JULY 2014
A publication by dnata
Singapore Pte Ltd covering
in-house news and events
GROUND SCENE
02
04
All for one (Safety),
and one for all
a tale of two
station managers
06
11
double win
for dnata
school’s
out!
FEATURE
GROUND SCENE 2
“The World Safety Day is just one of our
many ways to highlight the importance
of safety in our day-to-day operations,
and how crucial it is to dnata’s success.”
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7
5
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1
Anchored by dnata’s global One Safety initiative, dnata Singapore takes a
360-approach on safety that goes beyond mundane classroom training to
a four-day World Safety Day carnival.
At dnata, we believe that safety is a way of life, and that safety at work begins at
a personal level. More than just a corporate programme or a set of well-strung
policies, these beliefs permeate down to everyone at every level.
A Celebratory Ode to Safety
To engage employees and reinforce the importance of personal well-being and
workplace health & safety, dnata celebrated the World Safety Day from 28 April
to 2 May 2014. This four-day carnival welcomed more than 1,500 participants,
and promoted the concept of safety to employees through various workshops
covering topics such as first aid, wellness & stress management, as well as the
importance of ergonomics.
01 _ For the first time, dnata is celebrating World Safety Day in a big way.
02 _ dnata staff, airline customers and members of the Changi community joining in the Safety Day
celebrations.
03 _ Staff enjoying a game developed by dnata to promote the importance of adhering to the speed limit.
04 _ Participants competing against one another in a race console game. Winners walked away
with safety-related prizes.
Publisher
dnata Singapore Pte Ltd
50 Airport Boulevard
Singapore Changi Airport
Singapore 819658
Telephone:
(65) 6511 0288
Facsimile:
(65) 6542 6604
Email:
[email protected]
Website:
www.dnata.sg
Other than workshops, the World Safety Day also featured electronic console
game competitions to add more fun to the carnival. Apart from reminding staff
about the importance of safety, such as the speed limit for vehicles on the
airside of the airport, these console competitions gave employees opportunities
to win exciting prizes. Over the four days, more than 800 games were played
and more than 300 prizes were given away.
In addition to workshops and games, the carnival made sure that no one went
home empty-handed. Apples, bottled water and water bottles were distributed
to all participants, reminding them to eat healthily and stay hydrated. Wellness
and safety-related gifts such as sunscreen lotion, lip balm and dnata caps
were also given out to help employees stay protected while working under the
scorching sun. Participants also received a mini first aid kit to bring to work.
The World Safety Day is just one of our many ways to highlight the importance
of safety in our day-to-day operations, and how crucial it is to dnata’s success.
Apart from this one-off carnival, dnata also enforces safety regularly though
other approaches under the One Safety initiative.
05_ No one left empty-handed from the carnival.
06_ Through giveaways such as lip balm, sunscreen and first aid kits, everyone was reminded
about the importance of workplace health, safety and personal well-being.
07 _ Staff enjoying the free flow of apples and bottled water.
Editorial Committee
Tan Toi Chia
Isabell Tay
Joann Goh
Official Photographers
Kong Chong Yew
Lim Wei Xiang
Ground Scene is published
quarterly by dnata Singapore
Pte Ltd.
Copyright of the materials
contained in this magazine
belongs to dnata.
Views expressed may not
necessarily be those of
dnata. All rights reserved.
All information is correct at
time of printing.
FEATURE
JULY 2014 One Safety for One Safer Workplace
From frontline staff and first-line supervisors to senior executives, One Safety
aims to instil best practices in safety leadership in all employees. By enhancing
safety behaviours, we can help to prevent accidents, turning dnata into a zeroharm workplace.
As different departments have different safety requirements, dnata will need
to approach safety from all touch points. Some of the initiatives under One
Safety include:
• Engaging external behavioural safety experts from safety consulting firm,
BST, to build a culture of safe behaviour in dnata
3
Safety @ dnata: An Integrated
and Comprehensive Approach
Other than the World Safety Day celebration, dnata Singapore
also introduced various initiatives to reinforce the importance of
safety at work. Beyond complementing the One Safety approach,
these initiatives show how much dnata cares for our employees!
Some of the initiatives include:
• Reviewing and reinforcing safety codes and compliance messages
• Conducting peer-to-peer sharing sessions to exchange feedback and
observations
• Identifying and removing workplace hazards
To transform safety behaviours across the organisation, dnata’s One Safety
campaign adopts the four-step approach:
THE FOUR-STEP APPROACH
FOR ONE SAFER WORKPLACE
Diagnose
Assess the current culture and climate
in dnata against specific drivers that are
predictive of safety performance.
Communicate
Spread the results of the culture
assessment and raise awareness
of how dnata needs to change to
achieve a zero-harm workplace.
Sustain
Continue to embed and sustain
an organisational culture that
will ensure ongoing and improved
safety performance.
Implement
Create an internal tea m of safety
cha mpions to implement a behavioural
accident prevention process across all
dnata sites worldwide.
Target
ZERO
This safety campaign aims to create a more
measurable and systematic framework to help
reduce aircraft damage incidents and personal
injuries. This is achieved by giving senior
executives and managers first-hand perspectives
of the work process to raise their awareness
of safety issues. Results have been positive so
far, with injuries and equipment and property
damage cases decreasing significantly.
WEEKLY
LEADERSHIP
SAFETY
BRIEFINGS
Held every Friday, these hour-long sessions
conducted by Safety Managers at the dnata
ramp rest area bring colleagues together to
share their views and experience in overcoming
challenges safely at the ramp. News of incidents
and near-miss incidents are also shared with
staff so that they can stay abreast of the latest
updates in the ramp scene, both on a local and
global level.
FUN QUIZZES
WITH PRIZES
Other than classroom sharing and learning
sessions, dnata tries to be innovative in
reinforcing safety messages to our staff. We
used safety quizzes covering topics such as
safety culture, unsafe practices and reporting
procedures in dnata to put staff’s safety
knowledge to the test, and we give employees a
chance to win exciting prizes too.
Safety Always a Priority
Today, dnata is one of the world’s largest air services providers with more than
20,000 employees serving over 250 airlines across 38 countries. With so many
activities going on every day, dnata must constantly strive to find new ways to
enhance safety, and to unify our people under one mantra: safety is everyone’s
business. Only with a safe workplace can we truly go further to provide our
clients and their passengers with a memorable experience in the air.
TURNING THE SPOTLIGHT ON
GROUND SCENE 4
A Tale of
Two Station
Managers
E.K. Cho from Air France-KLM and Toby Chow from China Airlines share what pushes
them at work and their experiences in the aviation industry.
They manage ramp services, ensure punctuality of flights, oversee safety checks and maintain smooth
operations to delight their travelling passengers. Airline Station Managers definitely have their hands full
every day. We speak to two different Station Managers, E.K. Cho from Air France-KLM and Toby Chow from
China Airlines, to find out what drives them at work.
Great Service Starts
With a Great Team
To E.K. Cho, service excellence is only possible if
everyone on the team sets their sights on a common
goal. And that’s what E.K. enjoys most about his job as
Station Manager for Air France-KLM: to encourage his
staff to deliver excellent service every time.
“Air France-KLM is a full-service carrier that guarantees
safety, punctuality and excellent customer service.
For us to maintain that standard, our staff must
be passionate and driven in their roles. To make
sure every passenger feels special, Air France-KLM
works very closely with dnata, our ground handler
at Changi. Even after years of partnership, dnata
still understands our service standards and delivers
excellent service to Air France-KLM passengers time
and again,” says E.K.
What to Look Out For in a Station Manager?
According to E.K., the ability to motivate staff to
ensure that the job gets done is a hallmark of a great
leader, which is what a Station Manager should be.
He adds, “For a start, a Station Manager should work
alongside with his or her team, talking and interacting
with passengers, finding out what makes them tick
and giving them the attention and service that they
are looking for.”
an eye on the customer service agents as they are
the frontline touch point for all passengers checking
in. More importantly, I need to ensure that the ramp
team takes proper care of passengers’ bags and the
catering carts to ensure all passengers can enjoy a
pleasant flight experience,” says E.K.
Staying Ahead of the Times
Technology has made travelling unique today, with
part of the process shortened and more efficient now
that passengers can check in online and print their
boarding passes at home. However, quality customer
service at the airport is still, nonetheless, expected. As
technology evolves, E.K. shares that the airline needs
to keep up with these changes as well. In fact, Air
France-KLM is already running trials on self check-in
kiosks at Changi Airport.
“It is a never-ending process
for airlines to learn from one
another to offer better value
to our loyal passengers.”
On top of delivering impeccable service, E.K. feels
that a good Station Manager should also be able
to properly manage flight timings and schedules;
punctuality is imperative for both the airport
and passengers.
Competition from the low-cost carriers (LCCs) have
also affected full-service carriers such as Air FranceKLM. E.K. shares, “In my career, I have worked in Korea,
Bahrain, Kuala Lumpur and Singapore, and I have
seen how each country addresses the challenges
of operating a full-service carrier amidst the stiff
competition from other airlines and LCCs. Using my
experience from these countries, I helped Air FranceKLM to improve the way we serve our customers. It is
a never-ending process for airlines to learn from one
another to offer better value to our loyal passengers.”
“Other than looking out for passengers, I also have
to take care of the dnata team, mitigating issues
between them and the passengers. I need to keep
However, one thing remains unchanged: E.K. observes
that passengers would still prefer full-service carriers
like Air France-KLM for long-haul flights because they
get to enjoy comfort items such as blankets, legroom,
entertainment and good food and drinks.
5 Years from Now…
At 60 years old, E.K. shows no signs of slowing down
and continues to have as much passion about his
job as someone who’s on his first day. “I have been a
Station Manager in Singapore for nine years now and
have made friends that have become family along
the way. I want to continue being a friend to my
passengers, as well as a motivating and encouraging
mentor and leader to my great team of professionals,
working as one to keep enhancing Air France-KLM’s
performance.”
“That is, for as long as Air France-KLM wants my
service,” says E.K. jokingly.
The Customer is
Always Right
Ask Station Manager for China Airlines, Toby Chow,
what’s so great about his job, and he will undoubtedly
tell you one thing: that he gets to serve passengers.
“I like meeting new people, talking to them, and
understanding them better. It gets my adrenaline
running when I strive to meet the expectations of
passengers. I also get a sense of achievement when
passengers walk away satisfied,” said Toby.
To quote an example, Toby recalls an incident when
a passenger became very upset because his booking
did not appear in China Airlines’ record systems. As
the passenger had a wedding dinner to attend, he
was anxious to be on the next flight out. Toby and
his team of customer service staff from dnata then
quickly pulled together their combined resources to
find a solution for the passenger. Thankfully, a seat
TURNING THE SPOTLIGHT ON
JULY 2014 5
TOBY CHOW
STATION MANAGER
CHINA AIRLINES
E.K. CHO
STATION MANAGER
AIR FRANCE-KLM
became available at the very last minute. Needless to
say, the passenger was very delighted. Toby considers
this case a job well done because his team managed
to turn a frown into a smile. From then on, Toby and
the passenger became good friends, even addressing
each other on a first-name basis!
“It gets my adrenaline
running when I strive to
meet the expectations of
passengers”
What Makes a Good Station Manager?
Toby lists patience, honesty and sincerity as the top
three qualities for Station Managers. He finds these
traits essential to his philosophy of always putting
the customer first.
“We try to make our passengers feel comfortable
and at home by extending to them the signature
China Airlines hospitality. This can be as simple and
sincere as remembering passengers’ names and their
preferred seats. We also try to strike up conversations
with our passengers whenever possible. Who knows?
He or she might need a friend, especially those who
are travelling alone. This is a quality that I try to instil
in my team,” says Toby.
Change is in the Air
Having been a Station Manager for decades, Toby has
noticed changes in the aviation industry. Technology is
changing the air travel experience, helping the aviation
business every step of the way. Passengers can now
check in from home through the Internet, leading to
shorter and smoother check-in queues at the airport.
Toby also observes, “Leisure travellers are becoming
younger, and are usually more IT-savvy – booking
tickets, checking in, as well as managing their travel
itineraries, all from China Airlines website.”
If There’s One Man Toby Looks Up to, It’s…
Toby attributes his motivation to his late father.
He elaborates, “My dad was a determined man
who overcame challenges, took care of the family,
and raised my siblings and me. He was a man of
integrity, loyalty and honesty, and often reminded
me to always be grateful for all the help that I have
received.”
“Thanks to my father, I now know the importance
of applying these qualities when interacting with
passengers,” says Toby.
SPECIAL FEATURE
GROUND SCENE Double Win
for dnata!
“Since the launch of One dnata, we
are able to work as one to lift our
performance as a global team. I am
incredibly grateful for the service
excellence by our staff. With two
awards in quick succession, we
have effectively raised the bar for
our own standards.”
- Gary Chapman, President of dnata
Celebrating the win are
Gary Chapman, President,
dnata; Sheikh Ahmed,
Chairman and Chief
Executive, Emirates
Airline & Group and Ismail
Ali Albanna, Executive
Vice President, dnata
dnata named Ground Handler of the Year for the second time this year.
Shortly after being named Ground Handler of the Year by Air Transport News on 11 March
2014, dnata received yet another accolade, this time, at the 2014 Cargo Airline of the Year
Awards organised by Air Cargo News.
Voted by fellow supply chain professionals from all over the world, this win speaks volumes
about dnata’s effort and teamwork to consistently deliver high standards in everything that we
do. Nominated for the first time in this category, dnata stood out from our competitors with our
cargo facilities across Singapore, the UK and Dubai, as well as our commitment to safety with
the introduction of One Safety.
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SPHERE OF INFLUENCE
Happy
Anniversary!
dnata and Golden Myanmar Airlines celebrate
a successful first year of partnership.
On 5 April 2013, dnata welcomed our new
partner, Golden Myanmar Airlines, on
its inaugural flight from Mandalay and
Yangon to Singapore. Since then, dnata
has handled more than 400 Golden
Myanmar flights and served more than
23,000 passengers from Changi Airport.
This successful partnership turned one
year old on 5 April 2014. Crew and staff
from both dnata and Golden Myanmar
Airlines commemorated this anniversary
with a cake on board flight Y5234.
JULY 2014 7
Happy 10th
Birthday,
AETOS!
Mark Edwards, Chief Executive Officer, dnata Singapore receives a token of appreciation
from James Tan, Executive Director and CEO, AETOS Security Management.
AETOS remains dnata’s steadfast partner for security
services at Changi Airport.
With more than 1,000 air movements every day, it is essential for
Changi Airport, one of the major transport hubs of the world, to be on
high alert for threats or security breaches. AETOS, as a security provider
and key partner of dnata, has been providing security services for more
than ten years to various airline customers at Changi Airport.
Mark Edwards, Chief Executive Officer, dnata Singapore, says “The
business of security in aviation cannot be underestimated. Thanks to
the partner that we are working with, our security standards are kept
high every day. I am glad to say that AETOS continues to be a steadfast
partner in helping us provide quality security services to our airlines
at Changi Airport.”
We look forward to working with AETOS for many more years to come.
dnata and Golden Myanmar Airlines celebrating our first year of successful collaboration.
Better Airport
Experience
with A-CDM
Ground handlers such as dnata to play more inclusive role to
enhance passengers’ flight experiences.
From the time they check in at the counters, to the brief period of respite at the
lounge before heading to the departure gates, passengers have always been
well taken care of by dnata. Away from the public eye, dnata also manages
passengers’ baggage and handle aircraft push-outs so that flights can depart on
time. Evidently, ground handlers play an important role in shaping passengers’
experiences at Changi Airport.
To take this positive experience a step further, dnata will be working closely with
Changi Airport Group and the Civil Aviation Authority of Singapore to launch the
new Airport Collaborative Decision Making (A-CDM) process.
Under this capacity-enhancement programme, airport infrastructure and
operational efficiency will be optimised. For passengers, this means that
flight delays will be significantly reduced. For our partners and various airport
authorities, this means increased fuel savings, improved planning and resource
management, as well as lower carbon emissions.
A-CDM is targeted to launch by January 2015.
PHOTO GALLERY
GROUND SCENE 1
8
2
World Travel Catering & Onboard
Services Expo, Hamburg, Germany
(8 - 10 April 2014)
1. David Bian, Vice President, Catering Services,
dnata Singapore (sixth from right); Mok Kok Heng,
Manager, Catering Operations, dnata SIngapore
(second from left) and Hatangadi Bhaskar, Manager,
Catering Operations, dnata Singapore (first
from left).
2. David Bian, Vice President, Catering Services,
dnata Singapore (middle), engaging with potential
customers.
3. Christian Bruhns, Executive Chef, dnata Singapore,
showcasing the culinary expertise of dnata’s
catering business to customers.
3
Ramp and Baggage Services Staff
Gathering, Fairy Point Chalet, Singapore
(3 - 5 April 2014)
4. Staff and management of Ground Services
Department coming together for an annual
gathering to celebrate friendship and achievements
that were made possible by teamwork.
5. A fond farewell to Jason Tan, who left his post as
Senior Manager for Ramp and Baggage Services to
assume his new appointment as Vice President for
Cargo Services in March 2014.
6. Beer pong: staff vs. management. The staff won the
game.
7. Daniel Banens, Vice President, Ground Services,
dnata Singapore, trying to score one for the
management team.
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5
6
7
PHOTO GALLERY
JULY 2014 8
9
9
IATA Ground Handling Conference 2014,
Kuala Lumpur, Malaysia
(27 - 30 April 2014)
10
8. Catherine Quenon, Head of Service Quality &
Commercial International Airport Operations, dnata
and Michel Fiorani, Manager, Ground Handling
Contracts, Cargolux Airlines International.
9. (From left to right) Tan Toi Chia, Vice President,
Commercial, dnata Singapore; Ross Marino, Senior
Vice President, International Airport Operations,
dnata; and Vinoop Goel, Head of Infrastructure and
Government Relations, Asia Pacific, IATA
dnata awarded Outstanding Handling
Service by DHL Aviation (9 - 11 April 2014)
10.Jason Tan, Vice President, Cargo Services, dnata
Singapore, receiving the award on behalf of dnata
Singapore in Mumbai.
Flexing our detective prowess at The
Escape Artist in singapore (10 June 2014)
11. The dnata team and customers from AirAsia,
AirFrance-KLM and Malaysia Airlines joined
hands to solve clues and break out of our puzzle
room. We might not have met our OTP of 50
minutes, but had fun trying to do so.
11
Go Kart @ Kartright Speedway,
Singapore (16 April 2014)
12.A group picture before firing up engines and
burning rubber as team dnata and our customers
race off in an afternoon of go kart fun.
13.Racers displaying the competitive spirit on the
race track as Arvind from IndiGo tries to overtake
Welson from Hainan Airlines.
14.(From left to right) Sim Kok Peng, Director, Simco
Air Service Pte Ltd; Irwan Majid, Cargo Manager,
Qatar Airways; David Lim, Chief of Ground
Operations, Bangkok Airways; and Tan Toi Chia,
Vice President, Commercial, dnata Singapore.
15.Winners of the race:
Champion: Simon Hee, Cargo Sales
Manager, Garuda Indonesia
First runner-up: Welson Ang, Station
Manager – Singapore,
Hainan Airlines
Second runner-up: David Lim, Chief of Ground
Operations, Bangkok Airways
12
13
16.Daniel Banens, Vice President, Ground Services,
dnata Singapore and Arvind Bhandari, Airport
Manager, IndiGo
14
15
16
BEHIND THE SCENES @ dnata
GROUND SCENE Going a Long Way
with Hard Work,
Professionalism
and Sincerity
10
innovation of staff.
bration of the creativity and
The Najm Awards is a cele e Officer (middle, back) gives recognition to
Mark Edwards, Chief Executiv
Najm Award ceremony.
the staff in Singapore at the
dnata staff honoured at Najm Awards 2014.
At dnata, people are the pillars that uphold our
commitment to excellence. Through their hard
work, dnata is able to make our customers feel
special.
Bronze Awards. These qualities that the winners
have displayed go beyond helping dnata to
deliver excellence; they define the winners as
outstanding individuals.
and have helped dnata flourish as an organisation in
Singapore. In the many years to come, I am confident
that our staff will continue to deliver excellence, a
reputation that dnata is known for.”
For displaying exceptional personal characteristics
such as initiative, leadership, ingenuity, bravery,
dedication and commitment, five employees
from dnata were awarded the prestigious Najm
Mark Edwards, Chief Executive Officer, dnata
Singapore, says, “Our Bronze Award winners
possess great initiative, resourcefulness and
determination, attributes that are very admirable
The winners serve as role models, inspiring us to
unlock our own creativity and stimulate our desire
to excel. Congratulations to them!
Winners of
the Bronze
Najm Awards
A group win for the Bronze Najm Award by Poh Pong Sai (left) and
Tan Jiak Koo (right). They received their award from Mark Edwards,
Chief Executive Officer (middle) at the award ceremony.
Najm Bronze Award
Abdul Karim B Jam winner (individual),
alleden
for Excellence
Training Trainees
Jamalluden,
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10
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Increasing Productivity
on the Ramp
It all started with an aim
: to help Equipment
Operators reduce the tim
e needed to locate their
ramp equipment. To add
ress that issue, four staff
from Ramp & Baggage
Services Department for
Ground Services – Poh Pon
g Sai, Yap Chye Eng, Ng
Ah Choon and Tan Jiak Koo
– demarcated areas to
park equipment, allowing
Equipment Operators to
mark and track equipment
easily. This resulted in an
overall increase in produc
tivity. For their initiative
to improve productivity at
the workplace, Poh, Yap,
Ng and Tan was awarded
the Bronze Najm Award.
BEHIND THE SCENES @ dnata
JULY 2014 3
4
11
5
2
1
6
7
8
School’s Out!
Sharing the work place with kids at dnata’s Bring-Your-Kids-To-Work day.
Staff at dnata Singapore usually spend 8 hours
or more at their workplace away from home and
family members, undertaking important roles at
Changi airport that enables our airline customers to
operate efficiently and successfully. The experiences
of the staff is often not visible to their loved ones
at home.
Targeting children of staff, dnata’s Bring-Your-KidsTo-Work day is one such initiative to build a better
appreciation in the children of the responsibilities
their parents take on at work. The children were
treated to face painting, balloon sculpturing and
magic shows. Beyond that having a fun time,
parents were also able to personally show their
children the work place and jobs that they do.
Wang Poon Liang, Vice President, Human Resource,
dnata Singapore, said, “We value the efforts and
good work of our staff. However, we also want to
ensure that they find a balance between work and
family. Introducing the family to dnata and the work
we do is a first step to gaining the understanding
of family members on the time we spend at work.
There will definitely be more of such initiatives to
come.”
Thank You for
Your Loyalty
Bringing Improved
Benefits and
Welfare to Staff
Collective Agreement with enhanced
terms renewed for three years.
More than 100 dnata staff presented with Long Service Award.
2Year5s
2Year0s
For more than three decades, dnata has been
providing ground handling services at Changi Airport,
with the foundations laid by the pioneer batches of
employees. Today, many of them have remained
with the organisation, passing on their experiences
to the next generation of employees as we continue
to grow and develop.
The Long Service Award ceremony held on 16 April
2014 honoured more than 100 staff, all of whom
01 _ Children having a wonderful time.
02 _ A day when dnata showcased some jobs to children of
staff to build a better appreciation of what their parents do
at work.
03 _ Kids getting their photos taken for their “staff passes”.
04 _ Learning more about the various jobs in the airport
community through role-playing and games.
05 _ Learning to recognise dnata’s airline customers’ logos
through a simple memory match game.
06, 07, 08 _ Children were treated to face painting and balloon
sculpturing.
35
Years
3Ye 0
ars
received their Long Service Award from Mark
Edwards, Chief Executive Officer, dnata Singapore.
Thanking them for their commitment and
dedication to dnata over the years, Mark said, “Our
pioneers have definitely played a part in shaping
dnata into what we are today. I sincerely appreciate
all the hard work that they have put in over the
years. I look forward to many more great years
with them.”
dnata achieved a new
milestone with the dnata
Collective Agreement
renewed and endorsed
on 26 April 2014 by both
the dnata staff union
and senior management.
This renewed Collective
Agreement outlines
better welfare and
benefits across the board
for unionised dnata employees.
From a comprehensive and progressive career growth
structure and pay packages benchmarked against
industry standards to increased flexibility and wider
medical coverage, incentives are enhanced to bring
better welfare and benefits to the very people that
power dnata.
Wang Poon Liang, Vice President, Human Resource,
dnata Sinagpore, says, “Our people are key to dnata,
and the enhanced terms of Collective Agreement 2014
underscore the value we place on our staff in helping
us deliver excellence to all our customers.”
From left to right: Wang Poon Liang, Vice President, Human
Resource, dnata Singapore; Mark Edwards, Chief Executive
Officer, dnata Singapore; Sheikh Muhammed, President,
dnata Singapore Staff Union; and Noorazman Bin Kamad,
General Secretary, dnata Singapore Staff Union.
CHECKING-IN @ dnata
GROUND SCENE COMPLIMENTED FOR HELPING
A PASSENGER WITH HER VISA
APPLICATION
Appreciation from Passenger
“Ming Chuan was extremely warm and
went the extra mile to assist me with my
visa application even though the counter was
not officially open yet. He even offered to
help pay for my visa application as I didn’t
have my ATM card with me. Kudos to having
such a wonderful staff on your team!”
Complimented on quality food
and services at Skyview
Lounge at T3.
Appreciation from Passenger
“The food and service in the lounge is
excellent. I especially commend Ramasamy,
because he has been an excellent host who
made me feel at home. He is a great role
model and a perfect example of what a great
service staff should be.
Passenger of KLM and Skyview Lounge visitor,
Ir. Eduard Stiphout
Passenger, Anna Huang
Compliments
From The Heart
Complimented for quick
turnaround of flight
Appreciation from
Cathay Pacific
“I had the pleasure of having excellent
support and cooperation. I would like to
express my heartfelt thanks to the Apron
DM, and the AIC team for their excellent
teamwork and efficient capabilities to
enable a quick turnaround. I sincerely
thank the team for their good work and
cooperation as working partners.”
Manager on Duty, Helen Lee
Complimented for assisting
with travel plans and
boarding passes.
Appreciation from Finnair
Complimented for helping to
retrieve a missing suitcase.
Appreciation from Passenger
“I commend Gularajah Rajah for retrieving
my girlfriend’s suitcase after it went missing.
She has clearly displayed the true value of
her sincerity, honesty, care and concern in
assisting me with the lost suitcase. Her cool,
clear and magnetic mannerism put me at
ease, and I sincerely appreciate it.”
“Due to space issues, Oki Wikman had
to change his travel plans. Thankfully,
Lim Gui Hui responded quickly and
arranged new flights for Oki and prepared
his boarding passes. She even wished Oki
a happy birthday. Oki is not only surprised
with her actions, but is also very impressed
by Cathay Pacific and its partner, dnata.”
Finnair Station Manager, Shaifudin
Muhammed, managing flight for Finnair’s
Area Manager, Oki Wikman.
Passenger, S. Rajan
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