Annual Report 2020

Awards & Recognition Despite the pandemic, we continued to maintain excellence in service and hospitality by adapting to the constantly changing rules and regulations, while keeping the well-being, health and safety of each guest our priority. This led to AirAsia being awarded the following at the 2020 World Travel Awards: • Asia’s Leading Low-Cost Airline 2020 • Asia’s Leading Low-Cost Airline Cabin Crew 2020 AirAsia was also recognised for our outstanding contributions in the transport of critical medical and protective supplies to communities in China during the pandemic, and was awarded the Premium Selected Social Responsibility Pioneer Airline of the Year at the 2020 Premium Travel Awards. Meanwhile, Customer Happiness specifically received the following awards from Contact Centre Association of Malaysia (CCAM) in 2020: • Best Digital Innovation Award (Silver) • Best Business Continuity Plan Implementation in a Contact Centre Award (Silver) CORPORATE GOVERNANCE AND CONDUCT Integrity forms the cornerstone of our operations. The trust of our stakeholders is critical to our sustainability, and we seek to inspire confidence in our ability to deliver ethical as well as transparent operations. Our Board of Directors ensures that AirAsia serves our stakeholders’ interest via sound principles of governance as advocated by domestic and international regulators. [For more on our Corporate Governance, please refer to the Corporate Governance Overview Statement on pages 139 to 146.] Various policies and procedures are in place to create a culture of integrity that permeates all our actions and decisions. These are reflected in the table below. Code of Conduct Sets out standards of ethics for everyone representing AirAsia, covering our work culture, conflict of interest, confidentiality of information, good practices and controls, duty and declaration. The Code also states clearly that disciplinary action will be taken for any breach of its principles. Anti-Bribery and Anti-Corruption Policy Defines and identifies steps to prevent bribery and conflicts of interest while guiding our actions in response to: - Gifts & hospitality - Dealing with partners, suppliers & public officials - Political contributions - Sponsorships & charitable donations - Facilitation payments Whistleblowing Policy Provides a platform for Allstars and third parties to report any instance of unethical behaviour, while protecting whistle-blowers from reprisal as a consequence of making such disclosure. Conflict of Interest Policy Provides guidelines and procedures on situations that could create conflict of interest such as receiving or offering gifts, with the objective of enabling accountability and transparency. Disciplinary Policy Sets out procedures to handle any breach of established norms/Code of Conduct ensuring impartiality and fairness to support a just and non-threatening work environment. Workplace Search Policy Affords Group Security the right to conduct searches on Allstars in areas where AirAsia operates to prevent misconduct. Remuneration Policy Provides clarity on remuneration structures and practices for Board of Directors and Allstars, consistent with our principles and market practice. Board Diversity Policy Ensures a mix of experience/expertise and good representation of independent as well as female directors for balanced and fair decision-making. 103 ANNUAL REPORT 2020