Cathay Pacific is committed to consult employees and obtain feedback based on people’s experiences to improve the workplace and to become inclusive, accessible and barrier free. From our corporate head office in Hong Kong to our Canadian operations, the company pledges to increase accessibility of the workplace so people with disabilities (both visible and invisible) have equal opportunity to participate and succeed. Cathay Pacific has a corporate Diversity and Inclusion (D&I) office in Hong Kong, which aims to influence, guide and help implement the company’s D&I strategy. The D&I strategy is in place to hold ourselves accountable for creating an inclusive and supportive work environment for all. The principles in the D&I strategy are referred to when creating or reviewing other employment related policies at Cathay Pacific. To help advocate for building and maintaining a diverse and inclusive workplace, the company has a Diversity and Inclusion Champion in North America who works in collaboration with the company’s D&I committee to ensure every employee in North America feels safe, respected and included when they come to work. The D&I Champion works with senior level management and other key stakeholders in the company to work on specific initiatives, education campaigns, communications and events to support the D&I strategy. This work is done during the D&I Champion’s paid work time.

Cathay Pacific also has a D&I policy which is the cornerstone of our D&I strategy and guides employees at all levels of the company to recognize and accept all the ways in which our people differ from one another including visible and invisible differences. The policy commits to ensuring that all employees have an equal right to development and career opportunities that are free from any bias and discrimination.

Cathay Pacific has an open-door policy and promotes an open communication culture. Employees not comfortable being identified in citing any barriers or concerns are able to email (Accessibility_Canada@cathaypacific.com), write and mail in to our Vancouver head office or use the confidential corporate whistleblowing channel through the intranet to file any complaints or provide feedback.

Our recruitment process considers accessibility in the process and every job posting contains an accessibility statement to communicate to all potential applicants with disabilities that they will be reasonably accommodated to allow full participation in the job application and interview process.

Positive feedback was received from existing employees with regards to the company’s approach on inclusivity and accessibility throughout the employment life cycle. Cathay Pacific has been diligent in ensuring workplace accommodation requests are handled in a timely, sensitive and respectful manner.

Barriers

• Not all hiring managers have the awareness to offer accommodation during recruitment. Applicants and employees may also be hesitant to self-identify a disability for fear that biases about the individual’s ability could emerge.
• Recruitment processes lack inclusivity of applicants with cognitive disabilities.

Actions and timelines

2023:

• To continue to build and support an inclusive and barrier free workplace, Cathay Pacific will make the Employee Accessibility Survey open and ongoing through the company intranet or available through other formats as needed.
• The corporate Diversity and Inclusion Policy will be added to the Canadian Employee Handbook to increase D&I awareness in Canada.
• Ensure all new employees are provided with information regarding accessibility and workplace accommodation processes through the new hire orientation.

2024:

• Ensure employees have completed diversity and inclusion training..
• Provide accessibility guidance document to all managers outlining accommodation obligations and processes for employees..
• Engage with people living with cognitive disabilities to receive feedback on how to create an inclusive recruitment process..

2025:

• Create a strategy to engage and build partnerships with community and advocacy groups to target persons with disability for recruitment.
• Review and assess applicant tracking system for accessibility criteria.
• Partner with D&I Champion on D&I initiatives to support corporate goals for people with a disability.

Cathay Pacific passenger flights originate from Hong Kong and fly into two ports in Canada – Vancouver International Airport (YVR) and Toronto Pearson International Airport (YYZ). Cargo flights also originate from Hong Kong and fly to Toronto (YYZ). The company’s airport, engineering and cargo departments operate out of facilities and offices at the respective airports in leased premises.

The Canadian head office for Cathay Pacific is in Vancouver, BC, in a building owned by the BC Teachers’ Federation (BCTF). The head office does not provide any services to the public and does not have a public access counter or reception area. Access to the office is restricted by key card for the use of employees only. The landlord is responsible for maintenance and accessibility of the building which includes, accessible parking spaces, accessibility within and around the building and accessible washrooms. The company will work collaboratively with the landlord to identify and remove any physical barriers through employee feedback and periodic assessments of the physical spaces. The company’s Vancouver head office had undergone renovation in 2018/2019 and every workstation was fitted with adjustable sit-stand desks.

As a foreign air carrier, Cathay Pacific does not have jurisdiction over certain areas such as airport terminals that our flights operate in and out of. However, we are committed to working closely with all relevant stakeholders who have an impact on the air travel journey of our passengers to improve accessibility. Cathay Pacific passengers flying into Canada can request any special assistance they may require prior to their flights by contacting the company prior to the flight or upon check-in at the airport. Any accessibility feedback received regarding the physical spaces or barriers that are not managed directly by the company will be communicated to the relevant stakeholder/landlord to address and rectify, jointly if applicable.

Barriers

• A physical barrier was identified through the Employee Accessibility Survey for the Vancouver head office. The front glass entrance door is not easily accessible and can be difficult to open because of the door sensor and weight of the door. There is no power operator on the door, and this creates a barrier in entering the office for people with disabilities.
• The washrooms on the 5th floor of the Vancouver head office do not have power door operators which pose a barrier for people with physical disabilities to enter and use the washroom without difficulty. All washrooms on the other floors of the Vancouver head office are accessible.

Actions and timelines

2023:

• Work with the Vancouver Head Office landlord to address the issue of the inaccessible 5th floor glass door and create plan to rectify.
• Engage with Vancouver Head Office landlord to receive updates regarding the washroom renovation and power door operator installation to improve accessibility.

2024:

• Throughout 2024, Cathay Pacific will conduct periodic assessments of the physical work locations and solicit feedback from employees with disabilities regarding the functioning of physical spaces.

2025:

• Review accessibility for evacuation and emergency plans in collaboration with the landlords of the various locations. Implement supports and plans for employees or visitors with disabilities in case of emergencies.

A 2023 World Health Organization report estimates that 1.3 billion people, or 16% of the global population, experience significant disabilities, which indicates that disability has become common, making it important to ensure that everyone has equal access to web content.

Cathay Pacific has put accessibility at the forefront of its digital user experience for customers and employees. An important goal for our company is to ensure that we follow the Web Content Accessibility Guidelines (WCAG) and that our products comply with WCAG level AA 2.1. By ensuring that our digital products are usable for people of all abilities and disabilities, we can be confident that all users have access to the same information and functionality.

The company also has an accessibility testing team to ensure we fully fulfill web accessibility requirements. The testing process ensures the following:

• Provide equal access and opportunity to people with disabilities so they can access online information and services and enhance their user experience.
• Ensure that not only persons with disabilities but also persons with specific difficulties such as the elderly and persons with color-blindness, cognitive and physical issues are provided equal access.
• Remove barriers to communicate and interact.
• Improve the general usability for all users.

The testing team perform audits on each application before their launch. Annual audits are also performed.

In general, the text sizes on our pages can be enlarged by using the zoom-in function on the browser. The website also supports JAWS, screen reading software for visually impaired users. (https://www.cathaypacific.com/cx/en_CA/site-help/accessibility.html). We also offer customers the option of live chat through WhatsApp as an alternate form of digital communication and chatbots through the website.

The company currently utilizes Microsoft 365 which has an Accessibility Checker on Microsoft Word, Excel and PowerPoint. The Accessibility Checker can be run by employees to ensure their content is easy to read and edit for people with disabilities.

Barriers

No barriers have been identified with regards to information and communication technology.

Actions and timelines

2023:

• Educate and promote use of the Microsoft 365 Accessibility Checker through communications to employees.

2024:

• Conduct accessibility testing on mobile device applications to ensure compliance with WCAG 2.1 standards.

2025:

• Continue to perform annual accessibility testing for ICT.

Cathay Pacific’s stated ambition is to become one of the world’s greatest service brands in the way that we treat every journey as our customer’s most important journey. To achieve this, we pride ourselves on ensuring that we communicate and use language in a respectful, clear and accessible manner. We have several online training programs available to employees, such as disability awareness, unconscious bias and allyship and diversity and inclusion.

Cathay Pacific provides its customers the TTY/TDD (711) telecommunications number for reservations and customer support in Canada and globally. In addition, customers have the option to contact the company for help and support through WhatsApp chat and chatbots through the website. Alternative forms of communication such as translations, transcriptions in plain text and print copies are available upon request.

On our aircraft, our cabin crew provide a personal safety briefing to blind or visually impaired passengers explaining in detail all safety procedures and allowing passengers to feel and handle the safety demonstration mask and life jacket.

Barriers

• Not all of our communication to employees states the option of requesting information in an alternate format.

Actions

2023:

• Create procedural standards to add information on requesting alternate formats of communication for internal communications in Canada.

2024:

• Create strategy for D&I training for Canadian employees to ensure continuous learning and refreshers.

2025:

• Develop accessibility practices and training for employees in Canada on accessible communication.

Our head office in Hong Kong is responsible for the procurement of facilities, aircraft, supplies, new systems, applications, and software. Cathay Pacific Canada is committed to ensuring that procurement in Canada considers accessibility and supplier diversity.

Barriers

• May not be using accessibility criteria in procurement of all types of supplies and services in Canada.

Actions

2023:

• Endeavor to ensure accessibility requirements are considered for all procurements of goods, services and facilities in Canada.

2024:

• In conjunction with head office, formulate appropriate supplier diversity statement for Canadian procurement activities.

2025:

• For any procurements that the Canadian office of Cathay Pacific may be responsible for or involved in, implement an Accessibility Criteria document. The document will specify criteria to consider during procurement and will be completed and kept on record to ensure that accessibility was considered, if applicable.

Cathay Pacific is committed to ensuring our services and programs are designed and delivered with accessibility in mind. Customers who require additional assistance when traveling with Cathay Pacific can request assistance through Customer Care prior to their flight, at the time of check-in at the airport and while on board our aircraft. Our customer-facing employees are trained to provide aid to passengers who require additional assistance or care in their journey. Our website outlines all services available to people with disabilities under “Disability and Mobility Assistance”.

We have also been taking several steps to improve customer experience and accessibility such as:

• Improving travel booking functionality on our site and making our forms fully accessible.
• Improving site structure and navigation, including full keyboard access, allowing for easier access to the information customers need.
• Improving consistency across our sites and apps, allowing for more intuitive interactions.
• Adopting universal design principles to cater for the wide range of needs of our customers.
• Working to ensure all our images and multimedia are fully accessible through alternative text, captions and transcripts.
• Testing our infrastructure, using different browsers, operating systems, devices, external conditions, software versions and assistive technologies – always considering new technological advances.
• Constantly testing usability, working with advocacy groups, specialists, and people with disabilities.
• And we’re always listening to feedback which is included in every one of our ongoing improvements.

As part of our vision for a truly inclusive culture, we are committed to becoming a progressive world-leading employer by protecting and celebrating the people who make us who we are today. From translating cultural and social nuances to helping our passengers feel at home even when they’re high above the world, we want our employees to be as diverse and inclusive as the communities we serve. To help us achieve this goal and bring further awareness and knowledge on diversity and inclusion to our employees, a mandatory course on unconscious bias and allyship was rolled out in June 2023.

Barriers

• Potential gaps in ensuring accessible information and documents provided throughout employment life cycle in Canada.

Actions

2023:

• Ensure all Canadian employees have completed Unconscious bias and allyship training.

2024:

• Develop process for establishing accessibility requirements when designing or delivering training or other services to Canadian employees.

2025:

• Develop an Employee Resource Group to address disability-related issues.

Cathay Pacific Airways strives to ensure that our customers experience a barrier free journey from the first point of contact in booking a flight to the end of the journey at the arrival airport. Our customers with disabilities can be confident in experiencing a supportive, safe and seamless journey with Cathay Pacific. All Cathay Pacific Airways aircraft are certified in accordance with the law and requirements as stipulated by the Hong Kong CAD and with the U.S. Department of Transportation requirements for those aircraft operating to the US. Cathay Pacific also has an internal policy which ensures non-discrimination in air travel on the basis of disability. The policy is comprehensive and applies to all aspects of air travel. We currently provide the following accessibility services for our passengers with disabilities during their journey with us:

• A wheelchair service, along with an attendant, is available for Cathay Pacific passengers who require it. The attendant will assist in transporting passengers within the airport area and to the gate or aircraft door (depending on the airport facilities).
• If passengers require assistance inside the cabin moving between their seat and the aircraft door or lavatory door, an inflight wheelchair and aisle seats with movable armrests are available. Our cabin crew are also trained to assist passengers if they are unable to move by themselves from the inflight wheelchair to/from the passenger’s seat or lavatory.
• We offer priority boarding and seating to any passenger with a disability and will do our best to allocate a seat that is most suitable to a passenger’s needs.
• A lavatory with a single panel door and additional grab bar is available on all our aircraft. Our cabin crew can provide passengers assistance moving to and from the lavatory door.
• Passengers with a disability may use their own manual or battery-powered wheelchair to the departure gate, and when airport facilities permit, to the aircraft door.
• Non-collapsible manual or battery-powered wheelchairs are accepted as check-in baggage. There is no charge for transporting wheelchairs. These items can be handed in at the check-in counter or at the departure gate and can be returned to passengers at the aircraft door upon arrival. We make every effort not to disassemble wheelchairs or scooters; however, when necessary, we will disassemble and reassemble the equipment for passengers. Passengers transporting battery-powered wheelchairs must check the safety conditions of carriage for batteries.
• Walking canes, frames and crutches may be carried in the aircraft cabin, provided they are stowed in accordance with cabin safety requirements.
• Cathay Pacific Airways recognizes that some passengers with disabilities may need to use Postural Support Equipment (PSE) when they travel, and as such our website lists certain PSE’s which are accepted for use on all of our aircraft.
• Cathay Pacific is happy to welcome guide/assistance dogs on board our aircraft. Guide/assistance dogs are permitted to fly with their owner in the aircraft cabin if the dog has been accredited by one of the following organizations – Assistance Dogs International, Assistance Dogs Europe or International Guide Dog Federation. More information can be requested through Customer Care.
• We also offer the following assistance to visually impaired passengers:
  • Meet and assist service to escort passengers to and from the aircraft
  • Individual safety briefings
  • Priority boarding
  • Assistance inflight in moving to and from their seat
  • Our cabin crew can read the menu to passengers prior to meal service and explain where all the food is placed on the meal trays
• Our airport authority partners in Canada and in Hong Kong have a wide range of accessible transportation options available at each airport.

Barriers

• Potential barrier is that our airport employees or third-party handler employees may not receive regular refresher training to assist disabled passengers who may require assistance.

Actions

2023:

• Continue working with airport authorities in reporting accessibility feedback/barriers to improve customer experience.

2024:

• Review identified barriers with In-flight services and Airports departments and determine action required to eliminate those barriers.

2025:

• Continue to review processes and progress with the relevant airport authorities, internal departments and ground handlers who provide service to customers. Identify opportunities for refresher training where gaps exist.