<div><details open><summary><strong>Learn about our feedback process</strong></summary><div><p>Find all the information related to the 2025 <a href="//static.avianca.com/media/embpwbca/aviancas-feedback-process-2025-2-1.pdf">feedback process</a> here. This option allows you to download the attached PDF so you can refer to it whenever you need.</p></div></details><details open><summary><strong>1. Contact information</strong></summary><div><p>If you want to provide any feedback, or request an alternate format of the accessibility plan, the progress report, or the description of the feedback process, please use the following contact information:</p><ul><li>Person that will receive feedback on behalf of avianca: Maria Paula Pineda</li><li>Email address to which you can write: accessibility@avianca.com</li><li>If you do not want to write an email, you can use the form <a href="https://forms.office.com/Pages/ResponsePage.aspx?id=Pt2topeDeUW6MHo4gD_DvyV6YFhYo9tOqxq2peF7DV9UMTBDNEcyR0E0MElRRkdYRVAzTEU0UVJZTy4u">here</a>.</li><li>Mailing address in Canada: Lester B Pearson Intl Airport, Terminal 2 2<sup>nd</sup> Floor Room GA2037 Toronto, ON L5P 1B2</li><li>Telephone in Canada: +1800 722 8222</li></ul><p><strong>Note:</strong> the purpose of these channels is to receive requests or comments related to this document, avianca’s accessibility plan or the feedback process. If you have an issue or complaint with one of our flights, please use the channels intended for this purpose (Contact Center, Web Page) so we can give you an adequate response.</p></div></details><details open><summary><strong>2. Feedback process description</strong></summary><div><p>We at Avianca, are committed to supporting accessibility measures supporting passengers with disabilities. If you would like to provide feedback (either anonymously or by name) regarding our disability plans, processes or practices or require any additional explanations regarding same, please use the contact information mentioned above. This can be made in person, by mail, by telephone, via email or by any of the electronic means we use to communicate with the public. The designated person will receive the feedback and it will be processed internally. Once the designated person receives the feedback, we will acknowledge the reception in the same manner it was received.</p><p>In case you want to have the accessibility plan on a different format than the one published, we will do our best to respond within the times set in the Accessible Canada Act and the Accessible Transportation Planning and Reporting Regulations:</p><ul><li>Print: on the 15<sup>th</sup> day after the day that the request is received.</li><li>Large print: on the 15<sup>th</sup> day after the day that the request is received.</li><li>Braille: 45 days after the day that the request is received.</li><li>Audio format: 45 days after the day that the request is received.</li><li>Electronic format that is compatible with adaptive technology that is intended to assist persons with disabilities: on the 15<sup>th</sup> day after the day that the request is received.</li></ul><p>In parallel, we will meet 3 to 4 times in a year with our External Accessibility Committee, which includes members with different disabilities or care providers for the disabled, to proactively ask for their feedback regarding our improvement actions, and barriers or situations they have experienced recently, so we continuously consider more actions to our plan and efforts to remove accessibility barriers. This is an ongoing improvement process that must happen with the support and point of view of the community, and the understanding of the airline industry and the multiple variables that must be considered.</p><p>With the feedback received, we will aim for more inclusive processes and policies at every customer touchpoint: from imagining a trip by air, booking it, flight transportation, to post-flight experience and every step in-between. We will seek high impact solutions to improve the experiences of people with disabilities flying with Avianca.</p><p>To alleviate and prevent barriers to accessibility, Avianca has established employee feedback mechanisms designed to identify key areas of work and intervention related to the needs and wellbeing of its employees. These include the Wellbeing Survey, conducted every two years, and the Psychosocial Factors Survey, which is required annually by the Ministry of Labor in Colombia, Ecuador and Mexico.</p><p>Additionally, the Company offers the Wellbeing App, available 24/7, where employees can report any health and wellbeing issues and make personal or group complaints, either through the app or with the support of a business partner. Avianca also has an email handle to which employees can directly submit their health and wellness concerns.</p><p>Avianca welcomes feedback from employees, whether provided formally or informally, and will utilize the feedback to remove and prevent barriers to accessibility in the workplace.</p></div></details></div>

<div><details open><summary><strong>Learn about our accessibility plan</strong></summary><div><p>Find all the information related to the 2023 - 2025 <a href="//static.avianca.com/media/k3rc0sft/avianca-s-accessibility-plan-2023-2025.pdf">accessibility plan</a> here. This option allows you to download the attached PDF so you can refer to it whenever you need.</p></div></details><details open><summary><strong>1. General</strong></summary><div><p><strong>1.1 Our Position on Accessibility</strong></p><p>At Avianca, we understand that air travel is an essential service, especially in many of the countries and regions we serve. It should be open to all and inclusive of everyone. The language we use must be inclusive. We are all people first, and we all have different abilities. We need to learn from the entire community and value the different mobility, cognitive, and/or sensory abilities.</p><p>Avianca must remove barriers for all customers considering their different abilities and conditions. We recognize that we need to engage in constant dialogue with relevant parties, utilize universal design, and innovate to achieve this goal. We will make small mistakes in the short term; we will correct them and gain greater benefits in the long term. These mistakes are necessary for rapid adaptation. This is an open journey, with endless opportunities for improvement and adjustments.</p><p>Everyone can experience a disability at any time, whether permanently or for a short period. As the average life expectancy increases, more and more people will need better accessibility in all essential services, including aviation. It is a hidden and growing market that further facilitates doing the right thing, and accessibility is something that concerns all of us by making things easier and simpler for everyone through universal design. However, meeting the needs of a diverse community is not easy. We need to embrace the knowledge and perspectives of people with different needs. We want to invite people with disabilities to open up and share their conditions and challenges so that we can all learn and provide better assistance. We understand that there is power in diversity. We believe that creating a connection with the community can help us design better products and processes. This community engagement should encompass people with visual, auditory, mobility, and cognitive differences.</p><p>We will seek more inclusive processes and policies at every customer touchpoint: from imagining a flight, booking it, getting to the plane, to the post-flight experience, and every step in between. We need to unlock universal design and technological innovations. When we make the product and process easier for a person with a disability, it also improves the experience for everyone. We must comply with government regulations in every country we operate in. However, we will not be limited to government policies; we will strive to go faster and further. We will dedicate time and money to finding these solutions. We will partner with Non-Governmental Agencies, industry partners, entrepreneurs, and anyone who needs their voice heard or can contribute to the solution. We will link our accessibility program to our broader Diversity, Equity, and Inclusion program.</p><p>There is still a long way to go before the industry can serve this community, and we will work with our travel partners in the industry who provide applicable services that support or complement our air transport services, so they also work with us concerning our accessibility plans and objectives. We will change the world, one voice and one step at a time.</p><p>In a general sense, our framework consists of understanding our current policies, processes, and procedures. We want and need to create outreach to customers, the government, and the industry for diverse needs, and listen to and learn from their experiences. We will seek innovative ideas but primarily effective, high-impact actions that make a difference.</p><p><strong>1.2 Contact Information and Feedback Process</strong></p><p>If you wish to provide any feedback, request an alternative format of this accessibility plan, or an alternative format of the feedback process description, please use the following contact information:</p><ul><li>Person receiving feedback on behalf of Avianca: María Paula Pineda</li><li>Email address you can write to: <a href="mailto:accessibility@avianca.com">accessibility@avianca.com</a></li><li>If you do not wish to send an email, you can use the following <a href="https://forms.office.com/Pages/ResponsePage.aspx?id=Pt2topeDeUW6MHo4gD_DvyV6YFhYo9tOqxq2peF7DV9UMTBDNEcyR0E0MElRRkdYRVAzTEU0UVJZTy4u">form</a>.</li></ul><p>Note: The purpose of this channel is to receive requests or comments related to this document or the feedback process. If you have an issue or a complaint, please use the channels provided for this purpose (Contact center and website) so we can provide you with an appropriate response.</p><p>In preparing this plan, we reviewed the accessibility principles set out in the Accessible Canada Act (ACA):</p><ol><li>All people must be treated with dignity regardless of their disabilities.</li><li>All people must have the same opportunity to build the life they want and are capable of having, regardless of their disabilities.</li><li>All people must have barrier-free access to full and equal participation in society, regardless of their disabilities.</li><li>All people must have meaningful choices and be free to make their own decisions, with support if they desire, regardless of their disabilities.</li><li>Laws, policies, programs, services, and structures must take into account people's disabilities, the different ways people interact with their environment, and the multiple forms of marginalization and discrimination people face.</li><li>People with disabilities must be involved in the development and design of laws, policies, programs, services, and structures.</li></ol></div></details><details open><summary><strong>2. Information and communication technologies (ICT)</strong></summary><div><p>We are committed to identifying, eliminating, and preventing barriers in the technological systems we use to communicate with passengers. We will do this by working on the following actions:</p><ul><li>When selecting a special service during the booking process, there is a list of unclear options. We will make every reasonable effort to simplify the terms of special assistance, such as types of wheelchairs, and reduce variability in the interpretation and application of special service request (SSR) codes.</li><li>We will work to improve and strengthen our communication with passengers with disabilities and will ask them to inform us in a timely manner about any special service requests before the flight begins, so we can better meet their needs.</li><li>We will make every reasonable effort to ensure that all websites, mobile websites, and applications we own, operate, or control and that are available to the public comply with the Level AA conformity requirements set out in the Web Content Accessibility Guidelines (WCAG) and are compatible with adaptive technologies, so that passengers with different disabilities have a better experience using them.</li><li>We will review and improve the information related to accessibility services available on our website and Help Center. We will make every reasonable effort to have clear information for everyone, so that passengers know what to expect when requesting special assistance (e.g., wheelchair assistance, traveling with a service dog, traveling as a passenger with hearing or visual impairment, etc.).</li><li>We will make every reasonable effort to implement more appropriate communication tools throughout the customer journey to provide better service to people with hearing, visual, or physical difficulties.</li><li>Considering the different types of disabilities and communications, we will make every reasonable effort to ensure that our Contact Center is compatible with adaptive technologies, and we will provide alternative means of communication for passengers with disabilities, such as email or third-party relay services or video relay services.</li><li>We will make every reasonable effort to ensure that each self-service kiosk we own complies with accessibility requirements for passengers with disabilities.</li></ul></div></details><details open><summary><strong>3. Communication other than ICT</strong></summary><div><p>We are committed to identifying, eliminating, and preventing barriers in how we address passengers with disabilities, in an informed, respectful, and accessible manner, through methods other than technology. We will do this by working on the following actions:</p><ul><li>By seeking feedback from some of our passengers with different types of disabilities, we learned that the experience is more accessible for them when they know in advance what will happen. We will make every reasonable effort to change the announcement made when an aircraft is parked in a remote position to inform passengers with disabilities how the disembarkation process will take place and to offer special assistance. We will review how to communicate this information visually and audibly, considering that the future of our fleet will be screenless.</li><li>We will launch a training session for our customer-facing staff on the importance of process consistency, the necessary skills and attitudes, and the relevance of empathy when assisting passengers with disabilities.</li><li>Passengers with visual disabilities described the barriers they face in accessing information such as seat numbers and letters. We will make every reasonable effort to make the boarding process more accessible by communicating seat numbers or providing additional information to help people with visual impairments locate their designated seats. When our staff identifies passengers with disabilities, appropriate assistance will be offered.</li><li>One of the biggest issues raised by our External Accessibility Committee was the attitudinal barriers faced by passengers with disabilities during their journey. We will review and reinforce staff training, including general knowledge of different disabilities, raising awareness, fostering an attitude of "how can I help you?" by our staff instead of making assumptions about how to assist these passengers, and being empathetic to people with disabilities in various situations.</li><li>We will make every reasonable effort to ensure that contractors and employees who handle mobility aids, provide physical assistance, and/or assist with special equipment or aids receive appropriate training on the skills and technical knowledge required to perform these functions. To do this, we will consider best practices, including the <a href="https://www.iata.org/contentassets/7b3762815ac44a10b83ccf5560c1b308/iata-guidance-on-the-transport-of-mobility-aids-final-feb2023.pdf">IATA Guidance on the Transport of Mobility Aids</a>.</li><li>Since El Dorado Airport in Bogotá, Colombia, recently joined the Sunflower Program related to hidden disabilities, our customer-facing staff will receive training to provide better service to those passengers wearing the hidden sunflower lanyard.</li><li>Considering the regulations established by the Canadian authority, we will review and adjust, if necessary, our training programs to ensure they are aligned and up-to-date.</li><li>Currently, onboard announcements are made in audio format. We will review how to include a visual format for these announcements, considering that the future of our fleet will be screenless.</li><li>We will review and coordinate internally and with the relevant airport authorities how to make public announcements more accessible to passengers with disabilities, including both audio and visual formats.</li><li>We will ensure that all our publicly available communications for passengers about our services or facilities are accessible by offering them in alternative formats such as braille, large print, audio format, or using simple and concise language.</li></ul></div></details><details open><summary><strong>4. Procurement of goods, services, and facilities</strong></summary><div><p>We will make every effort to ensure that our staff involved in the procurement of goods and services related to goods, services, and/or facilities that may affect passengers with disabilities are trained to ensure that accessibility issues are considered in the relevant procurement processes. Whenever reasonably possible, we will strive to consult with people with disabilities before making final decisions regarding such procurements, in order to evaluate accessibility from their perspective with the goal of eliminating existing barriers and preventing the creation of new ones.</p></div></details><details open><summary><strong>5. Design and delivery of programs and services</strong></summary><div><p>We are committed to identifying, eliminating, and preventing barriers in the way we design and deliver our programs and services to people with disabilities. To achieve this, we will work on the following actions:</p><ul><li>At times, wheelchair users face challenging situations when an aircraft is parked in a remote position. We will make every reasonable effort to review and improve the boarding/disembarking process for passengers in a remote position.</li><li>We will evaluate and enhance training for employees who handle mobility aids, the process of loading/unloading them in the cargo hold, and those who provide physical assistance, ensuring that proper methods are used to secure, transport, and store mobility aids.</li><li>In most airports, wheelchair service is provided by a third party, not by Avianca employees. We will review our suppliers' processes and training programs, and make recommendations to better ensure that passengers are treated with dignity and receive quality service.</li><li>We will review current priority policies in airport processes (e.g., priority lines at counters) to include different types of disabilities, not just wheelchair users.</li><li>Considering the different ways people interact with their environment, we have identified a barrier when passengers with disabilities approach the boarding podium. We will review the process to allow these passengers more time or the opportunity to approach the podium at the appropriate time, whether at the beginning or end of the boarding process.</li><li>Not all types of disabilities require the same type of service or assistance. Our goal will be to identify these differences through received feedback and create specific journeys for different groups of disabilities.</li><li>The experience at counters for wheelchair users or people of short stature can be improved. Although we cannot redesign counters in airports (as they are part of the airport infrastructure), we will review the process to improve passengers' experiences at the counters.</li><li>According to IATA, 55% of wheelchair users say their biggest concern when flying is the fear that their wheelchair will be damaged or lost. We will make every reasonable effort to monitor issues and irregularities with wheelchairs.</li></ul></div></details><details open><summary><strong>6. Transportation</strong></summary><div><p>For passengers with disabilities who need to change terminals at an airport when flying on an Avianca itinerary, we will coordinate with airport authorities to ensure, as reasonably as possible, that these passengers are transported between terminals as smoothly as possible, taking into account their different conditions.</p></div></details><details open><summary><strong>7. Built environment</strong></summary><div><p>We are committed to identifying, eliminating, and preventing barriers in the built environment under our control, and to considering universal design standards to ensure an accessible environment for all passengers. We will work on the following actions:</p><ul><li>We will review with OPAIN at Bogotá Airport the placement of signage and orientation throughout the terminal, reinforce priority attention, and consider audiovisual communication so that people with disabilities have a more accessible overall experience (both at the airport and with the airline). We will also review the placement of signage at our counters in Canada.</li><li>For people with disabilities, written information such as seat numbering, safety signs, and onboard cards or menus are not always easy to read or identify. We will make every reasonable effort to improve our current way of communicating this information and include different languages within the community (such as Braille, sign language, etc.) for seat numbering and safety cards.</li></ul></div></details><details open><summary><strong>8. CTA Accessibility regulations</strong></summary><div><p>We confirm that the following Canadian regulations apply to us:</p><ul><li>Accessible Transportation for Persons with Disabilities Regulations (ATPDR)</li><li>Accessible Transportation Planning and Reporting Regulations (ATPRR)</li><li>Accessible Canada Regulations (ACR)</li></ul><p>In developing this plan, in addition to considering feedback received from the community, best practices identified in the industry, and barriers identified throughout the customer journey, we included actions related to compliance as established by the aforementioned regulations.</p><p>Although we still have a long way to go, Avianca currently has policies and procedures in place to provide an accessible experience for passengers with disabilities. We comply with the regulations established by the United States Department of Transportation regarding accessible air travel.</p><p>Here’s what we are doing to meet and exceed accessibility requirements:</p><ul><li>To involve people with disabilities in the development and design of policies, programs, services, and structures, we established an External Accessibility Committee in September 2022 with representatives of different disabilities: visual, auditory, cognitive, and mobility.</li><li>The training provided to employees who work at airports and interact with the public includes regulations from the different countries in which we operate, the customer journey, technical knowledge on SSR codes, avoiding discriminatory actions, identifying support persons and service dogs, and the skills required to provide physical assistance or handle mobility devices. Topics are updated annually and those involved in customer services receive periodic refresher training.</li><li>Employees at the airports in Toronto, Bogotá, and San Salvador receive training on serving passengers with disabilities. This training is provided at the beginning of their respective positions and subsequently every 2 years.</li><li>In February 2023, El Dorado Airport joined the global Sunflower program. Avianca joined this program to provide a better experience for people with hidden disabilities.</li><li>We have a procedure for attending to passengers with special needs or requiring additional assistance, which provides clear guidelines for special services offered from the time of booking until the end of the journey. This procedure includes:</li><li>Requirements and conditions for transporting service dogs and emotional support animals.</li><li>Requirements and conditions for transporting different types of wheelchairs.</li><li>The alternative procedure approved by the Department of Transportation (DOT) for transporting mobility aids in the hold and not in the cabin.</li><li>Policies and guidelines for attending to passengers with disabilities.</li><li>Requirements and conditions for denying boarding to a passenger.</li><li>During the second half of 2022, we established a team of 3 people led by our Director of Strategy and Planning and our Director of Sustainability. This team is fully committed to accessibility and aims to identify and prioritize the barriers faced by our customers, regardless of their abilities and conditions, and align other Avianca teams to eliminate these barriers and achieve more accessible and inclusive air transportation for all.</li></ul></div></details><details open><summary><strong>9. Consultations</strong></summary><div><p>In preparing this accessibility plan, we included feedback received in September 2022 from passengers with disabilities who had flown with us. We invited 10 representatives of different types of disabilities to Avianca's facilities. Attendees included individuals with reduced mobility, wheelchair users, foundations working for the benefit of people with disabilities (Saldarriaga Concha and Best Buddies), visually impaired individuals, FENASCOL (National Federation of the Deaf of Colombia) representing the deaf community, and people who do not have a disability but have a family member who does. We held a hybrid session with some people attending in person and others virtually, considering the specific requirements of each participant to ensure equal participation, with key actors from various Avianca teams involved in the complete process.</p><p>During this session, we asked about their best and worst experiences with an airline, key information an airline should know about their specific disability to provide better service, and, based on the barriers they face, what aspects Avianca should focus on to offer a more accessible journey. We took the feedback and opinions received from both internal and external attendees and built our roadmap for the coming years.</p></div></details></div>

<div><details open><summary><strong>Learn about our Progress Reports</strong></summary><div><ul><li><a href="//static.avianca.com/media/1iycfxxf/avianca-s-progress-report-2024.pdf">Progress Report 2024</a></li><li><a href="//static.avianca.com/media/p1mftpob/aviancas-progress-report-2025-1.pdf">Progress Report 2025</a></li></ul><p>This option allows you to download the attached PDF so you can refer to it whenever you need.</p></div></details><details open><summary><strong>2025 Progress Report</strong></summary><div><p><strong>1. General</strong></p><p><strong>1.1 Our position on accessibility</strong></p><p>In avianca we understand that air travel is an essential service, particularly in several of the countries and regions we serve. It must be open to all, and it must include all. The language we use must be inclusive. We are all people first and we all have different abilities. We need to learn from the full community regardless of personal mobility, intellectual, or sensory differences.</p><p>Our objective is to identify, prioritize and break down boundaries faced by people with disabilities during their travel experience. We strive for alignment among internal teams and with our main allies, to have a more accessible and inclusive air transportation at every point of contact with the customer: from the moment they imagine an air travel, book it, get to the airport, until they get on the plane, the entire post-flight process, and every step in between. To achieve this goal, we use constant dialogue with relevant parties that can help us design products, policies, and processes from a different perspective. The sky belongs to everyone, and we seek to learn from all ways of flying. Although there are government regulations we must comply with in every country we operate, we will not be constrained by government policies but will strive to go faster and further. We understand the power in diversity.</p><p>According to the World Health Organization, 16% of the global population experience a significant disability today, and all people can easily become disabled at any moment as average life span increases and new conditions become more evident. It is a hidden and growing market that makes doing the right thing even more evident and urgent. It is the necessary course of action and the economically right decision. However, meeting the needs across a diverse community is not easy. We need to embrace the knowledge and insights of people with different needs. We want to invite people with disabilities to be open to share their conditions and challenges, so we can all learn and provide a better service. We want to make air travel more accessible for everyone, and we are dedicating time and money to find these solutions. We will look for innovative ideas, but mainly for effective, high impact actions that make the difference.</p><p>We want to work side by side with Non-Governmental Agencies, authorities, with entrepreneurs, with industry partners and with anyone that can add to the solution. We believe that the whole industry supply chain should share the cost and contribute to the solution without charging the final customer. There is still a long way to go until the industry gets to serve this community and we will work with our travel partners in the industry who provide applicable services that support or are complementary to our air transportation services, to also work with us in respect of our accessibility plans and goals. We will change the world one voice and one step at a time.</p><p><strong>1.2 Contact information and feedback process</strong></p><p>If you want to provide any feedback, or request an alternate format of the accessibility plan, this progress report, or the description of the feedback process, please use the following contact information:</p><ul><li>Person that will receive feedback on behalf of avianca: Maria Paula Pineda</li><li>Email address to which you can write: accessibility@avianca.com</li><li>If you do not want to write an email, you can use the form <a href="https://forms.office.com/Pages/ResponsePage.aspx?id=Pt2topeDeUW6MHo4gD_DvyV6YFhYo9tOqxq2peF7DV9UMTBDNEcyR0E0MElRRkdYRVAzTEU0UVJZTy4u">here</a>.</li><li>Mailing address in Canada: Lester B Pearson Intl Airport, Terminal 2 2<sup>nd</sup> Floor Room GA2037 Toronto, ON L5P 1B2</li><li>Telephone in Canada: +1800 722 8222</li></ul><p><strong>Note:</strong> the purpose of these channels is to receive requests or comments related to this document, avianca’s accessibility plan or the feedback process. If you have an issue or complaint with one of our flights, please use the channels intended for this purpose (Contact Center, Web Page) so we can give you an adequate response.</p><p>If you request an alternate format of any of the documents, consider the following applicable times set in the regulation:</p><ul><li>Print: on the 15<sup>th</sup> day after the day that the request is received.</li><li>Large print: on the 15<sup>th</sup> day after the day that the request is received.</li><li>Braille: 45 days after the day that the request is received.</li></ul><p>Audio format: 45 days after the day that the request is received.</p></div></details><details open><summary><strong>2. Information and communication technologies (ICT)</strong></summary><div><p>We are committed to identify, remove, and prevent barriers in the technological systems we use to communicate with passengers.</p><p>Here is the progress made during the last year:</p><ul><li>Since Special Service Requests (SSR) codes are the primary source of data to identify and assist travelers with disabilities, we have included a new option for neurodivergent people, those with intellectual disability or with a related diagnosis, so they can inform their condition. This option is associated with DPNA (Disabled Passenger with intellectual or development disability Needing Assistance) SSR used across the industry. We tested different scenarios to confirm the successful transmission of this information between the different systems used throughout the travel experience.</li><li>Framed in our efforts to make every website, mobile website and application that we own, operate or control and that is made available to the public, meet the requirements for a Level AA conformance according to the Web Content Accessibility Guidelines (WCAG), we are working with a subject-matter-expert. In the process of redesigning our website and application, we are understanding and building a plan to meet the WCAG requirements and assure compatibility with adaptive technologies.</li><li>In our efforts to improve the information pertaining to available accessibility services in our website and Help Center, we launched the new <a href="/en/information-and-help/special-assistance">Special Assistance page.</a> This site was created considering consultations made to our External Accessibility Committee, to give more information and details about what passengers can expect during every touchpoint of their journey, according to their disability.</li><li>To select a special service in the booking process or to notify that a person needs additional assistance, we had a list of options that was confusing for passengers. We adjusted those options, especially the options related with physical disability, to better understand the assistance required. Also, we changed to a simpler language and reduced the variability in the interpretation and application of the special service request (SSR) codes.</li><li>We understand the communication barriers that passengers with hearing disabilities encounter in the travel journey. In our efforts to implement technological tools to provide a better service to deaf people or those hard of hearing that use sign language, we partnered with the Colombian National Federation of the Deaf (FENASCOL) to execute a pilot for 3 months in Bogota’s airport to offer virtual interpretation service at our services desk. Among the conclusions we reached, we found that people with hearing disabilities are highly independent, but the impact we generate being able to help at least one passenger to have a better understanding during the process is highly appreciated. We will continue to seek the optimal solution for all parts involved.</li><li>As part of our ongoing commitment to offer communication on board in accessible formats, we are reviewing an initiative to create a subtitled video in sign language to explain to deaf passengers or those hard of hearing the safety instructions flight attendants give in case of an emergency. This initiative aims to ensure passengers have the necessary support throughout their journey.</li><li>Having in mind the different types of disabilities and forms of communication, our Contact Center team provides alternative means of communication for passengers with disabilities such as Voice, email and the Vianca Chat through the WhatsApp application.</li><li>In our efforts of providing different and accessible forms of communication, or Contact Center is in the process of developing a Voice IVR system that will enable voice-based functionalities for passengers who contact us. This solution will offer several benefits to our customers, such as faster service through self-service options, 24/7 availability, reduced waiting times, and personalized and efficient experience.</li><li>We understand the difficulties for neurodivergent people and those with intellectual disabilities when they do not know what to expect from their travel experience. To help these passengers, we partnered with an expert to design a guide using clear and simple language, with recommendations for every step of the travel experience. This resource allows them to better prepare, reducing anxiety and enabling a calmer and more predictable journey. <a href="//static.avianca.com/media/niqn20be/travel-guide-for-passengers-with-dpna.pdf">The sky belongs to everyone: Get ready for your trip.</a></li><li>As part of our ongoing efforts to enhance the digital experience and provide a more personalized service, we have redesigned the Special Assistance section in the 'Manage My Booking' site to make the option for requesting special assistance more prominent and userfriendly. This feature is now easily accessible, with clear icons and concise descriptions, ensuring that all users can quickly and effortlessly find the assistance options they need.</li><li>As part of Avianca’s ongoing efforts to establish a centralized database that enhances and personalizes the travel experience, we have integrated historical data on passenger requests for assistance. This enables the airline to tailor communication and services to the specific needs of passengers with disabilities, fostering a more inclusive and personalized travel experience.</li></ul></div></details><details open><summary><strong>3. Communication, other than ICT</strong></summary><div><p>We are committed to identify, remove, and prevent barriers on how we address passengers with disabilities, so it is in an informed, respectful, and accessible way, via other methods than using technology.</p><p>Here is the progress made during the last year:</p><ul><li>- One of the biggest issues raised by our External Accessibility Committee was the attitudinal barriers passengers with disabilities face during their journey. To create awareness among airport agents and crew members, we built a booklet as a service guide for accessibility. Here, we included the do’s and don’ts when interacting with a person with any type of disability, promoting a how-can-I-help-you attitude from our personnel rather than making assumptions as to how passengers can be helped, and being empathetic with persons with disabilities in different situations.</li><li>To enhance employee awareness and capabilities, we partnered with an expert on neurodivergence and cognitive and intellectual disabilities to create a virtual course aimed to provide staff with tools on how to communicate with neurodiverse individuals, what stimuli may trigger a crisis, and recommendations on how to manage such situations if they arise. This training significantly strengthened the team’s ability to provide empathetic, inclusive service and to adapt talent management processes to reflect human diversity.</li><li>As part of our commitment to a more inclusive and accessible sky, we have carried out a series of key actions within our internal communications. We started with the campaign "The sky is for everyone!", highlighting the importance of accessibility through an accessible ping pong event, followed by a commemorative video for the International Day of Wheelchair Users. Additionally, we published an informative post about wheelchairs, bringing visibility to this essential issue. Equally important, we celebrated World Autism Awareness Day with the aim of inspiring empathy rather than simply raising awareness. This month, our actions reflect the effort to foster greater inclusion and understanding within our community.</li><li>Considering the regulations set out by the Canadian authority, we are reviewing and adjusting if needed our training programs, so they are aligned and updated.</li><li>After reaching 100% of Avianca’s airport agents trained on Hidden Disabilities Sunflower program by El Dorado Airport in Bogota, and witnessing the positive impact both at Bogotá’s airport and around the world, we are taking steps to join the program as an airline. This simple yet powerful tool allows individuals to voluntarily signal that they may need additional support,understanding, or simply more time—helping foster a more inclusive and empathetic travel environment. The benefit of joining the program as an airline is that we will take the awareness beyond the airport to the on board experience with our crew.</li><li>We’ve been constantly meeting with our largest operational airport in Bogota to review and coordinate how to make public announcements more accessible for passengers with disabilities. This airport has made an important progress by improving the signage across the terminal, including pet relief areas, activating digital gate announcements (both in English and Spanish), and improving the signage for accessible facilities.</li><li>Considering that the future of our fleet is screen-free and that on-board announcements are currently communicated in an audio format, we are adapting our communication methods, so flight attendants are more aware of deaf and hard-of-hearing passengers, and they proactively approach them when any announcement is made. To maximize the, effectiveness of this approach, we require cooperation. If a passenger informs their disability during the booking process or after, the "DEAF" code is automatically assigne, allowing flight attendants to readily identify their location and ensure clear communication throughout the flight.</li><li>Given the importance of the communication between the Contact Center and people with disabilities during any point of the journey, we've been providing constant training for our third-party agents to increase awareness and to reinforce processes to deliver the appropriate service to any passenger. In addition, we have conducted mystery calls and audits to ensure that the service meets the quality standards of the airline.</li><li>We are using all reasonable efforts to raise awareness internally and externally, so we carriedout a special initiative during Deaf Awareness Month. On the International Day of Sign Languages, our flight attendants greeted all passengers using Colombian Sign Language with the phrase “Hi, welcome to Avianca.” Additionally, we distributed informative cards highlighting three interesting facts about sign language to further engage and educate passengers on the importance of inclusive communication.</li></ul></div></details><details open><summary><strong>4. Procurement of goods, services and facilities</strong></summary><div><p>We are using all reasonable efforts to ensure our personnel who are involved with applicable goods and services procurements relating to goods, services and/or facilities that may affect passengers with disabilities are trained to best ensure that accessibility issues are considered in the relevant procurement processes. Whenever reasonably possible, we are endeavoring to consult with persons with disabilities prior to making final decisions in respect of such procurements to enable us to evaluate accessibility from their perspectives with the goal of removing existing barriers and avoiding the creation of new barriers.</p><p>To achieve this goal, we have been focusing on generating awareness among all employees with short videos that explain different disabilities and how is the experience for this passengers when traveling, we created an internal site where employees can access to the most relevant information regarding accessibility, and we do regular talks with the different teams to reinforce the importance of this topic for avianca and the leadership team.</p></div></details><details open><summary><strong>5. Design and delivery of programs and services</strong></summary><div><p>We are committed to identify, remove, and prevent barriers in the way we design and deliver our programs and services to persons with disabilities.</p><p>Here is the progress made during the last year:</p><ul><li>Recognizing that different types of disabilities require different forms of support, our objective has been to identify these differences and define key moments along the journey for each disability group. In collaboration with the Customer Experience & Delivery team and feedback received from passengers, we developed a comprehensive matrix that maps our four disability categories against the 29 moments of truth in the customer journey. This exercise revealed 76 pain points, which we have been actively addressing over the past year. Building on the progress achieved in recent years, we plan to revisit this analysis to measure how effectively barriers have been reduced and to identify any new challenges that may have emerged.</li><li>As part of our commitment to fostering collaboration and accountability among areas, and enhancing awareness around accessibility, we incorporated data on passengers with Special Service Requests (SSR) — including BLND (visual disabilities), DEAF (hearing disabilities), and DPNA (intellectual or developmental disabilities requiring assistance) — into the Operational Planning dashboard for airports and the passenger list reviewed by the crew. By making this information accessible across relevant teams, we enable better coordination and share responsibility in preparing for and supporting these passengers.</li><li>We will evaluate and refine the training for employees who handle mobility aids, the process to load/unload them in the cargo compartment, and the ones who provide physical assistance, so the proper methods are used to secure, carry, and stow mobility aids. Currently, we are evaluating how to roll out best practices, such as IATA’s Guidance on the Transport of Mobility Aids, and how to do a better-quality control check to the assistance provided. Additionally, we will carry out workshops in partnership with Open Doors Organization, aimed at ensuring safety, complying with regulatory requirements, and reducing costs associated with the improper handling of assistive devices. These workshops will raise awareness and educate employees on the correct handling of wheelchairs, scooters, and other mobility aids.</li><li>Access to data about the travel experience of people with disabilities, their accessibility needs, and required assistance has historically been limited and difficult to analyze. To address this, we are currently developing a centralized dashboard that will enable more efficient and comprehensive analysis of this information. The dashboard will include filters to provide deeper insights—such as tracking wheelchair (WCH) service irregularities and analyzing Net Promoter Score (NPS) related to accessibility services—supporting more informed decision-making and targeted improvements.</li><li>As part of our commitment to enhancing service quality, we have developed a new program that integrates accessibility from the very outset. By embedding inclusive principles into its design, the program ensures that the specific skills and behaviors required to support passengers with diverse needs are central to the training process. This proactive approach fosters a travel experience that is both respectful and inclusive, reflecting our dedication to serving all travelers with dignity and care.</li><li>In response to passengers’ feedback highlighting attitudinal barriers as a major challenge, we included accessibility and how to better serve passengers with disabilities in the service training frontline employees receive. To date, more than 7,500 airport agents and flight attendants have been trained in hospitality and inclusive service, reinforcing our commitment to providing a respectful and accessible experience for all passengers.</li><li>To highlight the importance of accessibility for the company and reinforce its commitment with inclusion, a Chief Accessibility Officer was appointed. This position was covered by a person with a visual disability showing consistency with our strategy of engaging people with disabilities in the process to improve the experience. This appointment reinforces Avianca’s dedication to improving accessibility and ensuring that all passengers, regardless of ability, can travel safely and with confidence.</li><li>It is no secret that among passengers that request wheelchair assistance, there are many that do not have a physical disability or a restriction in their mobility. Their barriers are related with airport navigation, language barriers or fear of unknown environments like big airports. Having this in mind, we want to provide passengers with the assistance they need, adapted to the real barrier in their journey. We are doing a pilot with RouteMe of an indoor navigation tool that, through the physical mapping of the airport, allows users to be guided visually and with audible instructions from point A to point B within the airport, simply by scanning a QR code.</li></ul></div></details><details open><summary><strong>6. Transportation</strong></summary><div><p>For passengers with disabilities who are required to change terminals at an airport when such passengers are flying pursuant to one avianca itinerary, we are monitoring airports’ facilities to better ensure that those passengers are transported between terminals in as seamless a manner as reasonably possible, taking into consideration their different conditions and the airports’ infrastructure.</p></div></details><details open><summary><strong>7. Built environment</strong></summary><div><p>We are committed to identify, remove, and prevent barriers on the built environment under our control and to consider universal design standards to ensure an accessible setting for all passengers.</p><p>Here is the progress made during the last year:</p><ul><li>For people with disabilities, written information like seat numbering, security signs and cards or on-board menu in the airplanes, is not always easy to read or identify. We are using all reasonable efforts to improve our current way of communicating information, considering the different methods that exist. In this effort, we have made progress in 2 fronts:</li></ul><ul><li>We implemented new row markers with higher contrast, more visible numbers and Braille numbering in our A320 fleet, with over 70 aircraft now equipped with these enhancements. This allows both passengers with visual disabilities and those who read Braille to easily locate themselves on board. The new row markers offer more color contrast, with the row number visible on all three sides, making it easier for passengers to find their row from both the front and back of the aircraft.</li><li>Our on-board menu available for domestic and international flights on narrow-body aircrafts, is at hand through avianca on air in the applicable flights. This improves information access for people who use their own devices and accessibility features.</li></ul><ul><li>Being safety our most important value, we are aware of the difficulties passengers experience when boarding or deboarding is done using stairs. In our commitment to review and improve the experience and framed in one of our principles of sharing the responsibility, we are partnering and working together with ground handling providers to explore ramp solutions to replace stairs for all passengers. We have already tested this solution in 2 airports, impacting positively more than 1,200 passengers. In addition to ramps, we are also evaluating other alternatives such as stair-climbing chairs and ambulifts that can improve the safety and comfort of the boarding and deboarding process. Here we depend on each airport’s infrastructure available where we operate.</li></ul><ul><li>Considering the different ways in which people interact with their environment, we have identified a barrier when passengers with disabilities approach the podium for boarding. We are reviewing the process, so these passengers have more time, or the opportunity to approach the podium at the right moment, whether it is at the beginning or at the end of the boarding process. With signage improvements, we are also working in the pre-boarding process so it is clearer that it also includes people with other disabilities, besides wheelchair users, that would benefit from this possibility.</li></ul><ul><li>• The experience in the counters for wheelchair users or people of short height can be improved. Although we cannot redesign counters at airports (being part of the airports’ infrastructure), we are reviewing the process and how to address this pain point from a service perspective to improve passengers’ experience at the check-in counters.</li></ul><ul><li>In line with our commitment to designing accessible experience for and with people with disabilities, the Customer Accessibility team played an active role in the decision-making process for a highly valued onboard service. To ensure this service meets the needs and expectations of passengers with disabilities, we also engaged our External Accessibility Committee, incorporating their insights to guide inclusive decisions and implementation.</li></ul></div></details><details open><summary><strong>8. Provisions of CTA accessibility-related regulations</strong></summary><div><p>We confirm that the following Canadian regulations apply to us:</p><ul><li>Accessible Transportation for Persons with Disabilities Regulations (ATPDR)</li><li>Accessible Transportation Planning and Reporting Regulations (ATPRR)</li><li>Accessible Canada Regulations (ACR)</li></ul><p>In the construction of this progress report, in addition to considering the feedback received by the community, best practices identified in the industry and the barriers identified across the customer journey, we comply with and periodically review our compliance with regulations, as well as periodically review our tariffs, policies and procedures.</p><p>This is what we are doing to comply and exceed accessibility-related requirements:</p><ul><li>To involve persons with disabilities in the development and design of policies, programs, services, and structures, we work closely with our External Accessibility Committee. For the second year, we set a target of 25 completed actions, which was met with implementation of actions framed in 5 tools: create awareness, train, improve and adjust processes, incorporate digital technology and adjust hardware.</li></ul><ul><li>The training provided to employees who work at airports and interact with the public, includes regulations in the different countries we operate, the customer journey, technical knowledge on SSR codes, avoiding discriminatory actions, identification of support persons and service dogs, and the required skills to provide physical assistance or handle mobility aids. Topics are updated every year with relevant positions at airports and those involved in customer services take periodic refresher training.</li></ul><ul><li>Employees at Toronto, Bogota and San Salvador airports receive training in respect of serving passengers with disabilities. Such training is provided upon commencement of their respective positions and thereafter every 2 years.</li></ul><ul><li>We have a procedure to serve passengers with disabilities or that require additional assistance, that provides clear guidelines for special services offered from the time of booking to the completion of the trip. This procedure includes:</li></ul><ul><li>Requirements and conditions to transport service dogs and emotional support animals.</li><li>Requirements and conditions to transport the different types of wheelchairs.</li><li>The alternate procedure approved by the Department Of Transportation to transport mobility aids in the cargo compartment and not in the cabin.</li><li>Policies and guidelines to serve passengers with disabilities.</li><li>Requirements and conditions in the case boarding is denied to a passenger.</li></ul></div></details><details open><summary><strong>9. Employment</strong></summary><div><p><strong>Inclusive Internal Communications</strong></p><ul><li>- To improve our inclusive internal communication, all videos for our employees now include subtitles. This improves accessibility for people with hearing disabilities.</li><li>All avianca employees in the countries where we operate receive this internal communication, which includes the intranet, newsletters, internal emails, events, among other.</li><li>In 2025, the Communications Vice Presidency was trained in Diversity, Equity, and Inclusion, unconscious biases, and inclusive communication. This workshop was led by the Human Talent area and our inclusion consultant.</li></ul><p><strong>Wellbeing program:</strong></p><ul><li>- All avianca employees have access to the “Well” wellbeing program, which offers tools for physical, emotional, financial, and social health for all employees and their familie, without exception.</li><li>As part of the ongoing implementation of the “Well” wellbeing model, the company provides all employees and their families, without exception, with resources such as the Well Line, available 365 days a year, offering services including psychological, legal, medical, financial, academic, and veterinary guidance, among others; the Wellbeing App; and a dedicated email address for wellbeing-related inquiries.</li><li>We also continue implementing the ICARO reintegration program, through which we support, train in new skills, and reintegrate employees who have experienced an incident that prevents them from continuing in their previous role. They receive both theoretical and practical training to strengthen their technical, soft, and emotional skills, facilitating their transition into a new position within the company.</li></ul><p><strong>Hiring Employees with Disabilities:</strong></p><ul><li>- In alliance with Best Buddies, we have 7 people with intellectual disabilities, who identify themselves as “amigos del alma”, working in Colombia. We also have 2 people with intellectual disabilities in Ecuador and 1 person in El Salvador hired directly by the Company.</li><li>We constantly work with the Human Talent team to seek opportunities for more people with disabilities to work at avianca, aligned with the business reality.</li></ul><p><strong>Dissemination and positioning</strong></p><ul><li>- In 2024, we participated in the Latin America and the Caribbean Regional Summit on Disability, where we shared our vision of accessible inclusive employment. Additionally, we were joined by one of our employees with a disability to share their story and experience working at avianca.</li></ul><p><strong>Consultations</strong></p><p>We continue strengthening our feedback mechanisms across the company, such as the Wellbeing survey and, for the first time in 2024, the Belonging survey. These tools allow us to understand the overall wellbeing of our employees, including people with disabilities, and to guide our actions more effectively.</p><p>In November 2024, we launched the Belonging survey, aimed at the entire organization, with the purpose of understanding our employees’ perceptions of diversity and inclusion, as well as how they identify across different dimensions. The survey included 14 questions: 7 focused on identity (age, gender, ethnicity, race, sexual orientation, and religion), 3 on disability, and 4 on experience with inclusion topics and knowledge of available tools. It was open until February 2025, and its results are a key input for continuing to advance our belonging and inclusion strategy.</p><p>Additionally, at the same time, we launched the Wellbeing survey, which we conduct every two years. Its objective is to better understand the needs and overall wellbeing of our people to provide more comprehensive support. It assesses five key components: financial, emotional, social, and physical wellbeing, as well as workplace safety and health conditions. The information collected guides the design of actions and programs that help improve the quality of life of our teams.</p><p>For the analysis of the results and definition of actions, we work with an expert consulting firm in equity and inclusion, which allows us to strengthen the technical approach of our interventions.</p></div></details><details open><summary><strong>10. Feedback information</strong></summary><div><p>We gather feedback through multiple channels that is constantly incorporated and validated against our general accessibility program. Here is how that feedback was taken into consideration:</p><ul><li>Feedback process: in response to the provisions stated above, we activated a specific e-mail address and questionnaire to receive feedback. As of the day this progress report was published, we received 8 additional responses. The ones that were related to accessibility mentioned the need to request wheelchair assistance and a person informing she was traveling with her son that has autism. Regarding the accessibility e-mail address, we receive on average 20 emails per month, among those there is publicity, agencies asking for information,and less than 15% about cases or information related with accessibility or passengers with disabilities.</li><li>External Accessibility Committee: we meet three times per year and among the topics discussed are informing the program’s progress, getting feedback from them on the actions and the plan, hear their best and worst experiences with an airline to learn from others, and on what aspects should avianca focus to make a more accessible customer journey. This is how we make sure we are always on the right track.</li><li>Voice of the customer, complaints, social media: to ensure the Accessibility Strategy team receives prompt feedback from customers, a collaborative process was established with the Contact Center teams. When they encounter an accessibility-related case, it is routed to the accessibility strategy team. The situation is analyzed with the relevant internal areas to define appropriate actions. These actions are then reviewed against the general accessibility plan and, if necessary, new actions are added. Through social media we also receive positive feedback when we communicate our progress and most recent improvements.</li><li>Accessibility extreme cases: although we are making progress with our plan, we are not exempt from something happening. When there is a situation with a person with a disability and safety got compromised, it gets media attention or a regulation was violated, the Accessibility Strategy team takes the case, calls a working table with the involved areas, an action plan is defined so it doesn’t happen again, and the case is shared in the Executive Operations Meeting so it creates awareness among the teams.</li></ul></div></details><details open><summary><strong>11. Consultations</strong></summary><div><p>In preparation of the accessibility plan and the progress reports, we constantly consult our ExternalAccessibility Committee.</p><p>Avianca’s External Accessibility Committee is composed of 14 people:</p><ul><li>Two people from Fundación CIREC, which works in the integral rehabilitation of people with physical disabilities.</li><li>Two wheelchair users that fly constantly.</li><li>Three people with visual disabilities: one that flies constantly, a former commercial aviation pilot and an airline executive.</li><li>One representative of the Colombian National Institute of the Blind (INCI for its acronym in Spanish).</li><li>One representative of the Best Buddies foundation.</li><li>One representative of the Fundación Saldarriaga Concha.</li><li>Two representatives and one deaf person from FENASCOL (Federación Nacional de Sordos de Colombia) representing the deaf-signing community.</li><li>One person with a physical disability.</li><li>The father of a child with a physical and intellectual disability.</li></ul><p>We met 3 times during 2024, March 21st , July 23rd and November 18th. We hosted hybrid sessions with some people in-person in Avianca’s headquarters and others virtually, bearing in mind the specific requirements of each one so they could access equal participation in the sessions. Key leaders from some avianca teams involved in the end-to-end process attended the sessions to raise awareness in them and their teams.</p><p>During the sessions, we asked attendees about their feedback on each of the actions set in this report, their best and worst experience with an airline, key information an airline should know about their specific impairment to provide a better service, and, based on the barriers faced by them, on what aspects should avianca focus to make a more accessible customer journey.</p><p>We also conducted ad hoc consultations, for example their feedback on Avianca’s redesigned Special Assistance website through a form, the most appropriate name for that website and their opinion on three actions we are analyzing to eliminate barriers for deaf or hard of hearing people.</p><p>Among key feedback from this committee, we discussed what actions were the most relevant and effective for them, with the following result:</p><ul><li>Awareness: conduct on-site exercises that help passengers prepare for a flight or even an emergency evacuation.</li><li>Training: reinforce the correct and most inclusive way to serve passengers with disabilities</li><li>Process: set up service areas at airport entrances to receive passengers with disabilities</li><li>Technology: create a database of passengers with disabilities flying with Avianca to offer specialized solutions or share relevant information.</li><li>Infrastructure: Explore and implement different solutions to eliminate stairs during boarding and disembarkation.</li></ul></div></details></div>