SATS Passion To Delight Issue 47

ISSUE 47 NOV 19 BEIJING CAH SATS AVIATION SERVICES AT BEIJING DAXING INTERNATIONAL AIRPORT CULTURESAFE SATS TAKES HOME SATS WINS 2019 ASIA PACIFIC READY TO TRAVEL 2.0: EVERYONE THE BEST HANDLER DIGITAL TRAILBLAZER AWARD APP EMERGES AIRLINE INNOVATION AT 3RD ANNUAL IDC DIGITAL PREFERRED HOME SAFE AWARD AT GROUND TRANSFORMATION AWARDS CHOICE AMONG SINGAPORE TRAVELLERS See Page 3 See Page 11 See Page 11 See Page 12

COVER STORY Beijing CAH SATS Aviation Ground Services Company Limited (BCS) is BEIJING CAH SATS AVIATION the newest company in the SATS SERVICES AT BEIJING DAXING Network to commence operations. INTERNATIONAL AIRPORT Based in Beijing Daxing International Airport, BCS is a ground and cargo handling company that is a joint venture between SATS Ltd. and Capital Airport Holding Company (CAH). As a neutral ground handling company with abundant local knowledge and experience in Beijing, BCS looks after airline customers’ best interests by offering specialised and customisable ground and cargo handling services. On 27 October 2019, BCS successfully handled its first scheduled flights at PKX. BCS provided ground and cargo handling services for seven airlines, namely British Airways, Royal Brunei Airlines, Himalaya Airlines, Air China, Capital Airlines, Hebei Airlines, and Juneyao Air – successfully supporting 46 flights, approximately 9,000 passengers, 3,800 bags, and 20,000kg of cargo that day. BCS also provides off-airport check- in services at Caoqiao Subway Station, which allows passengers to collect their boarding passes and check-in their bags before boarding the Airport Express train to PKX. On 27 October 2019 alone, the 4 check-in counters at Caoqiao Subway Station handled a total of 561 passengers and 256 bags. This service plays an integral part in the airport’s strategy to provide improved convenience to passengers going to PKX. BCS is grateful for the support from its airline partners, and is looking forward to providing quality ground and cargo handling services for more airline partners in the years to come. 2

PARAMOUNT INITIATIVES CULTURESAFE 2.0: EVERYONE HOME SAFE CultureSafe 2.0: Actions across various safety dimensions and thrusts SATS launched CultureSafe 2.0 on the 15 October 2019, a new initiative that enhances “Culture”, “Perception”, EHS driving programme: Participants utilising a 3D model of Changi Airport “People” and “Process” to achieve new milestones to conceptualise driving and operating equipment at the airside in safety performance. This initiative is themed, “Everyone Home Safe” and is designed to enable SATS to continue becoming a better and safer place to work. EVERYONE A call to work together to support each other whenever you witness colleagues (or others) putting themselves or anyone else in danger. Everyone has a responsibility to behave safely. This means challenging unsafe behaviours and conditions when we see them. HOME Every person is a son or daughter, mother or father, sister or brother to someone else. Always remember that each of us has loved ones who are waiting for us to return home safely from work each day. SAFE It’s up to us to lead efforts that promote safety. Every accident has far-reaching consequences, and we must remember that “Safety is Our Number One Priority”. CultureSafe 2.0 is adopted from best-in-class safety culture frameworks such as Dupont’s “integrated approach for safety” and McKinsey’s “symbiotic relationships between organisational health and safety”. Five safety dimensions will be used for the implementation of the programme and these will be distributed across ten actions, which will be delivered through three safety thrusts. The programme also consists of a series of activities. These include safety recognition and hazard reporting, as well as specialised training like the EHS driving programme. The EHS programme is designed to reinforce positive safety behaviour among all vehicle and ground support equipment drivers/operators. All ADP holders from SATS and its service crew will go through this ninety-minute focus-group briefing, which utilises experiential techniques (such as video analysis and 3D models of Changi Airport) to provide a holistic methodology of safety values when operating in the airside. Safety Recognition and Hazard Reporting: Campaign held from 4 to 30 November 2019 3

SATS COMMUNITY “THE STAR IN YOU” – SATS LONG SERVICE AWARDS 2019 On 4 October 2019, about 900 carries out his duties and SATS employees and their responsibilities very well. family members attended the Long Service Awards, which Mr. Loo Kah Aun also receives recognised close to 700 Long the prestigious award for his Service Award recipients and 50 years of long service. The over 100 retirees for their 71-year-old has worked in the contributions to SATS over cold kitchen for an impressive the years. 50 years. He is respected for his good working attitude and SATS has grown to become for being an excellent role what it is today, thanks to our model to the younger cooks. long-serving employees – who are the unsung heroes The theme of this annual who work tirelesslyto keep the operations running smoothly. event was “The Star In You”. They are SATS’ “silent stars” who shine brightly, lighting The event kicked off with a up the workplace with their passion and positive energy. vibrant dance performance, Mr. Neo Ah Dek is one of two set against a video backdrop recipients of our “50 years of long service” awards. He that highlighted SATS’ core turned 73 this year and has been mentoring younger leadership principles – “Be staff in the hot kitchen. His willingness to share his outcome-oriented”, “Be experience and skills has garnered him much respect courageous”, “Be open- from colleagues. Even at his age, Mr Neo is still passionate minded” and “Servant and focused in his job, and Leadership”. Congratulations to all our award recipients, we thank you for your dedication and commitment to SATS through the years. These are our brightest stars and a source of inspiration to our entire SATS family! Mr Loo Kah Aun Mr Neo Ah Dek 4

SATS COMMUNITY SATS recognises staff members who perform well and awards them for their hard work and effort. We are proud to share our “Employees for the Month” for August and September 2019. AUGUST 2019 (From top left) Zuraidah Bte Abdul Rahman, Ong Chong Yu, Chong Vui Tshun, Li Fan, Dharsen Revi, Ahmad Bin Abdul Rahman, Jafer Bin Othman, Sundram Shanmugam, Aspi Gideon Moshe Alberto, Terrance Tee Sze Leon, Jamalludin Bin Ibrahim, Yuvaraja A/L R Perumal, Ong Yang Jun, Samuel Soh Weng Hong, Nur Hirda Wati Bte Abdul Kadir, Nan Win Aung, M.A.Mohanan, Ng Yong Huat, A Anuar Bin Hassan, Chandra Davi, Sarbanon Bte Hj Mohd Salleh & Ong Siew Cheng SEPTEMBER 2019 (From top left) Turlochan Singh s/o Veer Singh, Suhimi Bin Saim, Lau Wei Kiet, Nurzayanah Binte Zainuddin, Nurzilawaty Binte Spa’at, Chen Zhao Hai, Krishna Kumar A/L Parameswaran, Cantor Marlowin Aguada, Naganathan Umesh, Seri Hari Haran Seri Tharan, Peng Chunxin, Normayati Bte Abu, Muhammad Akid Shamim Bin Ahmad, Choo Meng Kee, Lyon Sim Jia Xiong, Ng Yan Ju, Syafiq Bin Sulaiman, Gary Ngu Hau Ming, Thomas Chan Wei Liang, Clarissa Ang Shi Rong, Raymund Nonnatus Medina Rivera, K Tamilselvan, Yang ZhiYong, Tay Peng Chong & Zaiton Binte Ali 5

EXPANDING BOUNDARIES EXPANDING BOUNDARIES IN Renewing partnerships across the SATS network OUR BUSINESS NETWORK SATS would like to thank the following airlines for their continued support! Forging New Partnership Across the SATS Network AIRLINE JV, STATION SATS welcomes these new customers into our network! National Air Cargo AAT, HKG Vietnam Airlines AAT, HKG Malaysia Airlines Beijing Aviation Ground Services, PEK AIRLINE JV, STATION Finnair Beijing Aviation Ground Services, PEK Air Arabia AISATS, TRV Saudi Arabian Airline SATS, SIN Royal Air Philippines AAT, HKG GTR Malaysia (Station Management), Asiana Airlines SATS, SIN (Catering) Royal Brunei Airlines BTU, SBW, SDK & TWU SATS HK, HKG Atlas Air Cargo SATS TFK, NRT Royal Air Philippines SATS, SIN Go Airlines SATS, SIN (Catering) China Southern Airlines SATS TFK, NRT & HND Vistara Asiana Airlines Tan Son Nhat Cargo Services, SGN SATS is Asia’s leading provider of gateway services and food solutions. We are present in over 60 locations and 13 countries across Asia and the Middle East. 6 For enquiries on our network, please contact Ms. Sabrina Chew (+65 6541 8098, [email protected]).

SUSTAINABILITY FOR A BETTER TOMORROW CREATING MILESTONES With a common goal of achieving sustainability for a better tomorrow, Qantas and SATS partnered to donate good-to-eat shelf-stable items from incoming flight to The Food Bank SINGAPORE Singapore. This initiative was launched on 30 October 2019 and will reduce the amount of packaged food wastage through donations (of food that would otherwise be thrown away). APSOR SHARES A SPECIAL LUNCH Additionally, SATS has been working closely with Qantas HQ to donate obsolete catering WITH CLIENTS AND equipment (such as catering trays) to a local Chinese temple and old folk’s home. SATS is STAFF OF MINDS committed to working with our airline partners to build a sustainable future together. There were smiles and cheers when Sorting and packing good-to-eat David Loughnan (Regional Operations Manager, Qantas Airway) SATS Asia-Pacific Star Onboard Retail items from inbound flights (left) and Ekta Balgir (Airport Manager) (right) supporting the launch (APSOR) popped by for a lunch surprise of the sustainability initiative at SATS Inflight Catering Centre 2 with on 24 September 2019 at the MINDS- Patricia Chew (SATS Airline Relations Manager) (centre) IDEA Employment Development Centre. SATS CELEBRATES CHINA’S NATIONAL SATS APS Onboard Retail catered a hearty lunch for everyone at MINDS, DAY WITH CHINESE CARRIERS thanking all for their hard work and help over the past year. On 1 October 2019, China celebrated its 70th National Day. It was a delight to see happy faces To commemorate the occasion, enjoying lunch together. MINDS and the SATS team presented SATS APSOR have worked hand-in- custom-made cakes to all hand for a series of projects – the most airline partners, including Air significant project involving the packing China, China Eastern Airlines, of snack packs for Scoot and other China Southern Airlines, Hainan airlines. The team at APSOR is highly Airlines, Sichuan Airlines, and appreciative of their contributions, which Xiamen Airlines. have helped SATS to meet increased demands from airlines. SATS wishes a happy 70th National Day to all our partners The day’s participants appreciated from China. We look forward to bonding with the beneficiaries, and are many great years ahead. looking forward to building an even stronger partnership with MINDS. SATS CELEBRATES THE GRAND OPENING OF JEWEL CHANGI AIRPORT 18 October 2019 signified six months so too is our selection of food. SATS of operations for Jewel Changi Airport, had the honour of supporting Changi after the airport opened in April 2019. Airport Group by catering for this The occasion was marked with a grand important occasion. The dinner line- opening ceremony that was officiated up included a large buffet selection of by Prime Minister Lee Hsien Loong. international flavours and live stations that featured local signatures like Coinciding with Changi Airport Group’s chicken rice, Singapore laksa, chicken 10th year anniversary, it was a “double satay, carving stations, and crowd- celebration” as over 700 distinguished pleasing desserts! guests attended the closed-door event, held around Jewel’s iconic Rain Vortex. SATS congratulates CAG for their illustrious achievements, and wishes While Jewel is a proud representation them many impressive years ahead. of Singaporean’s pride and identity, 7

CREATING SATS CELEBRATES BRITISH AIRWAYS’ MILESTONES 100-YEAR HERITAGE IN SINGAPORE CHANGI AIRPORT KLM ROYAL DUTCH AIRLINES 2019 is a special year for British Airways airport and airline representatives CELEBRATES THEIR (BA), as the carrier reached their 100th from local and overseas stations. 100TH ANNIVERSARY! anniversary of operations. SATS is honoured to play an important On 7 October 2019, KLM Royal Dutch Airlines To commemorate this milestone, role in the BA Heritage Fashion Show. celebrated its 100th anniversary (since its British Airways organised a dinner Members of our staff were selected to founding in 1919). In Singapore, the local KLM celebration and fashion show at don various British Airways’ flight crew team celebrated the momentous occasion Jewel Changi Airport on 18 September uniforms that featured various styles, with the crew and passengers at the gatehold 2019. The event also showcased the from the 1900s to present day. The room of KL835 and KL836. SATS supported evolution of BA uniforms through the SATS catering team also joined in the the event by providing a mini buffet and by years. festivities by creating the afternoon’s creating a special, hand-crafted cake for the menu, which featured a delectable event. Graced by guest of honour Alexandra four-course lunch and signature items McKenzie (Deputy High SATS is honoured to be a part of KLM’s Commissioner, British High from our bakery. incredible journey. We look forward to many Commission, Singapore), fantastic years ahead. the event was attended SATS congratulates British by BA’s sales and trade Airways on achieving partners, as well as 100 years of success. SATS WELCOMES GO AIR TO SINGAPORE! SATS is proud to be Go Air’s chosen partner in Singapore, which started operations on 19 October 2019. 8

WE WELCOME CREATING ROYAL AIR MILESTONES PHILIPPINES TO HONG KONG OVERSEAS Congratulations to Royal Air ASIANA AIRLINES Philippines on your maiden flight DEBUTS A350 FLIGHT to Hong Kong! TO CENGKARENG A flight flew from Tagbilaran Good news for passengers jetting between and arrived in Hong Kong on Seoul and Jakarta on Asiana Airlines. From 30 September 2019. SATS HK 20 October 2019, Asiana began swapping provides both passenger and out their regular A330-300 for the larger and ramp services on the ground to newer A350-900XWB. the carrier. We look forward to a close partnership with Royal Air The inauguration was attended by Cha Sang Philippines. Hyun (Branch Manager of Asiana Airlines), Jeon Su-Ock (CGK Station Manager of Asiana TFK DISPLAY AT THE DELTA AIRLINES Airlines) and Simon Ng (General Manager, PRESS BRIEFING AT TOKYO Commercial, JAS Airport Services). JAS prepared cakes, a banner and keychains for passengers. JAS is proud to be a part of this milestone in Asiana Airlines’ history. At a press briefing held by Delta Airlines, TFK showed their current Delta menus (for all classes) out of Japan. The press briefing was hosted by Mr. Steve Sear from Delta’s International Business Unit and took place at the Grand Hyatt Tokyo in Roppongi. It outlined Delta’s plan to withdraw from Narita International Airport and fully operate from Haneda Airport from 29 March 2020. ETIHAD AIRWAYS OPERATES 787 DREAMLINERS TO JAKARTA Etihad Airways (EY) welcomed the Boeing 787 Dreamliner to its flights from Abu Dhabi to Jakarta, Indonesia. The airline’s two daily scheduled services from Abu Dhabi to Jakarta have been operated by a two-class Boeing 787-9. However, on 27 October 2019, the overnight service transitioned to a Dreamliner operation. The aircraft will introduce the Dreamliner to its the daytime service on 14 December 2019. Celebrating the occasion on 27 October 2019, JAS Airport Services (JAS) provided cake, a banner and keychains for the passenger of EY. JAS is happy to commemorate this special occasion with EY. 9

CREATING CHOSEN PARTNER Flynas, Saudi Arabia’s national airline MILESTONES FOR FLYNAS IN and a reputed low-cost airline in the JAKARTA Middle East, officially serves these flight TFK CELEBRATES ITS routes – Jakarta to Madinah, and Jeddah 50TH ANNIVERSARY to Jakarta. WITH KOREAN AIRLINES JAS Airport On 7 October 2019, KLM Royal Dutch Airlines Services (JAS) is celebrated its 100th anniversary (since its proud to be Flynas’ founding in 1919). In Singapore, the local KLM chosen partner team celebrated the momentous occasion with for these stations. the crew and passengers at the gatehold room of The inaugural KL835 and KL836. SATS supported the event by flight took place providing a mini buffet and by creating a special, at Tangerang hand-crafted cake for the event. Soekarno-Hatta Airport, T3, on 22 SATS is honoured to be a part of KLM’s incredible September 2019. journey. We look forward to many fantastic years As their ground ahead. handler, JAS prepared a banner and cakes for a ceremony that celebrated the occasion. The inauguration was attended by Saudi Arabia’s ambassador to Indonesia, Esam Abed Althagafi, and the Director of the Umrah & Hajj Council, Ministry of Religion, Mohamad Arfi Hatim. TFK HANDLES VVIP FLIGHTS DURING THE ENTHRONEMENT OF THE JAPANESE EMPEROR The enthronement of Japanese Emperor Naruhito took place at aceremonyon22October2019, and TFK successfully handled at 14 VVIP flights from a variety of countries at both Narita and Haneda International Airports. Approximately 2,000 guests, including 420 dignitaries from 190 countries and international organisations attended the ceremony – with many arriving on VVIP flights. AISATS TRIVANDRUM WELCOMES AIR ARABIA The enthronement of Japanese Emperor Naruhito took place at a ceremony on 22 October 2019, and TFK successfully handled at 14 VVIP flights from a variety of countries at both Narita and Haneda International Airports. Approximately 2,000 guests, including 420 dignitaries from 190 countries and international organisations attended the ceremony – with many arriving on VVIP flights. Celebratory cake cutting. (From left) Mr. Sam Varghese (Manager, Load Control), Mr. Jose Wilson (Manager, Passenger Services), Ms. Nisha Chacko (AVP, AISATS TRV), Mr. Syed Zubair Manager (Ramp Services), Mr. Padmanabha Sarma (Airport Manager, Air Arabia), Mr. Ajo Thomas (Manager, Marketing) 10

SINGAPORE UNLOCKING ACHIEVEMENTS SATS TAKES HOME THE “BEST HANDLER AIRLINE INNOVATION” AWARD AT GROUND HANDLING INTERNATIONAL’S ANNUAL CONFERENCE SATS was awarded When narrow paths are detected, the with the “Best Handler system alerts the staff member who is Airline Innovation” award leading the convoy of the obstacles via a at GHI’s 21st Annual mobile app. The smart wheelchair also Conference in Amsterdam features active braking, which allows it to on 5 November 2019. maintain its balance on slopes the slope at steep aerobridges. WElink’s coloured Best Handler Airline lights provide visual safety cues, while smart seatbelts stops a convoy when an Innovation Award: SATS unbuckled seatbelt is detected unbuckled. These are just a few of the safety features Passenger Services that enhance the passenger experience for wheelchair users. Launched in 2018, Ground Handling WElink and Project D3 , International’s (GHI) Pride of Ground Project D3 (Digital Dynamic Deployment) Handling Awards celebrates excellence Singapore complements the WElink system with in ground service across the globe – real-time, on-demand deployment. honouring the people on the ground who WElink is a multi-sensory smart wheelchair Deployment officers have a bird’s-eye are passionate about performing the that reduces the need for a staff member view of the location of all staff members perfect turnaround. The awards showcase to physically push wheelchairs (for up to and wheelchairs. The system also improves stations that go the extra mile to deliver 3 passengers per convoy). The wheelchair processes by sending jobs electronically exemplary service to airline customers is not only more comfortable, but also (via mobile devices). – the men and women on aprons across ensures the safety of passengers with the world who exemplify a commitment to its in-built sensors that automatically quality, safety, teamwork and innovation. navigates the wheelchair and stops it before obstacles. SATS WINS THE “2019 ASIA PACIFIC DIGITAL TRAILBLAZER” AWARD AT THE 3RD ANNUAL IDC DIGITAL TRANSFORMATION AWARDS SINGAPORE SATS boosted its reputation as an Asia Pacific Digital Transformer reproduce recipes with reliable consistency. Virtual environments and Omni-Experience Innovator by clinching a total of 4 awards and production line simulations have enabled SATS to deal with at the 3rd Annual International Data Corporation (IDC) Digital various scenarios in the kitchen – providing the team with a Transformation Awards ceremony, which was held on 24 October comprehensive understanding of the impact of multiple variables 2019. This included the “Most Outstanding Digital Trailblazer” in real-time. Since employing this technology, SATS has improved award, which is awarded to the region’s overall winner. our overall planning productivity by at least 30%. One of these innovations is SATS’ proprietary Digital Twin SATS is proud to be recognised for our efforts as a digital Technology, which is used to gather culinary insights and transformer. experiences of its chefs digitally - empowering them to plan and 11

UNLOCKING “READY TO TRAVEL” APP IS THE ACHIEVEMENTS PREFERRED CHOICE AMONG TRAVELLERS SATS RECEIVES SATS launched its PLAQUE OF “Ready To Travel” APPRECIATION FROM app on 11 August DELTA AIR LINES 2017 at the National Association of Travel 22 September 2019 marked a bittersweet Agents Singapore day as the final Delta Air Lines flight (NATAS) travel fair. departed from Singapore. SATS received Since then, the a Plaque of Appreciation from Delta Air app has gained Lines for our support over the years. We popularity, recently are honoured to have supported Delta as winning two awards a partner. All the best Delta! at Tripzilla Excellence Awards 2019. Ready To Travel was nominated for the “Best Travel WiFi” and “Best Travel App” categories. Voting took place between the 7 to 31 October 2019 and after the votes were counted, over 50 trailblazers presented with accolades. Ready To Travel won both the categories it was nominated in, clinching over 50% of the votes in each award category. Past year winners include Skyscanner, AIG, and Hotels.com. Thank you for supporting Ready To Travel, we look forward to further enhancing your travel experience with us. About TripZilla The prestigious TripZilla Excellence Awards returned for its fifth year, honouring travel companies that deliver stellar experiences to customers and propel the industry to greater heights. SATS RECOGNISED AS THE “AIR CARGO TERMINAL OPERATOR OF THE YEAR” BY SUPPLY CHAIN ASIA SATS has been awarded the distinction of “Air Cargo Terminal Operator of the Year” by Supply Chain Asia. The award was presented to SATS at the Supply Chain Asia Forum, which was held at Resorts World Sentosa (Singapore) on 11 September 2019. Supply Chain Asia Forum 2019 brought together over 2,000 of the best minds in the logistics and supply chain sectors to deliberate major issues, explore opportunities and discuss challenges impacting the industry. Into its fourteenth year, the Supply Chain Asia Forum continues to recognise individuals and corporations that contribute to the growth and development of the industry. 12

UNLOCKING ACHIEVEMENTS SATS CELEBRATES “15 YEARS OF CARGO EXCELLENCE” WITH AIRBRIDGECARGO AirBridgeCargo Airlines (RU) celebrated awarded “Outstanding GHA (APAC)” – a its 15th anniversary at a gala dinner and endorsement of our partnership with RU in awards ceremony on 12 September 2019 at the region. Commemorating this milestone Pan Pacific Singapore. Over 150 guests and for RU, SATS prepared a customised cake partners of AirBridgeCargo attended the that featured RU’s 15th anniversary logo. event. SATS is honoured to be the chosen ground RU has expanded their presence in Asia handling partner for AirBridgeCargo. We and is a brand associated with exemplary wish RU every success in their international quality, service, and international expertise. expansion efforts. The awards ceremony also saw SATS being VIETNAM AIRLINES SIN STATION RECEIVES THE “MOST OSP IMPROVEMENT STATION 2019” AWARD Vietnam Airlines held a small party at their airport office to celebrate winning the “Most OSP Improvement Station 2019 award”. SATS was happy to join in the celebration. We look forward to achieving even greater operational excellence with Vietnam Airlines. 13

UNLOCKING OVERSEAS ACHIEVEMENTS AISATS HYDERABAD CABIN GOLD AWARD FOR CLEANING ACHIEVES 100% ON-TIME EVERGREEN SKY CATERING PERFORMANCE FOR CATHAY PACIFIC CORPORATION FROM ALL NIPPON AIRWAYS At AISATS, we endeavour to offer our customers a seamless and engaging experience. That’s why our team places great emphasis on operational Evergreen Sky efficiency in ramp handling. We are proud to announce that our cabin cleaning team achieved a 100% on-time performance this year for our Catering Corporation customer, Cathay Pacific. This is a new record set by the team. (EGSC) was awarded with the “2018 Best Short Haul Caterer Award - Gold Prize” from All Nippon Airways (ANA) 3 July 2019. We are honoured to have received this distinguished award. AISATS RECEIVES ENVIROTAINER GROUND SERVICES AWARD “ORGANISATION WITH INNOVATIVE Air India SATS Airport Services Private HR PRACTICES” Limited- Coolport AWARD Bangalore, India AISATS was awarded with the “Organisation with Innovative HR Successfully completed a course of study related to Practices” award at the 18th edition of the Good Distribution Practices and Envirotainer containers Asia Pacific HRM Congress, which took place in Bangalore on 18 September 2019. with eight individuals assessed capable of handling life science products. The event was organised by the Asia Pacific HRM Congress to recognise the industry’s best, by benchmarking talent and HR practices. Chris Fore Issued October 11, 2019 Compliance Manager Valid for two years EVERGREEN SKY CATERING CORPORATION AISATS OBTAINS “RENEWAL WINS “BEST CATERER OF ENVIROTAINER GROUND AWARD 2018 – TIER 3 SERVICES” AWARD GOLD AWARD” AISATS received a 2-year renewal of the Envirotainer Hong Kong Airlines (HX) was awarded Ground Services Award, following a successful the “Best Caterer Award 2018 - Tier 3 completion of a course of study related to Good Gold Award” by Evergreen Sky Catering Distribution Practices, which has improved our Corporation (EGSC) on 8 August 2019. capability in handling life science products and We thank HX for the recognition. Envirotainer containers. 14 This renewal is a testament to AISATS’ commitment towards maintaining world-class handling standards of pharmaceutical shipments at its COOLPORT facility.

SATS 37TH BI-ANNUAL BUILDING SURVEY RESULTS BONDS PRESENTATION AND OKTOBERFEST 2019 BONDING AT THE SATS DEEPAVALI LUNCHEON 2019 At SATS, we value our partners’ feedback and seek to improve our service standards We celebrated Deepavali with our Indian clients by as we embrace technology and innovations holding a small gathering at the SATS Inflight Catering for a sustainable future. Centre on 8 November 2019. Good times were shared by all as everyone enjoyed the sumptuous food prepared On 17 September 2019, SATS held its 37th by SATS Catering. SATS wishes all clients a very Happy Bi-Annual Survey Results Presentation at Deepavali. Atmosphere Bistro at East Coast’s Parkland Green. We kicked off the evening with the sharing of new initiatives for gateway and catering services. This was followed by an Oktoberfest celebration that delighted attendees with dinner, drinks, a lucky draw, and networking activities. Our heartfelt appreciation to all our partners for your valuable feedback and support! 15

COMPLIMENTS Today, we encountered an incident on LH791 (flying on 26 July 2019), where a passenger lost consciousness at the gate. The person was headed to a connecting flight, and when she reached our departure gate at F54, she was already semi-conscious and grasping for air. She eventually lost consciousness. Thankfully, CAG CTM was around and performed CPR on the passenger. I would like to commend Naseer and Adelaide for their fast thinking and for getting the AED quickly. Adelaide also helped to observe the passenger’s pulse and talked to the passenger – before following the passenger to CGH to further assist with the situation. A big thank you for going above and beyond your duties. Thank you to the whole team handling this Ms. Ana Tiangco flight. Thanks to Pei Xuan for comforting the passenger’s husband as he was in shock. And thanks to Duty Manager Duty Managers Airwan and Thilaga, as well as Customer Service Manager Shah. Lufthansa Greeting from Thai Airways HYD Airport Office. On 19 August 2019, due to a hydraulic leakage issue, one aircraft (from another As you may know, Spicejet flight SG6237 airline) was stuck on the main runway at Singapore airport – resulting in only (flying from Jaipur to Mumbai [BOM]) skid and one runway being in operation and necessitating the diversion of some flights to overshot the main runway. The main runway the nearest airport. Our Air India Express flight IX682 was coming from Trichi to was then closed and the second runway was Singapore and got diverted due to this unforeseen circumstance. in operation afterwards. Many subsequent flights were diverted to other airports (such as As we have no set up at Johar airport, it was a difficult situation for us to Ahmedabad, Bengaluru and Hyderabad [HYD]). arrange fuelling and engineering clearance for the aircraft before its departure I received a telephone call from the Thai Smile to Singapore. Additionally, our deck crew was approaching their duty time Operation Centre and was informed that flight limitation. WE335 (flying on 1 July 2019) would be diverted due to the runway closure at Mumbai Airport. At midnight, with limited resources available, we tried all means to get out of this P-I-C had planned to land in HYD and loaded tricky situation – even engaging the help of our flight’s operating commander. more fuel to continue the journey to Mumbai. Meanwhile, we also contacted night SATS’s DM, Mr. Airwan, to support us with AISATS OCC had also informed HYD Thai this matter. Mr. Airwan immediately sprung to action and helped us to liaise with Airways Airport Office of the same news. M/s Petronas/Johar airport to supply fuel and provide a local engineering unit for We faced many difficulties that were caused assistance with certification of the aircraft. by the weather, airport closure, authorities and fuel company from 2am to 8.30am on 2 July While all these activities were happening at Johar, the 176 outbound passengers 2019 – however, the aircraft would eventually of IX687 (headed for Chennai) were in the security lounge in Singapore, waiting depart to Mumbai. for the aircraft to arrive from Johar. The SATS team briefed all the passengers On behalf of Thai Airways, I would like to thank about the situation and even arranged snacks for them. all the staff who helped with the handling of the flight HYDKL/Narayana, HYDKP/Praveen, as Finally, the aircraft left Johar and headed for Singapore. A quick turnaround of well as the AISATS PAX team, ramp staff and the flight at Singapore was paramount for us, as the deck crew was already OCC – all of whom worked very hard to deal approaching their flight duty time limitation. with passengers and authorities at BOM, MAA, and even HYD. Once again, DM Airwan and his team rose to the occasion – getting everything We are very impressed by your team work and arranged with speed and precision. Because of the team’s impressive efforts, the appreciate your kind corporation. flight departed from Singapore in only 40 minutes (against a ground time of 60 minutes). The calmness and patience of Mr. Airwan, while dealing with stranded Mr. Tassanai Thongsai passengers, and how he orchestrated the departure of the flight within the duty Airport Services Manager time limitations, was exemplary. This exemplary handling of a disrupted flight Thai Airways International PCL, Hyderabad has been commended by our AIX-HQ too. Please convey our heartfelt appreciation to everyone involved. Ms. Leena Vineeth Station Manager Trivandrum Air India Ltd Please extend our appreciation to Ms.Sam, the officer on duty on 22 September 2019. She helped our passenger, who had left his camera in a taxi. We received a compliment from the passenger, who was very happy to get his camera back – as all his best memories from Singapore were in his camera. Ms..Sam took the initiative to contact the taxi driver for the passenger. Thank you so much for all your support! Ms. Aiko Tamura Airline Representative Japan Airlines For any feedback or enquiries, please contact Ms. Jace Hu (+65 6541 3909, [email protected]). Passion To Delight is for the private and general information only of our clients and partners. SATS Ltd. and its group of companies (“SATS”) make no representation or warranty as to the accuracy, adequacy, completeness or reliability of the contents. SATS expressly disclaims any liability whatsoever for any loss or damages howsoever caused arising from or in connection with the use or reliance of the whole or any part of the contents in any form whatsoever. SATS Ltd. 20 Airport Boulevard, SATS Inflight Catering Centre 1, Singapore 819659 • www.sats.com