Biman Bangladesh Airlines is under commitment to implement its accessibility plan complying with the Accessible Canada Act(ACA) and Accessible Transportation Planning and Reporting Regulations (ATPRR). Biman Ground Service Manual asserts and guides how to handle people having disabilities but to be in line with regulations in Canada with regard to accessibility, Biman Bangladesh Airlines joins with different organizations who deals with different sorts of disabilities to get insight, strengthen commitment and streamline policies. In the year of 2023, Biman Bangladesh Airlines has formally made public its Accessibility Plan 2023-2026 to address the issues and needs of the people having disabilities to make their travel experience with Biman friendlier, easy, hassle-free and comfortable.

Biman Bangladesh Airlines customers may submit their feedback with regard to accessibility arrangements and can requests for a copy of the Feedback Process Accessibility Plan and/or Progress Report in an alternate format. Biman Bangladesh Airlines has developed an alternate format by which customers now can view Accessibility Plan, Progress Report along with Feedback Process description in larger font by clicking on accessibility icon displayed on right hand side of the Accessibility Window of Biman Bangladesh Airlines official website. Customers may also request for a print or large print version of the Accessibility plan, description of Feedback process and/or Progress report by contacting Manager Ground Service by sending post to Biman’s head office address or by direct calling or through sending email or by filling up the Online feed Back form. Detail information is available in Biman’s official webpage in the following link. https://www.biman-airlines.com/accessibility-plan

Feedback Information

Passengers can submit feedback on accessibility via sending post to the mailing address or request via email, phone, or filling out the online form.

• Mailing Address:

  Manager Ground Service, Customer Services Division
  Balaka Bhaban, Biman Head Office
  Kurmitola, Dhaka-1229, Bangladesh

• Phone

  Bangladesh:
  +88 01777715533- Station Manager, Airport Services (24x7)
  +88 01717103675- Deputy Manager, Ground Services (Day Time Only)

  Toronto:
  +1 437 425 2874- Station Manager (Day Time Only)
  +1 416 546 2121- Sales/Reservation (Day Time Only)

• Email

  [email protected]

• Online Feedback:

  You can submit anonymous feedback here.

  Accessiblity Feedback Form

The airline aims to comply with the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA by September 2026. This includes making the website, mobile applications, and other online services more accessible through regular testing and updates based on feedback from users with disabilities. Biman has already created an online Accessibility Feedback Form in their website for submit anonymous feedback.

Biman ensures that passengers with disabilities receive appropriate support from trained personnel. This includes evaluating and exploring ways to support passengers with various disabilities to provide a safe and comfortable travel experience. Initial interactive session with the organizations deals with disabilities was held in May’24. We will have more sessions with the advisory committee members to get assistance for reviewing and updating training module for ground staffs, cabin crew and others. Development of instructions and signage that will be used to communicate with the disability people is also in our planning. Current status of this area is in progress and as per plan same will implemented by December 2025 and June 2026 respectively.

We are at present developing the policy by incorporating the needs and requirements of the disable people while procurement of goods and services. Biman plans to complete the inclusion of these requirements in the procurement process by June 2025 and to create a list of suppliers who meet accessibility standards by June 2026.

The airline offers a range of services to assist passengers with disabilities, from booking to arrival. These services include providing wheelchairs, booking stretchers, priority boarding, and the carriage of service animals. In future, while procurement of programs and services that will serve the passengers will also include the requirements of target customers having disabilities taking the accessibility into consideration. As Biman Bangladesh Airlines is also act as a ground handler at airports in Bangladesh, we are planning to develop our procurement of goods, services, facilities and programs through a synergetic way to meet up the requirements of the people having different form of disabilities.

Biman Bangladesh Airlines ensures accessible transportation options for passengers with disabilities. Any procurement of wheelchair, ambu-lift, isle chair, ramp coaches and others in future, and options for the persons having disabilities will be taken into consideration. Currently, Biman is working on to develop suitable processes to handle mobility aids , helping disable people carrying own wheelchair and handle requirements of the disable people while onboard on plane. We are prioritizing staff training who will be engaged in handling passengers with mobility aids. We will include training contents in the manuals by getting the suggestions from the advisory committee members who are from disability dealing organizations.

Biman Bangladesh Airlines is planning to restructure some of its office premises to ensure easier access of disable people. New Terminal at Hazrat Shahjalal Int’l Airport, Dhaka which will be opened in October 2024 has many features constructed taking the disable people’s needs into accont.We are in close touch with Civil Aviation Authority of Bangladesh(CAAB) that supervises, controls and responsible for infrastructure development. Our plan is include responsible officials of CAAB in the advisory committee.

Biman Bangladesh Airlines is committed to complies with the Personnel Training for the Assistance of Persons with Disabilities Regulations (SOR/94-42)

Biman is going to form an Advisory Committee comprising with members from different organizations who deals with disable people soon. An initial meeting in this regard was held on 21-May-24 under the presence of organizations that are going to be the part of the advisory committee. Through these organizations, Biman will include disable people for consultation to get direct feedback from them and to understand their needs in a better way.