Stakeholder Engagement

Changes to the economy, society, technology and business competition have resulted in increased complexity in the behaviors and expectations of passengers and our various stakeholders.

Thai AirAsia divides its stakeholders into five groups; government agencies, customers (passengers), communities, Employees (Allstars), as well as investors and business partners, and is always seeking to study the interests, perceptions and expectations of these groups via surveys and direct feedback, seeking the most complete picture possible to inform the development of its business in response to their needs and to create long term shared values.

Government Agencies

Stakeholders Communication/Feedback Channel Frequency Expectations/Key Issues

1. Government Agencies

  • Take part in meetings with administrative executives and state organisations
  • At least 5 times
  • Government agencies issue licenses and oversee Thai AirAsia as a business entity.
  • Report outcomes to government agencies
  • Monthly
  • Thai AirAsia must adhere to laws, work within state regulations and understand its economic, social and environmental issues.
  • Take part in government agency activities and program
  • Monthly
  • Work in line with Thailand's domestic and international tourism promotion policies
  • At least 3 projects
  • Joining in the efforts of agencies to promote tourism boosts traveller numbers and the company's own image. Tourism agencies expect Thai AirAsia to take part in activities and projects to boost demand for domestic and international tourism.

    Good relations with government agencies in the provinces served by Thai AirAsia help to smoothen coordination and collaboration. Expectation for Thai AirAsia is that it will support various activities.

Customers (Passengers)

Stakeholders Communication/Feedback Channel Frequency Expectations/Key Issues

2. Customers (Passengers)

  • Customers (Passengers) Intake passenger opinions via the Customer Satisfaction survey
  • Survey Customer Satisfaction Quarterly
  • Businesses must understand their customers to ensure their satisfactions and motivate them to return. Thai AirAsia customers expect a variety of destinations, safety, on-time service, convenience and channels of communication when needed.
  • Receive feedback and complaints via the Call Centre Live Chat, Twitter (Ask AirAsia)
  • Daily Office Hours and 24 Hours a Day for Live Chat
  • Meet with customers at Thai AirAsia Sales Offices, Thai AirAsia Travel & Service Centres
  • Daily Office Hours


Stakeholders Communication/Feedback Channel Frequency Expectations/Key Issues

3. Communities

  • Regularly hold on-site visits to develop and support tourism via Journey D
  • Hold Monthly Meetings in 4 Communities and Conduct On-Site Visits Throughout the Year

    Hold 6 Workshops per Community

    Hold 6 Test Trips per Community (Total 24 Trips)
  • Thai AirAsia looks to be a part of supporting community strength and sustainability.

    Good relations and shared long term values create trust between us and communities, bolstering our brand strength.
  • Hold activities supporting travel equality via AirAsia Friendly Design project
  • 3 Times To promote awareness of accessibility and support travel for people of ages and circumstances
  • Hold Thai AirAsia "Truly Low Fares, Trusted Quality Flea Market" events in service of communities and society
  • 3 Times
    January: Kasetsart University, Bangkok
    February: Chiang Rai
    April: Phuket
  • Hold activities supporting health via Thai AirAsia Fly To Dreams Tennis Tournament; donate sporting equipment, football fields, basketball courts to communities; support football clubs; organise football clinics, fly national team football players to teach youths
  • 1 Time per month on average


  • Activities that are able to communicate with and reach the media such as press conferences, group interviews, and etc.

    Press releases
    Inaugural flights
    Familiarisation trips
    Media visits
  • 20 Times
    (12 abroad, 5 in Bangkok, and 3 in other regions)

    79 Press Releases
    21 Times
    17 Trips
    5 Media Visits
    (1 in Bangkok, 4 in other regions)
  • Thai AirAsia looks to be part of community's strength and sustainability supporter.

    Good relations and shared long term values create trust between us and communities, bolstering our brand strength.

Employees (Allstars)

Stakeholders Communication/Feedback Channel Frequency Expectations/Key Issues

4. Employees (Allstars)

  • Regular internal electronic communication via Workplace by Facebook
  • Daily
  • Staff are the main drivers & at the heart of Thai AirAsia, providing values to our customers. Thus, it is important that they understand the company's needs, challenges and inspirations, so that they may initiate projects and activities in line with company policies. Staff expect the company to hear their ideas, laud their achievements, fairly assess and reward, and continually develop their capabilities.
  • Regular internal staff evaluations
  • Every 6 Months
  • Meetings to exchange views with executives
  • Weekly
  • Operations meetings
  • Monthly
  • Staff engagement activities through Allstars Do Good campaign which encourages staff to volunteer according to their specialties
  • Monthly
  • Creation of opportunities for staff to showcase their abilities ie. Sports clubs
  • Daily


Stakeholders Communication/Feedback Channel Frequency Expectations/Key Issues

5. Investors

  • Results Briefing by Management
  • Quarterly
  • Investors mainly require access to information that is accurate, consistent, on-time and timely. The information must be disclosed with transparency, neutrality and fairness to support investment decision.
  • Local and International Non-Deal Roadshows
  • 13 Times
  • Annual General Meeting
  • Annually
  • Site visit
  • Annually
  • Company's website
  • Always

Financial Institutions

  • Meeting, conference and discussion about operational results and company's projects
  • 2 Times per year
  • Support from financial institutions strengthens our business, grows our fleet and allows us to acquire aircrafts as targeted. Financial institutions expect us to grow as per target and maintain fiscal discipline.
  • Coordination on transaction procedures
  • Throughout the year
  • Inform and deliver data and reports about the transactions
  • Monthly
  • Seminar and academic meeting about economic condition, financial market and capital market
  • Monthly

Business Partners

Stakeholders Communication/Feedback Channel Frequency Expectations/Key Issues

6. Business Partners (aircraft manufacturers, engine manufacturers, aircraft repair centres)

  • Meetings, conferences, phone calls, workshops, communications via representatives
  • Monthly
  • Thai AirAsia must work with aircraft and engine manufacturers as well as aircraft repair centres. Apart from being partners, aircraft and engine manufacturers provide operational support to Thai AirAsia such as daily maintenance check and provide consultation about repair, ensuring that our aircraft operate optimally. They also receive product feedback from us and share the repair procedures with other airlines, bettering the aviation industry as a whole.
  • Teleconferences with manufacturers for updates
  • Monthly
  • Aircraft and engine manufacturers visit the Thai AirAsia fleet
  • 2 Times per year
  • Meetings with aircraft and engine manufacturers
  • Yearly
  • 24 hour chat room for engineering teams from both Thai AirAsia and manufacturer
  • Always