AISATS Recap (July 2021)

A I S AT SRecap A Salute to our Heroes! The AISATS Recap covers all the achievements and efforts On behalf of everyone at Air India SATS Airport Services Pvt. undertaken by our value Ltd. (AISATS), I want to thank our brave frontline workers for creators from April 2019 to their dedication and hard work in these uncertain times. From March 2021. handling the Vande Bharat and Lifeline Udaan flights to offloading life-saving medical equipment and vaccines, our The Recap aims to give you a ground staff have shown remarkable fortitude in putting the quick overview of AISATS’ needs of others before themselves. I couldn't be more proud of successes in redefining you! The achievements mentioned in this AISATS Recap (winning Best Ground Handler airport experiences across its at Wings India 2020, handling Aero India 2021, launching UVC Disinfection Services five stations in the years 2021, etc.) are good indicators of how hard the people behind the scenes have also been 2020 and 2019. working to ensure we reach greater heights even during the pandemic. Glimpse inside to learn more Yes, we are facing unprecedented times. The COVID-19 pandemic continues to about our achievements such exacerbate hardships and create stress and trauma across India and the world. All our as the Wings India 2020 award lives have been impacted by this virus and it has been devastating to many. However, I for Best Ground Handler am confident AISATS will emerge stronger and more resilient in the post-COVID future. (pictured below). We will get through this pandemic together as long as we have the conviction to do so! Meanwhile, look after yourselves, your loved ones and stay united. Stay Safe. Stay Heathy. Ramana R CEO, AISATS July 2021 The AISATS Recap is a standalone issue

2021 AISATS launches India’s first UV-C disinfection services In January 2021, AISATS DEL launched UV-C (Ultraviolet C band) disinfection services for aircraft interior cleaning at its location. The service was initially provided for Air India Express (IX) flights and has since been extended to Vistara (UK). This makes AISATS the first ground handler in India to provide such services to its customer airlines. The UV-VECTOR Air, a robotic device with collapsible arms, is able to eliminate up to 99.99% of all germs, bacteria and viruses found in the air and on all in-cabin surfaces, including those that are difficult to reach through manual disinfection efforts such as the under-seat areas, the inside of overhead baggage compartments, aisle ceiling etc. This environmentally-friendly and chemical-free technology further enhances AISATS’ unparalleled efforts to provide the most hygienic measures for its customers while redefining their ground handling experiences. AISATS handles AERO India 2021 AISATS BLR was appointed as the official ground handling partner at Aero India, 2021, an Aerospace, Defence and Civil Aviation Exhibition held by the Govt. of India from February 3 -5, 2021. AISATS BLR successfully handled all flights that participated in the air display and the static demo, including a B-1B Lancer Bomber of the United States Air Force. Aero India, 2021 was the 13th edition of Aero India - an event organized by the Indian govt. every alternate year. AISATS BLR’s successful handling of the event shows its ability to go the extra mile and embody a spirit of service excellence. 2

2021 Certification of appreciation - Emirates SkyCargo Emirates (EK) Cargo Manager for Telangana and Andhra Pradesh presented AISATS HYD with a certification of appreciation in recognition of the station’s efforts and teamwork. The airline recognized AISATS HYD’s hard work in ensuring early departures for the airline during the year 2020 -21. Emirates presented the memento to Mr. Rajeshwar N, AISATS HYD BU Head at a ceremony on March 31, 2021. AISATS HYD is the first and only station (to date) to receive such a recognition from the airline. This commendation highlights HYD station’s workmanship and commitment in providing extraordinary customer service to its client airlines. Handling an atypical oversized heavy cargo imported by NTRO On February 7, 2021, the AISATS BLR team deftly handled oversized heavy cargo imported by the National Technical Research Organization (NTRO), Govt. of India. The two pieces of atypical cargo were offloaded from a Boeing 747 freighter aircraft using cranes; the total weight of the cargo handled weighed in at 6,500 kg. 3

2021 Uplift record for Emirates SkyCargo Passenger Freighter Flight AISATS BLR set an uplift record for a passenger freighter flight on March 2, 2021, when it uplifted the highest chargeable weight (74,937 kg) for an Emirates (EK) SkyCargo flight. The previous record set by AISATS BLR (also for an EK flight) was 70,875 kg in June 2020. Despite the heavy load handled on March 2, the BLR team had the aircraft ready for departure 19 minutes ahead of schedule. Handling world’s second largest aircraft carrying WLR to Armenia The AISATS team at BLR handled an AN-124 Ruslan, the world’s second largest aircraft, at Kempegowda International Airport (KIA) in January 2021. The aircraft was carrying “Swathi”, a Weapon Locating Radar (WLR) to Armenia. 4

Going the Extra-Mile 2021 Kudos from flydubai Welcoming Oman Air In an email dated March 31, 2021, flydubai’s Airport AISATS TRV welcomed Oman Air (WY) into its family of Manager praised AISATS HYD’s commitment while handling client airlines by handling its inaugural flight on February 4, dangerous goods (DG) shipments during the month of 2021. AISATS TRV and Oman Air marked this occasion with a March 2021. cake cutting ceremony before the inaugural flight. flydubai thanked Ramp Supervisors, Turnaround Coordinators, Ramp Assistants, Ramp Duty Managers and the Centralized Load Control team for going the extra mile and ensuring a seamless turnaround for all flights. The kudos earned from flydubai underscores AISATS HYD’s ability to go above and beyond customer expectations and provide an outstanding customer service experience. Recognition from Etihad Airways Etihad Airways (EY) highlighted the efforts of the AISATS HYD staff at its appreciation forum held on March 26, 2021. The airline congratulated AISATS HYD for a job well done on various parameters, including customer service, airline relationship management and turnaround coordination. 5

2020 Best Ground Handler Award at Wings India 2020! AISATS was recognized as the Best Ground Handler at Wings India 2020. The event was held in Hyderabad in March 2020, and was organized by the Ministry of Civil Aviation along with the Airports Authority of India (AAI) and Federation of Indian Chambers of Industry and Commerce (FICCI). Mr. Ramana R, CEO, AISATS accepted the award in the presence of Mr. Yoga Narasimhan, COO, AISATS, Mr. Raj Andrade, CCO, AISATS and other senior officials from the Ministry of Civil Aviation, AAI and FICCI. The Best Ground Handler award was conferred upon AISATS for its service excellence at its five stations — Bengaluru, Delhi, Hyderabad, Trivandrum and Mangalore. Praise from Alliance Air for pitching in to help save lives Alliance Air (9I) commended AISATS DEL for aiding a team of doctors traveling aboard one of its flights on November 28, 2020. The medical team was carrying human organs required for transplant surgeries at Delhi hospitals. AISATS DEL went above and beyond its call of duty to ensure the medical team de- boarded the plane as quickly as possible and was able to reach its patients on time. In a letter dated December 2, 2020, Alliance Air praised AISATS DEL’s role in this life- saving endeavour, stating that the station’s efforts had helped save precious lives. 6

2020 Exemplifying the “Can-Do Attitude” with three consecutive wide body aircraft handlings and record cargo uplift AISATS HYD successfully undertook the handling of three consecutive Emirates (EK) SkyCargo wide body aircrafts on December 2, 2020 at Rajiv Gandhi International Airport (RGIA). The HYD team displayed great coordination to help the airline uplift a record 111 tons of cargo across all three flights. The usual cargo tonnage that AISATS HYD handles is approx. 25 tons per flight. This shows the extraordinary effort that the HYD team had to put in to carry out the three consecutive wide body handlings. To ensure seamless operations, the HYD loading staff and the aircraft cleaning crew worked closely to load the cargo onto the aircrafts as quickly as possible. Similarly, equipment operators and duty managers helped monitor the progress of the loading activities. As a result, all three flights were able to depart well before the scheduled ground time. Emirates called this an example of AISATS’ “can-do” attitude and said it was a “pleasure to watch in action”. Welcoming flydubai and Etihad Airways AISATS TRV welcomed flydubai (FZ) and Etihad Airways (EY) into its family of client airlines at Trivandrum. AISATS TRV commenced handling Etihad Airways flights from October 26, 2020 onwards and flydubai flights from October 19, 2020 onwards. Etihad Airways (pictured right) and flydubai (pictured below) were welcomed with cake cutting ceremonies held on days of their respective inaugural flights. 7

2020 Record cargo uplift for single flight despite strict lockdown conditions On August 26, 2020, AISATS TRV undertook a record cargo uplift of 66.1 tons for a single Emirates (EK) passenger converted freighter flight. This cargo uplift was close to the maximum payload limit of 73.9 tons. AISATS TRV ensured that all necessary manpower and equipment were allocated for this flight despite tight lockdown conditions. August 2020 was also a time of multiple cabin-loading cargo flights at Trivandrum due to the Onam festival season. Hence, allocating the available manpower to ensure seamless flight operations was an additional challenge. Passenger converted freighter flights were not a normal occurrence before COVID-19. Hence, AISATS TRV had to create specific Standard Operating Procedures (SOPs) for such flights. AISATS TRV showed great adaptability in handling such flights despite having a smaller workforce compared to some of AISATS’ bigger stations. AISATS TRV planned ahead of the arrival of the EK flight to position the necessary equipment in place and ensure that the necessary manpower was available to man every step of the cargo loading process. The station undertook meticulous planning and coordination between various departments/individuals (Turnaround Coordinator, Centralized Load Control, Aircraft Loading Supervisor etc.) to ensure that the cargo was loaded onto the plane (using the new SOPs) in the given time. Staff Engagement Events - AISATS DEL AISATS DEL held meaningful staff engagement activities in March 2020 as part of its workforce enrichment efforts. On March 5, it held a health check-up camp that not just covered basic health awareness but also held an awareness program on COVID-19. This event was organized in association with Employees’ State Insurance Corporation (ESIC). On March 8, the station recognized its women employees by celebrating International Women’s Day. The festivities included a lucky draw, high tea and a session on women’s health and beauty tips. All women participants received a gift hamper to mark the occasion. 8

Plaudits from Emirates SkyCargo 2020 and Vistara AISATS BLR Rated No 1 by Etihad Airways for 2020 Emirates (EK) SkyCargo praised AISATS HYD for service excellence through letters of appreciation sent in April 2020 Etihad Airways (EY) has and October 2020. The April letter thanked the station for rated AISATS BLR as its No handling a freighter flight without delay while the October 1 station in the airline’s letter appreciated AISATS HYD for its cabin loading efforts. network station performance league for the Vistara (UK) also commended AISATS HYD for its service year 2020. excellence. In an email dated October 7, 2020, the airline thanked the HYD team for its hard work and dedication in ensuring seamless flight operations at the station. AISATS BLR launches Aircraft Exterior Cleaning AISATS BLR launched its aircraft exterior cleaning service in December 2020, carrying out this service for Vistara (UK) and AirAsia (AK) flights at Kempegowda International Airport (KIA). For this, AISATS BLR has developed an in-house portable light setup and genset trolley using indigenously sourced materials. Emirates honours AISATS TRV with Najm Award The AISATS TRV ramp team was awarded the coveted Najm (meaning “star” in Arabic) Award from Emirates (EK) for handling its flight on January 8, 2020 without any delays despite extremely adverse weather conditions. AISATS TRV displayed extraordinary service excellence through teamwork and collaboration to ensure that the Emirates flight was handled seamlessly. AISATS IXE welcomes GoAir into its family of customer airlines AISATS IXE welcomed GoAir (now known as Go First) into its family of customer airlines at Mangalore International Airport from December 2020 onwards. IXE station is honoured to be the airline’s ground handler of choice and looks forward to a fruitful and rewarding partnership. 9

2019 Best Aircraft Turnaround Activity Award from DIAL AISATS DEL was awarded the “Best Aircraft Turnaround Activity” trophy and certificate during Delhi International Airport Limited’s (DIAL) airside safety campaign “Ramp ke Rakshak” held from December 16-20, 2019. The trophy and certificate were presented to AISATS by Mr. Douglas Webster, COO, DIAL in the presence of DIAL’s senior management, Directorate General of Civil Aviation (DGCA) deputy directors and representatives from other stakeholders present at Indira Gandhi International Airport (IGIA). AISATS DEL’s recognition as the best Ground Handling Agent (GHA) and Safety Partner is based on the overall assessment of its operations during the campaign period on safety performance and associated parameters. AISATS DEL welcomes LOT Polish Airlines AISATS DEL welcomed LOT Polish Airlines (LO) into AISATS’ family of client airlines by handling its inaugural flight on September 12, 2019. AISATS DEL and LOT Polish Airlines marked this occasion with a lamp lighting ceremony before the inaugural flight. AISATS BLR earns kudos from Malaysia AISATS BLR handles Airbus A220-300’s Airlines for 100% OTP for 2019 demo flight to India The AISATS BLR team handled the arrival of an Airbus A220- 300 at Kempegowda International Airport (KIA) on November 11, 2019 as part of Airbus’ demonstration tour of the Asia Pacific region. This media-covered event was attended by Directorate General of Civil Aviation (DGCA) officials, KIA executives, Airbus officials as well as executives from airlines and ground handlers present at Bangalore. 10

AISATS TRV welcomes Gulf Air, Vistara, 2019 Air Arabia and Scoot Tigerair AISATS DEL scores at GMR’s SKYLYMPICS Airport Run AISATS DEL’s Mr. Naseem Ahmed (Ramp Services) and Mr. Ashok (Baggage Services) scored high at GMR’s SKYLYPMICS AIRPORT RUN held on April 20, 2019. Mr. Ahmed came in sixth while Mr. Ashok landed the eight position in the 3.5 km run. They were among 30 other AISATS DEL employees who participated in the fun marathon. A total of 1,000 participants from various airlines, ground handlers and other stakeholders at Indira Gandhi International Airport (IGIA) were part of the event. The winners were awarded appreciation certificates and gift vouchers, and all participants received T-shirts for their spirited involvement in the event. AISATS TRV welcomed Gulf Air (GF), Vistara (UK), Air Arabia (G9) and Scoot Tigerair (TR) into its family of client airlines in 2019. AISATS TRV began handling Scoot Tigerair in May 2019, Air Arabia in October 2019 (cake cutting ceremony pictured on top) , Vistara in November 2019 and Gulf Air in December 2019 (lamp lighting ceremony pictured on bottom). Air India commends AISATS TRV for effort in handling diverted flights from Cochin Air India (AI) commended the cooperative spirit and outstanding work done by the AISATS TRV team while handling flights diverted from Cochin International Airport in August 2019. Cochin Airport had to suspend operations from August 8-11 due to heavy rains. Air India Trivandrum’s Station Manager praised AISATS TRV’s superlative performance for rising to the occasion and handling these diverted flights along with the regularly scheduled Air India flights at Trivandrum station. The time and efforts put in by AISATS TRV helped the airline operate all its flights on time without inconveniencing any of its passengers. Air India applauded the AISATS TRV team for handling this challenging situation with excellence and professionalism, and for making it all look so easy. 11

COMPLIMENTS Badr Airlines “Reference to Badr Airlines operated Relief charter flight BDR222/223 to Bangalore on 24 August 2020. Please note that flight was handled and supervised in very professional manner in all aspect of handling. A complete coordination with Ramp/Pax assistance/operational assistance were provided. A job very well done. A word of appreciation to all concerned who all assisted into this flight Handling. Special thanks to Uma, Gopi, Prasanjit and Bharath for their extended cooperation. Looking forward to work with you all nearby flights soon.” With Warm Regards Sanjiv Kumar Team Flight Operations Yemen Airways “Yemen Airways of the Republic of Yemen has hailed the efforts of facilitating permission to evacuate its stranded citizen. We would like to convey our deep appreciation for your assistance in facilitating Yemeni citizens to depart Bangalore to Aden for our repatriation flight on 25 Jun 2020. Their journey was smooth and unhindered, a credit to your efforts. I hope to be able to meet you again, to convey my appreciation in person, after the situation has improved. Until then, I wish you good health and every success in your endeavors.” Thanks & Brgds Eihab Mohammed Abdulkader, Mumbai Station Manager flydubai “Let me take this opportunity to express my sincere gratitude and appreciation to Ms. AISATS Bengaluru team for showing their commitment and delivering the best services while handling our relief flight out of Bengaluru Airport. Mr. Uma Shankar and his team were instrumental in obtaining all necessary ground clearances from the stake holders and authorities, which indeed made our job easy to operate this flight. We are really thankful for all the staff dedication to go an extra mile to meet the customers need and airline satisfaction is really admirable. So please pass on our congratulations and best wishes to all the staff and we hope that you and your team will continue with the same team spirit and enthusiasm to handle our flights in coming days. Many thanks!” Mohammed Abdulraheem Senior Manager Airport Services-North India, Nepal and Bangladesh Japan Airlines “Greetings from Japan Airlines. We would like to say thank you for your support for JAL relief flight on 11-14th April. Many Japanese customers are pleased with our service and handling. I sincerely appreciate your support and I look forward to working with you on schedule flight as well.” Kazuyuki Takahashi Japan Airlines 12

COMPLIMENTS Zawaj Aviation “We are writing this letter to thank you for the services rendered and quality of work provided by you and your team. We are g enuinely grateful for an outstanding customer care team and the accountability and dedication demonstrated by you and your team during the flight handling of non-schedule flight of A6-FLH on 12 July 2020 sector OMDW-VOBL-OMDW. We must say that the way you handled the operation and was brilliant and praiseworthy. We are happy to be associated with you. We express our sincere gratitude to you and your team. Thank you for your cooperation and looking forward to more year of association.” Thanking you Raj Kumar Gautam Director Zawaj Aviation LLP Global Cargo Services Pvt. Ltd. “We are taking this opportunity to thank your entire team for the wonderful support and cooperation extended to all of us in making the animals clearance very seamlessly and swiftly. Right from choosing the animal holding areas, getting the animals from the aircraft in record time, restraining unwanted onlookers to loading the truck. Everything so precise and perfect. Kudos to your team. It was quite professionally planned and executed without having any loose end during the entire process. Great job—well accomplished. The animals reached Mysore Zoo quite safe and sound and are doing fine. We thank you once again for the unparalleled support extended to us. Looking forward to work with your team once again with yet another import of animal shipment, hopefully, during next few months. “ Thanks and with warm regards Prathapan M Air Arabia “I would personally like to appreciate all the hard work and diligent efforts that (AISATS HYD Pax/Ramp) have put in to sending our today’s diverted flight G9458/459 within minimum ground time. It was (AISATS) team’s persistent hard work / smart work I can say has given us a fruitful result eventually. On behalf of Air Arabia, I would like to thank management and all team members individually. Looking forward to achieving more and more success in future.” Thanks. Shaikh Asad Salum Airport Manager Air Arabia Reliance Life Insurance “My colleague, Mr. S. Venkatesh, Head of Marketing, informed me about your invaluable help yesterday at Bengaluru airport in clearing an urgent cargo consignment containing equipment for Covid-19 testing. I am writing this to appreciate your support and assistance to fight Covid-19. I would like to take this opportunity to wish you well and for every success in all your endeavours.” With best wishes, Sincerely, K.V. Subramaniam President Reliance Life Sciences 13

COMPLIMENTS Singapore Airlines, AirAsia X and Delhi State Haj Committee DEL station honoured its staff based on feedback and compliments received from Singapore Airlines (SQ), AirAsia X (D7) and the Delhi State Haj Committee on the extraordinary efforts put in by individual staff while performing their duties. Singapore Airlines commended Mr Bibaharsha Mushahael, Ms Mriganjali Yadav, Ms Komal Saini and Ms Alzahirun for earning the highest number of compliments from passengers during Q1 and Q2 of FY 2020-21 while AirAsia X complimented Mr. Sachin Bharadwaj for handling the maximum number of upgrades for the airline. The Delhi State Haj Committee recognized Mr. Majid for his professionalism and efficiency when handling the 2019 Haj flights. Mr. Bibaharsha Mushahael, Ms Mriganjali, Ms Komal Saini and Ms Alzahirun receive certificates of appreciation from AISATS Delhi State Haj Committee compliments Mr. Majid Mr. Sachin Bharadwaj receives certificate of appreciation from AISATS Issued by: AISATS Corporate Communication, CHQ, Mumbai For feedback or inquiries, please contact: [email protected] The AISATS Recap is for private and general information only. AISATS expressly and categorically rejects any liability or responsibility whatsoever for any loss or damages caused by or arising from the use of this document, in whole or in part. 14