Passion To Delight - Issue 32

ISSUE MAY 17 32OSAffTicSiael CLoaumnmcherce AirHubThe future delivered!04 DFASS SATS 05 SATS ranked top 07 SATS Saudi Arabia 10 SATS staff won “Going Launches New 16th in Employer completed Start-up the Extra Mile” Award Handheld Point-of- Brand Research Terminal in Dammam for Service Excellence Sale (POS) Device 2017 by Changi Airport “Kris-Buddy” for Group Singapore Airlines (SQ)

2 COVER STORYSATS eCommerce AirHubThe First Fully Automated Airmail Sortation System in AsiaForeseeing the rapid increase in ecommerce captured real-time via this automated system. officiate the launch of our eCommerce AirHub.traffic in the region, SATS had ventured into As a result, online shoppers, freight forwarders In his opening speech, Minister Iswaran saidcollaboration with Singapore Post to set up a and airlines can enjoy the benefits of quicker that Singapore is well placed to ride on thenew 6,000 square meter automated facility – turnaround, greater connectivity and region’s growing e-commerce business. Hethe SATS eCommerce AirHub – launched on increased transparency. added that: “Within South-east Asia – the13 April 2017! e-commerce will be an world’s fastest-growing Internet region – the important growth driver user base is expected to grow from 260 millionSATS is the first ground handler in Asia users today, to around 480 million users byto operate such an air-side facility. This 2020. Driven by this growth, the Internet economy in the region is projected to reach“collaboration is an integration of SATS’and Singapore Post’s Airmail consignment for the logistics industry, US$200 billion ($279 billion) by 2025.”operations, enabling single scanning andsorting. In the past, mails and parcel bags and the new e-commerce Co-funded by the Civil Aviation Authority ofneed to be towed between facilities, but now,they will be handed to Singpost for immediate facility will strengthen Singapore (CAAS), CAAS Director-Generaldelivery. Changi Airport’s ” Kevin Shum said that their collaborationWith this automated sorting system, the attractiveness and value with SATS is part of their effort to transformAirHub can now process 1800 mailbags per proposition as a leading Singapore Aviation, make the sector more air hub. efficient and competitive, create better jobs and improve productivity using technology.hour compared to the previous 500 mailbags MR S ISWARAN– an improvement up by three folds. The total MINISTER OF TRADE AND INDUSTRY eCommerce is expected to continue its rapidturnaround time has also been reduced by half (INDUSTRY) growth in the region, with the fore-sight of this– from six hours to three, allowing mails and focus in the cargo industry, SATS is ready withparcel bags to be connected to earlier flights higher capacity to handle the future growth.for faster delivery. Furthermore, traceability We are honoured to have Mr S Iswaran,is made easily available as all lodge-in are Minister of Trade and Industry (Industry) to

COVER STORY 3 TRACING INVESTORS FOOTSTEP: Several leading e-commerce companies have invested in Singapore: • Alibaba has invested US$1 billion in Singapore-based e-commerce start-up Lazada Group • Rakuten has established its Asia headquarters in Singapore • Local start-ups such as Zalora and Reebonz have ventured into regional marketsTrade and Industry (Industry) Minister S. Iswaran placing a parcel in the in-feed station The automated sortation system at SATS eCommerce AirHubA eCommerce AirHub specialist explaining the sortation SATS SVP Cargo Services, Mr Wong Chee Meng explaining Guests who attended the official launch had the privilege tosystem matrix to Minister Mr Iswaran the sortation process to Minister Mr Iswaran and SATS walkthrough the eCommerce AirHub process conducted by Chairman Ms Euleen Goh. the SATS Cargo teamMailbags are automatically sorted and delivered to SingPost (co-located in same building) for immediate delivery

4 PARAMOUNT INITIATIVEDFASS SATS Launches New HandheldPoint-of-Sale (POS) Device “Kris-Buddy” forSingapore Airlines (SQ)DFASS SATS’s commitment tocontinuously offer its airline customers acomplete end-to-end inflight retail solutionand experience has culminated in thelaunch of a new handheld POS device –“Kris-Buddy” for Singapore Airlines. It isan upgraded version of KrisShopper, theoriginal onboard handheld POS device.Kris-Buddy leverages on DFASS SATS’ more intuitive/ user friendly as it requiresin-house proprietary next generation fewer steps in performing the same function.handheld technology with proven back- Moreover, cabin crew are now able to accessoffice to create a better selling experience vital information such as product description,for the cabin crew. As they play a pivotal price and storage location all at theirrole in the inflight sales cycle, it is necessary fingertips. This also greatly enhances theto support and equip them with the latest passengers’ inflight shopping experience.state-of-the-art POS device so as to drivesales. On 14 February 2017, a trial was conducted on all direct Europe flights from Singapore.Kris-Buddy allows for a quicker and From 1 April 2017, Kris-Buddy has beeneasier sales transaction process as successfully implemented across all SQthe functions had been automated. For flights.example, exchange rates were previouslycalculated manually. Now, it is retrievedfrom the device automatically. It is also“Healthy Body, SharpMind” CampaignOn 17 April 2017, SATS Premier Lounge launched a 2week “Healthy Body, Sharp Mind” campaign in partnershipwith BRANDS Essence of Chicken.Our valued airline partners and colleagues were invitedto join us in the launch of the campaign. It was ajoyous occasion with light refreshments served. Healthprofessionals were available on site to perform bodycomposition analysis, measuring fat mass, bone mass,BMI, BMR, metabolic age and visceral fats. Our friendlymascot joined us in the fun as well! For the next 2 weeks,BRANDS- Essence of Chicken will be readily available forconsumption in SATS Premier Lounge Terminal 1, 2 and 3.Together, let’s stay Healthy and Sharp!

5 OUR COMMUNITYSATS Gateway Services Seminar 2017 Round table session with SATS Senior ManagementSATS EVP Gateway Services, Mr Yacoob Piperdi kicked-start the Seminar with our priorities in the new year aheadThe first of the bi-annual seminar was held on ‘Remaking Passenger Services’, ‘Doing More A warm reunion with our JV heads02 May 2017 at the Marina Bay Cruise Centre with Less’, ‘Blossoming Hubs’ and ‘CustomerSingapore. Attended by AOs and above, & People’.EVPGS started the seminar by sharing howwe fared in FY1617, followed by our targets After lunch, a round-table session was heldand priorities for the new FY. The SVPs then with Senior Management and JV heads to alignshared their presentations on topics such as strategies and key performance indicators.‘Digital Airfreight and Connected Corridors’,SATS ranked top 16th company in LITTLE BOOKMARK:Randstad Employer Brand Award2017! All 150 organisations are then ranked on brand awareness and 17 key metrics of employer attractiveness:SATS is ranked the top 16th company in Singapore most want to work for by Randstad! 1. Career progression opportunities 2. Conveniently locatedHeld sixth consecutive year in Singapore, the Randstad Employer Brand Award, 3. Diversity managementpreviously known as the Randstad Awards, is presented each year to the most 4. Environmentally & socially aware (CSR)attractive employer in 26 countries after surveying over 160,000 global respondents. 5. Financially healthyIt is the most extensive employer branding research programme in the world. 6. Flexible working arrangements 7. Good trainingIn Singapore, over 5,000 employees and job-seekers between the ages of 18 to 65 8. Good work-life balancewere surveyed. SATS was among the top 75 in the past few years, but this year, we 9. Interesting job contentmade it to the top 20! 10. International/global career opportunities 11. Long-term job securitySATS has always believed that each and every staff is an asset to the company, and 12. Pleasant working atmosphereput in lots of effort in training and grooming our staff. We believe we can achieve 13. Quality products & servicesgreater heights as one. 14. Salary & employee benefits 15. Strong image/strong valuesCongratulations once again to SATS! 16. Strong management 17. Uses latest technologies

6 OUR COMMUNITY Employees of the Month JAN 2017 SATS rewards our staff who have done well and gives recognition to their hard work and effort. We are pleased to share with you our star employees for the months January and February 2017!FEB 2017

7 EXPANDING BOUNDARIESSATS Saudi Arabia completed Start-up Terminal in Dammam During his recent visit to Dammam, Saudi Arabia on 24 April 2017, Mr Yacoob Piperdi, SATS EVP (Gateway Services) joined key officials from King Fahd International Airport (KFIA) on a tour of our newly completed Start-up Cargo Terminal, led by General Manager SATS Saudi Arabia, Richard Lee. The 4,000sqm Start-up terminal has a handling capacity of 50,000 tons per annum and is ready for operations pending delivery of 3 security screening machines. During the same visit, the airport authorities were also briefed on the progress of our Main Cargo Terminal. With the tender for construction expected to be awarded in mid-May 2017, construction of the Main Cargo Terminal is scheduled to start in June 2017 and to be completed by 1Q 2019.Expanding Boundaries In Our Business NetworkForging New Partnership Across SATS’ Network Renewed Partnership Across SATS’ NetworkSATS welcomes the following new customers into our network! SATS would like to express our gratitude to the following airlines for the continued support!Airline JV. Station Airline JV. StationGoAir AISATS, BLR Asiana Airlines SATS HK, HKGJet Airways AISATS, IXE Nippon Cargo Airlines SATS (Cargo), SINACS Cargo SATS, SIN Uzbekistan Airways SATS, SINRaya Airways SATS, SIN FedEx SATS, SINEthiopian Airlines SATS, SINYakutia Airlines TFK, NRT

8 CREATING MILESTONESBritish Airways (BA) created “Red Nose Day” presence in Singapore! DID YOU KNOW?On 24 March 2017, at Changi Airport Nose Day – Make Your Laugh Fong Siew Kar participated in this Comic Relief is a majorTerminal 1, British Airways’ check-in Matters” across its network stations meaningful cause, they were the key charity based in the UK, withstaff dressed up in red top, paired with to raise awareness of this charity “comedian” photo-shoot models who a vision of a just world, freea red nose while serving travelling organisation and encourage people would cross-dressed when someone from poverty. The mission ofpassengers. If you wonder what was to donate and help the needy people made a donation! Travellers who Comic Relief is to drive positivegoing on, the BA team was supporting around the world, through providing made a donation could also choose to change through the power ofa meaningful cause to raise fund for comedy and entertainment to bring home a special-made cupcake, entertainment. Since their firstComic Relief. donors. BA Vice President Customer red nose plush toy or a red nose day set up on Christmas day 1985, Service and Operations, South Asia hand band. they have been doing twoBritish Airways organised an and Pacific, Mr Paul Mooney and major fund raising campaigns,international campaign: “The Red Singapore Airport Manager, Mr and the Red Nose Day is one of them. All funds raised are channelled to help tackle the root of poverty or people living tough lives in UK, Ethiopia, Africa and other countries in the world. The Red Nose Day has become something of a British institution, providing comedy and entertainment to inspire people to give generously.Vietjet Air (VJ) commences its third SATS celebrates Fiji had the opportunity to take a pictureflight into Singapore (SIN)! Airways’ (FJ) 1st at the instant photo-booth, a cake- Anniversary in Singapore! cutting ceremony was held and to top it off, 4 lucky passengers walked away with attractive lucky draw prizes!Vietjet Air recently added Hanoi-Singapore-Hanoi route – the third It was a year ago when Fiji Airways SATS would like to congratulateinternational flight into Singapore. Passengers can now travel to Hanoi with commenced its first flight into Fiji Airways in achieving this keyone more flying option via VJ’s daily flight out of Changi Airport. Singapore on 05 April 2016, Fiji milestone at Changi Airport, we are Airways became the first direct flight honoured to be your chosen partnerThis special occasion was graced by VJ Vice President, Mr Nguyen Duc that connects Singapore to the South for both Ground Handling andTam, Changi Airport Group Managing Director Airhub Development, Mr Lim Pacific island in Nadi – a lovely island, Catering.Ching Kiat, and SATS Senior Vice President, Sales and Marketing, Mr Bob and definitely a new and excitingChi. As a token to VJ’s passengers, each of the arriving tourist destination for Singaporean Vinaka! (Thank you!)and departing passengers on VJ’s Hanoi first flight to venture into, vice versa, at thereceived a box of SATS chocolates. same time, Singapore also became one of the most popular destinationsSATS is honoured to have achieved this important for Fijians, be it for sightseeing,milestone with Vietjet and look forward to its further shopping, or transit to other parts ofexpansion plans at Singapore Changi Airport! Asia with much more convenience. In celebration of Fiji Airways’ first anniversary in Singapore, passengers travelling on this anniversary flight

9 CREATING MILESTONESAsiana Airlines (OZ) – SATS Supports Xiamen AISATS Bengaluru (BLR) International Airport in Denpasar BaliSATS – SIAEC Continued Airlines (MF) on its online now handles operations which carried a total of more thanPartnership booking menu for GoAir (G8) 1,500 passengers were handled smoothly. The handling during the entire duration of the visit certainly speaks volume of the capabilities and professionalism of PT JAS to handle such large scale events that requires detailed planning and coordination.A momentous contract signing Fancy having a Slow-cooked Duck AISATS extended its ground handlingceremony was held on 10 March 2017 Leg with Cordycep Flowers or a service partnership with GoAirlinesto commemorate the continuation Fried Seafood Meehoon on your (India) Limited by handling theof the partnership between Asiana next Xiamen Airlines Business class first flight on 01 April 2017 at theAirlines, SATS and SIA Engineering flight? Now you can enjoy some of Kempegowda International Airport,Company Limited. these delectable dishes simply by Bengaluru (BLR). AISATS is proud selecting it online when you fly with to be their selected ground handling the airline. partner.Mr Jay Park – General Manager, Xiamen Airlines (MF) embarked on AISATS began handling TFK Welcomes YakutiaCargo Services & Contracts specially its online booking menu project two for Jet Airways (9W) at Airlines (R3)came down to Singapore to join us in years ago. Previously, it was only Mangalore (IXE)this joyous occasion. We are glad to available on its ex-China flights but TFK was chosen as the cateringhave the support of Asiana Airlines now, it is available ex-Singapore AISATS has now begun operations partner for the Russian Airline –over the years and we look forward to too, with SATS Catering being the for Jet Airways at Bajpe Airport, Yakutia Airlines (R3) with effect fromeven greater partnership in the many selected partner to support MF to Mangalore (IXE). Jet Airways 01 April 2017.more years to come. execute such a concept – the first started operations on 01 April 2017. overseas station to have this value- Currently AISATS is handling around Yakutia Airline’s will operate twiceRaya Airways (TH) added initiative for its Business class 13 daily flights operated by Jet weekly flights to Narita Internationalsuccessfully cut-over passengers. Airways at IXE. Airport (NRT) from Yuzhno-to SATS Sakhalinsk (UUS) every Tuesday and Friday using Sukhoi SSJ100 Aircraft. It took months of pre-work for MF and PT JAS handled King TFK and Japan Airlines SATS Catering to develop an entirely Salman’s official visits to (JL) celebrates Japanese new menu of 18 dishes for the online Indonesia Traditional Doll Festival booking menu project, with the goal on board to feature both authentic Chinese cuisine as well as Singapore loc- al-favourites to delight its passengers.On 25 April 2017, Raya Airways Besides jointly developing the menu PT Jasa Angkasa Semesta (PT JAS) Japan Airlines partnered with TFK to(TH) had a successful and seamless and operationalizing this project, was appointed the official ground hold a special Doll Festival flight oncutover to SATS in Singapore. A SATS Catering also supported MF handler for King Salman’s official 03 March 2017.celebratory welcome cake was in its various promotional activities visit to the cities of Jakarta and Bali inpresented to the crew onboard the to increase mindshare with its Indonesia from 01 to 12 March 2017. The Doll Festival is a festival forfirst TH flight handled by SATS. passengers. A travel agent event Preparations for the visit started girls in Japan. With this in mind, was also conducted to allow MF’s weeks before the actual arrival which JL assigned one domestic flightTH is a Malaysia-based freighter agent partners to taste the online included the handling of a number of that was meant for females onlyairline serving route Subang - menu, in order to better understand freighter flights. The cargo handled (including flight crews). In addition,Singapore - Subang. SATS is proud the product for its passengers. included mobile electric escalators every year TFK decorates one of itsto be TH’s partner in SIN. and limousines that required special trucks to highlight this event with the The 18 dishes featured during the handling. help of JL staff, this special act has event garnered rave reviews from even attracted the media to report the travel agents, and MF had also All the flights at Halim Perdanakusuma this special event. expressed their appreciation to the Airport in Jakarta and Ngurah Rai SATS Catering team for showing full support and ensuring smooth execution of the project.

10 UNLOCKING ACHIEVEMENTSSATS staff won “Going the Extra Mile” Award for Service Excellenceby Changi Airport GroupAlvin Chee receiving the Outstanding Staff Award Yoshiko Puckett went the extra mile and was awarded the Outstanding Staff AwardSATS takes pride in our brand promise of Passion To Delight. We aim to be the Outstanding Team consisting of Ng Sher Min, Yugathees A/L Narayanan, Vijayafirst choice provider by delighting customers with our innovation and passion. Anand Nadesapillai, Colin Seah Chi-Hian, Veera Rubagavathy D/O RengarajuOn the 09 March 2017, seven of our SATS colleagues were recognised at theChangi Airport Group Extra Mile Award held at Crowne Plaza. This event aimsto recognise outstanding service and honest acts of airport staff who havegone above and beyond their call of duty to delight passengers. The event wasgraced by Guest of Honour Ms Rachel Tan, General Manager of DFS VentureSingapore and all the ONE Changi Leaders. Family members of the awardwinners were also present to share the proud moment with their loved ones.Ms Yoshiko Puckett and Mr Alvin Chee Soo Siong from SATS were awardedOutstanding Staff for Quarter 4, October to December 2016 while theteam consisting of Ng Sher Min, Yugathees A/L Narayanan, Vijaya AnandNadesapillai, Colin Seah Chi-Hian, Veera Rubagavathy D/O Rengaraju wonthe Outstanding Team Award.Kudos to our Winners! #PassionToDelightBeginsWithME!SATS staff recognised resolved. During the forum, Security were also awarded for their vigilance.at TOPSIS Forum for organisations and staff under the Ms Ramona Rashid, from APS is a strongupholding Safety and checkpoint communities, who have supporter and has been proactive in organizingSecurity practices made significant contributions to TOPSIS training sessions for newly employed the TOPSIS programme within the staff. SATS believe in upholding security forOn 08 March 2017, one of SATS Customer past one year was presented with the airport community, ensuring vigilance forServices Agents, Ms Ponkothey A/P Nadarajah awards. all passengers to have a pleasant and safewas awarded with the Individual Award at the journey.Threat-Oriented Passenger Screening Integrated Ponkothey was awarded for herSystem (TOPSIS) Forum 2017 held at the vigilance in identifying a possible forged passport #PassionToDelightBeginsWithME!Immigration & Checkpoints Authority Building, when a passenger produced an Indian passporthosted by Ministry of Home Affairs. but spoke in a dialect native to Sri Lanka. She immediately alerted the airline representativeThe theme for this year’s forum is “Recognise, and relevant authorities for further investigationsReport, Resolve – TOPSIS for a Secure to be made. After some time, the passport wasSingapore”. It highlights the “3R factors” that indeed identified as a false Indian passport.need to be present in the operational culture of Her knowledge and security awareness haveany facility for a suspicious indicator or Tell-Tale assisted the authorities to detect a crossIndicator (TTI) to be detected and successfully boundary security breach. Colleagues from Asia-Pacific Star and SATS

11 UNLOCKING ACHIEVEMENTSSATS won Nippon Cargo Airlines’ (KZ) Monthly AISATS BLR receives BestSafety Award Cargo Handler award for the 6th consecutive time at India Cargo AwardsThe SATS Cargo team who contributed to the safety award! AISATS, India’s premier airport services company was conferred with the ‘Best AirThe hard work and effort in ensuring good An award ceremony was held on 18 April 2017 Cargo Terminal Management Award’ for theDangerous Goods handling in Singapore by our to present the Certificate to SATS by NCA’s 6th consecutive year by the Indian ChamberCargo team has paid off! We have recently been General Manager Singapore, Mr Norishige of Commerce at the 7th edition of Indianawarded the “Monthly Safety Award” from Nippon Kondo. We are glad to have the support from Supply Chain Logistics Summit & ExcellenceCargo Airlines (NCA) Safety Promotion Board for the NCA local team and we look forward to Awards 2017 held in Delhi.the month of January 2017. work jointly to continue maintaining high safety standards! Each year, the Indian Chamber of Commerce presents a series of awards that celebrateBAIK won 1st Runner-up Excellence in Catering excellence in the Indian logistics andAward by Singapore Airlines (SQ) supply chain sector. This annual award function evaluates the nominees on various parameters such as operational excellence, sustainable & green practices, quality & safety in operations, customer satisfaction and adoption of information technology.SQ General Manager China Mr Sia Nam Kung Group photo of SQ team and BAIK team Beijing Aviationpresented the award to BAIK GM Mr Chris Toh Ground Servicesduring the dinner (BGS) won numerous awards in 2016!SATS’ Beijing joint venture Inflight catering partner – Beijing Aviation Inflight Kitchen (BAIK) hasrecently received an award from Singapore Airlines (SQ) – first runner-up in the Excellence in Apart from the two awards above, we wereCatering Award 2015/16! This award is in recognition of good performance by the caterers for the delighted to share with you that BGS haspast year. recently won a number of other awards:There are 3 categories in this award and Beijing falls under category 1 – stations with 15 or more 1. Air France / KLM (AFKL) awardedweekly flights. The performance is measured using the following criteria: BGS for “Best Deep Cleaning Station, Worldwide 2016”1. Service Performance Survey,2. Cabin crew voyage reports, 2. Delta Airlines (DL) awarded BGS as the3. Compliments and complaints ratio, and “Best Station, Asia 2016”4. General assessment, etc. 3. AirBridgeCargo Airlines (RU) awardedAn appreciation dinner was organized by SQ with the BAIK team on 10 March 2017, SQ General BGS for “Highest Export Cargo LoadManager China Mr Sia Nam Kung presented the award to BAIK GM Mr Chris Toh during the dinner. Factor, Asia 2016” 4. Last but not least, at the Airports Council International (ACI) Airport Service Quality (2016), BGS achieved a score of 4.98 out of 5 – A Top Score in Beijing (PEK) out of 5 Passenger Handling Companies Congratulations once again to the BGS’ team!

12 UNLOCKING ACHIEVEMENTSTFK awarded Top Beijing Aviation Ground Services (BGS)Caterer by Air Tahiti awarded 2nd consecutive “Best PerformingNui (TN) Ground Handling Agent Award” by Hong Kong Airlines (HX)TFK was awarded as Air Tahiti Hui’sNumber One Caterer in its network.The Award was based on zero crewreports from January 2016 in additionto the results of Medina Corporationinspection results. An Award Ceremonywas held at TFK’s Main Facility on08 February 2017.Swiss WorldCargo (LX) Beijing Aviation Ground Services (BGS) HX DGM Robin Duan thanked BGS for theBeijing wins “The SWC was delighted to have been awarded the hard work and effort in retaining the ChampionProfitability Leader Peak prestigious “Best Performing Ground Handling award, adding that BGS’ final result wasAward 2016” Agent Award” for 2016 by Hong Kong Airlines actually 2 percentage points higher than the (HX). This is the second consecutive year previous year’s achievement. Although HXSwiss WorldCargo Beijing won the “SWC that BGS has won the best ground handling and BGS have a long-standing partnershipProfitability Leader Peak Award 2016” company award from the airline. in PEK, Robin expressed appreciation forduring the yearly Swiss WorldCargo the strong support from BGS company-Forum organized in March 2017. wide during the past 2 years, from the BGS Management to the staff on the ground. TheLisa Du Jiawei, Manager Cargo Beijing, award represents the well-deserved fruits ofsaid: “All of our team members are very labour.happy to be recognized with this awardand I would like to take this opportunity Award Presentation, L to R: BGS General Manager BGS Chairman and Party Secretary Yanto thank BGS for the continuous support Willy Ko, BGS Chairman and Party Secretary Yan Han expressed delight and appreciationin the past 5 years. Without your Han, HX DGM (Airport Services China Region) Robin in receiving the award. He noted that thiscontribution, we cannot get this award. Duan success was accomplished through years ofThis is an achievement for all Beijing mutual trust, understanding and cooperation.team, our GHA Partner and our Clients.” HX Deputy General Manager Airport Services Yan Han believes that BGS can still improve China Region, Mr Robin Duan, presented in some areas, but the recognition from HXBGS is proud to be the cargo handling the award to BGS Chairman and Party will provide further encouragement for thepartner of choice for Swiss WorldCargo Secretary Yan Han, BGS General Manager company to continue growing together within PEK, and we look forward to creating Willy Ko, and the BGS Heads of Departments the airline towards greater heights.more value together with all our partners. during a meeting on 12 April 2017 at BGS Headquarters. BGS is honoured to be HX’s partner in PEK, and we are excited to continue our journey in service excellence and mutual value creation for all our customers. The annual award is based on the airline’s performance review assessments in Safety / Security, On-Time Performance, Customer Satisfaction, Ancillary Revenue and the Overall Service Quality of their ground handling agents worldwide.

13 UNLOCKING ACHIEVEMENTSAmerican Airlines (AA) Hong Kong Station won the Evergreen Sky CateringChampion Cup Winner of Year 2016 Corporation (EGSC) won “QSAI Award ofAmerican Airlines (AA) – HKG station, was great achievement. Excellence 2016 Silverawarded the Champion Cup Winner of Asia”Year 2016 at the Champions Cup and All- Brian Chow, General Manager for HKGStar Celebration in Dallas, beating all 94 said: “We had faced different challenge over Evergreen Sky Catering Corporation,international stations within the AA network. the year, weather, capacity and disruption who stood out among 54 audited caterersAA HKG station had previously been awarded etc, however we had gone through and in Asia, was awarded the “QSAI Award of2 quarterly wins – 3Q and 4Q 2016. overcome the challenges by working and Excellence 2016 Silver Asia” at the QSAI sharing together as one team. Thank you Excellence Awards Ceremony held onThe Champion Cup measured a score based very much to all of you once again for your 22 February 2017 in Athens, Greece. It ison “On Time Performance for Departure” and continued support, we looking forward for not only the greatest recognition given by“Mishandled Bags ratio”. In recognition to the another great year and we are hoping to the Medina Quality – an IATA long-termteam members who contributed to attaining win the cup one more time.” strategic partner, but also a great honourthis award for AA, five SATS HK staff from to EGSC for recognising its dedication inpassenger, ramp and baggage were invited SATS HK is honoured to food safety and quality.by AA HKG to participate in the dinner party be a strong partner servingin Dallas Fort Worth Texas in early March AA. Congratulations to AA! Medina Quality (“MQ”) is an international2017, sharing the happiness together for this food assurance services company headquartering in Montréal, Canada.SATS HK won “Corporate Safety Performance The Quality & Safety Alliance for InflightAward” 2016 Services (“QSAI”) is a community of the world’s top passenger carriers working(Left) Mr. Richard Tan, SATS HK General Manager, (Left) Ms. Helen Lo, SATS HK Service together with their on-board caterers toreceiving the 2016/17 Airport Safety Recognition Performance & Standards Manager, and (Right) drive excellence in the safety, quality,Scheme - Corporate Safety Performance Award the Awardee Mr. Pang Sze Chung. & value of on-board food. With over 30from (Right) Ms. Vivian Cheung, Deputy Director, years’ experience and over 15,000 foodAirport Operations of Airport Authority Hong Kong safety and quality audits conducted(AA). worldwide in the food safety and quality assurance field, MQ makes sure theOn 23 March 2017 at the Airport Safety Recognition Award Presentation Ceremony, we most up-to-date scientific knowledge andwere proud to share that SATS HK won the “Corporate Safety Performance Award”. legislative requirements are incorporated into every audit.The Airport Safety Recognition Scheme is held annually by the Airport Authority ofHong Kong to recognize the contribution of airport staff who had displayed outstandingperformance in maintaining airport safety for the year 2016.SATS HK was presented the “Corporate Safety Performance Award” in the corporatecategory. In the individual award category, SATS HK staff Mr Pang Sze Chung, wonthe “Role Model Safety Behaviour Award”. This award was to recognize his efforts inpromoting positive safety culture, supporting safety training and developing positiveattitudes towards health and safety. Leading by example, Mr Pang’s strong commitmentin being vigilance at work has shaped a high safety standard for his colleagues to follow,ensuring a safer environment for ground staff to work at, which in turns makes travellingsafer for all passengers.

14 UNLOCKING ACHIEVEMENTSTSAC/ TMFK won “Commendable Halal & Hygience Compliance”award and “Excellent on-time performance” in multiple stations ‘Strive for excellence, success would follow’, Mr Sagar Dighe, Chief Operating Officer of with this being the company’s DNA, we at Taj Taj SATS thanked Malaysian Airlines for their SATS leaves no stone unturned, and we would guidance and their valuable support in helping raise the bar each time we achieve success. Taj SATS in its Halal compliance.Mr Sagar Dighe (Right) and Mr Sanjeev Gujral (Left) Malaysian Airlines, the premier and national Dedicating the awards to the Taj SATS team,receiving the award. carrier of Malaysia operates flights from Mr. Dighe, in an email to the units, said, “These major Indian stations. The airline is known to awards are entirely due to the hard work and appreciate and acknowledge excellence from efforts put in by each and every member of the all its vendor partners. Taj SATS team. These awards are a validation of our customer centricity and our untiring In 2016, the airline has awarded all our catering efforts and focus on Quality Assurance and units in Chennai (MAA), Mumbai (BOM), Operational Excellence. All of you make Taj Bangalore (BLR) and Delhi (DEL) for ‘Excellent SATS proud.” on time performance’ ensuring no delays on account of catering. The Bangalore and the Well done Taj SATS / Taj Madras Flight Mumbai units were also the ONLY units in the Kitchen! We look forward to penning down entire catering network of Malaysian Airlines more success stories in the years to come. to be the recipients of ‘Commendable Halal & Hygiene Compliance in 2016’ award.TSAC Goa (GOI) won Best Caterer-Indian Sub-Continent 2016 Awardfrom Qatar Airways (QR)! Based on the above parameters, Taj SATS, Goa is the proud recipient of ‘Best Caterer- Indian Sub-Continent 2016’ award. The unit has successfully met the targets in all 4 quarters with a rating higher than the caterers in the group. In an email addressed to Mr Prakash Shirlekar, Unit Manager of TSAC Goa, Mr Sudhir Chande, QR Manager Compliance (Catering Services) congratulated the TSAC Goa team for the excellent performance on all parameters. Taj SATS Goa team with the Award (Certificate) various parameters through a robust Qosmos “My sincere and heartiest congratulations System which evaluates performance on the to you and every member of your team forQatar Airways, the premier carrier from Qatar basis of crew feedback, culinary delivery, achieving this wonderful feat” Mr Sagar Dighe,is known for the high quality of service it offers foovd safety and halal compliance. The same TSAC Chief Operating Officer commentedto the passengers travelling on its flights the are evaluated for each quarter and based on in response to Mr Sudhir Chande. Similarworld over. The airline operates flights from annual score, the Best caterer in the region is messages were sent from all units of TSAC24 stations in the Indian subcontinent region. recognized and rewarded. to the Goa team.Qatar has a strict performance measure Well done TSAC, Goa!mechanism and evaluates its caterers on

B U I LD I N G B O N D S 15 Discover a new you with SATS It is never too late to learn or Oriental. Then, we had to smell something, and in any learning 48 small bottles of perfume oils you will always discover a new and identify those that were really you. We are pleased to have our our favourites. Finally, you just lady friends who signed up with us need to keep adding the perfume for an inspiring learning workshop oils that attracts you into the on 07 April 2017 -- to teach us elegant perfume container (with a how to make our own perfume! mathematical formula!). Firstly, a personality profiling We were so excited to have would help you identify the created our own signature scent! fragrance group which you belong #GrowWithUsAtSATS to – Citrus, Fresh, Floral, WoodySATS Bowling Fun! 2017While we work hard, we play hard too! On 05 May2017, we decided to end our Friday with an excitingbowling event. Having close to 60 guests joined us,while we appreciate the usual supporters who takethe time off to attend our bowling event, we are gladto welcome and thank the new joiners toour annualgame on this day. To all participants, everyone is awinner and we look forward to see you again nextyear! #FUNWithUsAtSATS

16 HEARTFELT COMPLIMENTSOn behalf of SIA management, our sincere appreciation to you (who was Certificate of Appreciation is A passenger holding a Sri Lankanpresent the whole night at the SATSOCC and AOC to oversee the ops) awarded to Cebu Pacific Asia Pacific passport approached Transferand your team, who worked tiredlessly during the 16 May night and 17 Star Team for your exceptional C to check in for CA flight, CSOMay early hours, to handle the multiple disruptions of SIA Groups’ flights, service given to our guests on flight Mageswari attended to him.besides the OAL flights, Many of them have risen to the occasion and did a 5J 806 last 16 May 2017. Knowing that passenger requiresuper job, many worked long hours and did not go home till next morning. a Visa, she checked and foundThey did - The dedication and commendable out his visa only permit him a• moving stranded paxs/ crew from T2 to T3, effort you have showed in ensuring single entry. She checked with• handling the many paxs, who had no info on delayed flights, the well being of our guests during passenger who claimed he entered• delayed departure, arrival, remote bay/ transport/ paxs step crunch, the emergency procedures when Spain before but there wasn’t any• moving paxs/ baggage from T3 to T2, the fire incident occurred at Changi stamp from Spain in his passport.• arrival and departure baggage handling Terminal 2 was true to the Spirit of Passenger also did not have any• supporting SQ/MI paxs handling, offering us SPL and the list goes on Cebu Pacific. check in baggage even though passenger is going to multiple in the challenging night Maria ALeessandra G. Pedrajas places. CSO Mageswari contacted Area Manager – Airport Services Inter- German border and even providedSpecial mention to DTM Yvonne, Eka, and Fairoz and the SIOC team, who them all the details via Whatsappwere the key personnel in the nerve centre of the entire ops that night. national and confirm passenger was holdingDespite all the challenges, the team remained calm/ composed, and a fake passport and visa.worked closely with everyone, giving key info/ decision to execute the Michael Ivan S. Shaudecision. Vice President – Airport Services We would like to commend CSOThis greatly minimised the disruptions impact and supported the handling Mageswari for her good job. Sheby all ops units well. Cebu Pacific Airways deserved much recognition for her initiative, efficient and vigilant actionThe staff on the floor were equally impressive. Handling the sea of paxs, in ensuring the ground servicelooking out for missing paxs (as they were totally lost moving from T2 to standard of SATS.T3 departure hall)We had also received a compliment from our C/crew on SATS staff assisting Geechingthem, when they were stranded and stuck in T2 transit, not knowing what Representativeto do. Air ChinaAll staff are indeed true champions.Thanks so much for the support. Teo Seng Choke PSA Sally Kuo was rostered to Please find below email Senior Manager Ground Services be a runner at the gate, she kept compliment for Deepak. Our on the toe to ensure all document FCL pax are very happy with the Singapore Airlines are correct and the AIC team was service rendered. This is what present before all arrival passenger our Meet and Greet should bePlease kindly extend my sincere Please convey my heartfelt disembark. She was aware of the about. Do extend the complimentappreciation and commendation appreciation to the team handling short turnaround flight, which she to Deepak and please relay myto your team members for flight the irregularities of NH844/07May gave gentle remind to the AIC thanks to him for a job well done.WY848/29Mar who had accepted and NH842/08May. Although team to keep the cleaning withinthe 50 Iranian guests who had passengers experienced some the specific time frame and even “We received a very goodturned up at the counter at the inconveniences but generally the assisted the AIC team to expedite feedback by two First Classeleventh hour and still managed to handling were smooth due to the the cleaning process. PSA Tan Lay passengers who travelled ondepart the aircraft timely as per the efforts contributed by the team. Peng has displayed a motherly LX179/20MAR, Mr Ferdinandnew schedule. Albeit us operating attitude. I noticed that whenever and Mrs Kathrin Rueesch. Theyfrom the remote bay stands, I am aware that some of the staff she was on duty, passenger would give their compliments to Mrthis is still possible with all the work long hours and am grateful feel the warmth and happy to Ignatius Deepak, who they saidcoordination and communications. to their commitments. Thank you be received. She would greet all provided excellent service onGood job, and please keep up with once again and am looking forward passengers that pass through her ground in a very professional,this remarkable standard. to SATS continuous supports. with her warm smile and greeting. helpful and attentive way. They felt very well taken care of.” Faezah Hamid Johnny Chan They have the best working attitude Airport Services Manager Station Manager and are role models for the rest of Suraya Sukiron All Nippon Airways the team. Station Manager Oman Air Lufthansa Group Osman Abdul Rahman Station Manager Royal Brunei Airlines 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. SATS Ltd. and its group of companies (“SATS”) make no representation or warranty asto the accuracy, adequacy, completeness or reliability of the contents. SATS expressly disclaims any liability whatsoever for any loss or damages howsoever caused arising from or in connection with the use or reliance of the whole or any part of the contents in any form whatsoever. SATS Ltd. 20 Airport Boulevard, SATS Inflight Catering Centre 1, Singapore 819659 • www.sats.com.sg