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  1. Malta conference November 13th, 2012

  2. Jean-Luc Chassigneux • All my career in Retail • 3 years in Romania • 7 years in Canada • 4 years in UK • Since 1989 in Travel Retail for Lagardere Services • M.D. of Dutyfly Solutions since June 2010

  3. Dutyfly Solutions • A JV between Aelia and Servair • Concessionaire for 4 national carriers • Air France • Iberia • Alitalia • C.S.A. • Also Concessionaire for Air Caraibes, Camair’co, Ecair, Transavia, Carpatair,

  4. K.S.F. • Efficient marketing, procurement & training team • Reliable IT system (Front & Back office) • Safe trolley • Good moneticianpartner • Investment in R&D for • E-commerce • IFE • Connectivity • Dematerialized (virtual) products

  5. Strong B.O. IT solution • We have ourownwarehouse soft : Airplan • For stock & trolley fleet management • For barset management per clusters • For sales data & reporting • For financialflows (cash, currencies & monetics) • For safety & security • For customs • For Airlinefee & CabinCrewincentive • We are interfacedwith SAP

  6. Strong F.O. IT solution • HHC has to be PC-IPED & PC-IDSS and robust • To manage the catalogue (DF & DP, VAT fromdeparting country, …) • To beinter-active for sales assistance and advices • To register the CabinCrew ID number • To record the sales and promotions (Mix & Match, BOGOF, vouchers, discounts, incentive, …) • To manage the trolley inventory (customs) • Commercial application connected to the monetic • Wi-Fi, Bluetooth, Phone, USB connectivity

  7. Safe trolley • 3 or 4 players are involved: Concessionnaire, Caterer, Handler and Cabin Crew • Each event has to be recorded and tracked • Where is the trolley (RFID tag) • when is it loaded and unloaded (tracking) • At what time the door is opened and closed • Who opened and closed the door

  8. how does it work Safe trolley dutyfly

  9. Light trolley • In partnership with Aerocat • 40% lighter than the standard one • Resin made by Solvay and airplane approved • Plus: • Allows RFID technology for stock management • Esay to handle for Cabin Crew • 100% recyclable • 100 € saving per kg per year for the airline • i.e. with 100 trollies full size => yearly saving of 65 K€

  10. Monetics • Being off-line requires • Black-list management • Grey-list management • EMV for chip & pin • Algorythm to evaluate the risk • CC or debit card or mandatory authorisation • Last transactions • Which country and which bank • BIN codes

  11. IFE • Video presentation instead of static catalogue • More dynamic and more inviting • Should replace the printed catalogue • Fuel and carbon tax savings • Interconnected with the Hand Held Computer • Allowing CC payment

  12. Virtual products • Upgrade, • Airport valet service • Airport Shuttle service • Lounge access, • And … entertainment tickets Can be provided and processed via IFE or HHC

  13. Connectivity • On its way, but … long process and expensive • Will allow more flexibility • Will secure CC payments • Earn & burn for loyalty programs

  14. Some figures • Conversion rate: from 2 to 10 % • Spend per pax: from 1.3 to 5.6 € • Average basket: from 45 to 96 € • Legs with no sales: from 4 to 28 % • Fraud on CC: from 0,2 to 4 % • Shrinkage: from 0.3 to 2.5 %