Passion To Delight - Issue 29

ISSUE NOV 16 29AP2A0asw1yiaa6lrodasdSATS wins its 3rdconsecutive “GroundHandler of the Year –Industry Choice”Award! HOT!04 DFASS SATS – Your 08 SATS Catering Private 09 Asia Pacific Star (APS) 10 SATS Receives our First Partner Of Choice For Jet Handling Now wins the “Top of the Patent and a National Gold A Complete Airline Resides In Seletar! World” Award from Award for our Innovative Cebu Pacific (5J) for Tow Hitch Sensing System the 4th year in a row!

2 COVER STORY (From Right) Mr Sachi Bala, SATS Vice President (Hub Operations) receives the award trophy from Mr Raymond Wong, CEO of Payload Asia (From left) Mr Wilson Cheung, AAT General Manager – Customer Services, Ms Pan Pei Hua, SATS Cargo Executive (Projects & Industry Affairs), Mr Kuah Boon Kiam, AAT General Manager, Mr Sachi Bala, Vice President (Hub Operations), Mr Tiong Bock Chuan, Singapore Airlines Cargo General Manager (Hong Kong and Southern China), Ms Alexiel Lim, SATS Senior Cargo Executive (Systems)APAWYALRODASD2A0S16IA DID YOU KNOW?SATS wins its 3rd consecutive “Ground Handler of The Industry Choice Awardsthe Year – Industry Choice” Award! are based on assessment by an international panel ofSATS was named “Ground Handler customers. This award is a testimony of industry-wide experts from of the Year” (Industry Choice Award SATS’ commitment to service excellence in across the air cargo industry. Segment) for the third consecutive operational performance, customer service A full list of enterprisesyear. Our Cargo team received this award and product innovations and serves as nominated by customers,at the Payload Asia Awards 2016 Ceremony recognition of the hard work put in by our staff. business partners, readersheld on 29 September 2016 at the Hong Kong or themselves are submittedSkyCity Marriott Hotel. We would like to say a big thank you to to the industry judging panel our customers and partners for the vote of for analysis and ranking. TheThe air cargo business has been challenging confidence and steadfast support. We will voting process and final tallyand cargo handlers around the world worked continue to strive to value add and improve is audited by anvery hard in creating innovative products connectivity for our customers through our external accreditedand services to deliver better services to comprehensive offerings across the region. entity to ensure integrity, fairness and transparency.

PARAMOUNT INITIATIVE 3SATS PREMIER LOUNGE Executive ChefSATS Premier Lounge 2 Launch Party! Damien Le BihanThe launch of SATS Premier Lounge The main highlight of the launch would2 on 14 September 2016 marked be the new look of the team to show ourthe completion of our lounge refresh emphasis on premium services. Theacross all the 3 terminals. Our airlines black and crimson does make the teamcustomers and non-airline partners look sleek!were invited to experience the newlyrefurbished lounge, facilities and In conjunction with the Mid-Autumnservices. festival, there was also an on-going mooncake and tea pairing appreciationSpanning over 500 square meters, for our guests. This is one of thethe lounge is able to seat 148 guests. initiatives the lounges carry out monthlyIt includes a private room, featuring a to continuously surprise and delight our65 inch interactive whiteboard, printing passengers.facilities and a counter bar availablethrough reservation; a semi-private With a new team, new look andarea for the comfort of our exclusive first refreshed facilities, we are able toclass travellers; workstations equipped provide better premium services to meetwith tablets which are ideal for those the rising expectations of our guests.catching up on last minutes calls and SATS Premier Lounge will continue toemails; and lastly, a cosy relaxation enhance our service offerings to givecorner with OSIM U-Divine massage travellers everything they need for achairs. brief, but wonderful interlude.PASSENGER SERVICES CULINARY TEAMCelebrating Korean Chuseok Introducing the New Brittany FaceHoliday with our Korean in SATS KitchensPassengers! SATS welcomes new Executive Chef (“EC”) DamienChuseok, also known as the Korea’s Le Bihan to its catering team. With effect fromthanksgiving day, is one of the most widely 1 October 2016, EC Damien will lead the Inflightcelebrated holidays in South Korea. The Catering Centre 2 (ICC2) culinary team, taking overSouth Koreans will visit their families and from EC Ranner Wolfgang, who will be pursuing otherancestral grave during the three-day holiday, culinary opportunities.as part of their celebration of the good harvestseason and feast on traditional food such Chef Damien hails from Southern Brittany, France.as songpyeon. In addition, they will wear Having born and grown up amongst the bustlingtheir traditional costume, known as hanbok, markets and beautiful marinas of Vannes, youngto celebrate the holiday although some opt Damien loved the sights and sounds of the fishermento purchase Western style dress and suit wharves and enjoyed trying out new recipes in hisinstead. On 15 September 2016, Passenger home kitchen. At the tender age of sixteen, he foundServices delighted our valued customers his calling as a chef, and joined a culinary school inand their passengers with colourful hanbok Dinarc.dressing. Candies were also given outto passengers who were travelling and Since then, there was no stopping Chef Damien, whoeveryone enjoyed the photo-taking sessions. has since travelled the world in a quest to expand his culinary expertise. From Paris to Singapore, he has worked in 2 and 3 Michelin-starred restaurants, which included Michel Rostang and Guy Savoy. Prior to joining SATS Catering, he was the Group Executive Chef for Déliciae Hospitality Management, managing nine restaurants under his wing. Chef Damien aims to bring his Michelin-star experience to SATS’ already strong culinary expertise.

4 PARAMOUNT INITIATIVESJOINT VENTUREDFASS SATS – Your Partner Of Choice For A CompleteAirline Retail ExperienceSATS, through its wholly-owned subsidiary extend such promotional initiatives such as passengers’ inflight experience. DFASSAsia-Pacific Star Private Limited, and DFASS promotional announcement at the boarding SATS will leverage on the intuitively designed(Singapore) Pte. Ltd. signed an agreement to gate and distribution of promotional leaflets at DFASS’ handheld devices which is providedset up a 50:50 travel retail joint venture named the check-in counters and/ or boarding gates free-of-charge for our airline clients to supportDFASS SATS Pte. Ltd. (DFASS SATS). at its overseas network. their operational needs. It encompasses theRecognized globally as the world’s largest ability to be custom-tailored to incorporate ourin-flight concessionaire, DFASS Group sets a DFASS SATS will also pursue duty-free client’s logo and branding. The proprietaryhigh standard for inflight retail by delivering concession at Marina Bay Cruise Centre software is fully certified with EMV 4.1 levelimpeccable service, a broad spectrum of Singapore (MBCCS), enabling it to tap on 1, EMV 4.2 level 2 and PCI PED version 2.0.both exclusive and premium brands, and a the cruise passenger flow to pursue ground-comprehensive turn-key enterprise. based travel retail opportunities in addition to To date, DFASS owns 4,000 handheld inflight, mail-order and pre-order sales. computers which are loaded on more thanThe new joint venture aims to leverage on 2.5M flights per year, and is used to processeach other’s strength in delivering innovative over USD250M annually.service to their airline concession clients inSingapore by extending its reach to morepassenger touch points, both on ground andin the air. Currently, DFASS SATS handlesSingapore Airlines, SilkAir, Scoot and Jetstar.On ground, DFASS SATS launched the Staying ahead of the curve in this rapidly Separately, DFASS SATS is exploringdistribution of promotional collaterals such as changing techno-info age requires a solutions to enable real-time Live Creditgift vouchers on meal trays for our airline clients progressive approach and a commitment Card Authorization via Wi-Fi connection overto promote sales onboard. By leveraging on to continually invest in latest available ACARS that will revolutionize the airline retailSATS’ connectivity, DFASS SATS can also technologies. DFASS SATS will continue environment. to build on DFASS’ successful inflight retail sales program to grow sales and transformVALUE-ADDED SERVICESAffinity ConciergeServices are nowavailable to SingaporeAirlines passengers!SATS is pleased to launch our AffinityConcierge Services as a third party serviceprovider on Singapore Airlines webpage (www.satsaffinity.com/singaporeair).Affinity Concierge Services are available at all we have presence in including Indonesia (PTJAS)Changi Airport Terminals 1, 2 and 3, providing and Hong Kong (SATSHK) and offering otherpersonalised meet and assist service, which value-adding services.comes with buggy transfer. This savespassengers’ time and effort in finding their way This is another showcase of SATS’ dedication andaround the airport. passion to delight our airlines and their customers by delivering excellence and value added servicesAs the next phase, SATS will also be looking to through innovation.extend this service to SIA passengers where

OUR COMMUNITY JULY 2016Employees 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 July and August 2016!(1st row, from left to right) Catherine Chong Swee Yee (Duty Manager), Liu Shan Fu (Cargo Assistant), Fariza Binti Mohd Madarsaivoo (Operations Assistant), Awtar Singh s/o Ghukar Singh (Duty Manager), Maureen Tan (Op-erations Controller), Ravichandran A/L Subramaniam (Forklift Driver), Shaibani B Osman (Technical Supervisor), Shahul Hameed s/o M Adam Bawa (Load Control Officer), Chew Kok Kang (Lance Corporal), Woo Sou Fong(Admin Assistant), Punniyamoorthy s/o Muthusamy (Duty Manager), Shasitaran Parasuraman (Operations Assistant)(2nd row, from left to right) Aminah Bee Bte Abdul Kader (Security Agent), Jhanda Singh (Duty Manager), Randy Ramos (Principal Associate), Fu Siew Wah (Clerical Officer), Raja Qahaarruddin (Customer Services Officer),Zahida Begum Bte Abdul Aziz (Duty Manager), Chan Mei Ling (Driver), Chia Wei Ling (Accounts Officer), Annadurai s/o Murugayan (Ramp Loading Officer), Sia Siew Sheau, Alice (Police Lance Corporal), Pan Juoh Ping(Principal Associate), Yu Zhi Kang (Police Constable) AUGUST 2016(1st row, from left to right) Roslan Bin Abdul Rahmat (Staff Sergeant), Tannie Lee (Customer Services Officer), Kyaw Swar Win (Cargo Coordinator), Briones Warren Dave Maldia (Ramp Loading Officer), Karuneshwari D/ONtthiyanandam (Customer Services Agent), Toi Kung Yam (Training Officer), Rico Tan (Duty Manager), Taib Bin Mohamed (Refueller), Lim Wee Tee (Ramp Serviceman), Norashikin Binte Hussin (Principal Associate), TanHeng Kuan (Cargo Coordinator), Ferrier Gary William (Customer Services Agent)(2nd row, from left to right) Juwairiah Bte Amat (Customer Services Officer), Ragunath A/L Selvarajoo (Police Constable), Katie Wu Pi Lin (Customer Services Agent), Joseph Khoo (Security Agent), Isgianto Bin Ismael (CargoCoordinator), Sarasvathi d/o Rethnavelu (Operation Assistant), Matthew Gabriel Quek (Instructor), Noor Md Ashraf (Lance Corporal), Yong Beng Hock Anthony (Load Control Officer), Nurulhadi Abdul Wahab (OperationsController), M. Santhi (Filing/Despatch Clerk), Voon Chee Nan (Baggage Officer)

6 OUR COMMUNITYThe Way to Happy PassengersA Peek Into…the Life of a Customer Services OfficerWhat happens when you have a passionate Raja Qahaarruddin Bin Raja Abdul “Even after sofrontline staff who is into quality improvement? Aziz, 44, is a Customer Services Officer many years, IYou get a customer services officer who is with SATS for 16 years. He is currently am still learningconstantly looking at ways to improve the stationed at Singapore Airlines First Class every day at workways things can be done in the pursuit of Check-In Lounge at both Terminals 2 and because manycustomer excellence! 3. situations can happen at check- Raja shared that the reason why he in and each time ” could stay in this job for so many years there’s something was the sensory job experience at the I can learn from. airport because anything can happen during check-in and every day is a RAJA QAHAARRUDDIN new experience for him. He also cited CUSTOMER SERVICES OFFICER, his colleagues whom he often worked SATS LTD together to overcome any hiccups that may arise at work as a key factor. passenger at a time. He enjoys what he does so much that his passion to delight emanates Over the course of his career with from the way he carries his job and how he SATS, Raja has made significant talks about it. Even his 14-year old son is contributions to the company. Whenever influenced by Raja and aspires to work in the he finds something amiss or can be aviation industry! done better, it’s in Raja’s DNA to want to improve it because he is a firm believer On his tip to survival in this line of service, that preventive is always better than Raja said, “Be patient and dedicated, and corrective. In fact, Raja has, on the most importantly treat the customers as how record, eight of his suggestions accepted you would like to be treated!” and implemented under the “Staff Idea in Actions” when SATS was still a subsidiary under SIA. Raja stressed that while not all ideas are good, one should have the courage to share their ideas. “When problems keep on recurring, we need to find out what cause them to happen. While we may not come up with a very good idea, we can work on that idea collectively and improve on it so that the problem can be resolved.” He hoped that the culture of continuous improvement in SATS will encourage operational staff to contribute more ideas. Raja is an exemplary role model when Flanked by his supportive team of colleagues, Raja it comes to delivering customer service. feels that they play an important role in making his He has received 1 Star, 2 Gold and 3 job enjoyable. Silver Excellent Service Awards (EXSA) by Spring Singapore. Whether helping a passenger to re-arrange for a missed flight, supporting a fellow colleague in an emergency situation, or alerting a cleaner of a wet passageway at the airport, Raja does it with aplomb. As he declares, “We don’t do what we do with the hope of receiving any compliments because the satisfaction from knowing that we have helped the passengers is more than enough to motivate us!” Truly, Raja is fuelled by a fundamental passion to help others, embracing his role in making a difference for others, one

7 OUR COMMUNITYPCEO Walkabout - “Every day, alearning day”‘Every Day, A Learning Day’ is a 6 month long initiative that is supported by the LifelongLearning Council. This initiative aims to promote learning attitudes among our employees bytriggering awareness that learning is a never ending process, and it can happen anywhere,at any time. The first phase of this initiative is through the distribution of the learning pouchthat consists of 7 items which signifies a learning every day:THE LEARNING POUCHItems LearningToothpick Learn to pick up good qualities in othersRubber Band Learn to be flexible and adjust to new learning Toothpick Rubber BandBand Aid Learn to heal hurt feelings, yours & othersPencil Learn to pen down a list of blessing every dayPhone Cleaner Learn to unlearn a bad habit and learn to stick toSticker good habitsLove Peg Learn to appreciate and extend care to someone Band Aid PencilTea Bag every day Learn to relax and go over your list of blessings These pouches are being distributed through our PCEO Phone Cleaner Love Peg during his walkabout. To foster this continuous learning Sticker mind set, we encourage employees to participate by sharing their new learning from their own environment. To build on this momentum, the second phase of this initiative is to introduce bite size learning and self-discovery through learning posters and stickers. These stickers and posters will be placed in the different SATS locations. Be on a look out for them when you are in any of our SATS offices! Finally, the last phase is through a video that captures learning that have taken place within the SATS community. Tea Bag

8 EXPANDING BOUNDARIESSATS Catering Private JetHandling Now Resides in Seletar! The opening ceremony was graced by various Fixed The number of passengers handled for private jets have Based Operators, Flight Attendants and Captains from increased steadily through the years in Singapore. As Private Jet Companies. Changi Airport gets busier, it is expected that more private jets will be utilising Seletar Airport as theirExpanding Boundaries gateway to Singapore. In tandem with Seletar Airport’s In Our Business Network expansion plans to build a 2-storey passenger terminal building to provide better facilities, SATS Catering has also set up a private jet office near the airport. On 6 September 2016, our Private Jet Team officially moved over to the new office located at JTC Aviation Two @ Seletar Aerospace Park. Being closer to our private jet customers is our way of showing our commitment to provide a complete, efficient and fuss-free handling experience once they set foot in Singapore. We pride ourselves in our capability to provide premium catering – and tailor to every aspect of aviation gourmet to the customers’ exacting needs. For we strongly believe “When one dines well, one flies well”. Renewed Partnership Across SATS’ NetworkForging New 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 Malaysia Airlines Berhad AISATS, BLRAirline JV. Station Singapore Airlines Cargo AISATS, BLRMalaysia Airlines Berhad AISATS, DEL Japan Airlines BGS (GH & Lounge), PEKMalindo Air BSFS*, KUL China Southern Airlines BSFS*, KULSilk Way West Airlines BSFS*, KUL Turkish Airlines BSFS*, KULMalaysia Airlines Berhad PT JAS, CGK, DPS & KNO Xiamen Airlines BSFS*, KULChongqing Airlines SATS (GH & CAT), SIN Mihin Lanka Airlines PMAD, CGKDelta Air Lines’ SkyClub TFK, NRT United Airlines SATS (CAT), SINSingapore Airlines TSAC, CCU Xiamen Airlines SATS (GH & CAT), SIN Jet Airways SATS (GH), SIN Malaysia Airlines Berhad SATSHK, HKG Turkish Airlines SATSHK, HKG *BSFS refers to Brahim’s SATS Food Services and it is based in KUL.

9 UNLOCKING ACHIEVEMENTSTop of the world!Asia Pacific Star (APS) wins the “Top of the World” Awardfrom Cebu Pacific (5J) for the 4th year in a row!Cebu Pacific Station Manager (Singapore), the on-time performance, baggage mishandling, (From left) Group photo of 5J Mr MichaelTimothy Vincent shared the good news that APS travel document irregularities as well as station Shau, Vice President Airport Services, Mrhas, once again, won the “Top of the World” audits conducted during the 1-year period from Rick Howell, Chief Operations Adviser, MrAward for Best Overall Performance (21-30 October 2015 to September 2016. The SIN Timothy Vincent, Station Manager (SIN),weekly flights) from Cebu Pacific. This award was station, managed by APS, scored the highest Mr Mike Szucs, Chief Executive Adviserpresented to Timothy during the Cebu Pacific ASI among 30 stations in the same category. and Ms Lissa Y. Anareta, Director Airport(Annual Services International) Annual Regional ServicesConference, held on 18 October 2016, in Manila, Thank you Cebu Pacific! This award is a testimonyPhilippines. Ground handlers were assessed of APS’ Passion To Delight our customers.based on their performance in areas such asIt’s the 2016 WorldChef CongressPresident’s Award for our Director ofKitchens!Congratulations on the well-deserved award, DOK!On 28 September 2016, SATS Director of world, the congress comprises of culinary SATS DOK Rick Stephen receiving theKitchens (DOK), Rick Stephen was recognised educational programmes, competitions, a President’s Award at the 2016 WorldChefsfor his hard work and dedication to the trade exhibition and numerous culinary events Congress in Thessaloniki, GreeceWorldChef – Association of Chefs Societies and activities.(WACS) by being awarded the President’sAward at the 2016 WorldChef Congress held “I am extremely honoured to be given thein Thessaloniki, Greece. President’s Award”, said DOK Rick as he thanked the mentors for the guidance, and theThe WorldChef Congress is a biennial event participants at the congress for the support.and a hallmark tradition of Worldchefs; it has Chef Rick has been contributing as a Certifiedbeen organised in over 34 cities across the Master Chef by the WACS since 2010 and isworld throughout its illustrious 86-year history. currently WACS’ Continental Director - Asia.Attracting over 750 chefs from all over the

10 UNLOCKING ACHIEVEMENTSSATS Receives our First Patent and a National Gold Awardfor our Innovative Tow Hitch Sensing System DID YOU KNOW? For an invention to be patentable, it must meet 3 key conditions: #1 NOVELTY The invention should not be publicly known in any way, anywhere in the world. #2 INVENTIVE STEP The invention must be something that represents an improvement over any existing product or process that is already available. #3 INDUSTRIAL APPLICATION The invention must be useful and have practical application. For every successful patent filed, uponLeft to right: Stanley Lim, Chairman of Singapore Logistic Association; Wee Buck Chye, Maintenance Officer; issuance of the Certificate of GrantRamanathan Rajamani, Aerolog General Manager; Shaibani Bin Osman, Maintenance Supervisor; Lai Poon Piau, to SATS by the Registrar of Patents,WSHC Executive Director; Sim Seng Moh, Maintenance Officer; Patrick Chan Phan Tuck, Maintenance Office. SATS will reward the team responsible for the invention a sum of S$5,000 toWhat started as a simple innovation and an cut the tractor engine off when the tow pin is be shared among the team members!initiative to improve ramp safety became a not inserted correctly. The tractor operatorssafety invention now patented under SATS, were also given trainings and issued safetywhich will benefit beyond the whole of flashes to guide them on what to do when the For Daryl Ong, Assistant Vice President ofSATS Group to our overseas joint ventures, tractor engine was cut off. Legal & Secretariat, the patent, which is theincluding other ground handling agents. With first in SATS, signifies that SATS is constantlythis invention, we have also recently received Since the implementation of the Tow Hitch improving the way we do things. “There couldthe prestigious Gold Award (Innovation) Sensing system in June 2014, the number be many innovations in our midst which mayunder the Logistic and Transport Sector from of runaway non-motorised equipment has qualify for patent and have great potential tothe Workplace Safety and Health Council “Our objective was to benefit the larger population,” he added.(WSHC) in May 2016. improve ramp safety and the patent and award from Moving forward, Ramana shared that theThe Tow Hitch Sensing system, a WSH are recognition to our team is looking at how to share this safetycollaborative effort between Maintenance, teamwork and innovation. practice with our overseas joint ventures soSafety and Ramp Operations, aims that the SATS Group can benefit as a whole.to prevent runaway of non-motorisedequipment. For many years, Apron had Well done to the team who have livedbeen plagued with the issues of disengaged out SATS’ core values of innovation,trailer from the tow vehicle which could lead When we work towards collaboration and safety and security!to accidents, causing grievous damages constant improvement, itto properties and aircrafts, and in serious benefits us and also the ”cases, human lives. industry.Such accidents happened when the tow RAMANA RAJAMANIhitch, which is used to connect the vehicle GENERAL MANAGER , AEROLOGto a trailer, is not engaged properly. While EXPRESS (THEN SENIORthese accidents can be minimised by a user MANAGER, MAINTENANCE )checking the tow hitch connection manuallybefore starting the vehicle, this can be timeconsuming and potentially dangerous.The team found that implementing a sensor dropped dramatically from 10 cases between Maintenance Supervisor Shaibani, shared about thecontrol system to ensure tow pin is inserted 2010 and 2013, to zero cases between 2014 SATS “Tractor Tow Hitch Sensor” at the WSHC awardproperly will help tackle this issue. Together, and 2016, resulting in a safer airside and ceremony.they developed a tractor tow hitch sensor to working environment for our staff!

11 UNLOCKING ACHIEVEMENTSTSAC receives ANA Catering Quality Program (ACQP) Certification‘Strive for excellence, success would follow’. TSAC Mumbai was the proud recipient of To all our team members, ‘Let the good workThis being the motto, we at TajSATS Air ACQP Gold Award in 2009 and Silver Award continue!’Catering (TSAC) are constantly striving to in 2012. We are happy our Delhi unit is thefind ways to meet our customer’s growing proud recipient of ACQP Gold Award for 2015. ANA Catering Quality Program (ACPQ) is ademands. program launched by All Nippon Airways to award caterers who has done well in termsTSAC, Mumbai received the ‘ACQP Certificate of quality control. ACQP uses the followingof Appreciation’ for 2015 for its excellent three perspectives in a quality control systemservice provided during the year. The TSAC that employs a PDCA cycle:Mumbai team also ensured smooth operationsof the newly introduced B-787 Dreamliner 1. Food safety to provide hygienic in-flightoperations from Mumbai, which is one of the meals;criteria for attaining the award. 2. Quality of Taste ensuring deliciousness; 3. Safe, quick and punctual aircraft loading and unloading and control of service items.JAS receives certification for IATA’s SafetyAudit of Ground Operations (ISAGO)Another milestone in JAS continual focus accidents and injuries.on safety and security has been achievedwith the IATA’s Safety Audit for Ground “Safety has always been a core valueOperations (ISAGO) in CGK, DPS, SUB. in JAS culture. There is nothing more important to us than ensuring the safetyISAGO is an internationally-recognised and security of our staff. Investing the timesystem for assessing the operational and effort in ensuring compliance withmanagement and control systems of an ISAGO standards reflect our commitmentorganisation that provides ground handling to continuous improvement in safetyservices for airlines. It is based on industry- standards.” said Heri Setiawan, Safety &proven quality audit principles and is Quality Manager.structured to ensure a standardised auditwith consistent results across aviation Established in 1984, JAS ensures thebusinesses. The implementation of the aviation industry operates smoothly andISAGO aims to improve safety as well as efficiently in 12 airports across Indonesia.manage airline costs by reducing ground Excellence

12 UNLOCKING ACHIEVEMENTSBeijing Aviation Ground Services Company Limited “BGS was the second best ground(BGS) Awarded “Best Ground Handling Company” handling company in Hong Kongin the Annual Hong Kong Airlines (HX) Awards Airlines’ worldwide network in 2014 and that was already a very strong performance. We could not hide our excitement and joy when we were told that we improved on that strong performance and came up tops, became the Champion in 2015. This definitely could not have happened without the dedication and hard work of staff from both our esteemed partner Hong Kong Airlines Beijing and BGS. We are very appreciative of the guidance and motivation from our partner and winning this top award will further motivate our staff to push harder to always provide high quality and reliable services to Hong Kong Airlines. We would like to take this opportunity to thank our partner Hong Kong Airlines in recognising our performance and appreciating ourBeijing Aviation Ground Services (BGS) Security, On-Time Performance, Customer service quality. Thank you!” ”is delighted to have been awarded the Satisfaction, Ancillary Revenue and theprestigious Hong Kong Airlines’ (HX) “Best Overall Service Quality of their handling BGS GM Mr Willy Ko expressed delightGround Handling Company” for 2015 at the companies worldwide. and appreciation in receiving the award.airlines’ annual award ceremony. This followsBGS’ runners up award for HX in 2014. HX “Congratulations to BGS, we haveDeputy General Manager Airport Services finally achieved the target! I was alwaysChina Region, Mr Robin Duan, presented the confident that your team could do it. Iprestigious award to BGS General Manager would like to take this opportunity toMr Willy Ko on 08 September 2016. thank BGS, and also SATS, you have brought a lot of advanced industryBGS was established in 1994 at the invitation BGS is honoured to be HX’s partner in PEK, experience into China, ever since BGSof the Civil Aviation Administration of China and we are excited to continue our journey was established in 1994. I am looking(CAAC) to raise service standards at Beijing in service excellence and mutual value forward to your continuous contributionCapital International Airport (PEK) through creation for all our customers. to Hong Kong Airlines, and to allcompetition. BGS provides customer-focused customer airlines in China, in 2016 andcomprehensive ground handling, cargo ”beyond! Well done, BGS!handling and lounge services for a variety of HX DGM (Airport Services China Region)clientele, serving more than 53% of the airlines Mr Robin Duan congratulated BGS foroperating to one of the world’s busiest airports. their hard work and effort in attaining the Champion award.The annual award is based on the airline’sperformance review assessments on Safety /TFK ranked No. 1 again in Air Tahiti Nui (TN)network!TFK came up as the top ranking in Air Tahiti’s 2016 Half Year Performance Analysis. TFKhas been Air Tahiti’s No. 1 Caterer since the second half of 2013. Air Tahiti operates 2flights a week from Narita to Tahiti and is planning to increase their frequency during theWinter months.Tahiti is the largest island in French Polynesia, the South Pacific archipelago. Shaped likea figure-8.

13 CREATING MILESTONESSATS’ 31st Bi-Annual Survey Presentation and DinnerOn 27 September 2016, SATS held its cargo services. We were also delighted31st Bi-Annual Survey Presentation and to have our business partner DFASSDinner at the ChangiAirport Crowne Plaza. SATS to give a brief introduction on their products and services available forSATS has once again achieved a new airline buy-on-board duty free services.record with an overall score of 86.4 and all11 operational areas improved since the Once again, we would like to thank alllast survey. While we give ourselves a pat our airline customers for their vote ofon the back for the improved results, we confidence. We will continue to explorealso recognised the areas that we need new initiatives and technology to provideto improve on and review our processes. seamless service and better products.This time, we have our business unitspresented on catering, apron services,Finnair(AY)’s Inaugural A350 Service Finnair became the first European carrier at the gatehold room sponsored by SATS. to fly the A350 between Europe and Asia Passengers were also delighted with on 17 October 2016, revolutionising the complimentary classic blueberry muffins from flying experience for their passengers with our SATS Bakery as a takeaway gift for the their new aircraft. Their new A350’s Nordic celebration. interiors have fully customised features to maximise comfort, including lighting within SATS Catering is a proud partner of Finnair, the aircraft that is inspired by the Northern and congratulates them on the launch of their Lights. Helsinki-Singapore A350 XWB operations. The arrival of the Finnair’s inaugural A350 service to Changi was graced by Finnish Ambassador, HE Paula Parviainen, while the departure flight was celebrated with a ribbon and cake cutting ceremony, as well as a reception spread for the passengers(Left to Right) General Manager, Finnair Singapore, SATS Catering servicing the first Finnair HEL-Mr Nick Naung Naung and Finnish Ambassador, Her SIN A350 XWB flightExcellency Paula Parviainen presenting the FinnairA350 aircraft model to SATS PCEO Mr Alex Hungate The Finnair team with its Singapore partners at the Cake cutting ceremony for the departure flight

14 CREATING MILESTONESCongratulations to three hours when making the journey massive support rendered to ensure On 7 September 2016, AmericanSwiss International from Singapore to Urumqi. This will the smooth handling of the flight. Airlines celebrated its new routeAir Lines (LX) on the greatly promote overall tourist and from Hong Kong to Los Angeles withcommencement of B777 business traffic between Xinjiang Mr Chihiro Hagiwara, Staff Manager a ribbon-cutting ceremony at Hongservices between Zurich and Southeast Asia. Singaporeans of JAL Royal Catering Co. Ltd., also Kong International Airport. SATSand Singapore! now have more options when they extended his appreciation, stating in HK staff have demonstrated their consider holiday options in Western his email that Prime Minister Abe, warmth and sincerity to assist the China. his wife and the other delegates had passengers at the check-in counters tasted the array of fish, chicken and and the boarding gate. SATS is proud to be West Air’s beef dishes prepared for them by chosen partner in Singapore and look SATS, and had thoroughly enjoyed The ceremony began at 8p.m. at forward to supporting West Air in all the meals. The JAL crew were also Gate 25 for flight number AA192. its future development. impressed by the flexibility and An opening speech was given by professionalism of the SATS team Airport Authority Hong Kong DeputySATS witnessed another momentous Chongqing Airlines (OQ) despite the last minute schedule Director Airport Operations Mrsday of our airline partner – the new begins services to change. Vivian Cheung followed by a ribbonSWISS flagship aircraft, Boeing 777- Singapore Changi Airport cutting ceremony. Local goodies300ER landed in Singapore Changi (SIN) Kudos to the SATS Catering team for were presented to AA crew.Airport on 3 September 2016. displaying the Passion to Delight and On 9 September 2016, OQ officially the excellent team work for this VVIP Asia Airfreight TerminalThis new aircraft sets new standards commenced its 3-times weekly flight! (AAT) organized Safetyin travel experience and comfort – service to SIN. The inaugural Campaign 2016 – Safetynew seats, on-board Wi-Fi and a new flight was greeted by a lion dance Delta Air Lines (DL) is Everyone’s Duty!internal layout guarantee relaxed performance, signifying the SUMMER UP celebration!travelling in every class. SWISS will auspicious start of the carrier’s On 26 September 2016, AATbe operating this new aircraft type 3 operations here in SIN. Following the On 3 September 2016, Delta Air Lines organized a Safety Campaigntimes weekly for the Singapore (SIN) gatehold celebrations, a celebratory held a SUMMER UP celebration with this year’s theme “Safety is– Zurich (ZRH) route. Dinner Reception cum Product for SATS HK operations staff to Everyone’s Duty” at the Ramp Office. Presentation was held at Mandarin appreciate the team for their hard The team was honoured to haveIn celebration of this new milestone Oriental Hotel. SATS is proud to work and contribution in providing the Airport Authority Hong Kongfor SWISS, SATS gave out our in- be OQ’s preferred ground handling safe, reliable and excellent service. (AAHK)’s Assistant General Managerhouse special made chocolates to the partner in this milestone of success. SATS HK staff were delighted to Airfield Mr Wing Yeung and our airlinepassengers and crews. join the celebration and enjoyed the customers attend the event. OQ is a subsidiary of China Southern bonding session paired with deliciousCongratulations to SWISS again on Airlines (CZ) and is based in food. Our safety performance andyour successful new aircraft launch! Chongqing. measures, also the new safety Thank you DL! Initiatives were presented to theWest Air (PN)’s Inaugural guests. With our concerted efforts,Urumqi flight took off American Airlines (AA) we hope to achieve a better safetyfrom Singapore Changi launches its 2nd flight at performance in Year 2016/17.Airport (SIN) Hong Kong International Airport (HKG) We had our staff participated in the Exceptional Handling by “Safety Poster Design Competition SATS Catering Team! 2016” – this is part of the safety campaign which aimed to increaseWest Air (PN), a Chongqing-based Japan Prime Minister Mr Shinzo the safety awareness among ourlow-cost airline, has launched Abe, his wife and team of delegates staff. Three outstanding safetyscheduled flight from Singapore to traveled through Singapore Changi posters were selected and will beUrumqi via Chongqing without any Airport on 29 August 2016. displayed in the operational site.change of aircraft in Chongqing on 2September 2016. Services until end Given the limited advance notice, our Let’s do our part for safety!of October 2016 will be operated on SATS chefs and the operations teamMondays, Wednesdays, Fridays and wasted no time to come together PMAD celebrates ChinaSundays before the service linking to plan and execute the special Southern Airlines (CZ)the three cities is operated daily. With requirements for this VVIP flight. inaugural Jakarta -the introduction of West Air’s flight Shenzhen Flightfrom Singapore to Urumqi, one can The excellent team work and highshorten the transit waiting time from quality of service delivery by theup to 15 hours (if travel via Beijing, SATS Catering team did not goShanghai or Guangzhou) to less than unnoticed. Japan Airlines’ Assistant Manager, Passenger Services, Mr Kang Chor Kheng, complimented the team for their good coordination and

15 CREATING MILESTONESChina Southern Airlines (CZ) “The provision of ASA is one Asia Atlantic is a Thai carrier and We are honoured to be selectedcommences its new route between of our efforts in honouring their a joint venture between Japanese as the start-up caterer for IberiaJakarta – Shenzhen on 21 September achievements that have been travel agent H.I.S and Thai hotelier Airlines. Iberia Airlines is operating2016 and will run four times a successful in bringing the name of Baiyoke Group with its headquarter direct flights between Madrid, Spainweek, departing Shenzhen’s Baoan Indonesia. Their success should be in Bangkok, Thailand. and Narita, Japan utilizing an A330-International Airport. With this new appreciated. Our Olympic medal 200 Aircraft and offering a 2-Classroute, CZ now has a total of 18 flights winner and the splendour of the new TFK receives service.per week operating out of Jakarta T3 Cengkareng is a combination compliments for itsto Guangzhou and Shenzhen with that deserves only the best service Japanese Delights from TFK looks forward to working closelyAirbus 320. from CAS Destination - JAS Airport its Delta Airlines’ (DL) with Iberia Airlines for a long term Services.” said Adji Gunawan, CEO passengers partnership.Since August 2015, CZ had increased of JAS Airport Services.its flights between Guangzhou TFK Corporation has consistently Sayonara to KLM’s B747and International routes. We are TFK creates unique received good comments at both Fleet out of Tokyo Naritadefinitely honoured to be CZ’s Japanese meal box for Air Narita and Haneda from DeltaAirlines’ International AirportCaterer in Jakarta and look forward China (CA) Passengers and Crew for their In-to supporting and growing with CZ in flight menus and services since the On 03 September 2016, KLMits expansion plans. Air China has started loading a start of catering services to Delta operated their last B747 flight out of unique Japanese meal box on their Airlines in October 2015, in particular Narita. We were requested to designCAS Destination - flights, specially designed by TFK’s for TFK’s “Delta One Japanese a suitably labelled Japanese SakeJAS Airport Services Japanese Menu Development Team. Meals”. Excellent comments were for the occasion along with a farewellsupported the Olympic given on the Japanese Meals’ celebration cake to commemorate itsGames in Rio 2016 Nine Dishes are divided elegantly quality, colourful appearance and service. in a beautiful disposable box with the taste. These meals were servedCAS Destination - JAS Airport Business Class passengers being to both the Japanese passengers Japan Airlines (JL) &Services actively participated in able to enjoy 9 varieties of Japanese and passengers with non-Japanese Doraemon team up towelcoming the arrival of Indonesia delicacies. This service is only nationality on Delta Airlines’ flights. delight the travellingcontingent who compete in the provided on the Tokyo Narita and The Japanese Meals include on Chinese public2016 Olympic Games in Rio through Haneda International Airports to the Traysets, a Zensai (Appetizer),Airport Special Assistance (ASA). Beijing routes. TFK has received a Kobachi (Small Dish), a Nimono This Autumn and Winter, Japan many excellent feedbacks from Air (Cooked Dish), a Shusai (Main Dish), Airlines will be operating on theirIn collaboration with the Ministry China for this new service. Rice, Miso Soup and Pickles. Chinese routes out of Narita, aircraftof Youth and Sports, Indonesian decorated with the DoraemonOlympic Committee, and several Asia Atlantic Airlines (HB) TFK welcomes Iberia character. Doraemon is very popularorganizations of sports, CAS new service operating Airlines (IB) to join the in China across all ages.Destination - JAS Airport Services between Tokyo Narita and catering familyprovide ASA services for two groups Indonesia Denpasar (Bali) TFK are proud to handle Japanof Indonesian athletes who compete TFK has been pre-awarded a start- Airlines’ “Doraemon flights” out ofin the 2016 Olympics. The first This Summer, TFK has been up contract with Iberia Airlines with Narita.Group serviced by CAS Destination handling a series of special Summer effect from 19 October 2016 to- JAS Airport Services are 2 silver flights for Asia Atlantic Airlines from 18 January 2017. TFK was Iberiamedallists Eko Yuli Irawan and 31 July to 21 September operating Airlines’ caterer 18 years ago andAgustiani Sri Wahyu with all their between Tokyo Narita and Indonesia catered the Spanish carrier for 12officials. They arrived at Soekarno- Denpasar (Bali), with 35 flights in all. years between 1986 and 1998.Hatta Airport on 14 August 2016. TFK received much warm praise from the Asia Atlantic Airlines team. TheThe second group is the badminton local station manager commented:gold medallist pair: Tontowi Ahmad “Thank you very much. The Inflightand Liliyana Natsir along with other Meals that Asia Atlantic Airlines can15 athletes and officials on 23 provide with the most confidenceAugust 2016, also at Soekarno-Hatta are the ones that are loaded on theInternational Airport in Cengkareng. Japanese outbound flights. TFK is always warm and gives goodCAS Destination - JAS Airport response. I want to say once again,Services role is to ensure that thank you!”passengers and their baggage arewell taken care of, include facilitatingflower garland on welcoming activity.

16 “A Happy Diwali to all our Indian 16 HEARTFELT COMPLIMENTS airline friends and partners!”Would like to express my Our flight RX785 was delayed We would like to express our sincere - From the SATS Groupappreciation for the great team in SIN due to Engine Fuel Filter appreciation to the handling of theeffort which contributed to on time change. We wish to thank all BBJ VIP-Charter flight KE3641 on We would like to express ourdeparture for NZ281/28Sep. The staff who extended their usual 29th Aug (arrival) and KE9811 on appreciation and thanks to all thecounter and gate staff were able good co-operation in handling the 30th Aug (departure). gate team staffs who are involvedto coordinate very well with each delayed flight and especially one in the handling of MU546other in making the seat changes of your Duty Managers who went The team has greatly shows delayed flight due to hydraulicto accommodate passengers due BEYOND THE CALL OF DUTY professional service attitude and leak. On that day, staffs are veryto unusable seats as well as the in assisting us by escorting the their abilities even it was inclement cooperative and assisted dealinghigh load factor. Counter staff did Captain to the Apron and being with weather. Thank you so much for all with the delay complaints andwell in delegating tasks at hand, him and coordinated with relevant cooperation, helping to ensure the delay announcements. I amwith great initiative shown by the departments quickly to minimize smooth flight handling. greatly impressed with the teamCSAs at the gate to comb queues the flight delay. He also updated us as they board all the passengersas well as invite passengers to the progress time to time. In fact Suhaimy Abdul Malek (208+2infant) in approximatelyjoin the premium boarding queues when the Captain requested self Deputy General Manager 10mins. These initiatives not onlyto speed up the boarding process. to accompany him to the Ramp, accentuate SATS’ commitmentThroughout all this, their standard knowing that I did not have the Korean Air to deliver quality services, theseof service remained high and I Airport Pass with Apron access are value-added service to ourobserved that most passengers at that time he VOLUNTEERED I would like to appreciate carrier and thus ensuring ourwere assisted with professionalism to go along with the captain which Ms Sunny Loo for her kind passengers’ continuous support.and a good level of interaction to should be praised. assistance to our passengermake the experience a positive on CCLS left behind his mobile Keep up the good work andone for our passengers. Thanking you for your usual phone in taxi, and was lost. I we look forward to many more excellent co-operation. called taxi company, and found good years of cooperation and Benson Chua that taxi driver was in a queue at enhancing our relationship. Airport Ops Manager Singapore R.T.Manoharan (Mano) T2, and could not come back to We are certainly proud to be Operations Manager T1. Ms Sunny Loo rushed to T2 associated with SATS with its Air New Zealand Regent Airways and recovered his mobile phone service dedication. from driver.My family and I were holidaying in My sincere appreciation to Duty Jowee NgSingapore, the flight back to London Manager Ahmad and Officer It was very time constraint Customer Service Executiveon the 26th August became full. 2 Chandrila for their excellent however she tried her best toSATS staff saw how distressed I performance. My flight was fully make it in time. Passenger was China Eastern Airlineswas and made it their mission to booked, and i am happy to inform very much appreciating her kindhelp me and my family get home to you by arranging staff 7/8 at assistance. I would like to compliment the teamLondon. Not only did they search counter, they managed to check -in for a remarkable delay handling forfor alternative flight options for us, all passengers within my closing Nozomi Murashita BA12 on 23sep. Flight was delayedthey stayed with us to help, and time. You will be very glad to know Japan Airlines for 2hrs 55mins due both potablethey did not even once display any that sometimes the officer herself Manager water compressor inoperative. Inimpatience or agitation towards us checked-in the passenger to clear order to depart the flight, we hadeven though their shift was over. the queue, and she has a very We would like to give our to order 2000 bottles of 330mls good control among the staff and compliments to your gate staff of mineral water and 650 bottlesThey are a real asset to your counter which is really appreciated. and DM Siah that was assigned of 1.5 litres of mineral water forteam and truly reflect the ethos of for KE647 flight. It was very very passengers and crew. Passengerscustomer service and customer Md Sharifur Rahman heavy rain today and we were disembark the aircraft in an orderlycare that BA pride themselves Station Manager being assigned to the remote manner and reboarded the flighton and one that every other bay. They did an excellent job in in record time. When the mineralorganisation should strive to Biman Bangladesh Airlines arrival by helping pax and crew. water arrived, everyone work asachieve. I am the type of person that They are very very proactive even a team, distributing water to allwill go out of my way to deliver first I would like to compliment on the though they were all wet. We were passengers (470). It was teamclass customer service, therefore staff at the check in counter who impressed with the hard-work and work at its best. Flight and Cabinbeing on the receiving end of such was very courteous, helpful and full co-operation with KE as shown crew were impressed with theircare, consideration and first-class friendly and very professional by them. professionalism and positiveprofessionalism is an experience in handling the passengers. attitude despite being tired. Wellthat I will not forget. Especially Jet Airways staff Kuldip We look forward to work more with done to the team and thank you! Kaur and their team. I hope Jet you and appreciate the pleasantThank you for having people like Airways will have more staff like service that your staff showed. Rindal Ongthem on the front line where it truly them. Appreciate very much. CS Duty Manager SINcounts. Thank you. Jinny Choi Representative British Airways Anita Bhuller Darama Singh Passenger of British Airways Passengers of Jet Airways Korean Air 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