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Annual report
and accounts 2012

Key performance indicators

Safety first

No compromise on safety

We will never compromise our commitment to safety, which is always the first priority for all our people.

Focus on our customers

Focused on network development

We are committed to making travel easy and affordable and provide friendly service to our customers.

Focus on our network development

We are focused on improving our routes, slots and bases to build on our leading presence across Europe.

Focus on our people

We are committed to listening to our people and engaging with them to improve what we do and how we do it.

Note, from 2010, we moved from measuring satisfaction to measuring engagement.

* 2010: Satisfaction was 35%, engagement was 23%

Financially strong

We are committed to improving shareholder returns whilst remaining prudently financed with a strong, liquid balance sheet.

* underlying

* underlying