Overview. Continental s PetSafe Program. How has it grown? Review previous years. PetSafe Vans. Continental s Pet Hotels in Houston & Newark

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1 Continental Airlines PetSafe Program Overview 2010

2 Overview Continental s PetSafe Program How has it grown? Review previous years. PetSafe Vans Continental s Pet Hotels in Houston & Newark

3 Continental s PetSafe Program Continental 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 Stations are pre-alerted to animal bookings 1 day prior to transport for pre-planning and staging purposes PetSafe desk tracks each animal in the system for a positive verification We encourage pre-alerts of any special situations / sensitive animals/customers that are travelling

4 Continental s PetSafe Program Continental shipped more than 110,000 animals last year. Information about shipping animals can be found on Continental s web site: enus/content/travel/animals/default.aspx.

5 Continental s PetSafe Program ,440 = Total # of animals 196 = Total # of incidents 166 = Total # of incidents where CO had no responsibility 30 = Total # of incidents CO responsible

6 Continental s PetSafe Program 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 ( ) Continental Board Member IATA s LAPB

7 Continental s PetSafe Program Recent promotional activities Participated with American Kennel Club (AKC) in Meet the Breeds in NYC on Oct 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).

8 Continental s PetSafe Program Continental 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 webbased 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

9 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 exceptions may be made to the checklist criteria

10 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.

11 Safety First! Keeping them cool in the summer! And warm in the winter! 32+ PetSafe Vans in 12 USA & 2 Intl. cities!

12 State-of of-the-art Pet Hotels

13 State-of of-the-art Pet Hotels Boarding Grooming 50 runs on airport property at CO Cargo s warehouse Additional capacity available offsite Boarding Grooming Pick-up delivery in the NYC area 34 runs at Terminal C (passenger departures level) Unlimited off-site capacity

14 Thank you! Contact PetSafe at (in the USA) or (outside the USA)

15 PetSafe Review January 1999 Thru May 2010

16 What is a Pet?

17 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

18 PetSafe Review Jan Thru May ,440 = Total # of animals 196 = Total # of incidents 166 = Total # of incidents where CO had no culpability 30 = Total # of incidents where CO had culpability

19 PetSafe Review Jan Thru May Total Number of Animals Total # Thru May = 35,768

20 PetSafe Review Jan Thru May Total Number of Animals Total # Thru May = 35,768

21 PetSafe Review Jan Thru May 2010 Incidents by Fault Note: An invalid claim is one where CO had no culpability

22 PetSafe Review Jan Thru May 2010 Incidents by Animal Type / Reason

23 PetSafe Review Aug Thru May 2010 Corporate Direct Expenses (emergency care,necropsies,cremations)

24 PetSafe Review Jan Thru May 2010 Canine 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

25 Transported aboard CO from IAH-FRA and then via truck to Bucharest, Romania (WSPA Sanctuary) Betsy the Rescued Bear

26 Betsy getting some muchneeded cold air while awaiting to be loaded in Houston (May temps over 90 degrees) Betsy the Rescued Bear

27 Betsy the Rescued Bear Betsy being loaded onto the CO Plane in Houston. She arrived safely and is doing great today!

28 Rescues after Hurricane Katrina Exceptions were made, but normally all pets must be in a proper kennel / crate.

29 No one wants to see this! Customers must secure animals in proper crates!

30 NOT THIS ONE! A Proper Crate is the Law!

31 A Proper Crate is the Law! YES! This is one Note: 2 Accessible Dishes, Labeling, Zip Ties, Absorbent Material, etc.

32 Caring for Brachycephallic Breeds Keep them cool and unstressed!

33 There must be NO signs of recent surgeries, injuries, etc. Animals must be Healthy!

34 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

36 Live Animal transportation Live Animal Transportation Berno Mulder, Nov

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

38 Live Animal transportation Ways to transport animals. 2

39 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

40 Live Animal transportation Live animal house Live animals KLM 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

41 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

42 Live Animal transportation Claims & Legalities Claims Live animals from : 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

43 Live Animal transportation Claims handling & Prevention Claims 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

44 Live Animal transportation Thank you for your attention Questions? 8

WELCOME TO GREAT LAKES AIRLINES CARGO

WELCOME TO GREAT LAKES AIRLINES CARGO Updated April 25, 2017 Table of Contents 1. Animal Shipments A. Procedures for Shippers B. Document Requirements C. Kennel Guidelines D. Temperature Restrictions E.