Passion To Delight - Issue 31

ISSUE MAR 17 31SATS Staff Crowned“Service Personality OfThe Year”at the Annual Airport Celebration -Together as One Changi05 AISATS COOLPORT 06 Spirit of Warmth 08 Singapore Food 13 Singapore Airlines (SQ) takes center stage and Love at the Industries (SFI) Is and SATS organised Society for the Rebranded As SATS joint commendation Aged Sick Food Services (SFS)! ceremony

2 COVER STORYSATS Staff Crowned “Service Personality OfThe Year” By Changi Airport GroupAnnual Airport Celebration @ TheRitz-CarltonThe Annual Airport Celebration is a prestigious award ceremonyorganised by Changi Airport Group to recognise airport staff whohad demonstrated exceptional customer service and outstandingacts of quality service to passengers. This award aims to:-I. Recognise and publicise the extraordinary deeds of exceptional quality service performed by the airport staff throughout the yearII. Motivate and inspire other staff within the airport community to provide exceptional service that delights passengers.SATS is proud to announce that three of our outstanding colleagueswere recognised for their excellent customer service and PassionTo Delight at the Annual Airport Celebration on 16 February 2017.The event was graced by Coordinating Minister for Infrastructure& Minister for Transport Mr. Khaw Boon Wan, SATS President andChief Executive Officer Mr. Alex Hungate and manyothers from the various agencies within the airportcommunity.

3 COVER STORYMs. Rozidah Yasin Ms. Rozidah Yasin clinched the empathized with them and began top award, Service Personality of analyzing the situation. She suggested the Year for going the extra mile to that they travel to Johor Bahru and delight a pair of passengers in need: withdraw the amount required to pay Passengers arrived from Penang and for the tickets. Rozidah was on her wanted to purchase 27 tickets on behalf OFF DAY on Monday and since she of their clients. They had attempted to was familiar with the roads in Johor, purchase the 27 tickets online from she offered to drive them to the banks Penang but were unable to do so. As the in Johor Bahru in her personal capacity. number of tickets that they required was They drove to 2 different banks in Johor substantial, Rozidah recommended for the couple to withdraw the cash that the couple purchase directly from required and drove immediately to the a travel agent. She exchanged phone travel agency in Singapore to make numbers with the passengers before payment for the outstanding balance. they left. On the following Saturday Rozidah left only after she was assured evening, she received a call from the that all the tickets have been issued passenger informing that the booking at around 4pm. Passengers were so for the 27 tickets has been confirmed grateful that they even invited Rozidah but the tickets were not issued due to to their wedding and surprised her at some problems with payment. Rozidah the AAC event on 16 February.Grace Tee Fun Fei was awarded the be no-shows from any passengers. Ms. Grace Tee Fun FeiOutstanding Service Staff of the Fortunately for them, indeed thereYear (Silver): Passenger requested were and Grace managed to get theGrace Tee to change both his and his couple onto the earlier flight. Gracewife’s flight tickets to an earlier flight continued to contact the passengerafter he had learnt that his father was after he had reached his destination, tocritically ill. However, there were no ensure that everything had gone wellavailable seats on the earlier flight and for the couple. On a bittersweet note,the passenger was feeling distressed she found out that the passenger madeand anxious. Empathising with their it just in time to see his father beforesituation, Grace took it upon herself the latter passed on. The passengerto help them. She tried to check later expressed his gratitude to Grace.with a few other passengers on the He would have missed that critical andflight whether they would be willing precious moment of seeing his fatherto change their flights to the later for the last time if not for her empathyone, but was not successful. They and persistence.decided to wait and see if there wouldMr Llewelyn Teng Sih Loong Llewelyn Teng Sih Loong was flight. Llewelyn then rushed to the awarded the Outstanding Service nearest ATM machine to withdraw $400 Staff of the Year (Bronze): Passenger cash and handed over the cash to the travelling on a business trip had passenger. Passenger was pleasantly forgotten to bring his debit card and surprised and said, “I sincerely believe had no cash with him. He began to it was an outstanding humane gesture feel anxious and contacted his wife to in addition to professionally trying to bring some cash for him but his wife help the customer.” He added, “I am told him that she might not be able to really thankful for his kind help and make it before his departure time. He bringing me out of a difficult situation.” started to panic as he could not miss his flight. Llewelyn who was on duty We are truly proud of Rozidah, Grace at the counter saw the passenger’s and Llewelyn for their selfless acts and worried expression and approached going the extra mile for passengers. him to ask if he needed any assistance. They have the Passion To Delight and Passenger explained his situation and are role models for all of us to look up Llewelyn immediately asked how much to! cash was needed as he did not wish for the passenger to miss his important

4 PARAMOUNT INITIATIVETogether We Can Create a Safer EnvironmentThe digital age has changed the way we helps to create a safer work environment Aside from reporting incidents, the appshop, work and read, and this time, it has for everyone. Safety posters and banners, provides many other features includingchanged the way we share information within carrying two hand prints which serve as the declaration on conflict of interest, declarationthe organisation. In January 2017, SATS 10 important safety reminders specific to the for mandatory block leave and risklaunched its first Hazard Report mobile Business Units, were also distributed as part assessment. There are also information onapplication (app) at one of the SATS Safety of the 5-month long roadshow held at more SATS’ Safety Policy, PCEO video on safetyroadshows organised by Risk & Safety than 15 SATS locations. matters, and the weekly SATS Moments whichManagement. SATS Management addressed Employees can now read at their fingertips!the employees on safety issues and unveiledthe app which is available on both iOS and As an employee of SATS, each one of usAndroid. has a role to play in creating a safer working environment, protecting our customer’s assets and ensuring the safety of flying passengers. With this new mobile app, we believe that together we can create a safer environment! Senior Safety Executive, James He, shared with employees on the importance of workplace safety. Senior Vice President Cargo Services, Mr. Wong Previously, SATS employees need to Chee Meng handed out refreshments to employees at submit hazard reports via email or call the one of the roadshows. Safety Hotline. With the newly launched app developed by a group of interns fromThe theme, Together We Can Create a Safer the National University of Singapore, SATSEnvironment, reflects the collaboration among employees now have an additional channelthe Unions, Safety, Operations and other for reporting which provides greater ease ofstakeholders to reach out and engage staff. submission, better tracking and oversight ofThe logo signifies looking out for one another hazards submitted. SATS employees can alsoand working together by practicing ‘Look, track the status and updates of the reportedThink & Act’ – a simple 3-step process which hazards from the app!

5 PARAMOUNT INITIATIVESAISATS COOLPORT takes center stage – India’s firstintegrated on-airport perishable cargo handling centre atKempegowda International Airport, Bengaluru (BLR)AISATS COOLPORT has officially launched “wits operations on 13 February 2016 – it is …BIAL has a robust plan and strategic intent to grow the cargo business.India’s first integrated on-airport perishable Our aim is to create an environment that enables our cargo partners tocargo handling centre, at Kempegowda introduce new initiatives and facilities that cater to the burgeoning cargoInternational Airport, Bengaluru (BLR). demand of this region. We firmly believe new logistics that redefine the cargo business will propel us closer to our vision of being the Cargo HubThe state-of-the-art, 11,000 square meter of South India and the region. I, congratulate AISATS on the inaugurationintegrated facility has a total handling of the Perishable Cargo Handling Centre. This is a validation of ourcapacity of 40,000 tons per annum, which partnership and commitment by both BIAL and our partners to continue towill be able to meet the extensive handlingrequirements of perishable cargo products ”explore new ways for enhancing efficient and seamless cargo operations.such as pharmaceuticals, fruits, vegetables,flowers, meat and sea food. MR. HARI MARAR PRESIDENT, AIRPORT OPERATIONS, BENGALURU INTERNATIONAL AIRPORT LTDAISATS COOLPOORT is customized tooffer the most comprehensive cold storage the same period last year. During the tenure AISATS COOLPORT recently obtained itssolutions comprising of 17 dedicated cold of the trial operations, 4,653 tonnes (import Good Distribution Practices (GDP) certificationrooms with adjustable temperatures ranging and export) of varied temperature sensitive for receiving, handling, storage and dispatchfrom – 25˚C to + 25˚C, Refrigerated Queue and perishable cargo was effectively handled of pharmaceutical and perishable cargo asLanes (RQL) with a temperature range of 2˚C by AISATS COOLPORT. per WHO standards. AISATS also aims toto 80˚C for unitized shipments and end-to-end achieve HACCP and IATA CEIV certificationscold chain solutions including refrigerated Apart from being a specialised warehousing in the near future, which will promote bettertrucking service, indigenously developed unit, AISATS COOLPORT is also a one-stop- trade facilitation and enhance the State ofcool trolley and thermal blanket, as well as shop comprising of customs clearances, Karnataka’s position as pharmaceutical andtemperature controlled container handling. state-of-the-art Drug Controller lab and Plant perishable hub of India. Quarantine Inspection & Certification office,A trial operation of the AISATS COOLPORT to expedite the import and export procedures.was conducted from October 2016 throughJanuary 2017, and we witnessed a 27% growthin the perishable tonnage in comparison to

6 OUR COMMUNITYSpirit of Warmth including PCEO and senior management, PCEO Mr. Alex Hungate sending his well wishes andand Love at the took part in this meaningful event as spending some time with a resident.Society for the volunteers where they helped to wheelAged Sick the residents to the event hall from their Mr. Goh Siang Han, SVP of Inflight Catering, giving a wards, giving each of them a 福袋 (Fú Dài red packet to another resident.Festive occasions are some of the cherished or “Fortune Bag”) as well as dishing andtimes where we get to spend time with our serving up a delightful spread of lunch to Mr. Tan Chuan Lye, Chairman of Food Solutions, givingfamily and loved ones. For the 400 residents them. out napkins to the residents.at the Society for the Aged Sick, this isn’tso as many of them are without any family PCEO and senior management wentmembers and spend their days in the home around the hall giving mandarin orangeseven during festive occasions. which symbolised ‘good luck’ and a red packet to each of the resident as they gaveTo help liven up the lives of these residents their well-wishes.and to provide an avenue for our employeesto contribute back to the community, SATS To keep the residents entertained, aStaff Association (SSA) organised a Lunar professional emcee was engaged to singNew Year Celebration at the Society for the Chinese New Year songs and play gamesAged Sick on 01 February 2017 to usher in where prizes were up for grab. A lionthe Year of the Rooster with festive treats dance troupe was also invited to performand activities. A total of 37 SATS employees, for the elderly to add to the festive spirit! Thereafter, the residents tossed Yu Sheng, The emcee entertaining the residents by getting them to sing along Chinese New Year songs with her. “It is very soul stirring to see many of these elders consciously expressing their repeated thanks although it was only a short visit. ” NAZRI OTHMAN SENIOR VICE PRESIDENT, PASSENGER SERVICES, SATS

7 OUR COMMUNITY“ Over the years, SATS has consistently placed which is a must-have in all Chinese New Year a great emphasis in putting our residents at celebrations, where auspicious sayings were readthe heart of their activities. It is with immense out with every ingredient added to the Yu Sheng. Some enthusiastic ones even shouted out “Huatappreciation that both the management and Ah!” which means “Prosperity”, together with the emcee after every auspicious phrase!employees of SATS sponsored many of the yearly With more than 100 residents gathering at the hallChinese New Year festive treats and activities for this year’s celebration, our SATS volunteers united and worked together to dish up the food andand also took their precious time to befriend the ” served them to the elderly. Other volunteers helped to feed the residents and served them drinks withelderly. care and tender – a beautiful sight of humanity to behold.JOE ONGCHIEF OPERATING OFFICER “We are grateful to SATS for organising the celebration which was well received by ourTHE SOCIETY FOR THE AGED SICK residents. It is also with great delight to see our residents enjoy the Yu Sheng and sumptuous buffet lunch, courtesy of SATS,” said Mr. Joe Ong, Chief Operating Officer, The Society for the Aged Sick. He added, “Many of our residents are very ill and long for companionship and friendship. Every effort, whether small or big, makes a difference in their every single day living in the nursing home. To all the people who have put in so much “heart” work; a big THANK YOU for your time and generosity.” For SATS Staff Association, its commitment towards The Society for the Aged Sick started since 2010 where annual activities such as an outing to China Town or a trishaw ride around Bugis during Chinese New Year were planned for the residents. It was no surprise that some of the residents could still recognise the regular volunteers! In addition, SATS Staff Association also sponsored some of the medical supplies at the home to help alleviate the cost of caring for the residents.

8 DEC 2016 OUR COMMUNITYEmployees of the MonthSATS 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 December 2016!From left: Yalayar S H Riyajudeen, Customer Services Officer; Heng Tian Fu, Lance Corporal; Dahalan Bin Yusop, Baggage Officer; Teo Jia Lin, Customer Services Agent; OhKian Quee, Equipment Operator; Helmi Bin Churaimi, Duty Manager; Abdul Razack Yassine, Skipper; Sohanah Binte Mohd Tahir, Assistant Developer; Choon Jian Wai, Opera-tion Assistant; Muhd Sufian Bin Mustafa, Duty Manager; Boongaling Dongie Lacbay, ADP Driver; Krishnaveni Subramaniam, Customer Services Agent, Chen Renjie, Abel, CargoCoordinator; Kumanan A/L Sathasiwan, Equipment Operator; Lai Chee Yi, Cargo Coordinator; Ong Don Kok, First Mate; Osman Bin Ahmad, Customer Services Officer; WongYoke Sin, Grace, Accounts Assistant; Wan Isqandar Bin Wan Idris, Lance Corporal; Salleh B Tawil, Technician; Sivaraman A/L Sinnappan, Equipment Operator; Suraya BinteYusoff, Clerical Officer; Krishnan P Murugayah, Lance Corporal; Jasni Bin Lagiman, Ramp Loading OfficerE X PA N D I N G Expanding Boundaries In Our Business NetworkBOUNDARIESForging New Partnership Across SATS’ Network Singapore Food Industries (SFI) Is Rebranded As SATS Food Services (SFS)!SATS welcomes the following new customers into our network! Perhaps the most significant acquisition in the history of SATSAirline JV. Station was that of Singapore Food Industries (SFI) in 2009. Since then,Fits Air AISATS, BLR SATS has not only grown our defence catering business, but alsoMalaysia Airlines Berhad AISATS, DEL expanded into more segments of the market such as healthcare,Go Air AISATS, HYD corporate and education, to become the largest caterer in all ofMalindo Air BSFS, KUL Singapore.T’Way Air SATS HK, HKG Going forward, SATS will build on that strength in Singapore andVietJet Air SATS HK, HKG continue to expand our food services business internationally toNeptune Air SATS, SIN support our customers across Asia. With that in mind, we recogniseJetstar Asia TCS, SGN that SFI has become an integrated part of SATS Group and it will play an important role in fulfilling our vision to feed and connectRenewed Partnership Across SATS’ Network Asia. Hence, with effect from 28 February 2017, we have rebranded SFI as Singapore Food Services (SFS).SATS would like to express our gratitude to the following This name change is a milestone in the development of our foodairlines for the continued support! business, it also reflects our pride in the achievements of the business and our confidence in its future at the heart of the SATSAirline JV. Station Group. SATS will continue to delight our customers with moreMalaysia Airlines Berhad AISATS, BLR opportunities and high quality services.Qatar Airways PMAD, CGKMalaysia Airlines Berhad TCS, SGN

9 CREATING MILESTONESSuccessful Cutover of Delta Air Lines (DL), Air Niugini (PX) andNeptune Air (N7)New catering partnership between Air Niugini currently operates 5 flights weekly toSATS and Delta Air Lines (DL) Port Moresby in Papua New Guinea. SATS is the current ground handler for Air Niugini and we are honoured to bring the partnership closer by providing Air Niugini a comprehensive one-stop shop solution.On 01 November 2016, SATS Catering celebrated New ground handling partnership N7 is a Malaysia-based freighter airline servingthe launch of the new partnership with Delta between SATS and Neptune Air (N7) route Penang - Singapore - Penang. SATS isAir Lines. Delta currently operates daily flights proud to be N7’s partner in SIN.between Singapore (SIN) and their Asian hub at On 07 February 2017, Neptune Air (N7) had aNarita International Airport in Tokyo, Japan (NRT). successful and seamless cutover to SATS in SATS Ground Handling and Catering are excited Singapore. A celebratory welcome cake was to be appointed as the new handler and catererSATS warmly welcomes Air Niugini presented to the crew onboard the first N7 flight of N7, DL, and PX out of Changi Airport. We are(PX) into the catering family handled by SATS. proud of the new partnerships forged and look forward to providing excellent service and qualityOn 09 January 2017, SATS Catering celebrated meals to the airlines’ passengers.its new catering partnership with Air Niugini! 5 Golden Tickets! On the Customer We would like to thank BA for the US-Bangla Airlines commenced Voice result, we have improved asBritish Airways (BA) compared to the previous year. We friendship and bonding with our team, its fifth international route – DAC-Annual Appreciation did a cutover of Fly CM system inLunch May 2016, and Singapore Station together, we believe we can achieve SIN-DAC on 10 March 2017! SATS won a lot of praises from the BA Fly CM Team for our readiness in our targets once again in this new is proud to be the chosen ground preparing for this cut-over. year. handling partner in Singapore Changi Airport. US-Bangla Airlines Celebrate the arrival of (BS) commences new Spring at River Hongbao destination to Singapore (RHB) 2017 with SATS (SIN)! CateringThe beginning of the year is a good This year, all the operations team This lunar new year, SATS Cateringtime for planning. For the British (check-in team, apron team, helped usher in the Year of theAirways team, it is not just to address baggage team and security team) Rooster by catering the VIP dinner atthe plans and target for the year each received a token of appreciation the opening of River Hong Bao 2017ahead, but also to celebrate little from BA for achieving the targets as on 26 January 2017 at the Singaporeachievements over the past one year. a team. BA recognition award was Floating Platform. The Guest-Of- given to Jaiganesh A/L Ramalingam Honour for the event is the DeputyBA held its annual appreciation lunch and Sabado Charles Jourdan Prime Minister of Singapore, Mr. Teofor the SATS team on 16 February Liberato, the 2 technical ramp staff Chee Hean.2017 at the British Airways Lounge. were extremely alert and promptlyBA Airport Manager Mr. Fong Siew took quick action, and prevented aKar announced that SATS has potentially serious incident. They areachieved 100% safety compliance, definitely the role model for everyone.met the STD+15 minutes target andalso the Airport Upsell (AUP) target,a record-breaking achievement goesto Customer Services Officer MsNurjihan Osman who won a total of

10 CREATING MILESTONESTogether with the organiser of RHB Malaysia Airlines Berhad Mr. Baljinder Pal Singh, VP Ramp- Qantas Airways’ (QF)2017 – the Singapore Federation of (MH) Successfully Cut- AISATS DEL and representatives Resumed InternationalChinese Clan Associations (SFCCA), over to AISATS in Delhi from DIAL including Mr. P.P. Singh Flight to Beijing Capitalthe SATS team took care of all aspect (DEL) & Mr. H.S Ahluwalia attended the International Airportof the VIP catering, from planning the ceremony. (PEK), handled by Beijingmenu, to the on-site setup on the day Malaysia Airlines Berhad (MH) has Aviation Ground Servicesitself, in order to ensure seamless successfully cut-over to AISATS at AISATS’ airline customers will now (BGS) and Beijingexecution of this special occasion. Indira Gandhi International Airport, be able to enjoy benefits from this Aviation Inflight KitchenBesides the extensive buffet, our Delhi on 01 November 2016! whole new range of motorized and (BAIK)Executive Sous Chefs (ESCs) – non-motorized GSE such as dieselnamely ESC Ng Hanglam and ESC MH Airport Manager (DEL), Mr. tractors, passenger steps, water cart,Yim Kam Wah also hosted live Dhiraj Wadhwa, together with the toilet cart, tow-bar etc. which will notstations and impressed the guests AISATS team, Mr. Homi Debara, Vice only ensure smooth handing of flightwith their outstanding culinary skills President Passenger Services, Mr. operations but will also enhanceand creations. Baljinderpal Singh, Vice President AISATS’ capability to handle wider Ramp Services, Mr. Liao, Assistant range of aircrafts and potential newThe River Hong Bao event this year Vice President, Cargo Services customer airlines. This will furtherran from 26 January to 04 February. and Mr. Vishal Jamwal, Marketing ensure seamless service and fasterOrganized by SFCCA, Singapore Manager witnessed the inaugural turnaround without compromising onPress Holdings, Singapore Chinese flight. A tea celebration was held at safety.Chamber of Commerce and Industry, the office after the inaugural flight.Singapore Tourism Board and AISATS Supports CathayPeople’s Association, this annual Dragon’s (KA) Fasticonic event has remained an integral Track Travel Initiative inpart of Singapore’s Lunar New Year Bengaluru (BLR)celebrations since 1987. MH currently operates daily flight between DEL and KUL using Airbus 330 aircraft.AISATS Bengaluru (BLR) AISATS Inducts new For High-Tech and High-Touch In the early morning of 26 Januarywelcomes Fits Air’s (8D) Ground Support journey, Cathay Dragon is on track 2016, just two days before theFreighter flights Equipment (GSE) at Delhi aiming to have self-service for Chinese New Year of Rooster, Economy and Premium Economy Beijing Aviation Inflight KitchenFits Air (formerly known as Expo Air) AISATS continues to invest in new passengers. With this aim in mind, (BAIK) and Beijing Aviation Groundhas officially joined AISATS’ customer resources which facilitate flight KA has launched Self Service Bag Services (BGS) welcomed its newairlines family! Its inaugural flight operations on ground. Last year Tag (SSBT) in 12 of its network ports. airline customer – Qantas Airwayswas held on 02 November 2016. on new GSE alone, AISATS has AISATS BLR is one of the 12 ports (QF)! A welcome ceremony was held invested close to INR 734 million. to successfully launch SSBT for fast at the boarding gate to celebrate theFits Air is the first and only private track travel. inaugural flight with QF’s cabin crewairline that has attained license from A small traditional Pooja was and local station team.the Sri Lankan Civil Aviation Authority organized on the air side during the “Both customers and staff are excited(CAA) for international cargo new GSE induction, our joint venture about it”, said Zubin Bamji Airport Qantas Airways had operated theoperations. Fits Air operates MD- partner Air India, Airport operator Services Manager at KA. “For our Sydney – Beijing – Sydney route from82 freighter flights for its customer DIAL and a few representatives of customers, time spent at check-in 2006 to 2009, and has pulled out from– Srilankan Airlines, whose cargo is other ground handling agencies is just a “few seconds” now, as they the market since then. However, withalso handled by AISATS’ Air Freight operating at DEL. Mr. Ashwani walk to the counter to drop off their the increasing demand of air travelTerminal & Coolport at BLR. Lohani, CMD Air India, Mr. Ram bag and proceed to gate.” he added. between China and Australia, Qantas Babu, MDA Air India along with other Airways has decided to restore itsAISATS is proud to be the preferred officials of Air India, Mr. Mahenthiran This truly enhances the customer non-stop flights as part of their long-ground handling service provider to Ponnudurai, SVP-AISATS DEL, journey. The new SSBT has definitely haul network development plan forFits Air. set a benchmark in the future of bilateral economic cooperation, while airports. Ms. Tweety Lo, Assistant also encouraging tourism between Airports Project Manager of Cathay the two countries. The first flight Dragon said, “A big well done to departed from Beijing for Sydney on the BLR team for their hard work. 26 January 2017, which was also They have truly enabled a life well- Australia Day. travelled not only for our customers but also for the team.” QF uses A330-300 and A330-200 on this route with daily flights. With the signing of free trade agreement between China and Australia and extension of automated boarder clearance to Chinese visitors, we

11 CREATING MILESTONES its base in Ho Chi Minh City with TFK creates new menus TFK Narita team. Good job for the Hong Kong. The SATS HK team for Delta Airlines’ (DL) teamwork! has groomed up to ensure that SkyClub at Japan Narita VJ passengers receive the best International Airport (NRT) Japan Airlines (JL) and customer experience. Vanilla Air (JW) – New Year’s Day Specialcan foresee a sustainable growth To mark this new partnership, SATS Charter Flights – sold outof passengers between the two HK Management Team presented within an hour…!countries. a token of appreciation to VJ crew and in return VJ prepared some amazing gifts for SATS HK too! Welcome to HKG, VJ!Qantas Airways Station Manager, T’Way Air (TW) Launched TFK has been working closely with For the Japanese, seeing the firstMr. Adam Wu said the following First Flight to Hong Kong! the Delta SkyClub team to create sunrise of a New Year is seen to beregarding BGS’ handling of the new, innovative and exciting menus very auspicious.inaugural flight: “A big thank you Korean low-cost carrier T’Way Air for Delta’s expansive SkyClubs atfor all your great support for QF’s (TW) has introduced its new route Narita International Airport Terminal Since 2009, Japan Airlines has beenreturn to PEK. Your efforts made for from Daegu to Hong Kong with 1. operating special circular flights onthe successful inaugural is highly Boeing 737 aircraft which operates New Year’s Day. This year, bothappreciated. I would like to take this 3 times a week started from 13 The new menus contain 3 cycles Japan Airlines and Vanilla Air – aopportunity to express our sincere December 2016. offering variety, seasonality and member airline of ANA Group –gratitude to all BGS concerned teams appealing flavours and were from Narita and Haneda organizedfor their hard work done for QF. BGS An opening ceremony was held launched on 01 February 2017. a “fail-safe” way to welcome in theteam really did a good job and the at Gate 24 in the Hong Kong Some of the menu items include fresh New Year, allowing their passengerssupport team from SYD head office International Airport for the salads with homemade dressings, to see the first Sunrise without failwas very satisfied…they were blown inaugural flight (TW1671/1672). The quality hot soups, delicious pastas by announcing New Year’s Dawnaway by the outstanding performance Management Team of SATS HK with cheese toppings, rustic bakery Departures. Air-tickets sold out inby BGS!” and Asia Airfreight Terminal (AAT) ideas and lip-smacking desserts. less than an hour! attended the ceremony to show their Along with Delta’s own newlyWe are delighted that both of our joint support to TW. procured equipment and refurbished JL and JW took off from Narita andventure partners in PEK – BGS and layout space, the new menus would Haneda International Airport at 05:45BAIK are selected as the preferred improve Delta SkyClub’s guest a.m. on circular routes for about 2ground handling partner and caterer experience. hours flying down over Tokyo Bay,for Qantas Airways in PEK. Mount Fuji and then back up to A President comes to Narita & Haneda International AirportInaugural flight for VietJet town… respectively.Air (VJ) – Welcome toHong Kong! Russian President, Mr. Vladimir Putin As part of this special service, both visited Japan last December for a airlines arranged with TFK to prepare number of Governmental meetings traditional Japanese New Year’s with the Japanese Prime Minister, cuisine known as Osechi-ryori – a Abe-san. dish that is only consumed in the first 3 days of the New Year in Japanese and preparation is intensive. SATSHK and AAT is honoured to TFK was the inflight caterer for the One of the Menu components provide comprehensive one-stop President’s flight as well as 8 other loaded, “Kazunoko”, herring roe, solutions to TW! accompanying flights. Numerous represents fertility, and lobster was meetings were held prior andWe are delighted to have VietJet Air during their stay in Japan to ensure(VJ) become part of the SATS HK that all meals catered were of highfamily! standards. On 16 December 2016, 5 flights departed one after anotherVJ has successfully launched a new in a single day. It was a challengingdaily international service on 09 week for the TFK Haneda team butDecember 2016, which now linked they were well supported by the

12 CREATING MILESTONES For the first quarter 2017, meal TSACL, Delhi installs A workshop on Aviation security sampling was planned for high shoe sole cleaning was held at TSACL, New Delhi for profile guests from the Consulates. Machine at the entrance three consecutive days in different The Consul Generals and their of production facility batches on 31 January 2017, 01 and spouse from USA, Australia and 02 February 2017. Singapore were invited to Taj Madrasincluded in the menu as it represents Flight Kitchen, Chennai on the 05longevity as Lobster’s bodies are bent January 2017. This was a wonderfullike an old man’s. opportunity for our team to showcase our culinary skills to the high profile guests for the first time, and for which we were really proud of.On board the Japan Airlines’ flight, Chef Thilak, Executive Chef and his The Management of TSACL Delhi The objective of this Aviation securitythe service included Japanese Sake, team of Chefs displayed vegetables in a quest to continuously improve Training workshop was to enhanceRed & White sweet buns & green tea. / fruit carvings, wonderful bakery on hygienic standard within the unit knowledge of followings:Along with the 320 passengers on the products and also organized the has recently installed a shoe sole 1. Civil Aviation Access ControlJAL aircraft, JAL’s President was on meal presentation and preparing cleaning machine at their production Policy and Proceduresboard. For the Vanilla flight, their No. sumptuous lunch for the guest. Each facility. 2. Strategies and Tactics for2 lady, Ms. Yamamuro was on board. dish was served one at a time and Combating Airport/Aircraft Sabotage had to be pre-plated for 12 guests. Along with other precautionary 3. Airport Employee SecurityTFK’s Truck in Haneda was also The flow of various dishes was well hygiene measures, this new device awareness Programdressed for the occasion along with organized by the Chef to ensure that added another level of commitment 4. Security Systems TestingCabin Crew wearing uniforms from the food was warm with a wonderful to keep dust and contaminantspast eras and the event was even presentation. A total of around 50 away from the kitchen facilities. Sole Security officer of Vistara airline, Ms.broadcasted in the TV News. dishes were presented. The overall cleaner machine removes up to 99% Neha Tanwar, authorized by BCAS feedback was excellent. dust from shoe with brush & water. to conduct AVSEC training, wasSingapore Airlines (SQ) the trainer for this workshop. TheseConducts Meal Sampling Mr. Hisham Omar, Station Manager Easy and fast: One just need to training programs had been madewith Consulate Generals Chennai-SQ, said: “The preparation, walk through it, silent brush belts will mandatory by the Airport Authorityof Australia, USA and the presentation and the sheer effort run and wash shoe soles efficiently and were crucial for meeting theSingapore at Taj Madras that was put by your team to make and safely and dry the sole using IATA Operational Safety Audit,Flight Kitchen (TMFK) our esteemed guests feel welcomed absorbent mat. This machine is hence all TSACL new inductees with and involved, it was more than we effective in keeping out dirt, mud, involvement in Airport Operation Air travel enables us to travel far could expect or ask for. wets and grit away from the premises. had attended the workshop. Topics and across the world, as the inflight focused on the layers of security at catering company, we at Taj Madras TMFK has time and time again gone The specification of the machine is the airport, understanding security Flight Kitchen (TMFK) always aim to above and beyond expectation; I as follows: aspects, threat perceptions and cater the best inflight meals for these would like to express my sincere Operation: Electrical ways to deal with threat calls, travelling passengers. gratitude of your constant pillar of Material: Stainless Steel (#304) ways to build up security network support, not only for this event, but Dimensions: 760X1340X100 to safeguard operation and finally Singapore Airlines (SQ) conducts throughout my time here. Without Dry Zone : 510X370 discussed recent incidents around meal sampling every quarter to doubt, I know the relationship will Clean Zone : 510X610 the world involving airport security continuously seek improvements continue to grow stronger and I wish Voltage : 220V/50HZ and the lessons learnt from them. in order to reach higher standards, you and your team all the success Start Mode : Sensor Auto Start hence, at every meal sampling, SQ that you richly deserve. Noise : <60 DB makes an effort to bring their staff, Cleaning Mode : Auto Drain Button Tour operators, Special Dignitaries Mr. Shrikanth, Customer Service Brush Rotate Speed : 10M/MIN and frequent flyers for inflight Office-SQ added, “Kudos to the team meal tasting, who will then give involved in planning and organising TSACL, Delhi, emphasized their valuable feedback on food the Q1 2017 Meal Presentation. on Aviation Security and presentation for a fine dining Really appreciate the time and effort experience on the flight. you all put in to give us a memorable Aviation security has become a Taj SATS is committed to adhere event. It was well thought and serious concern for every country strictly to IATA operational safety meticulously planned keeping in mind and the Ministry of Aviation views this requirements, our security personnel GCs and RVP’s present. very seriously and hence ensures and airport operators are equipped that every Individual working at the with essential academic knowledge Kudos to the TMFK team who has Airport Premises is well conversant and technical skills in handling a great team effort in organizing this with every aspects of Aviation variety of potentially critical threat meal presentation and making it a security before they are issued the situations. memorable one. AEP (Airport Entry Pass) to work at airports.

13 UNLOCKING ACHIEVEMENTSSingapore Airlines (SQ) and SATSorganised joint commendation ceremonyOn 15 February 2017, SQ and This quarter’s award ceremonySATS jointly organised the quarterly was a special one as a new awardcommendation ceremony held category was featured - the Festiveat the Changi Airport Recreation Cheerleader Award, to reward staffCentre. This ceremony is aimed who displayed the greatest amountto recognise outstanding SATS of enthusiasm and had gone thestaff who had gone the extra mile extra mile to spread the festiveto delight passengers. Staff who cheer to delight passengers.have displayed acts of honesty byreturning valuable items belonging This award ceremony not onlyto passengers are also awarded at recognises our service championsthis ceremony. but is also a good platform for staff to form greater bonds withFor 3Q and 4Q, the ceremony was their fellow colleagues as well asgraced by SIA SMGS Mr Teo Seng representatives from SIA. EveryoneChoke, SVP Mr Nazri Othman and present was truly inspired by theSVP Mr Denis Marie. There was outstanding service acts and thea total of 57 award winners from service champions are truly roleSATS Passenger Services, Ramp models for everyone to look up to.Services, AIC and Baggage Unit.Beijing Aviation Ground Services (BGS) Certified with ISO 9001, ISO 14001, and ISO 18001 AndWon 3 Capital Airport Holdings (CAH) / Beijing Capital International Airport (BCIA) Awards ISO Certifications BGS went through ISO audits in December 2016, and managed to re-secure the ISO 9001 Quality System Certification. At the same time, BGS also secured two new quality certifications, namely the Environment Protection Management System ISO 14001 and the Occupational Health and Safety System ISO 18001.Group photo of BGS General Manager Willy Ko (far right) receiving the Award for BCIA Safety & Security Committee CAH/BCIA AwardsAward – Key Contributor Award After attaining its ISO certifications in December, BGS won 3 awards (out of total 4 awards) at the Annual Capital Airport Holdings (CAH) / Beijing Capital International Airport (BCIA) Awards Ceremony on 20 January 2017. The awards are based on reports and updates from calendar year 2016 by CAH and BCIA’s 4 Main Operations Committees. The awards are as follows: A. BCIA Safety & Security Committee Award – Key Contributor Award B. BCIA Passenger Service Promotion Committee Award – Fastest and Most Improved AwardGroup photo of BGS Chairman Yan Han (far right) receiving the Award for BCIA Passenger Service Promotion C. BCIAOperation Coordination ManagementCommittee Award – Fastest and Most Improved Award Committee Award – Fastest and Most Improved Award

14 UNLOCKING ACHIEVEMENTSTSACL Delhi unit wins the Prestigious Gold Award – Best OverseasCaterer from All Nippon Airways (NH)Mr. Koji Oka, Vice President, Catering Services ANA presenting ACQP award to TSACL Officials. Ms. Surabhi Tiwari, Account Manager of ANA holding the trophy.‘Strive for excellence, success would follow’ – An award ceremony was held at TSACLthe motto practiced by Taj SATS Air Catering Premises and a trophy was presented to AISATS’ HeadLtd (TSACL), has encouraged their employees the TSACL DEL team. We were honoured Office (CHQ),to always give their best to perform and exceed to have the NH team who joined us at the Mangalore (IXE) andtheir customers’ expectations. ceremony, they are Mr. Koji Oka, Vice Hyderabad (HYD) President – Catering Services of ANA; Ms. Attains ISAGOWe are proud to know that our TSACL DEL unit Namiko Tuso, Assistant Manager – Catering certificationhas received the ANA ACQP (ANA catering Services; Mr. Taki, General Manager (India);Quality Program) prestigious Gold Award – Mr. Saito Nobuhiko – Station Manager AISATS attained ISAGO certificationbest overseas caterer for the year 2015. (Delhi); Mr. Shinchi Tobita, Assistant for its Head Office (CHQ), Mangalore Manager – Pax and Cargo Services and Ms. (IXE) and renewed its ISAGO Yumiko Horibuchi, Deputy Manager. certification for Hyderabad (HYD) Station. AISATS has been honoured Ms. Namiko gave an opening speech with the IATA Safety Audit for Ground and explained the objective of the award Operations (ISAGO) registration to ceremony. Mr. Oka also took the opportunity recognize their commitment towards to thank everyone for upholding the high adhering to safety standards. standard of ANA to provide safe and quality food to their valued passengers. ISAGO registration recognizes ground service providers who meets The Winning Team Mr. Sanjeev Gujral thanked ANA and IATA’s industry-proven quality audit its officials for selecting TSACL for the principles and is structured to ensureThis award is given annually to the best prestigious award. He added that it is an a standardized audit with consistentoverseas caterer in the NH network, the immense pride for the team at TSACL, results across ground handlers.performance were measured based on below Delhi. General Manager, Mr. Shashi Sinha3 areas: also thanked the officials of ANA and the• ACQP monthly surprise audit carried out by staff of TSACL for helping to achieve the goal and also emphasized on maintaining external auditors of ANA the same standard for time to come.• Low ratings in Service Cabin Report (SCR)• Overall performance at the station To all our team members, ‘Let the good work continue …….!!’

15BUILDING BONDSSpring Fest 2017Morsels of abalone, chunks of lobster, Ocean Trout with Finger Lime and Troutground peanuts, sesame seeds and Roe, Seafood Laksa Goreng, Chickenshredded vegetables - all symbolizing Methi Pepper Korma, Grilled Eye Loingood omen for the lunar new year, of Lamb with Herb de Provence Crumbwere tossed in the air in the ICC2 Meal Spumante, just to name a few.Presentation Room as our airline guestsand the SATS team joined their chopsticks Our new Chief Baker, Michael Lim,together to “Lo Hei” (tossing the prosperity specially created 8 new bread recipessalad) at our recent Spring Fest Luncheon for the luncheon, of which his “Cake andon 10 February 2017. Bread”, a delicate moist combination of top cake and bottom bread was one ofThe Spring Fest Luncheon is our annual the talking points on that day due to theLunar New Year event - a gesture of interesting texture and taste. The eventappreciation to our customers, as well ended on a sweet note with 8 delectableas an opportunity for us to welcome the desserts at the pastry station, createdLunar New Year together. by our Pastry Chef, Cassian Tan, and behind the desserts stood two impressiveThe event was a feast for both the eyes and chocolate Rooster sculptures by Sousthe stomach. Every one of the 28 dishes Chef, Lim Choon Sing.was specially created by our ExecutiveSous Chefs – Century Egg and Chinese With everyone’s stomachs well filledYam with Flying Fish Roe, Drunk Chicken and festive greetings exchanged, it wasWings, Steamed Fresh Giant Scallops with a fulfilling event to mark the start of theFa Cai and Dried Oyster, Confit Petuna Lunar New Year.

16 HEARTFELT COMPLIMENTSOur sincere thank you and Our sincerest appreciation to All Nippon Airways Compliments SATS Catering!appreciation to the SATS SATS Special Service employeeDeparture Team Handling FJ360 Mr Tan Hock Chuan for his On 21 December 2016, a passenger constantly updating on the meal(25 Jan’17). Despite almost a full dedication and care provided to on NH804 had made a last minute preparation and delivery and wroteflight with lots of challenges in a wheelchair customer. request for a Muslim meal at the in to compliment on the “Greatthe boarding process, all the staff boarding gate. NH was aware that Teamwork” displayed.members played a critical role A 90-minute ground stop the chances of the requested mealin ensuring a timely departure. was in effect due to a severe reaching the aircraft on time was On another occasion on 02 FebruarySpecial credit goes to Gate thunderstorm on 19 October. slim and proceeded to offer the 2017, when the first meal serviceRunner CSA Emily who has been As a result of the ground stop, passenger an alternative instead. was presented to a passenger onvery pro-active in ensuring timely there was no ramp activity However, SATS Catering Food NH842, the passenger not onlycommencement of boarding with until an hour after passengers Checker, Mr. Chua expedited the complimented the service providedthe support of the crew members. disembarked the aircraft. Muslim meal request and took the by the NH crew, but also sangShe was also ensured that we Therefore, passengers had to initiative to update NH on status of repeated praises of “Perfect!” andstick to SOP of activation the wait for an hour at the arrival meal preparation and eventually “Wonderful” on the quality and tasteauto-boarding as per SOP. Gate belt to retrieve their bags. The delivering the meal to the aircraft on of the food.Officer CSO Kanmani was also passengers he served, Ms Chow, time.very attentive attending to last was extremely pleased with Such compliments spur the SATSrequest from the passenger at Mr Tan’s service and attention The NH team was impressed Catering Team to continue to deliverthe same-time closely monitoring to detail. Recognizing that the by Food Checker Mr. Chua’s exceptional service and handlingthe boarding process too with the baggage would be delayed, Mr promptness in expediting the to our airline clients. Thank you Allsupport of the remaining gate Tan took the initiative to obtain request, and pro-activeness in Nippon Airways!officers. Vinaka (Thank You) some coffee and crackers for Ms Chow and her companion. We would like to commend CSA Royal Brunei would like to thank the Jahir Hussain She added that whenever she Kevin/Yang for his good job staff involved for the quick transfer Manager Ground Operations had to stand up from the wheel rendered for CA404/16Jan. While flight connecting from SQ to BI. We chair, Mr Tan would first ensure he was tallying his flight for TKT/ managed to do the quick transfer Fiji Airways both wheels were locked, and EBT/MCO, he realized that 01 and it went smoothly. Please send uses his hand to lift the foot EBT was over-charged for 01 pax. my thank you to the SATS DM,Due to sickness we had to change pedals before allowing her to do Pax was entitled 01pc/23kgs and Ramp and Baggage unit.our flights at the airport and be so. Together with this knack of she checked in 01pc for 30kgs.on the plane very quickly. Staff at attention of details, high service Rightfully excess charged should Osman Abd Rahmanthe checkin desk were AMAZING! standards, and cheerful nature, be USD75 for free allowance Station ManagerThey went out of their way to Mr Tan is a role model for all his over-weight but however pax paidhelp us. They were kind, friendly, peers to emulate! USD110 which is meant for over Royal Brunei Airlinesprofessional and efficient. In piece. CSA Kevin/Yang realized theparticular three staff helped us. Edwin Yee over payment when checking on I would like to compliment a femaleTheir names were Melvinder, General Manager Airport Operations & the EBT before submitted to airlines duty manager who was on duty atKuldip and Sylvia Tan. We cannot REP. He quickly refer to counter Terminal 3 Vietnam Airlines onthank them enough for their Cargo CSO 1st. After which, immediate 15 December 2016 morning. Sheincredible service. They are staff United Airlines action was taken and eventually is a very friendly and nice dutyyou should be very proud of and Ms. Nie did receive her refund of manager. My husband and I facedgrateful to have working for Jet We would like to extend our over payment at boarding gate. some issues with checking in atAirways. Once on board we had sincerest thanks and appreciation Please extend our appreciation Vietnam Airlines as they could notexcellent inflight service, Indian to Faizal, Eileen, and Pamela. to CSA Kevin/Yang. He certainly confirm our flight either to Hanoi orvegetarian meal was great. Pamela personally received a deserved much recognition for his Ho Chi Minh but we had already commendation from our business positive attitude, attentiveness and booked our flight online with via. Claire Fricke class passenger Mrs. Christel initiative in ensuring the ground com. She tried to comfort us and Passenger of Jet Airways Fischer during the cancellation of service standard of SATS. helped us to communicate with the LH779/19Jan. Faizal and Eileen Vietnam Airline staff. both stayed back until 4 am to Lilian Lim assist with the ferry aircraft on 20th Representative Jan. We appreciate the excellent support provided by each of them. Air China Mirawati Talik Duty Manager Lufthansa German Airlines Precilia Tan Passenger of Vietnam 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