibit a fare class – no availability, long sell permitted 

  

	 	(ii)	Inhibit a fare class from availability – no availability, no short sell, long sell permitted 

 

	 	(iii)	Inhibit a fare class from sell – shows in availability, no sell permitted 

 

	 	(iv)	Suppress availability to zero – shows in availability with zero seats, no short sell, long sell permitted 

 

	 	(v)	Suppress segment limit – overrides segment limits for all fare classes 

 

	 	(vi)	Block availability – applies to all fare classes 

  

	 	(vii)	Block sell – applies to all fare classes 

  

	 	(viii)	Uninhibited fare class – reverses inhibit for availability and sell 

  

	 	(ix)	Uninhibited fare class for availability – reverses an availability inhibit 

 

	 	(x)	Uninhibited fare class for sell– reverses a sell inhibit 

  

	 	(xi)	Adjust fare class availability with multiplicative and additive factors 

  

	 	(xii)	Adjust fare class authorization with multiplicative and additive factors 

  

	 	(e)	The following is a list of conditions users can apply to qualify the above actions: 

 

	 	(i)	Rule effective and discontinue date 

  

	 	(ii)	Frequency (days of the week) 

  

					
	Confidential	  	Page 26	  	

	 	(iii)	Sales date ranges 

  

	 	(iv)	Seasonality (Travel date ranges) 

  

	 	(v)	Sale days open restriction (inclusive) 

  

	 	(vi)	Sale days closed restriction (inclusive) 

  

	 	(vii)	Sale hours open restriction (inclusive) 

  

	 	(viii)	Sale hours closed restriction (inclusive) 

  

	 	(ix)	Sale date/time open restriction (inclusive) 

  

	 	(x)	Sale date/time closed restriction (inclusive) 

  

	 	(xi)	Travel departure time bands (times local to point of origin) (inclusive or exclusive) 

 

	 	(xii)	Travel arrival time bands (times local to point of destination) (inclusive or exclusive) 

 

	 	(xiii)	Routing (or, and, consecutive) 

  

	 	(xiv)	Trip type (non-stop, multi-stop direct, online connection, interline connection, 1, 2 or 3 connect points) 

 

	 	(xv)	Departure region 

  

	 	(xvi)	Arrival region 

  

	 	(xvii)	Point of sale (country, city, agency IATA fare qualification rules number) 

 

	 	(xviii)	Interline partner carrier code list 

  

	 	(xix)	Operational type – normal, funnel, overlap, code share (applies to a segment 

 

	 	(f)	SabreSonic Inventory manages waitlist placement using client defined percentage limits, which initiates the waitlist clearance review. SabreSonic Inventory also
supports clearance with availability and sell processing. 

  

	 	(g)	Note – O&D Controls are not included. 

  

	 	(h)	SabreSonic Inventory also supports the following types of AVS generation: 

  

	 	(i)	Segment AVS provides the capability to send other airlines and/or CRSs open and close messages for a specific origin and destination without affecting other cities in
the line of flight. 

  

	 	(ii)	Leg AVS provides the capability to send other airlines/CRSs open and close messages for a specific origin and destination which will open or close other cities in the
line of flight. 

  

	 	(iii)	Numeric AVS provides the capability to send specific availability levels to other airlines and/or CRSs. 

 

	 	(i)	The Schedule Change function furnishes the means to create and alter flight schedules and related elements of data. 

 

	 	(j)	The Dynamic Schedule Change function allows the user to add, modify, cancel and reinstate current flight schedules into SabreSonic. These changes are stored in a
database and are updated in SabreSonic twice weekly. 

  

	 	(k)	The On Demand Schedule Change function allows the user to add, modify or cancel flight schedules and have the updates shown in SabreSonic immediately.

  

	 	(l)	The Schedule Change Passenger Protection Reports are online displays that contain detailed information on the flights and passenger PNRs affected by schedule change
reaccommodation. Reports include: Summary of flight numbers and passengers affected; Flight Detail with detailed reaccommodation information for each PNR; Basic Airline Segment (BAS) Display, containing basic airline segment details for each PNR;
and Candidate Display, which included a list of protection candidates used by the system to protect a PNR by flight and Record Locator 

  

					
	Confidential	  	Page 27	  	

	 	(m)	The Extra Sections function allows for the addition of extra flights to the system outside of the schedule change process. Extra sections are used when the market
requires an additional flight for a limited operation - i.e.: 1 day or 1 day a week for the next month. 

  

	 	(n)	The Charters function enables two ways for charters to be input into the system. Charters input through a schedule change entry appear as any other flight. Charters
input with an inventory type entry using a specific flight number range are not shown in city pair availability. Seat maps and seat assignments, boarding passes, positive name match, on-board counts, no-shows and IATA Passenger Name Lists (PNLs) and
Add and Delete Lists (ADLs) are provided for charter flights. 

  

	 	(o)	The Schedule Change Reaccommodation function is an automated passenger reaccommodation process for passengers affected by schedule change. SabreSonic automatically
builds a candidate list for protection where the highest-ranking candidate (flight) is determined and used for the reaccommodation process. The ranking is determined by parameters defined by the carrier. Each carrier can also assign criteria values
to passenger PNR’s to determine the reaccommodation order by PNR attributes, such as frequent flyer, class of service, etc. The carriers also have the ability to define limits for flight overbookings during reaccommodation. There are two
reaccommodation options an airline can chose to implement: 

  

	 	(i)	O&D – Identifies protection for the whole journey, from origin to destination. 

 

	 	(ii)	Leg Based – Identifies protection for the affected legs. 

  

	 	(p)	The Commuter function provides the ability to designate up to 15 additional airlines as commuters, under the host airline code, by assigning a specific flight number
range and using an asterisk in the city pair availability display. Additionally, a message can be appended to flights in order to identify the name of the commuter airline in the city pair availability display. The Encode/Decode table contains the
commuter carrier name. 

  

	 	(q)	The Automated Overlap Flights function provides an automatic method for inventory control of the shared legs. Specifically, the Automated Funnel Flights function
provides an automatic method of updating seats sold for a change of aircraft which results in a connecting flight appearing as a direct flight in city pair availability. The Automated Overlap Flights function allows for the utilization of one
aircraft to operate as two flight numbers over a common city pair and automatically decrements inventory when a seat is sold. Overlap flights may or may not be a change of aircraft, which may result in passenger deplaning and enplaning. Only one of
the flight numbers will appear in the city pair availability for the common leg. 

  

	 	(r)	The Inventory Authorization - Flight Load Predictor (FLP) function is a nightly process used to adjust authorizations of flights. The authorizations specify the number
of seats available for sale in each class for a specific period before flight departure date. Manual entries exist to change or override these authorizations. FLP allows the ability to retain authorization levels through a schedule change.

  

	 	(s)	SSM provides the automated message transmission of SabreSonic schedule changes to be generated to another CRS. ASM provides the automated message transmission of adhoc
changes to be generated to another CRS, such as flight cancellation, entries changing arrival or departure times, and equipment changes. Available only with Amadeus, Galileo and Worldspan 

 

	2.	SABRESONIC® TICKET 

  

	2.1	Basic Ticketing 

  

	 	(a)	The Inclusive Tour / Bulk Ticketing (ITBT) function allows the pricing and ticketing of inclusive tour (IT) and contract bulk (BT) tours. The ticketing entry prints
either IT or BT, as applicable, in the base fare box on the ticket instead of the base fare. Taxes are calculated unless a tax override is used, however no total is printed. For ATB ticket stock, the actual fare amount is printed on the auditor
coupon. 

  

					
	Confidential	  	Page 28	  	

	 	(b)	Ticketing Masks provide an automated method for exchanging tickets and collecting funds for the sale of prepaid tickets, miscellaneous service items and non-transport
fees. Requires Sabre generated Ticket Numbers. 

  

	 	(c)	The Exchange Ticketing function is an automated process utilizing a mask to complete the exchange transaction. Use of this mask provides exchange information to revenue
accounting systems in the Ticket Control Numbers (TCN) off-line file. Data Delivery for exchanges is possible with the mask. 

  

	 	(d)	The Paper Ticket Surcharge functionality automatically displays paper ticket surcharges as a “Q” surcharge on the ticket in the fare calculation line,
eliminating the need to enter a miscellaneous charge order (MCO) and maximizing the use of electronic ticketing. 

  

	 	(e)	The Automated Teletype Prepaid Ticket Advice (PTA) mask is an automated method used to issue a system-generated PTA document and automatically record all PTA data in
the Passenger Name Record (PNR). The mask automatically fills with itinerary and pricing information captured from the PNR, the user enters purchaser and other relevant information. SabreSonic edits for required information, calculates totals,
prints the PTA document and when applicable, updates the Agent Sales Report. 

  

	 	(f)	The Refund mask provides an automated method for users to issue refunds for unused tickets, downgrades, denied boarding compensation, or overcharges. Each refund
transaction is performed through a series of user fill-in masks. Upon completion of the transaction, a refund document is issued and the Agent Sales Report is updated. The printed document contains the passenger name, monetary value and a Sabre
generated non-transport ticket number. 

  

	 	(g)	The Transportation Voucher mask enables users to generate a document that can be used at a later date for airline travel. Vouchers could be used in the case of over
sales, as a promotional tool or as a goodwill gesture. The printed document contains the passenger name, monetary value and a Sabre generated non-transport ticket number. 

 

	 	(h)	The Miscellaneous Sales mask provides an automated method to collect funds for the sale of miscellaneous service items (i.e.: oxygen, pet kennels, bicycles, change
fees, excess baggage charges, etc.) or taxes. The printed document contains the passenger name, monetary value and a Sabre generated non-transport ticket number. 

 

	 	(i)	The Ticket Print Routine function provides automated ticket issuance for both automatically priced itineraries and manually updated ticket images. In addition to
Automated Ticket and Boarding Pass (ATB1 and ATB2), SabreSonic has several transitional ticket print routines (TAT). Automated ticketing provides qualifiers for group, passenger type, name and segment select and tax-exempt. Automated ticketing is
also available for industry/reduced rate ticketing. The ability to exchange tickets is also provided. 

  

	 	(j)	The Customer Service Authorization (CSA) function provides airport agents ability to issue automated Customer Service Authorizations (CSA) on ATB ticket stock. The CSA
application allows EPR AAA city database updates and systemwide CSA database viewership. Airport agents can issue CSA amenities vouchers for local accommodation or accommodation in other cities. The passengers PNR’s will be updated with
historical remarks. 

  

	 	(k)	The Sabre Generated Ticket Number (SGTN) function provides ticket numbers generated by SabreSonic from a ticket number range provided by the carrier. SGTN uses a
‘MOD 7’ check digit algorithm for ticket number security. SGTNs are automatically generated to the Agent Sales Report and the Ticket Control Number (TCN) off-line file. 

 

	 	(l)	The Universal Charge Coupon function provides an additional coupon which can be signed by the passenger and used as the credit card document to be sent to the
customer’s credit card company. The Universal Charge Coupon is offered in ATB1 and ATB2 print routines. 

  

	 	(m)	The Agent Coupon - Automated Ticket/Boarding Pass (ATB) function provides an additional copy of the auditor’s coupon. 

 

	 	(n)	 The Reservations Ticketing function identifies reservation ticketing centers and regional offices in order to separate and distribute reservations
ticketed Passenger Name Records (PNRs) by the form of 

  

					
	Confidential	  	Page 29	  	

	 	
payment (credit card or invoice) which is derived from the ticketing field, or by PNR type which is determined by the date of travel. The distribution is accomplished by queuing the PNRs to the
reservations ticketing center or regional offices for handling. The reservations ticketing function provides the ability to issue an electronic ticket for travel. 

 

	 	(o)	The Reservations Ticketing Print Routine product provides the ability to print invoice name, address and form of payment information, from the remarks section of a
retrieved reservations ticketing Passenger Name Record (PNR), in the appropriate places on the reservations ticket and invoice. The Reservations Ticketing Print Routine has ATB2 capabilities. 

 

	 	(p)	Agent Sales Report (ASR) provides a method to accurately record all ticketing transactions. ASR records daily ticket sales (manual and Sabre generated), coupon
exchanges, checks, cash transaction, all credit card transactions by credit card company and Sabre issued miscellaneous sales, prepaid tickets, vouchers and refunds. All agent sales reports will be sent offline when the station close entry is
completed and be available for revenue accounting purposes in an off-line file. 

  

	2.2	Electronic Ticketing 

  

	 	(a)	The Airline Direct Electronic Ticketing product provides computerized storage of the passenger’s entitlement to travel. The host airline maintains the accountable
travel and payment information in a real-time environment. Itineraries with up to 4 segments can be issued electronically. Electronic tickets are retained in the system until seven days after the last flight segment becomes inactive. An inactive
status could be flown, refunded or exchanged. If there is at least one active flight segment, the electronic ticket is retained for up to 396 days from the date of the first flight coupon. After all flight coupons have been used, the electronic
ticket is retained in the system for 7 days. 

  

	 	(b)	The Electronic Ticket Flown Virtual Coupon Record (VCR) contains data from the flown flights of tickets issued by the electronic ticketing product. The VCR is marked as
lifted/used when it has undergone post departure processing. A VCR record consists of an individual flown or lifted flight coupon. 

  

	 	(c)	The Virtual Coupon Record (VCR) Purged File contains a daily capture of ticket and coupon information for all VCRs being purged from the system.

  

	2.3	Interline Electronic Ticketing 

  

	 	(a)	The Interline Electronic Ticketing Sabre function allows a SabreSonic hosted electronic ticketing carrier to use electronic tickets for interline passengers with a
non-Sabre hosted carrier. Airline Direct E-Ticketing is required. 

  

	2.4	Automated Exchanges and Refunds 

  

	 	(a)	The Change Fee Collection feature of the Automated Exchange product gives an airline the ability to ensure change fees are collected, or to waive and document the
reason for the waiver. For itineraries changed with the SabreSonic Res System prior to a passenger’s airport check-in, boarding pass issuance is inhibited at time of check-in until the agent either collects the fee or documents the reason for
waiver. The requirement of an explanation as well as the legend of waiver codes/ reasons is controlled by the airline via a user updateable table. In order for an airline to inhibit boarding pass issuance when an outstanding fee exists, an airline
must use SabreSonic Check-In in conjunction with the Change Fee Collection feature. The use of the Change Fee Collection feature includes the following reports: 

 

	 	(b)	Change Fees Collected file – Agent location, date, sine, and amount collected 

 

	 	(c)	Change Fee Override report – Agent location, date, sine, reason code and (optional) text explanation of override 

 

	 	(d)	The Paper Ticket Capture feature of the Automated Exchange product provides a means to populate the paper ticket database with TCN (Ticket Control Number) data received
from ATPCO and Sabre. This allows Customer to view paper ticket images. (Carrier must have signed agreement with ATPO to receive this feed) 

  

					
	Confidential	  	Page 30	  	

	 	(e)	The Ticket From Price Quote Record feature of the Automated Exchange product extends the airline’s fare validity period to ensure a passenger receives the ticket
price they were quoted per each carrier’s criteria in the Price Quote Record Expiration Table. 

  

	 	(f)	The Automated Exchanges feature of the Automated Exchange product automates an airline’s process for completing ticket reissues and exchanges, including the
ability to address downgrades, denied boarding compensation and overcharges. Mask processing within this product automates the calculation of taxes, fares and ticketing for complex itinerary combinations and enables agents to use published and
private fares and override fare rules. When used in conjunction with SabreSonic Check-In, this feature can also automatically notify an agent when an add-collect amount is due and suspends the boarding pass issuance until the money has been
collected. 

  

	 	(g)	The Automated Refunds feature enables airlines to automate their current manual refund process, including support for the recall of taxes from governments (when
appropriate) to expedite the entire refund process. 

  

	3.	SABRESONIC® CHECK-IN 

  

	3.1	Sabre® ACSTM 

  

	 	(a)	The Sabre® ACSTM passenger check-in system facilitates check-in by performing a multitude of functions including most aspects of baggage handling and routing,
baggage security, passenger information, passenger check-in, boarding, onboard reconciliation, flight control and post-departure control. ACS helps agent’s process passengers quickly and efficiently by presenting passenger information in a
consistent, uncomplicated format with logical entry sequences and graphical representations that expedite the check-in process. 

  

	 	(b)	The Automated Bag Tags function allows for the automatic issuance of bag tags as passengers are checked-in. Automatic updates to the Passenger Name Record (PNR) and
Passenger Item, with the bag tag number and the final destination of the checked bag(s), are performed. Other features include the ability to modify or cancel the number of bags for previously checked-in passengers. Bag tag numbers are not
duplicated for the current flight. 

  

	 	(c)	The Automated Boarding Pass feature provides printed boarding passes which contain the passenger name, gate information, departure information, destination, frequent
traveler number, sequence number and seat assignment. Boarding pass information will also indicate whether the flight is a codeshare, wet-lease or change-of-gauge segment. 

 

	 	(d)	The Baggage Sortation Message function provides reconciliation, license plate (bag tag bar codes), piece count and weight information for the processing of baggage by
automated baggage sortation systems. Transfer messaging expedites the transfer of interline baggage, by providing the bag tag information and carrier to the downline station. 

 

	 	(e)	The Post Departure Control function transfers flight control, enabling passenger check-in, to downline stations. This function enables updates of Passenger Name Records
(PNRs) with no record (NOREC), alternate space, frequent traveler participation, and electronic ticket data. Updates to individual PNRs with boarded and not boarded passenger information is also provided. 

 

	 	(f)	The Standby Listings function records the passenger name, time of check-in, destination and desired cabin of service for all airport standby passengers. This function
is used to track and accommodate both revenue standby and non-revenue standby passengers. 

  

	 	(g)	The Standby by Seniority function allows the option to prioritize employee non-revenue pleasure standby passengers by specific code and company seniority.

  

	 	(h)	The Third Party Handling function allows stations to ground handle other airline’s flights within their own partition/CRT via IATA messaging. PNL/ADL, PRL, and PFS
are supported on behalf of third party handling. 

  

	 	(i)	 The Passport Name List function records and processes passenger passport information for most international flights at the time of check-in. This
information is then sent via teletype to the downline 

  

					
	Confidential	  	Page 31	  	

	 	
U.S. Customs station. Passenger emergency contact (PCTC) information is collected at check-in and noted in the Passenger Name Record (PNR) for carrier and U.S. Government uses in case of an
incident. 

  

	 	(j)	The Automated Passenger Profile System (APPS) profiles those passengers who could be a possible security risk on domestic flights. This system was created in
conjunction with a FAA mandate to U.S. carriers. Passengers are ‘scored’ prior to check-in, then again when checking baggage to determine the security risk. Agents are then alerted to perform positive bag match procedures for such
passengers prior to the flight’s departure. 

  

	 	(k)	Positive Bag Match provides airlines with the ability to display those passengers with checked bags who have not yet boarded the aircraft. 

 

	 	(l)	The Pre-cleared Baggage Edit provides the ability to establish when baggage has been cleared through an extraneous device. 

 

	 	(m)	The Connecting Passenger Information (CPI) Display Enhancement improves existing connecting information by gathering and including the outbound connecting gate,
terminal assignments, and departure times for other Sabre airlines in addition to the host carrier. 

  

	 	(n)	The Passenger Information List provides a final list of information used by the flight crew, which contains a list of names and seat numbers of all accommodated first
class passengers, a comments field that identifies passengers with special service requests, and members of elite mileage status. Provides ground personnel information and contact numbers, identifies smoking rows and number of meals originally
catered for the flight. It also contains a list of all passengers on standby status regardless of whether or not they were accommodated. 

  

	 	(o)	Automated Excess Baggage automates calculation and collection of excess baggage fees. Boarding pass issuance is inhibited until the fees are collected or overridden by
the agent. Excess Baggage Report is also included. 

  

	3.2	EDIFACT Thru Check-In 

  

	 	(a)	The EDIFACT Thru Check-in (ETCI) function provides the ability to check-in passengers on other airlines with whom the host carrier has an agreement. Agents can issue
and/or reissue boarding passes for an other airline (OA) connection. Additionally, agents can display the OA seat map, change OA seat assignments, transmit manual bag tag edits to the OA for bag security purposes, send Special Service Request (SSR)
information directly to the OA as a Passenger Manifest Item (PMF) item and can also display passenger lists. 

  

	4.	SABRESONIC® WEB 

Three (3) additional storefronts 
 Sabre will host a Site for Customer. For purposes of this Work Order, a “Site” means the set of World Wide Web pages hosted by Sabre through which a customer of Customer utilizing the Site may
access the Customer’s Reservation data via SabreSonic Web software with incorporated product features set forth in this Work Order. The term “Site” shall include all sites and sub sites. 

 

	4.1	SabreSonic® Web Functionality 

  

	 	(a)	Air Flexibility. User can select a number of options when making travel plans: 

 

	 	(i)	Flexible (dates and times are flexible) 

  

	 	(ii)	Semi-Flexible (dates are firm but times are flexible) 

  

	 	(iii)	Non-Flexible (dates and times are firm) 

  

	 	(iv)	Multiple destination 

  

					
	Confidential	  	Page 32	  	

	 	(b)	Fare Led Pricing. Users who choose the flexible path can select an air itinerary based upon availability for their selected dates or, if they are unavailable, select
from available alternate dates for their itinerary. 

  

	 	(c)	Corporate Bookings. The SabreSonic Web tool can also be used as a corporate travel booking site for users. With this feature, a user with a Corporate Discount code in
their user profile identifies whether they want to make a personal or corporate booking upon commencing the booking process. If the user identifies that they want to make a corporate travel booking, then the system will apply the corporate discount
as defined by the CAT25 filing that the Customer has made for the relevant corporation. 

  

	 	(d)	Negotiated Pricing. Published fares, negotiated and contract bulk fares filed via ATPCO as well as manually discounted fares can be utilized. 

 

	 	(e)	Passenger Types. Adult, Children, Infants with no seat, Infants with seats, Youth, Student, Senior Citizen, and Military fares are available for use.

  

	 	(f)	Class of Service. First, Business, and Economy class of service can be offered. 

 

	 	(g)	Guest Login. A user may log into the SabreSonic Web application using their user ID or they may log in as a Guest. 

 

	 	(h)	Language. Customer can select their Web site’s language to be in up to twelve existing languages: 

 

	 	(i)	American English 

  

	 	(ii)	Arabic 

  

	 	(iii)	French 

  

	 	(iv)	German 

  

	 	(v)	Italian 

  

	 	(vi)	Japanese 

  

	 	(vii)	Portuguese 

  

	 	(viii)	Simplified Chinese 

  

	 	(ix)	Spanish 

  

	 	(x)	Swedish 

  

	 	(xi)	Traditional Chinese 

  

	 	(xii)	UK English 

  

	 	(i)	Users can change their language preference dynamically within the customers booking engine at any time. 

 

	 	(j)	Currency. Users can select a currency conversion feature to convert a selected fare/rate to the currency of their choosing. 

 

	 	(k)	E-mail confirmation. Users receive an e-mail message after they create a profile, complete a new reservation, or change a reservation in the preferred language
established in their profile. If provided, the e-mail address is automatically inserted into the Remarks section of the PNR. 

  

	 	(l)	Multiple Payment Options. User payment options are credit card, debit card (PIN-less transactions), invoice or pay-at-retail location(s) cash in airports

  

	 	(m)	Multiple Delivery Options. Customer can offer validated electronic ticketing, pick up at customer locations. Separate addresses can be entered for billing

  

	 	(n)	Delivery Fee Options. Customer can customize the booking engine to charge delivery fees for paper tickets sent to their users. Via email 

  

					
	Confidential	  	Page 33	  	

	 	(o)	Processing Fee Options. Customer can customize their Web site to charge processing fees for new reservations made by their users. 

 

	 	(p)	Member Profile. Users can input their personal travel preferences. The profile stores basic user information and preferences that are used for processing air, car or
hotel reservations. Users can edit their profile at any time. Customer can configure whether credit card details are optional or mandatory. 

  

	 	(q)	Password Reminder. Registered Web site users/members who forgot their password can follow a link from the customer’s Member Login page to:

  

	 	(i)	Receive their password by e-mail or 

  

	 	(ii)	Answer a password reminder question and the user/member is logged into the site. 

 

	 	(r)	Credit Card Validation. Users can input their credit card information into their member profile or upon booking a reservation. The booking engine performs a
“checksum” validation of the credit card number upon confirmation of the booking. SabreSonic Web can also provide additional security via the Credit Card Security code feature, provided the Credit Suite has been activated by the Customer.

  

	 	(s)	Flight Information. Enables users to check gate and flight arrival and departure information. 

 

	 	(t)	Flight Schedules. Flight arrival and departure schedule information is presented to users in a timetable format. 

 

	 	(u)	Cancel/View Reservations. Users are provided with a “My Reservations” feature that can be used to view or change their future itineraries. Historical
reservations details are also available for viewing. 

  

	 	(v)	An upcoming release of SabreSonic Web will also support exchanges of booked itineraries for personal travel. This feature will be available provided that the Customer
has implemented Sabre’s Automated Exchange Suite. 

  

	 	(w)	Seat Maps. The Customer can enable graphical, interactive seat maps from which the user can select a specific seat assignment after PNR is created. Based on the
airplane configuration 

  

	 	(x)	Shopping Cart. Users can shop for air travel and place their selection in a “shopping cart” prior to purchase. This stage in the booking process is optional
and can be disabled. Other things can be put in the shopping cart related or not related to air travel 

  

	 	(y)	Instant Ticketing. SabreSonic Web provides the ability to automate the fulfillment process for E-ticketing eligible PNRs. This feature requires the Sabre Credit Card
Authorization module to be activated. Eligible PNRs are also the ones that are paid in retail stores 48hrs later of the reservation. 

  

	 	(z)	Miscellaneous Credit Cards. Customer has the option to add up to 5 miscellaneous credit cards. Visa, MasterCard, Amex, Corporate, UATP, for pesos and USD and also the
ability to have it in installments (3, 6 months) 

  

	 	(aa)	Main Menu Bypass. This allows users to have access via buttons on the customer home page to the “request” air providing them with extremely quick access to
shop and book travel. 

  

	4.2	Site Manager Website Configuration Options 

  

	 	(a)	Logo Branding. Customer can display their logo on their Web site. 

  

	 	(b)	Color. The customer can select one of 15 pre-defined color themes, or they can individually define the color parameters for certain GUI elements. Additionally, Customer
can upload cascading style sheets for booking engine look and feel. 

  

	 	(c)	Business Information. Customers can display their business’ name, address, telephone numbers, e-mail, and hours of operation as page footer on all pages.

  

					
	Confidential	  	Page 34	  	

	 	(d)	Banner Advertisement. Two banner spaces are available per section (four sections total) that can be configured by the customer. The customer can provide gif and
hyperlink per each banner space. 

  

	 	(e)	Hold And Purchase Itinerary. Enables users to hold a booking online and then subsequently purchase travel from the customer’s office or Web site within a specified
time period configurable by the customer. Or payment in retail stores 

  

	 	(f)	Additional URL’s. Customer may enable five additional URL’s that can be accessed from the SabreSonic Web menu list. Many domains will forward to our Customer
home page. 

  

	 	(g)	Booking change Fee. This provides the ability to charge change charges for a multiple type reservation and determine the associated fee with each type.

  

	 	(h)	Website Traffic Reporting Tool. Access to Website traffic reports is available via 3rd party vendors such as WebSideStory’s Hit Box, Net Iqs WebTrends and
Nedstat’s Nedstat Pro and Sitestat We need OK to put tags on pages for another vendor if necessary. Are this reports included in the quote?. Can we get a demo URL to see what kind of reports they generate? Can we link to emarketing strategies?

  

	 	(i)	http://www.hitboxenterprise.com/ 

  

	 	(ii)	http://www.Webtrendslive.com/enterprise_default.htm 

  

	 	(iii)	http://www.nedstat.com/ 

  

	 	(iv)	KIOSK CHECK-IN 

  

	4.3	Initiate Check In with the following: 

  

	 	(a)	Magnetic card swipe. Application will support ATB2 ticket, Credit Card or Frequent Flyer Card in standard Visa/MasterCard CC format. 

 

	 	(b)	Record Locator. Match on Last Name 

  

	 	(c)	Flight #. Match on First and Last Name 

  

	 	(d)	Destination City. Match on First and Last Name 

  

	 	(e)	Check-in for single, multiple name records. Up to 7 in reservation 

  

	 	(f)	Process up to three segments. 

  

	 	(g)	Process for duplicate PNRs. Info card will be generated (same as similar names) 

 

	 	(h)	Exit option on every screen. Buttons will be consistent 

  

	 	(i)	Display seat map, allow for seat selection and seat changes. Will auto assign if not selected by passenger 

 

	 	(j)	Identify undesirable seats on the seat map. Seats by exits, etc. 

  

	 	(k)	Seat selection origin and connecting flight 

  

	 	(l)	Exit row seating – provide disclaimer. Need Customer text for disclaimer 

 

	 	(m)	Allow frequent flyer data entry 

  

	4.4	Boarding Pass /Bag Tag Print functionality 

  

	 	(a)	Bar Code on boarding pass. IATA BCBP compliant 

  

					
	Confidential	  	Page 35	  	

	 	(b)	Print boarding pass for origin and connecting flight, passenger name, FFP number, seat, departure and destination city 

 

	 	(c)	Print dept city and time plus arrival city, time 

  

	 	(d)	Print additional information card. For example, Lounge Invitation (if applicable) 

 

	 	(e)	Restrict to maximum number of bags at check in. If more than 3, see agent prompt 

 

	 	(f)	Ability to turn off bag function. Configurable by unit 

  

	 	(g)	CUSS Compliant. Requirement for standard installation 

  

	 	(h)	Same Day Return Check-in 

  

	 	(i)	EDIFACT Through Check-In. If enabled in Host 

  

	5.	MOBILE CHECK IN 

 The
SabreSonic Check-in Mobile Check-in application will enable passengers to perform check-in functions on their mobile phone and wireless devices. 
 The goal of this project is to provide a smooth, seamless, simple and easily understood process flow for passengers utilizing Mobile devices to check-in for a flight departing today or tomorrow. Through a
series of screens, the passenger will be prompted through the ability to: 
  

	 	(a)	Indicate they desire to check-in 

  

	 	(b)	Input required data 

  

	 	(i)	Flight number 

  

	 	(ii)	Departure city or airport code 

  

	 	(iii)	Last name, first name 

  

	 	(iv)	Record Locator (Sabre or Other GDS) 

  

	 	(c)	Respond with name(s) list, or single name match for party of 1 

  

	 	(i)	User will select name(s) from list 

  

	 	(ii)	User will select Gender Type (only ACSI) 

  

	 	(iii)	Display Itinerary in subsequent page. 

  

	 	(iv)	Option to Add FF Number to the PNR. 

  

	 	(v)	Option to Add APIS data for International Flights 

  

	 	(vi)	Display seat map for subsequent seat selection 

  

	 	(d)	Respond with ‘check-in successful’ 

  

	 	(e)	Display Boarding Pass Page with 2D barcode 

  

	 	(f)	Option to Save the Boarding Pass on the Mobile as device Image. 

  

	 	(g)	Option to Email the Boarding Pass 

  

	6.	ROVING AGENT CHECK IN 

The SabreSonic Check-in Roving Agent Check-in module is a web-based airport check-in application that employs a mobile, hand-held PDA
device and printer, HTML browser-based software and connectivity to an 

  

					
	Confidential	  	Page 36	  	

 
airline host partition. This module provides airport staff with mobility and flexibility to move from behind gate and ticket counters to assist customers with check-in and other flight-related
processes. Key functionality includes: 
  

	 	(a)	Secure log-in with agent id and password 

  

	 	(b)	Access to Customer flight information, including: Flight status retrieval (gate, ETA, ETD) 

 

	 	(c)	Domestic Flight check-in, including: 

  

	 	(i)	Single, Multiple passenger check-in by PNR lookup (up to 9 passengers in the same PNR and 3 segments) 

 

	 	(ii)	Similar names list display and check-in (based on first letter of passenger last name and flight number) 

 

	 	(iii)	Seat map display and Seat selection for the first segment 

  

	 	(iv)	Boarding pass issuance (thermal printer paper, bar-coded boarding pass). Print branded fare and fare class. Also should be able to print text configurable to Customer

  

	 	(d)	Other functions include 

  

	 	(i)	Add FF number functionality 

  

	 	(ii)	Statistics 

  

	 	(iii)	Bagtag Printing to host addressable printer 

  

	 	(iv)	Re-print of thermal paper boarding pass by selection of passenger at passenger details display 

 

	 	(v)	Ability to offload a passenger 

  

	7.	WEB CHECK IN 

  

	7.1	Web Check-In Application 

  

	 	(a)	Airline branding. Per Customer requirements (header, footer, Customer verbiage, colors, home web page link, font size, modify buttons per Customer requirements)

  

	 	(b)	Integration with SabreSonic Web. Where applicable 

  

	 	(c)	Data Capture for transaction logging. Departure Time, Record locator line to identify booking source 

 

	 	(d)	Initiate check-in with the following: 

  

	 	(i)	Passenger Name, Flight #, Departure City, First and Last Name, or 

  

	 	(ii)	Passenger Name, Record Locator, Match on RLOC, or 

  

	 	(iii)	Frequent Flyer Number, Match on FFP#, VCR 

  

	 	(e)	Should be able to sell rows when defined that (for example) the exit row is $X more if you choose that seat. Cabins must be defined and could have different prices for
a window seat that a middle one. 

  

	 	(f)	Should be able to sell some ancillaries (before printing pass) online using credit cards 

 

	 	(g)	The boarding pass (html) should be able to be configurable by Customer to make changes 

 

	 	(h)	Webcki could be enable for some routes but not necessary all. This should be configurable by Customer (defined by airports, by international/national flights, etc)

  

					
	Confidential	  	Page 37	  	

	7.2	Check-in Parameters 

  

	 	(a)	Flight window configuration. Normally set for 24 hrs – 90 minutes 

  

	 	(b)	Display seat map. Disallow seat selection for 1st row of seat map 

  

	 	(c)	Identify children & infants. Inhibit passenger check-in with PLUS INF 

 

	 	(d)	Check-in for single and multiple name records. Up to 7 in reservation (based on screen size and presentation format) 

 

	 	(e)	Process up to three segments 

  

	 	(f)	Process for duplicate PNRs. Info card will be generated (same as similar names) 

 

	 	(g)	Identify open seats, allow seat changes 

  

	 	(h)	Seat selection origin and connecting flight 

  

	 	(i)	Single/multiple name records 

  

	 	(j)	Exit row seating – provide disclaimer. Need Customer text for disclaimer 

 

	 	(k)	Same day return check-in. According to system, Customer parameters 

  

	7.3	Boarding Pass Print Parameters 

  

	 	(a)	Print e-ticket # on boarding pass. Per Customer requirements 

  

	 	(b)	Print carrier code on boarding pass 

  

	 	(c)	IATA BCBP Bar Code on boarding pass 

  

	 	(d)	Print boarding pass for origin, connecting flights 

  

	 	(e)	Print customer name, seat number 

  

	 	(f)	Print branded fare and fare class 

  

	 	(g)	Print text configurable by Customer 

  

	8.	SABRE® AGENCY ACTIVITY 

The Agency Activity system is composed of two main modules. The Customer Access module provides access to account information by
corporations. The Airline Administration module provides access to customer data and program rules by customer service agents and marketing analysts. 
  

	8.1	Customer Access Module 

The Customer Access module is offered as a multi-language web site that is branded with the look and feel of your airline’s web site.
With secure account access and a user-friendly interface, the Customer Access module provides the following features: 
  

	 	(a)	Enrollment. Corporate enrolment can be direct or by invitation. A corporation is defined as either a business or travel agency. The enrolment pages can be offered to
the end user in their preferred language and communicates the terms and conditions of the program. 

  

					
	Confidential	  	Page 38	  	

	 	(b)	Profiles. The profile contains the corporation’s, associated travel agencies and account administrator’s details. Data collected about the company can be
mandatory or optional. Information can be changed by the user at any time once they have logged in. 

  

	 	(c)	Account Statements. These monthly statements provide details of transactions, both accrual and redemption, in an easy-to-read layout. Clickable links provide detailed
transactional information. 

  

	 	(d)	Program Feedback. ¬Users can provide feedback and ask questions about the program via two links. Contact Us and the Feedback Form let users interact with the
airline, if desired, in an easy-to-use online format, helping to reduce calls to the airline customer care center. 

  

	 	(e)	Customer Touch Points. A number of options are available that let you communicate with your customers either through rules that trigger an e-mail or via the e-mail tool
that enables you to send emails to a group of users or all users keeping them informed of new program features or other marketing information. 

  

	8.2	Airline Administration Module 

 The Airline Administration module consists of six sub-modules. 
  

	 	(a)	Translation. The translation tool enables airlines to dynamically change the text on the Web site to the chosen language. You can input text in the languages presented
to your users differing per market or use the entered default text in all markets. The translation tool supports double-byte characters and non-Western languages. 

 

	 	(b)	Multi Level Security Access. This sub-module enables airlines to control access to the administration module on a per tool basis. The tool let you provide overall
access or access to just one tool within the administration GUI. This allows the airline to grant access to various site functionality based on the needs of different groups within the airline, such as reporting or the ability to update text on the
Web site without allowing access to all of the tools. 

  

	 	(c)	Promotions. This set of tools provides the ability to set up promotions such as a bonus for users when they join the program based on travel information such as class
of travel, date of travel or origin and destination. Promotion rules can be set within each tool, and each promotion can be offered in all or specific markets. 

 

	 	(d)	Revenue Growth. This sub-module provides the airline with the ability to set revenue growth targets either by market or corporation. Additional accrual can apply if
target levels are reached. 

  

	 	(e)	Account Administration. This sub-module provides airlines with the ability to log into an account in read-only mode to assist the end user, add/deduct credits to an
account and view profile information and a list of sold tickets associated with the selected account. Agency account configurations such as commission and tax on commission levels, whether credit is extended or not and the credit limit, credit card
payment only details and the GSA (general sales agent) associated to an agency. 

  

	 	(f)	Credit Limits – the airline allocates a credit limit to the agency and once the credit limit is reached no further sales can be made where the agency is using a
distribution channel that has real time integration. The airline is alerted when an agency reaches their credit limit. The agency is alerted when they are within a % of using their available credit. An airline would typically set the credit limit in
line with a financial guarantee that they have in place with the agency. On an agreed timetable the statement will generate to the account in the form of an invoice for payment to the airline. 

 

	 	(g)	Pre paid accounts – if the currency is monetary, funds can be deposited in a travel agency account when the agency makes a payment to the airline. Sales are then
decremented against that prepayment. Both the agency and the airline are advised when the agency is with a % of using all available funds. This allows an airline the ability to receive an upfront payment and deposit those funds for future purchases.

  

	 	(h)	Credit card – transactions completed by credit card (airline must be the merchant on the card) must be settled through the airlines credit card vendor. However the
system allows tracking of the sale and calculates the commission owed to the agency by the airline. 

  

					
	Confidential	  	Page 39	  	

	 	(i)	Direct Communications. This email module allows the airline to send bulk or individual marketing or program e-mails to agencies or corporations based on selected
criteria. To begin with this tool is only for sending the confirmation of the reservation, recommendation for travel, conditions, etc. Email marketing is currently handled in another tool. 

 

	 	(j)	Reports. The report sub-module offers the ability to run reports based on all of the information gathered within the program. 

 

	 	(i)	Liability Report – This report provides the airline with current account balances for agencies based on a given date. 

 

	 	(ii)	Manual Transaction Report – This report provides the airline with a detailed list of all of the airline agent instigated manual transactions, both debit and
credit, by airline agent or account for a specified date range. 

  

	 	(iii)	Refund Report – Specific information on refunds is available via this report. 

 

	 	(iv)	Daily Transactions Report – provides a report of all the account transactions processed for a 24 hour period 

 

	 	(v)	End of Reporting Period Report – provides a report by account for the billing period that shows the revenue generated commissions and tax on commissions and net
amount due to the airline or agency. 

  

	8.3	System Interfaces 

  

	 	(a)	Web Services – These services interact with the Agency Activity system and provide the airline with the ability to connect other applications to the data.

  

	 	(i)	Create Account 

  

	 	(ii)	Update Account profile 

  

	 	(iii)	Balance Request 

  

	 	(iv)	Hold Funds 

  

	 	(v)	Purchase Transaction 

  

	 	(vi)	Refund Transaction 

  

	 	(vii)	Void Transaction 

  

	 	(b)	The web services is not only for agencies. We use it also for integrators (for vacation packages) 

 

	 	(c)	In web services we need the selling process in fare families and multicurrency with different payment types (credit card, credit of the organization, and payment in
retail stores) 

  

	 	(d)	To access the web services the partner of Customer will need a VPN to our network and from there access the web services 

 

	 	(e)	We need the change process in this distribution method. 

  

	 	(f)	We need to identify sales in web services in a report 

  

	 	(g)	Data Import and Export – The Agency Activity system collects the airlines output file, GDS files or BSP file via FTP on an agreed timetable from daily to monthly,
depending on requirements, and processes the batch file to the agency accounts. 

  

	 	(i)	Sales Revenue data import processes the transactions received based on a sale. Rebates or commission are calculated on the ticket sale or refund.

  

	 	(ii)	Payment data import processes the payment transactions for an account. 

  

	 	(iii)	Balanced HOT file is produced and sent to the airlines FTP server for upload to the airlines Revenue Accounting system. 

 

	 	(iv)	Profile extract, in IATA layout, is sent to the airlines FTP server for upload to the Revenue Accounting system. The Daily file contains incremental updates and the
fortnightly file contains all profile data. 

  

					
	Confidential	  	Page 40	  	

	9.	SABRE® CORPORATE LOYALTY 

 The Corporate Loyalty system is composed of two main modules. The Customer Access module provides access to account information by corporations. The Airline Administration module provides access to
customer data and program rules by customer service agents and marketing analysts. 
  

	9.1	Customer Access Module 

The Customer Access module is offered as a multi-language web site that is branded with the look and feel of your airline’s web site.
With secure account access and a user-friendly interface, the Customer Access module provides the following features: 
  

	 	(a)	Enrollment. Corporate enrolment can be direct or by invitation. A corporation is defined as either a business or travel agency. The enrolment pages can be offered to
the end user in their preferred language and communicates the terms and conditions of the program. 

  

	 	(b)	Profiles. The profile contains the corporation’s, associated travel agencies and account administrator’s details. Data collected about the company can be
mandatory or optional. Information can be changed by the user at any time once they have logged in. 

  

	 	(c)	Account Statements. These monthly statements provide details of transactions, both accrual and redemption, in an easy-to-read layout. Clickable links provide detailed
transactional information. 

  

	 	(d)	Award Redemption . Approved users are able to make redemptions based on the awards that an airline offers. Flights, upgrades, vouchers and partner offerings are all
possibilities. A variety of fulfillment options to match the award offerings include online flight redemption via SabreSonicTM Web, eCertificates, third-party vendors or call center integration. Users can choose the award that provides the best
value and suits their needs. 

  

	 	(e)	Program Feedback. ¬Users can provide feedback and ask questions about the program via two links. Contact Us and the Feedback Form let users interact with the
airline, if desired, in an easy-to-use online format, helping to reduce calls to the airline customer care center. 

  

	 	(f)	Customer Touch Points. A number of options are available that let you communicate with your customers either through rules that trigger an e-mail or via the e-mail tool
that enables you to send emails to a group of users or all users keeping them informed of new program features or other marketing information. 

  

	9.2	Airline Administration Module 

 The Airline Administration module consists of six sub-modules. 
  

	 	(a)	Translation. The translation tool enables airlines to dynamically change the text on the Web site to the chosen language. You can input text in the languages presented
to your users differing per market or use the entered default text in all markets. The translation tool supports double-byte characters and non-Western languages. 

 

	 	(b)	Multi Level Security Access. This sub-module enables airlines to control access to the administration module on a per tool basis. The tool let you provide overall
access or access to just one tool within the administration GUI. This allows the airline to grant access to various site functionality based on the needs of different groups within the airline, such as reporting or the ability to update text on the
Web site without allowing access to all of the tools. 

  

	 	(c)	Promotions. This set of tools provides the ability to set up promotions such as a bonus for users when they join the program based on travel information such as class
of travel, date of travel or origin and destination. Promotion rules can be set within each tool, and each promotion can be offered in all or specific markets. 

  

					
	Confidential	  	Page 41	  	

	 	(d)	Revenue Growth. This sub-module provides the airline with the ability to set revenue growth targets either by market or corporation. Additional accrual can apply if
target levels are reached. 

  

	 	(e)	Redemptions. This module allows for the setup of the awards being offered. Select the category, add a picture if needed and nominate the value required to redeem the
award. Awards can be offered in all markets, or you can select the markets in which a particular award is offered, including setting different redemption levels per market. 

 

	 	(f)	Account Administration. This module provides airlines with the ability to log into an account in read-only mode to assist the end user, add/deduct credits to an account
and view profile information and a list of flown tickets associated with the selected account. The Outbound Email Tool lets the airline send bulk e-mails to program members based on selected criteria. 

 

	 	(g)	Direct Communications. This eMail module allows the airline to send bulk or individual marketing or program e-mails to agencies or corporations based on selected
criteria. The initial use will be for sending the confirmation email. Email marketing is used with a specialialized tool 

  

	 	(h)	Pre-Paid Accounts. If the currency in an account is monetary, funds can be put in a travel agency or corporate account using this module. This allows an airline the
ability to receive an upfront payment and deposit those funds for future purchases. 

  

	 	(i)	Reports. The report module offers the ability to run reports based on all of the information gathered within the program. 

 

	 	(i)	Survey Results – This report provides an overview of the answers to the survey questions per market asked by the airline during the enrollment process.

  

	 	(ii)	Liability Report – This report provides the airline with current account balances for corporations based on a given date. 

 

	 	(iii)	Manual Transaction Report – This report provides the airline with a detailed list of all of the airline agent instigated manual transactions, both debit and
credit, by airline agent for a specified date range. 

  

	 	(iv)	Credits Report – With this tool, you can run a report that considers the overall accrual of program currency either across the entire program, by market or by
corporation. The report can be queried on different groupings to provide snapshots based on profile information. 

  

	 	(v)	Ticket Report – Specific accrual of flown tickets are viewable through this report. Reports can be run based on classes of travel, city pairs or bonus accruals
based on the information captured for the net flown revenue of the company. 

  

	 	(vi)	Debits Report – This report allows for view of redemptions made by corporations and manual debits made by airline agents. 

 

	 	(vii)	Refund Report – Specific information on refunds – available only when integration with SabreSonic Web – is available on this report.

  

	9.3	System Interfaces 

  

	 	(a)	Corporate Loyalty Web Services. These services interact with the Corporate Loyalty system and provide the airline with flexibility to integrate with their internal
systems 

  

	 	(b)	Call Center Module. This module enables award-redemption interaction with your call center. Redemptions are placed on queue within a Corporate Loyalty GUI, and the call
center staff can action their designated queue. Built-in supervisor monitoring and Service Level Agreement performance provide additional monitoring of service levels. 

  

					
	Confidential	  	Page 42	  	

	 	(c)	SabreSonic Web and Interact. This product provides integration for online award redemption. Flights can be booked and paid for with corporate credits

  

	 	(d)	Revenue Data Import. The Corporate Loyalty system automatically picks up the airlines output file of flown revenue on an agreed timetable from daily to monthly,
depending on requirements, and processes the flown revenue to the corporation or agency accounts 

  

	9.4	Host Frequent Traveler 

  

	 	(a)	The Passenger List (manifest) displays a frequent flyer name list, the record locator and any top tier members for all SabreSonic hosted frequent flyers
on a specified flight and date. 

  

	 	(b)	The Banners and Tags in Passenger Name Record (PNR) function displays headers at the top of the PNR which identify frequent traveler top tier members. In
addition, a 3 character “tag” is displayed in the frequent flyer (FF) field of the PNR designating the specific tier and is used for internal processing to recognize tier status for functions such as pre-reserved seat blocking, waitlist
processing or automated upgrade and redemption priority, print frequent traveler number and top tier tag on the boarding pass. 

  

	 	(c)	Block Adjacent Pre-reserved Seats (PRS) Provides the ability to block the adjacent seat or row next to a frequent traveler member when assigning advance
pre-reserved seats. 

  

	 	(d)	The FQTV Number Validation Algorithm function is performed when the frequent flyer number is entered into the Passenger Name Record (PNR) or while creating a
Frequent Traveler Profile. This algorithm is either a ‘MOD 7’ or ‘MOD 10’ check digit routine that ensures the frequent flyer number entered is valid. An error message is displayed when an incorrect number is entered.

  

	 	(e)	The Name/Number Match function matches the name on the frequent flyer account against the name in the passenger name record (PNR) when the number is added to the
PNR. An error message is displayed if the last name and first initial of the name in the PNR does not match the name on the frequent flyer account. 

  

	 	(f)	The Frequent Traveler Post Departure Off-line File contains frequent flyer and flight segment data extracted from Passenger Name Records (PNRs). The file
contains data for each flown segment and all actions taken during post departure processing. A Frequent Flyer Off-line File Record equals one line of data in the file. Each record is one passenger on one flight plus a record total line at the end of
each file. 

  

	 	(g)	The Name Search function allows agents to search the database for the customer’s frequent flyer number by name. A file transfer process is required to
populate the Frequent Traveler (FQTV) database for this functionality. 

  

	 	(h)	The Restricted Line Display function displays additional account information such as the frequent flyer’s enrollment date, number of miles in account, the
last award issued and any lounge memberships. 

  

	 	(i)	Instant Enrollment functionality provides convenience to a new member who enrolls in the airline’s frequent flyer program over the phone or during check-in,
so the new member can begin accruing mileage immediately, without filling out an enrollment form 

  

	 	(j)	The Automated Upgrade functionality allows airlines to define their unique business rules to be used to automatically process upgrade requests for frequent
traveler members. 

  

	 	(k)	Re-accommodation functionality allows the airline to manage the re-accommodation process based on tier level information of the traveler.

  

	 	(l)	Waitlist Clearance gives the airline the ability to manage the order of processing the waitlist based on tier level information of the traveler.

  

					
	Confidential	  	Page 43	  	

	10.	SABRE® VIRTUALLY THERE® 

 Sabre® Virtually ThereTM provides a personal travel web site with real-time itinerary, travel information and destination content for the carrier’s travelers. 

Features include: Personal travel plans available 24 hours a day, 7 days a week; Online travel documents include current itinerary and
eTicket Receipts; Airline branding displayed on site and provides the ability to link to the airline Web site; Automated delivery of the itinerary and other travel information through a hyperlink in an e-mail message. Should also include weather
service to the place the client travels, other content that could be added and maintained by Customer. Airport information and destination information. Also we could add banners depending of client itinerary (if going to Cancun a banner of Cancun
restaurant or hotels). 
 Itinerary should be dynamic, this means that we could send an itinerary with different banners
depending on the customer, origin and/or destination. Also based on language. 
  

	11.	SABRE® ENTERPRISE MOBILE SERVICES 

 Sabre® Enterprise Mobile Services leverages the direct access to real-time, Customer traveler itinerary information which is hosted by Sabre in addition to the Sabre Enterprise Mobile Services (EMS)
messaging platform. 
 Travelers will have messaging coverage globally as the EMS platform includes over 600 wireless carrier
providers worldwide to ensure that real-time, SMS messaging to traveler’s mobile devices is accurate and timely. 

Sabre® Enterprise Mobile Services includes: 
  

	 	(a)	Real-time monitoring of traveler itineraries. 

  

	 	(b)	Trip reminder messaging in advance of flight departure. 

  

	 	(c)	Flexibility for travelers to choose which flight interruptions they wish to be alerted for. Options include flight delays, flight cancellations and terminal/gate
changes. 

 Traveler has ability to choose whether they wish to receive a SMS text message or email or both for
their flight notification alerts. 
 This needs to have the ability to charge for a service (ex: SMS) and only those who have
paid they get the service. 
  

	12.	REVENUE INTEGRITY MANAGER 

System(s) provided under the Work Order include the following: 
 The Revenue Integrity product is a hosted solution provided by Sabre to help airlines with flight firming and ensure that seat availability is not wasted. Airlines routinely lose valuable dollars through
unnecessary spoilage of seats, caused by expired ticket time limits, duplicate segments in a PNR, etc. as it is a very cumbersome and time consuming task to search for such PNRs. 

The Revenue Integrity product provides an automated way to search for undesirable PNRs using data available in our off-host PNR storage
warehouse. The advantage of searching on Sabre’s off-host PNR storage warehouse is that host partition access is minimized, thus saving on expensive message count hits. 
 A user may configure which PNRs are processed and actioned using configurable business rules. The system also provides the capability for the user to status their own particular processes at any time.
Status will show the time that the process initiated and completed, as well as the number of PNR’s processed up to that point. The system also provides the capability for users to view their own results data in a report form online via HTML web
pages and/or be exporting to MS EXCEL. 
 Note: Revenue Integrity provides nine (9) of the pre-defined processes (as
documented below), which the airline can choose to configure and run via the Command GUI. 

  

					
	Confidential	  	Page 44	  	

 The following is a description of all nine of the current Revenue Integrity pre-defined
processes to choose from: 
  

	 	(a)	Ticket Time Limit Processing. The “Ticketing Time Limit” process aims to minimize the effects of agents who book seats without ticketing the bookings.
Agents do this to ‘keep hold’ of a seat. There are a variety of reasons why they might do this. They might do this in good faith because a passenger needs a little bit more time to confirm and pay for the booking. Alternatively, they might
do this in bad faith to block off seats on a flight with the expectation that they will be able to sell these seats closer to the date of departure. 

  

	 	(b)	Duplicate Segment Processing (in the same PNR). The “Duplicate Segment” process aims to minimize the effects of agents who book multiple segments with
the same origin and destination and the same departure date (or a date within 1 day of each other) in the same PNR. Agents might do this to allow a customer to hedge their bets. 

 

	 	(c)	Duplicate PNR Processing (across multiple PNRs). The “Duplicate PNR” process aims to minimize the effects of agents who book multiple segments with the
same origin and destination and the same departure date (or a date within 1 day of each other) for the same passenger in different PNRs. 

  

	 	(d)	Passive Segment Processing. The “Passive Segment” process aims to reduce GDS costs associated with abusive use of passive segments. It should be noted
that a segment that is booked as a passive segment results in GDS costs for the airline unless cancelled promptly. Note Pre-requisite: Airlines must have the Passive Segment Notification feature activated in the SabreSonic host system in order to
use this Revenue Integrity process. 

  

	 	(e)	Fictitious Booking Processing. The “Fictitious Booking Process” aims to minimize the effects of agents who make bookings with closely similar names,
fictitious names (Mouse/Mickey, Test, etc). There are normally two sources of fictitious bookings, abusive agents or developers working in the airline industry who are testing their software. Abusive agents create fictitious bookings in order to
block off seats on a flight with the expectation that they will be able to sell these seats closer to the date of departure, or to earn GDS credits. Developers often forget to remove fictitious bookings after their testing is complete and are also a
source of unnecessarily blocked seated availability. Note: This process requires the Airline to provide a list of any known fictitious names (i.e. names possibly used for testing purposes and / or those names known as frequently used by travel
agencies to hold space) and upload that list into the Revenue Integrity system. Once the airline’s list is uploaded, the Revenue Integrity application will run its search and matching criteria against that data to determine possible fictitious
/ duplicate names used within PNRs. 

  

	 	(f)	Fictitious Ticket Number Processing. The “Fictitious Ticket Number Process” aims to minimize the effects of agents who create bookings and then pretend
to ticket them in order to avoid cancellation of the booking after the ticketing time limit. Agents do this to ‘keep hold’ of a seat so that they will be able to sell these seats closer to the date of departure. The “Fictitious Ticket
Number” check does a search on a ticket number match against a list that the airline has created (.csv or .txt) and uploaded into the revenue integrity tool. Note: This process requires the Airline to provide a list of their known fictitious
ticket numbers and upload that list into the Revenue Integrity system. Once the airline’s list is uploaded, the Revenue Integrity application will run its search and matching criteria against that data to determine possible fictitious ticket
numbers found in all PNRs. 

  

	 	(g)	Special Passenger Processing. The “Special Passenger Process” is used to check for PNRs that contain passengers that the airline wishes to flag at the
time of booking. This can include VIP or restricted passengers. The “Special Passenger” check does a search on a name match against the special passenger list(s) that the airline has created (.csv or .txt) and uploaded into the revenue
integrity tool. Note: This process requires the Airline to provide a list of their known “special passenger names” and upload that list into the Revenue Integrity system. Once the airline’s list is uploaded, the Revenue Integrity
application will run its search and matching criteria against that data to identify a list of PNRs that match known “special passengers” so the airline can then action as needed. 

 

	 	(h)	 Restricted Credit Card Processing. The “Restricted Credit Card Process” is used to check for PNRs that contain bookings made with a
credit card that the airline has restricted. The “Restricted Credit Card” check does a search on credit card numbers against a restricted credit card list that the airline has created (.csv or .txt) and uploaded into the revenue integrity
tool. Note: This process requires the Airline to provide a list of their known restricted credit card numbers and upload that list into the 

  

					
	Confidential	  	Page 45	  	

	 	
Revenue Integrity system. Once the airline’s list is uploaded, the Revenue Integrity application will run its search and matching criteria against that data to determine possible matches of
PNRs that contain identified restricted credit card numbers 

  

	 	(i)	Auto Teletype Reject Message Queue Processing. The “Auto Teletype Reject Queue Process” offers a configurable robotic application to automatically work
a vast majority of an airline’s teletype reject messages on a queue. This process allows a set of User-configured rules to be applied to each teletype reject message type. Each TTY message is read as it falls on the carrier-specified queue and
is then actioned according to the rules defined by the User. Although 100% of all teletype reject message scenarios cannot be automatically processed, airlines can now automate the processing of a significantly higher percentage of the most common
reject scenarios and reduce the amount of resources previously allocated to manually work TTY reject queues. 

  

	12.2	Newly Developed Revenue Integrity 

 The Revenue Integrity System will include the newly developed Revenue Integrity processes and enhanced process capability upon Customer’s cutover including: 

 

	 	(a)	Enhancement to the Fictitious Ticketing process. Sabre agrees to enhance the existing Fictitious Ticket Process to contain an “embedded list of known lost
and stolen ticket numbers (from ARINC subscription list) and also do automatic comparison with all ticket numbers previously shown as issued in Customer Sabre partition PNRs. Note: Customer must subscribe to ARINC Lost and Stolen Ticket Number data
solution. 

  

	 	(b)	New Watchlist Fraud Detection Process. The new Revenue Integrity Watchlist Fraud Protection process will be created to augment the Sabre host Watchlist process
that matches on name only. The new Revenue Integrity Watchlist Fraud Protection process will work 24 X 7 in addition to the host Watchlist process and will enable the airline to enter additional elements into a Table that will be used to better
identify potential scenarios of traveler fraud. A User will enter elements specific to a known traveler name into a Revenue Integrity Table that automatically sends that Table content to Sabre Traveler Data Warehouse to use in search and comparison
to return PNRs that match on specific elements. Customer can have the process automatically queue place PNRs to one or multiple queues so that different actions can be taken based on which element(s) is /was matched. Elements used for matching that
Customer can input into the Table will include: 

  

	 	(i)	Passport number 

  

	 	(ii)	Address 

  

	 	(iii)	Date of birth 

  

	 	(iv)	Email address 

  

	 	(v)	Phone number 

  

	 	(vi)	Origin and Destination 

  

	 	(vii)	Credit card number 

  

	 	(viii)	Name 

  

	 	(ix)	IP address if known from past or present booking 

  

	 	(c)	New Credit Card Fraud Check Process. This new process will work behind the scenes (To be determined if this can be done before ticketing on every ticket or right
after issuance on some tickets) – this process will need to read the BIN number on the credit card (first 6 digits of the credit card tells type of credit card and the specific bank that issued the card) and the process will call a table or use
a web service to send a message to the specific bank to validate if the card owner did in fact purchase a ticket with this credit card number. Credit Card company will contact card holder and if the bank verifies that the card holder did not
purchase the ticket, the process will receive a response (possibly via web service – To be determined) and the process will email a specific airport contact based on the email address Customer provides for all Airport locations to prevent
passenger boarding. 

  

					
	Confidential	  	Page 46	  	

	 	(i)	An additional part of this process needs to support other responses from the Credit Card Company such as notification that the card number in question is approved,
declined, reported as stolen / hot, or to pick up the credit card and prevent use. 

  

	 	(ii)	Also as part of the new credit card fraud protection capability, this process will include the ability for Customer to set a “credit card charge limit or
threshold”. This will enable the system to alert Customer staff when multiple charges on the same day or over a set period of time occur on the same credit card number and exceed a pre-specified dollar amount. Example is to find same credit
card charged multiple times and prevent any additional charges once the dollar amount totals XX amount. (I.e. Limit charges to same credit card in a day to no more than USD$4000. (Customer to instruct threshold amount.) 

 

	 	(d)	Enhancement to the Duplicate PNR and Duplicate Segment Processes. An enhancement will be completed to enable the process to look for additional elements to
determine true duplicate including the addition of using name, credit card number and ticket number and coupon number, and even fake email addresses such as viajes@yahoo.com, viajes@hotmail.com (as an examples) Other example is that
this process must have the ability to find and extract all PNRs with the same credit card numbers and different names. Goal is to allow Customer to find PNRs with patterns of duplication when PNRs are booked and / or on day of departure – as
close to flight time as possible. 

  

	 	(i)	An additional Customer requirement that will be met upon cutover through this process is to allow this process to search and identify “duplicates” on the same
day that occur more than FOUR times – such as ... find all purchases or “buys” that are made on the same day either by same passenger name, or where same credit card has been used for payment, searching all points of sale.

  

	 	(e)	Auto Teletype Reject Message Queue Processing. The Auto Teletype Reject Queue Process offers a configurable robotic application to automatically work a vast
majority of an airline’s teletype reject messages on a queue. 

  

	 	(i)	This process allows a set of User-configured rules to be applied to each teletype reject message type. Each TTY message is read as it falls on the carrier-specified
queue and is then actioned according to the rules defined by the User. Although 100% of all teletype reject message scenarios cannot be automatically processed, airlines can now automate the processing of a significantly higher percentage of the
most common reject scenarios and reduce the amount of resources previously allocated to manually work TTY reject queues. 

 In addition, Customer is entitled to the following new processes planned for delivery in 2010 for the entire Revenue Integrity Community including: 

 

	 	(a)	Group Booking Management Process. The Group Booking Management Process will assist Customer in managing group travel PNRs and enforce group fare and ticketing
policies. The new process will allow an Airline to apply group time limits for multiple things such as: 

  

	 	(i)	Deposit receipt date (% milestones and full receipt) 

  

	 	(ii)	Receipt of Passenger Names 

  

	 	(iii)	Messaging to booking source 

  

	 	(iv)	Enforcement of group numbers for contracted price 

  

	 	(v)	Enforcement of ticketing dates 

Additionally the process will perform checks to review that all passengers within a group are ticketed at the right fare, the number of
passengers at that fare meets contract requirements, and audit the actual fare ticketed with that booked. 
  

	 	(b)	 Enhanced Restricted Credit Card process matching. This process is to be enhanced to include the automatic comparison of credit card numbers
shown and used in Customer PNRs to those known credit card numbers found on the Industry credit card Blacklist. If credit card number is found to match any black listed numbers (or numbers uploaded into Revenue Integrity by Customer from their own
managed lists) then the process will make an entry to inhibit check in and alert specific Customer staff via email and / or queuing of PNR. The process will also need to send a SSR message to the booking source (agency) to “contact
airline”. Customer will require the matched traveler to pay cash at the 

  

					
	Confidential	  	Page 47	  	

	 	
airport in order to travel. This process must have the ability to find and extract all PNRs with the same credit card numbers and different names. Customer will have access to this enhanced
Restricted Credit Card process upon its release to the Revenue Integrity User Community in 2010. 

  

	 	(c)	Waitlist Segment Cancellation Process. The Customer will have access to the new Waitlist Segment Cancellation Process, without additional charge, upon the
delivery of this process to the Revenue Integrity User Community in 2010. The process is described as follows: 

  

	 	(i)	The new Waitlist Segment Cancellation Process will automate the ability for airlines to identify PNRs earlier on that have waitlisted segments and either work to clear
those segments or cancel the waitlisted segments out of the PNR to avoid excessive segment fees. Airlines will have the ability to build rules to find all PNRs with waitlisted segments at specified intervals of time prior to flight time and:

  

	 	(ii)	Cancel waitlist segments at least 72 hours (or at any time interval) before departure 

 

	 	(iii)	Track and notify travel agents of unacceptable waitlist practices and alert commercial department of violations for possible fee assessment 

 

	 	(iv)	Identify waitlisted segments where clearance is unlikely and cancel to avoid GDS fee 

 

	 	(v)	Reduce total waitlist expenses by automatically cancelling all waitlisted segments in all PNRs X days before departure 

 

	 	(vi)	Track and report details on all waitlisted segments cancelled 

  

	 	(d)	Sabre Real Time Revenue Integrity. As part of our SabreSonic roadmap for Revenue Integrity, Customer will have access to the Real Time Revenue Integrity solution
upon its release to the Revenue Integrity User Community. The newly enhanced Real Time Revenue Integrity solution will apply your airline’s process rules, enforce policies, send alerts and take directed actions within minutes after a PNR has
been created or modified to protect and maximize revenue right up to flight departure time. 

  

	13.	TRAVEL BANK 

 The
SabreSonic Ticket Travel Bank product includes the following functionality: 
  

	 	(a)	Create an Individual Travel Bank Account through Interact at RES/ATO/CTO or through SabreSonic Web Booking Engine 

 

	 	(i)	upon full or partial exchange with residual amount upon full or partial refund 

 

	 	(b)	Create a Corporate Travel Bank Account through SabreSonic Web Booking Engine 

 

	 	(i)	upon creation of corporate profile in the system 

  

	 	(c)	Credit a Travel Bank Account through Interact at RES/ATO/CTO or through SabreSonic Web Booking Engine interface 

 

	 	(i)	upon full or partial exchange with residual amount 

  

	 	(ii)	upon full or partial refund 

  

	 	(iii)	upon voiding a ticket 

  

	 	(iv)	as a result of internal system failure 

  

	 	(v)	as a result of a manual adjustment to the account by an airline representative with appropriate security level (i.e. customer service) 

 

	 	(d)	Debit a Travel Bank Account through Agent Interface at RES/ATO/CTO or through Sabre Sonic Web 

 

	 	(i)	upon ticket issuance 

  

	 	(ii)	upon exchange transaction with additional collection 

  

	 	(iii)	as a result of internal system failure 

  

	 	(iv)	as a result of a manual adjustment to the account by an airline representative with appropriate security level (i.e. customer service) 

  

					
	Confidential	  	Page 48	  	

	 	(e)	View a Travel Bank Account statement through Sabre Sonic Web – direct link 

 

	 	(i)	Available to Individual account owner or corporate administrator 

  

	 	(ii)	Available to airline staff with the appropriate security level 

  

	 	(f)	Query Travel Bank account balance and business usage rules 

  

	 	(i)	upon retrieval of the traveler profile by an airline staff thru Interact 

  

	 	(ii)	upon display thru Interact of the FOP page 

  

	 	(iii)	upon sign in SabreSonic Web Booking engine by an airline traveler (configurable by carrier) 

 

	 	(iv)	upon display thru SabreSonic Web Booking engine of the FOP page 

  

	 	(g)	Manage a Travel Bank Account 

  

	 	(i)	by the Individual account owner thru SabreSonic Web Booking engine to add/delete additional users to the account 

 

	 	(ii)	by the corporate administrator thru SabreSonic Web Booking engine to add/delete/enable/disable association of business traveler to the corporate account

  

	 	(iii)	by the airline staff with appropriate security level thru Travel Bank administration site. 

 

	 	(iv)	manual adjustment to an account balance(credit/debit) 

  

	 	(v)	change status of an account – active/suspended/closed 

  

	 	(vi)	set business usage rules at account level – which of the fare components the account balance can apply 

 

	 	(h)	Reporting 

  

	 	(i)	upon request by an airline staff with appropriate security level thru Travel Bank administration site 

 

	 	(i)	Report Offerings – Instant reporting of liability against customer Travel Bank accounts which include: 

 

	 	(i)	Liability Report – provides the balance of available total credits within a market or the balance of each account for a selected date range. Provides the airline
with a snapshot of its financial liability 

  

	 	(ii)	Credit Expiry Report – provides a report of all the expired credits within a market or by account for selected time frame 

 

	 	(iii)	Redemption Report – provides a report of all the debits applied to end-user accounts 

 

	 	(iv)	Refund Report – ability to look at the refunds at a market, account or agent level 

 

	 	(v)	Admin Manual Transaction Report – provides an overview of the manual transactions at a market, account or airline agent level 

  

					
	Confidential	  	Page 49	  	

	14.	MERCHANDISING SERVICES 

  

	14.1	Branded Fares: 

 The
SabreSonic® Branded Fares solution provides the capability to create and sell “brands” (a.k.a. fare families) by categorizing different fare classes (a.k.a. Reservation Booking Designator) into a brand with associated
attributes. The following modules/features are provided with this option: 
  

	 	(a)	 Sabre Merchandising Manager
TM – an online GUI based application that allows the Customer to define which fare classes are mapped to a particular
brand and to define which fare basis codes are excluded from a brand. Sabre Merchandising Manager also allows the Customer to define what attributes are associated with the branded fare and then distribute this information as a textual
message via a web service. 

  

	 	(b)	Enhanced SabreSonic Sell features – include the capability to shop by branded fares. Branded fare shopping is included with Interact and with SabreSonic Web
(if included in the Agreement). The SabreSonic Branded Fare shopping service can also be delivered as a web service or integrated with SabreSonic direct sales channels. 

 

	 	(c)	Branded Fare Fulfillment features – include the capability to print branded fares on the boarding coupon, within the check-in GUI, and on the passenger
manifest 

  

	14.2	Ancillary or “ala carte” Sales: 

  

	 	(a)	The Ancillary Sales solution provides the Customer the capability to define up to 99 ancillaries. Ancillaries are tracked with airline specified Special Service
Requests (SSR’s), which are defined in the SSR Inventory solution, which the Customer can access via an online GUI. The first ancillary covered under this framework is “pay for excess bags” (scheduled for 2Q
2010). Configuration work may be required in SabreSonic direct channels (i.e. SabreSonic Web and Interact) to support the display of new ancillaries, and SabreSonic Check-in work may be required to support fulfillment of new
ancillaries. Additional ancillaries will be rolled out as per the SabreSonic CSS roadmap. 

  

	14.3	Pay for Preferred Seat: 

The “Pay for Preferred Seat” solution provides the capability to charge for pre-reserving a specific seat. The solution can
be configured to charge for pre-reserving at seat at time of booking creation or extending the requirement to charge for reserving a seat through the check-in period. 
 This option provides additional capabilities in the following modules: 
  

	 	(a)	SabreSonic Seat Map – an additional seat block (P Block) is used to designate seats that require a fee to pre-reserve. Seat blocks are set by the
Customer using the SabreSonic Command GUI. The seat fee can vary by seat type and market. 

  

	 	(b)	SabreSonic Inventory – provides a capability to control whether the P Blocked seats can be pre-reserved based on the fare class of the purchased ticket. For
example, based on the fare class of the purchased ticket, P Blocked seats can be restricted from selection, pre-reserved for a fee, or pre-reserved at no charge.

 

	 	(c)	SabreSonic Web (if included in the Agreement) – provides the capability to show a seat map and which seats require a fee payment in order to pre-reserve
them, as well as showing what the fee amount is. SabreSonic Web also supports the collection and fulfillment of the ancillary fee for pre-reserving the “preferred seat”. 

 

	 	(d)	Interact Reservation and Check-in GUI – provides the capability to charge a fee to pre-reserve “preferred seats”, either at time of booking, or at
the check-in (if Customer elects to charge for selecting a “preferred seat” during the check-in period). For the seat fees collected at time of booking, an automated robot is provided to handle the fulfillment of the purchase and
speed up the booking process. Graphical indicators are used on the Interact availability screen to indicate to the reservation agent which flights have “preferred seats”. Capabilities also exist to override the fees for
“preferred seats” and specify a reason for the override. 

  

					
	Confidential	  	Page 50	  	

	 	(e)	 Sabre Virtually
ThereTM – provides additional documentation on the seat information line indicating when a “preferred seat” has been selected, as well as the amount paid for the “preferred seat” on the
electronic receipt. 

  

	 	(f)	SabreSonic Web Check-in (if included in the Agreement) – provides additional capabilities to prompt the passenger about the existence of “preferred
seats” and to collect a fee for “preferred seats” at time of web check-in using a major credit card. 

  

	 	(g)	SabreSonic Kiosk Check-in (if included in the Agreement) – provides additional capabilities to prompt the passenger about the existence of “preferred
seats” and to collect a fee for “preferred seats” at time of kiosk check-in using a major credit card. 

  

					
	Confidential	  	Page 51	  	

	15.	SABRE® WEB SERVICES 

The Web Services feature is used to gain access to discrete pieces of travel products or functions so that airlines can build these pieces
into their own travel points of sale or applications. Web Services provides a simplified, standard and consistent method of access to the Sabre system infrastructure and travel services giving the airline control to build their own travel
application. 
 The Web Services listed below will be available to Customer immediately. Additional Web Services may be added at
a later date. 
  

					
	 Sabre Web Services
Service Category / Name
	 	 Sabre Host Command
	 	 Services Pricing
Category *

	USG Session Services	 		 	
	SessionCloseRQ	 	Not Applicable	 	Not Applicable
	SessionCreateRQ	 	Not Applicable	 	Not Applicable
	SessionValidateRQ	 	Not Applicable	 	Not Applicable
	Air Services	 		 	
	AirConnectionPointLLSRQ	 	T*CP-	 	Basic
	AirConnectionTimeLLSRQ	 	T*CT-	 	Basic
	AirSeatCancelLLSRQ	 	4GX	 	Basic
	AirSeatLLSRQ	 	4G	 	Basic
	AirTicketLLSRQ	 	W‡	 	Basic
	BargainFinderPlusLLSRQ	 	WPNI	 	Search
	DisplayAirPriceLLSRQ	 	*PQ	 	Basic
	DisplayPriceQuoteLLSRQ	 	*PQ	 	Basic
	FareLLSRQ	 	FQ	 	Fare
	IMAP_AirSeatMapLLSRQ	 	4G*	 	Basic
	OTA_AirAvailLLSRQ	 	1	 	Basic
	OTA_AirBookLLSRQ	 	JA	 	Basic
	OTA_AirFlifoLLSRQ	 	2	 	Basic
	OTA_AirLowFareSearchLLSRQ	 	JR	 	Search
	OTA_AirPriceLLSRQ	 	WP	 	Fare
	OTA_AirRulesLLSRQ	 	RD	 	Fare
	OTA_AirScheduleLLSRQ	 	S	 	Basic
	OTA_AirSeatMapLLSRQ	 	4G*	 	Basic

  

					
	Confidential	  	Page 52	  	

					
	ShortSellLLSRQ	 	0	 	Basic
	VerifyFlightDetailsLLSRQ	 	V*	 	Basic
	Hotel Services	 		 	
	Air Services	 		 	
	HotelPropertyDescriptionLLSRQ	 	HOD	 	Basic
	HotelRateDescriptionLLSRQ	 	HRD*	 	Basic
	HotelResModifyLLSRQ	 	HOM	 	Basic
	OTA_HotelAvailLLSRQ	 	HOT	 	Basic
	OTA_HotelResLLSRQ	 	0H	 	Basic
	Vehicle Services	 		 	
	OTA_VehAvailRateLLSRQ	 	CF, CQ	 	Basic
	OTA_VehLocDetailLLSRQ	 	CP*	 	Basic
	OTA_VehResLLSRQ	 	0CAR	 	Basic
	VehLocationFinderLLSRQ	 	CLF	 	Basic
	VehLocationListLLSRQ	 	CLL	 	Basic
	VehQuoteLocationListLLSRQ	 	CQL	 	Basic
	VehRateRulesLLSRQ	 	CF*R	 	Basic
	VehResModifyLLSRQ	 	CM	 	Basic
	PNR Services	 		 	
	TravelItineraryAddInfoLLSRQ	 	“-”, 9, DK, FF, PE, 6	 	Basic
	AddAccountingLineLLSRQ	 	AAC	 	Basic
	AddRemarkLLSRQ	 	5	 	Basic
	ModifyRemarkLLSRQ	 	5[line number]¤	 	Basic
	SpecialServiceLLSRQ	 	3 or 4 OSI or SSR	 	Basic
	DeleteSpecialServiceLLSRQ	 	3 or 4[line number]¤	 	Basic
	EndTransactionLLSRQ	 	6, E	 	Basic
	IgnoreTransactionLLSRQ	 	I	 	Basic
	OTA_CancelLLSRQ	 	XI	 	Basic
	OTA_TravelItineraryReadLLSRQ	 	JX	 	Basic

  

					
	Confidential	  	Page 53	  	

					
	TravelItineraryModifyInfoLLSRQ	 	‘¤”	 	Basic
	ResReconfirmLLSRQ	 	0RCF	 	Basic
	MiscSegmentSellLLSRQ	 	0OTH	 	Basic
	Queues Services	 		 	
	PersonalQDisplayLLSRQ	 	QS*	 	Basic
	QAccessLLSRQ	 	Q/	 	Basic
	QAnalysisLLSRQ	 	QA/	 	Basic
	QCountLLSRQ	 	QC/	 	Basic
	QMoveLLSRQ	 	QMOV/	 	Basic
	QPlaceLLSRQ	 	QP/	 	Basic
	RestrictedQDisplayLLSRQ	 	QMR/*	 	Basic
	Miscellaneous Services	 		 	
	AddressVerificationLLSRQ	 	CK*AV	 	Basic
	ChangeAAALLSRQ	 	AAA	 	Basic
	CreditVerificationLLSRQ	 	CK*IK	 	Basic
	DesignatePrinterLLSRQ	 	W*, GY, PTR/,DS	 	Basic
	DisplayCurrencyLLSRQ	 	DC*CC/CUR	 	Basic
	InvoiceItineraryLLSRQ	 	DIT	 	Basic
	MileageLLSRQ	 	WN	 	Fare
	ProfileAddInfoLLSRQ	 	NB	 	Basic
	ProfileDisplayLLSRQ	 	N*	 	Basic
	ProfileModifyInfoLLSRQ	 	NB¤	 	Basic
	SabreCommandLLSRQ	 	Various host command strings	 	Basic, Fare, or Search
	VendorCodesLLSRQ	 	DU	 	Basic

  

					
	Confidential	  	Page 54	  	

 APPENDIX B 
 PROFESSIONAL SERVICES 
  

	1.	BUSINESS TRANSFORMATION SERVICES 

 In connection with the implementation and cutover of the Systems for Customer, Sabre will provide Customer with consulting services to assist in the orderly transition to the Systems 

 

	1.1	Description of Transformation Services 

 Sabre shall assist Customer in the development of its mutually agreed and formally defined functions related to the deployment of the Systems. Such assistance shall include: 

 

	 	(a)	Solution Assessment Phase – Sabre shall review Customer’s current procedures and practices in all of the following areas: 

 

	 	(i)	Reservations Center – Sales, payments, special services, premium services, flight information and flight change notification 

 

	 	(ii)	Reservations Control – Queue processing, waitlist management, re-accommodation and flight firming, inventory control 

 

	 	(iii)	Airports Departure Control – Check-in, passenger movement, gate processing and boarding 

 

	 	(iv)	Web-site and e-Commerce – Client’s B2C, Client’s B2B, 3rd Party B2C, 3rd Party B2B, tour operators, wholesalers and consolidators

  

	 	(v)	Direct Sales Outlets – Airline sales offices, vacation sales and General Sales Agents 

 

	 	(vi)	Global Distribution – Connectivity, presence, performance, and invoice management 

 

	 	(vii)	Indirect Sales Outlets – Travel Agencies, tour operators and consolidators 

 

	 	(viii)	Interline Management – Special Prorate Agreements, Code-share management, ticketing agreements and Clearinghouse management 

 

	 	(ix)	Revenue Quality and Integrity – Booking abuse control, ticketing abuse control and revenue quality management 

 

	 	(x)	E-ticketing/Ticketless – Host-based, GDS-based and interline 

  

	 	(xi)	Fares Management – Fare class alignment, fares structures, reactive pricing practices and proactive pricing practices 

 

	 	(b)	Interactive Pilot Phase. Sabre shall assist Customer with the implementation of the specific improvements to the business procedures and practices, organization
structures and measurement practices associated each of the functional areas reviewed in the Solution Assessment. 

  

	 	(c)	Solution Adoption Phase. Sabre shall assist Customer with the introduction of the Systems and help implement the Improvements that Customer elects to
incorporate. 

  

	 	(d)	Transition Phase. Sabre shall transfer all management and control functions associated with the Improvements over to Customer in a controlled manner in order to
help the Improvements to deliver the expected benefits. 

  

	1.2	Deliverables 

 Each of the
deliverables set forth below will be represented by either a document prepared by Sabre and provided to Customer or by the performance of specific activities. Each of the scope areas outlined in the section above has its own specific deliverables:

  

	 	(a)	Solution Assessment Deliverables: 

  

	 	(i)	Solution Assessment – a document in presentation format detailing the Customer’s current organization structures, procedures and practices associated
with each of the areas detailed in Solution Assessment above. 

  

					
	Confidential	  	Page 55	  	

	 	(ii)	Recommended Improvements – a document in presentation format detailing recommended changes to the functional area’s organization structures, procedures
and practices of Customer for the areas detailed in the Solution Assessment above (the “Recommended Improvements”). 

  

	 	(iii)	Benefits Analysis – a document in presentation format detailing the anticipated benefits associated with implementing of the Recommended Improvements.

  

	 	(iv)	Master Project Plan – a plan of all tasks, milestones and assignments associated with the implementation of the Recommended Improvements in order to achieve
the expected benefits illustrated by the deliverable described in Benefits analysis above. 

  

	 	(b)	Interactive Pilot Phase Deliverables: 

  

	 	(i)	Functional Improvements – preparation of Recommended Improvements as defined above for each of the scope areas associated with the Solution Assessment.

  

	 	(ii)	Organization Structures – assistance with the establishment of recommended organization structures associated with each scope area identified in the
Solution Assessment. Such organization structures shall include: a) recommended organization chart, and b) recommended roles and responsibilities for key positions on the organization chart. 

 

	 	(iii)	Procedures and Practices – recommended procedures and practices for each of the areas of scope detailed in the Solution Assessment above.

  

	 	(iv)	Key Performance Indicators – recommended KPIs for each areas of scope detailed in the Solution Assessment above. 

 

	 	(v)	Standard Performance Reports – creation of recommended standard reports for the KPIs including: a) formats of the reports, b) instructions for preparation
of the reports, c) recommended frequency of report creation, d) recommended approach to distribution of the reports. 

  

	 	(c)	Solution Adoption Phase Deliverables: 

  

	 	(i)	Improvements Implementation – implementation of the agreed Recommended Improvements for the scope areas associated with the Solution Assessment

  

	 	(ii)	Business Training – training of designated Customer personnel on each of the following: a) implementation of the organization structures developed above, b)
implementation of the procedures and practices above, c) implementation of the KPIs developed above, and d) implementation of standard reports developed above. 

 

	 	(d)	Transition Phase Deliverables: 

  

	 	(i)	Implementation Assistance – assistance with the cutover to production of the Systems as well as concurrent implementation of the organization structures,
procedures and practices and KPIs 

  

	 	(ii)	Performance Monitoring – review of the on-going operation of Customer’s performance under the new structures, procedures and practices.

  

					
	Confidential	  	Page 56	  	

	2.	DESCRIPTION OF CODESHARE SERVICES 

 Sabre consultants shall assist Customer to prepare for implementation of Codeshares, herein after termed “Consulting Services”: 

 

	2.1	Fundamentals 

  

	 	(a)	Sabre shall perform an executive level seminar titled Codeshare Fundamentals. Key activities include: 

 

	 	(i)	Sabre will lead a discussion on the types of alliances and the opportunities and challenges of each alliance type. 

 

	 	(ii)	Sabre will provide an overview of each of the seminar sessions to be provided in section 2.2 and lead a discussion on the impacts to each of the commercial and
operational areas. Participants will be requested to develop a list of “hot” items that will be provided to the participants of the seminar sessions to be provided in section 2.2. 

 

	2.2	Codeshare Applications 

Sabre will provide seminars titled Codeshare Applications. The following business and/or operational units will be provided Codeshare
Applications Seminars: 
  

	 	(a)	Network Planning and Scheduling: The codeshare topics to be discussed during this seminar include but are not limited to: 

 

	 	(i)	Scheduling systems (database, forecasting and optimization systems) 

  

	 	(ii)	Schedule development 

  

	 	(iii)	Schedule coordination 

  

	 	(iv)	Schedule publication 

  

	 	(v)	Schedule synchronization 

  

	 	(b)	Revenue Management and Pricing: Codeshare topics to be discussed during this seminar include but are not limited to: 

 

	 	(i)	Fare class mapping between codeshare partners 

  

	 	(ii)	Revenue sharing 

  

	 	(iii)	Fare filing practices 

  

	 	(iv)	Technology requirements 

  

	 	(c)	Reservations and Reservations Control: Codeshare topics to be discussed during this seminar include but are not limited to: 

 

	 	(i)	Availability 

  

	 	(ii)	PNR synchronization 

  

	 	(iii)	Security 

  

	 	(iv)	Country, Passport and Visa information (TIMATIC) 

  

	 	(v)	Payment Solutions and Fraud 

  

	 	(vi)	Seat assignments and seat maps 

  

	 	(vii)	Re-accommodation and protection 

  

	 	(viii)	Groups processing 

  

	 	(ix)	Flight movement messaging 

  

	 	(x)	Technology requirements 

  

	 	(d)	Airport Ground Operations: Codeshare topics to be discussed during this seminar include but are not limited to: 

 

	 	(i)	Customer recognition 

  

	 	(ii)	Security 

  

	 	(iii)	Country, Passport and Visa information 

  

					
	Confidential	  	Page 57	  	

	 	(iv)	Payment Solutions and Fraud 

  

	 	(v)	Ticketing processes including exchanges and refunds 

  

	 	(vi)	Re-accommodation and protection 

  

	 	(vii)	Frequent Flyer program topics 

  

	 	(viii)	Baggage transfer 

  

	 	(ix)	Signage 

  

	 	(x)	Back Office considerations 

  

	 	(xi)	Technology requirements 

  

	 	(e)	Loyalty and Customer Relations: Codeshare topics to be discussed during this seminar include but are not limited to: 

 

	 	(i)	Status mapping 

  

	 	(ii)	Accruals between disparate programs 

  

	 	(iii)	Redemptions 

  

	 	(iv)	Points (or other mechanism) transfer 

  

	 	(v)	Customer complaint/resolution management between partners 

  

	 	(vi)	Back Office considerations 

  

	 	(vii)	Technology requirements 

  

	 	(f)	Sales and Marketing Codeshare topics to be discussed during this seminar include but are not limited to: 

 

	 	(i)	Corporate Agreements 

  

	 	(ii)	Branding 

  

	 	(iii)	Web site requirements 

  

	 	(g)	Revenue Accounting and Finance Codeshare topics to be discussed during this seminar include but are not limited to: 

 

	 	(i)	International payment type and credit card usage 

  

	 	(ii)	Fraud management 

  

	 	(iii)	Impacts of currency exchange rates 

  

	 	(iv)	Currency repatriation 

  

	 	(v)	General Ledger impacts 

  

	 	(vi)	Proration 

  

	 	(h)	Legal: Codeshare topics to be discussed during this seminar include but are not limited to: 

 

	 	(i)	Setting up business in another country 

  

	 	(ii)	Responsibilities of marketing vs. operating carrier 

  

	 	(iii)	Immigration and customs rules 

  

	 	(iv)	Labor laws 

  

	 	(v)	Duty free 

  

	 	(vi)	Bonding for Cargo 

  

	 	(vii)	Taxation 

  

	 	(viii)	Jurisdiction 

  

					
	Confidential	  	Page 58	  	

	 	(ix)	Competition regulations 

  

	 	(x)	Data privacy 

  

	 	(xi)	Advertising Fairness/Disclosures 

  

	 	(i)	Technology: Codeshare topics to be discussed during this seminar include but are not limited to: 

 

	 	(i)	Technology requirements for each functional area 

  

	 	(ii)	Technology requirements for financial systems 

  

	2.3	Debrief Sessions 

  

	 	(a)	Following each Codeshare Applications seminar, Sabre will lead a de-brief session with core team members selected by Customer. Key activities include:

  

	 	(i)	Consolidating learnings from the Codeshare Applications seminars 

  

	 	(ii)	Identifying critical processes than span functional units 

  

	 	(iii)	Determining criticality of gaps between current codeshare business processes and technology and industry standard codeshare business processes and technology

  

	 	(iv)	Outlining implications of learnings to Customer 

  

	 	(v)	Outlining Considerations for future planning 

  

	 	(vi)	Reconciliation of implications and considerations to current processes and initiatives 

 

	 	(vii)	Creation of a data flow model for codeshare processes and technology 

  

	2.4	Scenario and Assumption Review Session 

 Sabre shall lead and collaborate with Customer to validate initial international codeshare assumptions and scope. 
  

	2.5	Codeshare Departmental Workplan Development 

  

	 	(a)	Sabre shall lead and collaborate with Customer in the preparation of workplans for Codeshare from the output of the Codeshare Workshops as outlined above. Workplans
will be developed for the following business areas: 

  

	 	(i)	Network Planning and Scheduling 

  

	 	(ii)	Revenue Management and Pricing 

  

	 	(iii)	Reservations and Reservations Control 

  

	 	(iv)	Airport Ground Operations 

  

	 	(v)	Loyalty and Customer Relations 

  

	 	(vi)	Sales and Marketing 

  

	 	(vii)	Revenue Accounting and Finance 

  

	 	(viii)	Legal 

  

	 	(ix)	Cargo 

  

	 	(x)	Security and Facilities 

  

	 	(xi)	Emergency Response 

  

	 	(xii)	Technology 

  

	 	(b)	Key activities include: 

  

	 	(i)	Define Business Process Impacts. 

  

					
	Confidential	  	Page 59	  	

	 	(ii)	Conduct reviews of the output from the international codeshare seminars with Customer teams. 

 

	 	(iii)	Identify business process codeshare impacts. Combine the business process impact output from the codeshare seminars with any additional impacts identified above.

  

	 	(iv)	Identify technology impacts. Combine technology impact output from the codeshare seminars and any additional impacts identified above. 

 

	 	(v)	Identify criticality of impacts. 

  

	 	(vi)	Assist Customer to Develop Workplan. 

  

	 	(vii)	Identify resource constraints among Team members from each department. 

  

	 	(viii)	Develop preliminary plan. 

  

	 	(ix)	Quantify Impact. 

  

	 	(x)	Identify resource and timeline impacts to other non-codeshare related initiatives. 

 

	 	(xi)	Identify interdependencies with technology and other business processes. 

  

	 	(xii)	Refine workplan to minimize impacts. 

  

	2.6	Identify critical path 

  

	 	(a)	Determine which business process or technology impact items will have the most significant impact on the implementation of international codeshare and highlight these
items in the workplan. 

  

	 	(b)	During the development of the workplan, the Sabre consultants and Customer will conduct review sessions or “checkpoints” to ensure that the project is on
target. 

  

	2.7	Integrated Codeshare Workplan Development 

  

	 	(a)	Lead and collaborate with Customer Teams to develop an integrated international codeshare workplan. Key activities include: 

 

	 	(i)	Identify interdependencies between departmental workplans. 

  

	 	(ii)	Map departmental plans to an integrated timeline. 

  

	 	(iii)	Identify integrated critical path. Determine which business process or technology impact items will have the most significant impact on the integrated workplan for
implementation of international codeshare and highlight these items in the workplan. 

  

	2.8	DELIVERABLES 

  

	 	(a)	Codeshare Fundamentals Deliverables: 

  

	 	(i)	A document in presentation style that details the opportunities and challenges associated with codeshare. 

 

	 	(ii)	Seminar covering the key business and technology issues associated with codeshare in each of the subject areas to be presented in section 2.2 above.

  

	 	(iii)	List of key items generated by participants to be provided to participants of Codeshare Applications to be presented in section 2.2 above. 

 

	 	(b)	Codeshare Applications Deliverables: 

  

	 	(i)	Function-specific detailed seminars focused on the impact to individual areas of responsibility as outlined in section 2.3 above. 

 

	 	(ii)	Documents for each functional area that detail the key areas of impact to that specific function based on Customer’s current business practices

  

					
	Confidential	  	Page 60	  	

	 	(iii)	De-brief sessions with Customer’s core codeshare team members focused on the creation of considerations and deliverables for a work plan to be used in future
planning activities as outlined in section 2.4 above. 

  

	 	(iv)	Document of consolidated learnings from each codeshare applications seminar. 

 

	 	(v)	Document of consolidated implications from each codeshare seminar. 

  

	 	(vi)	Document of consolidated considerations for future planning from each codeshare seminar. 

 

	 	(vii)	Document identifying critical codeshare business process and technology gaps and level of criticality of each gap. 

 

	 	(viii)	Codeshare data flow model. 

  

	 	(c)	Scenario and Assumption Review Session Deliverables: 

  

	 	(i)	Documented assumptions based on selected scenarios identified in 2.2 above that will be used to develop workplans. 

 

	 	(d)	Codeshare Departmental Workplan Deliverables: 

  

	 	(i)	Documented workplans for each business area as identified in 2.3 above. 

  

	 	(ii)	Network Planning and Scheduling Workplan 

  

	 	(iii)	Revenue Management and Pricing Workplan 

  

	 	(iv)	Reservations and Reservations Control Workplan 

  

	 	(v)	Airport Ground Operations Workplan 

  

	 	(vi)	Loyalty and Customer Relations Workplan 

  

	 	(vii)	Sales and Marketing Workplan 

  

	 	(viii)	Revenue Accounting and Finance Workplan 

  

	 	(ix)	Legal Workplan 

  

	 	(x)	Cargo Workplan 

  

	 	(xi)	Security and Facilities Workplan 

  

	 	(xii)	Emergency Response Workplan 

  

	 	(xiii)	Technology Workplan 

  

	 	(e)	Workplan Content. Each workplan will include: 

  

	 	(i)	Resource requirements. Numbers of individuals required from specific work areas as identified in 2.3.2 above. 

 

	 	(ii)	Time estimates. Amount of elapsed time required to minimize business process or technology impacts as identified in 2.3.2 above. 

 

	 	(iii)	Critical path as identified in 2.3.4 

  

	 	(f)	Integrated Master Workplan for codeshare. A workplan derived from the activities as identified in 2.3 above. 

 

	 	(i)	Interdependencies between workplans. 

  

	 	(ii)	Integrated timeline. A timeline indicating elapsed time and which integrates each of the departmental workplans and associated critical path items.

  

					
	Confidential	  	Page 61	  	

	3.	PROJECT DEFINITION DOCUMENT AND PROGRAM PROCESS AND PROCEDURES DOCUMENT 

 Customer and Sabre will mutually agree and formally define the agreed to professional services related to the implementation and delivery of the System and services to be provided to Customer by Sabre
during the project initiation phase of the project. Such agreement will be documented in the Project Definition Document (“PDD”) and the Program Process and Procedures document (“PPP”). 

The PDD will include, but not limited to the following items: 

 

	 	(a)	Project Summary Statement 

  

	 	(b)	Key Business Objectives and Benefits 

  

	 	(c)	Solution Overview 

  

	 	(d)	Project Definition, including: 

  

	 	(i)	Project Is / Is Not List 

  

	 	(ii)	Major Project Deliverables 

  

	 	(iii)	Project Completion Criteria 

  

	 	(iv)	Project Dependencies 

  

	 	(v)	Assumptions 

  

	 	(vi)	Constraints & Project Flexibility Matrix 

  

	 	(e)	Roles & Responsibilities 

The PPP will include, but not limited to the following mutually agreed terms: 

 

	 	(a)	Issue Management 

  

	 	(i)	Process Overview 

  

	 	(ii)	Issue Management Definitions, including: 

  

	 	(iii)	Issue 

  

	 	(iv)	Issue Priority 

  

	 	(v)	Submitter 

  

	 	(vi)	Owner 

  

	 	(vii)	Status Code 

  

	 	(viii)	Escalation 

  

	 	(ix)	Issue Management Process Flow 

  

	 	(x)	Issue Management Process Flow Steps 

  

	 	(b)	Change Request Management 

  

	 	(i)	Process Overview 

  

	 	(ii)	CR Service Level Targets 

  

	 	(iii)	Change Management Definitions, including: 

  

	 	(iv)	Change 

  

	 	(v)	Change Types 

  

	 	(vi)	Change Request Priority 

  

	 	(vii)	Owner 

  

					
	Confidential	  	Page 62	  	

	 	(viii)	Change Management Review Team 

  

	 	(ix)	Steering Committee 

  

	 	(x)	Status Codes 

  

	 	(xi)	Submitter 

  

	 	(xii)	Approval Authority 

  

	 	(xiii)	Change Management Process Diagram 

  

	 	(xiv)	Change Management Process Steps 

  

	 	(c)	Communications Plan 

  

	 	(d)	Risk Management 

  

	 	(i)	Overview 

  

	 	(ii)	Tracking Project and Program Risks 

  

	 	(iii)	Risk Management Process, including: 

  

	 	(iv)	Initiation Phase 

  

	 	(v)	Planning Phase, including: 

  

	 	(vi)	Risk Identification 

  

	 	(vii)	Qualitative Analysis 

  

	 	(viii)	Quantitative Analysis 

  

	 	(ix)	Risk Response Planning 

  

	 	(x)	Schedule Updates 

  

	 	(xi)	Monitoring and Controlling Phase 

  

	 	(e)	Quality Management 

  

	 	(i)	Overview 

  

	 	(ii)	End to End Testing 

  

	 	(iii)	Customer Testing 

  

	 	(iv)	Business Simulation 

  

	 	(f)	Cost Management 

  

	 	(i)	Travel & Incidentals 

  

	4.	PROJECT PLANNING 

 Sabre
and Customer will perform data collection and create a detailed project plan for implementation of the Systems covered under this Work Order, outlining the major milestones. The project plan will be mutually agreed between Sabre and Customer.

 Sabre Project Planning Responsibilities: 
  

	 	•	 	 Assign at least one Project Manager for the duration of the implementation process. 

 

	 	•	 	 Develop and deliver a project plan 

  

	 	•	 	 Manage the Change Request process as required by Customer 

 

	 	•	 	 Make available System for use by Customer. 

  

					
	Confidential	  	Page 63	  	

	5.	MIGRATION 

 PNR conversion
will be either manual or automatic. For automatic conversion, Customer is required to provide record layouts, PNR and Credit Shell (if applicable) captures from their current CRS vendor as mutually agreed in order to validate that automatic
conversion is possible. A delay in providing this information to Sabre may delay the project schedule. If automatic conversion is not possible, conversion will be manual. 
 Sabre is not responsible for any Customer’ third-party system integration, unless otherwise specified in this Work Order or as defined in the PDD, PPP or Project Plan. 

Sabre shall provide a mutually agreed number of data migration rehearsals during the implementation of this Work Order prior to
Commencement Date or until a mutually agreed success rate has been accomplished. 
  

	6.	TRAINING 

 All training
services provided by Sabre will be defined in the training plan and/or PDD / PPP / Project Plan. 
  

	6.1	Train the Trainers 

  

	 	(a)	Sabre will provide training to Customer in the form of “train the trainers” or “specialists” as part of implementation Service to Customer.

  

	 	(b)	Sabre will provide a certification process of completion to all Customer “train the trainers” trainers. 

 

	6.2	Training Materials and Location 

  

	 	(a)	The class duration is an estimate and will be finalized after the business requirements are completed for each training topic. The maximum class size is 12 people and
cannot be increased. 

  

	 	(b)	One “train the trainer” or train the “specialist” class will be provided for the products included in the contract. 

 

	 	(c)	Sabre shall provide Customer training documentation via Sabre’s website. Customer is responsible for downloading and printing the necessary training materials.

  

	 	(d)	Training will be in English unless otherwise specified in this Work Order. 

 

	 	(e)	Customer is responsible for providing training equipment and facilities OR Training will be provided at Sabre office facilities in Southlake, Texas.

  

	6.3	On-going Training 

 After
implementation, Customer will have the opportunity to attend periodic ongoing training sessions that may be offered by Sabre as part of the Sabre Continuous Learning Series. Up to four seats per session will be provided to Customer. No fees will be
payable to Sabre for attendance; however, Customer will be responsible for its own expenses related to attendance, such as travel and incidental costs incurred. 

  

					
	Confidential	  	Page 64	  	

	7.	NETWORK SERVICES 

 Sabre
will provide network services in corporation and upon mutually agreement with Customer as described below: 
  

	 	(a)	Obtain communications network cost estimates for Customer’s locations requiring System access, provided that Customer provides the necessary requirement
information. 

  

	 	(b)	Perform one network survey 

  

	 	(c)	Design Sabre network connectivity and provide Sabre circuits 

  

	 	(d)	Install and configure Sabre router on Customer network and test connectivity 

 

	 	(e)	Assist Customer to establish frame relay connectivity from Customer’s Wide Area Network to Sabre host 

 

	 	(f)	Assist Customer in establishing connectivity from Customer’s locations not connected on Customer’s Wide Area Network to Sabre host via the SITA network

  

	 	(g)	Assist Customer with selection and installation of hardware and software requirements 

 

	 	(h)	Provide technical training to Customer’s personnel in installation, maintenance and support procedures for Sabre’s client software (including gateway
software) 

  

	 	(i)	Support PNR conversion and cutover 

  

	 	(j)	Provide technical support personnel at Customer’s designated primary location for up to thirty (30) days following cutover of the SabreSonic Res System

  

	 	(k)	Sabre reserves the rights to all its hosts IP addresses and maintains unconditional access for their sole use with our core routers. Any Customer installing routers in
a common or shared airport network environment must NAT all Sabre IP addresses. 

 Additional Network Services
beyond the scope of this Work Order may require additional fees. Services, if applicable, will be outlined in cost quotes and sent to Customer for approval. Additional services may include the following: 

 

	 	(a)	Integration testing of Customer equipment 

  

	 	(b)	Installation and monthly fees for circuits obtained by Sabre on Customer’s behalf 

 

	 	(c)	Hardware and software for Sabre operation. I.E.: PC’s, printers, cables, etc. 

 

	 	(d)	Installation of infrastructure at Airports, CTO, ATO, Reservation centers 

  

	 	(e)	Installation of customer LAN/WAN where applicable 

  

	 	(f)	Site surveys other than at the HDQ 

  

	 	(g)	Installation of temporary training facility 

  

	 	(h)	Installation in shared airport systems (SITA, ARINC) 

  

	 	(i)	LNIATA setup charges after conversion 

  

	 	(j)	Third party connections to the host (incur a monthly fee and installation charge) 

  

					
	Confidential	  	Page 65	  	

 APPENDIX C 
 CUSTOMER RESPONSIBILITIES 
  

	1.	CUSTOMER RESPONSIBILITIES 

The following is a list of expected customer responsibilities necessary for the project. The Customer responsibilities will be updated and
documented in the PDD and PPP. In connection with the Systems and Services to be provided by Sabre, Customer shall be responsible for the following at Customer’s expense: 

 

	1.1	General Responsibilities 

  

	 	(a)	Designate a Project Coordinator who will be the primary Sabre contact during the implementation and training phases. This individual shall help assure a smooth
installation, including installation of the Systems infrastructure, making the appropriate Customer marketing, customer service and system staff available during the training period, etc. 

 

	 	(b)	Provide the assistance reasonably requested by Sabre in the implementation of the Systems, including but not limited to obtaining the necessary participation and
cooperation from Customer’s third party vendors (affiliated or non-affiliated) 

  

	 	(c)	Provide executive oversight and fully participate in the project governance process including regular joint executive steering committee meetings

  

	 	(d)	Facilitate process and procedure improvements/transformation as specified by the PDD 

 

	 	(e)	Provide the necessary resources and focus to facilitate and implement the Codeshare program 

 

	 	(f)	Provide the necessary internal process change management and employee communications throughout the project 

 

	 	(g)	Designate support personnel at every cutover location 

  

	 	(h)	File Customer’s fare levels with a Sabre approved fares vendor (e.g. ATPCO) 

 

	 	(i)	Utilize the Sabre Air Pricing package for fares and pricing requirements 

  

	 	(j)	File schedules with a Sabre approved schedules vendor (e.g. OAG) 

  

	 	(k)	Procure, install and maintain Sabre certified equipment for use to access System. Customer will be responsible for any costs associated with certifying equipment,
including printers, which are not already Sabre certified. Customer will also be responsible for procuring support services from the equipment vendor, if such is equipment is not procured through Sabre. 

 

	 	(l)	Procure, install and maintain communications circuits to Customer’s sites requiring access to System 

 

	 	(m)	Order and install any necessary hardware and network configurations necessary to support the Systems 

 

	 	(n)	Customer shall pay install and monthly connections fees for all infrastructure terminating at the Sabre Data Center. This includes SITA ASCUs 

 

	 	(o)	Provide Sabre, in a timely manner, any reasonably requested information concerning Customer’s network and hardware configurations and requirements

  

	 	(p)	Perform training as outlined in this Work Order. 

  

	 	(q)	Have the necessary agreements in place with the appropriate GDSs 

  

					
	Confidential	  	Page 66	  	

	 	(r)	Meet any other, mutually agreed, defined requirements as specified in the Project Plan provided by Sabre 

 

	 	(s)	Obtaining, installing and maintaining all equipment and telecommunication facilities and necessary interfaces, at its own expense, in order to communicate with the
Systems 

  

	 	(t)	Creation, management, security, and change controls for any and all passwords and user IDs. Any Sabre-assigned passwords shall likewise be maintained by Customer as
secret and confidential. Customer agrees that it is and shall remain solely and completely liable for any communications or other uses that are made using its or its users’ passwords and user IDs, as well as for any obligation that may result
from such use. Customer is responsible for changing any password it believes has been stolen or might otherwise be misused. Customer shall notify Sabre immediately of any unauthorized use of any password or user ID or any other breach of security
suspected by Customer. 

  

	 	(u)	Customer will make available, as promptly as possible (as defined in the Project Schedule), all information, data, facilities and personnel support reasonably requested
by Sabre, including the support specified in this Work Order. 

  

	 	(v)	Executing the test plan that tests the material conformity of the System to the description provided in Appendix A of this Work Order. The test plan and testing should
include: 

  

	 	(i)	Testing of any existing applications necessary to validate the operation of the interfaces beyond the boundaries of the System (i.e., testing each of the applications
integrated with the System to validate that each is functioning properly). 

  

	 	(ii)	Maintenance of the test data in the test environment during the course of Customer Testing. 

 

	 	(iii)	Tests and validation of Customers business requirement and processes. 

  

	 	(w)	During Customer Testing Period Customer shall notify Sabre immediately of any material non-conformity between the System and the Description of System as contained in
Appendix A of this Work Order. 

  

	 	(x)	Customer shall ensure that the appropriate personnel have been trained 

  

	1.2	Credit Suite 

  

	 	(a)	Customer acknowledges that it is solely responsible for the security of Customers’ Payment Card Data while such data is in Customer’s possession or under its
control. Customer shall be solely liable for loss or compromise of Payment Card Data while in its possession and for any damage or liability resulting therefrom. Payment Card Data means account number, in conjunction with either the name, address,
date of expiration or any applicable security code of the cardholder. 

  

	 	(b)	Customer shall ensure that all Cardholder Information, if / when stored, remains encrypted, is appropriately masked for viewing, and that viewership is allowed only on
a ‘need to know’ basis at all times for the duration of this Agreement. Customer acknowledges that it is solely responsible for the security of Cardholder data while such data is in Customer’s possession or under its control. Customer
shall be solely liable for loss or compromise of Cardholder data in its possession and for any damage or liability resulting therefrom. Cardholder data means (but not limited to) first name or initial and last name in combination with: social
security number or Social Insurance Number, driver’s license number, or State Identification Card number, financial account number, credit or debit card number with personal identification number such as an access code, security codes or
password that would permit access to an individual’s financial account information. 

  

	1.3	SabreSonic Check In – Self-Service Kiosks Check In 

  

	 	(a)	Customer will provide Branding Graphics and Marketing Media (logos, artwork, color specifications) provided as camera-ready artwork or as digital images (.jpg, .gif,
etc.). 

  

	 	(b)	Customer will be responsible for the selection of the self-service kiosk hardware and vendor; self-service kiosk hardware and software must be CUSS-compliant, otherwise
incremental effort and project cost will be incurred; Sabre will provide contact information for recommended hardware vendors and can provide consultation for the planned deployment as part of this project 

  

					
	Confidential	  	Page 67	  	

	1.4	SabreSonic Check In – Web Check In 

 Customer will provide Branding Graphics and Marketing Media (logos, artwork, color specifications) provided as camera-ready artwork or as digital images (.jpg, .gif, etc.). 

 

	1.5	SabreSonic Web 

  

	 	(a)	Customer is responsible for handling all communications with end-user travelers utilizing the SabreSonic Web Site. 

 

	 	(b)	Customer will provide the Content and periodic updates to the Content. 

  

	 	(c)	Customer is responsible for all unlawful purchases on the Site (which may include, without limitation, identity theft and other credit card fraud). Any credit card
charge-back that Sabre receives as a result of an unlawful act on the Site will be billed back to the Customer in the month following receipt and research of such charge-back. Customer agrees to notify Sabre immediately through a mutually agreed
upon email address and/or phone number, of any known schemes poised by persons or groups or any technical issues that could generate a charge-back. Customer agrees to co-join Sabre in all fraud prevention efforts to include manual, automated and
future technology. 

  

					
	Confidential	  	Page 68	  	

 APPENDIX D 
 USER DOCUMENTATION 
 Sabre shall provide Customer training documentation for the Systems
via Sabre’s customer support web site. Customer is responsible for downloading and printing the necessary training materials. 
 The
Systems Documentation will be updated periodically by Sabre as New Functions and Enhancements are released. Customer may make a reasonable number of copies of the System(s) Documentation solely for the permitted use and for back-up purposes.
Customer will reproduce and include on each copy and on each partial copy any copyright notice and proprietary rights legend contained in the System(s) Documentation, as such notice and legend appear in or on the original. 

  

					
	Confidential	  	Page 69	  	

 APPENDIX E 
 PROJECT SCHEDULE 
 Sabre and Customer agree that the following high level dates provided
below are illustrative of the overall Project Schedule. 
 Start Date: August 17th, 2009 but not later than the August 31st, 2009 
 Commencement Date: Mid-May 2010 but not later than Mid-June 2010 
 The detailed project schedule
will be developed jointly between Customer and Sabre and defined in the PDD, PPP and Project Plan as agreed. 

  

					
	Confidential	  	Page 70	  	

 APPENDIX F 
 SYSTEM REQUIREMENTS 
 The following minimum requirements are required for use and access to
the SabreSonic solution. Customer and Sabre are currently conducting a study, the results of which will be included in the PDD and may result in changes to the System Requirements identified below. 

 

	1.	MINIMUM REQUIREMENTS – SABRESONIC PASSENGER SOLUTION 

  

	1.1	IP Frame / OFEP Requirements 

 Sabre OFEP/NOFEP provides connectivity to hosts in Tulsa via TCP/IP. Sabre OFEP supports workstations utilizing the Interface to SabreSonic and Sabre client, as well as, applications written to the Sabre
Windows API. TCP/IP is used for the communications between Sabre Clients and Sabre Hosts. 
  

	1.2	Hardware Requirements 

  

	 	(a)	Cisco router will be provided by Sabre within the Sabre Data Center 

  

	 	(b)	Workstations with 10/100 Mbps Ethernet Cards 

  

	 	(c)	10/100 Switches 

  

	1.3	Workstation Minimum Hardware Requirements for Sabre Client 

  

	 	(a)	CPU: Pentium III 

  

	 	(b)	Microprocessor speed: 500 MHz or faster 

  

	 	(c)	Hard Drive: 1 GB 

  

	 	(d)	RAM: 1 GB 

  

	 	(e)	Monitor: 17 inch 

  

	 	(f)	Drive: CD ROM 

  

	 	(g)	Operating system: XP, 2000, Vista or NT 

  

	 	(h)	Operating platform: 32 bit 

  

	 	(i)	Network adapters: Ethernet 

  

	 	(j)	Network protocols: TCP/IP 

  

	 	(k)	Keyboard: 101-key 

  

	 	(l)	Mouse: IBM compatible 

  

	 	(m)	Ports: Serial 

  

	1.4	Workstation Minimum Hardware Requirements for SabreSonic Interact 

  

	 	(a)	CPU: Pentium III 

  

	 	(b)	Microprocessor speed: 500 MHz or faster 

  

	 	(c)	Hard Drive: 1 GB 

  

					
	Confidential	  	Page 71	  	

	 	(d)	RAM: 1 GB 

  

	 	(e)	Monitor: 17 inch 

  

	 	(f)	Drive: CD ROM 

  

	 	(g)	Operating system: XP, 2000, Vista or NT 

  

	 	(h)	Operating platform: 32 bit 

  

	 	(i)	Network adapters: Ethernet 

  

	 	(j)	Network protocols: TCP/IP 

  

	 	(k)	Keyboard: 101-key 

  

	 	(l)	Mouse: IBM compatible 

  

	 	(m)	Ports: Serial 

  

	*	Note: No remote management software has been certified for use with Sabre emulators. Sabre emulators must run locally on all workstations. 

 

	1.5	Technical Infrastructure Requirements 

  

	 	(a)	10/100 Mbps Ethernet cards 

  

	 	(b)	Category 5 cabling 

 Sabre
Recommendation: Install a second router running HSRP (Hot Standby Routing Protocol) for redundancy at the primary site. 
  

	1.6	Additional Minimum Requirements 

  

	 	(a)	Customer needs to provide three public IP addresses 

  

	 	(b)	Routers must be installed by Sabre 

  

	 	(c)	Routers are procured, owned, and managed by Sabre 

  

	 	(d)	Customer must provide all existing subnetworks 

  

	2.	MINIMUM REQUIREMENTS – SABRESONIC CHECK IN – GATE READERS 

 Common-use environment – any CUTE/MUSE certified gate reader device 
 In an
airport where Customer has purchased the hardware, following is the current list of certified scanners that will work with Sabre Gate Reader application. Sabre will provide the Customer with updates to the below list when additional devices gets
certified by Sabre. 
  

	 	•	 	 IER801BC 

  

	 	•	 	 Access IS BGR120M 

  

	 	•	 	 Access IS BGR120S 

  

	 	•	 	 Symbol LS2208 (1D barcode scanner, serial) 

  

	 	•	 	 Symbol 4407 (1D, 2D barcode scanner, wedge) 

  

					
	Confidential	  	Page 72	  	

 In addition to the above devices, Sabre can certify any 2D scanner. Should Customer find a
2D scanner that they would like to purchase/deploy that is not on the above list, Customer may request Sabre to test and certify the device at no additional charge. Customer will be required to provide Sabre with a sample device to be used in Sabre
lab for testing and certification purpose. 
  

	3.	MINIMUM REQUIREMENTS – SABRESONIC CHECK IN – SALES SERVICE KIOSK CHECK IN 

Customer will be responsible for the selection of a self-service kiosk vendor, hardware and software platform. The self-service kiosk
hardware and software must be CUSS-compliant, otherwise incremental effort and project cost will be incurred. An example SSK unit configuration follows: 
 Hardware: IATA CUSS-compliant Self-Service Kiosk unit configured with Touch-screen, Pentium 4 CPU, 256M RAM, 2GB Disk, Thermal printer (for boarding pass issuance), ATB Reader and/or Magnetic Card Reader,
Network Interface Card 
 Optional: Bag Tag printer, Passport Reader, Infrared scanner 

Software: Vendor kiosk management software, IATA CUSS compliant software platform 

Communications: Airport LAN, IP connectivity (to Sabre eMergo data center); Minimum 64KB circuit, although 128KB circuit is recommended to
ensure optimal performance and response time 

  

					
	Confidential	  	Page 73	  	

 APPENDIX G 
 MAINTENANCE SERVICES 
  

	1.	MAINTENANCE SERVICES 

This Appendix G defines the Maintenance Services to be provided for the Systems covered by this Work Order No 5. 

 

	2.	CUSTOMER’S IT ENVIRONMENT 

 Unless otherwise provided herein, Customer shall be responsible for obtaining, installing and maintaining the equipment, telecommunication facilities and interfaces that Customer has expressly agreed to
provide in accordance with Section 2(i) of the main body of this Work Order, at its own expense, in order to communicate with the Systems. Customer may change its IT environment used in connection with the Systems or Services (including
Customer’s desktop environment, and including changes to personal computers, hardware, software, network configuration or telecommunications network); provided, that such change conforms to Sabre’s standards and complies with minimum
specifications set forth in Appendix F. 
  

	3.	MANAGEMENT OF SYSTEM 

Subject always to Section 2(j) of the Work Order, Hosting Systems and Data. Sabre shall have the right to subcontract any of its
obligations under this Work Order to any third party without having to obtain Customer’s prior written consent. In the event that Sabre provides any communications circuits utilized with the Systems, Customer acknowledges that Sabre is not a
licensed provider of communications circuits and therefore shall arrange for the provision of the communication circuits through a third-party provider selected by Sabre. Sabre will monitor such provider’s performance of its obligation to
provide and maintain the communications circuits, work with such provider and Customer to resolve any problems with the communications circuits, and take all reasonable actions to cause such provider to perform such obligations. Sabre will not,
however, be responsible for any damages caused by the communications circuits and/or acts or omissions by the communications circuit provider. 
  

	4.	SABRE CHANGES TO SYSTEM 

Sabre may modify, amend, enhance, update or provide an appropriate replacement for any of the Systems, or any element thereof, at any
time. Further, Sabre shall have the right to manage all resources used in providing the Systems as Sabre deems appropriate. From time to time, the functionality of the Systems may be modified by Sabre creating Enhancements and adding New Functions.
If Sabre offers these Enhancements or New Functions without charge to Customer, then Customer agrees to accept them for use with the Systems. Customer is under no obligation to purchase any Enhancement or New Function that Sabre makes available for
an additional charge and Sabre hereby agrees that it will continue to support the underlying version of the System without such new Enhancement or New Function. If, following the Work Order Effective Date, Sabre removes functionality from all or any
portion of the Systems without providing similar substitute functionality, and such removal has a material adverse effect on Customer, then at the Customer’s request Sabre will continue to make the prior Version or Release (i.e. last Version or
Release containing the removed functionality) available to Customer for its access and use, and Sabre will provide Maintenance Services for that prior Version or Release until the eliminated functionality is restored into the relevant portion of the
System. 
  

	5.	ENHANCEMENT AND NEW FUNCTION IMPLEMENTATION 

 Sabre will use reasonable efforts to provide Customer with prior notice of the scheduled implementation of Enhancements and New Functions. Such notice shall be provided to Customer in the same manner and
at the same time as such notice is provided to other Sabre customers utilizing the Systems. Sabre shall provide training materials to Customer with respect to such Enhancement and New Functions. The training materials shall be substantially similar
to those that Sabre provides to other Sabre customers who utilize the Systems, and at minimum provide sufficient detail to and content to enable a reasonably skilled end user to use the Enhancements and New Functions without interruption of the
existing features and functions. Except where precluded by operational emergencies to correct a Level 1 or 2 Error, Sabre shall test all System capabilities, including without limitation, Enhancements and New Functions, under an internal test
environment. Despite such testing, conditions may develop that lead to error conditions, malfunctions, or a breakdown in the operation of the System. Should any of the foregoing occur, Sabre shall use reasonable efforts to correct any such condition
with the same degree of effort afforded a similar problem affecting Other Customers. Nothing in this Section may be construed to excuse Sabre from performing to the Service Level Commitments contained in Appendix H. 

  

					
	Confidential	  	Page 74	  	

	6.	SCOPE OF MAINTENANCE SERVICES 

 During the Maintenance Term, Sabre will provide the services necessary to remedy any Level 1 or Level 2 Errors in the Systems and to acknowledge evaluate and record any Level 3 or Level 4 Errors in the
Systems. Fixes for Level 3 and Level 4 Errors will be prioritized after all Level 1 and Level 2 Errors are remedied. Maintenance Services will commence promptly after Customer has identified an Error with the Systems, or any portion thereof, and has
notified Sabre’s Support Desk of the Error. 
  

	7.	FIRST LINE SUPPORT/SECOND LINE OF SUPPORT 

 Customer shall establish and maintain the organization and processes to provide “First Line Support” to its users of a System through one or more designated technical coordinators trained in
software/database administration, operations and preventative maintenance procedures (the “Technical Coordinator”). First Line Support shall include, but not be limited to, (a) a direct response to users with respect to inquiring
concerning the performance, functionality or operation of the System, (b) a direct response to users with respect to problems or performance deficiencies of the System, (c) an initial diagnosis of problems or performance deficiencies of
the System, and (d) an initial attempt to resolve any such problems or performance deficiencies of the System. If after reasonable commercial efforts, the Customer Technical Coordinator is unable to diagnose or resolve the problems or
performance deficiencies of the System, the Technical Coordinator shall contact the Sabre Support Desk for “Second Line Support”, and Sabre will provide such support as set forth herein. Second Line Support shall include a diagnosis of
problems or performance deficiencies of the System and a resolution of Level 1 or Level 2 Errors with the System. Second Line Support shall also include a diagnosis of problems or performance deficiencies of the System and a record and possible
resolution of Level 3 or Level 4 Errors with the System. Customer shall provide Sabre with the necessary remote access (e.g. modem) to Customer’s operating system so that Sabre may provide remote diagnostic capability. Sabre does not assure
performance of the Maintenance Services if such remote access is not provided by Customer when requested by Sabre. 
  

	8.	SUPPORT DESK 

 During the
Work Order Term and any Transition Period, Customer will have access to a Sabre Support Desk twenty-four (24) hours a day, seven (7) days a week, accessible via the internet, email, teletype and/or telephone support. The Support Desk will
be responsible for facilitating the Second Line of Support. A Support Desk coordinator will be responsible for logging and tracking Errors after they have been reported by Customer, contacting the Customer’s Technical Coordinator, if deemed
necessary, to confirm receipt of an Error report and determining the priority level of the Error. In the event the parties disagree on the severity level placed by Sabre on any Error, the Customer may escalate to the Sabre Account Director, and may
further escalate to Sabre Regional Vice President, for discussion and agreement. Error levels will be determined as follows: 

Level 1 – A complete loss of service of the System or “Critical Business Function”. The System is inoperable and work
cannot continue. 
 Level 2 – A severe loss of service of the System. Problem affects a Critical Business Function, however,
use of the System can continue in a restricted fashion. 
 Level 3 – A moderate loss of service of the System. A workaround
is available permitting use of the System’s functionality. 
 Level 4 – No loss of service of the System. Problem is
minor and no workaround is required. 
 Customer may report a System Error by contacting the Sabre Help Desk using any of the
following methods: 
  

	 	•	 	 Internet Access: Go to “http://customersupport.sabre.com/” 

 

	 	•	 	 Email: Send to res.helpdesk@sabre.com 

  

	 	•	 	 Teletype: Send to SAAHD1S 

  

	 	•	 	 Phone in Mexico: 01-800-123-8537 or 001-682-605-5500. Note: all Level 1 Errors are to be reported by telephone, if possible, for the quickest response.

  

					
	Confidential	  	Page 75	  	

	9.	USER GROUP 

 Customer will
be entitled to attend Sabre’s User Group Meetings for the SabreSonic Passenger Solution. All expenses associated with Customer’s attendance of such meetings shall be the responsibility of Customer. 

  

					
	Confidential	  	Page 76	  	

 APPENDIX H 
 SERVICE LEVEL AGREEMENT 
  

	1.	INTRODUCTION 

  

	 	(a)	This Service Level Agreement describes the service levels applicable to the System provided under this Work Order. This Service Level Agreement shall supersede and
replace any existing service level agreements or performance standards under the Agreement. 

  

	 	(b)	The Service Level Commitments and Service Level Targets with respect to the Systems are set forth in this Appendix H. Sabre’s failure to achieve a Service Level
Commitment and Service Level Targets shall be considered a Service Level Default, resulting in a Service Credit as set forth in this Appendix H. 

  

	 	(c)	In the event of System changes or other changes which adversely affect the System performance, both parties will agree in advance the impact on Service Level
Commitments and Service Level Targets (such agreement to be negotiated in good faith). 

  

	2.	EXCEPTIONS TO SERVICE LEVEL COMMITMENTS AND TARGETS 

 Sabre shall not be responsible for its failure to meet any Service Level Commitment if such failure is attributable to any of the following: 

 

	 	(a)	Customer’s failure to perform its obligations under the Agreement or Work Order that impact the performance of the System defined in Appendix C;

  

	 	(b)	Force Majeure Events except for (i) strikes, lockouts, insurrection, protest, security breaches or other hostilities, (ii) fuel and energy shortages or
(iii) transportation delays or the inability to obtain necessary labor, materials or utilities from usual sources; 

  

	 	(c)	The performance of a third party not under Sabre’s control (for clarity, a Sabre subcontractor shall be considered to be under Sabre’s control and Sabre will
not be excused for failure to meet a Service Level Commitments as a results of acts or omissions of a Sabre subcontractor); 

  

	 	(d)	Service or resource reductions mutually agreed with Customer provided that Sabre has previously notified Customer in writing that the implementation of such request may
result in a failure to meet a Service Level Commitment; 

  

	 	(e)	Unforeseen capacity increases based on changes in Customer’s business operations, processes or methodology that adversely impact the System(s), provided, however,
increases of capacity demands resulting from Customer fare sales shall not be considered unforeseen; 

  

	 	(f)	Failure of the System Requirements provided by Customer; or 

  

	 	(g)	Failure of the Internet or other telecommunication connections. 

  

	3.	ROUTINE DOWNTIME 

 Up to
ten (10) times in any calendar year, Sabre may schedule downtime for maintenance and or modifications to the Systems for period not to exceed four (4) hours each time (“Routine Downtime”). Except for operational necessity,
Routine Downtime shall occur between 2100 and 0700 United States Central Time, using reasonable efforts to exclude Tuesdays. Sabre will provide Customer with at least ten (10) days prior notice of any scheduled Routine Downtime and the
anticipated duration of such Routine Downtime; provided, however, Sabre may defer the scheduled Routine Downtime upon not less than twenty-four (24) hour prior advance notice for operational necessity. 

  

					
	Confidential	  	Page 77	  	

	4.	MONITORING AND REPORTING 

  

	 	(a)	Unless otherwise specified, Sabre will provide the monitoring systems and/or tools (“Monitoring System”) for monitoring all Service Levels Commitments and
Service Level Targets. 

  

	 	(b)	By the fifteenth (15th) day of each month, Sabre will provide Customer with a monthly performance report to verify Sabre’s performance and compliance with the
Service Level Commitments and Service Level Targets. The data and detailed supporting information shall be Sabre Confidential Information. 

  

	 	(c)	Sabre will provide Customer access to Sabre’s Monitoring System, and metrics as soon such a reporting system is available for direct access.

  

	 	(d)	Upon mutual agreement and if technically feasible Customer will use its own Monitoring System to monitor the System. 

 

	5.	RIGHT TO AUDIT 

  

	 	(a)	Upon Customer’s reasonable written notice to Sabre, and for the purpose of verifying compliance with this Work Order, Customer shall have access on an annual
basis, during regular business hours at mutually acceptable times and places, to all records which reasonably relate to this Work Order, for audit and copy. 

 

	 	(b)	Both parties reserve the right to have an outside independent audit performed to substantiate overall conformance to this Work Order 

 

	 	(c)	The auditing party shall be responsible for all reasonable costs incurred by the non auditing party in connection with each such examination; provided, however, that
the auditing party shall not be responsible for such costs if the audit reveals that the non auditing party is not performing in accordance with this Work Order. 

 

	 	(d)	In the event that the audit reveals that the non auditing party has not complied with the Service Level Commitment and Service Targets, the non auditing party shall
immediately provide Service Credits as described in Section 5 of Appendix H. 

  

	 	(e)	During each audit, neither party shall materially interfere with the ability of the non auditing party to perform its duties. 

 

	6.	SERVICE CREDITS 

 In the
event Sabre fails to meet a Service Level Commitment and Service Level Targets identified in this Appendix H, and such failure is not excused or otherwise permitted under the terms of this Appendix H, then, as Sabre’s sole and exclusive
liability and Customer’s sole and exclusive remedy, Sabre shall provide Customer with the Service Credit(s) as described in this Appendix H. 
  

	6.1	Settlement of Service Credits 

  

	 	(a)	Within the standard monthly reporting Sabre shall provide information about Service Credits due for the preceding month. 

 

	 	(b)	Any Service Credit(s) due to Customer will be applied on the next month invoice. Service Credits are not redeemable for cash. 

 

	6.2	Service Credit Calculation 

  

	 	(a)	Service Level Commitments 

 In
the event Sabre fails to meet a Service Level Commitment, it will provide Customer with a Service Level Credit which shall be calculated as a percentage of the System Usage Fee for the month corresponding to the Measurement Window for an affected
period. 

  

					
	Confidential	  	Page 78	  	

			
	 Availability
	  	 Service Credit for failure to achieve

Service Level

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

 The maximum Service Credit available to Customer for any given month shall in no event exceed ***** of the
System Usage Fees for the applicable month. 
  

	6.3	Service Level Targets 

  

	 	(a)	Service Credits will be paid for each Level 1 and Level 2 error not resolve in ***** business days (or as mutually agreed if longer than ***** business days)

  

	 	(b)	For each Level 1 not met Sabre pays Customer a Service Credit equal to ***** of the monthly committed RPB fee on the next months invoice 

 

	 	(c)	For each Level 2 not met Sabre pays Customer a Service Credit equal to ***** of the monthly committed RPB fee based on the next month invoice 

 

	 	(d)	Service Credits capped at a maximum of ***** of the RPB expense on any one month invoice 

 

	 	(e)	In any one calendar month if the Service Credit due Customer meets or exceeds ***** of the RPB expense on the applicable month’s invoice Sabre will be deemed as
Service Level Default for that month 

  

			
	 Service Target Level
	  	 Service Credit for Default

	Level 1	  	*****
	Level 2	  	*****

  

	7.	SERVICE LEVEL COMMITMENTS 

Sabre will meet the following Service Level Commitments in connection with its performance under this Work Order: 

 

	 	(a)	Availability – the System will collectively be Available ***** of the time. 

 For purposes of calculating the Availability of a System, the following metric shall apply: 
  

	 	(a)	Availability: This Performance Metric is a measure of the time of the System is available to Customer for Productive Use at Sabre’s Data Center
(“Availability” or “Available”). It is expressed as a percentage of the Agreed Service Time, during the “Measurement Window” (i.e., a calendar month), for a specific System. The Availability shall be measured in
percentage points to ***** decimal places as follows: 

 ***** = *****/***** x 100% 

  

					
	Confidential	  	Page 79	  	

	 	(b)	Agreed Service Time is equal to the total time available in the Measurement Window excluding Routine Downtime. 

 

	 	(c)	For any period that a System is not Available other than for Routine Downtime (“Unscheduled Outage”), the period of such Unscheduled Outage shall be measured
from the point in time when Sabre determines that the Unscheduled Outage began, which shall be the earliest of: 

  

	 	(i)	the point in time that such Unscheduled Outage is detected by Sabre through its Monitoring System; or 

 

	 	(ii)	Customer reports such Unscheduled Outage to the Sabre Help Desk; or 

  

	 	(iii)	any other manner in which Sabre has actual knowledge that the System(s) is not available to Customer 

 

	 	(d)	The Unscheduled Outage shall end at the point in time which is earlier of: 

 

	 	(i)	the time Sabre registers in its Monitoring System that the affected System(s) is Available; or 

 

	 	(ii)	the time Sabre registers traffic from Customer which generates responses from the affected System(s). 

 

	8.	SERVICE LEVEL TARGETS 

 In
addition to the Service Level Commitments provided above, Sabre will endeavor to meet the following Service Level Targets: 
  

	 	(a)	The “Response Time” is the period measured from the time a request is received by the System at Sabre’s data processing center and the time a response is
provided by the System at Sabre’s data processing center. If Sabre’s average Response Time during a monthly period persistently falls below ***** after excluding complex fare shopping transactions (e.g., searches involving multiple routing
and/or days for travel), then notwithstanding anything herein to the contrary, Customer shall have the right to terminate this Work Order for cause pursuant to Section 2(b) of the Agreement. For purposes of this section, a “persistent
failure” of Sabre to meet the ***** Response Time as described above shall mean (i) Sabre’s failure to meet such Response Time for ***** consecutive months, or (ii) Sabre’s failure to meet such Response Time for ***** months
in any ***** month period. 

  

	 	(b)	In the case that Customer reports a Level 1 Error, Sabre and Customer must mutually agree to modify the Level reported by Customer. Once both parties mutually consent
the change of Level, Sabre must notify Customer in writing the reason of such change. 

  

					
	Confidential	  	Page 80	  	

	 	(c)	The target response and remediation times for Level 1 and 2 Errors (as described in Section 8 of Appendix G) after an Error has been logged is as follows:

  

															
	 Severity
Level
	  	 Source
	  	 Acknowledgement
	  	
Engagement
(2nd and 3rd level)
after
acknowledgement
	  	 Customer
Update
Frequency
	  	 Restore*
	  	 Remediation**
	  	 Escalation

	1	  	Telephone	  	*****	  	*****	  	*****	  	*****	  	*****	  	*****
	2	  	Telephone	  	*****	  	*****	  	*****	  	*****	  	*****	  	*****
	  	Web/e-mail	  	*****	  	  	  	  	  
	3	  	Telephone	  	*****	  	*****	  	*****	  	*****	  	*****	  	*****
	  	Web/e-mail	  	*****	  	  	  	*****	  	  
	4	  	Telephone	  	*****	  	*****	  	*****	  	*****	  	*****	  	*****
	  	Web/e-mail	  	*****	  	  	  	*****	  	  

  

	*/**	see definitions in Appendix J 

  

	9.	TERMINATION FOR PERSISTENT SERVICE LEVEL DEFAULT 

  

	9.1	Service Level Commitments 

Notwithstanding the above, Customer shall have the right to terminate this Agreement for cause upon written notice to Sabre (and without
the provision of a cure period) in the event that the Availability of the System falls below (i) *****, (ii) ***** for any ***** consecutive months, or (iii) ***** for any ***** months in any *****. Customer may only exercise its
right to terminate as permitted under this provision within ***** from the end of the month in which such termination right was triggered. 
  

	 	(a)	Customer then has ***** days from the point in time that Sabre is deemed in Default of the Service Level to notify Sabre that it will terminate the agreement.

  

	 	(b)	Customer then will migrate-off of the System at least ***** days after this notification date. 

 

	 	(c)	Customer will provide Sabre at least ***** days advance notification of the date it will migrate off the System 

 

	9.2	Service Level Targets 

Notwithstanding the above, Customer shall have the right to terminate this Agreement for cause upon written notice to Sabre (and without
the provision of a cure period) in the event that the Service Credits for Service Level Targets paid to Customer exceeds ***** percent (i) for any ***** consecutive months, or (ii) for any ***** months in any ***** month period.

  

	 	(a)	Customer then has ***** days from the point in time that Sabre is deemed in Default of the Service Level to notify Sabre that it will terminate the agreement.

  

	 	(b)	Customer then will migrate-off of the System at least ***** days after this notification date 

 

	 	(c)	Customer will provide Sabre at least ***** days advance notification of the date it will migrate off the System 

  

					
	Confidential	  	Page 81	  	

 APPENDIX I 
 CUSTOMER SPECIFIC DELIVERABLES 
 Customer Specific Deliverables will be mutually agreed
upon by the parties in and defined in the Project Definition Document. Any subsequent Customer Specific Deliverables will be mutually agreed upon by the parties through the Change Request process. Sabre will deliver to Customer the following
Customer Specific Deliverables: 
  

	 	(a)	Interface Deliverables as will be defined in the PDD 

  

	 	(b)	Sabre Roadshow 

  

	 	(c)	eCommerce Workshop 

  

	 	(d)	Work with Customer to define Critical Business Process for clarity related to the Service Level Agreement 

Sabre will be responsible for ensuring compliance with Mexican government regulations 

 

	 	(a)	Registro Federal de Causantes (RFC) 

  

	 	(b)	Tax requirements 

  

	 	(c)	Financial Sector mandates (Mexican credit cards may not be charged in USD; Authorization of credit cards (PROSA) 

 

	 	(d)	Mexican aviation industry requirements 

  

	 	(e)	Local and Federal government mandate 

  

					
	Confidential	  	Page 82	  	

 APPENDIX J 
 DEFINITIONS 
 The following terms when capitalized in this Work Order shall have the
meanings set forth below: 
 “Ancillary Services” means the third party products and services that Customer distributes to its
airline passengers in connection with its airline services, including but not limited to airport shuttle services, travel insurance, in-flight meal purchases, car rental, hotel services, and in-flight entertainment operations. 

“Codeshare Carriers” means a carrier with whom Customer has an arrangement whereby such other airline and Customer market and operate
any of their respective airline flight segments under the airline designator code (issued by the International Air Transport Association, or its successor) of the other party; 
 “Content” means the Customer-specific content provided by Customer and made available by Sabre through the Site. The Content will be provided by Customer in the format mutually agreed
upon by the parties. 
 “Contract Year” shall mean a consecutive twelve month period, with the Contract Year 1 beginning on the
Commencement Date and ending twelve months thereafter. 
 “Critical Business Function” means any functionality mutually agreed
and documented by both parties during the implementation of the System in an Amendment to Appendix G. 
 “Customer Data” means
all data and information that is input by or on behalf of Customer into any application database forming part of or used by Customer in connection with the Systems, including data and information that is processed by the Systems by or on behalf of
Customer, or that is automatically generated or created through Customer’s use of the Systems. 
 “Customer Database”
shall mean the database that includes the Customer Data, including information that relates to Customer’s air schedules, fares, and passengers (including inventory records of Customer’s flights, and passenger name records that include
airlines segments), and that is stored in and processed by the Sabre Data Center. “Deliverables” means 

“Enhancement” means any change to the method of operation or display of the functions that exist in the software. 

“Expected Monthly Messages per RPB” shall mean the measured and agreed messages per RPB with a 20% buffer added onto the agreed messages
per RPB 
 “Hosting Services” means the Sabre services described in Section 2.9 of the Work Order; 

“Message” shall mean each time data is sent by or on behalf of Customer to a System at the Sabre Data Center and data is then sent from
a System at the Sabre Data Center in response to an inquiry by or on behalf of Customer. For clarity, a Message is a round trip response 

“Milestone” means a significant event occurring as part of the Professional Services as identified on the Project Schedule set forth on
Appendix E, as the Project Schedule may be revised in the Project Definition Document and the Program Process and Procedures Document delivered by Sabre to Customer at Milestone 1, and as more particularly described in Section 2(2) of this Work
Order; 
 “Monitoring System” means a system used to monitor System performance in data center. 

“Non-critical Users” means employees or customers other than Critical Users. 
 “New Function” shall mean any modification that adds a function not provided by with the software on the date the parties entered into this Work Order. 

“Restore” means that a work around is identified and implemented in order to restore the operations of the System. 

“Remediate” means the root cause analysis has been completed and a final resolution has been identified and implemented to correct the
cause of the Error. 

  

					
	Confidential	  	Page 83	  	

 “RPB Fee” means the fee per Revenue Passenger Boarded as set forth in Section 6 of
this Work Order that Customer pays for access and use of the Systems. 
 “Revenue Passenger Boarded” or “RPB”
shall mean a passenger with a paid ticket excluding non-revenue passengers, who is boarded on a Customer flight or on a flight marketed or operated under a Customer Entity’s airline designator code. A Revenue Passenger Boarded on a direct
flight that makes one or more intermediate stops, whether or not including a change of equipment, shall be counted as one Revenue Passenger Boarded. A passenger traveling on a Funnel Flight shall be regarded as more than one Revenue Passenger
Boarded. A passenger making a connection at an intermediate point by deplaning from one flight and boarding another flight shall be considered as more than one Revenue Passenger Boarded. “Funnel Flight” shall mean a Flight (i)(a) for which
a single flight number (“through flight number”) has been assigned to two or more connecting Flight segments, and (b) for which the through flight number is different than the flight numbers of the component Flight segments, or
(ii) for which the assigned Flight number has a single point of origin and multiple destination or multiple points of origin and a single destination. “Flight” shall mean a schedule or chartered airline flight segment operated by
Customer or by another person using a Customer Entity’s airlines designator code. A series of flight segments operated under a single flight number without a scheduled change of aircraft shall be single Flight, except that each separately
numbered flight segment of a Funnel Flight shall be a separate flight. 
 “Project Definition Document” or
“PDD” means the project definition document described at Section 3 of Appendix B of this Work Order; and 

“Program Process and Procedures Document” or “PPP” means the program process and procedures document described at
Section 3 of Appendix B of this Work Order. 
 “Sabre Date Center” means any computer data processing facility operated by
or on behalf of Sabre. 
 “Site” means the set of World Wide Web pages hosted by Sabre through which a customer may access the
Customer’s reservation data via SabreSonic Web software with incorporated product features set forth in the description of SabreSonic Web set forth in this Work Order. The term “Site” shall include all sites and sub sites. 

“System Usage Fee” means the total of the PB Fees, subject to the Minimum Commitment set forth in Section 6.2 of the Work Order,
paid each month for Customer to access and use the Systems. 

  

					
	Confidential	  	Page 84	  	

 APPENDIX K 
 TRAVEL & INCIDENTALS 
  

	1.	Travel & Expense Categories 

 Sabre and Customer agree that Travel & Expenses will be managed by the following categories: 
  

	1.1	Air Travel 

  

	 	(a)	Includes all air fare expenses including taxes that allow Sabre to travel to and from their home base to Mexico. 

 

	 	(b)	Air travel will be space positive economy seating to/from Continental United States to/from Mexico; 

 

	 	(c)	Sabre will use reasonable efforts to notify Customer fifteen (15) days in advance about travel arrangements; 

 

	 	(d)	Customer will approve, coordinate and purchase travel itineraries for Sabre; 

 

	 	(e)	All expenses such as change fees and additional airfare will be responsibility of the party that requests the change. 

 

	1.2	Lodging Expense 

  

	 	(a)	Includes expenses related to lodging in Mexico including breakfast expense and daily internet service; 

 

	 	(b)	All lodging expenses listed above will be direct billed to Customer 

  

	1.3	Meals & Incidentals 

  

	 	(a)	A daily Per Diem allowance that provides for: 

  

	 	(i)	Lunch and Dinner 

  

	 	(ii)	Fees and tips 

  

	 	(iii)	Transportation between places of lodging or Customer offices and places where meals are taken 

 

	 	(iv)	Laundry and Dry Cleaning 

  

	 	(b)	Sabre will invoice Customer for Per Diem expenses 

  

	1.4	Mexico Airport Transportation 

  

	 	(a)	Includes ground transportation expenses to and from a Mexican airport to the hotel where Sabre personal will be lodging; 

 

	 	(b)	Sabre will invoice Customer actual expenses for Mexico Airport Transportation expenses and provide the respective documents that support such expense.

  

	1.5	Local Transportation 

  

	 	(a)	Includes ground transportation expenses to and from Customer’ offices and the hotel where Sabre personal will be lodging 

 

	 	(b)	Sabre will invoice Customer actual expenses for Mexico Airport Transportation expenses and provide the respective documents that support such expense.

  

					
	Confidential	  	Page 85	  	

	1.6	Point of Origin Ground Transportation 

  

	 	(a)	A Per Diem allowance for ground transportation and/or airport parking for travel from point of origin airport to Customer site; 

 

	 	(b)	This Per Diem allowance paid only once per trip 

  

	 	(c)	Sabre will invoice Customer for Per Diem expenses 

  

	2.	Per Diem Rates 

 Sabre and
Customer agree on the following Per Diem rates described in the table below: 
  

			
	 Travel & Expense Category
	  	 Per Diem Rate

	 Meals & Incidentals
	  	US $50 per day including travel day
	 Point of Origin Ground Transportation
	  	US $70 per trip

 The management process for travel & incidentals will be mutually described in detail in the PPP.

  

					
	Confidential	  	Page 86EX-10.54

 Exhibit 10.54 
 Hosted Services Agreement 
 Confidential treatment has been requested for portions of this
exhibit. The copy filed herewith omits the information subject to the confidentiality request. Omissions are designated as [*****]. A complete version of this exhibit has been filed separately with the Securities and Exchange Commission. 

CONFIDENTIAL 
 VOLARIS – JANUARY 29, 2013 
 NAVITAIRE HOSTED SERVICES
AGREEMENT 
 Table of Contents 
  

							
	 1
	    	 Definitions
	  	 	3	  
	 2
	    	 Scope of Services
	  	 	5	  
	 3
	    	 NAVITAIRE Obligations
	  	 	5	  
	 4
	    	 Customer Obligations
	  	 	6	  
	 5
	    	 Term and Termination
	  	 	8	  
	 6
	    	 Price and Payment
	  	 	9	  
	 7
	    	 License, Title, Modifications, and Covenants
	  	 	11	  
	 8
	    	 Indemnification
	  	 	14	  
	 9
	    	 Confidential Information
	  	 	15	  
	 10
	    	 Disclaimers and Limitations
	  	 	16	  
	 11
	    	 Publicity
	  	 	16	  
	 12
	    	 Relationship of the Parties
	  	 	17	  
	 13
	    	 No Assignment
	  	 	17	  
	 14
	    	 Force Majeure
	  	 	17	  
	 15
	    	 Industry Event
	  	 	17	  
	 16
	    	 Notices
	  	 	18	  
	 17
	    	 Waiver
	  	 	18	  
	 18
	    	 General
	  	 	18	  
	 EXHIBIT A
	  	 	21	  
	 HOSTED RESERVATION SERVICES - NEW SKIES®
	  	 	21	  
	 1
	    	 Definitions
	  	 	21	  
	 2
	    	 Scope of Services
	  	 	24	  
	 3
	    	 Implementation Services
	  	 	24	  
	 4
	    	 Data Circuits
	  	 	30	  
	 5
	    	 Support Center Support
	  	 	30	  
	 6
	    	 New Skies by NAVITAIRE Functionality Included in Hosted Reservation Services
	  	 	31	  
	 7
	    	 Customer Hardware, Software, Connectivity and Network Requirements
	  	 	55	  
	 8
	    	 Service Levels and Service Level Targets
	  	 	58	  
	 EXHIBIT B
	  	 	66	  
	 (INTENTIONALLY OMITTED)
	  	 	66	  
	 EXHIBIT C
	  	 	67	  
	 NAVITAIRE CONTACTS
	  	 	67	  
	 1
	    	 NAVITAIRE Support Center
	  	 	67	  
	 2
	    	 NAVITAIRE Commercial Account Manager
	  	 	67	  
	 3
	    	 NAVITAIRE Account Executive Sponsor
	  	 	67	  
	 4
	    	 NAVITAIRE Financial Contacts
	  	 	67	  

  
 1 

							
	 EXHIBIT D
	  	 	68	  
	 CUSTOMER CONTACTS
	  	 	68	  
	 1
	    	 Customer Emergency Contact
	  	 	68	  
	 2
	    	 Customer Account Liaison
	  	 	68	  
	 3
	    	 Customer Executive Sponsor
	  	 	68	  
	 4
	    	 Customer Authorized Support Contact
	  	 	68	  
	 5
	    	 Customer Financial/Accounts Payable Contact
	  	 	69	  
	 EXHIBIT E
	  	 	70	  
	 POWERED BY NAVITAIRE® MARK
	  	 	70	  
	 1
	    	 Mandatory Use of the Mark
	  	 	70	  
	 2
	    	 Guidelines for Using the NAVITAIRE Wired Mark
	  	 	70	  
	 3
	    	 License Grants and Restrictions
	  	 	71	  
	 4
	    	 No Further Conveyances
	  	 	71	  
	 5
	    	 No Endorsement
	  	 	71	  
	 6
	    	 Termination
	  	 	71	  
	 7
	    	 The Mark
	  	 	71	  
	 EXHIBIT F
	  	 	72	  
	 (INTENTIONALLY OMITTED)
	  	 	72	  
	 EXHIBIT G
	  	 	73	  
	 HOSTED REVENUE ACCOUNTING SERVICES - SKYLEDGER®
	  	 	73	  
	 1
	    	 Definitions
	  	 	73	  
	 2
	    	 Scope of Services
	  	 	73	  
	 3
	    	 Implementation Services
	  	 	73	  
	 4
	    	 Data Circuits
	  	 	77	  
	 5
	    	 Included Support
	  	 	78	  
	 6
	    	 Scheduled Maintenance
	  	 	79	  
	 7
	    	 Hosted Revenue Accounting Services Functionality
	  	 	79	  
	 8
	    	 Customer Hardware, Software, Connectivity and Network Requirements
	  	 	83	  
	 9
	    	 System Errors and System Changes
	  	 	84	  
	 EXHIBIT H
	  	 	88	  
	 (INTENTIONALLY OMITTED)
	  	 	88	  
	 EXHIBIT I
	  	 	89	  
	 EXHIBIT J
	  	 	90	  
	 EXHIBIT K
	  	 	91	  
	 PRICE AND PAYMENT
	  	 	91	  
	 1
	    	 Fee Schedule
	  	 	91	  
	 WORK ORDER TERMS AND FORM
	  	 	97	  
	 1
	    	 Additional Terms
	  	 	97	  
	 2
	    	 Form of Work Order
	  	 	99	  
	 Appendix A
	  	 	102	  
	 Change Request Form
	  	 	102	  

  
 2 

 Hosted Services Agreement 

 

 NAVITAIRE HOSTED SERVICES AGREEMENT 

This Hosted Services Agreement (the “Agreement”) is made between Navitaire LLC, a Delaware corporation (“NAVITAIRE”) and
Concesionaria Vuela Compañía de Aviación, S.A.P.I. de C.V. (d.b.a. Volaris) a Mexican sociedad anónima promotora de inversion de capital variable, (“Customer”), and shall be effective as of
January 29, 2013 (“Effective Date”). 
 Recitals 

 

	A.	Accenture LLP is a global management consulting, technology services and outsourcing company. 

 

	B.	NAVITAIRE, wholly owned by Accenture LLP, is an airline technology services company, which provides various services such as hosted reservation and revenue management
services to airline companies worldwide. 

  

	C.	The parties desire that NAVITAIRE provide to Customer Hosted Services (as defined in Section 1), and Customer desires to purchase such Hosted Services on the terms
contained in this Agreement. 

 NOW, THEREFORE, the parties agree as follows: 

 

	1	Definitions 

 As used
herein, the following terms shall have the meanings accorded them in this Section 1. In the event of any conflict between a definition set forth in this Section 1 and in any one contained in an Exhibit to this Agreement, the definition
contained within such Exhibit shall control. 
  

	 	1.1	Affiliate of a party means any entity, whether incorporated or not, that is controlled by, controls, or is under common control with such party.
“Control” means the ability, whether directly or indirectly, to direct the affairs of another by means of ownership, contract or otherwise. 

  

	 	1.2	API(s) means Application Program Interface(s). 

  

	 	1.3	Confidential Information has the meaning set forth in Section 9.1 hereof. 

 

	 	1.4	Configurable Template means any of the templates comprising from time to time a part of the Hosted Services System and designed to permit Customer to configure
the presentation and interfaces of the Hosted Services through the use of API(s) made available by NAVITAIRE as a part of Hosted Services for such purpose. 

 

	 	1.5	Contract Year means each twelve (12) month period commencing at the Target Date listed for Hosted Reservation Services in Exhibit A. If Hosted Reservation
Services are not in scope of the Agreement, the Target Date in the applicable exhibit is used to determine the Contract Year. 

  

	 	1.6	Customer Authorized Support Contact(s) has the meaning set forth in Exhibit D. 

 

	 	1.7	Custom Enhancement Request means a request by Customer to modify the Hosted Services System used by NAVITAIRE to provide the Hosted Services.

  

	 	1.8	Customer Account Liaison has the meaning set forth in Exhibit D. 

  

	 	1.9	Customer Personal Data means data which is owned or controlled by Customer, which NAVITAIRE has access to and/or otherwise processes for the purpose and during
the provision of the Services, and which names or identifies a natural person including, without limitation: (a) data that is explicitly defined as a regulated category of data under data protection laws applicable to Customer;
(b) non-public personal data, such as national identification number, passport number, social security number, driver’s license number; (c) health or medical information, such as insurance information, medical prognosis, diagnosis
information or genetic information; (d) financial information, such as a policy number, credit card number and/or bank account number; and/or (e) sensitive personal data, such as race, religion, marital status, disability, or sexuality.

  
 3 

 Hosted Services Agreement 

 

	 	1.10	Deliverables mean Materials that are originated and prepared for Customer by the Service Provider (either independently or in concert with Customer or third
parties) and delivered to Customer during the course of the NPS Services under this Agreement, within the scope of a Work Order, as described in the Work Order form included in Exhibit L of this Agreement. 

 

	 	1.11	Emergency has the meaning set forth in Section 5 of Exhibits A and G. 

 

	 	1.12	Enhancement has the meaning set forth in Section 8 of Exhibit A and Section 9 of Exhibit G. 

 

	 	1.13	Hosted Reservation Services means the services described in Exhibit A; provided that if Hosted Reservation Services are not designated as being contracted for in
Section 2, Exhibit A shall be blank or not appended and this Agreement shall not cover such type of services. 

  

	 	1.14	Hosted Revenue Accounting Services means the services described in Exhibit G; provided that if Hosted Revenue Accounting Services are not designated as being
contracted for in Section 2, Exhibit G shall be blank or not appended and this Agreement shall not cover such type of services. 

  

	 	1.15	Hosted Services or Services means Hosted Reservation Services and/or Hosted Revenue Accounting Services, as designated in Section 2 of this Agreement.
Hosted Services are provided by NAVITAIRE and its Affiliates. 

  

	 	1.16	Hosted Services System means with respect to Hosted Reservation Services and Hosted Revenue Accounting Services, the hardware and software used by NAVITAIRE to
provide such Services as well as in each case any user or other documentation associated therewith (including Configurable Templates and any associated API(s)). 

 

	 	1.17	Implementation Services has the meaning set forth in Section 3 of Exhibits A and G. 

 

	 	1.18	Included Support has the meaning set forth in Section 5 of Exhibits A and G. 

 

	 	1.19	Initial Term has the meaning set forth in Section 5.1 hereof. 

  

	 	1.20	Interrupted Service means a complete system availability outage of ***** due to the following: 

 

	 	•	 	 NAVITAIRE controlled primary circuit network line being down; 

 

	 	•	 	 NAVITAIRE controlled server or router being down; or 

  

	 	•	 	 System Error which causes the system to be completely unavailable. 

 

	 	1.21	Invoicing Currency means the currency that NAVITAIRE uses in preparation of monthly Customer invoices. The Invoicing Currency for this Agreement is *****

  

	 	1.22	Major Release has the meaning set forth in Exhibit A, Section 8. 

 

	 	1.23	Mark has the meaning set forth in Section 4.11 hereof and in Exhibit E. 

 

	 	1.24	Materials mean work product and other materials, including without limitation, reports, documents, templates, studies, software programs in both source code and
object code, specifications, business methods, tools, methodologies, processes, techniques, solution construction aids, analytical frameworks, algorithms, know-how, processes, products, documentation, abstracts and summaries thereof.

  

	 	1.25	NAVITAIRE Account Manager means the NAVITAIRE Commercial Account Manager and/or other NAVITAIRE representatives as designated in Customer’s copy of the
NAVITAIRE Procedures Manual, provided by the NAVITAIRE Support Center. 

  

	 	1.26	NAVITAIRE Property has the meaning set forth in Section 7.2 hereof. 

  
 4 

 Hosted Services Agreement 

 

	 	1.27	NPS means Navitaire Professional Services. , a division of Navitaire LLC that specializes in providing custom solutions to NAVITAIRE customers.

  

	 	1.28	Passive/Informational Segment means a Segment on the host PNR for informational notice of flights on other airlines, which does not directly affect the
host’s flight inventory. 

  

	 	1.29	PNR means a Passenger Name Record, being an individual electronic record with a unique record locator number, which may contain one or more passenger names, but
does not necessarily contain active or inactive booked Segments. 

  

	 	1.30	Professional Services means the services performed for Customer by NAVITAIRE, as the Service Provider, pursuant to Exhibit L of this Agreement and a mutually
agreed, written Work Order, as contemplated by the Work Order form included in Exhibit L of this Agreement. 

  

	 	1.31	Segment or Host Segment means a nonstop individual booked flight segment or passive/informational segment. 

 

	 	1.32	Service Fees means the fees payable by Customer as specified in Exhibit K. 

 

	 	1.33	Service Levels means targets included in Exhibit A, Section 8. 

 

	 	1.34	Service Provider means the entity described in the Professional Services definition. 

 

	 	1.35	Support Center or NAVITAIRE Support Center means the NAVITAIRE facility that accepts phone and Internet based customer support tool service requests related to
Hosted Services. 

  

	 	1.36	Support Center Support has the meaning set forth in Section 5 of Exhibit A and G. 

 

	 	1.37	Support Fees means fees payable by Customer for applicable NAVITAIRE Support Center Support as specified in Exhibit K. 

 

	 	1.38	Target Date means the completion date for Implementation Services for each of the defined Hosted Services as outlined in Section 3 of Exhibits A and G
unless the Target Date has been changed as outlined in Exhibit K. In the event that Customer utilizes the Hosted Services for live production use before the Target Date, the Target Date will be deemed to be the first date of production use of such
Hosted Services. The specific Target Date for each of the Services is located in Section 3.9.1 of Exhibits A and G. 

  

	2	Scope of Services 

 For
purposes of this Agreement, Hosted Services include (as designated by ‘X’) the following: 
  

			
	 ‘X’

or ‘N/A’
	  	 Hosted Services

	X	  	Hosted Reservation Services (or certain types thereof), as designated in and the provision of which is governed by Exhibit A hereto.
	X	  	Hosted Revenue Accounting Services, as designated in and the provision of which is governed by Exhibit G hereto.

 In addition, the parties may further agree that NAVITAIRE will provide Professional Services pursuant to
Exhibit L, if the parties agree and execute a written Work Order in a form similar to the example contained within Exhibit L. 

Unless expressly identified as being hosted by NAVITAIRE in the table above, Customer shall be responsible for managing any hosted
environments required to support any NAVITAIRE or third party products. 
  

	3	NAVITAIRE Obligations 

NAVITAIRE shall perform the Hosted Services in accordance with this Agreement ***** NAVITAIRE may utilize subcontractors to perform its
obligations under this Agreement. ***** 

  
 5 

 Hosted Services Agreement 

 

	4	Customer Obligations 

  

	 	4.1	General Obligations. Customer shall comply with the obligations set forth herein including, but not limited to, those set forth in Exhibits A and G.

  

	 	4.2	Access and Cooperation. Customer will provide NAVITAIRE with access to and use of its data, internal resources, and facilities, and shall otherwise cooperate
with NAVITAIRE as reasonably required by NAVITAIRE, ***** in connection with the implementation and provision of Hosted Services. Customer gives permission to NAVITAIRE to transmit data to third parties *****. 

 

	 	4.3	Notice of Increased Usage and Hosted Reservation and/or Web Services Processing Capacity. Customer agrees to provide NAVITAIRE, on a confidential basis and
according to a NAVITAIRE pre-defined process, at least ***** advance written notice of any marketing initiatives, acquisitions, alliances, schedule changes, or promotions that may materially increase Customer’s usage of the Hosted Reservation
and/or Web Services or otherwise adversely impact the Hosted Reservation and/or Web Services System performance. Examples of this include, without limitation, free ticket/$0 fare promotions, new hub announcements, significant additional aircraft
purchases, etc. For the purposes of this Section, a material increase is an increase that generates a response greater than the peak Hosted Reservation and/or Web Services Processing Capacity, comprised of Segments booked per hour and Availability
Requests made per hour, as described in this Section. If Customer requires additional capacity above the peak Segments booked per hour and/or peak Availability Requests made per hour, NAVITAIRE will endeavor to provide a quote to Customer based on
the requirements and scope desired, and the timeline on which such additional capacity can be made available to Customer. 

 NAVITAIRE’s Hosted Reservation and/or Web Services Processing Capacity for ***** is based on multiplying the Monthly Minimum Segment Guarantee by ***** and dividing the result by *****). For the
purposes of illustration, if the Monthly Minimum Segment guarantee is ***** that number is multiplied by ***** and then divided by ***** The resulting ***** constitute the peak Hosted Services Processing Capacity for *****. 

The Hosted Reservation and/or Web Services Processing Capacity for Availability Requests (as defined in Exhibit A, Section 1) is
based on multiplying the number of looks defined in the Look to Booked Segment ratio (as provided in Exhibit K) by the monthly minimum Segment guarantee *****. For the purposes of illustration, if the Monthly Minimum Segment Guarantee is ***** the
monthly minimum Segment guarantee ***** is ***** divided by *****). The resulting ***** is the monthly minimum Segment guarantee *****. If the Look to Booked Segment ratio is defined as *****, the Hosted Reservation and/or Web Services Processing
Capacity for Availability Requests is calculated by taking the ***** and multiplying it by ***** The resulting ***** is the Hosted Services Processing Capacity for Availability Requests. 

NAVITAIRE will not be obligated to fulfill Service Level parameters, as outlined in Exhibit A, Section 8 when Customer’s volume
exceeds the peak Hosted Reservation and/or Web Services Processing Capacity for ***** and/or Availability Requests made per hour, as defined in this paragraph *****. 
  

	 	4.4	Notice of Additional Data Storage Requirements. During the Term of this Agreement NAVITAIRE agrees to provide Customer with completed travel historical data
storage capacity equal to ***** of historical PNR level booking activity detail available in the On-Line Transaction Processing (“OLTP”) database and accessible from the Hosted System interfaces, along with an additional ***** of read-only
historical PNR data available in the archive database and accessible from SkySpeed. If Customer desires additional data storage in excess of ***** available, Extended PNR Archiving may be contracted for as outlined in Exhibit K.

  
 6 

 Hosted Services Agreement 

 

	 	4.5	Annual Segment Forecast Update. Customer agrees to provide NAVITAIRE each ***** with projected annual Segment volume forecast for the following year. NAVITAIRE
will use Customer’s Segment forecast for business planning purposes for providing Hosted Services. 

  

	 	4.6	Customer Contacts. Customer initially designates the person set forth in Exhibit D, Section 2 as the Customer Account Liaison, being the primary authorized
contact for account management, project funding, performance, payment, and other commercial issues with respect to the Hosted Services. Customer further initially designates the person(s) set forth in Exhibit D, Section 6 as the Customer
Authorized Support Contact(s), being the authorized contact(s) to utilize the telephone support and Internet technical support system. Customer will ensure that all Customer Authorized Support Contact(s) will have received adequate training on the
Hosted Services. Customer may change their designated Customer Account Liaison or Customer Authorized Support Contact(s) by written notice to NAVITAIRE. 

  

	 	4.7	Customer Costs. Customer will be responsible for all its own costs and expenses except for those specifically assumed by NAVITAIRE under this Agreement.

  

	 	4.8	Use by Customer. Hosted Services and Confidential Information of NAVITAIRE are for the sole and exclusive use of Customer and excludes any Affiliates of Customer
***** Customer may, however, permit agents hired by Customer or Customer’s subcontractors to access the Hosted Services solely for the purpose of procuring Hosted Services for and on behalf of Customer; provided that ***** (a) Customer
promptly provides NAVITAIRE with the names of each such agent; and (b) each such agent agrees to be bound by: ***** confidentiality provisions ***** Section 9, ***** hereof. Customer may not transfer any Confidential Information of
NAVITAIRE, in any form whatsoever, to any other third party or allow any third party to access or use the Hosted Services or Confidential Information of NAVITAIRE without the prior written consent of NAVITAIRE. Any transfer of or access to the
Hosted Services or Confidential Information of NAVITAIRE in violation of this Section shall constitute a material breach of this Agreement. For purposes of reference, Section 7 contains further terms and conditions regarding Customer’s use
of the Hosted Services System. 

  

	 	4.9	Training. Except for any initial training provided by NAVITAIRE as described in Exhibits A and G, Customer will be responsible for training its employees and
authorized agents and subcontractors in the use of Hosted Services including, but not limited to, use of any new functions or Enhancements. *****. 

  

	 	4.10	Telecommunications and Equipment. Unless otherwise specified in Exhibits A and G, Customer shall be responsible for all telecommunication circuits used by
Customer in connection with the transmission of data between the Hosted Services System and Customer’s site(s). Customer shall provide, install, and operate compatible hardware and communications equipment, which meets NAVITAIRE required
specifications as listed in Exhibit A, Section 7 and Section 8 of Exhibit G, necessary for connecting to the Hosted Services System. Customer is required to have Internet access and Internet electronic mail capability in order to
communicate with NAVITAIRE support. Customer agrees to order all required circuits it is responsible for within ***** of execution of this Agreement. In the event that the Target Date is greater than ***** following the Effective Date of this
Agreement, Customer may order all required circuits at a later date but no less than ***** prior to the Target Date. The data circuits must be of capacity sufficient to accommodate all Hosted Services and meet any defined Service Levels. All
Customer connections to the NAVITAIRE network must be a Layer 3 connection via a router or firewall. Included in the standard pricing are ***** network rack space in the NAVITAIRE data center for Customer network hardware. All Customer network
devices must include rack mounting hardware and any device used for serial connections must include built-in CSU/DSUs. All Customer devices housed in the NAVITAIRE data center require console connections for remote access and maintenance (i.e.,
Out-of-band or Lights-out management). NAVITAIRE will provide ***** console connections to Customer in the standard pricing for this remote access and maintenance. Additional rates***** will apply if Customer requires more console connections or
rack space. 

  
 7 

 Hosted Services Agreement 

 

	 	4.11	Acknowledgment. Customer agrees to include the Powered by NAVITAIRE® Mark (the “Mark***** under the terms and conditions set forth in Exhibit E of this
Agreement. *****. 

  

	 	4.12	Post Implementation Upgrade Release Management. Customer agrees to use Hosted Services that are provided through the latest release of the NAVITAIRE
software***** included in the Hosted Services System and available for general distribution. ***** It is the intention of NAVITAIRE to make available and provide Support Center Support in respect to the most current version, or the latest version
“minus one”, of NAVITAIRE software included in the Hosted Services System, however *****, NAVITAIRE reserves the right to require Customer to utilize the then most current version. Customer will be responsible, on a time and materials
basis, for all costs associated with implementing an upgrade release including, but not limited to: project management; training; technical support; system integration services; business process analysis; and any required data transformation*****.
Upgrade release requests will be initiated using the standard NAVITAIRE Work Order process *****. 

  

	5	Term and Termination 

  

	 	5.1	Term. Unless otherwise terminated earlier under this Section 5, this Agreement shall commence on the Effective Date and continue for an Initial Term period
of ten (10) years following the first day of the month immediately following the Target Date for the respective Hosted Services. This Agreement will renew automatically for ***** additional ***** renewal terms unless one party provides written
notice of termination to the other party at least ***** prior to the end of the initial or any renewal term. NAVITAIRE may increase the Service Fees payable by Customer with respect to any renewal term; provided that NAVITAIRE gives Customer written
notice of such increase in Service Fees at least ***** prior to the end of the then current term, but otherwise the terms hereof and the Monthly Minimum Segment Guarantees applicable for the last year of the Initial Term shall likewise apply to each
renewal term. 

  

	 	5.2	Termination for Cause 

  

	 	5.2.1	This Agreement may be terminated as follows: 

 (a) by a party upon written notice to the other party in the event of material breach of the terms hereof by the other party which is not cured within ***** of written notice thereof; 

(b) by NAVITAIRE upon written notice to Customer, if Customer fails to pay any amount due hereunder within ***** of the due date,
NAVITAIRE provides written notice of such failure to Customer (which notice also constitutes the notice described in Section 6.5 hereof), and within ***** of delivery of such written notice such amount remains unpaid; 

(c) by a party if the other party becomes, or is party as debtor to a proceeding in which it is alleged to be, bankrupt, insolvent or
unable to pay its debts when due; or if it ceases to operate in the normal course of business, has a receiver appointed, or makes an assignment for the benefit of its creditors; 

(d) by Customer upon written notice to NAVITAIRE *****(e) ***** 
 (f) by Customer in the event***** 
  

	 	5.2.2	NAVITAIRE shall not be in breach ***** if its failure to perform hereunder is due to problems caused by Customer software and associated data, or by Customer
hardware other than that recommended by NAVITAIRE in Exhibit A, Section 7 and Section 8 of Exhibit G herein or other equipment failures for hardware or other equipment not maintained by NAVITAIRE. 

  
 8 

 Hosted Services Agreement 

 

	 	5.2.3	If Customer terminates due to material breach by NAVITAIRE, NAVITAIRE will ***** upon Customer’s request, provide Customer with Customer’s data for
contracted Hosted Services, which will be provided in a NAVITAIRE defined data extract format and delivered via electronic media*****. 

  

	 	5.2.4	If NAVITAIRE terminates due to Customer’s material breach, Customer will pay NAVITAIRE a sum comprised of: (i) *****; (ii) any reasonable
attorneys’ costs that NAVITAIRE incurs as a result of Customer’s material breach and subsequent termination. NAVITAIRE will, upon Customer’s request ***** provide Customer with duplicates of Customer’s data for contracted Hosted
Services, which will be provided in a NAVITAIRE defined data extract format and delivered via electronic media. 

  

	 	5.3	Termination for Convenience. 

  

	 	5.3.1	Upon the ***** anniversary of the live production use of the Hosted Reservation Services and for a period of ***** thereafter, *****: 

 

	 	a)	In the ***** prior to the *****.; and 

  

	 	b)	*****: 

  

	 	(i)	*****, or 

  

	 	(ii)	*****. 

  

	 	c)	For example under ***** above*****and *****. 

  

	 	5.4	Survival. No termination hereof shall release Customer from its obligation to pay NAVITAIRE in full for all Hosted Services performed by NAVITAIRE up to the date
of termination, nor shall it affect any other obligations hereunder which expressly or by reasonable implication is intended to survive termination, including those set forth in Sections 6, 7, 8, 9, 10, and 19 hereof. 

 

	6	Price and Payment 

  

	 	6.1	Service Fees. In consideration for the provision of Hosted Services by NAVITAIRE as set forth in this Agreement, Customer will pay NAVITAIRE the Service Fees as
set forth in Exhibit K and, as applicable, elsewhere in this Agreement. 

  

	 	6.2	Expenses. Customer shall bear all ***** expenses incurred by NAVITAIRE personnel in connection with travel to Customer’s site(s) to prepare for and to
implement the Hosted Services or to provide training, consulting, support, or other services at Customer’s site(s)*****. Such expenses shall include, without limitation, reasonable and timely air travel (it is NAVITAIRE’s policy to have
all personnel travel business class for all flights ***** ground transportation, quality lodging including high-speed internet access, and NAVITAIRE’s standard per-diems for meals and ***** incidentals. NAVITAIRE shall, whenever reasonably
possible, obtain advance written approval from Customer of applicable travel expenses and Customer may select one of the following options: 

  

	 	a)	Customer Arranged Travel. Customer may arrange any such flight with a view to obtaining good value or for industry confirmed discounted space travel, ground
transportation, and quality lodging, including high speed internet access. 

  

	 	b)	NAVITAIRE Arranged Travel. NAVITAIRE can obtain travel arrangements through the NAVITAIRE corporate travel agency. In this case and in recognition of volume corporate
discounts provided, NAVITAIRE will bill Customer, and Customer agrees to pay, the actual cost of such expenses. 

  

	 	6.3	 Payment Terms. All payments made under this Agreement shall be made in the Invoicing Currency either: (a) by electronic funds transfer,
prepaid, to the bank account designated on the invoice; or (b) by check drawn on a United States bank and delivered to the address indicated on the invoice. Except where otherwise specifically set forth in

  
 9 

 Hosted Services Agreement 

 

	 	
this Agreement, all payments under this Agreement are due within ***** Service Fees as stated in Exhibit K will be invoiced in advance at the beginning of each month for the Service Fees for the
monthly minimum Segment guarantees listed in the monthly recurring Service Fees for the Hosted Services to be rendered for that month. Following the actual service month, NAVITAIRE will reconcile actual Customer transactions, and invoice Customer
for any remaining balance. (By way of example, NAVITAIRE will invoice Customer on ***** for the Service Fees for the monthly minimum Segment guarantees for services to be performed from ***** through ***** *****, NAVITAIRE will reconcile using
Customer’s actual transaction activity for February and invoice Customer for any transaction fees exceeding the previously invoiced minimum Service Fees.) Any amounts not paid when due will bear interest at the lesser of: (a) *****; or
(b) the maximum rate allowable by law. In addition to any interest charge, any payments due that are more than ***** late will be subject to an automatic ***** late fee. 

 

	 	6.4	Fee Adjustment 

  

	 	6.4.1	Service Fees. The Service Fees identified in Exhibit K are all subject to the adjustments as set out in this Section 6.4.1 (the “Adjustable
Amounts”). The Adjustable Amounts shall be adjusted annually on ***** of each year ***** and each following one year anniversary thereafter (the “Adjustment Date”) to account for inflation. On the Adjustment Date, if the U.S. Bureau
of Labor Statistics Employment Cost Index for Compensation/Civilian Workers/White Collar/Professional and related Occupations (Not Seasonally Adjusted) as published by the Bureau of Labor Statistics of the Department of Labor (the “ECI”),
(the “Current Index”), increases from the ECI applicable twelve (12) months prior thereto (the “Base Index”), then effective as of such Adjustment Date, the Adjustable Amounts, as previously adjusted, will be increased by
the percentage that the Current Index increased from the Base Index. In such event, NAVITAIRE will provide to Customer a recalculation of the Adjustable Amounts. If the U.S. Bureau of Labor Statistics stops publishing the ECI or substantially
changes the content of the ECI, the parties will substitute another comparable measure published by a mutually agreeable source. The parties agree that ***** During the Initial Term as stated in Section 5.1 hereof, NAVITAIRE will not otherwise
increase the Service Fees for the Hosted Services functionality specified in Exhibit A, Section 6 and Section 7 of Exhibit G or for any subsequent functionality changes that are not defined as a Major Release. 

NAVITAIRE reserves the right to offer a Major Release which may include additional significant Enhancements such as API(s), Codeshare,
Customer Value Rules, Recognition and Intelligent Seating Enhancement Set, GoNow, and GDS Type A/EDIFACT connectivity, at an additional charge above the fees described in Exhibit K of this Agreement. Customer has the option***** of paying such
additional charges to enable such functionality or remain with current functionality and Hosted Services and fees as stated in Exhibit K. In the event that Customer accepts a significant Enhancement which will incur additional Service Fees, such
fees will be communicated to Customer in advance, in writing, and upon Customer’s written acceptance, will be added to the applicable Service Fees. 
  

	 	6.4.2	 Support Fees. The Support Fees identified in Exhibit K are all subject to the adjustments as set out in this Section 6.4.2 (the
“Adjustable Amounts”). The Adjustable Amounts shall be adjusted annually on ***** of each year following the Effective Date (the “Adjustment Date”) to account for inflation. During the term, if the U.S. Bureau of Labor Statistics
Employment Cost Index for Compensation/Civilian Workers/White Collar/Professional and related Occupations (Not Seasonally Adjusted) as published by the Bureau of Labor Statistics of the Department of Labor (the “ECI”), (the “Current
Index”), increases from the ECI applicable ***** prior thereto (the “Base Index”), then effective as of such Adjustment Date, the Adjustable Amounts, as previously adjusted, will be

  
 10 

 Hosted Services Agreement 

 

	 	
increased by the percentage that the Current Index increased from the Base Index. In such event, NAVITAIRE will provide to Customer a recalculation of the Adjustable Amounts. If the U.S. Bureau
of Labor Statistics stops publishing the ECI or substantially changes the content of the ECI, the Parties will substitute another comparable measure published by a mutually agreeable source. The parties agree that***** 

 

	 	6.4.3	Notice. NAVITAIRE shall give Customer not less than ***** prior written notice of any increase in the Service Fees or Support Fees. 

 

	 	6.5	Failure to Pay. If Customer fails to pay any ***** within ***** of the date due, NAVITAIRE may provide written reminder notice of such failure to Customer (this
notice also constitutes the notice described in Section 5.2.1 (b) of this Agreement). If, within ***** of delivery of such written notice such sum remains unpaid, NAVITAIRE may, without breach of this Agreement, discontinue performing
under this Agreement until all due but unpaid payments are received*****. 

  

	 	6.6	Taxes. Customer shall pay or, if NAVITAIRE so requires, reimburse NAVITAIRE for all taxes in connection with this Agreement***** ***** including, sales, use,
excise, value-added, goods and services, consumption, and other similar taxes or duties ***** any payment for service, product or technology provided by NAVITAIRE be subject to withholding tax *****, Customer shall reimburse NAVITAIRE for such
withholding tax. Each Party shall provide and make available to the other Party any resale, exemption, multiple points of use certificates, treaty certification and other exemption information reasonably requested by the other Party. If Customer
shall pay any tax incurred in connection with this Agreement, Customer agrees to remit to NAVITAIRE within ***** of issue, tax documents which support the payment of such taxes. Customer agrees to reimburse and hold NAVITAIRE harmless from any
deficiency (including penalties and interest) relating to taxes that are the responsibility of Customer under this paragraph. ***** Each party shall be responsible for taxes based on its own net income, employment taxes of its own employees, and for
taxes on any property it owns or leases. For purposes of this Agreement, taxes shall include taxes incurred on transactions between and among NAVITAIRE and its Affiliates. 

***** 
  

	7	License, Title, Modifications, and Covenants 

  

	 	7.1	License. NAVITAIRE will grant such access to Customer to the Hosted Services System as is necessary to use such System to obtain the Hosted Services in
accordance with NAVITAIRE policies and procedures, and subject to Section 7.2 of this Agreement, NAVITAIRE hereby grants Customer a non-exclusive, non-transferable, worldwide license to use the Hosted Services System to the extent of the access
provided during the term of this Agreement solely for the purposes of obtaining Hosted Services in accordance herewith *****. 

 All licenses will be transferred by remote telecommunications from NAVITAIRE’s place of business, to or through Customer’s computer, and Customer will not obtain possession of any tangible
personal property, such as electronic storage media. 
  

	 	7.2	 Title. Subject to Sections 7.1 and 7.3 of this Agreement, NAVITAIRE hereby retains all of its right, title, and interest in and to the Hosted
Services System, and copyrights, patents, trademarks, service marks, design rights (whether registered or unregistered), trade secrets, know-how, expertise, and all other similar proprietary rights associated therewith (“Intellectual Property
Rights”) and/or which are developed in connection with this Agreement, irrespective of whether developed by NAVITAIRE individually or by NAVITAIRE and Customer jointly (the “NAVITAIRE Property”), which shall include without
limitation: (a) the source code of software included in the NAVITAIRE Property, where applicable; and (b) all modifications, extensions, upgrades, and derivative works of the NAVITAIRE Property. In confirmation of NAVITAIRE’s right,
title and interest in the 

  
 11 

 Hosted Services Agreement 

 

	 	
NAVITAIRE Property as set forth in the preceding sentence of this Section 7.2, Customer hereby assigns to NAVITAIRE all of its right, title and interest in and to the NAVITAIRE Property.
***** 

  

	 	7.3	Modifications 

  

	 	7.3.1	By NAVITAIRE. Without prejudice to Section 6.4 of this Agreement or any other provision of this Agreement, NAVITAIRE may upgrade, modify and replace the
Hosted Services System or any part thereof at any time during the term of this Agreement, provided that: 

  

	 	a)	NAVITAIRE notifies Customer at least ***** prior to implementation of any upgrades or replacements of the Hosted Services System which are likely to materially alter
the delivery of Hosted Services; 

  

	 	b)	all upgrades and replacements which might reasonably be expected to materially alter the delivery of Hosted Services are scheduled for implementation as reasonably
required by NAVITAIRE*****; and 

  

	 	c)	with introduction of any upgrades***** or replacements, NAVITAIRE maintains the comparable level of services. 

Nothing in this Section 7.3.1: (i) releases NAVITAIRE from providing Hosted Services under the terms and conditions of this
Agreement; or (ii) obligates NAVITAIRE to upgrade or replace the Hosted Services System at any time. It is the intention of NAVITAIRE to make available and provide Support Center Support in respect to the most current version, or the most
recent prior release of the current version, of NAVITAIRE software included in the Hosted Services System; however, ***** NAVITAIRE reserves the right to require Customer to utilize the then most current version. 

 

	 	7.3.2	By Customer. Customer shall not reverse engineer, disassemble, decompile, unlock, copy, alter, modify, change, create derivatives of or in any other way
reproduce or use any of the software code, programs, or components of the Hosted Services System, provided that: 

  

	 	a)	Customer may use the API(s) provided by NAVITAIRE from time to time for such purpose as a part of Hosted Services solely to configure the Configurable Templates for use
as a part of such Services; and 

  

	 	b)	Without prejudice to the rights of Customer in its trademarks and services, Customer shall have no right following termination of this Agreement to use the Configurable
Templates or any configurations thereof, or any API(s) or source code provided by NAVITAIRE, or any modifications, changes or derivatives thereof created, in any such case whether created by or for Customer or otherwise, all of which are hereby
assigned by Customer to NAVITAIRE as contemplated by Section 7.2 hereof. 

  

	 	7.4	Customer Covenants. Customer hereby covenants and agrees that: 

  

	 	a)	the NAVITAIRE Property may be used by NAVITAIRE and its Affiliated companies to facilitate delivery of similar services to other customers; and

  

	 	b)	Customer shall not access or use any API(s) embedded in the Hosted Services System except as authorized by NAVITAIRE and in connection with the Hosted Services; and

  

	 	c)	without limiting the provisions set forth in Section 4.8 of this Agreement, no person other than Customer ***** (including no Affiliate of Customer, merger,
acquisition, or otherwise), shall obtain access to Hosted Services or use the Hosted Services System absent a written agreement signed by NAVITAIRE; and 

  
 12 

 Hosted Services Agreement 

 

	 	d)	NAVITAIRE has enabled features in its Hosted Services to allow Customers and third parties to access the Hosted Services and to modify certain NAVITAIRE products and
applications, using software products and applications not developed by NAVITAIRE. Should there be a failure of a software product or application not developed by NAVITAIRE, or should such software product or application cause NAVITAIRE provided
Hosted Services to fail or to be adversely impacted, NAVITAIRE shall, at its sole ***** discretion, disable the offending software product or application, deny access to NAVITAIRE Hosted Services, and hold Customer liable for all damages incurred by
NAVITAIRE in such circumstance. Software products and applications or modification to software products or applications not developed by NAVITAIRE that fail or cause NAVITAIRE Hosted Services to fail shall also suspend any Service Levels in this
Agreement or other commitments previously agreed between the parties. 

  

	 	7.5	Mutual Covenants. Each party represents and warrants to the other party that as of the Effective Date of this Agreement: 

 

	 	a)	it has the requisite power and authority to enter into this Agreement and to carry out the transactions contemplated by this Agreement; and 

 

	 	b)	the execution, delivery and performance of this Agreement and the consummation of the transactions contemplated by this Agreement shall not constitute a material
default under any material contract by which it or any of its material assets are bound, or an event that would, with notice of lapse of time or both, constitute such a default. 

 

	 	7.6	Compliance With Laws 

  

	 	7.6.1	Notwithstanding any other provision of this Agreement to the contrary other than Section 7.6.2 below, each party will retain responsibility for its
compliance with all applicable laws and regulations relating to its respective business and facilities and the provision of services to third parties. In performing their respective obligations under this Agreement, neither party will be required to
undertake any activity that would violate any applicable laws or regulations. 

  

	 	7.6.2	Notwithstanding any other provision of this Agreement to the contrary: 

 

	 	a)	Each party shall retain responsibility for its compliance with all applicable export control laws and economic sanctions programs relating to its respective business,
facilities, and the provision of services to third parties; and 

  

	 	b)	Neither Party shall be required by the terms of this Agreement to be directly or indirectly involved in the provision of goods, software, Deliverables, work, services
and/or technical data that may be prohibited by applicable export control or economic sanctions programs. 

Applicable export control or economic sanctions programs may include U.S. export control laws such as the Export Administration
Regulations and the International Traffic in Arms Regulations, and U.S. economic sanctions programs that are or may be maintained by the U.S. Government, including sanctions currently imposed against Belarus, Burma (Myanmar), Cuba, Iran, Iraq, Ivory
Coast, Liberia, North Korea, Sudan, Syria and Zimbabwe, as well as Specially Designated Nationals and Blocked Persons programs. NAVITAIRE and Customer will comply with U.S. export control and U.S. economic sanctions laws with respect to the export
or re-export of U.S. origin goods, software, services and/or technical data, or the direct product thereof. 
 The parties
understand and agree that this Agreement shall not require NAVITAIRE to provide or support services involving Cuba, Iran, Myanmar (Burma), Sudan, Syria, North Korea, Specially Designated Nationals, and/or Blocked Persons, either directly or
indirectly, including through the use of subcontractors. 

  
 13 

 Hosted Services Agreement 

 

 Prior to providing NAVITAIRE with any goods, software, Deliverables, work, services
and/or technical data subject to export controls controlled at a level other than EAR99/AT, Customer shall provide written notice to NAVITAIRE specifying the nature of the controls and any relevant export control classification numbers. NAVITAIRE
may decline to receive goods, software, services and/or technical data subject to export controls at a level other than EAR99/AT. Customer shall take steps to ensure that where NAVITAIRE is required to provide any entity/third party with any goods,
software, Deliverables, work, services and/or technical data arising from or under the performance of this Agreement, Customer shall take steps to ensure that any such provision of goods, software, Deliverables, work, services and/or technical data
to such entity is not subject to restrictions or prohibitions under applicable export control or economic sanctions programs. 

NAVITAIRE shall have the right, at its sole discretion, to refrain from being directly or indirectly involved in the provision of goods,
software, Deliverables, work, services and/or technical data that may be prohibited by applicable export control laws or economic sanctions programs, without liability to Customer. 

 

	8	Indemnification 

  

	 	8.1	Rights to Indemnification. Each party shall defend the other party from any claims that any product, service, information, materials or other item provided by
such party under this Agreement infringes *****; and indemnify such party for ***** in relation to such claim; provided that, however, a party shall have no defense or indemnity obligation under this Section 8.1 to the extent any such
infringement results from: (a) the use of any software provided by the indemnifying party in combination, operation or use with software or hardware not provided by such indemnifying party; provided that, however, such exclusion shall not apply
to the use by Customer of the Hosted Services System in connection with the hardware and software identified on the applicable Exhibit hereto; (b) the use of any Hosted Services System in a modified state which was not authorized by the
indemnifying party; or (c) use of a version of the software included in the Hosted Services System without having implemented all of the updates within a reasonable period after such updates were provided by the indemnifying party and the
indemnified party was advised that such update was intended to address an alleged infringement. Without limiting the foregoing indemnification obligations, if any product, service, information, material or other item of the indemnifying party is, or
in the indemnifying party’s opinion is likely to be held to be, an infringing material, then the indemnifying party may, at its option: (i) procure the right to continue using it; (ii) replace it with a non-infringing equivalent;
(iii) modify it to make it non-infringing*****; or (iv) if none of the foregoing can be accomplished in a commercially reasonable manner, cease using, and require the indemnified party to cease using such item, and if such cessation
renders it impractical to continue the contractual relationship contemplated hereby, either party may also terminate this Agreement. The foregoing remedies constitute the indemnified party’s sole and exclusive remedies and the indemnifying
party’s entire liability with respect to infringement. 

  

	 	8.2	Notice and Control of Action. The party seeking indemnification in respect of any actual or potential claim or demand shall notify the other party within *****
after it receives written documents relating to such claim. The indemnifying party shall have no obligation to indemnify the other party to the extent such other party fails to give the notice within the specified period set forth in the preceding
sentence and such failure materially prejudices the indemnifying party. The indemnifying party shall have the right, at its sole cost, expense, and liability, to appoint counsel of its choice and to litigate, defend, settle or otherwise attempt to
resolve any such claim, provided that the indemnified party shall have the right to consent to any settlement, which consent will not be unreasonably withheld. 

  
 14 

 Hosted Services Agreement 

 

	9	Confidential Information 

  

	 	9.1	Notification. During the term of this Agreement, either party may receive or have access to ***** technical information, as well as information about product
plans and strategies, promotions, customers, ***** and related non-technical business information that the disclosing party considers to be ***** confidential and which each party agrees shall be marked as confidential at the time of disclosure, or
if disclosed orally but stated to be confidential, shall be designated as confidential in a document prepared by the disclosing party that summarizes the Confidential Information disclosed and sent to the receiving party within ***** after such
verbal disclosure *****; provided that the Hosted Services System shall in any event be dealt with as confidential information of NAVITAIRE (with respect to a party its “Confidential Information”). The fees payable under, and the material
terms of, this Agreement are agreed to be Confidential Information of each party. 

  

	 	9.2	Use and Protection of Information. Confidential Information may be used by the receiving party only in furtherance of the transactions contemplated by this
Agreement, and only by those employees of the receiving party and its agents or subcontractors who have a need to know such information for purposes related to this Agreement, provided that such agents or subcontractors have signed separate
agreements containing substantially similar confidentiality provisions. Except as permitted in this Agreement, ***** The receiving party and its agents and subcontractors shall protect the Confidential Information of the disclosing party by using
the same degree of care (but not less than a reasonable degree of care) to prevent the unauthorized use, dissemination, or publication of such Confidential Information as the receiving party uses to protect its own confidential information of a like
nature and value. The receiving party’s, as well as its agents’ and subcontractors’, obligation under this Section shall be for a period of ***** after the date of disclosure or ***** from the end of the Agreement term, whichever is
greater; provided that the obligation of Customer to refrain from using, and to protect the confidentiality of the Hosted Services System and Professional Services and Deliverables shall continue indefinitely. 

 

	 	9.3	Exclusions. Nothing in this Agreement shall prohibit or limit either party’s use of information which it can demonstrate by written evidence was:
(a) previously known to it without obligation of confidence; (b) independently developed by it; (c) acquired by it from a third party which is not, to its knowledge, under an obligation of confidence with respect to such information;
or (d) which is or becomes publicly available through no breach of this Agreement. 

  

	 	9.4	Subpoena. In the event a receiving party or its agents and subcontractors receives a subpoena or other validly issued administrative or judicial process
requesting Confidential Information of the other party, the receiving party shall provide prompt notice to the other of such subpoena or other process. The receiving party, its agents and subcontractors, as the case may be, shall thereafter be
entitled to comply with such process to the extent required by law. If a party or its agents and subcontractors is served with a subpoena or other validly issued administrative or judicial process in relationship to the matters contemplated hereby
and arising from a proceeding in which the other party is a defendant and the served party, its agents and subcontractors, is not, such other party shall pay all the reasonable out-of-pocket expenses of the served party, its agents and
subcontractors, associated with such subpoena or other administrative or judicial process. 

  

	 	9.5	Privacy of Information. NAVITAIRE shall protect Customer Personal Data during performance of the Services in accordance with laws to which NAVITAIRE is subject
as a service provider or data processor and any specific written instructions or protocols that are agreed in writing by the parties as may be reasonably needed in order to support Customer’s compliance with laws to which it is subject.

  
 15 

 Hosted Services Agreement 

 

 In the event that NAVITAIRE will process Customer Personal Data of EU origin (as those
terms are defined by EU Data Protection Directive 95/46/EC), then NAVITAIRE and Customer shall execute the standard contractual clauses for transfers to Processors located in third countries authorized by EU Commission Decision 85/2010 (“EU
Model Clauses”). 
  

	 	9.6	Upon termination of this Agreement, *****. 

  

	10	Disclaimers and Limitations 

 NOTWITHSTANDING ANYTHING TO THE CONTRARY CONTAINED IN THIS AGREEMENT: 
  

	 	10.1	THE AGGREGATE LIABILITY OF NAVITAIRE UNDER OR IN CONNECTION WITH THIS AGREEMENT AND THE PROVISION OF HOSTED SERVICES TO CUSTOMER, REGARDLESS OF THE FORM OF
ACTION GIVING RISE TO SUCH LIABILITY (WHETHER IN CONTRACT, TORT, OR OTHERWISE), SHALL NOT EXCEED THE LARGER OF ***** OR THE AGGREGATE AMOUNT PAID BY CUSTOMER FOR SERVICE FEES DURING THE ***** PRECEDING THE DATE SUCH LIABILITY IS PAID;

  

	 	10.2	NAVITAIRE HEREBY DISCLAIMS AND EXCLUDES ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY WARRANTY OF MERCHANTABILITY, FITNESS FOR A
PARTICULAR PURPOSE, OR NON-INFRINGEMENT OF THIRD PARTY RIGHTS BASED ON THE USE OR POSSESSION OF ANY PRODUCT, SERVICE OR RELATED MATERIALS PROVIDED UNDER THIS AGREEMENT BY NAVITAIRE; 

 

	 	10.3	NAVITAIRE INTERRUPTED SERVICE WILL NOT INCLUDE DOWNTIME DUE TO DENIAL OF SERVICE (“DOS”) ATTACKS ON CUSTOMER WEB SITES; 

 

	 	10.4	NEITHER PARTY SHALL BE LIABLE FOR ANY EXEMPLARY, SPECIAL, PUNITIVE, INDIRECT, CONSEQUENTIAL, OR INCIDENTAL DAMAGES OF ANY KIND, OR LOSS OR EXPENSES (INCLUDING,
BUT NOT LIMITED TO, BUSINESS INTERRUPTION, LOST BUSINESS, LOST PROFITS, OR LOST SAVINGS) EVEN IF THE PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES; 

 

	 	10.5	WITH THE EXCEPTION OF THE PROVISION SET FORTH IN SECTION 8.1, NAVITAIRE SHALL NOT BE LIABLE FOR ANY CLAIMS OF THIRD PARTIES RELATING TO THIS AGREEMENT AND TO THE
PROVISION OF HOSTED SERVICES, AND CUSTOMER SHALL DEFEND NAVITAIRE FROM, AND INDEMNIFY AND HOLD NAVITAIRE HARMLESS AGAINST, ALL SUCH CLAIMS; 

  

	 	10.6	EACH PARTY HAS A DUTY ***** TO MITIGATE THE DAMAGES THAT WOULD OTHERWISE BE RECOVERABLE FROM THE OTHER PARTY PURSUANT TO THIS AGREEMENT, BY TAKING APPROPRIATE
AND COMMERCIALLY REASONABLE ACTIONS TO REDUCE OR LIMIT THE AMOUNT OF SUCH DAMAGES OR AMOUNTS; AND 

  

	 	10.7	***** *****. 

 THE FOREGOING
STATES THE ENTIRE LIABILITY OF NAVITAIRE WITH REGARD TO THIS AGREEMENT AND THE PROVISION OF HOSTED SERVICES HEREUNDER. THE LIMITATIONS OF LIABILITY CONTAINED IN THIS SECTION 10 ARE A FUNDAMENTAL PART OF THE BASIS OF NAVITAIRE’S BARGAIN
HEREUNDER, AND NAVITAIRE WOULD NOT ENTER INTO THIS AGREEMENT ABSENT SUCH LIMITATIONS. 
  

	11	Publicity 

 All
advertising, press releases, public announcements and public disclosures by either party relating to this Agreement which includes: (i) the other party’s name, trade names, trademarks, logos, service marks or trade dress (collectively,
“Name”); or (ii) language from which the connection of such Name may be inferred or implied, will be coordinated with and subject to approval by both parties prior to release; provided, however, that (iii) either party may
indicate to 

  
 16 

 Hosted Services Agreement 

 

 
third parties that NAVITAIRE is providing services to Customer, including NAVITAIRE’s right to use Customer’s Name within an airline “tailfin” shape for that purpose; and
(iv) NAVITAIRE may use Customer as a reference. 
  

	12	Relationship of the Parties 

 The relationship of the parties under this Agreement is and at all times shall remain that of independent contractors. Nothing in this Agreement or the attached Exhibits shall be construed to create a
joint venture, partnership, franchise, employment or agency relationship between the parties to this Agreement, and accordingly, neither party shall represent itself as having, nor does either party have, the right, power, or authority to bind or
otherwise create any obligation or duty, express or implied, on behalf of the other party in any manner whatsoever. ***** 
  

	13	No Assignment 

 Neither
party to this Agreement shall have the right to assign this Agreement or any right or obligation hereunder, whether by operation of law or otherwise, without the prior written consent of the other party*****, provided that NAVITAIRE may assign or
delegate obligations ***** to: (i) any of its Affiliates; and/or (ii) to any entity that acquires all or substantially all of the assets of NAVITAIRE or to successor in a merger or acquisition of NAVITAIRE *****. 

 

	14	Force Majeure 

  

	 	14.1	Each Party will be excused from performance under this Agreement (other than obligations to make payments that have become due and payable pursuant to this
Agreement *****) for any period and to the extent that it is prevented from performing any obligations pursuant to this Agreement, in whole or in part, as a result of a Force Majeure Event. If either Party is prevented from, or delayed in performing
any of its obligations under this Agreement by a Force Majeure Event, it will promptly notify the other Party by telephone (to be confirmed in writing within five days of the inception of the delay) of the occurrence of a Force Majeure Event and
describe, in reasonable detail, the circumstances constituting the Force Majeure Event and of the obligations, the performance of which are thereby delayed or prevented. Such Party will continue to use commercially reasonable efforts to recommence
performance whenever and whatever extent possible without delay. 

  

	 	14.2	A “Force Majeure Event” will mean the occurrence of an event or circumstance beyond the reasonable control of a Party, and will include, without
limitation; (i) explosions, fires, flood, earthquakes, catastrophic weather conditions, diseases, or elements of nature or acts of God; (ii) acts of war (declared or undeclared), acts of terrorism, insurrection, riots, civil disorders,
rebellion or sabotage; (iii) acts of national, prefectural, local or foreign governmental authorities or courts, national or state of emergencies, or changes in laws; (iv) labor disputes, lockouts, strikes or other industrial action,
whether direct or indirect and whether lawful or unlawful; (v) failures or fluctuations in electrical power or telecommunications service or equipment, expropriation, condemnation of facilities or destruction, in whole or part, of the equipment
or property necessary to perform the Services; and (vi) delays or failures caused by the other Party or the other Party’s performance or third party nonperformance (except that a Party will not be excused for delays or failures caused by
such Party’s ***** subcontractors or agents unless the event or circumstance is a Force Majeure Event as to such ***** subcontractor or agent). 

  

	 	14.3	In case such Force Majeure Event *****. 

  

	 	14.4	If the Force Majeure Event continues for a period of *****, *****. 

 

	15	Industry Event 

 In the
event of *****Factors to be considered include but are not limited to the following***** 

  
 17 

 Hosted Services Agreement 

 

	16	Notices 

 All notices and
communications that are permitted or required under this Agreement shall be in writing and shall be sent to the address of the parties as set forth immediately below, or such other address as the representative of each party may designate by notice
given in accordance with this Section. Any such notice may be delivered by hand, by overnight courier or by facsimile transmission, and shall be deemed to have been delivered upon receipt. 

As of the date of this Agreement, the addresses of the parties are as follows: 

 

					
	  	  	 VOLARIS
	  	 NAVITAIRE

			
	Attention:	  	*****	  	*****
			
	Address:	  	*****	  	*****
			
	Telephone:	  	*****	  	*****
			
	Fax:	  	*****	  	*****

  

	17	Waiver 

 Neither
party’s failure to exercise any of its rights under this Agreement shall constitute or be deemed to constitute a waiver or forfeiture of such rights. 
  

	18	General 

  

	 	18.1	Entire Agreement, Amendments, and Work Orders. This Agreement and its Exhibits constitute the entire agreement between NAVITAIRE and Customer, and supersede any
prior or contemporaneous communications, representations, or agreements between the parties, whether oral or written, regarding the subject matter of this Agreement. The terms and conditions of this Agreement may not be changed except by an
amendment signed by an authorized representative of each party. Professional Services and Deliverables will be requested in a Work Order, in a form similar to the example attached as Exhibit L, and shall be executed by an authorized representative
of Customer and Service Provider. 

  

	 	18.2	Headings and Counterparts. The headings in this Agreement are for the convenience of the parties only and are in no way intended to define or limit the scope or
interpretation of the Agreement or any provision hereof. This Agreement may be executed in two or more counterparts, each of which will be deemed to be an original, but all of which together will constitute one agreement binding on the parties,
notwithstanding that both parties are not signatories to the original or the same counterpart. 

  

	 	18.3	Applicable Law and Jurisdiction. This Agreement is made under and shall be construed in accordance with the laws of the State of New York without giving effect
to that jurisdiction’s choice of law rules. For the sole and exclusive purpose of seeking injunctive relief in accordance with Section 18.5 below, both parties hereby consent and submit to the sole and exclusive jurisdiction of the federal
courts of the Southern District of New York, in all questions and controversies arising out of this Agreement, and agree that such court is the most appropriate and convenient court to settle any dispute, and accordingly waive the right to argue to
the contrary. 

  

	 	18.4	Severability. If any term or provision of this Agreement is held to be illegal or unenforceable, the validity or enforceability of the remainder of this
Agreement shall not be affected. 

  

	 	18.5	Dispute Resolution. Any dispute between the parties with respect to interpretation of any provision of this Agreement or with respect to performance by NAVITAIRE
or Customer shall be resolved as specified in this Section 18.5. 

  

	 	18.5.1	 Upon the request of either party, each party will appoint a designated representative whose task it will be to meet for the purpose of
endeavoring to 

  
 18 

 Hosted Services Agreement 

 

	 	
resolve such dispute. The designated representatives shall discuss the problem and negotiate in good faith in an effort to resolve the dispute without the necessity of any formal proceeding.
*****. 

  

	 	18.5.2	If the designated representatives do not resolve the dispute within ***** after the request to appoint a designated representative is delivered to a party, then
the dispute shall escalate to the Vice President, Customer Operations of NAVITAIRE and the Chief Commercial Officer of Customer, for their review and resolution within the next *****. During such time, the amount subject to dispute shall be placed
in a mutually agreed escrow account and held there pending resolution of the dispute. All other applicable fees not affected by the dispute are due as specified within this Agreement. 

 

	 	18.5.3	If the dispute is not resolved by the parties under Section 18.5.1 or 18.5.2 hereof, the parties may initiate formal proceedings. With the sole exception of
an action seeking only injunctive relief for a breach hereof *****, any controversy or claim arising out of or relating to this Agreement, or the making, performance or interpretation thereof, including without limitation alleged fraudulent
inducement thereof, ***** be settled ***** *****, New York by one arbitrator in accordance with the Rules of Commercial Arbitration of the American Arbitration Association. Judgment upon any arbitration award may be entered in any court having
jurisdiction thereof. *****. 

  

	 	18.5.4	The parties hereby agree that if any dispute or controversy proceeds to arbitration, the arbitrator appointed pursuant to Section 18.5 shall award the
prevailing party its costs, including reasonable attorneys’ fees and costs, to the degree of such prevailing party’s success. 

  

	 	18.5.5	The parties agree to continue performing their respective obligations under this Agreement while the dispute is being resolved; provided, however, if the dispute
is regarding nonpayment by Customer, NAVITAIRE shall not be required to continue performance of its obligations: (a) unless Customer continues to pay all disputed amounts to NAVITAIRE or to an escrow account structured by agreement of the
parties; or (b) if the continuing provision of services to Customer in the absence of receipt by NAVITAIRE of the disputed payment poses a material financial burden on NAVITAIRE. 

 

	 	18.6	Third Party Procurement. NAVITAIRE has a number of relationships with third party vendors for products and services made available to users of the NAVITAIRE
suite. NAVITAIRE utilizes these third party vendors in order to provide a comprehensive offering for the benefit of the customer base. In some cases, NAVITAIRE may receive compensation from these third party vendors. 

 

	 	18.7	Exhibits. The Exhibits attached and listed below are part of this Agreement: 

 

	 	•	 	 Exhibit A: Hosted Reservation Services - New Skies® 

 

	 	•	 	 Exhibit B: (INTENTIONALLY OMITTED) 

  

	 	•	 	 Exhibit C: NAVITAIRE Contacts 

  

	 	•	 	 Exhibit D: Customer Contacts 

  

	 	•	 	 Exhibit E: Powered by NAVITAIRE® Mark 

  

	 	•	 	 Exhibit F: (INTENTIONALLY OMITTED) 

  

	 	•	 	 Exhibit G: Hosted Revenue Accounting Services - SkyLedger® 

 

	 	•	 	 Exhibit H: (INTENTIONALLY OMITTED) 

  

	 	•	 	 Exhibit I: (INTENTIONALLY OMITTED) 

  
 19 

 Hosted Services Agreement 

 

	 	•	 	 Exhibit J: (INTENTIONALLY OMITTED) 

  

	 	•	 	 Exhibit K: Price and Payment 

  

	 	•	 	 Exhibit L: Work Order Terms and Form 

 IN WITNESS WHEREOF, NAVITAIRE and Customer, each acting with proper authority, have caused this Agreement to be executed as of the date set forth below. 

 

									
	Signed for and on behalf of:	 		 	Signed for and on behalf of:
			
	CONCESIONARIA VUELA COMPAÑÍA DE AVIACIÓN, S.A.P.I. DE C.V. (d.b.a. VOLARIS)	 		 	Navitaire, LLC
					
	Signature:	 	/s/ Holger Blankenstein	 		 	Signature:	 	/s/ John Dabkowski
					
	Printed Name:	 	Holger Blankenstein	 		 	Printed Name:	 	John Dabkowski
					
	Title:	 	Director Comercial CCO	 		 	Title:	 	Chief Executive Officer
					
	Date:	 		 		 	Date:	 	
					
	Signature:	 	/s/ Fernando Suarez	 		 		 	
					
	Printed Name:	 	Fernando Suarez	 		 		 	
					
	Title:	 	Chief Financial Officer	 		 		 	
					
	Date:	 		 		 		 	

  
 20 

 Hosted Services Agreement 

 

 EXHIBIT A 

HOSTED RESERVATION SERVICES – NEW SKIES® 
 Conflict and Exhaustion of Provisions 
 In the event that there exists any conflict between
any term, condition or provision contained within this Exhibit and in any term, condition, or provision contained within the Agreement, the term, condition, or provision contained within this Exhibit shall control. Further, the rights, obligations,
and privileges of the parties shall be determined first by reference to this Exhibit, as opposed to the Agreement. For purposes of clarification, the rights, obligations, and privileges contained within this Exhibit shall control and govern any
dispute between the parties until all such rights, obligations, and privileges have been exhausted in their entirety; and only after such time shall the rights, obligations, and privileges of the parties be determined by reference to the Agreement.

  

	1	Definitions 

 As used in
and for purposes of this Exhibit, the following terms shall be defined as set forth in this Exhibit. In the event that there exists any conflict between a definition set forth in this Exhibit and in any definition contained within Section 1 of
the Hosted Services Agreement (the “Agreement”), the definition set forth in this Exhibit shall control. 
  

	 	1.1	Ancillary Component means a product or service other than Customer-originating flights sold by Customer using the Hosted Reservation Services. Examples include:
an insurance policy purchase, a car hire/rental, a hotel reservation/purchase, an add-on activity such as a 1-hour helicopter tour, souvenir t-shirt, etc. For clarification purposes, Ancillary Components (i) are usually non-flight products or
services but can also include flights not provided by Customer, but sold through the Travel Commerce functionality; and (ii) exclude any Segment under this Agreement. 

 

	 	1.2	Authorization Services has the meaning set forth in Section 7.4.1 hereof. 

 

	 	1.3	Availability Request means a request for a fare and/or inventory and/or Ancillary Component across *****. Availability Requests are further defined as:

  

	 	a)	Standard Availability Calls are single or multi-day searches for fares, inventory or ancillary components (e.g. *****) and are calculated as ***** Journey or Ancillary
Component *****, across *****. For purposes of illustration, a request for flights from ***** would be ***** whereas a request for flights from *****, 2012 would be *****. 

A round trip or multi-city search using a Standard Availability Call requesting flights are computed as ***** for each *****, for each
*****. For purposes of illustration, ***** request for a ***** is calculated as *****. For additional purposes of illustration, *****is calculated as ***** 
 Technical call types that are defined as Standard Availability Calls are GetAvailability, GetTripAvailability, GetUpgradeAvailability, or similarly functioned future calls. 

 

	 	b)	Low Fare Availability Calls are utilized in the Low Fare Finder tool and are further defined as either Unloaded or Loaded: 

Unloaded Low Fare Availability Calls are calculated as ***** for each set of *****. For purposes of illustration, where the Low Fare
Finder is configured to return ***** on either side of the requested booking date, for each outbound ***** and/or return ***** the unloaded low fare search in all cases is ***** for each requested *****, regardless of the *****. For additional
clarification, *****is calculated as *****. 

  
 Exhibit A - 21

 Hosted Services Agreement 

 

 Unloaded Low Fare Availability Calls, when utilized in a *****, will be calculated as
***** for each requested ***** of low fare searches. For purposes of illustration, *****is calculated as ***** 
 Loaded Low
Fare Availability Calls are calculated as ***** for each ***** across *****. For purposes of illustration, where the Low Fare Finder is configured to return ***** on either side of the requested booking date, for each outbound ***** or return *****,
the Loaded Low Fare Availability Calls are calculated as *****for the requested booking date and *****on either side of the requested booking date*****. For additional clarification, *****is calculated as ***** 

Loaded Low Fare Availability Calls, when utilized in a *****, will be calculated as ***** for each requested day of low fare searches

 Technical call types that are defined as Low Fare Availability Calls are GetLowFareAvailability, GetLowFareTripAvailability,
or similarly-functioned future calls. 
  

	 	1.4	Change Assistance List (CAL) is a list of passenger changes that occurred since the initial PAL or previous CAL was generated. 

 

	 	1.5	Change Control has the meaning set forth in Section 8.7.1 hereof. 

 

	 	1.6	Codeshare, Marketing or Codeshare Marketing Carrier means when Customer markets and sells a flight under its own host airline code and the flight is operated by
another airline. A codeshare marketing partner is an airline participating in a codeshare as the Codeshare Marketing Carrier. 

  

	 	1.7	Codeshare, Operating or Codeshare Operating Carrier means when another airline markets and sells a flight under its own host airline code and the flight is
operated by Customer. A codeshare operating partner is an airline participating in a codeshare as the Codeshare Operating Carrier. 

  

	 	1.8	Codeshare PNR means a Passenger Name Record, being an individual electronic record with a unique record locator number, containing one or more passenger names
and booked Segments which contains at least one Segment booked via NAVITAIRE’s free-sale codeshare functionality. 

  

	 	1.9	Common Use Airport means an airport whose technology infrastructure including network, hardware, and software is managed by a third party company or
organization. Typically common use providers manage a large number of airport infrastructures with a common platform and protocol. SITA CUTE and ARINC MUSE are examples of the larger common use platforms. 

 

	 	1.10	Confirmed Status means when a reservation has been: (a) systematically acknowledged and accepted in the Hosted Reservation System by issuing a record
locator or PNR number; and (b) the PNR has achieved a confirmed state in the Hosted Reservation System via either: (i) application of full or partial payment to the PNR; or (ii) application of an alternative mechanism such that
payment for the PNR has been otherwise fulfilled. 

  

	 	1.11	Content Provider means a provider of Ancillary Components sold in a Super PNR or Non-Flight Related Fee Record. 

 

	 	1.12	CRS/GDS/ARS PNR means a Passenger Name Record, being an individual electronic record with a unique record locator number, containing one or more passenger names
and booked Segments which contains at least one Segment booked via a CRS/GDS/ARS using Type B/Teletype Connectivity, or via a CRS/GDS using Type A/EDIFACT Booking Connectivity, or via Web Services/API Connectivity. A CRS/GDS/ARS source is based on
unique user code and user type. 

  

	 	1.13	Electronic Ticket (E-Ticket) means the document stored in electronic form, used in lieu of a paper document to be exchanged for the use of transportation and/or
related services involving a single carrier. 

  
 Exhibit A - 22

 Hosted Services Agreement 

 

	 	1.14	Electronic Ticketing (E-Ticketing) means the method used to document in electronic form, the sale of transportation and/or related services for a single carrier
in lieu of the issuance of a paper document. 

  

	 	1.15	Electronic Ticketing Interchange and Database Provider means the third party provider that Customer has contracted with to process, exchange and store Customer
E-Ticket records. 

  

	 	1.16	Electronic Ticketing Services Agreement (ETSA) means the agreement Customer enters into with the Electronic Ticketing Interchange and Database Provider for
Electronic Ticketing services. 

  

	 	1.17	Executive Review Meeting means a formal meeting attended by Customer, NAVITAIRE and any related third party required, in response to non-compliance to the
specified service level measures. 

  

	 	1.18	Executive Sponsors has the meanings set forth in Exhibits C and D. 

  

	 	1.19	Incident (INC) means a Customer reported Hosted Services trouble report and description logged and submitted through the INC schema in NAVITAIRE’s Internet
based customer support tool (Remedy). 

  

	 	1.20	Interline Electronic Ticket (Interline E-Ticket) means the document stored in electronic form, used in lieu of a paper document, to be exchanged for the use of
transportation and/or related services involving more than one carrier. 

  

	 	1.21	Interrupted Service Minutes means, with respect to a given Reporting Period, the total number of minutes during which Hosted Reservation Services is unavailable
due to Interrupted Service, excluding Planned Downtime Minutes. This time is tracked by the minute, rounded up to the nearest minute per incident. 

  

	 	1.22	Interrupted Service Report has the meaning set forth in Section 8.6.2 hereof. 

 

	 	1.23	Journey means the true origination and destination city pair in a one way request. For example, Flight 100 originates in LAX with a stop in SLC on the way to
BOS, where it connects to Flight 200 departing from BOS and arriving in JFK. A request for LAX-JFK on *****, which happens to include both Flight 100 and Flight 200 as the connecting pair, would be one Journey. 

 

	 	1.24	Look to Booked Segment Ratio means the numeric result of the number of Availability Requests divided by the number of booked Segments where the Segment resides
in a PNR that has reached a Confirmed Status. 

  

	 	1.25	Load Factor means the ratio between the number of Loaded to Unloaded Low Fare Availability Calls based on the Low Fare Finder configured parameters. For purposes
of illustration, if the Low Fare Finder is configured to return ***** on either side of the requested booking date, in a round trip search the resulting calls would be *****and*****. The Load Factor is determined by dividing the Loaded Low Fare
Availability Calls by the Unloaded Low Fare Availability Calls, with the result in this scenario *****). 

  

	 	1.26	Look to Booked Segment Ratio for CRS/GDS/ARS Type A/EDIFACT Bookings means the numeric result of the number of PAOREQ Availability Requests divided by the number
of CRS/GDS/ARS Type A/EDIFACT booked Segments where the Segment resides in a PNR that has reached a Confirmed Status. 

  

	 	1.27	Maximum Availability Requests Allowed means the numeric result of multiplying the Monthly Minimum Segment Guarantee by the Look to Booked Segment Ratio.

  

	 	1.28	Minimum System Availability Target has the meaning set forth in Section 8.2.1 hereof. 

 

	 	1.29	Monthly Performance Report has the meaning set forth in Section 8.6.2 hereof. 

  
 Exhibit A - 23

 Hosted Services Agreement 

 

	 	1.30	MQSeries is a popular system for messaging across multiple platforms including Microsoft Windows, Linux, IBM mainframe and midrange, UNIX, and others. It allows
independent applications on distributed systems to communicate with each other. 

  

	 	1.31	Negotiated Allotment or NegoAllotment means allocation of a Customer’s seats to tour operators, cruise lines, or other non-affiliate third party entity
through negotiated contracts. 

  

	 	1.32	Non-Flight Related Fee Record means any data record materially referring to an Ancillary Component that is stored along with its corresponding fee in a PNR
rather than as an Ancillary Component. 

  

	 	1.33	Passenger Assistance List (PAL) is a list of Passengers with Reduced Mobility (PRM) for a particular flight and board point. 

 

	 	1.34	Passengers with Reduced Mobility (PRM) describes functionality arising out of industry standards issued by IATA in respect of rights of disabled persons and
persons with reduced mobility traveling by air within the European Community. 

  

	 	1.35	Planned Downtime has the meaning set forth in Section 8.2.1(b) hereof. 

 

	 	1.36	Planned Downtime Minutes means, with respect to a given Reporting Period, the total number of minutes in a Reporting Period during which Hosted Reservation
Services are unavailable due to: (a) an act or omission of Customer with respect to matters described in Section 7.1 of this Exhibit; (b) an event of Force Majeure; or (c) a planned, scheduled, and approved event including Hosted
Services System maintenance during which a particular service, upgrade or Hosted Services System routine requires Planned Downtime as defined in Section 8.2.1(b) hereof. Customer may request the event be rescheduled, providing there is
reasonable cause for such a delay. This notification must be made to NAVITAIRE at least ***** in advance of the scheduled event. Planned Downtime Minutes will be tracked by the minute, rounded up to the nearest minute per incident.

  

	 	1.37	Reporting Period will be a calendar month. The NAVITAIRE Account Manager will measure monthly calculations simultaneous to account reviews.

  

	 	1.38	Reporting Period Minutes means, with respect to a given Reporting Period, the total number of minutes during such Reporting Period. 

 

	 	1.39	Stabilization Period has the meaning set forth in Section 8.7.5 hereof. 

 

	 	1.40	Strategic Business Review has the meaning set forth in Section 3.5 hereof. 

 

	 	1.41	Super PNR means a passenger name record that includes one or more Ancillary Components. For the avoidance of doubt, a Super PNR includes any Ancillary Component
regardless of booking source. 

  

	 	1.42	Utilized Availability Requests Allowed means the numeric total result of the count of executed Standard Availability Calls and Low Fare Availability Calls.

  

	2	Scope of Services 

NAVITAIRE will provide certain services and support functions during the term of this Agreement related to the Hosted Reservation Services
and related applicable products. Of the available Hosted Reservation Services, Customer has selected the products and/or services outlined in Exhibit K. 
  

	3	Implementation Services 

  

	 	3.1	 Data Center Implementation Services. NAVITAIRE will configure, install, activate, and test the necessary data center hardware and software for
providing the Hosted Reservation Services to Customer. Unless otherwise specified, this service does not include communication circuits, wireless data services, or any remote communication

  
 Exhibit A - 24

 Hosted Services Agreement 

 

	 	
devices, including routers or network hardware. Client personal computers, workstations, or other Customer devices connected to the Hosted Services System are the responsibility of Customer and
must meet the minimum specifications as required by NAVITAIRE. 

  

	 	3.2	Virtual Private Network (VPN) Connectivity. If Customer desires to use a virtual private network (VPN) for connectivity to Hosted Reservation Services, NAVITAIRE
will evaluate such a request to determine the viability of the use of a VPN connection for either a primary or back-up data circuit. After review, NAVITAIRE will advise Customer if the request is approved and the additional costs that will apply
***** 

  

	 	3.3	Network Configuration and Design Services. NAVITAIRE will supply recommended technical diagrams and will advise Customer on required network hardware
requirements, for client portion of application as necessary. Customer shall have internal or third party network expertise available for the installation and configuration of their required network. 

 

	 	3.4	System Integration Services. During the implementation of Hosted Reservation Services and before production use of such services, NAVITAIRE will assist in the
assessment of the compatibility of third party hardware and software with the Hosted Services System. Customer shall be responsible for the cost of modifying or replacing any third party systems including hardware and software. For future
integration services, NAVITAIRE will, upon request, provide an estimate; however, any services will be provided on a time and materials basis ***** 

  

	 	3.5	Strategic Business Review. NAVITAIRE will conduct a Strategic Business Review to gather information on Customer’s desired use of the Hosted Reservation
Services and outline functional capabilities of the Hosted Services System. During the Strategic Business Review, NAVITAIRE will work with Customer to create a project plan and project schedule, including NAVITAIRE and Customer responsibilities,
used to determine the Target Date. 

  

	 	3.6	Customer Site Installation Services. NAVITAIRE will assist Customer with the installation and testing of the required telecommunications connection between the
NAVITAIRE data center and the designated Customer facility. Customer shall be responsible for the cost of troubleshooting or connecting Customer’s internal network. Additional technical support for on-site assistance after the initial
conversion to production use of the Hosted Reservation Services shall be quoted on a project basis at the request of Customer using the rates as outlined in Exhibit K. 

 

	 	3.7	Initial Training Services. NAVITAIRE will supply the following training and Customer agrees to participate in such training for the Hosted Reservation Services:

  

	 	3.7.1	Core Reservation System Training: Up to a maximum of ***** which may be attended by up to ***** Customer employees at the NAVITAIRE office located in Salt Lake
City, Utah or up to ***** Customer employees at the NAVITAIRE office located in *****. An additional ***** training will be required if GDS, Codeshare, and/or Interline functionality is implemented. If the training is not held at a NAVITAIRE
facility, NAVITAIRE requires that ***** trainers be on-site at the alternate location and additional fees will apply. Also, if training is not held at a NAVITAIRE facility, Customer will be responsible for trainer transportation, quality lodging
including high-speed internet access, additional costs for trainer’s time away from their home office, NAVITAIRE standard per-diems for meals and incidentals, and for meeting the NAVITAIRE requirements for a stable training technical
environment. . All training will be conducted in English. Topics will include use of SkySpeed, Airport Check-in, Irregular Operations, Flight Scheduling and Fare Maintenance, and Reservations and Supervisory Features. Customer must complete basic
computer familiarization and Windows training for all trainees before the initial training. 

  
 Exhibit A - 25

 Hosted Services Agreement 

 

	 	3.7.2	SkySales Training: Up to ***** which may be attended by up to ***** of Customer’s technical employees at the NAVITAIRE offices in Salt Lake City, Utah. The
course includes time for hands-on development. 

 Please note that the SkySales Training has been designed with
the assumption that the developer(s) performing the carrier customization has a base level understanding of the Microsoft ASP.NET technology and knowledge of C# (C-sharp), XML, XSLT, HTML, and CSS. If additional assistance is required for this base
understanding or additional development support after the course, the NAVITAIRE Professional Services organization can be engaged via a work order. 
  

	 	3.7.3	Data Store Products Training (if applicable): Up to ***** of technical training which may be attended by up to ***** Customer technical employees at
Customer’s location. The course covers the data model, performance tuning, use of the Data Warehouse, replication, and how to avoid impacting the replication process. Classroom requirements for the on-site Data Store training are located in the
Data Store course syllabus. 

  

	 	3.7.4	Intelligent Seating Training (if applicable): Up to a maximum of ***** which may be attended by up to ***** Customer employees at the NAVITAIRE offices located
in Salt Lake City, Utah. 

  

	 	3.7.5	GoNow Agent (if applicable): Up to a maximum of ***** which may be attended by up to ***** Customer employees at the NAVITAIRE offices located in Salt Lake City,
Utah. 

  

	 	3.7.6	Travel Commerce Training (if applicable): Up to a maximum of ***** which may be attended by up to ***** Customer employees at the NAVITAIRE offices located in
Salt Lake City, Utah. 

  

	 	3.7.7	Loyalty Training (if applicable): Up to a maximum of ***** days which may be attended by up to ***** Customer employees at the NAVITAIRE offices located in Salt
Lake City, Utah or. 

  

	 	3.7.8	Launch Support: *****, up to ***** with up to ***** NAVITAIRE employees on-site with Customer, during cutover to the production Hosted Reservation Services.

  

	 	3.7.9	Manuals: Customer will be provided an electronic copy of the user reference manuals in Adobe Acrobat (PDF) format for download via the NAVITAIRE Customer care
web site or by CD. Technical specification and technical reference manuals are for internal NAVITAIRE use only, unless otherwise specified in this Agreement or by other arrangement. All materials provided by NAVITAIRE are in the English language
unless otherwise specified within this Agreement. 

  

	 	3.7.10	Customer’s Travel Costs: Customer’s travel and lodging costs for training at a NAVITAIRE facility will be paid by Customer. 

 

	 	3.8	Project Reporting. During the course of Implementation Services, the NAVITAIRE Project Manager will provide Customer with: (a) Weekly Project Plan Update
and Status Report; (b) Weekly Updated Issues/Resolution List; and (c) Executive Summary. 

  

	 	a)	Weekly Project Plan Update and Status Report. Weekly status reports will be transmitted to Customer on a weekly basis during the provision of Implementation
Services. This report will include updated status on the implementation process and an updated project plan. A list of the following week’s tasks and goals will be included in the report. 

 

	 	b)	 Weekly Updated Issues/Resolution List. Weekly updated issues/resolution lists will be forwarded to Customer on the same schedule as the Weekly
Project Plan 

  
 Exhibit A - 26

 Hosted Services Agreement 

 

	 	
Update and Status Report. The Issues/Resolution List will include specific additional items discovered in the project analysis, or critical issues that deserve heightened priority apart from the
project plan. The Issues/Resolution List will include the task, the responsible party, date, open/close status, priority, and date of closed task. Every issue will be given a priority relative to a mutually agreed priority with Customer. Priorities
will be ranked 1-5, 1 being most critical. Below is a description of each priority: 

  

	 	•	 	 Priority 1 - Urgent. All issues included in this priority are deemed critical and will be given priority attention. These issues may affect a
milestone or dependency related to the completion of conversion services. Issues in this category are critical to resolve prior to other project dependencies and milestones being completed. 

 

	 	•	 	 Priority 2 - High. Issues included in this priority may affect the Target Date and require resolution prior to the completion of conversion
services. 

  

	 	•	 	 Priority 3 - Medium. Issues included in this priority are not required prior to completion of conversion services, but must be finished prior to
the end of Implementation Services. 

  

	 	•	 	 Priority 4 - Low. These items are not critical to either the completion of conversion services or Implementation Services but require monitoring
for subsequent follow up or entry into NAVITAIRE’s Internet based customer support tool. 

  

	 	•	 	 Priority 5 - Excluded. These items are deemed excluded and are either unnecessary or may be addressed in a business process change or
work-around. 

  

	 	c)	Executive Summary. An Executive Summary will be provided to both the NAVITAIRE and Customer Executive Sponsors upon reaching critical milestones. These
milestones will be established mutually with Customer as the final project plan has been established. 

  

	 	3.9	Implementation Services Time Frame 

  

	 	3.9.1	During the course of planning discussions related to this Agreement, NAVITAIRE acknowledges the Target Date as requested by Customer for completion of applicable
portions of the Implementation Services. The Target Date for completion of the Implementation Services is no later than ***** NAVITAIRE and Customer will detail dates and dependencies of the project plan, as summarized in the table in
Section 3.9.2 below, in order to confirm the Target Date achievability. 

  

	 	3.9.2	Upon receipt of the Implementation Fees due at signing, NAVITAIRE agrees to work with Customer, to plan, coordinate, and to make progress toward completion of
the required Implementation Services within the time frame preceding the Target Date. NAVITAIRE further agrees to initiate, mutually with Customer, project-scope-analysis and project-planning communication to establish the final schedule for
Implementation Services. 

 The following table outlines the key milestone activities that will be discussed
during the Strategic Business Review: 
  

											
	 	  	 Primary Responsibility
	  	Duration to	  	 
	 Key Milestones & Supporting Tasks
	  	 NAVITAIRE
	  	 Customer
	  	 Complete
	  	 Milestone Dependency

	0	  	 Agreement Signature and Project Start Date
	  	ü	  	ü	  	*****	  	Agreement Signed*
	1	  	 Account Setup Complete
	  		  		  	*****	  	Milestone 0
	  	 Current version of software loaded
	  	ü	  		  	  
	  	 Equipment ordered, received and setup
	  	ü	  		  	  
	  	 Final version of software loaded
	  	ü	  		  	  

  
 Exhibit A - 27

 Hosted Services Agreement 

 

											
	 	  	 Primary Responsibility
	  	Duration to	  	 
	 Key Milestones & Supporting Tasks
	  	 NAVITAIRE
	  	 Customer
	  	 Complete
	  	 Milestone Dependency

	2	  	 New Skies Training
	  		  		  	*****	  	Milestone 1
	  	 New Skies core training complete
	  		  	ü	  	  
	  	 SkySales training
	  		  	ü	  	  
	  	 Other training, as mutually agreed
	  		  	ü	  	  
	3	  	 Third Party Development
	  		  		  	*****	  	Milestone 2
	  	 Website development
	  		  	ü	  	  
	  	 API development
	  		  	ü	  	  
	4	  	 User Acceptance Testing
	  		  		  	*****	  	Milestones 2, 3 and 5
	  	 UAT plan and cases outlining business critical functionality completed & forwarded to NAVITAIRE
	  		  	ü	  	  
	  	 Confirm business critical functionality available in New Skies release
	  	ü	  		  	  
	  	 Data validation of converted data
	  		  	ü	  	  
	  	 Approved functionality is working as documented
	  		  	ü	  	  
	5	  	 Third Party Certification
	  		  		  	*****	  	Milestone 3
	  	 SkyPay certification complete
	  	ü	  	ü	  	  
	  	 Website certification complete
	  		  	ü	  	  
	  	 API certification complete
	  		  	ü	  	  
	6	  	 Operational Readiness
	  		  		  	*****	  	Milestone 4
	  	 All code changes required for go-live in production account
	  	ü	  		  	  
	  	 Final skins are published to website, if self-hosted
	  		  	ü	  	  
	7	  	 Dry Run
	  		  		  	*****	  	Milestone 5
	  	 Pull data from production
	  		  	ü	  	  
	  	 Convert data
	  		  	ü	  	  
	  	 Perform data integrity check
	  		  	ü	  	  
	  	 Move data to production environment
	  	ü	  		  	  
	  	 Simulate go-live activities
	  	ü	  	ü	  	  
	8	  	 Go-Live Readiness Review
	  		  		  	*****	  	Milestone 7
	  	 Confirm go-live date with all necessary teams
	  	ü	  	ü	  	  
	9	  	 Go-Live
	  		  		  	*****	  	Milestone 8
	  	 Pull data from production
	  		  	ü	  	  
	  	 Convert data
	  		  	ü	  	  
	  	 Perform data integrity check
	  		  	ü	  	  
	  	 Move data to production environment
	  	ü	  		  	  
	  	 Perform go-live activities
	  	ü	  		  	  
	  	 Approve go-live
	  		  	ü	  	  

  

	*	Implementation services will not be scheduled until this Agreement is fully-executed and any implementation fees due and payable by Customer as outlined in Exhibit K
have been received by NAVITAIRE. 

  

	 	3.9.3	Customer understands that the Target Date is subject to change as such date is dependent on, among other matters, certain third party agreements/activities on
behalf of both Customer and NAVITAIRE. These third party agreements/activities may include, but are not limited to, the following: 

  

	 	•	 	 Airport facility use agreements. 

  

	 	•	 	 All telecommunications and data circuits. 

  

	 	•	 	 Credit card settlement and authorization agreements. 

  

	 	•	 	 Centralized Reservation System/Global Distribution System/Airline Reservation System (CRS/GDS/ARS) agreements and host provider(s) certification
process. 

  

	 	•	 	 Content Provider agreements and certification process. 

  
 Exhibit A - 28

 Hosted Services Agreement 

 

	 	•	 	 Data conversion systems. 

  

	 	•	 	 Bilateral agreements for marketing codeshare terms with other airline partners. 

 

	 	•	 	 Codeshare marketing partner host provider certification process. 

 

	 	•	 	 IATA carrier code assignment. 

 Customer will immediately establish a primary technical Project Manager contact that will be assigned to interact with the Project Manager appointed by NAVITAIRE. Failure to appoint this individual will
jeopardize the delivery of Implementation Services by NAVITAIRE. 
  

	 	3.9.4	Upon ‘Go Live’, Customer is expected to fully open functionality to the public. If Customer requests a two phase launch (e.g., initial “soft
launch” for limited release), Customer must recognize that the appropriate NAVITAIRE resources may not be available for appropriate on-site or data center support for a second launch outside of the ’Go Live’ date. Additional
implementation fees will apply for any two phase launch scheme. 

  

	 	3.9.5	Upon completion of the Implementation Services as described in this Exhibit A, Section 3, NAVITAIRE will provide written notification to the Customer
Account Liaison named in Exhibit D, Section 2. 

  

	 	3.10	Data Conversion and Import Services 

  

	 	3.10.1	Conversion Services. If Customer has been using a third party reservation system, Customer will be responsible for converting existing reservations data into the
required Hosted Reservation Services format. Hosted Reservation Services file format requirements and specifications are available to Customer upon request. 

 

	 	3.10.2	Data Conversion Assistance. If Customer desires assistance with data conversion services from a third party reservation system, NAVITAIRE will review this
request, and if accommodated, such assistance will be provided on a time and materials fee basis, ***** 

  

	 	3.10.3	Data Import Services. NAVITAIRE will automatically convert and process Customer’s PNR(s) into the Hosted Services System. The data conversion process will
take place in three steps: 

  

	 	•	 	 Extract. An extract process will retrieve all reservations that have a flight record with a date after *****. Only complete, or valid,
reservations will be extracted from the previous reservation system data file. 

  

	 	•	 	 Conversion. After a ‘block’ of reservation data is extracted, the corresponding output file will be transferred to the new
environment. A data validations routine will perform audits of the data quality. 

  

	 	•	 	 Import. Upon completion of the first extract file of clean data, an import routine will transfer the clean data to the New Skies compliant
databases in segmented extracts. While the first is transferring, a concurrent process will commence on the second extract, transfer and import to expedite data transfer. 

 

	 	3.11	Reservations History Capture for Third Party Revenue Management Systems 

 If Customer is not yet using a revenue management system, or is using a third party revenue management system, additional fees will apply to capture reservations booking history data from Hosted
Reservation Services. Applicable charges are outlined in Exhibit K. 

  
 Exhibit A - 29

 Hosted Services Agreement 

 

	4	Data Circuits 

  

	 	4.1	Primary and Backup Data Circuits. Customer shall be responsible for all telecommunication circuits used by Customer in connection with the transmission of data
between the Hosted Services System and Customer’s site(s), as stated in Section 4.10 of the Agreement. 

  

	 	4.2	Facility Locations. The facility locations provided for in this Agreement are as follows: 

 

	 	•	 	 The NAVITAIRE Hosted Reservation data center will be located in ***** 

 

	 	•	 	 Customer’s primary facility will be located in ***** 

 

	5	Support Center Support 

  

	 	5.1	Included Support. NAVITAIRE will include English-speaking Support Center Support via email, an Internet based customer support tool (English version only), or
telephone. A customized version of the NAVITAIRE Procedures Manual will be provided to Customer. 

 The allotment
of ***** for included support is for the specified period only and may not be carried forward. Allotted monthly ***** of Support Center Support are not deducted for System Error reporting and use of the online support system. All other related *****
are deducted in ***** increments with a minimum of ***** per occurrence. Included Support for Hosted Reservation Services is provided at the following levels: 
  

	 	5.1.1	Initial Support. Included in the first ***** following the implementation of Hosted Reservation Services, Customer is allotted, at no additional charge, a
maximum number of included Support Center Support ***** as described in Exhibit K, Section 1.3. If Customer utilizes the Support Center more than the allotted number of *****, the Support Fees in Section 5.3 hereof will apply.

  

	 	5.1.2	Basic Support. After the expiration of initial support, Customer is allotted, at no additional charge, a maximum number of included Support Center Support hours
as described in Exhibit K, Section 1.3. If Customer utilizes the Support Center more than the allotted number of ***** the Support Fees in Section 5.3 hereof will apply. 

 

	 	5.2	Hours - Non-Emergency. NAVITAIRE Support Center Support is available *****, excluding NAVITAIRE holidays (Christmas Eve, Christmas Day and New Year’s Day).

  

	 	5.3	Support Rate. ***** more than the applicable initial or basic support for the Support Center will be invoiced at the rate specified in Exhibit K,
Section 1.3. 

  

	 	5.4	Available Assistance. The NAVITAIRE Support Center may be contacted for assistance in the following areas. All services are in English, unless otherwise
specified in this Agreement. 

  

	 	5.4.1	System Error Reporting. Customer may report an identified Hosted Reservation Services System Error at no additional cost through the Customer Support line or the
Internet based customer support tool. 

  

	 	5.4.2	Emergency. An Emergency is defined as an aircraft incident or emergency on behalf of Customer, or Interrupted Service. Hosted Services System outages due to
Customer misuse of the Hosted Services System will incur Support Fees at the rate specified in Exhibit K, Section 1.3. Interrupted Service due to Customer misuse of the Hosted Services System will be excluded from Interrupted Service Minutes.

 The NAVITAIRE Support Center may be reached, without charge, in the event of an Emergency ***** by calling the
number provided in Exhibit C, Section 1. 

  
 Exhibit A - 30

 Hosted Services Agreement 

 

 Customer will be requested to call the Support Center and report the Emergency, in
English, to the representative, or if all representatives are busy with other calls, a message may be left in English on the voicemail response system, which will page an appropriate contact. A representative of NAVITAIRE will return Customer’s
call within ***** with an acknowledgement and initial response to Customer. 
 Provided the Emergency is due to a complete
system availability outage of the Hosted Reservation Services, NAVITAIRE will advise Customer as described in this Exhibit A, Section 8, regarding the status of the error or problem and the anticipated period to resolution. During normal
business hours, both the NAVITAIRE Account Manager and Customer Account Liaison will be notified and briefed on the situation, with a further escalation to the Executive Sponsors for any outage exceeding *****. The Executive Sponsors will determine
whether further escalation to the CEO, President or Managing Director level of each company is necessary. 
 Customer is
required to provide NAVITAIRE with an after-hours emergency contact number in Exhibit D, which will be answered by Customer when called by the NAVITAIRE support representative. 

 

	 	5.4.3	Request Reporting. Customer may utilize the NAVITAIRE Internet support tool to contact the NAVITAIRE Support Center electronically for the following service
requests: 

  

	 	•	 	 Custom Enhancement requests; 

  

	 	•	 	 New product concepts or requests; 

  

	 	•	 	 Additional training requests; and 

  

	 	•	 	 Product expertise. 

 These services are subject to the Support and/or Other Fees as described in Exhibit K, Section 1.3 and/or 1.4, and are accepted at the sole discretion of NAVITAIRE. If the request is accepted by
NAVITAIRE, a price quote and time schedule will be generated. Customer will then decide whether to authorize the work to be performed by NAVITAIRE. 
  

	 	5.5	Third Party Interfaces. 

  

	 	5.5.1	NAVITAIRE will supply and support defined interfaces to third party systems utilized by Customer only if listed in this Section. 

 

	 	5.5.2	Unless third party software is incorporated into the Hosted Services System and indicated specifically in the specifications included in this Exhibit, neither
NAVITAIRE nor such third party shall be liable for the performance or failure to perform of the other in respect to Service Level Targets. 

  

	 	5.5.3	In the event that a Travel Commerce or Content Provider connection causes severe performance issues or downtime to the Hosted Reservation Services System,
NAVITAIRE reserves the right to temporarily disable the offending connection. Customer will be notified if such actions become necessary. NAVITAIRE will reestablish the connection once the supplier has resolved the issue. 

 

	6	New Skies by NAVITAIRE Functionality Included in Hosted Reservation Services 

The following pages itemize the basic and optional products and features as of the Effective Date of this Agreement. Depending on the
terms of this Agreement, as defined in this Exhibit A, Section 2 Scope of Services, not all optional products and features are included in this Agreement. This functionality list may be modified or expanded in the future based upon new
releases, provided that no material functionality will be eliminated unless mutually agreed with Customer and NAVITAIRE. 

  
 Exhibit A - 31

 Hosted Services Agreement 

 

 Customer and NAVITAIRE. 

Hosted Reservation Services – New Skies 
 Base Functionality 
 SkySpeed – Call Center Reservation
System 
 General Features – SkySpeed 

 

	 	•	 	 Graphical reservations screens. 

  

	 	•	 	 Fee entry and payment collection. 

  

	 	•	 	 On-demand itinerary print capability. 

  

	 	•	 	 Auto-queue capability. 

  

	 	•	 	 Role-based user security. 

 General Features – Availability and Fare Look-up 
  

	 	•	 	 Search for travel components (flight, train, bus, ferry, etc.) and fare availability according to multiple search criteria.

  

	 	•	 	 Display travel components (flight, train, bus, ferry, etc.) and fare results, including real-time pricing and availability.

  

	 	•	 	 Interactive calendar. 

  

	 	•	 	 Graphical display of price by passenger type, fees and taxes, multiple currencies, fare rules, manifest and SSR availability. Multiple-airport cities
(MAC) functionality. 

 General Features – SkySpeed Booking Module 

 

	 	•	 	 Book, change, divide, and cancel reservations. 

  

	 	•	 	 Book unlimited number of passengers per PNR as defined by role. 

 

	 	•	 	 Reserve unlimited number of travel Segments per passenger, per PNR. 

 

	 	•	 	 Book multiple flight connections. 

  

	 	•	 	 Book non-revenue and revenue standby passengers. 

  

	 	•	 	 Override fares dependent on user security settings. 

  

	 	•	 	 Assign multiple Special Service Request (SSR) codes to individual passengers based on availability. 

 

	 	•	 	 Add individual passenger identification documents. 

  

	 	•	 	 Optional seat map display showing actual seat availability. 

 

	 	•	 	 Optional pre-assigned seating. 

  

	 	•	 	 Associate seat fees with pre-assigned seats. 

  

	 	•	 	 Dynamic seating legend to display seat properties. 

  

	 	•	 	 Store multiple addresses and phone numbers on a single booking. 

 

	 	•	 	 Auto-populate name and address from stored phone numbers. 

 

	 	•	 	 Issue itinerary at the airport or station, or by mail, fax, email or XML feed to the desired system. 

 

	 	•	 	 Multiple language support for itinerary printing. 

  

	 	•	 	 Carrier defined mandatory comments. 

  

	 	•	 	 Ability to create Agent and carrier defined Freeform, Manifest, and Itinerary comments. 

 

	 	•	 	 Display of real-time travel status information (e.g. FLIFO). 

 

	 	•	 	 Move passengers to new travel components. 

  

	 	•	 	 Apply promotion codes to bookings. 

  

	 	•	 	 Use vouchers as payment on bookings. 

  

	 	•	 	 Apply discount codes for selected passenger(s) on a booking. 

 

	 	•	 	 Apply penalty fees at the PNR and passenger level. 

  

	 	•	 	 Auto-assign seats at the passenger and booking level, with Intelligent Seating for optimal seat selection. 

 

	 	•	 	 Quick search options to retrieve PNRs. 

  

	 	•	 	 View available and expired fares within a date range. 

 

	 	•	 	 Direct refunds to spoilage fees so they are not refunded to passengers. 

 

	 	•	 	 Directional fares 

  

	 	•	 	 Place traffic restrictions on flight routes according to IATA standards. 

 

	 	•	 	 Support for Change of Gauge on equipment (aircraft, train, bus, and ferry). 

 

	 	•	 	 Support for payment by installments. 

 General Features – Customer Management 
  

	 	•	 	 Manage customer profiles, including personal information, travel preferences and booking information. 

 

	 	•	 	 Support for system-generated and third-party Customer IDs 

 General Features – Travel Agent Support 
  

	 	•	 	 Support for travel agency, corporate and third-party profiles. 

 

	 	•	 	 Automatic entry of travel agency, corporate or third-party organization ID upon agent login. 

 

	 	•	 	 Private fares and fare discounts based on organization. 

 

	 	•	 	 PNR retrieval using CRS, GDS and third-party record locators. 

 

	 	•	 	 Support for parent/child relationships within travel agencies. 

  
 Exhibit A - 32

 Hosted Services Agreement 

 

 General Features – Airline Specific PNR Preferences 

 

	 	•	 	 Configure which fields are required, optional and disabled for passenger information, contact information, payment information and customer profile
information. 

  

	 	•	 	 Automatically place bookings on hold for declined credit cards (configurable). 

 

	 	•	 	 Configure validation for phone number format. 

  

	 	•	 	 Auto-populate city and state based on postal code (US & Canadian postal codes). 

 

	 	•	 	 Configure default booking values for country, language, culture and nationality. 

General Features – Agent and Airline Support Tools 

 

	 	•	 	 Create and manage system agents. 

  

	 	•	 	 Apply role-based permissions to agents and agent groups. 

 

	 	•	 	 Password-protected login for individual agents. 

  

	 	•	 	 Temporary supervisory login to perform secure functions. 

 

	 	•	 	 Configurable logoff time value for inactive sessions. 

 

	 	•	 	 Scratch pad for call-specific notes. 

  

	 	•	 	 Customizable reference system to maintain and manage carrier policy and procedure information. 

 

	 	•	 	 Online help documentation. 

  

	 	•	 	 Password-protected queue access. 

 SkySales – Internet Reservation System 
 General Features –
SkySales Booking Module 
  

	 	•	 	 Book, change and cancel reservations. 

  

	 	•	 	 Trip types include one-way, round-trip and open jaw travel components. 

 

	 	•	 	 Travel components may be multi-leg, multi-segment (flights, trains, buses, ferries, etc.). 

 

	 	•	 	 Configurable day-of-travel booking. 

  

	 	•	 	 Interactive calendar. 

  

	 	•	 	 Assign multiple Special Service Request (SSR) codes to passengers, based on availability. 

 

	 	•	 	 Optional Special Service Request (SSR) fees. 

  

	 	•	 	 Support for passenger types, including discounts. 

  

	 	•	 	 Search Again feature to retain previous query settings. 

 

	 	•	 	 Display selected travel components and fares prior to purchase. 

 

	 	•	 	 Optional “I Agree To Terms” enforcement check box. 

 

	 	•	 	 Display of confirmed or held booking, including booking details. 

 

	 	•	 	 Flight following interface. 

  

	 	•	 	 Link to external pages, such as third-party payment providers and loyalty programs. 

 

	 	•	 	 Self-service passenger moves without fee or fare change within a carrier-defined timeframe. 

General Features – Pricing/Promotions 
  

	 	•	 	 Online redemption of promotion code discounts. 

  

	 	•	 	 Online redemption of vouchers. 

  

	 	•	 	 Request a single fare class, single fare level or multiple fare levels. 

 

	 	•	 	 Display of single or multiple fares per travel component. 

 

	 	•	 	 Display of “Discounted Web” and “Regular Price” comparisons. 

 

	 	•	 	 Fare display by passenger type. 

  

	 	•	 	 Summary and detailed price quotes, including fee and tax breakdown. 

 

	 	•	 	 Configurable fare rules display. 

  

	 	•	 	 Configurable promotional fares, such as Buy One, Get One Free. 

 

	 	•	 	 Directional fares. 

 General Features – Passenger/Contact 
  

	 	•	 	 Associate passenger titles with passenger types. 

  

	 	•	 	 Configure the maximum number of passengers allowed per booking, by booking source. 

 

	 	•	 	 Configure drop-down lists, input boxes and required fields for passenger and contact information. 

 

	 	•	 	 Option to include infant name/age and adult passenger association in manifest comments. 

General Features – Availability 
  

	 	•	 	 Multiple-airport cities (MAC) functionality. 

  

	 	•	 	 Show product class or class of service for fare display. 

 

	 	•	 	 Advanced move functionality. 

  

	 	•	 	 Route-aware origin and destination lists. 

  

	 	•	 	 Availability for single day and date ranges. 

  

	 	•	 	 Place traffic restrictions on flight routes according to IATA standards. 

 

	 	•	 	 Support for Change of Gauge on equipment (aircraft, trains, bus, ferry, etc.). 

 

	 	•	 	 Search by lowest fare in market for a number of days out (Premium Service). 

  
 Exhibit A - 33

 Hosted Services Agreement 

 

 General Features – Payments 

 

	 	•	 	 Facilitates communication for credit card validation and authorization with Customer’s third party provider. 

 

	 	•	 	 Configurable controls for pending and declined cards. 

 

	 	•	 	 Configure and store data related to installment payments. 

 General Features – Travel Agency Support 
  

	 	•	 	 Discounts, promotions, commissions, tracking, reporting and billing for travel agencies and corporations. 

 

	 	•	 	 Online travel agency registration, including IATA/ARC/ATOL/BSP number and password. 

 

	 	•	 	 Online corporate business registration, including account number and password. 

 

	 	•	 	 Booking for unregistered/unrecognized agencies prior to carrier validation. 

 

	 	•	 	 Carrier validation/activation of pending online registrations. 

 

	 	•	 	 Online support for updates to travel agency/corporate account information. 

 

	 	•	 	 Individualized logins for agents within a travel agency/corporation. 

 

	 	•	 	 Travel agency/corporate ID and contact information included on bookings. 

 

	 	•	 	 Parent-child relationships for travel agencies and corporations. 

General Features – Seat Functionality 
  

	 	•	 	 Customizable, graphical seat map display. 

  

	 	•	 	 Dynamic, unique seat map for each travel component. 

  

	 	•	 	 Seat selection from seat map or system-assigned based on customer preferences and Intelligent Seating algorithms. 

 

	 	•	 	 Individual seating and group seating, including seat assignment restrictions. 

 

	 	•	 	 Dynamic seat legend to display seat properties. 

  

	 	•	 	 Seat fees and SSR fees. 

 General Features – Technical Details 
  

	 	•	 	 Ability to customize graphics and HTML display elements (“look and feel”) through CSS and XSLT. 

 

	 	•	 	 Server-enforced, role-based configuration controls to define application business logic. 

 

	 	•	 	 Customizable market data (origin and destination airport codes, currency codes and time zone settings). 

 

	 	•	 	 Customizable lists and codes for aircraft types and credit cards. 

 

	 	•	 	 Customizable contact information lists (for example, states/provinces, and countries). 

 

	 	•	 	 Configurable itinerary distribution options (for example, email, fax, print). 

 

	 	•	 	 Support for localization (multiple languages) through customization libraries. 

 

	 	•	 	 Support for local time settings by city. 

  

	 	•	 	 Retrieve and view traveled bookings for registered members. 

 

	 	•	 	 Full validation of form elements using JavaScript. 

  

	 	•	 	 Future expandability through modular architecture. 

  

	 	•	 	 Supported browsers include Internet Explorer 6.0 or higher, Firefox 2.0 or higher, Opera or the latest version of Safari. 

 

	 	•	 	 Optional Secure SSL Encryption, No Encryption, or both (generally compliant with secure SSL encryption). 

Limitations and Exclusions 
  

	 	•	 	 SkySales is not designed for use on a platform without web session locking. 

 

	 	•	 	 Implementing locking per NAVITAIRE and Microsoft® recommendations and practices is required. 

 

	 	•	 	 SkySales support obligations and Service Level targets and/or penalty/rebate calculations do not apply for any Service Level issues attributable to
non-compliant session provisioning. 

  

	 	•	 	 SkySales hosting by NAVITAIRE is not included within the scope of Hosted Reservation Services. 

SkySchedule – Scheduling Application 
 General Features – SkySchedule 
  

	 	•	 	 Create and maintain schedules. 

  

	 	•	 	 Re-accommodate passengers to other travel components – flight, train, bus, ferry, etc. 

 

	 	•	 	 View PNR(s) and passengers affected by a schedule change. 

 

	 	•	 	 Create non-stop travel components. 

  

	 	•	 	 Create direct and/or connecting, multiple-leg travel components. 

 

	 	•	 	 Maintain routing mileage table for reporting. 

  

	 	•	 	 Maintain and compare multiple schedules. 

  

	 	•	 	 Change travel time, flight/train number, status, equipment type, and cabin/car configuration. 

 

	 	•	 	 Automatically update cabin/car configuration based on Authorized Unit (AU) changes. 

 

	 	•	 	 Maintain automated or user-defined schedule change queuing. 

 

	 	•	 	 Create and modify preliminary schedules offline prior to activation. 

 

	 	•	 	 Display detailed inventory and change history. 

  

	 	•	 	 Configure availability display for real-time travel component modifications. 

 

	 	•	 	 Print schedules. 

  

	 	•	 	 Maintain carrier-specific cities or airport/station codes in the airport/station table. 

 

	 	•	 	 Generate schedules in industry-standard formats. 

  

	 	•	 	 Import and export SSIM files. 

  

	 	•	 	 Maintain standby priority of a re-accommodated passenger. 

  
 Exhibit A - 34

 Hosted Services Agreement 

 

	 	•	 	 Create a preliminary schedule for comparison of active schedule. 

 

	 	•	 	 Flag certain travel components and indicate whether they are for general use or not. 

 

	 	•	 	 Dynamic seating legend to display system and custom seat properties. 

 

	 	•	 	 Create circle travel components. 

  

	 	•	 	 Support for travel segments crossing the International Date Line. 

General Features – Fare and Inventory Management – SkyFare/SkyManager 

 

	 	•	 	 Support for multiple currencies. 

  

	 	•	 	 Set the booking default currency based on origin city. 

 

	 	•	 	 Create and maintain fare rules. 

  

	 	•	 	 Apply advance purchase requirement. 

  

	 	•	 	 One-way, return (round-trip), and open jaw fares. 

  

	 	•	 	 Apply seasonality criteria to fares. 

  

	 	•	 	 Specify minimum number of passengers required. 

  

	 	•	 	 Specify day-of-week stay over requirement. 

  

	 	•	 	 Specify minimum/maximum stay requirement. 

  

	 	•	 	 Specify combinability rules. 

  

	 	•	 	 Specify directional fares. 

  

	 	•	 	 Specify travel date and sales date restrictions. 

  

	 	•	 	 Specify valid passenger discount types. 

  

	 	•	 	 Organization-specific fares. 

  

	 	•	 	 Fare branding to bundle distinct services with a recognized product name. 

 

	 	•	 	 Combine base fare, sales taxes, and travel fees for end user display (excludes GDS). 

 

	 	•	 	 Maintain discrete fare classes (unaffected by standard nesting rules). 

 

	 	•	 	 Create and modify fares using file import/export. 

  

	 	•	 	 Apply global fare changes. 

  

	 	•	 	 Differentiate between CRS/GDS and internal AU application. 

 

	 	•	 	 Support for revenue management interface files. 

  

	 	•	 	 Define fare classes and fare access by user role. 

  

	 	•	 	 Role- and fare-based hold settings. 

  

	 	•	 	 Validate standby fare classes. 

  

	 	•	 	 Create and maintain SkySpeed and SkySales fare rule files for passenger advice. 

 

	 	•	 	 Create and maintain fee types, descriptions, amounts, and currencies. 

 

	 	•	 	 Negative fees. 

  

	 	•	 	 Refunds. 

  

	 	•	 	 Implement availability status (AVS) RECAP and/or RESYNC either automatically or manually. 

 

	 	•	 	 Manage AU(s) at a leg and route level. 

  

	 	•	 	 Run a pending batch of fares manually, on demand. 

  

	 	•	 	 Negotiated space functionality for third parties, such as tour operators. 

SkyPay – Payment Processing and Settlement 
 General Features – SkyPay – Payment Processing and Settlement 
  

	 	•	 	 Create and maintain payment types. 

  

	 	•	 	 Enter multiple payments on an individual PNR. 

  

	 	•	 	 Allow PNR(s) to be ended with partial payment, based on role. 

 

	 	•	 	 Allow PNR(s) to be ended with a negative balance. 

  

	 	•	 	 Authorize credit cards manually; with processor approval. 

 

	 	•	 	 Restrict refunds by payment type and/or user group. 

  

	 	•	 	 Reverse a previously-entered payment. 

  

	 	•	 	 Support credit card processing as outlined in Section 7.4 of Exhibit A of this Agreement. 

 

	 	•	 	 Select bank direct payments via SkySpeed and SkySales. (Settlement is dependent on Bank file.) 

 

	 	•	 	 Require AVS and CVV for payment verification purposes via SkySales and/or SkySpeed. (AVS is not supported in all regions.)

  

	 	•	 	 Support the configuration and storage of data related to installment payments. 

SkyPort – Airport Check-in System 
 General Features – SkyPort – Airport Check-in System 
  

	 	•	 	 Check in one or more passengers on the same PNR at the same time. 

 

	 	•	 	 Board one or more passengers on the same PNR at the same time. 

 

	 	•	 	 Issue boarding passes and bag tags for standby passengers. 

 

	 	•	 	 Display travel segment data and remarks. 

  

	 	•	 	 Open, close, and lock travel segments (flight, train, bus, ferry, etc.). 

 

	 	•	 	 Create and modify PNR(s) in real-time. 

  

	 	•	 	 Associate or disassociate passengers with customer credit files. 

 

	 	•	 	 Display passenger lists, such as confirmed, standby, connecting, no-show, same PNR, etc. 

 

	 	•	 	 Display list of travel segments according to numerical order of flight/train/bus/ferry. 

  
 Exhibit A - 35

 Hosted Services Agreement 

 

	 	•	 	 Make changes to passenger information directly on the PNR. 

 

	 	•	 	 Change the priority code of standby passengers. 

  

	 	•	 	 Print passenger manifests. 

  

	 	•	 	 Print passenger receipts/itineraries to peripheral boarding pass printers. (Supported printers may be found under Customer Requirements; Equipment
Specifications). 

  

	 	•	 	 Display passenger ticket numbers on boarding passes. 

  

	 	•	 	 Scan boarding passes to print bag tags. 

  

	 	•	 	 Automatic generation and printing of bag tags. 

  

	 	•	 	 Pre-assigned seating. 

  

	 	•	 	 Assign seats or change seat assignments. 

  

	 	•	 	 Hold or block seats. 

  

	 	•	 	 Dynamic seating legend to display seat properties. 

  

	 	•	 	 Support for multiple equipment configurations. 

  

	 	•	 	 Assign or remove SSR codes. 

  

	 	•	 	 Display multiple SSR codes assigned to a passenger. 

  

	 	•	 	 Add SSR fees after check-in. 

  

	 	•	 	 Assign a voucher to a passenger. 

  

	 	•	 	 Input and retrieve Flight Following information. 

  

	 	•	 	 Re-accommodate passengers for irregular operations (IROP). 

 

	 	•	 	 Maintain checked and boarded status on international flights during an irregular operation (IROP). 

 

	 	•	 	 Create ad hoc connections between cities and markets where connections are not routinely created (IROP). 

 

	 	•	 	 Allow or restrict agents from checking in selected passengers. 

 

	 	•	 	 Allow or restrict the ability for agents to log in to a location other than the assigned default location. 

 

	 	•	 	 Display historical manifests, including checked and no-show passenger details. 

 

	 	•	 	 Report gender count and weight categories for passenger-driven weight-and-balance calculation. 

 

	 	•	 	 Support for station add/collects. 

  

	 	•	 	 Support for cash-out sales by agent. 

  

	 	•	 	 Support for agent login security. 

  

	 	•	 	 Display daily station-specific note pages for company updates. 

 

	 	•	 	 Customizable reference system for carrier policies and procedures. 

 

	 	•	 	 Online help system. 

  

	 	•	 	 Agent reports, Flight Following, Irregular Operations (IROP), and message generation (internal and Teletype). 

 

	 	•	 	 Display inventory. 

  

	 	•	 	 Cancel or suspend inventory. 

  

	 	•	 	 Support for ARINC/MUSE and SITA/CUTE (certification required). 

 

	 	•	 	 Allow or prevent agents from viewing or editing passengers who are on Lock or Warning queues. 

 

	 	•	 	 Specify the amount of time allowed to open or close travel segments after departure. 

 

	 	•	 	 Prompt for AU updates during equipment swap. 

  

	 	•	 	 Generate outbound BSM messages. 

  

	 	•	 	 Accept and process MVT messages for travel segment information updates. 

 

	 	•	 	 Support the configuration and storage of data related to installment payments. 

 

	 	•	 	 Transmit APIS data to government authorities via EDIFACT messaging. (NAVITAIRE APIS solution has been certified by customers with U.S. and Canadian
customs authority. APIS requirements from other countries may require additional development and testing.) 

  

	 	•	 	 Address in country/CBP - APIS enhancements. (NAVITAIRE APIS solution has been certified by customers with U.S. and Canadian customs authority. APIS
requirements from other countries may require additional development and testing.) 

  

	 	•	 	 Includes the NAVITAIRE Terminal Emulator, which is required to access SkyPort. 

New Skies Reports – Reporting System 
 General Features – New Skies Reports 
  

	 	•	 	 Run reports “on-demand’ on the NAVITAIRE Reporting platform. 

 

	 	•	 	 Reports may be exported in various data formats, including CSV (Comma Delimited), XML, and PDF. (Microsoft Excel can open and import CSV and XML file
formats.) 

  

	 	•	 	 Detail reports that generate output based on a user-specified time frame can produce at least one full day of detail data.

  

	 	•	 	 Summary reports that generate output based on a user-specified time frame can produce up to one month of summary data. 

 

	 	•	 	 Option to request NAVITAIRE report development at an additional charge. 

 

	 	•	 	 Report files generated by the New Skies Reports subscription functionality will be retained for up to fourteen (14) days from the date they are
generated. 

 General Features – Standard Reports 

The following is an alphabetical list by function, which contains a description of the standard reports available as a part of the Hosted
Reservation Services. These reports may be added to, deleted, modified, changed, eliminated or substituted for at the discretion of NAVITAIRE at any time. The reports are viewed online via a browser interface. 

  
 Exhibit A - 36

 Hosted Services Agreement 

 

 Accounting General 

 

	 	•	 	 AG Payments -Displays information about activity within a travel agency during a specified period of time. 

 

	 	•	 	 Agency List -Displays information about the travel agency, corporate or Air Travel Organizer’s License (ATOL) accounts that have been entered for
your carrier. 

  

	 	•	 	 Agency List Summary -Displays a summary view of the agencies associated with your carrier. 

 

	 	•	 	 Availability Information -Displays flight availability information, including lid, capacity, seats sold 

 

	 	•	 	 Bank Reconciliation - Reconciles bank transactions. 

  

	 	•	 	 Bookings By Agent Detail - Provides detailed information on bookings made by individual booking agents. 

 

	 	•	 	 Cancellation After Travel Date -Displays passenger and fare information about cancelled booking segments. 

 

	 	•	 	 Checked Baggage -Displays baggage information for flights. 

 

	 	•	 	 Checked In Passengers By Fare Class -Displays the total number of passengers by fare class who were checked-in. 

 

	 	•	 	 Commissions Incurred - Provides commissions information for each of the travel agency that generates bookings for your carrier.

  

	 	•	 	 Credit File Commissions -Displays commission information on travel agency bookings. 

 

	 	•	 	 Credit Shell File -Displays credit shell/file activity and balances. 

 

	 	•	 	 Credit Shell File Expired - Lists expired credit files and credit shells. 

 

	 	•	 	 Customer ID By Flight -Displays the customer IDs associated with passengers booked on a selected flight. 

 

	 	•	 	 Daily Agency Charges -Displays the number of charges and activity performed by each agency during a specified day. 

 

	 	•	 	 Enplanement Deplanement -Displays either enplanements or deplanements by airport. 

 

	 	•	 	 Fare Overrides -Displays fare override information by agent. 

 

	 	•	 	 Fees And Discounts -Displays passenger-level service fees, SSR fees, seat fees, and penalty fees. 

 

	 	•	 	 Fees And Discounts By Date -Displays fees that were manually added to the booking. 

 

	 	•	 	 Fees And Discounts By Location And Agent -Displays fees that were manually added to the booking by location and by agent. 

 

	 	•	 	 Fees And Discounts By Location And Fee Type -Displays fees that were manually added to the booking by location and by fee type.

  

	 	•	 	 Gender Count By Fare Class - Lists and breaks down passenger information by fare class. 

 

	 	•	 	 Generic Tax History -Displays information about the selected tax. 

 

	 	•	 	 Net Sales - Summarizes net sales figures. 

  

	 	•	 	 No Shows -Displays the names, PNRs, flight dates, and flight numbers for no-show passengers. 

 

	 	•	 	 Payment Detail -Displays information about payments made. 

 

	 	•	 	 Payment Detail Consolidation -Displays information about payments made and is further organized by booking source. 

 

	 	•	 	 Payment Receipts -Displays information about all payments made on the payment approval date. 

 

	 	•	 	 Payment Receipts Restricted -Displays information about all payments made on a specified date. 

 

	 	•	 	 Payments By Batch Code -Displays information on the batch codes used to make payments on bookings. 

 

	 	•	 	 PNR Out of Balance - Queries for reservations that have a credit and/or balance due. 

 

	 	•	 	 Refunds -Displays refunds made by specific departments. 

 

	 	•	 	 Sales Exceptions -Displays the information on PNRs when the balance of the PNR and the payments made differ. 

 

	 	•	 	 Seat Assignments By Agent - Provide the total number of seat assignments made by specific agents. 

 

	 	•	 	 Segment Activity By City Pair -Displays information on confirmed and/or unconfirmed booking amounts and passenger totals by city pairs.

  

	 	•	 	 Segment Activity By Flight Date -Displays information on segment activity by flight date. 

 

	 	•	 	 Segment Activity Detail -Displays information on segment activity for a specific date or date range. 

 

	 	•	 	 Segments By Agent - Shows the number of segments that were created or cancelled during the period and the charges associated with those segments made
by individual agents. 

  

	 	•	 	 Unapproved Payments -Displays all payments, by payment type that have not been approved. 

 

	 	•	 	 US Security Fees - Provides information required by the TSA. 

Accounting – Travel Agency Specific 
  

	 	•	 	 Account Charges -Displays charges to agency accounts. 

 

	 	•	 	 AG Payments -Displays information about activity within a travel agency during a specified period of time. 

 

	 	•	 	 Agency List -Displays information about the travel agency, corporate or Air Travel Organizer’s License (ATOL) accounts that have been entered for
your carrier. 

  

	 	•	 	 Agency List Summary -Displays a summary view of the agencies associated with your carrier. 

 

	 	•	 	 Commissions Incurred - Provides commissions information for each of the travel agency that generates bookings for your carrier.

  

	 	•	 	 Daily Agency Charges -Displays the number of charges and activity performed by each agency during a specified day. 

 

	 	•	 	 Travel Agency Aging - Determines the outstanding and/or unused amounts for an agency as of the report date. 

 

	 	•	 	 Travel Agency Payments -Displays information on payments made by an agency. 

Add-on Services 
  

	 	•	 	 Ancillary Services Detail - Generates detailed information on car rentals, insurance, and hotels. 

 

	 	•	 	 Ancillary Services Summary - Generates summary information on car rentals, insurance, and hotels. 

 

	 	•	 	 Car Rental -Displays information on car hire auxiliary services. 

 

	 	•	 	 Insurance - Tracks the amount of revenue generated by passengers purchasing insurance. 

Booking 
  

	 	•	 	 Bookings By Agent -Displays total bookings created by an agent. 

 

	 	•	 	 Bookings By Agent Detail - Provides detailed information on bookings made by individual booking agents. 

  
 Exhibit A - 37

 Hosted Services Agreement 

 

	 	•	 	 Bookings By Agent Detail Restricted - Provides detailed information on bookings made by individual booking agents restricted by the agent’s
location and domain. 

  

	 	•	 	 Bookings By Agent Restricted - Provides detailed information on bookings made by individual booking agents restricted by the agent’s location.

  

	 	•	 	 Bookings By Fare Class with Equipment -Displays passenger/segment booking and fare totals by fare class. 

 

	 	•	 	 Bookings By Market -Displays passenger totals, booking amounts, and average fares for individual markets. 

 

	 	•	 	 Bookings By Origin -Displays segment booking information (total segments and fare amounts by currency) for each originating city.

  

	 	•	 	 Bookings By Schedule - Monitors bookings for a specified origin/destination (city pair) on a specific date. 

 

	 	•	 	 Bookings By Source - Provides a count of active (not cancelled) booking Segments and Journeys by booking source or channel.

  

	 	•	 	 Booking Statistics - Determine flown and unflown revenue by booking source. 

 

	 	•	 	 Bookings By Time -Displays booking information in hourly increments. 

 

	 	•	 	 Days Out Bookings -Displays information about segment bookings made on a specific date, the number of segments sold in future dates following the
selected booking date, and the actual travel date when these bookings were made. 

  

	 	•	 	 Duplicate Bookings - Lists different PNRs for the same flight and date that contain identical passenger names. 

 

	 	•	 	 E-Ticket On Demand -Displays information on the dates E-Tickets were issued for billing purposes. 

 

	 	•	 	 Group Bookings Out of Balance - displays information on group reservations that have a credit and/or balance due. 

 

	 	•	 	 Net Booking Transactions - determines revenue from confirmed bookings by booking source using the date created. 

 

	 	•	 	 Transaction By Channel - Provides booking, segment, and availability call transaction counts that are used to generate monthly invoices for billing.

 Codeshare 
  

	 	•	 	 IATCI Reporting - Provides Inter Airline Through Check-in (IATCI) data to carriers expanding their existing code share partnerships with other
airlines. 

 Department of Transportation (DOT) 

 

	 	•	 	 DOT Non Stop Market -Displays non-stop market information required by the U.S. Department of Transportation. 

 

	 	•	 	 DOT On-Flight Market -Displays passenger totals for flown flights required by the U.S. Department of Transportation. 

Inventory 
  

	 	•	 	 Cancelled Inventory With Passengers - Provides the number of passengers who may need to be re-accommodated to another flight due to a cancellation

  

	 	•	 	 Flight Capacity Lid -Displays information on seat capacity (or lid) and availability. 

 

	 	•	 	 Flight Schedule -Displays scheduled departure cities and times for flights 

 

	 	•	 	 Inventory Capacity - Lists capacity, lid, net seats sold, and seats sold today for flights. 

 

	 	•	 	 Load Factor Search -Displays load factor information. 

 

	 	•	 	 Seat Property Match -Displays counts of how many passengers requested seat assignments and how many got the seats they actually requested.

  

	 	•	 	 Seating Exceptions - Designed to identify PNRs with particularly low match rates on desired properties. 

 

	 	•	 	 Seats Sold By Cabin -Displays the number of seats sold, and fare amounts, by cabin. 

 

	 	•	 	 Seats Sold By Fare Class -Displays the number of seats sold in each fare class. 

Management Performance 
  

	 	•	 	 City Pair Load Factor - Provides information about the productivity of flights servicing different city pairs. 

 

	 	•	 	 Flight Specific Load Factor -Displays flight specific load factor information. 

 

	 	•	 	 Revenue By Flight -Displays revenue by average seat mile/kilometer for each date and for individual flights. 

Marketing 
  

	 	•	 	 Promo Codes By Booking Date -Displays information on PNRs with promotion codes by booking date. 

 

	 	•	 	 Promo Codes By City Pair -Displays information on promotion codes by city pairs. 

Operations 
  

	 	•	 	 Availability Information -Displays flight availability information, including lid, capacity, seats sold, and GDS triggers for selected flights on
selected dates. 

  

	 	•	 	 Checked Baggage -Displays baggage information for flights. 

 

	 	•	 	 Checked In Passengers By Fare Class -Displays the total number of passengers by fare class who were checked-in. 

 

	 	•	 	 Flight Line -Displays passenger counts for a specific flight on a specified date. 

 

	 	•	 	 Flight Load -Displays passenger totals for flights. 

  

	 	•	 	 Flight Manifest -Displays passenger information for selected flights. 

 

	 	•	 	 Flight Schedule -Displays scheduled departure cities and times for flights. 

 

	 	•	 	 Flight Specific Load Factor -Displays load factor information. 

 

	 	•	 	 Gender Count By Fare Class -Breaks down passenger information by fare class. 

 

	 	•	 	 IROP And Moved Passengers - Lists all PNR’s that have been moved by IROP. 

 

	 	•	 	 Lock List - Allows you to print all data associated with a name on the watch list. 

 

	 	•	 	 Lock List History - Allows you to print all data associated with activity on the lock list including those who have been moved on as well as cleared
from the list. 

  

	 	•	 	 Manifest With Connection Information - Lists connection information for booked passengers. 

 

	 	•	 	 Selectee Report - Lists the number of passengers that have been identified for additional security screening. 

 

	 	•	 	 SSR Flight Information - Provides a list of passengers with SSRs on a flight by flight basis and the SSR counts by flight.

  
 Exhibit A - 38

 Hosted Services Agreement 

 

	 	•	 	 SSRs By Agent - Lists and subtotals SSR code assignments by the Agent ID that assigned them. 

 

	 	•	 	 SSRs By Flight - Allows you to generate SSR statistics for inbound, outbound, thru, connection or all flight types. 

 

	 	•	 	 Watch List - Allows you to print all data for a single Watch ID, a range of Watch IDs, or all Watch IDs 

Payment 
  

	 	•	 	 Payment Detail -Displays information about payments made. 

 

	 	•	 	 Payment Detail Consolidation - displays information about payments made. Information may be further organized by booking source, transaction type,
department, and agent. 

  

	 	•	 	 Payment Receipts -Displays information about all payments made on the payment approval date. 

 

	 	•	 	 Payment Receipts Restricted -Displays information about all payments made by payment type, agent, location, and department.

  

	 	•	 	 Payments By Batch Code -Displays information on the batch codes used to make payments. 

 

	 	•	 	 Payment Summary -Displays information on what location and department received the payment, the payment method, and how much of the payment was
collected. 

  

	 	•	 	 Unapproved Payments -Displays all payments, by payment type that have not been approved. 

PNR Diagnostics 
  

	 	•	 	 Bookings By Agent Detail - Provides detailed information on bookings made by individual booking agents. 

 

	 	•	 	 Duplicate Bookings - Lists different PNRs for the same flight and date that contain identical passenger names. 

 

	 	•	 	 PNR Activity -Displays transaction activity performed on individual PNRs. 

 

	 	•	 	 PNR Out of Balance - Allows you to query for reservations that have a credit and/or balance due. 

 

	 	•	 	 PNRs On Queue -Displays information about all PNRs that are currently awaiting processing in one or more queues including subqueues.

 Revenue 
  

	 	•	 	 City Pair Load Factor - Provides an extensive array of information about the productivity of flights servicing different city pairs.

  

	 	•	 	 Earned Unearned Revenue - Allows you to view information on earned (flown) revenue, unearned (no-show, unflown) revenue, or both earned and unearned
revenue. 

  

	 	•	 	 Earned Unearned Revenue Detail - Provides details in addition to those generated in the Earned Unearned Revenue Report

  

	 	•	 	 Enplanement Deplanement -Displays either enplanements or deplanements by airport. 

 

	 	•	 	 Revenue By Fare Class -Displays earned revenue by fare class. 

 

	 	•	 	 Revenue By Flight -Displays revenue by average seat mile/kilometer for each date and for individual flights. 

 

	 	•	 	 Revenue By Market -Displays base and gross revenue information by market. 

Flight Information Control and Display (FLIFO) 
 General Features – Flight Information Control and Display (FLIFO) 
  

	 	•	 	 Input and update departure and arrival information for travel segments. 

 

	 	•	 	 Accept and transmit industry MVT messages via Type B/Teletype with applicable Operational Message Add-on Suite. 

Agency Billing and Commissions 
 General Features – Agency Billing and Commissions 
  

	 	•	 	 Create, maintain and retrieve travel agency commissions, charges and payments data. 

 

	 	•	 	 Set up to individual commission rates based on distribution channel for each agency. 

 

	 	•	 	 Create an invoice line of credit for travel agencies and corporations. 

 

	 	•	 	 Access the ODS to extract agency billing and commission data. 

 

	 	•	 	 Calculate commissions at the booking date. 

  

	 	•	 	 Include the journey details in the Agency Billing and Commission Extract. 

 

	 	•	 	 Use the add-on commission field to specify and additional percent to represent GST. 

 

	 	•	 	 Recall commissions based upon agency. 

  

	 	•	 	 Invoice multiple agencies for one booking. 

  

	 	•	 	 Create multiple commission records, as long as an agency is tied to each activity. 

SkyManager – Configuration and Management Utility 
 General Features – SkyManager Management Console 
  

	 	•	 	 Graphical interface for management of system settings, carrier, and user configurations. 

 

	 	•	 	 Configure security roles and login requirements for agents, including individual permissions for a variety of tasks, such as creating and modifying
reservations, access to various system components, seat assignments, overbooking, discounts, promotion codes, fees, moves, passenger types, fare quotes, etc. 

 

	 	•	 	 Configure passenger discount codes. 

  

	 	•	 	 Configure vouchers. 

  

	 	•	 	 Maintain various codes, such as country codes, currency code, and delay codes. 

 

	 	•	 	 Support for currency conversion rate imports. 

  

	 	•	 	 Configure daily and real-time company notes. 

  
 Exhibit A - 39

 Hosted Services Agreement 

 

	 	•	 	 Manage IATA and carrier-specific SSR codes. 

  

	 	•	 	 Configure taxes and various fees - such as travel fees, SSR fees, payment fees, seat fees, spoilage fees, etc. 

 

	 	•	 	 Set fee amounts based on channel. 

  

	 	•	 	 Apply or exempt penalty fees based on organization, role, and fare class. 

 

	 	•	 	 Exempt stations from certain taxes and fees (such as rural airports where PFC does not apply). 

 

	 	•	 	 Configure variable taxes for fees. 

  

	 	•	 	 Configure passenger discount types. 

  

	 	•	 	 Configure queues and queue events. 

  

	 	•	 	 Set restriction levels on individual queue categories. 

 

	 	•	 	 Password-protect queues. 

  

	 	•	 	 Manage inventory for fares and SSRs. 

  

	 	•	 	 Synchronize inventory between multiple systems. 

  

	 	•	 	 Configure variable credit expiration criteria for credit types. 

 

	 	•	 	 Configure payment validation and authorization restrictions. 

 

	 	•	 	 Manage Web Service permissions at the method (function) level. (System Master only.) 

 

	 	•	 	 Enable users to search by the lowest fare in a market for a number of days out. (Premium Service.) 

 

	 	•	 	 Define a declined payment “hold period” based on booking channel. 

General Features – Message Interface (Type B/Teletype) 

 

	 	•	 	 Support for the following Type B/Teletype messages: 

  

	 	•	 	 Baggage Service Messages - BSM 

  

	 	•	 	 Operation System Messages - PXA, PXB, MVT 

  

	 	•	 	 AIRIMP Messages (accept and reply) 

 General Features – Security 
  

	 	•	 	 Configure whether the credit card number used as booking payment is concealed or displayed. 

 

	 	•	 	 Create & manage a table of restricted credit cards. 

 

	 	•	 	 Manage Security Watch List functionality. (Optional) 

  

	 	•	 	 Create & manage government or carrier watch list for reservation/passenger matching, queuing, and check-in lock. 

 

	 	•	 	 Require a unique customer ID for each passenger booked on a reservation. (Optional) 

 

	 	•	 	 Automate updates to the U.S. Securities Watch List through a scheduled job. 

PNR Archiving 
 General Features – PNR Archiving 
  

	 	•	 	 Moves PNR data from production to the archive fifteen (15) months after the last flight segment in the PNR is marked as flown or no-show and the
booking is in balance. 

  

	 	•	 	 Retains PNR data in the archive for eighty one (81) months, for a total of ninety six (96) months of data retention.

  

	 	•	 	 Archived data is viewable only through SkySpeed. 

  

	 	•	 	 Comments can be added to an individual archived PNR through SkySpeed. 

Note: If Extended PNR Archiving is not selected by Customer, PNR data will be purged ninety six (96) months after the last
travel segment in a PNR has been marked as traveled (e.g. flown) or no-show. 
 Limitations and Exclusions 

 

	 	•	 	 PNR Archiving does not include schedules, SkyPort, or any other non-PNR data. 

 

	 	•	 	 Changes to archived data are prohibited except for the ability to add a comment through SkySpeed, as noted above. 

 

	 	•	 	 While bookings in the archive database appear exactly as they appeared in SkySpeed prior to being archived, including the full history, the archive
database does not contain version history records which enable “as-of” reporting. 

  

	 	•	 	 Reporting on archived data includes the following reports: 

 

	 	•	 	 Archive Booking; and 

  

	 	•	 	 Archive Flight Manifest. 

  

	 	•	 	 Data Store access does not include access to the PNR Archive database. 

Hosted Reservation Services – New Skies 
 Add-On Functionality 
 CRS/GDS/ARS Type B/Teletype or Type
A/EDIFACT Connectivity 
 General Features – CRS/GDS/ARS Type B/Teletype Connectivity 

 

	 	•	 	 Support for IATA/AIRIMP standard free-sale distribution using Teletype (Type B) formatting with host carrier receiving inbound sales from CRS/GDS/ARS,
or host carrier making outbound sales from Call Center or Website on targeted ARS interline partners. 

  

	 	•	 	 Support for IATA/AIRIMP Type B/Teletype message processing. The product has been certified with the following third party CRS/GDS/ARS providers: *****
all of which support the IATA AIRIMP Type B/Teletype message format. 

  

	 	•	 	 Host-to-host direct connectivity to exchange messages with ***** 

 

	 	•	 	 Guarantee inbound reservation sales with automated credit card approval/settlement through SkyPay. 

  
 Exhibit A - 40

 Hosted Services Agreement 

 

	 	•	 	 Confirm inbound CRS/GDS/ARS bookings with SSR ticket number form of payment notification, which includes the following IATA E-Ticket TKNE support:

  

	 	•	 	 Generate post-departure E-Ticket ‘Lifted/Boarded’ status updates to an Electronic Ticketing Interchange and Database Provider using standard
teletype ETL (E-Ticket List) messages. 

  

	 	•	 	 Transmit E-Ticket number data generated by the NAVITAIRE system via standard teletype automated SSR TKNE to host outbound interline carriers.

  

	 	•	 	 Accept and store E-Ticket number data transmitted via standard teletype automated SSR TKNE, issued by and validated on another airline that is not
hosted in the NAVITAIRE system. 

  

	 	•	 	 Accept and store E-Ticket number data transmitted via standard teletype automated SSR TKNE, issued by a GDS subscriber and validated on another carrier
that is not hosted in the NAVITAIRE system. 

  

	 	•	 	 Accept and store E-Ticket number data transmitted via standard teletype automated SSR TKNE, issued by a GDS subscriber and validated on the host
carrier’s accounting code. 

  

	 	•	 	 Store E-Ticket numbers in the NAVITAIRE system at the passenger and segment level. 

 

	 	•	 	 Note: Customer is responsible for negotiating and maintaining the appropriate agreements with an Electronic Ticketing Interchange and Database
Provider as well as bi-lateral Interline E-Ticketing agreements with other carriers. 

  

	 	•	 	 Auto-cancel or hold bookings when payment is not received inbound in the established timeframe, and to send notification to the CRS/GDS/travel agency.

  

	 	•	 	 Notify CRS/GDS/travel agency of Automatic Schedule Changes (ASC). 

 

	 	•	 	 Capture and validate IATA/ARC Terminal IDs, non-registered agency, or third-party account in Organizations. 

 

	 	•	 	 Support Automated Inventory (AVS) LC, LA, and LR messages to and from CRS/GDS/ARS customers. 

 

	 	•	 	 Process and reply to initial booking requests, change and cancel requests, and other update requests including DVD (divide number in party) and CHNT
(change name) messages. 

  

	 	•	 	 Calculate price and reply to CRS/GDS/ARS travel agency/carrier with the “amount due” for the external booking request.

  

	 	•	 	 View inbound Teletype communications with the CRS/GDS/ARS travel agencies within the PNR history. 

 

	 	•	 	 View and process rejected Teletype messages. 

  

	 	•	 	 Maintain travel agency and third-party Organization accounts. 

 

	 	•	 	 Set last seat availability or inventory open/close trigger levels for CRS/GDS/ARS bookings. 

 

	 	•	 	 Configure CRS/GDS/ARS booking configurations to allow or disallow: hold time, promotion codes, and agency payment automatic confirmation.

  

	 	•	 	 Specify which classes of service may be sold by the CRS/GDS/ARS. 

 

	 	•	 	 Auto-debit agency credit account for PNR booked or use agency credit when an appropriate SSR or OSI message is received. 

 

	 	•	 	 Automatically create credits for cancellation requests via booking configuration. 

 

	 	•	 	 Support a set of IATA/ARIMP Special Service Requests (SSR/OSI) including seat requests. 

 

	 	•	 	 Settle via Agency, Billing and Commission module functionality (optional). 

 

	 	•	 	 Support for industry-standard group name formats and SSR GRPS for group requests originated by a CRS/GDS/ARS. Group names must include at least three
(3) characters, including slashes and spaces. For example: 10IP/, 10IP/TOUR, 10IP TOUR, 10I/P, 10IPA. 

  

	 	•	 	 Selectively allow holds for CRS/GDS/ARS bookings based on any combination of User Group, Fare Class, Agency ID, flight (Segment) number, flight
(Segment) range, origin, or destination. 

  

	 	•	 	 Apply payment to group bookings, including the ability to accept group deposits (i.e., partial payments) using AG credit accounts.

  

	 	•	 	 Consolidators to apply payment to exiting, on hold PNRs transferred to the consolidator by a sub-agency without making the process visible to the
sub-agency. 

 Note: Customer is responsible for negotiating and maintaining the appropriate agreements
and any costs associated with the other host provider(s) for this connectivity (typically full availability participation) and for travel agency settlement. 
 General Features – CRS/GDS/ARS Type A/EDIFACT Booking Connectivity 
  

	 	•	 	 Type A/EDIFACT Booking Connectivity includes all features listed in Type B/Teletype Connectivity for CRS/GDS as listed above, in addition to the
following: 

  

	 	•	 	 Support interactive selling via EDIFACT ITAREQ/RES messages. 

 

	 	•	 	 Support PNR wrap-up via EDIFACT HWPREQ/RES messages. 

  

	 	•	 	 Support session clear or terminate via EDIFACT CLTREQ/RES messages. 

 

	 	•	 	 Accept and reply to sell requests for Segments (flights) marketed by Customer under their carrier code. 

 

	 	•	 	 Support for IATA/AIRIMP Type A/EDIFACT Booking messages. The product has been certified with the following third-party CRS/GDS/ARS providers: *****,
all of which support the IATA AIRIMP Type A/EDIFACT message formats. 

 Note: Customer is responsible
for negotiating and maintaining the appropriate agreements and any costs associated with the other host provider(s) for this connectivity (typically higher GDS participation levels) and for travel agency settlement and/or other carrier settlement.

 General Features – CRS/GDS/ARS Type A/EDIFACT Availability Connectivity 

 

	 	•	 	 Type A/EDIFACT Availability includes the ability to receive and reply to the following inbound Product Availability Offering messages:

  

	 	•	 	 Support for interactive availability via EDIFACT PAOREQ/RES messages. 

 

	 	•	 	 Support for market-based availability EDIFACT Message Types 44 and 45. 

 

	 	•	 	 Support for flight (Segment)-specific availability EDIFACT Message Types 46 and 47. 

 

	 	•	 	 Return real-time availability for Segments (flights) marketed by Customer under their own carrier code. 

 

	 	•	 	 Return a numeric inventory value for each class of service configured for use with the external system. 

  
 Exhibit A - 41

 Hosted Services Agreement 

 

	 	•	 	 Support for segment type indicators in a market request, including non-stop, direct/through, and connections. 

 

	 	•	 	 Support multiple-airport (station) code (MAC) requests. 

 

	 	•	 	 Accept and reply to market availability requests that contain a specific class of service. 

 

	 	•	 	 Support for IATA/AIRIMP Type A EDIFACT Availability messages. The product has not been certified for use with any CRS/GDS/ARS provider at this time.

 Note: Customer is responsible for negotiating and maintaining the appropriate agreements and any
costs associated with the other host provider(s) for this connectivity (typically higher GDS participation levels) and for travel agency settlement and/or other carrier settlement. 

General Features – Instant PayTM (requires Type B/Teletype or Type A/EDIFACT Booking Connectivity, as applicable, with
partner(s)) 
  

	 	•	 	 Accept and process passenger or agency credit card for booking confirmation. 

 

	 	•	 	 Auto-debit travel agency credit account for booking confirmation or debit agency credit when applicable SSR message is received.

  

	 	•	 	 Payment amount notification returned to travel agent via participating CRS/GDS. 

Note: Customer is responsible for negotiating and maintaining the appropriate agreements and any costs associated with the other
host provider(s) for this connectivity. 
 Codeshare Distribution 

General Features – Codeshare Distribution 
  

	 	•	 	 Support for IATA/AIRIMP standard codeshare free-sale distribution using Option 2 or Option 4 Type B/Teletype formatting with host carrier as operating
carrier and/or marketing carrier and; 

  

	 	•	 	 Support codeshare schedules. 

  

	 	•	 	 Support Option 2 or Option 4 booking requests. 

  

	 	•	 	 Support automated inventory (AVS) messages to codeshare partner. 

 

	 	•	 	 Support automated schedule change messages (ASC). 

  

	 	•	 	 Support receipt, storage of IATA SSR ticket number notifications (TKNA, E, M) per passenger. 

 

	 	•	 	 Control pricing and fares for codeshare segments. 

  

	 	•	 	 Support fare class mapping with partner. 

  

	 	•	 	 Support partner account payments, with ad-hoc or default IATA/agency accounts. 

 

	 	•	 	 Support dual record locator and TRL messages. 

  

	 	•	 	 Form of payment using payment methods used for other booking channels as enabled via New Skies reservation system configuration utility.

  

	 	•	 	 Unique codeshare indicator on reservation PNR displays. 

 

	 	•	 	 Support interline through check-in of baggage. 

  

	 	•	 	 Support optional booking record content of OA (other airline) passive/information segments. 

 

	 	•	 	 Add OA passive/informational segments during the check in process to facilitate through baggage check-in. 

 

	 	•	 	 View inbound teletype communications from codeshare partners within the PNR history. 

 

	 	•	 	 Process and reply to initial booking requests, change and cancel requests, and other updates including DVD (divide number in party) and CHNT (change
name) messages. 

  

	 	•	 	 View and process rejected teletype messages. 

  

	 	•	 	 Configure codeshare booking configurations to allow or disallow: hold time, promotion codes, and agency payment automatic confirmation.

  

	 	•	 	 Specify which classes of service may be sold by the codeshare partner. 

 

	 	•	 	 Support a set of IATA/AIRIMP special service requests (SSR/OSI) including seat requests, ticket number advisories, passenger service information such
as wheelchairs, pets, and more. 

  

	 	•	 	 Settlement via Agency, Billing, and Commissions module functionality. 

Note: Customer is responsible for negotiating and maintaining the appropriate agreements and any costs associated with the other
host provider(s) for this connectivity (typically full availability participation) and for codeshare settlement. 
 Block
Space Codeshare (non-automated booking inventory) 
 General Features – Block Space Codeshare (non-automated booking
inventory) 
  

	 	•	 	 Product support for block space codeshare distribution, host carrier as operating or marketing carrier. 

 

	 	•	 	 Ability to sell codeshare inventory from availability displays. 

Note: Contact NAVITAIRE for additional functionality available for related support processes and configuration available for
non-automated booking inventory process for block space arrangements. 
 E-Ticket Issuance and Connectivity (from SkySpeed)

 General Features – E-Ticket Issuance and Connectivity (from SkySpeed) 

 

	 	•	 	 Generate the following TKTREQ ticketing messages to an Electronic Ticketing Interchange and Database Provider using standard EDIFACT version 03:2 (#130
Issue, #131 Display, #79 System Cancel, and #134 Exchange/Reissue). 

  

	 	•	 	 Configure the data required to support Interline E-Ticketing in the NAVITAIRE system. 

  
 Exhibit A - 42

 Hosted Services Agreement 

 

	 	•	 	 Place host marketing codeshare and outbound interline bookings on a PNR queue for ticketing. 

 

	 	•	 	 Issue host carrier validated adult and infant Interline E-Tickets using the NAVITAIRE system. 

 

	 	•	 	 Reissue host carrier validated adult and infant Interline E-Tickets using the NAVITAIRE system. 

 

	 	•	 	 Reissue adult and infant Interline E-Tickets issued by and validated on another carrier when E-Ticket number and applicable fare data is stored in the
NAVITAIRE system. 

  

	 	•	 	 Reissue adult and infant Interline E-Tickets issued by a GDS subscriber and validated on another carrier when E-Ticket number and applicable fare data
is stored in the NAVITAIRE system. 

  

	 	•	 	 Display host carrier validated E-Ticket data using the NAVITAIRE system. 

 

	 	•	 	 Generate post-departure E-Ticket ‘Lifted/boarded’ status updates to an Electronic Ticketing Interchange and Database Provider using standard
teletype ETL (E-Ticket List) messages. 

  

	 	•	 	 Ability to transmit E-Ticket number data generated by the NAVITAIRE system via standard teletype automated SSR TKNE to host marketing codeshare and
outbound interline carriers. 

  

	 	•	 	 Ability to accept and store E-Ticket number data transmitted via standard teletype automated SSR TKNE, issued by and validated on another carrier that
is not hosted in the NAVITAIRE system. 

  

	 	•	 	 Accept and store E-Ticket number data transmitted via standard teletype automated SSR TKNE, issued by a GDS subscriber and validated on another carrier
that is not hosted in the NAVITAIRE system. 

  

	 	•	 	 Ability to accept and store E-Ticket number data transmitted via standard teletype automated SSR TKNE, issued by a GDS subscriber and validated on the
host carrier’s accounting code. 

  

	 	•	 	 Ability to store E-Ticket numbers in the NAVITAIRE system at the passenger and segment level. 

Note: Customer is responsible for negotiating and maintaining the appropriate agreements with an Electronic Ticketing Interchange
and Database Provider as well as bi-lateral Interline E-Ticketing agreements with other carriers. Functionality is available on ***** and higher. 
 E-Ticket Display for externally hosted E-Ticket database (from SkySpeed) 

General Features – E-Ticket Display for externally hosted E-Ticket database (from SkySpeed) 

 

	 	•	 	 Generate the following TKTREQ ticketing message to an Electronic Ticketing Interchange and Database Provider using standard EDIFACT version 03:2 (#131
Display). 

  

	 	•	 	 Display host carrier validated E-Ticket data stored in the host carrier’s external E-Ticket database, using SkySpeed.

  

	 	•	 	 Display interline partner validated E-Ticket data stored in the host carrier’s external E-Ticket database, using SkySpeed.

  

	 	•	 	 Booking details displayed from partner from host carrier E-Ticket database. 

Note: Customer is responsible for establishing an E-Ticket database hosting agreement with a third party vendor and negotiating the
appropriate bi-lateral Interline E-Ticketing agreements with other airlines and any costs associated with such. Functionality is available on ***** and higher. 
 Limitations and Exclusions 
  

	 	•	 	 E-Tickets displayed must be included in host carrier E-Ticket database. 

 

	 	•	 	 E-Ticket will be displayed only when the host carrier is a participating carrier on the E-Ticket. 

 

	 	•	 	 Only E-Tickets are included in E-Ticket display. For example, paper tickets will not be displayed. 

 

	 	•	 	 Functionality that allows coupon status updates is not included. 

 

	 	•	 	 E-Ticket number format supported is 13 digits. 

  

	 	•	 	 Search to display E-Ticket is driven solely by E-Ticket number. 

GoNow – Agent 
 General Features – GoNow – Agent 
  

	 	•	 	 Agent login security and permission settings. 

  

	 	•	 	 Integration with NAVITAIRE Terminal Emulator (NAVTE) to support SkyPort functions. 

 

	 	•	 	 Search for and select passengers. 

  

	 	•	 	 Display passenger, itinerary, and charge summary for selected passengers. 

 

	 	•	 	 Assign or modify seat assignments. 

  

	 	•	 	 Collect seat fees. 

  

	 	•	 	 Advanced baggage functionality. 

  

	 	•	 	 Support for special service requests (SSRs), with or without fees. 

 

	 	•	 	 Add service fees to bookings. 

  

	 	•	 	 Collect and authorize credit card and pre-paid payments. 

 

	 	•	 	 Check-in confirmed and standby passengers for hosted segments. 

 

	 	•	 	 Check-in using New Skies IATCI functionality. 

  

	 	•	 	 Modify booking information. 

  

	 	•	 	 Print and reprint boarding passes and passenger invoices. 

 

	 	•	 	 Travel component search and manifest display. 

  

	 	•	 	 Board passengers. 

  

	 	•	 	 Security document collection and enforcement. 

  

	 	•	 	 Receive interactive boarding directives (based on supported New Skies government security connections.) 

 

	 	•	 	 Support of New Skies Fly-Ahead functionality. 

  

	 	•	 	 Add and view booking comments. 

  
 Exhibit A - 43

 Hosted Services Agreement 

 

	 	•	 	 Display Aircraft Zone Report. 

  

	 	•	 	 Support for SITA/CUTE interface. (Customer is responsible for certification.) 

 

	 	•	 	 Support for ARINC/MUSE interface. (Customer is responsible for certification.) 

Note: Functionality is compatible with ***** and higher. ***** 

Limitations and Exclusions 
  

	 	•	 	 Off-line check-in functionality. 

  

	 	•	 	 Common use support for ARINC, ULTRA, and RESA: Further development is required to interface with hardware peripherals for document printing and
receiving inputs from the reader and scanning devices via common use API. Development and certification for these common use providers is not included with the GoNow base offering. 

GoNow – Touch (Kiosk) 
 General Features – GoNow – Touch (Kiosk) 
  

	 	•	 	 Self-serve check-in using a touch screen interface software application. 

 

	 	•	 	 Support for CUSS hardware device interface framework, integrating with the hardware via the CUSS API as referenced in the Common Use Self Service
technical Specifications Version 1.0 published by IATA. 

  

	 	•	 	 Support for the following hardware devices (not currently certified with any CUSS provider): 

 

	 	•	 	 API-boarding pass printer; 

  

	 	•	 	 Magnetic card swipe; 

  

	 	•	 	 Passport scanner; and 

  

	 	•	 	 Bar code reader. 

  

	 	•	 	 Support for multi-language interfaces using translation files provided by Customer. 

 

	 	•	 	 Customization of GoNow–Touch pages with color themes and branding provided by Customer. 

 

	 	•	 	 Retrieve reservation and select up to six (6) passengers for check-in and service via the following: 

 

	 	•	 	 Credit card magnetic swipe, based on cardholder name stored in track data; 

 

	 	•	 	 Confirmation number, using touch screen keyboard input; and 

 

	 	•	 	 Passenger ID number (i.e., Passenger VIP number), using touch screen keyboard input. 

 

	 	•	 	 Management of duplicate values resulting from multiple matching passenger names. 

 

	 	•	 	 Display error message(s) for passengers who cannot be checked in, including add comment to booking. 

 

	 	•	 	 Display and review itinerary details and flight status. 

 

	 	•	 	 Select seat(s) from a graphical seat map, restricting configured blocked seats from being assigned. 

 

	 	•	 	 Select number of bags. 

  

	 	•	 	 Check in selected passenger(s). 

  

	 	•	 	 Add customer ID to passenger record. 

  

	 	•	 	 Print boarding pass(es). 

  

	 	•	 	 Display input track data from CUSS hardware while in test mode. 

Note: Customer is responsible for negotiating and maintaining the appropriate agreements and any costs associated with the other
host provider(s) for this connectivity. ***** 
 Limitations and Exclusions 

 

	 	•	 	 Customer is responsible for scheduling and costs associated with common use certification, including additional development required to achieve ARINC
CUSS certification (i.e., CUSS or ARINC required exception and deployment requirements). 

  

	 	•	 	 Kiosk hardware support and monitoring is not included. 

 

	 	•	 	 NAVITAIRE will provide default GoNow Touch web skins. Customer is responsible for development and testing of any branding, localization, and
customization. 

 Customer Value and Recognition Rules Engine and Intelligent Seating 

Includes: 
  

	 	•	 	 Customer Value and Recognition Rules Engine. 

  

	 	•	 	 Intelligent Seating. 

  

	 	•	 	 Customer Value Based Irregular Operations and Schedule Changes. 

 

	 	•	 	 Customer Value Seat Assignment Scheduler (Interface to Seat or Re-seat all Passengers on a Travel Segment). 

 

	 	•	 	 Day of Departure FlyAhead Functions (Interface to Establish Alternative Same Day Travel and Associated Fees Offers). 

Note: Features of this suite are available in a series of New Skies releases beginning with New Skies 3.2, with more features added
in 3.3 and 3.4. New Skies target release 3.4 is considered the baseline release with all functionality listed in this section. 

General Features – Customer Value and Recognition Rules Engine 

 

	 	•	 	 Configure rules for customer value score. 

  

	 	•	 	 Apply rules and score passengers in a PNR. 

  

	 	•	 	 Rules based on certain PNR criteria (e.g., program level, fare, ancillary products, class of service, origin/destination).

  

	 	•	 	 Configure display value for passenger score range (e.g., High, Medium, Low). 

 

	 	•	 	 Display customer value default score in SkySpeed and SkyPort. 

 

	 	•	 	 Use customer value to set priority during operational disruptions (IROP) or schedule changes (reaccommodation). 

  
 Exhibit A - 44

 Hosted Services Agreement 

 

	 	•	 	 Use customer value during seat assignment scheduler service. 

 

	 	•	 	 Use customer value to determine FlyAhead (same day confirmed) eligibility for operational involuntary or customer convenience offers.

  

	 	•	 	 Expose scoring service via APIs. 

 General Features – Intelligent Seating 
  

	 	•	 	 Seat assignment by multiple factors, such as seat groups, togetherness, priority, seat sets, and uniform allocation. 

 

	 	•	 	 Search for, view, and reserve seats with specific properties. 

 

	 	•	 	 Mouse over seats to view seat properties. 

  

	 	•	 	 Search for forward-facing seats. 

  

	 	•	 	 Store seat preferences on the booking for reseating, including cancel-rebook. 

 

	 	•	 	 Manage access to seat properties by role. 

  

	 	•	 	 Create custom images for physical seat maps in all booking channels. 

 

	 	•	 	 Vector-based seat maps. 

  

	 	•	 	 Automatically re-assign seats during reaccommodation, IROP, and equipment swap. 

 

	 	•	 	 Manage seat fulfillment with automated queues. 

  

	 	•	 	 Track seat satisfaction and seating behavior with standard reports. 

Advanced Features – Intelligent Seating 
  

	 	•	 	 Seat assignment by additional factors, such as customer recognition value, origin/destination, zone, weight-balance, and segment optimization.

  

	 	•	 	 Create custom seat properties, including various options for search and seat assignment behavior. 

 

	 	•	 	 Restrict seats based on SSR. 

  

	 	•	 	 Use marketing configurations for flexible physical inventory and seat properties. 

 

	 	•	 	 Automated moveable class curtain. 

  

	 	•	 	 Modify physical inventory and seat properties daily according to travel segment or market. 

 

	 	•	 	 Run on-demand reseating in AU Grid, SkySchedule and at the airport/station via GoNow. 

 

	 	•	 	 Automatically seat passengers before departure, including batch processing. 

 

	 	•	 	 Test and preview ad hoc reseating results. 

  

	 	•	 	 View reseating progress in a Batch Job Viewer. 

  

	 	•	 	 Configure seat assignment satisfaction threshold for passengers. 

 

	 	•	 	 Track seat satisfaction at the travel segment level and booking/passenger level. 

 

	 	•	 	 Manage seat fulfillment via automated reseating queue events. 

Limitations and Exclusions 
  

	 	•	 	 Interface is “as is” in SkySpeed. 

  

	 	•	 	 There is no interface in SkyPort. 

  

	 	•	 	 Functionality does not include SkySales customization. 

 

	 	•	 	 Functionality is not supported in GDS or similar external channels - this is not an industry-based product. 

Booking History Files 
 General Features – Booking History Files 
  

	 	•	 	 Capture and store booking activity files from the Hosted Reservation Services to be used as input for a Revenue Management System.

  

	 	•	 	 Customer is responsible for formatting booking history files to be compatible with a third party Revenue Management System.

  

	 	•	 	 NAVITAIRE will provide the layout of the booking history file to Customer’s third party Revenue Management System services provider upon request.

 Note: If Customer is not currently using a Revenue Management System, NAVITAIRE will store the
booking history files until such time Customer determines they wish to use a Revenue Management System. 
 API Suites

 General Features – Booking and Voucher API Suite 

 

	 	•	 	 Obtain inventory and fare availability for travel segments (flight, train, bus, ferry, etc.) in a market. 

 

	 	•	 	 Obtain inventory and fare availability for a whole itinerary. 

 

	 	•	 	 Price an itinerary including all fares and taxes. 

  

	 	•	 	 Display fare rule content. 

  

	 	•	 	 Create or cancel bookings for specified travel segments (flight, train, bus, ferry, etc.). 

 

	 	•	 	 Obtain SSR availability for specified travel segments (flight, train, bus, ferry, etc.). 

 

	 	•	 	 Book or cancel specified SSR(s). 

  

	 	•	 	 Retrieve a booking by record locator. 

  

	 	•	 	 Provide a list of names. 

  

	 	•	 	 Display seat maps for specified travel segments (flight, train, bus, ferry, etc.). 

 

	 	•	 	 Assign or unassign seats on specified travel segments (flight, train, bus, ferry, etc.) for one or more passengers. 

 

	 	•	 	 Accept schedule changes made to segments in a booking. 

  
 Exhibit A - 45

 Hosted Services Agreement 

 

	 	•	 	 Retrieve bookings by specified search criteria including 3rd party record locators. 

 

	 	•	 	 Display booking history and payment information. 

  

	 	•	 	 Retrieve stored baggage information by record locator. 

 

	 	•	 	 Add, commit, and retrieve accounts and account transactions. 

 

	 	•	 	 Manage queues, including add, update, and delete from a booking queue. 

 

	 	•	 	 Search by lowest fare in a market for a number of days out. (Premium service in which additional Fees apply.) 

 

	 	•	 	 Booking APIs can be used to develop and provide booking applications available on mobile devices. 

 

	 	•	 	 Third-party vendor capabilities to create, void, and reinstate vouchers. 

General Features – Check-in API Suite 
  

	 	•	 	 Interact with third-party vendors, including kiosk check-in service providers. 

 

	 	•	 	 Retrieve manifest or travel segment information. 

  

	 	•	 	 Display seat maps. 

  

	 	•	 	 Request or change seat assignments for specified passengers at time of check-in. 

 

	 	•	 	 Confirm check-in status for specified passengers and generate boarding passes. 

 

	 	•	 	 Generate baggage tags for specified passengers. 

  

	 	•	 	 Reprint boarding passes for checked-in passengers. 

  

	 	•	 	 Security control for check-in of selected passengers. 

 

	 	•	 	 Generate Advance Passenger Information System (APIS) messages. (Premium service in which additional Fees apply.) 

 

	 	•	 	 Check-In APIs can be used to develop and provide check-in services on mobile devices. 

General Features – Weight and Balance API Suite 
 The Weight and Balance API supports data transfer between the Hosted Reservation Services and a third-party weight-and-balance application, as follows: 

 

	 	•	 	 Schedule and Operational event data are sent to a dedicated travel queue so flight data and status can be retrieved via the API and used by a
third-party weight-and-balance application. 

  

	 	•	 	 The Webservice API method allows third parties to: 

  

	 	•	 	 Retrieve flight details and flight event details; and 

 

	 	•	 	 Retrieve summarized sales and check-in data. 

  

	 	•	 	 The summarized passenger, passenger seat zone, baggage counts, and check-in status, can be requested at any time during the selling period through the
post departure period. 

 Limitations and Exclusions 

 

	 	•	 	 Summarized travel component information is provided at the leg level. Information is not provided at the thru or connecting Segment level.

  

	 	•	 	 Technical support or development needed to integrate with a third-party application is the responsibility of Customer. 

 

	 	•	 	 Use of data to calculate and produce final weight-and-balance load instructions or compliance reports is Customer’s responsibility.

 Negotiated Allotment (NegoAllotment) 

General Features – Negotiated Allotment (NegoAllotment) 

 

	 	•	 	 Search and view existing negotiated allotment contract details. 

 

	 	•	 	 Create, update, and release allotment space. 

  

	 	•	 	 Configure price per seat and fare rule options. 

  

	 	•	 	 Restrict sales of allotment inventory to specified distributors. 

 

	 	•	 	 Support for all standard reservation functions on allotment bookings. 

 

	 	•	 	 Protect and re-accommodate allotment passengers and space. 

 

	 	•	 	 User interface to administer contracts. 

  

	 	•	 	 Support for integration with a contract management system and processing of name lists through the Allotment API, which includes the following:

  

	 	•	 	 Search and view existing negotiated allotment contract details. 

 

	 	•	 	 Create, update, and release allotment space. 

  

	 	•	 	 Configure price per seat and fare rule options. 

  

	 	•	 	 Add, commit, and retrieve accounts and account transactions. 

 

	 	•	 	 Access to the Negotiated Allotment (NegoAllotment) functionality. 

 

	 	•	 	 Support for tour operator fares using negotiated fares. 

 Limitations and Exclusions 
  

	 	•	 	 Booking of blocked space via SkySales and GDS booking channels are not supported. 

 

	 	•	 	 Requires Allotment API Suite add-on functionality. 

  

	 	•	 	 Name lists are not supported; this is handled via the Booking API. 

Hosted Web Check-in 
 General Features – Hosted Web Check-in 
  

	 	•	 	 Retrieve passenger and travel component information by information such as credit card, record locator, travel component/passenger name, and customer
number. 

  
 Exhibit A - 46

 Hosted Services Agreement 

 

	 	•	 	 Display seat maps. 

  

	 	•	 	 Request or change seat assignments for specified passengers. 

 

	 	•	 	 Confirm check-in status for specified passengers. 

  

	 	•	 	 Generate boarding passes. 

 3-D Secure Programs 
 General Features – 3-D Secure Programs

  

	 	•	 	 Support for Verified by Visa and MasterCard Secure Code (3-D Secure Programs), which are optional programs, available at additional cost, for Customer
to participate in with their acquiring banks and/or payment service provider. Functionality is fully dependent upon the acquiring bank and/or payment service provider. 

 

	 	•	 	 Ability to send passenger credit card detail to Cardinal Commerce. 

 

	 	•	 	 Ability to receive 3-D Secure response from Cardinal Commerce. 

 

	 	•	 	 Ability to continue processing for transaction within New Skies based upon response from Cardinal Commerce, either continue to authorization or decline
transaction. 

  

	 	•	 	 Ability to pass response from Cardinal Commerce to authorization and/or settlement file. 

 

	 	•	 	 A timeout with Cardinal Commerce, length as configured in SkyPay, will bypass 3-D Secure and continue with authorization. 

Limitations and Exclusions 
  

	 	•	 	 NAVITAIRE’s responsibility is limited to sending the data to Cardinal Commerce and continuing processing within New Skies based upon the response
from Cardinal Commerce. 

  

	 	•	 	 NAVITAIRE has no responsibility as to the evaluation of the credit card 3-D Secure status. 

 

	 	•	 	 NAVITAIRE has no responsibility as to the security of the credit card data once that data is passed to Cardinal Commerce. 

 

	 	•	 	 Agreement on the 3-D Secure scope, processing, functionality and any applicable Cardinal Commerce costs are the responsibility of Customer and are
subject to separate agreement between Cardinal Commerce and Customer, to the exclusion of NAVITAIRE. 

Dynamic Currency Conversion (DCC) 
 General Features – Dynamic Currency Conversion (DCC) 
  

	 	•	 	 Allows the cardholder to connect to a third-party vendor, who facilitates payment for an international transaction in their local currency. The
Foreign Currency Exchange Provider works with acquiring banks to offer multiple currencies, which are then made available to Customer and cardholder. 

  

	 	•	 	 Sends a call to the core New Skies system to check if DCC is available for the card being entered and returns the result to SkySales without leaving
the payment page. 

  

	 	•	 	 Supports: 

  

	 	•	 	 Foreign Currency Exchange rate lookup and retrieval. 

  

	 	•	 	 Reporting to identify and track DCC acceptance. 

  

	 	•	 	 Payment reporting details transactions and currencies. 

 Limitations and Exclusions 
  

	 	•	 	 Foreign Currency Exchange rate lookup and retrieval requires separate commercial agreement directly with an approved vendor.

  

	 	•	 	 Currency Conversion is only available on Visa and MasterCard credit card transactions. 

 

	 	•	 	 NAVITAIRE cannot guarantee the validity of the rates provided by any Foreign Currency Exchange Provider. 

Multi-Currency Conversion (MCC) 
 General Features – Multi-Currency Conversion (MCC) 
  

	 	•	 	 To be provided 

 Limitations and Exclusions 
  

	 	•	 	 Foreign Currency Exchange rate lookup and retrieval requires separate commercial agreement directly with RBS for their “FX Micropay” product.

  

	 	•	 	 Available for SkySales bookings only. 

  

	 	•	 	 Acquiring Bank must provide multi-currency merchant account. 

 

	 	•	 	 NAVITAIRE cannot guarantee the validity of the rates provided by any Foreign Currency Exchange Provider. 

Data Store Products 
 General Features – Data Store 
  

	 	•	 	 The Data Store (DS) offers customers read only access to ***** of data in the Operational Data Store (ODS) and Data Warehouse (DW) for custom reporting
needs. 

  

	 	•	 	 Customers cannot create custom objects in or modify the ODS or DW data. 

  
 Exhibit A - 47

 Hosted Services Agreement 

 

	 	•	 	 Standard New Skies reports continue to run against the ODS. 

 

	 	•	 	 NAVITAIRE provides the following services for the Data Store: 

 

	 	•	 	 Delivery of data committed to the New Skies database via replication articles, typically ***** 

 

	 	•	 	 Transactional Data Integrity where the data committed to the New Skies database are replicated to the DS. 

 

	 	•	 	 Supports ***** user logins. 

  

	 	•	 	 Documentation includes the data model, training curriculum, and explanations of the Data Store architecture, replication, and support processes.

 Note: Due to the detailed transactional nature of the data store database, this product supports
custom reports but is not suited for large, time consuming queries (e.g., table scans to summarize large time frames of detailed data) or data Extraction, Transformation, and Loading (ETL) purposes. If replication to the ODS is delayed due to
demanding user queries, NAVITAIRE reserves the right to abort such queries. Operational issues with the Data Store that result from NAVITAIRE’s hosting environment or staff will be addressed and corrected by NAVITAIRE. Identification and/or
correction of issues resulting from Customer’s use of the Data Store are billable on a time and materials basis. Questions, consulting requests, or other training and informational needs related to the Data Store will be obtained by following
the standard Work Order process and contracting with Navitaire Professional Services (NPS). These services are not provided as part of this Agreement. 
 Limitations and Exclusions – Data Store 
 The Data Store is not
equipped to support the following: Reports, extract processes, or applications that have time-critical needs (e.g. government security, airport check-in, boarding, baggage, or other time-critical operational reports or data feeds) or interactive
applications that enable inserting, adding, or updating reservation data. The New Skies Web Service APIs have been designed to support these functions. 
 Note: There are no response time commitments for the Data Store. Service level measurements and/or penalties do not apply for replication delays. 

General Features – Data Store Workbench 
  

	 	•	 	 The Data Store Workbench (DSW) offers customers read only access to the Operational Data Store (ODS) and Data Warehouse (DW) data, as well as
read/write access to the Data Store Workbench (DSW) database, for custom reporting, extraction, transformation, and loading. 

  

	 	•	 	 Customers can create and store custom objects in the DSW database, located on the same physical server as the ODS and DW, but cannot create custom
objects in or modify the ODS or DW data. 

  

	 	•	 	 The DSW database size is capped ***** 

  

	 	•	 	 Database user privileges are limited to DDL_ADMIN. 

  

	 	•	 	 NAVITAIRE IT staff provides basic database administration services for the DSW database which include standard data backup and recovery support.

  

	 	•	 	 Job scheduling is not permitted on the DSW database server. If implemented, customers will host scheduling services on their servers at their location
(e.g., SQL Server Integration Services packages). 

  

	 	•	 	 Standard New Skies reports continue to run against the ODS. 

 

	 	•	 	 NAVITAIRE provides the following services for the Data Store Workbench: 

 

	 	•	 	 Delivery of data committed to the New Skies database via replication articles, typically ***** 

 

	 	•	 	 Transactional Data Integrity where the data committed to the New Skies database are replicated to the DS. 

 

	 	•	 	 Supports ten (10) standard user logins and ***** user login. 

 

	 	•	 	 Documentation includes the data model, training curriculum, and explanations of the data store architecture, replication, and support processes.

 Note: This product is designed for light custom reporting and moving reservations data to another
database, data warehouse, or other system outside of the New Skies environment for processing. Due to the detailed transactional nature of the data store database, this product does not support heavy data processing tasks. If replication to the ODS
is delayed due to demanding user queries, NAVITAIRE reserves the right to abort such queries. Operational issues with the Data Store Workbench that result from NAVITAIRE’s hosting environment or staff will be addressed and corrected by
NAVITAIRE. Identification and/or correction of issues resulting from Customer’s use of the Data Store Workbench are billable on a time and materials basis. Questions, consulting requests, or other training and informational needs related to the
Data Store Workbench will be obtained by following the standard Work Order process and contracting with Navitaire Professional Services (NPS). These services are not provided as part of this Agreement. 

Limitations and Exclusions – Data Store Workbench 
 The Data Store Workbench is not equipped to support the following: Reports, extract processes, or applications that have time-critical needs (e.g. government security, airport check-in, boarding, baggage,
or other time-critical operational reports or data feeds) or interactive applications that enable inserting, adding, or updating reservation data. The New Skies Web Service APIs have been designed to support these functions. 

Note: There are no response time commitments for the Data Store Workbench. Service level measurements and/or penalties do not apply
for replication delays. 
 General Features – Enhanced Data Store 

 

	 	•	 	 The Enhanced Data Store (EDS) offers customers the same features as the Data Store Workbench (DSW) and provides greater reporting flexibility to
separate critical standard reporting from heavy, ad-hoc reporting. The Enhanced Data Store (EDS) provides an additional copy of the Operational Data Store (ODS) and is designed to support special reporting and ETL, read-only needs.

  
 Exhibit A - 48

 Hosted Services Agreement 

 

	 	•	 	 Customers can create and store custom objects in the DSW database, located on the same physical server as the ODS and DW, but cannot create customer
objects in or modify the EDS data. 

  

	 	•	 	 The primary distinction between the EDS and DSW products is that the EDS is designed to provide significantly more processing power by offloading the
ETL, custom reporting, and custom queries to dedicated hardware. 

  

	 	•	 	 Standard New Skies reports continue to run against the ODS. 

 

	 	•	 	 NAVITAIRE provides the following services for the Enhanced Data Store: 

 

	 	•	 	 Delivery of data committed to the New Skies database via replication articles, typically *****Transactional Data Integrity where the data committed to
the New Skies database are replicated to both the DS and EDS. 

  

	 	•	 	 Supports ten (10) standard user logins and ***** user login. 

 

	 	•	 	 Documentation includes the data model, training curriculum, and explanations of the data store architecture, replication, and support processes.

 Note: If replication to the ODS is delayed due to demanding user queries, NAVITAIRE reserves the
right to abort such queries. Operational issues with the Enhanced Data Store that result from NAVITAIRE’s hosting environment or staff will be addressed and corrected by NAVITAIRE. Identification and/or correction of issues resulting from
Customer’s use of the Enhanced Data Store are billable on a time and materials basis. Questions, consulting requests, or other training and informational needs related to the Enhanced Data Store will be obtained by following the standard Work
Order process and contracting with Navitaire Professional Services (NPS). These services are not provided as part of this Agreement. 
 Limitations and Exclusions – Enhanced Data Store 
 The Enhanced Data
Store is not equipped to support the following: Reports, extract processes, or applications that have time-critical needs (e.g. government security, airport check-in, boarding, baggage, or other time-critical operational reports or data feeds) or
interactive applications that enable inserting, adding, or updating reservation data. The New Skies Web Service APIs have been designed to support these functions. 
 Note: There are no response time commitments for the Enhanced Data Store. Service level measurements and/or penalties do not apply for replication delays. 

Extended PNR Archiving 
 General Features – Extended PNR Archiving 
  

	 	•	 	 General Features, Limitations, and Exclusions of PNR Archiving are applicable for the Extended PNR Archiving. 

 

	 	•	 	 Retains PNR data in the Extended PNR Archive as long as specified in Exhibit K of the Agreement. 

Note: If Extended PNR Archiving is not selected by Customer, PNR data will be removed from the production system ***** after the
last flight segment in a PNR has been marked as flown or no-show. 
 Ticket Services and Sales Data Interchange (TCN File)

 General Features – Ticket Services and Sales Data Interchange (TCN File) 

 

	 	•	 	 User interface to update ticket ranges in use, including MCOs, MPDs and Refunds. 

 

	 	•	 	 Assigns a document number to each booking. 

  

	 	•	 	 Converts all ticketless booking data into ticketed type records. 

 

	 	•	 	 Daily file of sales, exchanges, refunds, lifts and no-shows. 

 

	 	•	 	 File format conforms to NAVITAIRE TCN specification. 

 Note: Customer must obtain a range of ticket numbers which can be used in this New Skies module specifically for reporting New Skies data to a third-party passenger revenue accounting system.

 Low Fare Finder 
 General Features – Low Fare Finder 
  

	 	•	 	 Ability to search for the lowest fares within a specified time frame (up to a ***** period on either side of a target date and in a user-specific
market). 

  

	 	•	 	 Search results display the lowest fares in a calendar format within the specific time frame. 

 

	 	•	 	 Ability to allow passenger to view promotional fares without forcing passenger to conduct a search. 

 

	 	•	 	 Ability to allow passenger to view all available flights over a range of dates, rather than limiting search to a single departure date and arrival
date. 

 Limitations and Exclusions 

 

	 	•	 	 Service Level targets and/or penalty/rebate calculations do not apply for this product or for any Service Level issues caused by this product.

  

	 	•	 	 Tests have been performed on the functionality to confirm basic operating requirements, but in the event that the Low Fare Finder functionality is
determined to have impact on other functions, NAVITAIRE reserves the right to temporarily disable functionality. 

  

  
 Exhibit A - 49

 Hosted Services Agreement 

 

 All-Inclusive Pricing 

General Features – All-Inclusive Pricing 
  

	 	•	 	 Provides Customer with the ability to build base fares and then configure the system to display the all-inclusive price in SkySpeed, SkySales, and
SkyPort. 

  

	 	•	 	 Provides Customer with the ability to implement a flexible solution, disclosing unavoidable costs associated with the booking at the time of sale, only
when specifically configured to do so. 

  

	 	•	 	 Ability to configure by market and by specific user role (“All Markets” setting is available). 

 

	 	•	 	 Displays a combined base fare plus all applicable taxes and travel fees for the passenger. 

Limitations and Exclusions – All-Inclusive Pricing 

 

	 	•	 	 The system will only apply taxes and additional travel fees as set up by Customer. 

 

	 	•	 	 Does not communicate an all-inclusive price to CRS/GDS/ARS booking channels. 

Disaster Recovery Services 
 General Features – Disaster Recovery Services 
 Disaster Recovery
Services will provide a backup location for the Hosted Reservation Services Base Functionality. If Disaster Recovery Services are not selected in Section 2 of Exhibit A, no backup environment will exist for Customer at a site geographically
independent from the primary data center. Customer understands that there is an inherent risk to declining Disaster Recovery Services. Customer has chosen to DECLINE Disaster Recovery Services. 

FTP Connectivity for Operational Messages 
 General Features – FTP Connectivity for Operational Messages – Outbound Messaging 
  

	 	•	 	 Deliver outbound messages to a single IP address, as an alternate to Type B/Teletype delivery. 

 

	 	•	 	 Outbound messages adhere to the same formats and data structures outlined in the New Skies GDS Reference Guide. 

 

	 	•	 	 Support for the following outbound message types: 

  

	 	•	 	 ADL - Additions and Deletions List 

  

	 	•	 	 BSM - Baggage Service Message 

  

	 	•	 	 MVT - Aircraft Movement message 

  

	 	•	 	 NAM - Lid/Sold custom message 

  

	 	•	 	 PIS - Advanced Passenger Information System 

  

	 	•	 	 PNL - Passenger Name List 

  

	 	•	 	 PXA - Actual Passenger ‘checked-in’ counts 

  

	 	•	 	 PXB - Actual Passenger ‘booked’ counts 

 General Features – FTP Connectivity for Operational Messages – Inbound Messaging 
  

	 	•	 	 Receive inbound messages to an established FTP account as an alternative to Type B/Teletype. 

 

	 	•	 	 Process inbound messages from the FTP account, consistent with processing messages received via Type B/Teletype connectivity.

  

	 	•	 	 Inbound messages adhere to the same formats and data structures outlined in the New Skies GDS Reference Guide. 

 

	 	•	 	 Support for the following inbound message types: 

  

	 	•	 	 MVT - Aircraft Movement message 

  

	 	•	 	 OPS - Weather/Flight-Release file 

  

	 	•	 	 PFS - Passenger Final Status 

  

	 	•	 	 PXA - Actual Passenger “checked-in” counts 

  

	 	•	 	 PXB - Actual Passenger “booked” counts 

 Limitations and Restrictions 
  

	 	•	 	 The FTP message transport service is not guaranteed like Type B/Teletype delivery. If there is a failure during message transmission, data may be lost.
However, the circuits and servers supporting this feature in the ESC environment are stable and do not normally experience issues. 

  

	 	•	 	 Messages delivered via FTP connectivity are transmitted over a private connection to Customer’s FTP server. They are not transmitted over the
internet due to security concerns and/or industry compliance standards. 

  

	 	•	 	 Customer is responsible for forwarding Outbound FTP messages from their FTP server to the final destination, when required. NAVITAIRE does not transmit
FTP messages directly to the final destination. 

 FTP Connectivity for XML Itineraries 

General Features – FTP Connectivity for XML Itineraries 

 

	 	•	 	 Deliver outbound messages to a single IP address. 

  

	 	•	 	 Support for the following outbound message types: 

  

	 	•	 	 XML Itineraries 

 Limitations and Restrictions 
  

	 	•	 	 The FTP message transport service is not guaranteed like Type B/Teletype delivery. If there is a failure during message transmission, data may be lost;
however, the notification infrastructure supporting this feature is stable and does not normally experience issues. 

  
 Exhibit A - 50

 Hosted Services Agreement 

 

	 	•	 	 Messages delivered via FTP connectivity are transmitted over a private connection to Customer’s FTP server. They are not transmitted over the
internet due to security concerns and/or industry compliance standards. 

  

	 	•	 	 Customer is responsible for forwarding Outbound FTP messages from their FTP server to the final destination, when required. NAVITAIRE does not transmit
FTP messages directly to the final destination. 

  

	 	•	 	 For itinerary transmission via notification services, the transmission is done in the clear-text and no sensitive data should be included. Customer
should “mask” the data. 

 Type B/Teletype Connectivity for Operational Messages 

General Features – Type B/Teletype Connectivity for Operational Messages 

Outbound Messaging 
  

	 	•	 	 Deliver outbound messages to Type B/Teletype addresses. 

 

	 	•	 	 Outbound messages adhere to the same formats and data structures outlined in the New Skies Type B/Teletype Messaging Reference Guide.

  

	 	•	 	 Support for the following outbound message types: 

  

	 	•	 	 ADL - Additions and Deletions List 

  

	 	•	 	 BSM - Baggage Service Message 

  

	 	•	 	 MVT - Aircraft Movement message 

  

	 	•	 	 NAM - Lid/Sold custom message 

  

	 	•	 	 PNL - Passenger Name List 

  

	 	•	 	 PXA - Actual Passenger ‘checked-in’ counts 

  

	 	•	 	 PXB - Actual Passenger ‘booked’ counts 

  

	 	•	 	 PAL - Passenger Assistance List 

  

	 	•	 	 CAL - Change Assistance List 

  

	 	•	 	 Support for the following for PAL/CAL messages: 

  

	 	•	 	 Meets requirements identified in IATA Document 1708a, Any Passenger Assistance List (PAL) and Change Assistance List (CAL) messages will be forwarded
via Type-B Messaging. 

  

	 	•	 	 A PAL list will be generated one time for each designated flight. 

 

	 	•	 	 A CAL list will be generated only if there are changes since the delivery of the flight’s initial PAL list. Multiple CAL lists may be generated,
if necessary, due to subsequent changes to passenger information and their reduced mobility qualification status (add, change, delete). 

  

	 	•	 	 PAL and CAL lists are automatically generated and contain the following information: 

 

	 	•	 	 Flight Information 

  

	 	•	 	 Passenger name 

  

	 	•	 	 SSR code (BNLD, DEAF, DPNA, MAAS, WCHC, WCHR, WCHS) 

  

	 	•	 	 Flight Details 

  

	 	•	 	 One inbound connection 

  

	 	•	 	 One outbound connection 

  

	 	•	 	 If a designated flight has no PRMs on board, a PAL and/or CAL list is still generated. In such cases, a NIL value is provided.

 Inbound Messaging 
  

	 	•	 	 Receive inbound messages to a Type B/Teletype address. 

 

	 	•	 	 Process inbound messages received via Type B/Teletype connectivity. 

 

	 	•	 	 Inbound messages adhere to the same formats and data structures outlined in the New Skies Type B/Teletype Messaging Reference Guide.

  

	 	•	 	 Support for the following inbound message types: 

  

	 	•	 	 MVT - Aircraft Movement message 

  

	 	•	 	 OPS - Weather/Flight-Release file 

  

	 	•	 	 PFS - Passenger Final Status 

  

	 	•	 	 PXA - Actual Passenger “checked-in” counts 

  

	 	•	 	 PXB - Actual Passenger “booked” counts 

 Note: Customer is responsible for negotiating and maintaining the appropriate agreements and any costs associated with the other host provider(s) for this connectivity. 

Type B/Teletype Connectivity for AVS Messages 
 General Features – Type B/Teletype Connectivity for AVS Messages 
  

	 	•	 	 Deliver Type B/Teletype Availability Status (AVS) Messages either automatically or manually to selected partner. 

Note: Customer is responsible for negotiating and maintaining the appropriate agreements and any costs associated with the other
host provider(s) for this connectivity. 
 MQSeries Connectivity for Operational Messages 

General Features – MQSeries Connectivity for Operational Messages 

 

	 	•	 	 Receive inbound messages and deliver outbound to the final destination as an alternate to Type-B/Teletype delivery 

 

	 	•	 	 Provides for improved support from the NAVITAIRE operations and support teams. 

 

	 	•	 	 Provides a higher degree of reliability when compared to FTP type messaging and has built error handling, correction, and retry logic.

  

	 	•	 	 Provide for Type B/Teletype guaranteed delivery. 

  

	 	•	 	 Support for receipt of any message or data with a Type B/Teletype header over the MQ links. 

 

	 	•	 	 Outbound messages adhere to the same formats and data structures as outlined in the New Skies Type B/Teletype Messaging Reference Guide.

  
 Exhibit A - 51

 Hosted Services Agreement 

 

 Limitations and Restrictions 

 

	 	•	 	 Available only for hosted Customers that have their own MQ Server. 

 

	 	•	 	 NAVITAIRE will transmit via MQ series directly to the final destination. 

 

	 	•	 	 Standard Schedule Messages (SSM) and/or Ad-hoc Schedule Messages (ASM) 

Standard Schedule Messages (SSM) and/or Ad-hoc Schedule Messages (ASM) 

General Features – Standard Schedule Messages (SSM) and/or Ad-hoc Schedule Messages (ASM) 

 

	 	•	 	 Receive and send the following SSM sub-messages: NEW, TIM, REV, EQT, FLT, ADM, RPL, SKD, CNL 

 

	 	•	 	 Receive and sent the following ASM sub-messages: NEW, TIM, RRT, EQT, CON, FLT, ADM, RPL, CNL 

 

	 	•	 	 Update individual flight lines via SSM as opposed to the now standard SSIM process. 

 

	 	•	 	 Update individual flight dates via ASM (operational changes). 

 

	 	•	 	 Target individual partners on a message / sub-message basis with outbound SSM’s and ASM’s. 

 

	 	•	 	 Setup an email distribution list that is contacted when an SSM results in the creation of a reaccommodation batch. 

 

	 	•	 	 Process TTY queue entries for rejected messages that failed to process within New Skies. 

 

	 	•	 	 Messages are delivered by either Type B/Teletype or FTP. 

 Note: Customer is responsible for negotiating and maintaining the appropriate agreements and any costs associated with the other host provider(s) for this connectivity. 

Limitations and Exclusions 
  

	 	•	 	 SSM’s not currently supported: ACK, NAC, REV, RSO 

 

	 	•	 	 ASM’s not currently supported: RIN, ACK, NAC 

 Note: Ad-hoc Schedule Messages (ASM) are only supported on New Skies release 3.4.5 or higher 
 Advanced Passenger Information System (APIS) 
 General Features –
Advanced Passenger Information System (APIS) 
  

	 	•	 	 Collect via travel document information from various sources during the booking process and at check-in. (Some restrictions apply based on government
requirements.) 

  

	 	•	 	 APIS is supported in the following products: 

  

	 	•	 	 Call center applications (SkySpeed) 

  

	 	•	 	 Airport (SkyPort) via passport scanner or manual input 

 

	 	•	 	 API (booking and check-in) 

  

	 	•	 	 GDS 

  

	 	•	 	 Codeshare 

  

	 	•	 	 System supports document verification processes during check-in and passenger boarding (as required). 

 

	 	•	 	 APIS data is transmitted via SITA/ARINC in UN-EDIFACT/PAXLST format with the following information: 

 

	 	•	 	 Flight 

  

	 	•	 	 Passenger 

  

	 	•	 	 Travel Documents (mandatory and optional) 

  

	 	•	 	 Functionality is available in ***** and higher. 

 Note: Customer is responsible for negotiating and maintaining the appropriate agreements and any costs associated with the other host provider(s) for this connectivity. 

APIS Quick Query (AQQ) 
 General Features – APIS Quick Query (AQQ) 
  

	 	•	 	 Request real-time automated screening and processing of passenger data prior to printing a boarding pass. 

 

	 	•	 	 Process can be invoked via: 

  

	 	•	 	 Web Check-In 

  

	 	•	 	 Airport Counter Check-In 

  

	 	•	 	 Kiosk Check-in 

  

	 	•	 	 Boarding Process 

  

	 	•	 	 Includes integration with SkySpeed, SkySales, New Skies Reports, and core New Skies processing. 

Note: Customer is responsible for negotiating and maintaining the appropriate agreements and any costs associated with the other
host provider(s) for this connectivity. 
 Electronic Borders (E-Borders) 

General Features – Electronic Borders (E-Borders) 

 

	 	•	 	 Generate a Passenger Check-in message in UN-EDIFACT/PAXLST format for all checked in passengers, or checked in and boarded passengers, with verified
documents. 

  

	 	•	 	 Determine transmission time of the Passenger Check-in message based on airline preference. 

 

	 	•	 	 Generate a Passenger Departure message in UN-EDIFACT/PAXLST format for all checked in and boarded passengers at flight close.

  
 Exhibit A - 52

 Hosted Services Agreement 

 

 Limitations and Exclusions 

 

	 	•	 	 Airline should verify the document status during the check-in period and after boarding to confirm all passengers have verified documents.

 Customs and Border Protection (CBP) PNR Push 

General Features – Customs and Border Protection (CBP) PNR Push 

 

	 	•	 	 Push PNR data to US Customs and Border Protection for reservations where one or more Segments are for travel inbound to or outbound from the United
States. 

  

	 	•	 	 PNR data push will be performed upon completion of initial booking, modification to booking, and flight close. 

 

	 	•	 	 Data will be provided in plain text form. 

 Note: Customer is responsible for negotiating and maintaining the appropriate agreements and any costs associated with the other host provider(s) for this connectivity. 

Inter Airline Through Check-in (IATCI) 
 General Features – Inter Airline Through Check-in (IATCI) 
  

	 	•	 	 Generate through check-in messages to another airline’s departure control system. 

 

	 	•	 	 Generate through check-in update messages to another airline’s departure control system. 

 

	 	•	 	 Generate through check-in cancel messages to another airline’s departure control system. 

 

	 	•	 	 Print boarding passes with seat assignments for flights operated by another airline. 

 

	 	•	 	 Exchange baggage details and APIS information via through check-in messages. 

 

	 	•	 	 Check in host carrier passengers when through check-in queries are received. 

 

	 	•	 	 Update host carrier passenger data when through check-in update messages are received. 

 

	 	•	 	 “Uncheck” host carrier passengers when through check-in cancel messages are received. 

 

	 	•	 	 Respond to boarding pass reprint queries received from another airline. 

 

	 	•	 	 Support IATA EDIFACT version 03:1 for through check-in messages. 

Secure Flight 
 General Features – Secure Flight 
  

	 	•	 	 Collect Secure Flight Passenger Data (SFPD) through all booking channels and during the check-in process. 

 

	 	•	 	 Create and transmit SFPD UN-E DIFACT messages to the United States Department of Homeland Security (US-DHS) message router for passengers.

  

	 	•	 	 Collect Gate Pass Holder information with subsequent creation and transmission of SFPD Gate Pass UN-EDIFACT messages to US-DHS message router prior to
issuance of gate passes via SkyPort. The gate pass is a document issued to non-travelers, allowing them entry though airport security to a sterile area normally reserved for passengers. 

 

	 	•	 	 Process US-DHS response messages by assigning boarding pass printing results and Electronic System for Travel Authorization (ESTA) status to the
passenger. 

  

	 	•	 	 Process US-DHS unsolicited messages by creating and transmitting acknowledgement messages to the US-DHS router. 

 

	 	•	 	 Evaluate the Boarding Pass Printing Result and ESTA status during the check-in and boarding process. 

 

	 	•	 	 Display the Boarding Pass Printing Result and ESTA status in SkyPort. 

 

	 	•	 	 Perform batch and interactive transmission of SFPD messages during the Secure Flight transmission window (the 72 hours prior to departure).

  

	 	•	 	 Collect, store, and include Passenger Redress Number in SFPD messages. 

 

	 	•	 	 Collect, store, and include Known Traveler Number in SFPD messages. 

Note: Customer is responsible for negotiating and maintaining the appropriate agreements and any costs associated with the other
host provider(s) for this connectivity. 
 Limitations and Exclusions 

 

	 	•	 	 Transmission of crew data is not supported. 

  

	 	•	 	 Domestic to domestic international flights for United States carriers (e.g. ORY to NCE). 

 

	 	•	 	 Receive Passenger Redress number and Known Traveler number is not currently available via IATCI messaging. 

 

	 	•	 	 Additional industry or IATA requirements not specifically included above. 

Travel Commerce Services 
 General Features – Travel Commerce Services 
  

	 	•	 	 Search for and book ancillary components in SkySales or SkySpeed as part of the travel booking process and store the component within the Super PNR.

  

	 	•	 	 Search for and book ancillary components in SkySales or SkySpeed without travel components and store the component(s) within the Super PNR.

  
 Exhibit A - 53

 Hosted Services Agreement 

 

	 	•	 	 View the Travel Commerce components in an existing PNR, including Supplier confirmation number and other relevant booking details.

  

	 	•	 	 Add an ancillary component to an existing booking through SkySales or SkySpeed. 

 

	 	•	 	 Cancel an ancillary component booking from SkySpeed or SkySales. 

 

	 	•	 	 Locally host inventory for insurance. 

  

	 	•	 	 Configure product availability by supplier and location. 

 

	 	•	 	 Include ancillary components in the traveler’s itinerary email notification. 

 

	 	•	 	 Configure markups within a component’s pricing for locally hosted components. 

 

	 	•	 	 Store supplier confirmation numbers within the Super PNR. 

 

	 	•	 	 Add a markup by supplier. 

  

	 	•	 	 Specify cancellation fees by supplier. 

  

	 	•	 	 Aggregate available products from multiple Suppliers in a single search result. 

 

	 	•	 	 Manage product inventory as a retail item, free-sell, or inventory by day (i.e., block space). 

 

	 	•	 	 Query multiple sub-locations within a parent location during a single product search. 

Supplier Connectivity 
  

	 	•	 	 Support for direct interfaces to Content Providers via XML API connections. List of available connections is subject to change and will evolve with
each product release. 

  

	 	•	 	 Additional connections can be requested through the enhancement process or via a NAVITAIRE work order. 

Standard Reports (Travel Commerce specific) 
 Reports are viewed on-line via a browser interface. 
  

	 	•	 	 The following standard reports related to Travel Commerce functionality are available: 

 

	 	•	 	 Ancillary Services Summary - Summary of revenue by provider. 

 

	 	•	 	 Ancillary Services Detail - Transaction level report. 

 

	 	•	 	 Insurance Report - Details by transaction on each policy sold/canceled. 

 

	 	•	 	 Car Rental Report - Details by transaction on each car rental booking or cancellation 

Note: Reports may be added to, deleted, modified, changed, eliminated, or substituted at the discretion of NAVITAIRE at any time.

 Loyalty Services 
 General Features – Loyalty Services 
  

	 	•	 	 Ability to set up the parameters of Customer’s Frequent Traveler Program. 

 

	 	•	 	 Ability to upgrade or downgrade a member account. 

  

	 	•	 	 Ability to track customer travel by points/miles/credits for flown segments. 

 

	 	•	 	 Ability to look up and adjust members’ accounts. 

 

	 	•	 	 Built-in rules engine for configuring awards and promotions. Each rule has an effective and discontinue date, and includes the ability to define award
rules using numerous criteria: 

  

	 	•	 	 Ability to test rules in the Rules Engine. 

  

	 	•	 	 Supports two options for computing points: 

  

	 	•	 	 Fixed amount (e.g. 1 point for every segment flown); and 

 

	 	•	 	 Percentage amount (e.g. 10% of the fare as points, or 50% of the mileage). 

 

	 	•	 	 Supports accrual of qualifying (elite) points/ mileage/ credits while accruing redeemable points. 

 

	 	•	 	 Supports multi-level programs such as silver/gold/platinum. 

 

	 	•	 	 Supports automatic upgrades and downgrades to/from a higher status level. 

 

	 	•	 	 Supports expiration of points after a specified time period. 

 

	 	•	 	 Customizable on-line account statement. 

  

	 	•	 	 Service desk UI for adding missing flight credits, customer service adjustments, researching activity, etc. 

 

	 	•	 	 Support for call center redemptions. 

  

	 	•	 	 Support for points fares published in SkyFare. 

  

	 	•	 	 Support for third-party accruals via batch file of API, including accrual rules engine with different criteria for each partner type.

  

	 	•	 	 Support for retro credit for past flight requests through the call center. 

 

	 	•	 	 Supports reverse redemption with the ability to maintain and observe original expiration dates. 

 

	 	•	 	 Supports an Error Log with a descriptive reason included in the detail. Ability to sort by field names. 

 

	 	•	 	 Reports: 

  

	 	•	 	 Flight Redemption Activity - detail report of host flight redemptions; 

 

	 	•	 	 Redemption Activity - report of redemptions by third-party partners; 

 

	 	•	 	 Host Accrual Activity Summary - summary of all accrual activity; 

 

	 	•	 	 Partner Accrual Activity Summary - summary of all accrual activity, which can be filtered by partner; 

 

	 	•	 	 Loyalty Program Member Accrual - report with accrual details by program member; 

 

	 	•	 	 Outstanding Award point balance for use in accounting to track outstanding liability; 

 

	 	•	 	 Adjustment report - report of manual adjustments made to customer accounts; and 

 

	 	•	 	 Recognition Level Log and Summary Reports- includes manual an automatic upgrade details. 

 

	 	•	 	 Ability for members to register on-line and manage on-line profile. 

Loyalty Services – New Skies interfaces 
  

	 	•	 	 Real-time interface for boarded passengers for posting points at time of boarding of flight close. 

 

	 	•	 	 Integration for market distances and customer levels. 

 

	 	•	 	 Integration of member account statement into SkySpeed 360 degree passenger profile view. 

  
 Exhibit A - 54

 Hosted Services Agreement 

 

	7	Customer Hardware, Software, Connectivity and Network Requirements 

  

	 	7.1	Upgrades. Customer is required to maintain the latest version ***** of supported NAVITAIRE and ***** related third party software as directed by the NAVITAIRE
Support Center, *****. Upon receipt of upgraded software, newer versions of software, or notification of third party software updates, Customer must update their software versions within *****. Failure to complete the advised upgrades may result, at
NAVITAIRE’s option, in the suspension of Included Support as described in this Exhibit A, Section 5. 

  

	 	7.2	Equipment Specifications. These equipment specifications outline the required, supported hardware and software necessary for the proper function and efficient
operation of the Hosted Reservation Services and applicable products. Unless otherwise specified in this Agreement, the equipment and software listed below are the responsibility of Customer. This list may not be all-inclusive, depending on the
technical requirements of Customer. 

 All specifications are subject to change. Customer will be provided with
not less than thirty (30) days’ notice of incremental hardware upgrade requirements. 
 Call Center PC/Workstation
(for SkySpeed) 
  

	 	•	 	 Processor: Intel Pentium class processor (any speed greater than 1 GHz). This includes Pentium 4 and M class machines.

  

	 	•	 	 Disk space: Minimum of 10 GB of hard disk space for operating system and NAVITAIRE software. 

 

	 	•	 	 Operating system: Microsoft Windows version currently supported via standard Microsoft support. Customer must upgrade workstations to the .NET
3.5 SP1 release if running clients such as SkySpeed on New Skies release 3.2 or higher. This is a free downloadable upgrade available from Microsoft. 

  

	 	•	 	 Monitor: 15” color SVGA monitor (minimum of 1024x768 resolution). Non-interlaced monitors recommended. 

 

	 	•	 	 Memory: Minimum of 256 Megabytes of RAM. 

  

	 	•	 	 Network interface card: 100MB Network Interface Card (TCP/IP protocol). 

 

	 	•	 	 Mouse: PS/2 Mouse or other Microsoft Compatible Pointing Device. 

Airport Check-in PC/Workstation (for Skyport) 
  

	 	•	 	 Processor: Intel Pentium class processor (any speed greater than 500 MHz). This includes Pentium II, and Pentium III class.

  

	 	•	 	 Disk space: Minimum of 4 GB of hard disk space for operating system and NAVITAIRE software. 

 

	 	•	 	 Operating system: Airport Check-in software runs with the terminal emulation software listed below and Microsoft Windows XP or Windows 7 if
running NAVITAIRE’s NAVTE. 

  

	 	•	 	 Monitor: 15” color SVGA monitor (minimum of 1024x768 resolution). Non-interlaced monitors recommended. 

 

	 	•	 	 Memory: Minimum of 128 megabytes of RAM. 

  

	 	•	 	 Network interface card: 100MB Network Interface Card (TCP/IP protocol). 

 

	 	•	 	 Mouse: Mouse or other Microsoft Compatible Pointing Device. 

 

	 	•	 	 Terminal emulation software: NAVITAIRE Terminal Emulator per client workstation. 

 

	 	•	 	 Serial ports: Minimum of two required. 

 Airport PC/Workstation (for GoNow – Agent UI) 
  

	 	•	 	 Processor: Intel Pentium class processor (any speed greater than 1 GHz). This includes Pentium 4 and M class machines.

  

	 	•	 	 Disk space: Minimum of 10 GB of hard disk space for operating system and NAVITAIRE software. 

 

	 	•	 	 Operating system: Microsoft Windows version currently supported via standard Microsoft support. Customer must upgrade workstations to the .NET 3.5 SP1
release if running clients such as GoNow on New Skies release 3.2 or higher. This is a free downloadable upgrade available from Microsoft. 

  

	 	•	 	 Monitor: 15” color SVGA monitor (minimum of 1024x768 resolution). Non-interlaced monitors recommended. 

 

	 	•	 	 Memory: Minimum of 256 Megabytes of RAM. 

  

	 	•	 	 Network interface card: 100MB Network Interface Card (TCP/IP protocol). 

 

	 	•	 	 Mouse: PS/2 Mouse or other Microsoft Compatible Pointing Device. 

  
 Exhibit A - 55

 Hosted Services Agreement 

 

 Airport Peripheral Equipment 

Bag Tag Printers 
  

	 	•	 	 IER or VidTroniX bag tag printers with TCP/IP, Serial, or Parallel connections. 

 

	 	•	 	 Specific models compatible with NAVITAIRE Hosted Services systems available upon request. 

 

	 	•	 	 The manufacturer of the printer may supply additional bag tag stock information and specification. 

 

	 	•	 	 Epson L90 bag tag printer with USB connection. 

  

	 	•	 	 Characteristics controlled by the software driver. 

  

	 	•	 	 Uses small rolls of paper. 

  

	 	•	 	 ARINC/SITA Common Use Environments. 

 Boarding Pass Printers 
  

	 	•	 	 Epson TMT-88 or TMT-90 thermal receipt printers. Specifications for thermal roll stock are available from the printer manufacturer.

  

	 	•	 	 ARINC/SITA Common Use Environments. 

 New Skies Reports 
 The supported browsers for New Skies Reports are
Microsoft browser versions currently supported via standard Microsoft support and Internet Explorer 8 working in IE7 compatibility mode. 
 Print Server 
  

	 	•	 	 Hardware Requirements 

 Equipment must be found on the Microsoft HCL (http://www.microsoft.com/whdc/hcl/default.mspx) 
  

	 	•	 	 Single/Dual Processor Intel Pentium XEON Class server 

 

	 	•	 	 2 GB RAM 

  

	 	•	 	 72GB of available hard disk space 

  

	 	•	 	 100MB Ethernet Adapter 

  

	 	•	 	 Software Requirements 

  

	 	•	 	 Microsoft Windows Server 2008 

  

	 	•	 	 Microsoft Printing Services (installed from Windows Operating System CD) 

 

	 	•	 	 Supported Windows Server 2003 Print drivers for all print devices (See print device details below) 

 

	 	•	 	 Technical documentation for setting up Printing for Windows Server 2003 

http://www.microsoft.com/technet/prodtechnol/windowsserver2003/library/ServerHelp/f119ea8c-834e-4dd0-9744-6c7cc879ddba.mspx

  

	 	•	 	 Print Device Requirements 

  

	 	•	 	 Ethernet/IP (LPR/LPD) enabled printers 

  

	 	•	 	 PCL 5 compliant / HP LaserJet 2100 (driver supported/PCL5) 

 

	 	•	 	 Requires a manufacture or Microsoft supported driver for Windows Server 2003 (not Windows XP/2000) 

 

	 	•	 	 Generic Plain Text Driver supported 

  

	 	•	 	 Additional Recommendations 

  

	 	•	 	 Printers should be PCL5 compliant (able to utilize the HP LaserJet 2100 print driver). The 2100 print driver in the Microsoft Windows platform is the
most generic PCL5 print driver. 

  

	 	•	 	 Printers should have the ability to print using the Generic plain text print driver that ships with Windows Server 2003. 

Email Server 
  

	 	•	 	 Must be scalable and robust to handle anticipated email volume for receipt emailing to passenger. 

 

	 	•	 	 Refer to email software instructions and technical documentation for proper hardware configuration. 

 

	 	•	 	 Customer may consider third party email hosting or email broadcast services available. 

 

	 	•	 	 Software Requirements 

  

	 	•	 	 SMTP compatible mail server 

  

	 	•	 	 Host relaying must be supported (configured to allow SMTP relay from NAVITAIRE network) 

Microsoft Recommended Solution: 
 Exchange Server 2010: http://www.microsoft.com/exchange/default.mspx 

Setup for Mail relay for Exchange Server 2010: http://support.microsoft.com/default.aspx?scid=kb;en-us;260973 

Network Hardware, Software, and Data Circuits 
  

	 	•	 	 Data Circuits: Customer must already have or must install the necessary equipment and circuits to support their primary call center sites and
remote locations, including field stations. NAVITAIRE requires a LAN/WAN network supporting TCP/IP protocols. 

  

	 	•	 	 Routers, DSU/CSUs, and Modems: Customer should contact NAVITAIRE for recent information regarding recommended routers and other network
communication equipment. 

  

	 	•	 	 IP Addressing: NAVITAIRE requires that Customers present NAVITAIRE with an Internet Registered IP address for all traffic from Customer
workstations or devices that require connectivity to the Hosted Reservation Services by utilizing either: (a) the actual Internet Registered IP address assigned to a Customer workstation or device or (b) a NAT (Network Address Translation)
configured on Customer’s network equipment which changes the source IP address of the Customer workstation or device to an Internet Registered IP address prior to communicating with NAVITAIRE. 

 

	 	•	 	 Customer Provided Data Circuits: NAVITAIRE requires a review of the proposed primary or backup data circuit(s) prior to a third party agreement
and installation. Where possible, NAVITAIRE will use reasonable effort to provide all necessary specifications and extend management of the data circuit as permitted by Customer and the third party supplying the data circuit(s).

  
 Exhibit A - 56

 Hosted Services Agreement 

 

	 	7.3	Third Party Software. Customer is required to purchase directly from providers other related third party software licenses necessary to use the Hosted
Reservation Services, including the following: 

  

	 	•	 	 Local network server operating system(s) license: Microsoft Windows NT 4.0, Novell, or similar Operating System supporting TCP/IP protocols.

  

	 	•	 	 Reporting: Microsoft Reporting Services for New Skies report development and access. 

 

	 	•	 	 Airports: Re-certification of the ARINC/SITA emulators to support the New Skies airport interface. 

 

	 	7.4	Credit Card Processing 

  

	 	7.4.1	Authorization and Settlement Services. Customer will be allowed ***** payment authorization services connection with a third party, and ***** settlement services
connection with a third party, any additional connections will be quoted upon request. 

  

	 	7.4.2	Card and Payment Types. 

  

	 	•	 	 Supported Credit Cards: NAVITAIRE currently supports VISA, American Express, MasterCard, JCB, Diners Club, and Discover Card.

  

	 	•	 	 Supported Debit Cards: NAVITAIRE currently supports regional debit cards such as Visa Electron (EL), Visa Delta, Visa Connect, Switch/Solo,
Maestro, and Laser. 

  

	 	•	 	 Not Supported: Debit cards requiring a Personal Identification Number [PIN], ATM cards, or private label credit cards are not supported.

  

	 	•	 	 ELV: Ability to use an Elektronisches Lastschriftverfahren (ELV) form of payment through a European payment gateway is supported.

  

	 	•	 	 UATP: Ability to use the UATP form of payment through either the shard ARINC circuit or via Customer’s PSP, depending upon regional
requirements. 

  

	 	7.4.3	PCI Compliance. NAVITAIRE will remain in compliance with the Payment Card Industry’s Data Security Standards (“PCI Standards”) in force at the
time of execution of this Agreement, and to the extent applicable to the Hosted Reservation Services provided by NAVITAIRE. ***** Any subsequent changes to the PCI Standards requiring a modification to the Hosted Services shall be borne by Customer.

  

	 	7.4.4	Data Circuits. Customer must arrange and pay for necessary circuits for authorization and settlement file transmissions. 

 

	 	7.4.5	Data Transmission. By selecting external and/or third party payment related services such as credit card authorization, settlement, 3-D Secure, DCC, etc.,
Customer authorizes NAVITAIRE to electronically transmit certain Customer data to providers of such services in order to facilitate the provision of payment related services. 

 

	 	7.4.6	 Authorization and Settlement Providers. Customer shall be responsible for contracting with third party authorization and settlement providers,
and shall be responsible for the use, disclosure and treatment of any Customer Personal Data by such third parties. A list of NAVITAIRE supported authorization and settlement providers will be provided to Customer upon request. Should Customer elect
to use an authorization or settlement provider not currently 

  
 Exhibit A - 57

 Hosted Services Agreement 

 

	 	
certified by NAVITAIRE, such authorization or settlement provider is subject to NAVITAIRE approval and the certification costs, including development, are payable by Customer.

  

	 	7.5	CRS/GDS/ARS Agreements and Connection Fees (to Support Optional CRS/GDS/ARS Type B/Teletype, Type A/EDIFACT, and/or Codeshare Connectivity). Customer must
negotiate and have in place, no later than ***** prior to the Target Date, the necessary participating agreements with each of the NAVITAIRE supported Computerized Reservation System/Global Distribution System (CRS/GDS) providers or airline and
associated Airline Reservation System (ARS) providers. Implementation, integration, connection and Service Fees as described in Exhibit K and line charges may apply. NAVITAIRE will order and facilitate the installation of all circuits required to
process CRS/GDS/ARS bookings, upon written notice from Customer. 

  

	8	Service Levels and Service Level Targets 

  

	 	8.1	Service Level Scope. The Service Levels contained in this Section represent the target service performance for the provision of the Hosted Reservation Services.
Metrics, measurement, and reporting will create performance assessment measures that apply to operations services in the following three service categories: 

 

	 	•	 	 System availability targets. 

  

	 	•	 	 Metrics, measurement, and reporting. 

  

	 	•	 	 Remedies and corrective action. 

  

	 	8.2	Service Level Targets 

  

	 	8.2.1	System Availability. NAVITAIRE will seek to provide Customer with an overall Minimum System Availability Target of ***** of all Reporting Period Minutes for the
applicable Reporting Period. Interrupted Service minutes will be measured and used to determine the percentage of monthly Hosted Services System availability. 

 

	 	a)	Network Responsibilities. The diagram below shows those hardware components, network components (excluding the internet), and the software that resides on those
components that are owned from a service level perspective by NAVITAIRE and those items that are owned by Customer. Items that are contained within the dotted-line (on the right side of the diagram) are the responsibility of Customer. During the
event of an Interrupted Service, NAVITAIRE is responsible for errors that occur involving the hardware components, network components, and the software that reside outside of the dotted-line area. 

  
 Exhibit A - 58

 Hosted Services Agreement 

 

  
 

 
  

	 	b)	Planned Downtime. Planned Downtime will be used to provide hardware and software maintenance services. Planned Downtime is scheduled at a time that is agreeable
for NAVITAIRE and Customer, generally between ***** local time for Customer. NAVITAIRE will notify Customer no later than ***** the day prior to the scheduled event if the time is needed for Change Control purposes. 

 

	 	8.2.2	Incident (INC) Service Response. NAVITAIRE will commit to the response targets below for each Emergency INC logged System Error. 

 

			
	 Customer Communication
	  	 Emergency INC Response

	 Acknowledgement and Initial Response
	  	*****
	 Update
	  	Every *****

  

	 	8.3	System Errors and Emergencies 

  

	 	8.3.1	System Errors. A System Error occurs when functionality that is included in the NAVITAIRE product user documentation is currently not working on Customer’s
site in all material respects consistent with the manner that it is described in the documentation. 

  

	 	Note:	Customer must refer to the documentation that matches the version of software they are running. If Customer wants a feature that is not currently included in
their software version, but the feature is included in a later software version, Customer must upgrade their software to that version to be able to take advantage of the new features and functionality. 

System Errors detected during testing in Customer’s test environment should also be logged through the Internet based customer
support tool with a reference to the test database code. NAVITAIRE will respond to all Emergency INCs for the test environment within ***** 
 No failure of any reconfiguration by Customer of a Configurable Template shall be deemed to be or can create a System Error. 

  
 Exhibit A - 59

 Hosted Services Agreement 

 

	 	8.3.2	System Error Reporting. Customer may report an identified Hosted Reservation Services System Error at no additional cost using the Internet based customer
support tool INC schema. A System Error is defined in this Exhibit A, Section 8.3.1. 

  

	 	8.3.3	System Error Classification. When Customer reports an INC for a System Error, it will be assigned a priority based on the severity of the issue. These priorities
will be assigned using the following table: 

  

											
	 Impact Analysis
	  	 Business Functionality

	  	
No loss of
business
function
	  	 Partial loss

of business
function.
Work-around
exists.
	  	
Partial loss of
business
function. No
work-around
exists.
	  	 Complete
loss
of
business
function.
Work-
around
exists.
	  	 Complete
loss of
business
function.
No
work-
around
exists.

	 Immediate impact is significant. Affects many and/or critical users.
	  	*****	  	*****	  	*****	  	*****	  	*****
	 Immediate impact is moderate. Affects few and/or non-critical users.
	  	*****	  	*****	  	*****	  	*****	  	*****
	 Immediate impact is marginal. Affects few or no users.
	  	*****	  	*****	  	*****	  	*****	  	*****

 An example of an ***** System Error might include: 

***** 
 An example of a *****
System Error might include: 
 *****An example of a ***** System Error might include: 

 

	 	8.3.4	*****Emergency Response Procedure. In the event of a Customer Emergency, the NAVITAIRE Support Center may be contacted for assistance, according to the
procedures outlined in this Exhibit A, Section 5.4. 

  

	 	8.3.5	NAVITAIRE Support Communication Targets. For High, Medium, and Low INCs, response targets are provided in the table below. NAVITAIRE’s resolution targets
are provided in the Support User Guide, available on NAVITAIRE’s Customer Care web site. 

  

							
	 Customer Communication
	  	
INC Severity Classification and Response Targets

	  	 High
	  	 Medium
	  	 Low

	 Acknowledgement and Initial Routing
	  	*****	  	*****	  	*****
	 Updates
	  	Customer will receive electronic notification whenever data is needed or incident is resolved, status changed or
notes updated.

  

	 	8.4	Service Levels Reporting 

  

	 	8.4.1	 General. Regular, standardized Service Levels reporting provides a common denominator, which measures and evaluates service performance. This
provides a basis on which conclusions can more easily be drawn as to the actual Service 

  
 Exhibit A - 60

 Hosted Services Agreement 

 

	 	
Levels achieved. NAVITAIRE will monitor and measure performance of specified Service Levels items and send a Monthly Performance Report to Customer for review and approval. The report will be
structured for Customer’s internal use and metrics will be generated and distributed on a monthly basis. 

  

	 	8.4.2	Report Information 

  

	 	•	 	 Monthly Performance Report. NAVITAIRE will submit a Monthly Performance Report by the ***** of the subsequent month following the Reporting
Period to the Customer Account Liaison. The report will contain the monthly indicator of Service Levels statistics and will be transmitted via email unless otherwise requested by Customer. The report will also summarize all Interrupted Service
Reports for the Reporting Period. 

  

	 	•	 	 Interrupted Service Report. NAVITAIRE will provide an Interrupted Service Report, created by the NAVITAIRE Support Center, following an
Interrupted Service event. This report will summarize circumstances, identified cause (if known) and will outline any identified corrective action. Interrupted Service Reports can be tracked by the associated INC number for reference on the Monthly
Performance Report. 

  

	 	8.4.3	Report Follow Up. If Customer has any questions or objections to the Interrupted Service Report, they will notify their NAVITAIRE Account Manager within ***** of
receiving the report and NAVITAIRE shall respond within ***** of notification. If the parties cannot agree on the measurements reported, the matter will be escalated to the respective Executive Sponsors, and, if still unresolved, will be escalated
as outlined in Section 17.5 of the Agreement (Dispute Resolution). 

  

	 	8.5	Review and Correction 

  

	 	8.5.1	NAVITAIRE Account Manager Review. In addition to Support Center Support and Emergency services, the NAVITAIRE Account Manager will coordinate a teleconference
with the Customer Account Liaison within ***** of the Interrupted Service to discuss the details of the Interrupted Service and to update Customer on any identified cause or status. The NAVITAIRE Account Manager will close the Interrupted Service
Report with the Customer Account Liaison upon final report of identified cause and any outline of corrective action. 

  

	 	8.5.2	Executive Review. Upon the request of the NAVITAIRE or Customer Account Liaison, an Executive Sponsor teleconference and a further escalation to the CEO,
President, or Managing Director level of each company may be made depending on the severity of the Interrupted Service. 

  

	 	8.6	Corrective Action, *****. The corrective action ***** described below will be applied with respect to each Reporting Period, which commences after *****
following completion of Implementation Services. Conflict and Exhaustion of Provisions as stated at the beginning of this Exhibit A will apply to this Section. 

 

	 	8.6.1	Corrective Action. The NAVITAIRE Account Manager shall monitor corrective action and report to the Executive Sponsors. In the event that Minimum System
Availability Targets are not met during the Reporting Period, the NAVITAIRE Account Manager shall initiate corrective action during the subsequent Reporting Period. *****, NAVITAIRE shall, at its own expense, use commercially reasonable efforts to
correct the deficiency in order to meet future Minimum System Availability Targets. 

  

	 	8.6.2	 Failure Notification. Upon a ***** failure of NAVITAIRE to meet Minimum System Availability Targets during successive Reporting Periods, the
issue shall be escalated to the CEO, President, or Managing Director level of each company. Customer may notify NAVITAIRE, in writing, of the failure to meet 

  
 Exhibit A - 61

 Hosted Services Agreement 

 

	 	
Minimum System Availability Targets. Upon receipt of such notice, NAVITAIRE will begin reporting System Availability in ***** Reporting Periods and will communicate to Customer within ***** and
in writing the status of improvement in performance. 

  

	 	8.6.3	***** If NAVITAIRE *****, NAVITAIRE shall provide Customer with ***** pursuant to the following tables: 

Table 1. Where the Service Interruption concerns ********** 

 

			
	 *****
	  	 *****

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

 Table 2. Where the Service Interruption concerns ********** 

 

			
	 *****
	  	 *****

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

  

	 	a)	Customer shall have the right to terminate this Agreement in the following events *****If NAVITAIRE *****, 

 

	 	b)	If NAVITAIRE *****. 

  

	 	c)	If NAVITAIRE *****. 

 *****
require NAVITAIRE to use its commercially reasonable efforts to work with Customer and its selected vendor to move the data to another reservation system vendor, charging the Customer time and materials. 

The foregoing remedies constitute Customer’s sole and exclusive remedies and NAVITAIRE’s entire liability with respect to a
failure to meet the Minimum System Availability Targets ***** 
  

	 	8.7	System Changes 

  

	 	8.7.1	Change Control. Change control covers all events that impact application software, custom software, system software, or hardware. The Change Control process
effectively plans and facilitates changes to the Hosted Services System, including ownership for mitigating problems that may occur with a change to minimize any associated downtime. This function is responsible for coordinating and controlling all
change administration activities (i.e., document, impact, authorize, schedule, implementation control), and determining if and when a change will be implemented in the production environment. 

  
 Exhibit A - 62

 Hosted Services Agreement 

 

 Planned Downtime will be used to provide hardware and software maintenance services.
Planned Downtime is scheduled at a time that is agreeable for NAVITAIRE and Customer, generally between ***** local time for Customer. NAVITAIRE will notify Customer no later than ***** the day prior to the scheduled event if the time is needed for
Change Control purposes. 
  

	 	8.7.2	Enhancements. An “Enhancement” is a request for a new report or application or an improvement to an existing application related to usability,
performance, additional functionality, or flexibility. Enhancements will be logged in the Internet based customer support tool. Such requests can be in response to: 

 

	 	a)	Mandates controlled by external third parties including governments, governing industry bodies such as International Air Transport Association [IATA],
Société Internationale de Télécommunications Aéronautiques [SITA], or airport authorities. Examples include: 

  

	 	•	 	 Taxes, fees, security issues, immigration. 

  

	 	•	 	 Airport technology issues that impact airlines such as bag tag, Common Use Terminal Emulator (CUTE), or CUBE. 

 

	 	b)	Customer requests that are initiated through a direct request, user conference, or through Customer’s NAVITAIRE Account Manager. Examples include:

  

	 	•	 	 Competitive advantage. 

  

	 	•	 	 Improved passenger services. 

  

	 	•	 	 Specific client requirements. 

  

	 	•	 	 Improved business management. 

  

	 	c)	Internal requests that are initiated through the sales cycle, Technology, Development, or NAVITAIRE line of business. Examples include: 

 

	 	•	 	 Cost reduction initiatives. 

  

	 	•	 	 Product obsolescence. 

  

	 	•	 	 Corporate business plan objective. 

 Efforts required to develop, implement, document, and/or train on Enhancements are payable by Customer. 
  

	 	8.7.3	Urgency Classifications for Enhancements. Enhancements will be assigned a priority according to the criteria in the table below. If there is a disagreement as to
the priority of the requested Enhancements, these will be decided between the NAVITAIRE Account Manager and the Customer Account Liaison. If this cannot be resolved at this level, it will be escalated to the respective Executive Sponsors for
determination. 

  

			
	 Urgency
	    	 Description

		
	*****	    	 A requirement from a business critical third party or other outside influence such as an airline buyout, purchase of another airline,
a new government regulation, or a requirement that cannot be completed in a manual nature without severe negative impact. Such requests are Urgent only if a third party controls the requirement, it is non-discretionary to the customer, and the third
party places an immediate time constraint on the customer.
  
 Note:
Documentation from the governing entity, which clearly states the nature of the requirement, the time frame allowed for implementation, and the penalties for non-compliance may be required. Due to the nature of an Emergency request, NAVITAIRE
expects to receive no more than ***** such requests per year. Every attempt will be made to meet the established regulatory deadline communicated in these instances; however should the deadline be compromised NAVITAIRE will communicate specific
issues that may make this deadline unattainable with an estimate of when it can be completed.

  
 Exhibit A - 63

 Hosted Services Agreement 

 

			
		    	 Examples:
  

•   Adding Security Watch - a government or industry requirement that would inflict severe
financial penalties if not met and demanded a quick implementation.
  
 •   Adding the EURO as a form of currency - a specific governmental requirement that was dictated to the customers and demanded a quick implementation.

		
	*****	    	 A requirement from a business critical third party or outside influence such as an airline buyout, purchase of another airline, a new
government regulation, or a requirement that cannot be completed in a manual nature without severe negative impact, but DOES NOT have an immediate time constraint placed on Customer by the third party.

 
 Note: Such requests are classified as High to prevent them from
becoming Very High/Emergencies. A new business requirement that cannot be completed in a manual nature without severe negative impact. Such requests are not Emergencies because the request is discretionary to the customer.

 
 Examples:

 
 •   Printing French
Itineraries for domestic French flights - a governmental requirement that provided sufficient time to respond to the need. Changing to a new bank - a customer-driven requirement that is critical to customer daily operations.

		
	*****	    	 Supports all required Hosted Services System operations; the request is required eventually but could wait until a later release if
necessary. Would enhance the product, but the product is not unacceptable if absent. More of a want than a need, but would provide benefit to the customer.
  

Examples:
  

•   Adding support of seat assignment capability for Computerized Reservation System (CRS)
bookings.
  

•   Adding new check-in commands or short-cuts that would save time and effort for the
agents.
  

•   Adding new features or functions in the Irregular Operations (IROP) program to increase
efficiency of passenger handling.

		
	*****	    	 A functional or quality enhancement that corrects an aesthetic problem or improves usability from the customer’s perspective. It
does not greatly affect or alter core functionality.
  
 Examples:

 
 •   Enabling a pop-up
message of “Are you sure” for bags weighing > 100Kg.
  
 •   Adding the ability to alter the ‘flow’ of the SkySpeed booking process as a user configurable option.

 
 •   Adding support for
additional languages for SkySpeed (localization).
  
 •   Adding more feeds (imports or exports) to third party packages for data sharing.
  

•   Making minor adjustments to screen layouts or design to increase readability.

 
 •   Adjusting reports to
increase readability and decrease questions to support.

  
 Exhibit A - 64

 Hosted Services Agreement 

 

	 	8.7.4	Releases. NAVITAIRE software changes are bundled into work units called releases. As previously stated in Section 4.12 of the Agreement, Customer is
responsible for maintaining ***** current version ***** of the NAVITAIRE software and all costs associated with implementing a release. Upgrade requests will be initiated using the standard NAVITAIRE Work Order process. The type and content of each
release will vary according to criteria listed in the chart below: 

  

							
	 Criteria
	  	 Releases

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

				
	Driven By	  	Strategy and product direction	  	Bug fixes to previous releases of software	  	Very High / Emergency bug fixes or emergency enhancements
				
	Target Content	  	 Enhancement *****
 Bug Fix *****
 Emergency *****
	  	 Enhancement *****
 Bug Fix *****
 Emergency *****
	  	 Enhancement *****
 Bug Fix *****
 Emergency *****

				
	Description	  	Changes in the architecture, to the database, or that affect many different products in the NAVITAIRE product suite	  	Bug fixes, new reports, new stand-alone programs or features. Data structure changes that do not impact the database or architecture	  	Critical changes to the software stemming from Very High / Emergency bug fixes or emergency enhancements
				
	 Approximate

Schedule
	  	Annual	  	Quarterly to monthly	  	As needed or in the next available release
				
	 Implementation

Requirement
	  	Overnight customer downtime	  	Implementation may require minimal customer downtime	  	Downtime as required by the software change
				
	 Data Conversion

Requirement
	  	Rolling transformation likely required	  	Data transformation likely required	  	Non or minimum (i.e., database deltas)
				
	QA Requirement	  	Full regression, performance, and other testing as required	  	Full regression testing	  	Component level testing only
				
	Notes	  	A Major Release requires post-release code Stabilization Period of *****	  	Minor releases have a rolling schedule, which allows for consistency in planning, development and release	  	

  

	 	8.7.5	Release Stabilization Period. ***** Major Release as defined in this Exhibit A, Section 8.7.4, Hosted Services System performance for all or some of the
Minimum System Availability Targets are subject to exemption during periods of time identified as Stabilization Periods. A Stabilization Period is defined as follows: 

 

	 	•	 	 As used herein, the term “Stabilization Period” means the first ***** following a Major Release. During the Stabilization Period incidents
related to the functionality added for a particular third party service in the release that are directly related to that third party service are exempted from the Service Levels performance target. The Stabilization Period will not apply to Major
Release ‘sub-releases’, fixes, ***** 

 During this time NAVITAIRE will work with Customer to
periodically evaluate and refine the service level measures applicable to such third party service offerings. 
  

	 	8.8	Notification of Increased Usage. As previously stated in Section 4.3 of the Agreement, Customer agrees to use commercially reasonable efforts to provide
NAVITAIRE with the designated advance notice of significant volume increases, according to a NAVITAIRE defined process. 

 Due to the anticipated impact on performance of the Hosted Reservation Services, the first ***** following the increase in volume will be defined as a Stabilization Period. The purpose of this
Stabilization Period is to allow the operation of the solution and the service level to stabilize from the influence of the increase in volume. During the Stabilization Period, NAVITAIRE will work with Customer to evaluate and refine the Service
Levels targets. At the conclusion of the Stabilization Period, NAVITAIRE and Customer may mutually agree to revise Service Levels performance targets. 

  
 Exhibit A - 65

 Hosted Services Agreement 

 

 EXHIBIT B 

(INTENTIONALLY OMITTED) 

  
 Exhibit B - 66

 Hosted Services Agreement 

 

 EXHIBIT C 

NAVITAIRE CONTACTS 

NAVITAIRE agrees to provide contacts for the following areas. Customer should use these contacts as necessary. 

 

	1	NAVITAIRE Support Center 

The following number is to be utilized as described in Exhibits A and G: 

 

			
	Telephone:	  	*****

  

	2	NAVITAIRE Commercial Account Manager 

 NAVITAIRE agrees that the following individual is authorized to communicate with Customer on behalf of NAVITAIRE with respect to account management, project funding, contractual performance, and other
commercial issues with respect to the Hosted Services: 
  

			
	Name:	  	
	Title:	  	
	Telephone:	  	
	Email:	  	

  

	3	NAVITAIRE Account Executive Sponsor 

 NAVITAIRE agrees that the following individual is responsible for Executive Sponsorship and for business issue escalation: 
  

			
	Name:	  	
	Title:	  	
	Telephone:	  	
	Email:	  	

  

	4	NAVITAIRE Financial Contacts 

 Customer may contact the NAVITAIRE Finance Department at the following regarding payments, invoices or other financial issues: 

 

			
	Name:	  	*****
	Title:	  	*****
	Telephone:	  	*****
	Facsimile:	  	*****
	Email:	  	*****

  
 Exhibit C - 67

 Hosted Services Agreement 

 

 EXHIBIT D 

CUSTOMER CONTACTS 

NAVITAIRE agrees to use the following for its initial and primary contacts with Customer: 

 

	1	Customer Emergency Contact 

Customer agrees that the following number is available and will be answered after-hours for NAVITAIRE’s use in case of an emergency
related to the Hosted Services. Failure for NAVITAIRE to obtain an answer from this Emergency Contact will prevent NAVITAIRE from providing support during an emergency. This may cause the system to be unavailable until such time that a Customer
Emergency Contact may be reached. 
  

			
	Name:	  	
	Telephone:	  	*****

  

	2	Customer Account Liaison 

Customer agrees that the following individual is authorized to communicate with NAVITAIRE and make decisions on behalf of Customer with
respect to account management, project funding, performance, payment, and other commercial issues with respect to the Hosted Services: 
  

			
	Name:	  	*****
	Title:	  	*****
	Telephone:	  	*****
	Email:	  	*****

  

	3	Customer Executive Sponsor 

Customer agrees that the following individual is responsible for Executive Sponsorship and for Emergency escalation: 

 

			
	Name:	  	*****
	Title:	  	*****
	Telephone:	  	*****
	Email:	  	*****

  

	4	Customer Authorized Support Contact 

 Customer may designate up to two (2) primary Customer Authorized Support Contacts. The Customer Authorized Support Contact shall be the only person authorized to access the NAVITAIRE telephone and
Internet technical support systems, as described in Exhibits A and G, on behalf of Customer: 
  

			
	Name:	  	
	Title:	  	
	Telephone:	  	
	Email:	  	
	Name:	  	
	Title:	  	
	Telephone:	  	
	Email:	  	

  
 Exhibit D - 68

 Hosted Services Agreement 

 

 In addition, Customer may designate up to two (2) individuals that will act as
alternates for the Customer Authorized Support Contacts. The designated alternate(s) for the Customer Authorized Support Contact(s) are: 
  

			
	Name:	  	
	Title:	  	
	Telephone:	  	
	Email:	  	
	Name:	  	
	Title:	  	
	Telephone:	  	
	Email:	  	

  

	5	Customer Financial/Accounts Payable Contact 

 Customer agrees that the following individual(s) is (are) the proper accounting contacts to whom all invoices and accounting documents will be delivered. These contacts will see to the timely payment of
all invoices for services rendered under this Agreement. 
  

			
	Name:	  	Octavio Benitez
	Title:	  	Head of Accounts Payable
	Telephone:	  	(52 55) 11052300 ext 5523
	Email:	  	octavio.benitez@volaris.com
	Address:	  	Av. Antonio Dovalí Jaime No. 70, Torre B, Piso 13, Col. Zedec Santa Fe, C.P. 01210, México, D.F., Mexico

  
 Exhibit D - 69

 Hosted Services Agreement 

 

 EXHIBIT E 

POWERED BY NAVITAIRE® MARK 
 The following terms and conditions shall apply to Customer’s use of the Powered by NAVITAIRE Mark (the “Mark”), as described in Section 4.11 of the Agreement. 

 

	1	Mandatory Use of the Mark 

***** 
  

	2	Guidelines for Using the NAVITAIRE Wired Mark 

  

	 	2.1	Sizing and Placement Requirements. Customer is required to use the Mark to credit NAVITAIRE as follows: 

 

	 	2.1.1	*****. 

  

	 	2.1.2	*****. ***** *****. 

  

	 	2.1.3	*****. 

  

	 	2.1.4	*****. 

  

	 	2.1.5	Individual graphic elements of the Mark may not be used as design features on the travel product, travel product packaging, documentation, collateral materials,
advertising, or for any purpose other than as permitted herein. 

  

	 	2.1.6	The Mark is an official mark and shall at all times remain the property of NAVITAIRE. The Mark includes graphic elements and accompanying words. The Mark shall
always be expressed as an integrated whole. 

  

	 	2.1.7	NAVITAIRE may change the Mark or substitute a different mark at any time; provided however that NAVITAIRE provides ninety (90) days prior written notice and
further provided that such change or substitute Mark do not have substantially different sizing and placement requirements. 

  

	 	2.2	Color Treatment. Approved Mark colors (included in the Mark as supplied by NAVITAIRE) are: 

 

	 	2.2.1	Two Color Applications. The Mark must be used in the colors supplied by NAVITAIRE, which are medium blue for “Powered by NAVITAIRE” and light blue for
the ‘swoosh’ below the NAVITAIRE portion of the graphic. 

  

	 	2.2.2	Black and White Applications. An all black Mark or an all white Mark may be used if this color scheme is more compatible with Customer’s website branding.

  

	 	2.3	Location. ***** 

  

	 	2.4	Quality Control 

  

	 	2.4.1	*****. 

  

	 	2.4.2	*****. 

  

	 	2.4.3	(INTENTIONALLY LEFT BLANK). 

  

	 	2.4.4	*****. 

  

	 	2.4.5	*****. 

  

	 	2.4.6	*****. 

  
 Exhibit E - 70

 Hosted Services Agreement 

 

	3	License Grants and Restrictions 

  

	 	3.1	*****. 

  

	 	3.2	All rights not expressly granted are reserved by NAVITAIRE. Customer acknowledges that nothing in this Exhibit shall give it any right, title or interest in the
Mark or any part thereof, other than the license rights granted herein. Customer may not use or reproduce the Mark in any manner whatsoever other than as described in this Exhibit E, Section 2. 

 

	 	3.3	Customer agrees that it will not at any time dispute or contest: (a) the validity of the Mark or any registrations of the Mark, whether now existing or
hereafter obtained; (b) the exclusive ownership by NAVITAIRE, its successors or assigns, of the Mark or of any registrations of the Mark, whether now existing or hereafter obtained; (c) the exclusive ownership by NAVITAIRE of the present
and future goodwill of the business pertaining to the Mark; or (d) NAVITAIRE’s right to grant to Customer the rights and privileges conferred by the foregoing license. 

 

	4	No Further Conveyances 

Customer shall not assign, transfer or sublicense any right granted herein in any manner without the prior written consent of NAVITAIRE.

  

	5	No Endorsement 

  

	 	5.1	Customer may not use the Mark in any way as an endorsement or sponsorship of the travel product by NAVITAIRE. 

 

	 	5.2	Customer shall not use the Mark in any manner that disparages NAVITAIRE or its products or services, infringes any NAVITAIRE intellectual property or other
rights, or violates any state, federal or international law. 

  

	6	Termination 

  

	 	6.1	NAVITAIRE reserves the right at its sole discretion to terminate or modify Customer’s license to use the Mark at any time. 

 

	 	6.2	Customer may terminate its use of the Mark by: (a) terminating the Agreement as permitted therein; and (b) terminating Customer and/or Users access to
the Hosted Services System. 

  

	 	6.3	Upon termination of the Agreement, any and all rights and or privileges to use the Mark shall expire and use of the Mark shall be discontinued.

  

	7	The Mark 

  

 
  

	 	Note:	The Mark above is depicted for print clarity. The required minimum size of 115 pixels in width is smaller than the above depiction. 

  
 Exhibit E - 71

 Hosted Services Agreement 

 

 EXHIBIT F 

(INTENTIONALLY OMITTED) 

  
 Exhibit F - 72

 Hosted Services Agreement 

 

 EXHIBIT G 

HOSTED REVENUE ACCOUNTING SERVICES - SKYLEDGER® 
 Conflict and Exhaustion of Provisions 
 In the event that there exists any conflict between
any term, condition or provision contained within this Exhibit and in any term, condition, or provision contained within the Agreement, the term, condition, or provision contained within this Exhibit shall control. Further, the rights, obligations,
and privileges of the parties shall be determined first by reference to this Exhibit, as opposed to the Agreement. For purposes of clarification, the rights, obligations, and privileges contained within this Exhibit shall control and govern any
dispute between the parties until all such rights, obligations, and privileges have been exhausted in their entirety; and only after such time shall the rights, obligations, and privileges of the parties be determined by reference to the Agreement.

  

	1	Definitions 

 As used in
and for purposes of this Exhibit, the following terms shall be defined as set forth in this Exhibit. In the event that there exists any conflict between a definition set forth in this Exhibit and in any definition contained within Section 1 of
the Agreement, the definition set forth in this Exhibit shall control. 
  

	 	1.1	Customer Revenue Accounting Contact means either the Customer Account Liaison or Customer Authorized Support Contact set forth in Exhibit D, Sections 2 and 4.

  

	 	1.2	Executive Sponsors has the meanings set forth in Exhibits C and D. 

  

	 	1.3	Strategic Business Review has the meaning set forth in Section 3.5 hereof. 

 

	 	1.4	Support Center means the NAVITAIRE facility that accepts phone and Internet based customer support tool service requests related to Hosted Services.

  

	 	1.5	System Error has the meaning set forth in Section 9 hereof. 

  

	2	Scope of Services 

NAVITAIRE will provide certain services and support functions during the term of this Agreement related to the Hosted Revenue Accounting
Services and related applicable products. Of the available Hosted Revenue Accounting Services, Customer has selected the products and/or services outlined in Exhibit K. The Hosted Services System infrastructure capacity will be established and
configured for Customer’s operations based on flight Segment volume estimates provided by Customer. 
 Customer will be
responsible for transferring data from the Hosted Revenue Accounting Services to Customer’s general ledger. Such functionality is specifically excluded from NAVITAIRE’s Hosted Revenue Accounting Services. 

 

	3	Implementation Services 

  

	 	3.1	Data Center Implementation Services. NAVITAIRE will configure, install, activate, and test the necessary data center hardware and software for providing the
Hosted Revenue Accounting Services to Customer. Unless otherwise specified, these services do not include communication circuits, wireless data services, or any remote communication devices, including routers or network hardware. Client personal
computers, workstations, or other Customer devices connected to the Hosted Services System are the responsibility of Customer and must meet the minimum specifications as required by NAVITAIRE. 

  
 Exhibit G - 73

 Hosted Services Agreement 

 

	 	3.2	Virtual Private Network (VPN) Connectivity. If Customer desires to use a virtual private network (VPN) for connectivity to Hosted Revenue Accounting Services,
NAVITAIRE will evaluate such a request to determine the viability of the use of a VPN connection for either a primary or back-up data circuit. After review, NAVITAIRE will advise Customer if the request is approved and the additional costs that will
apply ***** 

  

	 	3.3	Network Configuration and Design Services. NAVITAIRE will supply recommended technical diagrams and will advise Customer on required network hardware
requirements for client portion of application, as necessary. Customer shall have internal or third party network expertise available for the installation and configuration of their required network. 

 

	 	3.4	System Integration Services. As Customer uses the NAVITAIRE Hosted Reservation Services, NAVITAIRE will integrate daily reservations activity XML extract files
from NAVITAIRE Hosted Reservation Services into the Hosted Revenue Accounting Services. 

 During the
implementation of the Hosted Revenue Accounting Services and before production use of such services, NAVITAIRE will assist in the assessment of the transfer of the general ledger output file from the Hosted Revenue Accounting Services application.
Customer shall be responsible for the cost of modifying or replacing any third party systems including hardware and software. For future integration services, NAVITAIRE will, upon request, provide an estimate; however, any services will be provided
on a time and materials basis ***** 
  

	 	3.5	Strategic Business Review 

  

	 	3.5.1	NAVITAIRE will conduct a Strategic Business Review to gather information on Customer’s desired use of the Hosted Revenue Accounting Services and outline
functional capabilities of the Hosted Services System. During the Strategic Business Review, NAVITAIRE will work with Customer to create a project plan and project schedule, including NAVITAIRE and Customer responsibilities, used to determine the
Target Date. 

  

	 	3.5.2	The Hosted Revenue Accounting Services installation process will include: 

 

	 	•	 	 Set up of physical and database environments 

  

	 	•	 	 Data import services 

  

	 	•	 	 Initialization of the Hosted Revenue Accounting Services software 

 

	 	•	 	 Import/load of reference data 

  

	 	•	 	 Technical and functional testing 

  

	 	•	 	 User Training with New Skies test data 

  

	 	•	 	 Conversion plan for open PNR liability data 

  

	 	•	 	 Load ***** of reservation data 

  

	 	•	 	 Complete ***** accounting close 

 These elements will be incorporated into the project plan with input from Customer. 
  

	 	3.6	Customer Site Services. NAVITAIRE will assist Customer with the testing of the required telecommunications connection between the NAVITAIRE data center and the
designated Customer facility. Customer shall be responsible for the cost of troubleshooting or connecting Customer’s internal network. Additional technical support for on-site assistance after the initial conversion for production use of the
Hosted Revenue Accounting Services shall be quoted on a project basis at the request of Customer using the rates as outlined in Exhibit K, Section 1.3. 

  
 Exhibit G - 74

 Hosted Services Agreement 

 

	 	3.7	Initial Training Services. NAVITAIRE will supply the following training and Customer agrees to participate in such training for the Hosted Revenue Accounting
Services: 

  

	 	3.7.1	System Training: Up to a maximum of ***** which may be attended by up to a maximum of ***** Customer employees at the NAVITAIRE corporate offices located in
Minneapolis, Minnesota. If Customer desires on-site initial training, Customer will be responsible for providing the training site, all required computer hardware, stable technical environment, and any related expenses including NAVITAIRE trainer(s)
travel, quality lodging including high-speed internet access, NAVITAIRE standard per-diem for meals and incidentals, and additional costs for the trainer’s time away from their home office. All training will be conducted in English.

 Topics will include the definition of the expected daily and month-end activities required to support the
Hosted Revenue Accounting Services and user and administrative features and functions. Customer must complete basic computer familiarization and Windows training for all trainees prior to the initial training. As Customer is contracting to use the
NAVITAIRE Hosted Reservation Services, and the Hosted Revenue Accounting Services uses the data extracts from this system, trainees must also have completed a basic course on the features and functions of the Hosted Reservation Services. 

Customer will be provided an electronic copy of the manual in Adobe Acrobat (PDF) format for download via the NAVITAIRE web site.
Technical specification and technical reference manuals are for internal NAVITAIRE use only, unless otherwise specified in this Agreement or by other arrangement. All materials provided by NAVITAIRE are in the English language unless otherwise
specified within this Agreement. 
 ***** 
  

	 	3.8	Project Reporting 

  

	 	3.8.1	During the course of Implementation Services, the NAVITAIRE Hosted Revenue Accounting Services Project Manager will coordinate status reporting with the
NAVITAIRE Hosted Reservation Services Project Manager. Following completion of installation of the Hosted Reservation Services, the NAVITAIRE Hosted Revenue Accounting Services Project Manager will provide Customer with status on the remaining
Implementation Services for Hosted Revenue Accounting Services as follows: (a) Weekly Project Plan Update and Status Report; (b) Weekly Updated Issues/Resolution List; and (c) Executive Summary. 

 

	 	a)	Weekly Project Plan Update and Status Report. Weekly status reports will be transmitted to Customer on a weekly basis during the provision of Implementation
Services. This report will include updated status on the process and an updated project plan. A list of the following week’s tasks and goals will be included in the report. 

 

	 	b)	Weekly Updated Issues/Resolution List. Weekly updated issues/resolution lists will be forwarded to Customer on the same schedule as the Weekly Project Plan
Update and Status Report. The Issues/Resolution List will include specific additional items discovered in the project analysis, or critical issues that deserve heightened priority apart from the project plan. The Issues/Resolution List will include
the task, the responsible party, date, open/close status, priority, and date of closed task. Every issue will be given a priority relative to a mutually agreed priority with Customer. Priorities will be ranked 1-5, 1 being most critical. Below is a
description of each priority: 

  

	 	•	 	 Priority 1 - Urgent. All issues included in this priority are deemed critical and will be given priority attention. These issues may affect a
milestone or dependency related to the completion of conversion services. Issues in this category are critical to resolve prior to other project dependencies and milestones being completed. 

  
 Exhibit G - 75

 Hosted Services Agreement 

 

	 	•	 	 Priority 2 - High. Issues included in this priority may affect the Target Date and require resolution prior to the completion of conversion
services. 

  

	 	•	 	 Priority 3 - Medium. Issues included in this priority are not required prior to completion of conversion services, but must be finished prior to
the end of Implementation Services. 

  

	 	•	 	 Priority 4 - Low. These items are not critical to either the completion of conversion services or Implementation Services but require monitoring
for subsequent follow up or entry into NAVITAIRE’s Internet based customer support tool. 

  

	 	•	 	 Priority 5 - Excluded. These items are deemed excluded and are either unnecessary or may be addressed in a business process change or
work-around. 

  

	 	c)	Executive Summary. An Executive Summary will be provided to both the NAVITAIRE and Customer Executive Sponsors upon reaching critical milestones. These
milestones will be established mutually with Customer as the final project plan has been established. 

  

	 	3.9	Implementation Services Time Frame 

  

	 	3.9.1	Upon receipt of the Implementation Fees due at signing, NAVITAIRE agrees to work with Customer to plan, coordinate, and to make progress toward completion of the
required Implementation Services within the time frame preceding the Target Date. NAVITAIRE further agrees to initiate, mutually with Customer, project-scope-analysis and project-planning communication to establish the final schedule for
Implementation Services. Depending on requirements for the loading of data included in the ***** Input files outlined as Interface Files in Section 7 below, into the Hosted Revenue Accounting Services and conversion, the project timeline and
Target Date for Implementation Services of Hosted Revenue Accounting Services will be determined as part of the implementation project plan. 

  

	 	3.9.2	During the court of planning discussions related to this Agreement, NAVITAIRE acknowledges the Target Date as requested by Customer for completion of applicable
portions of Implementation Services. For Customers who are converting to the NAVITAIRE Hosted Reservation Services, the Target Date for completion of Implementation Services is no later than ***** after the first date that passengers are checked in
at the airport using the Host Reservation Services. NAVITAIRE and Customer will detail dates and dependencies of the project plan, as summarized in the table below, in order to confirm the Target Date achievability. 

 

											
	 	 	 	  	Primary
Responsibility	  	Duration to
Complete	  	Milestone Dependency
	Key Milestones & Supporting Tasks	  	NAVITAIRE	  	Customer	  	  
	0	 	 Agreement Signature and Project Start Date
	  	ü	  	ü	  	*****	  	Agreement Signed*
	1	 	 Project Start Components
	  		  		  	*****	  	Milestone 0
	 	 SkyLedger data collector
	  		  	ü	  	  
	 	 Project Statement of Work signoff
	  	ü	  	ü	  	  
	2	 	 Account Setup Complete
	  		  		  	*****	  	Milestones 0 and 1
	 	 SkyLedger software loaded
	  	ü	  		  	  
	 	 Connectivity to NAVITAIRE data center
	  	ü	  	ü	  	  
	3
	 	 SkyLedger Training
	  		  		  	 *****
	  	 Milestone 2

	 	 SkyLedger training complete
	  		  	ü	  	  

  
 Exhibit G - 76

 Hosted Services Agreement 

 

											
	 Key Milestones & Supporting Tasks
	  	Primary
Responsibility	  	Duration to
Complete	  	Milestone
Dependency
	4	 	 User Acceptance Testing
	  		  		  	*****	  	Milestone 3
	 	 Confirm business critical functionality that is available in SkyLedger release
	  	ü	  		  	  
	 	 Approved functionality is working as documented
	  		  	ü	  	  
	5	 	 Go-Live Readiness Review
	  		  		  	*****	  	Milestone 4
	 	 Go-live walk-through
	  	ü	  	ü	  	  
	 	 Confirm go-live date with all necessary teams
	  	ü	  	ü	  	  
	6	 	 Go-Live
	  		  		  	*****	  	Milestone 5
	 	 Load data
	  	ü	  		  	  
	 	 Perform data integrity check
	  		  	ü	  	  
	 	 Perform go-live activities
	  	ü	  		  	  
	 	 Approve go-live
	  		  	ü	  	  
	7	 	 First Monthly Close
	  		  		  	*****	  	Milestone 6
	 	 Execute first monthly close
	  	ü	  		  	  
	 	 Review monthly close
	  		  	ü	  	  
	 	 Approve monthly close
	  		  	ü	  	  

  

	*	Implementation services will not be scheduled until this Agreement is fully-executed and any implementation fees due and payable by Customer as outlined in Exhibit K,
have been received by NAVITAIRE. 

  

	 	3.9.3	NAVITAIRE recommends at least ***** of data included in the ***** Input files outlined as Interface Files in Section 7 below, containing Customer’s
open PNR data from NAVITAIRE’s Hosted Reservation Services, prior to activation and initialization of the Hosted Revenue Accounting Services. Open PNR data will include unflown future Segments which still have a positive remaining balance.

  

	 	3.9.4	Typical timelines for implementation average ***** for full project implementation. The Hosted Revenue Accounting Services implementation process will be
conducted in parallel with the NAVITAIRE Hosted Reservation Services implementation (if applicable); however, the Hosted Reservation Services conversion to production will normally precede the conversion of the Hosted Revenue Accounting Services
implementation. 

  

	 	3.9.5	The NAVITAIRE Hosted Revenue Accounting Services implementation team will have an assigned project lead and central contact point that will interface with the
Customer Revenue Accounting Contact during the Implementation Services period. 

  

	 	3.9.6	If Customer is implementing Hosted Reservation Services concurrently with the Hosted Revenue Accounting Services implementation, the NAVITAIRE Revenue Accounting
project lead will communicate and coordinate with the primary Hosted Reservation Services project manager during the Hosted Reservation Services implementation effort. After Hosted Reservation Services conversion, the NAVITAIRE Revenue Accounting
project lead will communicate status with the Customer Project Manager. 

  

	 	3.9.7	Upon completion of the Implementation Services as described in this Exhibit G, Section 3, NAVITAIRE will provide written notification to the Customer
Revenue Accounting Contact or Customer Account Liaison named in Exhibit D of this Agreement. 

  

	4	Data Circuits 

  

	 	4.1	 Primary and Backup Data Circuits. Customer shall be responsible for all telecommunication circuits used by Customer in connection with the
transmission of data between the Hosted Services System and Customer’s site(s), as stated in Section 4.10 of this Agreement. It is anticipated that Customer will use the same primary and back-up

  
 Exhibit G - 77

 Hosted Services Agreement 

 

	 	
data circuits to transmit data for the Hosted Revenue Accounting Services as those used to support the delivery of the Hosted Reservation Services. Customer shall be responsible to ensure that
the data circuits are capable of handling the additional data volume required for the Hosted Revenue Accounting Services. If Customer wishes to use any alternative arrangement to the Hosted Reservation Services data circuits, Customer must submit
this request to NAVITAIRE for approval. 

  

	 	4.2	Facility Locations. The facility locations provided for in this Agreement are as follows: 

 

	 	•	 	 The NAVITAIRE Hosted Revenue Accounting Services data center will be located in ***** 

 

	 	•	 	 Customer’s primary facility will be located in *****. 

 

	5	Included Support 

  

	 	5.1	Support Center Support. NAVITAIRE will include English-speaking Support Center Support via email, an Internet based customer support tool (English version only),
or telephone. A customized version of the NAVITAIRE Procedures Manual will be provided to Customer. 

 The
allotment of ***** for included support is for the specified period only and may not be carried forward. Allotted monthly ***** of Support Center Support are not deducted for System Error reporting and use of the online support system. All other
related hours are deducted in ***** increments with a minimum of ***** per occurrence. 
 Customer is allotted, at no additional
charge, a maximum number of included Support Center Support hours as described in Exhibit K, Section 1.3. If Customer utilizes the Support Center more than the allotted number of ***** the Support Fees in Section 5.3 hereof will apply.

  

	 	5.2	Hours - Non-Emergency. NAVITAIRE Support Center Support is available *****, excluding NAVITAIRE holidays (Christmas Eve, Christmas Day and New Year’s Day).

  

	 	5.3	Support Rate. Charges for additional support ***** exceeding the applicable included support for the Support Center will be invoiced at the rate specified in
Exhibit K, Section 1.3. 

  

	 	5.4	Available Assistance. The NAVITAIRE Support Center may be contacted for assistance. All services are in English, unless otherwise specified in this Agreement.
This Section 5.4 outlines procedures for reporting Emergencies, errors, and requests. 

  

	 	5.4.1	Emergency. An Emergency is defined as the Hosted Revenue Accounting Services not functioning for Customer due to an Interrupted Service which prevents the
delivery of the daily Postings Report or the general ledger output file on the last day of the accounting period. Interrupted Service due to Customer misuse of the Hosted Services System will incur Support Fees at the rate specified in Exhibit K,
Section 1.3. 

  

	 	•	 	 The NAVITAIRE Support Center may be reached, without charge, in the event of an Emergency ***** by calling the number provided in Exhibit C,
Section 1. 

  

	 	•	 	 Customer will be requested to call the Support Center and report the Emergency, in English, to the representative, or if all representatives are busy
with other calls, a message may be left in English on the voicemail response system, which will page an appropriate contact. A representative of NAVITAIRE will return Customer’s call within ***** with an acknowledgment and initial response to
Customer. 

  

	 	•	 	 Provided the Emergency is due to an Interrupted Service event pertaining to the provision of the Hosted Revenue Accounting Services, NAVITAIRE will

  
 Exhibit G - 78

 Hosted Services Agreement 

 

	 	 
advise Customer regarding the status of the error or problem and the anticipated period to resolution. During normal business hours, the NAVITAIRE Account Manager and Customer Account Liaison
will be notified and briefed on the situation. 

  

	 	•	 	 Customer is required to provide NAVITAIRE with an after-hours emergency contact number in Exhibit D, Section 1, which will be answered by Customer
when called by the NAVITAIRE support representative. 

  

	 	5.4.2	Error Reporting. Customer may report an identified Hosted Revenue Accounting Services System Error at no additional cost through the Support Center or the
Internet based customer support tool. 

  

	 	5.4.3	Request Reporting. Customer may utilize the NAVITAIRE Internet support tool to contact the NAVITAIRE Support Center electronically for the following service
requests: 

  

	 	•	 	 Custom Enhancement requests 

  

	 	•	 	 New product concepts or requests 

  

	 	•	 	 Additional training requests 

  

	 	•	 	 Product expertise 

 These services are subject to the Support and/or Other Fees as described in Exhibit K, Section 1.3 and/or 1.4, and are accepted at the sole discretion of NAVITAIRE. If the request is accepted by
NAVITAIRE, a price quote and time schedule will be generated. Customer will then decide whether to authorize the work to be performed by NAVITAIRE. 
  

	 	5.5	Third Party Interfaces 

  

	 	5.5.1	NAVITAIRE will only supply and support defined interfaces to third party systems utilized by Customer if listed in this Section. 

 

	 	5.5.2	Unless third party software is incorporated into the Hosted Services System and indicated specifically in the specifications included in this Exhibit G, neither
NAVITAIRE nor such third party shall be liable for the performance or failure to perform of the other in respect to Service Level Targets. 

  

	6	Scheduled Maintenance 

The Hosted Revenue Accounting Services will be available to Customer for normal application operations Monday - Friday from *****, local
Customer time. The hours of ***** will be used by NAVITAIRE for daily processing, including updates, optimization and creation of scheduled reports. Saturdays and Sundays will be used by NAVITAIRE for software installations, database backups,
database maintenance, operating system patches, third party software upgrades, hardware maintenance, and hardware upgrades. If Customer requires access to the Hosted Revenue Accounting Services outside of normally available hours, Customer may
request additional access through an INC, with at least ***** advance notice. NAVITAIRE will make a concerted effort to minimize impacts of scheduled downtime during Customer’s normal business hours. 

 

	7	Hosted Revenue Accounting Services Functionality 

 The table below outlines the basic and optional products and features in NAVITAIRE’s Hosted Revenue Accounting Services that, depending on terms of the contract, as defined in this Exhibit G,
Section 2, may be included in this Agreement. Such list describes features that are in force as of the Effective date. This list may be expanded or modified in the future based upon new releases. 

  
 Exhibit G - 79

 Hosted Services Agreement 

 

 Hosted Revenue Accounting Services – SkyLedger 

Base Functionality 
 General Features – SkyLedger 
  

	 	•	 	 Captures financial events for NAVITAIRE reservation activity and relates the activity to the relevant financial accounting period.

  

	 	•	 	 Maintains a historical PNR, Voucher, and Credit Shell database with a separate version whenever a financial change occurs.

  

	 	•	 	 Provides periodic financial reporting with accounting period integrity. 

 

	 	•	 	 Provides a financial audit trail for financial activity related to the life of each PNR. 

 

	 	•	 	 Provides a financial audit trail for each accounting entry down to the specific transaction event detail. 

 

	 	•	 	 Provides data retention for PNR(s), Vouchers, Credit Shells, and accounting details. 

 

	 	•	 	 Includes a web based report creation tool which enables the user to create and view a set of reports. 

 

	 	•	 	 Provides the ability to map accounting events to airline specified general ledger accounts for reporting or electronically interfacing to the
airline’s general ledger system. 

  

	 	•	 	 Provides financial detail in the airline’s designated “host” accounting currency without loss of the sales currency in the reporting
data. 

  

	 	•	 	 Provides the ability to re-map transactions and automatically reprocess those affected by the mapping changes. 

 

	 	•	 	 Provides a pre-defined set of reports for critical accounting events with the flexibility of these reports being available in text, PDF, or Excel.

  

	 	•	 	 Provides simple proration of fare over each leg within a given through segment. 

 

	 	•	 	 Provides flexibility to map account numbers to specific transactional data elements, e.g. aircraft type, tax code, or country code.

 Standard Reports 
 Accounting Reports 
  

	 	•	 	 Account Center Balance Report. Displays account/center balances for each of the carrier’s accounts. 

 

	 	•	 	 Journal Entry Detail Report. Displays account/center balances grouped by Journal Entry. 

 

	 	•	 	 Activity Balance Report. Summarizes daily postings by account event/account type. 

 

	 	•	 	 Account Mappings Report. Displays all relevant information related to an account mapping for a user-specified company code, effective period, account
event and account type. 

  

	 	•	 	 Suspense Report. Displays account items that are currently in suspense. 

Revenue Reports 
  

	 	•	 	 Revenue by Distance. Displays base and gross revenue by seat mile/kilometer on a specific date or within a specified date range for flights between two
cities. 

  

	 	•	 	 Revenue by Fare Class. Displays revenue by fare class on a specific date or within a specified date range. 

 

	 	•	 	 Revenue by Flight. Displays revenue by average seat mile/kilometer for individual flights. 

 

	 	•	 	 City Pair Load Factor. Displays passenger totals, load factor, ASM, Revenue, RPM, yield, RASM, and other data by city pair as well as by individual
flights serving each city pair. 

  

	 	•	 	 Earned/Unearned Revenue. Displays information on earned and unearned revenue for flights between a designated city pair including analysis by booking
date and equipment type. 

  

	 	•	 	 Route Profitability Report. Displays a summary of revenue and costs by route. Costs must be entered through the Expenses User Interface before the
report can be used. 

 Business Reports 

 

	 	•	 	 Credit Shell/Voucher Expiration. Lists expired credit files, credit shells and vouchers for a specified time period. 

 

	 	•	 	 Fees and Discounts. Displays fees and discounts, by currency and type, entered into the system. 

 

	 	•	 	 Tax History. Displays information for selected tax payments. 

 

	 	•	 	 Payment Report. Displays information about payments made against a PNR grouped by date, agent or type based on parameters specified.

  

	 	•	 	 Flight Reconciliation Report. Displays Flight Statistics and what has been received and accounted for within SkyLedger. 

 

	 	•	 	 Unearned Revenue Liability Report. This report displays unearned revenue, earned revenue, no-show revenue, expired revenue, and unearned revenue
liability at an accounting period level. This report will provide the user with exposure to their unearned revenue liability (items sold, but not flown). 

 

	 	•	 	 Delta Report. Displays all transactions for which the total debit and credit amount do not balance for the account specified by the user

 Operational Reports 
  

	 	•	 	 Extract Load Errors Report. Displays all transactions that could not be successfully loaded to the historical database. 

 

	 	•	 	 Reconciliation Report. Daily report that is used to ensure all transactions listed on the historical database are also posted to the accounting detail
database with the appropriate amounts. Only discrepancies between the historical and accounting database are displayed. 

  
 Exhibit G - 80

 Hosted Services Agreement 

 

 Modules and Interfaces 

Modules 
  

	 	•	 	 PNR Load. Accept PNR XML from the NAVITAIRE reservation system and validate file, load to Temporary Database for further processing by Version History
module. 

  

	 	•	 	 Voucher Load. Accept Voucher XML from the NAVITAIRE reservation system and validate file, load to Temporary Database for further processing by Version
History module. 

  

	 	•	 	 Credit Shell Load. Accept Credit Shell XML from the NAVITAIRE reservation system and validate file, load to Temporary Database for further processing
by Version History module. 

  

	 	•	 	 Flight Following Load. Accept Flight Following XML from the NAVITAIRE reservation system and validate file, load to Temporary Database for further
processing by Version History module. 

  

	 	•	 	 PNR Version History. Version incoming PNR and insert a control row to trigger action by the accounting generator. 

 

	 	•	 	 Voucher Version History. Version incoming Voucher and insert a control row to trigger action by the accounting generator. 

 

	 	•	 	 Credit Shell Version History. Version incoming Credit Shell and insert a control row to trigger action by the accounting generator.

  

	 	•	 	 Flight Following Version History. Version incoming Flight and insert a control row to trigger action by the accounting generator.

  

	 	•	 	 Accounting Generator. Generate accounting transactions based on prior versions of PNR, Voucher and Credit Shell comparing differences to determine what
financial events have changed. 

  

	 	•	 	 Account Mapping. Assign an account period, company code, journal entry, debit/ credit account/ center to a specific accounting transaction.

  

	 	•	 	 Remap Request. Identify and process the transactions that must be reversed and remapped as a result of modifications to the account mapping table.

  

	 	•	 	 Re-conversion Request. Identify and process the transactions that must be reversed and reposted as a result of modifications to the currency conversion
rate table. 

  

	 	•	 	 Account Reversal. Update the accounting detail table to reverse all accounting related to the transaction key provided. 

 

	 	•	 	 Transaction Reconciliation. Ensure the accounting database is in sync with the historical transaction database. 

 

	 	•	 	 Monthly Close Processing. Perform a variety of actions related to the close of an accounting period. 

 

	 	•	 	 Simple Proration. Retrieve air miles for each leg within a given through segment and divide the fare among the constituent legs. Alternatively the
square root of air miles can be used to divide the fare among the constituent legs. 

  

	 	•	 	 Expiration. Generate accounting to relieve liability related to unused transactions (PNR(s), Credit Shells, and Vouchers) following a user-specified
expiration period. 

  

	 	•	 	 Purge. Delete fully-used, closed transactions from the historical and accounting databases following a user-specified retention period.

  

	 	•	 	 General Ledger Creation. Extract all accounting records in local and/or host currency on a daily or monthly basis to be fed via XML interface into
Customer’s General Ledger system. 

  

	 	•	 	 Agency Billing and Commission Load. Accept Agency Billing and Commission file from the NAVITAIRE reservation system, validate file, and load to
database (optional). 

 Interface Files 

SkyLedger is populated by the XML extract files provided by the NAVITAIRE Reservation System. The main output of the SkyLedger system will
be the general ledger feed, which supplies the data that can be interfaced into Customer’s financial system. Please note that each of the interface files listed below has a standard file specification and all files accepted or created by the
SkyLedger system must be formatted in accordance with these file specifications. 
 Inputs 

 

	 	•	 	 PNR Booking Data Extract from the NAVITAIRE Reservation System with PNR/Passenger information such as booking, flown, or payments.

  

	 	•	 	 Credit Shell XML. Daily XML Extract from the NAVITAIRE Reservation System with Credit Shell information such as creation of, usage.

  

	 	•	 	 Voucher XML. Daily XML Extract from the NAVITAIRE Reservation System with Voucher information such as creation of, usage. 

 

	 	•	 	 Flight Following XML. Daily XML Extract from the NAVITAIRE Reservation System with flight information such as origin, destination, or passenger counts.

  

	 	•	 	 Agency Data XML. XML extract from the NAVITAIRE Reservation System with agent and contact information. This information is used to allow mapping by
department and location for certain accounting events. 

 Outputs 

 

	 	•	 	 Standard General Ledger Feed. The NAVITAIRE standard general ledger feed, which provides SkyLedger data to Customer’s general ledger system to
update the journal entry/account balances, is included at no extra cost to Customer. 

 User Interfaces

 SkyLedger provides a user interface for: a) viewing and managing accounts, b) viewing journals and account mappings to
allow customization accounts, and c) viewing journal entries to track how transactions are applied to those specific accounts. The following six user interfaces will be included in SkyLedger: 

 

	 	•	 	 Accounts. The accounts user interface will be used to insert, update, and delete entries from the SkyLedger account table, center table, and company
account center table. These tables in turn are used to validate entries to the SkyLedger account mapping table. 

  

	 	•	 	 Journal Maintenance. The journal maintenance user interface will be used to insert, update, and delete entries on the SkyLedger journal entry table.
This table in turn will be used to validate entries to the SkyLedger account mapping table. 

  
 Exhibit G - 81

 Hosted Services Agreement 

 

	 	•	 	 Journal Approval. The journal approval user interface will be used to approve the debit/credit balance for each journal entry. Please note that this
interface is intended to be used in conjunction with the SkyLedger journal entry detail report. Quality Assurance and management approval of a journal entry is required before data related to this journal entry may be bridged to the user via the
automated monthly G/L feed (where the carrier has requested user-approval of the journal entry balance). 

  

	 	•	 	 Mappings. The mappings user interface will be used to insert, update, and delete entries from the SkyLedger account mapping table. This table in turn
will be used to assign a debit account/center and credit account/center to accounting transactions based upon the type of accounting event (account event/account code) and the specific characteristics of the transaction (mapping fields). The account
mapping table also enables individual accounting transactions to be classified under the proper company code and journal entry. 

  

	 	•	 	 Currency Maintenance. This user interface will allow the user to enter the exchange rate from each currency to the host currency at the company level
with an effective date for each exchange rate. 

  

	 	•	 	 Service Types. This user interface will allow the carrier to identify each service type and specify whether or not the revenue related to that service
will be earned at the time of booking or the time of flight. 

 Revenue Accounting System Data Storage and
Access 
  

	 	•	 	 Online access for historical revenue accounting system data up to ***** from current date. 

 

	 	•	 	 Access to historical revenue accounting system data more than ***** to the current date is the responsibility of Customer.

 Standard General Ledger Extract 

 

	 	•	 	 Provides a daily or monthly extract file containing account postings data. 

 

	 	•	 	 Allows Customer to upload the data into their financial system. 

Month End Close Process 
  

	 	•	 	 User initiated process which is executed by NAVITAIRE operations staff. 

 

	 	•	 	 Provides automated closure of each accounting period. 

 Hosted Revenue Accounting Services – SkyLedger 
 Add-on
Functionality 
 Custom General Ledger Feed 

General Features – Custom General Ledger Feed 

 

	 	•	 	 Provides SkyLedger data to Customer’s general ledger system to update the journal entry/account balances and is based upon a custom file
specification. 

 Credit Card Settlement Data 

General Features – Credit Card Settlement Data 

 

	 	•	 	 Accepts credit card settlement data at the PNR level if provided by Customer’s Payment Service Provider (PSP) or NAVITAIRE’s payment service.

  

	 	•	 	 Performs accounting for settled and chargeback amounts. 

 

	 	•	 	 Includes sixty (60) days of historical data storage. 

 

	 	•	 	 Must be enabled for each credit card payment service provider or bank. 

 

	 	•	 	 Test data will be provided to NAVITAIRE from the payment service provider or bank, to ensure the data is successful prior to going into production.

 Inbound Interline/Operating Codeshare Settlement 

General Features – Inbound Interline/Operating Codeshare Settlement 

 

	 	•	 	 Identifies bookings associated with inbound interline and operating Codeshare requests and consolidates the information for accounting and billing
purposes. 

  

	 	•	 	 Facilitates billing and settlement by creating invoices, reports and output files. 

 

	 	•	 	 Functionality must be enabled for each interline/operation codeshare partner. 

 

	 	•	 	 NAVITIARE charges a flat fee per interline/operation codeshare partner to cover the cost of generating the settlement file.

 Additional Reports 
 Outward Billing Report 
  

	 	•	 	 Displays revenue and billable tax information by flight and partner for interline transactions. 

  
 Exhibit G - 82

 Hosted Services Agreement 

 

 Additional Modules and Interfaces 

Additional Interface Files 
  

	 	•	 	 Invoice Summary Report. Displays interline invoice summary information based on the ATA/IATA Interline Passenger Summary Invoice format.

  

	 	•	 	 Invoice Coupon Report. Displays interline invoice details based on the ATA/IATA Interline Passenger Summary Invoice format.

  

	 	•	 	 Billing File. This file is created by SkyLedger and contains invoice and transaction details for interline billable activity. File format is based on
the Interline Data Exchange Centre (IDEC) format. 

  

	 	•	 	 Passenger Reconciliation Data File. This file is created by SkyLedger and should be sent to the partner airline to advise them a flight has operated.

  

	 	•	 	 Web F12 File. This file is an electronic claims file created by SkyLedger containing Forms One and invoice details only and enables Clearing House
members to electronically communicate with the Clearing House system in order to submit electronic Forms One and generate an electronic Forms Two. 

  

	 	•	 	 Currency Conversion File. This file is required for SkyLedger. It can either be the IATA 5-day rate if settling through the clearinghouse, or a file of
currency rates from New Skies. 

 Additional User Interfaces 

 

	 	•	 	 Interline Configuration. Allows an airline to configure various properties related to outward billing for each partner airline.

  

	 	•	 	 Billing Request. Enables the airline to request the creation and transfer of one or more outward billing files/reports. 

 

	 	•	 	 ISC Detail Application. Allows an airline to specify specific ISC rates that apply at the segment level. 

 

	 	•	 	 Fares Settlement. Allows an airline to use an amount for interline and codeshare settlement which differs from the fare in the booking.

 ARC Reporting 
 General Features – ARC Reporting 
  

	 	•	 	 SkyLedger accepts ARC CAT files which are validated against PNR details for fare, tax and payment. 

 

	 	•	 	 ARC Reconciliation report details any variances between the ARC and PNR data for fare, tax and payment 

	 	•	 	 Creates accounting for commission and agency debit and credit memos 

 

	8	Customer Hardware, Software, Connectivity and Network Requirements 

  

	 	8.1	Software Use and Upgrades. Customer is required to maintain the latest version ***** of supported NAVITAIRE and ***** related third party software as directed by
the NAVITAIRE Support Center, ***** Upon receipt of upgraded software, newer versions or software, or notification of third party software updates, Customer must update their software version(s) within *****. Failure to complete the advised upgrades
may result, at NAVITAIRE’s option, in the suspension of Included Support, as described in this Exhibit G, Section 5. 

  

	 	8.1.1	Unless third party software is incorporated into the Hosted Services System and indicated specifically in the specifications included in this Exhibit G, neither
NAVITAIRE nor such third party shall be liable for the performance or failure to perform of the other in respect to Service Level Targets. 

  

	 	8.2	Equipment Specifications. The equipment specifications below outline the required, supported hardware and software necessary for the proper function and
efficient operation of the Hosted Revenue Accounting Services and applicable products. Unless otherwise specified in this Section, the equipment and software listed below are the responsibility of Customer. All specifications are subject to change.
Customer will be provided a minimum of thirty (30) days’ notice of incremental hardware upgrade requirements. 

 SkyLedger 
 Workstation: 

 

	 	•	 	 Windows XP 

  

	 	•	 	 Microsoft Office 

  

	 	•	 	 2.0 GHz Intel Pentium 4 Processor with MMX (or higher) 

 

	 	•	 	 512 MB RAM (or higher); AGP and PCI bus; 100-133 MHz FSB 

 

	 	•	 	 17” Monitor minimum 

  

	 	•	 	 Internet Explorer Version 7 or higher 

  

	 	•	 	 100 MB Network Card (with 100 MB network, end to end) 

  
 Exhibit G - 83

 Hosted Services Agreement 

 

 Network Hardware, Software, and Data Circuits 

 

	 	•	 	 Data Circuits: Customer must already have or must install the necessary equipment and circuits to support their primary revenue accounting site
and any remote locations. NAVITAIRE requires a LAN/WAN network supporting TCP/IP protocols. 

  

	 	•	 	 Routers, DSU/CSUs, and Modems: Customer should contact NAVITAIRE for recent information regarding supported routers and other network
communication equipment. 

  

	 	•	 	 IP Addressing: NAVITAIRE requires that all hosted Customers use Internet Registered IP addresses on all client workstations or devices that
require connectivity to the Hosted Revenue Accounting Services. Alternatively, NAVITAIRE requires a NAT (Network Address Translation) router to be installed behind the NAVITAIRE gateway router. The NAT must then have the Internet Registered IP
address. 

  

	 	•	 	 Customer Provided Data Circuits: NAVITAIRE requires a review of the proposed primary or backup data circuit(s) prior to a third party agreement
and installation. Where possible, NAVITAIRE will use reasonable effort to provide all necessary specifications and extend management of the data circuit as permitted by Customer and the third party supplying the data circuit(s).

  

	 	8.2.1	Data Circuits. Customer must arrange and pay for necessary circuits for Hosted Revenue Accounting Services file transmissions. NAVITAIRE may act as
Customer’s agent to order and facilitate installation of these circuits upon written request by Customer. 

  

	9	System Errors and System Changes 

  

	 	9.1	System Errors 

  

	 	9.1.1	System Error Definition. A System Error occurs when functionality that is included in the NAVITAIRE product user documentation is currently not working on
Customer’s site in all material respects consistent with the manner that it is described in the documentation. 

  

	 	Note:	Customer must refer to the documentation that matches the version of software they are running. If Customer wants a feature that is not currently included in
their software version, but the feature is included in a later software version, Customer must upgrade their software to that version to be able to take advantage of the new features and functionality. 

System Errors detected during testing in Customer’s test environment should also be logged through the NAVITAIRE internet support
tool with a reference to the test database code. NAVITAIRE will respond to all Emergency INCs for the test environment within ***** 
  

	 	9.1.2	System Error Reporting. Customer may report an identified Hosted Revenue Accounting Services System Error at no additional cost using the Internet based customer
support tool INC schema. A System Error is defined in Section 9.1.1 above. 

  

	 	9.1.3	System Error Classification. When Customer reports an INC for a System Error, it will be assigned a priority based on the severity of the issue. These priorities
will be assigned using the following table: 

  

											
	 	  	Business Functionality
	 Impact Analysis
	  	 No loss of
 business
 function
	  	
Partial loss
of business
function.
Work-around
exists.
	  	 Partial loss of
business
function.
No
work-around
exists.
	  	 Complete
loss
of
business
function.
Work-
around
exists.
	  	 Complete
loss of
business
function.
No
work-
around
exists.

	 Immediate impact is significant. Affects many and/or critical users.
	  	*****	  	*****	  	*****	  	*****	  	*****
	 Immediate impact is moderate.

Affects few and/or non-critical users.
	  	*****	  	*****	  	*****	  	*****	  	*****
	 Immediate impact is marginal.

Affects few or no users.
	  	*****	  	*****	  	*****	  	*****	  	*****

  
 Exhibit G - 84

 Hosted Services Agreement 

 

 An example of an ***** System Error might include: 

 

	 	•	 	 *****. 

  

	 	•	 	 *****. 

 An
example of a ***** System Error might include: 
  

	 	•	 	 ****tely. 

An example of a ***** System Error might include: 
  

	 	•	 	 *****. 

  

	 	9.1.4	Emergency Response Procedure. In the event of a Customer Emergency, the NAVITAIRE Support Center may be contacted for assistance, according to the procedures
outlined in this Exhibit G, Section 5.4. 

  

	 	9.2	System Changes 

  

	 	9.2.1	Change Control. Change control covers all events that impact application software, custom software, systems software, or hardware. The Change Control process
effectively plans and facilitates changes to the Hosted Revenue Accounting Services system, including ownership for mitigating problems that may occur with a change to minimize any associated downtime. This function is responsible for coordinating
and controlling all change administration activities (i.e., document, impact, authorize, schedule, implementation control), and determining if and when a change will be implemented in the production environment. 

 

	 	9.2.2	Enhancements. An “Enhancement” is a request for a new report or application or an improvement to an existing application related to usability,
performance, additional functionality, or flexibility. Enhancements will be logged in the Support Center Support tool. Such requests can be in response to: 

 

	 	a)	Mandates controlled by external third parties including governments, governing industry bodies such as International Air Transport Association [IATA],
Société Internationale de Télécommunications Aéronautiques [SITA], or airport authorities. 

  

	 	b)	Customer requests that are initiated through a direct request, user conference, or through Customer’s NAVITAIRE Account Manager. Examples include:

  

	 	•	 	 Competitive advantage 

  

	 	•	 	 Improved passenger services 

  

	 	•	 	 Specific client requirements 

  

	 	•	 	 Improved business management 

  

	 	c)	Internal requests that are initiated through the sales cycle, Technology, Development, or NAVITAIRE line of business. Examples include: 

 

	 	•	 	 Cost reduction initiatives 

  
 Exhibit G - 85

 Hosted Services Agreement 

 

	 	•	 	 Product obsolescence 

  

	 	•	 	 Corporate business plan objective 

 Efforts required to develop, implement, document, and/or train on Enhancements are payable by Customer. 
  

	 	9.2.3	Urgency Classifications for Enhancements. Enhancements will be assigned a priority according to the criteria in the table below. If there is a disagreement as to
the priority of the requested Enhancements, these will be decided between the NAVITAIRE Account Manager and the Customer Account Liaison. If this cannot be resolved at this level, it will be escalated to the respective Executive Sponsors for
determination. 

  

			
	 Urgency
	    	 Description

		
	 *****
	    	 A requirement from a business critical third party or other outside influence such as an airline buyout, purchase of another airline,
a new government regulation, or a requirement that cannot be completed in a manual nature without severe negative impact. Such requests are Urgent only if a third party controls the requirement, it is non-discretionary to the customer, and the third
party places an immediate time constraint on the customer.
  
 Note:
Documentation from the governing entity, which clearly states the nature of the requirement, the time frame allowed for implementation, and the penalties for non-compliance may be required. Due to the nature of an Emergency request, NAVITAIRE
expects to receive no more than ***** such requests per year. Every attempt will be made to meet the established regulatory deadline communicated in these instances; however should the deadline be compromised NAVITAIRE will communicate specific
issues that may make this deadline unattainable with an estimate of when it can be completed.

	 *****
	    	  
 A requirement from a business critical third party or outside
influence such as an airline buyout, purchase of another airline, a new government regulation, or a requirement that cannot be completed in a manual nature without severe negative impact, but DOES NOT have an immediate time constraint placed on the
customer by the 3rd party.
  
 Note: Such requests are classified as
High to prevent them from becoming Very High/Emergencies. A new business requirement that cannot be completed in a manual nature without severe negative impact. Such requests are not Emergencies because the request is discretionary to the
customer.

	 *****
	    	  
 Supports all required Hosted Services System operations; the
request is required eventually but could wait until a later release if necessary. Would enhance the product, but the product is not unacceptable if absent. More of a want than a need, but would provide benefit to the customer.

	 *****
	    	  
 A functional or quality enhancement that corrects an aesthetic
problem or improves usability from the customer’s perspective. It does not greatly affect or alter core functionality.
  
 Examples:
  
 •   Adding more feeds (imports or exports) to 3rd party packages for data sharing.
  

•   Making minor adjustments to screen layouts or design to increase readability.

 
 •   Adjusting reports to
increase readability and decrease questions to support.

  

	 	9.2.4	Releases. NAVITAIRE software changes are bundled into work units called releases. The type and content of each release will vary. As previously stated in
Section 4.12 of the Agreement, Customer is responsible for maintaining current versions ***** of the NAVITAIRE software and all costs associated with implementing a release. 

 

	 	9.2.5	Month End Closure. SkyLedger operates with ***** accounting periods open at all times. Prior to closing the accounting month end, Customers must ensure that
following are managed: 

  

	 	•	 	 All flights for that month have been set to “Close” within the NAVITAIRE Reservation System. 

 

	 	•	 	 All no-show passengers on all flights for the month have been set to “No-Show”. 

 

	 	•	 	 Balance in the SkyLedger Suspense account has been cleared to “Nil” balance or to a reasonable level. 

  
 Exhibit G - 86

 Hosted Services Agreement 

 

 Customers are required to close the accounting period within the first ***** of the
next month (e.g. ***** accounting month would be set to close by *****). Customers are requested to log an INC to request NAVITAIRE Operations to close the accounting month. For example: 

 

	 	•	 	 ***** accounting periods are open 

  

	 	•	 	 ***** accounting period is closed no later than *****As soon as ***** is closed ***** accounting period will be open 

In the event Customer has not requested the earliest accounting period to be closed prior to the start of the ***** (in the example above
this is *****) NAVITAIRE Operations will close the accounting period (***** in the above example). Customer will be provided ***** notice that the accounting period will be scheduled for closure. This is to ensure that September booking data can be
loaded and accounting is generated without any delays. 
 If NAVITAIRE Operations confirms the accounting close is to be
scheduled and Customer does not accept this, Customer will be responsible for any incurred costs associated with holding back and the loading of data for subsequent months. This effort is chargeable based on time and materials at the rates listed in
Exhibit K. 

  
 Exhibit G - 87

 Hosted Services Agreement 

 

 EXHIBIT H 

(INTENTIONALLY OMITTED) 

  
 Exhibit H - 88

 Hosted Services Agreement 

 

 EXHIBIT I 

(INTENTIONALLY OMITTED) 

  
 Exhibit I - 89

 Hosted Services Agreement 

 

 EXHIBIT J 

(INTENTIONALLY OMITTED) 

  
 Exhibit J - 90

 Hosted Services Agreement 

 

 EXHIBIT K 

PRICE AND PAYMENT 
  

	1	Fee Schedule 

 All fees in this Exhibit
are specified in USD. 
  

	 	1.1	Service Fees 

  

	 	1.1.1	Monthly Recurring Service Fees – Core Services: 

  

					
	 ***** Tier
	  	
Hosted Reservation
Services – New Skies
	 	 Hosted Revenue
Accounting Services
–
SkyLedger

	  	Per *****	 	Per *****
	 *****
	  	*****	 	*****
	 *****
	  	*****	 	*****
	 *****
	  	*****	 	*****
	 *****
	  	*****	 	*****
	 *****
	  	*****	 	*****
	 *****
	  	*****	 	*****
	 SELECTED
	  	X	 	X

  

	 	a)	***** Guarantees. Customer agrees to guarantee and pay as a ***** the total number of ***** according to the table below. This table will also be used for the
purposes of calculating the minimum recurring Service Fees, effective upon the Target Date: 

  

			
	 *****
	  	 ***** Guarantees*

	  	*****
	 1 (First *****)
	  	*****
	 2 (Following *****)
	  	*****
	 3 (Following *****)
	  	*****
	 4 (Following *****)
	  	*****
	 5 (Following *****)
	  	*****
	 *****
	  	*****
	 ***** *****)
	  	*****
	 *****)
	  	*****
	 *****)
	  	*****
	 *****
	  	*****

  

	*	All Host Segments and Segments booked via SkySpeed, SkySales Internet Suite, Booking API Suite, or Allotment API Suite in excess of these monthly minimum guarantees
will be invoiced per terms described in Section 6.3 of the Agreement. 

 *****Factors to be considered
include but are not limited to the following: ***** 
  

	 	b)	Availability Request Overage Fee is the fee applied to each Utilized Availability Request in excess of the Maximum Availability Requests Allowed *****. The fee
is determined by the following Load Factor sliding scale, based on the average monthly Load Factor, and will be applied to each excess call: 

  

	 	•	 	 Load Factor lower ***** 

  
 Exhibit K - 91

 Hosted Services Agreement 

 

	 	•	 	 Load Factor between ***** 

  

	 	•	 	 Load Factor between ***** 

  

	 	•	 	 Load Factor greater ***** 

 The average monthly Load Factor is rounded to the nearest whole number to determine the fee to be applied. 
 Should Customer not utilize the Low Fare Finder functionality, a ***** will apply per Standard Availability Call in excess of the Maximum Availability Requests Allowed ***** 

 

	 	c)	***** Ratio. A ***** Ratio of ***** will apply to ***** as described in Section 1 of Exhibit A. If the established ***** Ratio is exceeded, the excess usage
fees will be calculated in accordance with the Availability Request Overage Fee. 

  

	 	d)	*****. 

  

	 	•	 	 *****. 

 For example: 
  

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

  

	 	•	 	 *****means the *****. 

 *****For Example: ***** 
  

	 	1.1.2	Monthly Recurring Service Fees – Hosted Reservation Services – New Skies Add-On Products/Services: 

 

													
	 SELECTED
	  	 Products and/or Services
	  	 Description
	  	 Partners or
Connections
	  	 Monthly
Minimum
Recurring
Service Fee

(per partner
/
connection)
	  	 Included
in
Monthly
Recurring
Service
Fee
	  	 Monthly
Overage
Fee

	Note: If products and/or services are not part of Customer’s initial purchase, the prices listed below will remain valid for ***** following the Effective
Date of the Agreement. Following this time period, the pricing for Services not previously selected in this Section is subject to change.
	
	 Hosted Reservation Services – New Skies

Add-On Products/Services

							
	 X
	  	API Suites**	  	Booking and Voucher API Suites	  	N/A	  	*****	  	*****	  	*****
	  	  	Check-In API Suite	  	N/A	  	  	  
	 X
	  	 Data Store
	  	Data Store Workbench	  	N/A	  	*****	  	*****	  	*****

  
 Exhibit K - 92

 Hosted Services Agreement 

 

													
	 SELECTED
	  	 Products and/or Services
	  	 Description
	  	 Partners or
Connections
	  	 Monthly
Minimum
Recurring
Service Fee

(per partner
/
connection)
	  	 Included
in
Monthly
Recurring
Service
Fee
	  	 Monthly
Overage
Fee

	Note: If products and/or services are not part of Customer’s initial purchase, the prices listed below will remain valid for ***** following the Effective
Date of the Agreement. Following this time period, the pricing for Services not previously selected in this Section is subject to change.
	X	  	 Type B / Teletype

Connectivity for
 Operational Messaging*
	  	 BSM or BTM
 messages
 (outbound only)
	  	Type B / Teletype	  	*****	  	*****	  	*****
	X	  	  	 PNL/ADL/PFS
 messages
 (inbound and/or

outbound)
	  	Type B / Teletype	  	*****	  	*****	  	*****
	X	  	  	 MVT (PXA/PXB)
 messages
 (inbound and/or

outbound)
	  	Type B / Teletype	  	*****	  	*****	  	*****
							
	X	  	All-Inclusive Pricing	  	All-Inclusive Pricing	  	N/A	  	*****	  	*****	  	*****
	N/A	  	Travel Commerce	  	Travel Commerce	  	 Insurance Partners:
 TBD
	  	*****	  	*****	  	*****
	N/A	  	  	  	 Car Partners:
 TBD
	  	  	*****	  	*****
	N/A	  	  	  	 Hotel Partners:
 TBD
	  	  	*****	  	*****
	N/A	  	  	  	 Activity Partners:
 TBD
	  	  	*****	  	*****
							
	X	  	Secure Flight/AQQ	  	Secure Flight/AQQ	  	N/A	  	*****	  	*****	  	*****
							
	X	  	Revenue Management Extract	  	 Revenue
 Management Extract
	  	N/A	  	*****	  	*****	  	*****
							
	X	  	GoNow Agent and Kiosk***	  	 GoNow Agent and
 Kiosk
	  	N/A	  	*****	  	*****	  	*****

  

	*	Any applicable message fees, Segment fees, or data circuits pertaining to the CRS/GDS/ARS, SITA/ARINC, and/or other Connectivity Providers are the responsibility of
Customer; including, but not limited to the following: 

  

	 	(1)	CRS/GDS/ARS Imposed Message Fees (applicable to CRS/GDS/ARS messages only): 

 Per CRS/GDS/ARS agreement with NAVITAIRE, additional CRS/GDS/ARS fees may be billed to NAVITAIRE. Any and all such fees and/or charges attributable to Customer’s Hosted Reservations Services, will be
payable by Customer to NAVITAIRE, on a monthly basis. Upon request and on a time and materials basis, NAVITAIRE will provide Customer with a copy of the CRS/GDS invoice for Type A/EDIFACT, Type B/Teletype, or other related charges with each monthly
invoice. 
 These fees are in addition to the standard Host Reservation Services charges and are subject to any increases
imposed upon NAVITAIRE by CRS/GDS/ARS. If CRS/GDS/ARS begins to assess message fees for test messages, these will also be billed cost to Customer at cost. 
  

	 	(2)	SITA/ARINC or other Connectivity Provider Fees: 

 All fees from SITA/ARINC and/or other Connectivity Providers for routing of traffic need to be billed directly to Customer. Customer should pursue an arrangement with these providers independent of
NAVITIARE. 
  

	 	(3)	Any hardware required. 

  

	**	Customer is required to obtain a valid NAVITAIRE API NDA with each API partner prior to initiating API development efforts. 

	*****	

  
 Exhibit K - 93

 Hosted Services Agreement 

 

	 	1.1.3	***** 

  

													
	 SELECTED
	  	 *****
	  	*****	  	*****	  	*****)	  	*****	  	*****
	*****	  		  		  		  		  		  	
	*****
	*****	  	*****	  	*****	  	*****	  	*****	  	*****	  	*****

 ***** 
  

	 	1.2	Implementation Fees 

  

											
	 SELECTED
	  	 Products and/or Services
	  	 Description
	  	 Partners or
Connections
	  	Installation
Price
(per partner 
/
connection)	  	Installation
*****
(additional
*****)

	Note: If products and/or services are not part of Customer’s initial purchase, the prices listed below will remain valid for ***** following the Effective
Date of the Agreement. Following this time period, the pricing for Services not previously selected in this Section is subject to change.
	
	 Hosted Reservation Services – New Skies

Core Products/Services

						
	X	  	New Skies*	  	Hosted Reservation Services	  	N/A	  	*****	  	*****
	
	 Hosted Reservation Services – New Skies

Add-On Products/Services

						
	X	  	API Suites	  	Booking and Voucher API Suites	  	N/A	  	*****	  	*****
		  		  	Check-In API Suite	  	N/A	  	  
						
	X	  	Data Store	  	Data Store Workbench	  	N/A	  	*****	  	*****
						
	X	  	 Type B / Teletype Connectivity for

Operational

Messaging
	  	 BSM messages, BTM
 messages;
 PNL/ADL/PFS

messages
	  	Type B / Teletype	  	*****	  	*****
						
	N/A	  	 Travel Commerce
	  	 Travel Commerce
	  	 Insurance Partners:
 TBD
	  	  
 *****
	  	  
 *****

		  	  	  	  
 Car Partners:

TBD
	  	  
	N/A	  	  	  	  
 Hotel Partners:

TBD
	  	  
	N/A	  	  	  	  
 Activity

Partners:

TBD
	  	  
						
	X	  	Secure Flight/AQQ	  	Secure Flight/AQQ	  	N/A	  	*****	  	*****
						
	X	  	 Revenue
 Management Extract
	  	Revenue Management Extract	  	N/A	  	*****	  	*****
						
	X	  	 GoNow Agent and
 Kiosk**
	  	GoNow Agent and Kiosk	  	N/A	  	*****	  	*****

  
 Exhibit K - 94

 Hosted Services Agreement 

 

											
	 SELECTED
	  	 Products and/or

Services
	  	 Description
	  	 Partners or
Connections
	  	Installation
Price
(per partner 
/
connection)	  	Installation
*****
(additional
*****)

	Note: If products and/or services are not part of Customer’s initial purchase, the prices listed below will remain valid for ***** following the Effective
Date of the Agreement. Following this time period, the pricing for Services not previously selected in this Section is subject to change.
	
	 Hosted Revenue Accounting Services – SkyLedger

Core Products/Services

						
	 X
	  	SkyLedger	  	 Hosted Revenue
 Accounting Services
	  	N/A	  	*****	  	*****

  

	*	Price includes *****. 

	**	Price excludes *****. 

  

	 	1.3	Support Fees 

  

					
	 Support Center Support
	  	 Fees

	Initial Support: For first ***** after implementation, ***** of included Support Center Support.	  	*****
		
	Basic Support: After initial support, ***** included Support Center Support.	  	*****
		
	Additional Training Requests Scheduled through NAVITAIRE	  	*****
		
	Additional Support, Engineer Direct Support and/or Custom Solution Development: Support Center Support and/or custom solution development resources requested
through an INC or Work Order.	  	 Dependent on level of resource:

 

	  	 Level
	  	 ***** Rate

	  	Director	  	*****
	  	Manager	  	*****
	  	Senior	  	*****
	  	Engineer	  	*****
	  	Associate	  	*****

  

	 	1.4	Other Fees 

  

			
	 Other Fees
	  	 Fees

		
	Custom Programming/Professional Services	  	*****
		
	Dedicated Account Management	  	*****
		
	Business Process and Professional Services	  	*****

  

	 	1.5	Payment of Security Deposit and Implementation Fees. ***** 

 ***** this Agreement, ***** of all Implementation Fees are due and payable. The Implementation Fees due ***** are ***** The remaining balances of all Implementation Fees are due and payable on the earlier
of: ***** as detailed in Section 3 of Exhibits A and G provided, however, that NAVITAIRE does not request a delay as described in the Exhibits. Work on the Implementation Services will commence once the Implementation Fees due ***** are paid in
full. 
 ***** 

  
 Exhibit K - 95

 Hosted Services Agreement 

 

	 	1.6	Fee Commencement after Implementation. The following four (4) scenarios will determine the commencement schedule for the monthly recurring Service Fees as
outlined in this Exhibit and the due date for the remaining balances of the implementation fees: 

  

	 	1.6.1	Implementation by Target Date. Upon ***** availability of the Hosted Services for use by Customer; or (b) the Target Dates as detailed in Exhibits A and G;
all remaining implementation fees are due and applicable monthly recurring Service Fees will commence. These fees will commence regardless of actual use of Hosted Service(s) or subsequent delay by Customer. 

 

	 	1.6.2	Requested Delay by NAVITAIRE. In the event that NAVITAIRE requests a delay in order to complete remaining Implementation Services, the remaining implementation
fees will be due and applicable monthly recurring Service Fees will commence only on the earlier of the actual date of completion of Implementation Services or the new Target Date and ***** NAVITAIRE will provide written notice of the new planned
Target Date and outline remaining Implementation Services. 

  

	 	1.6.3	Requested Delay by Customer. In the event Customer requests a delay in the completion of Implementation Services past the Target Date, remaining implementation
fees are due and any monthly recurring Service Fees will remain effective. Such requested delay may result in rescheduling portions or all of the remaining Implementation Services to the next available timeframe as evaluated by NAVITAIRE, unless
mutually agreed in writing otherwise. Customer will provide written notice of the new requested Target Date. 

  

	 	1.6.4	Mutual Agreement for Delay. In the event that both NAVITAIRE and Customer agree to delay in order to complete the required Implementation Services, the remaining
implementation fees will be due and the applicable monthly recurring Service Fees will commence on the newly agreed Target Date for the Implementation Services. ***** will document the new planned Target Date. 

  
 Exhibit K - 96

 Hosted Services Agreement 

 

 EXHIBIT L 

WORK ORDER TERMS AND FORM 

The purpose of this Exhibit L is to define additional Terms exclusively applicable to Professional Services and provide the Work Order form under which
such Professional Services will be provided. 
  

	1	Additional Terms 

  

	 	1.1	Acceptance: Customer’s Operation and Use of Deliverables 

  

	 	1.1.1	Unless otherwise set forth in a Work Order, all Professional Services and Deliverables will be deemed accepted if Customer does not reject the Professional
Services and Deliverables by providing written notice within ***** after delivery specifically identifying the manner in which the Professional Services or Deliverables fail to materially comply with their applicable specifications. Customer is
responsible for its operation and use of the Deliverables and for ensuring that the Deliverables meet Customer’s requirements. 

  

	 	1.2	Liability and Limited Warranties and Remedies 

  

	 	1.2.1	Notwithstanding anything contained in this Agreement, the following sections will apply to the Professional Services and Deliverables, in lieu of
Section 10.1 of the Agreement. 

 THE AGGREGATE LIABILITY OF NAVITAIRE UNDER OR IN CONNECTION WITH ANY WORK
ORDER FOR PROFESSIONAL SERVICES REGARDLESS OF THE FORM OF ACTION GIVING RISE TO SUCH LIABILITY (WHETHER IN CONTRACT, TORT, OR OTHERWISE), SHALL NOT EXCEED THE FEES RECEIVED BY NAVITAIRE WITH RESPECT TO THE PROFESSIONAL SERVICES AND DELIVERABLES
UNDER THE APPLICABLE WORK ORDER. 
 For the avoidance of doubt, Section 10.4 of the Agreement shall apply to all Work
Orders. 
  

	 	1.2.2	Notwithstanding anything contained in this Agreement, the following sections will apply to the Professional Services and Deliverables, in lieu of
Section 10.2 of the Agreement: 

  

	 	1.2.3	NAVITAIRE warrants that its Services will be performed in a good and workmanlike manner. NAVITAIRE agrees to re-perform any Professional Services not in
compliance with this warranty brought to its attention in writing within ***** after those Professional Services are performed. Additionally, NAVITAIRE warrants that its Deliverables which are original content shall materially conform to their
relevant specifications, for a period of ***** from delivery to Customer. NAVITAIRE agrees to correct any such Deliverable not in compliance with this warranty brought to its attention in writing within ***** after delivery of such Deliverable to
Customer. THIS SECTION IS NAVITAIRE’S ONLY EXPRESS WARRANTY CONCERNING THE PROFESSIONAL SERVICES, ANY DELIVERABLES AND ANY WORK PRODUCT, AND IS MADE EXPRESSLY IN LIEU OF ALL OTHER WARRANTIES, CONDITIONS AND REPRESENTATIONS, EXPRESS OR IMPLIED,
INCLUDING ANY IMPLIED WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE, MERCHANTABILITY, INFORMATIONAL CONTENT, SYSTEMS INTEGRATION, NON-INFRINGEMENT, INTERFERENCE WITH ENJOYMENT OR OTHERWISE. 

 

	 	1.2.4	 Exclusions. The NAVITAIRE warranties under Section 1.3.2 of this Exhibit do not apply to any noncompliance resulting from any:
(a) items furnished by Customer; (b) use not in accordance with this Agreement or any applicable Work 

  
 Exhibit L - 97

 Hosted Services Agreement 

 

	 	
Orders; (c) modification, damage, misuse or other action of Customer or any third party; (d) combination with any goods, services or other items provided by Customer or any third party
to the extent that the noncompliance arises out of such combination with the Deliverables provided under this work order, or (e) any failure of Customer to comply with this Agreement or any applicable Work Order to the extent that the failure
to comply by the Customer causes NAVITAIRE’s noncompliance. Further, NAVITAIRE does not warrant that the Deliverables or any other items furnished by NAVITAIRE under this Agreement or any Work Order are free from bugs, errors, defects or
deficiencies. 

  

	 	1.2.5	Customer-Furnished Items. NAVITAIRE MAKES NO WARRANTY WHATSOEVER, EXPRESS OR IMPLIED, WITH RESPECT TO ANY CUSTOMER-FURNISHED ITEMS. 

 

	 	1.2.6	Remedy. Customer’s sole and exclusive remedy for any claim arising out of the Professional Services and Deliverables shall be for NAVITAIRE, upon receipt of
written notice, to use commercially reasonable efforts to re-perform the Professional Services or correct the Deliverables as stated above, or failing that, NAVTIAIRE will return the fees paid to NAVITAIRE for the portion of the work related to the
breach. 

  

	 	1.3	License 

  

	 	1.3.1	Notwithstanding anything contained in this Agreement, the following section will apply to the Professional Services and Deliverables, in lieu of Section 7.1
of the Agreement. 

  

	 	1.3.2	After acceptance of a Deliverable by the Customer, and pending final payment, NAVITAIRE hereby grants to Customer a revocable, nontransferable, non-exclusive
unpaid right and license to use, copy, modify and prepare derivative works of such Deliverable for purposes of Customer’s internal business only. Upon final payment, NAVITAIRE shall grant to Customer a perpetual, nontransferable, non-exclusive,
paid-up right and license to use, copy, modify and prepare derivative works of the Deliverables, for purposes of Customer’s internal business only. All licenses granted will be subject to any restrictions applicable to any third party materials
embodied in the Deliverables. To the extent any Deliverable contains NAVITAIRE Confidential Information it shall be subject to Section 9 of the Agreement. All other intellectual property rights in the Deliverables shall consist of NAVITAIRE
Property, as defined in Section 7.2 of the Agreement. 

  

	 	1.3.3	The License does not include the right to, and Customer will not directly or indirectly: (a) grant any sublicense or other rights to any Deliverables;
(b) authorize any other party to grant any sublicense with respect to any Deliverables; (c) reverse engineer, disassemble or decompile any of the Deliverables or attempt to discover or recreate the source code to any Deliverables; or
(d) remove, obscure, or alter any notice of copyright, trademark, trade secret, or other proprietary right related to the Deliverables. 

  

	 	1.4	Termination 

  

	 	1.4.1	Unless otherwise set forth in a Work Order, either party may, upon giving ***** written notice identifying specifically the basis for such notice, terminate a
Work Order for breach of a material term unless the party receiving the notice cures such breach within the ***** period. In the event a Work Order is terminated, Customer will pay NAVITAIRE for all Services rendered and expenses incurred prior to
the date of termination. All provisions of this Work Order which are by their nature intended to survive the expiration or termination of this Work Order will survive such expiration or termination. 

  
 Exhibit L - 98

 Hosted Services Agreement 

 

	2	Form of Work Order 

[Customer] 

WORK ORDER 

INC ###### 

PROJECT NAME: Project Name 
 NAVITAIRE TEAM: Navitaire Professional Services (NPS) 
 NAVITAIRE POINT OF
CONTACT: [SAM, CAM, or IPM] 
 NOTE: the rates and the dates of performance contained in this Work Order are subject to change if this
Work Order is not executed within fourteen (14) days of first receipt by Customer. 
 This Work Order is effective as of Month Day,
20XX (engagement start date) and is entered pursuant to the                     , as amended, (the “Agreement”) by and between Navitaire
LLC, a Delaware limited liability company (“NAVITAIRE”), and                     , a
                     corporation (“Customer”), dated as of Month Day, 20XX. 

 

	1.	Scope of Work: NAVITAIRE will perform the following activities (on and/or off-site): 

 

	 	•	 	 Plan 

  

	 	•	 	      

  

	 	•	 	 Analyze 

  

	 	•	 	      

  

	 	•	 	 Design 

  

	 	•	 	      

  

	 	•	 	 Build 

  

	 	•	 	      

  

	 	•	 	 Test 

	 	•	 	 Assist Customer in resolving issues identified during QA and/or user acceptance testing results. 

 

	 	•	 	 Deploy 

  

	 	•	 	      

  

	 	•	 	 Manage Project 

  

	 	•	 	 Status reports will be sent to the Customer on a weekly basis. 

Out of Scope: Customer is responsible for the following: 

 

	 	•	 	 [Add out of scope here if needed] 

  

	 	•	 	 Performing project management duties as required by Customer’s business needs. 

 

	 	•	 	 Creating and executing QA test cases and performing user acceptance testing on the solution. 

 

	2.	Assumptions: The following assumptions are made: 

  

	 	•	 	 [Add assumptions here if needed] 

  

	 	•	 	 Customer shall perform those tasks and fulfill those responsibilities specified in this Work Order (“Customer Responsibilities”) so that the
Service Provider can perform NPS Services and provide Deliverables. Customer understands that Service Provider’s performance is dependent on Customer’s timely and effective performance of Customer Responsibilities under this Work Order and
timely decisions and approvals by Customer. 

  

	 	•	 	 Service Provider shall be entitled to rely on all decisions and approvals of the Customer in connection with the NPS Services or Deliverables.

  
 Exhibit L - 99

 Hosted Services Agreement 

 

	 	•	 	 NPS project management will be limited to monitoring the overall health of the engagement and is not intended to replace a project manager to manage
the engagement in accordance with Customer’s needs. 

  

	 	•	 	 Any changes required to the Scope of Work outlined above will be addressed as follows: 

 

	 	•	 	 The party requesting the change(s) will submit a Change Request Form (attached hereto as Appendix A to this Work Order) and complete the details found
in Section 1, Description of Change.

  

	 	•	 	 Both parties will review the Change Request Form and Service Provider will complete the details found in Section 2, Scope of Change.

  

	 	•	 	 If the Change Request is approved and signed by both parties, the Change Request Form will be incorporated as an attachment to this Work Order.

  

	 	•	 	 If the change request is disputed by either party, the following will occur: 

 

	 	•	 	 The dispute will be brought to the attention of the Project Managers. 

 

	 	•	 	 If the Project Managers are unable to resolve the dispute they will escalate to the Customer Account Manager. 

 

	 	•	 	 If, after ten (10) business days, the dispute remains unresolved, either party may request that the issue be raised to an appropriate senior
executive. 

  

	 	•	 	 Changes to the Scope of Work may be initiated at any time, prior to the completion of this Work Order, by either party if there is reasonable good
faith belief that such change is required. 

  

	3.	*****: The following ***** will be provided to Customer: 

  

	 	•	 	 ***** as described in section 1, Scope of Services above. 

 

	 	•	 	 [Add deliverables here if needed] 

  

	4.	Payment: Customer agrees to pay NAVITAIRE for the total actual work performed under this Work Order and for NAVITAIRE’s expenses outlined in Section 6
below. The actual fees and expenses for this Work Order will be invoiced to Customer on a monthly basis subject to the payment terms specified in the Agreement. 

 

	5.	Estimated Dates of Performance: [Project Duration – Month Day, Year – Month Day, Year] 

The total effort estimated for this project by component: 

 

									
	 Project Component
	  	Hours	 	  	% of Total	 
	 Plan
	  	 	0	  	  	 	0	% 
	 Analyze
	  	 	0	  	  	 	0	% 
	 Design
	  	 	0	  	  	 	0	% 
	 Build
	  	 	0	  	  	 	0	% 
	 Test
	  	 	0	  	  	 	0	% 
	 Deploy
	  	 	0	  	  	 	0	% 
	 Admin
	  	 	0	  	  	 	0	% 
		  	  
	  
	 	  	  
	  
	 
	 ESTIMATED TOTAL
	  	 	0	  	  	 	0	% 
		  	  
	  
	 	  	  
	  
	 

 The date(s) listed are provided as an estimate only and will be modified if necessary to reflect the
expected dates of performance upon execution of this Work Order. If modified, the new dates will be communicated to Customer via the Remedy INC. Work may progress up to two (2) weeks beyond the estimated completion date without any further
action required by either party. 

  
 Exhibit L -
100 

 Hosted Services Agreement 

 

	6.	Estimated Total Dollar Amount: *****: 

  

					
	 Expense Component
	  	Cost	 
	 Resources*
	  	$	0	  
		  	$	0	  
		  	  
	  
	 
	 TOTAL
	  	$	0	  
		  	  
	  
	 

 This is a time and materials based Work Order. The hours and dollar amounts represent a good faith
estimate based on information provided by Customer to the Service Provider. As such, the actual hours required to complete the NPS Services and Deliverables and/or the actual Travel and other related expenses may be more or less than the
total estimated above. 
  

	*	Resources are applied at the rate of $XXX.XX per hour as provided for in ***** of ***** of the Agreement. 

	**	Travel and other related expenses are applied as provided under ***** of the Agreement. 

 

	7.	Planned Hosting Solution 

  

	 	 ̈	Customer Hosted 

  

	 	 ̈	NAVITAIRE Hosted (Agreement between Customer and NAVITAIRE must be reached prior to deployment of the solution) 

 

	 	 ̈	N/A or covered in existing Hosted Reservation Services Agreement 

 If the proposed solution is to be hosted by NAVITAIRE and is not already included within the scope of the Agreement, an Amendment for the hosting services will be required. 

 

	8.	For the avoidance of doubt, the terms and conditions of ***** of ***** of the Agreement shall apply to this Work Order. 

IN WITNESS WHEREOF, the parties hereto have executed this Work Order as of the date set forth below. 

 

									
	Signed for and on behalf of	 		 	Signed for and on behalf of
			
	CUSTOMER*	 		 	NAVITAIRE LLC
					
	By:	 	 	 		 	By:	 	 
	Name:	 	

	 		 	Name:	 	

					
	Title:	 	 	 		 	Title:	 	 
					
	Company:	 	 	 		 	Date:	 	 
					
	Date:	 	 	 		 		 	

  

	*	Please indicate your agreement by signing and sending to: 

 Navitaire LLC 
 Attn: Gordon P. Evans 

Fax Number: +1 (801) 947-7801 
 A fully-executed copy will be returned for your records. 

  
 Exhibit L -
101 

 

 
 Hosted Services Agreement 

Appendix A 
 Change Request Form 
 Customer Name: 

Change Request Number: 
 Requested By: 
 Customer 

NAVITAIRE 
 Work Order INC Number: 
 INC 

Date Submitted: 
 Project Name: 
 This Change Request is effective as
of Month Day, 20xx and unless it is fully-executed by both parties: (a) the estimated dates of performance and total dollar amount will expire five (5) days after the effective date shown above; and (b) the work outlined herein will
not commence. 
 1. Description of Change: 

Provide a brief description of the change being requested. Include the reason for the change and why it should be
incorporated into the current Work Order and not submitted as its own Work Order. 
 2. Scope of Change

 Outline the impact of the change, the scope of the change, and any assumptions. List specific exclusions if
they have not been addressed in the initial Work Order. 
 The Estimated Completion Date of Performance is Month
Day, 20xx. The hours and cost are adjusted as follows: 
 Component 

Hours 
 Cost 
 Original Work Order 

$ 
 Previously Approved Change Requests 
 +/-

 $ 
 Current Change Request 
 +/- 

$ 
 NEW ESTIMATED TOTAL 
 +/- 

$ 
 Exhibit L - 102

 

 
 Hosted Services Agreement 

IN WITNESS WHEREOF, the parties hereto have executed this Change Request as of the date set forth below. 

Signed for and on behalf of 
 Signed for and on behalf of 
 CUSTOMER* 

SERVICE PROVIDER 
 By: 
 By: 

Name: 
 Name: 
 Gordon P. Evans 

Title: 
 Title: 
 Vice President 

Company: 
 Date: 
 Date: 

* Please indicate your agreement by signing and sending to: 

NAVITAIRE LLC 
 Attn: Gordon P. Evans 
 Fax Number: +1
(801) 947-7801 
 A fully executed copy will be returned for your records. 

Exhibit L - 103

Source: [{"source": "alea-institute/alea-institute/kl3m-data-edgar-agreements/train-00218-of-00352.parquet"}, [{"source": "alea-institute/alea-institute/kl3m-data-edgar-agreements/train-00218-of-00352.parquet"}]]