Page 10 - FCEA Proposal For Airport VIP Concierge Service Concession 2022 (1)

2. Company Description- The Evolution

In 2016, the concept of FCEA was born out of the demand for concierge services catered to Affluent
customers. The Affluent target market wants to be pampered and is looking for a service with all the fine
details of an exclusive experience.

In 2016, FCEA won the bid and launched itself as a premier concierge company providing signature
service to exclusive and important passengers and guests at the Queen Beatrix Aruba International Airport.
Since 2016, First Class Experience has served 24103 Airport clients.

In 2020, the Covid-19 pandemic disrupted travel in an unprecedented way. From March to June, the
borders on Aruba were closed.
During this time, FCEA focused on refining breakthrough luxury while keeping abreast of new regulatory
requirements awaiting the borders to re-open.

In anticipation, First Class Experience reviewed all internal processes and details to include more
digitalized touchpoints for our clientele. We also anticipated that travelers would be more nervous than
ever.

In light, hereof we focused on training our personnel knowing that we would have to continue to sell
luxury and a piece of mind. With the re-opening of the borders, FCEA was ready to provide its customers
with tailor-made services with the new health requirements in place.

While the numbers were low in 2020, FCEA experienced double-digit growth in 2021 compared to 2019,
indicating that the adopted strategic approach was successful.

In 2022, FCEA opened First Class Experience 2.0, our on-prem Sales office at the airport. FCEA invested
a total of approximately AWG. 40,000.00 to serve our last-minute clients. The Sales office is focused
primarily on generating last-minute sales. We requested AAA to give us the opportunity to show that with
this initiative we can double our sales and we can proudly share that we have reached it already now in
July 2022, after receiving additional badges as off May 2022.

THEY SAY IT!

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