Passion To Delight - Issue 30

ISSUE JAN 17 30SATS New YearParty 2017Strengthening our partnershipin the new year!04 The Future of 05 SATS Chinese Carrier 13 SATS Passenger 14 It’s double GOLD for Excellence – SATS VIP Concierge Team Services frontline Singapore at the Culinary achieved two “First in – All set to serve you staff receives multiple Olympics! the World”! better awards at the Spring Singapore (EXSA) Excellent Service Award 2016

2 COVER STORYSATS New YearParty 2017Happy New Year to All!The theme for this year’s SATS New Year value-adds that SATS would bring to our airlineParty was “Wonderland” – from the famous partners in the year 2017 and in the long term.classic story “Alice in Wonderland”. Layers ofdrapes separated the entrance to the cocktail After the opening address, the party began!area, but once our guests passed through The dinner menu was prepared by our SATSthe poker cards, butterfly garden and passed Chef led by SATS’ Director of Kitchens (DOK)through the giant key hole, they could find Rick Stephen. Our team of talented Chefsthemselves at the wharf area, overlooking at from our overseas inflight catering kitchensthe splendid view of Marina Bay Sands and also joined us for the night, they presented aSingapore Flyer skyline! variety of cultures through their unique cooking styles. Guests were able to find flavours fromOver 700 guests and staff attended the party the Oriental, Western, Thai, Japanese, Indian,held at Marina Bay Cruise Centre on 16 Malay, Chinese authentic cuisines as well asJanuary 2017. In the event’s opening address, Desserts.our President and Chief Executive Officer, Mr.Alex Hungate warmly welcomed the 11 airline Once again, we would like to thank all ourcustomers who joined the SATS family in the airline guests and business partners for joiningyear 2016. He also took the opportunity to us at the New Year Party. SATS is committedthank all our airline customers who have been to continue delighting our customers withvery supportive of SATS for the past years. excellent services and we look forward toMr. Alex Hungate also shared the projects that achieving greater heights together with ourSATS had worked on in 2016 and the projects partners in 2017. Happy New Year!that are currently in progress, it summaries the

3COVER STORY

4 PARAMOUNT INITIATIVERAMP SERVICESThe Future of Excellence – SATS achieved two “First in the World”!Imagine having the first hand information at These initiatives by SATS through bone! With these headsets, aprona glance of your watch and receiving clear reaffirm how our Changi workers can communicate hands-free, haveinstructions without the use of the traditional better situational awareness, and real- time visibility of the ground situation, hence“mobile device, this is now achievable as you enabling staff to make better decisions.step into “The Future of Excellence”. Airport family is constantlyOn 15 December 2016, SATS officially innovating and seeking IATA ACCREDITATIONlaunched its latest technology – the Smart ways to improve. In the On the same day, SATS also received theWatches and Bone-Conductor Headsets process, Changi enhances International Air Transport Association (IATA)at “The Future of Excellence” event held its standing as an efficient accreditation for Ramp Services Training.at Crowne Plaza Changi Airport. The two airport for passengers and This means that SATS is now an Authorisedinnovations are essential tools for ramphandling which aim to increase productivity airlines, and provides a Training Centre (ATC) with exclusive rightsand enhance safety – a first-of-its-kind in theworld! ”better working environment to train ground handlers in 10 countries regionally – namely Singapore, Malaysia,We were very honoured to have Mr Ng Chee for our airport workers. Indonesia, Thailand, Philippines, Vietnam,Meng, Minister for Education (Schools) & Cambodia, Laos, Brunei and Myanmar. ItSecond Minister for Transport to be our Guest- NG CHEE MENG is also a non-exclusive training provider forOf-Honour, and our airline guests to attend MINISTER FOR EDUCATION India. (SCHOOLS) & SECOND MINISTER FOR TRANSPORT This newly accredited programme by SATS,The Future of Excellence event to witness our which is scheduled to begin in Februaryspecial unveiling of the two world‘s firsts! 2017, will equip ground handling staff withTHE TECHNOLOGY the apron and no longer have to travel back knowledge and skills based on industry best practices. to the control centre.In the past, apron staff had to make multipletrips to the ramp control centre for updates In addition to the Smart Watch, SATS is SATS sincerely thank all our airline partnerson flight information and printouts of job equipping apron staff with Bluetooth bone- who were there to witness our importantassignments. With the Smart Watch, they conductor headsets which allow workers to milestone. SATS will continue to innovatecan now access flight information and receive listen to instructions even with their safety and strive for excellent service to our airlinereal-time job assignments from anywhere at earplugs on, as the sound is conducted partners.

5 PARAMOUNT INITIATIVESPASSENGER SERVICESA Multi-sensory Pampering Experience – SATS Premierlounge introducing uLove Massage ChairOn 15 November 2016, SATS Premier include,Lounge Terminal 3 held a Multi-sensory - Immersive Audio System for deeper mentalpampering experience for our exclusive airlinepartners. The event was held to launch our relaxationlatest massage chairs in our SATS Premier - V-Hand with 720 degree Roller BallsLounges – uLove 白馬王子*. - Long-Track Massage - Full-Body ReliefBe romanced by the OSIM uLove massage It was an afternoon of fun-filled activities withchair, elevate to a high realm of massage 12 additional massage chairs being broughtinnovation, achieving total relaxation of the in specially to allow each airline partner tomind and body and is designed to make relax on them, photo-booths with our OALyou fall in love. It delights with an alluring AOs dressed as Victorian mascots, sweetspice of romance to satisfy your desire and treats and a sure-win lucky draw!imagination. The uLove massage chair is available in allOSIM uLove has claimed itself as the world’s SATS Premier Lounges.most pampering massage chair, combiningthree complementing elements to deliver SPL1: 3an exceptional experience that tantalizes SPL2: 2and satisfies all the senses of our premium SPL3: 4passengers in the lounges. *uLove 白馬王子(bái mǎ wáng zǐ) is the brandSpecial features of the uLove massage chairs name of the massage chair by OSIM, which has the meaning of a “prince-charming”.PASSENGER SERVICESSATS introduces theChinese Carriers VIPConcierge TeamOn 22 December 2016, PassengerServices celebrated the appointment of VIPConcierge team dedicated to the ChineseCarriers at MySpace. The VIP Workshop aims to fine tune every Immigration Clearance, to SATS Premier aspect of service on top of the fundamentals. Lounges and Gate Arrival/Departure Shortlisted candidates have been put through handling, the VIP Concierge tailors their an experiential learning journey fine tuning attention to details of the Chinese carrier every detail on Service Elegance and Skills profiles. Application.A personalized certificate along with the Station Managers from various ChineseVIP Concierge representation pins were Carriers have come together to grace thispresented to 8 individuals who have gone humble event.through the selection and assessmentprocess via a VIP Concierge Workshop held The VIP Concierge team is committed toin November. delivering the ultimate VIP experience every prestige guest deserves. From Kerbside Arrival/Departure through Premier Check-in,

6 PARAMOUNT INITIATIVEPASSENGER SERVICESService Campaign: Make Someone’s Day!On 17 November 2016, SATS PassengerServices launched the Make Someone’s Dayservice campaign at the check-in countersand it kicked off with SATS staff handlingSingapore Airlines flights.This campaign aims to reiterate service We will also be extending our reach to the the SATS DNA and we wish to ensure thatelements such as the use of positive language departure and arrival teams to take advantage all passengers enjoy a smooth and seamlessand our service promise of Passion To Delight of every opportunity that we have to delight travel experience, creating memorableBegins With ME. As part of the campaign, our customers. Passion To Delight is part of experiences!passengers are given a simple survey formto rate their check-in experience and theywill place the forms in a box. At the end ofthe day, the staff with the highest number of“Excellent” rating will be awarded the ServiceStar and receive various attractive prizes.This campaign will be held periodically tocontinuously motivate and excite our staff todelight our passengers.STAR ALLIANCEStar Alliance Ramp Safety Awareness CampaignSafety is the most important aspect of airportoperations. To keep safety in the forefront, theSingapore Star Alliance Airport Team (SAAT),chaired by Mr Teo Seng Choke (SingaporeAirlines), organised its very own Star AllianceRamp Safety Awareness Campaign with itsemployees and service partners, with the visionof building a strong safety culture at ChangiAirport through a week long campaign from 23- 30 November 2016.During the campaign, Star Alliance memberemployees conducted safety observations ontheir own flight, and also distributed specialmade safety campaign pocket cards withsafety messages and 2017 calendar, remindingeveryone about safety 365 days. SATS Safetyteam also conducted safety observation on StarAlliance members’ flights. A Ramp Safety quizwas also conducted at the end of the week todeepen the safety message for all participants.SATS does the ground handling for all theStar Alliance airlines in Changi Airport and iscommitted to ensure a safe work environmentfor their partners and employees. SAFETY

OUR COMMUNITY 7Employees of the Month SEP 2016SATS rewards our staff who have done well and gives recognition to their hard work and effort. We arepleased to share with you our star employees for the month of September, October, and November 2016!From left: Juraidah Binte Isnin, Operation Assistant; Jaiganesh V Thiraneira Selvam, Customer Services Agent; Mohammed Salehin Bin Mohamed Musroh, Ramp Loading Officer;Mohd Ali, Cargo Coordinator; Sherry Lim Chee See, Customer Services Officer; Abdul Munir, Technical Officer; Ma Nannan, Cargo Assistant (NTS); Roslan Bin Abdullah, ADPDriver; Moktar Bin Mohti, Customer Services Officer; V Loga Nathan A/L S Vadivail, Load Control Officer; Selvendran s/o Arumugam, Police Staff Sergeant; Muhamad Akbar BinHashim, Duty Manager; Mohammad Fadli bin Mohd Latiff, Lance Corporal; Tan It Chin, Ramp Serviceman; Sandra Marcena, Administrative Officer; Nohazhar Bin Adnan, CargoCoordinator; Ravi Shankar, Senior Associate; Mohd Zaini Bin Mohd Salleh, Corporal; Normah Ahmad, Clerical Officer; Abdullah Bin Othman, Technician; Mohamed Kassim, Lancecorporal; Sharifah Narima Binte Ja’afar, Customer Relations Agent; Calvin Loh Khong Wai, Customer Service Officer; Ivy Zhang Yi Jiao, Customer Services Agent OCT 2016From left: Ng Ai Lin, Customer Services Agent; Goh Beng Beng, Cargo Coordinator; Siti Rohana Bte Samat, Operations Assistant; Md Nasir Maricar s/o Md Ishak, Ramp LoadingOfficer; Jason James, Lance Corporal; Teti Sumarni Binte Inyar, Cargo Coordinator; Mathivanan s/o Thamotharan, Staff Sergeant; Meenalatha A/P Subramaniam, Customer ServicesAgent; Henry Selvarajah s/o Arulsamy, Technical Supervisor; Rahmat Bin Johari, Cargo Coordinator; Jamalludin bin Ibrahim, First Mate; Umadevi A/P Sandakumaran, Police Con-stable; Mohd Shaiful B Senin, Customer Services Officer; Chia Siew Noi, Clerical Officer; Santos Christopher, Tech Ramp Serviceman; Tay Pengchong, Duty Manager; MuhammadKamil Bin Md Salleh, Flight Operations Officer; Saravanan A/L Rajendran, Lance Corporal; Mohamad Shahreen Bin Sainan, Duty Manager; Ganapathy A/L Maridaiah, Forklift Driver;Anthony Chng Keat Nam, Duty Manager; Kaswadi Kasiman, Baggage Officer; Paulina Wong, Customer Services Trainer; Low Leong Poh, Loading Assistant NOV 2016From left: Siti Aishah Binte Misbah, Customer Relations Agent; Lee Kam Soon, Ramp Serviceman; Shahfudin Bin Ahmad, Ramp Loading Officer; Thajudeen Mohamed Famee,Staff Sergeant; Wong Teck Chye, Duty Manager; Othman Bin Jamaldin, Cargo Coordinator; Sulaiman Bin Ayab, Technician; Mark Ree, Duty Manager; Srikhakollu Chandan, SeniorAdmin Officer; Harminder Singh Gill, Duty Manager; Beh Chin Hwa, Customer Services Agent; Mun Fong Har, Operations Assistant; Ha Yong Cyon, Lance Corporal; Diarni MasriBin Mescon, Customer Services Officer; R Ganesh A/L Raman, Equipment Operator; Chia Swee Huat William, Duty Manager; Abdul Rashid Bin Abd Rahim, Cargo Coordinator;Iskandah Bin Mohamed Sharif, Load Control Officer; Anuratha Ganesan, Account Supervisor; Mohamad Maneh, Operations Assistant; Ong Sun Guan Andrew, Duty Manager; Mum-taj Begum Binte Obayadull, Principal Associate; An Peng Kwang, Lance Corporal; Mohd Rafi Bin Mohd Shariff, Instructor

8 OUR COMMUNITYThe Balancing Act “quit her job in a manufacturing company I enjoy doing what I’mof a SATS Auxiliary doing because I get toPolice Officer and took up this job in search of greater meet different kinds of job fulfillment six years ago. She wasA Peek Into…the Life of a SATS deployed to Apron Operations in the firstAuxiliary Police Officer four years of her career and is currently doing Terminal Operations where her roleStern, unfriendly and intimidating – theseare some thoughts that come into our minds includes checking passengers’ passports people from all overwhen we think of a security officer. Due to and escorting inadmissible passengers. the world and I get atheir role in safeguarding safety and securityof the environment, it is no surprise that this is To ensure that our APOs are qualified sense of fulfilment inhow security officers are being perceived as. for their job, SATS Auxiliary Police Force making our airport aFor our SATS Auxiliary Police Officers (APO) provides regular training to all staff so thathandling Terminal Operations at Changi they are updated with the latest security ”safe place.Airport, their roles are even more challenging trends and issues, and even those withand complex. Beyond the role of anAPO where no prior background in security will not be ALICE SIA SIEW SHEAUthey are required to provide security services inadequate and unskilled. LANCE CORPORAL, SATS AUXILIARYto airlines for the protection of the fleet andpassengers, they have to master customer POLICE FORCEservice skills because they are at the frontlineof the operations and meet passengers just passengers appreciate us more.”before they board the aircrafts. Alice works closely with her colleagues and enjoys Alice shared a case where she discoveredAlice Sia Siew Sheau, 32, is a Lance the camaraderie they have developed at work. counterfeit passports of two passengersCorporal with SATS Auxiliary Police Force. during her routine inspection. After someWith no prior background in security, Alice Standing at 1.58 metres, Alice is unfazed questionings, both passengers admitted that by her petite frame. When asked if she the counterfeit passports did not belong to would be intimidated by bigger built them and surrendered their actual passports. passengers, Alice laughed it off and said The passengers were offloaded and that donning on her uniform puts her in the repatriated back to their country. Alice felt a position where she is empowered to carry deep sense of accomplishment for detecting out her duties professionally. the fraud and this drives her on at work. Alice is an employee with good work ethics. Due to her shift work, Alice is able to visit her She also lives by the Chinese saying, “做人 family in Johor Bahru weekly as she feels 不可原地踏步，必须时时努力，精益求精” that balancing work and personal life is a which means that one must work diligently collective effort. In her free time, she enjoys towards success instead of remaining at traveling and spending time with her loved the same spot all the time. one. Through this job, Alice has learnt a lot on Alice feels that being positive, meticulous how to identify counterfeit passports and and service-oriented are some key traits to things to look out for in passengers who be an APO. Most importantly, she adds that are not allowed entry into Singapore. On a one should always persevere because it is more personal level, she has learnt to be going to take a while before one reaps what more tolerant, understanding and patient he sows. especially towards demanding and difficult passengers. Indeed, being an APO is no mean feat and those tough situations they encounter at work “Some passengers don’t understand why can only make them stronger. We hope that we ask so many questions and may feel Alice’s positive attitude will be an inspiration to that we are biased towards them. However, all of us! we just want to be cautious especially for passengers holding passports from rare places as we may need a longer time to assess the authenticity of their documents.” Interestingly, Alice shared that many With her good working attitude, Alice was accorded the older passengers tend to appreciate the “Best Employee of the Month” in her division in July presence of security officers more. “The 2016. older passengers feel safe whenever they see so many of us around and will strike up a conversation with us. I guess the older

9 OUR COMMUNITYSATS Passion To DelightCommendation Ceremony –Voices of TrustOn 01 November 2016, SATS celebrated deserving staff. recognized directly from esteemed airlinethe Passion to Delight Commendation One of the event’s clients whom they work closely with.Ceremony which was specially themed highlights was theVoices of Trust. appearance of special SATS will continue to acknowledge staff who guest Mr Iwan, a had done well and upheld service excellence.The commendation ceremony serves to passenger who wasrecognize and reward deserving staff who extremely grateful to CSAhad displayed SATS Passion to Delight Jaiganesh’s integrity forattributes, GOING THE EXTRA MILE going the extra mile tobegins with ME. During this event, special locate and return foundappreciation was awarded to staff displaying wallet belonging to Mr Iwan. The delightedINTEGRITY and HONESTY during their tour Mr Iwan had apparently posted hisof duty. appreciation in social media to thank CSA Jaiganesh describing the honesty act andWhat was distinctive was that it was the labelled him a ‘hero’.first commendation ceremony where airlineclients and partners had been invited to join It was also an honor for many of theus in recognizing the outstanding acts by recipients to receive the awards and beE X PA N D I N G Expanding Boundaries In Our Business NetworkBOUNDARIESForging New Partnership Across SATS’ NetworkSATS welcomes the following new customers into our network! Renewed Partnership Across SATS’ NetworkAirline JV. Station SATS would like to express our gratitude to the followingAir Astana BAIK, PEK airlines for the continued support!Qantas Airways BAIK, PEKQantas Airways BGS, PEK Airline JV. StationEtihad Airways PT JAS (Cargo), CGK Cathay Pacific Airways AISATS, HYDAir Niugini SATS (Catering), SIN Swiss International Air Lines BAIK, PEKDelta Airlines SATS (Catering), SIN Etihad Airways BGS (Cargo), PEKPT Cardig Air SATS, SIN Philippine Airlines BGS, PEKIberia TFK, NRT Etihad Airways PT JAS, CGKEgypt Air TFK, NRT Saudi Arabian Airlines PT JAS, CGK, SUB, DPS, HLP,Garuda Indonesia TSAC, BOM UPG, KNOKorean Air TSAC, DEL Cebu Pacific Air SATS (GH), SINMega Maldives Airlines TSAC, DEL Jetstar Asia SATS (Cargo), SINOman Air TSAC, GOA Korean Air SATS (GH), SIN Saudi Arabian Airlines SATS (GH), SIN Malaysia Airlines Berhad SATS HK, HKG China Southern Airlines TCS, SGN

10 CREATING MILESTONESCelebrating China EasternAirlines’ (MU) 60 yearsAnniversary2016 is an important milestone 2016, China Eastern Airlines operates a total of 39 flights out offor China Eastern Airlines Singapore per week, to Shanghai, Changchun, Kunming, Nanjing,as it celebrated its 60 years Shenyang and Lanzhou, carrying more than 600,000 passengersAnniversary. SATS Management yearly between the two countries.was invited to witness theglory moment togetherwith the MU Management.China Eastern Airlines started SATS is honoured to be part of SATS Executive Viceoperating the Singapore- China Eastern Airlines’ 60 years President, GatewayShanghai route in April 1993. In anniversary celebrations, and we Services, Mr. Yacoobthese 23 years, China Eastern look forward to our long-lasting Piperdi giving a speech inAirlines gradually increased relationship creating more important mandarin, congratulatingthe route between China and milestones together in the future. China Eastern Airlines onSingapore. As of December this major milestoneXiamen Airlines (MF) Come Home to the It’s Turkish Airlines’ (TK)Celebrating Last Arrival Wonders of Cebu! – 30th Anniversary!2016 and First Departure Philippine Airlines2017 Handling by SATS’ (PR) commences itsChinese Carrier VIP Singapore-Cebu InauguralConcierge Team FlightWhilst many have crowded in Marina With the heart like no others than the SATS has been the partners with Turkish Airlines celebrated its 30thBay Sands waiting for the count Filipinos, Philippine Airlines opens a Philippine Airlines since its first anniversary in Singapore and andown, Xiamen Airlines ushered the new route connecting Singapore and operations into Singapore back in exclusive event was held at theyear uniquely with a celebratory Cebu to welcome Filipinos travelling November 1965 and we are glad to Raffles City Convention Centre on 16event assisted by our SATS back home, and for travellers around witness Philippine Airlines expand its November 2016. To commemoratePassenger Services Chinese Carrier the world who wish to see the routes once again. this special occasion, SATSVIP Concierge; meeting its last arrival wonders in Cebu. sponsored the opening act, with anin 2016 and first departure in 2017. As Philippine Airlines enter its 52nd auspicious drums performance by On 16 November 2016 near mid- years of operations in Singapore, the NYPHIL Percussion Ensemble.This momentous event was led by night, passengers gathered at SATS would also like to thank Turkish Airlines also flew in traditionalGeneral Manager of Xiamen Airlines, Changi Airport Terminal 1 before Philippine Airlines for the long term dance and instrument performersMs. Zou Kemin, along with MF SIN the check-in counter was opened. partnership and friendship built over from Turkey, which delighted theStation Management Team and MF Country Manager, Ms. Jemma the years, and wishes many more audience tremendously with theirArrival/Departure Flight Crew. Saranillo was present at the check- years of partnership and friendship mesmerizing performances. Once in counter to meet the passengers to come. again, SATS congratulates Turkish and hosted a ribbon cutting and Airlines on this significant milestone cake cutting ceremony, joined by PR and looks forward to many more Station Manager Mr. Kelvin Poh and years of partnership with Turkish Cargo Manager, Mr. Raymond Yap Airlines! and SATS Vice President Passenger Services, Mr. Daniel Boy.

11 CREATING MILESTONESAir China / Shenzhen TFK welcomes Egyptair’s Korean Air (KE)Airlines (CA/ZH) (MS) return to Japan with Introduces Direct Flightscustomer event on 23 a weekly charter between Delhi & SeoulNovember 2016 evening starting Decemberat Conrad Centennial Egyptair returned to Japan inSingapore November after a 3-year period of Korean Air decides to offer its absence. They are now operating extensive global network with a widerSATS has received a token of between Narita and Cairo on a range of options for passengers weekly basis and had chosen travelling out of Delhi, deliveringappreciation from Air China/ TFK once again to be their Inflight true “Excellence in Flight”. Resulted Catering Partner, with the first flight in launching of nonstop serviceShenzhen Airlines at Air China departing on 22 November 2016. between Delhi’s Indira Gandhi Airport and Incheon International Airport,Appreciation Cum Product Seoul, Korea, beginning December 2016.Presentation Evening event held on Delhi will be the second destination23 November 2016. Egyptair’s operations were for Korean Air following Mumbai in India.SATS is honoured to be the preferred suspended previously due to the Arabground handling partner of Air China/ Shenzhen Airlines since their start Spring. We are delighted to welcomeof operations in Singapore. We lookforward to achieving even greater them back and our Halal Kitchen isheights together. all prepared to cater for their flights. The new programme will continue until the middle of May 2017. this special project was a success! Egyptair’s Business Class is called Kudos to all SATS HK staff who had “Horus Class”. “Horus” means “the taken on this special task and put in God of the Sky and the Sun” and their best! it wishes a safe flight for all of its passengers.SATS HK – A special TFK creates Japan The inaugural flight took place on 01project for Singapore Airlines’ (JL) latest Child December 2016, with service aboardAirlines Cargo (SQC)! Meals designed by a an Airbus A330-200 aircraft capable Japanese Celebrity Chef of seating 218.A sleek handling for a special project Korean Air will operate five flightsof Singapore Airlines Cargo, SQ7972, a week between Incheon and Delhiwas scheduled on 26 October 2016. with airbus A-330-200 aircraft with a configuration of 6 B/C, 24 Premier Iberia (IB) re-opens their Economy and 188 Economy. KE481 Japanese connection will depart Incheon airport at 12:45 and land in Delhi at 18:20. For the return flight, KE482 will depart Delhi at 19:40 and arrive in Incheon at 5:50 next day.The special cargo was sent from TFK had recently developed a After an absence of 18 years, Iberia The airline had set a stringentDelhi to Anchorage and transited glamorous Business Class Child has re-opened its historic route standard in terms of quality andat Hong Kong. It was a super long Meal from 01 December 2016, between Narita (Japan) and Madrid service in front of TSACL, Delhicargo, consisting of two pieces of following development work with (Spain) operating with an A330 in their pre-inauguration audit. Mr.ultra-long shipments with 1,180 cm Ms. Fumiko Kono, a well-known Aircraft and a 2-class service. Shashi Sinha and his team along withlong, 215 cm wide and 220 cm tall Japanese Celebrity Chef. support from concerned, had takenwhich required nose loading. Those The new route is operating 3 days a up the challenge and met all criteria.shipments were built onto two 20- The ingredients of the menu were week. The service on board is both As per their recommendation fewfoot pallets with 10 feet and 13,250kg designed for children with items Japanese & Western with quite a infrastructural changes were madeper pallet that overhanging on both which are easy to eat. In particular, sprinkling of Spanish menus too. and also the unit saw incorporation ofsides. we think that children will be pleased few modern gadgets in to the system. with the beautiful Dessert – three For example, a shoe sole cleaningThe whole loading and unloading kinds of dessert in three layers in a machine and few more new gadgetsprocess was fully handled by SATS lovely glass. were installed. A separate enclosureHK and monitored by Singapore was created for flight assembly areaAirlines Cargo. We were delighted TFK is honoured to renew its to combat temperature violationthat the handling was smooth and partnership with Iberia and look issues. The unit’s efforts were forward to many years of operations observed and appreciated by Mr. in the coming years. Choi Hyuck – QA Manager, Korean

12 CREATING MILESTONESAir. Their Korean Chef – Mr. Kim remained. The lab area has also beenRayan was busy imparting training significantly increased from 147sqftto the Chefs of TSACL to enhance A set of laboratory equipment were to 245sqft, an increase of almosttheir skill and knowledge on Korean either upgraded or newly procured: 66% in carpet area.cuisine. The inauguration of Incheon- Laboratory Autoclave, SerologicalDelhi sector flight was held with Water Bath, Hot Air Oven, Glasswarefanfare and was made a memorable dryer, Horizontal Laminar Flowone and carved with good impression. Bench, Electronic Colony Counter,It was a flawless operation carried Water Distillation Unit, Doubleout under the guidance of Executive decker Incubator, Microscope withManager of TSACL Delhi Mr. Anil accessories, Refrigerators and RotaThapar, Executive Chef Arun Batra mantle.and Quality Assurance Manager Mr.Ajay Soni, with ample assistance The Airline will be operating a Boeing With this upgradation, TSACLfrom the delegates of Korean Air who 737-800 aircraft with a configuration Microbiological Lab has become onewere present in the unit for days to of 12 business class and 156 of the most modern and sophisticatedensure smooth start up. economy class seats. lab with state of the art equipment, hoping to serve its prestigious clientsTo mark this special occasion, a cake A small celebration on board was with further improved services.cutting ceremony was organized on held on the inauguration of the firstboard wherein the Captain and the flight. Mr. Shashi Ranjan Sinha- BUILDING BONDScrew were joined by Mr. Sanjeev General Manager, TSACL, Delhi andGujral, VP-TSACL, Mr. Sinha, Mr. Mr. Anil Thapar – Executive Manager Scoot-Tigerair Cabin CrewThapar and the members of the were present on board to facilitate Engagement Dayground support team. The Captain the Crew and the Airport Team andand the crew were overwhelmed by congratulated the Airline officials forthe gesture when chocolates and a significant beginning. They wishedcake were presented to them. them on behalf of TajSATS and hoped for a long and fruitful association withWell done Taj SATS, Delhi! TSACL.Passengers traveling to Seoul flyingKorean Air will get a taste of our An onboard cake cutting ceremonyprofessionalism and savour delicious was organized wherein the Captainmeals prepared by Taj SATS. and the crew of the flight were overwhelmed by TSACL’s gesture and expressed happiness over the warmth and good wishes shared. (Marhaba is an Arabic word used in greeting which means “Hello”)Marhaba Mega Maldives Upgradation of On 1 December 2016 SATS The event recognized over 30 topAirlines (LV) - Welcome to Microbiological successfully hosted the inaugural F&B sales crew from the two airlinesDelhi! Laboratory at TSACL, Scoot-Tigerair Cabin Crew with a numerous awards and prizes. Delhi Engagement Day to recognize the Engagement was also organisedTaj SATS, Delhi added the prized outstanding performance of cabin with multiple F&B suppliers of APS,cap of another new Airline – Mega crew on both Scoot and Tigerair, to help the crew gain insights to theMaldives Airlines which started direct As part of its ongoing exercise to since coming under Budget products sold on-board. SATS andflights connecting the national capital modernize and improve the facilities Aviation Holdings in May 2016. APS are proud of the wonderfuland Male as the carrier looks to tap within the unit, an upgradation project The event welcomed over 200 opportunity to host the event forthe growth potential in tourism. Mega for expansion and modernization attendees from both the airlines, Budget Aviation Holdings, and lookMaldives Airlines operates three of Microbiological lab was taken as well as SATS Management. forward to many more to come.direct flights every week effective 18 up earlier by the Management ofNovember 2016. TSACL, Delhi.“India is one of the largest growing The upgradation project waseconomies in Asia and is right at the elaborately planned and executeddoorstep of Maldives.“ Officials of within specified timeline. Challengethe private airline believe Maldives was to improve the infrastructurehas a long relationship with India in along with the entire set of equipmentbusiness and tourism. As an airline without obstructing their daily, it is their responsibility to connect activities. Lab activities were shiftedpeople and the markets. partially to an adjacent location, while certain important equipment

13 UNLOCKING ACHIEVEMENTSPASSENGER SERVICESSATS Passenger Services frontline staff receivemultiple awards at the Spring Singapore (EXSA)Excellent Service Award 2016The Excellent Service Award (EXSA) is a following breakdown: MP for West Coast GRC and Chairman, GPCnational award that aims to give due recognition • 1 Outstanding Star for Manpower Mr Patrick Tay Teck Guan wasto individuals who have gone beyond the call • 24 Star the Guest of Honour to grace the EXSA 2016of duty in delivering exceptional service and • 17 Gold at the University Cultural Centre, Nationalcreating memorable experiences for guests. • 9 Silver University of Singapore.The Singapore Hotel Association is one of theseven industry lead bodies managing EXSA, Criteria for the above is based on accumulation SATS would like to say a big THANK YOU towith the support of SPRING Singapore. of compliments gathered with good conduct the 51 frontline staff again for their dedication over the period from 1 April 2015 – 31 March and look forward to see more staff beingSATS attended the EXSA Award Ceremony 2016. Nizam Bin Mohd Salleh was shortlisted nominated for the SPRING Excellent Serviceon 21 November 2016, honouring a total of as the SHA Outstanding Star award nominee Award next year.51 Passenger Services frontline staff in the for EXSA 2016.SATS Wins at Battle of theChefs 2016More than 21,000 people and over 1,500 for the team to be recognised for all theircompetitors from 32 countries turned up entries, as this is the first time this newly-for the “15th edition of the Battle of the formed SATS team is participating in anChefs” held in Penang, Malaysia. This bi- international competition.annual event, which is part of the AsianFood Festival held from 18th – 20th August Congratulations to SC Tang Wai Hoong,this year, clocked the largest turn out ever. CDP Sudharsan Unnikrishnan, CDP Kannan Manikandan, Cooks KelvinLed by our ESC Christophe Crot, the Wong Kia Yong, Chang Chuan YouSATS team of six chefs submitted a total and Thanaskodi R Latchumunen forof 12 dish entries. The team eventually the impressive wins, and appreciationwon 3 Gold, 2 Bronze and 7 Diploma extended to ESC Christophe for themedals. It is a remarkable achievement guidance provided to Team SATS.

14 UNLOCKING ACHIEVEMENTSIt’s double Gold for Singapore atthe Culinary Olympics!(Left) Members of the Singapore Chefs’ Association supporting Team Singapore at the event (including SCC Eric Teo, SATS crowned AirSATS ESCs Matthew and Ivan). Cargo Operator of the Year at SupplySATS beamed with pride as our very own of the judges and guests. Chain Asia IndustrySATS Chefs – Director of Kitchens, Rick Night 2016Stephen, ESC Matthew Yim, ESC Ivan Yeo 25,000 visitors witnessed more than 2,000and Sous Chef Kan Lip Ken – formed part of chefs from 59 nations cooking-off in 18 glass The supply chain and logistics industrythe Mentor Team for the Singapore National kitchens, preparing over 7,000 fresh meals cannot grow and expand without theTeam, leading them to clinch the double gold – this was how massive and competitive this continuous innovation and developmentawards at the recent Culinary Olympics! year’s Culinary Olympics, an event that is of major logistics organisations. The held every 4 years, was. Supply Chain Asia Industry NightFor four days (from 22 to 25 October 2016), 2016 was held on 17 November atthe competition venue in Messe Erfurt, Like all Olympics, there can only be one winner Orchard Hotel, with Guest-of-Honour,Germany, was transformed into the biggest - Singapore took the trophy for best national Singapore’s Senior Minister of State,fine-dining restaurant in the world as the top team, beating Switzerland and Finland, who Mrs Josephine Teo, and industry leaderselites of the world-wide chefs network did won 2nd and 3rd place respectively. who have demonstrated commitment totheir best to impress and satisfy the palettes the innovation and development of the sector. SATS is honoured to have won the Air Cargo Operator of the Year in recognition of its priorities over efficiency, security and customer service, which have made a difference both globally and regionally in terms of business and economic development. The award was received by Mr. Wong Chee Meng, SATS Senior Vice President, Cargo Services.SATS receives “Outstanding Service Station”Award from Jetstar Pacific AirlinesWe are honoured to be awarded the Jetstar Pacific Airport PerformanceOutstanding Service Station, International Manager, Mr. Tuan Vuong also sent anNetwork Jetstar Pacific Airlines Year 2016. appreciation email to thank Qing Ling – the account manager for Jetstar Pacific – forThis award is based on recommendation her dedication, professionalism and swiftby the Jetstar Pacific Airport Performance response throughout the year 2016. HerTeam, the commentaries from other wonderful management and supportingoperational units and approvals of GMGO teams are the key to this achievement.and CCO. The assessment criteria are:• On Time Performance• Ancillary Fee Collection• Excellent Service Delivery• Safety and Security Performance

15 UNLOCKING ACHIEVEMENTSTFK wins two Catering Awards from Air China (CA) The new Business Service “Bento Box Style” expressing the Four Seasons of Japan.TFK picked up a pair of Catering Awards from Air China Cabin Service Department’s General Manager, Ms. Huang TFK were pleased to be awarded with 2Zongying. In the photo, from left to right is Mr. Xiang Lin, TFK’s Sales & Commercial Officer for Chinese Carriers, Ms. Catering Awards this year receiving the “BestHuang Zongying, Cabin Service Department’s General Manager and Mr. Paul German, TFK’s Executive Officer for Catering” and “Best Service” Awards of 2016,Sales, Commercial & Customer Services doubling their 2015 Award from Air China. TFK was also the only overseas caterer to win twoTFK Corporation were invited to participate in year, Paul German, Executive Officer, Sales Catering Awards across the Air China networkAir China’s Annual Catering Meeting & Award & Commercial, also took part in a panel this year..Ceremony 2016 held on 11 November 2016 in discussion with senior Air China personnelChengdu, China. In addition to an introductory and Air China’s Chinese Caterers. Over 100 TFK’s Menu Planning and Quality was formallypresentation on TFK’s background & our Catering companies from China & global recognized with special recognition for AirMenu Development ideas for Air China this players attended the Conference in Chengdu. China’s newly launched Business Class service using a “Bento Box Style Service” out of both NRT & HND from this July. The Bento Box has been very popular with both passengers & Cabin Crew.TFK wins two Catering Awards from Cebu Pacific (5J) “Top of the World”Vietnam Airlines Award celebrationsTFK had served Vietnam On 18 November 2016, Cebu Pacific Station Manager Mr.Airlines out of Haneda Timothy Vincent presented the “Top of the World” Award(HND) for the last 2 years. – Best Overall Performance (21-30 weekly flights) to AsiaWe were delighted this Pacific Star (APS) General Manager, Mr Ranjiv Ramanathan.November to be advised by Timothy shared that teamwork and right attitude are the keysMr. Do Khac Thu, Station in winning the award. The award ceremony was held at SATSManager of VN HND that Passenger Services Terminal 3 conference room, attended byTFK had been awarded two awards – “Best Catering Management” 2 Cebu Pacific headquarter personnel, SATS management andat Haneda with TFK HND being the best performing station in VN’s APS operations team who handles Cebu Pacific flights. LightGlobal Network in 2015-16 and “Best On Time Performance” for refreshments were served for the team to mingle and share thethe first 6 months of the year. happy moment together.Mr. Tetsuro Sumi, TFK VN’s Account Manager advised that overthe last 2 years, TFK HND has never received a single flight reportfrom Vietnam Airlines. We have also handled 3 VVIP flights forVietnam Airlines during the last 2 years and left a very positiveimpression to the VN staff. We also providedmuch Japanese culinary support to VN’sCatering company in Hanoi & Ho ChiMinh.

16 Here’s wishing 16 our airline friendsAs a frequent flyer of Air Niugini, HEARTFELT COMPLIMENTS and partnersI would like you to know that I am a prosperousvery delighted with the excellent Chinese New Year!quality of service provided by yourcompany. I earnestly appreciate - From the SATS Groupthe responsiveness of Mr.Vigneswaran Nabaratnam (SATS Thank you for coming back to the One of my valued passengers We would like to express ourCustomer Service staff), with airport on your weekend to monitor travelled as WCHR passenger, was appreciation to the CSA atdetermination and urge to always the handling of the SAF group. completely disabled and unable to Transfer Counter and SATSgo an extra mile to help others, he As this is an important contract walk. Mr Niazuddin offered his help APO for intercepting a Sri lankanhas successfully brought a lot of to us, it is essential for us to to carry and put this passenger in passenger holding a Schengencompliments and words of praise ensure no mishandling of the SAF WCHR. This was really appreciated, Visa with counterfeit Bio Datafrom my comrades. personnel, especially their check without his help it will not be very from attempting to check in on NH in baggage. Please also express easy to off-load this passenger. flight. SGT Sam who checked theMr Vigneswaran’s professionalism our appreciation to the staff who travel documents confirmed thatand capability to penetrate deep handled the flight. Thank you once My sincere appreciation to Mr the documents presented wasinto the situation to resolve it again. Niazuddin. forged and the passenger wasfast exceeded my expectations. duly apprehended and handedI appreciate the way your Fong Weng Pow Md Sharifur Rahman over to ICA. We would like toemployees, like Mr. Vigneswaran, Regional Manager - Airport Services Station Manager thank both staff for their alertnesshave been trained to deliver such in preventing a potential asylumsatisfying levels of customer (Asia Pacific) Biman Bangladesh Airlines Ltd seeker from boarding the NHservice. Jet Airways flights from SIN-NRT-BRU. Sahul Hameed I wish to compliment CSO Azmi for I am a traveller from Singapore Johnny Chan Managing Director assisting counter duties on BI422. to Manila in 26Nov, 2016. I have Station Manager Frequent Flyer of Air Niugini I understand he was on break and made a wrong booking with All Nippon Airways went to counter to take BI baggage single trip rather than round trip!My compliments to APS PA Munir tag as he was doing BI422 gate If the counter did not find it I There was an issue with the PAfor the coordination for late arrival duties. However, when I was at would be in trouble in Philippine system in the B1-4 gates, so weflight. Munir arranged with SSS the counter, he was assisting the customs. It is very lucky your could not make any announcementsfor the buggy and also manpower counter duties as CSO Elaine who employee spotted it and helped at all. The NZ gate team Jeya,at the arrival to help direct the 31 was very busy with the flight. me to book the flight from Manila Angeline, Sheila and Aiyu thenpassengers connecting to LH to Singapore. Thank you very took the initiative to call Transfer Band QF flights, with about 30mins What impressed me, he stayed to much for your responsible work. and have them assist with pagingconnections. DTM Cindy arranged assist till gate was about to open for passengers on the NOBD list,staff to assist and direct connecting and “sacrificed” his break time SUN Jin bring the NOBD desk in and put uppassengers to the right gates. to assist this very full flight. My Passenger of Philippine Airlines the names of passengers on theGreat job and fantastic teamwork to sincere appreciation to him and NOBD list and positioned it suchall! It definitely made a difference to keep up the good work. Please convey our heartfelt thanks that passengers could check theircustomer experience! to the team at BA16/1Jan as names and approach the podium, Farhanah Omar CSM Conor was impressed with assist with queue managementMy deepest appreciation to Joe Representative the efficiency and team work at as well as inviting passengers forand Jimmy for the continuous and the gate. The staff rostered for boarding according to the boardingrelentless efforts to liaise with ICA Royal Brunei Airlines “runner” duty also played a big role, sequence. Fantastic job from theto try and make the screening as updating CSM the boarding status. team!convenient and fast as possible for We’ve been travelling to Istanbul I gathered that IFE setup playing ofthe connecting passengers. twice a year with Turkish Airlines. music could have been set up by Benson Chua I was sending my mum off for her BA engineer, however this shows Airport Ops Manager Wendy Lim flight TK55 to Istanbul, we were every department played a role Airport Manager welcomed by a very nice and working towards on time departure. Singapore kind staff, Andy Teo. He was very JETSTAR Asia pleasant and kind and processed Great teamwork as the flight the check-in for my mum quickly. departed earlier than schedule. I asked him how to get to the boarding gate as my mom doesn’t Julia Lew know any English and wanted to CS Duty Manager SIN give her instructions to the gate, he kindly offered to assist my mom all British Airways the way to the gate. We were both impressed with his service. I was worried at first about my mom then he took away all my worries. Secil Esenc Passenger of Turkish 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