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.

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.

We are 4! Special Message

from AISATS CEO

Willy Ko

1-2

Air India SATS Airport Services Private Limited

Feedback & Enquires : marketing@aisats.in

FY14/15 – Issue 1 (April 2014)

“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.”

AISATS

BLR wins

Air Cargo

Terminal

Operator

for the 3rd

time !

5

Welcoming Air

Costa to the

AISATS Family

in HYD & BLR

3

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 hand-

in-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!

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.

CEO’S MESSAGE (cont’d) 2

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.

HAPPENINGS 3

Staff and crew of Air Costa and AISATS with

Mr Yoga Narasimhan - AISATS SVP HYD

(fourth left)

Air Costa’s Embraer E170 aircraft

BLR HANDLES SAUDIA’S

HAJJ FLIGHTS 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

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

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!

HAPPENINGS 4

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.

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 break-

down time and more importantly, we are able to

reduce the potential risk of damaging our customers’

cargoes.

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

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

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).

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.

“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

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.

AISATS BLR CARGO WINS

“AIR CARGO TERMINAL OPERATOR OF THE YEAR”

FOR THE 3rd TIME IN A ROW

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

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..

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).

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.

“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

Mr Vijay (right) at the ceremony together with Mr

Binoy & Mr Ariffin (above, from left) and Mr Koh

(below)

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.

The award serves as motivation for the rest of the team to

emulate Jameel’s diligence, self-motivation and focus for the

next award.

(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)

GIVING BACK TO THE SOCIETY – OUR CSR INITIATIVES 7

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.

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 BJP-

National Secretary, Shri. P.K Krishnadas, and

author and activist, Mr. Rahul Easwar also

attended the event to express their support for this

noble cause.

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

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

TRV SUPPORTS

“TRIVANDRUN” 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

camps and has adopted a school in a village

near the airport.

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’ in-

house Outlook

Magazine:

“…what is

commendable is her

professionalism … She

turned my day from a

gloomy one into a bright

one…”

“…so nice, personal and

impressive…” – Air India’s

customer to AISATS HYD “…like to thank your team for

the excellent support and hard

work done for the smooth

operations …” – Tigerair to

AISATS BLR

“…extremely appreciate you

and your team for sincerity

shown and hard work done

towards sending highest

cargo” - Asiana Airlines to

AISATS DEL