Zodiac Aerospace Seat Arrangements

CUSTOMER SERVICES PRESENTATION ZODIAC SEATS FRANCE

[email protected] SEATS

Summary REFERENCE ORLDW LDWIIDE PR PRESE ESENC NCE E WOR UPPO POR RT CE CENT NTER ERS S ORG RGAN ANIIZATI TIO ON SUP

PROCEDURE & CONTACTS INDEX SEATS

Reference – Airbus recognizes Zodiac Seats France On April, 9th 2013, during the Hamburg Air Show, Zodiac Seats France received an Airbus Suppli er Ratin g Award which expresses Airbus and worldwide customer’s recognition.

25 BFE cabin suppliers were assessed on three criteria

Providing continuously reliable associated technical support,

equipment

and

the

Effectiveness of operation services, benchmarked against the industry-leading Airbus supplier support standards, Customer feedback concerning cost of ownership.

Zodiac Seats France was awarded for “the most improved BFE customer support performance”. Indeed, our score has increased by 5,31 satisfaction points from 2012 (already +3,52pts in 2011) and we have gained 4 places in the cabin ranking.

This is an excellent return of investment rewarding the new Zodiac Seats France customer services organization and teams’ involvement. SEATS

Reference – Airbus supplier rating 2012 analysis Rate of answers equal and above 80 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 2009

2010

2011

2012

2013 SPARES

2014 FLEXIBILITY

2015 PRICING

Three key criteria that need to be drastically improved.

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2016

In the world ZODIAC SEATS FRANCE, US & UK Supports Centers Beijing Gainsville Atl anta ZSU Los Angeles

Cwmbran Roissy Issoudun Toulouse

Hamburg

Hong Kong

ZODIAC SEATS FRANCE & US Repair Station s

New Delhi Dubaï ZET Tunis ie Manille

Zodiac Seats Support Center INDIA Project

ZSS Production Units Sao Paulo Repair station agreed by Zodiac Seats France and partners

ZODIAC Seats in-service Fleet = 760 000 pax [email protected] SEATS

Organization chart Head of Customer Services V. DUCAMIN

Dragonfly Support Chief Manager D. PAREDES

Business Development Director Strategic Support Contracts

K. ABDENNADHER

Zodiac Seats France – Customer services Repair & Warranty Manager

Support & Services Logistic Manager

F. PORTALIER SHIPPING BACK OFFICE

CoE Legacy Spares ASSY

V. DUCAMIN

V. DUCAMIN

Product Support & Projects Manager

Customer Support SPARES & Services Development Manager

G. BARON

V. DUCAMIN

P. Perriot

PROCUREMENT F. Farineau

PRODUCT Support

C. Cavasin

PURCHASING A. El Hachi mi

Retrofit PROGRAM Sup

STOCK FORECAST C. Cavasin

PLANNERS

V. Ducamin

Refurbishment Support

Support Centers & Fleet Managers Support_ am F. BERLAND

Partners / MRO / Lessors FRONT OFFICE SERVICES

C. Dion

CONTRACT / SALES

NEW

Support_en C. CATASSO Support_as/es E. FIGAROL Support_ fe/

me/ au

K. ABDENNADHER

AOG DESK

V. Ducamin

TECHNICIANS C. Charbonnier

ENGINEERING Support NEW

FLEET Mgnt Coordination NEW

Support_fr T. BOURGEOIS Support_br

F. BERLAND ZODIAC Services

[email protected] SEATS

PARTNERS Support Centers

Support_ch / hk S. RUVIRA Support_Jap Open Position

BFE & SFE products BFE products : All products & services for passenger seats

Your main contact = your Zodiac Seats France Customer Support Representative (cf list p22,23 & 24). For any inquery, please do not hesitate to directly contact your dedicated Customer Support Representative at Zodiac Seats France.

SFE products : All products & services for CREW SEATS & ATR

ZODIAC SERVICES is directly supporting you for products & services called « SFE seats ». For any information regarding type of PN, please do not hesitate to directly contact your dedicated Customer Support Representative at Zodiac Services.

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Central Europe SUPPORT CENTER/ FLEET M ANAGER THIBAUT BOURGEOIS [email protected] TECHNICAL SUPPORT KERIM YAMOUNI SÉBASTIEN ADAM PRODUCT SUPPORT G. BARON

S ALES MANAGERS S. MOULIN J.N. VACHER P. GHASARIAN

CUSTOMER SUPPORT REPRESENTATIVE SYLVAIN DUBUT BELGIUM FRANCE GUADELOUPE

LUXEMBURG MARTINIQUE NETHERLANDS

[email protected]

Phone : + 33 2 54 03 95 27 Fax: + 33 2 54 03 95 08

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South Europe FLEET M ANAGER ERIC FIGAROL [email protected]

TECHNICAL SUPPORT DIDIER BISMUTH GUILLAUME ROUBAUD

PRODUCT SUPPORT G. BARON

ALGERIA ARMENIA BULGARIA CANARY ISLAND CORSICA CROATIA

GREECE ITALY ISRAEL LIBYA MALTA MOROCCO

S ALES MANAGER J.N. VACHER P. GHASARIAN

CUSTOMER SUPPORT REPRESENTATIVE MOLDAVA PORTUGAL SERBIA SPAIN TUNISIA

S ABINA H ARNAGEA

[email protected]

Phone : + 33 2 54 03 95 43 Fax: + 33 2 54 03 95 08

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Western Europe SUPPORT CENTER/ FLEET M ANAGER THIBAUT BOURGEOIS [email protected]

TECHNICAL SUPPORT KERIM YAMOUNI SÉBASTIEN ADAM PRODUCT SUPPORT G. BARON

GREENLAND ICELAND IRELAND UNITED KINGDOM

S ALES MANAGERS S. MOULIN J.N. VACHER P. GHASARIAN

CUSTOMER SUPPORT REPRESENTATIVE CLAUDIA GRIMM

[email protected] Phon e : +33 2 54 03 95 48 Fax: + 33 2 54 03 95 08

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North East Europe SUPPORT CENTER/ FLEET M ANAGER CYRIL CATASSO [email protected] TECHNICAL SUPPORT MARCEL KAPPFER DAVID ARNDT ALEXIA FOELSCH PRODUCT SUPPORT G. BARON

AUSTRIA CZECH REPUBLIC DENMARK ESTONIA FINLAND GERMANY HUNGARY

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KAZAKHSTAN LATVIA LITHUANIA NORWAY POLAND ROMANIA

RUSSIA SLOVAKIA SLOVENIA SWEDEN SWITZERLAND UKRAINE

S ALES MANAGER J.N. VACHER P. GHASARIAN

CUSTOMER SUPPORT REPRESENTATIVE M ARIE CLAIRE T ALBO T

[email protected] Phone : + 33 2 54 03 95 26 Fax: + 33 2 54 03 95 08

Middle East SUPPORT CENTER / FLEET M ANAGER KARIM ABDENNADHER [email protected]

TECHNICAL SUPPORT MOHAMED CHANDAB EJAZ ISMAIL BILAL AL-AJAMI PRODUCT SUPPORT R. BRUN

S ALES MANAGERS J. FOSSET P. GHASARIAN

CUSTOMER SUPPORT REPRESENTATIVE AZERBAIJAN BAHREIN BANGLADESH CYPRUS DJIBOUTI EGYPT ETHIOPIA GEORGIA INDIA

IRAN JORDAN KENYA KUWAIT LEBANON OMAN PAKISTAN QATAR SAUDI ARABIA

SRI LANKA SUDAN SYRIA TURQUEY TURKMENISTAN UEA UZBEKISTAN YEMEN

F AIZAN ALVI J ONAH P ACURSA

[email protected] Phone : + 971 4 2996 620 Fax: + 971 4 2996 619

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North America FLEET M ANAGER FRANÇOIS BERLAND [email protected]

TECHNICAL SUPPORT GUILLAUME BARON PRODUCT SUPPORT M. BRUNET

S ALES MANAGER E. HELFER

CUSTOMER SUPPORT REPRESENTATIVE S ABINA H ARNAGEA CANADA GREENLAND JAMAICA

MEXICO USA VENEZUELA


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South America FLEET M ANAGER FRANÇOIS BERLAND [email protected]

TECHNICAL SUPPORT GUILLAUME BARON PRODUCT SUPPORT M. BRUNET

S ALES MANAGER E. HELFER

CUSTOMER SUPPORT REPRESENTATIVE ARGENTINA BOLIVIA BRAZIL CHILE COLOMBIA ECUADOR FALKLANDS

FRENCH GUYANA GUYANA ISLANDS PARAGUAY PERU SURINAME URUGUAY

CLAUDIA GRIMM

[email protected] Phon e : +33 2 54 03 95 48 Fax: + 33 2 54 03 95 08

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West & South Africa FLEET M ANAGER ERIC FIGAROL [email protected] TECHNICAL SUPPORT DAVID LOZES CHRISTOPHE LAURENT RODOLPHE MENEGHETTI ALEXANDRE MARQUES PRODUCT SUPPORT R. BRUN

ANGOLA BOTSWANA BURKINA FASO CAMEROON CAPE VERDE CONGO KINSHASA GABON IVORY COAST

LIBYA MADAGASCAR MAURITIUS NIGER SENEGAL SOUTH AFRICA ZAMBIA ZIMBABWE

S ALES MANAGER P. GHASARIAN

CUSTOMER SUPPORT REPRESENTATIVE FRONT OFFICE M ANAGER CÉLINE DION


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Far East SUPPORT CENTER / FLEET M ANAGER KARIM ABDENNADHER [email protected] TECHNICAL SUPPORT MOHAMED CHANDAB EJAZ ISMAIL BILAL AL-AJAMI PRODUCT SUPPORT G. BARON

S ALES MANAGERS F. BOUVIER C. ACCOLAS

CUSTOMER SUPPORT REPRESENTATIVE F AIZAN ALVI BRUNEI FIDJI ISLANDS INDONESIA JAPAN KOREA LAOS

MALAYSIA NEW CALEDONIA PHILIPPINES SINGAPORE THAILAND VIETNAM

J ONAH P ACURSA

[email protected] Phone: + 971 4 2996 620 Fax: + 971 4 2996 619

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China & Hong Kong SUPPORT CENTER/ FLEET M ANAGER STÉPHANE RUVIRA [email protected] TECHNICAL SUPPORT MARTIN XU PRODUCT SUPPORT G. BARON

S ALES MANAGERS F. BOUVIER J.N. VACHER

CUSTOMER SUPPORT REPRESENTATIVE J ESLIN GOH ANNA TEO

CHINA TAIWAN HONG KONG

[email protected] Phone: +65 6579 2259 Fax: +65 6579 2231

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Australia SUPPORT CENTER / FLEET M ANAGER KARIM ABDENNADHER [email protected] TECHNICAL SUPPORT MOHAMED CHANDAB EJAZ ISMAIL BILAL AL-AJAMI PRODUCT SUPPORT G. BARON

S ALES MANAGERS F. BOUVIER

CUSTOMER SUPPORT REPRESENTATIVE F AIZAN ALVI AUSTRALIA NEW ZEALAND TAHITI

J ONAH P ACURSA

[email protected] Phone : + 971 4 2996 620 Fax: + 971 4 2996 619

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Shipping procedure for repair The procedure for our PART 145-154 Repair Station i s to send the p arts with an attached “Repair Order” to our Repair Station via your preferred courrier (Danzas, FedEx, DHL,...). ZODIACSEATSFRANCE Repair department Rue Robert Maréchal Sénior 36100ISSOUDUN France

ZODIACSEATSFRANCEc/o LOGAMER Zoned’ActivitéParis Nord2 346 rue de laBelle Etoile 95700ROISSYCDG France

You are required to transmit the shipp ing infor mation at time of shipment to : - To your CustomerAccount repair Relationship - Upon receipt, "Receiving Acknowledgment" information concerning your shipment will be forwarded to youby LOGAMER. -Parts are transferred from LOGAMER Paris to our Repair Station by our daily ZODIAC SEATSFRANCEshuttle (onworkingdays only). In addition, "shipping information" concerning your delivery will be forwarded to you by LOGAMER. SEATS

All questions regarding " ZODIAC SEATS FRANCE Commit Date Status" should beaddressed as follows : ZODIAC SEATS FRANCE Attn : To your Customer Account Repair Relationship E-mail : [email protected] And co py : Francis PORTALIER Repair Station Manager E-mail : [email protected]

Return of material process Rules: Any returnof parts shouldbe requested within6 months fromdateof delivery. Once thisleadtime is over, the parts will not beacceptedbyZodiac Seats France. A claim sheet, once filled in with customer claim details, must be sent to the dedicated customer support representative. If the return of the material is approved, customer will receive a tracking sheet with RMA# and all information needed to processwith the return of the goods at ZodiacSeats France’s cost.

Copy of all paperworks (Tracking sheet EASA Form1, Delivery Note) must be kept by customers astheyneedto be enclosedin the returnedparcel.

IMPORTANT : If the above mentionned process is not followed, Zodiac Seats France will not satisfy the request.

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For any RMA request, the fol lowing information must be mentioned: Customer order number Invoice number Delivery note number EASA Form 1

Contact us Warranty d epartment

Product support

Oneaddress for any request: [email protected]

Any request concerning CMM, SB or any issue on product suppport, please contact.

We guarantee to our customer an acknowledgement of receipt within 48 hours. The treatment of the request is ensured within one week. In case of parts to be sent backto ZODIACSEATSFRANCE, please use thefollowingaddress : ZODIACSEATSFRANCE- WARRANTYDEPARTMENT ZI LaLimoise – rue Robert Marechal Senior 36100 Issoudun - FRANCE

[email protected]

And copy [email protected]

One AOG communication line

For any other information

Any request must be sent by e-mail toyour usual Customer Support Representative and alwayscopy:

ZODIAC SEATS FRANCE

[email protected]

Rue Robert Maréchal Senior - Z.I. La Limoise- 36100 Issoudun - FRANCE

[email protected]

Phone : + 33 2 54 03 39 39

Phone : +33 6 70 65 95 97

Fax : + 33 2 54 03 39 00

Fax : +33 2 54 03 95 08

Site : www.sicma.zodiacaerospace.com

A.O.G parts shall be defined by ZODIAC SEATS FRANCE, and shall mean parts deliverable within48hours fromreceipt of theorder (cf GTS).

E-mail :

SEATS

[email protected]

Index Algeria Angola Argentina Armenia Australia Austria Azerbaijan

[email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected]

Bahrein [email protected] Belgium [email protected] Botsawana [email protected] Brazil [email protected] Brunei [email protected] Bulgaria [email protected] Burkina Faso [email protected] Burma [email protected] Cameroon [email protected] Canada [email protected] Canary Island [email protected] Cape Verde [email protected] Chile [email protected]

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China [email protected] Congo [email protected] Croatia [email protected] Cyprus [email protected] Czech Republic [email protected] Denmark

[email protected]

Egypt England Estonia

[email protected] [email protected] [email protected]

Ethiopia Finland France


Gabon Georgia Germany Greece Greenland Guadeloupe

[email protected] [email protected] [email protected] [email protected] [email protected] [email protected]

Index Hong Kong Hungary

[email protected] [email protected]

Iceland India Indonesia Iran Ireland Islands Israel Italy Ivory Coast

[email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected]

Jamaica Japan Jordan


Kenya Korea Kuwait


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Laos Latvia Lebanon Libya Lithuania Luxembourg


Madagascar Malaysia Malta Morocco Martinique Mauritius Mexico Moldavia

[email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected]

[email protected] Netherlands New Caledonia [email protected] [email protected] New zealand [email protected] Niger [email protected] Norway Oman

[email protected]

Index Pakistan Philipines Poland Portugal

[email protected] [email protected] [email protected] [email protected]

Qatar

[email protected]

Roumania Russia


Saudi Arabia Senegal Serbia Singapore Slovakia Slovenia South Africa Spain Sri Lanka Sudan Sweden Switzerland Syria

[email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected]

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Tahiti Taiwan Thailand Tunisia Turkey Turkmenistan


UEA UK Ukraine Uruguay USA

[email protected] [email protected] [email protected] [email protected] [email protected]

Venezuela Vietnam


Yemen

[email protected]

Zambia Zimbabwe


Zodiac Aerospace Seat Arrangements

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