Annual Report 2020

STAKEHOLDER ENGAGEMENT We define our stakeholders as those we impact through our operations as well as those who influence our performance and ability to meet our corporate goals. We value all our stakeholders and engage with them on a regular basis to understand their needs and expectations of AirAsia, while also helping them understand our strategies and objectives. Stakeholder Group Engagement Channels Areas of Interest How We Respond Board of Directors • Board meetings • Annual General Meetings • Corporate events • Financial performance • Corporate governance (CG) & strategies • Business development & partnerships • Human capital management • Environmental practices • Focus on enhancing our branding and expanding lines of business • Sustainability practices • Awards and accolades Employees (Allstars) • Social media • Employee appraisal • Community engagement • Online surveys • Townhalls • Cultural, sports, well-being & appreciation events • Open office layout • Diversity, inclusion & equal opportunity • Corporate Governance (CG) practices • Training & career development • Work-life balance • Fair remuneration & compensation • Security, safety & welfare • Foster inclusivity and positive relationships through employee engagement programmes • Provide frequent updates on the Group’s performance and changes in policies and procedures • Provide various training and skills enhancement opportunities • Ensure fair compensation • Provide safe and healthy working environment • Daycare centre/creche Business Partners • Regular meetings • Financial institutions & aircraft investor credit roadshows • Workshops & seminars • Global aviation finance conferences • Technical support based in RedQ • Commercial support with GE based in KL & Airbus based in Singapore • Agreeable contracts and terms • Service delivery and cost • Risk management • Regulatory compliance • Strengthen partnerships with agreeable contracts and terms Customers (Guests) • Continuous customer satisfaction surveys • Online submissions • Customer Support Live Chat Channels • Social Media Channels • Messenger Channels • AirAsia sales offices, travel & service centres • Customer satisfaction • Process efficiency • Competitive pricing & experience throughout physical/digital journey • Data privacy & security • Safety & well-being • Loyalty rewards • Provide fast and prompt attention to customer needs • Continue to increase customer satisfaction through process efficiency • Protect customers' data as well as their health and safety 97 ANNUAL REPORT 2020