In the year 2024, Biman Bangladesh Airlines made its 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 of people having disabilities but to be in line with regulations in Canada with regard to accessibility, Biman Bangladesh Airlines joins with different organizations deals with different sorts of disabilities to further strengthen their commitment and streamline their policies. Here’s the second progress report on accessibility plan.

Contact Information and Feedback Process

Biman Bangladesh Airlines values passengers’ feedback and always takes customers comments and suggestions with highest priority as an opportunity to identify the areas needs improvement to enhance accessibility. Passengers can submit their feedback by sending post to Biman’s head office address or by direct calling or through sending email, Contact Person & Feedback Recipient

• 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 01777715770- Manager, Ground Services (Sunday to Thursday, 0900-1700)

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

• Email

  mgrgs@biman.gov.bd

• Online Feedback:

  You can submit anonymous feedback here.

  Accessiblity Feedback Form

Biman Bangladesh Airlines is closely connected with its stakeholders and working with its partners to improve and explore areas for digitalization to interact more suitable way to connect with the customers. The airline targets 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.

To enhance passengers support during their association with us, we emphasizing training of front-line staffs to understand passengers needs to provide tailored assistance to them. This includes evaluating and exploring ways to support passengers with various disabilities to provide a safe and comfortable travel experience. The target for reviewing and updating the training program is June 2026.

As a part of continuous process, Biman Bangladesh Airlines diligently ratifying its procurement processes keeping the principles of accessibility act of Canada into consideration. Accessibility requirements are incorporated into the new procurement process for goods, services and/or facilities as an endorsement of our commitment for removing barriers that hinders accessibility.

In line with our adherence, a significant funding has been made for acquisition of new wheelchairs and ambu-lift. There is more procurement is in the pipeline to ensure accessibility standard. Access to main office building is now equipped with accessible equipment. In order to meet accessibility level. procurement policies are under review. Enlistment of accessible goods and services suppliers is also under process.

We have strengthened our wheelchair services by increasing number of wheelchair in 2025 and in a process to add more in this year. An exclusive email is allocated for the passengers who seek wheelchair assistance. We are offering 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. We are working closely with Advisory Committee that formed in 2024 to strengthen the services.

Biman Bangladesh Airlines is prioritizing future procurement of accessible transportation keeping the needs of passengers with disabilities, including wheelchair services, ambulifts, and ramp coaches. The airline coordinates with service providers and airport authorities to ensure accessibility from the terminal to the aircraft.

In order to enhance barrier free access to our facilities and to improve the built environment more accessible, we are putting more importance while renovating of existing facilities like access to office premises, ticketing offices, lounges and airport facilities. Efforts are focused on enhancing accessibility within airport facilities and aircraft. This includes providing mobility aids, guidance, onboard aisle chairs, and assistance with luggage storage. The airline plans to work closely with airport authorities to implement these improvements.

As a small air carrier, Biman complies with the Personnel Training for the Assistance of Persons with Disabilities Regulations (SOR/94-42) as part of its commitment to the Accessible Canada Act (ACA).

Feedback information we received through our feedback channel is being carefully handled by dedicated staffs. We ensure received feedbacks are meticulously evaluated and analised for further improvement. Passengers can submit feedback on accessibility via email, phone, or an online form. Biman encourages both anonymous and non-anonymous feedback to continually improve its services.

To strengthen the Accessibility Plan, Biman Bangladesh Airlines continuously carrying out consultations with persons having disabilities and various organizations that deals with disable people. An Advisory committee has been established by incorporating experts from organizations working on disabilities. The process of consultation accomplished through meetings and workshops to get more insight to make overall improvement of the accessibility plan .