Hainan Airlines Holding Co., Ltd.
2026 Accessibility Progress Report

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

Suite 103, 6303 Airport Road

Mississauga, ON L4V 1R8

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.