Blue Skies- Issue X

Page 1 | AISATS BLUE SKIES Issue X January 2018 Highlights of the 10th Issue of Blue Skies ! This issue features a New Year message by the CEO, Mr. Mike Chew. Know about new customers who have joined the AISATS family and the various awards won by AISATS team. Also read Customer Service is not a department. about how Learning & Development is using creative ways to impart customer service excellence culture to the staff. It’s a philosophy to be embraced by everyone in each department Our Staff Welfare team continuously takes care of staff engagement and staff welfare activities by organizing various -Shep Hyken, Customer Service Expert events and interdepartmental competitions at our various Business Units. Human Resource teams identify star performers and reward them for their exceptional employee performance which make the employees entrusted towards the company at large. To read in forthcoming pages...  Page 2 for CEO’s New Year Message  Page 3-4 for New Customers to AISATS family  Page 4-5 for Special Handlings  Page 5 for awards won by AISATS  Page 5-7 for Customer Recognitions  Page 8-9 Customer Engagement Activities  Page 9 for New Initaitves  Page 10-13 for Staff Engagement, Staff Welfare and Staff Encouragement Activities  Page 13-14 for Celebrations at AISATS  Page 14-18 Compliments by Passengers AISATS wishes all a very Happy New Year

Page 2 | AISATS CEO’ Message st Greetings to all the stakeholders and Associates of Also, we are the 1 AISATS. ground handler to introduce Automated I feel proud to state that, since its inception 8 years ago, Air India SATS Airport Services Private Limited (AISATS) Exterior Aircraft has grown to become a major player in India’s ground Cleaning (AEAC) at handling industry at all its 5 locations at BLR, DEL, HYD, Indira Gandhi TRV and IXE. AISATS employs approx. 11,619 employees International (IGI) Airport, New Delhi, who handle approximately 260 flights a day, which is a remarkable achievement in itself and a reflection of our utilizing Nordic Dino II, an automated purpose passion, perseverance and commitment to the company core values - Safety & Security, Pursuit of Excellence, -built system, for Customer First, Concern for Staff, Integrity and exterior aircraft Teamwork. cleaning services. The computerized and self-contained system introduces a In the last year, operationally, we have maintained an On high level of automation and sophistication to the -Time Performance (OTP) of 99.6%, and First Bag aircraft exterior cleaning process. Delivery at 9.1 mins and Last Bag Delivery at 28.3 mins Our efforts in exceeding customer service expectations respectively, which is exceptional as per industry standards. In order to achieve the highest levels of have been recognized multiple times in the form of operational readiness and enhanced service delivery appreciations and awards from various customers and levels, AISATS has continued to upgrade its Ground associations. These include being awarded the Best Air th Support Equipment (GSE) and has invested more than Cargo Terminal Operator for the 6 consecutive time by the Indian Chamber of Commerce (ICC) and the Best INR 933 million in new GSE in the last year. Cold Chain Cargo Terminal for AISATS COOLPORT at the We are proud of the hard work, determination and 6 Cold Chain Strategy Summit. th unwavering commitment of our staff who make the operational excellence possible. We are always working Despite the current and future challenges, AISATS’ vision towards becoming the ‘Employer of Choice’ and has and will continue to remain steadfast - to become undertaking various Staff Welfare, Staff Engagement and India’s premier airport services company. The company’s Staff Encouragement programs ensure that the core values will continue to successfully guide us through a dynamic and challenging work environment. With the employees are motivated , rewarded and are well taken care of. help of these core values, we look forward to pursuing loftier goals for our business operations and work culture In the past year we welcomed Air India Express, Fits as we welcome the new financial year with renewed Aviation, Go Air, and Malaysia Airlines to AISATS’ family vigor and optimism. of customers. We are also pleased to have renewed contracts with many of our existing customers, including I wish you all and your loved ones a happy and All Nippon Airways, Asiana Airlines, Cathay Pacific, Fly prosperous 2018.Thank you. Dubai, Kuwait Airways, Saudi Arabian Airlines, Singapore Mike Chew, CEO, AISATS Airlines Cargo, Tajik Air, Tiger Airways and Vistara. These renewals are a testament to AISATS’ service quality and commitment to its valued customers. The last year, we have ventured into new business areas. st The AISATS COOLPORT, India’s 1 integrated on-airport perishable cargo handling center, is a one-stop-shop that houses a complete range of facilities under one roof for seamless handling and storing of temperature-sensitive import and export cargo. Since commencement of operations, AISATS COOLPORT has handled 16,183 tons of Perishable cargo in a year with growth rate of 10%.

Page 3 | AISATS New Customer AISATS’ new Chairman Sri Pradeep Singh Kharola visits SATS in Singapore Sri Pradeep Singh Kharola has been appointed as the new Chairman of AISATS. He along with other AISATS’ Directors attended a guided tour of SATS operations at Changi Airport, Singapore on 12th Jan, 2018. AISATS HYD welcomes Jazeera Airways From 17th November, 2017, Jazeera Airways has started daily flights from Kuwait to Hyderabad. AISATS is the proud ground handling partner of the new airline at HYD. The inaugural flight was received by AISATS’ HYD’s Senior Management team and they welcomed Mr. Rohit Ramachandran, CEO, Jazeera Airways and other delegates to HYD airport. AISATS DEL supports additional Air India and Air India Express flights Air India is continuously expanding its national and international reach by starting additional flights to new destinations and AISATS is proud to provide ground handling services in support of the National Carrier’s expansion plans. On 16th Sept, 2017, Air India launched its non-stop flight from New Delhi to Copenhagen, Denmark ; Copenhagen is Air India’s 44th international destination. And on 26th Sept, 2017, Air India started the much-awaited flight between the capital New Delhi and the beautiful city of Bikaner. Mr. Ashok Gajapathi Raju, Union Civil Aviation Minister and Mr. Arjun Ram Meghwal, Bikaner MP & Union Minister for Water Resources inagurated the new flight. Similarly, from 15th Sept, 2017, Air India Express, started direct flight between New Delhi and Madurai. Mr. Rajiv Bansal, CMD, Air India inaugurated the service in the presence of Mr. R. Gopalakrishnan, Hon’ble MP and Mr. V. V. Rajan Chellappa, MLA.

Page 4 | AISATS New Customer AISATS welcomes Saudi Arabian Airlines AISATS BLR welcomes Freighter at TRV operations of Uni-Top Airlines On 1st Oct, 2017, AISATS welcomed Saudi Arabian On 25th Dec, 2017, Uni-Top Airlines has started its Airlines into its fold of customers at Trivandrum freighter operations from Kunming, China to Bangalore International Airport. This is an extension of the and AISATS will provide comprehensive ground handling existing relationship between Saudi Arabian Airlines and cargo warehouse handling services to Carrier at BLR. and AISATS at BLR and HYD. AISATS BLR smoothly handled the inaugural freighter flight (A300-600F aircraft) operated by Uni-Top Airlines. Special Handling Special flight handlings at AISATS DEL AISATS is equipped to handle non-schedule flights efficiently even at a short notice. On 16th Oct. 2017, Vietnam Airlines, carrying 305 passengers, scheduled for Hanoi -Paris, landed at Indira Gandhi International Airport, DEL, 0330 hrs due to a medical emergency on board. With team efforts and quick responsiveness of all the operational departments, AISATS handled the flight smoothly and turned around the flight swiftly for its onward journey to France. AISATS DEL provided smooth ground handling services to the British Royal Air force flight on the occasion of the formal visit of their Royal Highnesses the Prince of Wales and Duchess of Cornwall to Delhi. Royal Couple’s 2 day trip to India was part of their four nation tour which include stops in Singapore, Malaysia and Brunei. AISATS also assists its customer airlines when they decide to host special experiential flights for their esteemed guests. One such flight was organized by nd Vistara from Delhi-Ladakh on 22 Sept,2017 for its Club Vistara Platinum members, a group of 16 industry leaders and their spouses. AISATS DEL team provided personalized assistance to all the invitees and their best efforts made Vistara’s event successful for DEL station.

Page 5 | AISATS Special Handling AISATS HYD handles a record number of 130 Charter Flights in Nov 2017. AISATS HYD is always known to handle maximum number of charter flights in its region. In the month of Nov, 2017, AISATS HYD handled record number of 130 charter flights ranging from A330 , MD11F, A320, Gulfstream, Globus Express, Falcon etc. A dedicated charter handling team at AISATS HYD, takes care of all the special handling requirements for such flights. The team has received numerous compliments for the exceptional services provided at Hyderabad International Airport. Bravo ! Team AISATS HYD Awards AISATS COOLPORT receives ‘Best Cold AISATS COOLPORT receives Envirotainer Chain Warehousing Company’ award ! Ground Services Award AISATS COOLPORT at BLR received the ‘Best Cold Chain AISATS COOLPORT received the Envirotainer Ground Warehousing Company award’ at the 3rd edition of the Service Award in September 2017. India Cargo Awards for West and South. Given the increased need for competent ground India Cargo Awards are supported by the Government of handling service providers to handle pharma shipments, India to promote and the Envirotainer Ground Services Award demonstrates develop the Indian AISATS’ excellent compliance with GDP requirements cargo industry by and capability to handle Envirotainers. identifying, rewarding AISATS’ award listing on excellence, and Envirotainer website will help thereby inspiring the pharma companies across the recipients to world to connect with the AISATS continuously raise the (From L-R) Mr. SanJeet, Director DDP Group ,Mr. COOLPORT in order to strategize standards of their Michael Joseph , VP GH AISATS, Gautambhai Navalchand Shah, Mayor, Amdavad Municipal their supply chains for temperature products and services. Corporation, Dr. Marisha Kaul, Gladrags Mrs sensitive export and import goods India North 2017, Mr Anantha Rangasayee, Sr. Manager, Coolport Operations AISATS. to and from South India. Customer Recognition Saudi Ground Services Company appreciates AISATS DEL staff AISATS DEL staff received appreciation for their hard work and dedication from the Saudi Ground Services Company. During Haj operations, AISATS staff provided ground support services at Jeddah Airport in two phases. Appreciation letters were issued to the staff for a job well done. (L-R) Mr. Gerald Samuel Singh, Mr. Amandeep Sharma, Mr. Ankur Johnson and Mr. Babar Ali

Page 6 | AISATS Customer Recognition Narcotics Control Bureau appreciates AISATS DEL staff for his assistance Narcotics Control Bureau ( NCB) commended Mr. Satish Kumar for assisting the NCB department in investigation of a case. In an appreciation letter, NCB thanked Mr. Satish for all the help and assistance provided to them. NCB also informed that the case has been successfully resolved. AISATS BLR achieves 1st rank in entire Vistara’s Network In the month of August, 2017, AISATS BLR received highest score on Vistara’s Balance Score Card and C-SAT (Net Promoter Score) and thereby achieved 1st rank among all ground handlers providing services at Metro stations within Vistara’s network. Vistara recognizes AISATS staff at BLR and HYD for excellent services It gives us immense pleasure when our customer airlines recognise efforts made by our staff towards exemplary customer services. In one such occurrence, Vistara has appreciated our staff at BLR and HYD. At BLR, Mr. Nagarajan from AISATS’ customer services team was appreciated for providing excellent services to Vistara customers. The appreciation certificate was issued by Mr Pankaj Handa, AVP-Ground Services, Vistara. Mr. Nived from AISATS customer services team was recognized for doing maximum ( 70 nos) upsell (upgrade to higher class) in Oct 2017. The appreciation certificate was issued by Mr Santhosh Nair, Vistara Airport Manager. Mr. Nagarajan Mr. Nived At HYD, Vistara appreciated staff for best outstanding performance in passenger services and revenue generation from ancillary services. Mr. Bhaskar Pandey, APM, Vistara HYD presented the awards to Mr. Vinay Kumar, AISATS Ms. Shravani, AISATS AISATS’ Vistara team AISATS’ staff. Cathay Dragon appreciates staff at AISATS BLR Cathay Dragon (KA) appreciated AISATS BLR Customer Service Staff (L-R) Mr. Naveed, Mr. Goutham, Mr. Bikashnath, Mr. Girish, Mr. Adithya for providing excellent services to KA at BLR. The appreciation certificates were issued by Mr Zubin Bamji - Airport Manager, KA BLR along with KA Duty Managers at the appreciation ceremony organized by KA.

Page 7 | AISATS Customer Recognition Etihad Airways appreciates best performing staff at AISATS HYD and BLR At HYD, on occasion of its annual event, Etihad Airways appreciated AISATS’ staff for their service excellence and also gave awards to the best performers. AISATS is proud to receive such applause from its customers. AISATS participated in EY’s annual event and the team building game. Ms. Sneha received award for Best Groomed staff, Mr. Bhupendra for best ramp co-ordinator and Mr. Deepak for highest ancillary revenue generator. Best Performing Team Team building Game Ms Sneha Mr. Bhupendra Mr. Deepak At BLR, Mr. Bhaskar, Airport Manager, Etihad Airways, in presence of Mr. Girish, Area Manager, Etihad Airways gave awards to the best performers. Ms Rosesally was performer of the month, Mr. Linto K was appreciated for highest revenue achiever for the month of September 2017, Mr. Kishor kumar was appreciated for highest instant upgrades and Ms.Veeksha was appreciated for the highest excess baggage collection in the month of October 2017. Ms Rosesally Mr Linto Ms Veeksha and Mr. Kishor Kumar Thai Airways appreciates best performing staff at AISATS HYD In the month of Nov 2017, Thai Airways conducted product knowledge tests for AISATS Staff deputed for Thai Airways. Out of all the participants, they selected 6 high scoring staff : Bhanu Prasad, Swamy, V.Prasad, Srikant, Uday and Raghu for the final test. Considering scores of all the 4 tests, 1 staff , Mr. Valsa Prasad was selected as the best performer of the year. To recognise the best performance, Thai Airways awarded Mr. Valsa Prasad with return ticket to Bangkok and remaining 5 staff with complimentary gifts such as Aircraft models and other Thai on board products. In Pic: 2nd from left, Mr. Tassanai Golfie, Station Manager , Thai Airways , 3rd from left, Mr. Valsa Prasad, AISATS along with representatives of from Thai Airways and AISATS

Page 8 | AISATS Customer Engagement AISATS DEL celebrates Work Anniversary with Customer Airlines AISATS never forgets to celebrate, appreciate and encourage its relationship with the customers. Keeping that tradition in mind, AISATS DEL celebrated Work Anniversaries with various customer airlines. With Emirates With Singapore Airlines With All Nippon Airways With Pakistan International Airlines With Malaysia Airlines With Mahan Air AISATS DEL organises customer AISATS BLR Celebrates 1st Anniversary of engagement event for Emirates AISATS COOLPORT th On 28 Oct. 2017, AISATS DEL organized an event to AISATS COOLPORT commenced trial operations on 1st celebrate its partnership with Emirates. Mr. Kashif Khan, October 2016 and this year marks its first anniversary. To Airport Services Manager, Emirates shared his kick start the anniversary celebrations, a cake cutting experiences with AISATS. He also appreciated the staff ceremony was held on 12 October 2017, which was for their attended by contribution representatives towards providing of customer excellent airlines. customer service. AISATS BLR hosts Annual Get-together event for Customer Airlines AISATS BLR organized an Annual Get-together event for its customers. The theme of the event was ‘Musical Night 2017’. The event commenced with a brief overview of AISATS’ achievements and its partner airlines followed by a video clip presentation on the one year journey of AISATS COOLPORT. Music band ‘TAP’ performed on the event and played some famous numbers as well. The highlight of the event was the musical performances by AISATS Management team wherein Mr Michael Joseph – VP GH, Mr Bobban Jose - VP C&PHC and Mr Satish Babu – AVP CS performed on stage. There was a special performance by Malaysia Airlines, Station Head - Mr Sanjay Tiwari as well. The musical performances were followed by dance numbers from the DJ who made the crowd rock the dance floor.

Page 9 | AISATS New Initiatives AISATS TRV conducts ‘Pursuit of Excellence’ program AISATS TRV conducted a ‘Pursuit of Excellence’ program at TRV Airport. The program conceptualised by AISATS TRV’s Learning & Development team was aimed at instilling service excellence culture for the entire airport’s customer servicing staff. This has helped the customer service staff become more approachable and accommodative to receive passengers and to provide them with memorable air travel experience. The medium chosen to depict the ‘Pursue of Excellence’ program was MIME, which is a silent art form that expresses an idea to the spectator in an effective way and thus communicates a strong message to the viewers. In this art form, a performer communicates through body movements, gestures and facial expressions only. Four different concepts were enacted through the MIME. (i) On acceptance of a Passenger who is blind (ii) On the acceptance of an Expectant Mother (iii) On the acceptance of a Drunk Passenger and (iv) On the importance of Safety Standards in Ramp. For each concept, a wrong approach was shown first followed by the right approach to manage various passenger handling situations. The MIME program also included a mock award function, wherein TRV Airport was selected as the “Best Airport of the year “. Airport Director was invited to receive the award (dummy), which was handed over by Vice President AISATS- Mr. Binoy Jacob and Airport Manager of Air India Mr. Anilkumar. Safety and Security AISATS BLR conducts FOD Campaign The Safety department at AISATS BLR, conducted an ‘FOD Campaign’, in which approx. 300 staff participated in clearing the FOD from the apron area. The campaign was organized by Mr Venu R, Vice President - Corporate Safety, Health & Environment in coordination with BIAL Safety team led by Mr Sreenath – Head, Safety , BIAL to convey AISATS’ continued commitment towards safety. At the end of the campaign a quiz competition was conducted by Mr Shah Jahan, Asst. Manager-Safety, Occupational Health & Environment, where winners were given prizes.

Page 10 | AISATS Staff Engagement AISATS DEL organizes Rangoli, Badminton and Table Tennis Tournament To bring a sense of belonging among its staff, AISATS organises various staff engagement activities at all its BUs. AISATS DEL organized a Rangoli competition and Interdepartmental Badminton & Table Tennis Championship. 121 employees participated in the events. Mr. Hoa Kai Ee, SVP-DEL & IXE, Mr. Eddie Lim, DVP-DEL & Mr. Ram Babu, Chief Manager, Air India distributed the awards to all the winners. Rangoli Competition Winner (Passenger Services-AI) Badminton Championship Winners Table Tennis Winner Ms Chanderkanta & Ms Nisha Men’s Doubles– Rishu Palli & Anil Tanwar Mr. Sarthak Kapoor Women’s Doubles-Ruchi Bakshi & Jyoti Jatav Badminton Championship 2017-Runner’s up : Men’s Doubles : Akhil Gupta & Ajay Kumar Sharma (Baggage) Badminton Championship 2017-Runner’s up : Women’s Doubles : Neetu Singh & Ulfat (Passenger Services AI Table Tennis Championship 2017- Runner’s up: Sumeet Sood (Corporate Transport). AISATS BLR organizes UTSAV 2.0 AISATS BLR organized AISATS UTSAV 2.0 , a 3 day event, for its employees from 5th Dec– 7th Dec, 2017. In sync with its caption ‘Its bigger…Its better’, the event was really bigger and better this time, with more staff participating as compared to the previous edition of AISATS UTSAV in 2016. The fun-filled event included Indoor Games, Cultural Programmes, Arts & Crafts and much more. The event was based on the theme ‘GO GREEN’, which was appreciated for spreading the message of environment conservation in a sportive manner. The event was inaugurated by Shri Harshvardhan Umre, Additional Commissioner of Customs, Bangalore. In line with the ‘GO GREEN’ theme, the Chief Guest inaugurated the event and participated in a friendly badminton match with AISATS Management team. Key highlight of the AISATS UTSAV 2.0 was the office decoration competition in which all the departments decorated their office based on the GO GREEN theme. The judges had a tough time judging the winners as all the teams did exceptionally well. Staff also showcased their hidden talent during the AISATS GOT TALENT program. The 3 day long UTSAV covered the following events: a) Badminton – Singles (Men & Women), Doubles (Men & Women), Mixed Doubles, (b)Table Tennis - Singles (Men & Women), Doubles (Men & Women), (c) Carom - Singles (Men & Women), Doubles (Men & Women), (d) Painting Competition, (e) Office Decoration (Team), (f) Master Chef – Cooking competition, (g) AISATS Got Talent – Cultural programme The event finally concluded on 07th Dec 2017 with distribution of awards to the winners, wherein the Customer Service department managed to retain the Rolling Trophy for the 2nd consecutive year.

Page 11 | AISATS AISATS BLR UTSAV 2.0 ...contd AISATS Got Talent Painting Competition Master Chef Office Decoration 1st Place: Ms. Rajeshwari 1st Place Painting—Ms Rashmi 1st Place Corporate L& D 1st Place Ramp Team 2nd Place : Mr. Shivkumar & 2nd Place : Ms. Sunija 2nd Place : P&D team 2nd Place : HR team Sreelakshmi 3rd Place : Mr. Derick 3rd Place : Ramp team 3rd Place : PTB team 3rd Place : Mr. Bhaskar Badminton-Men’s Singles Badminton-Women Singles Badminton-Men’s Doubles Badminton-Mixed Doubles 1st Place: Mr. Aneesh 1st Place Painting—Ms Esha 1st Place Mr. Ian & Mr. Ananth 1st Place Mr. Sebastian & Ms. Mayuri 2nd Place : Mr. Azeem 2nd Place : 2nd Place : Mr. Suresh & 3rd Place : Mr. Sanjay 3rd Place : Ms. Kavya Mr. Shashi 2nd Place : Mr. Sanjay & 3rd Place : Mr. Satish & Ms. Rashmi Mr. Azeem 3rd Place : Ms. Sanjni & Mr. Azeem Carom-Singles Carom-Women Doubles Table Tennis– Singles Table Tennis-Doubles 1st Place: Mr. Satish 1st Place Mr. Ravi & 1st Place Mr. Satish 1st Place Mr. Satish & Mr. Srinivas Mr. Richard 2nd Place : Mr. Ravi 2nd Place : Ms. Mayuri 3rd Place : Mr. Srinivas 2nd Place : Mr. Ashok & Mr. 3rd Place : Mr. Richard 2nd Place : Mr. Ian & Kiran Mr. Ananth 3rd Place : Mr. Gopi & Mr. 3rd Place : Mr. Shivkumar & Satish Mr. Kennedy Rolling Trophy Winner– PTB Team

Page 12 | AISATS Staff Welfare AISATS organises health check-up camps at DEL, HYD and BLR AISATS regularly organises camps at all its locations to help its employees benefit from free health check-ups. AISATS DEL: an eye check-up camp was organised in association with “Centre for sight” Eye Care Central. Free physical examinations and consultations were provided to the staff. AISATS HYD: a health check-up camp was conducted by The Yashoda Hospital, Hyderabad . Approx 140 staff got themselves checked for Blood Pressure levels, Random Blood Sugar level. Hospital also provided free Physician and Ortho Consultations as well as ECG on portable devices. AISATS BLR: in association with Panalpina & Essilor, BLR organized a free eye screening camp with service support from Drishti Eye Hospital, Devanahalli. The event was inaugurated by Shri Anjani Kumar – IRS, Commissioner of Customs. Approx. 257 staff from the cargo community got their eye screening done and 107 staff were issued free spectacles. Health Check up camp-AISATS DEL Health Check up camp-AISATS HYD Health Check up camp-AISATS BLR Staff Encouragement AISATS believes in providing equal employment opportunities to all, irrespective of their cast, creed and disability. AISATS HYD, gave employment opportunities to two such staff, Mr. Sandeep ( with hearing and listening disability) and Mr. Yesu ( with walking disability due to Polio). Dedication and commitment of Sandeep to his work has earned him a promotion in the organization. Similarly, Mr. Yesu never lets his disability come in his way of performing his duties and he ably stacks all spares and consumables in respective bins as required. AISATS takes pride in giving them opportunity to work and perform. Mr. Sandeep Mr. Yesu Appreciating staff for their performances, not only encourages them to continue to do better but also motivates their colleagues to follow suit. At AISATS BLR, following star performers were appreciated. Mr. Gajendra S B Mr. Sambachari N Mr. Krishna P Mr. Suba Reddy K V Mr. Nagarajan S Mr. Venkatesh N R Cargo Officer Lead Assistant Sr. Security Agent Sr. Equipment Operator Customer Service Lead Jr. Equipment Operator Dept: Cargo Services Dept: P & D Dept: Security Services Dept: Ramp Services Assistant Dept: Cargo Services Dept: Customer Service

Page 13 | AISATS Staff Encouragement At AISATS DEL, star performer employees deployed for Emirates were recognized for their hard work and extraordinary services. In Pic (L-R) Mr.Vivek Sharma (Load Control) , Mr. Bhajan Lal (ACC), Mr. A.Shankar Ganesh (Baggage), Mr. Anil Namojijam (Passenger Services), and Mr. Pawan Birda ( Ramp) AISATS DEL Haj team has handled Haj operations for the last 3 years under the guidance of Mr. Davinder Taki. The Haj team has contributed tremendously to ensure smooth handling of Haj flights at IGIA Delhi. Mr. Hoa Kai Ee, SVP DEL & Mr. R.K. Chopra, VP Passenger Services appreciated Mr. Davinder Taki and the Haj flight handling team for able leadership and their excellent way of customer service. During Haj flight operations, the Haj team efficiently handled Haj passengers of two of the disrupted flights, co-ordinated well with the designated authorities while arranging for their baggage and hotel accommodation. The team performed brilliantly with NIL delays on 482 flights Celebrations at AISATS AISATS celebrates local and national festivals across all its Business Units with great zeal and enthusiasm ! Diwali celebrations at AISATS HYD At AISATS HYD, staff volunteered to visit an old age home and distributed sweets, fruits, blankets and celebrated Diwali with the residents. Diwali Celebrations at AISATS HYD Old Age home visit at AISATS HYD Onam celebrations at AISATS TRV Diwali celebrations at AISATS DEL Onam is the state festival of Kerala and a major annual At AISATS DEL, staff of various departments got event. AISATS celebrated Onam by inviting their staff together to perform Diwali pooja. The office was and airport stakeholders. Mr. Binoy Jacob, VP, AISATS decorated with lights and Rangoli to celebrate the inaugurated the celebration with a lamp lighting festive season. ceremony and delivering a festive message followed by Onam Sadhya. The Airport community was represented by the Airport Director who joined in the celebrations. Diwali Celebrations at AISATS DEL

Page 14 | AISATS Dasara celebrations at AISATS Air Freight Terminal, BLR Dasara being the biggest regional festival in Karnataka, Kempegowda International Airport Bengaluru showcases its partnership with Kannada and Culture Department of the state.in promoting the Kannada culture as expressed through songs and dance, thus truly imbibing the local and cultural sentiments of the state. As a part of the celebrations, special performances were held at AISATS Air Freight Terminal, wherein a team from Shivamogga performed the famous Dollu Kunitha and team from Ramanagara performed the Huli Vesha. AISATS celebrates Karnataka Rajyotsava On 1st Novemeber 1956, all the Kannada language speaking regions of South India were merged to form the state of Karnataka. Since then, this day is celebrated as Karnataka Rajyotsava (Karnataka Foundation Day). AISATS BLR celebrated this state foundation day by organizing a flag hoisting ceremony and cultural program. Chief Guest Ms Priya Patil, Deputy Commissioner of Customs, Bangalore hoisted the flag. In her thought provoking speech, she commended the Kannada culture and applauded the unity in diversity exhibited in the state of Karnataka. AISATS celebrates Christmas and welcomes New Year at its BUs AISATS concluded the festival season for the year with Christmas and came together to welcome the New Year at all its BUs.

Page 15 | AISATS Compliments for Staff Dear Singapore Airlines We had always heard about the great service of Singapore Airlines. Then we discovered for ourselves that this was true. Besides enjoying our all of our flights on you airline on our recent trip to Asia, we received EXCEPTIONAL customer service from one particular employee of yours, which we wanted to bring to your attention. I myself, work in the industry of customer service and travel and even train employees in this so I really know what outstanding customer service is. In this case, we received excellent, professional and kind customer service from one of your employees at the New Delhi International airport at the Singapore Airlines check in counter - Mr. Tahir Rather. He helped us resolved several serious issues. First, he helped me to help a woman who did not speak English who was stranded outside the Delhi International Airport because her e-ticket did not have her name on it and I was able with his help to have a correct ticket issued with her and he came outside to work with airport security personal to help get the woman into the airport and to get checked in. The woman was quite scarred and Mr. Tahir Rather quickly resolved the situation so she could continue with her travels. At the same time, since I had left the International airport to help this stranded traveler, I has been separated from my husband who did not have the airicket with both our names on it (I had it) and thus, he was stuck behind another security gate and I had no way to locate him to give him his e-ticket so he could check in to get a boarding pass. Mr. Tahir Rather came to my rescue and was able to get the ticket to my husband and find him to reunite us. But he didn't stop there, next, he took us directly to the Singapore Airlines counter and followed through to make sure we all got quickly checked in. His service and positive attitude was so exceptional - beyond just good customer service, he was also genuine and kept us all calm that he would ensure everything came out alright. Please recognize him for his outstanding quality of work! With employees like Mr. Tahir Rather on your staff we are highly motivated to fly on Singapore Airlines again and again.” By Jean Muenchrath, Singapore Airlines’ Passenger Mr. Amandeep Singh, AISATS DEL Appreciated for helping passenger in need th “On 17 Oct. 2017 a passenger who was travelling to Australia skipped to apply for Australian Visa as he thought, as an American national it’s not necessary to apply for the same. He had no means to apply for the Visa, no smartphone and neither a laptop to browse and register online. Mr. Amandeep Singh assisted to apply Visa on behalf of the passenger and also helped him regarding the payment for the Visa. The passenger was delighted for the help received as he was too old and not well equipped for the same. He was very thankful and also was impressed in seeing concern.” By Dr. Seemant Teotia, Senior Director Equifax, Singapore Airlines’ Passenger

Page 16 | AISATS Compliments for Staff Mr. Mohammad Jameel & Ms. Amanpreet, AISATS DEL Appreciated for delivering dedicated services to passenger “This is to bring to your kind notice, that I have received my passport holder & I find it utmost important to appreciate the kind efforts put in the entire process by Mr. Mohammed Jameel & Amanpreet. I would not have been able to track the same if Mr. Jameel would not have taken the sole responsibility of tracking it down & chasing it up with Singapore Airport authorities. I am highly obliged, all thanks to the prompt response & proactive contribution by both the officers in order to help me resolve the issue. Keep up the good work !! We need more of humanity & such able staff in India. “ By Shreya, Singapore Airlines’ Passenger PAX services team AISATS TRV Appreciated for smooth handling of delayed Aircraft “I would like to take this moment to express my heartfelt thanks to each team member for their active involvement in handling of delayed flight. The ASM and the entire QR team have also asked me to pass on their sincere appreciation for their efforts in supporting and smooth handling of passengers with personal service wherever required. Once again, thank you so much for the enthusiastic performance and we really appreciate your efforts” By Shibili A.S – Qatar Airways TRV Mr. Nithin , MHB, AISATS TRV Appreciated for assisting passenger in resolving Mishandled Baggage. “I am writing this mail to point out the prompt and quality customer service displayed by your arrival staff in Trivandrum Airport. On arrival I came to know that my two pcs of check-in baggage’s were not on the same flight . Mr.Nithin who had handled me at the arrival was really commendable and must be appreciated as he was so helpful and provided correct details of bags information regarding its forwarding on the next available flight to Trivandrum. He was very proactive in updating me about the status of the baggage and made proper arrangements to deliver my baggage on the next day itself. I would like to thank him for the professionalism he displayed in customer service .Such staff help to constantly raise the bar of customer service and thereby increasing the brand value of the company.” By Vinu Karthikeyan, Silk Air’s Passenger Mr. Nandu Krishnan, AISATS TRV Appreciated for helping a passenger with medical condition “We are very happy to express our thanks & great appreciation to the especially the supporting staff Mr.Nandu, to the great assistance done for our employee Mr.Ebrahim Saifudeen, who reached safely , as he have a medical condition & difficult to move alone. Your team member Mr.Nandhu has done all the related procedures for an easy departure to the passenger & again we really appreciated for his effort taken” By Sabu, Manager HR & Admin, Emirates’ Passenger Ms Greeshma S Babu and Mr. Sabrinath VM, AISATS TRV Appreciated for providing assistance in locating lost baggage “I wish to register my thanks for tracking my missed baggage in flight on 6th November . The bag- gage was delivered in good shape on 7th November. I take this opportunity to thank and appreci- ate the committed and sincere work of GREESHMA S BABU and SABARINATH VM who handled the situation with ease and to my utmost satisfaction.” By Madhavan Pillai Sukumaran , Emirates’ Passenger

Page 17 | AISATS Compliments for Staff Mr. Aneesh, AISATS TRV Appreciated for assisting in Mishandled Baggage “ I am Paulsamy Ranjan, a Passenger on Emirates Arrived from Taif- Dubai- Trivandrum.I am writing this to express my sincere appreciation to the staff on arrival, especially Mr.Aneesh who displayed great level of customer service. On arrival at Trivandrum airport I came to know that my bags were not on the same flight. Though it was hard for me to accept that situation, the staff handled the situation was purely professional . He also updated me with all necessary informations regarding the forwarding of the baggage,ie on which flight the baggage will be forwarded and details about home delivery. He did all things possible to get the baggage delivered the day itself to my home address.” By Paulswamy Ranjan , Emirates’ Passengers  Mr. M Jayraj, Cargo Manager of Emirates Sky Cargo at TRV conveyed his sincere appreciation to the AISATS TRV ULD team for maintaining good quality ULD handling. Mr. Robin, CSA, AISATS BLR Appreciated for excellent customer service “ This is to say that today ( 05/12/2017 ) as i am travelling with Vistara from Bangalore to Delhi in flight UK810,During Checkin counter Conversation Robin Robert made me realised how he is dedicated towards his Job. We need more people like him. He deserves appreciation for his dealing, communication and behavior with customers. Everytime when i travel with Vistara its a Pleasure. Its the Best Airline so far. Keep up the excellent Service. Cheers to Robin!!!!!, Cheers to vistara!!!!! By Mr. Mohit , Vistara’s Passenger Mr. Arjun, MHB, AISATS BLR Appreciated for excellent customer service Sometimes passengers go on social media to appreciate the services provided by our staff. In one such tweet, Malaysia Airline passenger appreciated Mr. Arjun for delivering 35 Mishandled bags to their students. “ By Malaysia Airline’s Passenger Mr. Reddy & Domestic team and Mr. Ajith, Vigneshwaran & COOLPORT team, AISATS BLR Appreciated for maximum cargo uplift “I would take this opportunity to thank each and every member of the Domestic and Cool Port team in their contribution to record tonnage of 25,223 kgs on 9W820 dtd 29th Aug’17.We would like to thank Mr. Reddy – Domestic – DM and team, Mr. Ajith and Mr. Vigneshwaran – Cool Port DM’s and team for all their efforts is helping us achieve this achievement. The service staff who also contributed to this endeavour needs an appreciation for all their hard work. By Mr. Ranjit Ravindran, Duty Manager– Cargo, Jet Airways  Mr. Shobana Ravindram , Cargo Sales Officer, Etihad Airways, appreciated all the support and co-ordination among all the teams to achieve uplift of 105 tons of cargo on EY 924 on 24th Sept, 2017.

Page 18 | AISATS Compliments for Staff Ms. Darshi Sarala, AISATS HYD Appreciated for providing excellent assistance Wheelchair Service “ I traveled through Hyderabad's Rajiv Gandhi airport yesterday with my elderly mother & father. My mother, Subhadra Rao, requires a wheelchair and we were fortunate enough to have Ms D. Sarala as our wheelchair escort. She was so kind & helpful. She truly cared about the passengers she was serving and their families. We actually saw her helping other elderly passengers who were not even in her wheelchair-- this is the kind of compassion and caring attitude that we should all exhibit toward our fellow citizens and especially the elderly. I hope that you will encourage all your employees to model the kind of compassion displayed by Ms. Sarala.” By Seema Gorla “We were flying Business Class via Air India (AI 050) last night on a flight from Mumbai to Hyderabad and arrived around 11:30. As we required wheelchair assistance we met D.Sarala as she was the concerned person to help us out from the plane till the airport exit. She was very helpful and very cooperative and that was very welcoming. We would like to wish her all the best for her honest personality and service, and primarily are glad that we got the chance of experiencing her service” By Samuel Mehta and Prakash Shah, Air India’s Passenger Ms. Vazramma, AISATS HYD Appreciated for excellent Wheelchair Service “Today, we availed of the wheel chair assistance for my 87 year old mother Smt JVVL Annapurna at Hyderabad airport. Mrs Vazramma provided the assistance right from the gate till boarding the air craft with great care and attention. She has been very courteous and kind and refused to accept any gratiuty from us when offered for her support. I appreciate her help and acknowledge her support. It is nice to encounter such helpful persons. Thanks to AI-SATS for the support and help. Of-course, AI has been always helpful to me and remains my favourite when given a choice for a good fare option both on domestic and international travel.” By Mr. Ramlal Jayanthi, Air India’s Passenger Mr. Shaik Maoulana, Customer Service Agent, AISATS HYD Appreciated for excellent customer service “September 24 was day full of trouble. After visit to National Institute of Tourism and Hospitality in Hyderabad. I must travel back to Latvia. But it seems impossible - was problems with electricity and internet connection and as they were solved it was impossible to check-in via Lufthansa webpage. Entering Hyderabad airport I was not sure if there will be possibility to use that day Air India and Lufthansa services.But your employee Shaik Moulana first assured me that similar things happens and afterwards quickly checked me in and wrote all 3 boarding passes to my flights. Special thanks to him and your company. By Dr. Janis Kalnacs, Professor of Vidzeme University of Applied Sciences, Lufthansa’s Passenger Mr. Krishan Kumar Jha, MHB, AISATS HYD Appreciated for assisting in locating a Mishandled Baggage “I would like to commend Krishna Jha for the excellent service in finding and returning a lost piece of luggage to me. I re- cently flew from Rochester, NY USA to Hyderabad by way of JFK and Abu Dhabi. A suitcase was gate checked when I started in Rochester, with the assurance that it would arrive at my final destination's checked baggage claim. However, upon my arrival, no bag was to be found. Krishna Jha took the time to speak with me and keep me updated by email regarding the status of my bag. There was an error in delivering the bag to me initially, and Krishna's kind attention to detail and commitment to customer service guaranteed that I received my bag the very next day. “ By Etihad Airways’ Passenger Issued by: Corporate Marketing, Mumbai For any news to be published in Blue Skies, please write to [email protected]