1. General

1.1 Introduction

EVA Airways Corporation (“EVA Air”) is an international airline based in Taiwan that operates scheduled flights to and from Canada. EVA Air is committed to identifying, removing, and preventing barriers for persons with disabilities across all aspects of its services.

In accordance with the Accessible Canada Act, S.C. 2019, c.10 (the “ACA”), the Accessible Transportation Planning and Reporting Regulations (“ATPRR”), and the Accessible Transportation for Persons with Disabilities Regulations (“ATPDR”), EVA Air previously developed and published its 2023–2025 Accessibility Plan on its official website.

This 2026–2028 Accessibility Plan represents EVA Air’s second multi-year plan and outlines the measures EVA Air will take to improve accessibility and reduce barriers experienced by persons with disabilities during air travel.

1.2 Key Terms

The following key terms are defined in the Accessible Canada Act and are used throughout this Accessibility Plan.

Barrier

A barrier is:
“Anything — including anything physical, architectural, technological or attitudinal, anything that is based on information or communications or anything that is the result of a policy or a practice — that hinders the full and equal participation in society of persons with an impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment or a functional limitation.”

Disability

A disability is:
“Any impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment — or a functional limitation — whether permanent, temporary or episodic in nature, or evident or not, that, in interaction with a barrier, hinders a person’s full and equal participation in society.”

1.3 Commitment

EVA Air is committed to ensuring equal access and participation for persons with disabilities. EVA Air strives to identify and eliminate barriers and to provide a safe, respectful, comfortable, and accessible travel experience for all passengers.

This Accessibility Plan applies to EVA Air’s operations and ancillary services provided through arrangements with third parties at Canadian and foreign terminals in connection with transportation to and from Canada.

1.4 Feedback Process and Contact Information

This Accessibility Plan was developed through consultation with various stakeholders, including persons with disabilities, disability organizations, employees, and members of the public.

EVA Air welcomes ongoing feedback regarding accessibility barriers experienced by passengers and members of the public.

Feedback regarding this Accessibility Plan or accessibility-related matters may be submitted anonymously or together with contact information through the following channels:

Telephone

EVA Air Vancouver Office Accessible Services Desk
Tel: 1-604-214-6608 ext. 117
TTY: 1-800-695-1188
Hours: Monday to Friday, 5:30 AM – 5:30 PM (Local Time)

Email

Mail

Accessibility Officer
EVA Airways Vancouver Office

Except for anonymous submissions, EVA Air will acknowledge receipt of feedback using the same communication method through which the feedback was received.

Accessible formats of this Accessibility Plan, including large print, audio, or electronic formats compatible with adaptive technologies, are available upon request.

This Accessibility Plan is published on EVA Air’s website in a format designed to meet Level AA conformance requirements under the Web Content Accessibility Guidelines (WCAG) 2.1.

Return to Table of Contents

2. Consultation

EVA Air consulted with persons with disabilities, disability organizations, employees, and members of the public to better understand barriers experienced during air travel and to identify opportunities to improve accessibility.

The consultation process was designed to be accessible, transparent, and inclusive.

2.1 Consultation with Stakeholders with Disabilities

The following disability organizations participated in the consultation process:

• Shining Through Centre
• Voice of Albertans with Disabilities
• Barrier Free Saskatchewan

EVA Air held an accessibility webinar on April 16, 2026, attended by persons with disabilities and representatives from disability organizations. Participants shared feedback regarding barriers encountered during air travel through verbal comments and written submissions via the webinar platform.

American Sign Language (ASL) interpretation services were provided during the webinar.
Participants were invited to:

• Review and comment on a Discussion Paper which forms the basis of this Accessibility Plan;
• Identify accessibility barriers encountered during air travel; and
• Provide recommendations to improve the accessibility of EVA Air’s website and services.

In addition, EVA Air distributed an anonymous online survey to persons with disabilities who expressed interest in participating in the consultation process. Survey questions addressed multiple areas described under Section 5 of the ACA.

EVA Air also established an Accessibility Advisory Committee to provide ongoing feedback, participate in procurement discussions, and support EVA Air’s accessibility initiatives.

Key Feedback Themes

The following themes were commonly identified during consultations:

• Limited accessible check-in counters and insufficient wayfinding signage;
• Inadequate assistance with baggage handling, transfers, washroom access, and seating;
• Difficulty locating flush buttons in accessible onboard lavatories;
• Sensory overstimulation in lounges and terminals due to lighting and noise;
• Limited space for service animals on international flights;
• Inaccessible boarding and gate change announcements;
• Lack of accessible communication formats during security screening; and
• Opportunities to improve onboard entertainment accessibility, crew communication, and accessible technology support.

The accessibility goals outlined throughout this Accessibility Plan are intended to address the barriers identified through consultation.

2.2 Consultation with Employees

EVA Air conducted an anonymous survey of employees working in its Canadian offices to identify workplace accessibility barriers and obtain feedback regarding accessibility initiatives. The survey took place over the period from May 8 – 17, 2026, and was completed by 37 participants.

The survey encouraged participation from all employees, including employees with disabilities, employees with non-visible disabilities, and employees working alongside persons with disabilities. Feedback received included the following:

• a request for clear and concise language in emails, statements, and presentations;
• translation services for better communications with passengers; and
• a request for simple and easy to navigate interfaces.

EVA Air recognizes the importance of promoting awareness and fostering an inclusive workplace culture throughout the organization.

Return to Table of Contents

3. Areas Described Under Section 5 of the Accessible Canada Act

3.1 Information and Communication Technologies (ICT)

Information and Communication Technologies (ICT) are essential to EVA Air’s operations and customer services. EVA Air recognizes that accessible ICT can remove barriers for persons with disabilities while also acknowledging that some technologies may create barriers for individuals without consistent access to modern technology.

To support accessibility, EVA Air provides multiple communication channels and accessible digital services.

Existing Measures

EVA Air has implemented the following accessibility initiatives:

• Accessibility contact information is clearly displayed on EVA Air’s website;
• Information regarding complaint resolution services is publicly available;
• Accessibility services and related conditions are published online;
• EVA Air’s official website, Duty-Free Pre-Order website, and inflight menu platforms were redesigned in accordance with WCAG 2.0 Level AA standards;
• EVA Air’s website supports screen readers such as JAWS and magnification tools such as ZoomText;
• Accessibility services may be accessed online, by email (evacares@evaair.com), or through EVA Air’s Vancouver office;
• Wayfinding and interpretation support tools, including the AIRA app and on-demand translation services, are available at Canadian airports.

Accessibility Goals

EVA Air remains committed to improving digital accessibility and reducing barriers related to ICT.

EVA Air will continue collaborating with the Accessibility Advisory Committee and stakeholders to improve website accessibility on an ongoing basis.

3.2 Communications, Other Than ICT

EVA Air is committed to ensuring that passengers are able to access and understand information provided throughout the travel experience.

3.2.1 Communications Related to Transportation, Passenger Aircraft, and Airport Terminals

EVA Air has implemented and continues to enhance the following accessibility measures to ensure that passengers with disabilities can access information throughout their travel journey.

Transportation Services

• Communication workshops are provided to employees to improve interactions with persons with disabilities;
• TTY /711 telecommunications support is available for reservations and customer service within North America;
• Written confirmation of accessibility services requested in advance is provided for flights to and from Canada;
• Accommodation of advanced seat selection requests is provided where operationally feasible;
• Staff support is available during check-in, boarding, and gate escort assistance, when required;
• Video Remote Interpreting (VRI), hearing loop systems, and plain-language communication support are available at select locations.

Passenger Aircraft

• Cabin crew proactively inquire whether passengers require assistance;
• Individual safety briefings are provided to the passenger and their companion or safety assistant after boarding, including information regarding access to cabin facilities;
• Braille books and safety demonstration kits regarding cabin layout, equipment, and the route to the lavatory are provided proactively. For clarification, these materials do not include or provide information regarding meal options;
• Verbal meal and beverage descriptions are available for blind passengers;
• Allergy-related inflight announcements are made to promote passenger awareness and risk mitigation;
• Closed captioning is available on inflight safety videos and onboard entertainment systems.

Airport Terminals and Airport Facilities

• Accessible wayfinding information is available in audio and/or Braille formats at key airport locations;
• Audio and visual flight announcements and visual paging systems are available at airport terminals;
• Visual and auditory public announcements are available at Canadian airports;
• Dual-headset systems are available at Vancouver International Airport information counters;
• Courtesy assistance counters are available at Taoyuan International Airport.

Accessibility Goals

EVA Air will continue improving accessible communications across all customer touchpoints.

Planned initiatives include:

• Liaise with airport operators to provide upgraded service signage and flight information displays at Canadian airports by 2028;
• Expanding French-language accessibility content;
• Continuing employee communication training related to accessibility support; and
• Reviewing additional communication tools to improve accessibility for passengers with sensory disabilities.

3.3 Procurement of Goods, Services, and Facilities

EVA Air considers accessibility when procuring goods, services, facilities, and third-party ground handling services, where operationally feasible.

Accessibility considerations are incorporated into contractual agreements and procurement processes in accordance with applicable regulations.

Accessibility Goals

EVA Air will audit and update its existing procurement policies by the end of 2027 to ensure that accessibility considerations are integrated into purchasing and vendor selection processes.

EVA Air will also continue evaluating procurement procedures to prioritize accessible design, delivery, and service standards.

3.4 Design and Delivery of Programs and Services

EVA Air is committed to incorporating accessibility considerations into the design and delivery of its programs and services.

EVA Air will continue consulting with the Accessibility Advisory Committee to support ongoing policy development and service improvements.

Existing Training Programs

EVA Air currently provides the following mandatory accessibility-related training programs to its employees:

• Sensitivity and Awareness Training Program;
• Annual Recurrent Accessibility Training;
• Service Skills Training Program;
• Sign Language Training Program for cabin crew;
• Special Passenger Handling Training Program; and
• Accessibility requirements within agreements with ground handling providers.

Accessibility Goals

EVA Air will continue consulting disability organizations and conducting internal accessibility training for frontline staff.

Planned initiatives include:

• Hands-on training for assistive devices and sensitivity-based communication strategies beginning in 2026;
• EVA Air will coordinate with airport operators to support any upgrades of accessible signage and flight information displays at Canadian airports in 2026; and
• Employee training related to the safe handling and disassembly of assistive devices, including motorized wheelchairs, by 2027.

3.5 Transportation

EVA Air is committed to providing an accessible and dignified travel experience throughout all stages of a passenger’s journey.

Existing Measures

EVA Air currently provides the following accessibility services:

• Transportation of trained service dogs, including psychiatric service dogs, in the cabin at no additional charge;
• Preferred seating accommodations for passengers travelling with service dogs;
• Personalized assistance from check-in through disembarkation;
• Wheelchair assistance for departing, arriving, connecting, and transit passengers;
• Accessible check-in services;
• Acceptance of mobility aids as checked baggage at no additional charge;
• Onboard wheelchairs on wide-body aircraft;
• Priority stowage of mobility aids;
• Gate delivery and return of wheelchairs where operationally feasible;
• Priority boarding for passengers with disabilities;
• Passenger Transfer Kits (WPTK) on wide-body aircraft;
• Assistance with movement between seats and lavatories;
• Assistance storing baggage and assistive devices;
• Stretcher accommodations where medically required;
• Use of approved portable oxygen concentrators (POCs);
• Assistance opening food packaging and preparing meals; and
• Special meal options with advance notice.

Accessibility Goals

EVA Air will liaise with airport operators by the end of 2027 to implement a coordinated approach to ensure that passengers requiring wheelchair services are assisted to the airport common areas after attending at the baggage collection turnstile without delay.

EVA Air will continue collecting feedback from employees and passengers to identify opportunities to improve accessible transportation services.

3.6 Built Environment

EVA Air is committed to improving accessibility within aircraft cabins, airport lounges, and other facilities used by passengers.

Existing Measures

Current accessibility measures include:

• Accessible lavatories on wide-body aircraft;
• Onboard storage for manual wheelchairs;
• Accessible seating areas in EVA Air lounges;
• Onboard wheelchairs on wide-body aircraft;
• Accessible seating accommodations where operationally feasible; and
• For passengers transferring at Taoyuan International Airport, a designated resting area is available for wheelchair passengers, senior passengers, or passengers requiring special assistance to take a short break.

Accessibility Goals

Beginning in 2026, EVA Air will require that all newly delivered aircraft will have the following standardized accessibility features:

• Onboard wheelchairs;
• Accessible lavatories; and
• Passenger Transfer Kits (WPTK).

3.7 Employment

EVA Air values workforce diversity and is committed to maintaining an accessible and inclusive workplace.

EVA Air employs staff in Vancouver, Toronto, and Taiwan to support operations and passenger services.

Accessibility Goals

EVA Air will:

• Consult with the Accessibility Advisory Committee regarding accessible recruitment practices;
• Continue providing workplace accommodations where required;
• Review opportunities to further improve accessibility within the workplace;
• By 2026, EVA Air will provide all emails and presentations in plain and concise language.

Return to Table of Contents

4. Provisions of CTA Accessibility-Related Regulations

EVA Air complies with applicable provisions of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) for flights departing from or arriving in Canada.

The ATPDR is intended to protect the rights of persons with disabilities to accessible transportation services.

In addition to regulatory compliance, EVA Air has implemented measures and established accessibility goals to support accessible travel services.

4.1 Section 5(1)(a) of the ATPDR – Publication

EVA Air publishes information regarding its obligations under the ATPDR and the provisions applicable to its operations.

4.2 Section 35 of the ATPDR – Services to Be Provided

EVA Air provides accessibility-related services requested by persons with disabilities unless operational limitations prevent the service from being provided.

4.3 Section 35(k) of the ATPDR – Assistance with Accessing On-board Entertainment

EVA Air assists passengers with accessing onboard entertainment systems and personal electronic devices upon request.

4.4 Section 35(m) of the ATPDR – On-board Wheelchair Assistance

EVA Air provides onboard wheelchairs upon request for applicable aircraft.

4.5 Section 40(1) of the ATPDR – Transportation of Mobility Devices

EVA Air accepts mobility aids for transport as priority baggage, subject to operational and safety limitations, including:

• Aircraft baggage compartment size limitations;
• Airworthiness and safety requirements; and
• Lift or ramp capacity restrictions.

4.6 Sections 50(2), 51(4), and 52 of the ATPDR – Additional Seating

EVA Air provides adjacent seating accommodations for:

• Support persons travelling with passengers with disabilities;
• Passengers travelling with service dogs requiring additional floor space; and
• Passengers requiring additional seating due to the nature of their disability.

Additional seating is provided in accordance with applicable ATPDR requirements.

Return to Table of Contents

5. Conclusion

EVA Air is committed to continuous improvement, accountability, and accessibility.

Through ongoing consultation, measurable accessibility goals, employee training, stakeholder engagement, and transparent reporting, EVA Air will continue working to identify, remove, and prevent barriers for persons with disabilities.

EVA Air remains dedicated to fostering a travel experience that is inclusive, equitable, respectful, and accessible for all passengers.

Return to Table of Contents