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    Cathay Pacific

    Feedback on Accessibility Plan

    Feedback related to accessibility can be addressed to our VP, People, Americas. Feedback can be submitted anonymously or you may provide your contact information. We will acknowledge receipt of feedback, other than anonymous feedback, in the same manner in which it was received. We welcome feedback through any of the following mechanisms:

    Mail:

    Accessibility Contact

    Cathay Pacific Airways Limited Canada

    500 – 550 W 6th Ave

    Vancouver, BC

    V5Z 4S2
    Email:

    Accessibility_Canada@cathaypacific.com

    Online Feedback Form:

    https://forms.office.com/r/HBGaeJKk2J

    Phone:

    1-604-606-2917. Use TTY (711) for those who are deaf or hard-of-hearing.

    Office hours are Monday to Friday from 8:30 AM to 5:00 PM local time.

    If you would like to request copies of the Accessibility Plan, Progress Reports or a description of the feedback process in an accessible or alternate format, please contact us through any of the above channels.


    The Accessible Canada Act (ACA) is a federal law that aims to find, remove and prevent barriers facing people with disabilities. The law came into effect in 2019 with the goal of creating a barrier-free Canada by 2040. The ACA defines a barrier as anything that prevents persons with disabilities from fully participating in society.

    The ACA defines disabilities as impairments or functional limitations that, when combined with barriers, prevent people from fully and equally participating in society. There are several types of disabilities which include:

    • Physical/mobility
    • Sensory
    • Intellectual/developmental
    • Cognitive
    • Learning
    • Communication
    • Mental health

    Disabilities can be permanent, temporary, visible or invisible and people can have more than one disability. People experience their disabilities in different ways and everyone with a disability is unique.

    Cathay Pacific Airways Canada is committed to the undertakings as required by the ACA and the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) which include identifying barriers and developing and implementing actions to remove barriers in seven (7) key areas:

    • Employment
    • The built environment
    • Information and communication technologies (ICT)
    • Communication other than ICT
    • The design and delivery of programs and services
    • The procurement of goods, services and facilities
    • Transportation


    Feedback Contact

    Feedback related to accessibility can be addressed to our VP, People, Americas. Feedback can be submitted anonymously or you may provide your contact information. We will acknowledge receipt of feedback, other than anonymous feedback, in the same manner in which it was received. We welcome feedback through any of the following mechanisms:

    Mail:

    Accessibility Contact
    Cathay Pacific Airways Limited Canada
    500 – 550 W 6th Ave
    Vancouver, BC
    V5Z 4S2

    Email:

    Accessibility_Canada@cathaypacific.com

    Online Feedback Form:

    https://forms.office.com/r/HBGaeJKk2J

    Phone:

    1-604-606-2917. Use TTY (711) for those who are deaf or hard-of-hearing. Office hours are Monday to Friday from 8:30 AM to 5:00 PM local time.

    If you would like to request copies of the Accessibility Plan, Progress Reports or a description of the feedback process in an accessible or alternate format, please contact us through any of the above channels. Cathay Pacific’s Accessibility Plan is published on Cathay Pacific’s website in a format that meets the requirements for Level AA conformance under the Web Content Accessibility Guidelines 2.1.

     

    Founded in Hong Kong in 1946, Cathay Pacific Airways Limited is an international airline registered and based in Hong Kong. Cathay Pacific’s Canada operations originate in Hong Kong and are subject to the various laws and regulations of the Hong Kong government, including the Hong Kong International Airport Authority.

    Cathay Pacific Airways began their operations in Canada with their first passenger flight to Vancouver in May of 1983. Since the inaugural flight, the company now operates to two ports (Vancouver and Toronto) with passenger and cargo operations supported by over 100 passionate and dedicated employees. As of June 30, 2023, Cathay Pacific employed more than 21,900 employees who represent more than 70 different nationalities, along with multiple generations, religious beliefs, gender identities, sexual orientation, and those who live with disabilities.

    Accessibility statement

    Cathay Pacific is committed to providing every customer and employee the best experience and service at every touch point, including people with disabilities. As part of our vision for a truly inclusive culture and service brand, we are committed to ensuring that employees and customers with disabilities are respected for who they are and that they have an experience that considers their independence and dignity. Cathay Pacific Canada is committed to creating a workplace that ensures equal access and opportunity for people with disabilities where they can reach their full potential.

    Cathay Pacific is committed to meeting the objectives and requirements of the Accessible Canada Act (the “ACA”) and the Accessible Transportation Planning and Reporting Regulations (ATPRR) through finding, removing and preventing barriers in a timely manner. We are proud of our diverse workforce and are fully committed to providing an inclusive and supportive work environment for all our people with specific needs and differing abilities. Cathay Pacific’s Accessibility Plan reflects the company’s pledge to creating a barrier-free environment for everyone. The plan outlines the strategies and actions the company will undertake to remove any barriers, communicate and collaborate with people with disabilities and to further a culture of inclusion. Cathay Pacific will continually monitor the implementation of the plan as per the ACA and ATPRR and communicate progress in its annual progress reports.

     

    A key principle of the ACA is “Nothing Without Us”, which means that persons with disabilities be consulted when creating and implementing policies, procedures and programs that aim to reduce barriers for people with disabilities.

    Internal Consultation

    In 2023, Cathay Pacific employees in Canada were asked to share their feedback on eight barriers regarding accessibility, including workplace accommodation processes through an Employee Accessibility Survey. Employees had the option to remain anonymous when completing the survey to ensure that all employees could feel comfortable speaking up about potential barriers in the workplace. This was the first Employee Accessibility Survey conducted and therefore was an important step forward in identifying barriers. The survey had a 45% response rate. The percentage of respondents who self-identified as a person of disability was 16%.

    Employees, including those with disabilities, were consulted through an employee survey and their feedback was incorporated in our Accessibility Plan. Employees were given the option to remain anonymous throughout the consultation and feedback process.

    External Consultation

    Cathay Pacific consulted with two disability advocacy organizations to obtain their feedback on our Accessibility Plan – Barrier Free Canada/Sterling Creations and Community Living Ontario. Their feedback and suggestions were reflected in the Accessibility Plan.

    A barrier-free and dignified travel experience for our customers living with a disability is of utmost importance to Cathay Pacific. We are proud to share that we did not receive any disability related complaints in 2022 for travel to/from a Canadian port, however we know there is still work to be done.

    Cathay Pacific values and is committed to continuing to engage with and gather accessibility feedback from people living with disabilities, disability advocacy groups, customers and employees to ensure we are meeting our goals to achieve a barrier-free employment and travel experience. This continuing engagement and feedback will be incorporated into our yearly progress reports as well as our Accessibility Plan.

     

    Cathay Pacific is a foreign transportation service provider that is required to comply with the provisions of the Accessible Transportations for Persons with Disabilities Regulations (ATPDR), which apply to all flights that depart from or arrive in Canada. Cathay Pacific is subject to applicable sections of Part 2 – Service Requirements Applicable to Carriers, of the Accessible Transportation for Persons with Disabilities Regulations .

     

    Accessibility is the combination of aspects that influence a person’s ability to function within an environment.

    Accessible refers to a place that is easily reached, an environment that is easily navigated or a program or service that can easily be obtained.

    Barrier means anything — including anything physical, architectural, technological or attitudinal, anything that is based on information or communications or anything that is the result of a policy or a practice — that hinders the full and equal participation in society of persons with an impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment or a functional limitation. (obstacle)

    Disability means any impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment — or a functional limitation — whether permanent, temporary or episodic in nature, or evident or not, that, in interaction with a barrier, hinders a person’s full and equal participation in society. (handicap)

    Discrimination means treating someone differently or unfairly because of a personal characteristic or distinction, which, whether intentional or not, has an effect that imposes disadvantages not imposed on others or that withholds or limits access that is given to others.

    Inclusion is the act of recognizing, valuing and building on differences in identity, abilities, backgrounds, cultures, skills, experiences and perspectives while respecting human rights.

     

    • In June 2023, employees in the Digital Experience Team collaborated with the testing team to conduct a web accessibility training workshop. The workshop aims to achieve three goals: Experience, Education, and Execution.
      • To achieve the Experience goal, participants were provided with hands-on opportunities to experience how people with disabilities experience the world. For Education, the essential rules and guidelines for WCAG including the four principles were covered. For Execution, participants were asked to identify web accessibility problems in a web showcase and come up with solutions to address these issues.
    • Diversity and Inclusion training highlighting and bringing awareness to unconscious bias and allyship was rolled out across the organization in June 2023 as a mandatory course. The training helped employees understand what unconscious bias is, consequences of its impact, and how to identify and combat bias in the workplace.

     

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