Passion to Delight Issue 34

ISSUE SEP 17 34SATS launches travelRcoenacdiyertgoeTmraovbeille app02 Launch of Ready To 03 First ground 11 AISATS Coolport 14 Evolution of the Travel app handler to install receives “Best Cold Culinary Journey @ the Smartgate Chain Cargo Terminal SATS Volumetric Scanner in Asia of the Year Award”

2 COVER STORYReady To Travel app – putting at your fingertips reminders on passport expiry, access to SATS airport lounges, purchase travel insurance, flight and gate detailsSATS launches travel concierge mobile appReady To TravelReady To Travel, now Travel can be made easier!Launched at National Association of Travel currently available to those at Changi Airport, As quoted by SATS President and ChiefAgents Singapore (NATAS) Travel Fair on11 August 2017, the Ready To Travel app is Bangkok’s Suvarnabhumi Airport, Tokyo’s Executive Alex Hungate, “With Ready To Travel,available for download in Singapore, Malaysia,Indonesia, Australia, the Philippines and Hong Narita Airport and Hong Kong’s Chek Lap Kok SATS becomes the first ground handler to offerKong with more countries to follow! Airport, with more airports in the pipeline. a seamless service that integrates the physicalA unique feature of the app is that it allowsusers to navigate their way through the airport and digital aspects of the customer experience.”with point-to-point directional information.Instead of a static map, travellers will be guided From a social point of view, the app allowsthrough the airport in real time. This feature is subscribers to create and share itineraries Ready to Travel is now available for download with travel buddies, choose and book from on Apple App store and Android Google Play over 10,000 activities or attractions, in over 90 store. Get yours now! countries. Users can further enrich their travel experiences with checks on entry-visa requirements, reminders on passport expiry, access to SATS airport lounges, purchase travel insurance, flight and gate details and other important travel updates on the go. With Ready To Travel, travellers can also purchase portable, pocket-sized Wi-Fi routers and have them delivered to their homes before their trips. Overseas Wi-Fi connectivity covers more than 55 destinations.

3 PARAMOUNT INITIATIVECargo ServicesFirst ground handler to install the Smartgate VolumetricScanner in Asia Marco Sperling, Head of Production South and Southeast Asia, Lufthansa Cargo and SVP Wong Chee Meng unveiled the volumetric scanner with a handshake.On 25 July 2017, SATS launched the labour intensive process would take about within 5 seconds! At the launch event, a testSmartgate Volumetric Scanner in Airfreight 5 minutes for each shipment and was prone was done on the machine where a piece ofTerminal 3. The Smartgate, which is worth to error. shipment measuring 95cm x 110cm x 116cmS$145,000, comprises of a volumetric was placed on it. It took the measurementsscanning module and weighing scale, SATS Cargo had been looking for an and weight of the shipment swiftly withoutmaking it capable of measuring the weight automated volumetric scanner to improve any error!and volume of shipments simultaneously efficiency during cargo acceptance for quitewithin seconds. This new technology not some time before the Smartgate Volumetric SATS will continue to explore latestonly allows for the measurements to be Scanner was introduced to SATS through technology to improve the efficiency andrecorded in the database automatically, the excellent collaboration between SATS accuracy of our work processes as we workit also improves accuracy in dimension Cargo and our valued partner, Lufthansa towards delighting our customers.checks and thereby increasing productivity Cargo.and efficiency! With the Smartgate Volumetric Scanner,In the past, cargo staff would use a which was installed since June 2017, cargomeasuring tape to manually measure the staff only had to place the shipment beneathshipment, write the measurements down the machine and the weight and volumeon a piece of paper and calculate the would be automatically calculated andestimated volume of the shipment. This recorded simultaneously into the system

4 PARAMOUNT INITIATIVEAISATS launches ‘AISATS cargo’ app for real timecargo trackingAir India SATS Airport Services Pvt. Ltd. AISATS is the first and the only air cargo can input the AWB number and obtain the(AISATS), India’s premier airport services operator at Bengaluru to develop this free current status of a shipment such as datecompany has launched a mobile app on-the-go app to provide its customers with of uplift/arrival, number of pieces, weight‘AISATS Cargo’ to facilitate the cargo comprehensive cargo-tracking solutions. as well as approval status of the deliverytracking process at AISATS Air Freight This user-friendly app, picks up cargo order through its e-DO feature. The ‘AISATSTerminal and at AISATS Coolport, located movement data from COSYS and provides Cargo’ app will increase efficiency of theat Kempegowda International Airport (KIA), real-time information on flight schedules, supply chain by relaying relevant informationBengaluru. Air Way Bill (AWB) shipment tracking and of the cargo to key stakeholders. e-Delivery Order (e-DO) status. The userFrom (left) Mr Ariffin Hussain - AVP- Cargo Operations, AISATS BLR, Mr M.R.Reddy – Joint Commissioner, Customs, Mr Michael Joseph - VP –GH– AISATS BLR,Mr Harshvardhan Umre – Additional Commissioner, Customs, Mr Anjani Kumar IRS - Commissioner Customs, Mr. Hoa Kai Ee - SVP—AISATS DEL & IXE, Mr BipinKumar Upadhyaya– Joint Commissioner, Customs, Mr Bobban Jose - VP- Cargo and PHC, AISATS BLRJoint initiative between Singapore Airlines (SQ) and SATS Lost and Foundteam towards providing service excellence for passengers with left onboard itemsTogether with Singapore Airlines, SATS Lost them to have a comfortable onward journey to 30th May 2017, Ms. Aushaya Mahajan evenand Found had set up the SQ Found Property their next destination. exclaimed “a full five star service from SATSTeam earlier this year with growing success. A team who went above and beyond her role toteam of staff were pooled together to expedite We have been constantly surprising and assist outside of what’s normally expected.”the reconciliation of left on board items to delighting passengers since the formationpassengers. of this team. For example, passenger Ms. The SATS Lost and Found Laura Deal Lacey had written in a note of Team strives to gives itsUnderstanding the anxiety passengers feel commendation on 24 July 2017, mentioning very best in deliveringabout their lost items, the team works with that she “was so pleased with [our] great service excellence to ourgreat speed and accuracy to trace and restore detective work of matching me and my clients and passengers.the items to the owners. Apart from restoring device. Thank you for the excellent work. Iitems to local passengers, the team also deeply appreciate it. Once again, Thanksprides itself in being able to restore the items to for the wonderful service rendered from thepassengers who transit in Singapore, allowing very beginning and going the extra mile.” On

5OUR COMMUNITYSATS Charity Run 2017 raises $200,000for Assisi HospiceFor its second year running, SATS Charity could add colours into ready stencils on aRun 2017 has ended with a bang as it came metal plate!to a close on 22 July 2017 at CasuarinaGrove, East Coast Park. This year, there was a special tele-match segment for senior management to competeThe rounding success of SATS Charity Run against each other as part of the Inter-2017 has provided a platform for SATS staff Business Units challenge. They were taskedand our corporate clients to give back to the to complete a set of 4 challenges such associety. Together, a total of $200,000 was buddy walker and wheel roller which testedraised this year from generous donations their synchronisation and teamwork. It was aby participants and sponsors alike for Assisi rare sight to behold as participants watched onHospice – a hospice which cares for those to see how our senior management competewith life limiting illnesses. in teams to complete the tele-match!The 10km race was flagged off by Ms Ho As the program came to a close, the muchChing, CEO (Temasek Holdings) who graced anticipated lucky draw was finally conducted.our event as the guest of honour, together There were two parts to the lucky draw, thewith Mr Jeffrey Seah, Chairman, Fundraising staff lucky draw for SATS staff and the donorCommittee (Assisi Hospice), Ms Euleen Goh, draw for individuals who had donated. ForChairman (SATS Ltd), Mr Alex Hungate, staff, those present stood a chance to winPCEO (SATS Ltd) and Ms Lilian Tan, Senior prizes such as a Samsung Galaxy 8, a 40”Vice President, Human Capital (SATS Ltd). LED TV and even an iPad Pro! For thoseSoon after the 5km race was also flagged off who have donated generously, they stood aby Ms Ho Ching and the rest of the VIPs. This chance to win airline tickets to countries suchwas followed up with the 500m kids dash. as Thailand, Taiwan, Philippines, Europe and the top prize being a pair of SQ businessNon-runners participated in the fun-filled and class tickets to Stockholm worth $17,000!family-friendly carnival activities like the Giant All donations from various generous airlinesJenga, Duck Fishing, Bean Bag Throw and clients.Shooting Gallery. Attractive prizes such asthe My Little Pony and Garfield plushies were SATS Charity Run 2017 ended on a positiveup for grabs at the carnival game booths. note with excellent feedback from participants.Those who preferred crafty activities headed Here’s to many more runs to come!to the glass decor painting booth where they

6 MAY 2017 OUR COMMUNITYEmployees of the MonthSATS rewards our staff who have done well and gives recognition to their hard work and effort. Weare pleased to share with you our star employees for the month of May and June 2017!(From top left) Chidambaram Devamurugan, Ednel Mark Espayos Bartolome, Muhammad Khairuezat Bin Said, Jason Lim Zi Sheng, Nurjanah Binte Mohd Dawood, Sukhvinderjeet Singh Grewal, AnnamalaiA/L Subramaniam, Goh Han Seng, Wan Chee Chin, Ismail Bin Ripin, Julie Ang Lay Hong, Kendrick Mok Chee Meng, Hamimah Bte Abdul Halim, Pereira Dennis Martin, Pamela Leng Yoke Yee, Andy HockBoon Kiat, Tan Poh Choo Jenny, Lee Kum Loy, Edith Lim Xuan Ling, Harshinimala D/O Sathiah, Tan Hong Beng, Junainah Jonied, Ratha d/o Karpan JUN 2017(From top left) Canlas Mark Arceta, Saravanan S/O Kannandan, Junaidah Binte Rohaini, Larry Ho Say Koon, Kris Ho Kah Chan, Ainiah Binte Ahmad Khairi, Rajeswari D/O Narasimuloo, Loh Yong Kuang,Stewart Ivor Jude, Akbar Mdibrahim, Chan Teck Keong, Francis Lee Yiu Wai, Hidayati Bte Adiman, Harlina Selamat, Balakrushnan Athimulam, Suriani Bte Abdul, Amron Lily Heryati, Nitesh A/L PalanisamyLingam, Tamilsalvam S/O Thangaraj, Mohammad Aries Bin Mohd Yasin, Rukumany A/P Krishnan, Salunke Sneha Ganpat, Thong Kok Ping, Han Hu ChangE X PA N D I N G Expanding Boundaries In Our Business NetworkBOUNDARIESForging New Partnership Across SATS’ NetworkSATS welcomes the following new customers into our network! Renewed Partnership Across SATS’ NetworkAirline JV. Station SATS would like to express our gratitude to the followingRoyal Brunei Airlines AAT, HKG airlines for the continued support!Malaysia Airlines AISATS, DELSpice Jet AISATS, TRV & IXE Airline JV. StationSriLankan Airlines AISATS, HYD Emirates Beijing Aviation Ground Services, PEKVirgin Australia Airlines SATS HK, HKG Capital Airlines Macau Catering Services, MFMAngara Airlines TFK, NRT Air China SATS, SIN Jetstar Asia SATS, SIN Royal Brunei Airlines SATS, SIN Shenzhen Airlines SATS, SIN Finnair Taj SATS, DEL

7 CREATING MILESTONES Mr Tan Pee Teck, Senior Vice President Cabin Crew (centre left) and Mr John Garner, DFASS Group Chairman Emeritus (centre right) with the Top Sales Crew of the year. Together, they brought in a total of more than half a million dollars revenue.DFASS SATS’ Annual Airlines Training& KrisShop Party 2017It’s that time of the year again! DFASS SATS Nearly 400 cabin crew from Singapore (From left) Mr John Garner, DFASS Group Chairmansuccessfully organized yet another highly Airlines attended the training on Day 2 Emeritus, Ms Lee Hwee Ming, General Manageranticipated annual Airlines Training event which culminated with the KrisShop Party DFASS SATS, and Mr Yacoob Piperdi, Executive Viceand KrisShop Party. at the Shanghai Dolly nightclub. This year, President Gateway Services SATS Ltd. as Singapore Airlines celebrates her 70thThe Airline Training event spanned over 2 anniversary, what better way to celebrate this Cabin crew getting a whiff of the latest fragrances thatdays, 13 and 14 July, and saw brands from momentous year than with a “The Best of 70s” are soon to be launched.around the region gather to conduct product theme! Approximately 500 Singapore Airlines’training for more than 600 cabin crew from cabin crew, ground staff, Management, andSingapore Airlines, SilkAir, Scoot/ Tigerair brands came dressed in their best 70s-styleand Jetstar Asia. More than 20 brands across outfits to celebrate the efforts of the year’s Topthe categories of Perfumes & Cosmetics, 9 Sales Crew in an award-giving ceremony.Timepieces, Travel Essentials and Liquor The ceremony was graced by Mr Tan Peewere present at this year’s training. Teck, Senior Vice President Cabin Crew and Mr John Garner, DFASS Group ChairmanOn Day 1 of the training, around 110 cabin Emeritus, who presented the winners withcrew from SilkAir, Scoot/ Tigerair and Jetstar personalized certificates and prizes.Asia were randomly assigned a groupbefore going from booth to booth for the Besides delightful performances, the crowdproduct training. It was also the first time a were also kept entertained with gameshows,new segment called “Coffee Connections” best dressed segment and lucky draw.was introduced. This was conducted at theend of the training on Day 1, where cabin All good things must come to an endcrew from the various airlines mingled with and everyone went home with the much-one another over delectable hi-tea buffet anticipated goodie bag that was generouslyrefreshments to build rapport. sponsored by the brands. Till next year!

8 CREATING MILESTONESJetstar Asia (3K)-SATS One popular custom is to write one’s AAT Welcomes Royal TFK’s Marketplacecatering partnership wishes on a piece of paper, and Brunei Airlines (BI) hang them on a bamboo tree. After TFK hosted a new innovative eventSATS APS warmly welcomes Jetstar the event, Japan Airlines will collect Asia Airfreight Terminal (AAT) is at its Main Narita Presentation RoomAsia on-board their first flight out these wishes and bring them over to pleased to announce its appointment from 26 June to 29 June 2017 called3K133 to Perth on 1 August 2017. a temple in Japan , in hope that our as the cargo terminal operator “The Marketplace” which gave airlinesWith this partnership, Jetstar Asia’s passengers’ wishes come true. serving Royal Brunei Airlines (BI) in and some major Japanese departmentpassengers will be able to look Hong Kong with effect from 1 July stores the unique opportunity to meetforward to greater varieties, and Special treats like fruit tarts, swiss 2017. leading passionate suppliers face towider selections to choose from. rolls and custard puffs were brought face including En Route which offersThere will also be a lot of new and in to delight our passengers. The Royal Brunei Airlines is the national tailored onboard food and servicepromotional offerings that are in the Premium team donned the traditional flag carrier of Brunei Darussalam, solutions, Lily O’Brien’s high qualitypipeline, cross-promotional products Yukata costume caught the attention headquartered in its capital city of Chocolates, and Birch & Waite’s wellbetween food and beverage and and interest of many passengers. Bandar Seri Begawan. The airline known dressings and sauces. TFK isduty-free goods on board. Lastly, SATS Premier Lounge has operates daily passenger services planning to expand on the success ofSATS APS and Jetstar will continue also partnered with Dilmah to concoct between Hong Kong and Bandar this year to make it an annual eventto work together to pioneer innovative a special mocktail- Apple Mar-Tea-Ni Seri Begawan utilizing A320-232 / and invite more airlines and supplierscustomer options to enhance for the event. A320-ceo aircraft. AAT is committed next year. It was also a greatcustomer experience in the air. to providing Royal Brunei Airlines opportunity for TFK’s own employees SATS HK supports Virgin with excellence in cargo export and to be involved in a new event outsideCelebrating Tanabata Australia’s (VA) inaugural import handling. their regular duties, which motivatesFestival flight to Hong Kong people to “think outside of the box.” Mr. Kuah Boon Kiam, General AISATS handles Manager for AAT, says: “We warmly international flights of Spice Jet (SG) at TRV and welcome Royal Brunei Airlines into IXE the AAT family. This is an airline that From 10th May, 2017, Spice Jet has started international operations from has expanded their network in recent TRV to MLE and AISATS is a proud partner to handle its flights at TRV. years and has a stellar reputation in Similarly, AISATS is proud to be the handler for Spice Jet at IXE from July the industry for providing excellent 2017 onwards. services to their customers, both passenger and cargo. They currently provide the only direct air link between Brunei and Hong Kong. AAT looks forward to strengthening our ties with Royal Brunei Airlines as well as providing top quality ground services to help grow their cargo business.”On 6 and 7 Jul 2017, SATS Premier SATS Hong Kong (SATS HK) has TFK’s newest client MCS celebrates BeijingLounge celebrated the Tanabata been appointed as the ground Angara Airlines (2G) Capital Airlines’ (JD)Festival together with our Premium handler to provide ramp services for inaugural flight fromJapanese passengers. Tanabata is Virgin Australia (VA). From 27 Jul 2017, TFK Corporation Macau to Beijingan annual affair, also known as the Narita (TFK) catered its newest‘Star Fesival’. It takes place on the On 5th July 2017, the VirginAustralia’s Customer Airline, Angara Airlines,7th day of the 7th month each year. plane was given a water-cannon based in Irkutsu Russia. NaritaOn this day, the two stars- Altair and salute for its first flight to HKG. Virgin departure destinations includeVega, which are usually separated by Australia (VA) has introduced its Irkutsu City itself as well as otherthe milky way, are able to meet. new route from Melbourne to Hong major Siberian Cities. Kong with Airbus A330-200 aircraft, operating five times a week. Welcome to Hong Kong!

9 CREATING MILESTONESMalaysia Airlines Introducing TFK’s Airport Restaurants(MH) began freighteroperations at DEL N’s Court Restaurant Narita Terminal 2 A spacious cafeteria with over 200 seats, the largest in Terminal 2, it is designed in the image of an oasis courtyard within the busy airport terminal offering a sofa area, counter chairs, and seats for families. N’s Court offers a wide range of menus from Japanese food to Western and Chinese cuisine. To meet demands during this summer’s travel peak, Chefs have created a specialty fusion Teriyaki Chicken Combo that will certainly be popular with visiting tourists as well as Japanese.AISATS DEL started ground handling La Toque Restaurant Naritaservices for Malaysia Airlines Terminal 2freighter operations from the 18th ofMay 2017. La Toque specializes in Japanese Curry made from carefully selected Japanese ingredientsTSAC introduces greener and is popular among both Japanese and non-drive with CNG Vehicles Japanese customers. It is set in a bright and casual atmosphere and the kitchen is Halal certified. The most popular dish is a healthy Soup Curry made from Japanese soup stock and spices and served with Chicken & Fresh Vegetables.With an objective of standing by the N’s Court Restaurant NaritaNation’s commitment to cut down on Terminal 1carbon emission level at the NationalCapital region, the Delhi Unit of Taj Recently opened, N’s Court offers casual FrenchSATS Air Catering (TSAC) strongly dining with a dazzling array of delicatessenresponded by inducting two new favorites, The main cuisine is Western butHiloaders with CNG Variant on 20th Japanese favorites are also available. It is topJuly 2017. class dinning with an interior decor that everyone will find inviting and relaxing.These two Hi-Loaders were receivedby the unit General Manager, Mr. Welcome to explore the various dining optionsShashi Sinha to be inducted into the next time you are at Narita Airport!existing fleet of Hi-Loaders.The National Green Tribunal hastargeted Delhi and its surroundingregion to reduce the carbon emissionlevel significantly. As a part of thedrive the Government of NationalCapital of Delhi has put a ban onregistration of all new commercialvehicles that run on Petrol / Diesel.

10 UNLOCKING ACHIEVEMENTSMarina Bay Cruise Centre Singapore receives Best Cruise PortAwardMarina Bay Cruise Centre Singapore(MBCCS) does it again! After winning theBest Turnaround Port consecutively for thepast two years, MBCCS has most recentlybeen awarded the Best Cruise PortAward justthis June by Cruise Passenger, an Australianpublication. Voted by a distinguished panelof judges, this meaningful award serves asrecognition for all the hard work done byMBCCS for delivering the best passengerexperience!The ultra-modern MBCCS is a two-berth unique service has allowed passengers who effectively target the needs and wants ofcruise facility, which can accommodate the disembark at MBCCS to check-in for their the passengers, as well as improving theworld’s largest ships. The cruise centre same day flights at Changi and get their cruise lines, their ships and their crew.also boosts an excellent location – close luggage delivered to their destination airport This is paramount to staying ahead in theto Marina Bay Sands, home to one of directly, granting passengers more time to increasingly competitive growing cruiseSingapore’s premier hotels and shopping enjoy Singapore until boarding time without industry. Plans to adopt new technologiesdestinations. This allows for great access the hassle of bringing their luggage around. and incorporating innovations in theirto public transportation, plentiful of parking services are also in the pipeline and MBCCSareas and direct airport transfers. MBCCS is always working to optimise strives to be the trailblazer for the Cruise passengers’ experience. They do this industry.A notable reason for winning the award lies through passengers’ feedback so they canin the CruiseFly service provided by MBCCSand SATS Passenger Services. MBCCS’location enhances MBCCS luggagedelivery services from the cabin to theplane effectively and efficiently, epitomisingthe way CruiseFly travel ought to be. This 2Q 2017 Singapore Airlines (SQ) – SATS Commendation Ceremony SQ and SATS held a joint Commendation Ceremony on 1 August 2017 to recognize staff who went the extra mile to delight the passengers during the course of their work. Aircraft Interior Cleaning (AIC) Department had 10 winners at the ceremony for displaying honesty at work. 3 Each award recipient displayed a high level of integrity and professionalism in the line of duty by reporting found items that included cash, phones and laptops amounting to more than SGD$10K. Their action has earned them praise from SQ for the dedication and honesty.

11UNLOCKING ACHIEVEMENTS Recognition from Qantas Airways (QF) A ceremony was held at the Qantas Office on 7 July 2017 where Qantas South East Regional Manager Joanna Er presented the appreciation certificate and a limited edition A380 Qantas model aircraft to Saravanan recognition of his excellent and consistent performance and ongoing collaborative efforts in engaging fellow staff to adopt safe procedures. Saravanan is a part of a team of duty managers in charge of overseeing daily ramp operations in Terminal 1. He displays a consistently high level of awareness and commitment to Safety and Compliance and is highly respected and regarded as a mentor with his peers. Over the past few months Saravanan and his teams have identified and rectified weight and balance discrepancies in Singapore. In his capacity as a duty manager, he has assisted and worked with our airline customers to develop and improve safety on the Ramp. Qantas shared that Saravanan consistently Awarded to performs above and beyond by proactively identifying and taking control of situations. Saravanan KannandanYIYnooburueeccfaooorrngeesnaisistcitroehonneletdolymuf lydeooe,dumaesrbnlaooydafneumQspttytsroarotanaanatgnntecasddtsatiivcnymehogolimayguenhrpfpfaplooligeaerrevttnesremcarslaeyecn.antodhntmedsmuQhciiatgcmnehteslaysnsttrvoteoawslpsuaeaerdcfsest.etyd He works collaboratively with all stakeholders ensuring continuous improvement and eliminating QMaanntaagsPeIanr utSealrnfGeattryieo&nwaCcl oOompepelriaatniocnes threats and errors. Saravanan has adopted the Qantas safety reporting culture and escalation process, working closely with all Qantas Managers and his team. Congratulations to Saravanan on his recognition from Qantas!AISATS Coolport (From left) Mr. Mr. P V Sheshadri, CEO, Future Supply Chain Solutions Ltd. handing over the award toreceives “Best Mr. Kalpesh Kumar Singh, AVP-Commercial, AISATS, Mr. Anantha Rangasayee, Manager COOLPORTCold Chain Cargo operations, AISATS and Mr. Harish Bhatia, Founder & CEO, Kamikaze MediaTerminal of the YearAward”AISATS Coolport is awarded ‘Best Cold ChainCargo Terminal of the Year’ in 6th Cold ChainStrategy Summit held in Mumbai on 21 June2017. AISATS Coolport received this award onsuccessfully completing the evaluation processconducted by a jury of 10 members. Theevaluation criteria included business rationale,innovative & creative solution and technologyused and its effective implementation. The ColdChain Strategy Summit is a platform whereindustry leaders from Pharma, Chemicals,FMCG come together to discuss the storageand logistics options, ways to overcome thechallenges faced by cold chain industry andto maintain the integrity of the temperaturesensitive products.

12 UNLOCKING ACHIEVEMENTSAAT Obtains IATACEIV PharmaCertificationAsia Airfreight Terminal Co. Ltd. (AAT)has successfully obtained the CEIVPharma Certification from the InternationalAir Transport Association (IATA). Thisaccreditation further demonstrates AAT’scommitment to preserving the coldchain during the air transportation ofpharmaceutical products, and deliveringexcellent service quality in the handling ofspecial cargo to our customers.The certification helps the industry establish Ms. Yvonne Ho, General Manager, Hong Kong and Macau of IATA (sixth from right), Mr. Andrew Lim,a network of pharmaceutical trade lanes Executive Director of AAT (seventh from right) and Mr. Kuah Boon Kiam, General Manager of AATthat meet strict handling standards to keep (fourth from right)the cold chain intact. This initiative wasstarted by Airport Authority Hong Kong pharmaceutical products. The certification including the upgrade of coldroom facilities,(AAHK) to make Hong Kong International takes into account all aspects of cold operational processes and manpowerAirport (HKIA) a preferred gateway for chain handling in the AAT warehouse, training.Second ANACatering QualityProgram (ACQP)Gold Award forTSACOn 13 July 2017, Taj SATS Air Catering (from left): Mr Takayuki Aze, Catering VP, ANA, Mr Sagar Dighe, Chief Operating Officer, Taj SATS, MrLtd (TSAC, Mumbai) received its second Meherwan Karanjia, General Manager, Taj SATS, Mr Nishijima, Station Manager, ANAACQP Gold Award from ANA, the premierJapanese carrier. Overall this is the fourth The ANA team was given a warm and performance. He expressed heartfeltaward for the Mumbai unit from the time traditional welcome by the Mumbai team. gratitude for upholding the standard ofit commenced catering to the airline in Mr Takayuki Aze and Mr Nishijima lighted ANA, for providing safe, delicious and2007, the earlier being in 2009 (ACQP- the lamp in the presence of ANA and Taj quality food to the valued passengers ofGold Award), 2012 (ACQP-Silver Award) SATS team. the airline.and 2015 (Certificate of Appreciation). OurDelhi unit also boasts of being the recipient Mr Takayuki in his inaugural address Congratulations to Taj SATS for clinchingof ACQP Gold Award for 2015, in its second congratulated and thanked Taj SATS the award!year of operations. Mumbai team for the consistentTo honour and present the award to theMumbai team, Mr Takayuki Aze-CateringVP and Ms Namiko Tosu arrived fromNarita, Japan. They were accompanied byMr Nishijima-Station Manager (ANA) andthe Mumbai station team.

13 CREATING MILESTONESTSAC scores GMRAirport Award 2017Taj SATS Air Catering Ltd (TSAC, Delhi) onceagain has been adjudged best Flight Catererat Delhi Airport for a record five times, since itsinception on 2012.The Best In- flight Caterer Award is a celebrationof industry excellence.TSAC, Delhi was adjudged the Best Catererof the year award on the basis of variousparameters, where TSAC Delhi had topped infollowing categories:• Maximum number of meals served to Mr. K. Prabhakar Rao(COO, DIAL)(Left) presenting Airlines. the award to Mr. Sanjeev Gujral and the Unit, GM, Mr. Shashi Sinha(extreme right).• Caterer with highest revenue sharing record• Caterer with Best Ramp Safety Record, This award is a testimony to its commitment• Impeccable report submitted by all Hygiene and dedication to customers’ delight and this achievement would not have been possible audits conducted by GMR. without diligent participation of TSACs’• Caterer with an impeccable food quality associates. Thus, the award is dedicated to all its employees and associates. record.TSAC, Delhi is immensely proud to be recipientof this prestigious award for the fifth time.A proud moment forTSACOn 8 July 2017, Taj SATS Air Catering(TSAC) had a rare privilege of receivingthe ‘Excellence Award’, given by Institute ofEconomic Studies, India (IES). The glitteringevent held at Constitution Club of Indiaselected organizations and personalitiesbased on their sector and contributions tothe economic development of the nation.Mr Rakesh Sarna, Chairman Taj SATS was Mr Sanjeev Gujral receiving the award on behalf of TSACconferred with the prestigious ‘Udyog RatanAward’ for his contribution to the aviation absolute care is taken ensuring fairness Award on behalf of Mr Rakesh Sarnacatering industry. The award translated as and transparency. The star studded event and Excellence Award for Taj SATS. He‘Jewel of the Industry award’ is conferred to was attended by doyens of Industries and dedicated the awards to the employees ofthe visionary leaders for their outstanding high profile dignitaries. Taj SATS in his thank you address.contribution to the economic developmentof the country. Mr Sanjeev Gujral, Vice President (Customer Relations & Corporate Affairs),IES, affiliated to Government of India, has Taj SATS received the Udyog Ratanpanel of judges who are eminent citizenswith economic background. Nominationsare made by existing members and

14 B U I L D I N G B O N D SEvolution of the Culinary Journey@ SATSStart a meal with a Pumpkin and Kalonji allowed the guests to view and tasteSeed Roll, followed by an appetizer of their delectable creations. The reviewsHong Shao Braised Beef Short Ribs, of the meals offered at the event werethen having a choice of mains of Korean astounding.Smoked Duck with White Kimchi orIndonesian Grilled Seabass with Kwe Another key component of the EvolutionTiau Goreng, before a sweet ending journey which was shared with thethe meal with a warm and comforting guests at the event was the new rangeChinese Sweet and Soft Coconut Pastry of SATS products beyond the usualand Mango Pudding dessert. This meal repertoire of inflight meals. SATSalone would have transported you to the recognizes that as air travel transformsvarious ends of the world with every bite, and evolves, so do the passengers’and is part of the repertoire of over a 100 profile and expectations. The SATSdishes of what our guests tasted at the Catering Team therefore embarked on“Evolution of the Our Culinary Journey” developing a new food product rangeevent on 18th August. which embraces “Quick and Fun”, “Delicious Variety” and “Versatility”On the same date last year, SATS as fundamentals to create bespokeCatering introduced its 5 international products for our clients.chefs, the SATS Culinary Consultants(“SCCs”) - Global Baker Dean The SCCs further enriches SATS’ abilityBrettschneider, Singapore Celebrity to offer new flavours, a wider range ofChef Eric Teo, Indonesian Prominent contemporary and traditional dishes, asChef Idham Mirwan, Korean Award- well as tastes and textures. Together withWinning Chef Gwak Man Kuen and our bespoke products, this total suite ofChina Celebrity Chef Qian Yibin. offerings will definitely bring a refreshingCollectively, they have created over 300 sensory appeal to your passengers on-dishes in the past year, and this year’s board with a personalized touch.event showcased their new dishes and SATS Movie Night 2017 A relaxing and fun night of movie watching was arranged on 10 July 2017 at Shaw Theatres Lido. A great time was had by all after Spider-Man Homecoming was aired on the big screen.

B U IL D IN G B ON D S 15 SATS Premier Lounge celebrates Singapore Food Specials! SATS Premier Lounge hosted a Teh Tarik flavoured popcorn. lunch event on 10August 2017 for our valued partners in celebration of our The highlight of the event was the nation’s 52nd birthday. Singapore’s surprise performance put up by favourites like Hainanese Chicken SATS Passenger Services team. Rice, Satay, Roti Prata, our SATS The sing-along sent waves of Signature Laksa and Milo Dinosaur nostalgia through the crowd. It was were featured alongside the desert a joyous get-together with a lot of table filled with an assortment of fun and laughter. colourful Nonya cakes and live station serving hot and fresh Muah Singapore Food Specials were Chee. placed on our lounge menu from 2nd to 15th August 2017 to delight SATS Premier Lounge has also all our premium passengers. specially partnered with Dilmah to concoct a special – Earl Grey We thank all our partners for joining Pandan infused tea and 1885 Kettle us on 10 August and do keep a look Gourmet to create freshly toasted out for our next event!Golf Championship2017On 4 August 2017, more than 90enthusiastic golfers gathered at theLaguna National Golf & Country Clubfor an afternoon golfing event. It wasa sunny afternoon where everyonereestablished their bonds over thecourse of the game. For those who donot play golf, they made their trip downfor our networking dinner. We would liketo thank everyone for your support andlook forward to seeing everyone againnext year!

16 HEARTFELT COMPLIMENTSOn 5 th August, my colleague Edwin Tan called I really would like to compliment There was a flight which was divertedus at 9:22am to report that he got a severe back Mr.Colin Seah who is handling our to SIN due to bad weather in KUL.sprain and was not able to move. I could not think flight in different dates at counter and The staff on duty when this diversionof any other option and called SATS Data Entry gate. He is very much polite, helpful, happened were extremely helpful.team as they work very closely with us. and fast and he goes beyond his way Most notably, SIOC Duty Manager to support the customers and to send Desmond Tay and Flight OperationsRegu responded to the call and he immediately got our flight on time. There are also other Duty Manager Joseph were verya SATS driver and went to assist Edwin and made staffs but his way of handling the helpful in getting the flight plan printed.arrangements to bring him back to our office. He operation is exceptional. They also did their best to get the flightalso called ambulance and got first aid for Edwin plan rushed to the aircraft to ensureand made necessary arrangement for taking him Shimeles Arage that the aircraft is not grounded.to the nearest clinic for further investigation. Regional Manager-Singapore, Australia Please convey my sincere gratitude to these gentlemen and commend themWe sincerely appreciate his efforts and would like and New Zealand accordingly.to thank him for his service straight from the heart Ethiopian Airlinesand his willingness to help in time of need. Selvaraj Arivananthan Station Head (Singapore) George Samuel Prabhakar Assistant Cargo Services Manager AirAsia Berhad Cathay Pacific CargoThe FC Bayern Munich Charter took place on secured, cleaned, loaded and flight documents together and delivered an excellent handling.28th Jul. The charter for 200 passengers handed to crew. All in all, despite some minorcomprising of the FC Bayern’s Executive Board part of the operations not going according to I also would like to thank especially Charmainemembers, VIP’s, media team, staff and most plan (in part because of the change of plans by and the Lufthansa group check-in team (Rozaili,importantly the players, created much abuzz the Faizal, Azdar, Elfian, Jeson, Duty Manageramongst the Lufthansa Group handling team. organisers), the team managed to adapt and Saleem ) as well as other involved staff for their everything worked like clockwork. professionalism, enthusiasm and flexibilityAs we all know, with such a high profile charter towards the smooth handling of the flight. It wasand pressure to perform from all areas, lots of The FC Bayern’s executive board members as quite a challenge to manage three wide bodybackground coordination and preparation needs well as the organizer are very happy with the operations at the same time with the sameto be done prior to the actual handling itself. smooth handling during departure. They amount of manpower that you have. EveryoneThe various departments got together two weeks mentioned this specifically when we spoke. All got together to help one another despite havingbefore the charter to prepare for the handling. this thanks to the whole SATS team for coming their other duties; a definite Lufthansa GroupEveryone was eager to assist. The mix handling teamwork in action.between normal charter from the mainterminal and Jetquay handling posed a challenge I would also like to thank Randy, Baggage Dutyin itself, especially for the facilitation of the Manager Wong as well as the baggage teambags and equipment. Another challenge was the for their hard work in handling the volume ofdeparture time of the charter which was only bags, equipment containers whilst also handling30 mins later from the regular scheduled LHG the two other scheduled flights. It was aflights. After some brainstorming, we managed challenge but, as expected, they rose to theto find a solution and set-up an action plan. occasion.The day arrived and everything went smoothly, Thank you once again to the team for showingfrom the handling of bags and equipment as the “can do anything” spirit. FC Bayern willwell as the checking-in of pax at both the main return again in two years and I’m sure we will beterminal and Jetquay. Aircraft was also more than ready to handle them then. Suraya Sukiron Station Manager Singapore Lufthansa Group I Austrian, Lufthansa, SWISS For any feedback or enquiries, please contact Ms Jace Hu (+65 6541 3909, [email protected]). Passion To Delight is for the private and general information only of our clients and partners. SATS Ltd. and its group of companies (“SATS”) make no representation or warranty asto the accuracy, adequacy, completeness or reliability of the contents. SATS expressly disclaims any liability whatsoever for any loss or damages howsoever caused arising from or in connection with the use or reliance of the whole or any part of the contents in any form whatsoever. SATS Ltd. 20 Airport Boulevard, SATS Inflight Catering Centre 1, Singapore 819659 • www.sats.com.sg