We are committed to providing high-quality products and services and to giving customers clear and complete information so that they can make informed choices. We advertise responsibly. We protect personal data in line with applicable regulations. Feedback helps us understand customer needs and improve our services. The approach of some of our major businesses to material customer issues is described below.
Consumers are increasingly conscious of health and nutrition when deciding what to eat and drink. Eating less sugar is increasingly important. Swire Coca-Cola aims to address this by:
| Other material issues | Our approach |
|---|---|
| Responsible marketing | In line with TCCC’s Responsible Marketing Policy, we will not advertise our products in media (television, print, websites and social media) targeting children under the age of 12. We do not advertise our products in primary schools. |
| Food safety | Swire Coca-Cola regularly audits hygiene and delivery procedures to ensure compliance with its food safety standards. All of Swire Coca-Cola’s plants have FSSC22000 Food Safety Certification. |
| Clear labelling | Swire Coca-Cola includes caloric information on the front of its packaging. Nutritional information provided is factual and easy-to-understand, and fully compliant with regulations. |
For more information, please see Swire Coca-Cola Sustainable Development Report 2020.
Swire Properties deals with three categories of customer: individual customers (retail customers and hotel guests); tenants of its commercial buildings; and those who own or occupy the residential properties which it owns or manages, or who occupy its serviced apartments. It regularly collects feedback from customers. In 2020, Swire Properties did the following:
| Other material issues | Our approach |
|---|---|
| Responsible marketing | Marketing and communications materials comply with relevant government regulations and industry guidelines. |
| Occupant wellbeing | Buildings and workspaces are designed and operated in ways designed to promote the health and wellbeing of occupants. |
For more information, please see Swire Properties Sustainable Development Report 2020.
Customer health and safety was a priority for Cathay Pacific in 2020. It introduced contactless check-in and boarding and temperature screening. COVID-19 insurance covered passengers for COVID-19 testing and hospitalisation. It provided a quarantine allowance and got passengers home if evacuation from a destination was required.
| Other material issues | Our approach |
|---|---|
| Sustainable meal options | Responding to growing consumer awareness of the environmental and health benefits eating less meat, Cathay Pacific has served plant-based meat meal options since 2018. In 2020, it trialled serving the Impossible Burger on long-haul flights to London, San Francisco and New York. |
For more information, please see Cathay Pacific Sustainable Development Report 2020.
Under our Personal Data Policy, group companies are required to comply with applicable legal requirements relating to the handling of personal data (including its collection, holding, processing, disclosure and use) and to respect the privacy of others and the confidentiality of information received in the course of business.
In 2018, Cathay Pacific discovered unauthorised access to some Cathay Pacific and Cathay Dragon passenger data. Immediate action was taken to contain the event and a thorough investigation was carried out.
In March 2020 the UK Information Commissioner’s Office (ICO) fined Cathay Pacific Airways Limited for contravention of the Data Protection Act 1998 in relation to the 2018 data incident.
During 2020, there were no convictions for non-compliance with laws and regulations relating to customer privacy that would have a significant impact on the group.
Swire Properties has a Data Management and Protection Policy that provides guidance on the handling of customer data. Employees are required to follow internal guidelines covering the collection, processing, transfer, retention, and disposal of customers’ personal data. Data protection obligations are included in contracts with third-party data processors.
In 2020, Swire Pacific established a Personal Data Working Group under the Legal Committee. Please see our Swire Pacific Annual Report 2020 for details of our risk governance structure.
