Annual Report 2019

MATERIAL MATTERS SUSTAINABILITY INDICATORS LINK TO MANIFESTO KEY INITIATIVES KEY OUTCOMES VALUE CREATED Customer Relationship Management GRI 416, GRI 418 Pre and post-trip online surveys to collect feedback from customers NPS score increased from 31 points in 2018 to 38 points in 2019 Create faster and more personalised services to customers Supply Chain Management GRI 102, GRI 204, GRI 308, GRI 414, DJSI-SAM CSA 1.7 • Supplier Code of Conduct (SCOC) • Contract Policy • Supplier Performance Evaluation Policy 35.1% local suppliers Reduce cost and supply risk, whilst ensuring the quality of products and services comply with local and international standards Efficiency & Reliability GRI 103, DJSI-SAM CSA 1.10, 1.11, 1.13 • RNP-AR • OptiClimb • Cost and fuel- efficient aircraft (A321neo) • One of the World’s Top 20 most punctual airlines • Fuel savings by 10% Ensure cost- efficient operations whilst upholding the highest level of trustworthiness Corporate Governance & Conduct GRI 102, GRI 205, FTSE4Good Anti-Corruption & Corporate Governance, DJSI- SAM CSA 1.1, 1.4, 1.6 • Code of Conduct • Whistleblowing Policy • Conflict of Interests • Disciplinary Policy • Workplace Search Policy • Remuneration Policy • Board Diversity Policy • “Do it Right” Session Profound identification of ethical and non- compliance cases Establish a transparent and fair management culture within the Group Technology & Innovation • Cloud consolidation • eBoarding Pass • Refunds Processing System Resources and costs reduction Drive innovation, deliver quality products, reduce costs, enhance customer services and opt for new growth and opportunities 132 MORE THAN JUST AN AIRLINE > SUSTAINABILITY STATEMENT (CONT’D) ECONOMIC