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 an
Accessibility Plan to ensure compliance with the Accessible Canada Act (ACA) and theAccessible Transportation Planning and Reporting Regulations (ATPRR). The Accessibility Plan
aims 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) and
Accessible 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 Plan
and/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.
Alternative format for the Accessibility plan and/of feedback process:To request a copy of Turkish Airlines’ Accessibility Plan and Feedback Process or the Accessibility
Plan Progress Report in an alternate format, please contact Turkish Airlines using any of the channels
above. On request, we may provide a copy of the Accessibility Plan and Feedback Process or theAccessibility Plan Progress Report in print, large print, braille, or audio format or in an electronic format
that is compatible with adaptive technology that is intended to assist persons with disabilities.
We will acknowledge any feedback (other than anonymous feedback) provided to us, in the sameformat as it was submitted.

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 linked
website.

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 our
website, 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 visual
impairment 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 a screen reader program, to further improve ourservices 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 System
and 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;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 are
addressed. 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 theavailability 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 who
engages with us is satisfied with the accessibility of our programs and services. To equip our
employees with the necessary tools to design and deliver accessible programs and services, we havebeen 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 to
identify 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 our
airport 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 our
offices 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 havebeen 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
We continually monitor all our communication channels for feedback or inputs provided by ourcustomers and members of the public. Based on such feedback, we review our operating standards
and procedures to ensure that any barriers to accessibility identified pursuant to such feedback areswiftly addressed.
As an example, Turkish Airlines received an email from a passenger with restricted mobility, who
experienced some difficulties and deficiencies in service during a long-haul flight. The passenger notedthat due to their disability, they require a seat with extra legroom and in close proximity to the exit andthe lavatories, and they usually have to pay extra for such seats. The passenger suggested that
disabled passengers should be able to access such seats at no extra cost. They also noted that on
certain flights, they did not receive satisfactory assistance for moving about the cabin. Based on thispassenger input and other feedback received as part of our consultations (discussed below), we
implemented new procedures whereby disabled passengers are entitled to free seat selection, so thatthey can select a seat in the applicable cabin of service that best meets their requirements. In orderto improve our standards for cabin service for disabled passengers, we have also introduced Cabin
Service Standards Instruction for Special Categories of Passengers for our cabin crew, that sets out
detailed service standards for disabled passengers and other passengers requiring special assistance
while on-board, which include providing a personalized introduction, providing an individualized preflight briefing, regular check-ins with the passengers throughout the duration of the flight and providing
support during in-flight service and with the entertainment system.
Since Turkish Airlines published its feedback form, we have not yet received any submissions
regarding our Accessibility Plan or accessibility barriers outside of customers’ immediate travelrequirements and concerns. The lack of feedback appears to relate to low level of awareness of theprovisions of Accessible Canada Act and the regulations made thereunder, and the availability of ourAccessibility Plan and Feedback Process, and the relatively smaller scope of our operations in
Canada. In order to encourage our customers to engage with us on accessibility issues and increaseawareness of our Accessibility Plan and initiatives to identify and remove accessibility barriers, we
propose to actively inform passengers about our Accessibility Plan and Feedback Process, including
during interactions with our contact centre and airport personnel, and when customers request
disability assistance.

Consultations
Turkish Airlines engaged the Physically Disabled Solidarity Association and the Turkish Spinal
Code Paralyzed Association to review our service offering and better understand how persons
with disabilities experience our services. In addition, we also engaged with the Esenler
Orthopedically Handicapped Association, the Istanbul Autism Association and the Tukiye Autism
Confederation, and sought inputs from different disability groups (orthopedic, hearing, vision,
autism) under the coordination of Çizgi Advertising, Research and Consultancy Company.
Physically Disabled Solidarity Association; Esenler Orthopedically Handicapped Association
We approached Physically Disabled Solidarity Association (“PDSA”) and Esenler OrthopedicallyHandicapped Association (“EOHA”) to review our operations and advise on barriers to mobility
faced by persons with reduced mobility and other physical disabilities. The consultation process
was led by advocates and experts from both organizations. PDSA and EOHA sought inputs froma group of seven persons with various physical disabilities, and the consultations took place
between January 23, 2024 and January 28, 2024. Representatives of Turkish Airlines, PDSA andEOHA held in-person meetings with the group, which included members of the two organizations
and disabled passengers, during which the group was asked the following questions regarding
their experiences while travelling with Turkish Airlines:•••

What problems did they experience with Turkish Airlines airport services?
Did they experience any difficulty in finding and accessing their seats and during theboarding and de boarding process?
Did they experience any problems with accessibility and personal needs in the cabinduring the flight?

The feedback received from the group indicated that there were some coordination issues inrespect of providing wheelchair services at Istanbul Airport, the main hub of Turkish Airlines, andsome passengers with a short connection time had a long wait for wheelchair assistance. The
passengers did not experience any mobility issues on board our wide-body aircraft, but the lackof an on-board wheelchair on narrow-body aircraft created difficulties for passengers in accessing
the lavatories. Disabled passengers were given priority during the boarding process, but the group
noted that disabled passengers should be seated at the front of the cabin as accessing the rearrows in a wheel chair makes the process difficult for passengers.

Based on the input provided by the PDSA and EOHA, Turkish Airlines has initiated a Web
Application and Android-based Mobile/Tablet Application development project to systematicallymonitor the PRM (Passenger with Reduced Mobility) Service provided by for passengers with
reduced mobility, automatically assign personnel and passengers, and to ensure effective
management by Turkish Ground Services. We have also started the process of inducting narrow
body aircraft wheelchairs in our single aisle aircraft for in-flight use, and have introduced free seat
selection for disabled passengers.
Istanbul Autism Association; Tukiye Autism Confederation
We recognize that disabilities may not always be visible, and there may be situations here
passengers with disabilities may need additional assistance in order to effectively communicate
their requirements. We engaged Istanbul Autism Association (“IUA”) and the Türkiye Autism
Confederation (“TAC”) to understand the unique challenges faced by persons with autism andother mental health disabilities when travelling with Turkish Airlines. The consultation process
was led by experts from both organizations and occurred over a period of one year, during which
members of both associations travelled with Turkish Airlines and provided feedback on theirexperiences, both during the course of travel at airports and during in-person meetings. The
consultation process focused on the following key questions:•••

Did the passengers experience any difficulties in preparation for travel?
As individuals with autism, which problem did the passenger experience the most at the
airport?
Did Turkish Airlines’ Sunflower Lanyard Service facilitate their travel?

The feedback provided by the passengers indicated that passengers with autism faced a barrier
to travel because they were asked to produce a doctor’s certificate confirming that they wereallowed to travel by aircraft. The process of obtaining such a certificate was financially and morally
challenging for passengers with autism. The passengers also reported that since autism is aninvisible disability, airport security personnel and airline employees do not always understand thatthe passengers are disabled, and as a result, the passengers are not able to receive priority
service at airports. The availability of the Sunflower Lanyard Service made travel easier, but theservice was only available at the airport in Istanbul.
Based on the inputs provided by IUA and TAC, we have initiated an awareness campaign among
our airport staff about invisible disabilities, which includes rolling out informative screensaver
designs and providing e-learning resources about autism for airport personnel. We also initiateda review of the document requirements for passengers with disabilities and our health andpassenger services departments are working on ways to reduce documentary requirements. We
have also removed the requirement for passengers with autism to produce a doctor’s report
before the flight. We are also expanding our Sunflower Lanyard Service to other airports served
by Turkish Airlines, including Toronto, Vancouver and Montreal in Canada. Passengers requiring
special assistance can request the Sunflower Lanyard Service, which helps airport personnel andcabin crew to identify and better support those passengers may need more assistance or moretime in some processes.

Çizgi Advertising, Research and Consultancy Company
We engaged Çizgi Advertising, Research and Consultancy Company (“Cizgi”) to audit ouroperations from the perspective of disabled passengers and gather feedback on theirexperiences. Cizgi collaborated with the Association of Orthopedically Disabled People, theSchool of Visually Impaired, a volunteer that supports individuals with autism, the President of theAnkara Anatolian Deaf Sports Club, the President of the Turkish Deaf National Federation, aboard member of the Turkish Disabled Confederation and a visually impaired academician to
conduct the research. The program included nine participants and was conducted during multiple
phases in January 2023, March 2023, June 2023 and September 2023.
The program was conducted as a “mystery shopper program”, pursuant to which participants
travelled on various Turkish Airlines flights without prior intimation to staff. We met with theparticipants after their flights both virtually and in-person to discuss their observations andcomments. Upon completion of the program, the data was collated and reviewed.
Participants were asked to evaluate various aspects of Turkish Airlines’ service, including:••••the process of purchasing a ticket from Turkish Airlines’ website;
the service provided by check-in and ground staff;
service provided by cabin crew and flight experience; andwheelchair and other assistance services.

The participants reported that the ticket purchase experience could be enhanced for visually
impaired passengers by ensuring that it worked with a voiceover program. Passengers also notedthat airport staff need to specialize in interacting with and providing services to different disability
groups, including passengers with invisible disabilities, and passengers with disabilities should begiven priority during the check-in process. While on board and aircraft, suggested enhancements
included provisioning a wheelchair for lavatory access and providing disabled passengers withinformation about accessible content on the in-flight entertainment system. Participants alsosuggested that cabin crew should be informed of the needs and expectations of disabled
passengers, including passengers with invisible disabilities, and adopt special procedures forinteracting with passengers with autism. With respect to mobility assistance services, it was notedthat equipment used to access aircraft in open parking positions needed better maintenance, andwheelchair attendants needed to be trained to improve communication skills with passengers.
Based on the feedback gathered from the mystery shopper program conducted by Cizgi, we havealso introduced specific measures to improve the experience of disabled passengers, such as
introduction of on-board wheelchairs on narrow body aircraft, the introduction of dedicatedpersonnel for serving the disabled passengers at special service check-in counters, improved
maintenance on our mobility assistance equipment and enhanced instruction for cabin crew inrelation to interactions with disabled passengers. We have also developed the concept ofAccessible Turkish Airlines to measure the service quality of Turkish Airlines for passengers withdisabilities.