Investor Presentaiton

Driving Higher Customer Satisfaction Utilizing direct customer feedback • Over 10 million surveys • Airports and on-board experience Real-time alerts Accountability • • • Service recovery from disruptions Technology enhancements "Need Help" service centers First point of contact compensation Real-time social media NEED HELP? 63% reduction in DOT complaints Note: Reduction in DOT complaints is for YTD October 2012 vs. 2010 INFORMATION ▲ DELTA NEED HELP? O HELP? 29

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