Re.: Presentation for Contact Center Services

Dear Gentlemen,

We are pleased to submit our AWT Contact Center presentation.

We thank Qatar Airways for your interest and for the opportunity to provide a quality service that will meet your needs.

We also extend our commitment and dedication as we have done throughout our long-standing trajectory in the industry.

Please do not hesitate to contact us for further information

Sincerely,Marcelo RodríguezManaging Director Air World Travel Contact Center

Who we are :

The Company

A group of proffesional experts in the international airline industry, focused on quality customer service and direct sales, with offices in Brazil, Argentina, Perú, Venezuela, Ecuador, Colombia, Panamá, and USA.

Managing Director - Marcelo RodríguezOver 30 years in the industry. Currently Legal Travel Representative of Tame, Conviasa, Hahn Air, Emirates, Aerolíneas Argentinas and Aeroméxico in several countries. Manager - Leonardo ZanoniOver 20 years in the industry, including Varig, Vasp, Ecuatoriana de Aviación, and Taca. He currently represents Tame, Hahn Air, and Conviasa in Argentina.

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Who we are:

The Company

Operating International Manager - Cayetano Cornes GarcíaOver 30 years in the industry, including Varig, Vasp, Ecuatoriana de Aviación, Lloyd Aéreo Boliviano, and TAM/ LAN, where he established several Reservations departments and International Call Centers.

Marketing Manager - Rene WeinbergOver 40 years in the industry, including 32 years in various positions at Lufthansa in

different countries. He also served in Spanair and EL AL. Sales Manager - Andres LorenzetiOver 30 years in the industry, including several positions at Aerolíneas Argentinas, Austral, Lapa, and Iberia in various countries.

The Company Where are we:

Strategically located in the City of Buenos Aires

Downtown offices with high operational infrastructure

High safety and health standards

Technical design

What we do:

We satisfy the operational needs of Commercial Airlines in Latin America,

the Caribbean, USA, and Europe though our high-tech service.

The Company Objective:

To foster airline presence in the market

Vision:

To provide the best Call Center support in the industry

Values:

We work with a team that values experience, ethics, quality,

effectiveness, engagement, and customer profitability and satisfaction

The CompanyEFFICIENCY

EXPERIENCE

CLOSE CUSTOMER-PROVIDERRELATIONSHIP

SPECIALIZED HUMAN RESOURCES

GLOBAL TECHNOLOGY

TEAM WORK

OBJECTIVE FOCUS ON THE CLIENT

Main pillars of our success as

provider of call center outsourcing

solutions for airline customers

Line staff trained in multiple functions Hours: 365 days, 24 hours a day (America, Caribe, Europe) Reports : AHT-Abandon Level-Calls Route Country – Call flow Curve of credit cards sales Scope of service: Tailored to client’s needs Service Level: Average 70/30, adapted to the product Teams handle inbound and outbound activities Back Office: Special Service - Frequent Flyers - Website - Reissues - Rates - Chat - Email –

Queue management Customer Service (SAC) in Portuguese, English, and Spanish Customer Service organized by country and language Quality Control: Call recording and online verification

Operation / Perfomance Profile

Asterisk software platform is the most powerful, flexible and extensible telecommunications available today. It is designed to interface to any piece of phone hardware or software phone.

Technology

Integrated voice mail whith email Call recording Call waiting

IVR Music on holdQueue ManagementEasily scalableConference rooms

Asterisk Server Communications Extranet for CustomersSLA: Support levels Communication 0800-0810

Human ResourcesColleagues whith extensive experience in the Commercial Airline industryBilingual and trilingual staff (English, Spanish, Portuguese)Standardization: Comprehensive care of Paxs from all countriesIn-house trainingLocal recrutingGDSTeam Focus: Info / Resolutions / SalesPersonalized coaching Opportunities for proffesional advancement

Reports and Statistics to Senior ManagementOnline operational auditingDaily and historical statisticsManagement/case unit reportsCall traffic reportsRecords by country / languageOperating perfomance analysisReports are tailored to the client’s operational and comercial needs

GraciasObrigadoThank you