We define our stakeholders as those we impact through our operations as well as those with a vested interest in our operations. Our stakeholders are grouped into 10 categories with which we maintain open and ongoing dialogue through various engagement channels. Stakeholder Group Engagement Channels Areas of Interest How We Respond • 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 Board of Directors • 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 Employees (Allstars) • 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 • Continuous customer satisfaction surveys • Online submissions • Customer support live chat channels • Social media channels • Messenger channels • AirAsia sales offices, travel & service centres • Agreeable contracts and terms • Service delivery and cost • Risk management • Regulatory compliance • Customer experience • Process efficiency • Competitive pricing & experience throughout physical/digital journey • Data privacy & security • Safety & well-being • Loyalty rewards • Strengthen partnerships with agreeable contracts and terms • 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 Business Partners Customers (Guests) Stakeholder Engagement 1 0 0 C A P I T A L A B E R H A D Introduction (cont’d.)
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