Turkish Airlines Accessibility Plan Progress Report
In accordance with Canada’s Accessible Canada Act, Accessible Transportation
Planning and Reporting Regulations and Accessible Canada Regulations

Executive Summary
Türk Hava Yollari Anonim Ortakligi (“Turkish Airlines,” “we” or “us”) has developed anAccessibility Plan to ensure compliance with the Accessible Canada Act (ACA) and theAccessible Transportation Planning and Reporting Regulations (ATPRR). The Accessibility Planaims to enhance accessibility at airports and on flights and provide excellent customer service forall passengers.
In accordance with the provisions of the Accessible Canada Act, this progress report outlines
actions that we have already taken under our Accessibility Plan to address some of the barriers
identified through our consultations and through feedback form.
Turkish Airlines is dedicated to improving accessibility for our passengers and employees andcreating a positive and inclusive environment for all passengers and employees and welcomesany comments and feedback about its Accessibility Plan. Turkish Airlines will continue to receive
feedback and incorporate them in the Accessibility Plan.
In 2023, Turkish Airlines engaged Çizgi Advertising, Research and Consultancy Company toconduct, in cooperation with certain disability organizations, mystery shopper research to assess
the quality of services being provided to passengers with disabilities. The research program
involved 16 different flights and 7 airports, and passengers with visual, auditory, mobility andmental disabilities. The research also incorporated feedback from citizens with disabilities inTurkiye. The research program identified certain areas for improvement, which were reviewed ata meeting of Turkish Airlines’ Customer Experience Executive Board. The meeting was also
attended by members of senior management, and based on the findings, we have we developed
a roadmap to correct the identified deficiencies and implement a process for systemic
improvements in the services and support offered to disabled passengers in all aspects of travelwith Turkish Airlines.
Turkish Airlines is actively focusing on these findings and is committed to ongoing improvements
to enhance the passenger experience, starting with flights to and from our hub in Istanbul, andeventually across our entire network.

GeneralTo improve accessibility for persons with disabilities, while ensuring compliance with the Accessible
Canada Act (ACA), the Accessible Transportation Planning and Reporting Regulations (ATPRR) andAccessible Canada Regulations (ACR), Turkish Airlines has conducted consultations and developed
this Accessibility Plan.
Its aim is to identify and remove potential barriers and prevent new barriers in the future. Anycomments about the Turkish Airlines’ Accessibility Plan can be shared via the contact information
provided below.
Feedback process:If anyone would like to contact Turkish Airlines to discuss Turkish Airlines Accessibility Planand/or any barriers that could have been encountered by passengers with disabilities, thenplease contact us via:i. Name: Sales Operations Manager
ii. Phone: +1-416-260-4880
iii. Mailing Address: Turkish Airlines, 170 University Avenue, Toronto, M5H3B3 ON, Canada
iv. Email: CANADACUSTOMER@thy.com
Feedback can be provided anonymously using any of the channels above.

Information and Communication Technologies (ICT)As outlined in the Accessibility Plan, Turkish Airlines strives to provide accessible digital information,services, and products.
Turkish Airlines has already developed its website using HTML (Hyper Text Markup Language), CSS(Cascading Style Sheets) to Web Content and Accessibility Guidelines (WCAG) 2.0 Level 2 (DoubleA compliance) in accordance with World Wide Web Consortium (W3C) standards. To provide content,
there are also JavaScript and jQuery functions found on Turkish Airlines’ HTML and CSS linkedwebsite.
Further, all webpages were developed and tested with the following types of software in mind:
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Screen reading software
Voice activation software
Screen magnification software
Alternative methods of input, such as switches, etc.
Documents in various formats such as Adobe Acrobat (.pdf) and Microsoft Word (.doc) canbe downloaded from the Turkish Airlines website.

Print documents such as boarding passes can be downloaded as a pdf as well as accessible HTMLalternatives.

Turkish Airlines is currently engaged in the process of updating all information available on ourwebsite, include certain legal documents, to ensure that it is available in an accessible format. We arealso engaged in a web re-design project in order to identify and remediate technologies and featuresthat may cause accessibility issues. Turkish Airlines is currently working to identify and address
accessibility issues related to downloadable documents in various formats, media players and otherdocuments. We have started an awareness campaign to better familiarize our passengers andemployees with services offered in alternative formats.
During our consultation with disability groups, we received feedback that the website and mobile
application are not compatible with screen reader programs that are used by people with visualimpairment and that the online channels are not accessible to people with hearing impairment.
In our ongoing commitment to enhance accessibility for our visually impaired passengers, Turkish
Airlines has incorporated features that are compatible with screen reader programs as part of our endto-end renewal project of the website and mobile application. This includes the introduction ofaccessible online channels specifically designed for visually impaired users. Furthermore, we are
currently assessing the potential integration of Blindlook, a screen reader program, to further improve
our services for visually impaired passengers.
In an effort to enhance the accessibility of our online channels for passengers with hearing
impairments, Turkish Airlines has initiated a project to refine the terminology used across ourplatforms. This initiative is part of our commitment to ensure an accessible and inclusive experiencefor our passengers.

Communication, Other Than ICT
Turkish Airlines continues to provide our employees assistance and behavioral and communications
training, so that we can create an inclusive and accommodating environment for our passengers andemployees.
We have enhanced the availability of our Video Call Centre service so that hearing impaired
passengers can easily buy their tickets and communicate with the call centre staff via video. We havealso been actively seeking inputs from passengers and employees with visual and hearing disabilities
in relation to accessing information on our services and procuring assistance.
We have also been working on improving the availability and awareness of Turkish Airlines’ Sunflower
Lanyard service, and providing training to our staff to work with passengers that avail this service. We
are also in the process of ensuring that every shift at our special service counters is staffed withpersonnel proficient in sign language. This initiative is aimed at enhancing our service delivery topassengers with disabilities at these counters.

In 2023, Turkish Airlines engaged Çizgi Advertising, Research and Consultancy Company toconduct, in cooperation with certain disability organizations, mystery shopper research to assess
the quality of services being provided to passengers with disabilities. We received feedback thathighlighted several challenges faced by individuals with disabilities. These included difficulties incommunicating with the video call centre, limited number of employees who are able to communicate

in sign language, gaps in awareness about the Sunflower badge from the Sunflower Lanyard Systemand limited number of employees with training to assist passengers with autism.
In response to these concerns, Turkish Airlines has initiated a comprehensive plan to enhance theuser experience for our passengers with disabilities. This includes:
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improvements to the video call centre interface;
reducing the advance notice period required for accessibility requests;
providing extensive training to our call centre staff about the range of ground services we offer
to passengers with disabilities;
having personnel who are proficient at sign language at special service counters during all
shift in order to provide better service for passengers with hearing impairments;
providing a digital menu card for passengers with hearing impairments;
initiating communication efforts to increase awareness of the Sunflower Badge service andimplementing a specific code in the reservation system for passengers with autism and Down
syndrome;
providing destination-independent gluten-free catering service to passengers with autism;educating staff about the importance of offering passengers with autism the option to select awindow seat at no additional cost; andproviding information and guidance to staff at stations about services to passengers withdisabilities.

We are also working on making the Sunflower Lanyard service available to passengers at Canadian
airports that we operate from and familiarizing local staff with the program.

Procurement of Goods, Services and Facilities
As we work towards our goal of including accessibility requirements in equipment, facilities, andservices, we have been working on reviewing and updating our procurement processes, policies, andstandard documents to identify barriers to accessibility, and ensure that accessibility requirements areaddressed. We have also been working with our ground service providers to ensure that suitableequipment and processes are in place to meet the accessibility needs of our passengers andemployees.
Based on feedback from the Mystery Shopper Research Project, we are studying the possibility ofreconfiguring washrooms on our narrow-body fleet to increase accessibility, and ensuring theavailability of in-flight chairs, which can be used to access the toilet on narrow-body aircraft. Our goal
is to ensure a comfortable and accessible travel experience for all our passengers.

Design and Delivery of Programs and Services
Turkish Airlines continues to strive to ensure that our programs and services are designed anddelivered in a way that is accessible for everyone. We remain committed to ensure that everyone whoengages with us is satisfied with the accessibility of our programs and services. To equip ouremployees with the necessary tools to design and deliver accessible programs and services, we have

been actively seeking feedback from our employees, disability communities and other external groups
with a view to improving the design and delivery of our programs and services.

Transportation
Turkish Airlines continually reviews its network to ensure that we remain compliant with our obligations
under the ATPDR and other applicable laws, both in Canada and other jurisdictions. As part of thisprocess, we are reviewing measures implemented to ensure that passengers with visual or auditory
disabilities are able to understand the pre-flight safety briefing and pertinent flight information and cancommunicate with our cabin crew. We have also been working to expand the availability of accessibility
aids (such as closed captioning) in our in-flight entertainment system.
We have also been working with our ground service providers to review the status and improve theavailability of wheelchairs and other mobility assistance equipment available at our stations, and ourability to provide the type of assistance requested by passengers.

The Built Environment
Turkish Airlines is undertaking a review of our in-terminal facilities across all of our stations toidentify and address any barriers to accessibility and areas for improvement, including placementof our check-in and assistance counters, and availability of accessible seating and facilities in ourairport lounges.
While all of our aircraft meet all of the technical requirements under the ATPDR, we continually review
our fleet to understand how we can improve the inflight experience for our passengers with disabilities,
and we endeavour to incorporate such improvements in the cabin design for new aircraft being
inducted into our fleet.
From the Mystery Shopper Research Project, we received feedback from the participants that the foodstands in our lounges and the grab bars in the lounge washrooms are positioned at a height that may
be too high for some passengers with disabilities. In response to this feedback, we are developing
plans to offer personalized services in our lounges for passengers with disabilities and special health.
Further, we are committed to positioning the grab bars in our lounge washrooms in accordance with
Time-of-Flight Diffraction (“TOFD”) standards.

Employment
As part of its commitment to promote a diverse and inclusive workplace, Turkish Airlines has set
up a team that supports accommodation requests from our employees as well as employment
applicants, across its offices in different locations. We have been working to ensure that ouroffices and other facilities provide barrier free access to the extent possible, and that employees
are provided the tools and resources necessary to meet their accessibility requirements. We have

been working to develop workplace accommodation training for all staff and aim to implement
such training in the near future.

Provisions of CTA Accessibility-Related Regulations
Turkish Airlines, as a major carrier operating under the regulations of the Canadian Transportation
Agency, is required to comply with all the relevant provisions of the Accessible Transportation for
Persons with Disabilities Regulations (SOR/2019-244) in parts 1, 2, 3, and 7 that are applicable toTurkish Airlines.
Turkish Airlines aims to implement its accessibility plan regarding the applicable provisions.

Feedback Information
Since Turkish Airlines published its feedback form, we have not yet received any submissions
regarding accessibility barriers.

Consultations
Turkish Airlines is engaged in ongoing consultations with the Physically Disabled Solidarity
Association and the Turkish Spinal Code Paralyzed Association, to review our service offeringand better understand how persons with disabilities experience our services. The scope of theseconsultations is described in our Accessibility Plan.
We have also been receiving inputs from different disability groups (orthopedic, hearing, vision,autism) under the coordination of the “Çizgi Advertising, Research and Consultancycompany”.
Based on the findings of the mystery shopper research that was conducted to enhance the travel
experience of our and passengers with disabilities or mobility impairment, we have developed theconcept of Accessible Turkish Airlines to measure the service quality of Turkish Airlines forpassengers with disabilities.