Foreword

Xiamen Airlines adheres to the corporate mission of "Take more people to explore the world" and upholds the service philosophy of "Integrity-based and customer-oriented". We are committed to ensuring that all passengers enjoy equal and dignified air travel rights, and attach great importance to the travel support of passengers with disabilities and the workplace rights and interests of employees with disabilities. This plan is formulated around eight major areas: Consultations, Employment, Design and delivery of programs and services, Transportation, Built environment, Information and communication technologies, Communications other than information and communication technologies, and Procurement of goods, services and facilities. This plan clarifies Xiamen Airlines' goals for comprehensively improving accessibility services in the next three years, as well as the initiatives to implement various commitments.

Xiamen Airlines established a cross-departmental accessibility plan working group in 2023. All member units have clear responsibilities and division of labor, forming a working mechanism of coordinated promotion and divisional collaboration, which provides organizational support for the implementation of all work.

In December 2025, the 12th National Para Games was held in the Guangdong-Hong Kong-Macao Greater Bay Area, and Xiamen Airlines successfully completed the air transportation support for relevant participating teams. Xiamen Airlines made comprehensive and full preparations for the transportation support of this Para Games. We established a cross-departmental special response mechanism at the first time, formed a special support requirements list through multiple rounds of video conferences and on-site operational walk‑throughs, covering five dimensions: ticket sales, requirement summary, capacity deployment, personalized services, and full-process support. We linked with the airport to launch a special support mode, decomposed tasks across the whole process including parking, check-in, security check, rest, boarding, and in-flight meals, set up one-stop dedicated tracking services, and on-site staff were additionally equipped with accessibility tools such as intelligent sign language translation devices and braille service guides on site to accurately match the differentiated needs of different groups such as physical disabilities, hearing impairments, visual impairments, and intellectual disabilities. We optimized the travel routes in advance and fully implemented seamless connection services throughout the whole process. Xiamen Airlines' professional, friendly and meticulous services have been widely recognized and praised by passengers with disabilities, event teams and relevant institutions.

I. General

This chapter is the general provisions section for Xiamen Airlines to implement the requirements of the Accessible Transportation Planning and Reporting Regulations (ATPRR). It applies to all commercial passenger flights operated by Xiamen Airlines to and from Canada. It clarifies the organizational structure of accessibility compliance work for Canadian routes, public feedback acceptance channels, application rules for alternative formats of documents, and the overall improvement direction of the working group in this cycle. We carry out regular verification and optimization of accessibility-related policies and systems, service procedures and service facilities to ensure equal travel rights for all passengers.

Xiamen Airlines has identified accessibility barriers that may affect passengers and employees, including limited ground infrastructure, insufficient accessible equipment at remote stands, gaps in communication aids for passengers who are deaf or hard of hearing, and limited availability of on-board wheelchairs on certain aircraft types.

(I) Well-functioning cross-departmental accessibility plan working group mechanism

Since the establishment of the cross-departmental accessibility plan working group in 2023, all member units have clear responsibilities and division of labor, forming a working mechanism of coordinated promotion and divisional collaboration, which provides organizational support for the implementation of all work. Eight major promotion work categories have been clarified, forming a top-level design of full-chain and full-scenario accessibility construction, covering the whole process from online booking, airport ground services, in-flight experience, to employee recruitment and employment, work environment support, and supply chain service adaptation. All responsible departments of the company will coordinate the implementation of short-term and long-term work deployments under the Accessible Canada Act compliance plan to ensure that all accessibility construction plans are promoted in an orderly manner and deliver effective results.

Xiamen Airlines deploys service support personnel at Vancouver International Airport (YVR) (passenger assistance ground services are provided by cooperative outsourced personnel). The specific configuration is as follows:

Vancouver Airport: The current station manager has 2 years of working experience at Xiamen Airlines and 2 years of experience in ground service management for passengers with disabilities. The station is equipped with multiple service staff.

Office Address: RC3074.05, 3211 Grant McConachie Way, Richmond, BC, V7B 0A4

(II) Organizational support and optimization of feedback channels

Special personnel are designated to be responsible for the management and implementation of the accessibility plan, and feedback channels and reception work procedures for passengers and employees have been established, ensuring that accessibility policies, procedures and facilities receive daily inspection and continuous improvement opportunities.

1. Customer survey and feedback

Mail: Passengers may request alternative formats of Xiamen Airlines’ accessibility plan and feedback process documentation.  The airline welcomes passenger feedback on its accessibility services and values all input received. For this purpose, passengers may write to the Director of Service of Xiamen Airlines at the following address: Service Quality Management Department, Xiamen Airlines Co., Ltd., Province, China, Postal Code 361006

Telephone: Passengers relying on telephone feedback may call.

Email: Passengers wishing to submit feedback via email may send correspondence to: mf@xiamenair.com.

2.  Alternative formats

Passengers may request alternative formats for Xiamen Airlines’ accessibility plan, feedback process documentation. Requests may be submitted to Xiamen Airlines by mail, telephone or email using the contact information listed above. When requesting alternate formats, we will respond as soon as practical.

(III) Short-term improvement plan

The relevant tasks of the accessibility plan working group will be formalized into the regular job responsibilities of each member unit, and the problem follow-up and feedback closed-loop working mechanism will be further improved, to ensure that each responsible unit can respond in a timely manner, track, implement and close the loop when receiving accessibility-related requests from customers or employees, so as to realize the continuous optimization and iteration of accessibility services.

II. Consultations

Xiamen Airlines follows the core legislative concept of the Accessible Canada Act. In the whole process of accessibility system revision and three-year cycle plan formulation, the real requests of persons with disabilities are taken as the core input for system design and goal setting, and opinions and suggestions from external social organizations of persons with disabilities, passengers with disabilities and internal employees with disabilities are collected through multiple channels.

(I) Listening to the voices of persons with disabilities

The company attaches great importance to how to bring a sense of gain and satisfaction to people with disabilities when traveling, and continuously promotes in-depth docking and request research with disability organizations. Under the overall deployment of the company, each local branch has established a normalized cooperation mechanism with local federations of persons with disabilities, sports groups for persons with disabilities, special‑education institutions, etc. The Fuzhou Branch has established a long-term and stable cooperative relationship with the Fujian Disabled Persons' Federation. The service support covers all kinds of special travel groups such as national para games delegations, sports competition teams of persons with disabilities, and literary and art performance teams. It implements a dedicated account manager system, communicates transportation standards in advance, comprehensively collects information on disability types, wheelchair needs and special service needs, forms a special support list and links with all internal links for implementation. In June 2026, it successfully supported the Fujian Blind Football Team to go to other places to participate in the national championship. The Tianjin Branch, targeting the communication and travel pain points of persons with disabilities, creates a customized pre-communication mode, establishes a text-only dedicated communication group for hearing-impaired groups, arranges special personnel to respond online for 12 hours, provides on-site signing and itinerary confirmation services for organizing committee staff with mobility impairments, and produces a graphic version of the accessibility boarding guide in advance, clarifying the pick-up points, the location of accessible facilities and the contact person information, extending the service to the travel preparation stage. All units organically combine the special group support practice with accessibility requirements research, continuously accumulating service experience and optimizing service standards.

The Xiamen Airlines Vancouver Office takes the initiative to contact major local organizations representing persons with disabilities by email, provides the official website link of Xiamen Airlines' accessibility plan and suggested feedback channels, and extensively collects travel opinions and improvement suggestions from local organizations representing persons with disabilities.

(II) Feedback channels for employees with disabilities

Xiamen Airlines has established a regular channel for internal staff to submit requests. Through this channel, employees with disabilities may provide feedback concerning workplace environments and reasonable job accommodations. Leveraging the airline’s internal employee feedback platform, staff can put forward suggestions on workplace conditions and reasonable accommodations. Such feedback is primarily adopted to improve the workplace experience of employees with disabilities in office settings In the 2025 Social Responsibility Report of Xiamen Airlines, the content related to "special passenger care" was specially disclosed, publicizing accessibility service initiatives and service commitments to employees and the society.

(III) Long-term improvement plan

In the next three years, the Xiamen Airlines Vancouver Office will continue to pay attention to the accessibility travel needs of local persons with disabilities and related groups, and gradually strengthen communication and exchanges with local persons with disabilities, organizations of persons with disabilities and related social institutions in combination with Canadian accessibility regulations and local actual conditions, so as to actively understand the actual needs and feedback of passengers with disabilities in the process of ticket purchase, check-in, boarding, flight transfer, airport arrival and departure.

When conditions permit, the office will conduct in-depth investigations to identify potential accessibility barriers throughout the service process via seminars, opinion consultation, information collection and other methods, and take relevant feedback as an important reference for continuous service improvement, so as to promote accessibility services to be closer to the actual needs of passengers with disabilities.

III. Employment

Xiamen Airlines strictly abides by relevant labor laws and regulations of China and Canada, resolutely prohibits employment discrimination based on disability, and supports that persons with disabilities have equal rights to job hunting, job performance, and access to reasonable accommodation. This chapter covers all employees of Xiamen Airlines in China, as well as local staff at the Vancouver Office in Canada. Xiamen Airlines has about 24,000 employees in China and multiple service staff members in Canada.

(I) Employment and employment compliance mechanism

The current recruitment system and other human resource management systems of Xiamen Airlines are all formulated in strict accordance with labor laws and regulations related to the employment of persons with disabilities, and there are no discriminatory provisions against persons with disabilities. The Human Resources Department regularly reviews employment data, policy details and business processes to consolidate the foundation of employment compliance.

(II) Recruitment support mechanism

When Xiamen Airlines recruits externally, job applicants can submit their reasonable accommodation requests through official recruitment channels. After receiving the requests, the Human Resources Department will provide adapted job-seeking convenience arrangements for job applicants under permitted conditions.

(III) Long-term improvement plan

We will continuously optimize the support mechanism for employees with disabilities throughout their career cycle, and strictly update the human resource management system in accordance with the latest laws and regulations. We will continuously maintain a fair employment order, protect the legitimate rights and interests of persons with disabilities in accordance with the law, and create an equal and inclusive employment environment for employees with disabilities.

IV. Design and delivery of programs and services

Xiamen Airlines delivers accessibility services covering the entire passenger travel journey, spanning the full service chain from ticket purchase, check-in, boarding, in-flight service, disembarkation through to baggage claim. It focuses on the system design, implementation and quality control of end-to-end services for passengers with disabilities.

(I) Overall optimization of full-process services

At the beginning of 2026, the airline has set up a dedicated service improvement project team for persons with disabilities. The team coordinates the development of service improvement plans, with a focus on compliant services for passengers with disabilities, facility and equipment investment, and process optimization, so as to address service gaps and elevate service quality. Since the launch of the project, the airline has coordinated and optimized the accessibility functions of its official website and mobile APP channels, advanced the deployment of ramp boards, and finished revising retraining courses for cabin crew covering the carriage of passengers with disabilities, alongside company-wide training programs.

(II) Improving transportation standards for passengers with disabilities

Xiamen Airlines continuously improves the construction of the service manual system for passengers with disabilities. It has clarified the full-chain support requirements for passengers with disabilities in internal manual documents, covering multiple groups such as passengers with mobility impairments and passengers traveling with service dogs, and sets operation specifications for key links such as check-in assistance, boarding and disembarkation assistance, and handling of baggage and mobility aids.

Xiamen Airlines publishes on its official website the terms and conditions governing the transportation of persons with disabilities applicable to Canadian routes, including provisions on the acceptance of mobility aids, service animals, support persons and seating accommodations, in compliance with the Accessible Transportation for Persons with Disabilities Regulations (SOR/2019-244).

(III) Verification of ground accessibility service configurations

The airline regularly verify the ground accessibility support configurations at each operating station, focusing on the configuration of hardware equipment such as remote stand boarding lifts, ramp boards, and on-board wheelchairs.

(IV) Basic management mechanism for outsourced service providers

Xiamen Airlines mainly implements the management of outsourced wheelchair service providers through contract constraints, quality supervision, problem review, and rectification supervision.

(V) In-flight accessibility information notification

We carry out in-flight accessibility information notification, and publicize relevant facilities and service information, including the location of seats with movable armrests on board and the situation of accessible lavatories.

(VI) Short-term improvement plan

1. Services for passengers with visual and hearing impairments: Continue to promote the deployment of on-site handwritten communication boards at airports to supplement offline communication aids;

2. Services for wheelchair passengers: Systematically sort out the full-process service route for wheelchair passengers and the operation procedure for personal wheelchair check-in, promote the implementation of power wheelchair gate-side check-in service, and optimize the travel experience of passengers with their own wheelchairs.

(VII) Long-term improvement plan

Gradually improve the allocation of special narrow on-board wheelchairs on more aircraft models.

V. Transportation

Xiamen Airlines always adheres to regular review and optimization of various service support work, and simultaneously links internal departments and cooperative service providers to jointly improve the quality of full-process services.

(I) Refining ground and in-flight service standards and procedures

For passengers with visual and hearing impairments, Xiamen Airlines further clarifies the service entitlements and support standards for this group, and boarding and deplaning guidance services are provided without prior application from passengers to improve service experience.

Xiamen Airlines continuously improves its internal service guidelines for special passengers, for example:

1. For passengers with visual impairments: including ground escort guidance, oral introduction of on-board facilities, supplementary explanation of safety demonstrations, and notification of restroom locations;

2. For passengers with hearing impairments: During in-flight services, clarify the requirements for written and visual information transmission, proactively provide information related to passengers' flights, and ensure that passengers can obtain information timely and accurately through appropriate methods such as audio-visual and text input, so as to reduce the information acquisition barriers caused by oral broadcasting;

3. For passengers with physical disabilities: For outbound flights from Xiamen Airline’s base of operations, Xiamen Airlines has completed the upgrade of ground services for wheelchair passengers, proactively moving forward service touchpoints, and building an integrated barrier-free travel chain featuring "seamless connection upon alighting and end-to-end support". For passengers using cabin wheelchairs, priority is given to assigning flights to jet bridges, and transition plates between the jet bridge and the aircraft are provided to improve the comfort during the transfer process. For remote stand scenarios, transfer ramps are installed on shuttle buses, and dedicated wheelchair parking areas are specially set inside the buses to improve the barrier-free connection of the apron shuttle link. For passengers requiring a support person or attendant, Xiamen Airlines will seat the support person adjacent to the passenger for the support person’s seat on international routes.

4. For passengers requiring service dogs: Xiamen Airlines will accept service dogs in the aircraft and permit the animal to accompany the passenger on board. Xiamen Airlines may require the passenger to control the service dog with a leash, tether or harness during travel.

(II) Control Procedures for the Shipment of Mobility Aids (Including Power Wheelchairs)

We have formulated internal operation guidelines for the shipment of power wheelchairs, and standardized operation specifications such as battery inspection and short-circuit protection, so as to reduce the risk of damage to wheelchairs and mobility aids during transportation.

If a mobility aid is damaged, lost or delayed during transportation, Xiamen Airlines will reimburse the passenger for reasonable expenses incurred as a result.

(III) Establishment of a Regular Inventory Mechanism

We conduct regular physical inventory of wheelchairs to verify the quantity and working condition of the equipment, and urge contracted suppliers to carry out equipment maintenance and renewal, so as to ensure sufficient allocation of wheelchair resources and support the safety and comfort of passengers with reduced mobility during use. We also urge the airport operator to carry out routine inspections of apron service vehicles, lifting platforms and other ground support facilities to maintain stable equipment performance and fully meet on-site operational support requirements.

(IV) Basic Training System Framework

We have established accessibility service training courses for passengers with special needs. The courses cover modules such as communication etiquette for passengers with disabilities, dignity protection, passenger transfer operations, mobility aid handling, service dog reception, and in-flight seat arrangement, covering all front-line positions of cabin and ground services.

(V) Short-term Improvement Plan

We will continuously improve the emergency management training courses within the company's service training system.

(VI) Long-term Improvement Plan

We will continuously track the updates of the ATPDR regulations, optimize the standards and procedures of air transportation services for persons with disabilities, improve the curriculum system, effectively enhance the comprehensive accessibility service capabilities of front-line employees, and update the service handling details for various types of passengers with disabilities based on passenger feedback.

VI. Built environment

The built environment referred to in this chapter includes: Xiamen Airlines' own and leased office premises; most of the hardware facilities in the airport terminal are owned by the airport management authority, and Xiamen Airlines has no decision-making authority for renovation works and can only gather passenger requests and forward relevant feedback to the airport operator.

(I) Forward-looking planning for accessibility of Xiang'an Airport

With the completion and operation of Xiamen Xiang'an Airport at the end of 2026, the new airport will carry out service planning based on the full-process travel needs of special passengers. The new airport will systematically arrange accessibility facilities across the entire travel chain from curbside, check-in area, security inspection area, waiting area, boarding bridges to remote stand support, aiming to realize a complete barrier-free travel experience inside and outside the terminal building. All low-height service counters will be set in the terminal; the commercial area adopts a curved design, implementing the humanized detail treatment of rounded corners; there are a total of 68 sets of public restrooms in the terminal, each equipped with an accessible restroom and a baby care room; at the same time, free in-terminal battery-powered shuttle buses are provided for passengers with mobility impairments to further improve the travel experience of passengers with disabilities.

(II) Building an accessible office environment

For own and leased office premises, we regularly collect employees' suggestions on the renovation or optimization of office environment accessibility through the "Employee Voice" platform. The existing working mechanism can ensure that the responsible departments respond quickly to the requests put forward by employees within a limited time.

(III) Long-term improvement plan

We will continue to work on building a full-range accessibility service system to ensure that all facilities fully comply with relevant accessibility laws and regulations and local regulatory requirements.

VII. Information and Communication Technologies

This chapter elaborates around digital carriers such as official websites, mobile applications, and officially released documents, covering usage scenarios such as passengers querying information, submitting service applications, and submitting accessibility opinions.

(I) Optimizing official website information notification

In terms of display content, the "regulations on the transportation of special passengers" and the Canadian accessibility plan have been published on the official website, involving requirements for passengers with disabilities, sick passengers, passengers carrying portable oxygen concentrators (POC), and feedback methods for passengers with disabilities.

In terms of website design:

1. It is developed and designed in accordance with the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA standard, and complies with the guidelines in terms of font and module settings.

2. Optimize the accessible browsing function of the official website. The domestic official website supports: page reading, page zooming, mouse pointer style adjustment, mouse crosshair positioning, and mouse pointing reading with large subtitles; the overseas official website supports: page reading and full keyboard operation.

(II) Service tags

Xiamen Airlines establishes service tags for different types of passengers with disabilities, and applies them to the whole process of service links, promotes the application of tag data in the whole service process, and provides a convenient air travel service experience.

(III) Short-term improvement plan

According to the business scope achievable by the service department and the customer-facing text provided, continuously improve the official website's notification of passengers' travel health risks and information notification of special passenger categories.

(IV) Long-term improvement plan

Xiamen Airlines actively studies and adapts to the new standards of the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA to meet the relevant compliance requirements of the Accessible Canada Act.

1. Evaluate the possibility of integrating passenger information between the e-commerce middle platform and the overseas official website backend.

2. If integration can be achieved, further evaluate the tagging scheme for special passengers (including passengers with disabilities).

3. Based on the tags of special passengers (including passengers with disabilities), design extended services for special passengers (including passengers with disabilities) at each online business touch-point.

VIII. Communications other than information and communication technologies

The Service Quality Management Department and various functional departments of Xiamen Airlines have established a collaborative working mechanism to coordinate the acceptance and response of passenger and employee requests and the formulation of relevant service plans.

Xiamen Airlines has a customer service center to provide service support for the majority of passengers.

Service Department: Customer Service Center

Contact Number: 95557, +86 592-226666

Contact Email: mf@xiamenair.com

Mailing Address: Service Quality Management Department, Xiamen Airlines Co., Ltd., 321 Donghuang Road, Xiamen, Fujian Province, China, Postal Code 361006

(I) Establishing a long-term working mechanism for the accessibility plan

The accessibility plan working group of Xiamen Airlines has clarified the workflow of accessibility plan, annual progress report, and regular review and optimization. Through internal collaboration, we ensure that all tasks of the plan can be implemented and continuously improve the level of Xiamen Airlines' accessibility services.

(II) Strengthening the communication ability of front-line positions

In the accessibility service training courses, further enrich the communication guidelines for different types of passengers with disabilities: including oral guidance for passengers with visual impairments, written auxiliary communication for passengers with hearing impairments, and concise communication skills for passengers with cognitive impairments; include typical negative and positive cases into training materials.

(III) Internal communication to foster an inclusive culture

The airline publishes accessibility service standards and best practice cases via press releases and internal notices of outstanding service cases, enabling all staff to access relevant service specifications. Drawing on on-site support activities and exemplary service cases, each department promotes benchmark service practices, fostering a culture of proactive and thoughtful service for passengers with disabilities.

(IV) Publicly announcing accessibility service initiatives and commitments

External release: In the 2025 Social Responsibility Report of Xiamen Airlines, the content related to the improvement of "special passenger services" was disclosed on Page 62 "Passenger Services". We publicly promote accessibility service initiatives and service commitments to the society, and broaden the channels for external release of service information.

(V) Long-term improvement plan

The airline promotes its service brand culture and service quality management system. Its curriculum framework covers the implementation pathway of service philosophy, a service compliance culture, and introductions to key projects. For services involving passengers with disabilities, the airline aims to internalize the principle of "respect and care for persons with disabilities" and translate it into practice, thereby strengthening front-line employees' sense of responsibility in providing assistance.

IX. Procurement of Goods, Services and Facilities

Xiamen Airlines requires all contracted outsourced partners to not only comply strictly with statutory standards stipulated by government regulations, but also uphold high-quality service standards and deliver high-standard accessibility services for passengers and employees.

(I) Strengthening the procurement management of outsourced service providers

In accordance with the internal procurement management system of Xiamen Airlines, the procurement cycle for conventional service categories is generally no longer than three years, and re-procurement will be arranged upon expiry. From supplier selection, contract signing to performance monitoring, we select high-quality service providers to ensure that the procured goods, services and facilities comply with Canadian accessibility regulations.

(II) Long-term improvement plan

Xiamen Airlines will continue to screen cooperative suppliers in Canada that have compliance plans under the Accessible Canada Act (ACA), so as to realize the coordinated linkage between procurement resources and accessibility services.

X. Provisions of CTA accessibility-related regulations

Xiamen Airlines promises to comply with the relevant provisions of Section 170(1) of the Canada Transportation Act. This includes the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) and Part VII of the Air Transportation Regulations. This plan elaborates the initiatives and work directions that Xiamen Airlines plans to implement to identify, eliminate and prevent various accessibility barriers. The work items listed in this plan represent the improvement path that the company strives to promote, but do not exhaust all accessibility-related work of Xiamen Airlines. Xiamen Airlines may also implement other measures not listed in the text of this plan that are conducive to improving the accessibility experience of passengers with disabilities and employees.

For more details on relevant regulations, please click the following link: Canada Accessible Transportation Regulations SOR/2019-244;

https://laws-lois.justice.gc.ca/eng/regulations/SOR-2019-244/index.html

Summary

The core goal of Xiamen Airlines is to fully implement the compliance plan of the Accessible Canada Act, earnestly fulfill the relevant commitments for accessibility environment construction, and rigorously implement all relevant work of accessibility services.

Xiamen Airlines will continue to focus on the full passenger travel chain and all workplace scenarios for employees, and develop a top-level framework for accessibility development with a complete closed-loop mechanism. All units will unify their understanding, take this accessibility plan as the action guide, coordinate and cooperate with each other, and promote the implementation of all work tasks. Meanwhile, drawing on the feedback mechanism for gathering comments and suggestions from passengers and employees, the airline leverages its regular cross-departmental collaboration model to deliver timely responses, follow-up supervision and iterative optimization for incoming requests concerning accessibility plans and feedback workflows. This ensures that accessibility development aligns with operational realities and users’ practical demands.

Xiamen Airlines will continuously iterate the relevant manual standards and business procedures for air transportation of passengers with disabilities, consolidate the personnel training management system, and ensure the stable performance and continuous improvement of overall service quality.

The airline will actively explore the application of new technologies and tools, empower frontline staff through digital solutions, and cultivate an accessibility service team with professional service competence.

It will maintain the regular working mechanism covering accessibility plan formulation, annual progress reporting and external information disclosure to advance the long-term, standardized development of accessibility development and comprehensively enhance Xiamen Airlines’ accessibility service capabilities.

Xiamen Airlines will release an updated version of the accessibility plan in 2029, and simultaneously publish the work progress and feedback work report every year.

Feedback Process

Xiamen Airlines has established a dedicated channel to collect opinions, suggestions and complaints from the public, passengers and internal employees regarding accessibility services on its Canada routes. Anonymous feedback submissions are accepted. The designated person responsible for receiving feedback on behalf of Xiamen Airlines is the Director of Service. Xiamen Airlines will acknowledge receipt of all feedback (other than anonymous feedback) in the same manner in which it was received.

(I) Customer survey and feedback

1. Mail: Passengers may request alternative formats of Xiamen Airlines’ accessibility plan and feedback process documentation.  The airline welcomes passenger feedback on its accessibility services and values all input received. For this purpose, passengers may write to the Director of Service of Xiamen Airlines at the following address: Service Quality Management Department, Xiamen Airlines Co., Ltd., Province, China, Postal Code 361006

2. Telephone: Passengers relying on telephone feedback may call.

3. Email: Passengers wishing to submit feedback via email may send correspondence to: mf@xiamenair.com.

(II) Alternative formats

Passengers may request alternative formats for Xiamen Airlines’ accessibility plan, feedback process documentation. Requests may be submitted to Xiamen Airlines by mail, telephone or email using the contact information listed above. When requesting alternate formats, we will respond as soon as practical.

Xiamen Airlines has established a dedicated channel to collect opinions, suggestions and complaints from the public, passengers and internal employees regarding accessibility services on its Canada routes. Anonymous feedback submissions are accepted. The designated person responsible for receiving feedback on behalf of Xiamen Airlines is the Director of Service. Xiamen Airlines will acknowledge receipt of all feedback (other than anonymous feedback) in the same manner in which it was received.

(I) Customer survey and feedback

1. Mail: Passengers may request alternative formats of Xiamen Airlines’ accessibility plan and feedback process documentation.  The airline welcomes passenger feedback on its accessibility services and values all input received. For this purpose, passengers may write to the Director of Service of Xiamen Airlines at the following address: Service Quality Management Department, Xiamen Airlines Co., Ltd., Province, China, Postal Code 361006

2. Telephone: Passengers relying on telephone feedback may call.

3. Email: Passengers wishing to submit feedback via email may send correspondence to: mf@xiamenair.com.

(II) Alternative formats

Passengers may request alternative formats for Xiamen Airlines’ accessibility plan, feedback process documentation. Requests may be submitted to Xiamen Airlines by mail, telephone or email using the contact information listed above. When requesting alternate formats, we will respond as soon as practical.