AirAsia Group Berhad - Annual Report 2017

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ppm. We also maintained our ISO
22000 certification for our warehouse
and kitchen, achieving zero major non-
conformity (NC) in the audit, and only two
minor NC in non-quality related areas.
In addition, we visited and audited
the caterers for our AOCs in Thailand,
the Philippines, India and AirAsia X.
Technical support was provided to AirAsia
Philippines to ensure new suppliers meet
higher quality and food safety standards.
STAKEHOLDER ENGAGEMENT
Our operations impact and are impacted
by a number of stakeholders, key among
whom are our guests, our Allstars,
investors, business partners, the
government and the public. We value our
stakeholders and strive to build strong
relationships based on trust with each
group through continuous and transparent
engagement.
IN 2016, WE HAD GROUPED ALL OUR
EXTERNAL STAKEHOLDER-FACING
FUNCTIONS UNDER GROUP GLOBAL AFFAIRS
& DEVELOPMENT TO ALIGN KEY MESSAGES
ACROSS THE BOARD. WITH GOOD INTER-
FUNCTIONAL RELATIONS ESTABLISHED, IN
FEBRUARY 2017, GROUP INVESTOR
RELATIONS, GROUP COMMUNICATIONS AND
GROUP BRANDING WERE SEGREGATED FROM
GROUP GLOBAL AFFAIRS & DEVELOPMENT IN
ORDER FOR EACH FUNCTION TO BE ABLE TO
FOCUS MORE SPECIFICALLY ON ITS TARGET
STAKEHOLDERS.
Stakeholder Group
(Malaysia)
Why It Is Important to
EngageWith Them
Type of Engagement Frequency/availability
Government To ensure alignment of best
interests of the government,
aviation industry and the
company.
Face-to-face meetings
Parliamentary sessions
Formal meetings with government
officials initiated by AirAsia
Tours and familiarisation visits to
AirAsia and our operating units
Scheduled and/or ad hoc
3 times in 2017
76 times in 2017
34 times in 2017
Guests We exist to serve our guests,
and strive to meet, if possible
exceed, their expectations
Guest feedback through:
Survey email (NPS)
Call centres
Online submissions
Live Chat
Twitter (@AirAsiaSupport)
AirAsia Sales Offices
AirAsia Travel & Service Centres
Sent to all guests who make online
bookings, at 2 different points:
immediately after their booking, and
within 2 days of their flight.
Available in 15 countries, operating
hours as provided on
24/7 in 8 languages
24/7 (English, Bahasa Malaysia and
Chinese)
Daily, 8am– 8pm (English)
Location and operating hours
available on
Location and operating hours
available on
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AirAsia Group Berhad SUSTAINABILITY 163