Continental Airlines Continental Airlines PetSafePetSafe ProgramProgram

Overview 2010

OverviewOverview

Continental’s PetSafe Program

How has it grown? Review previous years.

PetSafe Vans

Continental’s Pet Hotels in Houston & Newark

ContinentalContinental’’s s PetSafePetSafe ProgramProgramContinental moves 100% of our animals through the PetSafe program – the highest priority Cargo product on the aircraft:

Animals have a confirmed reservation and space is held aside (book at least 24 hours in advance)All animals move on an Air Waybill (international & domestic USA)All animals can be tracked on our website at www.cocargo.comStations are pre-alerted to animal bookings 1 day prior to transport for pre-planning and staging purposesPetSafe desk tracks each animal in the system for a positive verificationWe encourage pre-alerts of any special situations / sensitive animals/customers that are travelling

ContinentalContinental’’s s PetSafePetSafe ProgramProgramContinental shipped more than 110,000 animals last year.

Information about shipping animals can be found on Continental’s web site: http://www.continental.com/web/ en-us/content/Travel/animals/default.aspx.

ContinentalContinental’’s s PetSafePetSafe ProgramProgram1999 - 2010

• 768,440 = Total # of animals

• 196 = Total # of incidents

• 166 = Total # of incidents where CO had noresponsibility

• 30 = Total # of incidents CO responsible

ContinentalContinental’’s s PetSafePetSafe ProgramProgram

Recent PetSafe Awards and Recognition• IPATA’s Award of Excellence (2008)

• Animal Fair Magazine, Most Pet Friendly Airline (2008 and 2009)

• Pets.com, Airline of the Year (2009)

• President of Animal Transportation Association (2007-2010)

• Continental Board Member IATA’s LAPB

ContinentalContinental’’s s PetSafePetSafe ProgramProgram

Recent promotional activities– Participated with American Kennel Club (AKC) in

“Meet the Breeds” in NYC on Oct 17-18– Official carrier to the AKC Eukunuba

Championship Dog Show in December 2009 in Long Beach, California (LAX)

– Partnering with LaQuinta hotels on pet-friendly promotion

Partner Airlines– Joined the STAR Alliance October 2009, and will

begin to interline and cooperate more fully with United Airlines and Lufthansa (future).

ContinentalContinental’’s s PetSafePetSafe ProgramProgramContinental educates its employees and vendors about our policies, rules, and directives through

• Cargo manuals, after training has been completed• Company bulletins• Training programs – both in person at the station and

through interactive web-based training

New WBT Training launched world-wide • State-of-the-art delivery of training through interactive web-

based methods to every employee• Focus is on safety of the animal and proper handling• Extensive training for all Cargo and Ramp employees (CO

employees and vendors) world-wide• Completed by Sept 30, 2010

Safety First!Safety First!

Kennel Sizing Chart for Dogs and Cats

• Directs cargo agents to 9 C.F.R., to APHIS’ web site (available at co.com)

• Makes clear that no exceptionsmay be made to the checklist criteria

Safety First!Safety First!To prevent animal escapes and injuries, Continental now requires cargo agents to use releasable cable ties on plastic kennels.

Failure to use releasable cable ties must be reported up to the Senior Vice President level.

Checklist requires agents to verify that a minimum of 4 ties are used, one on each corner.

Will add mandatory requirement for zip ties to keep top and bottom of crates together.

Safety First!Safety First!

Keeping them cool in the summer!

And warm in the winter!

32+ PetSafe Vans in 12 USA & 2 Intl. cities!

StateState--ofof--thethe--Art Pet HotelsArt Pet Hotels

StateState--ofof--thethe--Art Pet HotelsArt Pet Hotels

•Boarding•Grooming •Pick-up delivery in the NYC area•34 runs at Terminal C (passenger departures level) Unlimited off-site capacity

•Boarding•Grooming •50 runs on airport property at CO Cargo’s warehouse•Additional capacity availableoffsite

Thank you!Thank you!

Contact PetSafe at

1-800-575-3335 (in the USA)

or +832-235-1541 (outside the USA)

PetSafe Review

January 1999 Thru May 2010

What is a Pet?

PetSafe Review  • Continental launched the PetSafe product in 1999• Senator Lautenberg of NJ introduced legislation which was included in the Safe Air Travel for Animals Act

• DOT reporting of incidents commenced May 2005• Results analyzed in February of 2010 (covering data from June 2005 to November 2009):– 237 incidents total (death, injury, permanent escape)– 58 deaths involved Brachycephallic breeds (32 males over 2 years of age)

– French Bulldogs, English Bulldogs, and Pugs top the list

PetSafe ReviewJan. 1999 Thru May 2010

• 768,440  =  Total # of animals

• 196          =   Total # of incidents

• 166          =  Total # of incidents where CO had noculpability

• 30          =  Total # of incidents where CO had culpability

PetSafe Review  Jan. 1999 Thru May 2010

0

20000

40000

60000

80000

100000

120000

1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009

Total Number of Animals

Total #

2010 Thru May = 35,768

PetSafe Review  Jan. 1999 Thru May 2010

0

20000

40000

60000

80000

100000

120000

1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009

Total Number of Animals

Total #

2010 Thru May = 35,768

PetSafe Review  Jan. 1999 Thru May 2010

Incidents by Fault

Note:    An invalid claim is one where CO had no culpability

PetSafe ReviewJan. 1999 Thru May 2010

Incidents by Animal Type / Reason

PetSafe Review  Aug. 2008 Thru May 2010

Corporate Direct Expenses(emergency care,necropsies,cremations)

PetSafe ReviewJan. 1999 Thru May 2010Canine Deaths by Breed 

Valid (culpability ‐ 12) Invalid (no culpability ‐ 101)

1 Chihuahua 1 Bichon Frise 1 Shar Pei 2 Cocker Spaniels

1 Chow 1 Brussels Griffon 1 Great Pyrenees 3 Shih Tzus

1 Bird Dog 1 Presa Canario 1 Dalmatian 5 Boston Terriers

1 Golden Retriever 1 Rottweiler 1 Miniature Pincher 5 Am. Staff/Pit bulls

1 Schnauzer 1 Poodle 1 Westie 6 Labs

1 Mutt 1 Maltipoo 2 Cane Corsos 6 Golden Retrievers

1 Poodle 1 Pekinese 2 Maltese 8 Yorkshire Terriers

1 Pug 1 Doberman 2 Aussie Shepherds 10 Pugs

2 Bulldogs 1 Chow 2 Pomeranians 13 Chihuahuas

2 Am. Staff/Pit bulls 1 English Foxhound 2 Boxers 17 Bulldogs

1 Wolfhound

Betsy the Rescued Bear

Transported aboard CO

from IAH-FRA and then via

truck to Bucharest, Romania (WSPA

Sanctuary)

Betsy the Rescued Bear

Betsy getting some much-needed cold

air while awaiting to

be loaded in Houston

(May 2010 -temps over 90 degrees)

Betsy the Rescued Bear

Betsy being loaded onto

the CO Plane in Houston.

She arrived safely and is doing great

today!

Rescues after Hurricane Katrina

Exceptions were made, but normally all pets must be in a proper kennel / crate.

No one wants to see this!

Customers must secure animals in

proper crates!

A Proper Crate is the Law!

NOT THIS ONE!

A Proper Crate is the Law!

YES! This is one…

Note:2 Accessible

Dishes, Labeling, Zip

Ties, Absorbent Material, etc.

Caring for Brachycephallic Breeds

Keep them cool and unstressed!

Animals must be Healthy!

There must be NO signs of

recent surgeries,

injuries, etc.

PetSafe Review  • Continental has implemented preventative measures

– Embargo Brachycephallic breeds over 20 lbs or 6 months of age

– Embargo “Dangerous Breeds” over 20 lbs or 6 months of age

– Enhance live animal acceptance procedures through WBT training and more detailed checklist

– Internal communication campaigns to promote awareness (posters/ramp and cargo specific)

– Implemented procedures to prevent escapes

Live Animal transportation

Live Animal Transportation

Berno Mulder, Nov 11 2010

Live Animal transportation

Some figuresYear

Data 2010Sum of Horses 2542Sum of Giraffes 54Sum of Tigers 12Sum of Rhinos 8Sum of Day old chicks (ULD) 240Sum of Tropical fish 36Sum of Pets 900Sum of Birds (incl. tropical birds) 1600Grand Total 5392

1

Live Animal transportationWays to transport animals….

2

Live Animal transportation

Processes & Organization• Specialized sales force for Live animals

– Close relation with Air France / KLM

• Livestock officer (Operational)– Overall shipment control– Monitor correctness and availability of documentation (Health

certificates / OK to forward / transit permits / veterinarian inspection)

– Monitor that qualified groom accompanies shipment (horses)– Supply / monitor sufficient and certified stalls / crates. – Train local staff (documentation / stall cleaning and collapsing)– Coordinate Live animal charters – Check temperature settings on board and during handling

• KLM Animal Hotel (AMS)– Specialized Ground Handling of animals 3

Live Animal transportation

Live animal ‘house’

Live animalsKLM Animal Hotel / handling agent

Live stock officer

Horses

- Grooms

- Stalls

- Messaging

- Shipment control- IATA LAR

- Pets

- Birds

- Baby chicks

- Wild animals

- Shipper attendant (option)

- Correct crating

4

Live Animal transportation

Incidents that could occur with Live animals• Animals deceasing prior or during flight

– Badly ill / pregnant animals (thorough check upon acceptance)– Calculated mortality rate (e.g. baby chicks 4%)

• Animals getting unrestless / ill– Horses tend to get aggressive sometimes and damage themselves

(a trained and experienced groom is vital)

• Decisions of Agricultural / health departments to delay / cancel shipments– Incorrect paperwork – Inspection reveals illness

• Delays during transportation– A contingency plan must be in place (Live stock coordinator)

• Expired documents• Limited transportation period etc

5

Live Animal transportation

Claims & Legalities• Claims Live animals from 2007-2010:

– Live chicks: shifting pallet / booking mistake.– Horses: medical expenses due to overheated horses during veterinary inspection– Rodents: A person stepped on a crate by accident. – Live tropical fish: Wrong temperature instruction on Notification to the Captain

• Montreal Convention 1999 / Montreal Protocol N.4– Article 18: ‘inherent quality or vice’

• General conditions The airline will not be liable for loss, damage or expense arising from

– Death due to natural causes or death or – Injury of an animal caused by the conduct of the animal itself or of other animals, – Nor for that caused or contributed to by the condition, nature or propensities of

the animal,– Or by the inability of the animal to withstand unavoidable changes in its physical

environment inherent in the Carriage.

6

Live Animal transportation

Claims handling & PreventionClaims Handling specifics:• Check condition animal upon acceptance • Check Ground handling / flight conditions (Flight report)• If needed have autopsy carried out• Be aware of emotional bond

Claims prevention:• Install a Live stock officer • ‘Build up’ procedures • Monitoring correct packaging (in conjunction with shipper/agent)• Train local staff (IATA LAR compliance)• Make sure sufficient and qualified grooms accompany shipments

(Flight report / code of conduct / trained)

7

Live Animal transportation

Thank you for your attention

Questions?8