Corporate Governance

Delivering positive impact across our business starts with good corporate governance and establishing strong policies and standards. Major changes have been implemented in 2021 to strengthen our sustainability attainments.

  • Establishment of Risk Management and Sustainability Committee
  • Board of Directors is responsible for setting the Group's strategic direction, including matters involving climate strategy
  • Updated Anti-Harassment Policy

Establishment of Risk Management and Sustainability Committee

Board of Directors is responsible for setting the Group's strategic direction, including matters involving climate strategy

Updated Anti-Harassment Policy

economic chart image

To advance accountability and to deliver long-term value, each department/entity in the Sustainability Working Group is responsible for their sustainability deliverables.

As climate-related risks gain prominence due to the increasing severity and regularity of climate events, Capital A undertook two Business Continuity Plan (BCP) exercises at Bangkok's Don Mueang Airport and the Cebu, Puerto Princesa and Tacloban airports in the Philippines.

Flood scenario readiness simulation at Don Mueang airport, Bangkok

  • No adverse impact on operations
  • Ability to carry out operations as per business-as-usual with remaining equipment

Business continuity activation during Typhoon Rai at

  • BCP was activated
  • All staff accounted for and reported safe
  • Business-as-usual restored in Cebu for arrival and departure flights
Guest Experience

Despite the reduction in demand for air travel and passenger traffic due to the pandemic, our load factor dropped by only 1%. Nonetheless, we have maintained our OTP at 80%.

Load Factor


-1% compared to 2020



-5% compared to 2020

Overall, our customer satisfaction (Net Promoter Score) remained above the industry’s average. Understanding our customers’ needs and concerns, by the end of Q1 2022, we have addressed most of their enquiries.



Covid-19 refund resolved



credit accounts utilised


+8% compared to 2020

Net Promoter Score

In 2021, we were awarded by local and global recognition from well-known industry as:

Technology, Innovation & Information Security

From the start, Capital A has been technology driven, leveraging technology to reduce costs and pass on the savings to guests. From an early adopter of online flight bookings to the present day, we have developed a robust digital infrastructure and enhanced our artificial intelligence. Continuing our digitisation and digitalisation journey, several new innovations were introduced in 2021.

Launched FACES, contactless check-in at klia2

Standardised Health Travel Pass mechanism to verify guests’ health data

Network modernisation through virtualisation using Software-defined Wide Area Network for high quality user experience

Digitalisation of Ground Operations’ documents to Digital Trip Files

Going hand-in-hand with our technology drive is the need to strengthen our cybersecurity governance. Among the priorities of the Group Information Security Department are:

  • Obtained ISO 27001:2013 - Information Security Management
  • Certified to Payment Card Industry Data Security Standards (PCI DSS)
  • Developed annual information security awareness programme for Allstars
  • Organised its Cybersecurity framework in accordance with the US National Institute of Standards and Technology (NIST)
  • Formalised pillars of Information Security

InfoSec Capabilities Highlights

Governance, Risk Management & Compliance
  • Payment Card Industry Data Security Standard (PCI DSS) & ISO 27001 Certification
  • Policies and Procedures
  • Security Awareness Programme
  • Third-Party Risk Management
Information Security Operations (SecOps)
  • Security Monitoring
  • Incidence Response
  • Threat Intelligence
  • Infrastructure Management
  • Support & Reporting
  • Vulnerability Assessment
  • Penetration Testing
  • Technical Spec Review
  • Bug Bounty
  • Security Advisory
Data Security & Privacy Protection
  • Data Governance
  • Awareness Education
  • Data Disclosure Control
  • Fulfilment of Data Subject's Rights
  • Sensitive Data Monitoring

With effective capabilities and controls, our Information Security team has been able to prevent cybersecurity attacks on our system.

Information Security


cybersecurity breaches

Supply Chain Management

We strive to encourage sound ESG practices across our supplier chain. In 2021, we conducted due diligence on our critical suppliers. Our preference is to source locally if possible, with consideration of user specifications, quality and compliance requirements, supply chain dynamics and other commercial issues in our vendor selection process.

Our expectation is that our suppliers, vendors, contractors, consultants, agents and other providers of products and services who are doing business with us to comply to the following policies:

Learn More About Our Sustainability Pillars