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Accessibility Plan and Feedback Process

Initial Accessibility Plan 2024 Accessibility Plan Progress Report

Table of Contents

1. General

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

2.1. Information and Communication Technologies (ICT)

2.2. Communications, other than ICT

2.3. Procurement of Goods, Services and Facilities

2.4. The Design and Delivery of Programs and Services

2.5. Transportation

2.6. Built Environment

3. Provisions of CTA accessibility-related regulations

4. Feedback Information

5. Consultation

6. Conclusion

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 Air has established and published the Accessibility Plan 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”).

Our designate for feedback on accessibility is the Accessibility Officer. To provide feedback on EVA Accessibility Plan and request an alternative format of the Accessibility Plan, or an alternate format of the description of the feedback, please contact EVA Air Accessible Services Desk:

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

The Accessibility Officer
EVA Airways Corporation

Vancouver International Airport
Domestic Terminal Room B4110
3880 Grant Mc Conchae Way
PO Box 32434
Richmond, BC. Canada V7B 1W2

Other than anonymous feedback, EVA Air will acknowledge receipt of feedback in the same manner that is 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)

Information and Communications Technologies (ICT) are important for EVA Air. Accessible ICT can remove barriers for persons with disabilities accessing EVA Air’s services online. At the same time, we recognize 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. 

EVA Air has implemented and improved the following measures to make its customer services accessible to persons with disabilities:

  • EVA Air provides the TTY/711 telecommunications number for local reservations and ticketing offices in North America.
  • EVA Air publishes the complaint resolution services that it offers and how a passenger may access those services.
  • EVA Air publishes all services that it offers to persons with disabilities and any conditions that apply to those services on its website.
  • For persons wishing to access EVA Air’s accessibility services on its website, EVA Air Vancouver office mailing address and email address (evacares@evaair.com) is provided so that passengers may request accessible services and provide feedback on barriers encountered.
  • EVA Air’s menu & wine list is available on its website in compliance with the WCAG with level AA.
  • The Duty Free Preorder website was relaunched in compliance with the W3C Website Content Accessibility Guidelines (WCAG) 2.0 Level AA Success Criteria.
  • EVA Air is committed to making evaair.com accessible to the broadest range of people, regardless of their physical abilities and or age. We’ve been using W3C Web site Content Accessibility Guidelines (WCAG) 2.0 Level AA  as the design standard for our website, and working continuously with the disability group to improve the usability of its website.

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

  • Continue to work with the Accessibility Advisory Committee and other stakeholders to improve the usability of its website.
  • Provide continuous training to our technical and website content management staffs, ensuring they possess the knowledge and skills necessary to comply with the Website Content Accessibility Guidelines (WCAG) 2.0 Level AA.
  • Continue to review and improve the accessibility of our website and digital services, ensuring compliance with the latest Website Content Accessibility Guidelines (WCAG) standards.
  • Continue to improve website services and online booking flow by integrating accessibility at every stage of development.

2.2 Communication, other than ICT

EVA Air’s staff is committed to providing accessible communications to persons with disabilities.  Measures that have been implemented and will continue to be improved, include:

  • Passengers sitting in the vicinity of those with severe allergies are prohibited from using products with allergens and public announcements regarding sensitivity and awareness are made.
  • EVA Air provides accessible services at its registration counter and ticketing offices. When a person requests additional accessible services such as a mobility aid or accessible communications, EVA Air’s staff will assist in the following ways:
    • Providing communications in clear, concise and plain language or handwriting.
    • For persons with disabilities who require, but do not travel with an aide, EVA Air will arrange manpower to escort the passenger to the terminal gate.

2.3 Procurement of goods, services and facilities

EVA Air is committed to enhancing accessibility within its procurement process.  EVA Air has always complied with local government regulations, including accessibility related regulations, when entering into new contractual agreements for the procurement of goods, services and facilities.  EVA has made efforts to improve accessibility in our procurement process, which include the following initiatives:

  • All new EVA Air wide-body aircraft have at least one accessible restroom in the cabin. 
  • EVA Air is equipped with one on-board wheelchair for passengers with disabilities to use on each flight.
  • EVA Air continuously seeks improvements in the products we use to provide better accommodations for persons with disabilities. 

EVA Air will continue to review the procurement process to ensure that the goods and services we obtain do not create accessibility barriers.  Additionally, based on the consultations conducted, EVA Air will continue to identify ways to improve the products we use to provide better accommodation for persons with disabilities.

2.4 Design and delivery of programs and services

EVA Air has developed and provided mandatory training courses on the following topics:

  • Sensitivity and Awareness training program which provides guidance on how to interact, assist, and communicate with passengers with disabilities. 
  • Services Skills training which includes simulation drills on serving passengers with disabilities during flights. 
  • A basic sign language course as well as videos to all cabin crew to improve the quality of services received by hearing impaired passengers. 

EVA will continue to collect feedback and suggestions from employees and passengers to improve our training programs, including securing suitable qualified instructors to perform staff service training.

2.5 Transportation

Over the past year, EVA Air has implemented the following services: 

  • Passengers who use wheelchairs are allowed to take a manual wheelchair into the cabin. A collapsible wheelchair is available on each flight. EVA Air also provides wheelchairs for passengers to use in cabin.
  • EVA Air ensures that persons travelling with service dogs are accommodated in their preferred seat. 
  • EVA Air ensures that arrangements or agreements with ground handling services provide for accessible services. 

EVA Air will continue to collect feedback and identify ways to improve our transportation services. 

2.6 Built Environment

EVA Air provides numerous accessibility services for passengers with disabilities onboard our aircraft and in our airport lounges. Over the past year, EVA Air collected feedback and suggestions on our existing services through various consultations with the public and employees. 

In additional to our existing services, in the next two years, EVA Air will implement the followings measures: 

  • For the passengers with disabilities who request an advanced seat selection, EVA Air will make every effort available to provide the selected seat that accommodates the passenger’s needs.
  • EVA Air will provide wayfinding in an accessible format, such as audio and/or braille, for key locations within the airport terminal, such as accessible parking spaces and the locations of service animal relief areas.
  • EVA Air will conduct a tour of the Canadian airports serviced by EVA Air, to identify potential barriers within the airports that EVA Air can address. 

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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.

EVA Air is committed to not only meeting but also exceeding the applicable standards in the ATPDR.  As detailed in Section III of this report, EVA has implemented the Accessibility Plan over the past year, 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’s services. In 2023, EVA received one passenger feedback submission via EVA Airways’ official website, which related to the services rendered by the Wheelchair and Mobility Assistance Team at Toronto Pearson International Airport. The feedback was regarding priority service, organization, and communication in relation to the wheelchair service at the Toronto Pearson International Airport.

EVA Air Action Taken

In response to the feedback, EVA Air promptly investigated and engaged in communication with the passenger. Discussions and meetings were held among EVA Toronto Airport staff and the airport wheelchair service company to address issues regarding prioritization and the handling of wheelchair passengers. Subsequently, a briefing was delivered to improve services in the future.

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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, for our first progress report.

As part of our consultation, we invited participants to review EVA Air’s Accessibility Plan and our progress over the past year.  We invited participants to comment on the Accessibility Plan and tell us about any additional barriers they experienced.  We also invited them to provide suggestions and information on how we can further improve.

EVA Air ensured the consultations were representative and accessible. EVA Air conducted virtual one-on-one meetings and a survey with representatives from various disability organizations. EVA Air consulted its employees by issuing a survey in relation to the Accessibility Plan and the progress report.

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

  • Provide video remote interpreting (VRI) service for deaf and hard of hearing passengers at the check-in counter.
  • Able to access “IARA” and/or “Be My Eyes” app for wayfinding assistance inside the aircraft for the blind and low vision passengers.
  • Incorporate tactile screens for the inflight entertainment system.
  • Enhance sign language interpretation services for customer services.
  • Offer discount tickets for support workers who travel and provide aid to the persons with disabilities.
  • Braille version of safety instructions and other documents on board.
  • Quality courses for training frontline employees to better assist persons with disabilities.
  • Wi-Fi access for persons with disabilities to access apps on their cell phones.
  • Entertainment system that accommodates different needs.
  • Quality contractors for ground services.

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⁠6. Conclusion

EVA Airways is dedicated to diligently pursuing the Accessibility Goals as outlined in its 3-year Accessibility Plan. This commitment entails collaborating with disability organizations and stakeholders, gathering feedback from the public, and seeking guidance from the Accessibility Advisory Committee.

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