Our Entities S U S T A I N A B I L I T Y S T A T E M E N T A N N U A L R E P O R T 2 0 2 1 1 5 5 Most of our non-airline businesses are relatively new and have only recently embarked on the journey of monitoring and reporting on their sustainability initiatives. During the 2021 materiality survey, we asked our stakeholders to assess the material matters that they believe our entities should consider. This, together with our entities’ own input and industry best practices, enabled us to identify the most pertinent matters related to their businesses. Moving forward, all our entities will strengthen their sustainability performance and expand on their disclosures. AIRASIA SUPER APP Guest Experience Technology Innovation and Information Security Health & Safety airasia Super App is a travel-led lifestyle platform for everyone. In this report, airasia Super App will be disclosing its initiatives and performance under the following material matters: GUEST EXPERIENCE The different platforms on our Super App have their own policies and service level standards to drive a constantly high level of customer experience. Service Policy/Commitment airasia food • Customers to receive meals within 45 minutes from ordering, with up-to-date notifications • Ensuring >95% completion rate (allowing for unforeseen circumstances, eg inclement weather) • Riders to be well-groomed with clean/neat delivery bags airasia xpress • Customers to receive shipments within one hour for 'Instant' service and four-six hours for 'Same Day' service, with up-to-date notifications • Ensuring >95% completion rate (allowing for unforeseen circumstances, eg inclement weather) • Riders to be well-groomed with clean/neat delivery bags airasia ride • Customers to be picked up within 10 minutes from booking their ride • Ensuring >85% completion rate (allowing for cancellation due to unforeseen circumstances, eg weather) • Well-groomed drivers with clean and well-maintained cars Hotels & SNAP • Instant confirmation for customers • Live chat (AVA), email/eform and social media to support customers and partners Flight OTA • Instant confirmation but can go up to 24 hours for bookings to be confirmed • Live chat (AVA), email/eform and social media to support customers and partners
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