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.

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.

2021

The safety training activities in 2021 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.

2020

Our safety events in 2020 were based on the themes of "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.

2019

Following the event theme in 2018, namely, Safety Identification, Participation, Management, and Implementation, our safety events in 2019 were mainly aimed at enabling 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 took the initiative in organizing three international seminars on flight safety and also co-organized the 72^ndInternational Air Safety Summit in 2019.

2018

Enhanced employees' awareness of flight safety through a series of safety events featuring safety identification, participation, management, and implementation; encouraged employees' participation in preventive management of potential risks, and incorporated safety policies into each operation.

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. The key points of the 2024 implementation are as follows:

Typhoon Response Meeting Drill: In preparation for the typhoon season, we understood this year's typhoon trends and created a simulated typhoon track through the drill process. We formulated contingency plans for System Operation Control Division and aircraft evacuation plans, and promoted relevant safety concepts and operation safety during typhoon to colleagues.
On-time Rate Review Meeting: To effectively improve flight on-time rate, meet passenger expectations, and ensure smooth outbound operations of flights with reduced delays, the Company conducts review on flight on-time rate every quarter, analyzing and evaluating the operation time of each unit.

Looking ahead to 2025, the year marks a period of innovation, challenges, and new opportunities. As the global aviation industry continues to emerge from the shadow of the pandemic, 2025 will be a pivotal year. Airlines, airport operators, and related sectors are expected to enhance both software and hardware capabilities driven by advancements in artificial intelligence (AI). The ability of airports and airlines to leverage AI technologies for flight scheduling, baggage tracking, and airport security screening to improve operational efficiency and reduce delays represents a promising trend in operational development.

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 Maintenance Division holds aircraft maintenance organization certifications from 11 countries and regions, including the European Union and the United States, and plans to obtain certification from the CAA of Macau in 2025. As the largest and most modern airframe maintenance center in Taiwan, the facility features hangars capable of accommodating simultaneous maintenance for five wide-body aircraft, as well as an engine test cell rated for thrust levels up to 120,000 pounds—supporting advanced maintenance for a wide range of aircraft types.
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 321 training courses have been offered, and 3,324 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 May 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). 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 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."