Passion To Delight - Issue 28

ISSUE SEP 16 28SATS Charity Run2016Raised a total of S$150,000for Assisi Hospice05 SATS clinches CAG 08 09 10SATS Inflight Catering AirAsia Group Cutover First Class Top Centre 2 is expanding Agency Award SATS enters Saudi Arabian Cargo Market in Dammam

2 COVER STORYSATS Charity Run 2016O n the fine morning of 30 July 2016, “When we found out that people without whom this event would not close to 800 SATS employees, Assisi Hospice needed a have happened. They are the volunteers family and friends gathered at new vehicle to support the who have been here since 5am. Thank you,East Coast Park, Casuarina Grove, for the growing needs of palliative volunteers and the organising committeeinaugural Be Active @ SATS Charity Run. for working on this event!” said Mr Alex care patients who require Hungate, SATS PCEO.Ms Ho Ching, CEO of Temasek Holdingsand Patron of Assisi Hospice, graced the day care services, the idea Truly, each and every one of theseevent and flagged off the 10km and 5km volunteers, as well as the runners who ranrun, with our President and Chief Executive of organising a charity run for charity, bore the SATS brand promiseOfficer, Mr Alex Hungate. – passion to delight – through their self- took its root. ” sacrificial spirit! As Winston Churchill saidThe Be Active @ SATS Charity Run “We make a living by what we get, but weattracted more than 400 enthusiastic MS LILIAN TAN make a life by what we give.” Together, therunners, who signed up for the 10km, 5km SENIOR VICE PRESIDENT, HUMAN contribution made by everyone at the Beand the 400m Kids’ Dash, including our CAPITAL, SATS Active @ SATS Charity Run will go a longsenior management like PCEO, Mr Goh way to support the palliative care patients atSiang Han, Senior Vice President, Catering the running teams from our Platinum, Gold Assisi Hospice.and Mr Ronald Yeo, Senior Vice President, and Silver corporate sponsors, such as thePlanning and Support Services. Civil Aviation Authority of Singapore, SATS We are pleased to have raised a total of BRF, Horizon Management Services, KPMG, S$150,000 for Assisi Hospice.It also drew the support from the athletes at Singtel and Sunfresh. “I want to thank thethe Special Olympics Singapore as well as

3 PARAMOUNT INITIATIVESATS Premier LoungeAugust Singapore Food Specials - Lunch DelightsI n celebration of the nation’s 51st Don’t forget to follow SATS Premier birthday, SATS Premier Lounge Lounge on Instagram at http://swopped out our lunch menu to instagram.com/satspremierlounge!offer local delights consisting of ourall-time favourites – Chicken Rice, Shiok lah! #satspremierloungeLaksa, Roti Prata, Nonya Kuehs and #majulahsingapuramany more!While the passengers departingduring the National Day period(03 August to 09 August 2016) gotto enjoy the special lunch, SATSPremier Lounge also held a “don’tsay bo jio” event at our lounge inTerminal 1 for all our valued airlinecustomers and partners on 08August 2016. We hope all our guestsenjoyed the lunch get-together andhad a memorable National Day!Passenger Services Passenger ServicesSGST Campaign - Premier Check-in Lounge (PCIL)Arrival & Departure Gates EnhancementIt is important for every frontline staff to create a positive With effect from 27 June 2016, PCILs at both Terminal 1 and 2first impression with impeccable grooming, at the same time have installed digital tablets at the counters to eliminate theconsistently enhancing our service skills to a higher standard with existing hardcopy notices that not only incurred paper and printingStand-Greet-Smile-Thank (SGST) as part of the Passion to Delight wastages but also affected the overall aesthetics of the premiumBegins with ME initiative. facility.As such, Passenger Services Management had extended theSGST campaign to arrival and departure gates following the Apart from being a “Green” initiative, the digital tablets act as theprevious SGST campaign launched at the departure check-in one-stop display featuring multiple Airline and Security collaterals.counters in April 2016. Its sleek design with bright retina display makes it eye-catchingStaff were receiving SGST Mirror Cards stating the SGST and complementing to the marbled counter-top.commandments along with SGST stamp cards to first createawareness, encourage staff to perform SGST, and eventually Airlines utilizing PCIL were delighted and supportive of thissustaining this enhanced service through enforcement. initiative and some have even requested for their advertising materials such as frequent flyer and/or in-flight entertainment to be featured on the digital tablets.

4 MAY 2016 OUR COMMUNITYEmployees of the MonthSATS rewards our staff who have done well and gives recognition to their hard work and effort. Weare pleased to share with you our star employees for the month of May and June 2016!(1st row, from left to right) Nurhazwani Binte Zailani (Admin Assistant, APS Catering), Abdul Gaffar (Equipment Operator), Aminah Bte Yasin Khan Surattee (Operation Assistant, Aircraft Interior Cleaning), Dinah Delgado Ridzwan (Operation Assistant), Tan Ek Seng (Duty Manager, PassengerServices), Kathleen Tan (Corporal), Hamdi Hidayat (Operations Controller, Passenger Services), Janet Wang Hui (Customer Services Officer, Passenger Services), Kanen A/L Subramaniam (Associate, APS Passenger Services), Rogini A/P Nadason (Woman Police Constablel), GurmeetSingh (Customer Services Agent, Passenger Services), Rosli Bin Sharif (Police Lance Corporal)(2nd row, from left to right) Khor Choon Meng (Equipment Operator), Chew Boon Lee (Technician), Aaron Chong (Load Control Officer), Rosalind Tay (Clerical Officer, Passenger Services), Wee Boon Kim (Lead Assistant (Coolport)), Salimi Bin Hassan (Ramp Loading Officer), MohamedSuhaimi Bin Sulaiman (Cargo Coordinator), Rajoo Anbalagan (Refueller, Maintenance), Matilda Chai Customer Relations Agent (Passenger Services), Ridwan Bin Johan (Corporal), Daljit Kaur (Customer Service Agent, Aerolog), Amurthalingam V Subramaniam (Ramp Loading Officer) JUNE 2016(1st row, from left to right) Shelly Del Moro (Senior Admin Officer, APS), Yusof A/L Mohamed (Operations Assistant, ECC), Abdul Salam Bin Othman (Transport Assistant, SSS), Hanisah Bte Rashid (Customer Services Officer, Passenger Services), Peter Krishna (Duty Manager, Import Ops),Sarimah Binte Abdul Hamid (Operation Assistant, Aircraft Interior Cleaning), Sherelyn Planitilla (Customer Services Officer, Passenger Services), Sivananthan A/L Krishnan (Lance Corporal), K Regunathan (Cargo Coordinator), Liu Yang (ADP Driver, Aerolog), Patricia Teo Lee Eng (Supervisor,Maintenance), Jahir Hussein (Duty Manager, Passenger Services)(2nd row, from left to right) Mohammad Ibrahim B Minsawi (Load Control Officer), Low Siong Choo Pearl (Duty Manager,Passenger Services), Lee Kee Ang (Freighter Duty Manager), Png Chee Siang Derek (Baggage Officer), Yong Su Nee (Customer Service Trainer, Passenger Services),Foo Chew Yuen (Corporal), Eric Goh Chin Quee (Duty Manager, CNS), Christine Joy Laag Takeuchi (Ag. Customer Services Officer, Passenger Services), Abdul Mutalib bin Ali (Skipper, APS Apron Services), Tan Gek Huay (Cargo Officer, Systems), Tan Chye Choon (Duty Non- Commis-sioned Officer), Muhamad Sahrin B Abdul Jalil (Ramp Loading Officer) It’s Hari Raya! SATS Gateway Management Walkabout On 09 July 2016, the SATS Gateway Management dressed up in traditional Malay costume and visited various workstations and staff areas, thanking our staff for their “heart” and hard work this Raya! Each SATS staff was given Festive Raya cookies as a token of appreciation too. Staff were delighted to see the management team who came back to the airport for the walkabout. It certainly boosted the festive mood to a higher level!SATS Catering Hari Raya Makan!Our SATS Catering had a Hari Raya makan organized these makan sessions to providesession for the staff on 05 to 06 July 2016. Muslims and non-Muslims with an opportunityOver 3200 meal portions were served to to strengthen their understanding of eachour staff in both ICC1 and ICC2 with an other and celebrate the occasion together,International buffet spread of Muslim, Indian, and in particular to thank the staff for workingOriental and Western dishes to celebrate this hard to deliver the SATS’ premium standardsfestival. SATS Catering Management had to our customers over the festive period.

5 UNLOCKING ACHIEVEMENTSSATS Clinches Changi Airport Group (CAG) First ClassTop Agency AwardJuly 2015 to June 2016It was a proud moment for SATS to be awarded asthe TOP Agency with the highest number of FirstClass Service Act with 108 winners.The First Class Service Act recognises ChangiAirport staff who had been spotted demonstratingany service act that is Above & Beyond the Call ofDuty, the ABCD of service.We believe that our Passion To Delight spirit willcontinue touch the hearts of many passengerswho are handled by SATS staff and we striveto bring on more outstanding services to all ourservice partners. Mr Nazri Othman, Senior Vice President, Passenger Services, SATS receives the award from Mr Tan Lye Teck , Executive Vice President, Airport Management, Changi Airport GroupGroup photo with Mr Tan Lye Teck , Executive Vice President, Airport Management, Chan-gi Airport Group and Mr Jayson Goh, Senior Vice President, Airport Operations Manage-ment, Changi Airport GroupSingapore Airlines (SQ) and SATS win Team Awardat the Changi Airport Quarterly Airport Safety Award(ASA)Thank you for keeping our airport safeThe Changi Airport Quarterly Airport Safety Goh Tor Yuan and Yeng Yi Zong from SQ.Award Ceremony for the First Quarter Besides the SQ/SATS Team Award, SATS2016 was recently held on 19 August 2016. also won a team award with Singapore Airlines Engineering (SIAEC) and 2The ASA aims to recognise Safety acts by individual awards – Jason Ong Chong Yustaff working in Changi Airport who has (Ramp Duty Manager) and Nur Fadzillagone beyond the call of duty to prevent Binte Sani (Customer Service Agent). Bothpotential safety incidents or injuries. of them had shown their alertness andWe are proud of our Customer Service pro-activeness in identifying potential risksAgent Muhd Sadruddin Bin Jalil and Duty and took action immediately to ensureManager Nur Shahrina Bte Abd Rahman the safety at Changi Airport. Our sincerefrom SATS Passenger Services for winning thanks to their dedication in their work.the Team Award along with Godfrey Jalleh, Congratulations to all award recipients!

6 UNLOCKING ACHIEVEMENTS SATS Catering Wins “Best Caterer 2015 – Gold Award” by Cathay Pacific Airways (CX)! SATS Catering was awarded with the prestigious “Best Caterer 2015 – Gold Award” by Cathay Pacific Airways in their Caterer Performance Recognition Programme. Every year, CX will assess each of their caterers based on criteria including safety, innovation, quality, customer satisfaction, assurance of supply and cost. For 2015, SATS Catering not only improved on their 2014 results but also exceeded the challenging target set for 2015, achieving the second highest total score among all the caterers for CX. Receiving this award is a testament to all our colleagues in SATS Catering for their hard work and support. Well done and congratulations SATS Catering!SATS bags top station award from EVAAir (BR) 3 months in a rowWho says it is impossible? We “double-double-confirmed”The SATS team was delighted to know that we have come up as the topstation from EVA Air again, this is a record of 3 consecutive months in arow.An appreciation dinner was organised to thank the hardworking teamwho made this all possible. Ms Selene Lam, BR SIN station manager, MrDaniel Boy, SATS Vice President, Passenger Services, Mr Ben Tan, SATSManager Airline Relations, Mr Timothy, SATS Airline Relations Managerand Ms Karen, SATS Customer Service Manager made a motivationalthank you speech to the SATS team.Staff enjoyed a sumptuous meal and had a fun evening bonding time toreward themselves. Well done BR team!Asia Airfreight Terminal (AAT) successfullyrenewed its ISAGO CertificationAAT has successfully renewed the IATA Safety Audit for Ground AAT has substantially fulfilled the stringent ISAGO qualificationOperations (ISAGO) Certification in May 2016 with immaculate criteria. The team will ensure our strict compliance with thefinding results in the latest audit. systems laid out in the ISAGO programme and achieve a higher level of our safety and service standards.ISAGO program is an internationally recognized system forassessing the operational management and control systems of an Looking forward, AAT will continue to take all necessary steps toorganization that provides ground handling services for airlines. enhance our security & safety standards to always fulfil our core value pledge.

7 UNLOCKING ACHIEVEMENTSAir India SATS Airport Air India SATS Airport Services Private LimitedServices Private Limited (AISATS) Hyderabad (HYD) & Bengaluru (BLR)(AISATS) receives ‘Best Air stations receive recognitions from EmiratesCargo Terminal Operator’ (EK), Cathay Pacific (CX) and Dragon Air (KA)award for the 5th time AISATS HYD and BLR did us proud as that “This is again a testimony to whatAISATS has retained its position as the they received various recognitions from we can achieve together. Keep up the‘Best Air Cargo Terminal’ at Bengaluru EK, CX and KA. good work and very well done.”Internaitonal Airport (BLR) as we haverecently been awarded the “Best Air Cargo AISATS’ excellent performance is alsoTerminal Operator” award by the Indian recognised by CX and KA as AISATSChamber of Commerce (ICC) at the Indian bags a total of 5 awards from CathaySupply Chain & Logistics Excellence Pacific (CX) and Dragon Air (KA) duringAwards 2016, this is the fifth consecutive their Annual Airports Conference in Hongyear that AISATS clinched this award. Kong for their exceptional performance, the awards comprise of:Each year, the ICC recognises andappreciates the eminent stakeholders Emirates awarded AISATS BLR with a. Best Airport Performance – HYDwithin India’s Supply Chain and Logistic “Best Turnaround Performance Award” stationsector. The nominees for these awards are for 2015-2016, two consecutive years atcarefully evaluated on various parameters EK’s Pinnacle Award! b. Best Passenger services groundsuch as operational performance, handling agent 2015 – HYD stationsustainability, quality, safety, customer The award was presented to Mr Samuelsatisfaction and adoption of information Prabhakar, Airport Services Manager – c. Best Safety performance 2015technology. EK BLR at a ceremony held in Colombo – HYD station by Mr Mohammed Mattar, EK Deputy Senior Vice President. On receiving this d. Best OTP Airport Performance 2015 award, Mr Samuel extended his sincere – BLR station appreciation to the terminal, ramp, CLC, maintenance cargo & cabin cleaning e. Best Baggage Handling 2015 – BLR teams who made this possible and said station CX and KA presented the award certificates to AISATS and extended their appreciation and congratulations to AISATS team members for their dedication and hard work.SERVAIR Macau Catering is in recognition of the outstanding service CAS Destination (JAS) hasServices (MCS) won “Best excellence in the provision of inflight catering successfully renewed ISAGOAirline Caterer” from service demonstrated by MCS! certification for the next twoPhilippine Airlines (PR) years With significant number of complimentsMABUHAY! SERVAIR Macau Catering from PR’s passengers and also high ratings “Renewing our ISAGO registration is vital toServices (MCS) was pleased to be awarded from PR’s 4 key areas: (i) Food Planning the sustainability of CAS Destination (JAS)by PR for being the “Best Airline Caterer and Standards (FPS), (ii) Galley Planning as it ensures continuous development of– 2015 PAL Mabuhay Award” in the Asia, and Standards (GPS), (iii) Ground Handling IATA standards, regulatory requirements andMiddle East & China region category. This and In-flight Services Purchasing Division industry best practices within its operations”, (GHISPD) and (iv) Local airport management, said Adji Gunawan, President Director & CEO MCS’ continuous effort to upgrade and ensure of PT JAS. highest level of services and quality paid off and came up as the Best for the Asia, Middle He also congratulates all employees for their East & China region. hard work in maintaining these international and highly recognized standards for CAS This recognition from PR further drives MCS Destination (JAS). to be committed and continue delighting our airline customers with our highest service level and quality standards. Thank You!

8 EXPANDING BOUNDARIESSATS Inflight Catering Centre 2 is Initiating the Ground BreakingExpanding! Left to Right: SATS Chairman Food Solutions Mr TanWith the growth of air travel in the region in develop innovative premium offerings and Chuan Lye, Spring Singapore Director, Food Ms Tongthe recent years, and in anticipation of the to create value for our customers to delight Shuh Lan, CAAS Director , Aviation Industry Mr Danielgrowing demand for meals on board, SATS their passengers with enhanced quality Ng, SATS PCEO Mr Alex Hungate, CAG Senior Vicewill be investing S$18 million to expand its services. President, Airport Operations Management, Mr JaysonInflight Catering Centre 2. Goh, SATS Senior Vice President, Inflight Catering, Mr Goh SianghanThis expansion is expected to enhanceproductivity and increase total productioncapacity across both of its inflight cateringcentres to 115,000 meals a day.The new production line will includeautomated sauce and ingredient dispensersas well as robotic wok paddles – speedingup soup, sauce and rice production andpart of its dishing process. The highlyautomated system will be capable ofprocessing food on a large scale which willin turn enhance consistency in taste andquality as well as further reduce labourintensive processes.To mark the start of this new exciting project,SATS had a Ground Breaking Ceremonyon 01 August 2016, at the field adjacent toits current SATS Inflight Catering Centre2 - the very location which the expansionwill take place. This marks the continuedcommitment of SATS to deliver quality andconsistency in our food and services, toSATS Senior Management with the VIPsLeft to Right: SATS SVP Pax Services, Mr Nazri Othman, SATS SVPInstitutional Catering, Mr Thomas Ching, SATS EVP Gateway Services,Mr Yacoob Piperdi, SATS SVP Human Capital, Ms Lilian Tan, SATSChairman Food Solutions, Mr Tan Chuan Lye, Spring Singapore Director,Food Ms Tong Shuh Lan, CAAS Director, Aviation Industry Mr Daniel Ng,SATS PCEO Mr Alex Hungate, CAG SVP, Airport Operations Management,Mr Jayson Goh, SATS SVP Inflight Catering, Mr Goh Sianghan, SATSSVP Planning and Support Services, Mr Ronald Yeo, SATS SVP Sales andMarketing, Mr Bob Chi

9 EXPANDING BOUNDARIES SATS enters Saudi Arabian Cargo Market in DammamExpanding Boundaries In March 2016, SATS formed a cargo handling In Our Business Network joint venture with Oman Air. That gave us the opportunity to gain a presence in Oman, our first cargo business in the Middle East. We are delighted to share the good news that SATS has just won a tender to operate a cargo terminal in Dammam in Saudi Arabia. In fact, we are the first international cargo handler to be given the right to operate in this large market. We will be building a new cargo terminal in Dammam, within the vicinity of King Fahd International Airport. This new cargo terminal will be SATS’ largest greenfield investment to date at S$40 million. It will be managed by subsidiary SATS Saudi Arabia LLC. To be completed by the first quarter of 2019, the new terminal is capable of handling 150,000 tonnes annually and gives us the opportunity to grow by offering our innovative cargo handling solutions, including dedicated cold chain facility, SATS’ cargo management system COSYS, and certified handling processes for perishables.Forging New Partnership Across SATS’ Network Renewed Partnership Across SATS’ Network SATS would like to express our gratitude to the following airlines for the continued support!SATS welcomes the following new customers into our network! Airline JV. Station National Airlines AAT, HKGAirline JV. Station Singapore Airlines Cargo AAT, HKGAir India Express AISATS, DEL Swiss International Air Lines AAT, HKGSky Angkor Airlines BAIK & BGS, PEK Saudi Arabian Airlines AISATS, BLRVIM Airlines BAIK & BGS, PEK Palau Pacific Airways EGSC, TPEAlitalia BGS, PEK Aerologic GmbH SATS (Freighter Ramp), SINNordwind Airlines BGS, PEK British Airways Lounge SATS, SINJSC Royal Flight Airlines EGSC, TPE Cathay Pacific Airways SATS (Catering & Cargo), SINK-Mile Air SATS, SIN Lufthansa Airlines SATS (Cargo), SINTigerair SATS HK, HKG Qantas Airways SATS (Cargo), SINJin Air TFK, NRT Swiss International Air Lines SATS (Cargo), SIN Vietjet Air SATS, SIN

10 CREATING MILESTONESlvvwwvv 2 Preparations leading to 11 July AirAsia Group Upon knowing that SATS has been awarded the AirAsia Group Cutover business, SATS and AirAsia Group had been working hand in hand towards a seamless cutover. Operational readiness was tracked and shared with AirAsia Group on a weekly basis. SATS also completed more than 10 audits and trainings. An Ops Control Centre was also set up for AirAsia Group. 31 4 1 & 2: Trainings and audits by AirAsia Group 3: Final Management update on operational readiness for AirAsia Group 4: Ops Control Room to house representatives from all relevant departments1 25 3 1. APS 2. Technical Ramp 4 3. Load control 4. Lost & FoundSATS / APS Team Showcase 5. BaggageAll the BU teams had been working tirelessly since Day 1. Let’s have alook at the heroes behind the successful cutover!

11 CREATING MILESTONES1 D-DAY: 11 July 2016 All the detailed pre-planning paid off! We had a successful cutover! 1. Receiving the first flight on 11 Jul 2. SATS Management in attendance of internal audit 3. Receiving the last flight on 11 Jul 4. Lunch on the cutover day 5. Overseas observers from AK, FD and QZ who flew in specially for the cutover 6. Morning Debrief, aimed to act as platform for sharing and troubleshooting 7. SATS in action 243567“ Today marked the first Appreciation Lunch day of our long term partnership and I must On 15 August, the AK and SATS teams gathered for an Appreciation Lunch. Mr Yacoob say that it would not Piperdi, SATS Executive Vice President and Mr Loganathan Velaitham, AK Chief Executive have been made possible Officer (Singapore) also took the opportunity to give Thank You speeches to motivate the without the hard work put staff to keep up the good work! ”in by every single one of you and your wonderful team…I am happy to note that there were zero delays on SATS. Thank you!MR SELVARAJARIVANANTHANAIRASIA STATION HEAD (SIN)

12 CREATING MILESTONESA Culinary Journey with Our Global ChefsImagine starting a good meal biting are part of the repertoire of over a SATS Culinaryinto a moist and wholesome Soy and 100 dishes tasted by our guests at Consultants at theLinseed Roll, followed by an appetizer the “A Culinary Journey with Our event: (Left to right)of Singapore Chili Crab Tofu Salad, Global Chefs” event on 18 August. Chef Deanthen having a choice of mains of either Brettschneider, Chefa Korean Oli Bulgogi (Duck Bulgogi) SATS Catering has engaged 5 Eric Teo, Chef Gwakor an Indonesian Manado Deep Fried international chefs – Global Baker Man Kuen, PCEOFish in Rica Sauce, before a sweet Dean Brettschneider, Singapore Mr Alex Hungate,ending to the meal with a warm and Celebrity Chef Eric Teo, Indonesian Chef Idham Mirwan,comforting Chinese Yellow Fungus with Prominent Chef Idham Mirwan, Chef Qian Yibin andPeach Resin and Osmanthus dessert. Korean Award-Winning Chef Gwak Director of Kitchens Man Kuen and China Celebrity Chef Rick StephenThis meal, a culinary journey Qian Yibin to become our SATStransporting you to the various Culinary Consultants (“SCCs”).ends of the world with every bite, At the luncheon event on 18 August, guests were able to meet these range of contemporary and traditional chefs in person, and tasted the dishes, as well as tastes and many delectable creations by both textures. Another first from SATS, the SCCs and our SATS culinary this will enable its airline clients powerhouse. The reviews of the meals to further differentiate themselves offered at the event was astounding. to deliver to their passengers an even better onboard experience. The SCCs further enriches SATS’ ability to offer new flavours, a widerQantas Airways (QF) renewed close partnership with DHL, there is more potentialcargo partnership with SATS growth to be unleashed.Qantas Freight and SATS have once again SATS is glad to be partners with K-Mile once againreaffirmed our partnership. We are honoured to and we shall grow the cargo business together inhave Mr Nick McGlynn, Chief Operating Officer the near future.of Qantas Freight, in Singapore for this joyousoccasion. This marks the strong collaborationbetween SATS and Qantas Freight for the manyyears to come. SATS Congratulates EVA Air (BR) for winning the Prestigious SKYTRAX 5-Star Ranking! SKYTRAX, an international air transport standards and quality rating organization, awarded EVA Air its prestigious 5-Star Airline Ranking during a special ceremony in Taipei, Taiwan in June 2016. Our heartiest congratulations to the EVA Air team once again!K-Mile Air (8K) resumes flight into Vietjet Air (VJ) Customer ServiceSingapore (SIN) Reward intiativeK-Mile made a strong come-back into SIN with 5 In line with APS’ SGST campaign, Vietjet Airtimes weekly flight on the BKK-SIN-BKK route on Station Manager, Mr Vincent Yong, kick-starts the05 July 2016. The freighter aircraft can carry up quarterly Vietjet Air Customer Service Rewardto a capacity of 17 tonnes of cargo paired with its Initiative to reward the 2 best performing staff who exhibit exemplary service standards with Vietjet air-tickets. Congratulations to Principal Associate Shasikala and Senior Associate Elangovan for being selected as the pioneer recipients of this award!

13 CREATING MILESTONESTigerair (TR) returns to Beijing Aviation Beijing Aviation Ground MacroAsia Cateringthe SATS HK family Inflight Kitchen (BAIK) Services (BGS) celebrates Services (MACS) uplifts commences catering inaugural flights with VIM meals onto EVA Air’sWe are delighted to announce that services to VIM Airlines Airlines (NN), Sky Angkor (BR) third additional flightwe have Tigerair (TR) back to SATS (NN) and Sky Angkor Airlines (ZA), Alitalia (AZ) into Manila (MNL)HK! Airlines (ZA) and Nordwind AirlinesTo express our warmest welcome (N4) BR has increased a daily flightand appreciation to Tigerair, we BAIK management and staff was to its TPE-MNL-TPE route andpresented the passengers with some pleased to welcome both VIM Airlines June and July were busy months for has contracted with MACS forchocolates and goodies at check in and Sky Angkor Airlines who joined BGS as they receive in total 4 new meals uplift for the flight! This newcounters and boarding gates on the the BAIK family on 22 June and 13 airlines - from Russia, Cambodia and additional flight arrived in MNL onfirst day. Our staff are passionate July 2016 respectively. Italy. 06 July at mid-night and departedabout excellence and we strive to as scheduled. MACS also preparedgive our best to deliver enjoyable and VIM Airlines operates from Beijing CALENDAR OF EVENTS a special congratulatory cake topleasant customer experiences. (PEK) to St Petersburg (LED) – One celebrate this occasion with the BR’s of the world’s most beautiful cities! 22 JUN: crews.AISATS welcomes Air St. Petersburg has all the ingredients The Russian carrier – VIMIndia Express’ (IX) first for an unforgettable travel experience Airlines (NN), commenced 1 BR MNL station manager Msflight into Indira Gandhi from high art, lavish architecture, wild weekly non-stop flight between Jennifer Chiong wrote a thankInternational Airport (DEL) nightlife, an extraordinary history St. Petersburg, Russia and you note to MACS thanking them and rich cultural traditions that have Beijing, China. for the hardwork for meeting their inspired and nurtured some of the requirements. Jennifer added that modern world’s greatest literature, “We are confident that with our music, and visual art. continuous partnership based on excellence and innovation, we will provide a better flying experience to our passengers.” Sky Angkor Airlines operates from 14 JUL: Beijing (PEK) to Siem Reap (REP). The Cambodia carrier – Sky Founded in 2010, the airline is Angkor Airlines (ZA) commenced known with the slogan “Fun Flight, 3 weekly non-stop flights from Smart Choice”, the ideal airline for Siem Reap, Cambodia to a trip to Vietnam and Cambodia and Beijing, China. provides the most reasonable priceAISATS DEL welcomed a new and customer-oriented schedule. 19 JUL: TFK welcomes Jin Air’smember, Air India Express, to its The national carrier for Italy – (LJ) inaugural flightfamily! Both of the two direct services aim Alitalia (AZ) resumed flights to into Narita International at boosting the tourist market and PEK for the first time in three Airport (NRT)Air India Express commenced its have helped tourists from China to years. AZ restored the Rome –flight operations from Indira Gandhi explore the rich tourism resources Beijing – Rome non-stop flights TFK was selected as the designatedInternational Airport (DEL) on 15 in St Petersburg and Angkor Wat, as part of their long-haul network catering partner for Jin Air (LJ)May 2016. At the boarding gate, especially the latter, which is one of development plan for bilateral effective from 01 July 2016. Foundedpassengers were greeted by Mr the seven wonders in the world. economic cooperation, also in 2008, Jin Air started as one of theAshwani Lohani, Chairman, Air facilitating import and export of low cost carriers in South Korea andIndia, as well as by Mr. Mahenthiran cargo, and encouraging tourism a 100% owned subsidiary of KoreanPonnudurai, Senior Vice President, between the two countries. Air. In 2016, Jin Air has expanded toAISATS-DEL and Mrs Meenakshi 5 domestic cities and 25 internationalDua, Executive Director, North 27 JUL: destinations.Region, Air India. Another Russian carrier – Congratulations to LJ on itsA traditional candle lighting successful launch and we lookinauguration ceremony was held Nordwind Airlines (N4) forward to many years of partnershipto celebrate this prestigious event. ahead!Passengers taking the Air India commenced 2 weekly non-Express flight were all full of smilesand departed with a promise of stop flights from Ufa, Russia tounforgettable travel experience withAir India Express. Beijing, China. BGS welcomed these 4 new airlines and is honoured to be the preferred ground and cargo handling partner in Beijing Capital International Airport (PEK).

14 B U I L D I N G B O N D SSATS Customer EventGolf Championship 2016SATS hosted another successful Golf Congratulations once again to all golfChampionship event on 19 August 2016. winners! And a BIG THANK YOUWe were blessed with clear blue skies at to everyone who made it to the golfthe Laguna National Golf and Country event and networking. Till the next GolfClub – Masters course that afternoon. Championship! SATS Customer Event SATS Durian Party 2016 August – apart from being our Nation’s birthday month, is also the month for Durian lovers! SATS held a little gathering with our airline customers (who are also durian lovers!) for a Durian Party at the Marina Bay Cruise Center.

15 SATS Hari Raya Lunch 2016 The annual Hari Raya Get-Together Luncheon was held on 26 July 2016 at IndoChili – a cosy restaurant located at Zion Road which serves authentic Indonesian cuisine. Friendships were built or renewed over delightful food and merry conversations. Our sincere thanks to all our Muslim friends who took time off your busy schedules to join us in the luncheon!SATS connects with its customersthrough coffee and (of course) food!Coffee Appreciation withSkyTeam Member AirlinesStrong aromas of freshly brewed coffee filledthe air of Highlander Café on 27 May 2016as SkyTeam member airlines and SATS teamenjoyed different types of gourmet coffee whilelearning the history and making of coffee duringthe Coffee Appreciation session organised bythe SATS Catering team. To end off the session,everyone got a chance to make their own coffeeand enjoyed it with some snacks over fruitfulconversations.Ramadan Break FastDinnerIn the holy month of Ramadan, SATS CateringTeam invited our Muslim customers to join usfor a break fast dinner on 23 June 2016. ESCAzzard and SC Ahmad Asmi Yousef whipped upan impressive spread of Middle Eastern and localdishes like Soup Kambing (Mutton Soup), ArabicMixed Grill, Mixed Seafood in Crab Sauce, RotiJala and Curry Chicken and Shrimp Omelette, justto name a few. Needless to say, it was a wonderfulnight filled with food and friendship.

16 HEARTFELT COMPLIMENTSTheir (SATS SSS staff) concern My heartfelt appreciation for Please extend our sincerest I would like to extend my sincerefor my well being extended far the NZ team that was with me appreciation to Mr Ng Lai Seng from thanks to your team that did thebeyond the fact that I do have some throughout the delay assisting me SSS who handled a very verbal cancelled flight WY824 / 07Aug.mobility issues. They made the with all sorts of issues and I am passenger who was anxious and They showed great teamwork,journey an absolutely memorable glad that we have eventually made worried about her connecting flight communications, customer servicepleasure. The gentleman who it in time (before crew have to to DPS. Uncle Ng was very patient, and dedications in assisting myassisted me from the plane to step down) for the aircraft to push even though he was repeatedly disrupted passengers to ensurethe Taxi stand was such a gem I back after 5 hrs and 24 mins of yelled at, all the way from arrival, that my passengers and crew werereally felt akin to being of celebrity creeping delay. Thank you to DM up to Terminal 1’s AirAsia counter. checked in on the right flight andstatus. It was in fact a comparable Karen, ARM Timothy, Jessica, Iris, Uncle Ng’s positive attitude assisted them all the way. Thankexperience when arriving back Anusha and William who were at towards a difficult passenger’s you DM Andrew Ong, DM Aida, CSOinto Melbourne on the 30th. the check-in, boarding gates and behavior was commendable and Rita Devi, CSA Fung Lixuan, CSAMy sincere Thanks to you all and SATS premium lounge to assist he really deserves recognition for Angeline Gan, CSA Sylvia Boon,I look forward to flying with you the passengers. Thank you for the the patience that he carried with CSA Sunny Fang, CSA Ng Shermin,again at some time in the future. dedication and commitment of the him throughout serving such a MH CSO Desmond Heng.All the best! original NZ team on duty – CSO passenger. Nadia, CSO Khairil, CSA Aishah, I can’t thanked them enough for this Henry CSA Suphit and CSA Lily for their Edwin Yee morning flight disruption. Well done Passenger of Singapore Airlines assistance to push everyone and General Manager and keep up the good work. assist in the contingency planning. Airport Operations & Cargo SingaporePlease extend the appreciation DTM Yvonne for proactively Siti Aishah Bte Mohamed Hassanto the staff who was vigilant and engaging me to assist me if we I would like to compliment Siti Airport Duty Manager (SIN)have detected the DG tendered in require assistance to transfer Fadzillah for a job well done Airport Operationsundeclared. pax to SQ flight to AKL and also for last night’s flight disruption to follow up with AIC back to the handling for QF37/MEL. She The first good impression thatThanks for the corrective measures aircraft. The ramp team for the had gone beyond the call of I have for Mr. Mohd Kassimtaken. My HKG team has extended very quick offloading and loading duty to assist the passenger was his helpfulness in loadingtheir appreciation to your team for of 5 containers given such a short with reservation and hotel few baggages for the outboundthe good job done. time was amazing. This allows us accommodation. Please pass customers to Sydney for his to push back before crew operating on my sincere THANK YOU! co worker and then served me George Samuel P hours expire. Last but not least Her work attitude deserves personally later. Assistant Cargo Services Manager the SSS team’s full assistance/ commendation and her follow support to the disembarkation and up email to me to keep me He volunteered asking if I would Singapore Cargo Department boarding of the wheelchair in a updated on what she had done like to have seat changed to very timely manner to prevent any is just impressive. Good Job Siti forward row though I had beenThe staff on duty there were very further delays to the flight. Thank Fadzillah!! pre assigned. His gesture offriendly and helpful.They have you so much! jumping off his seat looking for infodemonstrated the following: Jason Chua on my mileage request was not• Genuinely welcomed me Tresa Mok Premium Host something that other agents wouldand I felt acknowledged and Airport Manager Singapore do. I would like to congratulate youappreciated. I would like to compliment the for having such wonderful staff• Approachable, available to help Offshore Airports BA Team for great team spirit, who takes his job in radiating hisand anticipated my needs. managing the overbooked flights happiness surrounding us.• Shared relevant information and I would like to compliment SATS and helping each other onceknowledge with me to enhance staff Zann Phua for her alertness. their flight had departed and not Lastly, Ms. Jaclyn Lee andmy experience in a way that was She has detected a Passenger forgetting to continue the BA Ms. Dewi Hermawati were aseasy to understand. with less than 6 months validity on Service Hallmark. After their own welcoming and friendly after hours her passport. Keep up a good work gate duties completed, the staff at work. I am sure though many Mr. Buesnel for a job well done! made their way to the next gate do not write in, the appreciation BA Silver Card Holder BA12 knowing of the manpower is heartfelt. Please convey my Daniel Yau shortage. To top it all, we made commendation to your staff and Assistant Traffic Supervisor On time departure for all 3 flights keep up the good spirits in making despite of all the challenges like SATS agents top-notch as already RB would like to extend our thanks GOEM survey and adhoc APD well known. to you and your team for assisting audit at counter and BA16 gate. us on the last minute request You cannot beat the camaraderie Karen Lau to uplift heavy AOG cargo on in this great team … kudos to Passenger of Air China board BI422/24 Aug16. We really everyone. appreciate your kind effort. Julia Lew Osman Abdul Rahman CS Duty Manager SIN Station Manager – Singapore For any feedback or enquiries, please contact Ms Yuki Chan (+65-6541-8035, [email protected]).Passion To Delight is for the private and general information only of our clients and partners. 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