5 2014/1 nd quarter 2 Editor’s Did You Know! The month of August 2014 signalled the completion that all staff and the nation can be proud of. The movements that you feel in a of the fi rst 100 days in offi ce of Air Botswana plane are not necessarily what the note General Manager Tozivazvipi B. Dahwa. In the words of the GM, “the future and continued existence of Air Botswana lies in our hands, the plane is doing. One of the GM’s priority areas has been the entrusted employees, of the airline. I am sure an improvement of Air Botswana’s on-time performance operationally reliable Air Botswana will grow to What you think the plane is doing is which has over the last quarter realized a steady become one of Africa’s top fi ve airlines, regardless of confused by the changes of speeds, the increase of up to 85%. This improvement is largely due our small population size and aff ordability base’. accelerations of the plane and the change to the concerted eff ort of staff in all operational areas of nose position. of the airline. Let this be a rallying call for all of us in our respective source: www.fl yingwithoutfear.com areas of the Air Botswana business to do our bit to Implications of an improved on-time performance have regain the confi dence and trust of the people that far reaching benefi ts beyond just experiencing fewer we proudly fl y to destinations across Botswana and delays; it is testament to the airline’s commitment . to regaining customer trust and rebuilding an Air staffstaff PROFILEPROFILE

that they are well taken care of up to the point of service. We are also working on employing where they board the fl ight to their destination. dedicated customer service personnel who will be This is a very crucial aspect of the airline which if on hand all the time to address passenger issues. not done well has implications on the image of the airline and so we work very hard to guard against Air Botswana has just occupied the new cargo such. facility as SSKIA, kindly share with us the capabilities of the new cargo terminal What are the current challenges your department faces and how are you working In comparison to the old cargo facility, the new to address those? facility has the capability to handle about 40 000 metric tonnes of cargo per year. This is signifi cantly Unfortunately, most of the challenges that we larger cargo handling capacity which presents face are outside of our scope. We rely largely on immense opportunities. The facility is also well TIME OUT WITH airport authorities to provide services where in equipped to handle all types of cargo from most cases; there are inadequate facilities for perishables to valuables etc. The proximity of the Mr. Action Kombani the traveler. Another key challenge is the lack of apron taxi-way to the cargo facility provides a very (Acting Director Customer & Ground Services) suffi cient communication with our passengers convenient and effi cient way of loading and off - during schedule disruptions. We need to work loading cargo. Please share with us what your current roles hard to leverage on the use of technology to and responsibilities are? communicate with our passengers both when It is also a one stop shop for all suppliers along the schedule is running smoothly and when there the cargo handling and shipping value chain. My current roles and responsibilities as the acting are disruptions. To address this, we are working Prior to occupation of this new facility, our Director Customer & Ground Services include the hand in hand with the Commercial Division to fi nd cargo customers had to access the various cargo effi cient provision of ground handling operations solutions to such challenges. suppliers and authorities in diff erent places now all to all airports that Air Botswana to. This includes those services are housed within the same facility airports here in Botswana, , You play a very key role in the Air Botswana for their convenience. and and also includes services passenger experience, what are some of outsourced to other ground handlers. In addition, the customer focused initiatives you have my duties are to also ensure that all ground adopted to improve on the overall customer operations are conducted in a quality manner, experience? observing all safety and security requirements in Highlights compliance with set regulations and industry best Air Botswana has a set of customer service practice. standards which have been developed to guide ● the provision of service to our passengers. We AIR BOTSWANA INTRODUCES CARGO A large component of my role is the provision continuously review these customer service of excellent customer service to Air Botswana standards with a view to improve because service FREIGHTER passengers during ground service operations. This is dynamic and the needs of customers evolve and means that as soon as our passengers arrive at the shape up all the time. On occasion, we undertake ● EBOLA OUTBREAK airport terminal, it is my responsibility to ensure customer service surveys to gauge our level

Air Botswana Plane Talk | 2nd quarter 2014/15 e-Newsletter 1 time out continues....

The airline has introduced a dedicated cargo service on the - route, what exactly does this mean?

Air Botswana now operates a cargo freighter on this route. This just simply means that our customers can now send more volumes since multitudes of people who visited the fair this our commercial aircraft do not have capacity year, Air Botswana had a stand at the Boipuso for large volumes as they also carry passengers. Hall next to other parastatal and private entities. The service is off ered two times a week on Tuesday and Saturday. In addition to sharing the airline’s fl ight information, visitors to the Air Botswana stand also got to learn How do you relax? about Teemane Club, Air Botswana’s membership programme meant to appreciate loyal passengers There is hardly ever any time to relax given the through exclusive off ers of rewards and benefi ts. nature of my responsibilities but when I get the chance, I enjoy watching football on television The airline also took the opportunity to educate or at the stadium. I’m also a passionate visitors to the stand on the benefi ts of fl ying to gardener. demystify perceptions around the cost and safety of fl ying.

AIR BOTSWANA AT THE 2014 BOTSWANA CONSUMER FAIR

Botswana’s biggest platform for consumers, the consumer fair was held at Fairgrounds from 25- 31st August 2014. As a way to interact with the

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Air Botswana Hosts Ramotswa School For The Deaf In partnership with Indaba As the children enjoyed the The trip was also meant to act as lodge, Air Botswana recently various activities and gifts, the a reward system to expose the reached out to the children of message of the day was clear, pupils to the world around them 2. Ramotswa School for Deaf, as disability is not inability. and show the direct relationship part of the airline’s ongoing in what they learn at school Corporate Social Responsibility During the same month, Air Air Botswana is committed to (CSR) Initiatives. Botswana also hosted top inspiring under - privileged and performing students from vulnerable communities to aim The airline invited the children Ramonaka Primary School high, whatever their physical for a tour of one of its aircraft (Ramonaka Village). disabilities. on Saturday 26 July at the Air 1. Air Botswana Marketing Manager Botswana hangar. The objective of the educational Thapelo Moribame giving tour was to transform the welcome remarks The tour was not just a fun mindset of the young learners, in 2. Indaba Lodge GM Ms Candice Selato outing for the children and their this case, Primary School Leaving 3. Ramotswa School for the deaf kids teachers, but also provided a (PSLE) students into driven 4. Kids getting a lesson from one of the unique opportunity to learn individuals who will compete not engineers 4. about the wonders of fl ying just at regional level but also at aeroplanes. national level academically. Air Botswana Plane Talk | 2nd quarter 2014/15 e-Newsletter 2 EMERGENCY RESPONSE EXERCISE

Emergency response plan provides for the central management and coordination of all activities s should it be necessary to respond to a major aircraft accident or other type of adverse events/incidents that may result in fatalities, serious injuries or considerable damage or a signifi cant disruption of operation.

All aircraft owned by or on lease to Air Botswana, any Air Botswana aircraft on lease or charter to another airline or company or third party and any aircraft operated on behalf of Air Botswana or operated jointly with any third party (code share) are subject to emergency procedures that are to be implemented in the event of an accident, incident or criminal act.

In readiness for any unfortunate incidents and or accidents that may occur, Air Botswana, together with its appointed consultants Blake Emergency Services carried out an Emergency Response (ER) Exercise on the 3rd July 2014 at Air Botswana’s Maintenance Hangar.

The simulated exercise was conducted on the basis of an incident involving Air Botswana’s ATR For a full and realistic simulation, members of staff on the airline’s ability to respond to an emergency 72 en-route to Johannesburg with 47 passengers were placed in voluntary roles in the establishment situation. on-board. of diff erent reception centres such as; - Survivors/Passenger reception centre As part of IATA requirements, Air Botswana will carry The exercise entailed the full activation of all - Crew reception centre out a full scale Emergency Response exercise every aspects of Emergency Response Plan, including - Friends and families reception centre 24 months. activation of; - Family Support Centre - Reunion Centre * The exercise in pictures... • Local Incident Coordination Centre (LICC) • Operations Control (OPS Control) This was done with the purpose of monitoring and • Crisis Management Centre (CMS) identify corrective actions to test and ultimately

This comes on the backdrop of the airline FREIGHTER OPERATION SCHEDULE operating from the new cargo handling From Sir Seretse Khama International Airport: facility at Sir Seretse Khama International Airport (SSKIA) which has signifi cantly larger Operating Days: Tuesday & Saturday cargo handling capabilities. Departure Time: 1400hrs Arrival Time: 1500hrs The facility also works as a one-stop cargo From Oliver Tambo International Airport: operation centre for the convenience of our customers. Operating Days: Tuesday & Saturday Departure Time: 0955hrs The cargo aircraft being operated on the Arrival Time: 1055hrs AIR BOTSWANA INTRODUCES route is a DC 4 which fl ies between the two destinations every week on Tuesday and * The Airline still continues to accommodate CARGO FREIGHTER and carry cargo on scheduled passenger services Saturday. Operation of the DC4 aircraft throughout the week. means that now Air Botswana has the Air Botswana has introduced a dedicated capacity to carry bulk cargo between cargo freighter on the Johannesburg to Gaborone and Johannesburg. Gaborone route.

Air Botswana Plane Talk | 2nd quarter 2014/15 e-Newsletter 3 LIVING THE VISION: YAME LE WENA health Every year in August, Botswana commemorates Vision Month in recognition of the country’s march towards Vision & TRAVEL 2016, Botswana’s long term vision.

The month long celebrations culminated in the national celebration which was held in the village of Kalkfontein in the Gantsi District under the theme Living the vision: Yame le Wena.

An outbreak of Ebola/Viral Haemorrhagic Activities for the week long celebrations in Kalkfontein included kgotla meetings where each department Fever (VHF) is reported in some West and parastatal had a chance to give an overview of the mandate, its role and their future plans to that African Nations (Guinea-Conakry, Liberia, village. This helped to solidify a solidifi ed network, build new and old relationships with Government Ministries, private and parastatal entities. Sierra Leone and Nigeria). There is a possibility that the number of countries affected will increase over time. PITSO All Batswana coming from affected countries shall be subjected to the Ebola screening, The 2014 Aviation Pitso was held in Maun from 18-19 passenger tracing form, quarantine for up to 21 September 2014. As a key stakeholder in the aviation days and/or isolation when necessary to protect industry, Air Botswana played a major role in the planning its citizens from Ebola disease. and coordination of the conference.

Travellers from West African countries shall be The General Manager, Mr. Tozivazvipi Dahwa facilitated a session subjected to the Ebola screening and passengers under the topic “Implementation of Letters of Agreements on tracing form while those coming from Ebola Search and Rescue: Challenges and Lessons Learnt”. In his opening of the session, the GM highlighted affected countries shall be denied entry into that unlike vehicles which travel along jurisdictional roads, airplanes traverse the globe hence the need to Botswana to reduce the risk of introducing the have agreements in place with various countries for eff ective search and rescue missions. disease. The Pitso is an annual consultative conference organised through the Ministry of Transport & What is Ebola? Communications. The conference deliberates on issues aff ecting the local aviation industry and comes up Ebola is a deadly disease caused by a virus. with resolutions to challenges and problems facing the industry with the objective to improve. How is it transmitted? It is transmitted via contact with blood or body fluids of an infected person or animal or by contact with contaminated objects. GM MEETS THE MEDIA

What are the signs and symptoms? For the fi rst time since his appointment in May 2014, Air If you happen to travel to any of the affected countries, Botswana General Manager Tozivazvipi B. Dahwa met make sure to do the following: Ebola is a deadly disease members of the local media fraternity for the fi rst time caused by a virus. Signs and Symptoms include fever, th weakness, muscle pain, headache, lower abdominal during a media briefi ng at Head Offi ce on August 27 2014. pain, sore throat, blood in the vomit, blood in sputum or stool, diarrhoea, bloody rash, and bleeding from the In his briefi ng, the GM started off by succinctly summarising his fi rst nose or other body parts and difficulty in breathing. 100 days in offi ce and what he has been able to identify for corrective action. A key success indicator for the GM in his fi rst 100 days in offi ce has been the steady improvement in on-time performance (OTP) What is the cure for Ebola? which at the time of the briefi ng stood at a respectable 80% from a previous low of just about 65%. The Currently there is no cure or licensed vaccine. GM also shared his commitment to resolving long standing issues and challenges the airline has been dealing with over the years. Who is at risk? Those who have close contact with patients particularly health workers, family members, friends and mourners who have direct contact with the dead body If you happen to travel to any of the affected countries, make EXECUTIVE SECRETARIES GET sure to do the following: TREATED! • Avoid contact with blood and other body fluids such as semen, sweat, saliva, tears, mucus International Secretary’s Day now commonly referred to • Do not handle items that may have come in contact as Administrative Professionals Day is an unoffi cial secular with an infected person’s blood or body fluids. holiday celebrated annually throughout the world.

• Avoid funeral or burial rituals that require handling This year’s commemoration was observed on September 3rd and Air Botswana took the opportunity to the body of someone who has died from Ebola. treat all of its Executive Secretaries to a lunch in celebration of the wonderful work that they do.

• Avoid contact with or handling of wild animals, or their raw or undercooked meat. The commemoration is observed in several countries to recognize the work of secretaries, administrative assistants, receptionists, and other administrative support professionals. It offi cially became a celebration • Always wash your hands with clean water and soap. in 1952 and was started mainly by Harry F. Klemfuss because he wanted more women to become secretaries. By creating National Secretaries Week and National Secretary’s Day, he encouraged women • Avoid visiting health facilities where patients with to join the work force as secretaries Ebola are being treated. [MOH, Botswana]

Air Botswana Plane Talk | 2nd quarter 2014/15 e-Newsletter 4 SAFETY MANAGEMENT SYSTEM AWARENESS TRAINING

Following an ICAO (International Civil Aviation Organization) declaration for all AFI based airlines to implement a Safety Management System as part of a safety programme document called the Doc 9859 called the Safety Management manual, Air Botswana held SMS awareness training for staff from 12-25 August 2014. The SMS framework consists of four components which are:

• Safety Polity and Objectives • Safety Risk Management • Safety Assurance • Safety Promotion AIR BOTSWANA INTRODUCES AIRPORT TICKETING Staff from Commercial, fi nance and GM’s OFFICE SERVICE FEE FOR ALL TICKETS ISSUED AT THE attended the training with operational departments still to follow. The reason behind this training was SOUTH AFRICAN AIRPORTS to make all staff aware of the safety management system and ways of promoting safety in the work place through a continuous process of hazard Air Botswana now charges all passengers who voluntarily purchase identifi cation and risk management. tickets at South African Airports an AIRPORT TICKETING SERVICE The air Botswana Head Offi ce staff was taught FEE. The fee is Applicable to issuance of all fare types at the specifi ed of hazard in the work place and aviation hazard Airports and only applies to initial ticket issuance and does not apply methodologies and risk methodologies which include avoiding, transferring, and mitigating. to revalidated, reissued, or exchanged tickets.

travelling water fi lter. Most people need seasonal fruits and vegetables at their two to three quarts of liquid per day, and organic best. Consuming foods that more in hot weather or with sweating are cooling and light -- fresh fruits, 10 Tips for staying and exercise. vegetable juices, raw vital salads, and lots of water -- will nourish your body healthy in summer 2. While enjoying the sun and outdoors, for summertime activities. Include some protect yourself from overexposure protein with one or two meals. There are to sunlight by wearing a hat and using a number of light, nourishing proteins natural sunscreens without excessive that don’t require cooking. Most of At the height of the winter season, most chemicals. Carry Aloe Vera gel for these complement fruits and vegetables people are usually quick to proclaim “we are overexposure and have an aloe plant nicely-- nuts, seeds, sprouted beans, growing in your home for any kind of soy products, yogurt, kefi r, and cottage ready for summer now, enough with this burn. The cooling and healing gel inside cheese. Fish and poultry can also be cold!” No sooner has summer arrived than the leaves will soothe any sunburn. It eaten. we again start complaining of the intense works great. heat! And so begs the question, how best 5. Take some special summer time does one survive the summer heat? Well, try 3. Keep up or begin an exercise program. with your family, kids, and friends who the following and you will be on your way to Aerobic activity is important for keeping share the enjoyment of outdoors. Plan at least managing to beat the heat. the heart strong and healthy. If you only a fun trip if you’re able and motivated work out in a health club, take some for a day or longer. Rekindling our Earth 1. Stay cool and hydrated. Drink water, at least two time to do outdoor refreshing activities connection has benefi ts that last beyond to four cups upon waking up, and similar amounts if -- hiking, biking, swimming, or tennis. this season, continuing to enrich the you are going out for activities and exercise. Carry Reconnecting with these activities will whole of your life. water with you in a hard plastic container (more help keep your body and mind aligned. stable polycarbonate rather than polyethylene that 6. Relax and breathe. You’ve been leaches plastic into the water). You may also use a 4. Enjoy Nature’s bounty – fresh working hard. This is the season to

Air Botswana Plane Talk | 2nd quarter 2014/15 e-Newsletter 5 continues.... slow the pace a bit and absorb the light that stimulates your hormonal message center. Leave your cell phone at home or take a week off from TV.

7. Sun teas are wonderful. Use fl owers and leaves (or tea bags) in to coordinate and harmonize their fl ight schedules a clear glass jar fi lled with spring with other African airlines and develop tactical water. Hibiscus or red clover alliances amongst themselves. fl owers, peppermint, chamomile, The meeting brought together Heads of Network or lemon grass are all good choices, Planning and Commercial Directors from 9 AFRAA or use your local herbs and fl owers member airlines who took note with appreciation that you learn are safe, fl avourful, of the Secretariat’s past activities for the launch the and even medicinal. Leave in the project under its previous approach in 2012. The sun for two hours or up to a whole meeting reviewed the background of the project AFRAA Spearheads Route and discussed at length the major challenges in day. Moon teas can also be made the development of tactical alliances through to enhance your lunar, dreamy side Network Coordination among code- share, Special Pro-rate Agreements (SPAs), by letting your herbs steep in the its Member Airlines commercial and marketing agreements. The airlines cooling, mystical moonlight. Add represented had an excellent forum to discuss a little orange or lemon peel, or a T he African Airlines Association (AFRAA) held a further on areas of cooperation amongst themselves sprig of rosemary and a few jasmine meeting for the launch of the Route Network Coor- during the one-to-one sessions. Members agreed to initially work to exhaust the missing code-shares fl owers. dination Project for its member airlines. The meeting was held at the AFRAA Head offi ce in Nairobi, Kenya and thereafter tackle issues such as lobbying for 5th on 14 August 2014. The Route Network coordination freedom traffi c rights on selected routes. 8. Nutritional supplements can project is an initiative of the Association aimed support you with a greater amount at engaging airlines’ Heads of Network Planning Mr. Mihretab Gebru, Marketing Offi cer –Network of physical energy, enhancing your together to coordinate and harmonize their fl ight Planning, was elected as the summer activities. The B-complex schedules with other African airlines and develop Chairman and Ms. Lucie Malu, Alliance Manager – tactical alliances amongst themselves. Africa, as the Vice Chairman of the vitamins are calming to the nervous Committee. Mr. Mihretab Gebru thanked members system and helpful for cellular According to AFRAA Secretary General, Dr. for their cooperation and contribution to the energy production, while vitamin C Chingosho, “There are many missing fl ight meeting. He was optimistic that together, members and the other antioxidants protect connections in Africa and African airlines need to will be able to realize value through the project. your body from stress, chemical work together to exploit and develop the African market then afterwards look beyond the continent. On her part, Ms. Lucie Malu thanked AFRAA for pollutants, and the biochemical providing a platform for African airlines to engage by-products of exercise. Helpful Six out of ten of the fastest growing economies are in Africa and competition is very stiff .” He added freely in a conducive environment. She said: “Kenya summer herbs are Siberian ginseng that, currently, there are more code-shares between Airways is committed to ensuring that this initiative as an energy tonic and stress African airlines and non-African airlines than will birth many great partnerships in the African protector, dong quai is a tonic for amongst African airlines. He informed the meeting continent.” women, hawthorn berry is good for that under the Route Network coordination project, (Source: AFRAA Newsletter volume 6 Issue 8) the heart, and liquorice root will help the Association aims at engaging airlines together energy balance and digestion.

9. Use the summer months to landfi ll, capable of handling the Airbus A380. Cai Li, deepen the spiritual awakening chairman of Dalian International Airport referred to begun in the spring. Begin by the new airport plan as a “timely move” as the city’s checking your local bookstore or the existing Zhoushuizi airport will have outgrown its web for ideas that interest you. Plan design capacity within fi ve years. a vacation that incorporates these new interests and provides you time Last year, Zhoushuizi airport, China’s 17th busiest, handled more than 14 million passengers, up 5.6 to read, relax, contemplate, and percent from a year earlier, offi cial statistics show. breathe. China’s airports in total handled more than 754 10. Above all, give yourself the time China plans to build an airport million passengers last year, up 11 percent from to truly experience Nature. This can 2012 and 86 percent from fi ve years ago. Congestion Dalian, a city in northeast China, plans to build happen, even in a city park, if you and delays are only set to worsen as manufacturers an airport on a 20.9 square km (8.07 square mile) estimate one new plane will take to China’s skies relax and let in your surroundings. artifi cial island to be created off its coast at a total every other day for the next two decades. When travelling, take activities for cost of CNY26.3 billion yuan (USD$4.3 billion). the family and your fi rst aid kit for The country is in the midst of a major airport bites, bee stings, and injuries. Watch The airport, with four runways, will become one expansion drive, aiming to bring the total number of for overexposure, take time in the of the world’s biggest airports created through airports to more than 220 by the end of 2015. shade, and drink your water.

Air Botswana Plane Talk | 2nd quarter 2014/15 e-Newsletter 6 Air Botswana Plane Talk | 2nd quarter 2014 e-Newsletter 7 fl ight MH17

Russia says the international investigation into the troops into Ukraine. Russia has no standing to off er advice on downing of Malaysia Airlines fl ight MH17 in Ukraine, this investigation,” she said. “doesn’t contain convincing information” and that it Churkin rejected accusations that Russia was attempting can be transparent only with more UN involvement. to disparage the investigation. He told reporters on his way The UN Security Council met, at the request of Russia, into the council that such claims were “unwarranted and to discuss a preliminary Dutch Safety Board report provocative.” that said MH17 crashed due to a “large number of high-energy objects” penetrating the fuselage. The UN political aff airs chief Jeff rey Feltman briefed the council on the preliminary results of the Dutch-led inquiry.”The conclusion supported a theory that the plane had United Nations is confi dent that the Dutch-led international been shot down by a ground-based missile. investigation has been conducted in accordance with Annex 13 to the Convention on International Civil Aviation Aircraft “The preliminary report of the DSB (Dutch Safety Board) Accident and Incident Investigation,” he said, referring to is not very informative and doesn’t contain convincing international standards for such inquiries. information about the circumstances of the crash,” Russia’s UN Ambassador Vitaly Churkin told the 15-member council. On July 21, the Security Council adopted a resolution that demanded armed rebel groups allow “safe, secure, full He said Moscow believed a transparent and objective and unrestricted access” to the crash site and that those investigation could be carried out only “with the help and responsible “be held to account and that all states cooperate participation in the investigation of the UN,” suggesting that fully with eff orts to establish accountability.” a UN envoy and assistance mission should be considered. The airliner crashed in Ukraine in pro-Russian rebel-held territory Although a small number of Malaysian inspectors and Dutch on July 17, killing 298 people, two-thirds of them from the body recovery experts reached the site, fi ghting between the Netherlands. Ukraine and Western countries accuse the rebels rebels and Ukrainian forces kept Dutch crash investigators of shooting it down with a Russian-made missile. away.Feltman said a September 5 ceasefi re in eastern Ukraine was “largely holding” but “conditions are still not conducive Russia has rejected accusations it supplied the rebels with for investigators to have full and unfettered access to the site.” SA-11 Buk anti-aircraft missile systems.”Russia made clear “The Secretary-General once again calls on all those with its real intention is not to learn about the investigation, but to infl uence on the situation to exert it immediately so as to discredit it,” US Ambassador to the United Nations Samantha create a propitious security environment for investigators,” he Power told the council. said.

“Russia is fi ghting in Ukraine. Russia has provided artillery and surface-to-air missiles to separatists in Ukraine. It has trained separatists on those surface-to-air missiles. It has moved

Air Botswana Plane Talk | 2nd quarter 2014/15 e-Newsletter 8 AppointmentsAppointments 1.Motenyane Leshane has been && PromotionsPromotions appointed as a Driver at head offi ce.

2.Medupe Seane has been appointed as Research Specialist at head offi ce, Commercial Division.

3.Mr. Evaristo Sibanda – Technical Quality Controller (Aircraft) 1 2 4.Mr. Felix Nyangani – Quality Assurance Expeditor

• Basungi Gakelebotse has been appointed as a Cashier at head offi ce, Finance Division. • Leapetswe Ramedupi has been appointed as an Engineer at head offi ce, Maintenance & Engineering Division. • Captain Moseki Chilindi – Flight Operations Performance / Quality Controller and Fuel 3 Manager

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Air Botswana Plane Talk | 2nd quarter 2014 e-Newsletter 9