Metrics drive business performance

Orbitz Worldwide at a Glance

1,700 employees, 1,700 contractors/outsourced• ~1,000 domestic• ~700 international• ~1,700 outsourced positions

primarily in customer service and technology

3 primary locations• Chicago (Global Headquarters)• London (ebookers Headquarters)• Sydney (Flairview Headquarters)

Four owners in four years• Airlines, Public, Cendant,

Blackstone

Key Statistics Brands

 

It all starts with the customer…

Call Center performance monitored daily via a 7 day rolling report

                   

Travelport Combined January February 02/14/07 02/15/07 02/16/07 02/17/07 02/18/07 02/19/07 02/20/07 02/21/07

  Totals MTD Wednesday Thursday Friday Saturday Sunday Monday Tuesday Wednesday

Call Center Statistics                    

Calls Offered 27,195 28,057 1,608 1,469 1,325 74 61 838 1,397 1,515

Calls Handled (CSR's) 26,248 27,384 1,590 1,439 1,266 66 59 805 1,331 1,488

Abandon Rate % 3.48% 2.40% 1.12% 2.04% 4.45% 10.81% 3.28% 3.94% 4.72% 1.78%

Avg. Speed of Answer 0:27 0:23 :29 1:13 0:35 0:51 0:15 0:26 0:49 0:15

Occupancy     0 0 0 0 0 0 0 0

Avg. Talk Time 5:47 5:29 5:40 5:35 5:08 5:27 5:18 5:19 5:55 3:11

Avg. After Call Work 1:23 1:43 2:12 1:30 2:06 1:20 1:52 3:05 2:17 0:55

Avg Hold Time 1:13 1:07 1:21 1:04 1:08 1:38 1:51 1:03 1:00 0:39

Avg. Handle Time 8:23 8:19 9:13 8:09 8:18 8;25 8:21 9:27 9:12 4:46

Production Staffed Hours (hh:mm) 4564:47 4660:12 283:52 251:56 240:50 11:31 8:56 127:14 249:18 118:53

Service Level 83 85 85 83 80 79 90 84 80 93

Max Delay 32:36 25:34 22:20 22:30 26:28 13:50 6:58 19:35 16:18 22:04

Product 1

Planning the day’s staffing requirements

Staffing (5-7-07)

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Req Sch Open Act Staff

And continues with hourly monitoring of the queues

Updated through 12:00 AMOffered Answered Abandoned Abn % ASA Service Level AHT

Product 1 Center 1 664 655 9 1.4% 0:29 88 12:17FAR - XXX 473 467 6 1.3% 0:30 84 12:23FAR - XXX 19 19 0 0.0% 0:35 95 16:32FAR - XXX 80 79 1 1.3% 0:22 100 12:57FAR - XXX 76 74 2 2.6% 0:37 93 11:22FAR - XXX 16 16 0 0.0% 0:02 100 5:28FAR - XXX 0 0 0 0.0% 0:00 0 0:00

Product 2 Center 2 458 442 16 3.5% 0:27 85 10:14FAR - XXX 184 177 7 3.8% 0:35 84 10:31FAR - XXX 44 44 0 0.0% 0:07 85 10:39FAR - XXX 194 187 7 3.6% 0:23 87 10:25FAR - XXX 36 34 2 5.6% 0:32 84 7:12

Product 2 - Center 2 124 120 4 3.2% 0:26 84 9:47BNA - xxx 104 101 3 2.9% 0:26 83 10:10BNA - xxx 11 11 0 0.0% 0:34 88 8:32BNA - xxx 9 8 1 11.1% 0:16 89 6:42BNA - xxx 0 0 0 0.0% 0:00 0 0:00

Product 3 - Center 2 880 867 13 1.5% 0:16 86 10:15FAR - XXX 743 735 8 1.1% 0:14 88 10:18FAR - XXX 4 4 0 0.0% 3:02 50 10:01FAR - XXX 11 11 0 0.0% 0:06 91 9:19FAR - XXX 4 4 0 0.0% 0:03 100 6:05FAR - XXX 0 0 0 0.0% 0:00 0 0:00FAR - XXX 2 2 0 0.0% 0:00 100 6:25FAR - XXX 116 111 5 4.3% 0:24 78 10:20

Monday, May 07, 2007Enterprise Intraday Summary - Corporate Call Types

And checking the details for each queue by 30 minute interval

Intraday Performance - Product 2 Center 2

Req Sch Open Act Staff Shrink Forecast Offered Handled Abn % Var8:00 AM 10.26 20.51 7.7 63% 14 16 15 6.3% 14%8:30 AM 9.95 37.45 12.4 67% 13 17 17 0.0% 31%9:00 AM 13.31 41.22 12.1 71% 16 16 16 0.0% 0%9:30 AM 13.12 43.57 12.0 72% 15 27 23 14.8% 80%

10:00 AM 11.65 33.73 11.7 65% 13 22 22 0.0% 69%10:30 AM 11.65 42.50 11.2 74% 13 20 20 0.0% 54%11:00 AM 11.51 43.37 11.2 74% 12 19 19 0.0% 58%11:30 AM 8.29 42.05 7.9 81% 12 17 16 5.9% 42%12:00 PM 8.61 10.01 6.3 37% 14 16 15 6.3% 14%

Intraday 325 458 434 5.2% 40.9%Daily 325 458 434 5.2%

Totals

7-May-07Call VolumeStaffing

Last week 2 Weeks Today Historical Today Historical27 20 852 538 63 1524 15 1055 715 82 2921 30 1379 1000 82 3323 25 836 849 80 3017 31 792 1039 73 5920 23 761 841 85 7019 27 1002 794 95 7920 19 868 553 65 4022 30 672 515 75 68

544 525 799 727 80 47544 525 799 727 80 47

Service LevelHistorical Call Volume Average Handle Time

#REF!#REF!

Day Summary

Thursday, May 3, 2007 Finance Report – Day Summary

MTD Trx's Forecast Trx's Var to Fcst % Var to FcstEstimated

Revenue Forecast Revenue Var to Fcst % Var to Fcst

Total OLB xxx,xxx xxx,xxx xx,xxx 10% xxx,xxx xxx,xxx xx,xxx 10%

Other OLB xx,xxx xx,xxx x,xxx 4% xxx,xxx xxx,xxx xx,xxx 4%

TP-E2E xx,xxx xx,xxx x,xxx 6% x,xxx,xxx x,xxx,xxx xx,xxx 6%

TP-E2E Online % of total 82% 80% 2% n/a

OFB xx,xxx xx,xxx x,xxx 11% x,xxx,xxx x,xxx,xxx xxx,xxx 11%

E2E Subtotal (TP-E2E & OFB) xxx,xxx xxx,xxx x,xxx 9% x,xxx,xxx x,xxx,xxx xxx,xxx 8%

Total xxx,xxx xxx,xxx xx,xxx 8% x,xxx,xxx x,xxx,xxx xxx,xxx 8%

  TRX FORECAST TRX %   TRX TRX %

  2007 2007 VAR VAR   2006 VAR VAR

  3-May-07 3-May-07       4-May-06    

Month To Date                

MTD OLB - Direct xx,xxx xx,xxx x,xxx 7%   xx,xxx xx,xxx 20%

MTD OLB - Indirect xx,xxx xx,xxx x,xxx 14% xx,xxx x,xxx 15%

MTD OLB - Others

- - -

n/a - - n/a

Total MTD OLB xxx,xxx xxx,xxx xx,xxx 10%   xxx,xxx xx,xxx 18%

Other OLB xx,xxx xx,xxx x,xxx 4%   xxx,xxx xxx,xxx 16%

MTD TPC Online xx,xxx xx,xxx xxx 6% xx,xxx x,xxx 19%

MTD TPC Offline xx,xxx xx,xxx xxx 5% xx,xxx xx,xxx 25%

Total MTD TPC xxx,xxx xxx,xxx x,xxx 6% xxx,xxx xx,xxx 21%

MTD TP Online xxx,xxx xxx,xxx x,xxx 7% xxx,xxx xx,xxx 20%

MTD TP Offline xx,xxx xx,xxx xxx 2% xx,xxx x,xxx 28%

Total MTD TP xxx,xxx xxx,xxx x,xxx 6% xxx,xxx xx,xxx 22%

MONTH TO DATE TP-E2E xxx,xxx xxx,xxx x,xxx 6%   xxx,xxx xx,xxx 21%

Total MTD OFB xxx,xxx xxx,xxx xx,xxx 11% xxx,xxx xx,xxx 20%

MONTH TO DATE E2E xxx,xxx xxx,xxx x,xxx 9%   xxx,xxx xx,xxx 21%

MONTH TO DATE xxx,xxx xxx,xxx x,xxx 8%   xxx,xxx xx,xxx 18%

COLOR CODE: Green indicates > 10% above plan, yellow is -10% to +10% of plan, and red is < -10% of plan

OrbitzTLC CenterOrbitzTLC Center

Over 9.6MM alerts sent in the 1st quarter

OrbitzTLC Alerts

Implemented on Orbitz for Business in 2005

Proactive messages keeping travelers one step ahead by notifying them of changes, delays, cancellations, etc to either cell or PDA

Monitored by former air traffic controllers

Care Center Metrics

Continuous monitoring of:• FAA Site (predictive delays by former

air traffic controllers)

• Weather outlets (analyst predict and are monitored on their accuracy)

• Admin tools (service levels on messaging throughput)