Passion to Delight Issue 35

ISSUE NOV 17 35It has been a very busy and eventful 2 months Cebu Pacific, Korean Air, Spring Airlines and won the “Asia Disruptor of the Year 2017for SATS. Vietnam Airlines as they operate out of the Award”! For Catering, we received the “Caterer new Changi Airport Terminal 4! Another state- of the Year 2017 Award” by International FlightSATS FOOTPRINT of-the-art airport with automated check-in and Services Association (IFSA) 2017 CompassWe have signed a MOA with Turkish Airlines to fingerprint recognition facilities for a new age Award, we were also crowned the “Best Catererform a Inflight Catering unit at the Istanbul New passenger experience. 2016 – Gold Award” by Cathay Pacific AirwaysAirport. We also expanded our ground handling (CX). For Cargo, we were recognised for the 4thbusiness in Malaysia through partnership DAMMAM CARGO OPERATIONS consecutive year as the “Ground Handler of thewith AirAsia. These expansion will extend our We are also proud to officially commence our Year” by Payload Asia 2017.international footprint from 47 airports to more cargo operations in Dammam (DMM) underthan 60 airports (and growing!), achieving our SATS Saudi Arabia, with KLM Royal Dutch We will continue to focus on providing the bestmission as the first-choice provider of Food Airlines as our launch partner. We are committed quality service to all our customers, not only inSolutions and Gateway Services by delighting to deliver the highest industry standards in DMM. our home base Singapore, but in all locationscustomers with our innovation and passion. that SATS is present. INDUSTRIAL RECOGNITIONTERMINAL 4 Meanwhile we continue to receive recognition More details of each activities can be foundWe celebrated the inaugural flights with AirAsia, from the industry – SATS PCEO Mr Alex Hungate inside this newsletter! 02 04 04 06SATS and Turkish Airlines SATS Saudi Arabia welcomes SATS PCEO Mr Alex Hungate SATS gears up for the airportssigned MOA to form Catering KLM Royal Dutch Airlines as the named “Asia Disruptor of the of the future with augmentedJoint Venture in Istanbul New launch partner Year” reality technologyAirport

2 COVER STORYSATS and Turkish Airlines signedMOA to form a Catering Joint VentureCompany in Istanbul New AirportOn 18 October 2017, SATS inked a Memorandum of Agreement (MOA) withTurkish Airlines to set up a Catering company for the provision of providing in-flightcatering services to Turkish Airlines and other airlines at Istanbul New Airport.This third international airport at Turkey is expected to be opened in the fourthquarter 2018. Turkish Airlines currently operates a total of 300 international anddomestic routes out of Turkey.Stay tuned for more updates in our newsletter! Artist Impression of the Istanbul New Airport that will be ready in end of 2018 Source: Nordic-Office of Architecture/ Grimshaw Architects/ Haptic Architects

3 COVER STORYWe are ready for Terminal 4!Before the cut-overSATS has been working very closely with Changi Airport Group and our airline customers on the cutover of their operations to Changi AirportTerminal 4. On 24 October 2017, a full rehearsal of all the aircraft handling operations was carried out, including a fire emergency rehearsal.Everything had proceeded smoothly and we are prepared to handle our customers at Terminal 4.Airlines officially cut-overCongratulations to our airline customers on their successful commencement of first flight out of Terminal 4!31 OCTOBER 2 NOVEMBERKorean Airlines Cebu Pacific 7 NOVEMBER2 NOVEMBER 7 NOVEMBERSpring Airlines Vietnam Airlines AirAsia Group (AirAsia Berhad, Thai AirAsia, Indonesia AirAsia and Philippine AirAsia)

4 COVER STORYSATS Saudi Arabia commences cargo handling for KLM RoyalDutch Airlines at King Fahad International Airport, DammamOn 22 August 2016, we announced thatSATS is entering into the Dammam (DMM),Saudi Arabia market to build a new air cargofacility there. The move is part of our overallplans to expand SATS’ reach in the AsiaPacific and Middle East. A wider networkwill allow SATS to offer airlines more andfaster connections which is essential in anincreasingly competitive market.We are now pleased to inform you that on approach to deliver the highest industry entry into the promising air cargo handling30 September 2017, SATS Saudi Arabia standards in DMM. SATS Saudi Arabia aims market in Saudi Arabia.successfully welcomed its launch customer to provide its customers with reliability, fasterairline, KLM Royal Dutch Airlines, to its turnaround times and increased market SATS Saudi Arabia is working on forging newStart-up Cargo Terminal. The flight from opportunities. Our partnership with KLM partnership and look forward to serving ourAmsterdam, KL421, landed in DMM and Royal Dutch Airlines is a milestone for SATS customers at our new air cargo facility. Lookdischarged close to 7 tons of cargo, including Saudi Arabia, as it brings with it our official forward to more updates in time to come!fresh flowers and oil field services equipment,before continuing its way to Muscat, Oman.SATS Saudi Arabia was awarded thecargo handling contract after a rigoroustender process, during which the companyconvincingly demonstrated to KLM RoyalDutchAirlines itscommitmentand professionalSATS PCEO Mr Alex Hungate – “Asia Disruptor of the Year Award” atthe Asia Business Leaders Awards (ABLA) 2017SATS PCEO Mr Alex Hungate won the “Asia Disruptor of theYear Award” at the Asia Business Leaders Award (ABLA) 2017held on 2 November in Shanghai. Top commerce achievershave been honored by the Consumer News and BusinessChannel (CNBC) Asia Business Leaders Awards every yearsince it first started in 2001.Mr Alex Hungate has been crowned this award as his continuedeffort to embrace technology with vengeance has transformedthe company into a pioneer when it comes to technologicalinitiatives. Over the past 3 years, Mr Alex Hungate automatedSATS’ central kitchen operations and the company’s entirecutlery cleaning and sorting process, which has reducedlabour by 80% and boost productivity by 36%.Furthermore, Mr Alex Hungate also successfully rolled out“eAcceptance” – an automated system that’s designedto process cargo export clearances with single point oftransaction. Mr Alex Hungate is determined to continue toautomate in other fields such as to improve the process forpassengers on and off aircraft, as well as the movement ofbaggage.

5 COVER STORYVoted as Ground Handler of the Year for fourthconsecutive year at Payload Asia Awards 2017SATS was named “Ground Handler of the Year”(Industry Choice Award Segment) for the fourthconsecutive year. Our Cargo team received thisaward at the Payload Asia Awards 2017 Ceremonyheld on 11 October 2017 at the Singapore CrownePlaza Changi Airport Hotel. This award is based onassessment by an international panel of industry-wide experts from the air cargo industry.This award is a testimony of SATS’ commitmentto service excellence in operational performance,customer service and product innovations andserves as recognition of the hard work put in by ourstaff.Our heartiest congratulations go out to our airlinepartners who have won awards at Payload AsiaAward 2017!SATS bags ‘Caterer of the Year’ at IFSA 2017 SATS wins “Best CatererCompass Awards 2016 – Gold Award” by Cathay Pacific AirwaysSATS has won ‘Caterer of the Year’ at the With a team of acclaimed international again!International Flight Services Association chefs from over 20 countries, SATS is(IFSA) 2017 Compass Awards. IFSA is able to provide a wide range of cuisines, SATS was awarded with the prestigiousa global professional association created customise dishes for airlines’ signature “Best Caterer 2016 – Gold Award” byto serve the needs and interests of creations, seasonal food promotions and Cathay Pacific Airways’ (CX) in their Catererthose responsible for providing onboard celebratory festive offerings. In addition, Performance Recognition Programme. Thispassenger services. SATS is the only in-flight caterer in the will be the second year in a row that SATS world with our own panel of SATS Culinary has won this award.In particular, the ‘Caterer of the Year’ Award Consultants (SCCs). Five Internationalrecognises those whose contributions Celebrity Chefs from China, Indonesia, Every year, CX will assess each of theirto the onboard experience exceeded New Zealand, Singapore and South Korea caterers based on a stringent set of criteriaall others in terms of innovation and develop a special menu of over 100 new including safety, innovation, quality, customerexcellence in service. The winner has been delicious, authentic Asian and international satisfaction, assurance of supply and cost.chosen through voting by the association’s dishes curated to further enhance the For 2016, SATS Catering not only improvedmembers and subsequent selection by passenger on-board experience. on their 2015 results but also exceeded thea panel of 4 industry experts. SATS is challenging target set for 2016.honoured to be awarded this recognition. SATS works towards providing consistentSATS aims to redefine the in-flight dining high quality services to our customers and isexperience and has established ourselves always seeking new ways to improve.as an industry leader in this aspect throughthe continuous pursuit of innovative means.Through the years, we have deployedinnovative technologies to enhance mealquality, consistency and taste.

6 PARAMOUNT INITIATIVE SATS gears up for the airports of the future with augmented reality technology• Introduces disruptive technology to with critical information such as loading Tour of SATS Tech Ramp Control Centre. digitise and shorten ramp handling instructions in real-time. Using the wearable processes AR technology, operators will be able to SATS is also investing in next generation scan visual markers found on baggage and training aids including Virtual Reality• Increases accuracy, efficiency, cargo containers that provide details such technology which is a highly visual productivity and safety as weight, unit number, loading sequence approach that can simulate accurate and the allocated position within the aircraft. on-ground scenarios within a safe and• Enhances connectivity for customers This hands-free process improves safety, controlled environment. This also allows between SATS’ ground handling and increases the accuracy and efficiency staff to undergo training at their own time operations across Asia of baggage and cargo loading. and convenience, without disruption to their work schedules and ground operations.5 September 2017 – At an event held This AR technology disrupts andat Crowne Plaza Changi Airport, SATS revolutionises the way ramp servicesofficially showcased our augmented are delivered, so to ensure successfulreality (AR) smart glasses. This world first implementation, SATS will be introducingunderscores SATS’ leadership in gateway the smart glass in phases with fullservices and food solutions through implementation expected by mid of nextdeploying disruptive technologies to create year. Change management is critical, withinnovative new services. almost 600 staff undergoing training.The ergonomically-designed smart glasswill provide SATS’ ramp handling staff

7 OUR COMMUNITYSATS InnoFiesta onWheelsSATS InnoFiesta 2017 is a series of in-house eventsand activities, showcasing the different technologiesand innovations that SATS is investing and developingfor the workplace to improve workplace efficiency andsafety.The latest offering of SATS InnoFiesta 2017 is the SATSInnoFiesta 2017 on Wheels – a large truck converted tohold displays of the latest technologies and innovations.The truck had been to different work areas in SATS forstaff to have hands-on experience.Mural Painting @ Assisi HospiceSATS Senior Management team, led by PCEO Mr. Alex Hungate, visited ouradopted charity Assisi Hospice on 29 September 2017 for a mural paintingactivity. SATS is happy to be able to contribute to this event.

8 EXPANDING BOUNDARIESExpanding Boundaries In Renewed Partnership Across SATS’ NetworkOur Business Network SATS would like to express our gratitude to the following airlines for the continued support! Airline JV. Station Thai Airways AISATS, BLR, HYDForging New Partnership Across SATS’ Network AirAsia X BSFS, KULSATS welcomes the following new customers into our network! Japan Airlines SATS, SINAirline JV. Station Jetstar Pacific Airlines SATS (Cargo), SINPhilippine Airlines BSFS, KUL Lao Airlines SATS, SINAir France MIC, MLE Nippon Cargo Airlines SATS (Cargo), SINChina Eastern Airlines PT Jas, CGK Saudi Arabian Airlines SATS (Cargo), SINJC (Cambodia) International Airlines SATS HK, HKG Turkish Airlines SATS (Lounge), SINHebei Airlines SATS, SIN Vietnam Airlines SATS, SINNorwegian Airlines SATS, SIN Asiana Airlines SATSHK, HKGFinnair Taj SATS, GOA Finnair Taj SATS, DEL AirAsia TCS, SGN Thai AirAsia TCS, SGN Fedex TFK, NRT Finnair TFK, NRTSATS collaborates with AirAsia to expand groundhandling business in MalaysiaOn 30 October 2017, SATS and AirAsia signed anagreement to expand ground handling business in Malaysia.SATS would acquire 50% stake in AirAsia’s Ground TeamRed Holdings (GTRH) and form a Joint Venture Companyin Singapore named “SATS Ground Services Singapore(SGSS)”. In Malaysia, GTRH will be renamed SATS GroundTeam Red Holdings (SGTRH), and form a 50:50 jointinvestment between SATS and AirAsia.Through this partnership, SATS will be able to foster greaterefficiency to ground handling operations in Changi AirportTerminal 4 as SGSS team would provide ground handlingservices to the airlines operating out of T4.Moving forward, SATS will alsoexplore expanding its groundhandling business into otherAsian stations such as Indonesia,Philippines and Thailand.

CREATING MILESTONES 9Employees of the Month JUL 2017SATS recognizes our staff who have performed well and awards them for their hard work and effort.We are proud to share with you our star employees for the month of July and August 2017.(From Left) Lee Chong Peng, Rentoy Joselito Lumbreras, Chen Ru, Rizwana Bte Johari, Mohammad Najib bin Mohd Yacob, Adillah Bte Mohamed Ali, Lenggesvara Balasundran, Yao Wei, M Raja s/o Mani,Daud Bin Hashim, Anita Binte Hashim, Azlan Husni Bin Ali Md Bansir, Julia Tan, Koh Hwa Khiang Wilson, Wong Yoke Ching, Murugesu s/o Arumugam, Mohamed Shahruddin Bin Mohamed Ismail, Seet Ai LingJasmine, Ngai Loke Meng Chapman, Vijenthiran A/L Arjunan, May Cruz Raquel Sadiasa, Danabalan A/L Kondayappan, Noralam Bin Haji MawardiBest of Both Worlds - Jetstar AsiaCabin Crew Engagement EventSATS Asia Pacific Star (SATS APS) his speech “Best of both worlds…. Best Jetstar Asia’s Cabin Crew enjoying all the productssuccessfully hosted the 1st JetstarAsia Cabin Airline serviced by the Best Airline Service sampling and trainingCrew Engagement Day on 28 September Provider in Singapore”.2017, attended by 150 participants who Speech of Jetstar Asia’s CEO Mr. Bara Pasuphati.were treated to a fun-filled day with lots of The crew were then given the opportunity toactivities and entertainment. engage with the suppliers that provided them with product trainings and Q&As to allow themThe event was opened by SATS APS GM to better understand the products that theyMr. Ranjiv Ramanathan which introduced are selling on-board. In addition, the crowdnew and exciting F&B items as well as were also entertained by two lovely andincentives to the crew to motivate them to be electrifying dance and song performancestop selling cabin crew. Jetstar Asia CEO Mr. led by the cabin crew.Bara Pasuphati also welcomed everybodywith good news stating that Jetstar Asia has SATS APS is looking forward to the nextachieved the highest record in F&B sales year’s event with Jetstar Asia where we canhistory just from the first month of operation report even more record breaking sales.after SATS APS took over. As quoted from

10 CREATING MILESTONESNorwegian Air UK commences Direct Services betweenLondon-Gatwick and SingaporeCake cutting ceremony graced by SATS EVP Gateway Services Mr. Yacoob Piperdi, DI CEO Mr. Lennart Ceder and CAG Managing Director, Airhub Development Mr. Lim ChingKiat.Norwegian Air UK (DI) commenced the A ribbon cutting ceremony was held outside theworld’s longest low-cost flight and arrived at gatehold room to welcome the airline’s arrival. FromSingapore Changi Airport on 29 September left: CAG Managing Director, Airhub Development Mr.morning. The airline operates this route four Lim Ching Kiat; DI CEO Mr. Lennart Ceder and SATStimes weekly with the new Dreamliner Boeing EVP Gateway Services Mr. Yacoob Piperdi.787-9 that offers 2-class economy seats topassengers.To celebrate DI’s inaugural flight intoSingapore, SATS has prepared customisedhand-crafted cookies as well as cakes for thecrew and passengers flying on this flight.SATS is honoured to be the chosen groundhandler and caterer for Norwegian, and wewish DI every success in their expansion intoAsia.

11 CREATING MILESTONESTriple the joy! SATS Air India Express Supporting Singapore British Airways (BA)celebrated with United inaugural flight to Airlines Charity Run 2017 celebrated with SATSAirlines, Lao Airlines and Madurai team on the remarkableHebei Airlines! The Singapore Airlines (SIA) Charity 3rd Quarter Airport Upsell Air India Express has commenced Run was held at The Float @Marina Performance (AUP)29 October 2017 was an eventful its inaugural non-stop flight between Bay on 8 October 2017, where achievementSunday for SATS and 3 of our airline Singapore and Madurai on 16 proceeds raised from the event werecustomers. We started the day by September 2017. donated to Community Chest of On 26 October 2017, Britishcelebrating with United Airlines on SATS is honoured to be Air India Singapore. SATS participated in the Airways held a “Quarter 3 Airportthe commencement of daily non- Express’ service partner. Charity Run and also supported the Upsell Performance (AUP) Awardstop Dreamliner service between event by sponsoring F&B items at Ceremony” with the SATS team.Los Angeles (LAX) and Singapore China Eastern Airlines VIP suite at the Float. SATS is very happy to have achieved(SIN). Our SATS Chefs creatively commences Yantai- an AUP target far exceedingset up a table top of delectable Fuzhou-Singapore flight! SATS team of runners. expectation! Top 3 Customerdelights for the passengers and Service Agents, Dominic Lew,guests. Hilda and Devi received individual achievement awards. On top of that,We were also excited to welcome Dominic and Devi also walked awayback Lao Airlines which resumed with a special award for achievingtheir 3 times weekly service from the “Special Bonus Target”. TheLuang Prabang (LPQ) via Vientiane BA Team also gave out tokens of(VTE) – Singapore (SIN). appreciation to the rest of the team for their contributions to the great results. Our sincere thanks to the BA Team for recognizing our team’s efforts. Congratulations to China Eastern Airlines (MU) for the successful launch of your inaugural flight from Yantai-Fuzhou-Singapore on 1 November 2017!In the afternoon, we welcomed a Supporting World Airline SATS sponsored F&B items at VIPnew airline customer, Hebei Airlines Road Race 2017 suiteinto SIN. Hebei Airlines operatesdaily flights from Shi Jia Zhuang TFK develops Japanese & Chinese Menus for Air(SJW) via Hangzhou (HGH) – Tahiti NuiSingapore (SIN). The inauguralflight was welcomed by a lion Two TFK Chefs, one Japanese Cuisine Chef and one Chinese Chef, weredance performance, followed by gift selected and traveled to Papeete to develop Japanese and Chinese Menusexchange between SATS and Hebei which will be used for Lunch & Brunch on Air Tahiti Nui flights from PapeeteAirlines. to Japan.CONGRATULATIONS once again World Airline Road Race (WARR) is Final Menu being selected.to United Airlines, Lao Airlines and an annual worldwide athletic eventHebei Airlines. to promote travel within the airline industry and foster friendships and co-ordination between airlines. SATS is a proud sponsor for the catering for this meaningful event. Sample Menu photos.

12 CREATING MILESTONESTourism Ministry partners More than 50 airline customers were while performing work tasks. AISATS) and other dignitaries of Airwith PTJAS for co- invited to attend the event. During the India and AISATS.branding deal event, SATS HK new management During the campaign, the ramp staff team shared the new mission, visions learnt and practised the correct and AISATS Delhi congratulated Air India and developmental direction. It was safe work postures through fun and for this expansion. an enjoyable bond building session. interesting interactions. Through participation in all the activities, Etihad Airways SATS HK aims to increase workplace recognizes ‘Best safety awareness. Performers’ in AISATS’ BLR PAX teamAround 1,000 participantsparticipated in Tourism National Farewell and welcome (from Left) Mr. Benny Chan (DeputyCoordination Meeting (Rakornas) III, General Manager), Mr. Stewart Chun (Acting General Manager), Mr. Andrew26 September 2017 in Jakarta held Lam (SVP Greater China), Mr. Richard Tan (former General Manager), Dr.by the Tourism Ministry. Stanley Kan (Chairman) and Mr. Ivan The masseur is asking ramp staff Lei (Chief Financial Officer) about their physical conditions.Among the event’s main activitywas the signing of memorandum Presentation by Dr. Stanley Kan. Etihad Airways(EY), Bangaloreof understanding (MoU) by 12 local Airport Manager Mr Bhaskarbrands including PTJAS to carry out Mazumdar awarded Ms Wincy anda co-branding partnership with the Mr Abhishek from AISATS Bangaloreministry, following the MoU phase (BLR) passenger services teamI which was held in 10 August 2017 for achieving highest revenuewith 28 brands. generation (For EY) and best all round performance (In EY Handling Team) respectively during the month of June 2017. Massage in progress.“This co-branding is targeting 100 SATS Hong Kong Safety Vistara appreciatesbrands by the end of 2017, consisting Campaign 2017 AISATS’ Bangaloreof premium products that have passenger services teamhigh-buying power and use local AISATS Delhi supports Air for error free handlingingredients,” Minister of Tourism of India inaugural Delhi —Indonesia, Arief Yahya said. Stockholm flight Vistara commended AISATS Bangalore (BLR) entire passengerThe ministry’s Archipelago Marketing Mini match in progress. Scores Air India grew their global network service team, under the supervisionDevelopment deputy Esthy Reko recorded for the correct postures. by starting new flight from Delhi to of Mr Dastagir Badsha, for givingAstuti said the co-branding deal Stockholm from 16 August 2017. To error free handling and by exceedingwould be conducted once every three Safety is always the first priority facilitate passengers, Air India also various parameters which was anmonths and PTJAS brands have for SATS Hong Kong (SATS HK). set up new check in operations at amazing work performance giventicked all three main requirements: In order to improve the safety Terminal-3. by every staff. A session was held topremium product, Indonesian product awareness, SATS HK had specially The event was honoured by Mr. give recognition to the team.and has national and international held a campaign with various different Ashwani Lohani (then Chairman &distribution channels. kinds of activities over the week. Both Managing Director of Air India), Ms AISATS BLR team will work harder airline customers and ramp staff were Meenakshi Dua (Executive Director and look forward to many more suchFarewell & Welcome invited. North region), Mr. Hoa Kai Ee (Senior motivating meetings with Vistara.lunch cum Meet Vice President Delhi & Mangalurucustomers by the New Apart from educational talks, miniSATS Hong Kong Team games and a workshop about protecting spine added the fun factorSATS Hong Kong (SATS HK) held of this safety campaign. In addition, aa luncheon to introduce the new mini match was also held with scoresmanagement team on 29 August taken for the correct postures adopted2017.

13 UNLOCKING ACHIEVEMENTSAISATS Coolport now HACCP 2016 PAL Mabuhaycertified Awards - Best Airline CatererAISATS Coolport is now India’s first procedures and record keepingon-airport perishable cargo handling to prevent, eliminate and reduce BAIK has won the 2016 Best Airline Catering Awardcenter to be Hazard analysis critical physical, chemical and biological for the Asia and Middle East region from Philippinecontrol points (HACCP) certified. hazards occurring during cargo Airlines. This award is given in recognition of theAISATS Coolport is HACCP compliant operations. HACCP certification exemplary performance in the provision of inflightas per Codex guidelines of HACCP- ensures that food items are handled catering service to Philippine Airline.CAC/RCP 1-2003 for providing at a facility which is temperaturewarehouse facilities, storage and controlled, clean and follows best The assessment of the award is based on thehandling of food and perishable cargo. practices at par with the Global Food consolidated scores gathered for the period 1 Safety Standards. January to 31 December 2016 from the concernsAn audit was conducted for premises and compliments of flight incident report andwherein operational processes such letters from passengers including rating scoresas cargo receiving, storing and submitted by the Food planning and standard,handling, equipment installation and Galley planning and Ground handling Divisions.its maintenance, personnel selectionand training, sanitation and pest BAIK representatives were invited to Manilacontrol and handling of damaged together with other awardees and respectivegoods were checked. station managers for awarding ceremony on 23 August 2017. Mr.Jaime. Viol, the SAVP- cateringAn assessment was done using 7 operations and Ms. Betty You, Beijing StationPrinciples of HACCP i.e identifying manager presented the Best Caterer Award tohazards, determining critical control BAIK.points, establishing critical limits,monitoring procedures, correctiveaction procedures, verificationAISATS Delhi won ANA QualityAward 2017AISATS Delhi (DEL) received All Nippon Airways (ANA) Quality Award in the Tier3 region category (Asia Pacific and Australia). ANA Quality Awards cover areas ofCustomer Satisfaction Index, Ramp Safety, MHB and OTP.To celebrate the receipt of ANA quality award 2017, a get together was organized.AISATS DEL along with All Nippon Airways team jointly cherished their qualityaward win at DEL. The event was attended by ANA General Manager- Mr. ÝasuoTaki, Station Manager- Mr. Ito Susumu and their airport staff. Station ManagerMr. Ito Susumu congratulated the AISATS staff for their constant support at theairport for the smooth ride of passengers travelling by All Nippon Airlines.AISATS DEL is happy and honoured to be All Nippon Airways’ chosen groundhandler at DEL.

14 B U I L D I N G B O N D SSATS 33rd Bi-annualSurvey ResultsDinnerReflecting on our performance of the past months bygathering and reviewing the feedback of our airlinecustomers, the results of the review was shared ona dinner event organised on 12 September 2017. AsMid-Autumn Festival was approaching, mooncakesampling booth was set up, together with lanterndecorations in the dinner event. Besides sharingon the survey results, we also shared on the latestinitiatives in SATS. At the event of the dinner,customers went home with a basket of customisedbread baked by SATS Chief Baker Michael Lim. Wewould like to thank everyone for your support whilewe work on improving our services to our customers.Celebrating the 11 Sep 2017 is Ethiopia New Year. Hence, SATS Passenger Services preparedEthiopia New sweets for the passengers at the counters of ET639/11Sep flight. Some balloonsYear 2017 were used to decorate the area and we wished passengers a Happy New Year with the signage displayed as well. Many passengers were delighted and requested to take pictures at the counter.

B U IL D IN G B ON D S 15 Get-together for Deepavali 2017 Our Indian customers were invited on 10 October 2017 to a delectable lunch prepared by SATS chefs to share the Deepavali festive spirits. Deepavali Walkabout 2017 SATS senior management also did a walkabout to our operational units to celebrate this festive season with our staff!SATS Oktoberfest2017Drink beer and make merry! Thatis the goal of the Oktoberfest eventon 6 October 2017 held at LittleIsland Brewing Co – a quaint localmicrobrewery nestled in a quiet cornerof Changi Village. Bonds were madeor strengthened over beer and thedelicious dinner spread.

16 HEARTFELT COMPLIMENTSCompliment for Customer Service Officer Nurjihan Osman In my capacity as Scientific Adviser to Raksha Mantri andfrom passenger who travelled on 22 September 2017: Director General, Defence Research and Development Organisation and also as the country’s prestigious Dr APJ“She made me feel very welcome; she recognised me and Abdul Kalam Missile Complex is situated at Hyderabad,was clearly looking out for me. When I told her I had back I travel very often by Air India from Hyderabad. During mypain, she took it upon herself to go above and beyond the movements, I regularly come across AISATS officials, Aircall of duty to make me more comfortable. Her kindness India staff, GMR guest relations among many others.and genuine caring really touched me. It’s people like herthat make all the difference. My view of BA has improved I have personally observed that AISATS and Air Indiaa hundred fold because of her. You cannot imagine how officials particularly serving at Hyderabad Airport alwaysjust one act of kindness and genuine caring can change my strive to set new benchmarks with their continued dedicatedperception of the Brand. Please make sure she knows how efforts and have elevated the stature of their profession andmuch I appreciated her help and kindness.” organisation. My compliments to AISATS and Air India would be incomplete if I do not highlight exceptional services of Mr Mr Shirvani N. Rakesh and Ms. Mariyam, senior AISATS officials who British Airways handle the Meet & Assist requests from higher officials of the Premier Executive Club member Government of India.I am writing to convey my sincere appreciation to the I compliment their efforts and wish the AISATS team a greatdeserving staff for their effort towards seamless handling of time ahead and I also wish to congratulate Senior DutyFJ360 on 14 October 2017. Managers of Air India, Hyderabad for their dedicated efforts in ensuring hassle free facilitation and seamless movementWe had almost full flight with relatively high number of coordination.standby passengers. It was busy at both at check-in countersand interline with the various challenges we faced in-terms of Dr G. Satheesh Reddyexcess baggage to documentation etc. In addition, there were Ministry of Defence, Government of Indianumerous VIP/CIP Movements with senior management Director General of Defense Research and Development Organizationmembers from Fiji Airways on-board too. There was a flight which was diverted to SIN due to badWith the support of the all the staff handling the flight, we weather in KUL. The staff on duty when this diversionhave a seamless handling across all touch points, mostly happened were extremely helpful. Most notably, SIOCimportantly on-time departure team. Duty Manager Desmond Tay and Flight Operations Duty Manager Joseph were very helpful in getting the flight planAll staff involved in the handling should be duly commended printed. They also did their best to get the flight plan rushedfor going the extra mile towards handling Fiji Airways to the aircraft to ensure that the aircraft is not grounded.operations. Please convey my sincere gratitude to these gentlemen and commend them accordingly. Mr Jahir Hussain Selvaraj Arivananthan Fiji Airways Station Head (Singapore)Manager Ground Operations – Singapore AirAsia Berhad 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 asto 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.sg