Canada Accessibility Plan & Feedback Process

1 General

Condor is a large foreign air carrier operating flights to and from Canada as part of its global route network. We are committed to providing safe, reliable, and inclusive air transportation services and continuously improving accessibility across our operations. 

We are subject to Parts 1 and 2 of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR). These regulations establish requirements relating to accessible transportation, including communication, training, services, self-service technologies, and accessible equipment and aircraft.

Condor is committed to providing an inclusive and accessible travel experience for all passengers. We strive to ensure that persons with disabilities are treated with dignity, are able to travel independently whenever possible, and have equitable access to our services throughout their journey.

Accessibility is an ongoing priority for Condor and forms an important part of our customer service, operational processes, digital development, and employee training activities. Through continuous improvement, consultation, and collaboration with persons with disabilities, industry partners, and accessibility organizations, Condor works to identify, remove, and prevent barriers to accessibility across our operations.

This Accessibility Plan outlines Condor’s ongoing commitments, actions, and priorities to improve accessibility and support barrier-free air travel for persons with disabilities.

1.1 Feedback

Condor welcomes feedback from passengers, employees, stakeholders, and members of the public about accessibility, including this Accessibility Plan, our Progress Reports, and the accessibility feedback process itself. Your feedback helps us identify barriers and improve the accessibility of our services.

Feedback may be submitted through our online contact form or using the following options:

• Mail
  Manager Product Delivery & Global Standards, Ground Operations
  Condor Flugdienst GmbH
  Edmund-Rumpler-Straße 3
  60549 Frankfurt am Main
  Germany
• Email: PWD-feedback@condor.com
• Telephone: +1 866 9607915 or +49 6171 6988920 – both numbers are available 24/7

Condor will acknowledge all accessibility feedback that includes contact information, in accordance with applicable regulatory requirements.

1.2 Alternate Formats

The contact methods listed above may also be used to request copies of this Accessibility Plan, Progress Reports, or descriptions of Condor’s accessibility feedback process in alternate formats.

2 Employment

At Condor we are dedicated to building an inclusive, respectful, and accessible environment for every employee and applicant, including those with disabilities.

Equal opportunity and fair treatment guide everything we do - including recruitment, training, advancement, and daily operations. We strictly prohibit discrimination and ensure a workplace where everyone is treated with absolute dignity.

Condor has an employee representative body for persons with severe disabilities (Schwerbehindertenvertretung) as well as a designated Inclusion Officer (Inklusionsbeauftragter) who support accessibility, inclusion, and the consideration of disability-related matters within the workplace.

We embed accessibility awareness into our core training programs, with a special focus on our customer-facing and operational teams. This training ensures our staff understands accessibility-related needs, practices respectful communication, and provides appropriate assistance.

Identifying and removing barriers is a priority at Condor, and we are constantly evolving to improve accessibility and inclusion across all operations.

3 Information and Communication Technology (ICT)

Condor is continuously taking active steps to ensure that our information and communication technology is accessible to all, demonstrating our commitment to barrier-free access. In the last year we have taken the following actions:

• The new website has been launched in some markets already, with a planned launch for the Canadian market in August 2026. The website uses the international guidelines for digital accessibility called Web Content Accessibility Guidelines (WCAG), in the version 2.2 AA to ensure a barrier-free interaction. We created an internal wiki with over 60 pages full of knowledge, focusing on guidelines and checklists for:
  • General introduction to accessibility
  • Accessibility process
  • Design
  • Development
  • React Native
  • Manual and Automated Testing for Quality Assurance
  • Document creation in Word and PDF
  • Social Media
  • Video and Audio Creation
  • Customer Support
  • Accessibility Acceptance Criteria
• Launched an internal dashboard to track accessibility-related tickets, making Condor’s progress transparent inside the product teams.
• Resolved 182 accessibility-related issues while continuing remediation activities for identified accessibility improvements across digital platforms.
• The accessibility-first product cycle was further refined, including retros with the teams to give them additional support.
• Launched the second accessibility status survey, asking employees to rate their awareness, confidence, and usage of accessibility.
• Hosted additional training sessions for business analysts, product owners, and testers.
• Made our web-based component library, our marketing and functional emails accessible for our end-customers.
• Updated Condor’s terms and condition PDF in German and English according to the international accessibility and PDF standards.
• Created step-by-step video recordings on how to make a PDF accessible for our legal department.
• Started an initial report for the Accessibility Maturity Model to track how mature Condor is in considering accessibility in areas like Internal Communications, External Communications, Marketing and so on.
• Committed and updated our social media process to always include descriptive alternative text.
• Condor has started creating checklists and guidance for employees that are procuring information technology.
• Initiating accessibility training as part of the employee onboarding process.

In the next years, Condor plans to:

• Launch all previous functionalities of the old platform on the new platform in all markets.
• Re-built forms in a digital format that were previously inaccessible PDFs to offer the most flexibility for assistive technology users.
• Create required onboarding videos for accessibility awareness and responsibilities per role.
• Create key performance indicators for accessibility success that are then regularly measured.
• Regularly update the accessibility statements in accordance to the progress.
• Integrating accessibility quality gates in the development pipeline of all teams so issues can be found earlier.
• Further improve the experience based on user feedback.

3.1 Mobile Application Accessibility

Condor strives to continuously improving the usability of its mobile applications to ensure that all passengers can interact with the app independently and without barriers. Accessibility has become an integral part of the mobile product development process and is being expanded further as part of Condor’s long-term accessibility strategy.

3.1.1 Current Accessibility Measures

We are in the process of integrating accessibility features into the mobile application, including support for screen readers such as Apple VoiceOver and Android TalkBack. Initial accessible user flows have been implemented, allowing users with visual impairments to navigate and interact with selected app functionalities using assistive technologies.

Accessibility requirements are increasingly being considered during design, development, and testing activities for the mobile application. This includes collaboration between product owners, designers, developers, business analysts, and testers to identify and resolve accessibility barriers early in the product lifecycle.

In addition, Condor continues to improve internal accessibility awareness by providing training, documentation, and guidance that also supports mobile application development.

3.1.2 Three-Year Accessibility Plan for the Mobile Application

Over the next three years, Condor will continue expanding accessibility support across the entire mobile application experience.

A key objective is the gradual replacement of existing web-based flows within the mobile app with fully native mobile experiences. Native implementations provide significantly better support for accessibility technologies and allow users to navigate the application more consistently and efficiently using screen readers and mobile accessibility features.

Condor also plans to extend Apple VoiceOver and Android TalkBack compatibility to all major app functionalities. Accessibility support will be continuously improved and rolled out incrementally to ensure that users relying on assistive technologies can independently access booking, check-in, travel management, and other essential services.

Another important focus area is support for scalable text and larger font sizes. While the application currently allows font scaling to a certain extent, some user interface elements may not yet fully adapt to larger accessibility text settings. As part of an ongoing redesign of the mobile component system, Condor is working on responsive and accessible components that will support dynamic font scaling without negatively affecting usability or layout stability.

Through these initiatives, Condor aims to create an even more inclusive and accessible mobile experience that aligns with recognized accessibility standards and continuously improves usability for all passengers.

4 Communication other than ICT

Ensuring that all employees and service partners who interact with passengers communicate in a manner that is informed, respectful, inclusive, and accessible to persons with disabilities remains a commitment to Condor.

Accessibility-related communication training continues to form part of the training material provided to employees and ground service providers. This includes guidance on Special Assistance services, communication and behavior, and appropriate support during check-in, boarding, and other passenger interactions.

Topics of focus:

• The nature of a person’s disability.
• The use of assistive devices to support hearing, vision, mobility, or communication.
• Methods of communication that may assist the passenger, such as sign language, augmentative or alternative communication systems, or clear and concise language.
• The passenger’s preferred method of communication and assistance.
• The identification of accessibility-related needs and the services offered by Condor.
• How to describe available accessibility services and any related conditions upon request.

Condor continues to improve communication accessibility throughout the passenger journey. For boarding processes, clear visual monitor displays have been used for several years to support passengers through the boarding process using simplified visual guidance and pictograms.

Since April 2026, digital gate announcements have been introduced and can be used at boarding gates where operationally feasible and applicable. They provide more consistent and understandable passenger communication compared to manual announcements and are intended to improve accessibility and clarity for all passengers, including persons with hearing or cognitive disabilities.

Quality monitoring activities for Service Center inquiries were introduced in 2025 and are planned to be further expanded as part of Condor’s three-year accessibility improvement efforts.

Within the next year, Condor plans to create and publish an internal knowledge base article for Service Center employees that will provide additional guidance on communication and assistance for persons with disabilities, including awareness of accessibility-related needs and appropriate support practices.

Over the next two years, we are preparing to introduce enhanced accessibility training through its internal learning platform for ground service providers. The training will place additional focus on passengers with reduced mobility (PRM), hidden disabilities, respectful communication practices, and awareness initiatives such as the Sunflower program.

5 Procurement of Goods, Services and Facilities

Condor recognizes the importance of procurement in helping to identify, remove, and prevent barriers for persons with disabilities. Accessibility considerations continue to be integrated into procurement-related processes where applicable, particularly for goods, services, technologies, and operational solutions that may directly impact the passenger experience.

Accessibility requirements are considered at an early stage of procurement activities in order to support inclusive and accessible services from the outset and reduce the need for future remediation measures.

To support these efforts, Condor continuously works on the development of internal accessibility guidance and checklists for the procurement of information technology and digital services. Accessibility-related considerations are increasingly being incorporated into project evaluation and implementation processes.

Where appropriate, Condor also seeks to incorporate applicable accessibility and regulatory requirements into agreements with service providers and operational partners.

In addition, Condor’s Code of Ethics and Conduct for Business Partners establishes expectations relating to ethical business practices, human rights, social responsibility, and compliance standards for suppliers and business partners. These principles support Condor’s broader commitment to responsible and inclusive operations across its supply chain and procurement-related activities.

6 Design and Delivery of Programs and Services

In line with our commitment to ensure barrier-free access to air transportation service, Condor has implemented processes to ensure that all persons regardless of their disability:

• are treated with dignity
• have the same opportunity to make for themselves the lives that they are able and wish to have
• have barrier-free access to full and equal participation in society

To accomplish this, training is provided for all staff involved and connected with passenger experience. This includes our call center, customer service, ground service providers, crew, and ramp staff.

We have a clear process and guidelines in place for customer service agents when replying to accessibility requests.

All new agents hired by the call center and airport teams are receiving required training on special assistance.

Condor’s new website has been launched in some markets providing an accessible experience according to the Web Content Accessibility Guidelines (WCAG), in the version 2.2 AA – further markets will follow this year. The Canadian market is scheduled for August 2026.

7 Transportation

We continue to work closely with airport operators and ground service providers to support accessible transportation services and assistance for passengers with disabilities throughout their journey.

Condor currently operates flights from Frankfurt Airport (FRA) to three Canadian airports, which all provide accessibility services and accommodations for passengers with disabilities:

• Frankfurt https://www.frankfurt-airport.com/en/travel-planning/special-needs.html
• Calgary https://www.yyc.com/en-us/accessibility
• Toronto https://www.torontopearson.com/en/accessibility
• Vancouver https://www.yvr.ca/en/passengers/navigate-yvr/accessibility-at-yvr

Passengers are encouraged to consult the respective airport websites for detailed information regarding available accessibility services, facilities, and transportation support.

Frankfurt Airport (FRA) serves as Condor’s primary long-haul hub, including operations between Germany and Canada, and therefore represents an important location for passengers with reduced mobility (PRM) travelling to and from Canada.

In preparation for Condor’s planned move to the new Terminal 3 at Frankfurt Airport in summer 2027, we intend to further review and analyze existing PRM-related processes at FRA in cooperation with operational partners and service providers. The objective of this review is to identify opportunities for improvement and, where feasible, incorporate accessibility enhancements into future operational processes connected with the new terminal environment.

In addition, new Common Use Self Service (CUSS) kiosks are planned for Terminal 3 together with updated software solutions intended to improve accessibility and simplify the check-in process. Planned enhancements include the ability for passengers to initiate check-in by scanning their passport directly, reducing the need to manually search for and enter booking information. These improvements are intended to support a more accessible and user-friendly experience for all passengers, including persons with disabilities.

8 The Built Environment

Condor still exclusively operates flights to and from Canada with the new Airbus A330-900 fleet.

Beyond individual aircraft accessibility features, Condor continues to focus on improving accessibility consistency across the passenger journey and network experience.

Passengers travelling from long-haul destinations, including connections from Canada operated on modern Airbus A330-900 aircraft, increasingly benefit from a more aligned and consistent onboard accessibility experience when continuing their journey on Condor’s short- and medium-haul network operated with Airbus A320neo and A321neo aircraft.

As part of Condor’s ongoing fleet modernization program, the introduction of additional Airbus A320neo and A321neo aircraft contributes to a more harmonized accessibility experience across the travel journey for passengers with reduced mobility (PRM).

Compared with previous-generation aircraft, the new A320neo and A321neo provide several incremental improvements that further support accessibility for passengers with reduced mobility.

Key improvements include:

• Onboard accessible lavatory:
  The A320neo/A321neo aircraft are equipped with a dedicated, accessibility-friendly “comfort lavatory” located in the front section of the cabin, designed to better accommodate passengers with reduced mobility.
• Increased overhead storage capacity:
  The introduction of larger overhead bins (“XL bins”) provides additional space for personal belongings, including small mobility aids or assistive equipment, helping to reduce handling effort during boarding and inflight.
• Improved cabin environment:
  Enhanced cabin lighting (“mood lighting”) contributes to a more comfortable and supportive onboard environment, which may assist passengers with visual or cognitive impairments in orientation within the cabin.
• Optimized cabin layout and seating environment:
  The updated cabin configuration offers a modernized seating layout with comparable or slightly improved seat pitch, supporting overall passenger comfort, including for passengers requiring additional space or assistance.

Condor also works to maintain accessibility standards across partner airline operated services. In line with Condor-operated flights, onboard wheelchairs are made available on applicable ACMI-operated flights to support passengers with reduced mobility during the flight.

Overall, these measures support a more consistent and accessible passenger experience throughout the Condor network. While the A320neo and A321neo aircraft provide important accessibility improvements compared to previous aircraft types, Condor continues to evaluate opportunities to further enhance accessibility and passenger comfort across its fleet where operationally feasible.

9 Provisions of CTA Accessibility Related Regulations

As a large foreign air carrier operating flights to and from Canada, Condor is subject to Parts 1 and 2 of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) for all applicable flights and related services.

These regulations address accessibility requirements relating to communication, training, services, self-service technologies, and accessible transportation equipment for persons with disabilities.

Condor is continuously reviewing and dedicated to improve its policies, procedures, training, and operational practices in support of accessible air transportation and applicable CTA accessibility-related regulatory requirements.

10 Consultations

We see an immense value in consulting persons with disabilities and disability advocacy organizations in the development and continuous improvement of accessibility-related policies, programs, services, and operational processes.

As part of our continued efforts and the preparation of this Accessibility Plan, Condor participates in the PRM Dialogue organized by the Bundesverband der Deutschen Luftverkehrswirtschaft (BDL). This year’s meeting took place on April 29, 2026, in Berlin.

The PRM Dialogue brings together representatives of passengers with reduced mobility (PRM), disability organizations, airlines, airports, government authorities, and industry stakeholders to discuss accessibility-related topics within air transportation.

Participants included representatives from organizations and stakeholders such as:

• European Disability Forum (EDF)
• Deutscher Behindertenrat (DBR)
• Bundesarbeitsgemeinschaft der Senioren-Organisationen (BAGSO)
• airlines and airport operators
• the German Federal Ministry for Transport
• the German Civil Aviation Authority (Luftfahrt-Bundesamt)
• accessibility and passenger rights representatives

The consultation took place through in-person presentations, group discussions, operational exchanges, and collaborative dialogue between participants with lived experience and industry representatives.

Topics discussed during the PRM Dialogue included:

• barriers experienced by persons with disabilities during air travel
• transparency and accessibility of passenger information
• handling and transportation of mobility aids
• assistance dog certification challenges
• accessibility of airport communication systems
• autonomous wheelchair trials at airports
• accessible cabin design developments
• hidden disabilities and accessibility awareness
• accessibility of self-service technologies and terminals
• training and awareness for operational and travel agency personnel

The discussions highlighted the importance of clear passenger communication, accessible technologies, operational reliability, and continuous accessibility awareness training throughout the passenger journey.

Feedback and insights gathered through these consultations contributed to several initiatives and priorities reflected in this Accessibility Plan, including:

• enhanced accessibility-related training initiatives for ground service providers
• continued improvements to digital and operational communication processes
• increased focus on hidden disabilities awareness and the Sunflower initiative
• ongoing accessibility improvements for self-service technologies
• continued evaluation of PRM-related operational processes
• accessibility considerations in future terminal and passenger service developments

In addition to the PRM Dialogue, Condor also continues to consider feedback received through passenger interactions, accessibility-related inquiries, usability testing activities, and ongoing collaboration with accessibility specialists and operational partners.

We maintain our dedication to ongoing consultation and continuous improvement in order to support a more accessible and inclusive travel experience for persons with disabilities.

The accessibility related dialogue and industry exchange has high priority. To put this into practice Condor will participate in the 9th tri-national (Germany/Austria/Switzerland) informative meeting on Regulations (EC) 261/2004 and 1107/2006, in Vienna. The meeting is organized in cooperation with the competent aviation authorities of the respective countries and focuses on topics related to passenger rights and accessibility for persons with disabilities.

As part of its ongoing accessibility efforts, Condor continues to strengthen internal consultation activities by engaging with the company’s employee representative body for persons with severe disabilities (Schwerbehindertenvertretung).

Over the next three years, Condor intends to establish recurring exchanges to discuss accessibility-related topics, workplace inclusion, operational barriers, and opportunities for improvement from the perspective of employees with disabilities.

11 Feedback Information

Condor is continuously focused on consulting persons with disabilities, advocacy groups and organizations, and gathering feedback from employees and other stakeholders

11.1 Usability Testing Sessions

Through recent usability testing sessions involving persons with disabilities for both the Condor website and mobile application, we gained valuable insights into opportunities for improving both digital accessibility and the inclusiveness of its research processes.

The testing highlighted opportunities to further improve the evaluation of recruiting agencies, support users experiencing technical difficulties during testing sessions, and better address limitations associated with recording software. It also reinforced the importance and impact of direct user feedback and lived experiences in identifying accessibility barriers and supporting stakeholder awareness.

As a result, Condor created an internal guideline for inclusive research practices, which will continue to be expanded and refined over time.

The usability testing covered selected parts of the redesigned website and mobile application with a limited set of functionalities. The results showed that the website generally performed well for users relying on customized color and font settings, and that descriptive alternative text contributed positively to the user experience. At the same time, the testing identified additional improvement opportunities related to screen reader compatibility and keyboard navigation.

For the mobile application, testing confirmed that the app was generally navigable using assistive technologies, while also identifying areas for improvement related to clarity, consistency, and font scalability. Findings from the testing sessions were prioritized and categorized into required improvements and future enhancements.

Since the testing activities were completed, Condor has resolved many identified website accessibility issues related to assistive technology navigation and continues to improve accessibility support within the mobile application as new functionalities are introduced.

Condor recently transitioned to the UserTesting platform to further improve accessibility-related usability testing and facilitate the recruitment of participants with disabilities. Over the next few years, Condor plans to continue conducting regular accessibility usability testing sessions, including evaluations of the new seat map concept, ancillary booking processes, and the special assistance request flow within the booking journey.

11.2  Customer Feedback

Condor values feedback received through its accessibility feedback channels as an important source for identifying barriers and improving accessibility throughout the passenger journey.

During the last year, Condor received a total of 14 accessibility-related feedback submissions. Nine submissions were received through Condor’s online accessibility contact form, while the remaining five were submitted via email.

Two submissions related to pre-flight accessibility inquiries, including questions regarding wheelchair support and travel with a support person. The remaining feedback related primarily to post-flight experiences, including issues involving mobility assistance services, handling of mobility aids, boarding processes, seating situations, and accessibility-related operational challenges.

The majority of the feedback concerned the non-delivery or insufficient provision of pre-arranged mobility assistance services at airports, including missing wheelchair assistance during boarding, disembarkation, or transfers.

All accessibility-related feedback submissions were reviewed and forwarded to the responsible Customer Relations, Special Assistance, operational, or service partner teams for investigation, response, follow-up and improvement where applicable.

Feedback received through Condor’s accessibility feedback process contributed to ongoing reviews and accessibility improvement initiatives relating to mobility assistance coordination, operational communication, accessibility awareness training, and PRM-related processes.

 

Condor’s Canada Accessibility Plan & Feedback Process 2023-2025

Condor’s Canada Accessibility Plan & Feedback Process – Progress Report 2024

Condor’s Canada Accessibility Plan & Feedback Process – Progress Report 2025 – Amended