I. General

Hainan Airlines Holding Co., Ltd. ("Hainan Airlines") is committed to providing safe, dignified, inclusive, and barrier-free air transportation services for all passengers, including persons with disabilities. Accessibility remains an integral component of Hainan Airlines’ customer service strategy, and Hainan Airlines is dedicated to identifying, removing, and preventing barriers throughout every stage of the passenger journey.

This Progress Report summarizes the initiatives undertaken during the 2025–2026 reporting period in support of the 2023–2026 Accessibility Plan and demonstrates Hainan Airlines’ ongoing commitment to meeting applicable accessibility requirements under:

•     Accessible Canada Act (ACA) and associated Regulations;

•     Assible Transportation for Persons with Disabilities Regulations (ATPDR), Part 2 (SOR/2019-244); and

•     Measures for the Administration of Air Transport for the Disabled issued by the Civil Aviation Administration of China (CAAC).

During the reporting period, Hainan Airlines continued to enhance accessibility across digital services, customer communications, airport operations, onboard services, employee training, procurement practices, and stakeholder consultation processes. Feedback received from passengers and employees remained an important source for identifying improvement opportunities and supporting Hainan Airlines’ commitment to continuous accessibility enhancement.

Contact Information

Hainan Airlines has designated the Customer Service Manager to receive accessibility-related feedback. Members of the public may submit feedback (including anonymous feedback), request this Progress Report or the Accessibility Plan in an alternate format, or inquire about Hainan Airlines’ accessibility feedback process through the following channels:

By Mail

Customer Service Manager

Hainan Airlines Holding Co., Ltd. – Toronto Branch

Po Box 6017 - 6500 silverdart Dr

Hainan Airlines amf/vista

Mississauga, ON, Canada, L5P 1B0

Canada

By Telephone

Global Customer Service Hotline

+86 898 95339 (24 hours)

By Email

customer.care@hnair.com

Hainan Airlines acknowledges receipt of all non-anonymous accessibility feedback using the same communication method through which the feedback was received.

II. Information and Communication Technologies (ICT)

Hainan Airlines continued to improve the accessibility of its digital platforms to enable passengers with disabilities to independently plan, manage, and complete their travel arrangements.

Key initiatives during the reporting period included:

• Cntinuing to enhance the accessibility of the official website and mobile application by improving page layouts, text contrast, navigation functions, and compatibility with commonly used screen readers and assistive technologies.

• Optimizing the online special assistance request process, allowing passengers to submit accessibility-related service requirements more efficiently during the booking process.

III. Communication (Other than ICT)

Hainan Airlines continued to enhance accessible communication across in-person and telephone service channels.

Actions undertaken included:

• Providing regular accessibility awareness and communication training for airport customer service representatives, contact centre employees, and cabin crew members.)

• Strengthening communication techniques to better support passengers who are deaf, hard of hearing, blind, partially sighted, or who have speech, cognitive, or other communication-related disabilities.

• Supporting verbal boarding announcements with visual flight information displayed through airport information systems.

• Providing important travel information in writing or other accessible non-digital formats upon request and where operationally feasible.

IV. Procurement of Goods, Services and Facilities

Accessibility considerations continue to be integrated into Hainan Airlines’ procurement and supplier management processes.

During the reporting period, Hainan Airlines:

• Applied accessibility requirements when evaluating and purchasing customer-facing facilities, cabin equipment, and operational assets.

• Conducted ongoing oversight of contracted ground handling service providers to support compliance with applicable accessibility standards and regulatory requirements.

• Continued to ensure the availability of onboard wheelchairs and other required accessibility equipment through fleet procurement and maintenance planning processes.

V. Design and Delivery of Programs and Services

Hainan Airlines continued to provide accessible transportation services designed to meet the needs of passengers requiring additional assistance.

These services include:

• Transporting personal mobility aids and assistive devices without additional charge, subject to applicable safety requirements.

• arrying qualified service animals in accordance with applicable domestic and international aviation regulations.

• Providing individualized safety briefings before departure for passengers with sensory, mobility, or cognitive disabilities based on their specific needs.

VI. Transportation

Hainan Airlines continued to work closely with airport authorities and contracted ground service providers to support accessible travel throughout the passenger journey.

Frontline personnel remained available to provide assistance throughout:

• Check-in areas and self-service facilities;

• Security screening and border clearance processes;

• Boarding gates, jet bridges, and aircraft boarding or transfer procedures; and

• Arrival areas and baggage claim facilities.

VII. Built Environment

Hainan Airlines continued to maintain and improve accessibility within its operating environment through cooperation with airport partners.

During the reporting period, Hainan Airlines:

• Maintained onboard wheelchairs on wide-body aircraft operating long-haul international services, including flights between Canada and China.

• Continued operating aircraft equipped with movable aisle armrests to facilitate safe and dignified transfers between airport wheelchairs and passenger seats.

• Provided accessible lavatories on aircraft where aircraft configuration permitted.

• Collaborated with airport authorities at Beijing Capital International Airport (PEK) and Shenzhen Bao’an International Airport (SZX) to support accessible terminal facilities, including low-height service counters, improved wayfinding signage, and accessible passenger circulation.

VIII. Provisions of CTA Accessibility-Related Regulations

Hainan Airlines continued to comply with the service requirements applicable to carriers under Part 2 of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) for all flights operating to and from Canada.

IX. Feedback

Between July 2025 and May 2026, Hainan Airlines received accessibility-related feedback through customer service hotlines, email channels, airport service counters, and post-flight customer surveys.

The primary themes identified through feedback analysis included:

• Coordination of wheelchair services between airport service providers;

• Boarding wait times and priority boarding procedures;

• Clarity of pre-travel information regarding the reservation of special assistance services; and

• Handling and tracking of checked mobility aids.

In response to this feedback, Hainan Airlines strengthened coordination with contracted ground handling providers, enhanced localized accessibility training for frontline personnel, and improved information sharing between reservation systems and airport service teams to support more efficient and consistent accessibility service delivery.

I. General

Hainan Airlines Holding Company Limited (“Hainan Airlines”) is committed to providing inclusive, safe, and barrier-free air travel experiences for all passengers, including individuals with disabilities. As part of our broader mission to serve the global community with excellence, we continuously work to identify, remove, and prevent accessibility barriers across all areas of our operations.

Since the release of our 2023–2026 Accessibility Plan, we have implemented a series of measures in alignment with applicable national and international legislation, including:

• Masures for the Administration of Air Transport for the Disabled (Civil Aviation Administration of China, 2014)
• Acessible Canada Act and associated regulations
• Part 2 of Canada’s Accessible Transportation for Persons with Disabilities Regulations (SOR/2019-244)

Hainan Airlines is dedicated to ensuring that all passengers are treated with dignity and respect, have equitable access to services, and are supported by inclusive systems that promote autonomy and participation.

Hainan Airlines Contact Information

Hainan Airlines has designated its Customer Service Manager to receive feedback on its behalf and welcomes customers and the public to provide feedback, including about its Accessibility Plan. To provide feedback, including on an anonymous basis, or to request Hainan Airlines' Accessibility Plan or a description of its feedback process in an alternate format, you may use any of the following options. And Hainan Airlines will acknowledge receipt of feedback, other than anonymous feedback, in the same manner in which it was received.

By Mail:

Passengers may send written feedback to our Customer Service Manager at the following address:

Hainan Airlines Holding Co., Ltd, Toronto Branch
Suite 103, 6303 Airport Road
Mississauga, ON, CANADA L4V 1R8

By Telephone:

Passengers may call our global customer service hotline:+86 898 95339 (24*7)

By Email:

Passengers may write by e-mail to Hainan Airlines at customer.care@hnair.com

II. Information and Communication Technologies (ICT)

Hainan Airlines remains committed to improving the accessibility of its digital platforms, including its official website and mobile application, to better serve all passengers, particularly those with disabilities. As outlined in our Accessibility Plan, the following actions have been undertaken to remove and prevent barriers associated with information and communication technologies:

1.Digital Accessibility Assessment Completed

A comprehensive review of the Hainan Airlines website was conducted based on the Web Content Accessibility Guidelines.

2.Mobile App Accessibility Improvements

Enhancements have been started to implement in the Hainan Airlines mobile app to provide an improved user experience for passengers with visual and motor impairments.

3.Feedback Collection Channels Established

Multiple feedback channels were promoted and maintained, including in-app feedback, post-flight customer surveys, and dedicated email contact for accessibility concerns.

III. Communication, Other Than ICT

Recognizing the importance of accessible non-digital communication, Hainan Airlines has made improvements in how we serve passengers with hearing, vision, and communication-related disabilities:

Enhanced staff training on verbal and non-verbal communication techniques to better assist passengers who are deaf, hard of hearing, blind, or partially sighted.

Vsibility of accessibility assistance options will be made across our service touchpoints, including airport counters and call centers.

IV. Procurement of Goods, Services and Facilities

Hainan Airlines has integrated accessibility considerations into its procurement processes as follows:

Updated internal procurement guidelines to include accessibility checklists for customer-facing equipment and infrastructure.

Engaged in dialogue with third-party service providers, including ground handlers, to raise expectations and standards for accessible service delivery.

Continued to provide onboard cabin wheelchair services on all wide-body aircraft used for both domestic and international flights.

V. Design and Delivery of Programs and Services

Hainan Airlines has implemented specialized service programs to better serve passengers with disabilities, including:

The “CARE MORE PROJECT”, which encompasses wheelchair assistance, the transport of mobility aids, support for service animals, and personalized care for passengers with sensory or mobility-related impairments.

The “HNA 48/24/60” service model, offering scalable advance requests (48 hours, 24 hours, or 60 minutes prior to departure) for assistance services.

Formalize an annual review process for disability-related services, using passenger feedback to refine service design.

VI. Transportation

Major airports where Hainan Airlines offers services provide public transportation options such as taxis, airport buses or subways.

Hainan Airlines recognizes the importance of accessibility in ground transportation to and from the airport. We have maintained close coordination with airport ground staff and contracted service providers to support passengers requiring assistance during check-in, security screening, boarding, and deplaning.

VII. Built Environment

Hainan Airlines continue to work with airport partners to ensure accessibility in the built environment:

All wide-body aircraft operated on long-haul international routes, including those serving Canada, are equipped with:

oMovable armrests for improved seat accessibility

oAccessible lavatories to accommodate passengers with mobility challenges

At Shenzhen and Beijing airports, Hainan Airlines has collaborated with airport authorities to pilot accessibility enhancements such as low-height counters, and improved signage for passengers with visual impairments

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

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

Hainan Airlines actively collaborates with airport authorities, wherever feasible, to identify and implement enhancements that improve the accessibility of the terminals from which it operates.

VIII. Provisions of CTA Accessibility-Related Regulations

Hainan Airlines is subject to the relevant provisions of Part 2 – Service Requirements Applicable to Carriers, of the Accessible Transportation for Persons with disabilities Regulations ("ATPDR", SOR/2019-244).

IX. Feedback Information

Between October 2024 and April 2025, Hainan Airlines received valuable feedback from passengers with disabilities through telephone, email, and in-person communication. The key areas of concern identified included:

• Enhancements to the wheelchair check-in and handling procedures

Improvements in accessibility services during the boarding process
These insights were integrated into Hainan Airlines’ broader service improvement strategy, resulting in the following actions: Optimizing wheelchair service procedures at key airports to reduce waiting times and improve overall efficiency

Feedback trends are reviewed regularly and reported to senior leadership to ensure that passenger input continues to guide the ongoing development of Hainan Airlines’ accessibility plan.

X. Consultations

Hainan Disabled Persons’ Federation

To ensure front-line staff are well-equipped to support travelers with disabilities, quarterly feedback questionnaires were administered to employees with direct experience serving this customer segment. Feedback was carefully analyzed to identify training needs and service gaps, with findings reported to senior management for action planning and continuous improvement. Additionally, regular consultations were held with the Service Standard Department to update internal service procedures based on both employee and customer feedback.

Hainan Airline will launch direct consultation activities with national and regional disability organizations, including interviews and focus groups, to gather targeted feedback on accessibility improvements in digital, ground, and onboard services, as well as prepare and share an internal summary report outlining feedback received, actions taken, and areas for further development to promote transparency and accountability.

I. General

Hainan Airlines welcomes and values the opinions of all passengers, including about its Accessibility Plan. Hainan Airlines has designated its Customer Service Manager to receive feedback on its behalf. To provide feedback, including on an anonymous basis, or to request Hainan Airlines’ Accessibility Plan, a description of its feedback process or the progress report in an alternate format, you may use any of the following options. And Hainan Airlines will acknowledge receipt of feedback, other than anonymous feedback, in the same manner in which it was received.

By Mail:

Passengers may send written feedback to our Customer Service Manager at the following address:

Hainan Airlines Holding Co., Ltd, Toronto Branch
6301 Silver Dart Dr, G308 AT Level
Mississauga, ON, CANADA L5P 1B2

By Telephone:

Passengers may call our global customer service hotline:+86 898 95339 (24*7)

By Email:

Passengers may write by e-mail to Hainan Airlines at customer.care@hnair.com

II.Information and communication technologies (“ICT”)

Hainan Airlines strives to use information and communication technologies, such as its website and the Hainan Airlines APP, to enhance accessibility for is customers. In order to identify, remove and prevent barriers in the accessibility of the information and communication technologies it uses, Hainan Airlines will:

1.review digital accessibility guidelines, including Web Content Accessibility Guidelines, and conduct an assessment of the Hainan Airlines website to identify and prioritize opportunities for improvement in its accessibility;

2.investigate ways of enhancing the accessibility of the Hainan Airlines APP to enable passengers to easily buy tickets and get detailed flight information including boarding times, gate & baggage information, and flight delays;

3.ensure Hainan Airlines website and APP made available to the public are accessible to all persons, including persons using adaptive technology;

4.collect and review passenger feedback to identify barriers and make improvements to existing Hainan Airlines website and APP.

III.Communication, other than ICT

Hainan Airlines recognizes the importance of identifying and addressing barriers in how it and its agents communicate with customers, including those who are in need of assistance due to hearing, language, and vision-related requirements. Hainan Airlines offers special assistance services for passengers with hearing and/or visual impairments that can be requested through its website, on the Hainan Airlines APP, or by telephone. Hainan Airlines also strives to ensure that its personnel receive appropriate training so that they are equipped to respectfully communicate information to passengers using diverse and accessible methods.

1. Hainan Airlines will work to update and improve its training programs for customer-facing employees, including regarding disability awareness and methods of communicating with passengers with disabilities.

2. Hainan Airlines will also investigate ways of increasing awareness of the special assistance services it offers, including for its passengers with hearing and/or visual impairments.

IV.Procurement of goods, services, and facilities

Hainan Airlines seeks to ensure that accessibility requirements and considerations are incorporated into its procurement policies and procedures wherever possible.

Hainan Airlines will regularly review its procurement policies and procedures and consider relevant feedback it receives from passengers with disabilities with a view to ensuring that accessibility considerations are integrated into its all of its procurement activities, whether these relate to the purchase of aircraft or contracting with third party service providers. At this moment, Hainan Airlines offers cabin wheelchair services on all our wide-body aircrafts for both international and domestic flights.

Hainan Airlines will also seek out opportunities to collaborate with its third party vendors and suppliers to find ways of enhancing how accessibility considerations can be incorporated into the procurement of goods and services, especially those that will be used by, or to provide assistance to, persons with disabilities.

V.Design and delivery of programs and services

Hainan Airlines has launched the “CARE MORE PROJECT” to assist passengers with disabilities, including wheelchair service; relating to the transportation of wheelchairs and other assistive devices and mobility aids; carriage of service dogs; and special assistance services for passengers with hearing and/or visual impairments. To better serve our passengers, Hainan Airlines has introduced the“HNA 48 Hours/24 Hours/60 Minutes” service programs, available for requests up to 48 hours/24 hours/60 minutes prior to departure, offering boarding assistance to passengers with disabilities. Hainan Airlines’ crewmembers and other frontline staffs receive recurrent specialized training to enable them to meet the needs of passengers with different kinds of disability who travel with Hainan Airlines.

1. Hainan Airlines will review the design of “CARE MORE PROJECT” &“HNA 48 Hours/24 Hours/60 Minutes” service programs for passengers with disabilities for opportunities to ensure it is up-to-date with best practices.

2. Hainan Airlines will consult passengers with disabilities, including through the review of feedback, to identify ways in which its employee training programs relating to the provision of special services for passengers with disabilities can be improved.

VI.Transportation

Hainan Airlines recognizes the importance of ensuring that transportation services to and from the airport terminals from which it operates flights are as accessible to all of its passengers as possible.

Hainan Airlines is committed to providing essential services for passengers requiring wheelchairs when traveling by air. At airports that meet the necessary requirements, Hainan Airlines’ ground service personnel or/and service providers that has agreements or arrangements will offer wheelchair assistance to passengers during check-in, security checks, and arrival at the boarding gate.

VII.Built Environment

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

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

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

Where possible, Hainan Airlines will collaborate with airport authorities to identify opportunities to institute improvements in the accessibility of the terminals from which it operates.

VIII.Provisions of CTA Accessibility-Related Regulation

Hainan Airlines is subject to the relevant provisiosns of Part 2 – Service Requirements Applicable to Carriers, of the Accessible Transportation for Persons with disabilities Regulations (“ATPDR”, SOR/2019-244).

IX.Feedback Information

Since the implementation of the accessibility plan, we have received 8 telephone calls on service inquiries. We will actively take passengers opinions and suggestions into consideration and further optimize our services.

X.Consultations

For drafting the Progress Report, discussions with employees from Service Standard Department and branch offices in Canada were carried out by Hainan Airlines frequently. Together with content of those tellphone calls, Hainan Airlines aim to update its service standard in future. Also, Hainan Airlines consulted via questionnaire with individuals with disabilities who have traveled onboard Hainan Airlines. The questionnaires collected feedback on reservation, ticketing, check-in, embarking, onboard travel, disembarking, and baggage claiming services provided by Hainan Airlines, and aimed to evaluate whether the services provided by Hainan Airlines can meet the needs of persons with disabilities. After fully analyzing the feedback of the questionnaire, Hainan Airlines incorporated seating arrangements, advanced check-in procedures, and dedicated assistance into its plan to further facilitate the travel of persons with disabilities and improve the accessibility of Hainan Airlines’ services. Hainan Airlines also conduct feedback questionnaire with employees in departments with responsibility for, and considerable experience in, serving passengers with disabilities to identify areas of training that employees feel they may need to continue to support passengers with disabilities. All feedback is tracked, trended, and reported to senior management on a quarterly basis with actions to address identified barriers.

Hainan Airlines will schedule meetings with the following Chinese Disability groups over the next three years to maintain effective communication with relevant organizations and federations representing persons with disabilities. Face to face interviews, virtual as well as group feedback sessions will be carried out accordingly.

China Disabled Persons’ Federation

Hainan Disabled Persons’ Federation

Hainan Airlines is committed to continuously identifying, reducing, and removing barriers to travel and providing service of the upmost quality to each and every passenger.