Environmental Sustainability

Social Prosperity

Corporate Governance

Trust

Zero flight safety accidents and protecting customer privacy are the basis for creating sustainable customer value, and service quality is a key element of China Airlines' sustainable operations.

Trust

Zero accidents is the foundation for creating sustainable value for customers. Therefore, providing reliable and safe service is not only the core value of CAL, but also our way to sustainability. As a professional transportation service provider, the sustainable operations of CAL depends on the quality of transportation service provided. To create sustainable value for customers, CAL is dedicated to protecting customers' privacy, providing premium service that meets their expectations and needs, and continuing optimizing the quality of service.

Flight Safety

Safety is the core value of CAL and our absolute commitment to customers. We always take a consistent and uncompromising stand on flight safety. With a zero tolerance on flight safety accidents, CAL has comprehensive control over flight safety through management systems. CAL continuously improves overall flight safety and endeavors to reinforce the corporate culture of safety to make sure that securities are fully in place to provide passengers with safe and reliable flights.

Safety Policy Statement

Safety Management System (SMS)

CAL follows the requirements in the civil aviation regulations of Taiwan and references the guidelines in the International Civil Aviation Organization (ICAO) DOC. 9859 Safety Management Manual (SMM). CAL has implemented the Safety Management System (SMS) since 2007, and undergoes re-certification audits every two years in accordance with IATA regulations to maintain its commitment to flight safety. The Company has successfully passed the IOSA (IATA Operational Safety Audit) certification for the 12th consecutive year in 2024 (the next certification will be in 2026), continuously meeting the highest international safety standards. The core of CAL’s SMS is safety risk management. CAL analyzes and manages operational risks systematically through continuous risk identification and management. We also set Safety Performance Targets (SPTs) for comprehensive tracking, control, and risk mitigation.

To ensure flight safety, CAL organizes annual safety enhancement programs to continuously strengthen safety awareness across the organization. Embracing the safety management spirit of “safety identification, active implementation, participation, and continuous improvement," we aim to enable all employees to act safely through continuous learning and positive motivation, thereby reinforcing CAL's safety culture and achieving the highest standards of flight safety. CAL actively promotes safety with external entities:

2025

Organized the Aviation Security Conference
Co-organized the International Aviation Safety Management Summit

2024

Organized a seminar on the risks of geopolitical conflicts to aviation security
Co-organized an international summit on flight safety management

2023

Organized the Aviation Security Risk Management Seminar

2022

Organized the International Ground Safety Seminar
Co-organized the Aviation SMS Summit and Flight Operations and Safety Seminar with CAA

Flight Crew Management

Professional Training and Evaluation

CAL recognizes risk factors and implements risk management mechanisms based on the three perspectives of "prediction," "proactive," and "reactive" through appropriate training to respond to internal and external environmental change, such as the introduction of new airports, routes, aircraft, systems and procedures, systematic flight training / qualification, flight operation quality assurance (FOQA), and recurrent evaluation of instructors and examiners etc. By means of pertinent training measurements, we prepare flight crew members with the high level of professionalism and competency necessary to ensure passenger's flight safety.

Note: FOQA aims to decrease the probability of accidents and hull damage by using past flight data and flight log excerpts to identify abnormal incidents and to analyze each fleet's operational characteristics. The outcomes are then assessed in order to identify and resolve any relevant safety risks.

Management by Walking Around

Fleet supervisors participate in the license inspections of flight crews and pre-flight briefings as needed to verify the completion of related operating procedures. Supervisors also conduct risk assessments for the flight operations of special sites and weather conditions, and provide operation recommendations for reference or compliance by the crew to ensure safety in flight operations.
Fleet supervisors and the Check Pilot (CP) conduct supervisory flight (S-Flight) as needed to review pilots’ compliance with operating procedures, effectiveness in threat and error management (TEM), and their use of crew resource management (CRM) techniques. Through this process, crew’s competencies which need to be enhanced could be identified and enhancement actions will be implemented accordingly to improve flight safety. A total of 244 S-Flights were completed in 2024.

Health and Emotional Management

To ensure that flight crew can successfully complete every flight duty, CAL sets strict standards not only for pilot training, but also for pilots' health and emotional management. CAL has adopted proactive planning, crew feedback and prediction in crew life management to prevent and reduce the physical and mental stress of pilots in long-haul flight duties.

Inflight Monitoring and Control

To ensure that passengers can arrive safely and on time at their destinations according to the flight plans, CAL System Operation Control Division monitors all flight-related operations, monitors all flights and site operations in real time, and monitors the positions of aircraft in the air. In the event of abnormal flight operations, it gathers all necessary information and formulates response plans in coordination with flight crew to ensure the safety of the flight and passengers.

To ensure smooth flight operations and flight safety, CAL System Operation Control Division monitors real-time flight operations around the clock. It sets up designated seats for different operations and it uses communication tools to ensure real-time monitoring and control of all factors that may cause abnormal flight operations (e.g., military exercise, geopolitical shifts, epidemics and epidemic prevention policies of different countries, weather forecast at different airports, emergencies such as volcano and tsunami, and status of ground operations at airports such as de-icing/anti-icing capacity and strike). The main seats in the Control Center include:

Air traffic control seat: Monitors flights and operations of flight schedules
Weather monitoring seat: Provides the latest hazardous weather updates for aircraft in the air
Flight dispatcher seat: Plans routes and fuel quantities, and monitors airspace conditions
Repair management seat: Monitors flight maintenance status of aircraft
Flight status monitoring seat: Supervises the normal operations of airports
Taoyuan International Airport management seat: Supervises the inbound/outbound operations of the Company's main hub

Each seat continues to effectively operate and meet on-time rate and safe operation needs.

System Operation Control Division also continues to use various software and hardware for monitoring and control to enhance the decision-making abilities of the Control Center. For instance, we obtain information on flight movements by connecting to the domestic and international airports' Airport Collaborative Decision Making (A-CDM) system, and we connect to aircraft tracking systems to verify the positions of aircraft in the air. We also use TPE Airport CCTV system to assist smooth inbound/outbound operations, and we use the weather monitoring software WNI to monitor hazardous weather at each airport to help aircraft avoid hazardous weather periods at airports and help pilots avoid hazardous flight airspaces to reduce risks in flight operations.

In order to ensure effective information communication with each airport and operational proficiency during abnormal weather or emergency, as well as to reduce risks in operations, the System Operation Control Division continues to conduct various situation drills and review meetings.

Climate risk management: In 2025, multiple typhoons caused varying degrees of disruption to flight operations. The Company, through pre-event contingency planning, cross-unit coordination, and dynamic adjustment of flight operations, has effectively mitigated operational impacts and has continued to refine its typhoon emergency response mechanism.
Strengthening interdepartmental response coordination: Through regular response exercises and operational reviews, the Company integrates the workflows of flight operations, ground services, and customer service units to enhance response efficiency during contingencies, thereby minimizing passenger impact and mitigating the risk of complaints.
Response to geopolitical risks: In response to evolving international geopolitics and airspace restrictions, the Company continuously monitors route safety and airport conditions, adjusting flight schedules, routing, and operational strategies as necessary to ensure flight safety and minimize operational risks.

Maintenance Quality

Ensuring maintenance quality is an important foundation of flight safety. With the Company’s Reliability Control Program, we proactively manage the maintenance status of all aircraft. By compiling and analyzing data related to common abnormalities and technical parameters from daily operations, appropriate maintenance strategies and plans are developed. This allows us to maintain the reliability of all systems on the aircraft to enhance maintenance quality and flight safety.

Maintenance Quality

CAL's Maintenance Division holds maintenance organization certificates issued by 11 civil aviation competent authorities, including Taiwan's Civil Aviation Administration (CAA), the U.S. Federal Aviation Administration (FAA), and the European Aviation Safety Agency (EASA), and was planning to obtain a maintenance organization certificate from the Macau Civil Aviation Authority (AACM) in 2026. It is a large-scale, modern airframe maintenance center in Taiwan, featuring maintenance hangars capable of accommodating five wide-body aircraft and one narrow-body aircraft simultaneously for heavy maintenance, a 120,000-pound large engine test cell, and a range of advanced component-repair facilities, enabling it to provide advanced maintenance services for aircraft, engines, and components.
Establishing a New Maintenance Training Center

In response to rapidly growing demand for maintenance service abroad, CAL was certified to establish the CAL Technical Training Center (CTC) in 2015. In 2017, CTC also obtained certification from the Civil Aviation Administration of China. CTC was the first certified institution in Taiwan to provide aircraft maintenance training for CAL-EMO and other airlines. Since CTC’s foundation, a total of 355 training courses have been offered, and 3,658 trainees have completed training.
Elevating the Quality Management System

CAL's maintenance organization acquired ISO 9001 certification for its Quality Management System in 1996 and continuously maintained the effectiveness of the system. In April 2017, the EMO became the first repair station in Taiwan to receive certification for the AS9110 Quality Maintenance Systems - Aerospace from the International Aerospace Quality Group (IAQG) (Note). CAL continuously renewed its re-evaluation contracts with the accreditation institution each year. Consistent with its pursuit of improvement of quality, CAL-EMO will periodically conduct Plan-Do-Check-Act (PDCA) through the quality management system for continuous improvement and customer satisfaction.

Note: IAQG main members include Boeing, Airbus, GE, and Rolls Royce. To manage and regulate the quality of suppliers, suppliers are required to comply with a series of established standards for quality management system, including AS 9110.

Customer Service

We place great importance on delivering an exceptional travel experience to every passenger. Through the introduction of a new fleet and fully redesigned cabin interiors, we offer enhanced comfort and safety throughout your journey. Our upgraded AI-powered customer service and newly enhanced mobile app provide more responsive and personalized support. In-flight dining has been comprehensively elevated to satisfy both visual and culinary expectations. Complemented by our unwavering commitment to attentive service, we are dedicated to creating a truly seamless and enjoyable flight experience. We look forward to welcoming you on your next journey with us.

To enhance the travel experience, China Airlines has established a comprehensive feedback mechanism. In addition to continuously monitoring customer satisfaction and willingness to recommend through passenger satisfaction surveys, passengers are also encouraged to provide feedback and suggestions regarding services through customer feedback channels and other communication platforms. By leveraging diverse feedback sources, China Airlines continuously identifies and addresses service gaps to improve passenger satisfaction and loyalty.

According to the results of the passenger satisfaction surveys conducted from January to December 2025, the Net Promoter Score (NPS) reached 73.3, exceeding the target value and representing an improvement over 2024. Looking ahead to 2026, we have raised our NPS target from 69 in 2025 to 70.5, reflecting passengers' recognition of and expectations for China Airlines.

Customer Satisfaction

Customer Satisfaction Category	2022	2023	2024	2025	2025 Objectives	2025 Attainment	2026 Target
Passenger Net Promoter Score (NPS)	65.7	62.7	72.5	73.3	69	100%	70.5
Freight Service Customer Satisfaction (points)	89.5	91.6	89.8	89.1	89	100%	89
Maintenance and Repairs Customer Satisfaction (points)	8.24	8.8	9.0	9.05	8.4	100%	8.4

Note 1: The maintenance and repairs customer satisfaction is calculated based on a ten-point system.

Protecting Customers' Rights

China Airlines has established an Information Security Policy to maintain the security of the company's information and information assets, prevent unauthorized infringement, keep their confidentiality, integrity and availability, and comply with the requirements of laws and regulations.

Personal Data and Privacy Protection

Personal Data Accident Contingency Flow

In order to create a trustworthy personal data protection and privacy environment, CAL fully complies with the Personal Data Protection Act of the R.O.C., the Regulations Governing Personal Data File Security Maintenance Plan and Processing Method for the Civil Aviation Enterprise, the General Data Protection Regulation (GDPR) of the EU, and other applicable personal data privacy laws and regulations when collecting, processing or utilizing personal data.
"Information Security and Personal Data Management Division" is the Company's dedicated management unit for information security and personal data protection and management. The Data Protection Officer (DPO) and the Chief Information Security Officer (CISO) oversee the promotion of information security policies and resource scheduling, leading independent information security and personal data teams to adopt management measures in line with international standards to promote information security and personal data protection. The Company has established the Information Security and Personal Data Management Committee, with the President serving as the Convener. The Committee holds management review meeting at least once a year to ensure the continuous and effective implementation of the information security and personal data management system.
CAL's official website has a page of "privacy protection," and the "Privacy Protection Policy and Statement" on the page outlining how personal data is securely collected, processed, and used only within authorized purposes. Data subjects may exercise their rights, including inquiry, correction, deletion, restriction, and withdrawal of consent, through the “Enquiry and Request for Personal Data” link on the CAL website or by contacting the Data Protection Officer at DPO@china-airlines.com. CAL will respond within the statutory timeframe. Since 2025, no privacy complaints have led to penalties.
CAL has established “Personal Data Breach Response Management Procedures” and a contingency plan to address unauthorized access, disclosure, or misuse of personal data. Annual response exercises ensure staff readiness. Contracts with subcontractors require timely breach notification and evidence preservation.
To review personal data management goals and meet privacy information management system requirements, CAL establishes internal audit procedures, plans annual audits in Q4, and conducts audits as scheduled. Results are reviewed by the President during the Information Security and Personal Data Management Committee meetings to ensure system effectiveness.
According to the needs of targets' position and function, CAL regularly provides appropriate education and training to promote personal data protection awareness to all employees and management. Additionally, quarterly e-newsletters share real-case studies, regulatory updates, and key management highlights to raise awareness.

Information (Cyber) Security Management

China Airlines Information Security and Artificial Intelligence Policy

CAL’s Information Security and Personal Information Management Division, led by the Data Protection Officer (DPO) and Chief Information Security Officer (CISO), oversees information security and data protection. They lead independent teams to implement management measures aligned with international standards. CAL’s Information Security and Personal Data Management Committee, chaired by the President, meets at least annually to review and ensure effective system implementation and reports to the Board yearly. Board member with information security background. Director. Wei, Chien-Hung previously served as a Member of the Financial Cybersecurity Laboratory at the FinTech Innovation and Entrepreneurship Research Center, National Cheng Kung University. He has a background in financial information security and, with experience in telecommunications management and smart transportation, possesses cross-disciplinary capabilities in information security management and digital risk governance.
CAL completed the annual information security inspections in October and December 2025 to strengthen company’s overall information security protection. We reviewed information security matters (e.g., network architecture design logic and regional network allocation) and used the judgments of professionals to provide recommendations for improving information security and effectively reduce information security risks. CAL regularly commissions external third parties to conduct penetration tests every year. The main target is the information system that the CAL provides external services. The penetration tests were completed in October and December 2025, which includes information probing and error handling tests for meeting the requirements in the TOP 20 Critical Security Controls of the SANS Institute, the OWASP Top Ten Vulnerabilities announced by the Open Web Application Security Project (OWASP) and other standards for tests. The operations included preliminary tests and repeated tests to confirm that the vulnerabilities have been addressed.
Since its establishment in 2022, the Information Security and Personal Data Management Division has focused on strengthening information security. CAL obtained ISO 27001:2022 certification for its core passenger transport systems in 2022 and completed the annual re-audit in October 2025. CAL also achieved Payment Card Industry Data Security Standard (PCI DSS) compliance certification issued by external security Qualified Security Assessors (QSA) in November 2024, ensuring secure credit card transactions and regulatory compliance.
In response to growing cybersecurity challenges, proactive monitoring and protection mechanisms were implemented. In 2025, no cybersecurity incidents resulted in regulatory penalties, and systems remained virus-free, stable, and fully operational.

Food Safety

CAL prioritizes in-flight food safety to protect passenger health. Catering providers must comply with international food safety and hygiene standards and operate comprehensive safety management systems. All processes—from sourcing and preparation to storage and transport—are strictly temperature-controlled and meet hygiene standards. Incoming ingredients undergo lab testing and microbiological sampling. CAL also conducts random audits, requiring corrective action or imposing penalties for non-compliance. Internally, all staff receive HACCP and related food safety training to ensure consistent implementation of food safety principles and maintain meal quality.

Onboard Drinking Water Safety

The quality of potable water is an important part of a premium customer's experience. The quality of potable water is strictly controlled by our industry-leading In-flight Potable Water Management Procedures, which are stricter than environmental regulations and bottling facility sanitation regulations.

The safety of potable water is included in the preliminaries of new destinations
We have rigorous safety standards for our drinking water suppliers. Every year, audits are performed to ensure compliance
CAL conducts safety audits on potable water at outstations
CAL implements a maintenance plan for potable water facilities according to the manufacturer manual

Touching Every Moment

In alignment with the “Brand Awareness” pillar of our sustainability strategy, the core of the CAL brand is rooted in “Empathy from the Passenger’s Perspective.” This ensures that resources are precisely allocated to key areas that create passenger resonance and brand premium, elevating products and services from “compliance standards” to “touching every moment.” Our goal is to fulfill our service commitments through concrete actions and enhance customer experience. From in-flight Wi-Fi and audiovisual entertainment to gourmet dining, we continuously refine every detail of the service experience. Specifically, the Fantasy Sky Wireless In-flight Entertainment system has been introduced on the 737-800 and A330-300 fleets, allowing passengers to enjoy streaming movies, TV, and music on their personal electronic devices. Furthermore, in-flight Wi-Fi is now available across all routes and cabin classes for our three major aircraft types—777, A350, and A321neo—providing unlimited web browsing or text messaging to achieve a seamless in-flight connectivity experience.

Consistency Across Fleet Products and Enhancement of Cabin Product Competitiveness

Passengers are able to connect their personal electronic devices to the onboard In-Flight Wireless Entertainment system on A330-300, 737-800 and A321neo (32C) aircraft, enabling them to enjoy multimedia streaming services while airborne.
To enhance cross-fleet product consistency and the competitiveness of its cabin products, China Airlines has initiated an upgrade of the A350-900 cabin facilities. The suite of upgrades covering seating in all classes, along with personal In-Flight Entertainment system, will enhance the competitiveness of China Airlines through a more comfortable traveler experience and high-quality service.

In addition to providing an audio-visual feast, CAL also works to create memorable gustatory experiences. Passengers are able to enjoy on different routes, co-branded signature menus developed with Michelin-starred restaurants and well-known brands, as well as exclusively developed, in-flight-only specialty desserts and beverages. CAL also partners with a internationally renowned anime IP (Intellectual Property) to introduce novel creative touches, using special aircraft liveries and specially designed onboard amenities to create a unique in flight journey for every passenger, continuously fulfilling CAL’s mission of “Creating more wonderful moments through flying.”

Development of AI Application Services

Since 2023, CAL has promoted AI applications through the 3E phases—Explore, Empower, and Enrich. With technological innovation as its core pillar, CAL has advanced digitization, intelligentization, and cloudification. AI applications now encompass key areas including operations, administration, customer service, flight operations, and cargo, continuously enhancing internal operational efficiency and the passenger service experience.

Internal operations: Optimized internal process efficiency and cultivated employees' AI literacy

Internal AI Assistants

The Company progressively launched AI assistants for HR, IT, ground services, and flight operations, enabling employees to quickly retrieve operational information, reduce repetitive tasks, and focus on higher-value professional work.

Using generative AI to create CAL’s virtual human persona

Generative AI was used to render chibi-style virtual characters into realistic human avatars for internal communication and interactive dialogue. The Company will continue developing the CI Family virtual-world content to enrich its corporate culture and communication experience.

Active promotion of M365 Copilot as an office collaboration tool in daily operations

Through training, expert lectures, short video tutorials, creative competitions, and a digital ambassador program, the Company strengthened employees’ practical capabilities in using AI tools. By integrating Copilot into daily office workflows, individual productivity and team collaboration have been enhanced.

External Services: Promoting innovative applications to optimize passengers' digital experience and service qualit

China Airlines' Pioneering Cargo AI Customer Service Sets New Digital Milestone for Air Logistics in Taiwan

China Airlines has officially launched its all-new Cargo AI Customer Service, becoming the first air cargo operator in Taiwan to introduce smart customer service powered by generative AI and Agentic AI technologies. Providing around-the-clock multilingual support, the system integrates flight information, shipment tracking, and cargo regulations services to enhance operational efficiency and deliver a more convenient and intelligent cargo service experience.

All-new upgrade “AI Customer Service”

CAL was the first domestic carrier to fully upgrade its online customer-service experience with generative AI. The upgraded AI customer service supports multiple languages and features semantic understanding, dynamic query capabilities, computational reasoning, and itinerary recommendations. The dialogue interface also clearly indicates that responses are generated by AI, thereby enhancing service transparency and safeguarding users’ right to be informed.

"AI Bidirectional Translation" passenger Service

In October 2025, CAL introduced AI bidirectional translation interactive displays at the ticketing counters in Terminals 1 and 2 of Taoyuan International Airport. Supporting real-time bidirectional translation for 32 languages, the system enables seamless and efficient cross-language communication between passengers and service personnel.

CAL Brand Ambassadors

CAL introduced the AI virtual characters Aria and Miles as its brand image ambassadors. Combining intelligent conversational capabilities with interactive photo-taking functions, they made their first appearance at the ITF Taipei International Travel Fair in November 2025 and have since been featured at major travel fairs and new-route inaugurations, demonstrating CAL’s achievements in smart interaction and innovative brand experiences.