Investor Presentaiton

Improvements in customer experience Strong performance across customer satisfaction and OTP ratings, with the Group continuing to strive for excellence across all aspects of the customer experience Virgin australia group For personal use only, Achieved Virgin Australia's highest first half Net Promoter Score (NPS) since FY16 Strong OTP performance for 1H20, with Virgin Australia the leading major airline for on time departures and arrivals, and the major airline least likely to cancel a flight for 1H20 Implemented real time, daily customer satisfaction feedback across Virgin Australia's post-flight and post-contact centre calls Reduced onboard announcements to minimise disruption to guests and create a calm, quiet atmosphere Launched Nervous Flyers program, providing access to expert resources and meditation content onboard, and alerting our crew so they can keep an eye out for guests who may need extra support Continued focus on improving the sustainability of our inflight and Lounge products, which has resulted in the increased use of bio-based and recycled materials Virgin Australia Group results H1 FY20 | 10

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