787 Wi-Fi and ScooTV product Info

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787 Wi-Fi and ScooTV product Info 1. Wi- Fi and ScooTV Overview 2.

1 787 Wi-Fi and ScooTV product Info 1. Wi- Fi and ScooTV Overview Wi- Fi Introduc;on 3. Prepaid 787 Wi- Fi 4. BOB 787 Wi- Fi 5. Prepaid 787 ScooTV 6. Panasonic Wi- Fi / IFE crew handling guidelines onboard 8. Addi;onal Info 9. ScooTV Magazine 10. Wi- Fi codes (For CIC only) (Updated 02 Jan 2015) 1

1. Wi-Fi and ScooTV Overview Product 777 fleet 787 fleet Internal name Wi- Fi (Internet connec*vity) No Yes (Panasonic, Deutsche Telekom) exconnect / GCS ScooTV (Wireless streaming IFE) Yes (Gogo)

2 1. Wi-Fi and ScooTV Overview Product 777 fleet 787 fleet Internal name Wi- Fi (Internet connec*vity) No Yes (Panasonic, Deutsche Telekom) exconnect / GCS ScooTV (Wireless streaming IFE) Yes (Gogo) Yes (Panasonic) exw Wi- Fi and ScooTV are they the same product or different products? They are different products which require separate purchases However, they use the same hardware back- end Paxs access both services through the same ScootWiFi hotspot onboard and the same portal site 2

3 Wi-Fi product introduction Service AOer take- off, aoer Wi- Fi announcement is made Sessions Available in three *med sessions: 1hr, 3hr, 24hr No data usage limits within each session Session dura*on will run even if pax logs off temporarily Pax can con;nue surfing on his/her next eligible flight, if there is dura*on remaining Pricing USD11.95 (1hr) / USD16.95 (3hr) / USD21.95 (24hr) Same price for pre- purchases (Details via ) & onboard purchases (via Inflight portal) Pricing is determined by Panasonic, standard across all airlines Eligible flights All Scoot 787 flights All SIA ER flights equipped with Panasonic connec*vity No. of device limits Only 1 device can be logged on to a session at any *me You can log on using mul;ple devices but not concurrently Purchase channels Pre- paid (online & offline), up to 48hrs before departure Onboard (self service via inflight portal) Speed Minimum guarantee 12MB/s Speed is consistent throughout the aircrao. No. of paxs logged on or no. of aircrao in the same coverage will affect speed Speed of high- bandwidth users will be capped to ensure bandwidth for other paxs Blacklisted content Peer- to- peer sites, proxy anonymisers (VPNs) Video streaming is allowed, but user experience not guaranteed Connec;vity coverage Connec*vity available only when aircrao is above 10,000 _ No connec;vity over China airspace at the moment 3

4 Access instructions (as per inflight IFE guide) All users to follow these steps 1. If you are using a smartphone or tablet, make sure it is in Airplane or Flight mode. 2. Enable Wi- Fi on your device. 3. Select scootwifi network. 4. Launch your browser to load the Scoot inflight portal. 5. If the Scoot inflight portal does not load, type in the web address. 6. Click on the Get Wi- Fi! tab in the inflight portal to go to the HotSpot page. Pre- purchased or complimentary access card paxs, con;nue these steps: Enter your username & password in the HotSpot Login box and click Connect. You are now online! Onboard purchase paxs, con;nue these steps: If you re a new user, click Buy Now and create a user account. If you re a returning user with an exis*ng HotSpot account (created previously), enter your HotSpot login informa*on. Make your payment by credit card. Mastercard, Visa, American Express, Diners Club, JCB and China UnionPay are accepted. You re now online!

Inflight Portal Wi-Fi landing page 1 2 1.

5 Inflight Portal Wi-Fi landing page Pre- purchased/access cards login here 2. Onboard purchase click here

3. Prepaid 787 Wi-Fi SSR codes WF01, WF03, WF24 for 1hr, 3hr, 24hr sessions respec*vely Pricing Price & session is per pax per flight segment Informa;on to Passenger Pax

Fi when you fly! Wi- Fi cards will be uplioed for crew to give to pre- purchased paxs in excep;onal scenarios. Please VR when prepaid cards are given out.

6 3. Prepaid 787 Wi-Fi SSR codes WF01, WF03, WF24 for 1hr, 3hr, 24hr sessions respec*vely Pricing Price & session is per pax per flight segment Informa;on to Passenger Pax will receive separate within 24 hours with login username/password & instruc*ons clearly states Please print or save this so you will be able to access Wi- Fi when you fly! Wi- Fi cards will be uplioed for crew to give to pre- purchased paxs in excep;onal scenarios. Please VR when prepaid cards are given out. Pending crew feedback, we will assess whether to discon*nue the cards. Addi;onal informa;on China flights are not eligible for pre- purchase (Due to connec*vity restric*ons over China airspace) 6

7 Prepaid 787 Wi-Fi- Log in Details on Inflight Portal 1. Turn on Wi- Fi, select scootwifi network and launch your browser 2. Click on the Get on Wi- Fi now! homepage banner or Get Wi- Fi tab. User will be directed to the Wi- Fi payment page. 3. Enter the session username & password in the HotSpot Login box, then click Connect 4. User will automa*cally be connected

homepage banner or Get Wi- Fi tab. User will be directed to the Wi- Fi payment page. 3.

8 4. BOB 787 Wi-Fi- Log in Details on Inflight Portal 1. Turn on Wi- Fi, select scootwifi network and launch your browser 2. Click on the Get on Wi- Fi now! homepage banner or Get Wi- Fi tab. User will be directed to the Wi- Fi payment page. 3. Click on Buy Now. User will be directed to the list of available sessions. 4. Click on the preferred session Click on these to access Wi- Fi payment page 8

9 BOB 787 Wi-Fi- Log in Details on Inflight Portal 4. User will need to set up a new HotSpot account or log into an exis*ng account created on a previous flight. HotSpot accounts are valid for 6 months from the last ac*ve session. Login to exis;ng account Create new account 9

10 BOB 787 Wi-Fi- Log in Details on Inflight Portal 5. Fill in personal data (only , name, residence country are mandatory). 6. Review purchase & personal details and make final changes. Click Buy Now

11 BOB 787 Wi-Fi- Log in Details on Inflight Portal 7. Enter credit card details. Click Purchase Now. 8. User is now online, and will be directed to flyscoot.com when clicking Start Surfing

12 Welcome page (for both pre- & onboard purchases) Customised marke;ng links for Scoot

13 Customer Contact info Customer contact info is accessible via Contact link on the top right of every page Pre- purchase paxs should contact Scoot Call Centre Onboard purchase paxs should contact HotSpot Customer Care Centre

14 Inflight portal Things to note Paxs DO NOT need to pay for Wi- Fi access to surf content hosted within the portal site. They only need to pay if they wish to surf whatever they want on the Internet. The URL only works inflight, not on the ground Loads when pax opens browser on the device. Or else, pax can enter above URL. Portal design is responsive to mobile devise screen sizes Available languages English, Simplified Chinese, Japanese Content hosted within the portal site Des*na*on guide Sta*c text info Car rentals Paxs are directed to whitelabel site to book car rentals Inflight menu Full F&B menu is hosted on portal Duty- free Selected product & promo*ons upsell About Scoot Sta*c text info Membership sign- up Directed to flyscoot.com signup page Help & FAQs More product info on Wi- F Homepage ad banners For Scoot product upsell or for 3 rd party ads

15 ScooTV ScooTV will re- launch on 787 in March 2015, to be available for onboard purchase only Customers cannot pre- purchase ScooTV if they book 787 flights depar*ng next year. This is already blocked in the booking engine. For ScootBiz or pre- exis*ng IFES prepaid paxs, crew are advised to: Refer paxs to Call Centre for service recovery (Call Centre to provide service recovery for valid cases) Issue $5 F&B service recovery voucher on case- by- case basis to manage excep*onal paxs 15

6. Checking & controlling connectivity status in Panasonic 1. Tap on COMM tab 2. Ensure Wi- Fi is ON this enables the inflight wireless environment 3.

16 6. Checking & controlling connectivity status in Panasonic 1. Tap on COMM tab 2. Ensure Wi- Fi is ON this enables the inflight wireless environment 3. Ensure Internet Access is ON this enables true Internet connec*vity 2 3 Note: If Wi- Fi is ON but Internet Access is OFF, users can browse the the inflight portal site but will not be able to pay for and surf the Internet 1 16

17 Wi-Fi / IFE crew handling guidelines onboard Issue Pre- paid paxs who did not print Wi- Fi login Wi- Fi connec;vity is down / Portal is not working Paxs has issues with HotSpot page / onboard payment ScootBiz paxs or exis;ng IFES pre- paid paxs Handling 1. Suggest paxs to find the in their device app 2. Do not offer access card 3. If paxs remain unreasonable, verify boarding pass or i*nerary for their pre- purchased Wi- Fi session, and offer them the corresponding access card 4. Record VR include PNR & Wi- Fi session dura*on 1. Do not offer access card as service recovery 2. Advise paxs to contact relevant call centre for refund 1. Advise paxs to contact HotSpot call centre by phone or 1. No ScooTV on 787; the re- launch is delayed 2. Advise In excep*onal cases, offer $5 F&B service recovery voucher to manage isolated paxs 3. Pax to approach call centre for service recovery 17

18 Customer service contact points for 787 Wi-Fi Paxs have 2 possible contact points: Scoot call centre & HotSpot call centre Contact point Scoot call centre HotSpot call centre (English & German language support) Issue 1. Pre- paid Wi- Fi purchase refund request 2. Enquire pre- paid Wi- Fi login details 3. General Wi- Fi product feedback or complaint 4. Onboard Wi- Fi purchase refund request 5. HotSpot page usability issues 6. Onboard Wi- Fi payment issues feedback or complaint 18

19 Paxs can access contact details onboard 1. On the Wi- Fi payment page, click Contact on the top right side 2. Contact details will display. Note: Paxs may write inflight, but if they do not have paid Wi- Fi access, the will not send out un*l they re- connect to ground Internet post- flight 19

8. Additional Info: Inflight portal site www.scootwifi.

20 8. Additional Info: Inflight portal site Only accessible inflight Loads automa*cally when pax opens browser on any device Site languages English Simplified Chinese Japanese Available free content for paxs Des*na*on guide Book car rentals Inflight menu Duty- free upsell About Scoot membership sign- up Adap%ve design for different screen sizes 20

21 Prepaid Wi-Fi From Flyscoot website and Pax confirmation Screenshot of Wi- Fi booking module on online booking engine 21

22 9. ScooTV Magazine Magazine back cover 2 pages of Wi- Fi service instruc*ons Instruc*ons available in English, Chinese, Japanese 22

23 10. Wi-Fi codes (For CIC only) There will be 15 min Wi-Fi sessions for crew use with valid reason These sessions will be charged when it is utilize The user name and password will be the TL/CIC and CLs dropbox For each session utilized, please raise VR and indicate reason for using the session Usage of Wi-Fi code will be same as prepaid 23

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