87
AirAsia X Berhad • Annual Report 2014
On the ground, we have a Ground Safety & Emergency
Response Plan (ERP) to monitor and analyse safe practices
thus ensuring strict compliance with procedures and
policies. Our Ground Safety team conducts regular checks,
analyses data from these, and identifies any discernible
trends before presenting its findings to different levels of
management.
The Ground Safety team also runs basic induction safety
training for all new Allstars, tailored to International Civil
Aviation Organization (ICAO) standards, Occupational
Safety and Health Act (OSHA) 1994 requirements and our
organisational culture. Based on their job scope, some
Allstars are provided additional training be it in SMS,
Ground Service Equipment (GSE) operations, manual
handling, working at height, and so on. Apart from having
an Emergency Response Plan (ERP) manual, which has
been endorsed by the Department of Civil Aviation (DCA)
Malaysia, our ERP meets Civil Aviation Safety Authority
(CASA) Australia and IATA Operational Safety Audit (IOSA)
standards. These procedures and plan are tested biannually
through an ERP Table Top Exercise to ensure they can and
will fulfil a safe and orderly transition from normal to
emergency operations, and safe continuation of operations
or return to usual operations as soon as practicable.
During the year, “Exercise Spill” was carried out to test
the response time of relevant airport parties to emergency
situations. It also tested the effectiveness of procedures
as stated in our Ground Operations Manual (GOM) which
included deplaning passengers. The exercise revealed that
the relevant parties have a good understanding of their roles
and can execute the appropriate decisions and functions
as stated in the GOM. We also identified areas where the
procedures could be further improved, and relevant steps
have been taken to ensure the enhancements are carried
out for at the next GOM revision.
Besides having in place the comprehensive Safety
Management System, AirAsia X has embraced many
initiatives to improve our safety standards. Among these
is the IATA Operational Safety Audit (IOSA) programme,
an internationally recognised and accepted evaluation
system designed to access the operational management
and control systems of an airline. We were able to proudly
announce being successfully IOSA certified in April 2015,
which testifies to our operational safety processes and
standards being comparable to any of the world’s leading
airlines. This is a very important step for AirAsia X as
we embark on our global expansion. Most importantly, it
has also allowed us to further strengthen the safety and
efficiency of AirAsia X.
Sustainability Report
In the Marketplace, our main concerns are to engage
actively with the investor community and to further
enhance our guests’ experience when dealing with or
flying AirAsia X.
Our Investor Relations (IR) team has in place a structured
framework to build strong relationships with analysts and
fund managers. In addition to meeting with this group of
stakeholders on a one-on-one basis to provide business
updates, we also participate in regional and international
investor conferences. In 2014, this saw our management
and IR team travel to Singapore, Hong Kong, New York and
London to attend events organised by investment banks
MARKETPLACE
OURGUESTSATISFACTION
SCORE, BASEDON
ANONLINESURVEY,
IMPROVED
FROM
20.6
POINTS
IN 2013 TO
25.1
POINTS
IN 2014.
such as CIMB, Credit Suisse, Macquarie, Citi and Alliance
DBS. We also participated in five local and global non-deal
roadshows, and were pleased to see our efforts rewarded
by an increase in analyst coverage from 13 in 2013 to 15
in 2014.
The views and concerns of all shareholders, including
our minority shareholders, are aired freely and openly
at our Annual General Meetings (AGMs). We encourage
shareholders to attend these meetings as we are keen
to understand their issues and concerns. For added
transparency, we make available our AGM video
presentations on our website.
Better Guest Experience
Towards enhancing our guests’ experience, the move on 9
May 2014 to klia2, which is bigger and more spacious than
our previous home at the Low-Cost Carrier Terminal (LCCT)
in Sepang, has been significant. Transit guests, especially,
will feel the difference as they now have access to a transit
hotel at the airport and lounges where they can rest. The
incredible range of shops and food and beverage outlets,
meanwhile, cater to those with time to fill before their
flights. And the provision of aerobridges creates greater
convenience, obliterating the need for guests to walk on
the tarmac to board their planes.
To continuously improve our products and services, and
better understand our guests’ preferences, we gather
feedback via a web-based survey conducted by the
research firm KOJI on guests’ satisfaction at each stage
of their journey with AirAsia X, from booking their ticket
to checking in, boarding, enjoyment of their meal to crew
service. This survey also provides an indication of the
likelihood of the passenger travelling with us again or
recommending us to their friends. Our score, based on this
survey, improved from 20.6 points in 2013 to 25.1 points
in 2014.
