Accessibility Plan and Feedback Process under the ATPRR and ACR (2026 to 2028)

At ANA, we believe that it is our responsibility as a provider of public transportation to create an environment where passengers with disabilities can fly comfortably. Based on the following policy, we will make various improvements in terms of convenience, and further strengthen and enhance our efforts toward universal services, aiming for a "sky that is friendly to all passengers," regardless of disability or age. At a time when the values of our customers are becoming increasingly diverse and the social environment is changing, we will promote diversity, equity and inclusion, and contribute to build a sustainable inclusive society in which everyone can live together.

We will

• Provide services that are easy for everyone to use
• Provide support and create an environment that meets the needs of each customer
• Create new experiences and joys with our customers

Director / Manager CX Strategy, CX Management Office, ANA

If you require an alternative format (print, large print, braille, audio format/CD, electronic format compatible with adaptive technology), please let us know via the below means.

You may submit your feedbacks on our accessibility plan in accordance with Canadian law on an anonymous basis.
To remain anonymous, please enter "ACA　ANA" in the name field of the online form (E-mail).

• * There must be a space between "ACA" and "ANA".

• For ANA Mileage Club members English
• For ANA Mileage Club members Japanese
• For non-ANA Mileage Club members English
• For non-ANA Mileage Club members Japanese

• (1) Based on our internal code of conduct for employment of persons with disabilities (formulated in 2015), which is a shared commitment of all ANA Group employees, we will further promote employment of persons with disabilities while strengthening cooperation throughout the ANA Group, centered on the team dedicated to promoting employment of persons with disabilities.
• (2) We will develop both hardware and software to create an environment in which all employees with disabilities can demonstrate their strengths and play an active role even after they are hired.

• (3) We aim to progressively achieve conformance with the more advanced WCAG 2.2 Level AA standards for our websites, mobile sites, and apps to further enhance accessibility and convenience for customers with disabilities.
• (4) We will continuously improve our website's structure and content to ensure they are clear and easy to understand for customers with disabilities.
• (5) We will store assistance information needed at airports and in-flight, etc., in an in-house system under strict security control, and continue to operate a service that reflects the registered assistance information when making reservations by phone or on the internet.
• (6) Exploring the visualization of information delivery through the use of digital devices.

• (7) Pictograms and information boards will continue to be placed and displayed in restrooms on board the aircraft and in airport lounges in locations that are easily seen by passengers with disabilities.
• (8) We will continue to provide frontline staff with mindset-awareness seminars and communication skill training for assisting customers with disabilities. Additionally, we will establish new opportunities for staff to share their knowledge and experiences.
• (9) We will ensure that flight attendants are thoroughly aware of service guidelines so that they can provide appropriate flight information to customers with visual or hearing impairments on board.

• (10) We will provide all employees, including those in the procurement and planning departments, with the opportunity to educate and enlighten themselves about the importance, significance and knowledge of accessibility through e-learning and open seminars to appropriately reflect accessibility when procuring products and services.

• (11) We will combine the strengths of human services and digital tools to further improve customer convenience and enhance support for customers with disabilities who are unfamiliar with digital tools.

• (12) Through the terminal operator, we will continue to work with railway and taxi companies to ensure convenient airport access for people with disabilities.

• (13) We will continue efforts to install barrier-free onboard toilets.

This plan has been prepared in accordance with the following laws and regulations.

• ACA(Accessible Canada Act)
• Accessible Canada Regulations
• ATPDR(Accessible Transportation for Persons with Disabilities Regulations)
  • * ATPDR above sets forth the minimum requirements that transportation operators must meet when providing service to customers with disabilities.
    ANA, which qualifies as a large foreign airline, is subject to the requirements of sections 24 through 62 of PART 2 of the ATPDR.
• ATPRR(Accessible Transportation Planning and Reporting Regulations)

In order to provide convenient and comfortable air travel for passengers with disabilities, we believe it is important to consider what accessibility should be from the perspective of people with disabilities and reflect this in our services. Specifically, in addition to the feedback we receive from disabled customers and organization , we consult and discuss with employees with various disabilities at ANA WING FELLOWS VIE OJI Corporation ,within ANA Group, to plan and verify our services, which we have used in the past to develop new initiatives and improve current conditions.
To further deepen this process, we are considering conducting extensive monitoring and verification in the customer journey with people with disabilities.

The following description relates to consultation and discussion with disabled people during the preparation of this plan.