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Air China Limited
Accessibility Plan (2023-2026) and Feedback Process
General
Air China is a member of the Star Alliance network. Air China provides passenger air travel services to destinations throughout China and around the world, including Canada.
In all of its operations, Air China’s focus is on meeting customer needs and providing all passengers, including passengers with disabilities, with attentive and comfortable service. Air China is committed to making every effort to ensure that air travel is accessible to all of its customers, and to continually working to identify, remove and prevent barriers to accessibility for passengers with disabilities.
Air China complies with China’s “Administrative Measures on Air Transport for the Disabled”, as well as all other regulatory requirements relevant to the transportation of persons with disabilities in the jurisdictions in which it operates. The provisions of Part 2 of Canada’s Accessible Transportation for Persons with Disabilities Regulations apply to Air China’s flights to and from Canada.
This Accessibility Plan is made in accordance with the Accessible Canada Act, the Accessible Canada Regulations and the Accessible Transportation Planning and Reporting Regulations. The principles of accessibility set out at section 6 of the Accessible Canada Act are:
1. all persons must be treated with dignity regardless of their disabilities;
2. all persons must have the same opportunity to make for themselves the lives that they are able and wish to have regardless of their disabilities;
3. all persons must have barrier-free access to full and equal participation in society, regardless of their disabilities;
4. all persons must have meaningful options and be free to make their own choices, with support if they desire, regardless of their disabilities;
5. laws, policies, programs, services and structures must take into account the disabilities of persons, the different ways that persons interact with their environments and the multiple and intersecting forms of marginalization and discrimination faced by persons;
6. persons with disabilities must be involved in the development and design of laws, policies, programs, services and structures;
7. the development and revision of accessibility standards and the making of regulations must be done with the objective of achieving the highest level of accessibility for persons with disabilities.
Air China Contact Information & Feedback Process
Air China has designated its Customer Relationship Manager to receive feedback on its behalf and encourages customers and the public to provide feedback, including about its Accessibility Plan. To provide feedback, including on an anonymous basis, or to request Air China’s Accessibility Plan or a description of its feedback process in an alternate format, you may use any of the options listed below. Air China will acknowledge receipt of all feedback, other than anonymous feedback, in the same manner in which it was received.
- By Mail:
1. Air China Limited
Suite 1588 - 650 West Georgia Street
Vancouver, BC, V6B 4N7
Canada
2. Customer Relationship Center
Product Service Department
Air China Limited
No. 16 Tianzhu West Road, Suite 4004, 4th Floor
Tianzhu Airport Economic Development Zone
Beijing, 101312
People’s Republic of China
- By Telephone:
1-800-882-8122
1-604-685-9552
95583
- By Email:
2.customer_relations@airchina.com
Information and Communication Technologies (ICT)
Air China strives to use information and communication technologies, such as its website and the Air China APP, to enhance accessibility for is customers. In order to identify, remove and prevent barriers in the accessibility of the information and communication technologies it uses, Air China will:
- review digital accessibility guidelines, including Web Content Accessibility Guidelines, and conduct an assessment of the Air China website to identify and prioritize opportunities for improvement in its accessibility;
- investigate ways of enhancing the accessibility of the Air China APP.
Communication, other than ICT
Air China recognizes the importance of identifying and addressing barriers in how it and its agents communicate with customers, including those who are deaf or managing hearing loss, those who are blind or managing vision issues. Air China offers special assistance services for passengers with hearing and/or visual impairments that can be requested through its website, on the Air China APP, or by telephone. Air China also strives to ensure that its personnel receive appropriate training so that they are equipped to respectfully communicate information to passengers using diverse and accessible methods.
- Air China will work to update and improve its training programs for customer-facing employees, including regarding disability awareness and methods of communicating with passengers with disabilities.
- Air China will also investigate ways of increasing awareness of the special assistance services it offers, including for its passengers with hearing and/or visual impairments.
Design and Delivery of Programs and Services
Air China offers a number of special services designed to assist passengers with disabilities, including wheelchair service; relating to the transportation of wheelchairs and other assistive devices and mobility aids; carriage of service dogs; and special assistance services for passengers with hearing and/or visual impairments. Its crewmembers and other frontline staff receive recurrent specialized training to enable them to meet the needs of passengers with different kinds of disability who travel with Air China.
- Air China will review the design of its special services for passengers for disabilities for opportunities to ensure they are up-to-date with best practices.
- Air China will consult passengers with disabilities, including through the review of feedback, to identify ways in which its employee training programs relating to the provision of special services for passengers with disabilities can be improved.
Procurement of Goods, Services, and Facilities
Air China seeks to ensure that accessibility requirements and considerations are incorporated into its procurement policies and procedures wherever possible.
Air China will regularly review its procurement policies and procedures and consider relevant feedback it receives from passengers with disabilities with a view to ensuring that accessibility considerations are integrated into its all of its procurement activities, whether these relate to the purchase of aircraft or contracting with third party service providers.
Air China will also seek out opportunities to collaborate with its third party vendors and suppliers to find ways of enhancing how accessibility considerations can be incorporated into the procurement of goods and services, especially those that will be used by, or to provide assistance to, persons with disabilities.
Built Environment
Air China understands the need to make its aircraft are as accessible as possible for all of its passengers. All aircraft operated by Air China feature seats with movable armrests, facilitating the accessibility of its seats for passengers with reduced mobility. In addition, accessible toilets are available on all aircraft used to operate Air China flights to and from Canada.
Information regarding accessibility at Vancouver International Airport is available on its website:
Where possible, Air China will collaborate with airport authorities to identify opportunities to institute improvements in the accessibility of the terminals from which it operates.
Transportation
Air China recognizes the importance of ensuring that transportation services to and from the airport terminals from which it operates flights are as accessible to all of its passengers as possible.
Air China will work to ensure that ground transportation service providers it has agreements or arrangements with take account of accessibility requirements in the provision of their services to Air China passengers.
Employment
Air China is committed to an employment policy of openness, fairness, and equality and promotes a harmonious and inclusive working environment for all of its employees. Air China strictly complies with applicable employment legislation and regulations of China – including the Labour Law, the Labour Contract Law, and the Employment Promotion Law of the People’s Republic of China – and of other jurisdictions in which it has employees. It is committed to protecting the rights and interests of all of its employees.
Air China will continue to strictly comply with all applicable employment legislation and regulations and will look for opportunities to promote an inclusive workplace for its employees.
Provisions of CTA Accessibility-Related Regulations
Air China qualifies as a “large carrier” for the purpose of the Accessible Transportation for Persons with disabilities Regulations (“ATPDR”). Paragraph 5(1)(a) and the provisions of Part 2 – Service Requirements Applicable to Carriers, of the ATPDR apply to Air China’s flights to and from Canada.
Consultations
Air China’s Accessibility Plan has been developed based on feedback from passengers and employees with disabilities or with experience in serving passengers with disabilities, as well as consultations it has engaged in with organisations such as the China Disabled Persons’ Federation and the Consumer Service Data Center, which has responsibility for the promotion and protection of the rights and interests of passengers with disabilities within the Civil Aviation Administration of China. These consultations have been particularly relevant to Air China’s ongoing commitment to making air travel barrier-free and improving its training programs relating to the provision of services to persons with disabilities.
In addition, Air China has taken steps to increase and improve its consultations with passengers with disabilities, and to ensure that the feedback it receives informs the services it provides to those passengers. This includes the distribution of targeted questionnaires to passengers with disabilities so that Air China can improve its understanding of their experiences and identify ways of improving and optimizing the services it provides to them and the training it provides to its personnel.
