97 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 randing & Engagement • All cabin crew are representatives of the AirAsia brand • All cabin crew are participants in the communication of the Company’s policies and activities to the public rooming • It is the duty of all cabin crew to maintain a good public image as brand ambassadors for AirAsia evenue • It is the duty of all cabin crew to generate revenue for the Company through the sale of products and to meet sales targets nforcement of Safety • All cabin crew must adhere to SOPs and SEPs for the safety of themselves and their colleagues • All cabin crew must be aware of and prioritise safety for the confidence of passengers on all journeys ttitude & Habit • All cabin crew must maintain a positive attitude towards service and take responsibility for their duties actical & Consistent • All cabin crew must be able to apply their knowledge and the functional skills provided to them in training efficiently and adequately in accordance with service standards B G R E A T Inflight Service The cabin crew serves passengers in-flight with a focus on safety and service with the aim of having passengers reach their destinations smoothly, safely and on-time. Cabin crew service adheres to standards set by Thai AirAsia. Service processes were adapted to shifting circumstances for optimal performance both in terms of preventing and handling the spread of COVID-19, the main cause for changes during the global pandemic. Service for both commercial flights and charter flights were drastically altered from normal circumstances. Even during distancing necessitated by the pandemic, the Cabin Crew Department was able to stage regular training and uphold its service practices to ensure the proper care of passengers. This was achieved through the BEGREAT concept: Based on assessments of customer satisfaction over the past year, positive factors for satisfaction include safety during journeys, the ticketing process, OTP, enthusiastic service and good human relations throughout the service process.
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