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Stakeholder Engagement

Stakeholder Engagement

Thai AirAsia regularly engages with its stakeholders to understand their perceptions, attitudes and expectations using surveys and feedback from relevant agencies.

We value our stakeholders’ feedback and their perspectives are taken into consideration for the organisation’s growth strategies to create long term shared value.

Stakeholders

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.

Customers

Expectations/Interests
  • Issues are resolved in a timely manner via AskBo or the AirAsia website assistance page
  • Comprehensive assistance
  • Excellent ground services emphasising standardised and speedy assistance
  • Passengers receive satisfactory inflight service and conveniences from the Cabin Crew
Response to Expectations/Interests
  • Team established to support customer assistance and directly hear passenger demands for timely response
  • Resolutions and developments based on customer complaints to avoid repeat issues
  • Check-in systems enhanced and automation adopted to make boarding more convenient to passengers
  • Inspections and reports on cabin cleanliness and conveniences are carried out to maintain quality and passenger perception before, during, and after service
  • Cabin crews shall understand how to provide good and impressive service, with knowledge based on passenger feedback
Stakeholder Benefits
  • Safe and On-Time travel
  • Products and services responsive to lifestyles
  • Mutual value creation through value chain
  • Convenient, speedy and impressive service
  • Safety, convenience, and impressive service
Channel and Frequency of Engagement
  • Live chat via official AirAsia website Chatbot and Superapp mobile application provide 24-hour communication channels
  • Monthly satisfaction reports for all stations to track satisfaction levels and areas for improvement based on passenger demands
  • NPS (Net Promoter Score)
  • AskBO
  • External firms employed to survey customer satisfaction
  • Post-flight customer satisfaction surveys conducted via Email

Employees (Allstars)

Expectations/Interests
  • Occupational Health and Safety
  • Salary and Benefits
  • A fair and transparent work environment
Response to Expectations/Interests
  • Occupational Health and Safety management
  • Mental health support system
  • Fair salary and benefits
  • Review and conduct salary surveys and welfare benefits
  • Provision of channels for employees to communicate their opinions and requests directly to management e.g. CEO’s Post Box, AskPAC, Chatbot, email
Stakeholder Benefits
  • Safe working conditions
  • Emotional support for wellbeing
  • Appropriate remuneration and comprehensive employee welfare
  • A transparent and accountable work environment with fair treatment of all employees
Channel and Frequency of Engagement
  • Regular communication via electronic channels, including Email, Workplace (via the chat function), internal posts as well as engagement activities via Live Stream
  • Quarterly operations meetings
  • Peer support group and access to a digital employee assistance app, Naluri
  • Weekly Coffee Talk between CEO and Head of Department

Investors

Expectations/Interests
  • Transparent, consistent and comprehensive disclosure of Company data and provision of relevant sustainability data
  • Upholding of investor rights as per legal regulations
  • Confidence in the Company and investment opportunities in Company stocks and bonds
  • Promotion of good relations with shareholders and investors
  • Returns from good operating performance
Response to Expectations/Interests
  • Stringent auditing procedures and transparent disclosure of governance data
  • Systematic risk management, full disclosure of significant risks to business
  • Regular communication of important sustainability matters including positive and negative impacts of the Company
  • Compliance with the Public Limited Companies Act and relevant criteria of the Thai Capital Market Supervisory Board of the SEC and/or Stock Exchange of Thailand
  • Organise operating results every quarter one business day after financial statements are submitted to SET
  • Shareholders and investors provided opportunities to visit operations, give feedback and demands on Company management, and discuss issues via different channels
  • Investor Relations work plan emphasises maintaining and improving relations with shareholders and investors by organising meetings between top management and institutional investors after each quarterly operations results
  • Fostering relations with securities companies in support of analyses and access to retail investors, and organising the annual investor meeting (Investor Day), etc.
  • Short and long-term business strategies adjusted by management to maintain competitiveness and strong performance
Stakeholder Benefits
  • Shareholders and investors receive timely and complete data in accordance with Thai and international standards
  • Shareholder rights are upheld
  • Shareholders and investors gain insight into Company operational returns, competitiveness, and strategies for decision making
  • Shareholders and investors have opportunities to engage in formal and informal meetings with management for any enquiries
  • Shareholders and investors are able to assess Company share values based on business strategies and decide to invest based on expected returns
Channel and Frequency of Engagement
  • One Reports annually published via Stock Exchange of Thailand (SET) and Company website
  • Shareholders are notified of rights via SET channels and may contact the Investor Relations Department at email taa_investorrelations@airasia.com and 0-2562-5745-6, or the Company Secretary at email aav_companysecretary@airasia.com and 0-2562-5700 to inquire about rights during business hours
  • Quarterly online and offline operating results by management
  • Shareholders and investors may contact the Investor Relations Department at email taa_investorrelations@airasia.com and 0-2562-5745 to inquire about Company performance during business hours
  • Investor Relations accept meetings between shareholders, investors, and management as appropriate. In the past year, we accepted 100% of all meeting requests.
  • Investor Relations organises Investor Day once per year at Company venue
  • Investor Relations engages and meets SET on a quarterly basis for direct submission of data and maintain relationships with retail investors
  • Investor Relations publicise information on Investor Relations website using annual reports, financial statements, quarterly proposals, operational results videos and other videos for access by investors at all times

Financial Institutions

Expectations/Interests
  • Good and ethical governance and transparency
  • Risk management
  • Customer relations management and efficient operations to meet the Company's goals
  • Financial policies suited to business environment and Company strategies
Response to Expectations/Interests
  • Data disclosures in accordance with the law and international standards
  • Financial and accounting practices in accordance with the law and international standards
  • Hearing of recommendations and opinions on business operation
  • Short and long-term business strategies adjusted by management to maintain competitiveness and strong performance
Stakeholder Benefits
  • Accomplishment of business targets within acceptable risk parameters
  • Ability to carry out payments for financial obligations
Channel and Frequency of Engagement
  • Dispatch of transaction data and reports to relevant recipients within set time frames e.g. monthly, quarterly, annually
  • Communication on different transactions throughout the year
  • Quarterly seminars and conferences on economic, financial market and capital market developments
  • Quarterly meetings and discussions on operating performance and ongoing projects

Government Agencies

Expectations/Interests
  • State and Company cooperation to collaboratively work for setting directions and guidelines
  • Operation in the aviation and tourism sectors in line with state policies, national economic development plans and relevant laws
  • Support and promote sustainable tourism and aviation industry development
Response to Expectations/Interests
  • Joint state and Company conferences to set mutual goals and plans
  • Plan and carry out programmes in cooperation with the state to drive policy, operate in strict compliance with relevant laws
  • Discuss programs with government agencies, particularly local agencies to support and promote sustainable tourism
  • Explore the availability of Sustainable Aviation Fuels and CORISA-eligible carbon credits to meet the net zero carbon emission by 2050 target
Stakeholder Benefits
  • Direction and policy guidance along with cooperation
  • Good relations between the government and the private sector
  • Joint achievement of goals
  • Generation of revenue for the tourism industry and sustainable stimulation of national economy
  • Meeting international civil aviation standards and requirements pertaining to the net zero pathways
Channel and Frequency of Engagement
  • Follow up on work with the working group regularly through meetings. Take the conclusions and implement them to produce concrete results efficiently
  • Monitor and adhere to state policies, amend rules and regulations according to state websites for alignment with state governance practices
  • Operations align with yearly domestic and international tourism promotion policies
  • Bi-monthly meetings with airlines of the Thai Airline Association to advocate aviation policies to responsible agencies
  • Regular engagements with regulators, authorities and stakeholders that can help the Company to achieve Net Zero

Media

Expectations/Interests
  • Transparent operations and provision of accurate and comprehensive Company information
  • Prompt response on news topics
  • Company vision and general view on industry as a leading low-cost carrier as well as policies
  • Prompt response from Communications team
Response to Expectations/Interests
  • Review of information accuracy before presentation to the media with consideration to components and value of content
  • Foster a Corporate Communications Department culture based on managing communication, ready contact and the presentation of timely and accurate updates, especially in crisis situations
  • Create groups in applications such as LINE for communication and prompt sharing of news between Corporate Communication and media
  • Briefings on Company views towards current circumstances issued at least quarterly
  • Allocate team in the Corporate Communications department that takes care of each different media group
  • Fostering culture to proactively and promptly respond to media
Stakeholder Benefits
  • Media receive official and reliable Company information for publication
  • Media promptly receive information from the source for timely publication
  • Regular updates on Company to media allow for broader understanding and update any emerging news
  • Create good relationships between the Corporate Communications department and the media for smooth collaboration
  • Channels for prompt communication and reliable information
Channel and Frequency of Engagement
  • Email, LINE groups and direct phone calls to Corporate Communication act as main communication channels
  • Average 2 news releases from the Company per week
  • At least 2 press conferences on Company overview a year or 2-3 scheduled press conferences a year for exchanges between managers and the media
  • Direct phone calls to Corporate Communications to provide fastest channel while information exchanges take place in Company setup LINE groups
  • Press conferences for various occasions e.g. Company overview at least 2 times a year, scheduled announcements 2-3 times a year
  • Phone interviews with management or releases from Corporate Communication of information authorised by top management
  • LINE used as main communication channel
  • In emergency or crisis situations, mobile phones are used for timely response

Business Partners

Expectations/Interests
  • Confidence in business operations
  • Employment of innovations for the development of products and management
Response to Expectations/Interests
  • Honest operations
  • Collaboration and continuous support for product quality
  • Transparent procurement and business partner evaluation
  • Delivery of goods that meet standards and legal requirements
  • Enhanced business competitive advantages
  • Set plans for future business direction
Stakeholder Benefits
  • Extensions on partner credit terms
  • Efficient operations meeting standards and stakeholder expectations
  • Compliance with government requirements and domestic and international food safety standards
  • Participation in programmes for the enhancement of safety with engineering & maintenance business partners
  • Effectiveness in line with standards and stakeholder expectations
Channel and Frequency of Engagement
  • Meetings, conferences, workshops, contact between Company representatives and observational visits
  • Conferences with aircraft and parts manufacturers to receive latest updates
  • Representatives of aircraft manufacturers visit Thai AirAsia
  • Conferences and discussions with aircraft and engine manufacturers
  • Quarterly and annual product performance reports
  • Performance reports, participation in food quality and safety conferences and annual partner evaluations

Community, Society, Environment

Expectations/Interests
  • Support and promotion of businesses with community society and environment impacts
  • Fostering of awareness and engagement to sustainably power tourism and the value chain
Response to Expectations/Interests
  • Engagement in localities where the Company operates through community enhancement activities
  • AirAsia Foundation (AAF) provides grants to social enterprises (SE) in Asean to support income generation in local communities, aligned to the UN Sustainable Development Goals.
  • Hosting of workshops on business skills for communities
  • Adherence to Company policies to minimise negative social and environmental impact
  • Hosting of open houses at AirAsia Academy to provide knowledge on sustainability using the airline’s management as an example
Stakeholder Benefits
  • Business knowledge and skills for growing sustainable tourism communities
  • Minimisation of negative environmental impacts from Company operation
  • Fostering of awareness and consciousness towards responsible and sustainable tourism and building shared value throughout the value chain
Channel and Frequency of Engagement
  • Set Journey D activities 2 times a year in communities where the Company operates
  • Grant application for AAF is available all year round. In 2023, AAF awarded THB 680,000 to a women-lead SE in Nakhon Si Thammarat, Fisherfolk.
  • Host workshops in collaboration with partners to promote sustainable business 1 time a year
  • Host at least 2 public seminars a year
  • Group interviews to receive feedback from employees and stakeholders