We are 4! - Air India SATS

We are
4!
Special Message
from AISATS CEO
Willy Ko
1-2
AISATS
BLR wins
Air Cargo
Terminal
Operator
for the 3rd
time !
Welcoming Air
Costa to the
AISATS Family
in HYD & BLR
3
5
FY14/15 – Issue 1 (April 2014)
Message from AISATS CEO Willy Ko
Redefining Airport Services Experience
On 20th April 2014, Air India SATS Airport Services Pvt. Ltd.
(AISATS) will celebrate its 4th anniversary from incorporation.
I feel very privileged to be writing this message as your Chief
Executive Officer and would like to take this opportunity to
thank everyone. We could not have come this far without the
loyal support and hard work of each member of the AISATS
team.
Over the years, we have spared no efforts towards building
our brand, which has now become synonymous with
providing world class airport ground and cargo handling
services, giving value to our stakeholders. Today, AISATS is
present at 5 locations in India – Indira Gandhi International
Airport in Delhi (DEL), Kempegowda International Airport in
Bengaluru (BLR), Rajiv Gandhi International Airport in
Hyderabad (HYD), Trivandrum International Airport in
Thiruvananthapuram (TRV), and Mangalore International
Airport (IXE). It is heartening to note that we continue to
receive encouragement from our customers to further
expand our presence to other parts of India and to redefine
airport services experience at these new locations
New Customers - In October 2013, we welcomed a new
member to our AISATS customer family - Air Costa. Based
in Vijayawada, Andhra Pradesh, Air Costa is the first regional
airline of South India. With their announcement in February
2014 of firm orders for 50 Embraer jets, we can expect to see
significant growth in their operations in the coming years.
Besides Air Costa, we are also pleased to have renewed the
contracts with many of our existing customers in the past
year, including Emirates, Etihad Airways, FedEx, Air
Mauritius, Asiana Airlines, and Tigerair etc. These renewals
are testament to our commitment to our valued customers.
Air India SATS Airport Services Private Limited
Feedback & Enquires : marketing@aisats.in
“Each of us need to live
out our core values. We
need to look out for one
another and encourage
one another so that
people can see our core
values, who we are,
through our attitudes,
our speech, our
behaviours and our
actions.”
Investments & Innovations - Since the start of its
operations, AISATS has been committed to
continuously enhance our operations and have
invested substantially in Ground Support
Equipment (GSE) across all business units. In the
last one year alone, we have invested more than
INR 430 million in GSE, which is vital to support
an aircrafts’ operations on the ground and to
achieve safe and expedient turnarounds to
consistently deliver On-Time-Departures (OTPs)
for our airline partners.
In addition, we have also sought to adopt
revolutionary innovations in our award winning air
cargo terminal in Bengaluru. We were the first to
introduce Automated Storage and Retrieval
Systems (ASRS) and Very Narrow Aisle (VNA)
equipment in our operations and this year, we
pioneered the use of the Carton Clamp. The
carton clamp is an innovative equipment that
allows for more efficient management of loose
cargo, especially carton boxes.
CEO’S MESSAGE (cont’d)
Learning & Development - On the Learning & Development
front, we have revamped our Basic Ground Handling,
Basic Ramp Handling and Basic Baggage Handling
Modules and incorporated videos of the operational areas
to enable our new trainees to learn better and therefore, to
function more effectively when they are deployed. In the
coming year, we will also be introducing more new courses
to enhance the development of our staff, including
Business English and Report writing, Email Etiquette,
Leadership Workshop, Management Workshop etc.
We will continue with our push to create a learning
environment so that each individual staff is able to develop,
expand their capacity & capabilities and to perform to their
potential. As our company is still young, opportunities are
aplenty for staff who wants to learn, grow and improve their
capabilities.
Accolades & Recognition - AISATS’ commitment to global
best practices and operational excellence has been
recognized on many occasions and we continue to receive
accolades and recognition from both the industry and our
customers. Below are some extracts:
AISATS BLR - For the 3rd consecutive year, the Indian
Chambers of Commerce (ICC) honored AISATS Bengaluru
with the ‘Air Cargo Terminal Operator of The Year’ award
on 18 February 2014.
AISATS TRV – Emirates recognised the good performance
of AISATS TRV with six awards in six months including
Best Baggage Performance Systemwide (Aug/Sep/Dec
2013, Jan 2014), Emirates Skywards Membership Drive
Global Winner 2013, and Best Turn Performance (Jan
2014)
AISATS DEL – In the recent All Nippon Airways’ Global
Customer Satisfaction Survey (Check-In & Boarding Gate),
AISATS DEL came in 1st (overall) for 4th Quarter 2013 and
1st (passengers who rated “Very Good” and in Asia
outside Japan) for the whole of 2013.
AISATS HYD - Excelling in one of our core values, Safety
& Security, AISATS HYD won “Best Agency with Highest
Contribution to Safety” award from (GHIAL) GMR
Hyderabad International Airport Ltd (GHIAL).
Giving Back to the Community - As a socially responsible
company, AISATS firmly believes in giving back to the
community and has ardently supported various social
causes at the locations where we are present. During the
past year, we have visited the Aramghar Old Age Home in
Hyderabad and Sarvodaya Service Society in Bengaluru.
Besides easing the financial burden of these old age
homes through the contribution of useful daily items, more
importantly, these visits allow our staff to spend some time
with the less fortunate.
Besides such visits, we also partnered with the Regional
Cancer Centre (RCC) in Thiruvananthapuram to establish
a ‘Blood Donation Forum’ that would enable them to create
a platform to address future requirements for donors.
2
With the support of this new forum the RCC would
be able to match its requirements for donors with
the AISATS TRV’s donor list, thereby creating a
more efficient system that will shorten the time
required to find donors.
Looking Ahead - Over the years, we have worked
towards consolidating our position as a premier
airport services company in India by increasing our
clientele, thereby growing business. In the coming
year, we can expect our operating environment to
be even more competitive. During these times, it is
natural that airlines and consumers become more
cost conscious and selective in the way they spend
their dollars. AISATS understands this and works
very closely with its airline partners to jointly
overcome the challenges.
AISATS offers
competitive, value for money services and does not
cut corners, especially on safety and security
matters. Neither will it compromise on its service
quality. More than that, AISATS always work handin-hand with its airline partners to create value and
gear up when the growth opportunities return.
For us in the AISATS family, it is important to note
that regardless of our operating circumstances,
some things will never change, namely our
commitment to our Company Vision and to living our
Core Values – Safety & Security, Pursuit of
Excellence, Customer First, Concern for Staff,
Integrity and Teamwork. Here are some thoughts
which I hope you will keep in mind as you go about
your daily work:
Always be Safe & Secure– As we go through our
daily duties, we must not forget the importance of
safe & secure operations.
Any processes or
equipment that might affect safety and security must
be highlighted and rectified immediately.
Transform our Operations – Besides minimizing
waste, always be on the lookout on ways to improve
our operations to improve service & productivity,
whether it is by harnessing technology, or through
re-designing the service process.
Instil a Service Culture – Always put yourself in
your customer’s shoes, anticipate the customer’s
needs in advance to go beyond what is expected.
Each of us need to live out our core values. We
need to look out for one another and encourage one
another so that people can see our core values,
who we are, through our attitudes, our speech, our
behaviours and our actions.
Once again, I would like to take this opportunity to
thank everyone for your hard work, contribution and
great teamwork. In the coming year, I wish you and
your families good health, peace, happiness and
success!
HAPPENINGS
3
WELCOMING AIR COSTA
TO HYD & BLR
Bengaluru(BLR) & Hyderabad(HYD) - AISATS BLR
& HYD welcomed its newest customer, Air Costa, to
their customer family.
Celebrations were held in BLR & HYD as AISATS
welcomed Air Costa, a domestic carrier based in
Vijayawada, on 15 October 2013 and 10 December
2013, respectively.
Air Costa’s Embraer E170 aircraft
DEL SHOWS ITS METTLE
HANDLING A380
MEDICAL DIVERSION
Delhi(DEL) – AISATS DEL successfully
handled another adhoc diversion on 23
December 2013.
“…truly
a service partner we can be
dependent upon, and Pawan showing
leadership by example.” – SIA Station
Manager, Mr Neil Tan
Staff and crew of Air Costa and AISATS with
Mr Yoga Narasimhan - AISATS SVP HYD
(fourth left)
BLR HANDLES SAUDIA’S
HAJJ FLIGHTS
The AISATS DEL team in action
On 23 December 2013, Singapore Airlines
SQ321 London-Singapore had to be diverted
to DEL due to an onboard medical emergency.
The ever-ready AISATS DEL team, led by
AISATS DEL VP Passenger Services, Mr
Pawan
Dhariwal,
swung
into
action
immediately.
The quick response of the SQ team, with the
collecting team effort and unwavering support
by AISATS DEL, managed to handle the
diverted flight successfully and most
importantly, the affected passenger received
the required medical assistance in a timely
basis and has since returned home and is
recovering. Well done AISATS DEL!
Bengaluru(BLR) – AISATS BLR was honoured to
be handling Saudia’s HAJJ flights to BLR for the
6th consecutive year.
Between September to November 2013, AISATS BLR
successfully handled a total of 24 x B747 Hajj flights at
the specially created Hajj Terminal at Kempegowda
International Airport .
The AISATS Team at the Hajj Terminal with Saudia Staff
HAPPENINGS
AISATS INTRODUCES
INNOVATIVE CARTON CLAMP
IN ITS BLR CARGO
OPERATIONS
Bengaluru(BLR) – Following the introduction of
the Automated Storage and Retrieval System
(ASRS) and Very Narrow Aisle (VNA) equipment at
Bangalore, AISATS has now introduced the
Carton Clamp.
The carton clamp is an innovative equipment that
allows for more efficient handling of loose cargo,
especially carton boxes. While the carton clamp device is
commonly used in other industries, it is the first time such
equipment is being used in an air cargo terminal in India.
On an average, 35% of the export cargo handled by
AISATS BLR are loose or non-skidded pieces of cargo.
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AISATS FOCUSES ON
SAFETY AT TRV
Thiruvananthapuram(TRV) – AISATS TRV
became the 1st Ground Handling Agent
(GHA) to hold a Safety Campaign at TRV
International Airport.
On 12 February 2014, AISATS TRV held its
inaugural
Safety
Campaign
at
Thiruvananthapuram
International
Airport,
Being the 1st such campaign by a GHA at the
airport, there were strong support from all
stakeholders including AAI (Airports Authority of
India), CISF (Central Industrial Security Force),
Customs, Immigration, our Airline Customers.
Even our competitor joined in the campaign.
Full attention at the safety briefings
The Carton Clamp in action
With the introduction of the carton clamp, AISATS
cargo terminal at Bangalore achieved productivity
improvements, reduction in cargo build-up and breakdown time and more importantly, we are able to
reduce the potential risk of damaging our customers’
cargoes.
Over a span of 4 days from 12-15 February
2014, safety briefings and classes were
conducted at the various operational areas to
create greater awareness and commitment to
the cause.
HONOURING OUR EMPLOYEES
Bengaluru (BLR) & Hyderabad (HYD) – AISATS BLR &
HYD reached its 5-year milestone in 2013.
To honour our long-service staff who has been with AISATS
for 5-years since start of operations in 2008, ceremonies were
held in HYD and BLR to commemorate this milestone.
In BLR, an award ceremony was held on 06 November 2013
with AISATS CEO Mr Willy Ko gracing the event.
AISATS employees and management
at the award ceremony in BLR
HAPPENINGS
5
AISATS BLR CARGO WINS
“AIR CARGO TERMINAL OPERATOR OF THE YEAR”
FOR THE 3rd TIME IN A ROW
Bengaluru(BLR) – The Indian Chambers
of Commerce (ICC) honored AISATS at
the Indian Supply Chain Logistics
Summit & Excellence Award 2014 on 18
February 2014.
The award recognises AISATS for its
world-class Air Cargo Terminal at
Kempegowda
International
Airport.
Receiving this award for the third time in a
row reinforces the continuous innovation
and reliable services AISATS’ is providing
its customers.
Mr Pratik Mehta - AISATS AVP Projects & Service
Excellence BLR & Mr Mahenthiran P - SVP BLR &
IXE receiving the award from Shri Dinesh Rai Chairman, Warehousing Development and
Regulatory Authority and Shri Oscar Fernandes Honorable Minister, Ministry of Road Transport &
Highways, Government of India.
“It
is indeed a great honour to
receive this prestigious award for
three consecutive years. This award
is an important vote of confidence
for us and further motivates us to
continue to innovate and expand our
services.” - AISATS CEO, Mr. Willy Ko
CELEBRATIONS IN TRV ANNUAL CUSTOMER
EVENT
Thiruvananthapuram(TRV) – AISATS TRV held
its annual “Blue Skies” Party on 13 January
2014 at Taj Vivantra hotel.
It was a night of celebrations with the event being
graced by the presence of many dignitaries. With
great food, free-flow of drinks and luck draw prizes
sponsored by our customers & supporters.
Everyone took the opportunity to let down their
hair and partied through the night with
entertainment from our very talented staff and
customers.
On the same night AISATS TRV also inaugurated
the launch of its Blood Donation Forum (see page
7).
Shri Pannyan Raveendran- State Secretary
Communist Party of India (third left) lighting the
lamp with (from left) Mr Binoy Jacob – VP AISATS
TRV, Mr Rahul Easwar- author and activist, Mr
Willy Ko – CEO, AISATS, Mr Kelvin Seow – Head IT
Services, Service Standards - AISATS TRV , Shri
P.K Krishnadas – BJP, National Secretary
ACCOLADES
6
BLR CELEBRATES 3.5
YEARS SUPPORTING
AIRASIA
Bengaluru(BLR) – In October 2013,
AISATS BLR held a simple ceremony to
celebrate 3.5 years of supporting AirAsia
in BLR.
SQ SERVICE CHAMPION OF
THE QUARTER RECOGNISED
Delhi(DEL) – AISATS DEL staff Mr Mohd Jameel from
the SQ-handling team impressed the SQ DEL
management with his hard work and professionalism
and was rewarded with the “Service Champion of the
Quarter” for the second quarter by SQ DEL
management.
“We
would like to thank AISATS for
the overwhelming support in these
3.5 years and we truly appreciate the
invaluable support, camaraderie and
transparency at all times.” - Mr Satish
Babu, Station Head for AirAsia Bangalore
(From right) Mr
Mahenthiran P SVP AISATS BLR
& IXE, receiving
the appreciation
certificate from
Mr Satish
(From left) Jameel receiving his award from Mr Mike
Chew – AISATS SVP DEL in the presence of (from right)
Mr Neil Tan – SIA Station Manager DEL and Mr Godfrey
Jalleh – SIA Station Manager DEL (outgoing)
The award serves as motivation for the rest of the team to
emulate Jameel’s diligence, self-motivation and focus for the
next award.
AISATS RECOGNISED WITH
EMIRATES’ AWARDS IN TRV
Thiruvananthapuram(TRV) –TRV was announced as the
Emirates Skywards Membership Drive Global
Winner
&
Best Baggage
Performance
Systemwide for August, September , December 2013..
Mr Vijay (right) at the ceremony together with Mr
Binoy & Mr Ariffin (above, from left) and Mr Koh
(below)
This award was shared with AISATS TRV to recognise its
contribution in enrolling the highest number of Skywards
members per flight among participating airports for the period
01 June to 31 August 2013 and lowest incidence of
mishandled baggage for August, September & December
2013.
In recognition of the achievement, a ceremony was held
with Mr Vijay Bhushan, Emirates’ Airport Services Manager
for TRV gracing the event together with staff from Emirates
and AISATS including Mr Binoy Jacob – AISATS VP TRV, Mr
Koh Choon Liang AISATS VP TRV (outgoing), & Mr Ariffin
Hussein - AISATS AVP TRV (outgoing).
GIVING BACK TO THE SOCIETY – OUR CSR INITIATIVES
TRV LAUNCHES BLOOD
DONATION FORUM
Thiruvananthapuram(TRV) – AISATS TRV
announced the inauguration of its Blood
Donation Forum on 13 January 2013.
As part of its Annul Day celebrations, AISATS
TRV partnered with the Regional Cancer Centre
(RCC) to establish a ‘Blood Donation Forum’ that
would enable them to create a platform to address
future requirements for blood donors. AISATS’
community support initiative witnessed enthusiastic
participation from its employees.
HYD VISITS ARAMGHAR
OLD AGE HOME
Hyderabad(HYD) – AISAT HYD visited the
Aramghar Old Age Home on 14 November
2013.
With the donation received from all the
employees at AISATS HYD, medicines, blankets,
ceiling fans etc. were purchased and donated to
the elderly of the home.
The team from AISATS HYD
Shri Shashi Tharoor- Hon'ble Minister of State for Human
Resource Development (second left) together with (from
left) Mr Binoy Jacob – AISATS VP TRV, Mr Willy Ko –
AISATS CEO, Mr Kelvin Seow – Head IT Services, Service
Standards and AISATS-TRV
The event was graced by the Chief Guest, Shri
Shashi Tharoor, Hon'ble Minister of State for
Human Resource Development, who extended his
support to the initiative undertaken by AISATS.
Shri Pannyan Raveendran, State Secretary
Communist Party of India, inaugurated the event
and other esteemed guests such as the BJPNational Secretary, Shri. P.K Krishnadas, and
author and activist, Mr. Rahul Easwar also
attended the event to express their support for this
noble cause.
TRV SUPPORTS
“TRIVANDRUN”
BLR GIVES BACK TO SOCIETY
Bengaluru(BLR) – On 24 December 2013, 32
volunteers from the AISATS BLR visited the
Sarvodaya Service Society, an old age home at
Vijiapura, near BLR airport.
Besides contributing
daily necessities, the
AISATS team also
spent some time with
the elderly at the
home.
AISATS BLR has
also been organizing
blood donation
camps and has adopted a school in a village
near the airport.
Thiruvananthapuram(TRV)
–
AISATS
TRV
supported
TrivandRun
2014
through
volunteering on 11 January 2014.
“TrivandRun ” is an annual marathon event
conducted by SARSAS (Save a Rupee, Spread a
Smile) , in association with the Regional Cancer
Centre (RCC) to create awareness and raise funds
for social issues around us.
AISATS staff volunteering at the water points
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BOUQUETS
8
THANK YOU FOR THE RECOGNITION !
“I would like to thank you and
your team … for their sincere
efforts for making this flight
experience so seamless and
smooth … a set of even
motivated service providing
professionals” – Air One
Aviation to AISATS HYD
“…outstanding customer
service that your staff at
Mishandled Baggage
Division provided this winter
season … a great team that
makes Customers feel
respected and valued” –
Etihad Airways to AISATS
BLR
CSA Ms Suman
Goswami of AISATS
DEL as featured in
Singapore Airlines’ inhouse Outlook
Magazine:
“…what is
commendable is her
professionalism … She
turned my day from a
gloomy one into a bright
one…”
“…so
“…extremely appreciate you
and your team for sincerity
shown and hard work done
towards sending highest
cargo” - Asiana Airlines to
AISATS DEL
“…like to thank your team for
the excellent support and hard
work done for the smooth
operations …” – Tigerair to
AISATS BLR
nice, personal and
impressive…” – Air India’s
customer to AISATS HYD