Annual Report 2019

STAKEHOLDER GROUP ENGAGEMENT MODE FREQUENCY *MATTERS OF INTEREST HOW WE RESPOND Customers (Guests) Call centres Available in 15 countries, operating hours provided on airasia.com • Customer Relationship Management • Efficiency & Reliability • Health & Safety • Information Security & Privacy • Technology & Innovation Theme 1: Economic Theme 3: Social Customer Satisfaction surveys Annually Online submissions 24/7 in 8 languages Live chat/AVA 24/7 in 8 languages Twitter 24/7 (English & Bahasa Malaysia) AirAsia sales offices, travel & service centres Location & operating hours available on airasia.com Investors Investor meetings & conference calls When required/available • Corporate Governance & Conduct • Operational Eco- efficiency • Health & Safety • Brand Management • Customer Relationship Management Theme 1: Economic Theme 2: Environmental Theme 3: Social Annual General Meetings & Extraordinary General Meetings Annually – please refer to 2019 Financial & Investor Calendar on page 36 Investor Relations’ website 24/7 Investor briefings by Senior Management Scheduled and/or ad-hoc – please refer to 2019 Financial & Investor Calendar on page 36 Market Analysts Analyst briefings Scheduled and/or ad-hoc • Brand Management • Corporate Governance & Conduct • Customer Relationship Management • Efficiency & Reliability • Information Security & Privacy Theme 1: Economic Media interviews & releases When required/available Regulators/ Governmental Bodies Face-to-face meetings Schedule and/or ad-hoc 4-6 times per week • Efficiency & Reliability • Risk & Crisis Management • Brand Management • Corporate Governance & Conduct • Customer Relationship Management Theme 1: Economic Parliamentary sessions 8 to 10 informal and formal meetups per year and as and when required Formal meetings between government officials initiated with AirAsia Every week/month depending on lobbying efforts and issues at hand Tours and familiarisation visits to AirAsia 8 to 10 visits yearly 122 MORE THAN JUST AN AIRLINE > SUSTAINABILITY STATEMENT (CONT’D)