AirAsia Philippines Business Continuity Activation during Typhoon Rai (Odette) On 18 December 2021, the BCP was activated for Cebu (CEB), Puerto Princesa (PPS) and Tacloban (TAC) stations in response to Typhoon Rai. The cities of Cebu and Tacloban were severely impacted, experiencing loss of telecommunications infrastructure and disruption of electricity and water supply in many areas. However, the airports were still accessible and powered by generators, enabling the teams to access internet and communications infrastructure to operate flight-related systems. No AirAsia aircraft was stranded or based in these stations at the time of the incident, and no major equipment damage was reported. While we continued situational monitoring, our teams in Manila loaded essential supplies such as food and sanitation items for affected Allstars on our first flight into Cebu after the typhoon. Distribution of essential items to Allstars as flights resume at PPS airport Despite severe disruption to air travel during the year, we continued to be guest-obsessed and ensured that all guests who flew AirAsia had the best possible experience from the time they booked their flights until they left the aircraft at their destination. The happiness of our guests is the sole function of our Customer Happiness (CH) Team. The team, which has been ISO 1002:2018 (Customer Satisfaction, guidelines for complaints handling)-certified, has access to an Empowerment Matrix that helps them resolve issues and complaints as these are reported. In 2021, we transitioned 95% of our CH Allstars to working from home. For our team’s own happiness and well-being, daily huddle calls were organised while team leaders actively monitored work and rest hours to ensure a healthy work-life balance. In addition, starting 2020, all Allstars, including CH team members have access to our internal peer support team for assistance. Allstars requiring support may reach out anonymously via our EkoChilli platform and a peer supporter will respond via their preferred communications channel within 24 hours. GUEST EXPERIENCE Test Activity Impacted Locations Departments Date Outcome/Results BCP activation – Natural Disaster: Typhoon Cebu (CEB), Puerto Princesa (PPS), Tacloban (TAC) Airports Ground Operations Flight Operations Cargo Communications 18 December 2021 BCP was activated in tandem with transportation of essential supplies to Cebu 27 December 2021 All staff accounted for and reported safe Business-as-usual restored in Cebu for arrival and departure flights including mobilisation of reservists 11 January 2022 Stand down of PAA Red Code Following a review of the BCP activation, it was determined that satellite phones and generator sets should be provided to all Philippines stations that are susceptible to prolonged power cuts and telecommunications disruptions due to natural or climate-related disasters. 1 0 8 C A P I T A L A B E R H A D Economic (cont’d.)
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