ESG at EVA

Customers are the main source of the Company's revenue, enhance customers' trust and satisfaction in the EVA Air brand, increase customer loyalty and create revenue.

Flight Safety / In-flight Catering Management / Personal Information Protection and Cyber Security

Official website Traveling Experience Feedback, phone calls, written feedback, email, branch offices, CP flight report on demand or as needed

https://www.evaair.com/en-global/customer-services/contact-us/ / Responsible Div./ Dept. - Service Management Dept.

• Flight safety is our core value and our commitment to customers. EVA Air formulated “EVA Corporate Safety Policy”. The customers can know more about our efforts and actions through the public platform.
• Airline catering food safety management complies with the hygiene standards assessment form for airline catering set by IFSA, as well as HACCP regulations. In addition, we ask our caterers to comply with related regulations, and the quarterly defect-free meal rate was calculated based on meal irregularity cases reflected by our passengers.
• While providing customer-related services, we are committed to ensuring the protection of customer’s data, privacy and interests. Information on personal data collection, usage, privacy protection, and security statements are clearly stated in the “Privacy Policy” and “Cookies” on EVA Air’s website.

• Net Promoter Score (NPS): 70.16
• Overall Cargo Satisfaction: 4.46
• Awarded the SKYTRAX 5-Star Airline Certification for nine consecutive years
• Top 10 World’s Best Airlines #8th

Employees are important assets of the Company; maintain the operations of the Company and continue to strengthen employee development as well as workplace safety to create a win-win for all parties and achieve sustainable development for the Company.

Flight Safety / Operational Performance / Personal Information Protection and Cyber Security

Quarterly Labor-management Communication Meetings, Multiple unions communication meetings on regular basis, Monthly 1~2 times Cabin Crew Seminars a year, Quarterly committee meeting (Corporate Sustainability, Occupational Safety and Health, Employee Welfare etc.), Monthly departmental meeting, Investigation report on occupational accident as needed, Complaints hotline and mailbox on demand, Occasional reporting of occupational safety and health issues via email

evapsn@evaair.com / Responsible Div./ Dept. - Human Resources Div.

• Instill the safety goal of “zero accidents” into every employee‘s mindset and action. All employees have to receive the “Aviation Safety Basic Training”. Additionally, an annual safety week event will be held.
• Disclose financial condition on relevant platforms such as official website; and convey the company's operating status, direction and major policies through regular meetings to achieve goals jointly, drive revenue, and ensure sustainable development.
• Conduct regular social engineering drills and educational training, periodically disseminate information security news and updates on the Company website, hold annual online education and training course for all employees. Additionally, establish reporting procedures for information security events, ensuring that employees promptly follow these procedures when they become aware of any such events.

• Introduced the ISO 45001 and TOSHMS standards.
• Occupational Safety and Health Promotion: 12 issues/month
• Safety and Health Information Sharing: 10 articles Total numb
• Total number of communication meetings with various unions: 29 meetings

As the Company's competent authorities, they have a certain level of influence and supervisory responsibility over the overall operational policies.

Flight Safety / Personal Information Protection and Cyber / Operational Performance

Meeting, official documents, phone calls, audit, related business websites, participation in initiatives and seminars on demand or as needed

Each department/division takes the initiative to communicate with pertinent government officials.

• Continually operates in accordance with regulatory requirements, and actively improve the safety management structure.
• Obtain third-party verification of ISO 27001:2013 Information Security Management System, ensuring the effective operation of the Information Security Management System, and extending the scope of verification to include areas such as flight safety, aviation security, and privacy protection, while also maintaining compliance with laws, addressing stakeholder concerns, and ensuring business continuity.
• Summarize major business project on annual report and provide important financial and business information for investors’ reference.

• Participate in meeting and project held by international organization.
• Result of Corporate Governance Evaluation: ranked within the top 6%~20% among all listed companies.

As the Company’s important business partners, they are responsible for selling flight tickets and provide services regarding travel, reservation, and ticketing to create revenue jointly

Flight Safety / Personal Information Protection and Cyber Security / In-flight Catering Management

Phone call, visit in person, travel agency conference, letter, E-mail on demand or as needed

menghsuanwu@evaair.com / Responsible Div./ Dept. - Passenger Business Div.

• Flight safety is the company's core value and commitment to passengers. Through public communication channels, passengers can instantly understand our efforts and actions.
• Airline catering food safety management complies with the hygiene standards assessment form for airline catering set by IFSA, as well as HACCP regulations. We ask our caterers to comply with related regulations, such as supplier management, personnel hygiene, staff training, pest control, cleanliness and environmental hygiene.
• EVA Air abides by the operating locations’ relevant personal privacy protection regulations in regard to the collection, processing and use of customer information. Develop information security policies to effectively manage network, IT systems, and data security, and mitigate the risks of hacking and information breaches.

• Taiwan passenger revenue: TWD 54 billion
• Optimize B2B system to improve efficiency. Also, to align with the Company’s ESG goals, complete automatic check-in functions for group passengers; continue improving online check-in rates and adoption of electronic boarding passes.

As the Company’s important business partners, their strong understanding of the industry and academia is beneficia for EVA Air to optimize organizational strategies and increase exposure.

Flight Safety / In-flight Catering Management / Personal Information Protection and Cyber Security

Telephone counseling, E-mail, press conference as needed

larrylai@evaair.com / Responsible Div./ Dept. - Public Relations Div.

Update information at any time on public platforms such as the official website, ESG website, Market Observation Post System, and social media.
In response to the questions raised by the media, the internally information is collected, organized and publicly announced by the Public Relations Div. to ensure the authenticity of reports’ content and avoid the reputation damage and financial loss of the company due to the spread of wrong information.

• Announced 54 Mandarin and English press releases
• 700 global advertising exposures

They play a key role in corporate governance and operations, holding company shares, having the right to attend shareholders' meetings, and possessing voting rights. This will benefit EVA Air to provide market value and long-term competitiveness.

Flight Safety / Operational Performance / Personal Information Protection and Cyber Security

Shareholders’ meeting once a year, Investor conference at least once a year, Official website on demand, Shareholder hotline & mailbox on demand, Important financial and business information on MOPS (as per the regulations of competent authorities)

https://www.evaair.com/en-global/about-eva-air/investor-relations/contacts-information/ / Responsible Div./ Dept. - Corporate Governance Dept./ Finance Div.

• “Safety, Service, and Sustainability” are the core operational value of EVA Air. We continually strengthen safety on flight operation and ground operation through operating safety management framework.
• Regularly report on operational status and views on future industry prospects; convey business philosophy and corporate value; summarize major business project on annual report; provide important financial and business information for investors’ reference.
• The Company has established the “Risk Management Policy and Procedures”, carried out risk identification, assessment, management, and disclosure for the risks that may be faced during business operation in terms of the economy (including corporate governance), environment, society, and other aspects in accordance with the principle of materiality, and report the operational status to the Board of Directors on a regular basis.
• EVA Air has been committed to establishing information security management system (ISMS) and enforcing compliance with rules and regulations. We set up a dedicated department to manage and monitor ISMS and personal information protection, and set up "Information Security and Privacy Protection Committee" to implement the norms in all business areas. The CISO is responsible for the promotion of information security policies and report to the Board of Directors on a regular basis.

• Shareholders’ meeting in May 2024.
• Investor conference in May and November 2024.
• Announced 35 and 28 pieces of material information in Chinese and English languages, respectively.

They are important business partners who provide the products and services needed by EVA Air. They contribute to maintaining the service quality, brand reputation, and image of EVA Air.

Business Integrity and Ethics / Personal Information Protection and Cyber Security / Customer Relationship and Service Innovation

Supplier conference once a year, Phone call, E-mail, Visits, On-site audit as needed

https://ctas.evaair.com/smasb2b/default.aspx / Responsible Div./ Dept. - Cabin Service Div.

• EVA Air formulated the Supplier Code of Conduct (SCoC), requiring suppliers to follow relevant norms on confidentiality obligations and information security.
• In order to understand and grasp the sustainability status of the overall supply chain, we have formulated the SAQ according to the procurement procedure manual. Based on the SAQ results, potentially high risk suppliers and critical suppliers are audited and counseled to ensure that the risks can be effectively controlled and reduced.
• We formulated information security policies, and required that all business partners and their employees follow both the policies and their related management mechanisms. We have also published information security and privacy protection policies on the corporate website, as a demonstration of the Company’s pledge to ensure information security and protect personal data.
• We value opinions and feedback from customers, suppliers, and other stakeholders, and provide diverse channels by which they can submit feedback. We embrace innovation and pay close attention to every detail, always striving to offer a better, wider array of aviation services.

• Held in-person’s supplier conference in September 2024
• The communication rate of Supplier Code of Conduct: Tier 1 suppliers: 100% / Critical suppliers: 100%
• Response rate of SAQ: Tier 1 suppliers: 100% / Critical suppliers: 100%