Annual Report 2020

AIRASIA’S RESPONSE TO COVID-19 While the pandemic brought international flights to a standstill, domestic flights have by and large continued, though at significantly lower frequencies. The downtime provided AirAsia with the opportunity to focus on building our digital businesses, and enabled our successful pivot from being just an airline into a digital lifestyle company. At the same time, our priority throughout this period has been to uphold our “People First” and “Safety Always” Values thus ensuring the safety of our guests and Allstars. This has been achieved by adhering to all standard operating procedures (SOPs) issued by the relevant authorities in our regional operations. For ease of reference, we compiled these SOPs into a Covid-19 Operational Guidance Handbook which was circulated to all departments and AOCs within the first three months of the pandemic. Further underlining our commitment to safety, we have continued to conduct internal operational audits to ensure compliance with International Air Transport Association (IATA) requirements. A Remote Assessment Programme SOP was developed specifically for the purpose of replacing physical audits. For more details on our response to Covid-19, please refer to the Economic, Environmental and Social sections of this report. EMPLOYEES GUESTS ENTERPRISES Reinforced Health & Safety Procedures & Measures Developed Covid-19 Operational Guidance Handbook, provided PPE and enforced social distancing Contactless Processes Scan2Fly, Passenger Reconciliation System, FACES “S.O.S Campaign” for local businesses Platform for merchants to market their products with zero listing fee Allstar Health Coach An online health companion for all Keeping Allstars Safe & Connected Various online activities/ employee engagement Strengthen Customer Service 155 pilots & cabin crew volunteered to help our CH department to resolve guests’ enquiries Destination GOOD.com for social enterprise Physical and online store for ethically made goods Upskilling & Reskilling of Allstars Platforms and opportunities for Allstars to learn new skills Allstar Peer Support Programme Emotional support to those who experience stress while on duty Enhanced Health & Safety Measures Aircraft sanitisation, modified meal service, personal sanitiser kits Support for our Furloughed Allstars Aid to find employment with prospective employers 93 ANNUAL REPORT 2020