Progress Report on Accessibility Plan under the Canada Act (2025/Progress in 2024)

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 "The 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.

Service Policy for Improving Accessibility

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

1. General

(1) Person responsible for the creation and feedback regarding the accessibility plan and the progress report

Director / Manager CX Strategy, CX Management Office , ANA

(2) Contact method for receiving comments and requests regarding the plan and the report

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".
Name of Contact
US/Canada

ANA Customer Relations & Services, The Americas

Japan

ANA Customer Service Desk

Contact Method
E-mail
Phone
Mailing address
USA/Canada

21250 Hawthorne Blvd., Suite 200 Torrance, CA 90503
ANA Customer Relations & Services, The Americas

Japan

Gate City Osaki Post Office Box No.15, Tokyo, 141-0032
ANA Customer Service Desk

  • Please note that there is no facility for face-to-face contact at the above address.

2. Content of the plan and the progress

Employment

(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. (by 2025)

Action
  • Held seminars to raise awareness of the employment of people with disabilities throughout the ANA Group. (November .2024)
  • Held a joint interview for the employment of persons with disabilities at ANA Groupcompanies as part of its efforts to expand employment. (4 times in 2024)

(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. (by 2025)

Action
  • Improved the environment for information accessibility for employees by clarifying the rules for posting information on the Group's intranet, and when there are images that cannot be made audible, the explanations are converted to text.
    In addition, information accessibility standard has been set for the ANA Group's employment website for people with disabilities.
  • Held customized seminars for ANA group companies to promote understanding of disabled people, and creating a comfortable work environment for employees with disabilities.
    In addition, we created on demand materials, which can be taken repeatedly at anytime, anywhere to share them with all group companies. That helped increasing attendance.

Information and Communication Technologies (ICT)

(3)We will continue to meet the WCAG 2.1 level AA on our website, mobile website and apps to further enhance the convenience of our customers with disabilities. (by 2025)

Action
  • We had a professional company continuously inspect existing and newly created pages to ensure that they conform to our target international standard, WCAG 2.1 Level AA, and corrected any non-conformities as necessary.
  • Conducted training for web vendors to deepen understanding of the importance of accessibility and to further improve the quality of deliverables.

(4)We will update the website with a structure and content that is easy for customers with disabilities to understand. (by 2024)

Action
  • The information on the homepage was structured and described in a way that is easier to convey, while taking into account customer opinions and WCAG 2.1.

(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. (by 2025)

Action
  • In accordance with internal rules and standards, we controlled the personal information of customers, while storing and keeping track of the information in the system, continued to facilitate the procedures needed for customers with disabilities.

Communication, other than ICT

(6) 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. (by 2025)

Action
  • Continued to be implemented.

(7)We will continue to provide frontline staff with mind-building seminars and training in skills for communicating with customers with disabilities. (by 2025)

Action
  • In addition to the various types of education provided in the past, awareness-raising education with case studies was conducted to understand and practice the need for reasonable accommodation for customers with disabilities in particular.

(8) 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. (by 2025)

Action
  • In consideration of passenger convenience and peace of mind, we ensured that flight attendants provide appropriate information in a timely manner and made improvements whenever there were shortcomings.

Procurement of Goods, Services and Facilities

(9)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. (by 2025)

Action
  • We educated all employees on the importance of accessibility through online education, and procured products and planned services with the perspective and convenience of customers with disabilities in mind.
  • In order to accurately identify the needs of customers with disabilities and reflect them in the improvement of products, services and facilities, a survey and analysis was conducted by persons with disabilities. (October/November 2024)

Design and Delivery of Programs and Services

(10)We will implement and consider the further introduction of assistive devices that allow passengers with disabilities and the elderly to move around the airport with ease and peace of mind.

  • Introduction of linked follow-type electric wheelchairs (in 2023, Narita Airport)
  • Consideration of introduction of self-driving wheelchairs (by 2025)
Action
  • Nine linked follow-up type electric wheelchairs have already been installed at Narita Airport. (April 2023)
  • The following measures were taken to ensure smooth communication with hearing-impaired passengers, including the elderly, and airport staff with hearing impairments.
    • Introduced full-scale installation of easy-to-hear speakers at key airports in Japan. (June 2024).
    • Expanded online remote sign language interpretation service to all airports in Japan. (October 2024)

(11) We will consider shortening waiting times, including in-flight check-in procedures for wheelchairs. (2023)

Action
  • To ensure smooth consignment of electric wheelchairs, advance information on battery insulation treatment was posted on the website. (November 2023)
  • At airports in Japan, batteries for electric wheelchairs have been checked at both the boarding counter and security checkpoints.
    However, by positioning the check at the security checkpoint as a supplementary check, unnecessary duplicate check procedures have been eliminated. This improved the convenience of wheelchair passengers while ensuring safety. (June 2024)

(12)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. (by 2025)

Action
  • While steadily improving the accessibility of apps and signage related to reservation and boarding, we also educated our staff internally about the importance of the best mix of digital and staff support to improve convenience for all customers, including those with disabilities.

Transportation (to / from the airport)

(13)Through the terminal operator, we will continue to work with railway and taxi companies to ensure convenient airport access for people with disabilities. (by 2025)

Action
  • Continued to be implemented.
  • In Japan, we conducted some demonstration experiments for the establishment of MaaS (Universal MaaS) for customers with disabilities in cooperation with ground transportation operators and other organizations outside the airport.

Built Environment

(14) We will continue efforts to install barrier-free onboard toilets. (by 2025)

Action
  • Continued to be implemented.

3. Provisions of accessibility-related regulations

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

4. Feedbacks on the Accessibility Plan

In 2024, we did not receive any feedback from customers through the methods described in 1(2) (feedback process).

5. Consultations

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 report.

Date of discussion

May 7, 2025

Names of disabled people's organization & number of parties consulted

ANA WING FELLOWS VIE OJI , 3

Form of consultation

online meeting

Comments in consultation
  • "The fact that ANA is appropriately and steadily implementing each item based on the accessibility plan and examining the current situation from the viewpoint of persons with disabilities for improvement is commendable."
  • "We hope that the continued implementation of the plan will further increase the convenience and sense of security for people with disabilities in air travel and promote their entry into the society."