Passion To Delight - Issue 33

ISSUE JUL 17 33SATS clinched the“Best Air Cargo TerminalOperator – Asia” Award!04 SATS Technology 06 08Annual SATS PCEO Mous-Scoot-ka pops 11 APS wins Ground Innovation Centre, Awards 2017 its European Cherry Operations Outstanding TechnIC@SATS Airport at Jetstar Airways (JQ) GHA Conference in Melbourne!

2 COVER STORYSATS clinched the “Best Air CargoTerminal Operator – Asia” Award!SATS Cargo has successfully won the Best and e-news subscribers, SATS is recognized SATS Senior Manager, Cargo Services, Ms WinnieAir Cargo Terminal Operator – Asia award at for its continuous drive to pursue innovation Pang received the award at the AFLAS awardthe 2017 Asian Freight, Logistics and Supply and productivity improvements, wide range ceremonyChain (AFLAS) Awards held at the Marina Bay of service offerings to our customers withCruise Center Singapore on 29 June 2017. competitive cost structure and strongThe awards, hosted and organized annually by operational cargo performance in 2016, with aAsia Cargo News, recognize leading service passion to delight customers.providers including air and shipping lines;airports and seaports; and logistics, 3PLs and We are delighted to be crowned thisother associated industry professionals. distinguished award, and we would also like to congratulate all our airline partners who wereBased on a nomination and voting process by also one of the award winners for the night!more than 15,000 readers of Asia Cargo News

3 PARAMOUNT INITIATIVEPassenger ServicesPassenger Services’ “Make Someone’s Day” and “MakeMy Day” Campaigns!From March through till May 2017,Passenger Services have reached out topassengers and frontline staff on severalPassion to Delight platforms: “MakeSomeone’s Day” and “Make My Day”campaigns!Bring out the smiles in passengerssimply with “Extra Miles Beginswith ME”Delivered at the boarding gates with Similarly, a creative “spin the wheel” concept Bringing out the unity with “Goodbaskets of love, the “Make Someone’s was implemented onto the “Make My Day” Teamwork Begins with ME”Day” campaign has brought additional campaign gathering the attention of curioussmiles to passengers at SQ’s gatehold KE passengers on Korea’s Children and As we focus to improve on frontline servicerooms. Tiny confectionery surprises Parent’s celebration days. Passengers, be delivery consistently at every transaction,have been extended to every passenger it young or old were trouped through the bringing out the unity in the service teamupon receiving back their verified travel delightful experience of “rewarded while was just as crucial. Through the “Make Mydocuments from a SATS Customer Service rewarding” as they filled up their “Make Day” campaign, staff were given individualAgent. My Day” service satisfaction cards handed “Make My Day” service satisfaction cards upon checking in. on non-campaign days to continually render great services in achieving the overall Gathering positive feedback service satisfaction targets set for the team. through “A Warm Smile Begins By working hand in hand contributing within with ME” and “Good Grooming their means impressing at each service Begins with ME” delivery, the team would be aligned in striving to achieve common goals. With staff displaying Passion to Delight attributes starting with their Warm Smiles, Professional Grooming and Gracious Service Etiquette; passengers have written positive notes translating to compliments to staff, airlines and stations as whole. iPAX devices and service satisfaction cards have been used to gather feedback on our passenger’s travelling experiences respectively. Passion to Delight begins with YOU and ME!

4 PARAMOUNT INITIATIVESATS Technology Innovation Centre, TechnIC@SATSTechnology-Driven, People-LedRecognizing the need to innovate and leverage We just launched the Authority of Singapore (CAAS) and Singaporeon technologies to enhance job attractiveness Air Transport Industry Economic Development Board (EDB), a totaland enable greater efficiency, SATS unveiled of $110 million has been committed to the Centre.“its Technology Innovation Centre, TechnIC@SATS on 24 May 2017. Transformation Map last We are honoured to have Mr Ng Chee Meng, Minister for Education (Schools) andTechnIC@SATS spearheads the effort to work month (April) to guide the Second Minister for Transport, to officiate thewith the various business units within SATS sector’s transformation launch of our Innovation Centre, TechnIC@in developing new capabilities and increase efforts and bring about SATS. Minister Ng said that SATS Innovation Centre will leverage on technologies toproductivity. more opportunities and raise Changi’s productivity and efficiency, as well as transforming manual jobs intoTechnIC@SATS will focus on three broad better jobs for the sector, high quality ones. And, the increase incategories of technologies to improve industry partnerships and development ofproductivity and service: and we are delighted new ideas will continue to enhance Changi’s that SATS is one of the competitiveness. firsts to respond to Mr Alex Hungate, SATS President and Chief1. Digital Business the challenge with its Executive Officer shared that: “Constant2. Robotics innovation and productivity gains are crucial3. Internet of things (IoT) ”TechnIC@SATS. in today’s competitive marketplace. By harnessing the power of information andDuring the launch, SATS showcased new MR NG CHEE MENG technology, we can provide more dynamic,technologies that are being trialled in some MINISTER FOR EDUCATION agile services that make travel more seamlessareas of its operations. These include: for passengers and enhances connectivity, (SCHOOLS) AND SECOND MINISTER eCommerce shipments as well as improve quality and cost of our food.” FOR TRANSPORT1. Smart Wheelchair System, a convoy 3. Roboto, a robotic chef that could prepare of wheelchairs using vision-based laksa for passengers at the SATS Premier technology that allows one staff to Lounges handle 3 wheelchairs at the same time; Co-funded and supported by the Civil Aviation2. Dolly, an AGV that enables one staff to transport more than one food trolley per trip

5PARAMOUNT INITIATIVESMinister for Education (Schools) and Second Minister for Transport, Mr Ng Chee Meng receiving the token ofappreciation from President and Chief Executive Officer of SATS Ltd., Mr Alex Hungate.Live demonstration by a robotic “chef” as it goes through the various steps to prepare a bowl of Laksa (Singapore local dish)Live demonstration for “Follow-Me” wheelchairs – Left of photo: SATS staff leading a Minister Ng Chee Meng trying out “Dolly” – an AGV thatconvoy of AGV wheelchairs through the foyer at Terminal 3. enables one staff to transport more than one food trolley per trip by following the operator.

6 OUR COMMUNITYAnnual SATS PCEO Awards 2017In recognition of staff contribution in line with Passion to DelightThe annual prestigious SATS PCEO Awards associates such as AAT, PT Jas and AISATS. the group after all the tickets were confirmedheld on 21 April 2017 saw 9 teams and 4 and issued. The passengers were so gratefulindividuals who were recognized for their Special mention went to Ms Rozidah Yasin, to Rozidah that they even invited her to theiroutstanding contributions to the transformation SATS Customer Service Agent who clinched wedding.and development of SATS in line with our the Service Personality of the Year award at thisPassion to Delight. These well deserving year’s Annual Airport Celebration by Changi Through the outstanding and amazing actswinners underwent stringent selection by panel Airport Group. Ms Rozidah had offered to help from such service champions within SATS, wemembers which include SATS PCEO Mr Alex a group of stranded passengers by driving them continuously head towards our goal to be theHungate and other senior SATS management. to Johor Bahru to withdraw the necessary cash first choice provider of gateway services andA total of 80 nominations were received from needed to complete payment of their tickets to food solutions.various business units within SATS, including Osaka, Japan. This extraordinary act was donesome from SATS overseas joint ventures and at her own personal capacity, and she only leftGateway ManagementFestive WalkaboutCelebrating Hari Raya at SATSOn 26 June 2017, our SATS Gateway team, led byour Executive Vice President Gateway Services, MrYacoob Piperdi, dressed up in a colour-coordinatedfestive outfits, visited the various operations areasand mingled with our ground staff. Tokens ofappreciation were also given out to thank the staff fortheir hard work especially during the festive season.These little touch have brought smiles to our groundstaff and lighted up the special day for all!

OUR COMMUNITY 7Employees of the Month MAR 2017SATS 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 March and April 2017!(From left to right) Ramos Erwin Tapang, Tech Ramp Serviceman; Salmah Bte Nuji, Police Sergeant; Mohamed Imtiaz s/o Md Tafeil, Customer Services Officer; Seah Nam Peng, Associate; Nurul Liana, LoadControl Officer; Balasubramaniyan Nagaraj, ADP Driver; Abdul Rashid bin Abdul Wahid, Cargo Coordinator; Muhammad Aidil Bin Sa’ad, Customer Services Officer; Ungku Nor Aza Binte U Kadir, OperationsAssistant; Sy Mark Stephen Endiafe, Acting Principle Associate; Bo Bo Tun, Cargo Coordinator; Kong Kierk Choo Christine, Customer Services Officer; Albert Alakeesan, Duty Manager; Sasitharn Nair A/LBalakrishnan, Lance Corporal; Ravis A/L Palanivelo: Operation Assistant; Muhd Zaki Zainal, Customer Services Officer; Mohd Azmi B Sarnan, Technician; Muhammad Nasser Bin Bahhari, Police Constable;Xu Gaorui, Equipment Operator; Noorhayatee Binte Abu Bakar, Operations Controller; Mdhaidi Hussin, Duty Manager; Jaya D/O Rethinasamy Ghandhi, Customer Services Agent; Abdhadi Abdrashid, CargoOfficer APR 2017(From left to right) Rosli B Ahmad Shan, Cargo Coordinator; Lim Lee Watt, Customer Services Officer; Pilongo Mafe Remellite, Senior Associate; Mohammed Rezal Bin Borhandin, Corporal; Baharudin BinMohamed, Lead Assistant; Navarro Christian Gecolea, Tech Ramp Serviceman; Keong Kin Wee, Customer Services Agent; Rafiee Bin Othman, Load Control Officer; Wardah Bte Ismail, Security Agent; MuraliA/L Thanakodek, Operations Assistant; Jamaruddin Bin Mohd Yousoff, Technician; Loo Geok Beng Emily, Customer Services Officer; Jasman Rahmat, Cargo Coordinator; Mohamed Noh Bin Musa, Duty Man-ager; Jasdeep Singh Makkar, Customer Services Agent; Navanathan A/L Pachimutthu, Loading Assistant; Castillo Kevin Paul Espina, Skipper; Chong Kim Fah, Ramp Officer; Serene Tong Siew Keng, ClericalOfficer; Ramdass S/O Suppiah, ETV/ TV Driver; Anuar Bin Kamis, Lance Corporal; Ho Weng Yin, Technical Supervisor; Chin Nyuk Khim, Customer Services OfficerE 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 following airlines for the continued support!Air India TFK, NRT Airline JV. Station Xiamen Airlines EGAS(ramp), KHHAirBridgeCargo Airlines EGAS(ramp), TPE Finnair SATS (Catering), SIN Uzbekistan Airways SATS (Catering), SINJC (Cambodia) International Airlines EGAS(ramp), TPE Singapore Airlines TSAC, DELJC (Cambodia) International Airlines SATS, SINAir France MIC, MLE

8 CREATING MILESTONESMous-Scoot-ka in Athens!Get your Greek on Congratulatory Greek themed Scootees onboard TZ’s inaugural service macaroons sponsored by SATSMous-Scoot-ka pops its European Cherry On 20 June 2017, Scoot commenced its inaugural long haul service to Athens – its first European destination. SATS is proud to be Scoot’s strategic partner for inflight services including duty-free shopping. The extension of the collaboration between Scoot and SATS to long-haul services sets a new milestone for the partnership. SATS congratulates Scoot and looks forward to supporting Scoot on its expansion plans to more long haul routes.

9 CREATING MILESTONESStar Alliance Turns 20! carriers. SATS congratulates Star Guests were also welcomed to rest Alliance for marking 20 glorious years! and relax at the event’s “Dessert Room”, where the SATS Pastry Chefs DBS Terminal 2 Lounge handcrafted edible show pieces of officially opened! the icons of Singapore, guests were treated to a selection of classic Ondeh Ondeh Cake, Gula Melaka Cake, Buddha Lemon and Fig Sponge, Water Chestnut with Osmanthus Flower & Wolfberry Jelly and even Nasi Lemak Cookies. Aromas of fine food and wine filled The DBS Management thanked and the night of 24 April 2017 at the DBS showed their appreciation to SATS Asia Treasures Lounge in Terminal Catering for the support rendered to 2 – celebrating its 10th Anniversary make the Launch Party a successful and the re-opening of its newly one. refurbished lounge. We are proud to be Malindo Air’s chosen partner in Singapore.The world’s first global aviation DBS Asia Treasures collaborated United Airlines (UA) APACalliance, Star Alliance, has with SATS Catering to put together Corporate Forum 2017celebrated its 20-year anniversary an Asian-influenced menu to delightwith its members in Singapore which the bank’s esteemed guests. The SATS welcomes Ethiopianincludes Singapore Airlines, United featured menu was one of the dinner Airlines (ET) resumptionAirlines, All Nippon Airways, EVA highlights with the evening starting into Singapore ChangiAir, Air New Zealand, Thai Airways, with canapés such as Thai Scallop Airport!Asiana Airlines, Air China, Shenzhen Ceviche with Mango Salsa, LambAirlines, Turkish Airlines, Swiss Meatballs with Spiced Tomato Gravy, United Airlines (United) held its APACInternational Air Lines, Lufthansa and Poached Drunken Chicken with Corporate Forum on 23 May this yearAir India on 17 May 2017. Crystal Spring Onion Dressing and at The St Regis – a commerciallyThe alliance has since grown to Chilled King Prawn with Salted Egg important annual event for United tocomprise 28 members and some Cream Sauce. There were also live showcase their new products to their40 affiliates, serving over 1,300 stations featuring 8-Treasures Soup, top corporate customers.destinations in 191 countries. To Slow Braised Beef Short Ribs Pan-celebrate the anniversary, Star Fried in Brik and Cep MushroomAlliance Singapore organized anevent to mark the success of thealliance.SATS Catering is proud to be a SATS warmly welcome Ethiopian For this year’s forum, the guestsfood sponsor of this event – guests Airlines, a member of Star Alliance, were treated to the “Polaris” productwere treated to canapés of Tomato who resumed its operation to launched by United in DecemberGazpacho, Slow cooked Chicken Singapore on 1 June 2017. SATS 2016. Besides a feast on the eyesBreast “Thai Style”, Beetroot Salmon is proud to handle all Star Alliance on the mouth-watering display of“Gravalax”, Blinis and Lemon-Chive members at Singapore Changi the current onboard menu, duringCream and Tuna Tartar in Black Airport. the forum’s tea-break session, theSesame Waffle Cone, Steamed guests also had the chance to tasteSole “Roulade”, Black truffle Potato Gift exchange between ET Group the Polaris desserts – speciallyEspuma, Balsamic Chicken coated CEO, Mr Tewolde GebreMariam crafted pastries by SATS Cateringwith Crispy Rice Puff, Pepes Ikan, and SATS EVP Gateway Services, for United.Hara Bhara Kabab, Beef and Chicken Mr Yacoob Piperdi, was held to commemorate this special occasion. United GM Singapore Mr EdwinSatay and Samosas. Cream and artisan bakery breads Yee expressed appreciation for the such as Green Tea Brioche and SATS congratulates United-SATS partnership and theTo mark the event, SATS Catering Black Olive Bread. All-time favourites Malindo Air (OD) for support rendered. United’s Globalalso presented a Hazelnut-flavoured such as Laksa Goreng Istimewa, Red operating world’s first Accounts team also thanked SATSanniversary cake to the Star Alliance Snapper in Nonya Assam Sauce, Boeing 737 Max 8 flight for our flexibility in accommodating Chicken Saffron Tikka, Sliced Wagyu to Singapore on 22 May to their requests, including the last Beef Tenderloin with Black Pepper 2017! minute changes. Sauce were on the buffet line for the guests indulgences. “We always try to have a “wow” moment in our forum to make the event unique and memorable to our customers. The Polaris meal showcase was a “WOW” moment

10 CREATING MILESTONES Going the extra mile – Maldives Inflight Catering continue to delight our patrons with Exceptional service for (MIC) opens Airport Staff tasty new creations that will make passengers at SATS Lost Cafeteria Eastern Delight their preferred dining and Found establishment.we brought to the customers to Due to a complete breakdown of 23 April 2017 marked the official TFK welcomes Air Indiaremember our event! At the dinner the baggage handling system in launch of Eastern Delight Cafeteria (AI) back into Naritaafter the forum, 3 customers asked Frankfurt Airport on 03 June 2017, on the sunny island of Maldives. International Airport (NRT)me if the food was real as the colors 334 pieces of baggage were left The Cafeteria, awarded by Maldivesof the vegetable and sauce on the behind for passengers of LH778. Airport Company Ltd (MACL) to On 01 May 2017, TFK resumedduck were so vivid and each dish With less than an hour’s notice of Maldives Inflight Catering (MIC) handling Air India after 3.5 years’was presented so perfectly!” the mass mishandling situation, the serves the airport staff population absence, having been awarded a SATS Lost and Found (LnF) team situated at the Eastern side of Ibrahim 5-year Contract. TFK presentedKudos to the SATS Chef team reacted quickly to coordinate across Nasir International Airport. beautifully decorated Cakes to theand ARM Patricia for the smooth terminals and pull together resources first AI Flight’s Crew and to the AIcoordination and execution of this in anticipation of the high volume Led by Chef Manik under the guidance NRT airport office team.event! of passengers that will require of our Executive Chef Koh Yeow assistance. Ming, the launch was greeted by an Air India operates a two-class service overwhelming response from the staff with B787 aircraft, with four flights a and management of MACL. Queues week between New Delhi and Narita of eager diners lined up the Cafeteria International Airport. as our culinary team whipped up an array of local and regional delicacies to delight our patrons.Appreciation lunch on 24 As passengers began to approach Besides featuring local dishes such TSAC (DEL) revampedMay for the handling of the LnF counter at Terminal 2, the as Garudhiya (fish broth served with cooling machines!JT151 disruption team anticipated that there would rice, lime, chilli and onions) and Mas be insufficient cash to disburse to huni (shredded smoked fish withAn appreciation lunch was held on passengers as Interim Payment. grated coconuts and onions), ourthe 24 May to recognize staff for a job If the team were to send a staff to Cafeteria also features signaturewell done when JT151 was grounded collect additional cash from the dishes such as Shashuka with Batatain Singapore. The team, comprising of Cashier’s office in Terminal 3, the Harra Potatoes and Pita Bread as wellboth above and below wing rose to the passengers might face an even as a touch of Singapore flavour withoccasion when aircraft for departure longer waiting duration. our well-received Nasi Lemak!flight JT151 was not able to get slotapproval from the local authorities Understanding the urgency of the Diners were impressed by the Taj SATS Air Catering, Delhi recentlydue to a miscommunication. As a situation, Duty Manager Larry Ho authenticity of the local offerings, the did a revamp in their kitchen – Oldresult, passengers were stranded and Operations Assistant Kris Ho availability of Western delicacies and cooling machines in cold storagesin SIN when flight was eventually went the extra mile as they took the the delectable array of regional dishes. of the Main Kitchen were replacedcancelled. The staff had to manage initiative to withdraw cash from their Compliments were also received on with new Refrigeration units bythe re-accommodation of the personal accounts at the nearby the cleanliness of the premises and ‘BITZER and LUVE’. The new unitsirate passengers, including the Automated Teller Machines (ATMs) service standards of our staff. are expected to enhance coolingarrangement of ground transport to to meet with the high demand from efficiency while reducing the energyferry passengers to Senai airport the large group of passengers. The With the encouragement received on cost by about 20%.for their Lion Air flight to Jakarta. JT S$4,000 which they had managed opening day, our team are spurred onStation Manager Shanthi wrote in a to contribute to the pool of S$10,000 to maintain the standards and qualitycompliment to APS management for allowed the team to attend to the of food at Eastern Delight and shallthe hard work and commitment of passengers without any furtherstaff. delays. Their pro-active actions and quick thinking in such a critical situation ensured exceptional service recovery efforts on behalf of Lufthansa Airlines. The team’s preparation and recovery effort was recognized by Lufthansa Airlines Station Manager, Ms Suraya Sukiron who wrote in to express her heartfelt appreciation for the SATS LnF team who had risen to the occasion and managed to handle the situation professionally and expedited the baggage restoration process to passengers.

11 UNLOCKING ACHIEVEMENTS APS wins Ground Operations Outstanding Airport at Jetstar Airways (JQ) GHA Conference in Melbourne! APS was presented the “Ground Operations Outstanding Airport Award” at the recent Jetstar Airways (JQ) GHA Conference held in Melbourne on 17 and 18 May 2017. The award was presented by Mr. Todd Chapman, JQ Head of Ground Operations to our APS Operations Manager, Mr. Rully Syahrullah, who attended the conference. This award is based on best network On-Time-Performance, as well as Best Net Promoter Score achieved from August 2016 to February 2017. Singapore station was the best performing station out of all overseas ports in JQ network when 4813 respondents were asked to share their experience in the Jetstar survey. SATS and APS has come a long way since June 2015 when we took over JQ operations in Singapore and this award definitely served as a booster to the team to continue giving their best in serving the airline. Photo of our APS Passenger Services Operations Manager, Mr Rully Syahrullah (left) with JQ Head of Ground Operations, Mr Todd Chapman (right)SATS receivesMedal ofCommendationfrom the NTUC’sMay Day AwardsThis year, Mr Denis Marie, Senior Vice President Mr Denis Marie, Senior Vice President of Apron and Security Services receiving the May Day award from Mrof Apron and Security Services, nominated Chan Chun Sing, NTUC Secretary-Generalby SATS Workers’ Union, is awarded theMedal of Commendation 2017 at the eminent practicing an open-door policy with his fellow being, Mr Denis participates, organises andMay Day award ceremony organised by the staff, always encouraging them to approach lends strong support to all safety initiativesNational Trades Union Congress (NTUC). The him with issues that need to be addressed organised by the company.May Day awards are all about showcasing the and always provides a listening ear for them,inclusiveness of the growing labour movement enabling for strong bonds of trust to be forged SATS Management has always and willin Singapore. It serves to reward individuals between management and staff. Furthermore, continue to work closely with staff on ground towho embody the spirit of the Labour Movement Mr Denis strongly believes in keeping up with build a close working bond within SATS whichthrough their excellent service and outstanding the times-constantly needing to innovate and will translate to consistent good service to ourcontributions. upgrade one’s skills in order to stay relevant clients. and competitive-and hence encourages his staffMr Denis has been with SATS for close to 2 to do the same. Ever-concerned for staff’s well-decades, and has played a pivotal role as amember of the senior management in SATS Ltd.He ensures that the management and SATSWUhave a tight and cordial relationship in theinterests of workers.Throughout his years of service, he hasdemonstrated incredible leadership skills,

12 UNLOCKING ACHIEVEMENTSChef Rick Stephen receives honourableaward by the All Japan Chefs AssociationAward by the Japan Chefs Association SATS Director of Kitchen (DOK), Chef Let’s say yes to Rick Stephen, was awarded the Citation sustainability! for the Highest Technical Advisor – the highest award that could be received by a As part of our continued efforts to non-Japanese. It was given in recognition improve on the meals we produce, SATS of an individual personal commitment to Catering applied and received both the advancing the technology and culture of Marine Stewardship Council (MSC) and the culinary arts, especially in support of Aquaculture Stewardship Council (ASC) Japan. DOK was awarded for his long-term Chain of Custody Certification in June bonds with the All Japan Chefs Association, 2017. The MSC and ASC certification including his sharing of new knowledge programs are globally recognised as and techniques while respecting the heart the world’s most credible, science- of the Japanese tradition. based standards for sustainable and responsible seafood. This demonstrates In light of the changing landscape being our commitment in preparing meals with shaped by technology, DOK feels the need sustained quality with traceability. to stay ahead so as to remain relevant and competitive. He quotes, “Food transforms, With these certifications, we will also like fashion does.” He feels the strong be able to work hand-in-hand with our need to keep up with times and he tries airline partners to support their Corporate to plan at least two years ahead to ensure Social Responsibility efforts. that the menu development and cooking techniques are constantly up-to-date especially in the extremely competitive world today. He believes that culinology, the integration of food science with food technology, culinary arts and modern equipment, is the path that SATS have to embark on to be at the forefront of the culinary field. DID YOU KNOW?DOK conferred with title of Distinguished Professor DOK has also been conferred with theat Guilin Tourism University title of a Distinguished Professor at Guilin Tourism University. This title will further strengthen SATS’ relationship with China and partnerships with the airlines there. With DOK’s global background, it will undoubtedly help us fortify and cement the ties with other countries, allowing for SATS reputation to be boosted all over the world.TFK and TSACL (DEL) awarded “ExcellentOn Time Performance in 2016” by MalaysiaAirlines Berhad (MH)TFK (Narita) and Taj SATS Air Catering Ltd (TSACL), Delhi were awardedby Malaysian Airlines a Certificate of Achievement for “Excellent On TimePerformance in 2016”! Well done to the 2 teams!

13 UNLOCKING ACHIEVEMENTSBAIK won two complaints, Halal and food safety audits, SATS HK receivedawards from Qatar Offload and samples checks, equipment CEIV PharmaAirways (QR) inventories, caterer communications, chef certification by IATA table reports, operational performance etc. SATS HK obtained the CEIV Pharma certification from the International AirOn 10 April 2017, Qatar Airways BAIK was ranked best in 2 categories: Transport Association (IATA) in Mayannounced that BAIK has been awarded Overall best among all the 105 network 2017.“Best Network Caterer & Best Caterer – caterers and Best caterer in the AsiaAsia Pacific region” for the year 2016. pacific region out of a total of 23 caterers IATA created the Center of Excellence in the region. for Independent Validators in Pharmaceutical Logistics (CEIVQR tracks performance through its Pharma), to help organizations and theQosmos system taking into account crew entire air cargo supply chain to get oncomments. In addition, they also monitor the right track to achieve pharmaceuticalculinary delivery, food safety and halal handling excellence.compliance and operational consistency.Taken together this information suggests The attainment of the CEIV Pharmathat they recognize caterers in each certification demonstrates the strongregion for their outstanding performance. teamwork of SATS HK for symbolizingThere are over 100 Network caterers and the determination and commitmentfrom the Asia Pacific region there are 23 in temperature controlled air cargostations. handling in Hong Kong InternationalBAIK has successfully met the targets Airport (HKIA).in all 4 quarters and shown impressiveimprovement for 2016 compared to yearbefore. Several parameters are monitoredsuch as catering delays, customerSATS HK staffreceived a total of 72awards at CustomerService ExcellenceProgramme 2017On 14 June 2017, 72 employees from SATSHK were invited to the Award Presentationof Customer Service ExcellenceProgramme 2017 organised by the HongKong International Airport (HKIA).These awards were to recognize the effortsand dedication of airport staff in deliveringoutstanding customer services in 2016.SATS HK received awards in both individualand corporate categories in which 18 staffreceived the Individual Excellence Award– Certificate of Appreciation and 54 staffreceived the Corporate Excellence Award –Certificate of Appreciation.Congratulations to all!

14 UNLOCKING ACHIEVEMENTSTFK Chefs won the Russian Sky Delight International Culinary CompetitionThe SKY DELIGHT AWARDS 2017 was the 3 teams from Russia), Vietnam (Noibai Gazpacho Saucefirst international culinary competition among Catering Services and Vietnam Air Catering Main Dish: Sautéed Chicken Breast and Blackin-flight catering companies organized by Service, 2 teams from Vietnam), Thailand Rice Risotto served with Yuzu Miso Creamthe leading Russian Catering Company (Thai Airways International PLC), India SauceAeromar. The event was held on 26 April (Ambassador’s Sky Chef) and Germany2017 in Moscow and was supported by The (LSG Sky Chefs). First prize went to the Economy ClassRussian National Culinary Association. Ten TFK team headed by Chef Masahiro Udo Appetizer: Saffron Risoni Pasta Salad withteams participated from around the world and a Sous-Chef Kenji Oga who presented: Seafoodincluding Japan (TFK CORPORATION), Main Dish: Sautéed Chicken Breast withHong Kong (LSG Hong Kong), Russia (CJSC Business Class Tomato Cream SauceAeromar, Kuban-Catering and Aeromar DV, Appetizer: Fried Shrimp served with YellowPT JAS awarded“Procurement Partnerof the Year” by EtihadAirways (EY)PT JAS has provided ground handling servicesto Etihad since their first flight to Indonesia in2006. At a time when Etihad needed supportthe most, PT JAS gave an unprecedentedstrategic proposal in the last tender. PT JASnot only won the tender for ground handling,but also won over the cargo handling fromtheir competitor. In addition to strong servicecommitments, PT JAS also tied the negotiationwith their sister company, to help benefit Etihadeven more. As a recognition for these efforts,PT JAS was awarded “Procurement Partnerof the Year” for Ground Handling during theVendor Symposium 2017 held in Abu Dhabi.This is the spirit of Passion to Delight by goingthe extra mile!

B U IL D IN G B ON D S 15 Bonding time over Ramadan Break Fast Dinner We are happy to have a small gathering on 13 June at SATS Inflight Catering Centre 2 to break fast with our Muslim clients. A good time is had by all over sumptuous food prepared by SATS Catering. SATS wishes all Muslim clients Selamat Hari Raya Aidilfitri. #FunWithUsAtSATSAll About the Sun,Sea (Food) andKelong!Imagine being on a floating kelongjust off Singapore’s shores, catching afish for your dinner, and enjoying yourdinner with friends and bonding over amesmerizing sunset.This was exactly what some of ourairline clients experienced during ourfirst ever TGIF “See-food” Kelongdinner held at the Smith Marine KelongSeafood restaurant on 30 June 2017.The SATS Catering team arranged for adinner session – including the bumboatride to the kelong, allowing our gueststo fish for their own dinner, as well as ascrumptious dinner spread – a one of akind bonding session for all.Needless to say, with a unique escapadefrom the daily grind and city bustle,everyone fully enjoyed themselves thatnight.

16 HEARTFELT COMPLIMENTSThank you very much to ARM I would like to share my gratitude On 17 May, MF866 was delayed Air China would like to extend ourZahida for coming in early to ensure and appreciation to your team in the for 5 hours due to restricted flying sincere thanks to the team whothat everything was set up and all handling of our multiple crippling order to Guangzhou region. After took part in the service for the VVIPrelevant staff were updated/ briefed delays on 16Jun and 17Jun due discussing with Headquarter, we flight CA969 on 15 May and CA976accordingly. Her prompt action in to very bad weather in China and decided to offload all passengers on 17 May, especially Mr Jonathanresolving miscommunications to long ATC due to military exercise in onboard the flight.As the delay came Lim’s passenger service team andtransfer desk, together with the China. Your staff worked tirelessly unexpected, there was no prior Mr Leo Qiong Ye’s ramp safetyhelp of Frida, Adeline and Yong, without any complaints. They arrangement for the passengers. operation team and also baggagehas definitely helped us prevent a assisted us in the delay handling However, DM Kim responded service team, they had perfectlymassive queue at transfer desk. and providing much comfort to quickly to the situation, together completed all the tasks.In addition, ARM Zahida and the our passengers thus minimizing with gate staff Kumaran and CSASSS team along with DM Dennis unhappiness and complaints. We Jerry, the team took control of the The working attitude and ability of theand DM Karen ensure that all the were also able to have a quick situation immediately and arranged team are great example that SATStight connections were rushed and turnaround of the delay flights in for passengers to rest at the lounge is an excellent ground handlingboarded the flight. SIN thus reducing further delay in and provided food and drinks. The agent with great management. With CAN. team also quickly liaised with SATS the SATS team’s great efficiency,Thank you to the NZ arrival Catering to re-arrange for on-board Air China was able to make sureteam, Maggie, Myra, Jenifer and Special compliment to ARM meals and managed to rush them VVIP flights operation smoothly.Maggie for doing the gate open Jonathan Lim, who was present out within the limited time given.duties, handling of arrival pax all the way till the wee hours of the We sincerely like to extend ourand clearing all the arrival pax as morning, together with his team Kim and Jerry stayed throughout greatest gratitude to SATS. We looksoon as possible. It was all smooth of DMs (DM Kim, DM Angie and the delay, working tirelessly forward to a stronger relationshiphandling! Thank you very much DM Yazid). Their professionalism from 1615hr to 2105hr until all and greater cooperation betweenteam. and pro-activeness deserve passengers boarded the flight. SATS and Air China. mentioned as a lot of unnecessary Their professionalism and positive Tresa Mok inconveniences to our passengers working attitude gained great Luo Jin Song Airport Manager were greatly reduced. respect from us. Thank you. Station Manager Air New Zealand Thank you very much. Great to be Douglas Lee Air China working with this team! Station Manager SIN Laksa is an iconic SingaporeanI would like to express my Christine Law Xiamen Air dish, and it is not easy toheartfelt thanks to the whole team Station Manager replicate the complex flavoursfor coming together at such a China Southern Airlines Cathay Pacific has an on-going of this dish on board. SATSchallenging time to ensure both LH programme to allow catering Catering has proven that our& LX flights are handled smoothly. Her Imperial Highness (HIH) partners to work alongside with culinary expertise is able to bringEveryone do whatever they can to Princess Mako of Japan travelled them and strive for continuous these exacting flavours to theminimize the disruption as much on KB501 on 01 June 2017 from improvement. Known as the CX skies – A passenger from Evaas they can. How great the team SIN to PBH. SATS Catering had the Caterer Performance Recognition Air on board BR226/ 28 April hadis can only be seen from how they honour to prepare some specially Programme (“CPRP”), the complimented the following onperform under pressure. Thanks selected breakfast and refreshment programme lists the measurement our signature dish,“The Laksato my point lady Charmaine who dishes for this VVIP flight. criteria and sets a target for each uplifted was very authentic andcoordinated tirelessly with the team of its catering partners. SATS delicious. EVA Air’s meals areof DMs, CSO Fadly, Jeson, Faizal, HIH Princess Mako mentioned Catering is proud not only having tastier than the meals uplifted byEfian and LH LX CSA to ensure all to Druk Air that she had enjoyed shown improvement from 2015’s other airlines.”(translated)our passengers were handled with the Stir-fried Prawns in Oyster results (a 6% point increase inminimal disruption. Ramp Terminal Sauce with Jasmine Rice, Moist score), but also exceeded the Thank you, EVA Air, for the kindManager Shawn, DM Jason & DM Chocolate Pear Cake, cheese and challenging target set for 2016 for words. This spurs our CulinaryGoh ensured our Altea FM roll-out fruit platter prepared by the SATS this CPRP. Powerhouse to further bringwent smoothly. Baggage team Chefs very much. Druk Air in turn more exciting dishes to thecomprising of DM Wong and team complimented SATS for the VVIP SATS Catering thanks CX for passengers.ensured all baggage made it on handling, and thanked SATS for the partnership and support, andthe flight that night. wonderful support. will continue to strive for service Business Class Passenger excellence. EVA Air Suraya Sukiron Dechen p Dorji Station Manager Singapore Inflight team Karen Combes Druk Air Catering Performance and Standards Lufthansa Group Manager Inflight Services Department Cathay Pacific Airways 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