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
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
Philippines
- 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
74%
-1% compared to 2020
OTP
80%
-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.
99%
Covid-19 refund resolved
88%
credit accounts utilised
60%
+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
InfoSec
Capabilities
Highlights
Testing
- 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
0
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:
Supplier Code of Conduct
Environmental Policy
