Page 1 | AISATS

BLUE SKIES

“Practice the philosophy

of continuous improve-

ment. Get a little better

every single day .”

- Brian Tracy

(Author of ‘Eat That Frog!’)

Highlights of the 4th Issue of Blue Skies !

AISATS has been honoured with ‘Best Air Cargo Terminal Operator’ for

the fifth consecutive time by the Indian Chamber of Commerce (ICC). Mr.

Mahenthiran Ponnudurai, current Senior Vice President DEL and former

Senior Vice President of AISATS BLR & IXE, explains what makes it the

best.

As AISATS gears up for the “AISATS Coolport”, Senior Vice President BLR

& IXE, Mr. Hoa Kai Ee, provides us with more details on the upcoming

facility.

National Safety Day was celebrated across all the stations on 4th March,

2016 to highlight Safety as a core AISATS Value. Read more on AISATS’

continued commitment to community work on the CSR space.

Airline customers compliments to AISATS’ staff shows recognition of our

excellent customer service to our customers.

Issue IV April 2016

To read in forthcoming pages...

Page 2 for what makes AISATS the ’ Best Air

Cargo Terminal Operator’

Page 7 for National Safety Day Celebration

at AISATS

Page 8 for In Talks for upcoming AISATS

Coolport

Page 10 for CSR Activities

Page 11-17 for Staff Activities and

Compliments Received.

Perishable Cargo to be handled at AISATS Coolport

Page 2 | AISATS

AISATS Air Freight Terminal at Kempegowda International Airport, Bangalore is a well established and recognized cargo handling terminal with exceptional service levels. It handles cargo for diverse geographies - South East Asia, East Asia, South Asia, Middle East, Africa and America. Whole range of cargo products handled at the terminal are:

General Cargo such as garments, CONSOL cargo etc.

Electronics such as laptops, servers, printed circuit board, computer parts etc.

Perishable cargo such as fruits, vegetables, cut flowers, seafood etc.

Vulnerable cargo such as watches, hand phones etc.

Pharmaceuticals and bio-technology cargo

Valuable cargo such as gold & diamonds etc.

Heavy cargo such as machinery, helicopters etc.

Live animals such as dogs, cats etc.

Human Remains

Dangerous Goods

Express courier and mail

Transshipment Cargo

In terms of capacity, the air freight terminal has a storage space for ULDs, bulk cargo and skidded cargo. It also has space for dangerous goods , transshipment cargo, bulk cold storage, over 2,200 square feet area for mail and cargo, live stock handling, EU bound perishable cargo cleared by Plant Quarantine and unaccompanied

baggage. For passive pharmaceutical products, the terminal has a dedicated Pharma Cold Zone for bulk cold storage, ULD cold storage and pharmaceutical cold room.

For the ease of importers and exporters, AISATS has in house regulatory support at the warehouse such as a) Customs b) Document Management Services for Customs c) Central Industrial Security Force (CISF) d) Office of Commercial Taxes e) Drug Controller f) Plant Quarantine g) Animal Quarantine h) Punjab National Bank i) Visvesvaraya Trade Promotion Centre (VTPC) Counter (for issuing Certificate of Origin)

The use of technically advanced equipment in the terminal has mechanized and has made the cargo handling process more efficient. In order to weigh cargo accurately there are calibrated flushed weighing scales and mechanized pallet-weighing scales always available at truck docks to accept cargo.

AISATS does not leave any stone unturned to use technology to increase operational efficiency and therefore has many firsts to its accord. Its Automated Storage & Retrieval System(ASRS) equipment at export and import works at high speeds to enable delivery/ acceptance of cargo within 45 seconds and secure handling of the cargo at all times. The ASRS is connected to the Cargo Operation System - COSYS for tracking the cargo movement within the facility and for automated retrieval.

About Mr. Mahenthiran Mr. Mahenthiran Ponnudurai, is the Senior Vice President

of Delhi. He has been associated with the Aviation

industry since 1990, having worked overseas with

Singapore Airlines (SQ) for 19 years at Medan, Seoul,

Istanbul, Bali, Vietnam and Mumbai, and has vast

experience in In-flight Services, Commercial Training and

Ground Services .

Mr. Mahenthiran Ponnudurai

What makes AISATS the Best Air Cargo Terminal Operator

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Very Narrow Aisle (VNA) equipment moves vertically up to a height of 17 meters to store cargo in high rise racks. The Elevated Transported Vehicle (ETV) handling equipment is an automatic system which actively tracks all the ULDs in the ETV queue lanes. The ETV system also has ULD cold rooms , which enables AISATS to handle fully build up pallets for all kinds of perishable products with specific temperature requirement. Besides the above equipment, AISATS maintains a fleet of equipment for handling cargo , which includes forklifts with capacity ranging from 3-10 Ton, hand jacks, electric stackers and tow tugs to ensure faster and efficient movement of the cargo within the facility.

Due to efficient handling of cargo the air freight terminal has won many awards and accolades from various industrial institutions. AISATS has been honoured five times with the ‘Air Cargo Terminal Operator’ award since 2012 by the Indian Chamber of Commerce.

The terminal has also been awarded the 2nd Best Cargo Ground Handling Agent of the Year 2012 award by the Air Cargo Agents Association of India (ACAAI).

The air freight terminal has also received "Excellence in Sustainable Practices (Cargo and Aviation Services)” award from Bangalore International Airport Limited (BIAL) Pinnacle Awards 2014 & 2015.

AISATS keeps up with the pace of new industry requirements by constantly upgrading the terminal facilities and has been certified to serve a wider range of customers to their full satisfaction. The Air freight terminal has many certifications—it is the first in India to be a Goods Distribution Practices (GDP) certified in order to handle pharmaceutical cargo as per guidelines of the World Health Organization (WHO).

AISATS Air Freight Terminal is Transported Asset Protection Association (TAPA) Facility Security Requirements (FSR) 2014 Class A certified, which is the highest accreditation accorded to a facility after carrying out thorough audits/inspections of the warehouse operations.

AISATS is the only company at the Kempegowda International Airport that has VTPC to provide a "Certificate of Origin" for export cargo at the terminal.

Safety & Security of the terminal, cargo and personnel are of the utmost priority to AISATS and its well-recognized security measures were awarded with the Regulated Agent (RA) award by the Bureau of Civil Aviation Security (BCAS).

AISATS’ robust cargo acceptance, screening, securing, unitization processes comply with standards of European

Union Regulation (EU) No. 185/2010 and (EU) No. 1052/2012 for regulating cargo and mail handling, flown into the European Union. Therefore, the air freight terminal is also RA3 validated for warehouse activities. AISATS offers numerous Value Added Services to airline customers such as filing of Import Goods Manifestation (IGM) / Export Goods Manifestation (EGM) on behalf of customer airlines, submission of shipping bill to customs, late acceptance of cargo for flights etc. which indirectly benefit freight forwarders and cargo handling agents.

Due to the 24x7 operations of Customs and the AISATS Terminal (including transshipment), AISATS facilitates cargo through bonded trucking from Chennai, Hyderabad, Cochin and Mumbai.

AISATS has used Digital Technology to make the terminal an e-Freight compliant entity. The Airport Cargo Community portal (ACS-Airport Community System) facilities better communication and effective dissemination of information to trade partners, and is fully compliant with IATA e-freight requirements. E-customs, e-booking, e-AWB, are the advantages of e-freight through which trade members can generate shipping bills, online bill of entry , can send electronic booking requests and airway bill requests to multiple airlines.

Apart from e-freight, AISATS also has COSYS, which automates and simplifies cargo ground handling and reduces paperwork and duplication of data thereby ensuring better customer services, increased efficiency and customer satisfaction. COSYS is compliant with the latest industry standards established by IATA, USA, European Union and Indian Customs.

AISATS takes various green initiatives such as replacing CFL lamps with LED lights, ergonomic designing of warehouse which allows natural light to illuminate the premises, recycling of waste in the terminal etc.

AISATS believes in giving back to the society through its Corporate Social Responsibility program such as organizing blood donation camps, lending a helping hand to Chennai flood victims, and providing educational facilities to school children.

In a nutshell, the AISATS Air Freight Terminal has all the ingredients to be the best cargo terminal operator such as availability of infrastructure, required certifications to handle any kind of cargo to any destination safely, competent use of information technology to add automation, socially responsible and employee friendly programs and policies, and capacity to efficiently handle 210,000 tons of cargo a year.

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Air India SATS Airport Services Private Limited (AISATS),

has retained its position as the ‘Best Air Cargo Terminal’

at BLR. AISATS has been awarded the “Best Air Cargo

Terminal Operator” award by the Indian Chamber of

Commerce (ICC) at the Indian Supply Chain & Logistics

Excellence Awards 2016 for the fifth consecutive year.

Each year, the ICC recognises and appreciates the

eminent stakeholders within India’s Supply Chain and

Logistic sector. The nominees for these awards are

carefully evaluated on various parameters such as

operational performance, sustainability, quality, safety,

customer satisfaction and adoption of information

technology.

Awards

AISATS receives ‘Best Air Cargo Terminal Operator’ award for the 5th time

(R-L) Shri Sanjay Mitra, Secretary, Ministry of Road Transport and Highways; Mr. Shiv Siddhant Kaul, President of the Indian Chamber of Commerce present the award to Mr. Ariffin Hussein, Assistant Vice President, Cargo Operations, AISATS BLR (4th from right)

AISATS BLR & HYD are appreciated for their exceptional performance by Cathay Pacific/ Dragon Air

Bangalore station of Cathay Pacific / Dragon air has been awarded

with two awards namely a) Best OTP Airport Performance 2015 b) Best

Baggage Handling 2015 and Hyderabad station

has received three awards namely a) Best

Airport Performance b) Best Passenger services ground handling agent 2015—Air India SATS

Airport Services Private Ltd c) Best Safety performance 2015 during their Annual Airports

Conference in Hong Kong. The customer airline extended its appreciation and

congratulations to AISATS BLR & HYD team members for their exceptional performance.

Customer’s Recognition

AISATS TRV performs best in Emirates Service Quality Audit

AISATS TRV achieved overall performance of 97% in Emirates’ Service Quality Audits conducted in November 2015.

This is the highest service quality performance level achieved by any station across the entire Emirates’ network.

The auditor evaluated the compliance level of AISATS with Emirates’ corporate standards to ensure consistency of

Emirates’ customer’s experience and product delivery.

“This was only possible with collaboration of EK and AISATS teams and scoring 97% is not an easy and also a difficult

task to maintain. We observe that AI SATS Team are enthusiastic and do their work passionately. This is what make

them to perform their best.”…….by Mr. Vijay Bhushan, Airport Services Manager

AISATS TRV is Emirates’ ‘Station of the Month’ for January 2016

AISATS TRV has been declared the Station of the Month by Emirates for the month of January 2016 in Baggage Handling. This was made possible by the AISATS team at Check-in, Baggage Make up Area (BMA), Boarding, Arrival and the Mishandled Baggage (MHB) unit .

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AISATS had welcomed Vistara at its three locations BLR, HYD & DEL (Hub Station) in 2015. On successful completion

of one year of operations, celebrations were organised on 9th Jan 2016 to congratulate the airline partner.

Customer Engagement

AISATS celebrates Vistara’ s 1st Anniversary

Emirates has completed 10 years of successful operations at Thiruvananthapuram. AISATS celebrated the day along

with Emirates by organizing counter decorations, offering sweets to the departing and flowers to the arriving

passengers, thereby making the day special for them.

AISATS congratulates Emirates for a decade of its operations at TRV

Celebrations at AISATS BLR

Celebrations at AISATS HYD

Celebrations at AISATS DEL

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AISATS HYD has been declared as Best Passenger Services Ground Handling Agent 2015 in the Cathay Pacific

Worldwide Network. AISATS organised a joint celebration in the presence of Mr. Sunil Menon, Station Manager,

Cathay Pacific, Mr. Yoga Narasimhan, Senior Vice President of AISATS HYD and respective staff members.

Customer Engagement

AISATS celebrates its top performing position in Cathay Pacific Worldwide Network

Minister of State for Civil Aviation, Dr. Mahesh Sharma, visited AISATS Air Freight Terminal at BLR. He was shown the

warehouse, landside and airside areas followed by a brief presentation on upcoming AISATS Coolport.

AISATS facilitates Minister of State for Civil Aviation’s visit to Bangalore

The Hon’ble High Commissioner of Canada in India, Mr. Nadir Patel hosted a networking dinner event at Canada House on the occasion of Honorable Kathleen Wynne Premier of Ontario, Canada and Honorable H.Wade MacLauchlan Premier of Prince Edward Island, Canada’s visit to India. AISATS was cordially invited for the event. Mr. Pawan Dhariwal, Vice President-Passenger Services and flight operations, AISATS DEL represented Air India SATS Airport Services Private Limited at the event which was aimed at bringing together business leaders, investors, policy and opinion makers on a common platform to understand and explore business opportunities in both the countries.

Canadian High Commissioner invites AISATS for Business Networking Dinner

(L) Mr. Nadir Patel (R) Mr. Pawan Dhariwal,

Page 7 | AISATS

Error is pervasive. The unexpected is pervasive. What is not pervasive are well-developed skills to detect and contain these errors at their early stages.

By Karl E. Weick

At AISATS BLR, Mr. Venu R, Vice President, Corporate

Safety, Health and Environment organised a 3-day safety

program, which was inaugurated by Mr. Hoa Kai Ee,

Senior Vice President -AISATS BLR & IXE . The 1st day

hosted an “Essay Writing” competition followed by a

“Safety Quiz”

on the 2nd day.

The program

concluded on

the 3rd day with

a “Safety Walk”,

in which all Senior Management of AISATS BLR and Staff

took a “Safety Oath” and participated in the safety walk.

The event

was also graced

by Mr. Samuel

Prabhakar,

Airport Manager

-Emirates & AOC

Chairman, Mr. Bhaskar Mazumdar, Airport Manager -

Etihad Airways, who addressed the staff, encouraging

them to adhere to the safe practices.

AISATS TRV also organised a safety campaign on

National Safety Day. The event was inaugurated with a

lamp lighting ceremony by Mr. George G Thakaran,

Airport Director, Mr. Joy Paul, Assistant Commissioner

security BCAS Chennai, Mr. Binoy Jacob, VP AISATS TRV,

Mr. Gerald Lim, AVP Commercial AISATS TRV and other

distinguished guests.

The event consisted of safety speeches, safety award

function, safety quiz competition, display of safety

posters and national safety day banners and a safety

pledge by all the participants including dignitaries from

BCAS, AAI,

customs,

customers

and Kerala

Police.

AISATS celebrates National Safety Day on 4th March

National Safety Day

Similarly at AISATS DEL, the safety team gave an

introduction on safety and on the safety policy to the

staff on National Safety Day. Safety team of Delhi

International Airport Limited (DIAL) also participated in

the celebration. The staff was guided on the importance

of protective equipment, voluntary safety reporting and

Safety Assessment of Foreign Aircraft (SAFA). Staff also

took safety pledge on the day.

Employees at AISATS HYD also took a safety pledge

under the leadership of Senior Vice President Mr. Yoga

Narasimhan to celebrate National Safety Day.

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“AISATS Coolport” will be Bengaluru’s

first dedicated perishable cargo

handling center. The facility would

serve as a catalyst in promoting the

import & export of temperature

sensitive cargo out through the

provision of a dedicated and secure

cool chain solution. Ideally located in

South India’s largest airport –

Kempegowda International Airport,

the 40,000 tonnes capacity dedicated

facility will enhance India as a global

producer of pharmaceuticals products.

In Talks

AISATS BLR – Getting ready for BLR’s first dedicated Perishable Handling Center

AISATS gets ready for its new dedicated terminal for

perishable cargo at Kempegowda International Airport,

Bangalore. Ranjana Mahajan, Manager Marketing, talks

to the Senior Vice President, AISATS BLR & IXE, Mr. Hoa

Kai Ee for more insights on the upcoming facility. Here

are the excerpts of the discussion.

Ranjana: What is AISATS Coolport?

Kai Ee: AISATS Coolport will be Bengaluru’s first

dedicated and purpose-build perishable cargo handling

center at Kempegowda International Airport. This

perishable cargo handling facility is being established

under Assistance to States for Infrastructure

Development for Exports & Allied Activities (ASIDE)

scheme of Government of India.

Due to rise in the consumption pattern of the growing

middle class across the world, demand for perishable

products has increased. In order to fulfill that need,

there is a dire need to develop our airport facilities with

modern infrastructure in line to handle the strict

requirements for these temperature sensitive products.

AISATS Coolport will serve this purpose with the

upcoming facility.

Ranjana: What will be the capacity of the AISATS

Coolport and how it will be equipped to handle these

perishable cargo?

Kai Ee: AISATS Coolport will be spread over 11,000

square meter and will have an annual capacity of 40,000

tonnes.

Coolport will be equipped with a drug controller lab

testing facility, land-side truck docks, built-up ULD

storage facility and cold rooms with different

temperature zones. It will also feature a testing facility

as per Plant Quarantine requirements for EU and US

bound shipments. In addition, the state-of-art AISATS

Coolport will also have humidity-control and

temperature monitoring facilities.

Mr. Hoa Kai Ee, Senior Vice President, AISATS BLR & IXE

Page 9 | AISATS

Ranjana: What kind of cargo will AISATS Coolport host?

Kai Ee: Once completed, this exclusive facility will cater

to 40,000 tonnes of wide range of perishable cargo such

as pharmaceutical products, fruits, vegetables, frozen

foods, processed foods, seafood, poultry, meat and

flowers.

Ranjana: How will Coolport benefit our customers?

Kai Ee: In recent years, there has been a substantial

increase in perishable cargo handling volume. Since

2010, AISATS Bengaluru has witnessed an increase in

perishable cargo at a compound annual growth rate

(CAGR )of 38%.

AISATS Coolport will provide the required infrastructure

to enhance the handling and ensure that the cool chain

of these perishable products ( including agricultural and

pharmaceutical) are maintained through the usage of a

dedicated cool zone with adjustable temperature

settings as well as a refined workflow as per IATA’s CEIV

(Center of Excellence for Independent Validators) , GDP

(Good Distribution Practices) & HACCP (Hazard Analysis

Critical Control Point ) standards.

This dedicated state-of-the-art facility will play a vital

role to drive Kempegowda International Airport as the

South India Hub for pharmaceuticals and perishables

products with a one-stop-shop comprising of Customs

Clearances, a well-equipped testing lab facility for Drug

Controller, functioning of Plant Quarantine as well as

other respected government bodies. Overall, AISATS

Coolport will promote better trade facilitation and

further boost the exports and imports of temperature

sensitive products via Bangalore.

Ranjana: How will AISATS Coolport help the society in

general?

Kai Ee: The project is expected to create more jobs

within the local community in the process. AISATS also

aims to be an IATA-approved Center of Excellence for

Independent Validators. In this way, we will be able to

train, guide and support the various stakeholders,

especially in the pharmaceutical industry.

Ranjana: Thanks Kai Ee for your time and for the

valuable inputs.

Page 10 | AISATS

AISATS DEL supports an NGO by setting up a Computer Training Center

AISATS DEL has taken an initiative to set up a Computer

Training Centre to provide quality computer education

to the children of Trilokpuri resettlement colony in Delhi.

The aim is to provide technical / vocational skills to

approx. 135 beneficiaries per annum and to make them

self sufficient.

AISATS sponsored the Delhi Council for Child Welfare

(DCCW), an NGO, with all the necessary infrastructure

facilities including computers, printer, chairs and tables,

power backup, Internet, CCTV etc. AISATS will further

support DCCW to run the computer training centre for

next 3 years.

CSR Activities

AISATS HYD has supported the students of

Hyderabad’s Mandala Parishad Pradhamikonnatha

Paatasaala (Upper Primary School) in the village

Kavvaguda under Shamshabad Mandal with much

needed infrastructural aid.

AISATS volunteers achieved the objective of

providing high quality educational facilities by

contributing books, library shelves, tables and benches

for the classrooms, and sports goods for recreational

activities. The volunteers arranged for the construction

of a canteen for students’ mid-day meals. Additionally,

toilets were also built at the school to promote good

hygiene practices among the students.

AISATS supports school at HYD

In yet another initiative to help students with their educational facilities, AISATS TRV supported an orphanage in Trivandrum. The Orphanage- Ananda Nilayam provides accommodation to 35 destitute children of various ages who attend the school there. Tailoring is also taught as a vocational skill to these children to help them become self reliant. AISATS TRV made contribution in form of educational support in line with the vision of the institute. All the students were provided with school bags, note books, drawing books, crayons etc. Two sewing machines and one computer were also provided for their vocational training classes.

AISATS helps an Orphanage in TRV

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Staff Welfare

While delivering performances, employees sometimes

forget about the need of opening up and having fun.

AISATS corrects this by organizing various activities,

which help employees to live a balanced life. These

initiatives have hidden benefits of increasing team

building capabilities and increasing productivity at work.

As part of AISATS’ welfare measures to promote a happy

working culture and team building among different

teams in its operations, AISATS BLR had organized Intra

Department Carom tournament in Ramp and Cargo

Departments in Feb 2016 and Mar 2016 respectively.

Intradepartmental Carom tournaments

Winners of Cargo team

(L-R) Men’s category : Mr. Gopinath & Mr. Shylesh

(R-L) Women’s category: Ms. Khavya & Ms. Esha

Winners of Ramp team

(L-R) Mr. S K Umesh (holding the rolling trophy), Mr. Ravi Kumar & Mr. Manjunath (Winners) and Mr. P Bhaskar & Mr. Udaya Kumar ( Runners up)

AISATS organises Health Check-up camps

Healthy employees make happy employees !

Following this adage, AISATS conducted free health

check-up and eye check-ups in collaboration with Apollo

Munich for their employees at BLR, HYD, TRV and BOM

In BLR, the health camp was organized in two phases in

February and March 2016. Total of 180 and 110

employees benefited from the health check-up and eye

check-up respectively.

Similarly, in HYD, 100 and 185 employees participated in

eye-checkup and health check-up camp respectively.

35 employees in BOM and 110 employees in TRV took

advantage of the health check up organised by AISATS.

Health Check-up camp at BLR Health Check-up camp at HYD Health Check-up camp at CHQ Medical camp at TRV

Page 12 | AISATS

Compliments for Staff

Mr. Favas, Customer Service Agent, AISATS DEL

Two passengers of foreign origin MR. QING JIANG & MS. SUFANG HUANG deboarded at DEL by mistake instead of their destination BOM. They had an urgent meeting to attend in BOM and an onward connection to China. Mr. Favas helped them with an earliest alternate Vistara flight to BOM.

“I am Mrs. Huang sufang, boarded the Vistara flight from Lucknow to Mumbai and did not pay much attention to the ticket information, and my co-passenger marketing manager didn’t know English.

In New Delhi, which is the middle stop to Mumbai, as we noted the passengers are getting off the plane, we also got down thinking it to be our destination Mumbai and no body checked our tickets while getting down.

After half an hour, when we didn't find our packs on the belt, we turned to ask for help to the officers and then we realized our mistake of mis landing. I was very upset as I had another very important meeting in Mumbai that evening with a very important client and more importantly I need to fly back to China on 23:00 on the same day. Meanwhile, Mr. Favas come to me and told me not to worry about anything, but I was still feeling bad and was worried at a strange place with no friends.

Thanks to Mr. Favas, Seems he know what I need, what I had expected, and what my thought were at that moment. He made the bookings at the reservation on next Vistara flight to BOM, kept coming back to us to make us feel com-fortable. He helped us in printing our boarding passes and accompanied us to the boarding gate “.

Mr. Favas, Thanking you very much for your very kindly help on my trip, You are welcome if you come to China.

by Mrs. Susan Huang, Sales Manager, passenger of Vistara

Staff Engagement

AISATS organises staff engagement activities

AISATS understands that staff engagement activities aid in increasing staff productivity, staff performance, service delivery to customers and staff’s personal life as well. Keeping these benefits in mind, AISATS keeps on organizing such activities for staff motivation and encouragement.

AISATS BLR initiated bi-annual award program for “ Best Groomed Staff” at its cargo operations. The award is to promote good grooming standards, working habits and to motivate the staff. The award was presented to Mr. Somashekhar after following a detailed selection process.

AISATS HYD & IXE celebrate International Women’s Day every year by giving gift hampers to its female staff. This year too, the warm gesture lifted the spirits of the staff .

Mr. Grason Sabastian, Cargo Handyman TRV has secured 2nd position in 200m, 400m relay and high jump at the 36th Kerala Master State Athletics and has qualified to participate in International Masters Athletic Championship to be held in Australia and in Asia Master Athlete Meet to be held in Singapore. AISATS appreciates and supports the athletic spirit.

Mr. Somashekhar, Best Groomed employee

Women’s Day celebration at AISATS HYD

Mr. Grason Sabastian

Page 13 | AISATS

Compliments for Staff

Mr. Uma Shankar & Mr. Nirmal, Duty Managers, AISATS BLR

As part of the Adhoc Operations team, provided good care and service to the VIP passengers

“We had our guest who were travelling on the Charter Flight (Azerbaijan Airlines) on the 11th March Flight landing permit number (YA/N/0433/03/091230). We had about 73 passengers who boarded the Flight & wanted to appreciate your team in handling all the logistics in a very profes-sional approach.

Special mention to Uma Shankar & Nirmal who did a great job and also guided to reach the Plaza Premium for the lounge access for our guests, kindly pass the appreciation to the whole team who was handling the same.”

…...by Asaiah Emmanuel Felix, Asst Manager, Embassy Property

Ms. Monica, MHB team, BLR

Prompt response and good coordination by Ms. Monica helped in delivering delayed baggage to their custodians.

“My parents P.K. Ethiraj and P.E. Sethulakshmi travelled from SFO to BLR and arrived BLR on 5-Feb via flight 9W515 (PNR: BJVZFB). One piece of checked-in luggage didn't arrive in the same flight. I called up the Etihad missing baggage desk (6678 3004)and could speak to Ms. Monica. Ms. Monica gave me a patient hearing and was courteous enough to guide me with the situation. And just as she said my parents received a call from Jet airways soon, regarding the suit-case. And Jet airways offered to securely deliver it to our residence in Bangalore.”

“Special thanks to Ms. Monica for her timely assistance in this regard. Thank you again, Etihad. And you have made us a fan of you and I will

probably become a loyal customer of Etihad from this moment. .”…..Mr. Srinivas, USD, Passenger of Etihad Airways

Ms. Nagmani, MHB team, AISATS BLR

Timely response of customers queries were highly appreciated by the customer.

“In view of replacement received for my damaged baggage trolley form Emirates, I wish to thank M/s Emirates Airways for their prompt and timely action. I am fully satisfied with the service and the item also. I would like to thank your Emir-ates Executive at the customer Care service in Bengaluru Office Ms. Nagmani for her excellent support and service. I would especially like to laud Ms. Nagamani for her professionalism and superlative skills.”

…..by Mr. Parasurama Chetty Jaypa

Mr. Arun Kumar, Load Control, AISATS BLR

Good presence of mind and prompt action.

“This is to bring to your kind notice that ALPHA-3 was vacated on 29.01.2016, around 1830 hrs. for more than 3 hours as a security measure. During that time Flight Dispatch was manned by Mr.Arun Kumar and Mr. Sameer. Mr. Arun showed remarkable presence of mind and rose to the occasion. He ensured all fuel figures/ flight plan reached the concerned personnel using his own mobile etc. He coordinated with HYD to get the flight plan of AI 087 and delivered it to the operating Captain. As such none of our flights were affected only due to his prompt actions.

I would like to place on records our appreciation for Mr.Arun Kumar for his sincere & dedicated work. We hope to see such actions whenever required.” …..by Mr. Sanjeet Dube, AGM (Flt Ops)- Air India, BLR

Mr. Bobban Jose, Vice President, Cargo, and QRT (Quick Response Team) AISATS BLR

“ ‘Alone we can do so little; Together we can do so much’ – Helen Keller

Compliments of the Season!!!

This is so true in the case of EY and AISATS.. Thank you for all the effort your team and you put forth in help-ing us achieve 100t on our first freighter of 2016. It was commendable to see the person holding one of the most prominent position at AISATS rolling up his sleeve and joining the work force to ensure that EY924/01 Jan 2016 goes out in full capaci-ty. This kind of leadership action, we are sure, will have a huge positive impact on your team. We look forward to working with you on many more ventures.” ...by Mr. Roopesh B Nair, Cargo Sales Manager–Karnataka & HYD, Etihad Airways

Page 14 | AISATS

Compliments for Staff

Mr. Pawan Dhariwal, Vice President, Passenger Services, and the VIP flight handling team, DEL

French President Mr. Francois Hollande was the chief guest at this year’s Republic Day parade in New Delhi. Professional Handling of the VIP flight by the team under the direct supervision of Mr. Pawan Dhariwal was much appreciated. “I just wanted to thank you for all the great job you did for us in India during the French president's flight in February (so hereby it is done!) Very good job, such as great professional!!!!

Many thanks for your kindness as well. Please say hello for me to your team.…..By Mr. Pierre Salaun, Flight Supervisor

Mr. Suriajit, Ramp Supervisor, AISATS DEL

Swift action by Mr. Surajit helped in the timely departure of flight.

“In reference with the wheel change EK8512 dated 13th Jan 2016. I highly appreciate the help and support provided by your ramp supervisor Mr. Suriajit who immediately provided 2 loaders who helped us in getting the equipment and re-placing the wheel. Without their help it would have been very difficult to send the flight on time.”

…….By Mr. P. K. Venkateswaran, Emirates

Ms. Gannideep Kaur, Customer Service Agent, AISATS DEL

Going above and beyond the call of duty to help a passenger.

“ Your staff at IGI airport Delhi, India far exceeded their call of duty and my expectation upon cancellation of my flight due to bad weather at IAD . Ms. Gannideep Kaur and Mr. Samir Saha truly set an example of what good customer service is at a time when I had lost all hopes of receiving any service at all. They not only dealt with me politely and patiently, but also went out of their way to help me so that I would not be stranded for unforeseen amount of time. I do hope that their dedi-cation towards their work does not go unnoticed and they are rewarded in whichever may possible by the airlines.

…...by Mr. Piyush Bareria, Passenger, Etihad Airways

Mr. Chanchal Parmar, Ramp Agent Supervisor, AISATS DEL

Quick service delivery in the hour of need while maintaining quality.

“ This is to inform you that Mr. Chanchal Parmar, a Ramp Supervisor Agent has done a tremendous job in night shift on 18th Jan, 2016. As I got the call from the Eng. Department at 00:00 hrs that international departures of BRU has been Re-scheduled for 2:30 hrs. So in the supervision of Mr. Chanchal Parmar, his team expedite the cleaning of the aircraft before time along with maintaining quality and standards. Also he expedite the cleaning in AUH departure with in 9 mins where the international PTS is 20 mins. Mr. Chanchal Parmar's supervision is really appreciable and hope he will perform his work in near future just like he did today.

….by Ms. Anita Dhobhal, Jet Airways

Special Appreciation to our staff at DEL

Ms. Sheetal Arora (2nd from right), was applauded by Etihad Airways for streamlining the MHB process and for smooth handling of customer complaints. Ms. K Sharmeen, Area Manager-India, Etihad Airways and Mr. Matthew Davies, General Manager-Airports, Etihad Airways had sent their appreciation to our staff in form of a certificate which was presented to her by Mr. Rakesh Grover (1st from right), Airport Manager-Delhi, Etihad Airways.

Mr. Nikhil Paul (2nd from right), customer services agent, DEL from Emirates pool received special appreciation from Mr. Kashif Khan (2nd from left), Airport Services Manager of Emirates for helping Emirates passengers with denied boarding to another flight of Air India. Nikhil has received numerous verbal appreciations for his excellent performance.

Page 15 | AISATS

Compliments for Staff

Ms. Priyanshi Rajput, Customer Service Agent, AISATS HYD

Passenger appreciation for outstanding customer service provided by Ms Rajput.

“I would like to place on record that in such adverse situation one of your personnel Ms. Priyanshi really became my sav-iour. I would not only like to thank her for her excellent support but also like to commend her for her professionalism and superlative skills. She was extremely attentive and listened to all my concerns with a great deal of patience and took care of all my queries in a jiffy. She made all the required alternative arrangements and also advised about the flight status and

kept me informed till I boarded the flight. I really feel that such dedication towards work and customer service needs to be complimented and rewarded ”……………...by Mr Khaleel Rahim, Chairman & Managing Director, Passenger, Vistara

Jet Airways and Vistara appreciates integrity of the AISATS Aircraft Cabin Cleaning team for reporting and handing over passengers belongings. Mr. Dinesh, Mr. Dharampal, Mr. Satbir, Mr. Surender, Mr. Rahul are few names of the AIC team.

AISATS DEL team comprising of Dharamveer, Rizwan, Ajay Rana, Ajay Kumar, Anil Namoijam, Randeep Bhatia, Yogesh Khandait, Heena Sultan, Sayed Haider, Vikramt Panwar, Bharat Lakshaya Mehta, successfully handled diverted flight of Emirates due to medical emergency at a very short notice. Their efforts were well appreciated by the Emirates team.

Mr. Gattu Sai Krishna, Passenger Services, AISATS HYD

Mr. Sandeep, son of passengers travelling in Malaysian Airlines flight to SYD via KUL appreciated staff Mr Gattu Sai Krishna (882798) for providing excellent service at airport.

“This was really unbelievable that Air India airlines staff has helped other airlines without accepting anything from out-side. As we offered him some gifts but he refused to take from us. Whatever help he done is unforgettable and Unbeliev-able for our Family. We are very much satisfied with the help provided by him and very much appreciated. My Parents has told me to convey their special thanks to him.

...by Mr. Sandeep, Passenger’s son, Malaysian Airlines

Mr. Kotte Satish, Mr. Mohammad Rahman Khan, P V Deepanjali, Mr. Jagdish, Ms. Anusha, were also appreciated for excellent service deliv-ery to passengers on Air India, Emirates and Vistara flights.

Mr. Sai Padam, Mr. Mohan Rao, Customer Service Agent, AISATS HYD

Exemplary Services rendered by AISATS HYD staff was well appreciated.

“They both were very courteous helpful and at the same time kept a professional touch in their body language and service. In spite of a full load the manner in which they helped in checking in

was really touching. They have kept the Emirates Flag flying very high. ”

….by Mr Jaishankar Krishnan, Gold Member, Passenger, Emirates

Mr. Anil Kumar R and Mr. Jiju J P, AISATS TRV

Mr. Anil Kumar R and Mr. Jiju J P AISATS TRV avoided any offloading of baggage and cargo through ex-cellent coordination and management inspite of a high booking load and standby cargo shipment on MI flight 491/ 31st Dec,

“We are extremely grateful for the efforts they have put in and would like to appreciate them on behalf of SilkAir for their excellent job.”

...by Mr. KrishnaKumar, Customer Service Assistant, Silk Air

Page 16 | AISATS

Compliments for Staff

Ms. Aruna & Ms. Greeshma, MHB, AISATS TRV Valuable and kind customer service for lost and found complaint “I flew with Qatar airways on 3 December and my bag was missing upon our final destination at Trivandrum. here i would like to appreciate Ms Aruna and Ms Greeshma for their valuable service and kindness. Ms Greeshma helped to claim the missing bag and Ms aruna done the follow ups of

my luggage. A similar bag came on next day and it was not belongs to us. we received the bag on the third day and i was continuously updated about lost luggage. we are happy with the great service from Qatar airways Trivandrum station .i want to take this opportunity to thank and appreciate Ms Aruna & Ms Greeshma and recommend for them further opportunities on this field. My claim reference is trvqr15815. Thank you for the attention.”

….by Passenger, Qatar Airways

Mr. Anoop, Load Control, AISATS TRV

Right decision by the staff avoided flight delay

“CLC coordinator for EK523/16Mar was very effective in taking the right decision by suggesting to DXB CLC about offloading 11PCS(baggage) from the overloaded AKE instead of swapping. The decision was very effective and CLC DXB appreciated Mr Anoop, when we were beating time. The flight would not have fallen into delay, if not for this reason. We only had a 5 mints delay due late arrival and it’ s because of the right decision taken by the CLC staff DXB/TRV. We highly appreciate his actions and expect the team also to perform in this manner, when situa-tions arise.”

….by Ms. Sosamma George, Emirates

Issued by: Corporate Marketing, Mumbai

For any news to be published in Blue Skies, please write to ranjana.mahajan@aisats.in

Mr. Noble George, Ramp, AISATS TRV Company and duties come first . “We would like to register our wholehearted gratitude, for the excellent service rendered by Noble George during the industrial action. We observed that when whole AI SATS handy men went off, Noble was only one who preferred to stay and perform his duties. This kind of approach & attitude makes him stand out from other handymen who were on protest.

Staff having such good commitment towards the work as well as the company is definitely an asset for your organization. His dedication and responsibility can be set as role model to other members in the team. We respect such acts and request you to motivate such staff in a respecta-ble manner so that others will also be inspired. ”

….by Mr. Tejas Arte, Airport Manager, Emirates