SATS Passion to Delight Issue 42

42 ISSUE JAN 19 FOOD INNOVATION JOIN US IN SATS SELETAR SINGAPORE CHEFS’ SATS HONG THE SUPPORT AVIATION SERVICES ASSOCIATION NATIONAL KONG THE UNESCO SUCCESSFULLY CUTOVER CULINARY TEAM’S RECEIVES NOMINATION OPERATIONS TO THE SPECTACULAR PERFORMANCE CSEP AWARDS OF SINGAPORE NEW SELETAR BUSINESS AT THE EXPOGAST CULINARY BY AAHK HAWKER CULTURE AVIATION CENTRE WORLD CUP 2018 See Page 14 See Page 6 See Page 6 See Page 10

COVER STORY SATS’ Booth SATS’ FOOD INNOVATION TAKES CENTRE STAGE AT THE INAUGURAL ONBOARD HOSPITALITY FORUM – ASIA Marking the largest booth footprint in the Onboard Lunch crowd at the Street Food Festival section Hospitality Zone within the Future Travel Experience (FTE) Asia Expo held at Marina Bay Sands Convention Held in Asia for the first time, the Onboard Hospitality Forum Centre on 13 and 14 November 2018, SATS proudly – Asia garnered interests from hospitality experts from around unveiled our new line of local and international the region, including airlines and suppliers that gathered and flavoured shelf-stable meals. Presented in creative shared Asia-specific insights and products that enhanced the and functional packaging, they offer a greater variety total onboard experience. of meal options of improved quality and flavour with a long shelf-life. To spice things up, the event featured a “Street Food Festival” segment over the two days to showcase Asian street food SATS has once again embraced innovative methods to during lunch hours. SATS is privileged to have collaborated complement our capabilities in culinary excellence, product with Singapore Airlines (SQ) to present a taste of Singapore’s innovation and food safety. Leveraging the latest in food local fare, introducing iconic dishes such as Chicken Satay, technology, SATS’ new range of ambient meals has an Laksa, Nasi Lemak and Bak Chor Mee. Other caterers and extended shelf-life and can be stored in ambient conditions suppliers also showcased cuisines including Sri Lankan, without the need for cold chain management. This empowers Vietnamese, Malaysian and Indonesian. airlines and other customers to offer more meal options while reducing food wastage. “Being the home-ground caterer and partnering with our national carrier to promote Singaporean cuisine is truly an 2 Ambient meals product display and packaging concepts opportunity to showcase how airlines and caterers are value adding to the inflight gourmet experience by combining authentic local flavours and culinary innovation in the highly competitive Asia-Pacific region,” said SATS Executive Chef Dragan Unic. The event was well received and had allowed SATS to reach out to a wider network within the aviation sector.

MAKEOVER OF SINGAPORE CHANGI PARAMOUNT AIRPORT TERMINAL 3 LOST AND INITIATIVES FOUND OFFICE SINGAPORE T3 Lost and Found before the Our temporary home for two months! The fresh look of T3 Lost and Found office – extreme makeover a vibrant and conducive work environment The Singapore Changi Airport Terminal month extreme makeover. The new  Classical sofa that incorporates SATS 3 Lost and Found had given itself a office features: corporate colour; and fresh and revitalised look after two months of renovation that commenced  A vibrant and conducive work  Racks for neater storage. in late August 2018. During the period of environment; renovation, SATS Lost and Found staff Our staff at Lost and Found was thrilled worked from a temporary swing space,  A decorative grass patch on one side with the new and stylish look. They felt which allowed staff to serve passengers of the wall that offers passengers a that the workplace now gave them a in an open-concept office. sense of serenity; sense of belonging and new energy as they continued to serve passengers with On the night of 26 October 2018, we  LED lights at the front counter and delight. shifted into the new office after a two- backdrop to create a state-of-the-art feel; LOST AND FOUND STAFF ENGAGEMENT EVENT At Lost and Found department, we’re not From 22 October 2018 to 4 November 2018, a story-sharing campaign was launched, allowing our staff the opportunity to pen their thoughts and share their amazing stories of providing good service and their reflections on providing good service. Participants who submitted their stories received a limited edition Passion To Delight Teddy Bear. On top of having their stories featured, the top five stories were also awarded attractive vouchers. VP Baggage Services giving Lost and Found executives giving away Passion To Delight Teddy away Passion To Delight Teddy Bears to our deserving staff Bears to our deserving staff VP Baggage Services giving On 16 and 19 November 2018, Lost and an opening speech during the Found had its staff engagement session with Baggage Management, allowing staff engagement session and management to interact and discuss issues. Additionally, the Lost and Found just about work and providing service. We executives conducted a briefing on the believe in engaging our staff in activities preparations for 2018 year-end peak that will spur them to do better. Lost season. Mr. Khaw Hockeng, Vice President and Found, together with the Customer (VP) Baggage Services also gave away Experience Department team, planned a Passion To Delight Teddy Bears to the series of staff engagement activities that deserving staff during the session. spanned from October 2018 till January 2019. 3

PARAMOUNT INITIATIVES SATS NEW AVI VAN (“WE LOVE THEM LIKE YOU DO!”) Passengers travelling with pets tend to worry (Side View) The new AVI van with (Cross Section View) about the well-being of their pets, especially comfortable air-conditioning to The new AVI van with when the passengers do not get to see their help put AVIs at ease. comfortable air-conditioning pets till their final destination. This is especially to help put AVIs at ease. so for passengers on a long-haul flight. (Back View) The new AVI van with Singapore is known for its tropical and humid comfortable air-conditioning to climate, and live animals (otherwise known help put AVIs at ease. as AVIs) could be exposed to the elements of the weather and heat upon arrival, transit and departure. Previously, AVIs were collected and transported using operational vehicles, which might not be comfortable to them given the pollution in the environment. To show more tender loving care for the AVIs, SATS Baggage team initiated a project that looked into enhancing facilities - a new comfortable air-conditioning van - to transport AVIs during departure, arrival or transit. The enhanced vehicle would ensure that AVIs are well taken care of and protected from the environment. Not only does this help put the AVIs at ease, but it also assures the AVI owners that their pets’ well-being is carefully managed. Because we love AVIs like you do! EXPANDING Forging New Partnerships Across SATS’ Network BOUNDARIES SATS welcomes the following new customers into our network! EXPANDING BOUNDARIES IN AIRLINE JV, STATION OUR BUSINESS NETWORK Turkish Airlines AISATS, BLR Jet Airways AISATS, HYD Renewal Partnerships Across SATS’ Network SpiceJet Asia Airfreight Terminal, HKG SATS would like to thank the following airlines Thai Smile Asia Airfreight Terminal, HKG for their continued support! Beijing Aviation Ground Services (Ground Thai AirAsia Handling), PEK AIRLINE JV, STATION Beijing Aviation Ground Services (Security), PEK United Airlines Evergreen Airline Services, KHH KLM Royal Dutch Airlines Beijing Aviation Ground Services, PEK Philippines AirAsia Evergreen Airline Services, RMQ Thai Vietjet Air Evergreen Airline Services, TPE Air France Beijing Aviation Ground Services, PEK Air New Zealand Evergreen Sky Catering, TPE Air New Zealand Evergreen Sky Catering, TPE All Nippon Airways JAS Airport Services, CGK StarFlyer Evergreen Sky Catering, TPE Royal Brunei Airlines Lufthansa Maldives Inflight Catering, MLE Guangxi Beibu Gulf Ground Team Red, KUL Airlines Hainan Airlines SATS, SIN Bassaka Air SATS, SIN Guangxi Beibu Gulf Vietnam Airlines SATS, SIN Airlines SATS, SIN Shandong Airlines SATS, SIN Thai Airways SATS, SIN Qatar Airways Tan Son Nhat Cargo Services, SGN 4

SATS COMMUNITY SATS recognises staff who have performed well and awards them for their hard work and effort. We are proud to share with you our staff Employees of the Month for September, October and November 2018 SEPTEMBER 2018 (From top left) Gopal A/L Asokan, Ridzwan Bin Johan, Dharamendran A/L Balakrishnan, Michael Lim Uin Au, Brian Liew Foo Fei, Bhonagiri Shashikala Mrs Kailas Shashikala, Chua Hon Huat, Prithvi Rao Appalasamy, Mohamad Faisal Ismail, Azhari Bin Jaafar, Hamidi bin Abdul Hamid, Zhang Hai Yang, Lai Hao Min Terence, Arvind Raj Martin, Nur Azura, Farah Diana Binte Mohamed Haris, Marleena Bte Abdul Jamil, Md Salehin Bin Md Musroh, Muhammad Ridzuan Bin Gulam Rahman, Tan It Chin, Syed Hafiz Bin Syed Sheikh, Nur Diyana Binte Zainol, Iskandar Zulkarnean Bin Yahya, Dominicas Martin Doraisamy and Jasni Bin Ahmad OCTOBER 2018 (From top left) Johnny Ng Beng Chuan, Aung Thu, Foo Ah Chin, Lim Kim Huat, Lonbet Abu Bakar, Logeswari D/O Muthusamy, Chua Long Nian, Vikneswaran A/L K.Vijayan, Punithekannan A/L Adihinarayanan, Lim Swee Tin, Riza Alulod Manahan, Xu Fanpeng, Lai Kek Jin, Ng Soon Teck, Phue Pyae Win Ko, Noraijah Bte Jaffar, Joe Pan Jing Long, Pandian s/o Ayyavoo Ramanathan, Angeline Teng Chiew Moi, Kevin Yang Po Kai, Mazela Binti Mahadi, Valeria Tsai, Fauziah Bte Mohamed Ismail and Jasdeep Singh Makkar NOVEMBER 2018 (From top left) Lim Kim Foo, Auriel Ryan Macaraeg Fernandez, Hashim Bin Shehad, Satwant Kur, Muhammad Firwan Bin Jumahat, Henry Selvarajah s/o Arulsamy, Abdul Nasir Bin Abdul Rahim, Radin Norazanil B Abdul Gani, Sharifah Nasibah Bte Shariff Hussain, Lewis Russell Jude, Teo Kay Miang, Heng Siang Huai, Sandy Yeo Siew Gek, Said Parai Bin Ali, H.M. Aida Bte Ibrahim Angullia, Yasotha Devi Naidu D/O M.K, Ooi Lin Feng, Fariz Bin Mansor Bamadhaj, Choi Ming Keat, Saravanan A/L Vishuanathn, Sayed Mohamad Royfudyn, Abdul Razak Ahmad Sukri, Gonzales Marina Torres and Veyra Bryan Diola 5

CREATING SINGAPORE MILESTONES JOIN US IN SUPPORTING THE UNESCO NOMINATION OF SINGAPORE HAWKER CULTURE! Singapore aims to inscribe Hawker is an integral part of the culture and hawker food is a blend of the food Culture in Singapore on the UNESCO cuisine of Singapore. We are proud to heritage of the different communities in Representative List of the Intangible pledge our support as an organisation Singapore. Cultural Heritage of Humanity. The for this nomination effort. nomination documents will be The successful inscription of Singapore’s submitted to UNESCO in March 2019, Hawker Culture includes the hawker Hawker Culture onto the UNESCO and the result of Singapore’s nomination centres, the hawker food and the Representative List will encourage will be announced in end 2020. hawkers themselves, and has become greater appreciation for our hawkers and an integral part of our Singaporean their fare, and ensure the sustainability This nomination effort is a partnership identity and a reflection of our multi- of our Hawker Culture. between the Federation of Merchants’ cultural heritage. Associations, Singapore (FMAS), the Join us in supporting the nomination of National Heritage Board (NHB) and the Hawker centres were built in the late Singapore Hawker Culture! National Environment Agency (NEA). 1960s to 1980s to house Singapore’s travelling street hawkers in a hygienic Pledge your support by visiting As a Singaporean company specialising setting with proper sanitation. Today, Oursgheritage.sg, or scan the QR code in food, SATS Food Solutions Group hawker centres are a mirror of below: (FSG) recognises that hawker culture Singapore’s multicultural society, and SATS SELETAR AVIATION SERVICES SUCCESSFULLY CUTOVER OPERATIONS TO THE NEW SELETAR BUSINESS AVIATION CENTRE On 19 November 2018, our Lounge interior of Seletar Business Aviation Centre MMeeeetitninggrroooommfafacciliiltiytyaattLLeevveel l22ooff colleagues at SATS Seletar Aviation SSeeleletatarrBBuussinineesssAAvviaiatitoionnCCeenntrtere Services successfully cutover the first departure flight out of the new Seletar Business Aviation Centre at 0030hrs. A total of 28 flight movements were handled on the first day of operations. The team had been preparing and undergoing rigorous hospitality training for the soft launch and cutover since August 2018 and are determined to provide bespoke service to the high net worth passengers passing through Seletar Business Aviation Centre. SATS Seletar Aviation Services Pte Ltd is a joint venture company between SATS, Jet Aviation and Universal Aviation Singapore, with SATS being the majority shareholder. 6

CREATING MILESTONES SEMINAR FOR CAMBODIAN FREIGHT FEDEX EXPRESS FORWARDERS COMMUNITY COMMENCES SYDNEY-SINGAPORE SATS Cargo organised a seminar for over The Cambodian forwarders were SERVICE 35 local freight forwarders in Phnom particularly keen on our eFulfilment service, Penh, Cambodia on 15 November 2018. multi-modal (sea-air) handling capabilities FedEx Express (FX) launched its The seminar, titled “Leveraging SATS and One-Connect service (that facilitate inaugural SYD-SIN-SYD flight on Capabilities in SIN as your Transshipment handling of transhipment which requires 31 October 2018 to cater to freight Hub to connect You Globally”, provided re-documentation in Singapore) as well as customers’ demands on the Australasia us an opportunity to share our products Cargo-to-Mail Conversion service. route. and services in our new business verticals, As a valued service partner, SATS namely eFulfilment (targeting B2C/B2B4C At the end of seminar, the participants celebrated this milestone together with eCommerce shipments) and Facilitation were glad to know that they now had an the FX team and senior representatives Center Services in Singapore and at alternative route to help them overcome from Changi Airport Group (CAG) with stations within our Asian network. the lack of uplift capacities ex Cambodia a cake-cutting ceremony at aircraft by going through SIN Hub, riding on bay 612. The participants were pleasantly surprised Singapore Changi Airport’s vast air We wish FX great success in this new by the new services that SATS could offer connectivity to reach their market around route and look forward to continuing and many of them had sent enquiries the world. our close collaboration with them. to our Cargo Sales Development team, expressing keen interest to work with Through this engagement, we also helped SHENZHEN AIRLINES SATS, soon after the seminar. to reinforce Singapore’s position as the COMMENCES NEW preferred cargo hub. FLIGHT BETWEEN NANCHANG AND SATS WELCOMES HAINAN AIRLINES, SINGAPORE GUANGXI BEIBU GULF AIRLINES AND On the very auspicious New Year day of 2019, Shenzhen Airlines commenced a SHANDONG AIRLINES TO SINGAPORE new flight between Nanchang (KHN) and Singapore (SIN), operated by the Shandong Airlines started operating Boeing 737-800 aircraft. between Jinan and Singapore from 20 This additional flight increases December 2018, also with three weekly Shenzhen Airlines’ total daily flights flights. out of Singapore to three times. Congratulations to Shenzhen Airlines! We are happy to be part of the celebratory welcome events for these carriers and 7 look forward to building long-lasting relationships with them in years to come. In the last few months, Changi Airport welcomed a few new Chinese carriers, namely Hainan Airlines, Guangxi Beibu Gulf Airlines and Shandong Airlines, and SATS is honoured to be chosen as their working partner in Singapore. Hainan Airlines resumed operations with three weekly flights from Haikou to Singapore on 30 November 2018 after a hiatus. Guangxi Beibu Gulf Airlines launched its new direct service between Singapore and Nanning on 12 December 2018, operating three times a week. Daily operations commenced on 22 January 2019, before China’s Golden Week holiday.

CREATING CONGRATULATIONS MILESTONES TO POLAND ON CHINA SOUTHERN AIRLINES APPRECIATION THEIR 100TH LUNCH 2018 INDEPENDENCE DAY! To celebrate the good and long-lasting relationship between China Southern Airlines (CZ) and SATS Together with LOT Polish Airlines’ Station over the past year, CZ prepared a sumptuous Manager Ms. Faezah Hamid, SATS was buffet lunch for SATS staff at their office on 20 honoured and delighted to celebrate December 2018. The staff really enjoyed the lunch 100 years of Polish sovereignty on 11 and thanked CZ for the kind gesture. November 2018 with passengers bound for Warsaw, Poland from Singapore Changi Airport. Welcomed with delicious pralines specially designed by our Pastry Executive Sous Chef, Cassian Tan, passengers were all smiles as they exclaimed over the sweet treats that incorporated the Polish flag colours at the gatehold room. On this special day, we also took the opportunity to surprise the air crew with a brownie cake beautifully decorated by our pastry chefs. Gratulacje once again! JET AIRWAYS LAUNCHES DIRECT PUNE- AISATS BLR SINGAPORE FLIGHT ON 1 DECEMBER 2018 WELCOMES TURKISH Jet Airways launched a direct Pune-Singapore flight on 1 December 2018. CARGO TO ITS FAMILY The launch of the daily service on the new route made Jet Airways the first and only airline in India to connect the vibrant city of Pune to Singapore. With effect from 31 October 2018, This milestone marked Pune’s first international service to Southeast Asia Air India SATA (AISATS) began and would further help expand the scope of traffic between Pune and the operations for Turkish Cargo at the neighbouring regions of Singapore. Bengaluru International Airport (BLR). To commemorate this special occasion SATS was honoured to participate in Jet Airways' inaugural ceremony together and welcome the Turkish Cargo team, with Chief Guest, Indian High Commissioner Mr. Jawed Ashraff on 1 December a small celebration with a cake-cutting 2018. The event featured traditional lamp lighting and a cake-cutting ceremony, ceremony was organised by AISATS, and bore witness to Jet Airways’ expansion in its international service. followed by an inaugural cargo shipment acceptance. More than 20 tons of export OVERSEAS cargo was uplifted from BLR. PURANTARA AWARDED MAIN CATERER FOR ASIAN PARA GAMES 2018 Purantara proudly served up to 2,823 athletes and officials from 43 countries during the Asian Para Games 2018 from 29 September to 13 October 2018. Throughout the event, it offered various menus with a myriad of choices, including Indonesian and Asian cuisines, international cuisine, Middle Eastern cuisine and vegetarian fare. About 9,000 meal portions were produced. While it was a massive, round-the-clock culinary experience, all went very well, and compliments were received from athletes and officials alike. 8

PURANTARA SUPPORTS HSBC-ANA CREATING BUSINESS CLASS SEAT SHOWCASE & MILESTONES TRAVEL FAIR FROM 18 TO 21 OCTOBER 2018 TAJSATS, MUMBAI Purantara In-Flight Catering supported the recent HSBC-ANA Business Class & GOA, CATERS FOR Seat Showcase & Travel Fair from 18 to 21 October 2018 at the upscale hotel, ANGRIYA Pullman Jakarta. The public event drew large crowds, and Purantara, headed by its very own Japanese Chef Kenzo Yoshikawa, showcased its delectable In October 2018, TajSATS, Mumbai, catered Business Class cuisines to the delight of the VIP guests. for 450 guests on board the Angriya, including VVIP guests like the families of Honorable Chief Minister of Maharashtra Mr. Devendra Fadanavis and Hon. Tourism Minister Mr. Nitin Gadkari. Angriya is India's domestic luxury cruise ship sailing from Mumbai to Gao. Our culinary experts designed and created innovative and inspirational menus by repurposing classic ingredients for the modern palate. With this partnership, TajSATS now serves guests on land, air and sea, with TajSATS, Mumbai and Goa, both catering for Angriya three trips per week. AEROFLOT LAUNCHES DIRECT FLIGHT SERVICE FROM MOSCOW TO BALI Russian carriers Aeroflot and A welcoming ceremony was held for the flight, where Rossiya Airlines officially launched the passengers received flower garlands and were their Moscow-Denpasar route entertained by Sekar Jepun dance performance from on 29 October 2018 under a JAS Airport Services. codeshare agreement. According to its schedule, Aeroflot will serve the The SU-6295 flight arrived safely Moscow-Denpasar route three times a week, on at I Gusti Ngurah Rai International Wednesday, Friday and Sunday. Meanwhile, the Airport on Monday at 8:20 a.m. Denpasar-Moscow route will operate on Monday, local time after departing from Thursday and Saturday. Sheremetyevo Airport in Moscow, Russia, on Sunday at 3:05 p.m. The direct maiden flight using Boeing 777-300ER aircraft carried 297 passengers. MALDIVES INFLIGHT On 8 September 2018, from MIC. Several CATERING ORGANISES Maldives Inflight Catering other activities ensued, CHILDREN’S HOME (MIC) organised a charity including performances by CHARITY EVENT event at the Fiyavathi Maldivian Idol contestants, Children’s Home as part of entertainment by a local its efforts to serve the local dance group as well as face community. painting and other games. The event began with an Close to 20 staff from MIC opening speech by Ms. were involved in the event, Shiyama, CEO of Fiyavathi. including the management This was followed by food team. We were delighted prepared by MIC being to be able to contribute served to the children to the community, and by the staff of Fiyavathi the smiles of the children as well as volunteers brought us tremendous joy. 9

UNLOCKING SATS PCEO SAFETY AND ACHIEVEMENTS SECURITY AWARDS 2018 SINGAPORE On 26 October 2018, SATS recognised the SINGAPORE CHEFS’ ASSOCIATION outstanding contributions by employees at the NATIONAL CULINARY TEAM’S inaugural SATS PCEO Safety and Security Awards, SPECTACULAR PERFORMANCE AT THE which was held at Crowne Plaza Hotel, Changi EXPOGAST CULINARY WORLD CUP 2018 Airport. The event was graced by SATS President and CEO, Mr. Alex Hungate, SATS Director, Mr. SATS Culinary Consultant – Earlier this year, SATS collaborated Tan Soo Nan, Airport Operator’s Committee Singapore Chefs’ Association with SCA to have the National Vice-Chairman, Mr. Teo Seng Choke as well as (SCA) National Culinary Team, has Culinary Team formed part of the Workplace Safety & Health Council General done us proud at the Expogast SATS Culinary Consultants panel. Manager, Mr. Patrick Han. Culinary World Cup 2018. Held in The National Culinary Team co- Luxembourg, this competition is developed new homegrown For this inaugural event, 67 nominations poured organised once every four years signature dishes, inspired by in from SATS Group of companies, including and is rated as one of the most elements close to the hearts of local and overseas subsidiaries as well as our important culinary competitions the team members, such as their joint ventures such as Tokyo Flight Kitchen worldwide. mother’s cooking, recreations Corporation, Beijing Aviation Ground Services, from recipes handed down Beijing Airport Inflight Kitchen, Ground Team Red Mentored by our SATS Chefs – through many generations, or and FASSCO Catering Services. Executive Chef Matthew Yim and personal hawker favourites. Executive Sous Chef Ivan Yeo, The dishes featured authentic Both individual and team awards were presented our SCA National Culinary Team tastes from the various dialect to well-deserving persons who had contributed emerged  overall first runner up groups in Singapore, including to the safety culture within the SATS group. (behind Sweden) after an intense the Cantonese, Peranakan, Hakka, competition, with 750 other chefs Hokkien and Hainanese cooking, Individual Award Winners include: and food artists taking part in its capturing the uniquely home- various competitive segments. cooked flavours of Singaporean 1. Beijing Aviation Ground Services – Liu Jin The team also won gold medals home kitchens and hawker fare, in both the Hot Cooking and Cold and superbly complementing 2. SATS Asia-Pacific Star – Umila Joey Barata Display segments, an achievement SATS' culinary powerhouse. that wouldn't have been possible 3. SATS Catering – Velan A/L Kuppasamy without the guidance of the team's Congratulations to the SCA mentors and the help provided National Culinary Team for their Team Award Winners include: by the team's  assistants. Besides spectacular performance at the Singapore, Hong Kong was the Expogast Culinary World Cup 1. SATS Ramp Support – Platinum only other Asian team at the top, 2018, and doing Singapore proud! coming in fifth. 2. Tokyo Flight Kitchen Corporation (Narita) – Gold 3. SATS Maintenance – Silver Worth highlighting is Tokyo Flight Kitchen Corporation (TFK) Narita’s impressive handling of Airport Operations, which has been incident-free for over 14½ years! Since January 2004, the TFK Narita Operations’ Team has safely conducted more than one million truck operations, offloading inbound flights and delivering fresh catering for outbound flights of many global airlines. TFK Narita’s record stood at 1,018,293 operations accident-free as of 29 November 2018. TFK management has also celebrated with the TFK Narita team in recognition of this impressive achievement. SATS is and will always be vigilant about safety, and we strive to promote and improve the safety culture in SATS. 10

SATS CULINARY CONSULTANTS UNLOCKING ACHIEVEMENTS PANEL SCORES HIGHLY SATS TEAM ATTAINS Q3 AUP COMMENDED AWARD AT THE AWARD, GOLDEN TICKETS AND 37TH MERCURYS AWARDS 2018 FLYING START FROM BRITISH Taking part in The Mercurys Awards for the first time, SATS was honoured with the “Highly Commended” award in the AIRWAYS “Service Concept for Economy Class” category for its SATS Culinary Consultants (SCC) Panel at the Gala Dinner in Abu The BA SATS team strikes again with triple awards towards Dhabi on 10 December 2018. the end of the year. At the November monthly meeting, firstly the team was proud to have achieved the Q3 Airport Dubbed as the “Oscars” of the airline on-board service Upsell Award (AUP) – for both team target and individual industry, The Mercurys is one of the most prestigious awards achievements. On the second award, Ms. Nurjihan received in travel catering worldwide, sought after by the best and most the “Above & Beyond – Brilliant Award”, a special award for pro-active companies in the industry. The awards recognises being the top winner who has received a total of five Golden innovation and ideas in aspects that enhance passenger and Tickets in 2018! British Airways' Golden Tickets are given by meal experience. SATS is honoured to be highly commended passengers to SATS staff to recognise them for providing by the judging panel of The Mercurys 2018. excellent customer service. Just before the end of the year in December, BA (SIN) was awarded the Top Honours for BA To complement its in-house team of acclaimed chefs, SATS Flying Start Award – in recognition of raising a total of Euro 20 has enlisted five celebrity chefs from Asia Pacific region million since June 2010 for the global charity in partnership and the Singapore National Culinary Team to form the SCC with Comic Relief. Kudos to the great team effort! Panel. Many airlines have their own culinary consultant, and more often than not, this is only exclusively offered to their premium classes. As the native dishes co-developed with our SCCs are of rich cultural tapestry and heritage, SATS has identified a gap in the offering of these culinary specialties to airlines’ Economy classes. As such, by extending the same meal variety to Economy class passengers as premium class passengers would typically enjoy, SATS provides a value- added service to both airlines and passengers alike. SATS would like to thank our customers, partners and all staff for the strong support. SATS PASSENGER SERVICES RECEIVES SATS Passenger Services enjoyed a dazzling moment on 72 EXCELLENT SERVICE AWARDS 26 November 2018 at the 2018 Excellent Service Award Presentation Ceremony where they received 25 Gold and 47 Star awards, coming in third for the most number of awardees under the non-hospitality group. The guest- of-honour was Ms. Sim Ann, Senior Minister of State, Ministry of Communications and Information and Ministry of Culture, Community and Youth. Launched in 1994 by the Singapore Hotel Association (SHA), the Excellent Service Award (EXSA) is a national award that recognises individuals who have delivered quality service. It seeks to develop service models for staff to emulate and to create service champions. Congratulations to the SATS Passenger Services and the awardees! Continue to dazzle with your Passion to Delight! 11

UNLOCKING SATS RECEIVES ACHIEVEMENTS “OUTSTANDING GROUND SATS RECEIVES TOP EMPLOYER BRAND AWARD FROM INFLUENTIAL BRANDS® HANDLING AWARD 2018” SATS was awarded the “Top Employer Brand” under the category of FROM AIR CHINA Aviation & Food Services at the 6th edition of 2018 CEO Asia Summit on 20 November 2018. Organised by consumer think-tank Influential Brands®, the On 20 December 2018, Air China hosted an award identifies, engages and recognises \"The Champions of Excellence\" “Air China Group’s New Flights & Customer throughout Asia. Some 380 prominent C-suite executives from over 100 Appreciation Dinner” to introduce their leading companies across the region, including Singapore, Malaysia, Thailand, new flights within the group, as well as to Philippines and China, attended the event. recognise partners for their hard work in the year 2018. We are honoured to have Keeping an eye on the pulse of building a positive workplace culture has paid received from Air China General Manager off for SATS. The company achieved a high employee engagement score of Mr. Wang Zhi Yong the “Outstanding Ground 76%, and over a four-year period, saw an 11.2% improvement in productivity Handling Award” presented to our SATS measured by Value Added per Employment Cost (VaPEC). This has driven up Senior Vice President Sales & Marketing Mr. the value of the company over the last five years. Bob Chi. This is a testament of our dedication and hard work. Thank you Air China. OVERSEAS TAJSATS, MUMBAI, FELICITATED BY AIR CHINA FOR EXCELLENCE IN SERVICE AS A PARTNER On the 12th Anniversary celebration of Air China in Mumbai, TajSATS was felicitated by Air China and received a Certificate of Appreciation for the excellent service rendered. Mr. Sagar Dighe, Chief Operating Officer (COO) of TajSATS, received the certificate on the company's behalf. At the celebration, our talented chefs also showcased the meals served to our esteemed passengers. TAJSATS, BANGALORE, RECEIVES PINNACLE AWARD 2018 FOR ‘EXCELLENCE IN GREEN AND SUSTAINABLE PRACTICES’ TajSATS, Bangalore, was awarded the Pinnacle Award 2018 for “Excellence in Green and Sustainable Practices” for the second time in a row by the Bangalore International Airport Limited (BIAL). The Annual Pinnacle Awards is a platform created to recognise excellence and collaboration within the airport community. 12

SOUS CHEF OF TAJSATS, MUMBAI, UNLOCKING RECEIVES GOLD MEDAL IN THE ACHIEVEMENTS \"LIVE COOKING\" CATEGORY AT IICC 2018. SINGAPORE AIRLINES AWARDS TFK “EXCELLENCE IN CATERING” Young chefs of TajSATS, Mumbai, participated in the Indian International Culinary Classic 2018 (IICC) organised by Food & Singapore Airlines (SQ) presented Tokyo Flight Kitchen Hotel India (FHIN) in Mumbai. Corporation's (TFK) Haneda Branch an award for “Excellence in Catering”, third position, for its overall performance for Chef Ashish Kadam – Sous Chef at TajSATS was the proud the FY 2017/2018. It was selected from a total of 15 stations recipient of the Gold Medal in the 'Live Cooking' category. The operating more than three flights daily. Criteria were based medal was presented to him by Celebrity Chef Saby Gorai. on compliments and complaints, cabin crew reports and The culinary display by the other team members (Chef Swati general assessment by head office (responsiveness to ad- Malap, Nidhi Kadam, Rahul Karve and Hemant Patake) was also hoc menus and operational changes, adherence to operating appreciated by the culinary experts. procedures and standards, effectiveness, timeliness, etc.) SWISS WORLD CARGO HKG STATION WINS SUPERIOR QUALITY AWARD Our heartiest congratulations to the Hong Kong (HKG) station of Swiss World Cargo for winning “The Superior Quality Award for 2018” in September 2018. This honour recognises the outstanding performance of the HKG station among more than 130 outstations for Swiss World Cargo globally. Ms. Ivy Chan, Cargo Manager Hong Kong and Taiwan, expressed her appreciation for AAT’s contributions to their outstanding cargo performance. We will continue to provide excellent service in order to exceed our customers’ expectations! PRESTIGIOUS CORPORATE SAFETY PERFORMANCE AWARD PRESENTED BY AIRPORT AUTHORITY AAT was delighted to receive the “Corporate Safety Performance Award” under the Airport Safety Recognition Scheme, presented by the Airport Authority HK at the prestigious award ceremony held at Regal Airport Hotel on 17 April 2018. This recognition authenticated our utmost commitment to safety. Moreover, our Safety Supervisor, Mr. Marco Kung, received the “Best Safety Supervisor Award”. This further validated our commitment and unyielding efforts to improve workplace safety. 13

UNLOCKING ACHIEVEMENTS SATS HONG KONG RECEIVES CSEP AWARDS BY AAHK The “Customer Service Excellence Programme” award ceremony was held on 18 July 2018 at the Hong Kong International Airport in recognition of over 1,000 outstanding frontline staff among 73,000 airport staff members who had demonstrated excellent customer services during the year 2017/18. About 100 staff members of SATS (HK) received different awards for their quality customer services. Our staff members, Head of Passengers Services Mr. Bryan Foo, two Senior Customer Services Managers Ms. Iris Lee and Mr. Tommy Cheng, Customer Services Manager Ms. Anita Yim, Executive Ms. Carrie Law and colleagues Mr. Dickson Ma and Ms. Albee Chan were presented the “Outstanding Customer Service” Corporate Excellence Award for their professional services and exceptional teamwork in assisting a young Vietnamese passenger who had his passport stolen while he was travelling in Mauritius and was proclaimed inadmissible in Hong Kong. Other staff members also were awarded “Individual Excellence Award” and “Corporate Excellence Award” at the ceremony. TFK RECEIVES RAMP SAFETY MALDIVES INFIGHT CATERING AWARD FROM JAPAN AIRLINES CLINCHES 2 AWARDS FROM CATHAY PACIFIC TFK received a Ramp Safety Award from Japan Airlines as one of the companies that helped them achieve 400,000 This year, Maldives Inflight Catering (MIC) clinched two accident-free flights departed from Haneda Airport from 7 awards from the Cathay Pacific’s Caterers’ Performance February 2014 to 30 October 2018. Recognition Programme (CPRP). The award recognised caterers’ performance in 2017. MIC was awarded the Best Caterer – Hygiene Award and Best Caterer – Bronze Award in the Cathay Pacific (CX) Long Haul & Ultra Long Haul Flights category. A certificate of appreciation was also presented to MIC in recognition of the CPRP for the period July to December, along with the full-year result for 2017. The unit not only improved on the 2016 results, but also exceeded the target set for 2017. MIC is proud to be the only caterer that received multiple awards and compliments from the CX Station Manager for our stellar and consistent performance. The team in MIC is grateful for the recognition from CX, which strengthens our desire for both operational excellence and observing food hygiene standards consistently. 14

BUILDING BONDS GET TOGETHER FOR DEEPAVALI 2018 Deepavali, otherwise also known as Diwali or Dipavali, is the Hindu festival of lights, which is celebrated every autumn in the northern hemisphere (spring in the southern hemisphere). It is a celebration of the victory of light over darkness, good over evil and knowledge over ignorance. SATS celebrated this unique occasion with our Indian customers on 16 November 2018 with specially prepared Indian cuisine. 15

COMPLIMENTS I am writing this email to compliment As part of our commitment to put our customers Thank you so much for the gracious, kind, effective Customer Service Officer Jasmine at the heart of our business, I am delighted to and efficient services of your ANA ground staff in Loo Shi Hui in assisting a Chinese say that I have received a Golden ticket from Mr. helping me retrieve my forgotten hand carry while passenger travelling on Air India Swart, who is a Gold Executive Club member, I was inside the airport, and my bag was outside Express (IX). Due to lack of interline commenting on the outstanding customer with my friends. I especially wish to thank the ANA agreement, the passenger had trouble service received from Nurjihan Osman on 28 officer in charge (wearing a grey and pink outfit – to connect smoothly to China Eastern October 2018 whilst travelling in Singapore on we, unfortunately, did not get her name), agents Airlines to reach her final destination. BA12. Sandy and Serena, and Information Officer Vivian Jasmine highlighted the case to me, Gonzales for making sure I not only got my bag and with my authorisation, proceeded He wanted to share the following comments but also caught my flight on time. The coordinated to check-in for the passenger. I would about the service she delivered: effort to help me blesses me profoundly, and I like to thank her for the extra mile am truly grateful and thankful. Please know that in her service in negotiating with “Very helpful in sorting out my wife’s flight and I will be sharing this story with others to let them the IX baggage handler to forward seating as above.” know that ANA went out of their way to help their the passenger's luggage for special customers no matter the difficulty of the situation. retagging. Eventually, both the I’d like to say thank you for delivering such Thank you also for having systems in place to help passenger and baggage made the great service to Mr. Swart and to all the other customers no matter the need. flight MU546/28OCT. customers that Nurjihan interacts with daily. Thank you again, and if possible, please let the SATS is fortunate to have her as a To receive one ticket is fantastic, but my records people I mentioned above know that I am truly staff, and her diligence is very much show this is now the fifth ticket Nurjihan has been grateful and thankful for their help on my behalf. appreciated. awarded this year, which is truly exceptional. Keep up the good work! Ms. Holly M. Polk Mr. Tow Ling Ms. Rindal Ong Passenger Airline representative (SIN) All Nippon Airways China Eastern Airlines CS Duty Manager SIN British Airways Please express our appreciation for your staff's swift follow up on our sudden request Thank you for handling the mini-event at the gate this today. evening on 28 October 2018 for our second nonstop flight to San Francisco International Airport (SFO). Given the short We had a passenger who left Terminal 2 transit hotel late, and it was at minus 15minutes notice in coordinating the event and in ensuring on-time departure, the handling was great! to the departure for JL712. We decided to assist passenger so that she would be able to catch the flight as she was a young passenger. Your Special Service Unit staff Vanita san and Duty Manager Omar san and Lina san responded to our request and arranged It was great teamwork, and again, demonstrated our United for a buggy immediately to send the CORE 4 – Safe, passenger to the gate after she had Ms. Murashita Nozomi Care, Dependable Mr. Koh Yang Yang arrived at T1 by Skytrain. Passenger Service representative (SIN) and Efficient. General Manager - Singapore Thanks again. United Airlines Japan Airlines Great job by the team on both dates, with hand despite the arrival situation, immigration Ramp Department always has a difficult job the aircraft departing relatively close to the offloadings and no-shows at the departure gate. with expediting bags from other terminals Scheduled Time of Departure today (28 October Special thanks to the SSS staff for assisting the and the team’s effort is not overlooked. Keep 2018) and within Minimum Ground Time on 27 SQ186 and SQ982 (misconnected passengers) up the great work, and hopefully, we can try November 2018. Keep up the good job and let’s today. It must have been very stressful facing to minimise missing bags in Auckland Airport work towards a better On-Time Performance passengers who were rejected at the gate. even further, especially with the holiday season (OTP) result in the upcoming festive season! upon us. The Ramp Duty Managers consistently Ramp Service provide the team (including Ramp) and myself Passenger Service with updates and status of late transfer As always, we received very consistent efforts baggage and this constant flow of information The team led by Customer Service Officers from the team, and the quick actions by Ramp is essential, which allows us to make the most (CSOs) Neeki and Jennifer was fantastic, being Loading Officer Sanjeev (27 October) and Yazid informed decisions. able to push for a quick turn on 27 October as (28 October) allowed us to minimise the delay well as handling of the last minute offloads that in Singapore, but at the same time, accepted as Mr. Benson Chua we had for arrival passengers on 28 October. many late transfer bags as possible. Good to see that they had the situation well in Airport Manager Air New Zealand 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