CEO's Message

IT IS OUR 3rd ANNIVERSARY

My heartiest congratulations to all of us in the AISATS family on our 3rd Anniversary! As we continue our journey to becoming the preferred airport ground handling company in India, offering world class services, our airline customers, the aviation industry and travelling public continued to acknowledge and recognize our efforts and service excellence. For the year under review, our business units continued to win accolades. We outperformed all of our key performance indicators. I am proud of our organisation’s ability to effectively show that our customers are our partners, with whom we forged close and cordial relationships, through close cooperation, trust and mutual success. In this context, I would like to highlight the key achievements across our business units: AISATS Bangalore Cargo has won ‘ The Air Cargo Terminal Operator of the Year (2013)’ for the whole of India for a second consecutive year at Indian Supply Chain and Logistics Summit and Excellence Awards 2013 in New Delhi. Last year, AISATS Bangalore Cargo was also awarded the TAPA certification, making it the first company in the India, Middle East & Africa region to be certified for the highest security requirement (TAPA Freight Security Requirements Class A). AISATS Bangalore Ground Handling clinched the prestigious Cathay Pacific and Dragon Air network-wide ‘Best Ground Handling Agent for Ramp Services’. This award was won over their entire network comprising of 91 stations world-wide and holds testimony to the global bench-mark we have achieved and maintained. We are very proud of our AISATS Bangalore team. AISATS Hyderabad Ground Handling won ‘The Best Agency for Safety – Highest Contributor’ award for Hyderabad International Airport for 2013 given by GMR. AISATS Delhi achieved high standards of arrival baggage presentation and is amongst the top ground handling company to consistently deliver superior services to our airline customers. AISATS Trivandrum’s good efforts in achieving 99.73% on-time performance for Oman Air Trivandrum were recognised when it won Oman Air’s ‘Best On-Time Performance Worldwide’ by beating 41 other stations worldwide, including 10 stations in India. Our AISATS Trivandrum teamalso consistently received appreciations from ourcustomer airlines and their passengers.

This year, we purchased more than INR 47 Crores

of new equipment. More than 220 pieces of ground support equipment were added to our fleet at our various business units. Although facing tough times with many airlines reducing and some suspending their flights, we stay committed to our social responsibilities and continue to contribute to the local communities. In Bangalore, we sponsored a village and brought cheers to less fortunate, especially young children at the orphanage. Our other AISATS business units provided aid to government schools and a home for the aged. We also conducted blood donation drives. To constantly keep up with evolving business environments and customer needs, 562 colleagues attended the Service Culture Workshop and 571 colleagues attended the Team Building Workshop. We are confident that our staff will be motivated to work hard together and as a great team, provide services from our hearts to our customer airlines and their passengers, that even our competitors talk about. At AISATS, we recognize the indispensable need for safety in all our operations. We introduced two new courses: Dangerous Goods Awareness course and Ramp Safety Awareness course. The courses were attended by more than 800 colleagues and 300 colleagues respectively; contributing to safety for ourselves, airline customers and other airport stakeholders. We will be introducing management and self-developmental courses to equip our colleagues to take on more and new responsibilities. Amidst the tough and financially difficult industry situation, we will continue to look for growth areas to realise our aspirations. Tough times are still ahead of us. We, at AISATS, need to collectively work towards no wastage and look for creative ways to improve productivity and efficiency to achieve more with less. The competitive landscape continues to be intense and we need to be committed, determined and innovative in order to surge ahead. I am encouraged by our work and am confident that we can rise higher and create successes for ourselves! I take this opportunity to thank you all for your efforts and look forward to your continued support as we scale new heights in the year ahead. Wishing you and your loved ones good health, peace, happiness and success!

Willy Ko

BLUE

SKiES

Newsletter | January - December 2012

THIS ISSUECEO’S Message

AISATS - India’s first firm certified by TAPA for its Bangalore Cargo Handling

AISATS Bangalore bags Best Cargo Terminal Operator Award from ICC

AISATS Bangalore receives SIA Cargo Performance Award – Network Wide for FY11-12

Air Arabia Bangalore - ‘Best Station for OTP & Procedure Adherence’

AISATS Bangalore – Cathay Pacific Group’s ‘Best Ground Handling Agent for Ramp Services’

Emirates Bangalore - ‘Station of the Month’ for May and October 2012

Observance of India‘s Independence Day

AISATS Delhi Expands Customer Base to include Tajik Air

AISATS Delhi Celebrates All Nippon Airways’ Inaugural

Cathay Pacific Airways Passenger Flight Inaugural at Hyderabad, 2 Dec 2012

Safety Initiatives taken by AISATS

Oman Air Trivandrum - Number 1 in On-Time Performance for Y2012

Qatar Airways Passenger Flight Handling by AISATS Trivandrum

Maldivian A320 Inaugural Flight at Trivandrum in November 2012

AISATS 01Published by Air India SATS Airport Services Pvt. Ltd. I Tel: +91-22-3938 7016 I Fax: +91-22-3938 7001 I Email: marketing@aisats.in I www.aisats.in

AISATS - India’s first firm certified by TAPA for its Bangalore Cargo Handling

AISATS was awarded the TAPA certification for its Bengaluru Cargo Handling; making it the first company in the India, Middle East & Africa region to be certified for the highest security requirement i.e. TAPA Freight Security Requirements Class A. On 9 July 2012, Mr Ebeneer Bobson – (Country Head, TUV Rheinland), presented the TAPA certification to Mr Henry Christopher (Senior Vice President – Cargo, AISATS).

Mr Hari Marar (President of Airport Operations, BIAL) said, ”AISATS brings in significant contribution to the efficient operations of the Bengaluru International Airport and we take pride in our association with them. We are delighted to hear about the TAPA certification received by AISATS. This greatly reinforces our confidence in the cargo operations at this airport.”

Mr Ebeneer Bobson (Country Head, TUV Rheinland) at left, presenting the award to Mr Henry Christopher (SVP Cargo, AISATS Bangalore)

AISATS Bangalore bags Best Cargo Terminal Operator Award from ICC

AISATS won the ‘Air Cargo Terminal Operator of the Year’ award at the Indian Supply Chain & Logistics Summit and Excellence Awards 2012. Organized by the Indian Chamber of Commerce, the inaugural Award ceremony was held on 8 February 2012 in New Delhi. The Excellence Awards have been instituted to honour and recognize efforts made by the Indian logistics and supply chain organizations in creating industry benchmarks and adopting best practices. Mr Ranjiv Ramanathan (Head Operations, AISATS) received the award from Mr S.S. Khurana (Former Chairman of the Indian Railway Board).

Mr S.S. Khurana (Former Chairman, Indian Railway Board) at left, presenting the award to Mr Ranjiv Ramanathan (Head - Operations, AISATS)

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“I would like to express my deepest gratitude and appreciation for the exceptional customer service offered to me by AISATS Mr Amarnath VG.I commend him for his professionalism, going the extra mile to support a distressed customer, promptness of service and feedback, his calm demeanour, his humility, and above all, the personal care that was afforded to me right until I boarded the flight to Singapore. This kind of personal service is very rare.”

Surya Pillay - Singapore Airlines Customer

Going the Extra Mile for Distressed Customer

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An Air India customer who had booked a flight for Bangalore to Cochin came to know that her flight has been cancelled and there was no other AI flight on the same day to Cochin. She was worried as she had to reach Cochin on the same day. AISATS staff Mr Mandeep Chaudhary promptly assisted her to book a flight with another airline for the same day. Customer was very happy on reaching Cochin and wrote an appreciation email: “I am very happy to have reached Cochin as planned and I am very thankful to Mr Mandeep Chaudhary for the warm and personal service provided”.

Ms Karin Wilmer from Germany - Air India Customer

Warm and Personal Service

AISATS 02 | www.aisats.in

BLUE SKiES | Newsletter | January - December 2012

AISATSBANGALORE

AISATS Bangalore receives SIA Cargo Performance Award – Network Wide for FY11-12

AISATS’ strong commitment to exceptional service delivery has resulted in being awarded by Singapore Airlines for ‘Cargo Performance Award – Network Wide for FY11/12’. The criteria evaluated were Responsiveness To Cargo Mis-Handlings, Flight Punctuality Performance, FSU - Freight Status Updates, ULD Management, Safety and Security.

Mr Bobban Philip (Head Sales & Services, Singapore Airlines Cargo) said, ”We at SIA Cargo, would like to appreciate and acknowledge the effort of each and everyone in AISATS Team for the dedication and great support to achieve this exceptional services performance award. First and foremost, we would like to thank Mr Mahen and Mr Henry for the excellent leadership, support and cooperation extended to SIA Cargo always, which led us to this greatest achievement.”

From left: Mr Henry Christopher (SVP Cargo, AISATS Bangalore), Mr Bobban Philip (Head Sales & Services, Singapore Airlines Cargo) and Mr Mahenthiran P. (SVP Ground Handling, AISATS Bangalore)

Capacity Enhancement with VNA equipment & 17-metre High Rise Racking

AISATS has invested about US$ 1M in 5 VNA (Very Narrow Aisle) trucks and high rise racking. The VNA equipment moves at high speed and vertically upwards to 17 metres in height, for storage of cargo in high rise racks. This optimizes space and increases the operational efficiencies. With the VNA racking system, the total skid storage capacity has increased to 3,500 skids at any given time, thereby increasing AISATS cargo handling capacity.

AISATS 03 | www.aisats.in

Air Arabia Bangalore - ‘Best Station for OTP & Procedure Adherence’

Bangalore was awarded the ‘Best Station for OTP & Procedure Adherence for 2011’ by Air Arabia. On this achievement, Mr Mohiuddin Ahmed (Airport Manager, Air Arabia) appreciated the efforts of AISATS Bangalore team: ”I take the opportunity to congratulate each one of your team for the excellent team work and commendable translation of procedures into action.”

Mr Ahmed Mohiuddin (left) – Airport Manager, Air Arabia, Bangalore receiving the award from Mr Moosa Abdullah Ali - Manager Customer Services and Ground Operations, Air Arabia.

AISATS Bangalore – Cathay Pacific Group’s ‘Best Ground Handling Agent for Ramp Services’

AISATS Bangalore was awarded the ‘Best Ground Handling Agent for Ramp Services in 2012’ during the Cathay Pacific Airlines and Hong Kong Dragon Airlines Airports Conference held in Hong Kong. Hong Kong Dragon Airlines also won the following awards for Bangalore station for 2012: ‘Best Self Service Check-In’ and ‘Best On-Time Performance – Airport Performance’.

Mr Sandeep Afonso (Airport Services Manager, Hong Kong Dragon Airlines) complimented AISATS Bangalore team: ”Thank you and Congratulations to one and all for your contribution and dedication towards achieving the above awards and wishing you all the very best for the coming year. Keep up the Great Work.”

This is the third successive year that Hong Kong Dragon Airlines has received the ‘Best Airport Performance’ award for Bangalore station. The airline also won the following awards for Bangalore station in 2011: ‘Best Self Service Kiosk Check–in’, ‘Best Self Service Online Check-in’ and ‘Distinguished Handling Award for Flight Disruption’.

At right : Mr Mahenthiran P (SVP, AISATS Bangalore), receiving the award fromMr Sandeep Afonso (Airport Services Manager, Hong Kong Dragon Airlines)

3rd from right: Mr Navalli PC (DVP, Ramp & Maintenance, AISATS Bangalore), receiving the award from Mr Sandeep Afonso (Airport Services Manager, Hong Kong Dragon Airlines)

Bangalore – Emirates ‘Station of the Month’ for May and October 2012

Bangalore station was awarded ‘Station of the Month’ for May and October 2012 in the whole Emirates network for baggage handling performance. On receiving this coveted award twice in the same year, Mr Samuel Prabhakar (Airport Services Manager, Emirates) complimented and thanked AISATS Bangalore team: ”The credit must go to our dedicated team at arrivals and baggage services. Thank you for getting us this honor.” For December 2012, Hyderabad station won this award, with Bangalore station coming in a close second.

‘Most Creative Customer Service’ Award Won by Singapore Airlines – AISATS Bangalore Singing Team

Singapore Airlines - AISATS Bangalore team sang their way to win the airline’s ‘Most Creative Customer Service (Team)’ award, based on a special Christmas 2011 event that happened at the Bangalore Airport. A happy Mr Shawn Low (Station Manager, Singapore Airlines) said: ”We would like to extend our appreciation of thanks to AISATS Management for the strong support given to make the singing team a reality and to go on to win the award.”

Celebrating AISATS’ Bangalore 4th Anniversary

AISATS Bangalore organized a bowling event on 2 June 2012 to celebrate the 4th anniversary of operations at Bangalore International Airport and the 2nd anniversary of AISATS’ incorporation. Customer airlines were invited to share the joy with AISATS staff. Everyone enjoyed themselves thoroughly in the fun-filled event, which was followed by a sumptuous lunch.

AISATS Team with colleagues from service partners enjoying the anniversary celebrations.

AISATS 04 | www.aisats.in

BLUE SKiES | Newsletter | January - December 2012

VVIP Flight Handling

AISATS handled a VVIP Flight of Canadian Prime Minister during 8 and 9 November 2012 in Bangalore International Airport. Capt. Gary Black (Officer Commanding, Canadian Forces Air Marshal Detail, National Defense Headquarters, Government of Canada) sent an appreciation note mentioning that ”The handling service provided in Bangalore by AISATS, was absolutely superb in every way. For the arrival, your personnel were very well prepared and provided outstanding and prompt service wherever required. The Departure phase also resulted in outstanding service with very favorable comments received by the Mission Commander (Maj Al Tasse).” Well done!

A310 VVIP Aircraft with Canadian PM onboard served by AISATS on 8 Nov 2012 in BLR AISATS offloading the aircraft with the lower deck loader AISATS team handling the VIP baggage container at ramp

Helping Hands for School Children at Marasandra Village

In honoring its social and community responsibilities, an AISATS Bangalore team visited the Marasandra School at Marasandra Village in July 2012. They completed the electrical work at the School and also installed 2 computers for the school children. These computers are being used by the teachers to give Basic Computer training to the school children. In September 2012, another AISATS Bangalore team visited the school and distributed footwear, stationery and gift items to the school children.

Mr Bharani Dharan (IT Dept, AISATS ) with school children beside the newly installed computers

Mrs Sowmya Srinivasan (VP GH, AISATS Bangalore) distributing footwear to the school children

AISATS Bangalore team with children from Marasandra School

AISATS Bangalore team with stationery items for distribution to the school children

Mr Somashekar M.G (VP HR & Admin, AISATS Bangalore) presenting stationery gift to the school staff

Observance of India’s Independence Day

The 65th Independence Day was observed on 15 August 2012 at AISATS Cargo Building, Bangalore. A traditional Flag Hoisting ceremony was held jointly by AISATS Bangalore with Air India Security at 8.30 a.m. In honour of the occasion, the Indian flag was raised by Mr Soumen Chakraborty (Station Head, Air India Security).

Mr Soumen Chakraborty (Station Head, Air India Security) hoisting the national flag on Independence Day in AISATS Bangalore Cargo Terminal premises

Bangalore Security team at attention for the flag hoisting ceremony on Independence Day

Bangalore Security team with Mr Navalli P.C (DVP, Ramp & Maintenance, AISATS Bangalore) at attention for the flag hoisting ceremony on Independence Day

Winners of Emirates ‘Staff of The Month’ Award for December 2012 - Mr Roshan A.V (Passenger Services, AISATS Bangalore) and Ms Usha G.K (Baggage Services, AISATS Bangalore) with Mr Samuel Prabhakar (Airport Services Manager, Emirates) at centre

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Emirates conferred ‘Staff of the Month’ award to AISATS Mr Roshan A.V from passenger handling and Ms Usha G.K from baggage handling for December 2012. Mr Samuel Prabhakar (Airport Services Manager, Emirates) appreciated their outstanding services provided to Emirates passengers.

Emirates ‘Sta� of the Month’ Award

AISATS 05 | www.aisats.in

AISATS Delhi Expands Customer Base to include Tajik Air

Expanding its customer base in Delhi International Airport, AISATS won the contract for handling Tajik Air, the national carrier of Tajikistan. Tajik Air started operating to India on 6 July 2012 from Dushanbe, the capital of Tajikistan. AISATS celebrated the inaugural flight of Tajik Air by cake cutting and garlanding the VIPs, crew and the arrival passengers, while small souvenirs were given to all departing passengers. The cake cutting was done by Mr Kelvin Seow (Senior Vice President, AISATS Delhi), Mr Gafoor (General Director, Tajik Air) and Mr Marcel Hungerbuehler (Chief Operating Officer, DIAL).

AISATS Delhi Celebrates All Nippon Airways’ Inaugural

All Nippon Airways inaugural on 29 October 2012 in Delhi International Airport was a joyfully smashing event. AISATS' beautiful ladies in flowing sarees were on hand to dot the pax with the traditional tikka, garland them with marigold and colourful stoles. Each passenger and crew also received a special AISATS gift. Canapes and refreshments were served at the departure gate. The ceremony culminated in a cake cutting and the traditional Japanese sake barrel smashing to commemorate the birthday of All Nippon Airways operations to Delhi. Sake flowing and happy faces all round, a great way to celebrate the service partnership and to usher in the success of All Nippon Airways in Delhi.

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The performance of the team was commendable : • smooth coordination of all ground elements. Within 30 minutes of the diversion notice, all relevant parties were informed of the handling requirements. • expeditious turnaround of the aircraft, notwithstanding the engineering issue, all ground activities completed by 40 minutes after on-chock. • team willingly worked past their normal shift by about 4 hours to handle flight.We managed to avoid further inconvenience to the passengers and cost to the airline if the flight was AOG. Excellent support, thank you.

TAY Wee Kai - Station Manager - Delhi, Singapore Airlines Limited

First Singapore Airlines’ A380 diversion to Delhi International Airport

BLUE SKiES | Newsletter | January - December 2012

AISATS 06 | www.aisats.in

AISATSDELHI

Caring for Orphans at Bal Sahyog, India’s Oldest Orphanage

AISATS Delhi staff, in honoring its social responsibility, embarked on an CSR initiative called “Sparda’ (which means “completion‘) with Bal Sahyog. Bal Sahyog is India’s oldest orphanage that takes care of underprivileged children. On 15 August 2012, AISATS staff team spent a day at Bal Sahyog, playing cricket with the children there, teaching and imparting life-skills to them through the most popular game in India. In addition, the children also participated in a painting competition organised by the team, and danced to the beats of Bollywood music with the AISATS staff. In October, another group of AISATS staff visited the orphanage and put up a comedy show, imitating Bollywood stars, bringing joy to the children.

When the teams were leaving the orphanage, the only thing they could hear was, "When will you come back? Come back soon, we will be waiting for you." A little boy, walked up to one of our staff, held her hand and said in Hindi ”Sister, don’t go.” One team member reflected, "Life is the most beautiful gift of God and you are never alone in it."

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On 10 October 2012, Singapore Airlines passenger Ms Kwok was offloaded and had to visit FRRO office next day to extend her visa. As Ms Kwok had only INR 1,000, AISATS staff Vandana very graciously hosted her in her own residence for one night. She also accompanied Ms Kwok to the FRRO office over the next few days until she finally obtained the clearance to exit India on 16 October. Ms Kwok was extremely grateful, especially for Vandana’s warmth and hospitality to her, a total stranger of a different nationality.

“Vandana has displayed the true spirit of TCS. Despite working night shifts, she spent her day hours helping the passenger every day. She is certainly a role model for the rest of the team. I congratulate you for having such an exemplary staff.”

TAY Wee Kai - Station Manager - Delhi, Singapore Airlines Limited

Service From The Heart

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We have yet again managed to retain the top slot in our Skywards Membership enrolment for the 2nd consecutive month since the inception of this promotion. I believe that our floor walkers play a very important role in this process and are now required to be more vigorously involved while the passengers are waiting to be checked in.

Kashif Khan - Airport Services Manager, Emirates - Delhi

Value-Add To Frequent Flyer Program

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Right from the time we opened the door, AISATS Ms Nupur looked to be in-charge of her duties and was keen on giving a good performance. I must say that she never failed in her endeavour. As soon as she got the boarding clearance, she swung into action and went to expedite boarding at the gate. This was done in record time of just over 15 minutes (exceptional). Thereafter, she contacted the rightful person for the aircraft documents and released the aircraft. Even both the Emirates Captains were impressed by the swiftness of the proceedings. She never ceased to smile and carried on with her job with calmness and professionalism. She is one of the best ground staff I have encountered at any of the stations. I would like to thank Ms Nupur for doing an excellent job; she was by far the Star of the show.

Hari Chhetry - Purser on EK 516 to Delhi, Emirates

Exceptional AISATS Sta�

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18 of us travelling on Air India, had very short transit time in Delhi International Airport, and had to pass through immigration and custom clearance. We would have missed our connecting flight to Gaya, if not for the great help from AISATS’ Davinder Takhi - Manager and 2 staff whom he assigned to help us. All of them did a great job throughout. With great appreciation, thanks for all of the services.

Kalaya Samathajit (Managing Director) - Air India passenger

Great Job in Helping Transit Ops

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On behalf of the station, we thank AISATS Mr Raman and his team for their unselfish dedication during the pressure-pack atmosphere of our flight. Under his able leadership, the team displayed professionalism on the job while under stress from irate passengers. Despite the problematic scenario, he and his team maintained their composure. Philippine Airlines was indeed fortunate that no untoward incident took place. Thank you so much.

Jonathan J. Alba - Station Manager – India, Philippine Airlines

Unsel�sh Dedication and Professionalism Under Stress

“ ”We would like to thank you and your team for wonderful support in Cargo. We definitely see lots of improvement in the past period since your company has taken over the handling.

Rajneesh Sharma - Manager - Sales & Ops, Air Mauritius

Lots of Improvement through AISATS Cargo Handling Supervision

“ ”Please congratulate team for their great effort to ensure +100 ton domestic cargo uplift from Delhi, yesterday. Together, we can reach greater heights ALWAYS.

Saket Saran - Cargo Sales Manager, Air India

Maximising Airline’s Cargo Load

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My wife realized she had left her laptop at the sitting area when we were about to board the aircraft. As we were running back to search, we were informed that we could get our laptop back from the security. It was found by AISATS’ Mr Anil Kumar who had given it to the security. I feel this act of Mr Anil Kumar is an exemplary act of honesty and highest devotion to customer service, which we would like to whole heartedly praise.

Manoj Soni - Singapore Airlines passenger

Exemplary Act of Honesty and Customer Service

AISATS 07 | www.aisats.in

THAI Cargo Inaugural Freighter Flightat Hyderabad

THAI Cargo operated its first own freighter, a B747-400 BCF on 12 April 2012, making its first international stop at Hyderabad International Airport. AISATS is proud to be selected by THAI Cargo to be its ground handling service partner in Hyderabad.

The momentous occasion was celebrated with traditional Indian flower garlands, cake cutting and chocolate gift boxes to all present. Despite the festivities, the inaugural flight departed ahead of schedule, much to the satisfaction of THAI Cargo. AISATS hosted a sumptuous lunch where Mr Simon Ng (Senior Vice President - Marketing, AISATS ) presented a commemorative plaque to Mr Pichai Chunganuwad (Managing Director, THAI Cargo). It was a happy time, with smiles all round and new friendships made.

Cathay Pacific Airways Passenger Flight Inaugural at Hyderabad, 2 Dec 2012

What an exciting occasion it was! From the buzz at the check-in counters to the euphoric fanfare at the arrival gate, you could sense the huge anticipation and deep joy shared by all. Mr Tom Wright (General Manager, Cathay Pacific ) gave the opening address, followed by the traditional lamp lighting, marking the auspicious occasion. AISATS and Cathay Pacific team kicked into action with the check-in, an impressive passenger load of 230. When the aircraft arrived, it was specially "baptised" by the double water cannon salute. AISATS' beautiful ladies in flowing sarees were on hand to garland the arrival passengers and crew with marigold and dot the crew with the traditional tikka. Each passenger and crew also received a special AISATS keychain commemorating the inaugural. GMR specially arranged a sumptuous spread of refreshments for the

AISATS 08 | www.aisats.in

BLUE SKiES | Newsletter | January - December 2012

AISATSHYDERABAD

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It is great to hear that the flight chocks off ahead of the schedule. Great job to the team and please pass my sincere thanks to the AISATS team in Hyderabad as well as the support team from Bangalore for this successful result!

Lucy Mak - Contracts & Services Manager, Cathay Pacific Airways

Chocks-O� Ahead of Schedule for Inaugural Flight

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Hyderabad is named the station of the month ‘Baggage Services’ for December 2012 in the entire Emirates network. My team and I appreciate and acknowledge the support and efforts made by AISATS team. Good job done to ensure Nil short tagging of Baggage. Good baggage container planning to ensure smooth transfer of baggage at hub to final destination. Special note of thanks for the commitment and dedication shown to meet our deadlines and targets in creating quality AHL/DPR/OHD and for continuous support extended during peak season and for closing files within the target time. Thank you specifically for AISATS’ active participation and involvement. Best regards.

Shekar Kavidi - Airport Services Manager, Hyderabad - Emirates

Best Baggage Services in Emirates Network

Safety initiatives taken by AISATS Hyderabad

AISATS believes that knowledge is a powerful contributing factor to safety and thus has taken some pro-active measures to raise the employees’ awareness on safety. Some of the initiatives taken are:

1. Learn From Others’ Mistakes : Any incident or accident occurred in our industry are shared with staff through e-mail or staff notice board, after de-identifying the agencies involved. This helps to minimize such similar incidents and accidents happening due to our staff.

2. Safety Card : A pocket size safety card is made containing important Ramp Safety measures, with important telephone numbers to dial in case of an emergency. It is printed in bi-lingual (English & Telugu).

3. Safety Hand Book : AISATS is compiling an A5-size booklet on industry’s best safety practices. This booklet will be given to staff during their safety training.

4. Safety Cones and Chocks Trolley: A specially fabricated trolley is made to store and secure aircraft safety cones and chocks. All the cones and chocks will be placed in the designated “Chocks & Cones Trolley’ after departure of aircraft. This trolley is designed for two purposes.

• To secure the cones and prevent them from being blown away during strong winds, and causing damage to property and aircraft.• To avoid scattering of chocks and cones at ramp area, causing obstruction to movement of vehicle or equipment.

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Would like to appreciate flawless effort of all AISATS lost and found staff for achieving Excellent Performance rating for HYDFZ consecutively since June 2012. Please find enclosed copy of appreciation certificate issued to Ms Arsha / Ms Bhavana. Thanks & regards.

Abdul Raheem - Airport Manager, Hyderabad - flydubai

Flawless Lost & Found

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Passenger Mr Majeedullah Sharif lost two pieces of checked-in baggage when he travelled through India on vacation. He was happy that the 2 bags were finally traced and returned to him. On 29 January, he sent an email to compliment AISATS’ Mr Amruth of Lost & Found for tracing and updating him regularly about the bags and recovering them.

Lost But Found

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Passenger Mr Mahend Ratate travelling on Air India, thanked AISATS Ms Pavani, Mr Qadeer and Mr Farzan for assisting and accompanying the passenger to ‘Level 4’ due to passenger’s baggage was for security reasons. Passenger said that “I really feel like I am travelling as a Maharaja”

Maharaja Service

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My sincere appreciation for the excellent job and hard work done by AISATS in providing the comprehensive ground handling and supervision to our Thomson Airways flight (7 – 9 Dec), Non-Scheduled Tourist Charter flight at Hyderabad Airport. Only because of your team’s consistent hard work, positive response to our requests, like sending quotations well in advance, better and valuable correspondences (even at odd office hours), positive response at every time and other relevant work, which is really important to provide smooth handling, we were able to complete our job in professional manner. Kindly convey my appreciation to your team who have contributed in no small measure for the successful operation of this flight. Thanks and regards.

Om Sharan Kashyap - Manager (Operations), Ventours Aviation Pvt Ltd

Excellent Job in Handling & Supervising Non-Scheduled Flight

arrival and departure crew, with lamp lighting and cake cutting. To top it all, the aircraft departed before its scheduled time. Jai Ho!

AISATS Bangalore sent a team of experienced staff to support AISATS Hyderabad in this inaugural handling. From their award-winning handling of Hong Kong Dragon Airlines in Bangalore Airport, AISATS Bangalore is well-versed with the exacting handling requirements of the Cathay Pacific group.

In appreciation of this in their smooth startup of Hyderabad operations, Ms Lucy Mak (Contracts & Services Manager, Cathay Pacific Airways) sent a note : ”Great job to the team and please pass my sincere thanks to the AISATS team in Hyderabad, as well as the support team from Bangalore for this successful result.”

AISATS 09 | www.aisats.in

Oman Air Trivandrum - Number 1 in On-Time Performance for Y2012

Oman Air Trivandrum awarded No.1 Station for On-Time Performance in their global network, Y2012. Mr Suresh Pillai (Airport Services Manager, Oman Air): "We would like to express our gratitude to AISATS for their valuable contribution in achieving the best on-time performance at Trivandrum International Airport, amongst Oman Air's 42 stations world-wide. Punctuality has always been the core focus for Oman Air and we have extended this operational excellence at Trivandrum International Airport. With our successful partnership with AISATS, we further strive to provide our passengers at Trivandrum a safe, reliable and on-time experience."

Mr C.L. Koh (VP, AISATS Trivandrum) with Mr Suresh Kumar Pillai (Airport Services Manager, Oman Air)

Qatar Airways Freighter & Cargo Handling by AISATS Trivandrum

Trivandrum is the first station that Qatar Airways signs a handling contract with AISATS. Qatar Airways has entrusted AISATS with ground and cargo handling for their freighter operations in Trivandrum International Airport.

Qatar Airways Passenger Flight Handling by AISATS Trivandrum

The patronage of Qatar Airways continues when they entrusted AISATS with Ground Support of their passenger flights at Trivandrum International Airport.

John Mathew (Airport Services Manager – Trivandrum, Qatar Airways), Qatar Airways staff & AISATS team

Maldivian A320 Inaugural Flight at Trivandrum in November 2012

15 November 2012 marked the inaugural handling of Maldivian first A320 aircraft by AISATS in Trivandrum station. Guest-of-Honour Mr V.N. Chandran (AAI Airport Director), graciously handed over the boarding pass to the first passenger. The arrival of the Maldivian A320 was greeted by a water cannon salute. Arrival passengers were greeted and presented with stalk of rose and a commemorative key chain. In marking this historical event, Mr Koh Choon Liang (Vice President AISATS ) presented a plaque to Mr Ibrahim Saleem (Chairman,Maldivian), with a cake cutting ceremony.

Mr Abdul Haris (Managing Director, Maldivian): ”India has been an important market for us since the inception of our first international operation to Trivandrum. We are very pleased to extend our commitment towards quality services with AISATS as our partner for ground services at Trivandrum International airport.”

Mr C.L. Koh (VP, AISATS Trivandrum) personally giving the commemorative plaque to Mr Ibrahim Saleem (Chairman, Maldivian) with Captain and local rep.

Cake Cutting for Maldivian inaugural flight

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I arrived by Oman Air on 21 Feb 2012, Business Class. I had lost my gold ring (with one ruby and two pearls) but I realised it only after I collected my baggage. Fortunately one of your ground staff Mr Balu. S from AISATS brought it. It must have been given to him by the in-flight attendants. Mr Balu took me to the Customs Officer who handed me the ring after I had identified it. I like to thank Oman Air flight attendants and Mr Balu. Please convey my thanks to them. This ring is very precious to me as it was given to me by my mother on my 60th birthday.

Meenakshi Sarathy - Frequent Flier, Oman Air

Precious Ring Found And Returned

“”

Below is a mail from one guest who was assisted by AISATS staff Ms Sreelakshmi who compassionately helped our guest who was not keeping well. We will be acknowledging her efforts with a token of appreciation at station level.

Junaid Ashraf - Airport Manager, Trivandrum - Eithad Airways

You might not remember me but I was the sick girl you helped at the Etihad flight desk (you took me to see the doctor and made sure I got on my flight!) just after Christmas (29 Dec). I just wanted to say thank you for your kindness and help. I arrived home weak and exhausted and had to have a few days off work but I made it home safe and soundly - much to the relief of my parents

Compassion for Passenger

AISATSTRIVANDRUM

BLUE SKiES | Newsletter | January - December 2012

AISATS 10 | www.aisats.in

Silkair signs Ground Handling Contract with AISATS Trivandrum

Silkair, currently handled by AISATS in Bangalore and Hyderabad, extends the service partnership to include Trivandrum.

Mr Nilang Shah (Snr Manager Marketing, AISATS), Mr Boby J. Mathew (Asst. Airport Manager, Silkair), Mr C.L. Koh (VP, AISATS Trivandrum), Mr Simon Ng (SVP - Marketing, AISATS), Mr Steven Tan (Manager – Trivandrum, Silkair)

Corporate Social Responsibility Project by AISATS Trivandrum

On 19 October 2012, AISATS Cargo Team visited the senior citizens of an old age home at Chakai, Trivandrum. They brought good cheer, with breakfast, games, songs, drama, etc. Laughter echoed in the hall and beaming faces all round. The time together with AISATS staff reminded the old folks of their families, some with tears in their eyes ... ”It reminded me of having breakfast with my sons”. The AISATS staff also left gifts of medicine, wheel chair and foldable walking aid. Although the occupants had nothing material in return to give, they have enriched the lives of the AISATS team in more ways than they can imagine. Truly it is more blessed to give than to receive.

AISATS staff serving breakfast for the senior citizens at the home for the aged

AISATS staff sharing a meal and a smile

Bahrain Air Trivandrum Top Cargo Revenue in June 2012

Bahrain Air Trivandrum recognized AISATS’ remarkable contribution for helping them to achieve highest cargo revenue generator among the other Indian stations for June 2012.

Mr Jose M. Wilson (Bahrain Air, Cargo) : ”We are happy to announce that Trivandrum achieved the highest revenue among the Indian stations in June. I am taking this opportunity to thank and appreciate each and every cargo staff in the AISATS cargo team for this remarkable achievement.”

Bahrain Air Trivandrum Inaugural in March 2012

Bahrain Air was the first new airline to launch their operations at Trivandrum’s new International Terminal Building (NITB), with effect from 16 March 2012. The aircraft received a grand welcome with a water cannon salute. VIPs were greeted with garlands and passengers were given sweets and commemorative keychains. The occasion was also commemorated with a cake cutting ceremony by Bahrain Air CEO Mr Richard Nuttal, Captain and crew. Mr Nuttal was pleased with the warm welcome reception for Bahrain Air in Trivandrum.

Water Cannon Salute by the Trivandrum Airport Authority for Bahrain Air aircraft

Mr C.L. Koh (VP, AISATS TRV) with AISATS Pax Service team and cake for the inaugural celebration

“

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My earnest appreciation to your organization in tactically dealing with the tumultuous situation on 30 Nov 2012, for flight IX554 at Trivandrum International Airport. The flight arrived with 105 passengers but without any arrival check-in baggage. (The baggage landed at Calicut and subsequently transshipped from Calicut to Trivandrum on the next day on IX305.)

Credit goes to AISATS Staff who were well prepared, with all necessary forms and documents, who faced the situation with confidence and unity in pacifying passengers, who were in a hot mood, and completed the task, 107 PIRs, withina record time of 45 minutes. Also, almost all the bags were cleared on the next day upon its arrival from Calicut.

The AISATS staff stood on the front line and put up a super performance.

Gireesh Babu P - Station Duty Officer, Air Customs, Trivandrum

Con�dent Service in Di�cult Situation

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You have wonderful staff working in AISATS. On AI667 / 2FEB, 23 pieces of baggage were short landed ex-BOM. The passengers were very irate and created a ruckus at the airport. Your CSA staff Ms D. Pradeepa, was attached to us to attend this flight. We place on record the acumen displayed by her in handling the angered passengers. Her perseverance and ability to handle crisis is highly appreciated. Staff like her is an asset to the organization.

R. Vijayakumar - Airport Manager, Trivandrum - Air India

Acumen in Crisis

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In spite of clash between Emirates and Saudi Air Cargo flights within 5 minutes of each other, our flight departed 30 minutes ahead of schedule. Once again, my appreciation to the team, including Mr Sasi Pillai and Mr Liju, a hard dedicated worker who is an asset for AISATS. Mr Kennedy and Team have also given good support to me officially and personally

Manoj George - Cargo Supervisor, Trivandrum - Saudi Air Cargo Company

Flight Departed Ahead of Schedule

“”

Many thanks for your excellent coordination and efforts to ensure smooth and faster turnaround of our flight today. Had it been delayed by another 5 minutes, we would have had to offload cargo and change flight plan which would result in further delay and loss of revenue. Kindly extend my appreciation to the team, especially the ramp team that turned around all aspects despite the pouring rain.

Junaid Ashraf - Airport Manager, Trivandrum - Eithad Airways

Smooth and Faster Turnaround

AISATS 11 | www.aisats.in

AISATS 12 | www.aisats.in design: magnetyz.com

BLUE SKiES | Newsletter | January - December 2012

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AISATS Performance Statistics 2012