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Malaysia Airlines

Investor Day
20th April 2010

“Passenger Services System (PSS)”


by Dato’ Mohd Salleh Tabrani, GM Transition Management Department

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OUR VISION

Simplify Customer Travel Experience

Purchase Pre-embarkation Embarkation In-flight Disembarkation

Introduction of Self Service Technology at every customer touch point.

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THE PSS PROGRAMME
Reservations Ticketing Departure Control
Improvements to the Adoption of an industry Adoption of customer-
existing Reservation standard ticketing platform friendly and cost-efficient
Facility, and a host of to achieve 100% eTicketing check in and boarding
options to enable business capability in order to meet processes at the airport.
process enhancement and IATA’s deadline in Dec 07.
revenue generation
capabilities.

Revenue Integrity Airfare


Prevention of revenue
leakage through a set of A host of tools to
processes to remove bad implement effective pricing
bookings early in the decisions as well as quick
booking cycle so that unsold and accurate distribution of
space can be accessible to fares.
customers.

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PRE PSS ERA

Legacy Paper
System Ticket

Counter Hassle
Check-in

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PSS PHASE 1 (2006-2008)
2007
Completion of Airport Departure Control
System (DCS) migration to SITA DCS in Oct
2007.

2008
 Achieved 100% eTicketing (May 2008) in
compliance with IATA mandate
 Established Interline eTicketing connection
with 98% of MH Interline Partners
 Savings of more than RM300million per
annum

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PSS PHASE 1 (2006-2008)
2008
Enhanced Internet Booking Engine Facility,
such as Travel Insurance and Calendar Shop
Online sales rise from 4% to 30% in the past
18 months for Malaysia Airlines; 45% for
MASwings.

2008
Implemented 10 modules of Revenue
Integrity System (RIS) to improve booking
quality by removing duplicate, fictitious and
other doubtful/low quality bookings.
With that, making more seats available for
customers and reducing seats/meal wastage.

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PSS PHASE 1 (2006-2008)
2008
Introduced Kiosk Check-in at KLIA, with a
total of 22 kiosk.
Kiosk check-in to be introduced at Kuching
and Kota Kinabalu Airport by June 2010.

2009
Completion of Web Check-in roll out globally
Phase 2 enhancement include Advance
Passenger Information System (APIS) at Web
Check-in. This applies for travel to countries
which require advance document check
(AQQ- USA, APP – Australia & South Africa,
APIS - India, China, Indonesia & S.Korea).
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WHY PSS PHASE 2?

Support BTP1 and BTP2


Grow network, in providing 5 Star
Build capacity
Products and Services.

Competitive 5 Star
fares
More Customers,
More Revenue Vision:

Lower 5 Star Value Carrier


cost

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WHY PSS PHASE 2?

The advance functions in


SITA RES provide new
platform to grow, through
adoption of industry best
practices.

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OUR FOCUS IN PHASE 2

The Heart Transplant


Core Reservations system
migration from the current
KOMMAS System into SITA
Reservation.

KOMMAS, being the “Heart” of


the Airline, is being connected
to more than 52 other systems
within MAS.

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THE HEART TRANSPLANT

The Reservations System


migration was successfully
carried out globally within MAS
and MASwings network, on
1 November 2009, with SITA
Reservations going live in
production at 1245hrs.

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THE HEART TRANSPLANT

Facts on the Heart Transplant


 100% Successful PNR Migration
on total of 1.5 million PNR.
 100 IeT Partners and 10 GDS
successfully linked
 Simultaneous Cutover for both
Malaysia Airlines and MASwings
 More than 3,000 staff has been
trained worldwide
 Over 500 members from MAS,
SITA and other vendors involved
in the project.

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THE HEART TRANSPLANT

Support Application
52
systems
connected
KOMMAS Airfare
Ticket Support

SITA RES & SITA


Reservations SRD
System

RIS
SITA SITA
TICKET DCS E-com

Peripheral Processing
Airport Systems
System

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WHAT IT MEANS?

MAS PSS
Operates Under One Integrated Platform

SITA RIS SITA Kiosk


Check-in

SITA
Airfare SITA Web
Shop Check-in
SITA
Reservations
SITA System SITA
Airfare Check-in
Price

SITA SITA
Ticketing E-commerce

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WHAT ARE THE BENEFITS ?

1. Increase Efficiency through Improved and New Business


Processes
2. Increase Service Reliability
3. Enable Mobile Technology
4. Enhance Enrich (FFP) Facility

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1. INCREASE EFFICIENCY THROUGH
IMPROVED AND NEW BUSINESS PROCESSES

BEFORE AFTER

 Window Base Reservations called


 Native Mode requires staff to Graphic User Interface (GUI)
memorize entries  User Friendly
 Click & Go

 Having separate platform requires  1 integrated platform


staff to toggle between 2 system on
Reservations & Ticketing

Faster Service Delivery to Customers


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2. INCREASE SERVICE RELIABILITY

BEFORE AFTER

 ‘Miscommunication’ between  Transfer of Passenger Info seamless


Kommas Reservations and SITA between Reservations, Ticketing &
Ticketing / DCS systems DCS systems

Reduce Mishandling of Customers


 Complex back end process for  Simplified and seamless processing
Internet Booking facility of Internet Booking request
 Faster speed to market
 Improved fare management

Faster Online Purchase Experience


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3. ENABLE MOBILE TECHNOLOGY

BEFORE AFTER

 SITA Reservations supports the


 Legacy system not able to support
implementation of Mobile
mobile technology
Technology offering services such
as Booking, Check-in, Flight Status
Info and Timetable on your mobile.
 Introduction of MH Mobile

More Convenient & Flexible Travel Experience

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4. ENHANCE ENRICH (FFP) FACILITY

BEFORE AFTER

 Limited inventory for Enrich online  Increased inventory for Enrich Online
redemption redemption made available, providing
 Customer had to approach MH more convenience and flexibility
Reservations & Ticketing offices for  Prioritization for Enrich members on
redemption seat selection, waitlist confirmation
and re-accommodation

More Seats, Options and Flexibility for Redemption

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SIMPLIFYING THE TRAVEL EXPERIENCE

e-Ticketing MH Mobile

Enhanced Enrich
Kiosk Check-in Facility

Improved Business
Web Check-in Processes

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POST PSS ?

Industry Best Paperless


Practice Travel

Faster Customer More options


Service Delivery and flexibility on
Frequent Flyer
Programme

Self Service
Facility Hassle Free
(Kiosk, Web & Travel
Mobile

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MAS & SITA ?

Collaboration & Partnership between MAS and SITA

 Phase 1 : October 2006 – October 2008


 Phase 2.1 : November 2008 – November 2009
 Phase 2.2 : December 2009 – July 2010

The Journey continues…..

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WHAT IS NEXT ?

SITA Horizon
1. A complete suite of passenger management and distribution
solutions enabling an airline to transform and optimise its business

2. Currently being transformed into a next generation offering,


replacing legacy components and adding exciting new functionality

3. Next generation development is fully funded and resourced by


SITA , especially in light of economic challenges

4. Development commenced in 2008. 1st Module launched with


Malaysia Airlines in November 2009. Other modules will be
progressively launched and completed by 2013.

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HORIZON PORTFOLIO (2009 VIEW)
Fares Automated
Airfare Price Airfare Passenger Total Fares
Management and Airfare Data Reprice and
& Shop Insight Air Tariff Management
Reissue
Distribution

Revenue Electronic
Revenue
Planning and Reservations Inventory
Management
Ticketing E Ticketing Miscellaneou
s Documents
Management

Travel Fulfilment Departure Weight & Revenue


and Execution Control Balance Accounting

Business Customer
Frequent Reservations Revenue Customer
Journey
Intelligence Flyer Data Integrity Profile
Phase 1

Integration SCORS Web SITA Link Marketplace Next Gen


Access and platform (withdrawn) Services Emulator Air Access
Ancillary
Services eCommerce Marketplace Payments Marketplace
eCommerce Credit Card Reservations
Airline to Unbundled Services 3rd Party
platform Authorisation desk top
Agent

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Thank You

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