Print at Home User Guide V 3

"Print at Home" User Guide – V 3 UPDATED Version Enjoy Europe Travel by Train!

Summary u Introduction P 3 u General principles of P@H P 4 -9 u How to book P@H tickets in Euronet? P 10 - 18 u P@H impact on the MTR / Accounting P 19 - 20 u P@H impact on the After Sales procedures P 21 - 25 P@H from the traveller's side… - 37 u u p 2 FAQs & Tips P 26 P 42 - 50

Introduction "Print at Home" in a nutshell u What is it? A new ticketing method for International & Domestic trains in/from France and Spain, plus Eurostar and Thalys. w Tickets are no longer need to be printed on Euronet Paper by the GSA w Tickets are no longer sent by post/mail/courier to the traveller or picked up at agency w Tickets are sent via email to the traveller or travel agent w Tickets must be printed by the traveller w It is very simple and very similar to the electronic ticketing used by airlines w It is often abbreviated "P@H" w u Print at Home & Euronet w Print at Home is a major Euronet improvement with impacts on w w w the sales dialogue/Front Office the back office (accounting) the after-sales processes The purpose of this quick guide is to help you to better understand the Print at Home and its impact on Euronet and on your organisation p 3

Summary u u General principles of P@H u How to book P@H tickets in Euronet? u P@H impact on the MTR / Accounting u P@H impact on the After Sales procedures u P@H from the traveller's side… u p 4 Introduction FAQs & Tips

General Principles Context: P@H in Europe and with Rail Europe u P@H in Europe Print at Home was recently introduced in Europe (2010) w Currently only available with a few rail carriers. w Each rail carrier has a different way to manage it w u P@H in Euronet w Simplicity was the key word when P@H was developed in Euronet… w w w With P@H, Euronet now offers 4 ticketing methods E 2 PAPER (Euronet Blank tickets) for travellers preferring to have paper tickets with them w P@H for travellers wanting to print their tickets whenever and wherever they want w P@S (TOD), for travellers wanting to retrieve their tickets from a kiosk when at the station w PDF, for non European products in Euronet w e-tickets p 5 Impacts on the sales dialogue are limited Booking flow are homogeneous, whatever the rail carrier (Eurostar, TGV, etc. )

General Principles How does it work? ? ? u P@H issuance is simple, and based on emails The traveller provides their email address to the GSA w The GSA enters the email address in Euronet during the booking process w The traveller receives a confirmation email and the P@H tickets in his mailbox w u For the traveller w The traveller can find all information about their booking in the confirmation email The traveller can print their P@H tickets from any printer, on regular, white A 4 paper w When the traveller is in Europe, they just needs to show his tickets upon request, together with a means of identification (ID Card or passport) w u For the GSA Booking P@H tickets is super easy and very similar to other modes of ticketing w GSA no longer need to manage Euronet paper, printers etc. w GSA remain in control… P@H are stored and can be retrieved if need be w p 6

General Principles P@H Scope (1/2) u P@H is offered for certain categories of products ONLY w P@H is only offered… w w P@H is not offered for… w w w w for global fare tickets (ticket + reservation, all in one) for individual public fares for the list of trains/carriers/fares detailed in the next page Passes and Swiss Packages TCV tickets Stand alone reservations Amtrak and NERO products Group and RIT fares Eurail Passholder fares Depending on the train/carrier, P@H can be offered on certain routes only w P@H can be offered for certain fares only w P@H tickets can either be included in the confirmation email, or directly sent to the traveller w p 7

General Principles P@H Scope (2/2) Important - P@H is ONLY offered on the trains/fares quoted above - This means that P@H is NOT offered on Artesia (Day & Night). - In any case, no worries, Euronet will always let you know if a fare is eligible to P@H or not p 8

General Principles Euronet functionalities & P@H u P@H conditions of use/issuance w P@H tickets are strictly personal, nominative and not transferable First name and last name must be entered in Euronet, for each traveller w P@H tickets are only valid upon presentation of an ID Card/photo ID Travellers must always have they ID card/passport with them when they travel To prevent fraud, conductors on-board French trains & International trains to/from France will also check the date of birth on the traveller's ID card w You'll need to enter this information in Euronet and it will print on the ticket You don't need to enter this information for Eurostar, Thalys & Renfe P@H tickets u "Multi Ticketing Option" This feature was introduced in Euronet's 2011 Spring Release w It allows you to mix different ticketing options within one booking w p 9

Summary u u General principles of P@H u How to book P@H tickets in Euronet? u P@H impact on the MTR / Accounting u P@H impact on the After Sales procedures u P@H from the traveller's side… u p 10 Introduction FAQs & Tips

How to book P@H tickets in Euronet? Good to know u P@H issuance is easy and can be managed in 5 quick steps 1. Select your route and make sure that the fare/route is P@H eligible 2. Add Passengers details (make sure you provide all necessary information) 3. Assign each traveller individually to each product 4. Select the printing option "PAH" 5. Send the P@H tickets to the client‘s email box. u Euronet will assist you during the process If a product is not P@H eligible, Euronet won't allow you to confirm it as P@H and you’ll get an error message w Euronet will indicate if a route/fare is P@H eligible w Euronet will warn you if mandatory information is missing w p 11

How to book P@H tickets in Euronet? Step 1: select the route/fare and make sure it can be issued as P@H… u P@H eligibility information is available in the "Fare Details" screen 1 1. Click on the fare to obtain more information 2. The box "Fare Details" appears 2 3. P@H eligibility is displayed in the "Additional Info" field 3 p 12

How to book P@H tickets in Euronet? Step 2: enter mandatory passenger details u Make sure you enter all mandatory fields for EACH traveller… For EACH traveller, you must enter… 1. his/her first name 2. his/her last name 3. his/her date of birth (not mandatory for Eurostar/Thalys or Spain) If any of the mandatory field is not correctly keyed in, an error message is displayed at the bottom of the screen. Once travellers' details are properly entered, for each traveller individually, the message disappears. p 13

How to book P@H tickets in Euronet? Step 3: assign passengers individually u Travellers have to be assigned one by one… For EACH product/fare, you must… 1. select the product/fare 2. select the corresponding passenger 3. click on assign 1 2 3 p 14 Tip: As P@H requires individual assignment, don't select "Lead Name Only", otherwise you will get an error message.

How to book P@H tickets in Euronet? Step 4: select the "P@H" printing option (1/2) u The "Ticketing Options" button w The default ticketing option is "E 2 Paper" so you just need to change it 1. First, click on "Confirm" to confirm the PNR 2. Click on the "Ticketing Options" button to choose P@H Important notes: Once Confirmed you must hit “Print Now” or “Q for print” within 30 Minutes or the booking will drop out. For Renfe "Direct Connection“ there is no confirmation button, products are confirmed once you hit “Print Now” or “Q for Print. p 15

How to book P@H tickets in Euronet? Step 4: select the "P@H" printing option (2/2) u. The "Ticketing Options" pop-up box The pop-up allows you to choose your preferred ticketing options w It can apply to the whole booking, or product by product w 1. You can select different ticketing options, one per product or one for the whole booking 2. Select "PAH" 3. Click on "Save" Tip: If you chose a printing option that is not compatible with the selected product, Euronet will give you’re an error message (see page 46 ) p 16

How to book P@H tickets in Euronet? Step 5: send the "P@H" tickets to the traveller (1/2) u Define the parameters of the confirmation e-mail When you click on "Q For Print" or "Print Now", the below window pops-up w It allows you to enter the traveller's e-mail address and the language for the confirmation e-mail w 1. Enter here customer’s e-mail address 1 2. Re-enter here customer’s e-mail address (control to avoid errors) 2 4. Select language for the confirmation e -mail (English, Spanish or Portuguese). 3 Default language is English 5. Click on "Send" p 17 4

How to book P@H tickets in Euronet? Step 5: send the "P@H" tickets to the traveller (2/2) u Confirm the generation of the P@H ticket w At the same moment you clicked on "Send"… P@H tickets were created in the database as a. pdf files (they are "virtually printed") w The confirmation e-mail was sent to the traveller w w A "printing confirmation" step is then necessary, if you chose "Print Now"… The usual pop-up window appears, asking you to "confirm" the proper "printing" w Just click on "Confirm All" as it will - confirm the P@H ticket in the carrier's system - print an invoice - change the booking status to "invoiced" w If you don't click on "Confirm all", traveller(s) will not be able to download their. pdf file(s) w w p 18 If you chose to "Q for print", the printing confirmation step is not required

Summary u u General principles of P@H u How to book P@H tickets in Euronet? u P@H impact on the MTR / Accounting u P@H impact on the After Sales procedures u P@H from the traveller's side… u p 19 Introduction FAQs & Tips

P@H impact on the MTR / Accounting MTR is adapted to take P@H specificities into account u Clear identification of P@H sales and impact on ticket stock control The printing option clearly displays in the MTR. Cf. "Printing" column w As P@H issuance does not require the use of Euronet Blank Tickets, P@H tickets are not counted in the ticket stock usage. Cf. the "Cpns #" column: w p 20

Summary u u General principles of P@H u How to book P@H tickets in Euronet? u P@H impact on the MTR / Accounting u P@H impact on the After Sales procedures u P@H from the traveller's side… u p 21 Introduction FAQs & Tips

P@H impact on the After Sales procedures After Sales - Reminders u After Sales possibilities depend on the fare Exchange/Refund possibilities vary fare by fare w All after sales conditions can be found on Extranet and in Euronet w Remember that after train departure, refund possibilities are very restricted and limited to a very small number of fares w u Euronet makes your job easier as everything is automatic… To know whether a P@H ticket is refundable or not, you can use the "Get quote" button in Euronet's "After Sales" module w During a refund operation, Euronet automatically calculates the penalties and releases the seat in the carrier's inventory w Remember you can refund "Point to Point" tickets (if fare allows) in Euronet without RE 4 A's authorisation if the refund is performed before train departure w p 22

P@H impact on the After Sales procedures After Sales - What's new with P@H ? u A very important change, from a legal perspective With P@H, the transportation contract is no longer the P@H ticket itself but the information stored in the carrier's servers/computers w Also, because P@H tickets are printed on regular paper (and not on value paper like Euronet Blank Tickets), P@H tickets themselves have actually no legal value w In other words, from a legal perspective, the "right to travel" is not materialised by the P@H ticket itself but by the perfect matching between w the information stored in the carriers' servers w the information on the P@H ticket w the information on the ID card/passport of the traveller w The P@H ticket itself has no legal value, and this has important impacts on the after-sales procedure… p 23

P@H impact on the After Sales procedures New opportunities to facilitate After-Sales operations! u Moving to a zero-paper process w As the P@H ticket itself has no longer any value, this means that w there is no need to have P@H tickets stamped/endorsed as "not used" by a railway official w the timely release of the seat in the carrier's inventory/in Euronet is enough for the carrier to open the right for a refund w All P@H transactions are stored electronically and done in real time so… the key element is the PNR, not the P@H ticket itself w Euronet knows exactly when seat has been released and if a refund can be offered w p 24

P@H impact on the After Sales procedures Process changes u Ticket endorsement as "not used" by a railway official : NOT NEEDED In ALL cases, P@H tickets don't need to be stamped/endorsed as "not used" by a railway official w The timely release of the seat and the respect of the fare rules is enough to open the right to a refund w Reminder: this applies to P@H tickets only, not to tickets printed on E 2 paper w u Sending P@H tickets to Rail Europe's After Sales Department: 2 cases Eurostar: YES, it is still mandatory to send the P@H tickets you wish to refund to Rail Europe After Sales Department, with your monthly accounting documents w In all other cases: NO, you don't need to send the P@H ticket, all information is stored/checked in the PNR w p 25

Summary u u General principles of P@H u How to book P@H tickets in Euronet? u P@H impact on the MTR / Accounting u P@H impact on the After Sales procedures u P@H from the traveller's side… u p 26 Introduction FAQs & Tips

P@H from the traveller's side… How does it work for the traveller? ? ? u When booking is finalised, traveller receives a confirmation e-mail The confirmation email is sent by rea. pah. from@raileurope. com w The confirmation emails summarises all details of the booking w The confirmation email is NOT the actual ticket and is not required to travel w u Traveller must print the actual tickets himself and keep them at all times w In all cases except Thalys, tickets are "embedded" in the confirmation email w w Tickets can be printed by clicking on the "Print Your Ticket" button in the confirmation email The button allows the traveller to open/download one/several. pdf file(s) The. pdf file(s) must be printed before travel as it is the actual ticket(s) In Thalys' case, a separate email is directly sent by Thalys to the traveller w w Email is sent by thalysticket@mail. thalysticketless. com This email is the actual ticket and must be printed Printing is possible from any printer, as long as tickets are printed on white A 4 paper w When traveller is in Europe, he just needs to show his tickets upon request, together with a means of identification (ID Card or passport) as this is mandatory w p 27

P@H from the traveller's side… How does it work for the GSAs? ? ? u P@H tickets are easy to issue GSA makes the booking as usual, not much changes w GSA needs to collect traveller's email when doing the transaction w u P@H tickets are easy to manage w GSA remains in control of the whole process as… w w u GSA can receive a copy of the confirmation email sent to the traveller, if he wants to GSA is able to resend the confirmation email to the traveller if needed GSA can also have access to the P@H tickets if need be Ticket stock management is facilitated After sales are improved No need to ask the traveller to have his ticket stamped/endorsed as not used w Seat release (1 st step for a refund) possible over the internet until train's departure w p 28

P@H from the traveller's side… Confirmation email sent to the traveller 1 Commercial text - Language can be English, Portuguese or Spanish (see p 17) 2 Itinerary details for paper tickets 3 Itinerary details for P@H tickets 4 "Print Your Ticket" button 5 General Information 4 6 Summary 5 7 After-Sales information 1 2 3 6 7 Note: the confirmation email is actually very similar to the "Booking Summary" also known as "Pro-forma invoice" p 29

P@H from the traveller's side… P@H ticket details - "French Journeys" (1/2) 1 2 1 3 Conditions of use of the P@H ticket in French (for the Train Manager) 3 Journey details 4 2 Conditions of use of the P@H ticket in English Booking details 4 Next slide: Zoom on zones 3 & 4 p 30

P@H from the traveller's side… P@H ticket details - "French Journeys" (2/2) 1 2 Booking File Reference (also known as "PNR") Traveller's First and Last name 7 2 D Barcode 8 After-Sales information 9 7 8 p 31 Fare Information 6 5 9 4 Identification of the Euronet Terminal 3 4 6 Placement details 5 2 Date & time of departure/arrival 3 1 Departure/Arrival stations

P@H from the traveller's side… P@H ticket details - Other international trains to/from France u Same P@H ticket than for French Journeys The technical solution for these trains is provided by SNCF w Therefore P@H tickets on these routes are exactly similar to those for French domestic routes w u Reminder of the scope w This applies to the following trains/carriers TGV Lyria w France-Spain TGV w Paris-Luxembourg TGV w Brussels-France TGV w Geneva-Med TGV w France-Germany High Speed (both TGV and ICE) w p 32

P@H from the traveller's side… P@H ticket details - Eurostar 1 1 The upper part of the Eurostar P@H ticket contains the exact same information as current tickets printed on Euronet paper 2 The lower part of the Eurostar P@H ticket is dedicated to after sales information 3 3 Booking reference (also known as "PNR“) 2 4 2 D barcode 5 After-Sales information 5 p 33 4

P@H from the traveller's side… P@H ticket details - Thalys (1/2) 1 2 4 Illustration of the use of P@H tickets After-Sales information 6 3 2 D Barcode 5 1 Traveller's First and Last name 3 2 Journey & Booking details Terms & conditions in relation to P@H 4 Note: Thalys calls their P@H tickets "Thalys Ticketless" 5 6 Next Slide: Zoom on zone p 34 1

P@H from the traveller's side… P@H ticket details - Thalys (2/2) 1 2 3 4 5 6 7 1 2 Departure Time/Station 3 Arrival Time/Station 4 Placement details 5 Fare Information (name) & Class of travel 6 Price in € 7 p 35 Travel Date Booking File Reference (also known as "PNR")

P@H from the traveller's side… P@H ticket details - "Renfe Direct Connexion" (1/2) 1 The upper part of the Renfe P@H ticket contains all information usually found on tickets 2 3 The lower part of the Renfe P@H ticket contains an extract of the conditions of carriage 3 1 2 D barcodes scanned at time of check-in 2 Next Slide: Zoom on zone p 36 1 3

P@H from the traveller's side… P@H ticket details - "Renfe Direct Connexion" (2/2) 1 2 3 4 5 6 1 Renfe Ticket number, PNR ("Localizador") and Fare Name 2 Route details: origin, destination, date and time of departure/arrival ("Salida" = Origin & "Llegada" = Destination) 3 Placement details ("Coche" = coach, "Plaza" = seat, etc. ) 4 Price Information 5 Important warning: "Access to the train closes 2 minutes before departure" 6 Date and time of ticket issuance

Summary u u General principles of P@H u How to book P@H tickets in Euronet? u P@H impact on the MTR / Accounting u P@H impact on the After Sales procedures u P@H from the traveller's side… u Advantages of P@H u p 38 Introduction FAQs & Tips

Benefits of P@H u Great for last minute bookings No need to send the tickets via courier or post, this saves time and money u Less ticket stock used, which means you don’t need to constantly order more from the Paris office. u u u Can ticket for clients already overseas. u Hassle free after sales procedure. u p 39 If tickets are lost of stolen you can simply re-print them. Save time on accounting.

Summary u u General principles of P@H u How to book P@H tickets in Euronet? u P@H impact on the MTR / Accounting u P@H impact on the After Sales procedures u P@H from the traveller's side… u Advantages of P@H u p 40 Introduction FAQs & Tips

FAQs Q: I can't find a "confirm" button when I want to print a Renfe ticket? A: IT IS NORMAL. Renfe tickets booked through the "Direct Connexion" are only confirmed at the when you click on "Q for print" or "Print now". Until you hit one of these buttons, seat is not booked and fare is not guaranteed. Q: What happens if the email address provided by my client is wrong? A: Your client will not receive the email containing his tickets and will not be able to travel. It is therefore very important to properly fill out the email address of your clients to issue P@H tickets. Q: I don't want my client to see my email address? Can I use the "BCC field"? A: NO, you cannot use the "BCC" field of the "Print at Home email" box. If you don't want to enter your email address, you can create another mail address within you company that will receive all P@H email confirmations. Alternatively, you can always ask that the confirmation email be sent back to you/your client by Rail Europe's helpdesk teams (see FAQ "What to do if my client lost the confirmation email? "). Q: Can I put several email addresses in the "CC" field ? A: NO, this field would only allow ONE unique email address. p 41

FAQs Q: What to do if my client lost the confirmation email? A: No worries, you can resend it to him/her. There are 2 possibilities: - If you did put your email address in the "CC" field when you entered the traveller's email address, you can send it again from your mailbox - If you did not do that, you have to open a case in my. Rail. Europe ("Commercial questions and issues" / Type "Others" / Sub-type "P@H issuance") Q: How can I resend the P@H tickets to my client? A: There are numerous possibilities: - For all products except Thalys, you can resend the confirmation email, as it contains the links to the P@H tickets - For Thalys P@H tickets, you must ask the RE 4 A Helpdesk team to resend them to your clients by opening a case in my. Rail. Europe ("Commercial questions and issues" / Type "Others" / Sub-type "P@H issuance") and indicating the booking number - You can also send by email to your client the url of this P@H ticket… You can find this url in the Pro-Forma Invoice/Booking Summary. Q: What is the "Print Your Tickets" button? A: The "Print Your Ticket" button is just an image in which we have incorporated a link to the urls of the P@H tickets. We created this button to make it more user friendly than clicking on a link. p 42

FAQs Q: Do I need to staple the pro-forma invoice in a Rail Europe ticket cover or send covers to my clients? A: NO, P@H tickets are issued by the client, on his/her printer, and don't need to be stapled in a Rail Europe ticket cover. All terms and conditions of the P@H tickets issued on Euronet can be found on http: //www. raileurope. fr/corporate/-Conditions-of-use. Q: Do my clients need to validate their tickets in the French stamping machines (like it is the case for TOD)? A: NO, P@H tickets do not need to be validated in the French stamping machines. Similarly to Euronet paper, P@H tickets' paper is too thin and does not fit in the French stamping machines. p 43

Tips What do I do if I have this error message? This error message displays if you selected "PAH" and clicked on "Save" while the product in your booking was not eligible to P@H w In that case, just click on "Yes". You'll go back to the "Ticketing Options" pop-up box where you'll need to select a different printing option. w p 44

Tips Make the most of the P@H eligibility indicator… u Check the P@H eligibility indicator to avoid the error message w Euronet allows you to check whether a product is eligible to P@H or not w w p 45 at the time of the product selection (see page 12) before confirming the booking, in the "Product Description" screen (see below)

Tips Keep track of the email address of your client… u Use the "Remarks" field of Euronet to store traveller's email address When you enter the email address of your customer in the "Print at Home email" pop-up box (see page 17), Euronet does not keep the email address of your client w In order to store it in the booking, in case you need to contact the client again, you can store it in the "remarks" field of Euronet w Either when you create the booking w or when you finish it, by clicking on the "Update Remarks" button w p 46

Thanks for your attention We wish you successful P@H sales!!! p 47