Air China Limited
Accessibility Plan Progress Report（2025）

General

Air China Limited has developed and released Air China LimitedAccessibility Plan (2023-2026), striving to provide thoughtful and comfortable services for all passengers, including those with disabilities. In all of its operations, Air China is committed to making every effort to ensure that air travel is accessible to all of its customers, and to continually working to identify, remove and prevent barriers to accessibility for passengers with disabilities. Air China complies with China's "Regulations on the Administration of Air Transport for Persons with Disabilities" and all other regulatory requirements related to the transportation of persons with disabilities in its jurisdiction of operation. The provisions of Part 2 of the Canadian Accessible Transportation for Persons with Disabilities Regulations apply to flights of Air China to and from Canada.

• This Progress Report is made in accordance with the Accessible Canada Act, the Accessible Canada Regulations and the Accessible Transportation Planning and Reporting Regulations.
• Air China Contact Information & Feedback Process

Air China has designated its Customer Relationship Manager to receive feedback on its behalf and encourages customers and the public to provide feedback, including about its Accessibility Plan. To provide feedback, including on an anonymous basis, or to request Air China’s Accessibility Plan or a description of its feedback process in an alternate format, you may use any of the below options.Air China will acknowledge receipt of all feedback, other than anonymous feedback, in the same manner in which it is received.

• By Mail:

1.Air China Limited

Suite 1588 - 650 West Georgia Street Vancouver, BC, V6B 4N7 Canada

2.Customer Relationship Center

Product Service Department Air China Limited No. 16 Tianzhu West Road, Suite 4004, 4th Floor
Tianzhu Airport Economic Development Zone Beijing, 101312 People’s Republic of China

• By Telephone:

1-800-882-8122
1-604-685-9552
95583

• By Email:

1.airchina-yvr@airchina.ca

2.customer_relations@airchina.com

Communication, other than ICT

Air China recognizes the importance of identifying and addressing barriers in how it and its agents communicate with customers, including those who are deaf or managing hearing loss, those who are blind or managing vision issues.

• In March of this year, Air China administered an examination on disability service standards to its employees who provide services to people with disabilities. A total of 14,000 employees participated in the exam and passed it.
• Air China has already incorporated communication with passengers with disabilities as an important part of the training for ground and cabin crew staff. The company plans to conduct specialized training for service personnel again in June of this year, enabling employees to master the requirements and communication skills for serving passengers with disabilities.

Design and Delivery of Programs and Services

Air China strives to incorporate accessibility requirements and considerations into its procurement policies and procedures.

• The company continuously updates its onboard wheelchairs, equipping newly introduced aircraft with onboard wheelchairs and replacing any damaged ones, in order to better serve passengers with disabilities.
• Air China has also held discussions on how to streamline the procedures for transporting service animals. It aims to improve the travel experience for passengers with disabilities by simplifying the application process and documentation requirements. A preliminary work plan has already been developed.

Procurement of Goods, Services, and Facilities

Air China incorporates accessibility considerations into the contracts for purchasing aircraft. Air China includes requirements for service guarantees and protective clauses for passengers with disabilities in the agreements signed with ground agents, and requires ground agents to strictly implement our service requirements.

Built Environment

Air China understands the need to make its aircraft are as accessible as possible for all of its passengers. All aircraft operated by Air China feature seats with movable armrests, facilitating the accessibility of its seats for passengers with reduced mobility. In addition, accessible toilets are available on all aircraft used to operate Air China flights to and from Canada.

Information regarding accessibility at Vancouver International Airport is available on its website:

• https://www.yvr.ca/en/passengers/accessibility-at-yvr

Transportation

Air China has made it clear that in Air China's self operated lounges, passengers with disabilities can bring service dogs when entering the lounges.

Employment

Air China complies with laws and regulations of China and Canada that protect employees from discriminating against individuals based on disability.Air China will continue to strictly comply with all applicable employment legislation and regulations and will look for opportunities to promote an inclusive workplace for its employees.

Air China strives to promote accessible employment, pay attention to their work environment, and provide work convenience for relevant disabled employees.

Provisions of CTA Accessibility-Related Regulations

Air China qualifies as a “large carrier” for the purpose of the Accessible Transportation for Persons with Disabilities Regulations (“ATPDR”) . Paragraph 5(1)(a) and the provisions of Part 2 – Service Requirements Applicable to Carriers, of the ATPDRapply to Air China’s flights to and from Canada.

Feedback information

From the release of the Accessibility Plan to the submission of this Progress Report, Air China has not received any feedback information through its feedback process.

Consultations

To simplify the procedures for transporting service dogs, Air China conducted an in-depth consultation and discussion with passengers with disabilities and disability protection organizations.