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:

• Measures for the Administration of Air Transport for the Disabled (Civil Aviation Administration of China, 2014)

• Accessible 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.

• Visibility 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.

• Eontinued 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.

Additionally, we will:

• 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:

  1. Movable armrests for improved seat accessibility

  2. Accessible 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

• Enhancing staff training and boarding protocols to ensure timely and respectful support for passengers requiring assistance

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

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.