and complicated, leading airports seek to comfort and care for their guests.

DRK S NEWS LETTER Issue 017 DRK s News Letter Issue No: 17 March,2018 MUMBAI S ICONIC ARTISTIC AIRPORT PRIDE OF INDIA Email: drkaarthikeyan@gmail.com Website: www.goodgovernance.in www.lifepositive.com What makes a world-class airport? Across the globe shiny terminals of steel and glass are rising in the world s growing cities. As they do, these new temples to travel boost both airline and passenger expectations of what airports can be. To attain world-class standing, airports have to celebrate their inimitable qualities, the characteristics that cater to memorable passenger journeys, from favorable first impressions to experiences that engage from landside to airside. Across the globe, airports increasingly share an imperative: to bring order, clarity, calm even beauty to the passenger experience. Where travel can be stressful and complicated, leading airports seek to comfort and care for their guests. In today s global context, airports serve a host of world cultures and faiths, and so must cater to passengers with differing, sometimes competing, sensitivities. In addition to interventions with design, planning and amenities, a world-class airport experience is rooted in exemplary customer service. The challenge for airports is finding a customer service model that works for all passengers tech-savvy or not. One key is

DRK S NEWS LETTER Issue 017 2 As part of the ACI's worldwide programme, passengers were surveyed across international airports for their feedback on 34 key performance indicators, including airport access, checkin, security screening, restrooms, stores and restaurants. finding a way to serve guests all the way through their journey, so they find help when and where it s most convenient. World-class airports operate seamlessly, adapting to new technology, new bag-handling procedures, shifting security screening and ever-changing aircraft. As a dancer makes athletically demanding leaps look effortless, so must an airport shuttle people, their belongings and the planes that serve them without reflecting the effort required to coordinate the complexities of travel. It s part of the stress-free, seamless and engaging environment that the world s best airports cultivate. How does GVK-CSIA Mumbai fits in? The Chhatrapati Shivaji International Airport (CSIA) in Mumbai - operated and managed by GVK-Mumbai International Airport Pvt Ltd - has been rated as the World's Best Airport by grant of Airport Service Quality (ASQ) Award 2017 for customer experience. The award was announced by the Airports Council International (ACI), the only global trade representative of the world's airport authorities. Selected by millions of passengers in a survey carried out by ACI, the trade association of 1953 member airports across 176 countries, the award reflects Mumbai airport's excellence in service parameters that go towards satisfying the needs of travellers. A highly regarded accomplishment in the aviation industry, this honour is a testament to GVK MIAL's unflinching commitment towards operating with an approach that promises efficiency, safety and reliability. The award acknowledges the company's endeavours towards offering a world-class environment to all travellers transiting through the airport. Dr GVK Reddy, founder and Chairman, GVK, said, "We are delighted to be conferred with this award. In 2007, when we had taken over the complete operations of the airport, the ASQ score was 3.53 and in ten years we have got it to hover around 4.99 out of a maximum 5."

DRK S NEWS LETTER Issue 017 3 He said that the award is a testimony to the quality service provided during 2017 to over 47 million travellers by the 30,000 odd airport community members comprising the CISF, Customs, Immigration teams, airline staff, F&B and retail teams, the housekeeping and maintenance units and employees who work at the airport with a mission to constantly raise the bar and create new benchmarks day after day. GVK Chatrapathi Shivaji International Airport achieved the distinction of being the first airport in the history of Indian Aviation to be honoured with a stamp issued by the Department of Post. The stamp was issued to commemorate the 75th year of the commencement of operations at Mumbai Airport. GVK Mumbai International Airport Pvt Ltd (MIAL) is a Public Private Partnership joint venture between a GVK-led consortium and the Airports Authority of India (AAI). A Commanding ATC Tower With a height of 83.8 metre, the Air Traffic Control Tower at GVK CSIA, Mumbai is one of India s tallest ATC towers, built within an area of 2,800 square metres. The height and location of the wish-bone shaped structure provides an unobstructed view of the entire operational area, optimizing air traffic separation and enhancing the traffic handling capacity. Equipped to handle current and future air traffic movements at the GVK CSIA, Mumbai, the state-of-the art new ATC Tower coupled with the airside up gradation (addition of new taxiways and rapid-exit taxiways) will help reduce the Runway Occupancy Time (ROT) and will further enhance efficiency levels and increase Air Traffic Movements per hour. Only Global Airport with Art Museum GVK CSIA, Mumbai new iconic Terminal 2, inaugurated in January 2014, is India s first and most advanced vertical passenger terminal that integrates world class design, architecture, infrastructure and operational efficiency, with a rich infusion of Indian heritage & cultural character. The T2 is home to India s largest public art programme, titled Jaya He GVK New Museum, in the form of a 3.2 km multi-storey Art Wall, illuminated by skylights, that has over 5000 pieces of artwork and artifacts from every region & corner of India. A series of artworks flank the moving walkways leading the disembarking travellers towards the baggage claim area. Intended as an introduction to Mumbai, and by extension, the generic city that exists everywhere in India, they reveal the fluid nature of urbanism, its changing landscapes, dreams, memories, and dynamics.

DRK S NEWS LETTER Issue 017 4 Throughout T2, there are fixtures and details, such as 1000 chandeliers inspired by the lotus flower, a Diya curtain with 10000 diyas waiting to welcome international travelers and the check in hall which is inspired by 1000 white peacocks in the sky. The Jaya He GVK New Museum was conceived as an initiation into the immediate environment and the larger context of the airport, the city of Mumbai and of India as a whole. Reflecting the many - layered story that is India, the collection evolved into an immense multi-disciplinary endeavour, like a new museum. Arguably India s largest public art initiative, Jaya He has two distinct sections so far. The first of these is in the arrivals corridor, consisting of a series of especially commissioned artworks that map the city as a layered narrative, unfolding page by page before the disembarking travellers. The second section is a wall running like a central curvilinear spine, designed to direct and control circulation of passengers through the terminal. The wall itself has become the artwork of an immense sculptural tableau of India s plural cultural legacy, living traditions and contemporary artistic expression. Jaya He brought together designers, artists, artisans, architects, art historians, anthropologists and conservators with technicians, all working together to distil and interpret India culturally, aesthetically, historically and socially in a manner that leaves visitors with doubt that they are in the heart of the South Asian subcontinent. The design of Terminal 2 draws inspiration from India s national bird The Peacock. It portrays the magnificent character of the White Peacock, representing flight, as well as rare beauty. With a highly compact design that puts passenger convenience and operational efficiency at the centre, this design marvel is set to position India on the global aviation and infrastructure platform. GVK Lounge The GVK Lounge is the first ever common Luxury Lounge in the country, unlike other global and Indian airports, which usually have different first / business class lounges for different airlines. Spread across 30,000 sq. ft. first / business class GVK Lounge will showcase the rich Indian design and hospitality and a vibrant India setting new global standards. Spread across an area of 30,000 sq. ft. in two levels Level 4 and 3, the GVK Lounge has a total capacity to accommodate 440 guests at any given point in time. It hosts some of the most innovative facilities and latest technologies. Dr. GVK Reddy said, "At GVK CSIA, it has been our continuous endeavour to enhance traveller delight, and the new GVK Lounge at T2 will successfully take this effort to new heights. The lounge reflects a kaleidoscopic vision of the dreams of India and the pulse of Mumbai, and is themed to give the travellers a blend of world class local ambiences at the airport. We are confident that the travellers will relish the service experience offered in the GVK Lounge. Airlines can now

DRK S NEWS LETTER Issue 017 5 Dr. GVK Family all contributing to glory offer a unique and luxurious lounge experience to their discerning passengers and the pay per use concept means no upfront investments and lower operating costs for Airlines. The GVK Lounge also has a strategic lighting display that draws inspiration from a rich palette of Indian light, filtered through the country s nature, architectural environments and celebrations. Selective palettes of amber, red and gold, dusk and water garden have been interwoven to offer a top-notch world class feel to the entire lounge space. Mr G V Sanjay Reddy, MD of MIAL said, The GVK Lounge is another effort by GVK to set new global benchmarks in the airport business. The concept of the common luxury lounge and the design and aesthetics sets new standards in airport lounges in the world. We hope the premium passengers will enjoy this experience. THE VISION OF GVK : To be one of the world's best airports that consistently delights customers and to be the pride of Mumbai. The Mission is to own, develop and operate airports that conform to highest standards of safety and security; Provide easy to use, efficient and high quality facilities; Exceed customer expectations; Reflect the spirit of Mumbai and the culture and heritage of India and Create value for stakeholders. It has lived upto its Core Values of delivery through passion par excellence, team work and perform with integrity and giving respect to all stakeholders. Thus GVK has achieved fully its vision and mission and core values. AMONG THE SEVERAL AWARDS AND ACCOLDATES, VERY FEW OF THE SELECTED 'Best airport in India/ C Asia' by Skytrax World Airport Awards 2018. Gold - Green Airports recognition 2018 by ACI in the over 35 mppa category, recognising the outstanding achievements in environmental projects on 6 March, 2018. World s Best Airport for the Airport Service Quality (ASQ) Awards 2017. Best Metro Airport award and the Airport offering best facilities for sick, elderly & physically challenged for 2017-18 by Air Passenger Association of India (APAI). The Best Domestic Airport at the WINGS INDIA AWARDS 2018 for Excellence in the Aviation sector, 2018. The INFHRA-FM Excellence Awards 2017-18 under the category of Ecological sustainability, for the implementation of green initiative, Green Seal Certified Products & Waterless Urinals Programme, 2018. Awarded the Cargo Airport of The Year India at STAT Times International Awards for Excellence, 2018.

DRK S NEWS LETTER Issue 017 6 "Excellence Award" at 7th Global Economic Summit, in the "Best Logistics Service Provider" category. 'Best Airport Staff' award in India & Central Asia at the Skytrax Awards 2017. BE Star recognition as Leader for Excellence in Customer Management. Sustainable Carbon Management Practice Award from World CSR Congress. GreenCo Award at the GreenCo Summit 2016. Inducted in the ACREX Hall of Fame for its world class design, architecture, infrastructure and operational efficiency. The first Brownfield airport to receive the 'GreenCo Gold Rating'. 'Best Airport - National' for excellence in connecting air cargo community by 'Air Cargo Agents Association of India' during the 42nd ACAAI Annual Convention. Golden Peacock National Award for Risk Management. 'Smartest Airport Building in India' and the 'Smartest Building in India' at Times of India and Honeywell Smart Building Awards, 2015. Pranaam GVK Guest Services recognized for its service excellence with the Best Customer Experience award' by Customer Experience Management Asia. Rajeev Jain, CEO, GVK MIAL was conferred with the Best CEO with HR Orientation Award at the 6th Asia s Best Employer Brand awards. Architizer A+ Award in the 'Transportation Airports' category, 2015 for being one of the best architectural structures in the world. Best Taxpayers Award by the Central Excise and Service Tax, Mumbai Zone in recognition of our outstanding contribution to the country's service tax revenues. 'Best Designed and Developed Landscape' award at the 20th Exhibition of Plants & Flowers organized by the Municipal Corporation of Greater Mumbai and Tree Authority. Best Airport from ACAAI & KALE Logistics for the third and fourth consecutive years in 40th and 41st ACAAI Conventions. Cargo Recognition Award from Swiss World Cargo for its Swiss Air Mumbai Airport station. Gold rating in Leadership in Energy and Environmental Design (LEED) India from the Indian Green Building Council (IGBC) for energy efficient, ecofriendly and sustainable terminal building design. First Indian airport to be certified ISO 10002:2004 for Passenger Complaint Handling conforming to international standards. "Special Commendation" for the Golden Peacock Award for Occupational Health & Safety. Sanjay Reddy, CEO Rajeev Jain & GVK

DRK S NEWS LETTER Issue 017 7 GVK Reddy, Sanjay Reddy & DRK Challenge Accomplished in record time! Despite existing limited capacity, MIAL also has handled over 48 million passengers in 2017-18, an increase of around three million passengers compared to last year, and is aiming to handle over 60 million passengers in the coming years. The modernization and transformation of GVK CSIA, Mumbai a brown-field project, is a one-of-its-kind unique most challenging infrastructure projects in the world, unlike any other airport development projects. With a vision to become one of the world s best airports, GVK CSIA, Mumbai has been continuously and consistently upgrading GVK CSIA, Mumbai to an airport that delights its guests by offering best in class comfort and convenience. As a frequent user of all airports, I have always admired the efficiency of operations of all segments of Mumbai airport and particularly the courtesy of the staff and the spotless cleanliness everywhere all the time. Dr. GVK Reddy is the Founder & Chairman of GVK, a diversified business conglomerate with interests across energy, resources, airports, transportation, hospitality and life sciences sectors. Over the years, Dr. Reddy has established GVK as a key infrastructure player with interests in Indian and international markets. Having begun his life as a student from rural India - Kothur village of Nellore district, Andhra Pradesh, his achievements in various sectors are unparalleled. I asked him How could you take up the most challenging task of transforming Mumbai airport into a global icon?. Padma Bhushan Dr. GVK informs me, When we took over the Mumbai airport operations and management in 2006, we had to face a lot of challenges. It was the most constrained airport in the world, but with great grit and determination, I along with my son Mr. G V Sanjay Reddy set out to accomplish a task that many had said was impossible. One of the major decisions that I would like to recollect: As per the agreement with the government, we were supposed to just refurbish and renovate the existing terminals. But I said to my son that 60 years from now, when people look at the Terminal they should associate the GVK brand with it. Hence we took the decision to demolish the entire international terminal and build a new Terminal 2 in it s place. It was a huge challenge building a new terminal even when the flight operations were going on and after overcoming innumerable obstacles, we succeeded in creating an icon. Today when people travel through Terminal 2, they are very happy and proud not just looking at the architectural marvel and the Jaya He art wall, but also with the quality of service and variety of amenities that have been provided. It is indeed a matter of pride and honour for us at GVK, that the Airports Council International has ranked Mumbai airport as the world s number 1!

DRK S NEWS LETTER Issue 017 8 Navi Mumbai Airport Domestic air traffic is growing at over 20% annually and touched 100 million passengers in 2016. The Mumbai airport handles about 40 million passengers annually. GVK has got the opportunity to yet again display its technical and managerial prowess in the airports sector after having created the award winning Mumbai airport, for developing and maintaining Navi Mumbai International Airport. We are confident of delivering the much-needed second airport for the twin cities of Mumbai and Navi Mumbai. Navi Mumbai is Asia s largest INR 17,000 crore public-private partnership airport project. Dr. Reddy added, - Regarding the Navi Mumbai International Airport, our plans are to create yet another landmark which will be distinctive and in a class of its own. With that in mind, we have appointed the world s renowned firm, Zaha Hadid Architects to design the terminal and ATC tower. We are extremely confident of delivering to the people of Mumbai, Maharashtra and the country, an airport that will meet up with the aspirations of the new generation. We remain committed towards creating, designing and managing yet another state-ofthe-art airport, and deliver a world class gateway from Navi Mumbai to the world. More promising achievements! After establishing itself as a major player in the airports sector in India, GVK has expanded its presence in Indonesia, which has strong aviation growth potential in the coming years. This will further strengthen GVK s position as a strong and reliable provider of airport infrastructure globally. This would also help promote the economic growth across the region. I think you should dress nicely for airports. You're surrounded by people coming from all walks of life. You should look your best. - Casey Neistat There are those airports which make you feel better, and there are those airports that, when you go there, your heart sinks: you can't wait to get out of there. They both function as airports, but it's the things that you can't measure that make them different - Norman Foster Because it's cheaper and easier to fly than ever before, air travel is becoming democratized. - Peter Diamandis Each and everyone of the security measures we implement serves an important goal: providing safe and efficient air travel for the millions of people who rely on our aviation system every day. Janet Napolitano Air travel is the safest form of travel aside from walking; even then, the chances of being hit by a public bus at 30,000 feet are remarkably slim. I also have no problem with confined spaces. Or heights. What I am afraid of is speed. Sloane Crosley I want my books sold on airport bookstalls. - Stephen Hawking The world is a book and those who do not travel read only one page Augustine of Hippo

DRK S NEWS LETTER Issue 017 9 FACE EVERY SITUATION WITH LOVE! The only thing we never get enough is LOVE. The only thing we never give enough is LOVE. Give love and you will always be at peace! - Dada J.P Vaswani DRK at the 100 th Birthday Celebrations of Dada Vaswani ji, Spiritual Head of Sadhu Vaswani Mission "Some people talk to animals. Not many listen though. That's the problem." A.A. Milne "I am in favor of animal rights as well as human rights. That is the way of a whole human being." Abraham Lincoln "Compassion for animals is intimately associated with goodness of character, and it may be confidently asserted that he who is cruel to animals cannot be a good man." Arthur Schopenhauer The greatness of a nation and its moral progress can be judged by the way its animals are treated. - Mahatma Gandhi Until mankind can extend the circle of his compassion to include all living things, he will never, himself, know peace. - Albert Schweitzer, Nobel Laureate "Such short little lives our pets have to spend with us, and they spend most of it waiting for us to come home each day." - John Grogan "Petting, scratching, and cuddling a dog could be as soothing to the mind and heart as deep meditation and almost as good for the soul as prayer." - Dean Koontz "Our perfect companions never have fewer than four feet." Colette If four things are followed - having a great aim, acquiring knowledge, hard work, and perseverance - then anything can be achieved. Dr. APJ Abdul Kalam LEARN TO LIVE IN THE PRESENT Everything starts with the heart. When the heart is honest and clean, God is pleased with me. Sometimes the heart can t be clean and true because it has memories of the past. If you keep courage and make a choice to bring closure to things of the past, then you can move away from those things and the sorrow they bring. When you are free from the past, then whatever pure thought you have is easily and automatically realized. Dadi Janki At the 102 nd Birthday of Dadi Janki ji, Chief of the Worldwide Brahma Kumaris Movement.