Network - Star Alliance Employees Portal

network
STAR
6/2012
ALLIANCE
STAR ALLIANCE
CELEBRATES
15TH ANNIVERSARY
AROUND THE WORLD
SEE STORY PAGES 4-7

...just for employees
STAR ALLIANCE
The Star Alliance employee website is constantly changing with new information and
news added almost daily. If you’re looking for information about the Alliance, it’s one
of the best resources around. While you’re online, check into our second website,
Star Alliance Connects. It’s a growing networking site that puts you in touch with other
employees around the world. Here’s what you’ll find on both sites.
THE STAR ALLIANCE EMPLOYEE WEBSITE
The employee website is a place where you can find just
about anything you need to help you deliver the Alliance’s
products and services. As well, you’ll find the latest news
from member carriers, publications, photos, videos and a
lot more. Check out http://www.starallianceemployees.com/
to stay connected. Under the Publications Tab,
you’ll find our Network publication, poster downloads,
the Reference Guide, In Focus (similar to a company
annual report) and the Products & Services magazine.
As well, you can access news from the site on the new
Star Alliance employees mobile website. It is available
for any smartphone without the need for an app. Simply
enter www.starallianceemployees.com into your
mobile browser, and the version you need is automatically
determined and displayed.
STAR ALLIANCE CONNECTS Staying connected
with your colleagues is easy with http://www.starallianceconnects.com.
It’s a networking site where you
can get to know other employees around the world. You
can upload photos, search for colleagues, participate in
discussions, customise your home page and more. More
than 4,800 employees are using the site. Create a profile
and join the conversation!
HOT OFF THE PRESS! The
latest issue of our In Focus magazine
is now online at http://www.
starallianceemployees.com/
publications/in-focus.html. The
issue contains a look back at 2011,
and provides a bird’s eye view of the
products and services produced
by Star Alliance. As well, each month,
look for our Network publication, which gives you the
latest news about the Alliance, its products and services,
statistics and a lot more. Go to http://www.starallianceemployees.com/publications/networkonline/
network-2012.html to read this issue, or previous ones,
and to http://www.starallianceemployees.com/
subscriptions/subscribe-to-our-publications.html to
subscribe to receive each issue in your inbox.
The 2011 issue of the Reference Guide is also online. The
publication houses policies, procedures, airport maps,
lounge information and a lot more to help you deliver Star
Alliances services. You can find the current version at
http://www.starallianceemployees.com/referenceguide.html
in both PDF and HTML for easy reference.
The 2012 version is slated for publication this summer.
STARQUIZ StarQuiz is a fun way to learn about the
Alliance. Sign up and see how much you know about
the Alliance, and while you’re at it, try to outsmart almost
11,000 of your colleagues from the other carriers who
have played the game. Employees from Air New Zealand
and EGYPTAIR are the high scorers. Click on http://
starquiz.starallianceemployees.com/ or connect
from the front page of the employee site.
SUPERSTARS PROJECT Getting the Star Alliance
message to more than 400,000 employees around
the world is a daunting task, and one that we count on
employees to help us with. If you would like to promote
Star Alliance in your workplace, think about joining more
than 400 of your colleagues in our Superstars group to
help us spread the word about the Alliance.Sign up by
going to www.starallianceconnects.com, create a
profile, then click on the Superstars group. It’s a closed
group, but we will get an email that you wish to join.
SOCIAL MEDIA Watch for regular news updates from
the Star Alliance Corporate Affairs team on Twitter at @
staralerts, and for Facebook fans, look for us at http://
www.facebook.com/staralliance.
JOIN OUR MAILING LIST Don’t miss any Alliance
news by joining our mailing list and signing up for RSS
feeds by going to the home page of the employee
website and clicking on http://www.starallianceemployees.com/subscriptions/subscribe-to-ourpublications.html.
You can choose to receive our news
feeds or links to our publications when they come out.
You can also unsubscribe at the same link.
Enjoy the two websites and be sure to let us know how
we’re doing!

contents
Just for employees 2
Star Alliance’s 15th anniversary 4
celebrated around the world
CEO Mark Schwab connects 8
with customers on Facebook
Employee marketplace in Shanghai 9
attracts more than 350
Denver marketplace draws employees 9
from four member carriers
New tool helps customer relations 10
teams work together
New training module for handling 11
Round the World fares
New checkin kiosk tested in Munich 12
Task Force to examine fuel efficiency 12
Bits and bites from the member carriers 13
A snapshot of Star Alliance members 14

4
➤
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LOS ANGELES
STAR ALLIANCE’S
15TH ANNIVERSARY
CELEBRATED
AROUND THE
WORLD
➤
AMSTERDAM
There was a whirlwind of activity on May 14
as employees and customers around the world
celebrated Star Alliance’s 15th Anniversary with
cake, balloons and special events. For customers,
Marketing focused on thanking customers for their
loyalty through the years.
➤
TORONTO
Customer Online Competition
Star Alliance offered a selection of “once in
a lifetime” trips. In a web-based competition
participants had to find a virtual aircraft hidden
somewhere on the network. The lucky winner and
14 friends can jet off to one of 27 global festivals.
Further prizes included a Business Class Round the
World ticket for two and 15 additional round-trip air
tickets to one of the 27 global festivals.
Frequent Flyer Promotion
All member carrier FFPs offered their most active
frequent travellers a bonus of 15,000 miles/points or
equivalent. The bonus will be awarded to the 15 FFP
members registered in each programme who travel
on the most airlines within our network between
now and Nov. 14.
RTW Special Fare
A 15% discount was offered on all Round the
World fares in Economy Class for tickets sold up to
May 29.
CONTINUED ON PAGE 6
➤
BOSTON

5
➤
NAGOYA
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➤
STOCKHOLM
➤
AMSTERDAM
➤
BEIJING
➤
LJUBLJANA
➤
HONG KONG
➤
PHILADELPHIA
➤
SEOUL
➤
BRUSSELS
➤
ZURICH

6
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➤
➤
MUMBAI
HONG KONG
Airport Activities
Passengers using the Star Alliance branded
lounges at Cairo, London - Heathrow Terminal 1,
Los Angeles — Tom Bradley International Terminal,
Nagoya and Paris — Charles de Gaulle Terminal 1
received a small gift. In addition, lounges provided
special cakes and other local celebratory items. At
selected airports, economy passengers received
celebration cards and vouchers to enter lounges or
to access priority check-in so they can experience
first-hand a Star Alliance Gold benefit.
Angie Abbott, Lounge Manager at the Star Alliance
lounge in Terminal 1, Heathrow noted, “Everyone
enjoyed themselves. There was a great atmosphere
in the lounge and guests where pleasantly surprised
with their gift bags. The cake was perfect and
looked great in reception. It was enjoyed by the
guests throughout the day.”
Employees at airports also celebrated the day.
See pages 4-7 for photos from their events around
the world.
15th Anniversary decals on Star
Alliance liveried aircraft
Member airlines added a 15th anniversary decal to
their Star Alliance liveried planes.
15th Anniversary pins
15th Anniversary pins were distributed globally
in response to carriers’ requests, so that the
vast majority of frontline staff could wear these
throughout the anniversary year, in accordance
with the guidelines given by each member airline.
Other merchandise producing the 15th Anniversary
logo has been produced for distribution to clients at
events in the coming months.
Facebook
In view of the growing importance of social media,
Mark Schwab spent two hours online on May 14
and responded live to questions, comments and
suggestions from customers on the Star Alliance
Facebook page. (See accompanying story)
Celebration Video
A short celebration video, featuring employees
from across the globe, was posted on YouTube and
shown at various events. http://www.youtube.
com/user/staralliancenetworkfeature=res
ults_main
➤
RIO DE JANEIRO

7
➤
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ORLANDO
➤
KUALA LUMPUR
➤
SHANGHAI
➤
CHICAGO
➤
SINGAPORE
➤
TAIPEI
➤
GUANGZHOU

8
network 6/12
CEO Mark Schwab connects
with customers on Facebook
On May 14, Star Alliance CEO Mark Schwab responded
to customer concerns, comments and well wishes during
two forum sessions on Star Alliance’s Facebook page
throughout the anniversary day.
While some readers wanted help with their
frequent flyer accounts, others were interested
in the Alliance’s future plans. For instance, with
regard to talks with potential member carriers
in the Middle East, Schwab noted, “In answer to
your question on the Middle East. We are not
currently in talks with any new carriers in that
region. We are well-positioned to serve that
market, especially with Turkish Airlines and
EGYPTAIR and with many of our other members
also offering connections to the Middle East.”
integration among our members and this is
the kind of improvement we are looking to
implement.”
More than 200 comments came from customers
in the two hour-long sessions. Schwab was
pleased with the response, and plans to return to
Facebook for other forum events.
One reader wondered how service at London-
Heathrow would be affected after the sale of
British Midland International. Schwab responded,
“Star Alliance maintains a strong presence in the
UK even without bmi. We have 24 airlines flying
there with over 3,000 daily flights. The UK is
a very important market for us — in fact
we are currently working with BAA on
a whole new terminal for Star Alliance
at LHR.”
Another reader wanted to know
if technology could be created to
allow recognition of Gold or Silver
status at any lounge, simply by
showing a traveller’s frequent
flyer number. “Is it an
integrated system to
do the lookup or only
our card would identify
our status”
In response, Schwab
noted, “Star Alliance
is continuing to work
on greater technical

9
Denver marketplace
draws employees from
four member carriers
network 6/12
EMPLOYEE MARKETPLACE
IN SHANGHAI ATTRACTS
MORE THAN 350
Timed to coincide with Star Alliance’s 15th
Anniversary, member carrier employees in
Shanghai gathered at an employee marketplace
to learn more about the Alliance and celebrate
the anniversary.
More than 360 employees from 12 airlines
and ground handling agents attended from
Air Canada, Air China, Air New Zealand, ANA,
Asiana, Lufthansa, SAS, Singapore, SWISS,
THAI, Turkish and United. As well, staff from EVA
Airways and Shenzhen Airlines — announced to
join the Alliance — attended.
Marketplaces are held at major airports at various
times throughout the year to help employees
learn more about the Alliance and their airline’s
role in making the Alliance a success.
At the end May, almost 700 employees
from the four Star Alliance carriers in Denver
attended a Marketplace. Air Canada,
Lufthansa, United and US Airways employees
learned more about the Alliance during the
all-day event.

10
network 6/12
New tool helps customer
relations teams work together
When things go wrong on a
journey, it’s usually the airline’s
customer relations representatives
that hear about it. Effective handling
of a complaint – one that retains a
customer’s loyalty — is paramount.
“Breakdowns in communication
damage customer confidence
and are punished by the customer,
particularly in today’s environment
where bad experiences can be
shared quickly with thousands of
people using social media tools,”
noted Carina Roennfeld-Peters,
Director, Customer Relations &
Training. “That’s why we’ve developed
the Starquest tool — to help customer
relations departments at the airlines
quickly resolve issues when they
involve more than one Star Alliance
carrier.”
The Starquest tool — available
now to customer relations teams at
airlines — is a simple web-enabled
tool that is accessible anywhere
and allows customer relations
teams at more than one airline
to work more efficiently
together to resolve
customer problems.
The tool allows a
complaint’s details to be passed from
one airline to another, and to track
the responses, which are also made
within the tool. At the same time, the
tool provides data about the types of
complaints and the efficiency of the
handling process.
“We’ve always promoted the ‘we
get it, we fix it’ approach to handling
complaints,” said Roennfeld-Peters.
“That means the complaint-receiving
carrier is the primary handler and
is the one that responds to the
customer. Where multiple carriers
are involved, this can mean getting
in touch behind the scenes with
the other airline involved to get
extra information or, in some cases,
arrange compensation.
“We don’t want the complaint to
be passed along from one carrier
to another with no resolution. That
doesn’t help anyone. The Starquest
tool allows the complaint to be
handled by the first point of contact,
and monitored every step of the way
because the complaints are gathered
in one place rather than scattered
across various e-mail inboxes.”
In the first two weeks of operation,
about 400 files were opened in
Starquest, with more than 250 of
them closed shortly after when
complaints were resolved.

11
New training module for handling
Round the World fares
network 6/12
Star Alliance’s Learning Network has launched its
13th training module — this one about how Round
the World fares work.
“The Star Alliance Round the World ticket is a big hit
with customers. Of all of our special fare products, the
RTW fare is the most popular. But complexities in the
fare rules can make it hard for agents to book and sell
the product with confidence,” said Carina Roennfeld-
Peters, Director, Customer Relations & Training.
The launch of the Round The World Fare training
module introduces frontline ticketing staff and travel
agents to the basics of the product. The training
distinguishes the Star Alliance Round the World
Fare product from other round-the-world products
offered by other alliances. It provides learners with
a better understanding of the product rules, equips
them to sell a Round the World ticket and explain the
rules to customers.
The Star Alliance Round the World Fare training and
all of the other modules are available
through airline training
departments.
Along with the training module, Star Alliance is
planning an hour-long webinar to demonstrate the
booking process for the RTW Fare product in the
various GDSs.
The Star Alliance Learning Network was launched
a year ago. It comprises a growing set of training
courses that can help employees at the member
airlines better understand the Alliance and serve
customers better.
There are 13 e-learning modules, ranging from a
general introduction to the Alliance to training for
frontline staff on how to respond in an emergency.
The modules complement training offered by the
individual airlines, focusing on concepts that are
fundamental to the Alliance, such as the benefits and
experience delivered to holders of Star Alliance
Gold cards.
“The Learning Network helps ensure that
employees have a clear and consistent
understanding of what Star Alliance is all
about, and the benefits to customers,”
said Roennfeld-Peters. “That in turn
means that customers have a more
consistent Alliance experience
regardless of which individual
carriers they may fly with.”

12
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New checkin kiosk
tested in Munich
Star Alliance, in conjunction with the
Kempinski Hotel at Munich Airport is
testing a new application for a kiosk,
which is situated in the lobby of the
hotel.
“Customer surveys have
repeatedly found that any
opportunity a customer has to speed
the airport experience is a benefit we
should focus on,” said Anita Elste,
Manager, Products & Services. “An
off-site checkin kiosk that allows
customers to check in on one of
several airlines at their leisure is one
of those advantages that customers
appreciate.”
A customer who
doesn’t have a mobile
phone, or prefers not to
use the hotel Internet
can check in for a flight
as they check out of
the hotel on their way
to the airport. The
Kempinski is providing
space for the kiosk, and
the Alliance is providing
the technology. The
project is a pilot to
ensure the functionality
works as expected, and
that customers find the
service useful.
“We will test the kiosk for several
months and make any adjustments
we find necessary. If we find that
customers appreciate the service,
we will certainly keep the kiosk at the
Kempinski and then look to expand
the kiosk project to other airports,”
noted Elste.
She said that Star Alliance-branded
kiosks are generally placed at
airports where carriers are physically
located together. In this case, a
collaboration between Star Alliance
and the Kempinski allows costs to be
shared and provides an opportunity
to market the Alliance through kiosk
signage. “If successful, we would like
to take this to more hotels around
the world.”
TASK FORCE TO
EXAMINE FUEL
EFFICIENCY
With fuel costs a major expense for airlines, Star
Alliance’s Fuel Efficiency Task Force is making strides in
helping carriers find ways to save money.
At a meeting of 16 member airlines in May, the task force
has given member airlines the mandate to negotiate on
behalf of all Star Alliance members when discussing fuel
efficiency with their local air navigation service providers.
“Air Navigation authorities determine flight routings as
part of their mandate. If more efficient routings can be
agreed on with the airlines, the carriers will reap the
benefit by using less fuel,” noted Michael Muerwald,
Fleet Coordinator. “This will make it easier for member
airlines to get more fuel saving flight procedures
approved in air traffic management because of better
negotiating power.”
The task force also exchanged the fuel policies of all 25
member airlines, which enables them to see at a glance
how each member’s fuel planning compares to other
airlines. “This will have the effect that operators who feel
that their authorities require them to plan their flights with
too much fuel reserves will now have better arguments
to convince them to approve more fuel efficient flight
plans, which are already proven in other members’
operations,” said Muerwald. “Carrying extra fuel that isn’t
really necessary to maintain safety guidelines is a waste,
not only because of the extra fuel cost but also the weight
the aircraft must carry. If we can reach a consensus with
authorities on what constitutes reasonable fuel reserves,
it will benefit the member carriers.

13
Bits and bites from the member carriers
For more information visit the employee site at http://www.starallianceemployees.com/news/member-airline-news.html
network 6/12
Air Canada
Blue1
Air Canada is flying daily seasonal flights
between St. John’s, Newfoundland and
London Heathrow. Air Canada will operate
the flights until September 30.
Blue1 is renewing the cabin interior of its
Boeing 717 fleet with new leather seats, interior
materials and lighting. The modernisation is part
of Blue1’s new in-flight concept and service
design.
Ethiopian Airlines
Ethiopian Airlines will start flying from Addis
Ababa to Toronto July 16. The flight will be
the only regularly scheduled non-stop flight
from Toronto to Africa, and will operate with
B777-200LR aircraft.
Air New Zealand
LOT
Air New Zealand will add capacity to its
Auckland - Honolulu route October through
March. The airline will add a third weekly
Boeing 767-300 increasing the number of
seats available by 50%.
LOT has launched an ad campaign to present
the company’s rejuvenated brand image. The
theme “LOT — Our horizon is the future” ties
in with the changes the carrier has made to
prepare for the arrival of the B787 Dreamliner.
ANA
Lufthansa
ANA announced a company split and will
restructure as it deals with a more competitive
environment. All business — except control or
supervision of companies in which shares are
held — will be transferred to ANA Holdings, a
wholly owned subsidiary of All Nippon Airways
Co. Ltd.
Lufthansa’s new first and business classes
took off on an A330-300 from Munich to
Washington, DC. Each seat can fold flat to
create a lie-flat bed nearly two metres long.
Asiana
Asiana is flying to Honolulu from Seoul twice a
week, moving to daily in July.

14
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Bits and bites from the member carriers
For more information visit the employee site at http://www.starallianceemployees.com/news/member-airline-news.html
SAS & Singapore Airlines
United Airlines
SAS and Singapore Airlines signed a joint
venture agreement that allows the two
carriers to plan further business opportunities
within the partnership, such as the coordination
of flight schedules and joint sales
activities, subject to regulatory approval.
United Airlines plans to begin daily flights
between Denver and Tokyo Narita next March,
subject to government approval. Eastbound
flights from Tokyo are to begin April 1 using B787
Dreamliner aircraft.
TAP
TAP has added a booking engine that can
be used with smartphones and tablets to
the services already available for mobile
devices.
SOON TO JOIN
EVA Air
EVA Air has unveiled a new-generation business
cabin named Royal Laurel Class. The airline is
investing US$100 million to upgrade the top
cabins on all of its Boeing 777-300ERs with
new, fully lie-flat seats. Details can be found at
http://royallaurel.evaair.com/en/.
network
Produced monthly for the employees of Star
Alliance member carriers.
Star Alliance Services GmbH,
Frankfurt Airport Centre, Main Lobby
D-60546 Frankfurt∕Main
Vice-President, Corporate Office:
Christian Klick
Director, Internal Communication:
Janet Northcote; janet.northcote@staralliance.com
Turkish Airlines
Turkish Airlines and JetBlue have signed an
interline agreement to connect the carriers’
networks at New York’s John F. Kennedy
(JFK) and Washington Dulles (IAD). Turkish has
also signed an agreement with Air Canada for
access to destinations beyond Toronto.
Editor:
Garry Bridgewater, Sherana Productions
sheranaproductions@googlemail.com
Layout:
Rachel Niebergal, Peridot Design Inc.
rniebergal@gmail.com
Photos:
Jens Goerlich, Daniel R. Carneiro,
Member carrier employees

15
A snapshot of the 25 Star Alliance members
Total revenue ($US) $160.9 billion* Airports served 1,293
Annual passengers 648.8 million Fleet 4,256
Daily departures 20,500 Lounges more than 950
Number of Employees 411,218 Countries served 190
network 6/12
* all figures as of April, 2012
Star Alliance Member Carriers Fleet Number of Major hub
size employees airports
Adria Airways (JP)
Aegean Airlines (A3)
14
29
452
1,615
Ljubljana
Athens, Heraklion, Larnaca
Rhodes, Thessaloniki
Air Canada (AC)
Air China (CA)
Air New Zealand (NZ)
ANA (NH)
Asiana Airlines (OZ)
Austrian (OS)
Blue1 (KF)
Brussels Airlines (SN)
Croatia Airlines (OU)
EGYPTAIR (MS)
Ethiopian Airlines (ET)
LOT Polish Airlines (LO)
Lufthansa (LH)
Scandinavian Airlines (SK)
Singapore Airlines (SQ)
South African Airways (SA)
SWISS (LX)
TAM (JJ)
TAP Portugal (TP)
Thai Airways Intl (TG)
Turkish Airlines (TK)
United (UA)
352
288
102
232
71
81
9
51
13
79
48
54
355
136
104
49
90
156
71
91
179
1,262
26,000
24,474
10,800
33,183
9,041
6,000
350
3,300
1,095
7,500
5,635
2,887
39,938
12,833
13,929
9,223
7,644
29,700
7,055
24,563
15,599
86,402
Calgary, Montreal, Toronto, Vancouver
Beijing, Chengdu, Shanghai
Auckland, Hong Kong, Los Angeles
Haneda, Osaka, Tokyo
Seoul Incheon, Seoul Gimpo
Vienna
Helsinki
Brussels
Zagreb
Cairo
Addis Ababa, Lome
Warsaw
Frankfurt, Munich
Copenhagen, Oslo, Stockholm
Singapore Changi
Johannesburg
Zurich
Brasilia, Rio de Janeiro, São Paulo
Lisbon, Porto
Bangkok, Chiang Mai, Hat Yai, Phuket
Ankara, Istanbul
Chicago, Cleveland, Denver, Guam,
Houston, Los Angeles, New York
(Newark), San Francisco, Tokyo
(Narita), Washington (Dulles)
US Airways (US)
340
32,000
Charlotte, Philadelphia,
Washington D.C., Phoenix
SOON TO JOIN
Avianca, Taca Airlines (AVTA)
Copa Airlines (CM)
EVA Air (BR)
Shenzhen Airlines (ZH)
150
60
59
100
12,000
4,772
5,489
8,000
Bogota, Lima, San Salvador, San Jose
Panama City
Taipei
Shenzhen