SATS Passion to Delight Issue 48

ISSUE 48 FEB 20 EXSA 2019 SATS SHOWCASES SUSTAINABLE GTR MALAYSIA SATS BAGS THE USAFE AAT RECEIVES THE FOOD SOLUTIONS AT THE OPENS KLIA CHAMPION AWARD “BEST GHA PARTNER IN FUTURE TRAVEL EXPERIENCE CARGO FOR WORKPLACE ASIA PACIFIC” AWARD APEX ASIA EXPO 2019 TERMINAL HEALTH AND SAFETY FROM TURKISH CARGO See Page 6 See Page 10 See Page 11 See Page 14

COVER STORY SATS PASSENGER SERVICES SOARS IN 3RD PLACE FOR THE MOST NUMBER OF STAR AWARDS ACHIEVED AT THE SINGAPORE HOTEL ASSOCIATION EXCELLENT SERVICE AWARDS 2019 SHA (Singapore Hotels’ Association) presented SATS with a total of 66 Star Awards at the Excellent Service Awards 2019, which took place on 25 November 2019. This landed SATS in third place for the most number of Star Awards achieved in the non-hospitality category. Launched in 1994 by the Singapore Hotels’ Association (SHA), the Excellent Service Awards (EXSA) recognise individuals who have delivered quality service. The purpose of the awards is to develop service models for staff to emulate, as well as to create service champions. Prior to receiving the award and certification, awardees arrived at the EXSA Customer Services Workshop as a contingent. SVP Vincent Chan represented SATS Passenger Services as the contingent leader, leading the team of Star Award recipients on stage to receive their award from guest of honour, Mr. Desmond Choo (Mayor, North-East District, Assistant Secretary-General, National Trades Union Congress). Additionally, Duty Manager Jahir Hussein’s service story was shortlisted for the Outstanding Star Award. 2

COVER STORY Duty Manager Jahir Hussein receiving his award. Jahir earned praise for his outstanding work from both passengers and the airline. In 2018, he received a total of 13 compliments and has proven himself to be a consistent and innovative leader who strives for service excellence. From his engagement with passengers, he has demonstrated his ability to address their needs well. These are some examples: 1. Informing airport food establishments about flight delays using slips of paper (which serve as records) instead of relying on only word-of-mouth communication. This prevents affected passengers from having their airline meal vouchers rejected. 2. H aving Customer Services Agents go onboard delayed arrival flights to make announcements on what’s happening, providing affected passengers with details and keeping them well-informed. 3. Identifying a problem with the provision of Indian vegetarian meals during flight delays, and suggesting places where these meals can be purchased at the airport. Jahir truly exhibits the SATS core values. He continuously seeks improvement in his area of work and always takes full responsibility for every decision made on the ground. His approach to customer service brings passengers peace of mind, as he ensures that service recovery is seamless during flight delays, and minimising any inconvenience caused to passengers. Jahir has maintained a high level of professionalism, while his knowledge, service and communication levels have exceeded expectations. 3

SATS COMMUNITY SATS recognises our staff who have performed well, and OCTOBER 2019 awards them for their hard work and efforts. We are proud to announce our employees for the months of October, November and December 2019. (From top, left to right) Chia Tain Hiung, Sudhagar A/L Tanimalai, Chang Chi Seng, Rajendran Vandiathevan, Lee Chee Yong, Fadillah Binte Kampong, Fannie Tan Pei Fong, Mastura Binte Sairan, Kannannair A/L S P Rajendran, Shahul Hameed S/O M Adam Bawa, Suhaila Binti Sinin, Zheng Zhi Xiong, Stanley Lim Cher Huat, Mohamad Suryadi B Mohd Salim, Foo See Kwang, George Tay Guang Jun, Deva Raj A/L Selvaraja, Nigel Wu Nai Chieh, Ismail B Atan, Syed Jaffar B Syed Noh, Kumaran s/o Chelasamy & Shanker R Manohar NOVEMBER 2019 (From top, left to right) Padilla John Louie Miranda, Leong Wai Kuen (Jean), Tong Nannan, Wang Ming, Ahmad Sabiq Bin Ab Samad, Mohammed Hikmal Bin Kechik, Wan Yusof Bin Wan Jaafar, Ng Chew Yang, Gunavathy D/O Rathanam, Sam Yunn Sen, Chua Vangie Gabayeron, Celina Cheah Hooi Ping, Nareas A/L Parasuraman, Mohammad Syazwan Bin Sa’aban, Zharonne Moral Thirumaal, Mohamad Khairul Bin Abd Aziz, Khairuddin Bin Mohammad, Lilian Goh Thin Lian & Gini Hsiao Ting-Yu 4

SATS COMMUNITY DECEMBER 2019 Loh Sik Jan, Suresh A/L Muniandy, Chin Hao Rong, Zukarnaia Bin Garep, Muhammad Zailan Bin Mohd Zain, Colin Gregory Dhanam, Effendi Bin Juffri, Lai Chee Yean, Nazri Bin Sarif, Yasser Bin Yusoff, Mohd Nor Hanafi Bin Abu Bakar, Isaac Hiew Proter, Lau Shan Shan, David Lau Hang Kong, Salimah Binte Adam, Willa Chen Yin Hua, Muhammad Rizal Bin Surip, Lee Geok Pheng, Wang Yu-Chin, Claire, Mohamad Yani Bin Mardono, Dhanesh Nair A/L Sudhakaran, Mohamad Nasharuddin Bin Che Mamat & Putri Eryani Binte Effendy EXPANDING BOUNDARIES 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. For enquiries on our network, please contact Ms. Sabrina Chew (+65 6541 8098, [email protected]). 5

CREATING MILESTONES SINGAPORE SATS SHOWCASES SUSTAINABLE FOOD SOLUTIONS AT THE FUTURE TRAVEL EXPERIENCE APEX ASIA EXPO 2019 Following its successful introduction in products, including our ImpossibleTM 2018, FTE APEX Asia Expo returned to Goulash dish (which utilises plant- Singapore with its second installation, based ImpossibleTM meat) and Hoki including the Onboard Hospitality Parmentier (which features Hoki that Forum Asia, on 12 and 13 November is certified by the Marine Stewardship 2019 at the Marina Bay Sands Expo Council). To further augment our and Convention Centre, Singapore. in-house culinary expertise, SATS also showcased Asian-flavoured SATS Food Solutions was the pastry products that have been co- main exhibitor for inflight catering. developed with Montys Bakehouse. A Partnering with industry experts, range of sustainable meal packaging SATS Food Solutions demonstrated concepts aimed at enhancing its capabilities in sustainable food passengers’ dining experience were solutions – solutions that make healthy also on display. food affordable, tackle food wastage, ensure a sustainable supply chain, and SATS’ participation in the Street Food uphold food safety standards. Festival segment stole the limelight by bringing authentic Asian flavours The two-day expo and forum saw to the table – where local delights leading global and regional inflight could be reinterpreted for onboard wellness and catering companies service in the near future. Dishes come together with a common goal included Singapore Carrot Cake, Soto of improving the onboard experience. Ayam, Nonya Gila Melaka Cake with The event’s guest speakers included Mango Sauce, Coffee Pork Rice and SATS’ Group Head in Global Supply Vegetarian Noodles. Chain, Mr. Dino Pertsinidis and our partner, Montys Bakehouse. The The event provided a valuable speakers shared thought-provoking platform for SATS to drive insights about improving inflight sustainability innovations – efficiently sustainability across the supply chain. and effectively curating customer- centric solutions to meet our clients’ The SATS booth showcased several sustainability goals. newly-developed sustainable RECORD LOW BAGGAGE MISHANDLING RATE / HOUSE WARMING (SQ/SATS BAGGAGE NEW OFFICE) 2019 ended with a bang as we achieved an unprecedented record low mishandling rate of 1.16 during November and December 2019. Several factors also contributed to this success, such as improved arrival On-Time-Performance, proactive monitoring of late inbound flights by Baggage Duty Managers, as well as the rebuilding of HOT containers and through containers by upline stations. The unification of SQ GBO into SATS premises has also strengthened our overall baggage operations, particularly our communications with upline stations. 6

CREATING MILESTONES LUFTHANSA GROUP’S HAWK EYE SAFETY CAMPAIGN 2019 Safety is our NUMBER ONE priority. staff to go the extra mile. We are also proud to update that all Together with Lufthansa Group (LHG), we campaign objectives were met -- with collaborated on a 3-month Hawk Eye Ramp As part of the efforts to promote safety a number of cases of defect reporting, Safety Campaign to reinforce safety culture culture, joint Safety walkabout throughout staff spotted by LHG for their actions to on the ground. On 13 December 2019, LHG the campaign duration were conducted promote safety culture, as well as going and SATS Ramp successfully concluded between LHG-SATS to inculcate the the extra mile for LHG. A closing ceremony its three-month LHG Safety Campaign importance of following safety procedures. was held on 13 December 2019, graced 2019, spanning from 02 September to 29 In addition Foreign Object Debris (FOD) by Mr. Juergen Marske (LHG Head of November 2019. joint walkabouts with CAG-LHG-SATS Ground Operations South East Asia, India were also conducted to further emphasize & Iran) and Ms. Suraya Sukiron (LHG-SIN The campaign kick started with the the importance of doing FOD checks. A Station Manager). LHG presented awards objective to reinforce the safety culture and competition was also organized. Staff and certificates to deserving staff who timely defect reporting as well as motivate were issued Good Job Cards (GJCs) if they displayed exemplary commitment to were spotted doing a good safety practice safety in their daily operations. Mr. Marske / act during the duration of the campaign. also presented both the “ Best Safety Act” At the end of the campaign, staff who and “Top Safety Contributor” awards to our had collected the most GJC’s would be staff. rewarded. We would like to take this opportunity to On 26 November 2019, LHG extended their thank LHG for the efforts in working jointly appreciation towards SATS Ramp Staff with us on this campaign. Our “Passion to with a special ice-cream treat – something Delight” fire continues to rage in all our the staff truly enjoyed and appreciate! Ramp staff to continue to provide the best and safest handling on all flights! SINGAPORE AIRSHOW 2020 SATS is honoured to be the Ground Service partner for Singapore Airshow 2020 (11 – 16 February 2020). With our own control centre at the Airshow, we worked hand-in-hand with the event organiser Experia to ensure the smooth running of the Airshow. With the successful conclusion of Singapore Airshow 2020, we look forward to the next Singapore Airshow 2022! 7

CREATING MILESTONES SATS CELEBRATES POLAND’S 101 YEARS OF INDEPENDENCE Poland celebrated its National Independence Day on 11 November 2019, commemorating 101 years of Polish sovereignty. Together with Poland’s flagship carrier, LOT Polish Airlines, SATS is honoured to have been a part of the day’s celebrations. Hazelnut pralines and Nyangbo truffles were given out at the gatehold room to passengers bound for Warsaw, Poland from Singapore Changi Airport – a pleasant surprise for all passengers. The team at SATS also presented a beautifully handcrafted celebratory cake to the cabin crew. TIS’ THE SEASON TO BE MERRY WITH OUR AIRLINE CLIENTS What better way to ring in the festive cheer than to feast and be merry? Throughout December, a series of Christmas celebrations was held at the local offices of our airline clients. Joining in the festivities and showing our appreciation for our year-long partnership, SATS specially catered a range of Christmas treats for the occasion – perfect for indulging in this season of giving, sharing, and of course, feasting! 8

AISATS WELCOMES CREATING VISTARA TO MILESTONES TRIVANDRUM OVERSEAS AISATS TRV is proud to be Vistara’s ground handling AISATS BLR HANDLES partner in Trivandrum, THE FIRST A220 which started operations on AIRCRAFT IN INDIA 9 November 2019. Vistara operates daily flights from AISATS is proud to be the first ground handler Trivandrum to Delhi. in India to handle the new Airbus A220 aircraft at Bangalore (BLR) Airport during its maiden demo tour to India. The A220 is a 100 to 150-seater passenger jet that is specially designed for regional aviation. AISATS TRIVANDRUM WELCOMES GULF AIR AISATS is now the ground handling partner for Gulf Air in Trivandrum International Airport. Gulf Air operates daily flights from Trivandrum to Bahrain. 9

CREATING MILESTONES TCS CELEBRATES 25 YEARS OF SERVICE On 14 December 2019, TCS celebrated its 25th year of service. This achievement has been made possible with the strong support of our business partners, who have entrusted TCS’ services and believed in our motto, “Excellence beyond Cargo”. An event was held in Cam Ranh (Vietnam) to commemorate the occasion. The event consisted of a golf tournament in the day, followed by a gala dinner in the evening. Approximately 320 guests from various airlines, authorities and freight forwarders were in attendance. We sincerely thank and appreciate all our customers for their strong support, and hope for the same business relationships to continue for many years to come. GTR MALAYSIA OPENS KLIA CARGO TERMINAL GTR Malaysia, a joint venture between AirAsia Bhd. and SATS Ltd. launched its air cargo hub at the KLIA Air Cargo Terminal 1 (KACT1). Based in Sepang’s former low-cost carrier terminal, the facility spans 93,000 square feet and was built at a cost of 23 million ringgit – adding more storage to the existing 40,000 square foot warehouse. The combined facilities will handle 300,000 tonnes of air freight annually. The hub enables GTR Malaysia to expand its capabilities by handling both narrow and wide-body aircraft cargo operations. It also has a motorised material handling system to efficiently handle unit load devices. Additionally, the facility has a purpose-built 10,000 square foot cold-chain facility for specialised handling of perishables and pharmaceuticals, and dedicated zones for dangerous goods, pets and valuable cargo. Modern security cargo scanners offer both horizontal and vertical views of cargo to enhance detection. The facility’s opening ceremony was attended by Malaysia’s Minister of Transport, YB Loke Siew Fook, along with Tony Fernandes (CEO of AirAsia Group), Bo Lingam (President-Airlines of AirAsia Group), Alex Hungate (President and CEO of SATS), Kevin Chin (CEO of GTR Malaysia), Riad Asmat (CEO of AirAsia Malaysia) and Pete Chareonwongsak (CEO of Teleport). 10

UNLOCKING ACHIEVEMENTS SINGAPORE SATS BAGS THE USAFE CHAMPION AWARD FOR WORKPLACE HEALTH AND SAFETY SATS proudly received the USafe Champion Award for Workplace Health and Safety (WHS) from Mr Zaqy Mohamad (Minister of State, Ministry of National Development & Ministry of Manpower) at the USafe Forum and Awards event on 11 November 2019. The nomination was supported by the Air Transport Executive Staff Union (AESU) and the Singapore Airport Terminal Services Workers Union (SATSWU). About 500 guests – comprising management partners, union leaders, and government representatives – attended the ceremony. This award by the Workplace Safety and Health (WSH) Council is a strong testament in recognising the efforts and contributions that the SAT group has made towards enforcing workplace safety. Strengthening its WSH ownership from “need to” to “want to”, SATS has applied technology to improve the work environment and provide enhanced training courses. These courses ensure a safer and healthier workplace for all its workers, and focus on the areas of workplace traffic safety management, forklift safety, safe loading, and warehouse safety. 11

UNLOCKING ACHIEVEMENTS FIRST RUNNER-UP IN THE ANA SKILL CONTEST SATS Gateway is proud to announce that CSO Muhammad Bin CSO Muhammad performed exceptionally well during the Omar has been named as the first runner-up in the recent ANA preliminaries, and was one of 13 participants selected for the final Skill Contest, which was held in Tokyo, Japan. round. After an intense competition in the finals, he emerged as the first runner-up, coming in second to a representative from The annual skill contest, organised by ANA HQ, provides Hanoi station. a platform for staff to demonstrate their handling skills. It also motivates and encourages staff to share their handling ANA Station Manager, Johnny Chan, expressed his appreciation experiences. Invitations were extended to all of ANA’s domestic to the team and ANA for their support. As a partner, SATS is and international airports, attracting 108 participants to the delighted to have celebrated this joyous occasion with ANA. competition. We are extremely proud of CSO Muhammad for his outstanding performance. 12

UNLOCKING ACHIEVEMENTS NCA SAFETY AWARD 2019 Congratulations to Nippon Cargo Airlines (Singapore branch) for being awarded with the “Annual Safety Award 2019” by the head office. SATS is proud to be your preferred Ground Handling partner in Singapore. We look forward to working with you and achieving even greater heights together in future! 13

UNLOCKING ACHIEVEMENTS CERTIFICATE OF APPRECIATION FROM JAPAN AIRLINES SATS Catering is honoured to receive a Certificate of Appreciation from Japan Airlines for rendering outstanding support to Japan Airlines (JAL) during Typhoon Faxai in September 2019. The typhoon disrupted operations at Narita Airport, and SATS worked closely with our JAL HQ counterparts to ensure that any impact on operations were minimised. OVERSEAS AAT RECEIVES THE “BEST GHA PARTNER IN ASIA PACIFIC” AWARD FROM TURKISH CARGO Asia Airfreight Terminal (AAT) is honoured to receive the prestigious “Best GHA Partner in Asia Pacific 2018-2019” award from Turkish Cargo in December 2019 – an award that recognises AAT’s service excellence. 14

BUILDING SATS BONDS Celebrates Deepavali WITH OUR INDIAN CARRIERS On 8 November 2019, SATS and our airline clients tucked into a festive spread of Indian favourites as we celebrated the Festival of Lights. We spent an intimate afternoon building bonds and friendships, while savouring a spread of delightful dishes that were specially prepared by our chefs. The highlight of the luncheon was undoubtedly the popular savoury snack, “Bhel Puri”, which stood out among a delicious selection of Indian dishes and treats. 15

COMPLIMENTS I, on behalf of team Firefly XSP, wanted to express our appreciation to SSAS, Jet Aviation, and Universal, and especially to Mr. Zulkifli Ramli (Customer Service Manager, SSAS) and the team , on the efforts and facilitations successfully carried out during pre-Chinese Lunar New Year’s additional flights slotted on 23 Jan.-24 Jan.2020. I’m pleased to observe the team communicated, executed their tasks diligently. I personally like to single out Mr Zulkifli Ramli (SSAS Customer Service Manager) for assisting Mr. Ismail Kasim even during his rest day, putting in lot of hard work on organizing and leading the team. The Station Manager Singapore dedication, you have demonstrated are greatly appreciated. Firefly We want you and your team to know that we really value your dedication towards work. Thank you for giving Firefly XSP your best. We had a near incident on 29 September 2019 during Ms. Anna was travelling with her infant and they missed pushback of BA12 (SIN-LHR) where an aircraft took a their flight as they were late for boarding. They were wrong turn and taxied onto the path of our pushback. Our offloaded from the flight at the gate and were escorted by team was very alert, immediately stopped the push and Certis Cisco to transfer E. pulled our British Airways (BA) aircraft back to stand to allow the other aircraft to pass. CSA John De Britto Jennifer Ann S/N assisted the mother and infant to check on the next available flight to their It was confirmed to be a mistake by the other aircraft’s destination. Ms Hu does not speak English while Jennifer crew. The BA pilot was kept informed at all times during does not speak Mandarin. So Jennifer obtained assistance the event. The second pushback proceeded smoothly. from Certis Cisco to translate to the passenger. I thank the SATS pushback team for their alertness in Ms. Hu agreed with the recommended flight and they preventing a potential major incident. brought them to information desk to get assistance with purchasing tickets online. With the assistance from Note: SATS Tech Ramp team is awarded with Changi Information counter staff , Ms. Hu managed to purchase Airport Group Q2 Airport Safety Awards 2019/2020. the next flight ticket. She left a positive review for CAG service survey after the incident, happy with the help that Mr. Fong Siew Kar she has received. Customer Service Manager Ms. Anna Hu British Airways Passenger Customer Service Officer (CSO) Sam Yunn Sen assisted with a passenger who had left his camera in the taxi. The passenger was dejected as he thought that it was not possible to retrieve his camera as he only found out after the taxi had left the airport for more than 30 minutes. However, CSO Sam managed to retrive information about the taxi company from the passenger’s taxi receipt and contacted the taxi company which in turn arranged for the taxi to return back to the airport. The passenger was overjoyed to get this camera back, as it held all his memories of his trip of Singapore. Please extend our appreciation to CSO.Sam. Thank you so much for 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