We value our stakeholders’ feedback and their perspectives are taken into consideration for the organisation’s growth strategies to create long term shared value.
Our stakeholders are divided into 9 main groups, namely, Board of Directors, government agencies, customers (passengers), communities, media, investors, Allstars (employees), financial institutes and business partners.
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Government Agencies
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Stakeholders 1. Government Agencies
Stakeholder Benefits
- Good relations
- Public Travel Safety measures
- Alignment of objectives and directions
Expectations/Interests
- Good Corporate Governance and transparent disclosure
- Cooperation and collaboration between government and private sectors
- Compliance with government laws, regulations and requirements
Response to Expectations/Interests
- Cooperation and collaboration, compliance with government policies, orders, regulations and laws such as fare rates and safety measures
Channel and Frequency of Engagement
- Discussions with government agencies and regulatory bodies
- Monthly reports to government agencies
- Regular participation in government activities and programs
- Work closely within Thailand’s aviation development network (NTCAD)
- Regular support for domestic and international tourism policies from the Tourism Authority of Thailand
- Participation in activities of local agencies and organisations that promote Thai culture
- Monthly compliance with government prescribed COVID-19 prevention measures
- Applied for government assistance to airlines, to reduce key capital costs to support business continuity amid the COVID-19 pandemic
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Customers (Passengers)
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Stakeholders 2. Customers (Passengers)
Stakeholder Benefits
- Safe and on-time travel
- Products and services that meet lifestyle demand
- The creation of shared value through the value chain
Expectations/Interests
- Safe travel
- On-time flights
- Seamless, convenient travel experiences
- Products and services that adapt to changing demands
- Quality, legal and safe products
- Novel and attractive products
Response to Expectations/Interests
- Establishment of workgroups to respond to passenger demands directly
- Take remedial action in response to customer complaints to avoid repeated issues and losses for both parties
- Regular application of Customer Satisfaction Surveys
- Improved products and services that add value throughout the value chain
Channel and Frequency of Engagement
- Quarterly Customer Satisfaction Surveys
- Complaints accepted 24/7 via employees, Live Chat or Chatbots, AirAsia website, Super App mobile application and social media channels
- Customer meetings at AirAsia Sales Offices, AirAsia Travel & Service Centres during daily operating hours
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Community, Society, Environment
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Stakeholders 3. Communities
Stakeholder Benefits
- Minimisation of environmental impact due to business operations
- Compliance with environmental laws
- Promotion of responsible tourism awareness
- Support for activities that create shared value throughout the value chain
Expectations/Interests
- Impact on communities, society and the environment resulting from the Company’s operations
- Transparent and accountable operations
- Cooperation with government agencies
- Activities that promote and build participation in driving sustainable tourism
Response to Expectations/Interests
- Adherence to Company policies for the minimisation of social and environmental impact
- Transparent communication and input from employees and stakeholders opinions
- Public seminar to educate on sustainability knowledge e.g. Sustain Me Talk with Chiang Mai University
- Open Houses and tours at AirAsia Academy
Channel and Frequency of Engagement
- Airline services integrity
- Public forums at least once a year
- Tours and open houses at least once a month
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Allstars (Employees)
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Stakeholders 4. Employees (Allstars)
Stakeholder Benefits
- Necessary training for duties
- Decrease in workplace incidents
Expectations/Interests
- Occupational Health and Safety
- Salary and benefits
- A fair and transparent work environment
Response to Expectations/Interests
- Provision of channels for employees to communicate their opinions and request directly to management e.g. Santisuk’s Post Box, AskPAC, chatbot, email
- Occupational Health and Safety management
- Fair salary and benefits management
- Constant employee development
Channel and Frequency of Engagement
- Communication via internal electronic channels including email, Google Workspace
- Quarterly employee performance review
- Weekly management discussions
- Quarterly operations meetings
- Weekly Coffee Talk between CEO and heads of departments
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Investors
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Stakeholders 5. Investors
Stakeholder Benefits
- Accurately and timely access to information
- Upholding of investor rights as per legal regulations
- Confidence in the Company and investment opportunities in Company stocks and bonds
Expectations/Interests
- Business competitive advantage and return on investment
- Risk management
- Good Corporate Governance and transparent disclosure
Response to Expectations/Interests
- Transparent disclosure of information in accordance with Thai and international standards
- Opportunity for shareholders to express their opinions including discussing Company performance
Channel and Frequency of Engagement
- Quarterly high-level executive operations summary
- Regular domestic and foreign investor meetings
- Annual shareholder meeting
- Investor visits, once a year as appropriate
- Timely disclosure of information on Company website
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Business Partners
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Stakeholders 6. Business Partners
Stakeholder Benefits
- Confidence in business operations
- Employment of innovations for the development of products and management
Expectations/Interests
- Honest operations
- Enhanced competitiveness
- Future direction of business
- Collaboration and continuous support for product quality
- Transparent Procurement, and business partner evaluation
- Delivery of goods that meet standards and legal requirements
Response to Expectations/Interests
- Extensions on partner credit terms
- Efficient and standards meeting operations, meeting of stakeholder expectations
- Participation in programs for the enhancement of safety with engineering & maintenance business partners
- Effectiveness and in line with stakeholders’ expectation
- Compliance with government requirements for food safety standards
Channel and Frequency of Engagement
- Meetings, workshops, observational visits
- Conferences with aircraft and parts manufacturers to receive the latest updates
- Representatives of aircraft manufacturers to visit Thai AirAsia
- 24-hour contact channel between Thai AirAsia engineering team and aircraft manufacturers
- Operation and performance reports including annual business partner evaluation
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Financial Institutions
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Stakeholders 7. Financial Institutions
Stakeholder Benefits
- Accomplishment of business targets within acceptable risk parameters
Expectations/Interests
- Company’s competitive advantage
- Risk management
- Good Corporate Governance and transparent disclosure
- Financial policies appropriate to the business environment and Company strategies
Response to Expectations/Interests
- Operational returns disclosure according to international standards
- Hearing for recommendations and opinions on business processes
Channel and Frequency of Engagement
- Meetings, discussions and conferences on returns and project outcomes, twice a year
- Communication on different transactions throughout the year
- Monthly notifications and reports on transactions
- Quarterly seminars and conferences on economic, financial market and capital market developments
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Media
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Stakeholders 8. Media
Stakeholder Benefits
- Official updates on news beneficial to the public
- Exchanges with employees on Company vision and perspectives
- Foster good relations
Expectations/Interests
- Transparent and accurate Company information
- Timely and speedy news responses, especially in crisis situations
- Company visions and perspectives on the industry as a leader in the low-cost carrier industry
Response to Expectations/Interests
- Briefing on current circumstances at least once a quarter
- Bolstering confidence towards Company’s stability
- Establishment of a news community including a LINE group for the Corporate Communications Department and media groups
- Foster a Corporate Communications Department culture based on managing communication, ready contact and the presentation of timely and accurate updates, especially in crisis situations
Channel and Frequency of Engagement
- Dispatch Company press releases via Email and LINE Group at least two times a week
- Press conferences each quarter Annual meeting with the press
- Regular participation in seminars, forums, etc. organised by media establishments and direct and indirect sponsorship of media activities
- Communication with media via online channels