SATS Passion to Delight Issue 41

ISSUE41 NOV 18 CATERER OF THE YEAR 2018SATS DONATES RETORT SATS RECOGNISED BEST CRUISE PORT EVERGREEN SKY CATERINGPOUCHES TO AID NATIONALLY FOR AWARD ACCORDED TO (TAIPEI) AWARDED GOLD MEDALDISASTER RELIEF ENERGY SAVING MARINA BAY CRUISE AT THAI AIRWAYS INFLIGHTOPERATIONS IN LAOS INITIATIVES CENTRE SINGAPORE CATERING CONFERENCESee Page 8 See Page 11 See Page 12 See Page 14

COVER STORYCaterer ofthe Year’SATS CATERING IS ONCE AGAIN FOR 2018! Following the ‘Caterer of the Year - Asia’ award at the PAX International Readership Awards in April 2018 in Hamburg, Germany, SATS Catering (SATS) has once again been recognised. This time, International Flight Services Association (IFSA) awarded SATS the 'Caterer of the Year' award at their Compass Awards ceremony on 24 September 2018 in Boston, United States. IFSA is a global professional association created to serve the needs and interests of those responsible for providing onboard passenger services. This is the second consecutive year that SATS has won the award. The IFSA Compass Awards celebrates the best of our industry and recognises the creativity, excellence and innovation in onboard services. In particular, the ‘Caterer of the Year’ award recognises those whose contributions to the onboard experience exceeded all others in terms of innovation and excellence in service. SATS is honoured to be awarded the accolade. SATS constantly strives to redefine the in-flight dining experience and has established ourselves as an industry leader in this aspect through the continuous pursuit of innovative means. To complement its team of acclaimed international chefs from over 20 countries, SATS assembles our own panel of SATS Culinary Consultants (SCCs), the first in-flight caterer in the world to do so. In addition to the five International Celebrity Chefs from China, Indonesia, New Zealand, Singapore and South Korea, SATS also collaborated with the Singapore National Culinary Team this year to develop a special menu of over 70 new delicious, authentic Singaporean dialect dishes, curated to further enhance the passenger onboard experience and to bring a taste of Singapore to them. SATS has also sought to improve its meal quality and consistency through the deployment of automation and robotics at its Inflight Catering Centres. SATS would like to thank our customers, partners and all staff. Without their support, this award would not have been possible.2

SATS CARGO’S INITIATIVES TO RAISE PARAMOUNTAWARENESS ON DANGEROUS GOODS INITIATIVESHANDLING SINGAPORESATS handles almost 80% of the Declarations (DGD) being rejected.airfreight cargo volume that comes The top five DG rejection reasons their outsourced agencies contractedthrough Singapore. To manage were: insufficient or incorrect marking to perform DG checks on the agents'such colossal volume, SATS Cargo and labelling for Pending Shipping behalf. Also, only registered personnelemployees are well-trained, efficient Notice (PSN) and applicable technical are allowed to tender DG shipmentsand meticulous. As a ground-handling names and net quantity or gross that are covered by DGD. IATA/Airline’sagency, we have the responsibility to weight; incorrect or missing Shipper’s DG checklist, signed by a registeredensure that shipments are packed right Declaration for DG; packaging failure; personnel, is to be attached uponto prevent any unfortunate events. Our state and operator’s variations; and lodge-in of DG shipments.main objectives of this campaign are to incorrect or missing quantity and unit ofensure SAFETY when Dangerous Goods measurement. The inauguration of the Some activities carried out during the(DG) are being transported by air and DG campaign is to minimise rejection campaign include two focus groupto work towards ZERO rejection with cases To aid the campaign’s success, discussions that took place on 10 and 20regards to acceptance of DG. changes are inevitable. September 2018. The group discussions received many positive feedbacks fromFrom January to June this year, there The changes are that agents are now the stakeholders. The soft launch of thewere an astounding 862 cases of DG required to register details of: Direct new DG acceptance process would takerejections. That is 5% of the total DG employees who are tasked to perform place on 1 November 2018. Togethershipments with Dangerous Goods DG checks or appointed personnel of with the relevant stakeholders, we work towards zero rejections.SATS COMPLETED THEINAUGURAL ISAGOAND SFOC JOINT AUDITPROOF OF CONCEPTSATS in Singapore was the first Ground Facility’s existing content touch-points with the ISAGO CGMHandler in the world to participate in the discipline, and therefore, allowing cargo terminal operators toinaugural “IATA Safety Audit for Ground receive a more efficient audit when seeking both ISAGO andOperations (ISAGO) and Smart Facility Smart Facility accreditations.Operational Capacity (SFOC) Joint Audit”proof of concept (PoC). The accreditations reflect SATS’ commitment towards high standards of safety and transparency in cargo handlingThe SFOC PoC was conducted in services—an assurance and value to our airline customers.conjunction with SATS’ ISAGO RefresherAudit from 3 to 7 September 2018. In thisPoC, auditors from the ISAGO Charter of Professional Auditors(CoPA) assessed SATS’ entire facility handling operationscapacities and the ISAGO Cargo and Mail Handling (CGM)discipline’s safety aspects. The staff of Singapore Airlines alsoparticipated as observers in the SFOC PoC.The PoC demonstrated that the SFOC audit could beconducted together with the ISAGO audit, leveraging Smart 3

PARAMOUNT OVERSEASINITIATIVESJAS AIRPORT SERVICES OPERATES FIVE APRON LOWER-DECK BUSES ATSOEKARNO–HATTA INTERNATIONAL AIRPORT (JAKARTA) JAS Airport Services seeks to continuously improve its service quality, and one of its latest initiatives is bringing in and operating five lower-deck buses at the Soekarno– Hatta International Airport (SHIA). Operating such apron buses with low frame chassis is a first in Indonesia's biggest airport, SHIA. “The addition of the lower-deck apron bus is our effort to fix the Ground Support Equipment fleet,” said Mr. Adji Gunawan, JAS President Director, during the inauguration of the buses at the Terminal 3 Apron of SHIA on 9 August 2018. He also added that operating the five lower- deck buses was part of JAS's compliance towards KP Director’s Regulation no. 635 / 2015 regarding the standard of ground aircraft support equipment (GSE) and operational vehicles operating on the air side. This eight-door apron bus with a 105-people capacity has a sophisticated CCTV and air suspension that tilts to a certain angle to make it easier for people with disabilities to freely ride up and down the bus. SATS COMMUNITY RECOGNISING SATS GIFTING OF $230,000 TO THE COMMUNITY SATS received the Charity Gold Award by Community Chest at the Istana on 9 October 2018 for donating $230,000 in FY2017/2018. The Charity Awards is presented to organisations and individuals who have made significant donations to Community Chest, which may include outright donations, funds raised from events and contributions through SHARE, Community Chest’s monthly giving programme. SATS has been a fervent supporter of Community Chest since 2016, with our employees actively participating in Community Chest’s annual signature events, notably Fu Dai, Sharity Day and Heartstrings Walk. Through this partnership, SATS has empowered close to 300,000 beneficiaries in FY2017/18.4

SATS COMMUNITY Happy DIWALI TO ALL! Singapore is a country made up of diverse ethnic groups and colourful cultures. We celebrate Deepavali (also known as “Diwali” or the “Festival of Lights”) in Singapore, a festival which marks the triumph of good over evil. It’s when thousands of Hindu families in the city—and across the world— transform their homes into beacons of light, exchange gifts, share feasts and perform pooja (prayers) to deities such as Lakshmi, the goddess of fertility and prosperity. To share the festive good wishes, SATS management conducted a walkabout to various operational units to meet frontline staff, dressed in traditional Indian costume for the walk on 6 November 2018. Popcorn were given out to staff as a token of appreciation for their hard work on this festive holiday. In addition, we also collaborated with British Airways (BA) to spread festival joy to the passengers who were in Singapore on 6 November 2018. The check-in team were dressed in Diwali splendour. One could not help but dance to the infectious Indian music played at the counters. Also, in conjunction of this festive season, BA also organised their “Flying Start” programme to help improve children’s lives through their Flying Start Charity programme in partnership with Comic Relief. SATS wishes all a Happy Diwali and may this Diwali brings lots of good luck and prosperity to you!SATS management walkabout British Airways local team with SATS 5

EXPANDING EXPANDING BOUNDARIES IN BOUNDARIES OUR BUSINESS NETWORKForging New Partnerships Across SATS’ Network Renewal Partnerships Across SATS’ NetworkSATS welcomes the following new customers SATS would like to thank the following airlinesinto our network! for their continued support!AIRLINE JV, STATION AIRLINE JV, STATION EVA Air JAS Airport Services, CGK / DPSIndiGo Airlines Asia Airfreight Terminal, HKG British Airways Beijing Aviation Ground Services, PEK Ethiopian Airlines Brahim’s SATS Food Services, KULAigle Azur Beijing Aviation Ground Services, PEK Singapore Airlines JAS Airport Services, CGK / DPS / SUB Singapore Airlines Cargo JAS Airport Services, CGK / DPS / SUBChina Eastern Airlines Beijing Airport Inflight Kitchen, PEK British Airways Maldives Inflight Catering, MLE(Jiang Su Branch) AirBridgeCargo Airlines SATS (Freighter Handling), SIN AirBridgeCargo Airlines SATS (Catering), SINIndiGo Airlines Brahim’s SATS Food Services, KUL Chinese Eastern Airlines SATS (Ground Handling), SIN Turkish Airlines SATS (Traffic), SINIndiGo Airlines Ground Team Red, KUL Xiamen Airlines SATS (Ground Handling), SIN Qatar Airways Tan Son Nhat Cargo Services, SGNCathay Dragon JAS Airport Services, KNOTurkish Airlines Taj SATS Air Catering, BOM / DELIndiGo Airlines SATS Hong Kong, HKGUnited Airlines SATS Hong Kong, HKGSATS recognises staff who haveperformed well and awards them fortheir hard work and effort. We are proudto share with you our Employees of theMonth for August 2018. AUGUST 2018 From top left: Abagat Kevin Jay Maramba, Lai Kok Liang, Kesavan Pillay A/L J A Komaran, Razak Bin Kamsan, Mohamad Faizal Bin Zanil, Abdul Razak B Abdul Jabbar, Ali Amran bin Mohamed Sharif, Phyo Wai Aung, Samon Soride, Mohammed Nasir Bin Mohd Sata, Ahmad Kamal Bin Hashim, Herwan Bin Jaffar, Filzah Bte Mohammad Yussof, Bibi Kaur, Muhammad Airwan bin Md Azman, Tamil Selvi d/o Thangaraju, Joy Wang Jing, Lin I-Chen, Shamala Nanthini A/P Dharmalingam, Thajudeen Bin Mohamed Famee, Montes Gabrielle Magsombol, Ramos Randy Palao and Chang Thiam Hua6

KS_P60 Insert_REV_23082018_FA.pdf 8/24/18 11:43:42 AM CREATING MILESTONES SINGAPORE LAUNCH OF '60-MINUTE' ADVANCE PRE-ORDER FOR KRISSHOP MERCHANDISE ON BOARD SATS is proud to be working with Singapore Airlines in providing the last-mile delivery for Singapore Airlines’ flagship online retail store, KrisShop to achieve '60-Minute' Advance Pre-Order for Duty-Free Merchandise delivery on board. Since 5 September 2018, KrisShop has allowed their customers travelling on selected flights to pre-order duty-free merchandise up to 60 minutes prior to their flight departure out of Singapore. Currently, Singapore Airlines’ customers departing Singapore on selected SilkAir flights on weekdays between 1000hrs and 1600hrs will be the first to enjoy such an offering. KrisShop currently provides pre-ordering services of up to 24 hours and 48 hours for Singapore Airlines and SilkAir flights departing Singapore respectively. With this new initiative, customers who have already checked in and wish to make a last-minute order will still be able to purchase the duty-free merchandise before their flight departs. Customers can then collect their purchased items on board their flight. More details can be found at www.krisshopair.com/preorder60info. SATS will continue to work closely with KrisShop to progressively extend this initiative to other SilkAir and Singapore Airlines flights in support of Singapore Airline’s ongoing approach to provide a better travel experience to their customers using e-commerce platforms.SATS CATERING BRINGS A 7TASTE OF SINGAPORE TO OMANThe Singapore Food Festival was launched in Muscat, Omanon 6 September 2018. Jointly-organised by the Consulate-General of Singapore and Sheraton Oman Hotel, close to200 invited guests consisting of government officials andhotel guests were taken on a culinary journey throughSingapore’s food culture.SATS Catering had the honour of participating in the week-long celebration. Our very own Executive Sous Chef (ESC)Azzard introduced some of our local favourites through aninteractive experiential manner. Besides serving piping hotbowls of Laksa at a live station, ESC Azzard also conducteda cooking crash course on Hainanese Chicken Rice for thewives of Singaporeans based in Oman, as well as a cookingdemonstration on the techniques to prepare a fuss-freeand healthy salad dish.“SATS Catering is proud to be selected to representSingapore at this event. It was a great opportunity tocreate greater awareness for Singaporean cuisine in themiddle eastern region!” says ESC Azzard. ESC Azzard conducting the cooking crash course and demonstration

CREATINGMILESTONESSATS DONATES RETORT A ceremony was held at the SFS to officiate thePOUCHES TO AID DISASTER handover of the retort pouches to The Salvation Army.RELIEF OPERATIONS IN LAOS Mr. Tan Chuan Lye, These retort pouchesSATS Food Services (SFS) has donated 24,000 retort Chairman of SATS Food would be air flown to Laospouches, valued at $43,644, to support the disaster Solutions handing over arelief operations in Laos via The Salvation Army (TSA) of box of retort pouches to to provide food to theSingapore. To mark this meaningful initiative, a ceremony Lieutenant Colonel Edward displaced victims of thewas held on 11 September 2018 to officiate the handover Hill from The Salvation Army Southern Laos dam collapse.of the retort pouches to TSA at SFS.These retort pouches will provide essential food suppliesto the displaced victims of the recent Southern Laos damcollapse in July 2018, of which TSA had requested foremergency food support.The fatal collapse ofthe Xe-Pian Xe-Namnoyhydroelectricdam has flooded the Attapeu region, washing away entirevillages, displacing more than 6,000 people and killing atleast 35 people. Hundreds are still missing.The retort meals that SATS has donated are especiallysuited for relief efforts as they come ready-to-eat withno need for cooking or heating. In addition, they aredesigned to provide complete nutritional requirements inone self-contained pack and have a shelf-life of one year. POWER UP FOR “MAKE SOMEONE’S DAY” We are no stranger to conducting “Make Someone’s Day” campaign with Singapore Airlines (SQ). The campaign is known for its signature vibrant-coloured spinning wheel to engage SQ's passengers at both check-in counters and departure gates previously. On 31 August 2018, this campaign was refreshed with a bingo cage to draw the attention of SQ passengers. Our booth was set up at the check-in counters in Terminal 3 to engage passengers and obtain their feedbacks on our staff’s customer service. Survey questionnaires were given to passengers to rate the service they received at check-in. A token of appreciation was given to them thereafter, of which the type was determined by rolling the bingo cage. The staff who get the highest number of “Very Good” ratings for service and efficiency will be awarded vouchers. This motivates staff to continue their passion to delight every passenger they serve. STAR ALLIANCE SAFETY CAMPAIGN AT PASSENGER SERVICES The Star Alliance Airport Team visited Passenger Services on 19 September 2018, delivering safety messages through fun- filled Q&A activities. Staff enjoyed the entertaining afternoon winning attractive Airline-sponsored give-aways while taking home valuable reminders on safety. Safety is indeed a STAR priority!8

Group photo of Aigle Azur technical and cabin crew CREATING with representatives from BGS MILESTONES OVERSEAS AIGLE AZUR INAUGURAL FLIGHT TO BEIJING CAPITAL INTERNATIONAL AIRPORT Aigle Azur (ZI) became the newest international airline (and the first in 2018) to commence flights to Beijing, operating three weekly non-stop flights between Paris Orly Airport (ORY) and Beijing Capital International Airport (PEK). The inaugural flight arrived in Beijing on 6 September 2018, and was warmly received and handled by Beijing Aviation Ground Services Co. Ltd. (BGS). Although the maiden flight coincided with another major event held in Beijing at the time (the Forum on China–Africa Cooperation meetings), BGS turned the aircraft around without any major issues, garnering praise and delight from the airline’s Headquarters and Local Station Manager. BGS is honoured to be the preferred ground- handling partner for ZI in PEK. BGS Ramp Lineup to greet Aigle Azur aircraft on arrivalJAS AIRPORT SERVICES COMMITS TO FULLY SUPPORTING 2018 ASIANPARA GAMESJAS Airport Services is committed to supporting 2018Asian Para Games. JAS was one of the official partnersof the Games in Jakarta from 6 to 13 October 2018.“We are proud to assist the Indonesian people tohold the third Asian Para Games. Hopefully, Indonesiawill successfully organise the Games by providing thebest service to all guests,” said Mr. Adji Gunawan, JASPresident Director.To celebrate this unique event, JAS branded its low deckapron buses, invalid passenger lift (IPL) and lounge withthe logo of the 2018 Asian Para Games. 9

CREATING MILESTONESBEIJING AIRPORT INFLIGHT KITCHEN CATERED VVIP FLIGHTS DURINGTHE CHINA-AFRICAN COOPERATION SUMMITFrom 3 to 4 September 2018, the Forum on China-African Cooperation was held in Beijing, China, with many African countriesattending the event. During the period, Beijing Airport Inflight Kitchen Ltd. (BAIK) provided catering services for ZimbabweVVIP flight, Algeria VVIP flight, Togo VVIP flight and Zambia VVIP flight. All relevant departments of BAIK worked closely onfood preparation and dispatch. Compliments were received from the clients.Dispatching food to VVIP flight Food preparation and check on VVIP flightTFK PROVIDES NADESHIKO SPECIAL MENUS TO SINGAPORE AIRLINES TFK provides the Nadeshiko Special Nadeshiko Special Menus (lunch, dinner and breakfast Lunch/Dinner options) from the Haneda International Airport as part of the Singapore Nadeshiko Airlines 50th anniversary celebration Special Breakfast of flights to Japan. These new menus are part of a new concept of travel experience designed for ladies and their companions in Premium Economy Class starting 1 October 2018. Nadeshiko Special Lunch/Dinner Sautéed loin tender beef seasoned in red wine sauce The lunch/dinner menu offers a low- carbohydrate, collagen-rich and delicious meal under 600 kcals, perfect for modern travellers who prefer a lighter and healthier meal choice. Nadeshiko Special Breakfast Acai Bowl The breakfast menu offers an antioxidant-rich Acai Bowl of only 400kcal, a delicious, healthy way to start the day. It is packed with tasty, colourful fresh fruits topped with nutritious granola.10

SINGAPORE UNLOCKING ACHIEVEMENTSSATS RECOGNISED NATIONALLY FOR ENERGY-SAVING INITIATIVESMr. Chen Jiayi (Energy Manager) is one of the two winners plant for Airfreight Terminals 2, 3, 5 and 6; modernisation ofof the Outstanding Energy Manager of the Year national chiller plant for Catering Centre 1; modernisation of chilleraward. This award category recognises outstanding energy plant for Catering Centre 2; and upgrading of boilers formanagers who have demonstrated leadership in driving Catering Centre 2.energy efficiency improvement across the organisation andplayed an instrumental role in promoting energy efficiency Jiayi said that SATS embarked on a chiller modernisationinitiatives within the organisation. programme in 2014 under which it harnessed technology and retrofitted the entire chiller system. The programmeJiayi convinced the senior management to embark on a helped to save about 3.9 GWh per year: enough energyseries of energy efficiency (EE) projects like retrofitting to power some 7,800 refrigerators for a year. This enabledhigh bay lamps and chilled water systems and optimisation SATS to reduce its electricity demand by about 10 per cent.of boilers. He helped the company management to It has also installed a 3.6 megawatt-peak solar array, oneunderstand the financial benefits of implementing such of the largest solar arrays in Singapore, at Changi Airfreightprojects through life-cycle cost analyses, and tapped Terminals 5 and 6 and the system is expected to generatevarious government incentive schemes to improve the 4.5 GWh per year of electricity.economic feasibility of the projects. Jiayi also made aneffort to educate and convince the different business units On the company's plans for promoting energy efficiency,of the benefits of energy efficiency. Jiayi shared that SATS has established its 2030 goals to reduce emissions with the adoption of renewable energy.Through close collaboration with them, he successfully SATS is also exploring ways to convert waste to energy suchimplemented the following projects, which reduced SATS' as electricity and hot utility and working with technologyoverall electricity consumption by more than 10 per cent solution partners to implement co/tri-generation systemsfrom 2014's consumption level: modernisation of chiller in our future facilities. 11

UNLOCKING ACHIEVEMENTS BEST CRUISE PORT AWARD ACCORDED TO MARINA BAY CRUISE CENTRE SINGAPORE Marina Bay Cruise Centre Singapore (MBCCS) was \"We are always improving our service standards by awarded the Best Cruise Port Award by the Travel continuously providing training programmes to our Weekly Asia 2018 Readers’ Choice Awards on 15 employees at MBCCS. For example, all our duty managers October 2018 at Mandarin Orchard Singapore. The obtained several Workforce Skills Qualifications (WSQ) award aims to look out for organisations that have in service quality as well as emergency responsiveness,\" consistently offered top-notch products as well as shared Lionel Wong, Vice President of SATS Creuers. excellent and consistent service with high industry credibility and visibility, and showcased outstanding In 2015 and 2016, MBCCS was also awarded the Best marketing efforts to better their businesses. The event saw Turnaround Port by Cruise Insight and the Best Cruise more than 100 hospitality leaders across Asia Pacific in Port Award in 2017 by Cruise Passenger, an Australian attendance. publication. Well done, MBCCS team! The fourth edition of the annual awards, as well as the largest edition with 56 travel organisations awarded to date, recognised travel organisations in 10 categories, with categories ranging from Airline, Cruise, Car Rental, Destination, Hotel, Resort, Serviced Residence, Travel Agent, Travel Technology and Tourism Experience. SATS CATERING BAGS SILVER AWARD FOR TOP PERFORMANCE IN HANDLING FROM THAI AIRWAYS In appreciation for our unwavering support and collaboration in the past work year, Thai Airways (TG) recently presented the Silver Award for Top Performance in Handling to SATS. Presented by Mr. Chalermpon Kaewchinporn, Vice President, In- flight Services Department, during the bi-annual TG Inflight Catering Conference 2018 in Bangkok, the award is a testament to the strong working relationship and communication between SATS and the TG local team, aircraft representatives and TG HQ personnel. From second on the left: Mr. Chaiyaphol Thongsushot (Deputy Director, Inflight The award also recognises the Catering Planning and Control Department), Mr. Chalermpon Kaewchinporn (Vice hard work of SATS’ Catering President, Inflight Services), Ms. Marlia Mohamed Isnin (Marketing Manager, SATS), Operations team, especially in the Mr. Zulfadhli Saad (Stores Executive, SATS), Mr. Ng Yu Hui (Airline Relations Manager, areas of ensuring meal quality, SATS) and Ms. Kobporn Rittirod (Chief, Menu Planning & Control Department) handling additional meals, delivery and handover of top-up meals and being in close communication with the TG. The encouragement from TG will continue to spur us on to further strengthen relations and deliver service excellence.12

SIA – SATS CEO AWARDS POST- UNLOCKING ACHIEVEMENTSEVENT APPRECIATION TO SATSSingapore Airlines (SIA) held an appreciationlunch on 14 August 2018, following therecent SIA CEO Service Excellence Awards2018, to thank the remaining unsung heroeswho were not present at the gala dinner. Earlier this year at the SIA CEO Awards, ourStation Singapore Flight Delay Handling Teamwas awarded the Fusion awards. Winnersof this award have shown their belief in thestrength of coming together as one. Whetheron the ground or in the air, whether they beSIA staff or service partners, the collectiveefforts of these different teams have shownwhat it means to work across boundariesand be a world-class service team.SATS Passenger Services also received theOutstanding Partner award that recognisesthe critical support provided by servicepartners who see themselves as part of theextended SIA family, and deliver service thatconsistently does the family proud!Customer Services Officer Ms. RitaAdsanawereceived the Service Partner Staff award.Dedicated to providing Soaring service toboth internal and external customers, sheis indeed an outstanding partner at StationSingapore! SIA-SATS COMMENDATION CEREMONY 15 AUGUST 2018 The SIA-SATS Commendation Ceremony (Passenger Services and Apron Services) serves to recognise SATS staff who went the extra mile in meeting and/or exceeding the needs of SIA customers. The event was held at Terminal 3 Crowne Plaza Changi, Chengal Ballroom on 15 August 2018. A total of 68 staff from Passenger Services and Apron Services were recognised and awarded for the first and second quarter of 2018. The awards included:  Outstanding Individual award  Outstanding Team award  Most Saved Bags Individual award  Honest Ambassador award 13

UNLOCKING ACHIEVEMENTSSATS CATERING RECOGNISED BY AIR FRANCE-KLM FOR DELIVERINGCONTINUOUS SERVICE EXCELLENCE Air France-KLM has always taken the OVERSEAS time and effort to recognise its service partners for outstanding service EVERGREEN performance displayed by dedicated SKY CATERING staff who play a vital role in serving Air (TAIPEI) AWARDED France and KLM flights. GOLD MEDAL AT This year, letters of commendation were THAI AIRWAYS presented to Mr. Sng Jin Heng, more INFLIGHT CATERING familiarly known as “Uncle Sng”, and CONFERENCE Ms. Tan Lai Har for their professionalism in catering handling operations for the Evergreen Sky Catering (Taipei) was daily Air France and KLM flights. Over awarded the gold medal for Top the years, both officers have built a Quality Products and Services among strong rapport and established trusting 11 stations in the Asia Pacific/Far East relationships with the local team and group. Our Executive Vice President Mr. crew. Their efforts in prompt handling Robert Yang represented Evergreen Sky of additional meal requests and efficient Catering at the event on 17 August 2018 loading of meal carts onboard to help to receive the award from Mrs. Usanee minimise workload on the crew were Sangsingkeo, President of Thai Airways. most appreciated. This yearly recognition serves as an encouragement for budding Catering staff to take on new challenges, and to continue to excel in what they do.14

BUILDING BONDSSATS 35TH BI-ANNUAL SURVEYRESULTS PRESENTATION ANDOKTOBERFEST 2018As we embrace innovations for the future, with the sharing of our new initiatives forlistening to our airline customers' feedbacks Gateway and Catering services, followed byregularly is equally important to ensure that “Oktoberfest” themed dinner, games, drinkswe uphold our service standards. and networking activities.On 13 September 2018, SATS held its 35th Our heartfelt appreciation to all airlines forBi-Annual Survey Results Presentation at the your support!Wheeler’s Estate. The programme started 15

COMPLIMENTSI was one of the many passengers affected when Lounge Duty Manager Neneng Fatimah received On behalf of my team, I wouldthe Ninoy Aquino International Airport (NAIA) main her second golden ticket for this year from British like to recognise our exclusiverunway closed last weekend. It was my first time Airways Gold Passenger Dr. Piers Clark. United Airlines (UA) team (SATS)to encounter an unfortunate situation like this, and for their effort in ensuring that allI was travelling alone. However, I wasn't scared Lounge Duty Manager Neneng observed that space on board were fully utilised,or worried because I knew that Singapore Airlines Dr. Piers Clark was looking concerned while particularly the last two monthswould take care of its passengers. talking on the phone and approached Dr. Clark where we were challenged with and asked if she could be of help. Immediately massive weight restriction on bothWithin one hour of the flight cancellation, your Dr. Clark mentioned that his battery on his our USA flights. We appreciate yourground staff was kind enough to provide us with mobile was low and that he needed to purchase effort in ensuring all instructionsfood and drinks, and after another hour, we a charger before his flight boarded, but was were followed through with properreceived information that non-local passengers will currently on an important conference call and follow-up on offloaded shipments.be provided accommodation. This was a pleasant not able to buy the charger.surprise for me as I was prepared to sleep in the Thank you for your cooperation andairport. The transportation from the airport to hotel Duty Manager Neneng assured Dr. Clark not to support…as always!!was also taken care of. When I arrived at the hotel, worry and used her own personal mobile phoneI was again surprised to hear that we were also charger to charge his phone so that the call was Ms. Lynda Limentitled to a buffet dinner (this was on top of the not disconnected and offered to go and purchase Manager (Cargo Sales, Singapore)food and drinks we received at the airport). The one for him while he continued with his call. United Airlinesroom accommodation was so nice, better thanthe accommodation I had for my business trip in Neneng was responsive to Dr. Clark’s needs, I would like to compliment one ofSingapore for that week. Your crisis management bringing the Service Hallmark to life by listening your ground staff team memberswas excellent! and making things better. Ms. Momo Cai for her extraordinary service. We had several handoversMrs. Pua Lou Rose Elaine Dr. Piers Clark from the arrival crew and seatingPassenger Gold Passenger issues, including unserviceable seatsSingapore Airlines British Airways in Business Class.I would like to drop a quick note about the great job by Neeki in assisting the disrupted passengers on Momo responded withflight SQ317/30JUN who misconnected from flight NZ281/01JUN and subsequently accommodated onNZ281/02JUN. professionalism and care byUpon receiving the information that we were not waiting for the 45 late inbound passengers on flight immediately following up withSQ317/30JUN, Neeki immediately prepared the passenger name list and marked out the ElectronicMiscellaneous Document (EMD) (purchased seat products) along with the passengers associated baggage phone calls while I was with her,tags as I had also informed her that they would most likely be accommodated on flight NZ281 due lack ofavailable seats on flight SQ285. made all necessary changes and remained calm and approachable. She is a great asset to our team in Singapore. Please recognise herThis allowed us to implement service recovery for the passengers the next day as well as ensuring that outstanding hard work and thank herpassengers who did not retrieve their bags for the overnight stay would have their baggage uplifted due to again on my team and my behalf.the disruption. Mr. Ingmar Bulk Customer Service ManagerGreat job! Mr. Benson Chua Qantas Airways Airport Operations Manager Air New ZealandI would like to extend my heartiest compliments to Customer Service removed from the system, and despite many attempts to associate theirOfficer (CSO) Gurdeep Kaur and Customer Service Agent (CSA) Nessy tickets, we were unable to do so. CSO Gurdeep took instructions from meJoana Ann Lin for the effort put in for flight VN654 today. to input all 25 passengers as \"go show\" in the system. CSA Nessy then took time to explain to the tour leader about the configuration change andJust before the counter opened, I received an advice stating that flight that work was being done to accommodate them on another flight whileVN655 was put on the Aircraft on Ground (AOG) status in Singapore, keeping them calm. CSA Nessy and CSA Ann Lin proceeded to issue dinnerresulting in a configuration change for flight VN655/VN654. This change vouchers for the 25 passengers. CSA Nessy then accepted the passengerscaused flight VN654 to be overbooked by 19 passengers. As per advice one at a time in the system while CSO Gurdeep inputted their tickets asfrom Vietnam Airlines (VN) headquarters, we had to transfer some \"go show\".passengers to flight VN658 and to serve the transferred passengers dinner. Kudos to these three staff for assisting me to ensure that everything wasAs tour group travellers were the easiest to transfer, CSO Gurdeep did atransfer of a group of 25 passengers in the computer system. Unfortunately, in order. Looking forward to their and your Mr. Amir Khan Hamiddue to a system error, all e-tickets for the group were automatically continued support as always! Duty Manager Vietnam AirlinesFor any feedback or enquiries, please contactMs. 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 norepresentation or warranty as to the accuracy, adequacy, completeness or reliability of the contents. SATS expressly disclaims any liability whatsoeverfor 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 formwhatsoever.SATS Ltd. 20 Airport Boulevard, SATS Inflight Catering Centre 1, Singapore 819659 • www.sats.com