Critical success factors for inflight catering services: Singapore Airport Terminal Services' practices as management benchmarks

Abstract

The Singapore Airport Terminal Services (SATS) Inflight Catering has maintained a 47-year zero-food-poisoning record. SATS Catering has also been the first flight kitchen to be awarded the ISO 9002 Certificate for production of inflight meals. It has contributed significantly to Singapore Airline's success in providing excellent inflight services. A strong sense of mission coupled with management experience and culinary professionalism have resulted in the establishment of many joint-venture kitchens all over the world through equity participation. Unveils the critical success factors of SATS Catering as management benchmarks for other companies.