Demand for mercator's CRM & Loyalty solution, CRIS, continues to grow as airlines across the globe seek out ways to optimise business performance.

DUBAI, UAE - September 2011 - As airlines seek out new ways to profit in the ever changing landscape of air travel - mercator's customer relationship management solution CRIS, is helping carriers across the globe to effectively manage their loyalty programs and deliver measurable value to their bottom line.

With airline profits constantly being throttled by an ever-changing economic landscape of rising fuel costs and environmental regulations - loyalty programs are being strategically deployed to optimise business performance and gain market advantage. CRIS is the technology underpinning innovation and productivity gains within the loyalty landscape of many airlines world-wide.

Not only is CRIS used by Emirates to manage its award-winning frequent flyer programme, Skywards, with a membership of 6,198,885 - CRIS is also used to manage the customer loyalty programs for other carriers including: Air Astana, Air Nigeria, Air Niugini, Cyprus Airways and Jet Airways. In total, CRIS supports a collective membership network of more than 16 million across its customer base.

Airlines are migrating from their existing technology and adopting CRIS to manage their reward schemes. SriLankan Airlines, the national airline of Sri Lanka, was the latest carrier to switch from a competing product to CRIS for its frequent flyer program, FlySmiles.

This year marks the tenth year that Philippine Airlines have been managing Mabuhay Miles using CRIS; while Kuwait Airways have just recently signed.

Hamad Abdullatif Al-Falah, Chief Executive Officer, Kuwait Airways said "We have adopted mercator's CRIS to positively impact near-term sales and long-term business growth. We are looking to achieve true brand loyalty and customer advocacy from our frequent flyer program, Oasis Club. We will know we are on the right path when customers display a high relative attitude toward our brand exhibited through repurchase behavior."

Duncan Alexander, Vice President, mercator said "The continued success of CRIS in the highly competitive market is due to the system's enhanced capabilities. CRIS enables customer relationship management and loyalty programs to be managed in a single integrated system. The solution also provides airlines with intelligence based on a complete, holistic view of their customers. This insight is being used for decision-making that is enabling airlines to differentiate themselves from the competition; and better respond to the needs of their own customers."

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• Rolf Eichenberger to become CEO, mercator Asia
• Roland Heller to become Managing Director and Head of Development, mercator Asia
• Thomas Jaeger appointed as Head of Product Management, mercator Asia
• Patrick I'Anson to resume duties as Technical Operations Manager, Emirates Group IT

LONDON-20 September 2011-World Low Cost Congress - mercator, the commercial arm of Emirates Group IT, announced today that Rolf Eichenberger will replace Roland Heller as Chief Executive Officer, mercator Asia.

Heller, who founded the company before it was acquired by mercator, will transition out of the day-to-day operations of the business and will focus on product development and technology strategy. As Head of Development, Heller will continue to lend his expertise as a member of the senior executive team. Furthermore, the mercator Asia Board of Directors will appoint Roland Heller as a Director on the Board through election at the next general shareholder assembly.

Together, Heller, Eichenberger and newly appointed Head of Product Management, Thomas Jaeger, will form the executive management team of mercator Asia; assuming responsibility for the strategic and operational aspects of the business. Chief Operating Officer Patrick I'Anson will leave the mercator Asia team and resume his previous position as Technical Operations Manager of the Emirates Group's IT division based in Dubai.

"It is an absolute pleasure for me to join this great team at mercator Asia. I'm very lucky to take over the role of Chief Executive Officer of such a well-positioned company with its industry-leading product, Avantik," said Rolf Eichenberger. "mercator Asia has a bright future, and together with Roland, Thomas, and the whole crew of already more than 60 people, we plan to take the company to the next level for the benefit and support of our valued customers. Ensuring their success will become our success."

"The changes in mercator Asia's leadership and operational structure will enable us to continue to deliver product and service excellence to our international client base. The level of skill, competency and experience of the new leadership team will put the business in good stead as it continues to undergo rapid growth," said Patrick Naef, Divisional Senior Vice President Emirates Group IT and Head of mercator.

The mercator Asia Board is comprised of:
- Nigel Hopkins, Executive Vice President Emirates Group (Service Departments)
- Patrick Naef, Divisional Senior Vice President Emirates Group IT & Head of mercator
- Roland Heller, Managing Director & Head of Development, mercator Asia

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