Passion to Delight Issue 37

ISSUE37ISSUE MAR 18 37MAR 18Singapore Lufthansa Group (LHG) Beijing Airport Inflight Taj Madras FlightAirshow 2018 Service Excellence Kitchen received Kitchen won Singapore Award for Catering Excellence Airlines (SQ) Singapore station Award 2016/17 from Excellence in Catering Singapore Airlines (SQ) Award for 2016/17

COVER STORYPASSION TODELIGHT BEGINS WITH ME:SATS DRIVES FOR SERVICEEXCELLENCEIn 2016, SATS launched its ‘Passion to Delight Begins with Me’ campaign, which has three key initiatives: Make Someone’s Day, Lead with Style, and Care for Customers. These initiatives encourage frontline staff to provide customer service of the highest standard.The campaign is a continuous effort to shape our frontline teams to be big- hearted, thinking-service champions in the eyes of every passenger. Buoyed by the three initiatives, our staff can provide service that touches passengers’ hearts. With ‘Make Someone’s Day’, we want to instil the quality of sincerity in our staff. ‘Lead with Style’ is a training programme for the service leaders, who in turn, pass their knowledge on to their subordinates. Finally, with ‘Care for Customers’, we show our concern for passengers who require special attention.MAKE SOMEONE’S DAY:SWEETENING PASSENGERS’MEMORIESMake Someone’s Day is rolled out at various service touch points where frontline staff create a great first impression to all passengers with ‘SGST’, which stands for ‘Stand, Greet, Smile and Thank’ that ignites the courtesy and positivity from their body language.02

COVER STORYLEAD WITH STYLE:EMPOWERING THE SERVICE LEADERSPassenger Services Duty Managers (DMs) and executives attend leadership workshopswhere they acquire the skills to motivate theirteams to give their best when serving passengers.These sessions consist of knowledge sharing,energising brainstorming, as well as fun-filledteam-bonding activities. CARE FOR CUSTOMERS: WEAVING MAGICAL SERVICE MOMENTS FOR THOSE IN NEED Travelling can be a stressful experience for wheelchair-bound passengers, non- English-speaking passengers, mothers with infants and toddlers, and unaccompanied minors. By anticipating their needs, our staff are able to show care and concern accordingly to ensure that these passengers will have a fuss-free in-flight experience. 03

SATS COMMUNITYPASSION TO DELIGHTCOMMENDATION CEREMONYFebruary 2018The Passion to Delight Commendation Ceremony serves to recognise outstandingindividuals who have gone beyond their call ofduty for delivering with excellence.On 1 February 2018, we celebrated our Passion to Delight Commendation Ceremony2017 of Q2 & 3 at Crowne Plaza Changi Airport.For the second & third quarter of 2017, a total of 213 staff across Passenger Services, Apron,Security and Asia-Pacific Star (APS) had beenrecognized:25 Most Complimented Individual22 Extraordinary Service Gem14 Extraordinary Service Team (49 staff)19 Honesty Ambassadors3 Safety & Security Star5 Special Awardees by QantasThere were also other award categories: Extraordinary Service Gem, ExtraordinaryService Team, Honesty Ambassador and Safety& Security Star. Airline personnels, from variousairlines such as Singapore Airlines, EVA Air andBritish Airways etc., graced the occasion toextend their support for the event. They wereinvited up on stage to give out the awards torespective recipients who handled their airlines.CONGRATULATIONS TO ALL RECIPIENTS!04

EMPLOYEES OF THE MONTH SATS COMMUNITYSATS recognises our staff who have performedwell and awards them for their hard work and DECEMBER 2017effort. We are proud to share with you ouremployees for the month of November 2017,December 2017 and January 2018. NOVEMBER 2017 Syed Jafar Bin Mohamed Almutahar, Mohamed Fadir Bin Ahmad, Li Qin, Yong Wai San, Muhammad Zailan Bin Mohd Zain, Ong Yeow Chye, Suparman Bin Mijan, Mohd Zulkefly Bin Katab, Muhammad Termizi B Ahmad, Teo Ban Hong, Jaffar Bin Jurainee, Ernie Lydiana Darman, Muliana Bte Othman, Mostafah Bin Lamit, Noor Ashikin Bte Mohsin, Nuraida Bte Mohamed Yusof, Harinder Johal, Prasan Nair A/L Balakrishnan, Lim Yong Heng, Eng Chiew Yen, Kelvin Chay Kok Ming, Jayabrakash Murthy, Kannannair A/L S P Rajendran & Sharifah Alphia Syed Ali JANUARY 2018Woon Tai Suan, Azmi Bin Saim, Han Ting Lin Siew Peng, Edward Gabriel Augustine, Raminah Bte Amir, MuhammadTing, Derek Tan Lee Chai, Hormillosa Kristian Aidil B Ahmad, Anthony Yong Beng Hock, Wee Buck Chye, Kok YeeJeffery, Richard Tang Kim Soon, Peter Ong Chang, Tan Siew Gek, Lian How Choong, Lim Kim Seng, Tay Hock Wah,Thiam Teck, Suhaimi Bujong, Fareed Bin Sarie, Muhammad Sadruddin Bin Jalil, Norshidah Bte Zainuddin, Linda LowVaratha Rajan A/L Vijian, Siti Halimah Binte Lin Lin, Sylvester Clara A/P Michal Dass, Abdul Rashid Bin Mohamad,Mohamed Rian, Emily Yeh Fang-Chun, Kathy Santiago Maryjo Alexis Villanueva, Rayvern Goh Veng Meng, Gopal s/oCher Giok Hiang, Mohammad Talib Bin Bachok, Dakshinamoorthi, Muhammad Noor Amali Bin Abdul Samad, Dianne LaoMoh Boon Ting, Selene Powlose, Pauline Owng Tan & Cheah Quek VoonPoh Kim, Abdul Rahman Bin Osman, Pandian A/LRaman, Cheah Chen Fai, Pops Tanalgo Firmeza, 05Selvanathan Vijayadass & Abdul Rahman Bin Ismail

EXPANDING BOUNDARIESEXPANDING BOUNDARIES IN OUR BUSINESS NETWORKForging New Partnership Across SATS’ Network Renewal Partnership Across SATS’ NetworkSATS welcomes the following new customers into our SATS would like to thank the following airlines for thenetwork! continued support!AIRLINE JV, STATION AIRLINE JV, STATIONQatar Airways SATS Catering , SIN Thai Airways SATS HK, HKG Taj Madras Flight Kitchen,Small Planet SATS HK, HKG SilkAir MAAAirlines TFK, HND MacroAsia Catering Services, Lufthansa German AirlinesRoyal Brunei MNL Swiss International TFK, NRTAirlines Maldives Inflight Catering, MLE Air Lines Taj Madras Flight Kitchen, MAA FedEx TFK, NRTAlitaliaVistaraSINGAPORE SATS team at Singapore Airshow 2018SINGAPORE AIRSHOW 2018 Aerial display The Embraer E190-E2February 2018SATS is proud to be the official Ground Service provider for Singapore Airshow 2018 (6 – 11February 2018). SATS provided the necessarysupport to all the exhibitors which had broughtin aircrafts for display in Singapore at the grandairshow event held biennially. One of the moreunique and special aircrafts is the Embraer’s newE190-E2 narrow-body aircraft which has a handpainted tiger livery by artist Clodoaldo Quintana.With our own control centre at the Airshow, we ensured that any requirement for assistancecould be attended to in a timely manner and thecommunication between SATS and exhibitors /Airshow Flight Control Centre was seamless.With the successful conclusion of Singapore Airshow 2018, we look forward to SingaporeAirshow 2020!06

CREATING MILESTONESFHA RUBY JUBILEE DINNERFEATURES SATS EXECUTIVE SOUS CHEFS! January 2018 Chef Kim Wah on the other hand, Singapore Pastry Alliance created a together with the rest of the medley of local desserts - Flaky PineappleFood & Hotel Asia, or better known Singapore Pastry Alliance Team, as FHA, is a bi-annual trade event created a medley of delectable Asian Samosa, Gula Melaka Ice Cream, for industry professionals to access desserts – namely Flaky Pineapple Curry Leaves Puff Rice Crumbles and an international showcase of food, Samosa, Gula Melaka Ice Cream, Curry hospitality products, equipment and Leaves Puff Rice Crumbles and Hot Hot Young Coconut Coulis. solutions, and is the anchor to food and Young Coconut Coulis. hospitality trends in the region. SATS Executive ESC Ivan Yeo’s Kudos to both Chefs who brought in Sous Chefs Braised Beef ShortTo celebrate its four decades of such wonderful well-thought dishes Ribs and Capers and business excellence, FHA invited to the event. Ivan Yeo (left) and award winning-industry leading chefs Lim Kim Wah (right) Dried Fruits, such as Edmund Toh, Eric Teo, Otto SATS is a proud sponsor of the Food Onion Mustard Puree Weibel, as well as Singapore Pastry & Hotel Asia Ruby Jubilee event, Jerusalem Artichoke Alliance, to jointly create an exquisite as a mark of FHA’s 40th Anniversary. five-course menu to reflect the forty Congratulations FHA! and Brown Butter. years of growth and vision of FHA for their Ruby Jubilee dinner event on 25 Team shot of guest chefs at the January 2018. FHA Asia Ruby Jubilee eventIncluded in this creative team of chefs are our very own SATS Executive Sous Chef Ivan Yeo and Executive Sous Chef Lim Kim Wah (representing the Singapore Pastry Alliance). Chef Ivan created a main course dish of Braised Beef Short Ribs and Capers and Dried Fruits, Onion Mustard Puree Jerusalem Artichoke and Brown Butter.CHINESE NEW YEAR 2018 MINISTERS LOU HEI EVENTFebruary 2018 staff. The Lunar New Year Celebration ended with a “Lou Hei” and breakfast“At a count of three, let’s raise our buffet session for over eighty staff atchopsticks and toss the yusheng!”, Terminal 3.shouted the facilitator, and the madtossing of yusheng began. The “Lou Hei” SATS has, once again, been selectedon 16 February 2018 was particpated as the catering partner to supportby the Minister for Social and Family in this event. The team worked hardDevelopment and Second Minister for through the eve and first day of ChineseNational Development Mr. Desmond New Year to bring fresh yusheng andLee, Minister for Education (Schools) a suite of delectable dishes to theand Second Minister for Transport Mr. Ministers, Senior Management of CAGNg Chee Meng, Changi Airport Group and NTA, taxi drivers and airport staff.(CAG) personnel, taxi drivers and airport They were treated to Shrimp Salad Puffstaff at Changi Airport. Pastry Tart, Singapore Carrot Cake, Rolled Roti Jalal with Chicken Curry,As an annual joint effort to show Garlic Flavoured Tandoori Chicken, appreciation to the teams that Praline Chocolate Mousse, Cheng Tngensure airport operations run smoothly Jelly, and more. The guests thoroughlyduring festive seasons between CAG enjoyed their breakfast prepared byand National Taxi Association (NTA), SATS Catering, and “Lou Hei” to usherminister visits and hand-outs of gift bags in the Year of the Dog.and mandarin oranges were arranged formore than 1,000 taxi drivers and airport 07

CREATING MILESTONESBRITISH AIRWAYS (BA)THANK YOU LUNCHEONFebruary 2018British Airways announced its “report card” for Singapore station performance in 2017 – with zero incidents, gainingrecord-breaking top sales in Asian stations, and achievingeleven “Golden tickets” given out to SATS staff!To celebrate on this remarkable achievement, British Airways hosted an Appreciation Lunch on 13 February2018 and gave out various awards to the team, to recognisethe individuals and the team’s effort in going the extra milesand beyond their call of duty.During the lunch, BA Mr. Paul Mooney (Vice President Customer Service and Operations, South Asia and Pacific)presented the Appreciation Award plaque to Mr. Denis Marie(Senior Vice President, Apron and Security services).BEST WISHESTO JOANNA AND WELCOME MATT9 February 2018On 9 February 2018, we bid farewell to Qantas Regional Airport Manager (SEA),Joanna Er. Thank you Joanna for yourpartnership and friendship over the past 30years and here is wishing you all the best!We also welcome Matt Ferguson to the SIN Qantas Family!08

CREATING MILESTONESVIETJET AIR JOINED OVERSEAS JVS MALDIVES INFLIGHT CATERINGCHANGI TERMINAL 4 FAMILY! MALDIVES INFLIGHT CATERING6 March 2018 WELCOMES ALITALIA (AZ)On 6 March 2018, Vietjet Air (VJ) had a successful cut-over to Changi Airport Terminal 4. Mr Tony Quek, VJ’s December 2017 Alitalia AircraftDirector of Ground Operations was in Singapore to grace this Group photo with Alitalia Teamspecial occasion. Our heartiest congratulations to Vietjet! Maldives Inflight Catering (MIC) was approached by Alitalia after a successful audit and Mr. Tony Quek, VJ Director of Ground Operations (third from the left) (AZ) in November 2017 for catering meal presentation. with VJ team and SATS team requirements. Despite the short notice, our team was able to conduct VJ team and SATS team with CAG’s aeroplane Mascot a meal presentation and facility audit on 11 and 12 December 2017, and subsequently catered for Alitalia from 20 December 2017. The Alitalia team was appreciative of the efficiency and quality of meals from our facility, and we have also achieved favourable results for our facility audit. Alitalia operates a direct flight from Male to Rome, flying three times a week.MALDIVES INFLIGHT CATERING Opening Address Custom-made Chocolate Box and Group photo with local private jet operators Appetizer for the dayPRIVATE JET MENU REVAMP 09December 2017Maldives Inflight Catering (MIC) has made enhancements to our current private jet menu toincrease customer satisfaction. This new menu allowsus to cater to target markets and introduce new itemsto mitigate menu fatigue. A showcase of the private jetmenu was organised to invited private jet operators toengage them in promoting our services.The session started off with a presentation of the new initiatives, including this year, which includesa selection of Oriental dishes due to popular demand,as well as, introducing a variety of dishes from aroundthe world. The additions have been conceptualisedas an insert that complements our current menu.Complimentary chocolate boxes were also added toincrease the brand awareness of Maldives InflightCatering. A mini meal presentation was then conductedby Executive Chef Koh Yeow Ming, who walked throughthe new offerings and reiterated our dedication to foodquality and food safety.The session ended with food tasting whereby attendees were duly impressed with the newfood offerings and expressed their confidence in therevamped MIC menu for their clients.

TFK CREATING MILESTONESTFK PREPARED MEALS FORHIGH LEVEL LUNCHEONJanuary 2018Japan Airlines (JL) requested TFK to design and serve Meals for a high-level Luncheon between Japanese Executives ofthe Ministry of Land, Infrastructure and Transport and JL on 18January 2018. The meals were very well received and highlypraised.CATERING FOR JAPAN AIRLINES“THE FIRST SUNRISE CHARTER”January 2018TFK provided catering for Japan Airlines, “The First Sunrise Charter”, in the early hours of 1 January 2018from Haneda International Airport. This catering was widelyreported in the Japanese press, and Japan Airlines expressedtheir appreciation. First flight taking off TFK Loading the First Sunrise Flight at HND AIR INDIA (AI) Signing of the new Air India – TFK Corporation Catering Contract AND TFK SIGN CONTRACT FOR A NEW CATERING PARTNERSHIP January 2018 Air India and TFK have signed a contract for a new catering partnership at Narita International Airport on 24 January 2018. Currently, Air India flies to Delhi, four flights a week, using B787- 800 aircraft. TFK will be making all efforts to offer the highest level of catering and services expected and to serve Air India long into the future10

AISATS CREATING MILESTONESAISATS’ NEW CHAIRMANSRI PRADEEP SINGH KHAROLA VISITSSATS IN SINGAPOREJanuary 2018Sri Pradeep Singh Kharola has been appointed as the new Chairman of AISATS. He, along with other AISATS’Directors, attended a guided tour of SATS operations atChangi Airport, Singapore on 12 January 2018.AISATS BANGALORE (BLR)WELCOMES FREIGHTER OPERATIONS OFUNI-TOP AIRLINESDecember 2017On 25 December 2017, Uni-Top Airlines has started its freighter operations from Kunming, China to Bangalore.AISATS will provide comprehensive ground handling andcargo warehouse handling services to Carrier at BLR.AISATS BLR smoothly handled the inaugural freighter flight(A300-600F aircraft) operated by Uni-Top Airlines.AISATS DELHI (DEL)HANDLED EXPERIENTIAL FLIGHTFOR VISTARASeptember 2017AISATS assists its customer airlines when they decide to host special experiential flights for their esteemed guests. One such tripwas organised by Vistara from Delhi-Ladakh on 22 September 2017for its Club Vistara Platinum members, a group of sixteen industryleaders and their spouses. AISATS DEL team provided personalisedassistance to all the invitees, and their best efforts made Vistara’sevent successful for DEL station. 11

UNLOCKING ACHIEVEMENTSSINGAPORELUFTHANSA GROUP (LHG)SERVICE EXCELLENCE AWARD FORSINGAPORE STATIONFebruary 2018During the recent Lufthansa Group (LHG) Asia Pacific Conference, LHG management introduced the first ever Service ExcellenceAward for stations in the Asia Pacific Region. Only two awardswere given out and the award for Service Excellence, ‘The ExtraMile Award’, was awarded to the Singapore Station. The award wasgiven out in recognition of the local LHG team’s efforts on consistentlydelivering a high level of service at the station. Additionally, LHGmanagement also recognises the significant collaboration betweenLHG and SATS and this was specially mentioned during the awardceremony.Ms.Suraya Sukiron, Station Manager Singapore said, “We began the journey of forming the LHG team barely a yearago and within less than a year, I am proud to say we have achievedwhat other stations have not yet done. Mutual respect and confidencein what we can achieve together shows very much in the strongcollaborative effort that we have between LHG and SATS”.Congratulations once again to LHG Singapore team! We look forward to working closely together to achieve greater heights.OVERSEAS JVS | BAIKBEIJING AIRPORTINFLIGHT KITCHENRECEIVED CATERINGEXCELLENCE AWARD 2016/17FROM SINGAPORE AIRLINES (SQ)February 2018Beijing Airport Inflight Kitchen (BAIK) recently received Catering Excellence Award 2016/17from Singapore Airlines. A trophy was presentedto Mr. Carter Xu, General Manager, BAIK, byMr. Sia Nam Kung, General Manager China,Singapore Airlines during the appreciation dinnerorganised by SQ PEK team. Mr. Tan Tiow Kor,Regional Vice President North Asia has alsoattended the dinner.BAIK has received the same award for 2015/16 in early 2017 and we are proud to receivethis recognition of our consistent excellentperformance by Singapore Airlines.

UNLOCKING ACHIEVEMENTSTAJ MADRAS FLIGHT KITCHEN AISATSTAJ MADRAS FLIGHT KITCHEN WON ETIHAD AIRWAYS (EY)SINGAPORE AIRLINES (SQ) EXCELLENCE IN APPRECIATES BEST PERFORMING STAFF ATCATERING AWARD FOR 2016 - 2017 AISATS HYDERABAD (HYD) AND BANGALORE (BLR)January 2018 October 2017On 17 January 2018, Singapore Airlines organised the Award Ceremony at GRT Radisson Hotel to give away the At the Etihad Airways’ (EY) annual event in HyderabadExcellence in Catering Award 2016/17 to Taj Madras Flight (HYD), EY showed its appreciation to AISATS’ staffKitchen, Chennai. Mr. Jubee Ramakrishnan, Unit Manager, for their service excellence by giving awards to the bestreceived this award from Mr. Joey Seow, Regional Vice- performers. AISATS is proud to receive such recognition fromPresident for West Asia and Africa, Mr. Muhammad Raimi, its customers. AISATS had also participated in the EY’s annualManager Southern India, and Mr. Louis Tan, Station Manager event and team building games.Chennai. We have added yet another feather to our hat andvery proud to be recognised as the First Position among Group At Bangalore (BLR), Mr. Bhaskar, Airport Manager, Etihad2 stations for the Excellence in Catering Award 2016/17. Airways, in the presence of Mr. Girish, Area Manager, Etihad Airways, gave awards to the best performers, includingWe have reached the pinnacle of our Catering Ms Rosesally, who was the performer of October 2017. performance while competing with twenty-three otherstations. We also have received the highest general assessment AISATS will work hard to provide consistent excellentscore from Head Office among our region – truly a moment of services to its customers.honor. This is the second award from Singapore Airlines overthe last two years.We have won this award, all thanks to our staff who have continuously strived towards excellence with sheerdedication, effort and inspires us to attain excellence in ourperformance and get more accolades from our clients. Kudosto the entire team of Taj Madras Flight Kitchen and lookforward to more such awards in the coming year. Etihad Airways Awards – Best Performing Team(From left) Mr. Louis Tan, Station Manager Chennai-Singapore Etihad Airways Awards - Ms. RosesallyAirlines, Chef Thilak, Executive Chef – TMFK, Mr. T R Jubee,Unit Manager-TMFK,Chennai, Mr. Joey Seow, Regional Vice-President for West Asia and Africa – Singapore Airlines,Mr. Madan, Operations Manager-TMFK, Mr. Muhammad Raimi,Manager Southern India- Singapore Airlines, Mr. Srikanth,Customer Service Officer-Singapore Airlines, Mr. B Sivakumar,Financial Controller-TMFK 13

BUILDING BONDSSPRING FESTLUNCHEON 2018Our airline guests and the Pan Seared Cod, Tom Yum SATS team joined their Espuma & Oyster Mushroomchopsticks together to “Lou Hei” Tempura, Slow Roasted Beef(tossing the prosperity salad) at Tenderloin and Foie Gras withour recent Spring Fest Luncheon Morel Mushroom Black Garlic,on 1 March 2018 - tossing up just to name a few.morsels of abalone, chunks oflobster, ground peanuts, sesame Our Pastry Executive Sousseeds and shredded vegetables, Chef, Cassian Tan, alsotogether with bits of kumquat (a specially created 8 new dessertsmall citrus fruit) - all symbolizing recipes for the luncheon, ofgood omen for the lunar new year. which his “Oolong Tea and Pear Eclair”, a delicate combinationThe Spring Fest Luncheon is an of fragrant Oolong tea with sweet annual Lunar New Year event pear flavours placed on a pastryfor SATS Catering - a gesture of was one of the talking points onappreciation to our customers, that day due to the interestingas well as an opportunity for us texture and taste. Chef Cassianto welcome the Lunar New Year together with Sous Chef, Limtogether. Choon Sing also designed a series of sculptured chocolate dogs withThis event was a feast for both various design prints to place on the eyes and the stomach. display to welcome the Year ofEvery single dish was specially the Dog.created by our Executive SousChefs – Abalone with Oyster With everyone’s stomachsMayonnaise & Mandarin Snow, well filled and festiveSesame Tofu and Steamed Egg greetings exchanged, it was acustard, 8 Treasures Soup, fulfilling event to mark the start of the Lunar New Year. PCEO Opening speech Pastry Chocolate Dog14

BUILDING BONDS2018 LOU-HEIGET-TOGETHER ATSATS PREMIERLOUNGE TERMINAL 1Airline friends gathered together on 20 February 2018 at SATS Premier Lounge Terminal 1 for an intimateget-together to welcome the New Year with a customarylou-hei. Fortune God also made an appearance at thelounge, spreading good cheer and luck with goldentokens of chocolate. May everyone have a great Dog Yearahead. Huat Ah! 15

We had an Unaccompanied Minor (UM) BA11 departed LHR with an overheated COMPLIMENTScase today (HY551/ 9 Feb2018) and the engine which resulted in 6hrs delayguardian, upon checking in with her UM, for BA12/05Feb. SATS has proven After 12 years, Malaysia Airlines Berhadhad left the counter hurriedly to catch itself to display exemplary teamwork, (MAB) returned to Beijing Aviation GroundScoot flight out of Singapore without working tirelessly together between Services (BGS) on 15 November 2017 for thecompleting the UM forms. Customer all departments. There were staff who provision of ground handling services for ourService Officer (CSO) Amina realised volunteered to stay overtime to look after flights at Beijing Capital International Airport.the UM forms were uncompleted and our flight, staff who worked hard betweenworked with CSO Juwariah to get the the terminal and remote bay, staff who Due to the short preparation time, I personallyforms completed. CSO Juwariah actually worked during their annual leave from had some doubts beforehand, as to whetherran after the guardian from the check-in home, deploying manpower to our flights BGS would be able to handle our operations.counter to Scoot departure gate in order and staff who care for our passengers in After communicating with the BGSfor her to sign the UM forms. the gate and lounge. Commercial department and various operating departments, we started to make positiveWith the signed forms in hand, CSO We just want to say thank you to all of steps towards the preparations for the cutover.Juwariah ran to D36 gate and personally them. When a team outgrows individual After continuous communications with thehanded the forms to cabin crew in performance and learns team spirit, various departments, my doubts graduallytime. Her dedicated service was much excellence becomes a reality. Please became smaller because I found eachappreciated. extend our compliment to the following department’s staff to be very professional. In staff and any staff that I may have particular, their enthusiasm was beyond myCSO Amina, when rostered for HY missed in your department. Nurjihan, expectations.flights, had never failed to deliver on Yusnita, Nurafni, Gurcharan, Siva, Jerry,time departure. Sherwin, Afiqah, Adrian, Hilda, Clara, I would like to take this opportunity to thank Prema, Hidaya, Sharmini, DM Saravanan the check-in team, from Manager YangKudos to these two wonderful ladies you (Ramp) and DM Paul (AIC who worked Wansong, to Supervisor Ma Liang, to thehave working for your company. from home). Team Leaders and other team members. The Rindal Ong team would use their own time-off to come for Sherrie Sim training and proactively discuss issues with Airport Operations Executive Duty Manager the MAB HQ trainers and MAB Beijing Station staff. In the final systems training and testing, Uzbekistan Airways British Airways BGS staff Ma Liang, Wang Hong, Zhang Juan, Wang Huan, Xie Zhengzheng, Song BinAs it was the holiday season, the counters I would like to compliment the Gate and Wang Xiaoming all came to go throughwere full of demanding passengers, and Team for MU568/18JAN; the flight was together with the MAB HQ staff, to ensure theI was placed on a standby for the earlier delayed at the last minute due to ATC in smooth operation of the cutover flight. Even Eastern China Area. Estimated off block after the tests were over, everyone voluntarilyflight. time was given as 1730hrs advised sacrificed their rest time to communicate with by CAAS and this was also partially me in the office until 7pm, to make the finalThe staff were nice and courteous despite affected and delayed our boarding time preparations for cutover.their heavy load, explaining patiently as requested by our Captain. Every staffto me on the full load situation and at the gate were doing quite well in their I would like to express my heart-felt gratitudelistening to my concern about the short positions while passengers moved in and to them for their dedication and excellentconnection time. Ms Shelby and Ms out of the gate and those passengers working attitude. It is through their selflessFadilla actually looked into my case and who may seek for latest information. devotion and also the strong emphasismanaged to get me an earlier flight. With their coordination for Airlines and attention from all levels of the BGS and passengers and their adherence to Management, which guaranteed the smoothPlease do share my email with your instructions given, we managed to locate operation of our cutover flight.company and website as I strongly all passengers and close the cabin doorwant staffs with the right attitude to be before the advised Off block timing and Finally, I would like to share a story: Just now push back at 1731hrs. at 7:30pm, I happened to meet BGS staffrecognised and motivated. Ng Gek Tee Xie Zhengzheng in the T3 employee parking Tow Ling lot. I was surprised to see her at that time Passenger because I knew her shift only started at 9pm. Airline representative When I asked her why she was at the airport so early, her reply was that she wanted to use China Eastern Airlines her rest time to familiarise herself with the MAB system, and since BGS only just started Thai Airways handling MAB, she did not want to have any systems-related problems to affect operations.As you are aware QF38/26Jan SIN-MEL appreciate all your efforts. There was good I was very surprised, and expressed my thanksexperienced a rolling delay due to technical. communication between Nicole and the to her immediately, but she said that it wasThe aircraft returned to blocks because Ramp Loading Officers (RLO) to make sure her responsibility as MAB’s agent! I am veryof a fuel pump issue. All customers were bags are offloaded for some customers who pleased that you have such an outstandingprovided with refreshments at the gate, and elected not to travel. employee. She is one of BGS’ prized assets,premium customers were invited to SATS and this experience has completely dispelledPremier Lounge. Appreciate if you could pass on our thanks my worries. to the boarding gate and ramp team forCSO Nicole Ng and the gate team ensured handling this flight disruption very well. I fully believe that our companies will havecustomers were comfortable, provided them very good cooperation together!with information and were present to answer V.Arulany enquires. Great teamwork and we Duty Airport Manager Qantas Airways LimitedFor any feedback or enquiries, please contact Zhang JingMs Jace Hu (+65 6541 3909, [email protected]). Station Head Beijing Malaysia Airlines BerhadPassion 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 ofthe contents. SATS expressly disclaims any liability whatsoever for any loss or damages howsoever caused arising from or in connection with theuse 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