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Responsibility to and Engagement with Stakeholders

Basic Approach

The ANA Group conducts business activities through our relationships with stakeholders. We engage in ongoing dialogue with stakeholders to build trust and offer peace of mind. As we do so, we increase the effectiveness of our strategies by incorporating the opinions and requests of stakeholders into our businesses.
During fiscal 2017, we created several opportunities to hold dialogues with stakeholders, including our general meeting of shareholders, analyst presentations, and facility tours.

Relationships with Stakeholders
The ANA Group's Responsibilities Major Means of Dialogue
Customers
  • We raise the level of security and trust with safety as our unequivocal mission in all our businesses.
  • We aim to be the world's leading airline group in customer satisfaction by creating new value while taking our customers' viewpoints at all times.
  • Customer Service Desk
  • ANA Disability Desk for passengers who require assistance
  • Customer Satisfaction Survey
  • Written in-flight comments
  • Group interviews
Shareholders and Investors
  • To increase shareholder value, we are constructing a strong enterprise that is able to generate stable earnings and provide a continuous return on investment.
  • We conduct timely and appropriate disclosure of corporate information.
  • General Meeting of Shareholders and investor presentations
  • Investor relations activities
  • Questionnaires about socially responsible investment
  • Publication of the ANA VISION booklet for shareholders
Business Partners
  • We conduct honest and fair trading while maintaining legal and regulatory compliance based on the ANA Group Purchasing Policy, and voluntarily practice CSR-based procurement.
  • We value our partnerships with our trading partners, cooperating and alliance companies and other organizations, and aim to grow with them while working together to realize a sustainable society.
  • Briefings and training, meetings for opinion exchange
  • Questionnaires for business partners
  • Worksite tours
  • Projects with airline alliance partners
Employees
  • By respecting human rights and supporting independent growth and diverse working styles, we aim to be a corporate group where our employees can display their capabilities through motivated work irrespective of age, gender or nationality.
  • Intranet, web-based internal newsletter
  • Employee Satisfaction Survey
  • Internal reporting desk (Helpline Desk)
  • Labor and management conferences
  • Education and training
Public Authorities
  • We fulfill all legal and regulatory compliance, tax and other obligations.
  • We provide cooperation and support for the sustainable development of Japanese and global society through means such as maintaining and expanding the distribution of goods and transport of people on domestic and international routes and revitalizing regional economies.
  • Activities through industry organizations and the IATA
  • Providing opinions in government councils
  • Joint public-private sector projects
Communities
  • We contribute to community development with initiatives to resolve social issues through both business and volunteer activities.
  • We continue to conduct activities to encourage reconstruction in cooperation with NGOs, NPOs and communities.
  • Volunteer activities
  • CSR lectures and educational support for the next generation
  • Opinion exchange with NGOs and NPOs
The Environment
  • We humbly recognize the environmental impact of our business activities, and implement initiatives that reflect our constant attention to what we can do for the sake of humankind and the Earth to achieve a sustainable society.
  • We are aiming to be a leading eco-friendly airline by steadily carrying out our medium-to-long-term ecology plan, ANA FLY ECO 2020.
  • Various environmental programs
  • Environmental communication activities
  • Disclosure of information through our annual report, website, etc.

Major activities of FY 2017

Dialogue with Shareholders and Investors

Toward improving shareholder value, we endeavor to create a stronger business foundation to generate steady, continued profits and provide shareholder returns, striving for timely, appropriate information disclosure and shareholder engagement.

The 73rd Ordinary General Meeting of Shareholders

Number of attendees 1,714people
Voting rights exercise ratio 64.1%

IR large meetings / small meetings

8times
(for institutional investors / analysts)

Dialogue with institutional investors / analysts

255times
(in Japan: 134 times; overseas: 121 times)

Presentation for private investors

14 times
Total: 1,615people
(including IR fairs)

Aircraft maintenance center tours for private shareholders

10 times
Total: 597 people

The 73rd Ordinary General Meeting of Shareholders

Dialogue with Employees

Through direct dialogue between managers and employees, we are actively sharing management strategies and the intentions of managers and thereby deepening mutual understanding.

FY2018-22 Group Corporate Strategy tour event with top management

20times
Total: 1,268people

Exchanging opinions about the FY2018-22 Group Corporate Strategy

Dialogue with International Society

In regard to material issues in management strategies, by actively conducting dialogue with industry groups as well as NGOs / NPOs, we are fostering understanding of the ANA Group's approaches and initiatives. In addition, we are working to rapidly identify changes in the environment and to reflect them on a global level in our business activities.

Participating in an international conference on the environment

11times
(Indonesia, Malaysia, Canada, Switzeland, Mexico,Japan)

Overseas dialogue with human rights organizations

3times
(Germany, Thailand, Malaysia)

Participation in international conferences on human rights

8times
(Switzeland, Japan, Germany)

Dialogue in Thailand With Human Rights Groups

Dialogue with Business Partners

We share our CSR Guidelines with our business partners and seek their understanding and cooperation in encouraging CSR practices throughout the entire supply chain.
We demonstrate the importance we attach to ANA Group food safety and hygiene to customers and business partners by offering tours of the ANA in-flight meal processing factory. This is a helpful way to promote an understanding of the ANA Group commitment to safety and security.

CSR monitoring survey

Vendors/Business Partners Surveyed 201companies

ANA in-flight meal factory tours

55times Total: 1,357people

ANA hosts visitors on in-flight meal processing factory tours
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