CONTENTS WELCOME ABOARD YOU CAN ALWAYS GO FURTHER OPERATIONAL EFFICIENCY, SUSTAINABILITY AND SAFETY RELATIONSHIPS MANAGEMENT AND PERFORMANCE CORPORATE INFORMATION GRI INDICATORS WELCOME ABOARD 2010 HIGHLIGHTS VALUE ADDED NET OPerating REVENUE OF R$ 6,979.5 1% 4% DISTRIBUTION MILLION, 15.8% UP ON 2009. (in 2010) 14% [GRI EC1] 31% AVerage load FACTOR OF 67.1%, 3.5% HIGHER THAN IN 2009. OPerating INCOME OF R$ 697.8 MILLION, 32% WITH A MARGIN OF 10.0%, VERSUS R$413.3 18% MILLION IN 2009. Total: R$ 4.022.872 T OTAL CASH (CASH AND short-TERM Financial Employees Government Creditors INVESTMENTS) closed THE YEAR at R$1,978.6 MILLION, Leaseholders Shareholders Reinvested CORRESPONDING to 28.3% OF ANNUAL NET REVENUE. SUCCESSFUL DELEVeraging OF THE balance SHEET AND EXTENSION OF THE DEBT ProFILE. 7 retros 2010 PECTIVE Company’s sustainability UARY APRIL initiatives and raise JULY JAN the awareness of its • First Air France code-share • Begins regular flights employees. • Launches the flight, from São Paulo to to Punta Cana, in the Conhecimento GOL Portal, Brasília. Dominican Republic, in the • Launches the Chega Logo through which employees Caribbean, under the Varig (Get Here Soon) GOLLOG can share informative • Launches the Memória brand, with Comfort Class advertising campaign. material online. Portal, retelling the history and differentiated services. of GOL. • Ranked 50th among the • Receives Best Corporate 100 biggest companies in • Launches iPhone check-in Governance and Best terms of market cap, 6th application. Investor Relations Website among the best transport awards from IR Global companies and 53rd among Rankings 2010, the 12th the 200 private groups in edition of these awards. Brazil, by Exame Melhores e Y Maiores magazine. RUAR • Presents request to FEB buffet service in the VIP implement a code-share • Launches the “Give a OBER room for international OCT • Inaugurates flights to agreement with Delta Air different Father’s Day flights in Guarulhos airport, Bauru, in the interior of the Lines. present: yourself” • GOLLOG inaugurates in São Paulo. state of São Paulo. campaign. new cargo terminal in • GOL is ranked 75th among Congonhas airport, in São • Announces interline NE • Ranked 5th among the JU the 500 best companies in Paulo. agreement with Taca Peru. 50 most-mentioned • Launches IR website totally Brazil. • Partnership with Hipercard integrated with the leading companies and • Operational start-up of for ticket payment in social media. organizations by Jornal • GOLLOG adds six more the Shared Services Area installments. Panrotas. franchises to its list of 80. (DSC). • Reaches the one million • Transports 117,543 flight mark with FOQA • Launches new internal • Begins sales of flights to • Launch of the new passengers on Carnival (Flight Operations Quality communications campaign Montes Claros, in Minas Code of Ethics, which Friday, a new record. Assurance), a safety system focused on safety. Gerais. was distributed to all implanted in 2004. • Launches the SMILES employees. It was also • Develops own Aircraft the topic of an e-learning Maintenance Waste MaY • Becomes a full member Powered by Hipxik on-line purchasing club, exclusively course. Management Program. • Announces interline of IATA (International Air Transport Association), for the program’s seven agreement with InselAir, in UST million members. ER Curaçao, in the Caribbean. whose members comprise AUG NOVEMB around 230 airlines • Closes interline agreement worldwide. • Promotes Voo Solidário • Announcement of flights to with China Air Lines, based MARCH (Solidarity Flight) in Jorge Newberry Airport in in Taiwan, China. • Begins flights to Saint ER association with the Bauru EPTEMB Buenos Aires, Argentina. • Concludes expansion of the Marteen, in the Netherlands S • Joins Abraba (Brazilian Antilles, in the Caribbean. municipal government to Aircraft Maintenance Center, Aviation Biofuels Alliance), commemorate the city’s • The Technical Vice- in Confins, Minas Gerais. to promote initiatives • Launches the Intern anniversary. ER Presidency and Operations CEMB • Discloses new tariff to develop and certify Program in order to identify DE • Receives the Best Company Area launch the Instructors’ framework, with four sustainable aviation biofuel and train future talents. in the Transportation Training Course. • For the second time, GOL options for clients and two solutions. • Begins flights between Service Sector award from was certified with the IOSA exclusively for travel agents. • GOL establishes a • Begins training in the use Guarulhos international IstoÉ Dinheiro magazine. (IATA Operational Safety partnership with NOAR • Announces payment of of the GHG Protocol to airport, in São Paulo, and Audit) registration, the • Launches the Vá de GOL e Linhas Aéreas, in the dividends and interest on control greenhouse gas Barbados, in the Caribbean, most important global volte por R$ 1 promotion, Northeast of Brazil. emissions. handled by Varig. equity. which allows passengers to safety assurance from the • Launches new brand International Air Transport • Receives award for Best • In order to move ahead purchase the return leg of positioning: “GOL. You Can Association (IATA). Management in the Aviation with the GHG Protocol their trip ticket for just R$1. Always Go Further”. project, starts the Sector from Euromoney • GOL records higher year-on- • Announcement of the Sustainable Project • Begins receiving shared magazine. year first-half sales growth commercial agreement Office to centralize all the flights with American than any other airline. with Passaredo Linhas Airlines. Aéreas. • SMILES launches new 9 ABOUT REPort [GRI 3.1/3.2/3.3/3.6/3.7/3.10/3.11] In 2010, for the first time, GOL Linhas Aéreas Inteligentes SELECTION AND engagement has prepared its Annual Sustainability Report based on Global OF staKEHOLDERS Reporting Initiative guidelines, an international standard for [GRI 3.5/4.14/4.15/4.16/4.17] reporting economic, social and environmental performance. By adopting these parameters, GOL is ensuring that its When GOL began to prepare the Sustainability Report, it accountability with its various stakeholders is reinforced by conducted an electronic survey of its stakeholders on the added transparency and credibility. The new criteria also allow topics to be addressed to identify the degree to which each for international comparisons between different years and group is interested in each issue. companies, and provide the company with yet another initiative Prior to this, the Company’s Social Responsibility area, to further strengthen its brand image. responsible for developing the Report, carried out an analysis The GRI standards also constitute an important step towards of which stakeholders should be chosen and the possibilities managing sustainability within GOL, as their adoption involved and technical limitations of implementing a survey in the representatives from many different areas in the collection first year of adopting the GRI guidelines. The following and auditing of information, and even in the creation of new groups were included in the analysis: direct and outsourced procedures for monitoring indicators, as part of a continuous employees; individual and corporate clients; civil society; learning and improvement process. social, environmental and sector-specific organizations, The information contained in this report encompasses the including NGOs; unions; and companies with whom GOL Company’s activities in Brazil, through its six administrative maintains strategic alliances. After examining the results, units and 53 bases in national airports. The indicators do not four stakeholder groups were selected: employees, investors, include data on international airport facilities, although the suppliers and clients. content does address GOL’s operations in other countries. The The stakeholder survey involved 2,488 people, who could report is published annually and this edition covers the period choose five of the 34 major aspects covered by the GRI between January 1 and December 31, 2010. performance indicators. The main topics of general interest Given its scope, the publication falls into level B+ of the were, in decreasing order of importance: 1) Customer health GRI framework, where levels A, B and C refer to the number and safety; 2) Materials (environmental aspects); of indicators reported. GOL responded to 42 mandatory 3) Emissions, effluents and waste; 4) Employee training and profile indicators, in addition to 51 performance indicators, education; and 5) Economic performance. 20 of which are mandatory, including at least one from each The main subjects of interest are addressed throughout this of the following categories: Economic, Environment, Labor Sustainability Report. Our challenge for the future is to improve Practices and Decent Work, Human Rights, Society and our initiatives and show our stakeholders that we are achieving Product Responsibility. It also supplied information on how the an increasingly consistent performance regarding these issues. indicators in each category are managed. Following the same logic as the questionnaire, which This report in PDF format was compiled in Portuguese and required participants to select five of the 34 items, the English and is available on GOL’s Investor Relations website: results are presented from the point of view of the five most www.voegol.com.br/ri. important topics overall and in each participant category. At the end of this document there is a specific index to help locate the responses