E
Environmental Sustainability
S
Social Prosperity
G
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)


Safety Policy & Objectives SMS Documentation Coordination of Emergency Response Planning Appointment of Key Safety Personnel Safety Accountability and Responsibilities Management Commitment Safety Risk Management Safety Risk Assessment and Mitigation Hazard Identification Safety Promotion Safety Communication Training and Education Safety Assurance Continuous Improvement of the SMS The Management of Change Safety Performance Monitoring and Measurement 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.


2024

The safety training activities in 2024 continued the essence of safety management for "safety identification, active implementation, participation, and continuous improvement." We aimed to enable all employees to act safely through experiential learning and positive motivation together reinforcing the safety culture in CAL and achieve the highest flight safety standards. CAL actively promotes safety externally, and organized a seminar on the risks of geopolitical conflicts to aviation security and co-hosted an international summit on flight safety management in 2024.

2023

The safety training activities in 2023 continued the essence of safety management for "safety identification, active implementation, participation, and continuous improvement." We aimed to enable all employees to act safely through experiential learning and positive motivation together reinforcing the safety culture in CAL and achieve the highest flight safety standards. CAL actively promotes safety externally, and organized the 2023 Aviation Security Risk Management Seminar.

2022

To ensure flight safety, CAL organizes educational and entertaining safety events every year to instill the significance of safety among all employees and constantly enhance their awareness of flight safety. The safety training activities in 2022 continued the essence of safety management for “safety identification, active implementation, participation, and continuous improvement”. We aimed to enable all employees to act safely through experiential learning and positive motivation together reinforcing the safety culture in CAL and achieve the highest flight safety standards. CAL actively promotes safety with external entities. We organized the 2022 International Ground Safety Seminar and co-organized the 2022 Aviation SMS Summit and 2022 Flight Operations and Safety Seminar with CAA.

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 2024, the Net Promoter Score (NPS) reached 72.5, exceeding the target value and representing an improvement over 2023. Looking ahead to 2025, we have raised our NPS target from 62 in 2024 to 69, reflecting passengers' recognition of and expectations for China Airlines.

Customer Satisfaction

Customer Satisfaction Category 2021 2022 2023 2024 2024
Objectives		 2024
Attainment		 2025
Objectives
Passenger Net Promoter Score (NPS) 74.5 65.7 62.7 72.5 62 100% 69
Cargo Service Customer Satisfaction (point) 88.3 89.5 91.6 89.8 88.5 100% 89
Maintenance and Repairs Customer Satisfaction (point) 8.57 8.24 8.8 9.0 8.4 100% 8.4(Note 1)

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.

CHINA AIRLINES Information Security Policy

Personal Data and Privacy Protection

  • 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 2024, 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.
  • CAL provides regular training to promote personal data protection and codes of conduct among all staff. Specialized lectures are held for senior management, expatriates, and internal auditors based on their roles. Additionally, quarterly e-newsletters share real-case studies, regulatory updates, and key management highlights to raise awareness.

Information (Cyber) Security Management

  • 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 Director Chien-Hung Wei, an expert in Intelligent Transportation Systems (ITS) and AI, provides independent and timely oversight to support information security.
  • CAL completed the annual information security inspections in October and November 2024 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 December 2024, 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 March 2022, the Information Security and Personal Data Management Division has focused on strengthening information security. CAL obtained ISO 27001:2013 certification for its core passenger transport systems in October 2022 and completed the annual re-audit in October 2023. 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 2024, no cybersecurity incidents resulted in regulatory penalties, and systems remained virus-free, stable, and fully operational.

Personal Data Accident Contingency Flow

Notification Flowchart

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

In alignment with the "Brand Awareness" pillar of its sustainability strategy, CAL actively embraces innovative thinking to resonate with the younger generation. CAL has initiated a comprehensive upgrade of its digital experience:

  • Launching premium in-flight entertainment enhancements, including a new high-quality Podcast service and upgraded movie resolutions. Through its digital publication platform, Dynasty Sky Reading, passengers across all cabin classes enjoy unlimited downloads of hundreds of magazines.
  • Passengers aboard A321neo and 737-800 aircraft can connect their personal electronic devices to the in-flight entertainment system, enabling high-altitude access to multimedia streaming services. Beyond audiovisual indulgence, CAL is equally dedicated to elevating the culinary experience.
  • In order to continuously provide passengers with a high-quality travel experience and enhance the competitiveness of its cabin products, China Airlines has initiated an upgrade of the A350-900 cabin facilities. The upgrade will include the installation of the latest generation of cabin seating, along with a new high-definition personal in-flight entertainment system. In line with the latest industry trends, the airline will also feature highly customized cabin configurations with advanced specifications.
    More than just an audiovisual feast, China Airlines also crafts unforgettable moments for the taste buds. Depending on the route, passengers can savor exquisite dishes curated by Michelin Guide-recommended restaurants, artisanal desserts, as well as exclusive, co-branded in-flight delicacies and beverages. These innovative in-flight meals—developed in collaboration with popular healing-themed anime IPs and BLAH BLAH Bar X SUNMAI—offer a unique and delightful journey for both children and adults at thousand feet. To further enrich the inflight experience, CAL unveiled a new concept amenity kit in collaboration with MOSCHINO, setting a new benchmark in aviation fashion and adding a touch of style to every journey. Moreover, the airline's new brand image campaign, to be launched by the end of 2024, will feature witty and engaging taglines, transforming the simple act of traveling between two points into a joyful and memorable curve of smiles—continuing to fulfill China Airlines’ mission: "Create more wonderful moments through flying."