Governance Performance
Commitment / management guideline
Create sustainable economic growth together
The Company upholds and complies with the principles of good corporate governance in operating the Company’s business by the directors, management, and employees; and considers that the principles of good corporate governance are an essential factor to support the overall achievement of the Company as the organization responsible for the society. The Company’s policies on corporate governance will comply with the guideline on good corporate governance in accordance with the Principles of Good Corporate Governance for Listed Companies, 2012 set by the Stock Exchange of Thailand.
Corporate Governance and Anti-Corruption
Target
Management Guideline
The Company is committed to conducting its business in accordance with the principles of good corporate governance, upholding transparency, accountability, fairness, and consideration for all stakeholders. This is achieved through the promotion of an ethical and honest corporate culture, the establishment of secure and independent whistleblowing and complaint channels, as well as the continuous development of employee knowledge. These efforts aim to build an effective internal control system, reduce the risk of corruption, and strengthen the confidence of shareholders, investors, and society at large in the Company’s commitment to sustainable business practices in alignment with international standards.
Implementation
The Stock Exchange of Thailand has recognized Bangkok Airways Public Company Limited with an “A” rating in the Services industry group under the SET ESG Ratings 2025 assessment, reflecting the Company’s continuous progress in conducting business in accordance with ESG principles across environmental, social, and governance dimensions to support sustainable growth.
Performance in 2025
Target on understanding of employees
2025 result
In 2025
Risk Management
Target
Management Guideline
Corporate Risk Management Committee screened policy and supervisory guideline of risk management, monitored result of management according to risk mitigation plan of all departments. Risk Management Division to report result of quarterly review of risk management to Corporate Risk Management Committee regularly to make sure that the Company can mitigate opportunities and impact of risks, particularly critical and emerging risks at an acceptable level (alige with risk appetite).
Risk Management Structure
Corporate Risk Management Committee screened policy and supervisory guideline of risk management, monitored result of management according to risk mitigation plan of all departments. Risk Management Division to report result of quarterly review of risk management to Corporate Risk Management Committee regularly to make sure that the Company can mitigate opportunities and impact of risks, particularly critical and emerging risks at an acceptable level (align with risk appetite).
Risk Management Culture
Executives and employees at all levels are responsible for putting risk management framework and policy into practice and be aware of risks involved in operations, both in own department and the organization, provided measures or sufficient control to reduce level of risks, used Key Risk Indicators (KRI) to assist in monitoring and managing risks, with regular review and improvement, in line with the situation and strategy of the organization. In addition, employees received training on understanding of risks and are able to perform duties efficiently.
Implementation
Risk Management
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Strengthening Risk Management Culture
Providing training and disseminating knowledge about risk and risk management to personnel
- Educate new employees through the orientation program, including a topic on basic knowledge of risk management.
- Conduct training sessions and share knowledge on various types of risks via the Company’s intranet system to ensure that employees understand and are aware of risks and their management. Topics include cyber threat risks, information technology security awareness, operational safety, and aviation security knowledge.
Promoting Employee Awareness of Work-Related Risk Management
- Require all departments to review risk assessments at both departmental and organizational levels in collaboration with the designated risk owners. The objective is to identify potential risks arising from internal and external factors and to define appropriate risk management measures. This includes preparing risk assessment documents such as RMD (Risk Management by Department) and RMC (Corporate Risk Management), and monitoring high-level risk mitigation measures to ensure they are reduced and maintained at an acceptable level.
- Conduct simulation exercises to help employees understand and recognize the importance of managing safety-related risks, including occupational health, workplace environmental safety, and aviation safety.
Quality Products and Services
Target
Management Guideline
The Company has every intention to comply with safety standards, to perform flights punctually, and to achieve customer satisfaction with an awareness of quality, flight safety, flight security, and continuous development/improvement. These elements are crucial to realizing the objectives of the Company. All activities and necessary resources are managed under the corporate quality management system to ensure that the Company can continuously support and drive the efficiency and effectiveness of its products and services to meet stakeholders’ needs and expectations.
Quality Management System (QMS Core Control)
The Quality Management Division is responsible for strategic planning, management, supervision, control, auditing, and continuous improvement of the Company’s quality management systems across all business units. The Division also oversees and monitors external service providers to ensure compliance with ISO 9001 requirements and the Company’s quality management standards, as well as applicable laws, operational standards, and customer-related requirements relevant to each function.
Implementation
The Company, as Chair of the Association of Asia Pacific Airlines (AAPA) for 2025, hosted the opening ceremony of the 69th AAPA Assembly of Presidents, a key regional platform for exchanging policy perspectives and discussing the future direction of the aviation industry in the Asia-Pacific region. The event brought together senior executives from leading Asia-Pacific airlines, as well as representatives from both public and private sectors, to discuss approaches for strengthening the resilience and sustainability of the aviation industry amid economic challenges, climate change, and industry transformation.
The Company received the APEX Five Star™ (Major Airlines) rating from the Airline Passenger Experience Association (APEX), an internationally recognized rating based on verified passenger feedback from actual travelers and independently certified by a third-party organization. The recognition reflects the Company’s continued ability to deliver a premium travel experience, covering evaluations in areas such as in-flight service, seat comfort, operational reliability, ground services, and personnel performance.
The Company was ranked among the Top 10 Best Airlines in the Asia-Pacific region, placing 9th in the “Best Airlines” category, while Samui Airport was ranked 2nd in the “Best Airports” category in the same region at the Travel + Leisure Southeast Asia, Hong Kong & Macau Luxury Awards Asia Pacific 2025. The awards were based on votes from readers and travelers worldwide.
The Company was ranked among the Top 10 airlines worldwide for “Best Cabin Service” in the Best in Travel Poll 2025 conducted by Smart Travel Asia, based on feedback from international travelers with actual travel experience.
Sustainable Supply Chain Management
Target 2025
Management Guideline
The Company is committed to sustainable supply chain management by emphasizing transparency, accountability, and stakeholder engagement. The Company encourages suppliers to conduct business in accordance with good corporate governance principles, respect human rights, uphold labor practices, demonstrate environmental responsibility, and comply with applicable laws and regulations through the “Supplier Code of Conduct,” which forms part of the supplier selection, evaluation, and performance monitoring processes. This approach supports long-term sustainable growth together with suppliers.
Sustainable Supply Chain Management
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Customers Experience Management
Target
Management Guideline
The Company manages customer experience with a focus on utilizing automation systems. This includes conducting customer satisfaction surveys using the Bizcuit system, which allows for the analysis of both quantitative results and open-ended feedback. Additionally, the Company co-developed the T-DNA system to store and retrieve customer profiles and travel history, which can be further leveraged to enhance travel experience management for individual customers or customer segments with similar characteristics. Also to work jointly with Customer Experience Management Section and supervisors at service touch points in order to mitigate or systematically prevent recurring events with the goal to measure effectiveness of corrective or preventive processes according to Plan-Do-Check-Act (PDCA) principle.
Implementation
Customer Satisfaction Survey
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1Website
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2Call Center
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3Ticketing
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4Check-in
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5Passenger lounge / Courtesy corner
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6Passenger boarding service & facilities
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7Cockpit Crew announcement
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8Cabin Crew
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9Food & Beverage served on board (or snack bag during disembarking the aircraft)
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10Aircraft Cabin & Seat
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11Aircraft Cabin Cleanliness
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12Staff & Service at Arrival
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13Baggage Service & Claim at Arrival
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14Flight Punctuality
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15Flight Safety
RemarkFrequency: 2 times per year (survey conducted in January 2025 and July 2025)
Result of Customer Satisfaction Survey 2025
Business Innovation and Value Creation
Target 2025
Management Guideline
The Company encourages employee participation in the development and improvement of operational processes to enhance efficiency, reduce costs, minimize operational impacts, and create value for the organization, society, and the environment. This is achieved through the application of technology, digital tools, and knowledge sharing across departments, while fostering an organizational culture that embraces new ideas to strengthen competitiveness and support sustainable growth.
Implementation
Participation in the Super AI Engineer Season 5 Program
The Company participated in supporting the SUPER AI ENGINEER: Season 5 program by bringing “real community challenges from Trat Province” to collaborate with AI developers and academic institutions in developing solutions and creating added value for local resources through AI technology. Examples include the use of Generative AI through a LINE Chatbot to design upcycled product patterns made from seashell waste. This initiative reflects the Company’s commitment to promoting the application of innovation and digital technology to support communities and local economic development.
Innovation Development to Enhance Convenience for Customers and Employees
- Developed an online receipt issuance system with enhanced data encryption and a direct email delivery function to strengthen personal data protection, reduce operational steps, and improve customer data management efficiency.
- Enhanced the SMS and Email Notification system by adding communication templates and integrating automatic flight information retrieval from the Amadeus reservation system to streamline processes and reduce manual data entry errors.
- Developed a Payment Integration System capable of automatically issuing tickets after payment confirmation across all payment channels.
- Developed the Staff E-Ticket system for employee welfare tickets to support automated payment processing and ticket issuance, reducing operational procedures and improving employee convenience. Since its launch in 2025, the system has recorded more than 2,000 transactions, with total payments exceeding THB 2 million.
Cyber Security
Target
Management Guideline
The Company recognizes cybersecurity management as a fundamental pillar of business operations and risk management under corporate governance principles and the ESG framework. The Company is committed to protecting personal and business data, maintaining service continuity, and ensuring strict compliance with applicable laws and standards.
The Company has continuously developed and implemented modern cybersecurity technologies and digital systems to support operational efficiency, mitigate cyber threat risks, facilitate digital transformation, and strengthen long-term confidence in the Company’s operations.
Operational Performance in 2025: Advancing Toward International Standards
- Implemented cybersecurity management in accordance with the internationally recognized National Institute of Standards and Technology (NIST) Cybersecurity Framework (CSF) 2.0 to strengthen comprehensive cyber risk management practices.
- Successfully passed the cybersecurity compliance assessment under Thailand’s Cybersecurity Act without any findings and continued participating in activities and collaborations with the National Cyber Security Agency (NCSA).
- Utilized Managed Security Operations Center (Managed SOC) services and Managed Detection and Response (MDR) services to enhance capabilities in monitoring, detecting, and responding rapidly to cyber threats.
- Enhanced information technology infrastructure and modern identity management systems to strengthen cybersecurity, reduce vulnerabilities, and support business continuity.
- Established access control practices and third-party management measures to reduce risks associated with internal threats and supply chain-related cybersecurity risks, while maintaining cybersecurity insurance coverage to mitigate potential impacts.
- Promoted workforce capability development through cybersecurity awareness training, cyber incident response exercises, and professional development for cybersecurity personnel, while continuously participating in national-level and aviation-sector cybersecurity exercises and collaborations.
Regional Excellence Recognition
The Company received the “ASOCIO Award 2025” in the Cybersecurity Excellence category from the Asian-Oceanian Computing Industry Organization (ASOCIO), reflecting the Company’s strong commitment to continuously enhancing cybersecurity standards and strengthening information technology risk management practices in accordance with international standards. The recognition supports business operations and reinforces stakeholder confidence in the Company’s long-term resilience and digital governance capabilities.
Cyber Security
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