Report Process - Airports of Thailand

Processes for Defining Report Content

The process for defining sustainability report content is consistent with the GRI Standards 2021. The processes are divided into 4 main steps as follows:

Step 1

Understanding AOT’s Contexts

AOT collects information on all business activities (services and capacity expansion at all 6 airports) and 7 groups of AOT
stakeholders (customer, business alliances, regulators, AOT employees, community and
society, mass media and other online media, and financial management, shareholders,
investors and securities analysts) throughout the value chain, including economic, environmental and social issues related to AOT to understand AOT contexts and be a database to define the report content in
the next step.

Step 2

Identifying Impacts

AOT collaborates with stakeholders and sustainability experts to identify economic,
environmental and social impacts, including human rights issues arising from AOT's business activities. It covers comprehensive impacts
both actual and potential, positive and negative, short and long term, intended
and unintended, and reparable and irreparable consequences.

Step 3

Impact Assessment

AOT works together with sustainability experts to assess the impact of step 2 in 4 areas: scale of impact, scope of impact, irremediability, and likelihood of occurrence to determine the level of impact, covering human rights effects.

Step 4

Ranking for report

AOT prioritizes the impact through the engagement process of stakeholders who
are affected and sustainability experts to consolidate the impact at a ranking level
(most important, very important, and important)
and present and seek approval from the Corporate Social Responsibility Committee
for sustainable development and the Corporate Governance Committee to report on the
key sustainability issues of AOT.

* Remark: AOT has a plan to ensure the accuracy of information in the Sustainability Report by independent organizations in the future. The information currently disclosed is information that has been internally validated by the management of each department

AOT's Materiality Metrix

The following are 16 material topics that have been identified and assessed by internal and external stakeholders in economic, social, and environmental dimensions.

Most Important

Very Important

Important

Customer satisfaction
Business Alliances

Corporate Governance, Risk Management, and Work Compliance
Sustainable Supply Chain
Digital and Innovation

Energy and Climate Change
Circular Economy
(Waste Management)

Airport Safety and Security
Occupational Health and Safety

Airport Capacity and Accessibility
Information Technology and Privacy

Water and Wastewater
Management
Noise Impacts

Participation with Community and Society
Human Rights
Valuable and Life Fulfilling

Economy

Environment

Society

Scope of Impacts on Stakeholders

To improve business efficiency and to fulfill stakeholder expectations, AOT has identified the impacts of each material topic on different types of stakeholders as follows:

	Important Sustainability Issues	Scope of Impacts on Stakeholders
		Internal	External
		AOT Employees	Customers	Business Partners	Regulators	Communities and Societies	Mass Media and Online Media	Shareholders, Investors, and Securities Analysts
Economic Dimension	Corporate Governance, Risk Management, and Work Compliance	✔	✔	✔	✔	✔	✔	✔
	Airport Capacity and Accessibility		✔	✔		✔		✔
	Customer Satisfaction		✔	✔			✔
	Sustainable Supply Chain		✔	✔		✔	✔
	Business Alliances		✔	✔				✔
	Digital and Innovation	✔	✔	✔	✔	✔		✔
	Information Technology and Privacy	✔	✔	✔	✔	✔	✔	✔
Social Dimension	Occupational Health and Safety	✔	✔	✔	✔	✔	✔
	Participation with Community and Society	✔	✔	✔	✔	✔
	Participation with Community and Society	✔			✔	✔	✔
	Human Rights	✔	✔	✔	✔	✔	✔	✔
	Valuable and Life Fulfilling	✔
Enviromental Dimension	Energy and Climate Change		✔	✔	✔	✔		✔
	Water and Wastewater Management				✔	✔	✔
	Circular Economy (Waste Management)		✔	✔	✔	✔
	Noise Impacts				✔	✔	✔

AOT’s Stakeholders

AOT identifies and selects key stakeholders from those who are involved and whose interests may be affected by or have a high influence on AOT's business throughout its value chain. AOT also takes significant measures to control impacts on communities surrounding the airports in compliance with the Environmental Impact Assessment (EIA), the Airport Emergency Plan, and the Noise Contour Assessment.
AOT reaches out to stakeholder groups using 4 tools: Access and Relationships, Learning and Case Studies, Setting Operational Rules and Reviewing Business Impacts, and Application and Continual Process Improvement.

Stakeholders		Methods	Expectations	Responses
Customers	Airlines Passenger Entrepreneur	Annual customer satisfaction surveys Airline conferences Customer Relationship Management (CRM) activities Contact Center and other channels for complaints and feedback Airport Information Counter Corporate websites and social media External stakeholder conferences In-depth interviews with management representatives	Providing sufficient space, facilities, and connectivity to meet airport business needs in order to attract customers and create a great customer experience through Universal Design (UD). Providing prompt services to meet customer expectations by using innovations and taking into account different demands. Being eco-friendly airports with a proactive policy in resource and waste management beyond the legal requirements. There are climate change management strategies that are conducive to being a low-carbon airline There is a proactive implementation of the use of resources and waste that exceeds the statutory regulations.่e Operate safety and security in accordance with international standards. This includes the management of dangerous animals at airports and foreign objects in the airspace (FOD). Communicating through social media to provide a fast and thorough understanding. Increasing stakeholder participation and listening to their comments for joint planning, development, and operations.	Monitoring, inspecting, and improving airport services and facilities on a regular basis Researching and developing service innovations and applications. Develop environmental performance and maintain greenhouse gas management standards to become a low-carbon airport Getting certified for aviation, security, occupational health, and safety in accordance with international standards Preparing for and conducting emergency drills in a variety of scenarios Consistently increasing comprehensive communication channels for stakeholders Conducting programs to build relationships with airline customers and entrepreneurs
Business Partners	Suppliers Manpower and Service Contractors Government and private agencies in the airports Collaborators	Business Alliance Meetings Contact Center and other channels for complaints and feedback External stakeholder conferences In-depth interviews with management representatives	Providing sufficient personnel for passenger services. Promoting and developing state-of-the-art technology and innovation to manage passenger journeys and create a positive customer experience. Encouraging business expansion or implementing projects to achieve the set goals and increasing operating results. Providing information, training, equipment or space to strengthen the operations of business alliances. Assuring occupational health and safety for airport workers, including employment conditions especially for foreign construction workers. Providing appropriate and good-quality facilities while ensuring they are in good condition and are properly designed to withstand natural disasters. Support partners and allies in reducing greenhouse gas emissions in airports.	Assessing problems, exchanging opinions, and developing work processes as discussed in regular meetings Improving facilities and services to support the operations of business alliances Conducting business in compliance with agreements, contracts,and laws.
Shareholders, Investors, and Securities Analysts	Government shareholders Shareholders and investors	Analyst meetings Dissemination of information for shareholders, fund managers, and domestic and foreign investors Annual General Meetings Contact Center Websites, electronic media and social media Company site visits Conference Call	Offering satisfactory and regular dividend payment Increasing Capital Gain Improving business efficiency and being a highly competitive player against other international airports. Operate business with good competitiveness compared to other international airports. Setting future goals and directions of the business. Preparing for future changes, especially for innovation and aging society Communicating transparent and proactive sustainability management and performance on social and environmental aspects through easily accessible channels, including preparing for effective crisis communication. Provide assistance to partners and perators within the airport, taking into account the organization's economic stability Tourism support	Providing multiple channels of communication to keep in touch with our business Publishing information on corporate business, direction or quarterly performance to shareholders, investors, and those interested for transparency and verifiability Providing regular dividends based on AOT’s operating results. Conducting site visits for shareholders to monitor our business performance.
Regulators	Office of the National Economic and Social Development Council Ministry of Transport Ministry of Finance State Audit Office of the Kingdom of Thailand (SAO) The Securities and Exchange Commission (SEC) The Stock Exchange of Thailand (SET)	Regulator Meetings Effective business operations and regulatory assessments External stakeholder meetings	Conducting business in compliance with laws or beyond what is required by laws. Ensuring IT security to meet quality standards and respecting users’privacy. Continually improving performance on material issues. Managing business by taking into account social and environmental responsibility for sustainability. Improving business with management system standards for efficiency. Growing business by adhering to good governance principles Report sustainability information that is complete, accurate and transparent.	Properly and transparently conducting business in accordance with applicable laws, rules, and regulations. Minimizing or alleviating negative environmental impacts to exceed legal standards and creating positive impacts on communities surrounding the airports. Participating in assessments and providing information to regulators with accuracy and promptness Collaborating with regulatory agencies to promote eco-friendly projects. Consistently reviewing and developing business processes in compliance with international standards Implemented according to AOT's digital action plan, which contains elements of being a digital organization.
Community and Society	Local community and society. National Community and Society	Community visits to hear about and examine environmental and social impacts, and community needs Websites, electronic media and social media. Meetings and in-depth interviews with AOT's external stakeholders	Properly and transparently conducting business in accordance with applicable laws, rules, and regulations. Minimizing or alleviating negative environmental impacts to exceed legal standards and creating positive impacts on communities surrounding the airports. Participating in assessments and providing information to regulators with accuracy and promptness. Collaborating with regulatory agencies to promote eco-friendly projects. Consistently reviewing and developing business processes in compliance with international standards. Implemented according to AOT's digital action plan, which contains elements of being a digital organization.	Operate with safety and security standards by participating in the ACI Airport Health Accreditation project To raise safety standards for epidemic diseases in airports Study the subject that will clear the matter that will not be able to enter society in the community. Carry out social activities that promote both the economy, society, and the environment. for long-term sustainable community development such as AOT Selected Project, AOT Volunteer Project, and ready to increase support during emergencies during the Covid-19 crisis.
AOT Employees	Permanent staff Temporary staff Contract workers	The President meets employees and communicates via internal voicemail. Board of Directors Annual survey of employee engagement and satisfaction Direct and indirect communication channels such as social media platforms, internal computer networks, and email	Safety at work Job security and good welfare compared to the same industry Providing reasonable benefits according to economic conditions Competency-based career pathing without discriminatory bias	Getting certified for OHSAS 18001 (Occupational Health and Safety Assessment Series) Making an individual progress plan for employee development and retention Reviewing employee benefits based on organizational performance, economic conditions and business competitiveness Providing long-term welfare for employees and their families Conducting employee activities to create bonds and encouragement.
Mass Media and Online Media	Mass media Influencer	Provide information and news about the organization to media groups and other online media such as the financial status of AOT, AOT initiative projects, or existing project with further development to success. Arrange a press conference when a particular incident occurs. Organize activities to deepen the relationship with local media in each airport	Information on the situation and activities of AOT. Prompt response to information Communicate more about social activities at community level of each airport and sustainable development at organization level.	Develop communication plans with stakeholders, media groups and other online media for rapid information response. Disseminate sustainability information in the Sustainability Report, Annual Report and on the main website, as well as other online media of AOT

Last updated: August, 25 2023

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