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Sustainability Report Copa Airlines © 2019

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Sustainability Report Copa Airlines © 2019 SUSTAINABILITY 2019 REPORT SUSTAINABILITY REPORT COPA AIRLINES © 2019 Text Editing: TON!C Latam. Photography: All photographs that appear in this report belong to Copa Airlines. Scope: The purpose of this Report is to present to our different stakeholders the initiatives carried out by Copa Airlines, the progress achieved and challenges identified during 2019 in terms of Sustainability. For questions, doubts or suggestions regarding this report, please contact: [email protected] Communication, Corporate Well-being and CSR Department Copa Airlines Torre N., Boulevard Costa del Este, Panama City, Panama +507 217-2672 SUSTAINABILITY REPORT 2019 This digital version has some visual elements that will help you navigate throughout the document - the house icon will direct you to the main index. INDEX A YEAR FILLED SUSTAINABILITY: SAFETY - OUR 5 WITH ACHIEVEMENT 20 TOGETHER, WE FLY HIGH! 43 COMMITMENT WE ARE ETHICAL, WE ARE 7 FLYING HIGH IN 2020 24 COPA - GOVERNANCE 45 COMMITMENT WE ARE COPA AIRLINES: MEMORABLE EXPERIENCES INSPIRING COMMUNITIES 9 ALWAYS ON-TIME! 28 FOR OUR PASSENGERS 51 TO REACH HIGHER POSITIVE OUR TEAM - AT THE INTERNATIONAL 15 FINANCIAL RESULTS 34 HEART OF COPA 63 STANDARDS On the other hand, the arrows located at the bottom will take you to the previous chapter (left arrow) or to the next chapter (right arrow). In memory of the life of Mr. Ahmad Zamany, our Ex-Vice President of Technical Operations at Copa. We will remember him for being a visionary and passionate leader, who transformed us as both as a company and as human beings. SUSTAINABILITY REPORT 2019 A Year filled with achievement Flying high in 2020 We are Copa Airlines: always on-time! Positive financial results Sustainability: Together, we fly high! A YEAR We are ethical, we are Copa - Governance Memorable experiences WITH for our passengers FILLED Our team - At the heart of Copa ACHIEVEMENT Safety - our commitment THANK YOU TO THOSE A “greener” Copa WHO’VE MADE IT POSSIBLE Inspiring communities to reach higher International Standards 5 SUSTAINABILITY REPORT 2019 OAG KAYAK.com • Most Punctual Airline • Best Airline of the Year in These accomplishments are not Tin the World Latin America ours - they belong to the almost 10,000 Copa employees A Year filled with achievement throughout the region, who, with their commitment, have always Flying high in 2020 taken us one step further. FLIGHTSTATS PANAMA IN • Most Punctual Airline in POSITIVE We are Copa Airlines: Latin America for the sixth • Nominated to Panama in always on-time! consecutive year Positive (Panamá en Positivo) Positive financial results Sustainability: Together, we fly high! We are ethical, we are SKYTRAX Copa - Governance 24 7 Wall St. Insightful • Best Airline in Central America Analysis and Commentary Memorable experiences and the Caribbean for our passengers • Best Airline Personnel in Central for U.S. and Global Equity America and the Caribbean • Airline with fewer delays Our team - At the heart of Copa Safety - our commitment A “greener” Copa APEX Official Airline Ratings MONEY MAGAZINE Inspiring communities • Recommended Latin American • "Five Star APEX 2020" Airline to reach higher airline for the second consecutive year for its world class service International Standards AMCHAM Learn more about • Sustainable Leadership these recognitions here 6 SUSTAINABILITY REPORT 2019 A Year filled with achievement Flying high in 2020 We are Copa Airlines: always on-time! Positive financial results Sustainability: Together, we fly high! We are ethical, we are Copa - Governance Memorable experiences FLYING for our passengers Our team - At the heart of Copa HIGH IN Safety - our commitment A “greener” Copa 2020 Inspiring communities to reach higher International Standards 7 SUSTAINABILITY REPORT 2019 OUR TEAM ENVIRONMENT This year the results showed the highest Since August 2018, when the solar percentage of THE SUSTAINABLE panels started operating, energy commitment in the consumption has been last 10 years: 85%, DEVELOPMENT reduced by 43%. which places us among the GOALS WE TOUCH ON minus best in Latin America. A Year filled with achievement 336060 = 39,30060 tons trees In 2019 we supported more than Flying high in 2020 100 employees ON TIME! in crisis situations. We closed with We are Copa Airlines: a punctuality of always on-time! Positive financial results 91.88% an unprecedented event in the history of Copa, Sustainability: COMMUNITY Our PAC program, Together, we fly high! “Collaborator Assistance and even in the region. Program," was recognized as We are ethical, we are Since its inception in October “Best Practice” in Amcham's Copa - Governance 2014, ATA has graduated “Transformative Category 2019”. a total of 51 technicians. Memorable experiences We inaugurated the new for our passengers Health Clinic and Lactation Room With the 2019 Tech Ops Cup, in the Maintenance Hangar! Our team - At the we have positively impacted heart of Copa more than 10,000 children, PASSENGERS 3,500 patients, 4,500 young We signed the seven principles Safety - our Panamanians and 7,500 families of women empowerment 99.82% of our flights commitment in vulnerable conditions. of UN Women. had no cancellations. 987 passengers out A “greener” Copa of every thousand reach their connections. Inspiring communities This year we were able to reach higher SAFETY to send electronic notifications to inform of our passengers of International 126 children participated This year we inaugurated 79% changes in flight itinerary, Standards in the “Viaje Inolvidable” our Specialized Technical delays and cancellations. (Unforgettable Journey). Maintenance Center! 5,723 hours of volunteer US$15 million invested. work in Panama: exceeding the goal of 4,500 We concentrate 90% of the ConnectMiles hours per quarter. maintenance work in Panama. We achieved during 2019 an Only 1,20 out of every income 7% above +19,000 total hours thousand suitcases arrives budget, thanks to the of volunteer work. with some damage and 0,14 different alliances that we suffers baggage looting. implemented throughout the year. 8 SUSTAINABILITY REPORT 2019 A Year filled with achievement Flying high in 2020 We are Copa Airlines: always on-time! Positive financial results Sustainability: Together, we fly high! We are ethical, we are Copa - Governance WE ARE Memorable experiences for our passengers Our team - At the COPA heart of Copa Safety - our commitment AIRLINES: A “greener” Copa ALWAYS ON TIME! Inspiring communities to reach higher International Standards 9 SUSTAINABILITY REPORT 2019 For 71 years we have connected people and destinations across the Ameri- can continent. We are motivated by the vision of taking our country higher, strengthening our role as regional leaders in connectivity and logistics. Day by day, our team makes it possible for distances to be shorter, which is why we facilitate the transport of so many passengers, who for personal A Year filled with achievement or professional reasons, cross the skies of the continent. Flying high in 2020 We are Copa Airlines: always on-time! Positive financial results Sustainability: Together, we fly high! We are ethical, we are Copa - Governance In 2019, Memorable experiences we reached historic for our passengers punctuality figures, making Our team - At the heart of Copa us the most punctual airline Safety - our in the world. commitment A “greener” Copa Inspiring communities to reach higher International We closed the year with Standards 91,88% in our punctuality indicator. 10 SUSTAINABILITY REPORT 2019 A Year filled with achievement Our vision is to be the leading airline in Latin American aviation and the preferred Flying high in 2020 connection for travelers from the continent We are Copa Airlines: always on-time! through the Hub of the Americas. SEE MORE Positive financial Therefore, we continuously work to expand profitably and continuing to strengthen our results Panama's connectivity to enhance its com- leadership position in aviation in the region, Sustainability: mercial and tourist development. but also responsibly managing our impact on Together, we fly high! the environment, supporting the growth of We are ethical, we are To ensure that this vision becomes a reality, our human talent and contribute significantly Copa - Governance we have set ourselves a sustainable develop- to the development of the country and the ment path that not only involves growing communities in which we operate. Memorable experiences for our passengers Our team - At the heart of Copa Safety - our 71 years of commitment operations A “greener” Copa Inspiring communities to reach higher 80 destinations in 33 countries International Standards Connecting people and destinations in 1,330 airports and across 192 countries Signatories of the Global Compact since 2001 11 SUSTAINABILITY REPORT 2019 THE ROUTE TO SUCCESS: Fly OUR STRATEGIC to win MANAGEMENT TOOL "The Route to Success" is the name of our business strategy, from here an action plan is derived that we review every year and A Year filled with achievement in which we define our work pillars that indicate us way forward to ensure that we are all working aligned towards the same objec- Flying high in 2020 tives. Strengthening our clients’ We are Copa Airlines: experience always on-time! Positive financial results OUR VALUES IN ACTION Sustainability: Together, we fly high! Our first We are ethical, we are commitment Copa - Governance is safety Teamwork Memorable experiences for our passengers We work as a team and foster a positive Our team - At the environment heart of Copa Safety - our commitment We anticipate and A “greener” Copa exceed our client's Achieving expectations competitive Inspiring communities costs to reach higher International Standards We seek continuous improvement We are honest and upstanding in all our actions 12 SUSTAINABILITY REPORT 2019 2012 • We formally join Star Alliance’s global network 1947 • COPA was born as Compañía Panameña de Aviación, founded by PANAM and Panamanian investors. We started our operations A Year filled with achievement with 3 Douglas c-4 aircraft. Flying high in 2020 We are Copa Airlines: 2015 • We launched our own always on-time! loyalty program.
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