Passion To Delight Issue 45

ISSUE45 JUL 19 SATS WINS “Best Air Cargo Terminal Operator - Asia” at the AFLAS Awards SATS SATS FORMS NEW AISATS RECEIVES THE AISATS COOLPORT RECEIVES CHARITY JV WITH LONG-TIME “BEST AIRPORT SERVICE THE “INTEGRATED COLD RUN 2019 PARTNER IN BEIJING PROVIDER” AWARD AT CHAIN MANAGEMENT AWARD” FOR NEW DAXING THE 6TH INDIA TRAVEL FROM THE INDIAN CHAMBERS See Page 4 INTERNATIONAL AIRPORT AWARDS (SOUTH) 2019 OF COMMERCE (ICC) See Page 9 See Page 12 See Page 14

COVER STORY SATS WINS “BEST AIR SATS was awarded “Best Air Cargo Terminal CARGO TERMINAL Operator – Asia” at the 2019 Asian Freight, Logistics and Supply Chain (AFLAS) Awards, held in Hong OPERATOR - ASIA” AT Kong on 17 June 2019. THE 2019 ASIAN FREIGHT, The awards, hosted and organised annually by Asia LOGISTICS AND SUPPLY Cargo News, recognises leading service providers CHAIN (AFLAS) AWARDS – including air and shipping lines, airports and seaports, logistics and third-party logistics, as well as other associated industry professionals. The nomination and voting process allowed the more than 15,000 readers of Asia Cargo News and e-news subscribers to first determine the leading companies in the market, and then determine the winners – ensuring that the results reflect the opinion of service users, rather than a panel of judges. We would like to take this opportunity to thank you for your support and collaboration. 2

SATS COMMUNITY SATS recognises staff who have performed well APRIL 2019 and awards them for their hard work and effort. We are proud to announce our top employees for the months of April and May 2019. (From left to right) Suthesh Kumar A/L Perumal, Nagenthiran S/O Panneerselvam, Nurhaslinda Binte Mohd Yunos, Nur Yazid Bin Abdul Ghani, Siti Fadzillah Binte Kassim, Mohamad Hairul Bin Abdul Rahman, Sudhagar A/L Tanimalai, Raj Mohan A/L Letchumanan, Sadiris Malwatte Dharmadasa, Soh Sai Heng, Rajendran Senthil Raja, Chan Ye Luk (Lukas), Hirwan bin Kamal, Mohamed Khaleel s/o A Bakar M, Muhammad Fadly Bin Abdul Rahman, Enon Binti Abdul Gani, Nizam Bin Mohd Salleh, Jasmine Kang Chui Shan, Sherry Dai Xia Xia, Lee Yaw Hui, Chin Lin Yee & Abdul Aziz Bin Ahmad. MAY 2019 (From left to right) Unus Bin Sapuan, Yeow Kai Mun, Nuraini Binte Abdullah, Zalina Binti Salleh, Noorhamidah Binte Sulaiman, De Souza Gerard Bramley Fred, Marty Don Tanjung, Gavyn William A/L Isaac S Das, Rajeshwaran A/L Arunasalam, Chua Sock Huan, Sartivel A/L D Govindaraju, Besana Rowel Ferolino, Samuel Benjamin A/L Machambo, Poh Chee Tau, Muhammad Adli Bin Ahad, Nah Chong Boon, Shobana Ravichandran, Kamal Lutfie Bin Haji Tarmidi, Benny Lee Seng Hooi, Abdul Razak Bin Hamid, Selvaraj Sakthivel, Choo Wei Yee, Faridah Bte Mohd Saleh & Nuraishah Bte Yusri. 3

SATS CHARITY SATS COMMUNITY RUN 2019 What better way to start the weekend than with a run fuelled by a meaningful cause? The SATS Charity Run, held on 29 June 2019 at the Singapore Sports Hub, was the perfect retreat for SATS and the whole aviation community as we gathered our partners, employees, family and friends to run for a good cause! In its 4th year running, the SATS Charity Run raised yet another $200,000 for Assisi Hospice - a sum that has been made possible, thanks to the support of our SATS family and friends, corporate partners and airline customers. The event saw a record 1,200 participants this year. Dr. Janil Puthucheary, Senior Minister of State, Ministry of Transport & Ministry of Communications and Information, graced the event as its guest of honour. In his opening address, Mr. Alex Hungate, President and CEO of SATS, thanked the strong and unwavering support of our airline customers, partners and individuals who have stepped forward to donate and support the event. Dr. Janil Puthucheary added in his speech, “Running is a lonely pursuit and it is only through the effort and support from everyone that a run of friendship like the SATS Charity Run is made possible.” Some of our SATS senior management joined the 500m Beneficiaries Walk with Assisi Hospice. A record 1,200 participants signed up for the SATS Charity Run this year! Showcasing the cookbook “Flavours of Friendship” to Dr. Janil Puthucheary. 4

SATS COMMUNITY In a unique collaboration with the Ministry of Foreign Affairs (MFA), PCEO Mr. Alex Hungate announced the launch of the cookbook “Flavours of Friendship”, mooted by the Chief Executive Officer of Temasek Holdings Ms. Ho Ching, in hopes of bringing people together through our love for food. The book contains a diverse collection of more than 60 recipes, specially curated by SATS’ award-winning panel of international chefs and our friends at MFA (who are based overseas). Furthermore, in celebration of the Singapore Bicentennial, SATS took the opportunity at the event to announce its partnership with Lion’s Pride in its “Art from the Heart” campaign as the Ambassador Sponsor - embracing the Uniquely Singapore Merlion and transforming it into an icon of hope for the less fortunate through the language of art, and raising funds for the President’s Challenge. SATS senior management took this opportunity to renew their pledge and commitment to volunteerism, as they painted a leaf on our very own 1.6-metre-tall Merlion installation, “Growing with Purpose”. Thanks to the generosity of all our airline clients, individual donors stood a chance to win air tickets to popular holiday destinations such as Los Angeles, Okinawa and Europe. The top prize, sponsored by Singapore Airlines (SIA), was a pair of return business class tickets to Zurich (Switzerland) worth over $14,000. We would like to congratulate our winners and thank all participants – especially our generous sponsors – for yet another successful and rewarding event. The top prize of the donors’ draw was a pair of return business The SATS senior management team renewed their pledge and class air tickets to Zurich, Switzerland, sponsored by SIA. commitment to volunteerism as they painted the Merlion installation. 5

Renewal Partnerships Across the SATS Network EXPANDING SATS would like to thank the following airlines BOUNDARIES for their continued support. EXPANDING BOUNDARIES IN AIRLINE JV, STATION OUR BUSINESS NETWORK Royal Flight Airlines Asia Airfreight Terminal, HKG Qantas Airways Beijing Aviation Ground Services, PEK Forging New Partnerships Across the SATS Network SATS welcomes the following new customers into our network. VietJet Air Beijing Aviation Ground Services, PEK Air India / Air India Beijing Airport Inflight Kitchen, PEK AIRLINE JV, STATION Express Scoot AISATS, HYD Qantas Airways Beijing Airport Inflight Kitchen, PEK Scoot AISATS, TRV Siberia Airlines  Evergreen Airline Services Corporation, TPE Jetstar Group Beijing Airport Inflight Kitchen, PEK Eznis Airways SATS HK, HKG Qantas Airways SATS HK, HKG Singapore Airlines MacroAsia Catering Services, MNL Hainan Airlines SATS (Catering), SIN China Eastern MacroAsia Catering Services, MNL Airlines Korean Air MacroAsia Catering Services, MNL 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. 6 For enquiries on our network, please contact Ms. Sabrina Chew (+65 6541 8098, [email protected]).

CREATING MILESTONES SINGAPORE SATS CELEBRATES 25 YEARS OF PARTNERSHIP WITH CHINA SOUTHERN AIRLINES AND WELCOMES CHONGQING AIRLINES TO SINGAPORE On 28 June 2019, China Southern Airlines celebrated their 25th anniversary of operations in Singapore. The date also marks the inaugural flight of their subsidiary airline, Chongqing Airlines, to Singapore. Chongqing’s Deputy General Manager of Flight Operations, Mr. Fan Yu, personally piloted the flight and participated in a gift exchange with SATS Vice President of Passenger Services, Mr. Daniel Boy. To commemorate this milestone development, SATS presented a celebratory cake to mark the start of this new partnership, with China Southern Airlines hosting “Starlights at Changi” to celebrate this special day. SATS is proud to be part of this key moment in China Southern and Chongqing Airlines’ history. SINGAPORE AIRLINES-SATS CELEBRATORY LUNCHEON On 28 June 2019, both Singapore Airlines and SATS senior management gathered at SATS Inflight Catering Centre 1. The group was joined by contract and project teams (from both sides) for a sumptuous meal that was whipped up by SATS’ culinary chefs. The meal was in celebration of the successful renewal ofa long-term partnership between the two companies (after relentless work in the past 2 years). The lunch was hosted by PCEO Mr. Alex Hungate (SATS) and graced by Executive Vice President Human Resources and Operations, Mr. Ng Chin Hwee (Singapore Airlines). Both leaders expressed the need to deepen collaboration and elevate service levels throughout the duration of the contract to meet the demands of greater volumes and higher passenger expectations.  7

SATS – SIA GROUP SAFETY CULTURE CREATING CAMPAIGN MILESTONES SATS and the SIA Group (Singapore (located at C11) and was attended AIR NIUGINI GROUND Airlines, Silkair and Scoot) recently by over 100 employees and senior OPERATIONS AND embarked on a joint thirty-week safety management from both SATS and the AVIATION SECURITY campaign that aims to improve safety SIA Group. The senior management CONFERENCE 2019 and quality, while reducing incidents. teams came together to pledge their commitment and unveil the campaign On 9 May 2019, SATS attended Air Niugini’s The campaign, which runs till January logo – officially launching the campaign. Ground Operations and Aviation Security 2020, uses various channels to create New members of the SATS Safety Conference in Port Moresby as the event’s awareness – including engagements by Action Group (SAG) were presented guest speaker. There, we shared our thoughts senior management and supervisors, as with their appointment letters and on current industry practices, as well as new well as mentoring sessions. There are recognised for their commitment in technologies that SATS is embarking on. also incentives for participation, such driving positive change and inculcating as a grand lucky draw at the end of the a “safety mindset” among colleagues. The event was opened by Mr. Marco campaign. McConnell, General Manager of Ground In his opening address, Executive Vice Operations and Aviation Security, and This is in line with the SATS CultureSafe President Gateway Services Mr. Yacoob addressed by Mr. Alan Milne, Managing 2.0 programme, which focuses on Piperdi highlighted the importance of Director of Air Niugini. SATS Vice President promoting workplace safety and adopting a safety-first attitude among of Ground Handling Marketing, Ms. Wendy achieving our goal of reducing incidents all levels of employees – ensuring the Loh and Vice President of Catering Services, by strengthening our safety culture. safety of colleagues, customers and Mr. Marcus Ma, represented SATS for the the millions of passengers who travel event. Ms. Wendy gave an insightful The opening ceremony was held on through Changi Airport each year. presentation to the Air Niugini team that 1 July 2019 at the SATS Ramp Office earned resoundingly positive feedback. We would like to thank the Air Niugini family for the opportunity to share our thoughts at the conference. SATS CELEBRATES DELTA AIR LINES’ (DL) “30 YEARS OF FLYING INTO SINGAPORE” On 3 June 2019, Delta Air Lines (DL) commemorated a landmark achievement, “30 years of flying into Singapore”. To mark this milestone, SATS presented celebratory cakes to both the airport and town offices as a surprise to delight the Delta Singapore family. We wish DL continued success. Congratulations to Delta Air Lines. Keep Climbing! 8

CREATING MILESTONES SATS SUPPORTS QATAR AIRWAYS’ QSUITE LAUNCH PROMOTIONAL ROADSHOW @ ION ORCHARD Qatar Airways’ Qsuite was launched SATS’ team of chefs and account at an outdoor promotional roadshow managers were delighted to from 6 to 12 May 2019. Qsuite is support the event. In the weeks Qatar Airways’ latest business class leading up to the event, the SATS product and was showcased via a team worked closely with Qatar luxurious pop-up booth at a prime Airways to ensure that all food, location, Ion Orchard. beverage and related logistics (display of amenities, equipment, In addition to invited guests – the etc.) were planned and arranged media, trade partners, influencers, perfectly for this important event. and corporate clients – the public SATS chefs were stationed on- also had the opportunity to try out the site to prepare the menu items, wonderful seats, while being treated ensuring the kitchen’s very best to the whole Qsuite experience. This was served to the event’s guests. included champagne and a Qsuite platter comprising of canapes SATS is proud to partner Qatar and afternoon tea bites. Airways and will continue to support our customers with their promotional efforts. OVERSEAS SATS FORMS NEW JV WITH LONG- TIME PARTNER IN BEIJING FOR NEW DAXING INTERNATIONAL AIRPORT SATS and long-term partner Capital in the world. SATS is honoured The new joint venture brings together common Airport Holdings (CAH) have to partner with CAH to provide service values and best practices. Combined with collaborated on a joint venture to passenger, baggage, apron, cargo and CAH’s local knowledge, SATS plans to implement provide ground handling services at some of its innovative digitalisation initiatives to its the new Beijing Daxing International lounge management services at the operations at Daxing. Airport (PKX). Designed to handle up new airport. to 880,000 flights and 100 million BCS is the only third-party cargo handler to manage passengers each year, Daxing will be Beijing CAH SATS Aviation Services the over 40,000m2 warehouse area with airside one of the largest and busiest airports Co. Ltd. (BCS), a 60-40 joint venture, access – and will be the first SATS joint venture was incorporated on 1 March 2019. outside of Singapore to roll out its new cloud- based warehouse handling system, COSYS+. It will also manage 3,800m2 of lounge areas for both international and domestic passengers. BCS is already in talks to handle 13 airlines at Daxing, with the first flight scheduled to take off on 30 September 2019. This is a significant year for SATS and CAH as we celebrate 25 years of partnership. Our first ground handling company, Beijing Aviation Ground Services Co. Ltd. (BGS), has been serving passengers and airlines at the Beijing Capital International Airport (PEK) since 1995. With both ground handling companies establishing their presence at the hub airports in Beijing, SATS continues to bring value and delight to our partners and airline customers. 9

OVERSEAS CREATING MILESTONES INAUGURATION CEREMONY FOR EVERGREEN AIRLINE SATS PARTICIPATES IN THE SERVICES CORPORATION’S 32ND IATA GROUND HANDLING NEW CORPORATE BUILDING CONFERENCE Evergreen Airline Services Corporation (EGAS) held an The 32nd IATA Ground Handling Conference (IGHC) took place in inauguration ceremony for its new corporate building on the Madrid, Spain from 26 to 29 May 2019. morning of 24 April 2019. SATS participated in this conference as a ground handling partner The multifunction building serves the various needs of EGAS. and together with our joint venture partners, we were delighted to The basement stores up to 950 containers, while its first catch up with our friends and customers from all over the world. floor has a 7-metre-high ceiling and provides ample space for simultaneous repair and maintenance of 32 units of At the IGHC workshop session, SATS Chief Digital Officer, Mr. Albert ground service equipment. Its central kitchen on the fourth Pozo, shared his insights on the subject of “Driving competitive floor supplies food for over 2,000 employees and houses advantage through RFID in baggage”. RFID enables seamless end- a staff cafeteria, as well as a sports and recreation centre. to-end baggage tracking and it is critical to promoting collaboration The building’s fifth and sixth floors, along with its roof level, among all parties – from airport authorities to airlines and ground provide over 600 parking spaces for staff members. Offices handlers – to achieve shared positive outcomes. and a training centre are located on seventh Floor, and a 5,600m2 space on the eighth floor are reserved for future development. The inauguration of EGAS’s new corporate building will ensure better repair and maintenance of ground-service equipment, as well as provide a better working and training environment for employees. SATS HK WELCOMES EZNIS AIRWAYS We are pleased to be appointed by Eznis Airways as the airlines’ ground handler in Hong Kong. SATS HK offers a full suite of services, including passenger and ramp services to our new airline customer – Eznis Airways – from 3 June 2019. Eznis Airways operates B737, which flies from Ulaanbaatar (Mongolia) to Hong Kong. 10

UNLOCKING ACHIEVEMENTS OVERSEAS CHINA SOUTHERN PRESENTS AWARDS OF EXCELLENCE TO TCS VIETNAM In June 2019, TCS Vietnam received two awards of excellence from China Southern Airlines (CZ), namely the Excellent Service Agent and Safety Handle Award. Both awards demonstrate the excellent, safety-oriented services rendered to CZ by TCS Vietnam. These accomplishments were achieved through a strong partnership between the organisations, which involved daily engagements and interactions between the entities. We are honoured to have received the awards and thank the carrier for the distinguished recognition. 11

UNLOCKING ACHIEVEMENTS AISATS RECEIVES “BEST AIRPORT SERVICE PROVIDER” AWARD AT THE 6TH INDIA TRAVEL AWARDS (SOUTH) 2019 AISATS has been bestowed with the “Best Airport Service Provider” award at the 6th India Travel Awards (South) 2019, held on 27 May 2019 in Chennai.  This award is a recognition of the world class airport services provided by AISATS at all South Indian airports AISATS operates in – namely Bengaluru International Airport (BLR), Rajiv Gandhi International Airport (HYD), Trivandrum International Airport (TRV) and Mangalore International Airport (IXE). The India Travel Awards reward the best in the industry. Winners are selected through a fair and methodical selection process that involves online voting and a panel of judges that consists of luminaries in the travel industry. Supported by the Ministry of Tourism, the government of India and various trade associations, the India Travel Awards is a platform that promotes and develops domestic travel and tourism industry by identifying and rewarding industry players that providing excellent services. 12

UNLOCKING ACHIEVEMENTS AISATS WINS “INNOVATIVE TECH IDEA” AND “LEADING HR PRACTICES” AWARDS AT THE PINNACLE AWARDS 2019 AISATS was recognised with the awards “Innovative Tech Idea” and “Leading HR Practices” at the Pinnacle Awards 2019 – organised by Bangalore International Airport Limited (BIAL) at Kempegowda International Airport. Innovative Tech Idea This award was conferred by BIAL (BLR Airport Operator) to AISATS in recognition of their successful implementation of RFID Technology at its cargo handling unit. In order to increase end-to-end air cargo visibility in a multi-point logistics-chain, AISATS BLR introduced an advanced, first-of-its-kind RFID tracking technology to create a digital corridor in cargo traceability – tracing cargo from origin to destination. Cargo that is RFID tagged can be traced using a tracer application on a web-based platform. This provides real-time information of the freight status (updated vide RFID scanners) throughout its handling period. Piece-level tracking helps to identify the exact location of cargo, providing instant updates on mishandled cargo. Additionally, RFID implementation increases operational efficiency by creating end-to-end digital traceability. Leading HR Practices To bridge gender diversity, build a more inclusive workspace and increase retention of their trained workforce, AISATS BLR began introducing female teams into traditionally male-dominated baggage break-up and baggage make-up areas. With this, ladies can now be employed to work in these areas – including female family members of existing male staff. This has not only improved gender diversity, but also introduced a new thought process into the system. What’s more, as female staff are relatively more focused and cautious about standard operating procedures, this change has increased baggage handling productivity and efficiency. The practice of employing spouses has also increased employee engagement, resulting in better work attendance and reduced absenteeism. Additionally, the employment of all-female baggage handling teams are providing underprivileged women (who otherwise have limited employment modes) with opportunities to earn a living instant updates on mishandled cargo. 13

UNLOCKING ACHIEVEMENTS AISATS BLR RECEIVES “AUTHORISED ECONOMIC OPERATOR (AEO)” CERTIFICATION AISATS BLR has received the Authorised Economic Operator The AEO certification is an internationally recognised “quality (AEO) certificate from CBIC, Ministry of Finance, and the mark” and distinguishes AISATS BLR as a secure logistics partner. government of India in April 2019. The certificate was awarded This allows for a complete waiver of (an otherwise necessary) in recognition of the organisation’s compliance to the World bank guarantees towards custodianship. This status also facilitates Customs Organisation’s (WCO) SAFE framework standards and the terminal operator to have their own bonded trucking. its commitment to providing a secure international supply chain. AISATS COOLPORT RECEIVES THE “INTEGRATED AISATS COOLPORT received the COLD CHAIN MANAGEMENT AWARD” FROM THE Integrated Cold Chain Management INDIAN CHAMBERS OF COMMERCE (ICC) Award from the Indian Chamber of Commerce (ICC) at the 9th Annual Supply Chain & Logistics Summit & Excellence Awards 2019 – an initiative started by the Indian Chamber of Commerce in the year 2011 to recognise best performers in the supply chain and logistic sectors. The nominations are carefully evaluated on various parameters, such as warehouse facilities, handling capabilities, safety and quality, special services, customer satisfaction, adoption of information technology, energy efficiency and innovation. AISATS COOLPORT was conferred this prestigious award for achieving world class standards in providing an end-to-end cold supply chain for perishable and pharmaceutical products. 14

Muslim Carriers BUILDING and Customers BONDS Celebrate Eid 15 AT THE SATS HARI RAYA DINNER 2019 Held on the third day of Eid, while everyone was still in a festive mood, this year’s Hari Raya dinner was an intimate occasion – spent with our dearest Muslim carriers and customers. While guests were treated to a refreshing welcome drink of cucumber and mint, SATS PCEO Mr. Alex Hungate kicked off the event with festive wishes and reintroduced our SATS Culinary Consultant, Chef Idham Mirwan from Indonesia, who had prepared an array of his Indonesian specialties for the buffet line. Guests seized the moment to get up close and personal with Chef Idahm, while savouring some of his signature dishes – including Beef Dendeng Batokok (Sliced Dried Beef) and Seared Chilean Seabass in Yellow Sauce. SATS Chefs worked hard to prepare the delectable spread, presenting them in an exquisite manner that was reminiscent of culinary competitions. The food was truly a feast for the eyes and palate as guests were treated to mouth-watering dishes that included Syrian Ouzi Lamb and Mini Shrimp Burger with Salted Egg Chips from the live stations, as well as a variety of fanciful hot and cold tapas - Arrancini of Smoked Chicken and Portabello, Angle Hair with Lobster Laksa Bisque, just to name a few. The spread also featured beautiful desserts and chocolate centrepieces prepared by our pastry chefs. Guests left the event with tummies full of goodness and hearts filled with food, as many had the opportunity to catch up with friends in the close-knit community. We hope everyone enjoyed the event as much as we did.

COMPLIMENTS We would like to thank and commend your staff Loh Wang Liang for his exceptional handling of our TH RFS/trucking service today. Loh was very professional, displaying experience and knowledge in rendering his assistance when unloading two full PGA of transhipments of cargo from Silkway (7L). He helped to improvise and stabilise the slacked skids, before properly loading them to our trucks with careful planning – ensuring the shipment would reach the destination in good condition. All this was done in light rain, yet despite the conditions, he never waned. His commitment has left us with a good impression of SATS. We hope that his effort will be Mr. Joe Remy acknowledged with an accolade. Operations Manager Once again, our sincere appreciation to the abovementioned staff. Please send this recognition to him, so he may keep up the good work. Raya Airways There was no prior advice of Jet Airways’ flight cancellation and we were only informed by Jet Airways in the morning. At the transfer desk, there were many customers enquiring about the sudden cancellation of 9W flights. On this occasion, transfer desk officer Ching Lee came across these customers during the morning shift. As the Qantas (QF) Singapore office only operates in the late afternoon, Ching Lee displayed initiative by emailing with QF network operations – seeking help with the rebooking and reissuing customers’ tickets. Ching Lee’s leadership is commendable. Ching Lee has the passion to look after customers, putting herself in their shoes. She was truly “making Ms. Elsie Low the moment” and displaying QF’s service pillar, “feel the moment”. She understood the situation and Manager made customers feel that she truly cared about delivering an authentic and generous experience. Qantas Airways Well done for her amazing customer service. I would like to compliment CSO Jannah on her exceptional efforts on NZ281 (16 April 2019). Her attentiveness and awareness of which passengers were on their way to the gate, and which passengers were not found around the terminal, is exemplary. She initiated offloading passenger baggage at -20mins – which, if not for her attentiveness and awareness of passengers’ whereabouts, might have caused a longer delay on that day. Mr. Zamir Mustapah Airport Operations Manager Singapore Please keep up the fantastic work of paying attention to details and ensuring smooth operations. Air New Zealand This is in reference to an exemplary act shown by Ms. Nikki on the morning of 17 April 2019, while handling flight AI347. Our flight (AI347) was operating on the SIN-MAA sector from GATE- E24 that day. The last passenger Mr. Munir Hussain in the SSU area. He had misplaced his OCI card, which is a mandatory document when travelling to India. Further, the passenger was on his way to an important meeting. Ms. Nikki, who was managing the boarding process at gate boarding point, came to ask the passenger to try and remember where he might have last seen the card. Passengers replied that he had been to the money changer’s counter, which was out of security hold area. Ms. Nikki liaised with CAG and found the OCI card at the information counter. Keeping the departure timings of the flight in mind, she rushed to the information counter (from gate E24) and returned with the OCI card in time. The passenger was very happy with the initiative shown by Ms. Nikki. Please convey our sincere compliments and appreciation to Ms. Nikki for her extraordinary Mr. Rajesh Sharma act, which has earned the loyalty and trust of the passengers of Air India Airport Manager Air India Limited 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