Carey’s award-winning global franchise network offers consistent standards of service and unmatched duty of care for both travelers and arrangers across two distinct brands.

1. D E F I N I N G T H E S T A N D A R D
F O R D U T Y O F C A R E

2. D E F I N I N G T H E S TA N D A R D F O R : D U T Y O F C A R E
The term “Duty of Care” has been adopted within the greater travel industry and used to refer narrowly to the
safety and well being of an individual traveler. As the worldwide leader in chauffeured transportation, Carey
International sees Duty of Care as something more—something we take very seriously and a core part of how
we do business.
Carey International defines “Duty of Care” as our intrinsic responsibility to our customers, partners, employees,
chauffeurs and community, to consistently deliver the highest level of service within a transparent framework
of clearly published and measurable standards. Standards that far exceed the minimum requirements set by
any law or regulatory body. Standards Carey International has defined over the past 95 years as the leader
in chauffeured transportation, and that all our industry colleagues strive to meet. Standards governed by an
uncompromising system of internal and external audits that assure absolute accountability for the business we
operate and the customer experience we provide.
D E F I N I N G T H E S TA N D A R D S
Carey International’s Duty of Care begins with ensuring that all of our operations are synchronized under a
single, master set of guidelines. To achieve this synchronization, we have established and published a set of
clear, tangible, and quantifiable standards.
Carey International maintains two comprehensive standards manuals; one for each of our brands—Carey® and
Embarque®. In these manuals we thoroughly lay out every aspect of our business in one place--from vehicle
maintenance and chauffeur etiquette, to how to properly display the company logos on an office door.
The standards manual provides Carey International with a consistent basis on which to measure our operations
performance and the level of service we deliver.

3. E N F O R C I N G T H E S TA N D A R D S
Standards need to be implemented, measured, and,
ultimately enforced. Carey International depends on our
unique Global Franchise Network as the foundation for our
system of governance that oversees and enforces the proper
implementation and application of all our published standards.
Each Carey or Embarque operation is subjected to the same
audits, inspections and evaluations. Should any operation fail
to meet our published standard, the local management team
is immediately alerted and a plan is put in place to bring the
deviation back into standard.
Carey International utilizes a two-pronged approach to
enforcing standards. The first is our monthly Service Level
and Key Metrics reporting, which measure multiple key
performance indicators within our service delivery such as
on-time performance, the time it takes for our Customer
Engagement Center to answer the phone, and even how
quickly a chauffeur greets a client in the airport. The results
of these reports are published monthly for each Carey and
Embarque location. Management compensation is tied to
these measurements. If any single area is found to be outside
our standards, corrective action is taken.
The second way Carey International enforces our standards,
is through a dedicated team of Quality Assurance Experts.
Our team visits each Carey and Embarque city annually to
audit their operations as well as inspect fleets, offices and
records to assure they are meeting all of our established
standards. The quality assurance team also performs
random spot checks on various cities throughout the year
and engages in unannounced “mystery shops” to ensure
standards are being followed.
O W N I N G T H E S TA N D A R D S
The amount of visibility into every aspect of our service
that the Franchise Network provides is immeasurable.
What are standards to Duty of Care without
accountability?
Carey International stands wholly accountable to
every customer for their experience with our services.
This accountability is not limited to those in the back
our vehicles, or solely concerned with safety. Our
accountability extends well beyond--to the experience
of the travel manager, the travel arranger or agent, the
chauffeur and anyone else within the travel ribbon.
We hold ourselves accountable for the training and
qualifications of the chauffeurs and drivers we put
behind the wheel; the condition and mechanical
performance of the fleet of vehicles we use; the security
and confidentiality of the information our customers
share with us; and even the technology our customers
use to manage their travel.
It is in this way that Carey International defines the
standard for Duty of Care.

4. D E F I N I N G T H E S TA N D A R D F O R : C U S T O M E R E X P E R I E N C E
The most tangible aspect of Carey International’s Duty of Care lies in the experience that every Carey or
Embarque customer receives. From the moment you make a reservation to the point where you receive an
invoice, our standard of service is on display for you. We are anticipating, orchestrating and fulfilling the needs
of our customers at every point in the travel ribbon. Our standards for service far exceed any others in the
industry. Every detail is accounted for and anticipated by our standards. Nothing we do is left to chance.
It is an easy task to speak about the customer experience in undefined platitudes, but much more challenging
to quantify with facts and proof points. Carey International’s commitment to a wider definition of Duty of Care,
however, has led us to define clear standards by which we measure the efficacy of our service delivery and the
quality of our customer experience to ensure that our clients receive superior service consistently across The
Carey Network every time they travel. The standards by which we measure our service include:
• On time, every time–Carey International considers our chauffeurs and drivers on
time only if they arrive fifteen minutes prior to the scheduled pick-up time
• Flexibility to adjust—Carey International works with you when schedules change
• Beyond the basics—Carey International goes to great lengths to ensure a higher
standard of cleanliness for our vehicles, and a higher level of professionalism for
our chauffeurs and drivers
• Nodetailignored—CareyInternationalofferscomplimentaryWiFiandcomplimentary
baggage greet (Carey Service only)
We gather data on these standards through our Customer Service Monitor. After every Carey or Embarque
trip a survey is sent via e-mail to the passenger. The survey measures customer satisfaction across key areas
of service. The results are tracked by the individual operation and published each month. This feedback is used
to trigger management action into investigating and correcting the areas of customer dissatisfaction. Each
operation must maintain a 99.5% customer satisfaction rating.
This dedication to the standards that we have set for the customer experience is the baseline measure
of our Duty of Care.

5. D E F I N I N G T H E S TA N D A R D F O R : C O N S I S T E N C Y
Vital to Carey International’s delivery of our Duty of Care and enforcement of our standards, Carey’s
exclusive Global Franchise Network ensures that anywhere in the world where Carey or Embarque
branded services are offered, our passengers will receive the same consistent level of service. Our
franchises consist of corporate-owned and independently-owned locations, operating as Carey or
Embarque under the guidance of Carey International, and are located in major business centers
around the world.
Carey’sAlliancePartnersarefullyvetted,independentcompaniesthatspecializeinprovidingchauffeured
transportation service in certain cities without a Carey branded franchise. Every prospective Alliance
Partner undergoes a thorough pre-engagement evaluation, including but not limited to, frequent
inspections and audits to ensure it is operating up to stringent Carey International standards before a
single reservation is referred to that provider.
Out of nearly 1.5 Million trips in 2014, over 80% were fulfilled by chauffeurs or drivers at Carey
International owned subsidiaries, while approximately 15% percent were serviced by licensed
independent Carey franchises, and fewer than 5% by our fully vetted Carey Alliance Partners.
Regardless, every Carey or Embarque reservation carries unparalleled Insurance Coverage. All
reservations booked through the Carey International network are covered by our best-in-industry
comprehensive insurance program featuring $20,000,000.00 of liability insurance.
The Carey Network serves more than 1000 cities worldwide and is the anchor of our success in
delivering out high levels of service.

6. D E F I N I N G T H E S TA N D A R D F O R : C H A U F F E U R S C R E E N I N G
Nowhere is Carey International’s Duty of Care more apparent than in our standards for Chauffeur and
Driver screening. Every Carey Chauffeur and Embarque Driver must pass Carey International’s rigorous and
comprehensive background investigation process including:
• Local, state and federal misdemeanor and felony conviction (7 years)
• Social security verification and locator (7 years)
• Global sanctions list (national terrorist watch list)
• National sex-offender list,
• Motor vehicle records search (7 years)
Carey International maintains a strict scoring protocol that is applied uniformly to the screening results. Every
chauffeur and driver must also pass drug and alcohol testing requirements.
• Chauffeurs and drivers must submit to drug and alcohol screening – pre-employment/contract
• Carey International uses the US Department of Transportation mandated 5-panel screen
• Once employed, all chauffeurs and drivers receive random drug and alcohol testing
• Every chauffeur and driver will have at least one drug and one alcohol test every year
Outside of the United States, Carey International follows similar strict protocols to the extent that each country
or local jurisdiction’s laws will allow.

7. D E F I N I N G T H E S TA N D A R D F O R :
C H A U F F E U R T R A I N I N G
Another integral part of Carey International’s Duty of Care is one
of the most complete chauffeur training programs in the industry.
Every Carey Chauffeur and Embarque Driver must complete
courses covering everything from defensive driving and collision
avoidance to chauffeur etiquette and vehicle presentation. Carey
International’s chauffeur and driver training process includes:
• Formal classroom Instruction using Carey or Embarque’s
Driver Training Program materials including sections on
appearance, presentation, Carey International’s Code
of Ethics, and vehicle maintenance as well as written
assessments targeting appropriate local geographical
knowledge.
• Hands-on technology training on the proper use of
communication devices that meets the most rigorous
precautions against distracted driving.
• Immersive coursework in classroom safety training
including The Smith System® Interactive defensive driving
modules including but not limited to 5 Keys to Global Road
Safety & Foul Weather Driving, and/or Advance Defensive
Driving Course utilizing the National Safety Council*. (DDC
8/6 curriculum)
• Supervised on-the-road training detailing the specifics of
local customers, airports, traffic patterns, and frequently
traveled destinations.
Outside of the United States, Carey International requires similar
training regimens to be adhered to.
* Carey International is recognized as a National Safety Council (NSC) Certified
Defensive Driving Training Center, and employs managers who are certified NSC
Defensive Driving Training Instructors.

8. D E F I N I N G T H E S TA N D A R D F O R : V E H I C L E S A F E T Y
All of the vehicles driven under Carey International’s Carey and Embarque brands are held to the highest
standards of maintenance, presentation, and performance. Sedans and SUVs are required to be no more
than three model years of age and in pristine condition. Fleet vehicles are inspected for presentation every 4-6
weeks on average, and subject to random spot inspections any time. Spot inspections include:
• Evaluation of the cleanliness and condition of the exterior and interior of the vehicle
• Confirmation that all communication devices are installed properly and switched on
• Inspection of the air and tread depths of the tires and level of the fluids
• Visual confirmation of the dashboard panel to ensure that no maintenance or warning lights are present
• A “sniff test” of the interior to assure that there are no offending odors in the vehicle
• Inventory of safety/roadside emergency kit items in the trunk
Maintenance and safety inspections are performed at least once per quarter and involve an in-depth review of
mechanical service records, an interview with the primary operator of the vehicle, an overall evaluation of the
vehicle’s condition, and plan for future maintenance or service work to be performed.
All Carey and Embarque vehicles are required to meet all federal, state, and local permitting and licensing
requirements. Carey international audits these permits and licensing every quarter to ensure all of our vehicles
are in compliance. All of our vehicles are equipped with one-touch communication devices which our Chauffeurs
and Drivers are trained to use responsibly.

9. D E F I N I N G T H E S TA N D A R D F O R : D ATA S E C U R I T Y
Securing the safety of our clients extends far beyond just physical well-being. Carey International has a
responsibility to keep the personal information we collect safe and secure at all times. To this end, we have
created strict standards for how we collect this information, how we handle and store it, and how we dispose of
it when no longer required.
Client data is collected, stored, and transmitted internally utilizing
heavy encryption across a state-of-the-art system and secure
equipment protected by top-tier security software. Credit Card
data is collected and processed through a secure tokenization
process, meaning that we do not store any credit card payment
information. Carey International is Payment Card Industry (PCI)
and Personally Identifiable Information (PII) compliant.
Carey International maintains strict internal policies for the
handling of customer data and our employees receive special
training on how to handle personal information and how to
properly dispose of it.
Carey International, Inc. is also registered with the U.S. Department of Commerce’s Safe Harbor Program
(“Safe Harbor”) and adheres to the seven U.S. Safe Harbor Privacy Principles of Notice, Choice, Onward
Transfer, Security, Data Integrity, Access, and Enforcement.

10. D E F I N I N G T H E S TA N D A R D F O R : A R R A N G E R T E C H N O L O G Y
Carey International’s Duty of Care also includes ease of access to information. It is our responsibility to make certain those
that arrange travel for others have access to all of the traveler information they need, through a modern interface that is easy
to use and makes their job easier. That is why we have created technology specifically for arrangers and agents that connects
with the technology used by passengers to create a real-time 360° view of the travel ribbon.
C A R E Y C O N N E C T
Designed by travel arrangers for travel arrangers, the Carey Connect Travel
Management Online Application serves as the information and reporting
hub for Carey’s innovative new suite of travel technology. In addition to
booking and reservation management for both the Carey and Embarque
brands, Carey Connect acts as a control center – providing arrangers,
managers and travel agents with a real-time view of each traveler’s
activities, including trip status, vehicle location and chauffeur identity. Carey
Connect also allows travel agents, managers and arrangers to customize
the amount of information they receive – as well as the information their
travelers receive – resulting in a highly personalized experience.
Carey Connect connects seamlessly with our passenger-centric mobile
applications, websites, and call center to ensure that all reservation and
profile information remains consistent in real-time across all channels,
connecting all parties in the travel ribbon.
C E S D I R E C T
CESDirect offers a direct connection for travel agents and arrangers to
book and manage Carey and Embarque services through the Sabre®
Red™ Workspace. Leveraging the new and enhanced itinerary segment
management capabilities created by Sabre®
and Carey, CESDirect
provides greater visibility into every point of a reservation through real-
time status updates and multi-channel synchronization. That means, if a
passenger makes a change via Carey’s call center, it will automatically
appear in CESDirect.
CESDirect also offers expanded functionality, including the ability to
view, change or cancel any other Sabre
®
Red™ booking made by the
same ARC/IATA, view multiple quote options for vehicles and service
types (Embarque or Carey), and accept agents’ Unlimited Budget
®
membership numbers.
• Manage reservations
• Track vehicle location
• Receive status updates
• Manage receipts
careyconnect.com
• Manage reservations
• Receive status updates
• Add limo segment to PNR
• Synchronize activity across all channels
• Email or print receipts
CESDIRECT

11. D E F I N I N G T H E S TA N D A R D F O R : PA S S E N G E R T E C H N O L O G Y
The modern business traveler is looking for autonomy. They want to be empowered to make their own bookings and manage
their own travel. However, travel arrangers require visibility into their travelers’ activities. To this end, we have developed a
powerful suite of technology that gives the passenger this freedom while sharing their information with a travel arranger in real-
time, making transportation easier for both parties.
PA S S E N G E R W E B S I T E S
The passenger-centric websites for both Carey and Embarque
services are designed with a single purpose: to make the
reservation process easier for travelers. Carey stripped out the
travel management functionality from our old websites, to create
a streamlined, hassle-free way to book service, access profile
information, and get receipts.
Both passenger websites work in parallel with their respective mobile
applications to deliver a modern, traveler-focused experience.
At the same time, every booking, change, and all trip information
is reflected automatically on Carey Connect, providing the travel
agent, arranger or manager with all the management and reporting
information they need without any inconvenience for the traveler.
M O B I L E A P P L I C AT I O N S
With distinct applications for both Embarque and Carey services,
Carey’s passenger-centric mobile apps can accomplish far more than
just reserve a car. The Carey and Embarque mobile apps allow travelers
to receive notifications regarding changes to reservations, trip status
and flight delays, as well as build a library of favorite locations and trip
pairs to maximize efficiency. State-of-the-art GPS technology allows
travelers to see their vehicle’s location, in real time, as well as view a
picture of their chauffeur with his/her contact information.
Both passenger-centric mobile apps seamlessly integrate with the
Carey Connect Travel Management Platform, sharing important travel
information with arrangers and managers, so that when a traveler
saves favorite locations, or locates his vehicle via GPS, arrangers and
managers see the same locations on the traveler’s profile and have the
same view of the traveler’s vehicle in real-time.
carey.com | embarque.com
• Book, change, or cancel reservations
• Update profile information
• Set and save preferences
• Manage receipts
• Book, change, or cancel reservations
• Receive trip status updates
• Track vehicle location
• Save travel preferences

12. Carey International is the trusted leader in innovative chauffeured service
solutions, customer-centric travel technology, and ground transportation
logistics management; providing world-class service, unparalleled safety, and
general peace of mind to the world’s most discerning travelers since 1921.
Spanning more than 1000 cities worldwide, Carey’s award-winning global
franchise network offers consistent standards of service and unmatched duty
of care for both travelers and arrangers across two distinct brands.
Carey® features a world-class fleet of late-model executive and luxury
vehicles, a corps of professional chauffeurs, and a full portfolio of specialized
transportation logistics management services including Meetings and Events,
Private Aviation Ground Transport, and Road Shows.
Embarque® offers flexible, modern transportation utilizing a late-model fleet
of EPA SmartWay® certified fuel-efficient vehicles and a team of professional
drivers dedicated to offering a unique car service experience that raises the bar
on efficiency and productivity for any class of traveler.
©2015 Carey International, Inc. All Rights Reserved
Phone: 202.895.1200 | Worldwide Reservations: 800.336.4646 | careyconnect.com