Carlson Wagonlit Travel is a global leader specializing in business travel management. The company is dedicated to helping companies of all sizes, as well as government institutions and non-governmental organizations, optimize their travel programs and provide best-in-class service and assistance to travelers.

1. A Comprehensive Approach to EFFECTIVE TRAVEL MANAGEMENT 2009

2. Business Travel Today
Business travel continues to play an important part in building relationships and driving growth.
There is simply no better substitute for a firm handshake or an encouraging pat on the back.
Nevertheless, business travel is under closer scrutiny than ever before. Value has become the
recurring theme.
Every business trip must generate concrete results in keeping with well-defined objectives.
Consequently, travel programs are continuously monitored and ongoing program optimization
an absolute.
Greater savings are only part of the mandate. Service and security remain important imperatives
and decreasing travel’s impact on the environment is on everybody’s “Must Do” list. Furthermore,
today’s business travel market is highly complex and constantly changing.
How then can organizations today effectively manage their travel programs?
One sure way is by working with a travel management company who truly understands their
needs and challenges and is consistently on top of market trends and best practices.
Carlson Wagonlit Travel (CWT) is just that company. As a global leader specializing in business
travel management, we are focused on helping clients derive greater value from their travel
programs. To that end, we have the people, processes, products and services our clients need
to optimize their business travel.
CWT knows that making the most of business travel can mean big returns for companies and
their travelers.
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3. Contents
About Carlson Wagonlit Travel .................................................................4 Corporate Social Responsibility ...........................................................18
Message from Douglas Anderson, President & CEO.......................5 Core Values Guiding CWT ......................................................................20
Eight Key Levers to Effective Travel Management ...........................6 CWT Travel Management Institute.......................................................21
CWT Products and Services .....................................................................8 The CWT Executive Team .......................................................................22
Traveler & Transaction Services .................................................10
Worldwide Presence.................................................................................23
Program Optimization..................................................................12
Safety & Security ............................................................................14
Meetings & Events.........................................................................16
Carlson Wagonlit Travel is committed to promoting environmental sustainability. This document
was printed on 100% recycled paper. We used no-glue binding for cleaner production.
3

4. About Carlson Wagonlit Travel
Carlson Wagonlit Travel is a global leader specializing in business travel management. The company is dedicated to helping companies of all sizes, as well as government
institutions and non-governmental organizations, optimize their travel programs and provide best-in-class service and assistance to travelers.
By leveraging the talents and know-how of its people and providing leading-edge technology, CWT helps clients around the world drive savings while delivering service
and enhancing security and sustainability.
CWT sales volume
Actual at current exchange rates,
CWT at a glance* including joint ventures (US$ billion)
Present in more than 150 countries and territories
22,000 employees 27.8
26.0*
A diverse client portfolio of large corporations, small and mid-size
companies, and government institutions. Clients include more than
half of the Fortune Global 100 companies. 19.6
55 million on- and offline transactions
US$ billion
US$27.8 billion in sales generated by wholly owned operations
and joint ventures
U
A global leader:
Number one in Europe, Asia Pacific and Latin America
Number two in North America
* 2008 figures
2006 2007 2008
* 2007 traffic restated for additional hotel and car volume in North America
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5. Message from Douglas Anderson
President & CEO
At Carlson Wagonlit Travel, we are proud of our success. But we also know that being an industry leader brings tremendous responsibility. Meeting
the needs of our clients with integrity and know-how is a deep-rooted conviction we all share.
We at CWT are privileged to work with clients in all business sectors as well as government and non-governmental organizations. Although many
of our clients are among the biggest and best-known corporations in the world, we take great pride in successfully delivering effective travel
management to small and mid-size companies as well. Working hand in hand with our clients to truly understand their business needs and help
them realize their objectives through flexible solutions is what sets CWT apart.
CWT has a multicultural team of people working around the world. Their strong sense of engagement and their expertise have contributed significantly to our clients’
satisfaction and loyalty. Our job is made easier thanks to the industry suppliers and business partners with whom we work. Like us, they are committed to client care
and excellence.
Our shareholders are global leaders in their own right. Their unwavering support has helped CWT pave the way in a fast-changing, complex environment. By being
innovative and resourceful in all aspects of our business, we have continued to deliver added value to our clients, employees and shareholders alike.
Looking ahead, CWT is well positioned to maintain its global leadership and successfully address the challenges before us. Our strategy is focused and our priorities
clear. In addition, we offer the finest products and services in our industry. In a world without boundaries, we have a vast geographic presence and hard-working people
who are among the best in their field. Our history of longstanding client relationships also bodes well for the future. But we are never complacent. Every day, we seek
higher levels of performance that will benefit not only our clients but our industry at large.
This brochure provides a glimpse into CWT and its activity. I trust those of you who know us well will find yourselves in familiar surroundings. If you have not yet
discovered our company, I hope this information will be of relevance and encourage you to get to know us better.
“Every day, we seek higher levels of performance that will benefit
our clients and the industry at large.
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6. Eight Key Levers to Effective Travel Management
In a complex, fast-changing environment, Carlson Wagonlit Travel works closely with
clients to help them identify their priorities and optimize their travel programs. This means
greater value in terms of safety, service and security for companies and their travelers.
Sustainability is also a key factor in the equation. Today, by mitigating business travel’s
impact on the environment, companies can help shape the future.
The eight key levers to effective travel management are at the heart of every
well-managed travel program. They provide a robust framework from which to work
and succeed. To that end, the CWT Travel Management Institute conducts in-depth
research into the underlying principles of effective travel management and identifies best
practices companies can implement with the help of CWT.
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7. Provide the right services and assistance to travelers and Further consolidate travel programs. By bringing the
optimize transaction processing. Online booking tools for components of a travel program together on a local, regional or
simple transactions, coupled with expert travel counselors at the global level, companies can save up to 20 percent of total travel
point of sale for complex itineraries and special services, drive spend and enhance service and security. A standardized travel
savings and increase traveler satisfaction and productivity. policy, consistent booking and fulfillment processes, and
consolidated sourcing that includes just one travel management
Tackle hotel spend. Representing 30-40 percent of a total travel company are keys to success.
budget, hotel spend is often less carefully managed than air spend.
Establishing and closely monitoring a preferred hotel program that Address security and corporate social responsibility.
travelers adhere to provides greater leverage for negotiations. A company’s duty of care applies to employees as well as the
Security is also enhanced when travelers comply with a well- environment in which they operate. For starters, this means
designed program that meets their business needs. successfully managing the risks associated with business travel,
practicing responsible procurement and reducing their carbon
Continue to drive air and ground transportation savings. footprint.
Optimized sourcing and changes in traveler behavior can lead to
greater savings. Negotiating with a limited number of preferred Integrate meetings and events into the travel program.
airlines and requiring travelers to book restricted fares at least two Meetings and events can represent 25-40 percent of a total travel
weeks in advance are two important means. Integrating rail into a and entertainment budget. By integrating them into their travel
travel program can also bring tangible results in terms of savings, programs and applying the principles of effective travel
traveler comfort and convenience, and reduced carbon dioxide management, companies can better control and optimize their
emissions. A well thought-out ground transportation program takes spend.
car rental, limousine, chauffer-driven “black car” and taxi services
into account too. Develop actionable dashboards and performance measures.
Without relevant performance indicators and consolidated data
Increase policy compliance and optimize demand delivered in a timely, accurate, easy-to-use fashion, it is impossible to
management. Together, a well-designed travel policy and strict evaluate a travel program and implement corrective measures where
compliance can generate savings of on average 20 percent of total needed.
travel spend.1 Mandates must be clear and compliance strictly
enforced in five main areas: advance air booking, restricted
airfares, preferred suppliers, traveler comfort (authorized air
class/hotel category), and preferred booking channels. Demand
management offers another way to control costs by aligning travel
with business needs. To that end, some trips may be replaced with
alternatives such as teleconferencing to reach the same objectives.
Adjusting the travel policy, increasing compliance and monitoring
performance indicators also help optimize the quantity, frequency
and specifications of travel for better demand management.
1
Playing by the Rules: Optimizing Travel Policy and Compliance, CWT Travel Management Institute, 2008.
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8. CWT Products and Services
CWT offers flexible solutions that generate value for companies of all sizes. Working
closely with clients to fully understand their goals, CWT provides products and services
that balance and meet the needs of travel managers, business travelers, procurement
professionals and C-level executives. CWT leverages its global footprint and innovative
technology with best-in-class tools to help clients around the world maximize the
effectiveness and value of their travel programs while providing consistent and
dependable service to their travelers. As new trends emerge and clients’ needs
change, CWT uses its expertise to constantly evolve its products to provide innovative,
results-driven solutions.
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9. CWT products and services meet your varied needs
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10. With more than 18,000 skillfully trained counselors, CWT offers best-in-class traveler services, booking assistance and optimized transaction processing.
CWT recognizes that clients have different travel management needs. Therefore, driving online adoption and effectively managing complex offline
our services can be adapted to ensure your specific requirements are fulfilled bookings. Booking through CWT also provides efficient access to the most
successfully. No matter the request, CWT can help companies identify and competitive hotel rates—negotiated by you and/or by us. Additional traveler
implement service configurations that increase savings and enhance service to services—mobile alerts, VIP assistance, customer satisfaction monitoring and
best meet your travelers’ needs. For example, using a CWT Fulfillment Center can around-the-clock emergency support—allow travelers to be more productive and
maximize automation and simplify delivery for any type of transaction. improve their overall experience.
CWT also offers clients access to all relevant content—scheduling, fares, room
rates and availability—and the most competitive pricing so they can accomplish
their objectives in accordance with their travel policy. CWT further assists clients in
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11. Powerful tools for travelers
CWT Portal is the central gateway to all CWT online travel
services, providing travelers with 24/7 access to booking
services, profile data, security news and alerts, destination
Success story:
intelligence, health information and traveler tools. Service configuration change saves $1 million
in 3 months
CWT Portrait is a Web-based profile management tool that
allows travelers and travel arrangers to create and update A leading, global biotechnology company with $80 million in travel
traveler profiles 24/7, 365 days a year to ensure accurate spend wanted to streamline operational delivery to reduce costs and
bookings, precise and informative reporting, and enhance service quality. CWT worked with the client to implement an
personalized interactions. outsourced CWT Full Service Center, resulting in savings of $1 million
in the first three months, improved data consolidation and increased
Online booking tools can significantly reduce travel spend customer satisfaction.
and increase policy compliance. CWT offers seamless
integration of leading, third-party online booking tools as
well as proprietary tools in specific markets.
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12. CWT offers an array of products and services to help clients optimize their travel programs and increase savings.
The foundation of program optimization is the ability to capture and consolidate and execution of action plans to improve specific areas. The CWT diagnostic
data. CWT works with clients to ensure the data collected is timely, relevant and approach is objective and quantitative, offering fact-based, actionable data clients
accurate. Data is consolidated in a worldwide global data warehouse, ensuring can use to make measurable improvements to their travel programs.
clients have the global, regional or country-level perspective they need. This
information is accessible through an industry-leading, global travel management The program optimization team includes more than 1,000 professionals around
portal, available 24/7. The innovative interface allows clients to customize their the world who are responsible for analyzing travel programs and implementing
reporting display and track progress toward key company goals easily and program optimization strategies. This diverse team of experts includes
graphically and share this information with principal stakeholders. program managers and data consolidation experts. Additionally, the consultants of
the CWT Solutions Group manage customized engagements in air, hotel and
CWT helps clients assess the maturity of their current travel programs in each of the ground transportation supplier sourcing as well as technology, booking, fulfillment,
eight key levers to effective travel management and follow-up with the development meetings and events, and change management.
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13. Demand management support
CWT demand management tools give clients a wide
spectrum of options to apply systemic controls that affect the
quantity, frequency and specifications of travel, enabling them
to manage costs without compromising business objectives.
The CWT Program Management Center is an award-
winning, centralized travel management interface that
helps clients track compliance and trip purpose by putting Success story:
all of the performance metrics and information needed—
at a global, regional or local level—in one place. CWT Better-fit program improves hotel compliance
Agency+Card Reporting, an enhanced reporting option,
allows clients to compare travel booking data with credit A global pharmaceutical group with $23 million in hotel spend
card charges to identify and address discrepancies quickly. wanted to improve compliance with its preferred hotels policy.
Working closely with the CWT Solutions Group, they audited
transactions to identify ways to improve the hotel program’s fit
CWT Policy Builder helps clients create a travel policy from with traveler needs, identified potential new preferred suppliers,
scratch and assess, benchmark and improve existing and improved service at the point-of-sale, resulting in a
policies to support company initiatives such as demand 20 percent increase in compliance.
management.
CWT Policy Messenger, winner of a 2009 Innovation
Award at the Business Travel Show in London, enables
travel managers to automate out-of-policy messages to
targeted travelers and optimize compliance.
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14. CWT’s safety offering keeps clients informed of travel risks and helps them locate and assist travelers quickly in a crisis.
To help avoid situations that may adversely affect traveler safety, CWT provides For advanced security needs, CWT works with leading, third-party risk-
clients and their travelers with relevant information to increase awareness of management and healthcare firms to offer enhanced services designed to
risks before, during and after a business trip. monitor risk to personnel and facilities, protect travelers and respond to emergency
incidents 24/7.
When incidents occur, CWT’s thorough crisis communications process includes
effective communication, as well as response and recovery procedures, to ensure
clients are informed and travelers well protected. CWT immediately alerts clients
of a travel incident by telephone, email and/or SMS. Travel managers can then
access accurate, actionable passenger data provided by CWT to quickly identify
and track affected travelers, delivering assistance where needed.
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15. Helping improve security
CWT Guardian, our global suite of safety and security
services, offers automated travel alerts, destination
intelligence, traveler tracking and traveler support to help
clients proactively avoid or effectively manage risk.
CWT Policy Messenger allows travel managers and heads Success story:
of security to automatically alert travelers going to high-
risk destinations.
Enhancing traveler tracking
A financial services company with $38 million in travel spend
Enhanced safety and security services are also available, needed a partner who could monitor global incidents and send
including trip-specific intelligence reports, enhanced immediate notification in case of an emergency to help
traveler tracking, direct communication with affected improve traveler safety. CWT provided a complete solution via
travelers, health information and other services designed its safety and security offering CWT Guardian, which includes
to mitigate risk. travel alerts, destination intelligence, traveler tracking and
traveler support. In less than an hour after breaking news of a
plane crash, CWT alerted the client so they could contact an
affected traveler who had been sent to the hospital and ensure
continued care and safety.
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16. CWT offers a range of services to help integrate meetings and events with the travel program to optimize savings, enhance process control, improve
risk management and enrich attendee experiences.
CWT integrates best practices in sourcing, logistics and specialized CWT Events can help you develop event concepts that meet your business
consulting to deliver a comprehensive M&E program that optimizes spend, objectives, then plan, fulfill and execute events that accomplish those goals
savings and return on meeting objectives. Taking control of meetings and events with market-specific event services tailored to your particular needs. They also
can help companies save 10-30 percent in direct costs while improving meeting handle administrative and financial tasks so meeting owners can focus on the
and event services and return on investment. event’s success and deliver return on their investment.
CWT Meetings offers a range of services to professionalize meeting planning CWT’s comprehensive, post-meeting reporting package consolidates data from
and execution, as a supplement to in-house processes, providing expertise as multiple sources to measure the financial impact and effectiveness of each meeting.
needed in specific areas or delivering an end-to-end solution for your planners In addition, data consolidation enables clients to leverage combined M&E and
and attendees. In addition, professionals from CWT Meetings & Events Solutions business travel spend for more effective negotiations. CWT also has best-in-class
can help you gather and analyze the data and information you need to build technology enablers to facilitate efficient processes and provide the meeting tools
a best-in-class M&E program and improve it year after year. and services planners need. Furthermore, traveler tracking and risk management
are enhanced when M&E participants book through CWT.
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17. Unbeatable strength
With CWT Meetings Strategy Plus, companies can
strategically strengthen their M&E program by leveraging
both customized consulting and professional meeting
planning and execution. Our M&E professionals can assess
and evaluate your current program, including the sourcing
strategy and meetings policy. They can then design and
implement a program that meets your unique M&E program
objectives and provide ongoing analysis and actionable
recommendations for continued improvement.
Success story:
Consolidated M&E approach drives savings
A high-performance network solutions company with $15 million in annual M&E spend
wanted to optimize their M&E investment and improve processes to avoid penalties
while increasing benefits to attendees and the company. CWT negotiated hotel
contracts to gain more value from suppliers, including better indemnification and
cancellation clauses, while implementing tools and process improvements to create a
more organized approach to meeting planning. The client saved an average of 26
percent on CWT-managed meetings and events while improving its registration
process, supplier negotiations and planning.
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18. Corporate Social Responsibility
As a leading provider of travel management products and services worldwide,
CWT is addressing issues of Corporate Social Responsibility (CSR) by helping Success story:
clients reduce the impact of their travel program on the environment. Government agency increases sustainable
travel awareness
CWT actively and effectively helps clients build sustainable travel programs by enabling
travel management professionals and travelers to make well-informed decisions to reduce
their carbon footprint. As a result of these efforts, we have won the coveted Icarus award A government agency that supervises environmental issues
from the Institute of Travel and Meetings in the U.K. for two years in a row. With CWT, and has $2.1 million in travel spend wanted to improve
clients can strategically calculate, measure and manage emissions to align their travel environmental reporting capabilities and traveler decision
programs with their overall CSR goals. making within its own travel program. With help from CWT, the
agency implemented an online booking tool that features the
At the time of booking, travelers can choose the transportation option that best meets their CWT Carbon Calculator, significantly increasing travelers’
needs by calculating and comparing the carbon impact of their trip on the environment. awareness of the environmental impact of their travel choices.
CWT’s post-trip emissions reporting lets travel managers measure the carbon footprint of As a result, rail is now the preferred travel option for trips of less
their corporate travel programs to track trends and evaluate progress toward reduction. than three hours.
CWT also provides advanced emissions management services through The CarbonNeutral
Company, one of the world’s leading carbon offset and climate consulting companies.
Key services include robust greenhouse gas assessments, carbon footprint analyses,
access to approved carbon offset projects and carbon-neutral travel certification.
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19. Examples of CWT’s commitment to
Our commitment to helping clients practice sustainable travel is part of
CSR around the world
greater company-wide CSR initiatives. Diversity: All CWT employees in Asia Pacific go through a workplace
diversity awareness training program. In Germany, CWT was the first
An important part of our mission is to foster the development and well-being of company in the travel industry to sign the Charter of Diversity of German
our employees, ensure productive relationships with all of our stakeholders, Companies under the patronage of the federal chancellor. CWT North
protect the environment, and be good citizens in the communities where we America’s Diversity Council works with human resources to recruit and
operate.
promote a diverse workforce, while our Military & Government Markets
division has helped employ disabled veterans in partnership with the U.S.
Principles of ethical and safe conduct, coupled with our core values and a sense
of corporate citizenship, provide the framework that guides CWT both in its Department of Veteran Affairs.
business activities and its CSR initiatives. Environment: Many CWT offices are dedicated to recycling, using
alternative energy suppliers, and purchasing office furniture endorsed by
Specifically, CWT has made diversity, the environment and community forest sustainability councils.
involvement the focus of its CSR program.
Community involvement: Various CWT offices in North America support
more than 75 different charities and community organizations through
fundraising, volunteering and in-kind donations. Employees of CWT China
assisted the China Earthquake Relief Fund. CWT Australia raised funds
through donations and wellness challenge events for the Starlight Children’s
Foundation, dedicated to lifting the spirits of seriously ill and hospitalized
children and their families.
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20. Core Values Guiding CWT
Six core values underlie the collective spirit and code of conduct at CWT. Employees are guided by these principles as they build new relationships,
sustain existing ones, make determined choices and carry out their professional responsibilities.
CUSTOMER CARE COMMITMENT TO CULTURAL DIVERSITY
Putting the needs of clients first and EXCELLENCE Fostering respect and a team spirit
striving to continuously provide an Continuously seeking higher levels in the workplace, embracing and
outstanding level of service of performance leveraging the multicultural essence
of the company, and providing equal
opportunities to talented individuals
RELIABILITY ENTREPRENEURIAL INTEGRITY
Being a dependable and trustworthy SPIRIT Building productive, longstanding
business partner, committed to Approaching new challenges with relationships by being truthful and
offering industry-leading products creativity, resourcefulness and agility, promoting open communication
and services reacting quickly and effectively to
provide innovative solutions
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21. CWT Travel Management Institute
The CWT Travel Management Institute conducts in-depth research into effective travel management practices to help clients worldwide derive
the greatest value from their travel program.
Drawing on the global resources of CWT, the institute provides a regular flow of business intelligence and best practices offering actionable insights into travel
management. To that end, the global edition of CWT Vision presents timely overviews and interpretations of industry trends.
Recent research published by the CWT Travel Management Institute includes:
Travel Management Priorities for 2009
Effective Travel Management: Eight Key Levers to Optimize a Travel Program
Room for Savings: Optimizing Hotel Spend
Playing by the Rules: Optimizing Travel Policy and Compliance
Global Horizons: Consolidating a Travel Program
Toward Excellence in Online Booking
Global edition
Annual report of travel managers’ Research publications
priorities
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22. The CWT Executive Team
Douglas Anderson Håkan Ericsson Jerry Hogan Marc Karako Mike Koetting Jack O’Neill
President & President, Europe, VP & General Executive Vice President & Chief Operating Officer, President, North America
Chief Executive Officer Middle East, Africa Counsel Chief Financial Officer North America
and Latin America
Berthold Trenkel Philippe Vinay Cathy Voss Martin Warner Andrew Winterton
Executive Vice President, Executive Vice President, Executive Vice President, Chief Operating Officer, Executive Vice President,
Traveler & Transaction Services Human Resources Global Program Solutions Asia Pacific Global Supplier
Management
Carlson Wagonlit Travel has two shareholders. Carlson, a global hotel, marketing,
restaurant and travel company, holds 55 percent of CWT shares.
One Equity Partners, a private equity affiliate of JPMorgan Chase & Co., holds
the remaining 45 percent.
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23. Worldwide Presence
Japan Romania
Jordan Russia
Kazakhstan Rwanda
Kenya Saudi Arabia
Kosovo Senegal
Kuwait Serbia
Kyrgystan Seychelles
Latvia Sierra Leone
Lebanon Singapore
Libya Slovakia
Lithuania Slovenia
Luxembourg South Africa
Macedonia South Korea
Madagascar Spain
Malawi Sri Lanka
Malaysia Sudan
Mali Sweden
Malta Switzerland
Martinique Syria
Mauritania Taiwan
Wholly Owned/Joint Ventures/Minority Holdings (43) Mauritius Tajikistan
Partners (114) Mexico Tanzania
Modolva Thailand
Monaco Togo
Mongolia Trinidad and Tobago
Afghanistan Burundi France Montenegro Tunisia
Albania Cambodia French Guiana Morocco Turkey
Algeria Cameroon French Polynesia Mozambique Uganda
Angola Canada Gabon Nepal Ukraine
Argentina Chile Gambia Netherlands United Arab Emirates
Armenia China Georgia New Caledonia United Kingdom
Australia Colombia Germany New Zealand United States
Austria Congo, Democratic Republic of the Ghana Nicaragua Uruguay
Azerbaijan Congo, Republic of the Greece Niger Uzbekistan
Bahrain Cook Islands Guadeloupe Nigeria Vanuatu
Bangladesh Costa Rica Guatemala Norway Venezuela
Barbados Côte d'Ivoire Guinea Oman Vietnam
Belarus Croatia Haiti Pakistan Yemen
Belgium Cyprus Honduras Panama Zambia
Belize Czech Republic Hong Kong Papua New Guinea Zimbabwe
Benin Denmark Hungary Paraguay
Bhutan Dominican Republic Iceland Peru
Bolivia Ecuador India Philippines
Botswana Egypt Indonesia Poland
Brazil El Salvador Ireland Portugal
Brunei Estonia Israel Puerto Rico
Bulgaria Ethiopia Italy Qatar
Burkina Faso Finland Jamaica Reunion Island
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24. CWT Head Offices Worldwide
Europe, Middle East, Africa
and Latin America
31 rue du Colonel Pierre Avia
75904 Paris Cedex 15
France
Tel. +33 (0)1 41 33 65 00
North America
701 Carlson Parkway
Minneapolis, MN 55305
United States
Tel. +1 (800) 213-7295
Asia Pacific
3 HarbourFront Place
#08-03 HarbourFront Tower 2
Singapore 099254
Tel. +65 6511 9200
www.carlsonwagonlit.com
Carlson Wagonlit Travel is committed to promoting environmental sustainability. This document
was printed on 100% recycled paper. We used no-glue binding for cleaner production.
Copyright © 2009 CWT