Glossary

<B>Glossary</B>

<B>Percent usage:</B> Percent of respondents who had done business with the specified airline in the past year

<B>Flexibility in negotiating transient pricing:</B> The airline's demonstrated ability to provide travel program discounts and soft dollar incentives for a preferred business travel buyer

<B>Flexibility in negotiating group pricing: </B>The airline's demonstrated ability to provide group travel discounts and soft dollar incentives for a preferred business travel buyer

<B>Flexibility in negotiating service and amenities: </B>The airline's demonstrated ability to provide a preferred business travel buyer with additional offerings for individual travelers inflight and at the airport

<B>Availability of VIP services:</B> The airline's demonstrated ability to provide senior managers, clients and very frequent flyers with customized and superior inflight and airport services

<B>Availability of timely and accurate flown revenue data:</B> The airline's demonstrated ability to provide business travel buyers with the most comprehensive airline spending information

<B>Complaint/problem resolution:</B> The airline's demonstrated ability to respond quickly and effectively to concerns expressed by both business travel buyers and corporate travelers

<B>Quality of airline communication:</B> Demonstrated performance in informing business travel buyers about changes in airline management, sales orientation and service

<B>Quality of sales rep visits:</B> Demonstrated performance in the productivity and frequency of meetings with local, regional, national and other airline representatives

<B>Empowerment of sales reps:</B> The demonstrated ability of airline representatives when talking with corporate and agency customers to negotiate agreements, offer options and make decisions regarding price and service

<B>Overall price value:</B> The perceived worth of an airline's fares versus its service levels

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