Annual Report 2020

Sustainability Statement Our guest-facing initiatives led to AirAsia being awarded a seven-star Covid-19 rating, the highest rating possible, in an assessment by Airlineratings.com. We met all seven criteria of Covid-19 compliance: website information on Covid-19 procedures; face masks for passengers; personal protection equipment for the crew; modified meal service; deep clean of aircraft; personal sanitiser kits; and social distancing onboard. For Allstars, we practised split team operations, and those reporting to work were required to adhere to our Safe@Work Guide, launched in April 2020. This encompasses up-to-date information on Covid-19, reporting processes, work arrangements and resources available for working safely. A Safe@Work e-learning module was also developed to ensure compliance and has been made compulsory for all. As of end 2020, a total of 16,777 Allstars had completed the module. To keep Allstars updated on relevant information: • We post news flashes on Workplace using Announcements@AirAsia, Announcements@Safe Flying and Safety@AirAsia. The latter includes a weekly segment on Safety News with Chief Safety Officer Captain Ling Liong Tien, and updates on safety issues, including the progress of Covid-19 handling in the aviation industry. • We also created a Knowledge Library on Workplace called Safe@AirAsia,which consists of Safe Flying – on Allstar and guests’ safety; and Staying Informed - important reads and data from reliable sources. Meanwhile, we also launched FlySafe Ambassador Training, which was designed in-house in collaboration with Cabin Crew, Ground Operations, Ramp, Baggage, Customer Happiness and Brand Insights. The training covers AirAsia’s Safe Flying and Safe@Work policies, and prepares Allstars to answer any safety-related guest queries. As at end 2020, more than 6,000 Allstars had attended 96 sessions. Mental Health Recognising that it is a time of great emotional stress, we invested in multiple channels to ensure Allstars’ mental and emotional well-being. Allstar Peer Support In June 2020, AirAsia expanded the scope of our Operations Critical Incidence and Stress Management (CISM) team to extend peer support services to Allstars. The CISM team comprises pilots and cabin crew trained to handle the emotional support needs of co- workers who experience distressing incidents onboard during the course of their duties. To cover the broader needs of Allstars during the pandemic, advanced training was provided by an appointed professional counsellor to the 70 CISM peer supporters and an additional 100 volunteers from multiple departments from across the Group. To maintain anonymity and manage the case load, a chatbot was introduced to receive enquiries and assign them to five categories of Work, Finance, Health, Personal and Others. Each request is picked up by a peer supporter within 24 hours, and cases requiring referrals are directed onwards to AirAsia’s professional counsellor. As of end 2020, about 500 Allstars had sought help through the platform. The volunteers meet online once a month to share and learn from each other. Recurrent training and mental health talks are also conducted periodically to enhance the knowledge and skills of the peer supporters. The programme has helped Allstars cope with the impact of the ongoing uncertainties and challenges. Allstar Health Coach Partnering with digital health and wellness brand Naluri, we launched the Allstar Health Coach, an interactive and educational online programme that provides the following key features: • Digital health companion • Professional coaching by doctors, dietitians, fitness coaches, pharmacists, executive coaches and financial planners • Financial planning to a healthier wallet • Photo Food Journaling to keep count of calories intake • Online assessments to identify at-risk individuals As at end 2020, about 2,000 Allstars Group-wide had signed up for the programme. 120 AIRASIA GROUP BERHAD