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Stakeholder Engagement and Communication
STARLUX identifies stakeholders with reference to the AA1000 SES Stakeholder Engagement Standard 2015 and, based on past experience and industry characteristics, has selected eight categories of stakeholders: investors, employees, customers, partners (suppliers and contractors), government, media, industry associations, and non-profit organizations. STARLUX has established transparent and smooth communication channels to understand the issues of concern to each stakeholder, continuously improving to meet their expectations and needs.
Investors
Communication Frequencies
- Market Observation Post System by TWSE: Monthly
- Financial reports: Quarterly
- Annual Meeting of Shareholders/STARLUX Airlines Sustainability Reports: Annually
- Public Announcements/Press Releases/ Corporate Briefings/Official Website: Timely
Effectiveness
- Shareholders’ Meeting: STARLUX convened the annual shareholders’ meeting, where investors raised questions regarding fleet expansion, IPO preparations, and cargo revenue contributions. All inquiries were addressed either by the Chairman or designated personnel. Detailed records can be found in the 2024 Shareholders’ Meeting Minutes.
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Investor Briefings: During broker-hosted institutional investor meetings, STARLUX presented its overall operational performance and IPO plans to institutional investors.
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Customer Engagement: We value passenger feedback, evaluating regional routes departing from Taichung and Kaohsiung to better serve travelers across Taiwan and attract more international tourists to experience the beauty of Taiwan.
Key Achievements
- Published over 50 major announcements in both Chinese and English.
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Held the annual shareholders’ meeting on June 14, 2024.
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Participated in 7 broker-hosted institutional investor meetings.
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Implemented internal policies such as the Code of Integrity and Anti-Trust Compliance Guidelines to ensure all employees adhere to principles of ethical business conduct.
Employees
Communication Frequencies
- Labor Welfare Committee / Labor-Management Meetings: Quarterly
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Employee Feedback Mailbox / Surveys: Irregular
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Employee Training & Awareness Sessions: Regular / Irregular
Effectiveness
- Promoted healthy lifestyles and sustainability initiatives, providing resources for sports and community activities. Continually optimized working conditions to ensure all employees can thrive in a safe and satisfying workplace, boosting engagement and morale.
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Internal reporting system (iQSMS Safety Report) provides an anonymous, data-driven platform for reporting safety incidents, with continuous follow-up and improvements.
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Quarterly three-tier safety meetings (Safety Implementation Team, Safety Operations Coordination, Safety Review Committee) track reports and corrective actions, ensuring effective communication of safety information.
Key Achievements
- At least one labor representative participated in each quarterly safety and health committee meeting.
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Conducted 4+ occupational safety & health trainings in 2024, along with regular drills and irregular safety awareness campaigns.
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Provided vaccinations for measles and influenza via partnered hospitals.
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Distributed 10+ curated reading shares in 2024 to support employee well-being.
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Handled 641 safety reports in 2024, with active resolution.
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Internal safety culture survey scored 107.3, reflecting a well-established proactive safety culture.
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Held 4+ three-tier safety meetings in 2024.
Customers
Communication Frequencies
- Hotline Service/Chatbots/Customer Feedback Box/Official LINE/Official Facebook Page: Immediate
- Personal Visits/Telephone Calls/Emails/Customer Satisfaction Surveys: Timely
Effectiveness
- Conducted regular passenger and cargo satisfaction surveys, proactively gathering feedback and prioritizing improvements.
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Implemented operational audit systems to optimize service processes.
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Investigated incidents promptly and implemented corrective actions, including workflow improvements, staff security awareness, and integration into training materials.
Key Achievements
- Sent 10,130 passenger satisfaction surveys in 2024.
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Collaborated with the Civil Aeronautics Administration to enhance safety, e.g., risk recognition in adverse weather and landing awareness training.
Suppliers
& Contractors
Communication Frequencies
- In-person visits / calls / emails / supplier meetings: Irregular
Effectiveness
- Established clear handling procedures for “monitored” and “non-conforming” suppliers, ensuring performance tracking and proper documentation.
Key Achievements
- 656 suppliers in 2024; >99.5% rated “qualified.”
Government
Communication Frequencies
- Regulatory evaluations / policy workshops / hearings / official correspondence / emails / public information: Irregular
Effectiveness
- Strengthened information security processes.
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Promoted carbon reduction, set internal environmental goals, regularly monitored and disclosed emissions data.
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Implemented green flight initiatives, including reduced single-use plastics and recycling programs.
Key Achievements
- Passed ISO27001:2022 transition audit by BSI in 2024.
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Completed ISO 14064 verification for two consecutive years.
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Assisted government SAF pilot program and added SAF domestically for the first time.
Media
Communication Frequencies
- Phone / email: Immediate
- Press conferences / media interviews / press releases: Irregular
Effectiveness
- Maintained communication via social media, press releases, and public events to respond quickly to media and customers, enhancing brand image.
Key Achievements
- 1,427 social media posts
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64,571,349 social media impressions
Associations
Communication Frequencies
- Phone / email / press releases / seminars / discussions / events: Irregular
Effectiveness
- Shared company best practices on gender equality policies and culture.
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Actively participated in domestic and international forums with aviation experts, learning about SAF technology and aircraft energy efficiency.
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Participated in IATA World Sustainability Symposium (WSS) to align with global 2050 net-zero targets.
Key Achievements
- Shared experience in IATA North Asia 25by2025 gender equality online event.
- Completed IATA Operational Safety Audit (IOSA) in 2024.
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Participated in 13 domestic and international safety exchange events in 2024.
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Engaged with Taipei Airlines Association and Ministry of Economic Affairs’ sustainability meetings.
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Supported government SAF pilot program.
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Attended Airbus SAF & Aircraft Technology Annual Conference.
Nonprofit Organizations
Communication Frequencies
- Social media / phone / email / press releases / forums / community & environmental events: Irregular
Effectiveness
- Collaborated with NGOs on various activities and promoted environmental topics via press releases and social media to maintain a positive brand image.
Key Achievements
- Maintained consistent communication of public welfare and environmental initiatives through social media, press, and public events.
Note: For detailed communication channels and contact information for each stakeholder group, please refer to the Stakeholders section on the STARLUX Airlines official website.