blue skies - air india sats · blue skies “technological innovation is indeed important to...
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Page 1 | AISATS
BLUE SKIES
“Technological innovation is indeed
important to economic growth and the
enhancement of human possibilities”.
—Leon Kass, American Scientist
Highlights of the 9th Issue of Blue Skies !
Read about new customers on board with AISATS and new
routes added by our Customer Airlines. Our customers
continue to motivate us with their encouraging messages and
awards.
Also read more about AISATS’ new cargo app and AISATS
COOLPORT’s first award.
AISATS lives by its core value ‘concern for staff’ and therefore
keeps organizing various staff welfare activities.
Also know how staff at AISATS HYD came together and
volunteered for a social cause.
Issue IX September 2017
To read in forthcoming pages...
Page 2 for New Customers
Page 3 for Customer Recognition
Page 4 for New Initiatives by AISATS and
awards received
Page 6 for Customer Engagement Activities
Pages 7-8 for Staff Engagement and Welfare
Pages 9-11 for Staff Compliments
AISATS Cargo App Launched at AISATS BLR
Page 2 | AISATS
New Customer
AISATS welcomes SpiceJet at IXE
AISATS welcomed SpiceJet to its family at IXE on
19th July 2017. Earlier AISATS was providing adhoc
services to SpiceJet but now the service
partnership has been further extended to
providing comprehensive ramp handling services
to SG flights at IXE.
AISATS handles SriLankan Airlines at HYD
SriLankan Airlines expanded its network in India and has started operating flights to and from HYD. AISATS HYD is
proud to associate with SriLankan Airlines in its expansion strategy and to provide ground support to its flights.
AISATS now handles Freighter flights for Malaysia Airlines at DEL
AISATS DEL extended its partnership with Malaysia Airlines by handling its freighter flights from May, 2017 onwards.
AISATS also congratulated Malaysia Airlines (MH) on expansion of its network on DEL-KUL sector. Mr. Dhiraj
Wadhawa, Station Manager, MH appreciated the smooth handling of the airline’s first freighter.
AISATS supports new Air India flight from DEL to ARN and new Check in counter
Air India grew its global network by starting a new flight from Delhi to Stockholm from 16th August 2017. AISATS congratulated Air India for this expansion. To facilitate passengers, Air India also inaugurated new Check in counters at Terminal-3. The event was honoured by Mr. Ashwani Lohani, CMD Air India, Ms. Meenakshi Dua, ED North region, Mr. Hoa Kai Ee, SVP DEL & IXE AISATS and other Air India and AISATS dignitaries.
Page 3 | AISATS
Etihad Airways recognizes AISATS’ ‘Best Performers’ for BLR Passenger Services team
Customer Recognition
Vistara appreciates AISATS’ BLR passenger services team for error-free handling
Vistara appreciated AISATS’ passenger service team at BLR for its
commendable passenger services. Mr. Samson, Customer Service
Supervisor - Commercial of Vistara appreciated the entire team, who
under the supervision of Mr Dastagir Badsha, provided error-free
handling and performed well for various parameters (i) UG's - 17
(ii) KIOSK Check-in - 149 (over 3 flights).
Such recognition by airline partners definitely motivates the staff and
furthers their commitment for even better performances and service
deliveries.
Silk Air appreciates AISATS’ TRV staff for excellent services
Silk Air appreciated AISATS TRV staff for exemplary
services provided by Ms Tessy
John from Load Control while
handling diverted flight of Silk
Air .
Though Ms. John was on her
weekly off, she responded to the
emergency call from Duty
Manager and reported to
airport in order to handle the
load sheet function of said flight.
Etihad Airways recognised staff performance of BLR passenger services‘
team. The Airport Manager, Mr Bhaskar Mazumdar gave award to Ms
Wincy for achieving highest revenue generation (for EY) and to Mr
Abhishek for best all round performance (In EY Handling Team) for the
month of June 2017.
(R-L) Ms Roopa Mathew, Duty Supervisor, EY BLR, Mr Bhaskar Mazumdar, Airport
Manager, EY BLR, Ms Wincy, Customer Service Agent, AISATS BLR, Mr Satish Babu, AVP
Passenger Services, AISATS BLR and Mr. Abhishek, Customer Service Agent, AISATS BLR
All Nippon Airways gives ANA Quality Award 2017 to AISATS DEL
AISATS DEL has received ANA Quality Award 2017 in the
Tier 3 region category (Asia Pacific and Australia) from
All Nippon Airways.
ANA Quality Awards cover areas of Customer
Satisfaction Index, Ramp
Safety, Baggage
Mishandling and On Time
Performance.
This underscores AISATS’
commitment for
customer satisfaction and
achieving such recognition from its customers.
Page 4 | AISATS
New Initiative
AISATS BLR launches ‘AISATS Cargo’ mobile app for real time cargo tracking
AISATS has launched a mobile app ‘AISATS Cargo’ to facilitate the cargo tracking process at AISATS Air Freight
Terminal and at AISATS COOLPORT located at Kempegowda International Airport (KIA), Bengaluru.
AISATS is the first and only air cargo operator at Bengaluru
to develop this on-the-go app to provide its customers
with comprehensive cargo-tracking solutions. This user-
friendly app, picks up cargo movement data from COSYS
and provides real-time information on flight schedules, Air
Way Bill (AWB) shipment tracking and e-Delivery Order (e-
DO) status. The user can input the AWB number and
obtain the current status of a shipment such as date of
uplift/arrival, number of pieces, weight as well as approval
status of the delivery order through its e-DO feature. The
‘AISATS Cargo’ app will increase efficiency of the supply
chain by relaying relevant information of the cargo to key
stake holders.
From (L-R) Mr Ariffin Hussain, AVP- Cargo Operations, AISATS BLR, Mr M.R.Reddy – Joint Commissioner, Customs, Mr Michael Joseph, VP – GH, AISATS BLR, Mr Harshvardhan Umre – Additional Commissioner, Customs, Mr Anjani Kumar IRS - Commissioner Customs, Mr. Hoa Kai Ee - SVP—AISATS DEL & IXE, Mr Bipin Kumar Upadhyaya– Joint Commissioner, Customs, Mr Bobban Jose - VP- Cargo and PHC, AISATS BLR.
Awards and Accolades
AISATS COOLPORT receives ‘Best Cold Chain Cargo Terminal of the Year’ award
AISATS COOLPORT was awarded ‘Best Cold Chain Cargo Terminal of the Year’ at the 6th Cold Chain Strategy Summit
held in Mumbai on 21st June, 2017
AISATS COOLPORT received this award on successfully completing the evaluation process conducted by a jury of 10
members. The evaluation criteria included Business
Rationale, Innovative & Creative Solution and
Technology used and its effective implementation.
The Cold Chain Strategy Summit is a platform
where industry leaders from Pharma, Chemicals,
FMCG come together to discuss the storage and
logistics options, ways to overcome the challenges
faced by cold chain industry and to maintain the
integrity of the temperature sensitive products.
(L-R) Mr P V Sheshadri, CEO - Future Supply Chain Solutions Ltd. ,Mr. Kalpesh Kumar Singh, AVP-Commercial, AISATS, Mr. Anantha Rangasayee, Manager – Coolport Operations and Mr. Harish Bhatia, Founder & CEO, Kamikaze Media
Page 6 | AISATS
Customer Engagement
AISATS DEL thanks Customer Airlines by celebrating Contract Anniversaries
Celebrating contract
anniversaries with
customer Airlines is
AISATS’ way of saying
thanks for their
continuous partnership
and support.
AISATS DEL celebrated
work anniversaries with
Jet Airways and Air India
Express at two separate
occasions.
Special Handling
AISATS HYD handles record number of Live Animals
AISATS HYD handles Haj Flight Operations
AISATS DEL celebrates receipt of ANA Quality Award 2017
AISATS DEL along with
All Nippon Airways
team jointly cherished
receipt of ANA Quality
Aaward 2017 at DEL.
The event was attended
by ANA General
Manager- Mr. Ýasuo
Taki, Station Manager-
Mr. Ito Susumu and
ANA airport staff.
Station Manager Mr. Ito
Susumu congratulated
the AISATS staff for its
constant support and
for helping passengers
achieve a smooth ride. Anniversary celebration with
Jet Airways
Anniversary celebration with
Air India Express
On the occasion of Eid Ul-Adha, AISATS HYD handled approx. 30,000 Live Animals for 12 Freighter flights to Sharjah.
The cargo weighing average 40 tons per freighter was smoothly handled by AISATS HYD and their efforts were well
appreciated by customer airline.
In the holy month of Ramadan, AISATS HYD
handled 28 Haj flights (to and from) operated by
Saudi Airlines and helped 2100 pilgrims through
check-in and boarding formalities.
Page 7 | AISATS
Staff Welfare
AISATS organizes Staff Welfare activities
AISATS DEL organized a session for its employees on Skin Care and Hair Hygiene by
Cosmetic Dermatologist & Physician, Dr Deepali (Founder and Medical Director of
The Skin & Hair Clinic). Dr Deepali briefed about the Latest technology of skin & hair
treatments as well as tips and tricks for preventive skincare and hair care for every
age group. Dr Deepali also addressed individual queries of all participants.
On the occasion of World Anti—Tobacco day, an
awareness programme on harmful effects of tobacco was
conducted by AISATS DEL on 31st May 2017. 138
employees participated in this programme and they were
informed about immediate and long term ill effects of
tobacco, and how to reduce and quit smoking and
chewing of tobacco. They were encouraged to quit
tobacco and protect themselves and their families from
exposure to tobacco.
AISATS DEL organised a wellness talk on Anger
Management for its employees on 20th June 2017 in
association with Apollo Munich Health Insurance. The
session was executed by Dr. Seema Rekha
(Consultant, Mental Health and Behaviour) from
Paras Hospital, Gurugram, who briefed about the
anger prevention and control techniques in order to
achieve better health and reduce health associated
risks.
A three-day free Health Check Up Camp was organized
on 16th, 17th and 18th May 2017 in association with
Apollo Munich Health Insurance & Akash Health Care.
Free physical examination along with blood sugar,
blood pressure and ECG Tests were done during the
camp.
AISATS BLR appreciates its staff
Ms Rukminamma from housekeeping team handed
over a mobile found in the ladies wash room to
security, which was then returned to the rightful
owner. Mr Jayaram S from cargo team was selected
as the Best Groomed Staff for the period Jan 2017 to
June 2017, from among the 5 staff nominated for
this award. Ms Rukminamma Mr Jayaram S
Staff Engagement
Page 8 | AISATS
Staff Engagement
AISATS DEL organises Interdepartmental Quiz Competition
AISATS DEL organised an Interdepartmental Quiz Competition. Employees from various department- Passenger
services, Baggage Services, Cargo, Ramp and Corporate participated in the event. Each team was judged on its
knowledge of varied subjects like Aviation, Music and Entertainment, Current Affairs, History & Mythology, Sports
and about AISATS.
Winner - Corporate Team – C: Ms Shanu Bhat (HR), Ms.Taruna Sain (HR & Admin), Mr Pushp Raj (HR) Mr Manoj Kumar (HR) Ms Mamta Joshi (Procurement & Store)
1st Runner Up – Corporate Team – B : Mr Nitin Singh ( Safety & Security), Mr Govind Bhardwaj ( Safety & Security), Ankita Pathania ( Learning & Development), Bharat Lakshay Mehta ( Learning & Development) Ankit Yadav ( Learning & Development)
2nd Runner up – Baggage Team: Mr Kamal Kumar, Mr Subhash Kumar, Rahul Kumar, Mr Rajmal, Mr Nitesh Tiwari.
Winner - Team C
(Corporate)
1st Runner Up–Team B
(Corporate)
2nd Runner Up-
Baggage Team
Compliments for Staff
Mr. N. Rakesh and Ms. Mariyam, AISATS HYD
Customer Delight
“Dear Mr Anthony,
I am writing this email to commend the services of two of your employees Mr N. Rakesh and
Ms. Mariyam whom I frequently meet during my transit movements through Hyderabad
Airport. Needless to specify, the Hyderabad Airport is one of the busiest airports in the
country and is continuously handling passengers much beyond its original capacity.
In my capacity as Scientific Adviser to Raksha Mantri and Director General, Defence Research and Development Organisation and also as the
country's prestigious Dr APJ Abdul Kalam Missile Complex is situated at Hyderabad, I keep traveling very often by Air India from Hyderabad.
During my movements, I regularly come across AISATS officials, Air India staff, GMR guest relations among many others.
I have personally observed that AISATS and Air India officials particularly serving at Hyderabad Airport always strive to set new benchmarks
with their continued dedicated efforts and have elevated the stature of their profession and organisation. My compliments to AISATS and Air
India would be incomplete if I do not highlight exceptional services of Mr N. Rakesh and Ms. Mariyam, senior AISATS officials who handle the
Meet & Assist requests from higher officials of the Govt. of India.
Both of them are very efficient, sincere to their tasks and gracefully handle and coordinate VIP movements regularly. I have seen them handling
all the last minute changes and executing the movements of dignitaries with the support of other subordinates and I must acknowledge that
they are highly resourceful and exceptional. I found both of them versatile and able to adapt to the varied situations while coordinating with
diversified guests traveling on Air India.
I compliment their efforts and wish the AISATS team a great time ahead and I also wish to congratulate Senior Duty Managers of Air India,
Hyderabad for their dedicated efforts in ensuring hassle free facilitation and seamless movement coordination.
By Dr G. Satheesh Reddy, Director General, Missiles and Strategic Systems, Defence Research and Development Organisation
(DRDO), Ministry of Defence, Government of India
Page 9 | AISATS
Compliments for Staff
Mr. Sachin Kumar, AISATS DEL
Appreciated for concern for Passenger
“ I flew from Tokyo's Narito airport to India's DEL airport on flight NH827 on July 13th, 2017. I then had a domestic connec-
tion flight from DEL to ATQ on July 14th, 2017 with Air India.
When I arrived at the DEL airport, I didn't know that I was supposed to claim my checked baggage’s, and go through cus-
toms. I went with my carry-on item straight through the airport security to the domestic flight area. As I was passing through security, an ANA
employee came to let me know that my luggage’s are still at the baggage claim area, and since I was from the international arrival, I should re-
check my bags in from the DEL airport for domestic flights.
I am so thankful for him to go out of his way to inform me this information- I had many important items inside my checked bags, had he not
come to find me and let me know the correct procedures, I would have lost my bags together with all my important items in them. He took me
from the security check point back to inside the customs, got my checked bags, helped me rechecked them in with Air India, then helped me to
secure another boarding pass( the previous one had to be cancelled by the security check personnel since I had gone through the checking point
when the ANA employee found me). This whole process took nearly 2 hours!
I wanted to write this thank you letter to thank his kind and great service! He truly represented the high quality services ! And he made me felt
so welcomed the first time visiting in India!”
By Hanling Jia, All Nippon Airways’ Passenger
AISATS BLR Cargo team
Appreciation for On time service delivered
“We would like to take this opportunity in appreciating your teams effort in getting the cargo cleared for
9W820 in spite of the cargo arriving late to the warehouse.
The uplift on the flight was 14.5 tons approximate and we closed the shift with an uplift of 42 tons which is a
commendable effort by your team. We would like to appreciate Mr. Narayana Reddy who was optimistic to
accept the cargo to ensure the same was on-board. We thank the entire night and morning shift AISATS team, loaders and DM to ensure the
milestone was met”
By Ranjit Ravindran, Duty Manager – Cargo, Jet Airways, Bengaluru
Mr. Piyush Suri , AISATS DEL
Appreciated for providing excellent customer service.
“ I'm writing to provide feedback to Mr Suri himself, whose hard work and dedication should be recognized and all
the more rewarded.
There was a 5 hr delay from Udaipur to Delhi on 25th Aug .This led me to miss my connecting flight with SQ from Delhi
to Honk Kong via Singapore. On late arrival in Delhi , the as Udaipur-Delhi reservation was made separately from the SQ Delhi-Hong
Kong reservation, the airline was unable to provide any remedy in my case. The airline then decided to call on SQ personnel, which brought Mr
Suri to the scene. He made a commendable effort to keep me abreast of all the discussion between the airlines. If Mr Suri never showed up and
explained things with remarkable clarity, I'm uncertain how and where I would have ended up.
Mr Suri, however, made back-and-forth trips between the AI and SQ counters out of his own willingness. In hindsight he was under no obligation
to re-book me on the SQ flights the next day. Noteworthy also is that he was the only one who kept his smile and gave me a sense of assurance.
The best evidence of Mr Suri's formidable service lies, however, in the aftermath of the rebooking process. While I was heading for my
accommodation provided by the airline, only with the benefit of hindsight did I realize Mr Suri was under no obligation to escort me to what
actually proved to be a disorganized taxi station, where he usefully interfered with the lousy queue and made sure I was safe in the taxi before
he left. This was simply outstanding work”
By Liu Ching Fung Gabriel, Singapore Airlines’ Passenger
Page 10 | AISATS
Compliments for Staff
AISATS BLR Export Cargo Team
Appreciated for achieving heavy tonnage on FX flight
“We would like to take this opportunity in appreciating the great effort and support given in achieving the
heavy tonnage. We manage to load approx. 2447 Pcs / 33000 Kgs. of Truck and courier media within a span
of 0100 hrs to 0545 hrs. and approx. 2100 Pcs.
Keep up the good work and thank you once again for all the support extended.”
By Raja G Solomon, Ops Management Specialist, FedEx Bengaluru, India.
Load Control Team AISATS BLR
Appreciated for improving UCM and LUC quality to 100%
“We would like to thank the Load Control Team for improving UCM quality which enabled to increase the
station performance. Thanks to your efforts in checking and integrating the correct message in EY system
which had increased the station performance drastically. We would like to thank Raghavendra for his n efforts
to bring LUC quality to 100% . The efforts of the entire team are much appreciated. Keep up the good work !!!”
By Kiran, Cargo handling Officer – Etihad Airways Bengaluru
Mr.Vignnesh was appreciated by passenger of Vistara Airlines, Mr. Mahesh was appreciated by passenger of Malaysia Air-
lines, Mr. Prabhu was appreciated by passenger of Etihad Airways.
Mr P Sivananthan , AISATS BLR
Appreciated for his commitment to trace lost Baggage
“I would like highlight the timely help extended by Mr P Sivananthan working for 'Air India Sats' Bangalore in locating
and resending my baggage left off by on my last trip from Bangalore to Singapore.
On my trip to Singapore the person who checked me in did not generate the baggage tag which I did not notice. I did not
get this baggage in Singapore hence reported to the lost and claims in SG airport.
Luckily P. Siva happened to pick up the call and offered his help immediately. He located the bag within hours and arranged to send it through
Tiger air to Singapore the same night. The bag contained essential medicines and hence any further delay would have caused a big problem for
me. I would like once again Thank Mr P Sivananthan, one of your staff who has shown a lot of commitment and empathy which I found very
helpful. He is a rare GEM in your team. I hereby want pass on my sincere appreciations through you to him.”
By Mr Badri, Tiger Airways’ Passenger
Ms. Rashmi, Ms. Mariyam, Mr. Rakesh, AISATS HYD
Appreciated for excellent customer service during "Visit of Parliamentary Standing Committee on Railway on 22nd and 23rd August, 2017".
“I was really very much impressed with their performance and the way they have handled the Chairman, and all the Members of Parliament at the Airport while receiving them as well as during seeoff them. The they have shown the courtesy while receiving and seeing off these VVIPs/VIPs at the Airport that to being working in Government Organisation
I am very much happy write this mail to you only being I am also working in government department.”
By Bal Singh, Asst. Secretary/Protocol, South Central Railway, Secunderabad
Page 11 | AISATS
Compliments for Staff
Mr. Shaik Moulana, AISATS HYD
Appreciated for exemplary customer service.
“This is Ramesh Kurnool and I am a VP of Customer Operations from Vmware, Inc in Palo Alto, California. For the last
couple of weeks, I have been in India for my business trip and I was heading back to SFO by Lufthansa via Delhi yester-
day by AI 127. Unfortunately my itinerary document didn’t have the ticket numbers for the Lufthansa flights. As I didn’t
have internet access to my PC as well as my iphone, I wasn’t able to get my eticket numbers for my Lufthansa flights
and I was getting pretty tense as I couldn’t afford to miss my flight to Delhi. I was simply impressed by the hospitality and sincerity of one of
your employees Mr.Shaik Moulana who was at one of the Air India counters. He helped me to get not only the boarding pass for my AI flight to
Delhi but also for my Lufthansa flights to Frankfurt and SFO. Mr.Moulana had gone the extra mile to talk to his front office and was able to get
the ticket numbers through my PNR number in time. He further took an extra effort to personally help me get through security and immigration
and ensured that I was able to get on my flight to Delhi on time. Without Mr.Moulana’s help I could have easily missed my flight to Delhi. I
would like to personally thank Mr.Moulana for his professionalism and dedication to his customers. Being a Customer Operations leader I com-
pletely understand how critical is to help customers and you should be very proud of employees like Mr.Moulana who went above and beyond
his line of duty to help his customers.
He clearly made my day and I was extremely happy that I met Mr.Moulana “
By Mr. Ramesh Kurnool, Air India’s Passenger
Ms. Amala and Ms. Greeshma, AISATS TRV
Appreciated for providing assistance in delivering mishandled baggage
“I was travelling from United States to Trivandrum through Emirates airlines on 7th June . I was
rescheduled and hence had to take alternative flights and finally reached Trivandrum on June 9th. I
was then informed that my luggage had not yet reached Trivandrum International Airport. So, with
my travel already being rescheduled and then the bags being missing it was undoubtedly a very
frustrating experience. However I really want to appreciate the staff at the Missing Baggage Desk at Trivandrum International Airport.
The staff were very understanding of my situation and gave me clear instructions on what was to be done. They took note of my travel schedule
and immediately filed a missing baggage claim. They also followed up regularly in the following days and kept me well informed about the bag-
gage situation. I finally received my bags on June 11th. Thus even though it was a frustrating situation with the baggage ultimately I received
everything in good condition. So, I would like to express my appreciation and gratitude to the staff members at the desk in particular Ms. Amala
and Ms. Greeshma, both of whom very friendly and helpful.”
By Ms Kiran, Emirates’ Passenger
Mr. Vishal, AISATS HYD
Appreciated for excellent customer service
“Flew Hyderabad to JFK NewYork via Delhi. I have to admit Air India this time has exceeded my expectations. Hydera-bad to NewDelhi flight sector was delayed but, it was well intimated beforehand. I have to admit that the Hyderabad ground staff was very knowledgeable and accommodating. The Check-in process
was swift and very smooth. Even though the check-in line was huge, Staff was patient and helping out each customer with the desire needs. I meet with Outstanding crew (I think his name was Vishal) guided me and took care of my baggage was able to fill out all the necessary details required for my check-in process. They had clear understanding of the timing and also explained me the next steps and guided me to the security check-in process. After the security check, I see staff guiding passengers through different gates for all the flights. Overall, My experience was very good and flying with AIR INDIA. Kudos to Vishal (ground Staff @ Hyd), Kudos to AirIndia staff @ Hyderabad & BIG kudos to AIR INDIA” By Mr. Sai Yennisetty, Air India’s Passenger
Page 12 | AISATS
Compliments for Staff
Mr. Vinesh and Mr. Rajeev Kuttappan AISATS TRV
Appreciated for on time loading of Cargo
“This is to express my gratitude for the great efforts your team led by Ramp DM’s Mr. Vinesh and Mr.
Rajeev Kuttappan for flight QR507 dated 24 June, 2017.Their dedicated presence was assured. The DM’s
and supervisors together have proved their mettle as very hard working and talented team leaders who
have collectively helped to ensure that we meet our benchmarks in a timely manner. Kindly ex-
tend our word of thanks to each and every loader too on the ramp as I'm extremely happy to see the combined hard work contributing towards
our success for loading 665 pieces / 6433 kgs of outbound cargo on 24 June, 2017.”
By John Mathew, Airport Services Manager, Qatar Airways
Issued by: Corporate Marketing, Mumbai
For any news to be published in Blue Skies, please write to [email protected]
AISATS TRV Ramp Team
Appreciated for timely loading of Passenger Baggage
“Kindly pass our sincere thanks and appreciation to all the loaders who did a truly outstanding and marvellous job by completing the loading of
894 pieces / 6265 kgs of cargo in the stipulated time frame. The passenger baggage loads were light. Yet, the great team-work led by Mr.
Kishore and focused performance of his team has not gone unnoticed. It is truly marvellous and every person’s manual labour on the ramp for
QR507/09JUN is commendable and well recognized”
By John Mathew, Airport Services Manager. Qatar Airways