Page 22 - QBT Travel Management Proposal-Bunzl

This process works as follows:

• Upon booking cancellation, eligible tickets will be automatically refunded.
• All tickets that are non-refundable but which allow for a ticket credit will be placed into
credit for future use.
• When an EA/travel booker makes a booking, our robot automatically looks for and uses any
available ticket credits, in line with the rules set up by Bunzl during implementation. These
rules outline when credits can be used. Some examples of the types of rules for what a ticket
credit could be used for:
o Up to 90 days – a traveller whose name is on the ticket credit.
o 91 - 180 days - someone in the same department as the traveller.
o 181 - 360 days - any traveller in the organisation.
o 360+ days - we automatically complete a tax only refund. This is money that is
generally lost to the airlines.

Since we launched our tickets in credit robot in 2016, we have achieved the following savings for
our customers:

Redeemed 42,505 tickets
worth $19,142,470

Refunded 23,489 tickets

worth $6,207,026

Monitoring 10,101 tickets

worth $4,828,890

Further detail on this process is provided in Attachment 5 Tickets in Credit Process.

Post ticketing changes
QBT utilises Amadeus Ticket Changer (ATC) technology, which provides a unique automated
connection to real-time airline change rules and costs. As a result, fare upgrades and change
requests using Zeno are simple; the traveller or travel arranger can change their booking online,
receive an updated itinerary and e-ticket automatically and carry on checking in on their new flights
to continue their journey without any manual intervention.

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