SATS Passion To Delight Issue 49

ISSUE 49 JUN 20 With the onset of COVID-19 early We have been involved in preparing up between Singapore and New Zealand to this year, the aviation industry has to 45,000 meals every day for migrant keep trade lines open for essential items experienced unprecedented challenges workers. In addition, SATS is managing amidst COVID-19. These examples as countries impose more and more temporary accommodation facilities are just the tip of a massive iceberg of stringent travel restrictions in an attempt for healthy migrant workers aboard work that is underway to ensure that the two Genting cruise ships docked at the shelves in our shops remain full of food EXSA 2019to contain the spread of the virus. SATS Marina Bay cruisecentre. Our aviation for our community. has reorganised, transformed and catering operations across Asia are also reinvented ourselves to contribute to the using their spare capacity to play their SUPPORTING CARGO-ONLY FLIGHTS fight against this crisis. part in feeding our communities. For example, TajSATS has supplied over a Some of our airline partners are SUPPORTING PUBLIC SERVICE & million meals to healthcare workers and deploying their passenger aircraft for HEALTHCARE migrants across India. cargo-only flights. SATS is adapting to the situation quickly with redeployment 50 colleagues from our Passenger Services STRENGTHENING FOOD SUPPLY of ourteams to support the manual team have volunteered to greet, direct RESILIENCE loading of cargo safely into passenger and check in patients at Changi General seats and overhead compartments. Hospital. In addition, we are also working SATS is also leading important work for with the Immigration & Checkpoints the Singapore Food Agency to diversify TRAINING & UPGRADING SKILLS Authority as SG clean ambassadors and sourcing networks and strengthen house visit as field officers in support of Singapore’s food supply resilience. For Last but not least, we are ramping up the community’s fight against COVID-19. example, on 19 March, we managed to the courses at SATS Academy during the Furthermore, SATS’ volunteers also activate our egg suppliers with a lead time circuit breaker period and converting participated in Temasek Foundation’s of two days and expedited the shipment many of the classroom training meaningful #BYOBclean initiative where of 300,000 eggs into Singapore. On 22 programmes to virtual and e-learning we helped to distribute more than 400 April, SATS Coolport also received about courses so that staff can learn on- bottles of hand sanitisers to the public. 20 tonnes of meat from New Zealand demand, and at their own pace. – an outcome of the Joint Declaration FEEDING COMMUNITIES DURING Read more details in this newsletter! CRISIS PREPARING MEALS EXTRAORDINARY SATS DIRECTOR OF KITCHEN, AISATS INDIA WINS FOR FOREIGN COVID-19 ARRIVAL RICK STEPHEN, RECEIVES THE BEST GROUND WORKERS HANDLING AT BGS THE ORDER OF AUSTRALIA HANDLER AWARD See Page 5 See Page 9 See Page 12 See Page 14

COVER STORY LEVERAGING THE SATS NETWORK TO SECURE ESSENTIAL PPE SUPPLIES FROM ALL OVER THE WORLD Since the onset of the COVID-19, SATS has been actively following precautionary measures have been put in place sourcing for essential supplies such as surgical mask, hand throughout SATS Food Solutions Group: sanitisers, thermometers, gloves, isolation gowns and thermal screening systems across the whole of SATS network to find 1. T hermo scanners to screen employees and visitors entering supply points. These items are important to help safeguard the building for febrile symptoms our frontline employees against COVID-19 as they continue to provide services in line with our brand promise and enable 2. U se of surgical mask for all frontline staff and kitchen staff business operations to continue. 3. Use of gloves for employees handling food Thanks to swift, decisive action and large batch purchasing, SATS managed to secure over 3 million masks so far - with 4. S tep up education and training on handwashing in different confirmed shipments safely covering what the SATS group of languages companies requires. 5. T emperature taking and logging twice a day By using a centralised co-ordinated approach and leveraging on SATS network, SATS managed to procure masks from 6. Filling up declaration forms for those who have travelled multiple geographies around the globe to mitigate supply risk from changes in the global environment. As the pandemic 7. P lacing hand sanitiser at every level of the building has impacted the whole aviation ecosystem, SATS has also managed to procure surgical masks for MacroAsia Catering SATS remains proactive in keeping up to date on the global Services, China Kunshan and our customers. COVID-19 situation and seeking necessary PPE supplies. Locally, SATS has been stepping up their precautionary measures to safeguard our employees and ensuring that our food safety and hygiene standards are not compromised. The 2

SATS COMMUNITY SATS recognises our staff who have performed well and rewards them for their fantastic work. We are proud to announce our employees of the month for January 2020! JANUARY 2020 (From top left) James Tho, Albert Chee Wee Keong, Nurasyikin Binte Ramli, Chuang Chiao-Wei, Marudo Marc Josell Ibatan, Airon Morris Roan Hernandez, Ng Voon Kai, Sureskumar Selvaraju, Sumathi A/P Singaram, Rashid Bin Ali, Edmund Tan Chai Kiat, Chin Nyuk Khim, Sheik Abdul Salam B Shikh Mohd, Shaiful Bin Rahmat, Balan S/O Ramiah, Sumenthiran A/L Tavaraju, Bae Mikyung (Mimi), Li Limei, Mohamed Nezam Bin Mohamed Rof, Ho Teik Ming, Vincent Toh Soon Leong, Loong Chay Yong, Fabian Ong Hock Eng & Ganesan Balakrishnen EXPANDING BOUNDARIES SATS is Asia’s leading provider of Gateway Services and Food Solutions. We are present in over 60 locations and 13 countries across Asia and the Middle East. For enquiries on our network, please contact Ms. Sabrina Chew (+65 6541 8098, [email protected]). 3

CREATING MILESTONES Artist’s impression of new lounge COVID-19 READY LOUNGE With the onset of COVID-19, SATS has been exploring ways to ensure that besides comfort, premium guests can feel safe while utilising our lounges. Our lounge staff don PPE (including masks and face shields) while facing the guests. We are also working on the setting up of protection screen at reception, non-intrusive contactless temperature screening at the entrance of the lounge and social distancing queue markers. Our staff will usher the passengers to their seats to ensure social distancing. Furthermore, seating arrangement has been configured to ensure that there is sufficient safe-distancing between passengers. At the same time, to provide more comfort and privacy for the guests, we have catered for increased in partitions between seats and pod seating / work space. Lounge space is segregated into various zones to aid the flow of passengers for a seamless lounge experience and prevents over- crowding. Rigorous and enhanced cleanliness regime is carried out in the lounges Education and information on the virus are continuously and timely shared with lounge staff to ensure they stay current with best possible measures and practices to take during and after work. 4

CREATING MILESTONES SINGAPORE SATS APPOINTED AS ONE OF THE CATERERS TO PREPARE MEALS FOR FOREIGN WORKERS To contain the rising number of Secondly, while majority of these foreign COVID-19 infected cases in foreign workers are India and Bangladeshi workers dormitories in Singapore, migrants, there is also a small minority of the government has re-located some them who are from Thailand, Myanmar of these foreign workers without the and China. The vast difference in cultures COVID-19 symptoms to other locations of these nationalities makes it challenging as part of the ‘circuit breaker’ measures for the chefs to plan the menu for such a and lockdown of foreign workers’ large-scale catering project. To ensure that dormitories. their taste preference are being taken care of, SATS constantly gathered feedback The well-being of the foreign workers is from the foreign workers to fine-tune the top priority. SATS has been appointed flavour and portion of their meals. as one of assigned caterers by the government to provide nearly 180,000 To mitigate any issues that may arise healthy balanced meals to these foreign throughout the whole process, SFS also workers. deployed three employees to be stationed on site at one of the dormitories for a Firstly, sourcing the raw ingredients and period of five days to help stabilise the bento boxes during this pandemic (which supply chain, understand the challenges have become rare commodities) is an and solicit feedback. arduous task, made more challenging with the lockdown in Malaysia. The Despite the short notice and large procurement team tapped on our number of challenges to overcome, extended pool of reliable long-term our greatest fulfilment is knowing that suppliers to source for these items within the foreign workers are well-fed and a short time frame.. most importantly, happy with the meals prepared for them as SATS supports our nation to combat against COVID-19. SATS RECEIVED 20 TONNES SHIPMENT OF CHILLED MEAT FROM NEW ZEALAND Minister Chan Chun Sing, together with New Zealand’s High Commissioner Jo Tyndall, paid a visit to SATS Coolport to view the 20 tonnes shipment of chilled meat, including beef and lamb, from New Zealand. The shipment of these essential items was the outcome of the Joint Declaration which Singapore and New Zealand concluded last Wednesday to keep trade lines between our countries open for essential items admist COVID-19. The shipments include essential items such as medical supplies, hospital equipment, and food such as eggs, fish, meat, and vegetables. Purpose-built for perishable-handling in 2010 at a cost of more than $16 million, SATS Coolport continues to redefine the way perishables are handled at Changi Airport. With up-to-date certifications and a dedicated team of staff for cold chain products, SATS Coolport offers the freight fraternity and retailers a host of facilities and services with more precise handling standards, meeting the world’s growing expectations for cold chain integrity. 5

CREATING MILESTONES SKILLSFUTURE SG APPOINTS SATS AS A TRAINING PARTNER SATS ACQUIRES AVIATION IN THE AIR TRANSPORT SECTOR FOOD INNOVATOR MONTY’S SkillsFuture SG (SSG) has appointed SATS as a training partner in the air transport sector to ramp up training of employees in the aviation BAKEHOUSE community affected by the downturn in the industry. The details of the enhanced training and support package by SSG, SATS is pleased to announce that Workforce Singapore (WSG) and the Civil Aviation Authority of Singapore Monty’s Bakehouse UK Limited (CAAS) and NTUC Aerospace and Aviation Cluster, was unveiled at has joined the SATS Group a visit to SATS Coolport by NTUC Secretary-General Ng Chee Meng, following a 100% Senior Minister of State, Ministry of Trade & Industry and Education Chee acquisition by SATS Hong Tat, and Minister of State, Ministry of National Development and Investments Pte Ltd, Manpower Zaqy Mohamad. a wholly-owned In addition, NTUC is injecting an additional sum of $500,000 to help subsidiary of SATS unionised companies in the air transport sector provide training to Ltd. their workers to help them stay employable and resilient. Tapping SATS Academy’s capabilities and industry knowledge to provide the requisite Monty’s Bakehouse is training, air transport companies could defray business costs and protect a leading innovator of the jobs of their employees with funding from the enhanced training and high-quality aviation food support package. solutions for travel markets across the world, with offices in the SPICEJET OPERATING TO SINGAPORE United Arab Emirates and manufacturing sites across Europe, the Middle East and Asia. SATS handles SpiceJet’s first freighter flight to Singapore SATS is proud to be SpiceJet’s partner in Singapore, kick starting the By combining the culinary expertise of SATS collaboration with a chartered freighter flight from Chennai on the 9th with Monty’s Bakehouse product and packaging of April and from Bangalore on the 10th of April. We look forward to a innovation, the Group intends to enhance its food close partnership with SpiceJet and to handling more flights together. solutions for aviation customers and support growth into new customer segments. In line with this, SATS and Monty’s will establish an innovation centre in Singapore as a test bed for innovative food products for aviation catering, buy on board retail, and adjacent markets. SATS will also work with Monty’s to develop sustainable food packaging solutions that reduce cost, waste, and logistical complexities using minimal plastics, to fulfil our 2030 goal of adopting sustainable food packaging. Even in these challenging times, as the industry battles the effects of the COVID-19 epidemic, SATS continues to take a long term view and make strategic acquisitions to put in place the conditions for growth once the market begins to recover. 6

DISINFECTION SERVICE FOR AEROBRIDGE CREATING MILESTONES CARGO Arising from the COVID-19 COLLABORATING WITH pandemic, every airline has to comply with disinfection AIRLINES WITH PACC+ regulations in event of confirmed case on-board. FLIGHTS (PASSENGER SATS Aircraft Interior Cleaning (AIC) Team is also AIRCRAFT CARRYING CARGO at the forefront of offering value-added services like IN PASSENGER CABIN) aircraft disinfection service to both passenger and In view of travel restriction due to COVID-19 freighter aircraft. pandemic, airlines have come up with innovative ways to utilize aircraft cabin space as well as Aerobridge Cargo (RU) is meet the demands of cargo. one of the first freighter airlines who takes extra SATS collaborated with our airline partners precaution in disinfecting to load cargo into the passenger cabin. every freighter flight coming This is certainly a new mode of operations into Singapore. AIC team which required extensive pre-planning and does fogging of main deck coordination between all the SATS business hall using Calla 1452 which is units and our airline partners. We worked hand a water based disinfectant. in hand to review the operations procedures so They also clean upper deck as to ensure safety standards are met. thoroughly by wiping down the crew rest area, cockpit, Besides the actual loading, securing and tie and galley. The whole down of the cargo on the aircraft seats safely, process takes around 1 hour. pre-setting of the aircraft cabin was also an important aspect to ensure that the necessary protective layers for the aircraft seats and inflight entertainment systems are in place. We have successfully handled Singapore Airlines (SQ) as our first PACC+ flight at Singapore Changi Airport on 8 April 2020, followed by Ethiopian Airlines (ET) and British Airways (BA). SATS is pleased to be able to support our airline partners, especially during this challenging period. HANDLING KALITTA AIR AT CHANGI AIRPORT The inaugural flight of Kalitta Air (K4) touched down Changi Airport around 2 April 2020. Kalitta Air, an American cargo airline with its main base of operations at New York JFK International Airport, is one of the DHL network carriers flying into Singapore. They are operating 4 weekly scheduled freighter flights with B777F aircraft for the route SYD-SIN-HKG. This will play significant role for DHL to bring in cargo volume from CVG and LAX sectors. The collaboration with Kalitta Air has set another key strategic milestone with DHL Express. 7

CREATING MILESTONES Up to 3000 foreign workers who have recovered from COVID-19 in Singapore have started living ACCOMODATING on board cruise ships docked at Marina Bay Cruise FOREIGN WORKERS Centre, since 29 April 2020. ON CRUISE SHIPS Both cruise ships SuperStar Gemini and SuperStar Aquarius completed stringent evaluation checks” before being repurposed to house the migrant workers who have recovered from COVID-19, in bid to limit COVID-19 transmission within foreign worker dormitories. Cruise ships were chosen, as their infrastructure allows fresh air to be filtered and supplied to the cabins and other common areas, ensuring minimal recirculation of air within the vessel. The ships also have readily available rooms and en-suite toilets to minimise person-to-person contact. In addition, the ship also has other useful facilities like in-cabin dining, as well as Wi-Fi and entertainment in the cabins. “Getting the two ships and hundreds of employees ready for this operation was not an easy feat,” said Mr. Lionel Wong, Chief Executive Officer of SATS Creuers, which operates Marina Bay Cruise Centre. He said, “it has been a great learning curve for everyone, especially since many have no prior experience or expertise in running such operations.” Despite the numerous challenges, SATS-Creuers and its key partners managed to work tirelessly throughout the whole period to ensure that the accomodations are are set up in time to contribute to the effort to combat COVID-19. 50 PASSENGER SERVICES EMPLOYEES DEPLOYED TO CGH AS PATIENT CONCIERGES On 5 May, 50 employees from SATS Passenger Services (PAX), of whom mainly were Customer Services Agent (CSAs), turned up at Changi General Hospital (CGH) for a new job portfolio - to be Patient Concierges at the acute hospital with over 1,000 beds caring for a community of more than 1 million people in the east. As Patient Concierges, they will be providing customer service to CGH patients and visitors, such as helping them to fill up the travel declaration forms, take temperature, assisting them in registration services, and pushing wheelchairs for patients - tasks that are similar to their training for the airport. 8

SATS CATERING & CHINA AIRLINES CREATING MILESTONES PARTNERSHIP OVERSEAS SATS Catering was recently appointed by China Airlines as their preferred EXTRAORDINARY COVID-19 inflight catering partner for Singapore ARRIVAL HANDLING AT BGS station. We are humbled to embark on this new partnership with China On 10 March 2020, Terminal 3-D Airlines and we look forward to many more collaborative years ahead. (or T3D, originally the domestic Cheers to a new beginning for both China Airlines & SATS! handling terminal at Beijing QATAR AIRWAYS “QUISINE” Capital International Airport, LAUNCHED IN JAKARTA PEK) was converted to a Qatar Airways had organized an official launched of its ‘Quisine’ concept recently at PT. Purantara Mitra Angkasa Dua (PMAD), special arrival handling area Soekarno-Hatta International Airport Jakarta on 26th Feb 2020. Mr Ajay Jacob (QR Country Manager for Indonesia) and Mr Decha for identified international Mingkwan (QR Culinary Development Manager) were the main speakers for the event. flights. Subsequently During the event, they explained the new Quisine concept to a selected group of Qatar trade partners and media, showcasing an on 15 March, it was the array of new Indonesian dishes as part of its onboard dining experience. The event was well-received designated arrival handling and was broadcasted is a few social media news sites. area for all international flights to PEK. All international arrival passengers had to undergo quarantine and screening procedures, and the passengers arriving on BGS-partner airlines were escorted from the aircraft and directed to the respective areas by BGS Passenger Services Department staff. The extensive measures resulted in prolonged arrival handling for BGS, up to 9 hours in some cases, as well as the deployment of more than double the usual resources for arrival handling. All international arrival bags were also subjected to thorough security screening, and required piece- level handling at the aircraft and arrival baggage hall. During these challenging times, BGS continues to stand together with our partners and friends, providing our unwavering support and commitment to a better tomorrow. 9

CREATING MILESTONES TRANSFORMING BUSINESS OPERATIONS DURING CRISIS TO SERVE COMMUNITIES When the COVID-19 pandemic unfolded in India leading to the With the support of local authorities, staff, and vendors, the team lock down, another crisis was developing - meals for doctors and persevered and delivered nutritionally balanced meals designed healthcare workers were depleting quickly. daily by a team of chefs. To date, TajSATS has delivered over 1.68 million meals to the healthcare workers and migrants across TajSATS, the joint venture between Indian Hotels Company Limited Mumbai, Bengaluru, and New Delhi. (IHCL) and SATS, came to the rescue. Sagar Dighe, TajSATS Chief Operating Officer, shared how the Being the only flight kitchen in India to not close down its kitchens, company transformed its operations to cater to the rapidly TajSATS was the first one to start supplying meals to healthcare evolving situation. workers and migrants when the lock down started on 23 March 2020. Q: What were the challenges that the team faced when transforming the inflight catering kitchen to preparing hot meals While lock down restrictions were not an issue, getting hold of for healthcare and migrant workers? fresh produce and ingredients to produce approximately 50- 52,000 meals per day was a challenge. Maintaining distancing Sagar: Flight kitchen meals are created based on a cook-chill measures in the kitchen while producing the meals to ensure process. In order to provide meals to the healthcare workers and thorough sanitation was another. migrants, who may not have access to heating facilities on site, we re-engineered the process to factor in time of the meal, distance 10

CREATING MILESTONES and time required for transporting the meals, and ensure that they this crisis. In these difficult times, the entire team of associates were heated accordingly before dispatch. and vendor partners stood by TajSATS and remained completely dedicated to this cause. Every associate had a sense of ownership, Secondary packaging was also implemented to ensure that the commitment, and cooperation, which led to the success of this food remains hot and fresh by the time it reaches the healthcare initiative. workers and migrants. The process was reengineered to ensure the meals are heated and packed in such a way that the beverage Q: What are some key learnings from this massive project? served along with the meal remained at room temperature so that the person consuming the meal can enjoy the meal thoroughly. Sagar: The biggest learning was that with innovation and passion, it is possible to transform a flight kitchen and its processes to an Q: What factors did you think contributed to this initiative’s institutional kitchen that can produce and deliver 52,000 meals success? daily with almost 1/3rd of the required workforce. Sagar: There were quite a few – the strong and ardent belief in This initiative also showed us the importance of brand building. the cause of serving the community during difficult times; strong Leveraging on the brand as India’s largest airline catering company leadership shown by the General Managers, Executive Chefs and with 42 years of track record, we were able to convey attributes their teams; and strong relationships with local authorities, our such as food safety, hygiene, and quality which instills confidence vendors, partners, and suppliers. in the consumer. TajSATS is driven by exceptional people; their unwavering spirit Lastly, managing stress and mental well-being of our staff was our and their deep loyalty towards the organisation and that is what priority by boosting the morale of our associates through constant sets us apart. The team quickly adapted to the changed conditions, communication, staying connected, and being available at all aligned themselves to work harder and support each other during times. GTR MALAYSIA SECURES BUSINESS OPERATIONS IN TIMES HIMALAYA AIRLINES’ OF COVID-19 AT AISATS GROUND HANDLING IN KUALA LUMPUR The situation around COVID-19 rapidly changes. However our staff on ground hand have been servicing customers during GTR Malaysia is proud to be Himalaya Airlines these challenging times. We supported our customer airlines ground handling partner in Kuala Lumpur. with ground handling of all relief flights at our Delhi station. In February and March our team at Delhi were handling relief Himalaya Airlines operates four flights weekly flights that were sent to Wuhan, Tokyo, Milan and Iran to between Kathmandu and Kuala Lumpur. bring home Indians. These flights were handled with exceptional efficiency and The handling of Himalaya Airlines on 4 February passengers were disembarked with safety, care and diligence 2020 has allow GTR to make its operational debut at as top priorities. Our team, well-equipped with PPE’s ensured KLIA Terminal in Kuala Lumpur International Airport, all the special safety guidelines and procedures were and at the same time strengthen GTR present at both followed to handle the passengers of these aircraft. Kudos for (KLIA and KLIA2) terminals. a job very well done. 11

UNLOCKING ACHIEVEMENTS SATS GARNERS BRONZE MEDAL SINGAPORE AT IKA CULINARY OLYMPICS 2020 SATS DIRECTOR OF KITCHEN The SATS Culinary Team clinched RICK STEPHEN RECEIVES THE Singapore’s first medal in the ORDER OF AUSTRALIA Community Catering category at the prestigious IKA Culinary Olympics On 8 June 2020, Director of Kitchen (DOK) Rick Stephen 2020 that was in Stuttgart between was amongst the 933 Australians who has been 14 to 19 February 2020. recognised by the Governor-General David Hurley at the Queen’s Birthday 2020 Honours List. This was the first time SATS DOK received the Order of Australia for his significant represented Singapore in the service to the tourism and hospitality sectors, particularly community catering category and as a chef. The Order of Australia is accorded to our participation was endorsed by Australians who have demonstrated outstanding service the Singapore Chefs’ Association. It was or exceptional achievement. also a proud moment for Singapore, as the As DOK at SATS Catering, Rick Stephen has to oversee nation fielded an entire team of chefs from one the two inflight catering kitchens and more than 700 company for the first time. chefs. Outside of work, DOK is particularly active in nurturing The IKA Culinary Olympics is the largest, oldest and most colourful young culinary talent as Continental Director of the international exhibition of culinary arts where professional chefs World Association of Chefs Societies. from all over the world compete against one another. DOK has also been previously honoured in China with the Camellia Award awarded by the Government of The SATS team competed against 21 other teams in the Zhejiang and has a school wing named after himself in Community Catering category to bring home a bronze medal. NingBo – The Rick Stephen’s Centre of Excellence. The teams conceptualised, planned, organised and realised “In this list we see all the positives that are in our a 5-course lunch on the theme “roots”. The team also had to community – we see the great ideas, we see the hard- do pricing, ordering of goods, edit recipes, nutritional value work, we see the love and compassion for fellow human calculation, and the preparation and food distribution to 120 beings – it’s a microcosm of Australia,” the Governor- people. During meal service, jury members anonymously and General said. randomly sampled the food to evaluate consistency and judge the dishes according to the set criteria. 12 To prepare the team for the competition, Executive Sous Chef Kim Wah and Development Chef Ivan coached and pushed the team hard in their training preparations since June 2019. The SATS culinary team started serving various groups incrementally from 20 pax to 60 pax to 80 pax and to 120 pax to simulate the actual competition. Besides the Culinary Team, Director of Kitchens Rick Stephen was also on the jury for the Junior National Teams category and Executive Chef Matthew Yim competed in the National Team category. Together, Singapore scored a total of three medals as the national team garnered a silver and gold medal in the Restaurant of Nations and Chef’s Table categories respectively. Congratulations to the SATS culinary team and our national team for doing Singapore proud.

UNLOCKING ACHIEVEMENTS SATS CARGO AWARDED INTERNATIONAL CARGO HANDLER OF THE YEAR AWARD BY STAT TRADE TIMES IN AIR CARGO INDIA 2020 The STAT Trade Times Award for Excellence in Air Cargo acknowledges pioneering works done by companies and leaders in the air cargo sector internationally. The gala award night was hosted during the Air Cargo India 2020 event, which took place in Grand Hyatt Hotel, Mumbai, India from 25 to 27 February. The award night brought together the who’s who of the industry, kindling a sense of solidarity that’s exceptional and awaited by the community. SATS was recognised as “International Cargo Handler of the Year” (Highly Acclaimed) during the event. SATS ATTAINED “OUTSTANDING STATION PERFORMANCE AND OUTSTANDING GROUND HANDLER” FROM CHINA SOUTHERN AIRLINES SATS SIN station attained “Outstanding station performance and Outstanding Ground Handler” awards. China Southern Airlines (CZ) will give this award for its top performing 10 stations among both domestic and international (across more than 80 stations in all). For 2019, 9 GHA were shortlisted and given the awards. 13

UNLOCKING ACHIEVEMENTS 2020 PAX INTERNATIONAL READERSHIP AWARDS “CATERER OF THE YEAR” AWARD SATS has once again clinched the Asia “Caterer of the Year” award for year 2020 at the coveted Pax International Readership Awards. This is SATS’ third consecutive win, reinforcing SATS’ position as a leader in inflight catering. Each year, the best in the industry are recognised, chosen by the loyal readers of PAX International – a trade publication dedicated to the global travel catering industry. This award underscores SATS’ service consistency in producing high quality and safe meals served in the air at its very best. Such achievements propel SATS to continuously improve and develop even better products and services to delight customers. HEAD OF HUMAN CAPITAL IN SATS INDIA RECEIVED “TOP HR MINDS (INDIA)” Congratulations to Mr Namit Baikar, Head of Human Capital, SATS (India) who has been conferred the “Top HR Minds (India)” by the World HRD Congress on 15 February, Mumbai. Namit is a young vibrant leader with more than a decade of HR experience across India and Asia Pacific and in diverse industries like e-commerce, retail, aviation, shipping, logistics and supply chain. He is also an active speaker and panelist in different forums, and is associated with various management institutes where he prepares millenials for the corporate world. Namit’s significant contributions to the field of HR and in nuturing the next generation of HR practitioners has made him one of the highly respected HR leaders in the region. As the head of Human Capital, SATS (India), he leads all matters pertaining to HR for the holding company whenever there is a merger, acquisition or divestiture and provides HR leadership to SATS joint ventures and subsidiaries in India. SATS is proud to have Namit as part of the team! 14

UNLOCKING ACHIEVEMENTS BLUE GRADE RATING IN BRITISH AIRWAYS COMPLIANCE AUDIT TajSATS Bangalore has achieved the blue grade rating for British airways consecutively for the second time in the January 2020 audit. The audit visit was unannounced and the dedication, hard work and team spirit of the team helped TajSATS Bangalore in achieving this success. British Airways head of Quality- Dr. Jane-Marie Hawronskyj said “I would like to congratulate TajSATS Bangalore on achieving your second consecutive Blue grade audit in January this year. To have retained your Blue status since July 2018 is a fantastic achievement and testament to all the hard work of the team”. TCS WINS ANA AMAZING AWARD On 8 January 2020, TCS Import Documentation team was presented the ANA Amazing Award by Mr Haruhiko Inukai, Station Manager, SGN. This award was only possible through the commitment and dedication of the entire team to ensure prompt, neat documentation handling process for the carrier. TCS is definitely appreciative of ANA’s compliments and this will continue to motivate us well to achieve our customers’ expectations. AISATS INDIA WINS BEST GROUND HANDLER AWARD AISATS was recognised as the Best Ground Handling Service Provider at the prestigious WINGS India Awards. The biennial WINGS India Awards are conferred on Aviation-related Companies/ Institutions/Organizations that have created benchmarks and made notable contributions in the area of Civil Aviation in India. The award ceremony was held on 13 March 2020. 15

COMPLIMENTS We would like to compliment SATS Catering on a job well done, especially Catering Supervisor Mr. Elangovan and his team for rushing the last-minute catering order of five economy class meals for the JL8160/07Feb SASCO departure flight. What impressed JAL was SATS’ efficiency, as your team delivered the meals less than 40 minutes after we made our request. Your smooth and efficient delivery allowed the flight to depart in time. The team’s professional attitude in ensuring quality service was commendable. Kindly convey our grateful thanks to all staff involved. We thank you for the support you have given us. Mr. Zulkiflee Ahmad Said Supervisor, Passenger Traffic Services Japan Airlines Today, I witnessed how your team assisted VietJet passengers on VJ812/24Apr SIN-SGN. Your team did well, from check-ins to boarding – despite social distancing during requirements and passengers with excess baggage adding to the challenge. The ramp team did a good job as well. We would like to sincerely thank your team for a job well done. We appreciate all the measures you have put in place to ensure smooth handling. Please keep it up, we are looking forward to your smooth handling again when VietJet resumes flights. Mr. Vincent Yong Station Manager VietJet Hope this note finds you well and safe during these tough times. As you may have already known, British Airways (BA) and IAG Cargo moved 3 special charters over the last 3 days, delivering PPEs to the UK for. The loading procedure included a strict and very newly introduced cabin loading policy. From the onset, we faced a few challenges. Last night at -3hours to departure on what would have been the last charter and final opportunity to uplift all the cartons, a last-minute request came through from the customer in the UK instructing us to break down the boxes in order to aim for a maximum cabin uplift. I am happy to say that excellent teamwork and exceptional adaptability were the stars of the night and everyone came up on top. On behalf of our entire team at BA, IAG Cargo and most definitely the healthcare services in the UK, we want to express our deepest appreciation to the team who displayed exemplary leadership throughout, making these charters look like a walk in the park. Christine Koh Cargo Area Customer Service Manager, South East Asia & Australasia British Airways 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