1. General

EVA Airways Corporation (EVA Air) regularly provides air transportation services to and from Canada. EVA Air complies with all applicable disability regulations and is committed to providing inclusive and accessible services for all passengers and employees.

EVA Airways Corporation (EVA Air) established and published its three-year Accessibility Plan (2023–2026) on EVA Air’s official website based on the Accessible Canada Act, S.C. 2019, c. 10 (the “ACA”) and related regulations, including the Accessible Transportation Planning and Reporting Regulations (the “ATPRR”) and the Accessible Transportation for Persons with Disabilities Regulations (“ATPDR”).

EVA Air remains committed to identifying and removing barriers and preventing new barriers in key areas outlined in the ACA and its associated regulations, including the ATPDR and the ATPRR.

The 2025 Accessibility Plan Progress Report (Progress Report) reflects EVA Air’s commitment to identifying and removing barriers for persons with disabilities and ensuring a safe, comfortable, and accessible travel experience for all. The Accessibility Plan and Progress Report also address barriers that may exist in an employee’s experience at EVA Air. EVA Air remains dedicated to fostering an inclusive, supportive, and safe work environment for all team members.

To obtain a copy of EVA Airways’ Accessibility Plan, Progress Report(s), or Feedback Process in an alternative format, please contact our designated Accessibility Officer at the Accessible Services Desk:

1-604-214-6608 ext. 117. TTY: 1-800-695-1188 (TTY), email to evacares@evaair.com, or mail us at:

The Accessibility Officer
EVA Airways Corporation

EVA Air welcomes feedback on passenger experiences and our Accessibility Plan to assist in our ongoing commitment to identify and remove accessibility barriers. Other than anonymous feedback, EVA Air will acknowledge receipt of feedback using the same method of communication from which it was received.

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2. Progress in areas covered by Section 5 of the Accessible Canada Act

2.1 Information and Communication Technologies (ICT)

EVA Air Accessibility Measures for Customer Services

EVA Air recognizes the importance of Information and Communications Technologies (ICT). Accessible ICT can remove barriers for persons with disabilities accessing EVA Air’s services. At the same time, EVA Air recognizes that some advances in ICT may create barriers to persons who do not have regular access to modern technology. Therefore, EVA Air provides a range of ICTs to ensure that EVA Air’s services are accessible to all.

EVA Air remains committed to providing accessible and inclusive customer service for persons with disabilities. EVA Air has implemented and improved the following measures:

• EVA Air provides the TTY/711 telecommunications number for all reservations, ticketing, and related customer services in North America.
• EVA Air’s contact information for accessibility services is communicated on the website in simple, clear and concise language.
• EVA Air publishes the complaint resolution services that it offers and how a passenger may access those services in simple, clear and concise language.
• EVA Air publishes all accessibility services that it offers to persons with disabilities and any conditions that apply to those services on our website in simple, clear and concise language.
• Persons wishing to provide feedback regarding EVA Air’s accessibility services, accessibility barriers encountered, and/or request accessible services may do so by writing to The Accessibility Officer of EVA Airways at the Vancouver International Airport mailing address and/or by email to evacares@evaair.com.
• EVA Air is committed to making its website evaair.com accessible to all persons, regardless of their abilities and/or age. EVA Air has developed evaair.com in accordance with the W3C Web Content Accessibility Guidelines (WCAG) 2.0 Level AA standards. EVA Air continues to work with organizations representing individuals with disabilities to further improve our website’s usability and accessibility.
• EVA Air’s in-flight menu and wine list are available on our website and complies to the WCAG 2.0 Level AA standards.
• EVA Air’s Duty-Free Pre-Order website has been redeveloped and relaunched based on WCAG 2.0 Level AA standards.
• EVA Air’s Gate Information Displays utilize large screens in boarding areas to present essential flight information in a simple, clear, concise and highly visible manner for passengers awaiting departure.

Ongoing Efforts in Information and Communications Technology (ICT) Accessibility

EVA Air is committed to identifying and removing barriers and providing accessible ICT. To further enhance the accessibility of our online and digital services, EVA Air has implemented the following measures:

• Systematic review and improvement of EVA Air’s website and online services to ensure that the website layout is easy to navigate, to ensure that essential travel information is easy to locate, and that simple, clear and concise language is used to ensure understanding for all passengers.
• Technical training programs for EVA Air staff to ensure our team members are equipped with the necessary knowledge and skills to maintain and improve accessibility.
• Regular evaluation and enhancement of EVA Air’s website and online services to ensure compliance with the latest Website Content Accessibility Guidelines (WCAG) standards.
• Integration of accessibility at every stage of development of EVA Air’s website and online services.

EVA Air remains dedicated to identifying and removing accessibility barriers to ensure a seamless, dignified, and inclusive travel experience for all passengers.

2.2 Communication, other than ICT

Accessible Communication Measures at EVA Air

EVA Air is committed to providing accessible communication for persons with disabilities. EVA Air has implemented and continues to improve the following measures as part of our ongoing accessibility initiatives:

• Individual safety briefings tailored to the specific needs of passengers with disabilities.
• Braille materials and safety demonstration kits are available on to passengers on board.
• Verbal descriptions of meals and beverages are available for visually impaired passengers.
• Simple, clear, concise and plain language instructions are provided for navigating the cabin and using onboard lavatories.
• TTY/711 telecommunications services are available in North America for reservations and ticketing.
• Public announcements at airports are designed to be accessible through auditory and visual formats to clearly inform all passengers about gate changes and flight disruptions.
• For flights boarding in Vancouver International Airport and/or Toronto Pearson International Airport, travel information such as gate changes or flight disruptions are communicated in numerous ways to provide accessible communications to all persons, including verbal and visual announcements at the boarding gate and ensuring updates are communicated to Airport Authority for terminal-wide announcement and display.

EVA Air has implemented the following measures to support a barrier-free travel experience:

• EVA Air provides Video Remote Interpreting (VRI) service for deaf and hard of hearing persons at check-in counters in North America
• At the Vancouver International Airport and Toronto Pearson International Airport, the following accessibility services are available to EVA Air passengers
  • Hearing Loop System: Available at certain check-in counters for passengers with hearing aids or cochlear implants. Hearing Loop Systems are designed to wirelessly transmit audio to a passenger’s existing hearing devices for deaf or hard of hearing persons.
  • Aira App: A free visual interpretation service with unlimited use for blind or partially sighted passengers. Aira App is accessible at the following link: https://aira.io/ .
  • On-Demand Translation Services:
    • Vancouver International Airport: On-demand translation services are available to all persons on a 24/7 basis, including American Sign Language (ASL) and Video Remote Interpreting (VRI) for deaf or hard of hearing passengers. Dual headsets are also available at airport information counters for hard of hearing passengers.
    • Toronto Pearson International Airport: Direct interpretation services are available to all passengers. LanguageLine can be accessed anytime through a Passenger Service Representative via tablets at information desks throughout the airport. Forty languages are available through audio, video, sign-language and live language translation support. Video Remote Interpreting (VRI) is also available for American Sign Language, British Sign Language.
• EVA Air’s public announcements are delivered in both audio and visual formats, with visual paging on display screens to ensure simple, clear and concise communications that are accessible for all passengers.
• Passengers seated near individuals with severe allergies are asked to refrain from using products containing allergens. In-flight announcements are made to promote awareness and sensitivity.
• EVA Air staff are trained to assist at airport check-in counters, ticketing offices, and onboard when additional accessibility support is requested.

EVA Air provides the following support measures:

• Providing communications in simple, clear, concise and plain language or in handwriting, as appropriate.
• For passengers with disabilities who require, but are not traveling with an aide, ground handling agents will arrange escort services to assist them to the terminal gate.
• EVA Air remains dedicated to eliminating communication barriers and ensuring that all passengers have a safe, inclusive, and dignified travel experience. EVA Air is committed to continue to improve and advance these initiatives.

2.3 Procurement of goods, services and facilities

Commitment to Accessibility in EVA Air’s Procurement and Onboard Services

EVA Air is committed to promoting accessibility across all aspects of our operations, including the procurement of goods and services. As part of our continued efforts to remove barriers and support passengers with disabilities, we have implemented the following initiatives:

• All new wide-body aircraft are equipped with at least one accessible restroom in the cabin to ensure greater comfort and dignity for all passengers.
• Each wide-body aircraft is equipped with an on-board wheelchair, available for use by passengers with reduced mobility during the flight.
• Each wide-body aircraft is equipped to transport larger power wheelchairs in the cargo hold; however, passengers are encouraged to contact EVA Air to provide details of their wheelchair to ensure their mobility device can be physically accommodated in the aircraft.

EVA Air is committed to ensuring that the products and services obtained do not create accessibility barriers. We will continue to evaluate and enhance the procurement processes to ensure all products and services accommodate the needs of persons with disabilities and prioritize accessibility in the design and delivery of our products and our procurement of services.

2.4 Design and delivery of programs and services

EVA Air’s Commitment to Training and Development for Accessible Services

At EVA Air, we are dedicated to ensuring our staff are equipped with the knowledge and skills necessary to provide respectful and effective service to persons with disabilities. As part of this commitment, we have implemented the following mandatory training programs:

• Sensitivity and Awareness Training Program: provides guidance on how to appropriately interact, assist and communicate with persons with disabilities. This training is provided during every employee’s onboarding process.
• Annual Recurrent Training Program: to maintain high standards of service, EVA Air conducts annual refresher courses to reinforce and update our employees’ knowledge on effective communication and support for passengers with disabilities.
• Service Skills Training Program: provides realistic simulations designed to prepare staff for assisting passengers with disabilities during all phases of the EVA Air travel experience.
• Sign Language Training Program: Between March 25, 2024, and June 26, 2024, all EVA Air cabin crew members completed online basic sign language training. As of 2024, the Sign Language Training Program is mandatory for the requalification of existing cabin crew and onboarding training for new cabin crew.
• Special Passenger Handling Training Program: as part of onboarding cabin crew training, this course focuses on practical skills for assisting passengers with specific needs (e.g., wheelchair users, blind, or deaf passengers), covering DOT regulations and including hands-on exercises to enhance cabin crew capability.

EVA Air continuously seeks feedback and suggestions from employees and passengers to further enhance the effectiveness of our training programs. The feedback EVA Air receives and incorporates supports our goal of consistently improving EVA Air’s quality of service and ensuring accessible, barrier-free travel for all passengers.

For more information regarding EVA Air’s feedback process, please refer to Section 4 Feedback Information.

2.5 Transportation

EVA Air’s Commitment to Accessible and Seamless Travel for Passengers with Disabilities

EVA Air is committed to providing passengers with disabilities a travel experience that is free of barriers, ensuring a supportive, safe, and seamless journey from start to finish. To achieve this, EVA Air has implemented and will continue the following measures:

• Individualized Assistance: EVA Air provides personalized support at check-in, boarding, in-flight, and disembarking. This includes wheelchair assistance, boarding support, and personalized assistance for passengers with disabilities.
• Onboard Wheelchairs and Accessible Lavatories: Each wide body aircraft is now equipped with onboard wheelchairs (WCOB) and accessible lavatories to ensure comfort and convenience during the flight.
• Passenger Transfer Kits (WPTK): To ensure a smooth and comfortable transfer from the onboard wheelchair to the aircraft seat, each wide body aircraft is equipped with a Passenger Transfer Kit, providing additional support to passengers with disabilities.

EVA Air will continue to collect feedback from employees and passengers to identify barriers and areas to improve our transportation services to ensure an accessible travel experience for all passengers.

2.6 Built Environment

EVA Air’s Commitment to Accessibility at Canadian Airports

As a foreign carrier, EVA Air does not have jurisdiction over specific areas, such as airport terminals at Canadian airports. EVA Air remains committed to ensuring that passengers with disabilities receive accessibility services through our designated ground handling agents at both Vancouver International Airport and Toronto Pearson International Airport.

In addition to our existing services, EVA Air will implement the following measures:

• Accessible Wayfinding: EVA Air is committed to providing wayfinding information in accessible formats, including audio and/or braille, at key locations within the airport terminal. This includes information on accessible parking spaces, entrances, check-in counters, and the locations of service animal relief areas. EVA Air continues to work with local Airport Authorities to implement accessible infrastructure, such as larger elevators to accommodate passengers with assistive devices and reduced mobility.
• In addition, passengers will be able access accessibility applications such as “IARA” and/or “Be My Eyes” for wayfinding assistance inside the aircraft for blind and low vision passengers. EVA Air frontline staff are trained to understand and provide practical guidance on assisting passengers with diverse needs, ensuring our staff are well-equipped to provide appropriate support. EVA Air will continuously review and enhance staff training content to align with industry best practices and regulatory requirements.
• Comprehensive Airport Tours: EVA Air will conduct tours of Vancouver International Airport and Toronto Pearson International Airport to identify potential operational and/or accessibility barriers. The airport tours will assist EVA Air identify and address accessibility barriers and improve the travel experience for all passengers.

2.7 Employment

EVA Air takes pride in the diversity of its workforce and remains firmly committed to cultivating and an inclusive and supportive workplace for all persons. Our diversity, equity and inclusion policy incorporates advocacy for the employment rights of all persons with disabilities. EVA Air is committed to providing individuals with visible and invisible disabilities with equitable opportunities to participate, contribute and succeed at EVA Air.

• The Employee Accessibility Survey was distributed as part of the Accessibility Plan’s development process. To further promote engagement and streamline feedback collection, the survey was subsequently made accessible on EVA Air’s internal online platform. All feedback is reviewed and considered to consistently improve the working environment.

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3. Provisions of CTA accessibility-related regulations

EVA Air is a large foreign transportation service provider that has transported at least one million passengers each year for the last two years. EVA Air qualifies as a “large carrier” for the purposes of the Accessibility Transportation for Persons with Disabilities Regulations (ATPDR). EVA Air is subject to applicable provisions of Part 2, Service Requirements Applicable to Carriers of the Accessible Transportation for Persons with Disabilities Regulations. EVA Air is committed to not only meeting but also exceeding the applicable standards in the ATPDR.

As detailed in Section III of the 2025 Accessibility Plan Progress Report, EVA Air has implemented the Accessibility Plan over the past two years, demonstrating dedication to ensuring accessibility for all passengers and employees. EVA Air remains committed to further improving and implementing our Accessibility Plan in the future.

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4. Feedback Information

EVA Air values the feedback we receive, as it plays an important role in understanding clients’ experiences and continually improving EVA Air’s services. Accessibility related feedback related can be addressed to EVA Air’s designated Accessibility Officer via email to evacares@evaair.com or by mail to:

The Accessibility Officer
EVA Airways Corporation

Over the last year, EVA Air has not received feedback with respect to the implementation of our Accessibility Plan or barriers encountered by passengers. EVA Air acknowledges that ensuring accessibility for all passengers is an ongoing commitment and EVA Air will consider future feedback received to improve upon and enhance its Accessibility Plan and remove barriers encountered by passengers.

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5. Consultation

EVA Air consulted with persons with disabilities, members of the public, and other interested stakeholders, such as representatives from disability organizations across Canada.

EVA Air previously invited consultation from following disability organizations:

• Canadian National Institute for the Blind
• National Pensioners Federation
• Spinal Cord Injury Canada
• Voice of Albertans with Disabilities
• Canadian Hearing Services
• Guide Dog Users of Canada
• Alliance of Equality of Blind Canadians
• Canadian Council of the Blind
• Coalition of People who use Guide and Service Dogs
• Council of Canadians with Disabilities

As part of the ongoing consultation process, EVA Air is committed to ensuring continuity in its consultations by inviting the same participants who consulted on the Accessibility Plan and 2024 Accessibility Progress Report to offer feedback and insight into implementation. EVA Air recognizes that continuity in consultation is important to our commitment to meaningful connections in the community, as well as meaningful and ongoing change.

Throughout May 2025, EVA Air invited participants to review EVA Air’s Accessibility Plan, the 2025 Accessibility Plan Progress Report and our progress over the past year. We invited participants to comment on the Accessibility Plan, the 2025 Accessibility Plan Progress Report and provide feedback regarding accessibility barriers that they identified. EVA Air also invited its participants to review the EVA Air website and provide suggestions regarding how our website can be improved to enhance accessibility for all persons.

EVA Air will continue to address accessibility challenges and suggestions identified in the consultation process, such as:

• Incorporate tactile screens for the in-flight entertainment system.
• Braille versions of safety instructions and other documents on board.
• Quality courses for training frontline employees to enhance our employee’s ability to assist persons with disabilities. As part of this commitment, EVA Air has implemented the following mandatory training programs as detailed in Section 2.4 Design and delivery of programs and services.
• Wi-Fi access for persons with disabilities to access apps on their cell phones remains available for all persons upon purchase.
• Entertainment system that accommodates different needs.
• Quality contractors for ground services. EVA Air conducts an annual evaluation for ground services agents and review feedback to ensure the quality of services provided

EVA Air is in the process of consulting with service providers with respect to the development and procurement of accessible entertainment systems to incorporate into future aircraft retrofits.

As part of the consultation process, EVA Air received feedback from a person with partial sight who evaluated the EVA Air website using ZoomText, a screen magnification application. The feedback provided that EVA Air’s website was easy to navigate, and that the individual was able easily understand the website layout. The layout of the website is an important accessibility feature to persons with partial sight as it ensures that they can both access and easily navigate the entirety of the website so that they do not miss important information.

As part of the consultation process, EVA Air received feedback from a blind individual who evaluated the website using JAWS, a widely used screen reader, which reads aloud a text. The feedback provided that EVA Air’s website was accessible to blind persons.

As part of the consultation process, EVA Air was suggested to explore highly accessible websites, such as the Canadian National Institute for the Blind, the World Blind Union, and the Centre for Equitable Library Access for further accessible website design development inspiration. EVA Air greatly appreciates the feedback it has received and remains committed to improving our online platforms to ensure that they are accessible and user-friendly to all persons.

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⁠6. Conclusion

EVA Airways is dedicated to diligently pursuing the Accessibility Goals as outlined in its three-year Accessibility Plan (2023-2026). This commitment involves collaborating with disability organizations and stakeholders, gathering feedback from the public, and seeking guidance from the Accessibility Advisory Committee.

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