Imagine the possibilities

Transcription

1 Imagine the possibilities

2 We deliver the promises you make At dnata, we keep the world in the air. From ground and cargo handling to inflight catering at over 120 airports, we provide everything an airline needs beyond planes, pilots and crew. Keep reading to learn about the inflight catering, airport food & beverage and inflight retail services that aspire to make dnata the world s most admired air services provider. CONTENTS The dnata difference 2 World-class service, worldwide delivery 5 Our values 6 Our awards 9 Our catering numbers 10 Our global foodprint 12 Our brands 14 Partnering for success 16 Our services Inflight catering 19 Airport food & beverage 21 Inflight retail 23 Our quality 24 Our safety practices 26 Our environmental policy 27 Our people 29 Our story 30 Get in touch 33 Our wider service offering 34 Read on to see how dnata is different. All our catering figures in this brochure include our joint venture partnerships. 1

3 The dnata difference We recognise that by serving our customers, we re also serving their customers. That s why we talk about the promises our customers make. From cargo and catering to travel services and generally making the airport a friendlier place, our operations drive performance. In this way, we delight our customers and their passengers, even as we continue to challenge ourselves to become the most admired air services provider in the world. Our consistent investment in technology, equipment, infrastructure and people along with our unwavering commitment to service excellence has given us a portfolio of loyal customers. What s more, our teams of experienced, dedicated professionals go the extra mile to provide innovative, efficient and reliable services for every single one of them. With over 41,000 employees, we are one of the largest international air services providers. Over 41,000 employees 2

4 World-class service, worldwide delivery Key differentiators dnata is entrepreneurial Our set-up helps us make decisions quickly and empowers the businesses to respond to customer needs. dnata is decentralised Our local people know how to operate in their own markets, which is key to our customers satisfaction. dnata is focused on quality and cost Consistent quality has to be the overriding factor at every level. This, coupled with cost control and lean operations, ensures we provide the best of both worlds. Sends over Our expertise 0 Service network spanning 62 locations in 13 countries including Australia, UK and Italy 0 Consistent quality management systems across the business 0 Products fine-tuned to local markets and cultures, and the expectations of your airline s clientele 0 Worldwide expertise in regional diets and cuisines including Halal, Indian, Chinese and Japanese 0 Leading innovator in technologies and techniques 0 Attraction and retention of experienced managers 0 Long-term relationships with many airlines and suppliers See some of the reasons why we love our work. 117million meals into the sky 5

5 Our values We live and breathe food, its presentation and taste. We treat customers like they are our guests. And because they expect food to be good and wholesome, we maintain the highest global quality assurance standards. We work with event catering companies, restaurants and other partners where applicable to drive quality and innovation. We also constantly review all our operational activities to help our customers save costs and improve our own profitability and sustainability. We support our businesses globally with qualified personnel. For instance we support our Asian carriers in Italy and South Africa by bringing in Asian chefs from Singapore. Our operational managers move from region to region, to share knowledge and learn from other colleagues. In the course of over 58 years, we ve become a global player. In the coming decades, we ll continue to transform our industry by staying true to our core values. Safety and security We strive to set new standards that will shape the industry. Performance driven We set challenging goals, and then go beyond them. Service excellence We deliver consistently high quality, day after day. Delighting customers We go the extra mile to provide the best possible experience. Imagination We are constantly looking for ways to improve and find better solutions. Respect We respect the environment and the communities we serve. Read on to see what others say about dnata. 6

6 I am pleasantly surprised by the high degree of quality in the food in Première Classe with the launching of our new menu selection. Air France Awards Xiamen Airlines - Best Corporative Caterer, 2017 SWISS Airlines - Top Performing Caterer, 2016 PAX International - Airline Caterer of The Year, 2016 Cathay Pacific - Most Improved Caterer, 2015 China Airlines - Best Caterer Award, 2015 Singapore Airlines - Excellence in Catering Award, 2015 Air China - Best Caterer Award, 2015 Singapore Airlines - Excellence in Catering Award, Adelaide, Air China - Best Caterer Award, 2015 Jetstar Group Caterer of the Year, 2014 Qantas Captain s Choice Tour Charter, 2013 Brioche Dorée Best International Result, 2012 Etihad Airways - Best Regional Caterer, Air China Flight Caterer Award, 2012 Hainan Airlines Outstanding Caterer Awards, 2012 Certifications Our facilities are certified to the highest standards, including: HACCP certified ISO 22000:2005 ISO 9001:2008 Halal certified Kosher certified dnata is committed to your success. See our catering numbers. 9

7 Our catering numbers 503,000 aircraft handled 60 Over locations operated across Over 190 customer airlines 13 countries 158,000 square metres of kitchens Over 500 chefs 117million meals prepared and delivered annually Over320,000 meals every day Over 40 restaurants 9,000 employees We operate worldwide. See our global foodprint

8 Our global foodprint We tailor our service to local markets. Meet the dnata brands

9 Our brands Globally we serve 117 million authentic world-class meals a year through dnata, dnata Newrest, Alpha Flight Group, Alpha LSG and En Route. The expert chefs of our various brands are continually creating imaginative new dishes of the highest culinary standard to satisfy discerning passengers. They devote their personal attention to every dish, from concept to presentation, tailoring each meal to the satisfaction of passengers in every class. En Route Our passion is a love of delicious, carefully sourced food. With offices in London, Hong Kong, Tokyo, Atlanta and Melbourne, En Route International Limited offers discerning customers a range of tasty snacks, indulgent treats, cheese and hot meals. En Route carefully prepares, packs, brands and delivers to our clients exact specifications. Whatever your business, En Route s international supply network adds a global flavour. Find out how we can support your business. 14

10 Partnering for success Across five continents, dnata and its partners are setting new standards in airline catering. Here are just a few examples of our work. Bulgaria Jordan UAE South Africa Silver Wings is a successful partnership between Bulgaria Air, LSG and Alpha formed in In a contracting market, it has guaranteed sustainable service for the airline, and a continuing market in Sofia for the two caterers. The benefits for Bulgaria Air are twofold: in addition to maintaining its product at competitive rates, it also receives a share of profits from the joint venture. Australia Renowned for extraordinary service and exceptional meals, Alpha Australia was a natural fit for dnata, when we acquired Alpha in Alpha is Australia s market leader for in-flight catering, consistently impressing customers and stakeholders. Harnessing shared knowledge and resources, Alpha and dnata continue to defy economic headwinds across the Asia/Pacific region, strengthening our grip on market dominance with investment in brand-new facilities and expansion across the country. Since 2001 we have been proud to partner with one of the Middle East s heritage airline brands, Royal Jordanian. Our catering facility is equipped to deliver exceptional on-board cuisine, while supporting Royal Jordanian s service and cost aspirations. In addition, we have actively invested in cutting edge F&B outlets at Queen Alia Airport in Amman, bringing an outstanding airport experience to Jordan. Romania Alpha-Rocas, a joint venture between Alpha and Tarom, has successfully served Bucharest since It became part of the dnata family when dnata acquired Alpha in 2010 and has since gone from strength to strength, delivering an excellent airport experience and on-board product, along with healthy returns for shareholders. Launched in 2007, our joint venture at Sharjah with Air Arabia, one of the Gulf s most important low cost carriers, laid the foundations for a new business model in the region. Together we pioneered the Gulf s first buy-on-board programme, delivering exceptional results and helping to sustain double digit passenger growth through the airport. UK In 2012, joint venture Alpha LSG united UK-based LSG s strong international capabilities with Alpha s outstanding regional and on-board retail business. Its jointly designed LHR facility is the most advanced of its kind, with state-of-theart Western, Halal, Japanese and Chinese kitchens, a separate logistics centre and a chefs academy. Our brand portfolio includes: dnata first became involved in South Africa with Mentor, a local partner, in In 2013 the business merged with Newrest to form a joint venture, consolidating operations in a single unit in Johannesburg and a single unit in Cape Town. This strong, sustainable and well-run organisation secured synergies and benefits for both companies and high quality service for customers. dnata and Newrest both bring an entrepreneurial spirit to the business and substantial international expertise, with experience of operating in some of the more difficult locations globally

11 Our services Inflight catering We deliver over 117million meals annually each one beautifully cooked using exceptional local ingredients and imagination. Our food division serves our customers at 62 airports across 13 countries. With catering, packing and distribution facilities including Australia, Italy, Singapore, South Africa, the UK, the USA and the UAE, we manage our customers global catering requirements with excellence and efficiency. Our award-winning chefs create authentic meals for all classes, designed to suit our airline customers local cuisine and culture. We re experts at catering to a wide range of dietary and ethnic requirements, including Halal, Indian, Japanese and Chinese dishes. Our passion for creative and logistical distinction results in the successful delivery of over 320,000 meals a day. Why dnata Our dedicated teams constantly strive for service excellence Our catering business units are award-winning Our expert chefs serve our diverse customer base with authentic dishes We continually improve every aspect of our quality and food safety systems dnata inflight catering services Catering Service Retail on board Frozen Entrée Manufacturing Pre-packaged solutions 19

12 Airport food & beverage Over 25,000 travellers per day enjoy a wide range of international and traditional products at our food and beverage outlets dnata operates food and beverage outlets at airports in the UAE, Jordan, Bulgaria and Romania. The most recent of these were officially opened in May 2016; two new Left Bank restaurants opened at Henri Coandă International Airport in Bucharest. With excellent quality control and safety procedures in place, we are a trusted mainstay at a host of international airports. We also offer licensing to international trademark brands who wish to trade within airports. Why dnata Innovative brands, including Refuel, Grab and Go, World News Café, Catalina, Burger King, Brioche Dorée and Espressamente Serving more than 25,000 travellers a day Wide range of international and traditional products Catering to many cultural and dietary needs Licensing to international trademark brands to cater to airports Excellent quality control and safety procedures 21

13 Inflight retail We offer a broad range of unique premium products and services including delectable meals and snacks as well as boutique and branded products. Backed by the latest technological innovations and a team of industry experts, we provide our customers with inflight retail solutions to suit even the most discerning travellers. We also provide cost-effective shared services and a fullyintegrated turnkey operation resulting in industry-leading figures for onboard sales per head. Why dnata Industry experts with proven experience Industry-leading spend per head Cost-effective shared services Fully-integrated turnkey operation dnata inflight retail services Onboard sales Crew retail training Quality matters. Find out how we maintain our high standards. 23

14 Our quality Quality means doing it right even when no one is looking. dnata offers quality commitment, leadership capability, quality culture and goals in becoming the best at what we do delivering high quality, safe food to all our customers. We are restless in our aim to improve things for the better. We work closely with our suppliers to develop high quality and innovative products that are to our customers needs and requirements. We operate rigorous quality management systems on a precautionary principle, supported by a range of on-site audits and product testing. Our suppliers are required to meet a range of quality, safety, environmental and social standards. dnata adheres to a robust catering quality assurance plan to ensure that all hygiene, halal, security and catering operational practices satisfy given requirements. How do we maintain quality? Regular checks, audits and assessments for continuous improvement Analysing all feedback and communication received through all relevant departments Change Ensuring end user recommendations are taken into consideration Trending For operational impact with management from related areas of the business How do we lead quality? Working towards building a cost-effective business Assuring the customer of compliance to IFSA World Food Safety guidelines and HACCP principles Having open communication exchange and dialogue between supplier and customer to avoid confusion and assumptions We are committed to safety. See how we make good on that promise

15 Our safety practices Our environmental policy A prominent feature of our One dnata identity is our continual focus on safety and security. These are fundamental aspects of our business. We are committed to achieving the highest possible safety and security standards for our customers and their passengers, as well as our employees and facilities. We have long held ISAGO certification and in early 2012, we introduced a Safety Management System (SMS). This enabled us to enhance and streamline reporting, communication and training for our staff. One safety Our recently developed internal initiative, One safety, defines and reinforces our attitude and approach to safety. The initiative s goal is to develop a strong safety culture, creating and reinforcing safe habits among our workforce. One safety moves the issue from a corporate level to a personal one that resonates with all our employees. The message is a simple one: Safety is everyone s business. By understanding and addressing human factors and individual behaviours, we can ensure that safety is truly a core value at the heart of our organisation. Our One safety initiative includes the following: Instilling safety leadership best practices from first-line supervisors to senior executives, so that we can build a culture of commitment towards safety Identifying and reinforcing safe behaviours in the workplace through peer-to-peer observations and feedback Controlling exposures at the working interface through identifying and removing barriers that prevent our people from working safely Engaging our people at all levels of the organisation in continuous improvement and change initiatives to constantly review and improve safety in the workplace Establishing safety codes of practice and ensuring compliance to all local regulations, standards and industry best practice in health, safety and the environment Integrating safety in all aspects of our people management processes, including recruitment, development and performance management Monitoring and measuring success through a safety governance board structure that sits at all levels of our organisation Environmental responsibility underpins our core values as an organisation. We are dedicated to our environmental responsibility and this underpins our core values as an organisation. To succeed, our work practices and eco-efficient operations rely on all employees within dnata. To support the industry on the ground, we invest in the most modern, eco-efficient ground equipment possible. We also operate our assets in the most environmentally responsible manner, and in compliance with all local applicable environment regulations and standards. Furthermore, we develop and implement specific policies relating to energy, waste management and minimisation, as well as ground transport. Finally, we support environmental charities and conservation projects. We owe all our success to our people. Meet some of our leaders and innovators

16 Our people Robin Padgett Divisional Senior Vice President, dnata Catering David Loft Chief Commercial Officer, dnata Catering Gary Chapman President, dnata Leading the Global Management team, Gary is responsible for the continued growth of dnata's global network of operations in the provision of ground handling, cargo, travel and flight catering services to over 500 airlines and freight handling companies across five continents. Gary also manages a number of other associated divisions within the Emirates Group, where he is President Group Services, responsible for the corporate support functions as well as jet fuel price risk management. Gary has been a key member of the management team for two decades and has overseen the posting of profits in every year of his service. Robin leads dnata's Catering division, which encompasses the full range of aviation food services: inflight catering, airport food and beverage outlets, and inflight retail operations. Originally trained as an economist in the United Kingdom, Robin has 22 years of experience in aviation; prior to which he worked in a diverse set of industries, including insurance and retail. Robin has worked for the Emirates Group for almost 18 years and has held a number of senior roles since joining. Most recently, he was Senior Vice President Aircraft Catering, accountable for delivering over 55 million high-quality meals across Emirates' global network each year. Our global team From his early days as a chef in the Michelin-starred Ninety Park Lane at London s Grosvenor House Hotel, to heading up production facilities at Trust House Forte s and DO & CO's inflight catering units, David s roots are firmly planted in both the catering and airline industries. He joined Emirates in the role of Food Product Manager, where he developed and designed menus for the entire route network. He also served as Regional Catering Manager for Europe at British Airways, Managing Director USA for DO & CO, and VP Retail followed by VP Sales and Service at the airline division of the Flying Food Group. David was also the President and Chairman of the International Flight Services Association

17 Our story dnata began in 1959 as the Dubai National Air Travel Agency, providing ground handling, travel services and associated businesses to the newly built Dubai Airport. Over the years we grew with the airport before expanding internationally with ground handling and cargo services and here we are today... We began our airline catering division in 2004 with the acquisition of CIAS, a ground handling and airline services business in Singapore. Catering was included in this business, providing the springboard for further development. From Singapore, dnata gradually acquired Alpha Flight Services Australia as well as a 50% share in Wings South Africa and En Route, a niche bakery and snack provider in the UK. Our business now has 62 locations in 13 countries providing airline catering, onboard retail, event and hospitality catering, institutional catering, product development and sourcing, airport food & beverage, cabin cleaning and laundry. Becoming the premier provider of catering to the air travel industry hasn t been easy. From the beginning, we have focused on providing superior quality cuisine, efficient service and value with each of the 320,000 meals we prepare every day. Those meals are served to your valued customers, and we aim to provide them with choice, enjoyment and new experiences. Our reputation rests on their satisfaction be they on board, in a lounge or in one of our food and beverage outlets. We also want you to succeed, so we dedicate ourselves to making your profits soar. With you, we share our wealth of knowledge and experience of working with the world s top airlines. The demand for quality food service and creative solutions knows no borders. dnata is committed to serving you and your travellers, whenever and wherever you fly. We re ready to serve the needs of your business. Get in touch

18 Get in touch We hope this brochure has given you some insight into why and how dnata does business. Now it s your turn. We would love to hear more about your needs and discuss how we can help you succeed. Get in touch today to arrange a meeting. Robin Padgett Divisional Senior Vice President dnata Catering E rpadgett@dnata.com David Loft Chief Commercial Officer dnata Catering E dloft@dnata.com For general enquiries contact us on +971 (0)

19 Our wider service offering Providing intelligent air services globally, every day. At dnata, we provide diverse practical air services of the highest quality. Our award-winning groundhandling services handle 623,000 flights for 265 airlines across 12 countries every year. At the same time we move over 2.3 million tonnes of cargo across five continents. We provide a seamless experience from check-in to baggage delivery for our airline customers passengers. Our private aviation handling delivers warm and hospitable service for heads of industries, heads of states and royalty. We develop IT solutions geared specifically to the needs of today's aviation industry and our training services have been helping our clients and partners surpass globally required standards of efficiency for more than two decades. Each year, dnata Moves over 2.8 million tonnes of cargo To learn more about the difference dnata can make for your business, please contact: Janis Balkens VP Commercial International Airport Operations T +971 (0) E janis.balkens@dnata.com Visit us online at dnata.com 34

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