CUSTOMER SERVICES PRESENTATION

ZODIAC SEATS FRANCE

Customerservices.sas@zodiacaerospace.com
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Summary
REFERENCE WORLDWIDE PRESENCE SUPPORT CENTERS ORGANIZATION PROCEDURE & CONTACTS INDEX
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Reference Airbus recognizes Zodiac Seats France

On April, 9th 2013, during the Hamburg Air Show, Zodiac Seats France received an Airbus Supplier Rating Award which expresses Airbus and worldwide customers 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
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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

2016

Three key criteria that need to be drastically improved.

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In the world
ZODIAC SEATS FRANCE, US & UK Supports Centers Beijing Gainsville Cwmbran Roissy Issoudun Toulouse Hamburg Hong Kong New Delhi Duba ZET Tunisie Manille ZSS Production Units Sao Paulo Repair station agreed by Zodiac Seats France and partners Zodiac Seats Support Center INDIA Project ZODIAC SEATS FRANCE & US Repair Stations

Atlanta ZSU Los Angeles

ZODIAC Seats in-service Fleet = 760 000 pax

customerservices.sas@zodiacaerospace.com SEATS
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Organization chart
Head of Customer Services
Dragonfly Support Chief Manager D. PAREDES

V. DUCAMIN

Business Development Director Strategic Support Contracts K. ABDENNADHER

Zodiac Seats France Customer services

Repair & Warranty Manager F. PORTALIER SHIPPING BACK OFFICE Support & Services Logistic Manager V. DUCAMIN CoE Legacy Spares ASSY V. DUCAMIN Product Support & Projects Manager G. BARON PRODUCT Support Retrofit PROGRAM Sup Refurbishment Support ENGINEERING Support Customer Support SPARES & Services Development Manager Support Centers & Fleet Managers
Support_am F. BERLAND Support_en C. CATASSO C. Cavasin

V. DUCAMIN
Partners / MRO / Lessors FRONT OFFICE
C. Dion

P. Perriot

PROCUREMENT F. Farineau PURCHASING A. El Hachimi PLANNERS

V. Ducamin

Support_as/es E. FIGAROL

STOCK FORECAST C. Cavasin

SERVICES CONTRACT / SALES FLEET Mgnt Coordination

Support_fe/

me/ au

NEW
AOG DESK
V. Ducamin

K. ABDENNADHER

TECHNICIANS C. Charbonnier

Support_fr T. BOURGEOIS Support_br

NEW

NEW

F. BERLAND

ZODIAC Services PARTNERS Support Centers

Support_ch / hk S. RUVIRA Support_Jap Open Position

customerservices.sas@zodiacaerospace.com SEATS
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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 MANAGER THIBAUT BOURGEOIS Thibaut.bourgeois@zodiacaerospace.com TECHNICAL SUPPORT KERIM YAMOUNI SBASTIEN ADAM PRODUCT SUPPORT G. BARON SALES
MANAGERS

S. MOULIN J.N. VACHER P. GHASARIAN

CUSTOMER SUPPORT REPRESENTATIVE SYLVAIN DUBUT BELGIUM FRANCE GUADELOUPE LUXEMBURG MARTINIQUE NETHERLANDS

support_fr.sas@zodiacaerospace.com

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

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South Europe
FLEET MANAGER ERIC FIGAROL Eric.figarol@zodiacaerospace.com TECHNICAL SUPPORT DIDIER BISMUTH GUILLAUME ROUBAUD

PRODUCT SUPPORT G. BARON

SALES MANAGER J.N. VACHER P. GHASARIAN

CUSTOMER SUPPORT REPRESENTATIVE ALGERIA ARMENIA BULGARIA CANARY ISLAND CORSICA CROATIA GREECE ITALY ISRAEL LIBYA MALTA MOROCCO MOLDAVA PORTUGAL SERBIA SPAIN TUNISIA SABINA HARNAGEA

support_es.sas@zodiacaerospace.com

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

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Western Europe
SUPPORT CENTER/ FLEET MANAGER THIBAUT BOURGEOIS Thibaut.bourgeois@zodiacaerospace.com TECHNICAL SUPPORT KERIM YAMOUNI SBASTIEN ADAM

PRODUCT SUPPORT G. BARON

SALES

MANAGERS

S. MOULIN J.N. VACHER P. GHASARIAN

CUSTOMER SUPPORT REPRESENTATIVE GREENLAND ICELAND IRELAND UNITED KINGDOM CLAUDIA GRIMM

support_we.sas@zodiacaerospace.com Phone : +33 2 54 03 95 48 Fax: + 33 2 54 03 95 08

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North East Europe

SUPPORT CENTER/ FLEET MANAGER CYRIL CATASSO Cyril.catasso@zodiacaerospace.com TECHNICAL SUPPORT MARCEL KAPPFER DAVID ARNDT ALEXIA FOELSCH PRODUCT SUPPORT G. BARON SALES
MANAGER

J.N. VACHER P. GHASARIAN

AUSTRIA CZECH REPUBLIC DENMARK ESTONIA FINLAND GERMANY HUNGARY

KAZAKHSTAN LATVIA LITHUANIA NORWAY POLAND ROMANIA

RUSSIA SLOVAKIA SLOVENIA SWEDEN SWITZERLAND UKRAINE

CUSTOMER SUPPORT REPRESENTATIVE MARIE CLAIRE TALBOT

support_en.sas@zodiacaerospace.com Phone : + 33 2 54 03 95 26 Fax: + 33 2 54 03 95 08

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Middle East
SUPPORT CENTER / FLEET MANAGER KARIM ABDENNADHER Karim.abdennadher@zodiacaerospace.com TECHNICAL SUPPORT MOHAMED CHANDAB EJAZ ISMAIL BILAL AL-AJAMI PRODUCT SUPPORT R. BRUN SALES
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

FAIZAN ALVI JONAH PACURSA

support_me.sas@zodiacaerospace.com Phone : + 971 4 2996 620 Fax: + 971 4 2996 619

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North America
FLEET MANAGER FRANOIS BERLAND Francois.berland@zodiacaerospace.com

TECHNICAL SUPPORT GUILLAUME BARON

PRODUCT SUPPORT M. BRUNET

SALES

MANAGER

E. HELFER

CUSTOMER SUPPORT REPRESENTATIVE SABINA HARNAGEA CANADA GREENLAND JAMAICA MEXICO USA VENEZUELA

support_am.sas@zodiacaerospace.com Phone : + 33 2 54 03 95 43 Fax: + 33 2 54 03 95 08

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South America
FLEET MANAGER FRANOIS BERLAND Francois.berland@zodiacaerospace.com

TECHNICAL SUPPORT GUILLAUME BARON PRODUCT SUPPORT M. BRUNET SALES

MANAGER

E. HELFER

CUSTOMER SUPPORT REPRESENTATIVE ARGENTINA BOLIVIA BRAZIL CHILE COLOMBIA ECUADOR FALKLANDS FRENCH GUYANA GUYANA ISLANDS PARAGUAY PERU SURINAME URUGUAY CLAUDIA GRIMM

support_br.sas@zodiacaerospace.com Phone : +33 2 54 03 95 48 Fax: + 33 2 54 03 95 08

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West & South Africa

FLEET MANAGER ERIC FIGAROL Eric.figarol@zodiacaerospace.com TECHNICAL SUPPORT DAVID LOZES CHRISTOPHE LAURENT RODOLPHE MENEGHETTI ALEXANDRE MARQUES PRODUCT SUPPORT R. BRUN SALES

MANAGER

P. GHASARIAN

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

LIBYA MADAGASCAR MAURITIUS NIGER SENEGAL SOUTH AFRICA ZAMBIA ZIMBABWE

CUSTOMER SUPPORT REPRESENTATIVE FRONT OFFICE MANAGER CLINE DION

support_as.sas@zodiacaerospace.com Phone : + 33 2 54 03 95 29 Fax: + 33 2 54 03 95 08

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Far East
SUPPORT CENTER / FLEET MANAGER KARIM ABDENNADHER Karim.abdennadher@zodiacaerospace.com TECHNICAL SUPPORT MOHAMED CHANDAB EJAZ ISMAIL BILAL AL-AJAMI PRODUCT SUPPORT G. BARON SALES
MANAGERS

F. BOUVIER C. ACCOLAS CUSTOMER SUPPORT REPRESENTATIVE FAIZAN ALVI

BRUNEI FIDJI ISLANDS INDONESIA JAPAN KOREA LAOS

MALAYSIA NEW CALEDONIA PHILIPPINES SINGAPORE THAILAND VIETNAM

JONAH PACURSA

support_fe.sas@zodiacaerospace.com Phone: + 971 4 2996 620 Fax: + 971 4 2996 619

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China & Hong Kong

SUPPORT CENTER/ FLEET MANAGER STPHANE RUVIRA Stephane.ruvira@zodiacaerospace.com TECHNICAL SUPPORT MARTIN XU PRODUCT SUPPORT G. BARON SALES
MANAGERS

F. BOUVIER J.N. VACHER

CUSTOMER SUPPORT REPRESENTATIVE JESLIN GOH CHINA TAIWAN HONG KONG ANNA TEO

support_ch.sas@zodiacaerospace.com Phone: +65 6579 2259 Fax: +65 6579 2231

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Australia
SUPPORT CENTER / FLEET MANAGER KARIM ABDENNADHER Karim.abdennadher@zodiacaerospace.com TECHNICAL SUPPORT MOHAMED CHANDAB EJAZ ISMAIL BILAL AL-AJAMI PRODUCT SUPPORT G. BARON SALES
MANAGERS

F. BOUVIER

CUSTOMER SUPPORT REPRESENTATIVE FAIZAN ALVI AUSTRALIA NEW ZEALAND TAHITI JONAH PACURSA

support_au.sas@zodiacaerospace.com 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 is to send the parts with an attached Repair Order to our Repair Station via your preferred courrier (Danzas, FedEx, DHL,...). ZODIAC SEATS FRANCE Repair department Rue Robert Marchal Snior 36100 ISSOUDUN France ZODIAC SEATS FRANCE c/o LOGAMER Zone dActivit Paris Nord 2 346 rue de la Belle Etoile 95700 ROISSY CDG France All questions regarding " ZODIAC SEATS FRANCE Commit Date Status" should be addressed as follows : ZODIAC SEATS FRANCE Attn : To your Customer Account Repair Relationship E-mail : repair.sas@zodiacaerosapce.com And copy : Francis PORTALIER Repair Station Manager E-mail : francis.portalier@zodiacaerospace.com

You are required to transmit the shipping information at time of shipment to : - To your Customer Account repair Relationship - Upon receipt, "Receiving Acknowledgment" information concerning your shipment will be forwarded to you by LOGAMER. -Parts are transferred from LOGAMER Paris to our Repair Station by our daily ZODIAC SEATS FRANCE shuttle (on working days only). In addition, "shipping information" concerning your delivery will be forwarded to you by LOGAMER. SEATS
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Return of material process

Rules: Any return of parts should be requested within 6 months from date of delivery. Once this leadtime is over, the parts will not be accepted by Zodiac 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 process with the return of the goods at Zodiac Seats Frances cost. Copy of all paperworks (Tracking sheet EASA Form1, Delivery Note) must be kept by customers as they need to be enclosed in the returned parcel. IMPORTANT : If the above mentionned process is not followed, Zodiac Seats France will not satisfy the request. For any RMA request, the following information must be mentioned:
Customer order number Invoice number Delivery note number EASA Form 1

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Contact us
Warranty department One address for any request: warranty.sas@zodiacaerospace.com 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 back to ZODIAC SEATS FRANCE, please use the following address : ZODIAC SEATS FRANCE - WARRANTY DEPARTMENT ZI La Limoise rue Robert Marechal Senior 36100 Issoudun - FRANCE One AOG communication line Any request must be sent by e-mail to your usual Customer Support Representative and always copy: aog.sas@zodiacaerospace.com customerservices.sas@zodiacaerospace.com Phone : +33 6 70 65 95 97 Fax : +33 2 54 03 95 08 A.O.G parts shall be defined by ZODIAC SEATS FRANCE, and shall mean parts deliverable within 48 hours from receipt of the order (cf GTS). SEATS
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Product support Any request concerning CMM, SB or any issue on product suppport, please contact.
Carole.margot@zodiacaerospace.com

And copy
Customerservices.sas@zodiacaerospace.com

For any other information ZODIAC SEATS FRANCE Rue Robert Marchal Senior - Z.I. La Limoise - 36100 Issoudun - FRANCE Phone : + 33 2 54 03 39 39 Fax : + 33 2 54 03 39 00 Site : www.sicma.zodiacaerospace.com E-mail :
customerservices.sas@zodiacaerospace.com

Index

A B

Algeria Angola Argentina Armenia Australia Austria Azerbaijan Bahrein Belgium Botsawana Brazil Brunei Bulgaria Burkina Faso Burma

support_es.sas@zodiacaerospace.com support_as.sas@zodiacaerospace.com support_br.sas@zodiacaerospace.com support_es.sas@zodiacaerospace.com support_au.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_fr.sas@zodiacaerospace.com support_as.sas@zodiacaerospace.com support_br.sas@zodiacaerospace.com support_fe.sas@zodiacaerospace.com support_es.sas@zodiacaerospace.com support_as.sas@zodiacaerospace.com support_fe.sas@zodiacaerospace.com

support_ch.sas@zodiacaerospace.com China support_as.sas@zodiacaerospace.com Congo support_es.sas@zodiacaerospace.com Croatia support_me.sas@zodiacaerospace.com Cyprus Czech Republic support_en.sas@zodiacaerospace.com

D E F G

Denmark Egypt England Estonia Ethiopia Finland France Gabon Georgia Germany Greece Greenland Guadeloupe

support_en.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com Support_we.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_fr.sas@zodiacaerospace.com support_as.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_es.sas@zodiacaerospace.com Support_we.sas@zodiacaerospace.com support_fr.sas@zodiacaerospace.com

Cameroon support_as.sas@zodiacaerospace.com Canada support_am.sas@zodiacaerospace.com Canary Island support_es.sas@zodiacaerospace.com Cape Verde support_as.sas@zodiacaerospace.com Chile support_br.sas@zodiacaerospace.com

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Index

H I

Hong Kong Hungary Iceland India Indonesia Iran Ireland Islands Israel Italy Ivory Coast Jamaica Japan Jordan Kenya Korea Kuwait

support_ch.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com Support_we.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_fe.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_we.sas@zodiacaerospace.com support_fe.sas@zodiacaerospace.com support_es.sas@zodiacaerospace.com support_es.sas@zodiacaerospace.com support_as.sas@zodiacaerospace.com support_am.sas@zodiacaerospace.com support_fe.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_fe.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com

L M

Laos Latvia Lebanon Libya Lithuania Luxembourg Madagascar Malaysia Malta Morocco Martinique Mauritius Mexico Moldavia Netherlands New Caledonia New zealand Niger Norway Oman

support_fe.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_es.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_fr.sas@zodiacaerospace.com support_as.sas@zodiacaerospace.com support_fe.sas@zodiacaerospace.com support_es.sas@zodiacaerospace.com support_es.sas@zodiacaerospace.com support_fr.sas@zodiacaerospace.com support_as.sas@zodiacaerospace.com support_am.sas@zodiacaerospace.com support_es.sas@zodiacaerospace.com support_fr.sas@zodiacaerospace.com support_fe.sas@zodiacaerospace.com support_au.sas@zodiacaerospace.com support_as.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com

J K

N O

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Index

P Q R S

Pakistan Philipines Poland Portugal Qatar Roumania Russia Saudi Arabia Senegal Serbia Singapore Slovakia Slovenia South Africa Spain Sri Lanka Sudan Sweden Switzerland Syria

support_me.sas@zodiacaerospace.com support_fe.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_es.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_as.sas@zodiacaerospace.com support_es.sas@zodiacaerospace.com support_fe.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_as.sas@zodiacaerospace.com support_es.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com

T U V Y Z

Tahiti Taiwan Thailand Tunisia Turkey Turkmenistan UEA UK Ukraine Uruguay USA Venezuela Vietnam Yemen Zambia Zimbabwe

support_au.sas@zodiacaerospace.com support_ch.sas@zodiacaerospace.com support_fe.sas@zodiacaerospace.com support_es.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_we.sas@zodiacaerospace.com support_en.sas@zodiacaerospace.com support_br.sas@zodiacaerospace.com support_am.sas@zodiacaerospace.com support_am.sas@zodiacaerospace.com support_fe.sas@zodiacaerospace.com support_me.sas@zodiacaerospace.com support_as.sas@zodiacaerospace.com support_as.sas@zodiacaerospace.com

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