SATS Passion To Delight Issue 50

ISSUE 50 JAN 21 SATS IS OPERATIONAL READY TO HANDLE COVID-19 EXSA 2019VACCINE IN SINGAPORE AND AT OUR OVERSEAS STATIONS 2020 has been a challenging year as and storage of these vaccines are cold rooms, including storage for countries around the world continued critical aspects of the process that must pharmaceutical products and a to implement measures to control be adhered to, before the vaccines are temperature-controlled Material the spread of the coronavirus. This eventually administered to the masses. Handling System (MHS). includes closing borders, restricting SATS Coolport is also has a centralised temperature monitoring system that public events and more. Fortunately, Singapore - SATS every cloud has a silver lining. With the ensures around-the-clock monitoring successful production of vaccines, we Singapore aims to become a COVID-19 of temperature conditions in the cold have another tool in our battle against vaccine distribution hub for the region. rooms – with system alerts triggered the coronavirus. In preparation, the Pharma@Changi for any temperature excursions. Committee and Changi Ready taskforce Vaccines are delicate products that Additionally, it has a security system have been set up, and are working can be damaged under excessive heat, that provides 24/7 surveillance with proactively with Singapore Changi light, or cold. Therefore, a temperature- digital recordings and access control. Airport’s key stakeholders to prepare controlled cold supply chain is crucial SATS Coolport has a “Centre of for the handling of vaccines – with SATS during transportation. Storage at Excellence for Independent Validators being an active member of both. On 21 recommended temperatures – from in Pharmaceutical Handling” (CEIV December 2020, Singapore received the point of manufacture to the point Pharma) certification that was awarded its first batch of the COVID-19 vaccine. of use – is essential. Since different by IATA, and is also “Good Distribution COVID-19 vaccines require different SATS Coolport, an 8,000sqm facility, Practices” (GDP) Pharma certified. temperatures and handling procedures, has the capacity to handle up to Read more details in this newsletter! the cold chain facilities, equipment and 300,000 tonnes of the vaccine every procedures used in the transportation year. It is equipped with dedicated Continue on page 2-4 SATS OFFERS LOW-TOUCH MEAL JAS AIRPORT SATS SHINES AT GHI’S SATS WINS “BEST CARGO SOLUTIONS IN RESPONSE TO COVID-19 SERVICES TRAVEL “PRIDE OF GROUND TERMINAL OPERATOR – MEASURES ON GLOBAL AVIATION HEALTH CHECK HANDLING AWARDS 2020 ASIA” AT AFLAS 2020 See Page 5 See Page 9 See Page 12 See Page 13

COVER STORY SINGAPORE - SATS To further prepare for vaccine handling, SATS has also undertaken the following: 1. Additional Cold Storage Space 12 truck docks with charging points for reefer containers. 2. Temperature Logger 60 temperature data loggers provide enhanced monitoring of temperatures. These temperature loggers are employed in tandem with cool dollies to allow temperature monitoring during transportation between aircraft and Coolport. There is also an ongoing effort to assess other suppliers to prepare for additional purchases of temperature loggers. 3. Cool Dolly SATS has invested in cool dollies that have the ability to maintain an internal temperature range of -20°C to +20°C and can accommodate either two AKE containers or one PMC per dolly. The cool dollies, coupled with temperature loggers, allows us to monitor the temperature that vaccine packages are subjected to during their transport route between aircrafts and Coolport. 4. Temperature-Controlled Container Charging Point In anticipation for the higher usage of active temperature-controlled containers to transport the vaccine, Coolport has set up 40 on-site charging points for these containers. 5. Dedicated Pharma Truck Dock Three temperature-controlled truck docks at Coolport are assigned to handle pharmaceutical products. The truck docks can be further assigned and dedicated to handle the COVID-19 vaccine. 6. Dry Ice Supply SATS produces our own dry ice. We have the ability to produce up to 4.5 tonnes of dry ice per day. 7. Location Tracking of Shipment SATS Tracer, an in-house developed RFID solution, is able to provide shipment status visibility of the vaccine. The SATS asset tracking system, iFleet, is used to monitor and track our tractors. The tractor location tracking capability in iFleet can be extended to monitor the location of tractors towing vaccine shipments. 8. Dedicated Pharma Team SATS has a dedicated Pharma Team who specialises in COVID-19 vaccine handling. 2

COVER STORY CHINA - BEIJING AVIATION GROUND SERVICES (BGS) The potential scale of delivery for COVID-19 vaccines is unprecedented. Just providing a single dose to 7.8 billion people would fill 8,000 Boeing 747 cargo aircraft. This big opportunity has caught the attention of many airports, airlines, and freight forwarders in China, especially Beijing. Although not a historical cargo export location, the airfreight rates in Beijing are known to be fair, transparent, and comparatively lower than some other Chinese ports. There is also excess capacity, leading to the expectation that a large number of vaccines will be shipped from China’s capital. Bearing in mind that one of the priorities of cold chain transportation is the availability of temperature- controlled facilities and equipment, Beijing Aviation Ground Services (BGS) set out to enhance its readiness by collaborating with Envirotainer (the global market leader in secure cold chain solutions for air transport of pharmaceuticals) to add Beijing Capital International Airport (PEK) to their network. The station is located at the BGS International Cargo Warehouse and stocks Envirotainer’s state-of-the- art containers (RKN e1 and RAP e2), providing the equipment to potentially ship COVID-19 vaccines to every part of the world. It also provides the additional capacity required to support the rapidly growing Chinese pharmaceutical export market in general. Due to the travel limitations put in place to handle COVID-19, training for the station startup at BGS was conducted remotely by Envirotainer’s colleagues based in Singapore. The one-week training successfully concluded and the new Envirotainer station commenced operations on 1 September 2020. Freight forwarders have provided very positive reviews, and are excited to have ready access to this resource. The partnership with Envirotainer, coupled with the CEIV Pharma certification awarded by IATA in September 2019, puts BGS in a solid position to handle the COVID-19 vaccine and other pharmaceuticals in the near future and beyond. Mr. Mike Chew (Vice President, BGS, Greater China) receiving CEIV Pharma Certification 3

COVER STORY INDONESIA – JAS AIRPORT SERVICES The Indonesian government has secured a supply of COVID-19 import terminal. The main purpose is for pharma storage, and vaccines for shipments, starting from December 2020. The if needed, e-Facilitation – which consists of resegregation, vaccine will first go to 3.4 million people in the priority group, repacking and relabelling for distribution. which includes medical workers and law enforcement officers. Refrigerated Q-Lanes (RQL) of 15°C to 25°C at both import and In anticipation of the arrival of a vaccine for COVID-19, JAS export terminals – primarily to ensure the cold-chain is intact. Airport Services (JAS) have started identifying additional cold chain storage facilities for the expected large volumes of Thermal blankets to cover ULDs on arrival and departure. vaccines that would be needed to inoculate Indonesians. JAS is Good Distribution Practices (GDP) certified. In addition, JAS has 11 cold controlled storage facilities ranging from -2°C to ensure the integrity of the product throughout the supply to -25°C (freezer room), 2°C to 8°C (chiller room), and 15°C to chain, JAS aims to ensure a higher and more consistent level 25°C (cold room) for both imports and exports. of pharmaceutical handling by acquiring the IATA CEIV Pharma certification. One of the objectives is to improve handling JAS plans to enhance the existing cold storage facilities. The of pharmaceutical products and compliance with existing planned expansion and enhancements include: regulations and standards. The validation is expected to be completed by March 2021. An enclosed refrigerated area at temperatures of 15°C to 25°C with an estimated total space of around 4100m³ at the 4

CREATING MILESTONES SINGAPORE SATS OFFERS LOW-TOUCH MEAL SOLUTIONS IN RESPONSE TO COVID-19 MEASURES ON GLOBAL AVIATION As border restrictions are gradually SATS was delighted to premiere lifting and there is an increasing need this new packaging concept on Air for low-touch meal solutions, SATS India’s repatriation flight, AI1325, on rolled out a new range of product and 29 September 2020. Our open-face packaging solutions to support the basket (a low touch solution) has been airline industry in creating a safe and readily received by Air India – as it also secure journey for its passengers. aligns with Air India’s commitment to environmental sustainability. We Developed as a result of our early look forward to continuing supporting research, insights, client feedback airlines during this climate of uncertainty and industry regulations, these by offering new and innovative food concepts offer high quality, secure solutions. and innovative solutions that prioritise hygiene, minimise crew and passenger interactions, and support various service and distribution models. These solutions are available now across our network. In addition to packaging solutions, our low touch solutions also include a wide range of carefully selected products, including Monty’s Bakehouse’s extended range of new hot handheld snacks and entrees, which come in secure and environmentally conscious packaging – providing passengers with greater choice. SIA CABIN CREW ATTACHMENT: AIRPORT EXPERIENCE AMBASSADORS (AEA) The unprecedented COVID-19 situation has opportunity to embark on an attachment caused massive distress to the global air with SATS to help with the transit operations. travel industry – with businesses collapsing as countries close their borders to curb with The first group arrived on 29 June 2020 the pandemic. and began their two-week attachment. The response was overwhelming, and Now, as countries gradually recover, travel this continued with the second group’s restrictions are being eased and borders attachment, which began on 13 July 2020 are reopening. On 2 June 2020, Singapore – lasting a month. Subsequently, we are announced that it will allow passengers from expecting more batches to participate in this certain countries to transit through its airport, experience. with enhanced safety measures put in place. These cabin crews are known as Airport The ability of airlines to carry transit Experience Ambassadors (AEA) and this passengers depends on the robustness of is the first time an airline has undertaken its processes. In proposals that need to be this collaboration. The AEA are assigned as submitted to government authorities, an ushers for transit passengers, and ensure that airline must be able to demonstrate its ability passengers are brought to their designated to put in place stringent measures to ensure area – without mixing with departing that transit passengers do not mix with other passengers in the transit area. passengers in the airport. This is to safeguard the health of passengers and air crews. The high energy levels and positive vibes that the AEA exudes are recognised by all. This poses resource challenges to us They have also been providing valuable as operations became labour intensive. feedback to SATS and helping to improve Recognising this need, Singapore Airlines’ transit operations and our overall customer (SIA) CEO offered cabin crews the experience. 5

CREATING MILESTONES SCOOT RESUMES BUY ONBOARD A WARM WELCOME AS SERVICES, LAUNCHING THEIR QATAR AIRWAYS JOINS THE SATS FAMILY DIGITAL INFLIGHT PORTAL ON 15 SATS is thrilled to extend our partnership with Qatar DECEMBER 2020 Airways (QR) for ground handling and cargo handling in Singapore. On 1 October 2020, SATS commenced From 15 December 2020, passengers handling of Qatar Airways passenger flights and travelling on Scoot have been able freighter flights. to order food, shop for duty- We are proud to be the chosen partner for Qatar free goods and play games on Airways in Singapore. their personal mobile devices via Scoothub – a digital inflight portal PROUD TO BE that serves as a one-stop-shop for MALAYSIA AIRLINES’ passengers onboard. PARTNER IN SINGAPORE SATS is proud to expand our support for SATS is honoured to be Malaysia Airlines’ chosen partner Scoot – from buy-on-board food and drinks for their ground handling and cargo handling in Singapore. to now, providing logistics for their digital inflight portal. The first Malaysia Airlines flight SATS handled was MH 623/624 on 2 August 2020. We look forward to building During Scoothub’s media launch on 26 November 2020, Scoot stronger bonds with MH in the years to come. showcased a range of hawker fare, presented in sustainable packaging that was developed by SATS. 6 The switch from printed to digital menus now allows SATS to be more agile in refreshing our menu offerings – as SATS can feature their latest food and beverage (F&B) items and seasonal campaigns. SATS will continue to work with Scoot to elevate passengers’ onboard experiences during their post-COVID-19 travels. “Scoot-mas” SURPRISE EVENT Scoot organised a “Scoot-mas” surprise event over a period of 2 days for healthcare workers and vulnerable families. The participants played festive games and were able to enjoy the experience of being onboard an aircraft after a long hiatus from travel. Some children even got the opportunity to don mini versions of Scootee uniforms and helped to serve their parents inflight meals, snacks and drinks that were prepared by SATS. SATS is proud to support this community outreach initiative and have played an important role in ensuring all food and amenities were delivered punctually and safely, all aircraft were cleaned and sanitised, and all participants with special needs were well-taken care of by our Special Services staff, who were on standby throughout the event.

SATS BRINGS A TASTE OF AIR CREATING MILESTONES TRAVEL TO PATIENTS AT HCA RESUMPTION OF INFLIGHT CATERING SERVICES BY JETSTAR HOSPICE CARE ASIA Together with PSA Jetstar Asia resumed its inflight catering services in Singapore, SATS brought a December 2020, following a suspension of onboard taste of air travel from the service for 8 months due to COVID-19. skies to the patients at HCA Hospice Care (HCA) on 22 As the service partner of Jetstar Asia for inflight catering, June 2020. HCA is the largest SATS worked closely with Jetstar Asia to adopt a low touch home hospice provider in and cashless way of handling of onboard purchases – Singapore, serving more minimising physical contact between passengers and crew. than 3,600 patients. Passengers can now choose to access the Jetstar Cafe A full day “In-flight menu via jetstar.com or by scanning QR codes placed at Experience” programme was boarding gates. curated during the COVID-19 Circuit Breaker period as A variety of à la carte meals and specially curated snack HCA staff were unable to take packs (with options for mixing and matching a selection their patients on outings. In of drinks) was made available onboard flights from 21 recreating the experience, SATS was delighted to provide the seniors December 2020 onwards. with a lunch spread, served in the format of an airline meal tray set- up. This pleasant surprise saw the seniors whipping out their phones Passengers can also pre-purchase meals prior to their flight to capture some picture-worthy memories. HCA offered feedback, and enjoy an array of dishes – including Asian flavours saying that the event was thoroughly enjoyed by the patients. created by Chef Eric Teo, who is part of SATS’ in-house panel of international award-winning culinary consultants. SATS is honoured to contribute to this meaningful corporate social responsibility collaboration, especially during such trying times. Jetstar café menu Scan QR code to view Buy-Onboard Menu Available for pre-order only! Assam Fish with Glazed Honey Citron SATS’ in-house Vegetables Chicken with Fried Rice panel of international award-winning culinary consultant Chef Eric Teo Pre-order meals include an Udders Ice Cream and a bottle of water 7

CREATING MILESTONES VOLGA-DNEPR AIRLINES’ SATS CATERS TO SIA’S PREMIUM ANTONOV LANDS IN SINGAPORE TRANSIT PASSENGERS On 25 July 2020, SATS supported Volga-Dnepr Airlines’ Seoul to Singapore charter service on Antonov An-124. The Antonov An-124 Ruslan is a large, strategic airlift, four-engined aircraft which is capable to carry up to 150 tonnes cargo. In line with regulatory requirements, passengers transiting through Singapore are ushered to a designated transit holding area at Terminal 3 Gate A21, before boarding their connecting flight. In addition to being able to get some rest and relax before their connecting flight, these premium passengers are also able to enjoy comfortable meals that are specially prepared by the SATS Culinary team. Apart from operationalising the delivery of the hot meal boxes, SATS also conducts holistic end-to-end training for staff on the ground – ensuring the smooth delivery of this new mode of meal service at the transit holding area. OVERSEAS SATS BEGINS HANDLING AIR FRANCE-KLM FLIGHTS IN RIYADH SATS commenced its handling of Air in the region. We look forward to standing France-KLM flights from King Khaled with Air France-KLM through this period International Airport (KKIA), Riyadh on of market recovery, and also supporting 11 January 2021. An existing customer of them post-COVID-19.” SATS in King Fahad International Airport (KFIA), Dammam, Air France-KLM has SATS Saudi Arabia won a 25-year cargo expanded its existing cooperation with terminal operator concession at KKIA in SATS for an additional 2 years. 2019. The Riyadh cargo terminal will be the second cargo operation in Saudi Arabia The new KLM service from Amsterdam for SATS after its win in KFIA in 2016. to Riyadh flies four times each week, and Construction of the SATS cargo terminal is operated with an Airbus A330 wide- in KKIA is expected to be completed by body aircraft. Before COVID-19 hit, SATS the third quarter of 2022. provided cargo handling services to KLM for five weekly flights in Dammam (DMM), As a plug and play solution for start-up as well as a stop-over route between operations, SATS has signed a service Amsterdam and Muscat, Oman, where sharing agreement with Naqel Express to SATS also handles air cargo services in use its existing cargo warehouse facility. collaboration with Oman Airlines. Upon full completion of the construction of the SATS cargo terminal, we will have “We are excited and honoured by the the capacity to handle up to 600,000 renewed confidence Air France-KLM has tonnes of cargo annually, with a purpose- in our business and our people in the built cold chain facility that will be Kingdom of Saudi Arabia”, said Richard capable of handling temperature sensitive Lee, GM of SATS Saudi Arabia. “We are perishables, as well as offering a dedicated the preferred partner for Air France-KLM lane for pharmaceutical products. 8

CREATING MILESTONES JAS AIRPORT SERVICES TRAVEL HEALTH CHECK JAS Airport Services (JAS) provides Reservations for the service can be made at the hospital or onsite (at integrated Travel Health Check services, via a mobile application that was launched home or a hotel). which includes the Antigen Swab or PCR by ASA. test, document checks, assistance during In addition to the PCR test, check-ins and immigration, sanitation kits Through this service, passengers who passengers will also be and baggage wraps/disinfectants, as well as depart or arrive from any country – on any accompanied by a personal collaborating with transportation agencies airline – will get optimal protection, starting assistant who is assigned to and hotels to manage quarantines. from their travel preparations to their provide assistance during check-ins, departure or arrival at airports throughout or at immigration (with complimentary Constantly changing pandemic and travel Indonesia. sanitation kits and baggage wrapping or regulations have caused airline passengers disinfectants). The assistant will also provide uncertainty and anxiety during their travels. The Travel Health Check service provides document checks and consultations, as well One of the more recent regulations is a antigen swab tests that deliver results within as confirming the latest on-site regulations mandatory PCR or Rapid Test Antigen test 1 hour, and PCR tests that show results within before planning travellers’ travel within JAS’ results for air travellers entering or leaving 6 hours (or the next day). To do so, JAS networks. Jakarta, Denpasar, as well as many other collaborates with 4 international-standard international destinations. hospitals. These are Medistra Hospital, In 2020, JAS (through its ASA service) Pondok Indah Group Hospital, Siloam handled around 17,000 passengers. These JAS is committed to keeping guests safe Hospital, and Premier Hospital – which includes both commercial passengers and providing them with a seamless airport cover Jakarta, Denpasar, Jogjakarta, Medan and Umrah travellers as well. For Umrah experience – and through its Airport Special and Surabaya. Passengers can choose travellers, the service includes check-in Assistance (ASA) team, provides a special the closest hospital to their domicile, and assistance, PCR tests, luggage tracking, and Travel Health Check service to travellers. services can be done either by a drive-thru the provision of lounge use and meals. ASIA AIRFREIGHT TERMINAL #MEALSTOSMILES INITIATIVE (AAT) SUPPORTS ETHIOPIAN In line with Tata’s values, TajSATS is honoured to assist The Taj Public AIRLINES GROUP DURING Service Welfare Trust (TPSWT) in serving the Frontline Heroes and COVID-19 GLOBAL CRISIS Migrant Workers in Mumbai by providing nutritious meals through the As part of their efforts to help the world fight the #MealsToSmiles initiative. spread of the COVID-19 pandemic, Ethiopian Airlines (ET) operated 4 Boeing 777 freighters and 1 Boeing 787- We also partnered with the 8 passenger flight to transport 400 tons of personal Brihanmumbai Municipal Corporation protective equipment (PPE) and other essential items (BMC) in Mumbai and Bengaluru to Africa and beyond. International Airport Limited (BIAL) in Bengaluru to serve nutritious meal This is a new milestone record for their Hong Kong boxes to stranded Migrant Workers. operations, as the 5 flights were operated within a 10-hour period. All the flights were safely handled The TajSATS team battled all odds to by AAT, who were very grateful when ET conveyed produce over 50,000 meals every day their appreciation for AAT’s professional and smooth across Mumbai, Delhi and Bengaluru. handling. Over 2 million meals have been delivered to migrant workers and the medical fraternity under this initiative. 9

CREATING MILESTONES BGS: COVID-19 CHARTERED MEDICAL CARGO FLIGHTS The challenges presented to Beijing Aviation Ground Services (BGS) at the onset of the COVID-19 epidemic were unique and exceptional, but it also presented an opportunity for the company to demonstrate its capabilities. New modes of operation were quickly developed and customised for customers, which has enabled the rapid transportation of medical cargo to numerous worldwide locations. In early February 2020, there was a shortage of medical supplies in China, so the initial task for BGS was to handle chartered cargo flights coming into Beijing Capital International Airport (PEK) – mostly with only 24 to 48 hours of prior notice. One of these flights arrived with only a 3-hour notice, and had thousands of pieces of loose cargo that required manual offloading by 50 BGS Ramp staff. Additionally, the flight also arrived in 3 hours late. Even so, BGS managed to reduce the ground time by almost 2 hours. This is just one example of the challenges of handling these flights – but with effective communication and coordination, BGS managed to pull through and handle more than 340 tons of emergency cargo in China’s capital from late January to February 2020. As the virus spread globally by late March 2020 – and because of a shortage of medical supplies in other countries – BGS was tasked with handling more outbound cargo flights. A substantial portion of these flights required labour-intensive cargo loading in aircraft passenger cabins. BGS demonstrated flexibility and dedication to meet customers’ needs, as new procedures were customised to meet the loading requirements for individual airlines – which varied according to the differing regulations and modes of operation from different parts of the world. Once again, coordination between various corporate and operational departments allowed for new modes of operation to be quickly implemented, which enabled the efficient transportation of medical cargo to numerous locations worldwide. Throughout this process, BGS continued to receive commendation and praise for their professionalism, efficiency and competence. In an effort to contribute to the global fight against the COVID-19 pandemic, BGS has handled over 16,000 tons of cargo on more than 970 chartered cargo flights for 74 airlines and entities, since mid-February 2020. The challenges that the COVID-19 situation presented to BGS have been extraordinary, but it has also given the company an opportunity to showcase its capabilities. BGS has overcome challenges by working as a team during these difficult times, and continues to provide important and meaningful contributions to the Beijing airport community. 10

CREATING MILESTONES VVIP FLIGHT: WELCOMING JAPAN’S PRIME MINISTER SUGA TO INDONESIA Japanese Prime Minister, Yoshihide Suga, wrapped up his visit to Indonesia on 21 October 2020. He arrived at Soekarno-Hatta International Airport, Tangerang, Banten Province on 20 October 2020. The VVIP Flight was handled by JAS Airport Services. JAS Airport Services are glad for the opportunity to contribute to the success of this very important trip, and are eager to contribute to the closer relationship between Japan and Indonesia. JAS is delighted to have successfully managed this VVIP Flight. TAOYUAN AIRPORT TOUR Since the COVID-19 outbreak that occurred at the beginning of 2020, the travel industry has been shrinking as countries closed their borders to all non-essential travel. These proactive measures have helped to control the epidemic, but have also seriously affected airports. As fewer people visit airports, shops have had no choice but to close. To find a way out from this difficult situation, Taoyuan International Airport and Taoyuan International Airport Business Development Association held a “One-Day Airport Tour Package”, was started in July 2020. The activity attracted visitors to the airport who visited the terminals and ramps, and got to enjoy delicious lunch at the VIP lounge, while shopping in the airport’s shopping street. As a partner of Taoyuan International Airport, EGAS provided ramp tour services (ramp bus and narrator included) in the one-day tours. Participants had the rare opportunity to sit on a ramp bus, listen to a narrator introduce airport facilities and ask trivia questions, while taking photos from various angles – all of which were not previously open to the public. About 2,000 people joined the one-day airport tour in July and August 2020. The tour concluded in December 2020. 11

UNLOCKING ACHIEVEMENTS WORLD GOURMET AWARDS 2020 SINGAPORE World Gourmet Awards 2020 recognises key players in the food and beverage (F&B) Industry who demonstrate SATS SHINES AT exceptional service and utmost dedication to their craft GHI’S “PRIDE OF GROUND HANDLING Director of Kitchens (DOK) Rick Stephen was AWARDS 2020” conferred the Angliss Singapore “Corporate Chef of the Year” at the 20th edition of the Pandemic heroes star in GHI’s Pride of World Gourmet Awards, which was Ground Handling Awards 2020. This hosted via a Facebook live stream on 7 year’s awards placed special emphasis September 2020. on showcasing the role frontline teams play in battling the coronavirus The Angliss Singapore “Corporate pandemic. Chef of the Year” is awarded More than 120 entries were received to a chef who has displayed from stations across the globe, from Lima professionalism, creativity, and to Liège. The entries detailed innovations possesses exemplary leadership to keep passengers safe from COVID and and commitment. ensure the supply of personal protective equipment (PPE) to hotspots hit by the We are also proud of Executive pandemic. Sous Chef Michael Lim, who made it SATS is honoured to receive the award for to the finals of the “Baker of the Year” “Best Cargo Handling Operation”. category. Meanwhile, Li Jia Meng from Beijing Aviation Ground Services (BGS) won the Unsung Hero Award. She took the initiative to apply for multiple shifts at the peak of the pandemic to reduce the burden on her colleagues, despite having a family herself. The judges noted how difficult it must have been for her to wear a hazmat suit all day, which meant that she was unable to drink water or go to the bathroom throughout her shift. Lia Jia Meng has been extremely brave and caring during a very difficult and stressful time. At the beginning of the COVID-19 pandemic, no one really knew how to protect themselves, and she really stepped up. 12

UNLOCKING ACHIEVEMENTS SATS WINS “BEST CARGO TERMINAL OPERATOR – ASIA” AT AFLAS 2020 SATS won the award for “Best Air Cargo Terminal Operator – Asia” for the second year in a row at the 2020 Asian Freight, Logistics and Supply Chain (AFLAS) Awards, which were presented in Hotel Icon, Hong Kong on 9 November 2020 – demonstrating once again its leadership in service quality, innovation and customer relationship management. Mr. Kuah Boon Kiam, General Manager of AAT, received the award from Asia Cargo News on behalf of SATS. Organised by Asia Cargo News, the awards recognise leading service providers – including air and shipping lines, airports and seaports, as well as logistics, 3PLs and other associated industry professionals. ANNUAL SAFETY AWARD 2020artIrehnrFcaeTSon“RhnWegrpfeoieEtdrueimggmtIohhibnGtrtegeahr-nitHws2hd0eeeBT1fiTgfa9o1hl,ra0SytIon,0ofwcES0uetIoh”ENmRuendlFaedgiVKdsniacnegwrheIidaenaanpwaCevriadeielfnmyEirccygoopyoohm,ponutoertSbttfrtrhahyia2bIneet0puitNorS5rtcaene3aomd-GfkqncepgthuttoryAeasiabclianAidkuitPdrewyetci..daoarOTlarntsdfhhottReeo2srs0areeseEfc2aealo0fatcev.yttBeeiooadrpnenReddsdrahciAomtaacirvoupNgenmrooptCevrhrneeervtodvHseuetnagnhnuhteeded. NCA ANNUAL ONcotovebmerbe1r61thst,22002103 SAFETY AWARD Nippon &HCSaaiCtfroeghstoiyheAifPOEirrosxlmihenicoekustaitoCivnoe.C,OLoftmfdi.cmeirttee President 2020 - SINGAPORE Chairman of STATION Nippon Cargo Airlines (NCA) Singapore (SIN) station won the NCA Annual Safety award for outstanding performance in 2020. SIN station is ranked first in NCA’s network and is the only station in the airline’s history to have won this award for two concurrent years. NCA is proud of this achievement and thankful for SATS’ contribution to their safety operations. The award presentation ceremony was held on 28 October 2020. Mr. Kentaro Ochiai (General Manager/ Vice President NCA) presented the joint award to Mr. Nazri Othman (SVP Cargo). 13

UNLOCKING ACHIEVEMENTS SATS TOPS THE GENERAL CATEGORY OF THE 2020 SINGAPORE GOVERNANCE AND TRANSPARENCY INDEX Despite challenges posed by the COVID-19 pandemic, Singapore- listed companies set a new record in governance and transparency in 2020. The Singapore Governance and Transparency Index (SGTI) 2020 surged to an all-time high score of 67.9 points, compared with 59.3 in 2019. The increase means that companies fared better in corporate governance disclosures compared to 2019. The measurements include base scores, bonuses and penalties. The annual SGTI assesses companies on their corporate governance disclosures and practices, as well as the timeliness, accessibility and transparency of their financial results announcements. It is published annually by CPA Australia, CGIO and the Singapore Institute of Directors (SID). SATS emerged at the top of the “General” category with 131 points out of a total of 577 Singapore- listed companies. SATS rose five places (from sixth overall in 2019) and improved by 14 points to claim the top spot with 131 points in 2020. SINGAPORE AIRLINES CEO SERVICE EXCELLENCE AWARDS 2020 Ms. Bening Antartika, Key Account Manager in charge of Singapore Airline’s (SQ) flights and boarding gate, won the “Outstanding Partner for Singapore Airlines” at the CEO Service Excellence Awards 2020. The annual award recognises exemplary individuals and teams for their outstanding service performance across SQ’s global network. Bening has been with JAS Airport Services (station CGK) for 31 years, and has 130 staff members under her care. When asked about her key to success, Bening said, “The purpose of my work is to shape customer experiences and ensure that whomever I meet and interact with, feels my sincerity, commitment and passion. It is my responsibility that they leave the counter feeling contented, happy and valued.” Bening also won the “SIA CEO Transforming Customer Service (TCS) Award” in 2009. She was nominated after she helped passengers affected by the bomb blasts at Ritz Carlton. She has also received the TCS “Merit Award for Airport Operations”. 14

UNLOCKING ACHIEVEMENTS TRANSOM SATS CARGO ACHIEVES IATA’S “CENTRE OF EXCELLENCE FOR INDEPENDENT VALIDATORS IN PHARMACEUTICAL LOGISTICS” (CEIV PHARMA) Oman Air SATS Cargo, also known as At 32,000sqm – and with an annual meet the highest international standards TRANSOM SATS Cargo, has achieved handling capacity of 350,000 tonnes for handling pharmaceutical logistics. the IATA’s “Centre of Excellence for – the terminal is fully equipped with Independent Validators in Pharmaceutical the latest technologies and facilities to The achievement reflects an incredible Logistics” (CEIV Pharma) certification handle a wide range of cargo, including level of commitment to air cargo – an industry-leading certification that pharmaceutical products, perishables, as TRANSOM SATS Cargo applies safeguards the integrity of healthcare live animals and dangerous goods. international best practices for quality products across the air cargo ecosystem. management systems. The certification recognises the quality of At Oman’s Muscat International Airport, TRANSOM SATS’ operations, world-class TRANSOM SATS Cargo is the airport’s facilities, state-of-the-art technology and premier cargo handler, serving more warehouses, and industry best practices than 30 of the world’s leading airlines. that ensure all pharmaceutical shipments CERTIFICATE OF ACHIEVEMENT – PRIZE FOR CONTRIBUTION TO ON-TIME PERFORMANCE AWARD All Nippon Airways commended MacroAsia Catering for their exemplary efforts and enthusiasm as they improved the station’s on-time performance. The certificate was presented by ANA’s Station Manager, Tetsuji Tsuruhori. 15

COMPLIMENTS I understand that BGS provided invaluable assistance to Let me take this opportunity to express my sincere gratitude and Aer Lingus in facilitating the transportation of urgently appreciation to the AISATS Bengaluru team for showing their needed personal protective equipment (PPE) and medical commitment and delivering their highest levels of service, while materials to Ireland. handling our relief flight out of Bengaluru Airport. These materials are crucial in ensuring that Irish Health Mr. Uma Shankar and his team were instrumental in obtaining Service authorities are in a strong position to face the all necessary ground clearances from all stakeholders and challenges presented by the COVID-19 pandemic. Your authorities, which made our job of operating the flight easier. assistance and efforts during this time of great difficulty We are thankful for your dedication and willingness to go the are sincerely appreciated and will be always remembered extra mile to meet our needs. by Ireland and its people. Mr. Mohammed Abdulraheem Mr. Eoin O’Leary Senior Manager Airport Services-North India, Nepal Ambassador of Ireland to the People’s and Bangladesh Republic of China Fly Dubai On behalf of Azul Linhas Aereas Brasileiras, I would like This global health crisis has explicitly demonstrated how to express my sincere appreciation to you and your team interconnected the world is today, and laid bare just how for providing outstanding service to our company in our dependent each of us – and each of our nations – have become efforts to combat COVID-19 and keep people safe and on one another. Yet in these dark times, the work that we have healthy in our country, Brazil. done together on Aer Lingus flights is shining brightly and is quite literally helping to save lives right across Ireland. During these challenging times, your team has delivered high-quality work and demonstrated incredible On behalf of everyone at IAG, IAG Cargo, British Airways, and Aer dedication – ensuring that deadlines were met, and Lingus, I would like to thank you for the speed, professionalism, helping our company to stand out in this situation. and overall dedication that you and your team have shown over the past week. The entire team is very proud of the results we have achieved together. I know this will continue, and while I am sure that we have many challenges ahead, I am confident there is nothing that we cannot Once again, we would like to thank you. We look forward overcome together. We are proud to partner with you, and wish to working with you on other projects. you and your families the best of health during this period. Ms. Izabel Reis Mr. Graham Tufft Azul Linhas Aereas Brasileiras IAG Cargo Cargo Director Regional Customer Service Manager Asia Pacific We appreciate the good work from your Ramp Team, especially On behalf of AirBridgeCargo Airlines, we would the team headed by Mr. Nithin and Mr. Ayyappa Rao, who were like to thank you for the support rendered on flight passionate about their work and very well-coordinated. Your efforts RU639/19SEP’20 SIN-HKG. contributed to the success of our flights – thanks to your guidance and communication as you loaded and secured the cargo, while ensuring We had heavy loads of around 84tons on that flight all team members adhered to COVID-19 regulations (such as wearing (with a total of 07*20FT pallets with very heavy cargo personal protective equipment and maintaining social distancing). shipments). The team leaders are great at staying on task and are excellent assets With your support, our special loads were built-up well for your organisation. Do keep them motivated to maintain this and handled safely. impressive service for all your customers. Once again, we sincerely thank your whole team for all On behalf of SpiceJet, we would like to thank you for your team’s the effort and support that you have provided to RU/ABC. dedication and support. Mr. Santiago Jr. Buenaventura Bagtas Mr. Aravind V G Deputy Operations & Ground Handling Airport in Charge Manager – SIN SpiceJet Airbridgecargo Terminal 1 (Domestic) | Trivandrum International Airport | 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