Press Release

Press Information

FOR IMMEDIATE RELEASE
28 Apr 2003

Carlson Leisure Travel Services Makes History by Achieving COPC-2000® Standard Certification

Minneapolis, MN (April 28, 2003) — Today, it was announced that Carlson Leisure Travel Services — one of today's top service providers for credit card companies, financial institutions and others in travel fulfillment loyalty programs — has made history by achieving COPC-2000® Standard Certification for both its Boise, ID and St. Louis, MO call centers in only eleven months. This announcement makes Carlson Leisure Travel Services the first travel fulfillment provider in the world to receive certification. Additionally, of all mid- to large-size companies that have achieved COPC certification, Carlson Leisure Travel Services did so in the shortest period of time.

"Through consistent hard work and dedication, our Carlson Leisure Travel Services team is demonstrating its commitment to the highest quality customer service by seeking complete compliance with the COPC guidelines," stated Eric Burdon, executive vice president of Minneapolis-based Carlson Leisure Travel Services. "By being recognized with this COPC certification, Carlson Leisure Travel Services continues to lead the way as one of the fastest growing providers of travel services for credit card companies, financial institutions and others."

As the leading standard for excellence in customer service, the COPC-2000® Standard Certification is awarded to customer call centers that meet each one of its 32 distinctive requirements in areas covering productivity, efficiency and cost-effectiveness. With its dramatic growth, particularly in the past two years by adding such key accounts as MBNA and Capital One, Carlson Leisure Travel Services wanted to enhance its valued level of customer service, as well as seek other methods for further improvement. It sought COPC, Inc., the world's leading authority on customer contact center operations, to conduct an assessment.

At a baseline audit completed in May 2002, Carlson Leisure Travel Services' call centers only complied with four of the standard's requirements. In a January 2003 audit, Carlson Leisure Travel Services had already raised that number to 26. By April, the call centers maximized their performance and reached 100% compliance.

"As we dedicated ourselves to providing the best-in-class customer service, we saw COPC certification as the most logical and ideal third-party affirmation of our processes and commitment to quality," explained Burdon. "As we worked tirelessly to achieve this goal, we have transformed Carlson Leisure Travel Services into what is now one of today's top service providers for credit card companies, financial institutions and others in travel fulfillment loyalty programs. I'm extremely proud of everyone in Boise, St. Louis and Minneapolis who helped us realize this achievement."

Alton Martin, CEO of COPC, Inc. believes Carlson Leisure Travel Services' achievement is largely credited to their commitment to their customers.

"The commitment from Carlson Leisure Travel Services' executive management and staff to achieve certification is driven by their customer commitment. The entire organization is focused on consistently delivering excellent service to their end user customers and their clients. It is always a great pleasure to work with clients such as Carlson Leisure Travel Services. They have achieved much in a short time, and I expect they will continue to improve their business for the benefit of the customers, clients, staff and shareholders," said Martin.

Since its inception in 1996, Carlson Leisure Travel Services has evolved into the prominent service provider in the field of leisure travel award redemption programs.

Carlson Leisure Travel Services - 763-212-0255.

About COPC

Headquartered in Amherst, New York, COPC Inc. is the leading authority on customer intensive operations such as customer contact centers and fulfillment services. COPC is authorized to issue certification to the COPC-2000® Standard, a comprehensive operations performance standard that specifies minimum operational requirements in critical functional areas that are important to end users and clients. COPC services clients on a worldwide basis and has representatives in Argentina, Australia, Brazil, Canada, India, Japan, Singapore, South Africa, the United Kingdom and the United States.

The COPC-2000® Standard was developed in 1995/96 by individuals from Microsoft, Motorola, Dell, American Express, L.L. Bean, and other customer-focused companies that were concerned with the level of service quality provided to customers by customer service provider organizations. More than 300 locations in 30 countries are using the Standard to improve performance in sales, customer care, technical support, distribution, and customer acquisition. Users include firms in e-commerce, computer hardware and software, financial services, healthcare, manufacturing, telecommunications and consumer products.

Carlson Travel Group, Inc. is a subsidiary of Minneapolis-based Carlson Companies, Inc. Brands include: Carlson Wagonlit Travel Associates, Cruise Holidays, Results Travel, Carlson Leisure Travel Services and Carlson Destination Marketing Services. Carlson Leisure Travel Services provides corporate clients with employee leisure booking tools, including TripForce.com, in addition to providing financial institutions and credit card reward programs with travel award redemptions. Through its customer contact centers, Carlson Leisure Travel Services currently assists more than 4 million active members of client credit card loyalty programs.

For additional information, please email to info@copc.com.