79 O N E R E P O R T 2 0 2 2 OVERVIEW BUSINESS OVERVIEW AND PERFORMANCE CORPORATE GOVERNANCE FINANCIAL INFORMATION SUSTAINABLE BUSINESS DEVELOPMENT Stakeholder Engagement Customers (Passengers) • • • Safe and on-time travel Products and services that meet lifestyle demand The creation of shared value through the value chain • • • • • • 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 • • • • 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 • • • 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 Allstars (Employees) • • Necessary training for duties Decrease in workplace incidents • • • Occupational Health and Safety Salary and benefits A fair and transparent work environment • • • • 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 • • • • • 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 Stakeholder Stakeholder Benefits Expectations/Interests Response to Expectations/Interests Channel and Frequency of Engagement
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