CORPORATE

32

AirAsia Group

“Singapore is very special to AirAsia and we consider it avirtual hub for the Group. AirAsia’s latest Indonesia-Singaporelink forms the final piece of our network jigsaw puzzle as itresembles the importance of the AirAsia network, making itthe most powerful in Asia,” said Mr Tony Fernandes, AirAsiaGroup’s Chief Executive Officer, during a news conferencein Singapore this March.

Ray Teo, Vice President Marketing and Business Developmentsays “we are extremely happy and proud to be re-associatedwith AirAsia after a break of 3 years - handling an ‘enlarged’group with very aggressive growth plans. Our staff have measuredup to the very stringent tarmac turn time, working hand in glovewith AirAsia’s check-in staff to achieve these standards”.

The low-cost carrier launched their inaugural flights betweenSingapore and Indonesian cities of Jakarta, Bandung, Yogyakartaand Bali on 24 March 2009.

Apart from Indonesia, AirAsia flies between Singapore and theMalaysian cities of Kuala Lumpur, Kuching and Kota Kinabaluas well as Bangkok and Phuket in Thailand. They bring AirAsia’stotal number of weekly flights to and from Singapore to 189.Mr Fernandes hopes to raise the number of passengers for AirAsiato 60 million by 2013 from an anticipated 24 million this year.

Changi ’Oscars’for Top Service

The Oscars represent the pinnacle of world film awards, pushing the profiles of Hollywood actors and film-makers right up to Cloud Nine.

Likewise, 25 airlines, in particular CIAS partners, Cathay Pacific Airways, Emirates, Garuda Indonesia, China Airlines, Air India Expressand Jetstar Airways, felt their profiles rocket skywards as they basked in the spotlight of the Changi Airline Awards 2009.

The star-spangled ceremony, held at Changi Airport Terminal 3’s Crowne Plaza Hotel on 26 May 2009, was graced by the Ministerfor Transport and Second Minister for Foreign Affairs, Mr Raymond Lim.

Changi Airport is presently served by 84 scheduled airlines, connecting Singapore to 193 cities in 60 countries through more than4,570 weekly scheduled flights.

More than 30 awards were presented in four categories: ‘Top 10 Airlines by Passenger Carriage’; ‘Top 10 Airlines by Cargo Carriage’;‘Top 5 Airlines by Growth in Passenger Carriage’ and ‘Top 5 Airlines by Growth in Cargo Carriage’.

CIAS Chief Executive Officer Georgie Ong said: “We congratulate so many of our partners who have come up with imposing internationalstandards. The awards recognise their rising standards to offer top-quality service, which is the hallmark at Changi Airport.”

Firefly Airlines

Firefly’s arrival is a refreshing sparkle as it is Malaysia’sfirst community airline, wholly owned by Malaysian AirlineSystem Berhad.

Making its first entrance into Singapore skies on 1 July 2009,the airline is now operating 4 daily flights between Singaporeand Subang, Kuala Lumpur. Firefly has also started flight servicesto Kuala Terengganu and Ipoh and is planning to start flightsto Kuantan and Malacca in stages.

“With Firefly as its launch customer at the Budget Terminal,CIAS has come full circle with the capability to handle anycarrier at any of Changi Airport’s 4 passenger terminals,marking a major milestone for CIAS”, says Ray Teo, CIASVice President Marketing and Business Development.

Northwest Airlines

Besides AirAsia, Northwest Airlines has also appointed CIASas their ground handler from 1 April 2009 in a re-establishmentof old ties.

CIAS was handling Northwest Airlines for 16 years until 2005when Swissport International succeeded in securing a globaldeal with the carrier’s headquarters management.

On 29 October 2008, Northwest became a wholly ownedsubsidiary of Delta Air Lines. While Northwest continues tooperate as an independent carrier as a subsidiary of DeltaAir Lines, the full integration is expected to be completedby end of 2009 or early 2010. The airline has begun therebranding process and this includes changing all airportsignage to Delta Air Lines signs at gates, lounges, offices andtickets counters, Delta service equipment and acronyms e.g.In-flight magazines, cabin products and galley equipmenthave also been introduced onboard.

On 3 June 2009, Northwest celebrated its 20 years of servicesinto Singapore, and the airline currently flies the Airbus A330swith daily flights between Singapore and Narita.

Emirates Airlines

Federal Express

Garuda Indonesia

Jetstar Airways

Malaysia Airlines

Awards Won

• Top 5 Airlines by Growth in Passenger Carriage• Top 5 Airlines by Growth in Cargo Carriage

• Top 10 Airlines by Passenger Carriage• Top 10 Airlines by Cargo Carriage

• Top 10 Airlines by Cargo Carriage

• Top 10 Airlines by Cargo Carriage

• Top 5 Airlines by Growth in Passenger Carriage

• Top 10 Airlines by Passenger Carriage

• Top 10 Airlines by Passenger Carriage

• Top 10 Airlines by Passenger Carriage

Air India Express

Cathay Pacific Airways

China Airlines

CIAS Customer Airline

Mr. Ray Teo (far right), Vice President Marketing & Business Development(CIAS), presenting a memento to Mr. Moses Devanayagam andMs. Malarvili from AirAsia.

Award winners in a commemorative photo with Guest-of-Honour, Mr. Raymond Lim.

Mr. Ray Teo (in jacket), CIAS Vice President Marketing & BusinessDevelopment, celebrating with crew of Firefly on their inaugural flightto Singapore.

All smiles as staff from Northwest Airlines and CIAS gathered for aphoto opportunity after the celebration breakfast on 1 April 2009,day of the cutover.

CORPORATE

32

AirAsia Group

“Singapore is very special to AirAsia and we consider it avirtual hub for the Group. AirAsia’s latest Indonesia-Singaporelink forms the final piece of our network jigsaw puzzle as itresembles the importance of the AirAsia network, making itthe most powerful in Asia,” said Mr Tony Fernandes, AirAsiaGroup’s Chief Executive Officer, during a news conferencein Singapore this March.

Ray Teo, Vice President Marketing and Business Developmentsays “we are extremely happy and proud to be re-associatedwith AirAsia after a break of 3 years - handling an ‘enlarged’group with very aggressive growth plans. Our staff have measuredup to the very stringent tarmac turn time, working hand in glovewith AirAsia’s check-in staff to achieve these standards”.

The low-cost carrier launched their inaugural flights betweenSingapore and Indonesian cities of Jakarta, Bandung, Yogyakartaand Bali on 24 March 2009.

Apart from Indonesia, AirAsia flies between Singapore and theMalaysian cities of Kuala Lumpur, Kuching and Kota Kinabaluas well as Bangkok and Phuket in Thailand. They bring AirAsia’stotal number of weekly flights to and from Singapore to 189.Mr Fernandes hopes to raise the number of passengers for AirAsiato 60 million by 2013 from an anticipated 24 million this year.

Changi ’Oscars’for Top Service

The Oscars represent the pinnacle of world film awards, pushing the profiles of Hollywood actors and film-makers right up to Cloud Nine.

Likewise, 25 airlines, in particular CIAS partners, Cathay Pacific Airways, Emirates, Garuda Indonesia, China Airlines, Air India Expressand Jetstar Airways, felt their profiles rocket skywards as they basked in the spotlight of the Changi Airline Awards 2009.

The star-spangled ceremony, held at Changi Airport Terminal 3’s Crowne Plaza Hotel on 26 May 2009, was graced by the Ministerfor Transport and Second Minister for Foreign Affairs, Mr Raymond Lim.

Changi Airport is presently served by 84 scheduled airlines, connecting Singapore to 193 cities in 60 countries through more than4,570 weekly scheduled flights.

More than 30 awards were presented in four categories: ‘Top 10 Airlines by Passenger Carriage’; ‘Top 10 Airlines by Cargo Carriage’;‘Top 5 Airlines by Growth in Passenger Carriage’ and ‘Top 5 Airlines by Growth in Cargo Carriage’.

CIAS Chief Executive Officer Georgie Ong said: “We congratulate so many of our partners who have come up with imposing internationalstandards. The awards recognise their rising standards to offer top-quality service, which is the hallmark at Changi Airport.”

Firefly Airlines

Firefly’s arrival is a refreshing sparkle as it is Malaysia’sfirst community airline, wholly owned by Malaysian AirlineSystem Berhad.

Making its first entrance into Singapore skies on 1 July 2009,the airline is now operating 4 daily flights between Singaporeand Subang, Kuala Lumpur. Firefly has also started flight servicesto Kuala Terengganu and Ipoh and is planning to start flightsto Kuantan and Malacca in stages.

“With Firefly as its launch customer at the Budget Terminal,CIAS has come full circle with the capability to handle anycarrier at any of Changi Airport’s 4 passenger terminals,marking a major milestone for CIAS”, says Ray Teo, CIASVice President Marketing and Business Development.

Northwest Airlines

Besides AirAsia, Northwest Airlines has also appointed CIASas their ground handler from 1 April 2009 in a re-establishmentof old ties.

CIAS was handling Northwest Airlines for 16 years until 2005when Swissport International succeeded in securing a globaldeal with the carrier’s headquarters management.

On 29 October 2008, Northwest became a wholly ownedsubsidiary of Delta Air Lines. While Northwest continues tooperate as an independent carrier as a subsidiary of DeltaAir Lines, the full integration is expected to be completedby end of 2009 or early 2010. The airline has begun therebranding process and this includes changing all airportsignage to Delta Air Lines signs at gates, lounges, offices andtickets counters, Delta service equipment and acronyms e.g.In-flight magazines, cabin products and galley equipmenthave also been introduced onboard.

On 3 June 2009, Northwest celebrated its 20 years of servicesinto Singapore, and the airline currently flies the Airbus A330swith daily flights between Singapore and Narita.

Emirates Airlines

Federal Express

Garuda Indonesia

Jetstar Airways

Malaysia Airlines

Awards Won

• Top 5 Airlines by Growth in Passenger Carriage• Top 5 Airlines by Growth in Cargo Carriage

• Top 10 Airlines by Passenger Carriage• Top 10 Airlines by Cargo Carriage

• Top 10 Airlines by Cargo Carriage

• Top 10 Airlines by Cargo Carriage

• Top 5 Airlines by Growth in Passenger Carriage

• Top 10 Airlines by Passenger Carriage

• Top 10 Airlines by Passenger Carriage

• Top 10 Airlines by Passenger Carriage

Air India Express

Cathay Pacific Airways

China Airlines

CIAS Customer Airline

Mr. Ray Teo (far right), Vice President Marketing & Business Development(CIAS), presenting a memento to Mr. Moses Devanayagam andMs. Malarvili from AirAsia.

Award winners in a commemorative photo with Guest-of-Honour, Mr. Raymond Lim.

Mr. Ray Teo (in jacket), CIAS Vice President Marketing & BusinessDevelopment, celebrating with crew of Firefly on their inaugural flightto Singapore.

All smiles as staff from Northwest Airlines and CIAS gathered for aphoto opportunity after the celebration breakfast on 1 April 2009,day of the cutover.

CLIENTS

54

CORPORATE

Flying High With Cathay Pacific

Sixteen million travellers from close to 100 countries gave thedistinct thumbs-up to Cathay Pacific.

They named the Hong Kong-based airline as Airline of the Year2009 in the World Airline Awards, run by the London-basedSkytrax research organisation. This was the third time it has takenthe honour. The airline was also named Best Airline Asia 2009.

Skytrax Chief Executive Officer Edward Plaisted said: “In aglobal study that proved to be our largest-ever passenger survey,it is truly a great achievement for Cathay Pacific to have securedthe world’s best airline title in 2009.”

“With over 16.2 million completed interviews, drawn from morethan 97 nationalities around the world, we pay credit to the factthat Cathay Pacific is clearly delivering a quality of product andservice that its customers really appreciate.”

The 2009 awards were based on the annual World AirlineSurvey run by Skytrax, which was conducted between August2008 and March 2009.

Cathay Pacific has been a consistent winner in the World AirlineAwards, taking the Airline of the Year honour in 2003 and2005 and winning plaudits for its Hong Kong lounges andinflight products.

Cathay Pacific Chief Executive Tony Tyler said: “This award isvery meaningful because it was voted for by the travelling publicand it’s a real tribute to the dedication and professionalismshown by our whole team.”

The awards were presented at the Aircraft Interiors Expo inHamburg, Germany, where Skytrax was celebrating the 10thanniversary of the World Airline Awards.

Compliments

Honesty Pays for Duo

Quick-thinking Ms. Ong Yian Yian and Ms. Normila Sainifrom Techli Hung Private Limited, our sub-contractor for AircraftInterior Cleaning, won deserving praise for their honesty.

They knew exactly what to do when they found a walletcontaining US$11,000 while attending to Qatar Airways’flight QR638 on March 24. Without a doubt, they knew itbelonged to a departing passenger on Qatar Airways andimmediately returned it to the CIAS Duty Manager.

The distraught passenger, who had almost lost hope of findinghis missing item, was overwhelmed with joy when his walletwas returned.

In appreciation of their honest deed, CIAS rewarded eachof the two staff with shopping vouchers.

Clapsfor

ClientAtiya Goes The Extra Mile

Imagine confronting a passenger with no money to go home.

CIAS Passenger Services Officer (PSO), Ms. Atiya binte Osmanwas checking-in passengers on JQ62 in early February whena distraught-looking Australian tourist, Kathrine Petersen,came to her with this request: She wanted to go to Melbourne,with no ticket and no money! She had been stranded atChangi Airport for two days. Her credit card was declinedand she had no money for expenses either.

The compassionate Atiya gave Kathrine $20 to buy a phonecard to call her Melbourne family. After several attempts ofcalling her sister, Kathrine finally managed to obtain the creditcard details.

Atiya later contacted Jetstar’s headquarters in Australia to enquireon buying a cheap ticket on-line. She brought Kathrine to anInternet kiosk and bought the ticket on-line and sought theairline’s approval to waive the check-in baggage for Kathrine.

By then, it was past midnight, and since the Melbourne flightwas the next day, Atiya offered Kathrine to rest overnight ather house. Kathrine politely declined wherein Atiya gave hersome food and brought her to Level 3 to rest for the night.

The next day, Atiya treated Kathrine to lunch with a friendbefore escorting her to board the Melbourne-bound flight.

Completely overwhelmed by this rare streak of personal hospitality, Kathrine sent a letter of appreciation to CIAS on Atiya’smagnanimous gesture.

Cheers to Atiya: She could have done it the impersonal short-cut way by referring Kathrine to the Australian Embassy to settleher problem. But she did it the classic CIAS Good Samaritan-way and was a deserving recipient of the “Outstanding Staff Award”conferred during the “Let’s SMILE Awards 2009”, which was organized by the Civil Aviation Authority of Singapore (CAAS)on 18 May 2009.

For the record, Atiya is par-excellence as she has a long distinguished track record for service excellence: She won the ExcellentService Award 2007 – EXSA STAR, Excellent Service Award 2006 – EXSA GOLD, Excellent Service Award 2005 – EXSA SILVERand the Excellent Service Award 2002 – EXSA STAR.

Ms. Atiya receiving her well-earned well-deserved Let’s SMILE awardfrom Mr. Foo Sek Min, Executive Vice President Airport Management(Changi Airport Group) on 18 May 2009.

Representative from Skytrax presenting the award to Cathay Pacific.

One for the camera - staff members of Qatar Airways and CIAS whoattended the workshop.

High Fives for Qatar Airways

Flying must be a five-star jaunt with the highest quality of servicein the air and on the ground. Every air-bound traveller must goaway with a sizzling experience to remember.

That is the new flying theme of Qatar Airways, the nationalcarrier of Qatar and one of only six airlines in the world witha “Five Star” ranking for service and excellence awarded bySkytrax, the independent aviation industry monitoring agency.

The Doha-based airline recently embarked on a “5-Star on theGround” workshop in endorsing its mission in several airportsaround the world under specialised trainers, Mr. Roman JunSoliveres and Ms. Jasmina Mandic.

CIAS had the privilege of hosting the stopover in Singaporefrom 16 to 19 February for two highly-motivating sessions.Representatives from Qatar Airways’ Singapore station andCIAS Ground Services attended the workshop, which washeld at CIAS Corporate Building.

The programme’s objective was to equip staff with:• the components of excellent, 5-Star Customer Service,• communication skills – listening skills and questioning techniques, and• “behaving assertively” to confidently resolve customer issues.

The training consisted of dynamic presentations, activities androle-plays that jolted much excitement, passion and interaction.

Qatar Airways’ Regional Manager East, Mr Muhammad HussainAlias, gave an inspiring speech after the presentations. In addition,CIAS presented the “Go MAD” slideshow, where Mr Alvin Ang,Assistant Manager for Training & Development CIAS, re-emphasisedthe need for Making A Difference (MAD) in customer service.

Indeed, the world skies will be best to fly if every airline adoptedQatar Airways’ way to deliver a “5-Star Customer Service” thatwould truly “make a difference”.

A Switch in Time Saves LongInterruption for Emirates

Quick-thinking airport staff received praise for handling twoEmirates Airline’s flights (EK404 and EK405) on 9 April.

EK404 suffered a HF radio failure on arrival and aircraftwas changed to operate with the original crew. This allowedthem to continue their planned sector-flight to Melbournewith only a three-hour interruption.

Likewise repairs to EK405 were completed swiftly for thecrew to be held back for only four hours before their returnflight to Dubai.

EK management singled out CIAS for their “excellentco-ordination and assistance rendered” and also in“getting the passengers and equipments offloaded andreloaded” with minimum inconvenience.

CLIENTS

54

CORPORATE

Flying High With Cathay Pacific

Sixteen million travellers from close to 100 countries gave thedistinct thumbs-up to Cathay Pacific.

They named the Hong Kong-based airline as Airline of the Year2009 in the World Airline Awards, run by the London-basedSkytrax research organisation. This was the third time it has takenthe honour. The airline was also named Best Airline Asia 2009.

Skytrax Chief Executive Officer Edward Plaisted said: “In aglobal study that proved to be our largest-ever passenger survey,it is truly a great achievement for Cathay Pacific to have securedthe world’s best airline title in 2009.”

“With over 16.2 million completed interviews, drawn from morethan 97 nationalities around the world, we pay credit to the factthat Cathay Pacific is clearly delivering a quality of product andservice that its customers really appreciate.”

The 2009 awards were based on the annual World AirlineSurvey run by Skytrax, which was conducted between August2008 and March 2009.

Cathay Pacific has been a consistent winner in the World AirlineAwards, taking the Airline of the Year honour in 2003 and2005 and winning plaudits for its Hong Kong lounges andinflight products.

Cathay Pacific Chief Executive Tony Tyler said: “This award isvery meaningful because it was voted for by the travelling publicand it’s a real tribute to the dedication and professionalismshown by our whole team.”

The awards were presented at the Aircraft Interiors Expo inHamburg, Germany, where Skytrax was celebrating the 10thanniversary of the World Airline Awards.

Compliments

Honesty Pays for Duo

Quick-thinking Ms. Ong Yian Yian and Ms. Normila Sainifrom Techli Hung Private Limited, our sub-contractor for AircraftInterior Cleaning, won deserving praise for their honesty.

They knew exactly what to do when they found a walletcontaining US$11,000 while attending to Qatar Airways’flight QR638 on March 24. Without a doubt, they knew itbelonged to a departing passenger on Qatar Airways andimmediately returned it to the CIAS Duty Manager.

The distraught passenger, who had almost lost hope of findinghis missing item, was overwhelmed with joy when his walletwas returned.

In appreciation of their honest deed, CIAS rewarded eachof the two staff with shopping vouchers.

Clapsfor

ClientAtiya Goes The Extra Mile

Imagine confronting a passenger with no money to go home.

CIAS Passenger Services Officer (PSO), Ms. Atiya binte Osmanwas checking-in passengers on JQ62 in early February whena distraught-looking Australian tourist, Kathrine Petersen,came to her with this request: She wanted to go to Melbourne,with no ticket and no money! She had been stranded atChangi Airport for two days. Her credit card was declinedand she had no money for expenses either.

The compassionate Atiya gave Kathrine $20 to buy a phonecard to call her Melbourne family. After several attempts ofcalling her sister, Kathrine finally managed to obtain the creditcard details.

Atiya later contacted Jetstar’s headquarters in Australia to enquireon buying a cheap ticket on-line. She brought Kathrine to anInternet kiosk and bought the ticket on-line and sought theairline’s approval to waive the check-in baggage for Kathrine.

By then, it was past midnight, and since the Melbourne flightwas the next day, Atiya offered Kathrine to rest overnight ather house. Kathrine politely declined wherein Atiya gave hersome food and brought her to Level 3 to rest for the night.

The next day, Atiya treated Kathrine to lunch with a friendbefore escorting her to board the Melbourne-bound flight.

Completely overwhelmed by this rare streak of personal hospitality, Kathrine sent a letter of appreciation to CIAS on Atiya’smagnanimous gesture.

Cheers to Atiya: She could have done it the impersonal short-cut way by referring Kathrine to the Australian Embassy to settleher problem. But she did it the classic CIAS Good Samaritan-way and was a deserving recipient of the “Outstanding Staff Award”conferred during the “Let’s SMILE Awards 2009”, which was organized by the Civil Aviation Authority of Singapore (CAAS)on 18 May 2009.

For the record, Atiya is par-excellence as she has a long distinguished track record for service excellence: She won the ExcellentService Award 2007 – EXSA STAR, Excellent Service Award 2006 – EXSA GOLD, Excellent Service Award 2005 – EXSA SILVERand the Excellent Service Award 2002 – EXSA STAR.

Ms. Atiya receiving her well-earned well-deserved Let’s SMILE awardfrom Mr. Foo Sek Min, Executive Vice President Airport Management(Changi Airport Group) on 18 May 2009.

Representative from Skytrax presenting the award to Cathay Pacific.

One for the camera - staff members of Qatar Airways and CIAS whoattended the workshop.

High Fives for Qatar Airways

Flying must be a five-star jaunt with the highest quality of servicein the air and on the ground. Every air-bound traveller must goaway with a sizzling experience to remember.

That is the new flying theme of Qatar Airways, the nationalcarrier of Qatar and one of only six airlines in the world witha “Five Star” ranking for service and excellence awarded bySkytrax, the independent aviation industry monitoring agency.

The Doha-based airline recently embarked on a “5-Star on theGround” workshop in endorsing its mission in several airportsaround the world under specialised trainers, Mr. Roman JunSoliveres and Ms. Jasmina Mandic.

CIAS had the privilege of hosting the stopover in Singaporefrom 16 to 19 February for two highly-motivating sessions.Representatives from Qatar Airways’ Singapore station andCIAS Ground Services attended the workshop, which washeld at CIAS Corporate Building.

The programme’s objective was to equip staff with:• the components of excellent, 5-Star Customer Service,• communication skills – listening skills and questioning techniques, and• “behaving assertively” to confidently resolve customer issues.

The training consisted of dynamic presentations, activities androle-plays that jolted much excitement, passion and interaction.

Qatar Airways’ Regional Manager East, Mr Muhammad HussainAlias, gave an inspiring speech after the presentations. In addition,CIAS presented the “Go MAD” slideshow, where Mr Alvin Ang,Assistant Manager for Training & Development CIAS, re-emphasisedthe need for Making A Difference (MAD) in customer service.

Indeed, the world skies will be best to fly if every airline adoptedQatar Airways’ way to deliver a “5-Star Customer Service” thatwould truly “make a difference”.

A Switch in Time Saves LongInterruption for Emirates

Quick-thinking airport staff received praise for handling twoEmirates Airline’s flights (EK404 and EK405) on 9 April.

EK404 suffered a HF radio failure on arrival and aircraftwas changed to operate with the original crew. This allowedthem to continue their planned sector-flight to Melbournewith only a three-hour interruption.

Likewise repairs to EK405 were completed swiftly for thecrew to be held back for only four hours before their returnflight to Dubai.

EK management singled out CIAS for their “excellentco-ordination and assistance rendered” and also in“getting the passengers and equipments offloaded andreloaded” with minimum inconvenience.

COMMITMENT

76

The name just sparkles: Firefly describes Malaysia s first communityairline which goes for the young at heart air-traveller who is agile,brilliant, charming and fun.

Launched in April 2007 and wholly owned by Malaysian AirlineSystem Berhad, the Carrier operates out of Penang to offer exclusiveroutes to Malacca, Kuantan, Kuala Terengganu, Kota Bharu andLangkawi and even to the Thai resorts of Phuket and Koh Samui.

“Firefly is about taking people off the roads, ferries and boats andgetting them to their destinations faster”, said Mr Eddy Leong,Firefly’s Managing Director. “We’re aligning ourselves with theIndonesia-Malaysia-Thailand Growth Triangle (IMTGT) agenda andopening more doors to Singaporeans... It completes our promotionof One Destination, Four Countries, pairing ASEAN countriestogether to co-support tourism.”

Firefly made its Singapore entrance on 1 July, doing the Singapore-Subang route, departing from SkyPark Subang Terminal (formerlyknown as Sultan Abdul Aziz International Airport).

A Strategic Planning Workshop was held for key management staff of CIAS on 25 and 26 May2009, at the Changi Village Hotel, to chart the company’s future growth plans and to identify keyareas of service improvement. Over one and a half days, the CIAS Management Team was broughtthrough a series of activities and ‘brain-storming’ sessions facilitated by Aadvantage Consultingin identifying the strategic thrusts and success outcomes for the company going forward.

The Company’s Mission and Vision statements were re-visited in the workshop, and expectationsof departments in both operations and support functions were re-aligned accordingly. The workshopalso presented everyone with the opportunity to identify each person’s work behavioural profile,thus allowing us the opportunity to strengthen our communication and commitment to each other.

Aadvantage Consultants, Mr. Vincent Ho and Ms. Dinah Leong, had this to say about the overallexperience: “The participants were forthcoming and practical about the way forward. There is anew realisation on what the corporate strategy demands and what CIAS can do to continue toengage its stakeholders (customers, partners and employees).”

On this journey to organisational excellence, it is good to remind ourselves the words of Zig Ziglar:

The world’s oldest airline has reacted quickly to the growingmarket in the Asia-Pacific region by using Changi Airport asthe platform to head further to the high skies.

With effect from 3 June, KLM Royal Dutch Airlines hasincreased its capacity on the Singapore-Amsterdam route bydeploying the higher capacity Boeing 777-300ER on two ofits daily flights.

The aircraft seats 425 passengers (35 in World BusinessClass and 390 in Economy class) compared to 327 passengerson the B777-200, which would continue to operate on theremaining five weekly flights.

“The introduction of the higher capacity and more fuel-efficientB777-300ER represents a major investment in our future andthe environment while continuing to deliver the level of comfortand service that our discerning customers have come to expectof us,” said Mr Anthony Lim, Air France-KLM Country Managerfor Singapore.

Flying the high skies with the best of air-luxury continues tobe the trademark of Thomson Airways.

On 17 March 2009, CIAS once again had the privilege toservice a Thomson Airways chartered flight carrying cruisepassenger joining the luxury cruise ship the ‘Balmoral’.

“Thomson Airways offers special chartered flights for its richand famous clients, who expect nothing short of ultimateluxurious service on the long-haul destinations.”

CIAS is proud to meet Thomson Airways’ standards for thepleasure-seeking high-flyers, confident that at Changi Airport,the plushy travellers will get on to more laps of luxury.

Dutch Treat Only the Bestfor Thomson

CLIENTS

Soaring High With Firefly

No MondayBlues at

CIAS Workshop

You don’t have to be great to start,but you have to start to be great.“ “

“The carrier promises to honour its objective to keep fares as low as possible for the man-in-the-street to fly”, said Mr Leong.

Firefly intends to buy 20 more planes over the next five years in order to increase its route-capacity in the ASEAN region.

Only the best for its rich and famous clients.

The higher capacity and more fuel-efficient B777-300ER willensure a smooth flight ahead.

Welcome and Congratulations - Firefly on its first flight into Singaporeon 1 July 2009.

The CIAS Management Team all charged up and ready to go after the series of activities and brain-storming sessions.

COMMITMENT

76

The name just sparkles: Firefly describes Malaysia s first communityairline which goes for the young at heart air-traveller who is agile,brilliant, charming and fun.

Launched in April 2007 and wholly owned by Malaysian AirlineSystem Berhad, the Carrier operates out of Penang to offer exclusiveroutes to Malacca, Kuantan, Kuala Terengganu, Kota Bharu andLangkawi and even to the Thai resorts of Phuket and Koh Samui.

“Firefly is about taking people off the roads, ferries and boats andgetting them to their destinations faster”, said Mr Eddy Leong,Firefly’s Managing Director. “We’re aligning ourselves with theIndonesia-Malaysia-Thailand Growth Triangle (IMTGT) agenda andopening more doors to Singaporeans... It completes our promotionof One Destination, Four Countries, pairing ASEAN countriestogether to co-support tourism.”

Firefly made its Singapore entrance on 1 July, doing the Singapore-Subang route, departing from SkyPark Subang Terminal (formerlyknown as Sultan Abdul Aziz International Airport).

A Strategic Planning Workshop was held for key management staff of CIAS on 25 and 26 May2009, at the Changi Village Hotel, to chart the company’s future growth plans and to identify keyareas of service improvement. Over one and a half days, the CIAS Management Team was broughtthrough a series of activities and ‘brain-storming’ sessions facilitated by Aadvantage Consultingin identifying the strategic thrusts and success outcomes for the company going forward.

The Company’s Mission and Vision statements were re-visited in the workshop, and expectationsof departments in both operations and support functions were re-aligned accordingly. The workshopalso presented everyone with the opportunity to identify each person’s work behavioural profile,thus allowing us the opportunity to strengthen our communication and commitment to each other.

Aadvantage Consultants, Mr. Vincent Ho and Ms. Dinah Leong, had this to say about the overallexperience: “The participants were forthcoming and practical about the way forward. There is anew realisation on what the corporate strategy demands and what CIAS can do to continue toengage its stakeholders (customers, partners and employees).”

On this journey to organisational excellence, it is good to remind ourselves the words of Zig Ziglar:

The world’s oldest airline has reacted quickly to the growingmarket in the Asia-Pacific region by using Changi Airport asthe platform to head further to the high skies.

With effect from 3 June, KLM Royal Dutch Airlines hasincreased its capacity on the Singapore-Amsterdam route bydeploying the higher capacity Boeing 777-300ER on two ofits daily flights.

The aircraft seats 425 passengers (35 in World BusinessClass and 390 in Economy class) compared to 327 passengerson the B777-200, which would continue to operate on theremaining five weekly flights.

“The introduction of the higher capacity and more fuel-efficientB777-300ER represents a major investment in our future andthe environment while continuing to deliver the level of comfortand service that our discerning customers have come to expectof us,” said Mr Anthony Lim, Air France-KLM Country Managerfor Singapore.

Flying the high skies with the best of air-luxury continues tobe the trademark of Thomson Airways.

On 17 March 2009, CIAS once again had the privilege toservice a Thomson Airways chartered flight carrying cruisepassenger joining the luxury cruise ship the ‘Balmoral’.

“Thomson Airways offers special chartered flights for its richand famous clients, who expect nothing short of ultimateluxurious service on the long-haul destinations.”

CIAS is proud to meet Thomson Airways’ standards for thepleasure-seeking high-flyers, confident that at Changi Airport,the plushy travellers will get on to more laps of luxury.

Dutch Treat Only the Bestfor Thomson

CLIENTS

Soaring High With Firefly

No MondayBlues at

CIAS Workshop

You don’t have to be great to start,but you have to start to be great.“ “

“The carrier promises to honour its objective to keep fares as low as possible for the man-in-the-street to fly”, said Mr Leong.

Firefly intends to buy 20 more planes over the next five years in order to increase its route-capacity in the ASEAN region.

Only the best for its rich and famous clients.

The higher capacity and more fuel-efficient B777-300ER willensure a smooth flight ahead.

Welcome and Congratulations - Firefly on its first flight into Singaporeon 1 July 2009.

The CIAS Management Team all charged up and ready to go after the series of activities and brain-storming sessions.

CHECKING-IN @ CIAS

A publication byChangi International Airport Services Pte Ltd

covering news and events in CIAS

MICA (P) 169/10/2007

Published by: Changi International Airport Services Pte Ltd, 50 Airport Boulevard, Singapore 819658 Tel: (65) 6511 0288 Fax: (65) 6542 6604 Email: marketing@cias.com.sg www.cias.com.sg

JUNE 2009GROUND

SCENE

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It was an eye-opener of sorts when three senior CIAS cateringoperations staff recently attended the A380 training in Dubai.

Mr. Mok Kok Heng (Manager, Catering Operations) tookpart in Emirates Airbus A380 Catering Conference from5 to 7 November 2008, while Senior Supervisors (Despatch)Mr. Simon Cheng and Mr. Lim Soon Heng went for theone-week A380 training attachment to Emirates Flight Cateringfrom 10 to 17 January 2009.

They were treated to the latest state-of-the-art ways of cateringto suit future air passengers, who demand elite service.

“Very impressive sessions as the A380 offers unprecedentedluxury and privacy,” said Mr Mok. “Emirates were very keento share their experiences and we found it very beneficial.”

Specific sectors covered included the loading and handlingof A380 truck-to-plane procedures and exclusive in-flightsettings in the food and beverage areas.

With this experience under their belt, CIAS’ staff are nowdefinitely better prepared to meet the demanding requirementswhen the Emirates Airbus A380 begins to fly to Changi Airport.

Catering to High-Flying Emirates

CIAS exceeded expectations in getting the Malaysia Airlines’Halal Certificate award with a perfect score.

The three-day initiation from 6 to 8 May at CIAS FlightCatering (CFC) premises provided refresher training for thenew participants on the awareness course on Halal Conceptin Totality Training and Accreditation (HACIT). It covered theentire area from handling of food processing, critical controlpoints as per IATA and MAS protocols, and Malaysian strictHalal Standards MS1500 (inclusive of Halal, Hygiene,Security, Safety, Punctuality, Adherence) to specificationand carrier marking the Caterer Audits.

From the audit and observations by Mr. Haji Abdul RafekMohd Saleh over the three days, the CT Division scored“100 per cent, full marks”.

He further remarked: “CIAS Catering not only met therequirements but exceeded the expectations of the auditin many areas.”

FlyingColours inHalal Test

The Certificate of Halal Compliance that was presented toCIAS after the initiation.

From left: Mr. Haji Abdul Rafek Mohd Saleh (Manager Auditand Compliance, Malaysia Airlines); Mr. Jon HollandsRaymond (Executive Chef, CIAS); Mr. David Bian (VicePresident, Catering Services, CIAS) and Mr ZainuddinRahmat (Operations Executive, Customer Services, CIAS).

Staff out in full force to show the way to cater to passengers whodemand elite service.

COMMITMENT1. No Monday Blues at

CIAS Workshop

CheersThree

Hello To AirAsia,Northwest Airlines &Firefly Airlines

CIAS warmly welcomes AirAsia,Northwest Airlines and FireflyAirlines as our new airline partners.

On 1 April 2009, CIAS startedhandling operations for both AirAsiaand Northwest Airlines. The entireAirAsia Group, operating outof Singapore, includes AirAsiaMalaysia, AirAsia Thailand andAirAsia Indonesia.

Besides AirAsia and NorthwestAirlines, CIAS also takes pridein welcoming a new player inSingapore’s aviation industry, FireflyAirlines on 1 July 2009. The airlineoperates the ATR72, and startedwith three daily flights on theSingapore-Subang route.

Cheree

a

CHECKING-IN @ CIAS1. Catering to High-Flying

Emirates2. Flying Colours in Halal Test

CLIENTS1. Claps for Clients

• Flying High WithCathay Pacific

• High Fives forQatar Airways

2. Dutch Treat3. Only The Best for Thomson4. Soaring High With Firefly

CORPORATE1. Three Cheers (Hello To

AirAsia, Northwest Airlines & Firefly Airlines)

2. Changi ”Oscars” forTop Service

3. Compliments• Aitya Goes The Extra Mile• Honestly Pays for Duo• A Switch in Time Saves

Interruption for Emirates